Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,349 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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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:07/24/2024
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.
Cricket kept my number on hold with them for months and wouldn't allow me to transfer to another carrier so I activated my number with them on 6/7/2024 and disconnect with them on 6/10/2024 and talked to ******** from Cricket about my refund of $40.96 and she said that there will be no refund. Cricket fraudulently held on to my number for months and forced me to activate my number with them when I was trying to go to another carrier.
Business Response
Date: 08/09/2024
August 9, 2024

Better Business Bureau
Online Complaint

No: 22040047
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In her complaint, she stated that Cricket Wireless kept her number on hold for months and did not allow her to transfer to another carrier. She activated her number with Cricket Wireless on June 7, 2024, and disconnected on June 10, 2024. She spoke with a representative from Cricket Wireless about a refund of $40.96 and was informed that there would be no refund. ****************** believes that Cricket Wireless fraudulently held onto her number and forced her to activate her number with them when she was trying to switch to another carrier.

We contacted ****************** on July 26, 2024, to discuss her complaint. Upon reviewing her account, our call was disconnected and we attempted to contact her back but were unsuccessful. We shared with her the findings of our investigation of her account via email and confirmed that she made an initial port-in request to Cricket Wireless on May 9, 2024; however, the port was not completed. On June 7, 2024, she processed a new port in request and her number was successfully activated with Cricket Wireless. Her number was then ported out of Cricket Wireless on June 10, 2024.

We explained to ****************** that the Cricket Wireless Terms and Conditions of Service state that amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. Full Terms and Conditions can be found at: ******************************************.

Although payments are non-refundable, we made an exception for ****************** and issued a refund to her original form of payment, for the amount paid on June 7, 2024, we advised her to allow 3 5 business days for the refund to complete.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/09/2024

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:07/24/2024
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.
On July ******* I submitted an on-line order to Cricket Wireless, On July ******* my order was canceled and I was told the money would be back in my account in 1-3 days and everytime I have contacted Cricket Wireless they ask me to wait a few days longer,when in fact the original text said 1-3 days, they keep saying 7 -10 days now.
Business Response
Date: 08/08/2024
August 9, 2024

Better Business Bureau
Online Complaint

No: 22039910
Re: ***************************

Dear ********************************** correspondence is in response to a complaint filed by ***************************. In his complaint, ****************** states that he submitted an online order to Cricket Wireless on July 15, 2024, and on July 17, 2024, his order was canceled. He was informed that the refund would be sent to his bank account in 1 to 3 days. However, every time he contacted Cricket Wireless customer care, he was informed to wait a few days longer, even though the original text message confirmation he received said 1 to 3 days to receive the refund. He reports that he was told the waiting time changed from 7 to 10 business days. ****************** is requesting assistance to resolve this issue.
We attempted to reach ****************** on July 26,and 30, 2024, but we were unsuccessful on both attempts. On July 30, 2024, he contacted us via e-mail and confirmed that he had already received the refund but expressed frustration because it took 10 days for him to receive his money.Additionally, he shared that he and his family were without wireless service while waiting for the refund.
****************** explained that he went to T-Mobile and is now waiting for his devices to be delivered.
We attempted to contact him again without success. We express our sincere apologies to ****************** for his experience regarding his canceled order and the miscommunications about his refund.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Customer Answer
Date: 08/08/2024

Complaint: 22039910

I am rejecting this response because:
Ten days is a long time to wait for your money to come back and I feel like the apology isn't sincere and a little to late.
Sincerely,

***************************
Business Response
Date: 08/14/2024
August 14, 2024

Better Business Bureau
Online Complaint

No: 22039910
Re: ***************************

Dear ****************************** correspondence is in response to a rebuttal complaint filed by ***************************. In his complaint, ****************** expresses dissatisfaction with the response he received regarding his refund request. He feels that ten days is too long to wait for his money to be returned and that the apology offered by Cricket Wireless was insincere and belated.
We attempted to reach ****************** on July 26,and 30, 2024, to discuss his initial complaint but were unsuccessful on both attempts. On July 30, 2024, he contacted us via e-mail and confirmed that he had already received the refund but expressed frustration because it took 10 days for him to receive it. Additionally, he shared that he and his family were without wireless service while waiting for the refund. ****************** explained that he went to T-Mobile and is now waiting for his devices to be delivered.
****************** was last advised it would take 10 days to receive the refund and he confirmed via e-mail it was completed within that time. We appreciate Mr. ******** feedback and want to assure him Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with each customer interaction.
We respectfully request this complaint be closed, as ****************** has already confirmed that he received the refund.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,********
Initial Complaint
Date:07/23/2024
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.
Cricket has locked up my phone and refuses to unlock and it is paid for and they are also going to still take out $96 from my account even though I canceled services on the 23rd and payment is not due until the 28th. Said that I will not get that back. This is a prepaid service.
Business Response
Date: 08/09/2024
August 10, 2024

