Complaints

The 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:02/05/2024

  Type:Service or Repair Issues
  Status:

  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 schok volt SV55 December 22 of 2023 i received the phone December 29th it stopped working December 30th it wouldn't turn on or charge so i called assurance wireless and was told they are sending a replacement it never came i called again they said the person entered info wrong the new person said they fixed it and i should have a replacement sent in a few days it never came and since then i have been run in circles and told to call shopQ1 i have emailed and called them MULTIPLE times im currently on the phone now 16:44 minutes in and all i ever get is voice mail and i NEVER get a call back i am at this point not even wanting the phone i just want my money back it ended up being 17 minutes and i was sent to voice mail i just want my money back

  Customer Answer

  Date: 02/05/2024

  These are a few screenshots of where I called and how long it took just to be sent to voicemail I even contacted assurance wireless through their ******** and was again just told to keep calling 

  Business Response

  Date: 03/21/2024

  The customer was issued a return label last month to return the product for refund that has not been used to this point.   *********************************************************************************************************************

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21248122
  
  I am rejecting this response because: yes i received the return label i do not have a printer so im having to find a way to print the label but also in the return process it claims to be keeping my original shipping plus adding 10 more to ship THEIR DEFECTIVE ITEM back Aswell if they feel the device is not broken to their liking they are going to charge a restocking fee and honestly with how much trouble and stress i have been put through JUST TO CONTACT THEM i feel i deserve the ENTIRETY of MY money i worked hard for that money all they did was send me a broken phone and make me call numerus times email them and go through all kinds of hoops THIS HAS BEEN AN ISSUE SINCE DECEMBER 30TH!!!! i have been fighting to get my money back i feel they are severely unprofessional and more it took over 2 months to get a response from them and they still have the audacity to try and keep my money i worked for the phone worked when i received it dec 29th and on dec 30th it wouldn't turn on a week or so later it finally turns on why would i want to keep a phone that brand new doesn't work like it should i am trying to get the label so i can return it but i feel they need to return ALL of MY money im very unhappy with their business. i would like to know how to go about getting all ***** of my money back it was their defective item their failure to inform people the shopq! site is different from assurance and that id have to go through sooooo much bs assurance wouldn't/couldn't help me so i had to sit and search so much trying to find way to contact them. im not asking for extra money im asking for my money and i feel with how they went about this that they have no right to take my money for THEIR mess up. 
  
  i have added picture files of me reaching out to them and some of other people having the same/different issures with them some even said they went through bbb also. i can only add 5 but i have call logs where i sat for up to 20 minuets each time just to only be able to leave a voicemail that was never returned how the company is set up really just puts people at risk for being scammed for money even on ******** on their ******** page theres others commenting that they lost over 200 dollars buying broken phones and stuff from them.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/25/2024

  You will receive a full refund when the item is returned.

  Customer Answer

  Date: 03/25/2024

   
  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. i have the label printed finally i just need to get to a post office to mail it out. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/03/2024

  Type:Customer Service Issues
  Status:

  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 through smart pay. Now I am trying to switch carriers. The new carrier says the phone is locked. Smart pay says that do not have is locked and for us to contact Quality one wireless where they got the phone from. I have called and left 2 voicemails since they don't give you the option to wait on the line. I have also done the contact them through email 2 times. I have yet to hear anything back. The email is ************************

  Business Response

  Date: 03/21/2024

  What order number is the customer referring to here?

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21243243
  
  I am rejecting this response because: I have no order number to any information to give them. The reason for my complaint is that I could not get a hold of the company to figure out any of that information. I left voicemails, callbacks, and email requests. The email was ************************ I no longer have the phone number anymore because they never got back to me so I had to purchase a whole new phone. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/25/2024

  What is the **** of the device.

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  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 dec 8 2023. order #asw_35263. iphone 13. face id stopped working 2 weeks after I set up my phone. I filled out 2 warranty returns, which were rejected. There is an issue with the front camera. I have called 6 times and emailed 4 times they claim they respond in 2 days but they haven't responded once to my calls and emails to resolve this issue. I want to return for a replacement but they wont approve my rma request so I can ship it back. I will take a refund if they don't replace it. I paid $666.74 for the phone. thank you for your help.

