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:01/04/2025

  Type:Service or Repair 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.

  My 72-year-old mother, visited the ******* store in Barrington, RI on December 16th. She received only a printed quote, not a contract, and the new plan was approximately $100 more expensive per month than her previous plan. I visited the store today.. The same salesperson claimed my mother understood everything, stating his job was "to sell phones, nothing more." She believed she was forced to add an unwanted iPad to her plan, and did not know her old phone was being traded in. She was very surprised and upset when her iPhone 14 was taken and not returned. When I requested a copy of the contract (as one was not provided at purchase), I found no mention of her prior phone being traded in. I was eventually provided a document showing a $97 trade-in for an iPhone 11, not the iPhone 14 that was taken. She was also told she could cancel within a month if dissatisfied which she understood to mean her old phone would be returned. I understand there were promotions of a free phone, iPad, and watch in December, and that ******* offers senior discounts. None of this was offered to her. She was steered into purchasing an iPhone 16 Pro, which costs more than the "free phone" credit, without being compensated for her trade-in. There was no proper documentation of the trade-in. They failed to set up her voicemail, told her she was locked out of her Apple ID, and gave her a new "temporary" Apple ID, rather than simply resetting her password. She was told to return later for assistance with this. she isn't receiving credit for the trade-in, why the manager claims promotional credits cover the trade-in. I don't understand why her photos, contacts, etc. were not properly transferred. My mother was also under the impression ******* would handle all fees related to leaving ***** but this isn't documented. Instead, she was charged $49 for ******* set up and go. She was enrolled in $20/month ******* device protection. She was not told how to claim a $200 switcher rebate.