Better Business Bureau
Online Complaint

No: 22032901
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************. In her complaint, ************** states that Cricket Wireless locked her phone and refuses to unlock it. She adds that she is being charged $96 even though she already canceled the service. ************** is requesting a resolution to her issue.

We attempted to contact ************** on July 25, 29,and August 1, 2024, but were unsuccessful. To investigate Ms. ****** concerns,we need to be able to communicate with her. Should ************** still require assistance, she may contact ********, Cricket Wireless Office of the President ******** at **************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******,** 30319
Initial Complaint
Date:07/22/2024
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.
So I just received a letter from cricket wireless. Stating that my information and data was stolen by cyber criminals.Data Calls Texts and more. And I just called cricket and they refused to speak on the matter. This is extremely worrisome mind you im currently dealing with issues with my identity theft from credit cards and other online means of financing
Business Response
Date: 08/09/2024
August 8, 2024

Better Business Bureau
Online Complaint

No: 22026082
Re: ***********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***********************. In his complaint, he **************** reportsstates that he received a letter from Cricket Wireless informing him that his data were was stolen by cyber criminals. This includes data, calls, texts, and more. **************** contacted Cricket Wireless,but they refused to speak on the matterissue. He states adds that this is extremely worrisome,especially because he is currently dealing with issues related to identity theft from credit cards and other online financing means. **************** requests an explanation to for this issue.

We contacted **************** via e-mail on July 26, 2024, to discuss his complaint. We explained to **************** that the data involved in this incident does not include personal information such as Social social Security security numberss, financial account information,dates of birth, or other personally identifiable information. It also does not include some typical information that is seenyou see in your usage details, such as the time stamp of calls or texts. The data involved is limited to records of calls and texts and, in some cases, cell site identification number(s). The data also does not contain names. This information alone cannot be used for identity theft or other fraudulent purposes that credit monitoring services are intended to help prevent.

We want to assure **************** that protecting customer data is a top priority for ********************** and we have confirmed the access point has been secured. We hold ourselves to high privacy standards and are always looking for ways to improve our security practices. More information can be found at: *************************************************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/09/2024

Complaint: 22026082

I am rejecting this response because:
Everything in my letter stating. Texts. Calls location and more was breached, opposite of what you just said. Everything I stated is true, also I feel you acting like this is just okay is more troubling.
Sincerely,

***********************
Business Response
Date: 08/15/2024
August 14, 2024

Better Business Bureau
Online Complaint

No: 22026082
Re: ***********************

Dear Sir/*****,

This correspondence is in response to a rebuttal filed by ***********************. In his rebuttal, **************** states that he is rejecting the response Cricket Wireless provided to him as the letter that he received states that text, call location, and more information were breached when the response explains the opposite.

Cricket Wireless customer data was illegally downloaded from our workspace on a third-party cloud-based application. The investigation indicates the downloaded data included calls and text message records from May 1, 2024, to October 31, 2024, as well as on January 2, 2023. The call and text records identify the phone number with which a Cricket Wireless number interacted during this period. It also included counts of those calls or texts and total call durations for specific days or months. The compromised data does not include the content of call or text messages, nor personal information, such as social security number, date of birth, or financial information.

We assure **************** that Cricket Wireless holds to a high standard and commits itself to delivering the experience he deserves. We invest in our networks security using a broad array of resources including people, capital, and innovative technology advancements to create a secure environment. More information can be found at: *************************************************.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/15/2024

Complaint: 22026082

I am rejecting this response because:
I did not just make up this stuff
The two forms of mail I attached below is literally from cricket stating that some of my personal information was obtained by theifs. If it's not that big of a deal, I mentioned all this upon speaking to the president in email, and stated I switched carriers. I had just paid 200$ for some deal you guys had going for a iPhone 12 or something, plus my gold monthly card. I will gladly re join straight talk if my card and device can be restored. Your acting as if I'm over reacting..

