Complaints
Customer Complaints Summary
- 107 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/13/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of order 2/6/2024 ,order # pp_60952, I ordered a Galaxy Note 10 plus and called Page Plus Cellular to activate, after numerous attempts was told the phone is defective and to contact the third party dealer for a refund. My request was received, request # ******, and haven't been given further instructions on returning phone. The phone was financed through AffirmBusiness Response
Date: 03/13/2024
The customer can use the attached return label to return the product for refundCustomer Answer
Date: 03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:03/12/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone for my mother from this site because the Assurance Wireless site brought me to Quality One Wireless, I received the phone and Assurance Wireless said I couldn't use it. I keep trying to call Quality One Wireless and they won't pick up, I've emailed them and they won't return my email.Business Response
Date: 03/12/2024
What is the name on the order / order #?Customer Answer
Date: 03/22/2024
I never received anything telling me I had to confirm this complaint. This business has still never contacted or answered their phone or emails. I still very much have a problem.
Initial Complaint
Date:03/04/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a phone from what I thought was straight talk but ended up being 2nd party , there website possed as straight talk I'll attach pics of email receipt and pic of there website before they changed it, they changed it after they told me it's illegal to not clearly show your not straight talk. Now back story is I ordered a phone from them decided it was to small and wanted to exchange it , mailed it back to straight talk and soon found out straight talk was not the seller after emailing whom sent the email receipt I explained what happened they said no worries let us know when you get it back and we'll exchange, I ended up having to go thru BBB to get phone back from the actual straight talk after getting no where with them for months ( thank you by the way) meanwhile keeping quality one informed on process, so now I've been going back and forth with them, they will not refund or exchange, again email receipt and screen shot of there website before they changed it will be attached, thanks much for your helpBusiness Response
Date: 03/19/2024
The return label to return the device for refund is attached.Initial Complaint
Date:03/04/2024
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ***** X100 5G cell phone from Quality One Wireless on 1/31/24 I paid $164.19 I received the phone on 2/5/24 the advertise that their cell phones will connect to Assurance Wireless. That's a lie Assurance Wireless tried but said the phone not compatible to their network. So I contact Quality One Wireless the send me a return label. I returned it at the **** on 2/12/24 package was lost then found and delivered to Quality One Wireless on 2/29/24 @ 11:42 AM. Now they won't answer countless emails and calls. I want my money if they can't supply a working phone. Thank you.Business Response
Date: 03/19/2024
Your order was refunded on 3/5/2024.Customer Answer
Date: 03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:03/01/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am trying to return a phone. I have tried to contact Q1 Wireless on multiple occasions. I can never get through in their customer service phone line. The recording says leave a message and someone will get back within 48 hours. This is a lie. Nobody has ever called me back. Same with their email, which they say will be responded to as well. The only reply I got was an automated email, which said reply to that email with any information or questions. However, the email they sent was a "no reply" email. All I want is to return the phone on order # ASW_**************** doesn't have wi-fi calling. The lack of response is unbelievable. I can't believe Assurance Wireless (T-Mobile) uses such a sham contractor for their phones. I am also going to contact the Q1 CEO on this matter since I am getting nowhere with their "customer service". I will also be contacting Assurance Wireless about this debacle. If you can help in resolving this, I would appreciate it. I've already spent countless hours trying to get a response. Thank you.Business Response
Date: 03/17/2024
This order was returned and refunded on 3/5/2024.Initial Complaint
Date:02/29/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a phone from quality one wireless for my phone service through assurance wireless. The phone could not be activated so assurance wireless told us to return the phone to quality one.we financed the phone through Affirm financing. I have left several messages with quality one wireless and sent them several emails. They will not return any of my phone calls and will not return an email. In four days I will be paying almost $200 for a phone that I do have. Quality one wireless received the return of my phone on February 16.Business Response
Date: 03/28/2024
The customer was provided this return label to return the device for a full refund. *********************************************************************************************************************Customer Answer
Date: 03/29/2024
Complaint: 21365348
I am rejecting this response because: The link that we were sent to print out the return label did not work. So assurance wireless gave me the address to mail it to which was quality one, PO Box 5040, **********, ** 61920-9907. The ASW_RMA_ ***** was the return number that they gave **.We sent the phone back on February 14 of 2024. They received the phone according to assurance wireless on February 16, 2024 at the address assurance wireless gave us. we enrolled in **** tracking so we know that they received the phone on February 16, 2024 we still to this date have not received our refund . They were supposed to refund the money to Affirm, the credit card that they offered financing on.
