Complaints

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

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  Buyyourownmodem.com

  105 S State St Ste 224 Orem, UT 84058-5419

• 

  Buyyourownmodem.com

  105 S State St #224 Orem, UT 84058

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:09/18/2024

  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.

  On 7/29/24,I ordered a new modem/router from this merchant,what I received was a used modem.I tried to contact the merchant via email,but they don't respond,also I couldn't find a phone number either.I filed a dispute with my bank for the debit card purchase,and I just found out today from my bank that It was resolved in their favor because I didn't return the modem.I didn't return it because the vendor never authorized a return because they have never responded to any of my emails.I would gladly return this used modem in exchange for a new one, or a refund when I return this modem.thanks,Brad Finstrom

  Business Response

  Date: 09/19/2024

  Unfortunately the customer has not been able to read, respond, or return anything and so rightfully so they lost their dispute with their CC company as seen in the attachments provided showing the item was listed to be in refurbished (not new) condition, and the customer received a response within 24 hours including return instruction but neglected to return the item.  It has now passed our generous 60 day return window for a refund and but the item is backed by our 1 year replacement warranty but in this case he is wanting a different condition then what was listed.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22304256
  
  I am rejecting this response because:It is obvious I have been scammed by a company with poor business practices.You wanted my credit card in order for me to contact you,or your tech dept.there is no way you were going to rip me off for more money.I looked for a phone number to try to contact you with no luck,obviously you don't want to be contacted.I feel like I have 100% been ripped off by you.I was hoping after the Initial email you would have authorized a return,and I would have gladly returned it.
  
  Sincerely,
  
  Brad Finstrom

• Initial Complaint

  Date:10/10/2022

  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.

  Two items were purchased on line, from (buyyourownmodem) with the note slightly scratched or dented but refurbished. ((Refurbished is the key word here) When the two items arrived they were sent by two different private individuals from two different states. they were dirty right out of the box as you would expected when sold used and by individuals on line. i contacted the company the same day i received them and asked them to take them back, after several emails it became clear they would take them back but were going to use there warranty return policy to blame me for any none working item. after several more emails they refused to commit to a full return, but wanted me to send them back at my experience. Summery these items could not be refurbished and confirmed refurbished by the selling company if they were sent from private individuals. this is fraudulent i don't expect to get my money back but i don't want others to fall victim to this company. if i could get my charges reversed by the company that would be great but not expected based on past contact with them. Full E-mail chain attached.

  Business Response

  Date: 10/12/2022

  Buyer purchased items from us under the following listing page of which it states in CAPS LOCK that the item are listed to be in refurbished condition and even provide a SPECIFIC DEFINITION as to what refurbished means.  Such is provided on the item description page and is also included in our purchase terms that MUST be accepted in order to complete checkout.  Buyer sent us a return request stating that "we don't buy used equipment" and there were some cosmetic flaws which in our definition in clearly states.  We list the item at a 50% discount for what a brand new one goes for on Amazon so the pricing also did not reflect a new unit market price as bottom line is the buyer didn't read and perform the due diligence before purchase.  We have issued return instructions for the buyer to return the items but they flat out refuse and say unless we accept there demands of no restocking fees and pre-paid postage back then they will not return them but will instead try and smear us online of which we have alerted our legal dept of such.  Just as we told the buyer, we will await the items return via the return instructions provided so that we can get it processed accordingly for them.

• Initial Complaint

  Date:09/20/2022

  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.

  Company refuses to refund my money after I returned the equipment. I used *** and had tracking. They have the item but are not refunding my account.

  Business Response

  Date: 09/21/2022

  This is a lie as the customer filed a dispute via Paypal which put the funds on hold instead of just contacting us for an RMA.  Nonetheless, we issued him the option to return for a refund but had to do so via Paypal since there was not a pending claim and are now waiting for Paypal to complete the process and issue the refund as customer has simply made this so much hard then it needed to be so that we could get his return processed much faster but they decided to include a middleman and so we have to work through them to resolve it at that point and it will delay it a little longer but Customer will be refunded.

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18051053
  
  I am rejecting this response because: I will accept when the refund has cleared, the seller has demonstrated that they are unwilling to be a reputable business and continue to insult and argue with customers, I will accept a resolution when the funds have actually cleared the ach..
  
  Sincerely,
  
  *************************