Sincerely,

***********************
Initial Complaint
Date:07/20/2024
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.
On April 26, 2024 I went into the Cricket Wireless store (DBA Wireless One, LLC) at ************************************************. The employee working, *****************************, explicitly told me Cricket has a hotspot plan for $10/month and that I didn't need a cricket phone to get this deal (I'm on an **** family plan for my phone). $10/month for a basic hotspot plan seemed very reasonable so I decided to buy the hotspot hardware from Cricket and start the service. They charged me $136.64 total, for the hardware and a fee to get the plan started. Eventually I realized the plan I was on was actually $35/month, not the $10/month I was promised. I cannot afford $35/month for the plan. It was frustrating, but I was willing to just return the hotspot hardware to Cricket for a refund and part ways with Cricket. When I went in the store I spoke with ***************************** and also the store manager, *****************, with they were not willing to refund the amount I paid for the hotspot. Whether the deception was intentional or not, the fact is that I was told one thing, which resulted in me spending $136.64, but the company did not deliver on what they promised. All I'm seeking is a refund for returning the hotspot hardware (which is in perfect condition) so I'm not out the money I spent. Thank you for your help, ******* *****************************
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22018027
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, he stated that he was told by an employee at the Cricket Wireless store, that he could purchase a hotspot plan for $10/month without needing a Cricket Wireless phone. However, he later discovered that the plan was $35/month. Despite his willingness to return the hotspot hardware for a refund, both the store representative and the store manager were unwilling to provide a refund. He is seeking a refund for the hotspot hardware, so he is not out the money he spent.

We contacted ****************** on July 23, 2024, to discuss his complaint.After reviewing the account, we found that his Cricket Wireless service was cancelled. He wanted to return the mobile hotspot device he purchased and receive a refund. We sent him a return label so he could return the hotspot device to our warehouse. On July 30, 2024, we confirmed with him that we received the device.

We shared with ****************** that even though payments are non-refundable, we made an exception for him and issued a refund. We advised him the process takes 7 to 10 business days to receive the refund check in the mail. He confirmed that he was satisfied with the resolution provided and had no other questions for Cricket Wireless.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:07/19/2024
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.
phone died. tried to use the online chat via my pc to get a new one, but was told i wasnt eligible for an upgrade until June, 2023. that was over a year ago. Makes no sense. several agents were extremely rude and demanded a nonexistent passcode. they also would disconnect the chat within seconds seeking some form of explanation
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22017437
Re: *********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************. In his complaint, **************** states that he contacted Cricket Wireless customer care via online chat to get a new device after his old one stopped working. However, he was informed that he was not eligible for an upgrade until June 2023, which was over a year ago. He found this confusing, and several agents were extremely rude to him, demanding a nonexistent passcode and disconnecting the chat within seconds without any explanation.

We contacted **************** on July 24, to discuss his complaint. **************** advised us that he was able to purchase a new device as an upgrade on July 24, 2024. He added that he does not have a specific name for a representative that he would like to submit a feedback or report,but he had to spend a lot of time trying to get general information regarding the upgrade process and the agents continued to ask for a passcode that he never setup. We explained to him how the authentication process works and assisted him to update his account credentials. Additionally, we applied a one-time courtesy credit to his account for his inconveniences.

We assured **************** that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction.
We shared with him that we have escalated his experience to our executive leadership team and assured him they will investigate further with the manager and representatives.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/05/2024

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:07/19/2024
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.
Cricket notified me 7/15/2024 telling me that they had a data incident from 5/1/2022 to 1/1/2023. I tried calling them to see exactly what the breach was about and what information of mine was accessed. I called today 7/17/2024 @2:23pm tried to speak with *** about the incident but she disconnected the call. I called back and spoke with a male @2:40pm before I could get his name, he disconnected the call because I requested to speak with a supervisor. The phone number I called was **************. Once they disconnected the call and I tried to call back my phone kept giving me a message stating: (Your phones not registered on a network, so you can only make emergency calls) as if they disrupted my service for about 10 mins both times when I tried to call back.
Business Response
Date: 08/09/2024
August 10, 2024