  Business Response

  Date: 03/21/2024

  The customer can use this return label to return the device for refund.  *********************************************************************************************************************

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  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 transaction: 1/9/2024 Amount paid: $160.99 The business committed to providing: Apple iPhone 8 - Gold, Pre-Owned (#A-1-AP-864GB-CP-GO)(#) Color: Gold Condition: Pre-Owned and a sim card.The phone is defective. I contacted them by phone several times but it went to an answering machine. They never returned my calls. I also sent them two email messages which I never answered. Here is the text of the email:The iPhone I ordered from Access Wireless, order # (#ACW_90367) is defective, and I want to return it as soon as possible and receive a refund. I left several phone and email messages and am still awaiting an answer.PS: Although Access Wireless is the seller they insisted that I do the return through Quality One Wireless, LLC

  Business Response

  Date: 03/11/2024

  The customer can return the item using the attached prepaid label for refund.

  Customer Answer

  Date: 03/11/2024

   
  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,
  
  ***********************

  PS: Good job. Thank you.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  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.

  A Defective product, ******************** wireless with No option but to BUY from this company or it's assoc. Quality one wireless.This will not allow the necessary upload docs.

  Business Response

  Date: 03/11/2024

  The 1 Year Warranty on this device is through ******** directly.  A request would need to be submitted at ***********************************************************

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21165279
  
  I am rejecting this response because: From www.shopQ1assurancewireless.com I was forced by one of their representatives to  purchase their equipment with no option ; Ordered #ASW27367 Sept 7 2023warranty (1) one year warranty a mororola G pure 2021 Blue New unlocked phone. I've had nothing but trouble out of their product and requested a replacement. I have cancer and chronic back pain and osteoarthritis of back and joints,( and I have guardianship of my 12 yr. old grandson who lives with me on a fixed income )with ADHD and I solely depend on this phone for my cancer treatments and Drs. appointments. I have contacted www.shopQ1assurancewireless.com many,many times thru e-mails and phone ************** to no avail or any type of response. My request is to receive exactly what I purchased , is a mororola G pure 2021 Blue New unlocked phone. Per ordered and the warranty to be completely  for-filled by obligation.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/19/2024

  Complaint ID: ********
  Action Required!
  
  Complaint Information
  Complaint ID:
  ********
  Date Filed:
  1/18/2024
  Complaint Type:
  Guarantee Or Warranty Issues
  Filed with:
  BBB
  ***************************************************************************************
  Phone: *************
  Fax: *************
  Email: *****************************************
  URL: ****************************************************
  
  Consumer Information
  Name:
  *******************************
  Address:
  *******************************************************************************
  Daytime Phone:
  ****************
  Evening Phone:
  None Provided
  Fax:
  None Provided
  Email:
  ******************
  Business Information
  Business Name:
  Quality One Wireless LLC
  Address:
  *******, ** *****
  Phone:
  **************
  Complaint Details
  A Defective product, ******************** wireless with No option but to BUY from this company or it's assoc. Quality one wireless.This will not allow the necessary upload docs.
  The consumer provided the following when submitting the Complaint to BBB
  ******************** wirelesws Q1.pdf
  Desired Outcome/Settlement
  Desired Settlement: Exchange
  None Provided
  Complaint Details (cont.)
  Nature of Complaint:
  Guarantee Or Warranty Issues
  Date Problem Occured:
  None Provided
  Date(s) Complained:
  None Provided
  Purchase Date:
  None Provided
  Salesperson:
  None Provided
  Product/Service:
  None Provided
  Model #:
  None Provided
  Account #:
  None Provided
  Order #:
  None Provided
  Purchase Price:
  None Provided
  Payment:
  None ProvidedNone Provided
  Disputed Amount:
  ********
  
  
  File(s) provided with the Initial Complaint Date
  ******************** wirelesws Q1.pdf 01/18/2024
  
  
  
  
  
  From To Subject Date Sent
  click to view BBB BBB I do not accept the response made by the business to resolve this complaint 3/19/2024
  click to view BBB BBB Message received from the business about your complaint 3/11/2024
  click to view BBB BBB A message from your BBB 2/2/2024
  click to view BBB BBB Your BBB complaint has been sent to the Business. 1/18/2024

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  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.

