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:01/06/2023

  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.

  Purched a wifi router & unlimited wifi for ****************** both routers were used, had to replace both more than once due to them overheating and not working, very difficult to get replacements, never got credit for time service didn't work. My daughter sent hers back & got another provider. Mine quit again, called & got a 3rd used router and was told not to use the card in the router was was sent, to swap it out with the card that was in my old router but I couldn't do that because they were different sizes, called company & was hung up on by receptionist, so I texted her and told her to cancel my account & refund me, she texted back and told me when she received their equipment back she would refund me, sent equipment back via *** and according to tracking the equipment was delivered to the company on Dec. 27, 2023 so I texted and asked for my refund for router and a month of service and as of yet they have not done that. They owe me $299.00 for the used router and ****** for a month's service.

  Business Response

  Date: 05/21/2023

  We charge a Lifetime lease on all equipment. Which customer was fully aware of. I sent her  a replacement device at no costs to her as is the same with all my customers who never pay for a service call or replacement of equipment due to the lifetime lease. She refused to send any of our equipment back when she canceled service. I will refund her the money for shipping back in the sum of $32.65. 

  Customer Answer

  Date: 05/22/2023

   I am rejecting this response because: I did send the equipment back & have sent them proof of that, they also charged me $120.00 for the month of December & I sent rhe equipment back prior to being charged, 
  
  
  

  Business Response

  Date: 05/23/2023

  As you can see it was clearly at the end of December was when equipment was returned and we were paying for 2 services while customer refused to return our equipment. So I still stand by my original offer

  Customer Answer

  Date: 05/23/2023

   I am rejecting this response because:  I never refused to return the equipment, as you can see she told me to return the equipment & I would be refunded, I sent the equipment back just like I said & I sent her proof it was returned, maybe she can explain why I was told to put an ice pack under it to keep it from overheating & catching in fire, she rold my daughter the same thing, thus company NEVER sent me anything new, it was always old & broken....