Better Business Bureau
Online Complaint

No: 22016363
Re: ********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************. In her complaint, **************** asserts that Cricket Wireless notified her on July 15, 2024, about a data incident that occurred between May 1, 2022, and January 1, 2023. She attempted to contact Cricket Wireless customer care to obtain more information about the incident and the information that was accessed. On July 17, 2024, at 2:23 pm, she spoke with ***, who disconnected the call when she asked about the incident. She then spoke with a male at 2:40 pm, who also disconnected the call when she requested to speak with a supervisor. When she attempted to call back, her wireless device displayed a message stating that her device was not registered on the network, and she was unable to make calls for approximately ten minutes. **************** is requesting a resolution to this issue.
We contacted **************** on July 31, 2024, to discuss her complaint. We explained to her that Cricket Wireless customer data was illegally downloaded from our workspace on a third-party cloud-based application. The investigation indicates the downloaded data included calls and text message records from May 1, 2022,to October 31, 2022, as well as on January 2, 2023. The call and text records identify the phone numbers with which a Cricket Wireless number interacted during this period. It also included counts of those calls or texts and total call durations for specific days or months. The compromised data does not include the content of calls or text messages nor personal information, such as social security number, date of birth, or financial information.
Protecting customer data is a top priority for **********************. We have confirmed with **************** that the affected system has been secured. We hold ourselves to high privacy standards and are always looking for ways to improve our security practices. More information and details about the information that was accessed can be found at: *************************************************.
Lastly,we assured her that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service. We shared with **************** that we have escalated her experience to our call center executive leadership teams and assured her they will investigate further with call center managers and representatives.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Customer Answer
Date: 08/14/2024
I would like for them to take care of my wireless phone bill for 2 months at $63 totaling $126 for the hassle, the inconvenience and time spend trying to get this issue resolved. And going forward make sure their customer are protected from these types of issues going forward.

Thank you
Initial Complaint
Date:07/19/2024
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.
Unauthorized Charge and Refusal of Refund at Cricket Wireless Store /Complaint Details:On June 2, 2024, at 2:24 PM, I purchased a ******** ************ 5G (2024), along with a Quickcell Protective Case (Lifetime Warranty) and a Quickcell Screen Protector (Lifetime Warranty) from the Cricket Wireless Authorized Retailer located at ***********************************************This past weekend, July *****, I attempted to file a claim online for my screen protector. However, the process required proof of purchase. Upon reviewing my receipt, I noticed an unauthorized charge for an Argom Tech BOOGIEBOOM Speaker - Black, totaling $42.59 (including tax).I visited the Cricket store on Thursday, July 18, 2024, at approximately 2:56 PM. The employee confirmed the date and time from my receipt and reviewed video footage. They acknowledged that I did not purchase the BOOGIEBOOM Speaker and decided to get one and hand it to me, saying, Here you go. I then explicitly stated that I did not want the speaker and requested a refund of the money that I was charged.However, the employee informed me that it is store policy not to give refunds for accessories. Despite admitting their mistake and acknowledging my lack of interest in the speaker, they refused to refund my money. I escalated the situation, but they remained uncooperative.I have video footage of this altercation, where they acknowledge the error and admitted fault but still withheld my rightful refund. This situation amounts to theft, as I paid for something I never bought.I kindly request your assistance in resolving this matter promptly.
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22014935
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In his complaint, ********** stated that he purchased a ******** ************ 5G 2024, a Quickcell Protective Case (Lifetime Warranty), and a Quickcell Screen Protector (Lifetime Warranty) from the Cricket Wireless Authorized Retailer on June 2, 2024. However, upon attempting to file a claim for his screen protector, he noticed an unauthorized charge for an Argom Tech BOOGIEBOOM Speaker - Black, totaling $42.59 (including tax) on his receipt. Despite admitting their mistake and acknowledging his lack of interest in the speaker, the store refused to refund his money, citing store policy. ********** has video footage of the altercation and kindly requests assistance in resolving this matter promptly.

We contacted ********** on July 25, 2024,to discuss his complaint. He expressed dissatisfaction with his customer service experience at *************************************************** store,where he was charged for a speaker that he never requested, and his refund was repeatedly denied by store representatives and managers. We apologized for his experience and assured him that we would escalate his feedback to the executive managers that works directly with this authorized retailer and their managers for further investigation.

Additionally, we processed a one-time courtesy credit on his Cricket Wireless account due to the unauthorized charge, and ********* confirmed his satisfaction with the resolution provided.