  Purchased iphone 12 from ******* they pretend that they are assurance wireless, when I received the phone, I called assurance wireless but they told me that this phone is fake, not compatible with assurance network. I tried to reach by phone to q1 but never got response. After several tries, was able to chat with ************** I was told to return the I pay shipping cost which I did, I shipped it back but when delivered, they remove my information from there system. Phone was delivered to provided address. I requesting to BBB to help me recover my money.

  Business Response

  Date: 12/27/2023

  Upon reviewing the order, we have confirmed that the device was delivered and the refund was submitted successfully on our end on December 13, 2023 in the amount of $480.43, which was a full refund.

  Customer Answer

  Date: 12/27/2023

   
  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:12/01/2023

  Type:Service or Repair Issues
  Status:

  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 wanted a new phone and I have assurance wireless as my carrier so I went to there website to purchase a phone. I pressed on new phone and was taken to quality one where I purchased a new phone. This was in the beginning of November. I received the new phone in a timely manner then after setting it up I found out that the earpiece microphone didn't work. I called quality one and told *******. the problem and was told that I had to fill out a form describing the problem and they would issue a RMA # to return it. Well to my surprise they turned down my request! This phone should be under warranty! I have tried calling them numerous times and left messages to no avail. I have tried emailing them numerous times with no reply. I don't know what to do, this phone cost me over ****** with the tax and I have something that I can't really use! I'm on a fixed income with government phone service and can't afford to lose ******! I really just want a phone that works correctly. If you can help me I would be very thankful. The order number is ASW *****. Thank you, *******************

  Business Response

  Date: 12/27/2023

  The original RMA request for the replacement phone that was requested back on November 21, 2023 was declined as we no longer offer replacements as advised, only refunds. The second RMA that was submitted correctly on December 4, 2023 for a refund was authorized back on December 5, 2023.
  
  Your assigned RMA# is 745 and the phone has to be shipped back to the address below.
  
  Quality One Wireless
  ****************************************************************
  
  Please be sure to add your RMA# anywhere on the package where it is visible. Please provide ** with the tracking number to the returned package, once you've shipped it back.
  

  Customer Answer

  Date: 12/28/2023

  I accept their response, however their customer service is absolutely horrible and their instructions for a return are hard to understand. I feel that this whole episode could have been much better had they had people who were more thoughtful to seniors who may have trouble understanding the whole process. Thank you bbb for stepping in to help me. Greg 

  Customer Answer

  Date: 12/28/2023

   
  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:11/20/2023

  Type:Billing Issues
  Status:

  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.

  To whom it may concern
  
  I purchased what was listed as a “new” iPhone 13 mini from Quality one wireless LLC on sep 29th 2023 for the total sum of $798.25 and I received an open box reconditioned/refurbished phone. I contacted them they kept lying to me about the phone being new and they only gave me the options to keep it or return it. This is a free gov program service and unfortunately quality one is the only shop we can purchase phones from. I don’t have the option to return a phone and wait another week for a different phone and have no other phone to use in the meantime. Their return policy is within 7 days. I contacted with ***** online and they confirmed that this phone was sold initially in Nov of 2021 with an ***** care plan that just expired on Nov 15 2023. So I will not have any warranty on this phone from ***** and good luck to me with the “one year warranty” that this business offers. I have been buying overpriced phones (new and refurbished) from this same company for a few years now and all the phones come either damaged or stop functioning and I have no choice but to use them. That’s the reason why I paid this amount for a brand new phone because I know I will get a phone that will last a while with no issues and that will come with ***** care + warranty. I am including photo documentation.

