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:06/10/2025

  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.

  I bought a “loaner” phone from the cell phone guy (***** *********). It is only for Verizon, ***** was very aware of the service provider I had. The phone will not work on my network, (***** assured me it Would) within 3 days of purchasing I brought back for a refund of 54.60, I had the receipt I was “helped” by a hourly employee (as he described himself) who would not do a return. He wanted to do an exchange for a phone that the glass was chipped, or a iPhone that was so old it could not be updated also with no guarantee it would work on my network. Very unprofessional!! I would like a refund. AS ***** ********* said it would work. He also said I could come back for a refund, I called on 6/9/2025, went to the store on 6/10/25 WAS treated very rude and unprofessional also ***** called me demanding a apology. Please People be aware this is not a good business, poor representation of Sioux Falls. I said I would never do business with them again and was told “well you don’t know people here since you’re traveling so we don’t care”.

  Business Response

  Date: 06/10/2025

  Customer bought a phone, didn't have her sim with her, with a 14 day exchange. Customer offered an exchange.

  Business Response

  Date: 06/20/2025

  We specifically stated exchange only in 14 days, no refund as stated on receipt. 

• Initial Complaint

  Date:03/07/2025

  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.

  brought my husbands phone in with the back glass broken camera not working and the flash not working They said we should do a diagnostic fee for the camera because that was not common so I agreed They told me camera didn’t need to be replaced they unplugged it and plugged it back in so it worked He told me it was going to be around $350 to replace the back glass however when i was in there earlier the employee told me that they could do it for about $250 whatever the phone was supposed to be fixed so i just accepted it. we got the phone back, they showed us the camera and flash worked, the back glass was replaced, i paid and left. Not even an hour later we had to go back because the phone was boot looping and turning off every 5 minutes, making it unusable. They told us they had to replace ANOTHER part to fix this. We were charged for this part even thought the phone did NOT do this when we dropped it off, so whatever they did when they had the phone messed something up the next day they replace it and the phone boot loops again. so this $90 part did NOT fix this problem. the employee even told me “we took that old part out and there was actually nothing wrong with it” so i paid to have a part replaced that didn’t need replacing, and he still made me pay for it. Now the phone was working wednesday afternoon when we took it so i thought we would be done dealing with these scammers. Thursday rolls around and the camera and flash don’t work AGAIN. So ive paid $500 over the week and my phone is still not fixed. I asked to just get the $90 for the part that wasnt broken and didn’t fix anything back and we could be done with all of this, he refuses to refund me. so now the phone is still not done with all the repairs and i’ve paid $500 and spent way too much of my time in this shop. now 2 months later the camera and flash don’t work and the phone overheats and boot loops again. i had to buy a replacement phone they messed it up so bad

  Business Response

  Date: 03/21/2025

  We offer a warranty on all parts we replace. If there is additional parts then we obviously can warranty parts we do not replace. Have you tried software updates to see if this can fix it. We know Apple was having lots of boot loop issues a couple softwares ago.

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  phone is completely updated. we actually had to get rid of the phone and buy a whole new one as it was unusable and we don’t live anywhere near sioux falls to keep being jerked around. not once when i was in that store did you tell me that you would try to replace it again because of warranty. i would like my money back for “repairs” because the phone was NOT repaired it was actually damaged in your store more than when we brought it in. 
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:11/20/2024

  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.

  I brought my phone in to get the screen repaired and was told it will be $500 for an OEM screen. I needed to use a leasing program through ***** to do payments on the repair. I was told that ***** requires them to use an OEM screen to qualify for the repair and they didn't have the cheap aftermarket screens on hand anyway. After coming back my bill was $711 for the screen, tax, labor, and a warranty. I paid went out to my vehicle and found the back of my phone was cracked. I went back in and the tech said sorry I forgot to say I broke that. It was repaired for free. Later that day I noticed my screen wasn't working properly and the cameras also didn't work. I brought the phone back and they then say the cpu was bad and would be another $300. I declined and went to another repair shop to get his opinion. He told me a cheap aftermarket screen was used and cameras were damaged during screen repair. I go back to cell phone guy and they wanted me to put insurance on my phone and file a complaint after a few days and get a new phone. After I sign up for this insurance it wants me to take pictures in a mirror using the phones camera to make sure nothing is broken and working correctly. With the cameras not working I couldn't do that. The guy from cell phone guy said it's fine, I'll take pictures using my phone and we can submit it that way. Needless to say the insurance company was not accepting that.

