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:03/24/2023

  Type:Order 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 am writing to file a complaint against Alliance Technology Group, LLC, an authorized **** dealer, for deceptive and fraudulent business practices. Recently, my family member was scammed by this business, which lied about **** and ******* working together to offer a plan covered by ACP.The business made false claims that **** and ******* have joined forces to offer a plan that is covered by ACP, which is not the case. Both companies have their separate plans to be covered by ACP. My family member was misinformed and misled into signing up for this plan based on false information provided by Alliance Technology Group, LLC.Moreover, the business failed to inform my family member of the additional charges that would be billed $95 a month for the first three months before being charged the $55 a month as promised. This practice is dishonest and unethical and has caused my family member significant financial hardship. The order was completed on 02/13/2023 through them.We have tried to reach out to Alliance Technology Group, LLC, but they have been unresponsive, uncooperative, and unprofessional. It is unacceptable for a business to engage in fraudulent practices and not take responsibility for their actions.We are requesting that Alliance Technology Group, LLC refunds the additional charges billed to my family member and take corrective action to prevent similar incidents from occurring in the future. We also want all contact to be seized between us once the issue is resolved.

  Business Response

  Date: 03/25/2023

  Cutomer acquired a new service with AT&T, we are an authorized dealer for AT&T and for ******** when the customer refers to a partnership between both it might have misunderstood when our rep said we represent both and we believe that the one presented was the best option.

  ACP is a government subsidy and both companies offer it therefore is not a false statement the customer can obtain ACP from government as long as it qualifies for it.

  on the attachements I am including the invoice sent in the complaint where clearly (its highlighted) states that the installation charge was $33 a month for 3 months in addition to the monthly bill (this was provided in the complaint), therefore the customer was aware of the additional charges for installation from AT&T that is paid in 3 installments to make it easy for the customer.

  in the attachment I am including also the recording of the confirmation call (a different agent from the rep) where it clearly says you are acquiring a "NEW AT&T Service" and never mentions ******* on the call.

  in addition there is an attachment with the notes of that call

  we have sent 3 texts to the customer post installation (attachment included) to make sure everything is ok, because our sales do not have any porpouse if the customer disconnects the service, we text a welcome an follow up to make sure if everything was ok and a bill reminder to make sure customer received the bill.

  in regards to being unresponsive, uncooperative and unprofessional, I am attaching the call log of our phone system from 02/20 (installation day) until 03/25 (Today) and not a single call has been received from ******************** registered phone number, we can only assume they called AT&T directly.

  If the customer contact us to the number provided several times in our text messages and is having an economic hardship for the situation we can try to "mediate" with AT&T to mitigate the installation charges but it is at AT&Ts sole discretion to concede or not this relief.

  Alliance Technology has acted responsibly and diligently trying to make sure customer is getting the service he/she expcts but we cannot help to fix any issues if we are not contacted even after providing the number via text several times.

   

   

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19851005
  
  I am rejecting this response because:
  
  Dear Alliance Technology Group, LLC,
  
  Thank you for your response to our complaint. We appreciate the time you have taken to review our concerns.
  
  Regarding the statement that you claim ******************** *** have misunderstood, we understand that you are an authorized dealer for both companies. ******** was not seeking to acquire new services and was instead looking to lower their internet bill. We have reason to believe that your representative misrepresented the facts and made ******** believe that both companies were working together. This is further supported by the fact that ******************** was informed by a coworker that they also received a call from Alliance stating that they work together and can offer her a plan. It is concerning that two people would misunderstand the same thing independently.
  
  Regarding the confirmation call recording and notes, we understand that you have not provided the recording of the call. We kindly request that you provide us with the necessary recording of the confirmation call made to my family member. Additionally, we would like to request the full recording of all calls related to this matter, including the confirmation call and any other relevant recordings available. We believe that this will help to clarify any miscommunications or misunderstandings that *** have occurred.
  
  Regarding the additional charges billed to my family member, we acknowledge that the invoice did state that the installation charge was $33 a month for three months in addition to the monthly bill. However, we believe it was not made clear to my family member that this charge was to be paid in three installments.
  
  We appreciate your offer to try to mediate with AT&T to mitigate the installation charges, and we would like to explore this option further. We kindly request that you provide us with the necessary information to contact AT&T regarding this matter.
  
  We hope that we can come to a satisfactory resolution for both parties and that this issue can be resolved as soon as possible.
  
  Sincerely,
  *************************

  Business Response

  Date: 03/30/2023

  As stated by your reply, your relative was looking for a way to lower the bill, our support agent offer the best option to acheive her goal, in this case was to obtain a new service with a lower price, it was specified clearly on the confirmation call that this was a NEW service with AT&T, therefore even if the original call was not entirely clear on the confirmation and sucessive set of text it had enough options to contact us with concerns, but not once it has been even attempted as shown on the call log of the company, in regards to the full call, different compliance rules does not allow me to share it because our contractual obligations forbid us to share it since it has sensible information recorded. we would be more than happy to assist your relative to get relief from AT&T and we can assist any way we can t make sure she's happy with the service, once again, for us is useless to have a customer disconnect their service and we must make sure customer remains in the platform for a long time. please contact our retention team to the number ************ (same number of all text messages sent) and we will make our best effort to get relief from the installation charges

   

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19851005
  
  I am rejecting this response because:
  

  Dear Alliance Technology Group, LLC,

  
  Thank you for your prompt response to our previous message. We appreciate your willingness to assist us in resolving this matter.

   

  While it may have been made clear on the confirmation call that it was a new service with AT&T, the initial call gave a false representation of ******* and AT&T being together, which is what led to the misunderstanding. We believe that if this was not the case, my family member would not have gone through with the plan, and the issue would not have arisen. This misrepresentation should have been corrected on the confirmation call or in any subsequent text messages.

  
  Additionally, we would like to note that we attempted to contact your company. However, due to a lack of internet presence and a single website that only advertises electrical contracting, it was difficult to find a concrete method of contacting your company. Furthermore, most of the other search results that pop up when searching for Alliance Technology Group are of another company named the same thing. This lack of information made it challenging for us to reach out with concerns.

  We hope that we can come to a satisfactory resolution for both parties and that this issue can be resolved as soon as possible.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/14/2023

  Customer cancelled service without even calling to give is the chance to help, at this point there is nothing I can do to help anything because any charges have been set by the provider, we believe we provided enough evidence to prove we acted with the customer best interest but the customer never reach back to allow us to help Just disconnected the service