  Business Response

  Date: 11/28/2023

  We have thoroughly reviewed the order and the RMA for the customer to return the phone was authorized on October 27th. The phone must be shipped back to the address below for a refund. At this time, we do not offer replacements nor do we offer discounts/ partial refunds. We have also confirmed the customer has tried to file a dispute. At this time, there is nothing more we will be able to do on our end until the customer does their part and returns the device to our facility.

  If there are any concerns regarding the free service, the customer is able to contact Assurance Wireless customer support directly and have one of their free Government devices shipped to them. We do not participate in the free Government program for free devices.

  The order must be returned to the address below.
  
  Quality One Wireless
  7651 Southland Blvd.
  Orlando, FL 32809

  The assigned RMA# for this order is ****

   

  If the device has already been shipped back to us, we will need the tracking number to the returned package.
  

  Business Response

  Date: 11/30/2023

  We understand the customer is stating that they received a used phone and on many occasions we have attempted to rectify the issue and have the customer return the phone for a refund. It seems that the customer is wanting to keep the device and also receive a refund; however, that cannot be done. As mentioned in the previous reply, the customer also tried to file a chargeback; however, has not made any attempt to return the merchandise. Per our policy we must receive the device and we will be more than willing to issue a refund once received.
  
  In the previous reply we have provided the return address, I have also provided it again below. The RMA is still open and the item can still be returned for a refund.
  
  Quality One Wireless
  7651 Southland Blvd.
  Orlando, FL 32809
  
  We will need the tracking number to the returned package.

  Customer Answer

  Date: 12/01/2023

  Q1LLC has not tried to rectify this situation but one time and that was on our initial communication where they rejected the fact that the iPhone is used and wanted me to return it. I have proof of said communication and can provide it.   I can’t be without a phone so Q1LLC should send me a brand new iPhone 13 mini because that is what I purchased on their website and only then I can return this used phone back to them by a prepaid return label.  Furthermore when I log on to their RMA site it only gives me the option of warranty request. 
  

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  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.

  Purchased A revel 4 phone from assurance wireless website when phone was activated it was defective was told to go to web and fill out forms I did 2 times no replies called was on hold 30 mins before being disconnected I just want a working phone I paid for please

  Business Response

  Date: 11/28/2023

  Upon reviewing the order we have confirmed that the RMA request for this order was authorized back on October 30th, 2023. The phone needs to be shipped to the address below. If the device has already been shipped back, we will need the tracking number to the returned package,
  
  Quality One Wireless
  7651 Southland Blvd.
  Orlando, FL 32809
  
  The assigned RMA# i* *** and must be written anywhere on the package where it is visible.

  Customer Answer

  Date: 12/05/2023

  
  
  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,
  
  
  
  ******** ******

  Customer Answer

  Date: 12/19/2023

  This is the tracking number  phone has been returned  at this point I just want a refund please 

  Business Response

  Date: 12/27/2023

  We have received the device and the refund has been issued today (12/27/23). You should see it reflected back into your account within 1-5 business days depending upon your financial institution.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  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 phone from these con artists on 09/10/2023. When I rec the phone I called mint mobile customer service to set up the phone. They could not the phone is garbage. They even gave me a number to call samsung and they could not do anything with the phone either so I sent the phone back after I got the return auth ************* Also shockingly samsung told me IMEI ***************  was a used phone and out of warranty yet Quality One Wireless LLC sold it as if it was new. First they asked me for my passwords becuse they said I left info on it. I gave them the password then they decided to return the phone back to me anyway. So I took off the stuff and sent it back to them. They have had it since October 23, 2023 and I do not have a refund.

  Business Response

  Date: 11/28/2023

  We greatly apologize for the delay with processing the RMA/ refund. The refund has been successfully processed today for the full amount of $532.06. You should reflected back into your account usually within 1-5 business days.

  Customer Answer

  Date: 11/28/2023

  
  
  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,
  
  
  
  ******* ******