  Business Response

  Date: 11/21/2024

  We have a warranty that covers all parts we replaced. This in your case is the screen and battery door. We opened it again and tried multiple cameras inside your phone and they do not work. We went through with you the camera roll to see you had no pictures taken in some days. When a phone is broken and we can't test prior to repair we can only test and warranty the parts we repair. 

  Business Response

  Date: 11/26/2024

  You have a warranty with us. Let us know by stopping in if you want us to offer the warranty service?
  
  You also leased this so they have an option for insurance. Did you select for this insurance, you could file a claim if you did, or you can return the

  merchandise to them if you want to get out of the lease.

   

  Let us know as we would love to help. Thanks for the communication. 

  Customer Answer

  Date: 12/02/2024

  I took the phone elsewhere and had the front camera replaced and now my phone other than the aftermarket screen works. I'll have that replaced by next week to further show it's not OEM. I was told that the camera wiring was damaged when screen was replaced and other cameras weren't put in to test like cell phone guy claims he did. 

• Initial Complaint

  Date:09/28/2024

  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.

  We dropped our son’s Nintendo switch off to have it diagnosed and possibly repaired. We were never notified of the cost of the repair, but instead the unit was repaired and then we were notified of the additional cost besides what we paid for a diagnostic fee.
  
  We contacted them on 2 different occasions asking for updates on the system and they didn’t have info for us. They lack communication about your device or even about the estimated cost for the repair.
  
  After reading the terms and conditions on the back of the sales ticket, you are agreeing to pay them whatever they charge for your repairs or forfeit your item to them to resell later. They have you between a rock and a hard spot. You are never allowed to decide if the value of the repair is worth it or not.
  
  In our case, my wife dropped it off, but did not sign anything. She did not agree to their terms.
  
  I had a VERY long discussion with them when I picked it up. I felt I should only pay part of the total because we already payed a diagnostic fee to have it diagnosed. The way they do it is start removing and replacing parts until it works.
  
  When we did ask how much the repair was going to be, they couldn’t tell us because they don’t seem to know what a part costs or how much the labor is to install that part.
  
  When I was there to pick it up, they couldn’t or wouldn’t tell me how much the parts or labor was. My bill was for “time and effort.”
  
  So our $289 switch cost us $75 diagnostics and $201 repair fee for a total of $276. At that point, you’re invested because you already paid to have them diagnose it and you’re stuck because buying a brand new replacement item is another $289.
  
  Bottom line: you will pay more than you expect for repairs and you will either pay what they tell you or you will forfeit your device. Plus, they will proceed with repairing it without telling you what it’s going to cost you.

  Business Response

  Date: 09/30/2024

  Customers wife dropped off the switch and paid $69.99 + tax. ($74.33) with tax. The customer thought it was the charging port, we informed the customer it may be but it may be something else inside. We are so glad we didn't let the customer pay for the charging port as this was not the repair needed. 

  Customer called and talked to us, and we informed the customer we believe it to be a motherboard chip inside the unit that is failing, but we were waiting on the parts. 

  We replaced the chip and our diagnostics and "guess" was correct even though it was different than the customers "guess". 

  For a motherboard chip replacement of this style the parts and labor cost was $189.99 + tax. 

  The customer seemed to want to tell us we should operate business differently, but we disagree. 

  If this motherboard chip would have no been the issue then the repair attempt would have been charged $0. 

  We were clear up front that it would cost more than the diagnostics, however it depends on the issue and what parts and labor was needed for the successful repair.

  Customer put a post on social media, and we feel it is misleading due to the way the post is written. 

