Complaints

This profile includes complaints for Wireless Zone's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Wireless Zone has 10 locations, listed below.

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  Wireless Zone

  38 Main Street Saranac Lake, NY 12983

• 

  Wireless Zone

  26397 Johnson Road Evans Mills, NY 13637

• 

  Wireless Zone

  5 Franklin Plaza Dansville, NY 14437

• 

  Wireless Zone

  37 Main St Hornell, NY 14843

• 

  Wireless Zone

  3170 Chili Ave Rochester, NY 14624-5410

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:09/19/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  This morning (09/19/2024) our employee, ***** *******, was called by the Wireless Zone of Hornell NY offering him an upgrade to the new *******. We provide phones to all our employees so they can be reached for emergency, as well as, work related instructions. ***** called me and asked if he could upgrade to the new ******* and I asked him what he had been offered. They told him that he could upgrade for $10.00 and his old phone. Sounding too good to be true, he questioned them further and was assured that if he came in with his old phone that he could upgrade for $10.00, so I took my time to go down with him and then they proceeded to tell us that we had to change our plan to a new (more expensive) plan to get the deal. We have 9 phones on the plan and have done business with ******* for many years. Their advertising is a bait and switch operation, promising one thing and then after spending time and money to go to the store finding out they just want to get more money out of us. They should have checked what plan we were on before calling us and making promises they didn't keep. We;re tired of false advertising, and misrepresenting supposed deals. This has happened several times before, to several of my employees, chasing me to a supposed deal. Sincerely, **** ******** **** ********* ** ******* ******** *********

• Initial Complaint

  Date:09/25/2023

  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.

  My self and my wife went to the ******* in Dansville on or around 07/10 regarding our bill. Spoke with Jen (who stated she was the manager) she brought our bill down from $400 to $350 a month. I told her that is still out rageous as I was told it would be below $300 a month when we get the devices. She told me that she apologizes but that employee no longer works there. She told myself and my wife we could bring our devices to a corporate location and return them as long as the devices are current they will take them back with a $50 restocking fee. I decided to get phones for me and my wife with ******** mobile and My wife drove 50 miles to the closest corporate location where they told her they are not able to do that. I went back to speak with the district manager Brad regarding this and no out come has came yet.. I want to return the devices as was told by Jen (manager) because now we are in another contract due to her mis information.

  Business Response

  Date: 10/23/2023

  BBB spoke to Jen at the business and the following was relayed:

  I recall speaking with the customer and what I relayed was that they could try corporate, I never told them it was a guarantee. I also gave them the district manager's contact info who would be their person to contact. I do feel bad for the customer but we are only a franchise and it is beyond what we can assist with. I did try and lower the bill for the customer as much as we were able to.

• Initial Complaint

  Date:08/02/2022

  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.

  During the last week in June 2022 I brought my ******* ** flip-top phone into what I thought was the ******* Store at 159 Market St in Potsdam, NY, in order to exchange it -- as previously arranged -- for an updated model of the same phone before its 3G was dropped from service. The ** phone was taken from me by a staff member who disconnected it from service and removed my on-line ******* account via store computer. He then told me that I could not have an upgrade on this phone and had to buy a new tablet/phone. At that point, I was without any phone service. I am 79-years-old and live alone; I was very upset to be denied phone access. After paying $160 for a smart phone, I left the store, very upset, and came back two days later accompanied by a neighbor who negotiated an exchange for an ***** ******* * flip-top for $127.60. I did not realize until several weeks later that the store had been taken over by Wireless Zone, a ******* Retailer.

  Business Response

  Date: 08/18/2022

  BBB spoke to Mike at the business and the following was relayed:

  The customer came in regarding the notice that 3G service/phones are going to be retired by the end of the year and 4G is going to be needed to be compatible moving forward. The customer got the letter that she needed to upgrade and she had an offer on her account to receive a smart phone for free. She would purchase and then be credited back monthly on her bill for the phone. The customer had a flip phone that she brought in. She accepted the smart phone offer but had difficulty understanding the phone and returned a few days later. She wanted to put her old phone back on but once removed the system will not allow a 3G phone to be re-added. We exchanged for another flip phone and waived any restocking fees for the smart phone. The new flip phone cost approximately $130 over the course of 36 months, so $3.61 a month on her phone bill.

  Currently, the district manager is reviewing and will have any additional information at the time review is completed.