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:06/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  ******* Fia*cee switched over to Cricket i* March 2023. We specifically told the Represe*tative that we wa*ted I*sura*ce o* both of our devices. She said ok. My pho*e had dropped yesterday @ my scree* cracked a*d *ow I'm *ot able to see a*ythi*g o* my pho*e. I called Assurio* to file a claim a*d they told me the i*sura*ce is o*ly o* my Fia*cee pho*e. I go called Cricket several times throughout the day tryi*g to get my issues resolved. The represe*tatives a*d ******** were*'t helpful. All they told me was to go back to the store where I we*t a*d they also told me my device was*'t eligible. I feel like I was mislead o* the issue a*d the represe*tative from the store should have told us that whe* we joi*ed i*stead of telli*g us she'll add the i*sura*ce o* our devices. This is totally u*acceptable & I *eed my issue RESOLVED!!! I should*'t have to keep calli*g a cell pho*e carrier ma*y times throughout the day tryi*g to get a* issue resolved. All the reps * ******** deserve a 0!!

  Business Response

  Date: 07/02/2023

  Hello:

  I hope you are having a great day.

  We received the letter in the mail last June 28th of this year and as soon as I review the information I looked into our records that was kind of hard to match because Customer's account is under a different account holders name, however we find the number and went over details to find the best solution for our customer. First I will like to inform you that Customer was contacted on June 28th (same day we got the letter) and we oferred the following: Galaxy A54 or S21 and reduce $50.00 and waived the $25.00 activation fee. Or we can check if the screen can be replaced and take care of the cost of the screen repair but customer stated that he already spoke with a different person and it will be taken care of.

  In regagards to Protection Plans Customer brought his own device when they fist switch to our services  and not all devices are elegible for protection the system will determine that.  All transaction made in store must be manually confirmed by our customers on the *** PAD SCREEN - INGENICO. That can only be accepted by Customer and/or in case of rejection customer has to double check the option. In this case protection coverage  was rejected at the time of purchase and later upgrade.

  We had offer  two options for our customer but he declined them.

   

  Customer Answer

  Date: 07/03/2023

   
  I am rejecting this response because:
  I wasn't told by the company that they offer me the ********** would waive $50 & the $25 activation fee. All I was given was a list of phones that are able to get Insurance on last week. I called the store n one of the reps were rude!!!! I went to a store and ***** advised me that she can assist me, but again, never was told they would waive $50 n $25 activation fee. I was only told that my A52 wasn't able to get Insurance on, which is very misleading still. ******* finances totally feel it was ******* fault in the store when we switched over to you all that she told us she would add Insurance on my line. Nothing was mentioned about certain devices being on Insurance. This is very acceptable!!!