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:03/22/2023

  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.

  Three months ago I upgraded my phone to the *** ** 5G, within a three weeks, the upgraded phone would not hold a charge so I had to return for a replacement phone through my warranty, I had to wait four days for the replacement to reach the store for me to pick it up. The replacement phone would not charge, therefore I had to return to the store the following day to replace the replacement phone. Four more days goes by before picking up third replacement phone. Which also would not hold a charge after a week. So I had to warranty it out as well. So I returned to the store and asked for a loaner phone while the new phone is being delivered, which I was given a used, damaged phone to use. I asked can I just replace the phone with a new make and model with equal or lesser value. The store said all they are able to do is keep using my warranty and keep replacing the same phone with the same make and model. I contacted the manufacturer to see if they would replace it. I was informed that my business is with the store and not the manufacturer. I called ******* corporate and was told when I pick up the fourth phone that it will be a different make and model. However, when I got to the store there were no notes posted to my account about switching the model with equal or lesser value. So we got corporate on the phone while at the store. Corporate was told by the dealer at the store that corporate can not tell a dealer to replace a phone at no charge. So it was suggested that I spend additional money to upgrade to a different model, I informed corporate and the dealer knows that the *** ** is an upgrade and its unfair to tell me I need to spend more money and upgrade when this suppose to be an upgrade. I spend over 200 dollars on the upgrade and the dealer nor corporate has successfully given me an upgraded workable phone. *******, waved payment of my bill for March and allowed me to have high speed internet for one month at no charge, However, I made it clear those perks are for my inconvenience, gas, and time taking off work. Not compensation for the phone that will not keep a charge. Thank you in advance for your consideration to this matter.

  Business Response

  Date: 04/03/2023

  This complaint was filed against the wrong company. We have no relationship with *******.

  Customer Answer

  Date: 04/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 apologize for the icomplaint/nformation sent to this company which I thought were the headquarter of ******* powered by ********.  I sincerely apologize. 

  Regards,
  
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