  We would suggest removing the post online as we are monitoring this for any additional legal action.

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  my wife called the business when we did not hear back from them about the repair. They said that it was not the charging port. She asked what do we do from here.?  They did say they thought it was a chip. We thought they would figure out what it was and then let us know how much repairing that part would cost. We never got a follow up phone call letting us know what the repair cost would be to make a decision about whether the repair would be worth the repair cost or not. 
  

  in this format, the term diagnostic cost is misleading. The diagnostic cost should cover determining what the broken part is and what it would cost to repair said part. 
  

  we never signed the initial user agreement agreeing to their terms and never gave the go ahead to repair the item without knowing the cost. 
  

  we are free to speak about our personal experience with the company on social media without fear of sharing our experience and getting silenced by threats of reprisal. 
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 10/14/2024

  Customer paid and accepted the price. I am not sure what else we can do at this point as we provided service and customer paid for the service. 

• Initial Complaint

  Date:10/26/2023

  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.

  Under Section 37-24-6 of the Chapter classifies false and fraudulent advertising as a deceptive act or practice and therefore prohibited.
  
  I feel I was lured under false and deceptive practices.
  
  I spoke to Tyler owner of the cell pbone guy, I told him I had an insurance claim to fix my phone. He proceeded to con me into paying for the full ammount out of pocket staring I would be reimbursed.
  
  The next day while attempting to get my reimbursement I realized I was at the wrong store he then proceeded to offer his assistance by committing insurance fraud and purchasing a insurance plan from his store inorder to submit a false claim on a future date.

  Business Response

  Date: 10/27/2023

  Customer received all services he was charged for. Customer was threatening and name calling in the store. Our business called the police to have the customer removed from the store. Police called and advised us to not help the customer. The customer called back and told our employee to eat dick.

• Initial Complaint

  Date:09/20/2023

  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.

  Went to get used phone, $149.99, found out at ******** it cost $60-new, Tyler found out I was on PSS and sent me to ******** ******** where **** informed me the items I marked on the receipts. He printed on one page activation was free, them on another page charged me $39.99. ***** **** is disputing charges agent could not believe what she was documenting.

  Business Response

  Date: 09/20/2023

  The customer bought an unlocked phone. A locked version of the phone would have been cheaper. The customer was unable to get a locked one because he was on ******** **** and then had to transfer to ********. If he would have gotten a locked phone he would not have been able to use it on ********. The customer came into the store and demanded a refund. We helped the customer refer to a FREE monthly plan ACP program. Without us recommending this plan he would be charged $360+ a year for phone service. With our recommendation he will be charged $0. When it left our door it was working. Is there something physically wrong with the device?

  Business Response

  Date: 10/01/2023

  The client had no idea he could get a $0 monthly service. We helped save him $30 a month for the rest of his life or until the us government stops this program..

  $360 in a year 

  $36000 in 10 years 

  Customer you are welcome for helping you and teaching you about this program. 

  We charge activation fees on all phones we sell. ******** is a different company so they may or may not have activation fees. 

   

  The phone was unlocked. The phone used and unlocked have a higher value than a new locked one. 

   

  If there is a warranty issue the client did buy a warranty.

   

  We don't offer refunds. 

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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.

  We took our son’s laptop in December 2022 to have the charging port repaired. It was sent to ******** for the repair. We have been attempting to get the laptop back and have been told “it was sent to the wrong location “ and now today 3/15/23 we are told “the wrong laptop was sent “. We are not able to get our laptop returned to us and have been told it was not repaired

  Business Response

  Date: 03/26/2023

  We offered a solution and haven't heard back from the customer. 

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  I took a ******** switch to be repaired. Paid a total of $******, then was given a product that was not mine. I returned it to store to inform them of the mistake and was refused a refund and told to leave the place of business on December 6, 2022.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/13) */
  The customer has her correct ******** Switch. We had many and one of our humans made a mistake. It has been correct. We cant offer a refund as the service is complete.
  
  Thanks again,
  Tyler