Regards,

Cricket Wireless
Office of the President ********************************************* NE
*******, ********
Initial Complaint
Date:07/19/2024
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.
Around July 1, 2024 I purchased a new phone from the Cricket wireless located on *********************. When I got the phone home I noticed it was not working correctly and would drop my call. Would not allow me to dial out, navigation would not work and many other issue. I first felt that it was just a need for me to understand a new phone. I later realized that the was a crawl message at the bottom of the phone that stayed that the device was owned by my organization. I took the phone back to the store in order to get this fixed. I was told by the store manager that there was nothing wrong the phone and that the message had to be related to my work email. This is person phone that I purchased and not related to work. I noticed the it dep of my work who stated that there was no way that the work email was effecting the phone. I smashed to speak to the regional manager who told me to call customer service. I did that and then after sitting on hold for an hour I got the warrantee **** who ended up disconnecting my call. At this point I was angry but not rude or yelling. I went back to the store for the 3 Rd time to talk to the manager to attempt to resolve this and get a working phone. I was standing in line a told another customer what bad customer service I had with this and the manager yelled at me and kicked me out of the store. Area manager offered no assistance either. Manager name is ******* and Regional manager is *******. My phone still does not work and I'm out 350$. I looked up on line and there is a known issue with this devise. I'm requesting that I be reimbursed the cost of the phone. I'm going elsewhere for phone service due to the extremely poor customer service
Business Response
Date: 08/12/2024
August 10,2024

Better Business Bureau
Online Complaint

No: 22012875
Re: *********************-Creek

Dear **********

This correspondence is in response to a complaint filed by *********************-Creek. In her complaint, **************-Creek states that she purchased a new device at the ********************** authorized retail store on ********************, around July 1, 2024. She went home and discovered the device was not working correctly, and then she noticed a crawl message at the bottom of the device that said her device was owned by her organization. She adds that she took the device back to the store to get it fixed, but the store manager stated that there was nothing wrong with the device and that the message had to be related to her work email.She explains that she tried to speak to the regional manager, who advised her to call the customer care center, but she was disconnected after sitting on hold for an hour. She went back to the store for the third time to speak to the manager, but he yelled at her and kicked her out of the store. *************************-Creek is requesting to be reimbursed for the cost of the device.

We contacted **************-Creek on July *******, to discuss her complaint. After reviewing her account, we found that her device is eligible to be replaced through our Cricket Wireless return center. We provided her with expectations of the return process, and **************-Creek agreed to file a claim to get a replacement.

*************-Creek confirmed that she received the steps to complete her warranty claim via e-mail along with the return labels for her damaged device. She stated she would return her device within the following days. We explained to her that she would receive a replacement device within 24 to 48 business hours after her device was returned. In addition, we shared with her via e-mail that we applied a courtesy credit to her Cricket Wireless account for the inconvenience she experienced.

Lastly,we want to assure **************-Creek that Cricket Wireless takes pride in our customer experience and is committed to providing excellent customer service with every customer interaction. We have escalated **************-Creeks experience to the Cricket Wireless executive leadership team that works directly with that store location and managers. We assure her they will investigate.

Regards,

Cricket Wireless
Office of the President
***************************************** NE
*******, ********
Initial Complaint
Date:07/18/2024
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.
I have bought a phone that has been replaced 3 going on 4 times. It has a manufacturer defect. They make you pay for refurbished used phone. I've tried over 10 resolutions between sales, warranty and regular depts. They want to resend the same phone that is about to blow up. I've spent a over $400 returning and getting different phones. They won't help or give a cooperate number .
Business Response
Date: 08/05/2024
August 5, 2024

Better Business Bureau
Online Complaint

No: 22011887
Re: ***************************

Dear ********** ************ correspondence is in response to a complaint filed by ***************************. In her complaint, she stated that she has purchased a phone that has been replaced three times, going on four, due to a manufacturer defect. She mentioned that she was made to pay for a refurbished used phone and has tried over ten different resolutions between sales, warranty, and regular departments. Despite her efforts, she was informed that the same phone, which is about to blow up, will be resent to her. She also mentioned that she has spent over $400 returning and getting different phones,and that the company has refused to help or provide a corporate number.

We contacted ****************** on July 29, 2024, to discuss her complaint. After reviewing her account, we found that she had made an insurance claim due to the manufacturer issues that her device had. We explained to her that when processing an insurance claim for her device, a non-refundable deductible is required. More information about the insurance claims can be found at: *******************************************************************************
****************** confirmed that she purchased a new device as the replacement phones she received and experienced the same manufacturer issues with the new device.

We offered ****************** a one-time courtesy credit to cover the price of the new device purchased and she agreed to our offer. She confirmed that she was satisfied with the resolution and had no additional questions regarding her complaint.

Regards,

Cricket Wireless
Office of the president
***************************************** NE
*******, ********

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Cricket Wireless, LLC is NOT a BBB Accredited Business.