Sincerely,
*******************************Business Response
Date: 04/01/2024
We are located in *******,** as was listed on the prepaid label. If the device was sent to any other location we would not be able to process your return for refund.Customer Answer
Date: 04/01/2024
Complaint: 21365348
I am rejecting this response because:
As I have previously said to quality one, the link that I was sent through email from assurance wireless did not work. Since Quality One does not answer their phone or return phone calls or messages I called assurance wireless and they gave me the address to mail back the phone for a full refund. Assurance wireless told me they received the phone on February 16. assurance wireless told me there is nothing else they could do to help me that I had to contact quality one wireless. They are impossible to reach.
Sincerely,
*******************************Initial Complaint
Date:02/26/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a new phone in a supposedly authorized dealer for Assurance Wireless called: *********************************************************** the phone looked new, but when I was trying to connect it with phone services, they say that the **** of the phone (***************) is being used by other person with metro pcs, so basically this website is scamming people with robbed phones, and useless because I cant have phone services. I would like (besides the refund) to stop this website to keep scamming people, since they qualified themselves as authorized dealers.Business Response
Date: 03/12/2024
The customer can use the attached return label to return the device for a full refund.Customer Answer
Date: 03/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I finally got a response from them with the return label; item returned.
Thank you for your help, if it wasnt for you guys, these companies get advantage from the poor customers.
Sincerely,
*******************************Customer Answer
Date: 05/14/2024
Complaint: 21351282
I am rejecting this response because:On February 26 I did a complaint to a scam company that sold me a used and locked phone as new, and you guys helped me finally having a response from them of the return slip. I returned the phone on March 15 and they send me an email on the 19 approving the refund, and since then I havent heard from them. Also I used Affirm as method payment and they are not helping me in this situation, I returned the phone, I should get a refund. Can you guys help me again? The first time I really appreciate it.
Sincerely,
*******************************Business Response
Date: 05/15/2024
Refunded $110.18 Refund ID: ****************Customer Answer
Date: 05/15/2024
Thank you guys, Finally I got my refund, if it wasnt for BBB, I would have lost my money. Thank again team!Customer Answer
Date: 05/15/2024
Thank you guys, Finally I got my refund, if it wasnt for BBB, I would have lost my money. Thank again team!Customer Answer
Date: 05/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:02/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order using my affirm account and ordered 2. ******** 5G styles phones costing $734 but after. My affirm cost i paid $843.83 [Order #STA_31515] (February 16, 2024) I have not received a tracking number for my order and after numerous attempts of talking to someone no one answers the phone or the chat/emails. I also get the no account found on the website when I try and login to see any updates. My affirm account has paid the money to quality one wireless but no shipping or product has been shipped nor received.Business Response
Date: 03/20/2024
The devices were delivered on 2/23/2024. ********************************************************************************************Initial Complaint
Date:02/18/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the phone on 2/5/24. I have been trying to get the phone registered by the company since receiving the phone. I called 3 times and sent 3 emails, no one from the company has called or responded to any emails. The only email I got a response for was when I mentioned about returning the phone. Since no one responded to either calls or emails, I decided to return the defective phone. They sent me a return label via link, however I couldnt open the link in order to print the label ( just problems all around with this company) I also dont believe I should have to pay a restocking fee, I was trying to get help registering the phone (if that was even the only problem with phone) they decided not to respond to me. I will be requesting a full refund and will disputing this with my cc company.Business Response
Date: 03/20/2024
The customer was refunded for the transaction on 3/1/2024.Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:02/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Terrible experience! Assurance wireless and quality one wireless is a complete scam! I purchased an iPhone SE from my account. I called to swap phone and I was told I could not because it was tagged as lost or stolen. I have been trying to get this resolved for two weeks with no success. Quality one has not once answered a phone call nor replied to my multiple emails. Assurance wireless supervisors have flat out lied to me and hung up on me after being on the line for more than 40 mins with them. One supervisor assured me he was sending me a new device and asked for my address. After waiting 3 days without shipping details I called back and was told no order was placed by a supervisor for a new phone. I spoke to multiple representatives which would tell me its be ***** hours before they could clear the error and they never called me back. When I call they have no idea what Im talking about. I actually just now got hung up by a representative after 55 min of her trying to resolve this. Literally just hung up on me with no call back. These companies are a joke. I paid for this device which now I cannot activate. I even contacted Apple and they claim the phone is not reported lost or stolen. I dont know what to do at this point. I will be taking all my recorded phone calls and email evidence to my lawyer.Business Response
Date: 03/20/2024
The customer was refunded for the transaction on 3/1/2024.
Quality One Wireless LLC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.