ComplaintsforViaero Wireless

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 5/4/2024 I went to the Viaerro Wireless office in Scottsbluff in response to a media ad for their services. My husband and myself contacted the customer service agent there and she showed us various phones and plans. We selected two phones and the 55+ Unlimited plan for $25 dollars a month. The female agent looked up the trade in value for my husbands Galaxie 20+ 5g and told us it was worth $700 in trade in value so we proceeded to sign up for Viaerro services based upon the trade in value. When we got our first bill of $349.61 we called the office in Scottsbluff to find out why it had been changed so much from the promised amount. We were told first that the agent who signed us was”no longer with the company” and that they were not honoring the trade value set by their agent and instead changed it to a $70 trade value AFTER signing the contract. So they started giving us the “stall and shuffle” tactic and said someone would get back to us. A different agent, Giovanni, texted on 6/10/24 at 4:07 pm, and I told him that the only reason we signed up was because of the promised trade value and now they were changing that AFTER the contract was signed. So the stall and shuffle began where he had to contact the manager and then offered excuse after excuse and passing the blame. He said the manager would contact us and that was also a lie. They just swept us into a corner for discarding. We have all receipts and texts. They charged us a $500 deposit which we paid and then we got the horribly inflated bill and secretly rescinded the $700 trade in value that their agent quoted us. When Giovanni contacted us later we told him to unwind the deal since they were going to renig on their promise of $700 trade in and return our phones. Giovanni said our phones would not be returned and offered me a $70 credit for my husbands $1,200 phone. He said the manager would contact us and that was a lie. This was a total bait and switch from the first word.

  Business response

  06/25/2024

  Viaero worked directly with this customer to resolve this prior to Viaero being notified of the complaint. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been experiencing issues with their network and data connection for over a week. Their IT area has horrible customer service. They created a ticket and I asked them multiple times to not dial the number experiencing issues because it wasn't able to receive calls because of the issues with their network. I asked them to dial my number which they continued to not do. They'd call the other number that wasn't working and then say they tried reaching out and we could never progress with finding a solution. I'd call and they would just add more details to the ticket without any resolutions. They have terribly long hold times and they've hung up multiple times and they never call back. Finally got tired of waiting for a solution and switched to a different carrier. They continued to drag their feet and were delaying releasing the phone number. Overall it's been a terrible experience and they shouldn't be in the phone carrier market.

  Business response

  10/09/2023

  Mr Garcia notified Viaero of service issues on September 22, 2023 and a ticket was created for investigation on his reported dropped calls and audio issues.  On September 30, 2023 a port out request was received however the porting pin was not correct therefore the port request was rejected.  Mr Garcia called into Viaero after the port request was rejected and was advised of the correct porting pin.  When Viaero received the second port out request the request was confirmed and Mr Garcia's account was cancelled once the port was completed with the new carrier.  Service fees that had been paid in advance have been credited to Mr Garcia's account.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have a month to month account with this cell pervader I do to heath reason I couldn't get the bill paid in time so the phone was deactivated august 31 2023. On 9 19 2023 I received a bill for the time the device had been deactivated. It's a month to month account not a contract for years How can I be charged for something I did not receive?

  Business response

  10/06/2023

  Mr Lambert was on a Viaero post paid plan thus generating a bill each month, services were suspended 8/31 as the account was past due.  Mr Lambert has now terminated his service with Viaero and upon the final bill cycling a credit will be applied for the services he was billed for and did not use. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Iphone 12 Pro from the Scottsbluff Viaero store 13 months ago and this week a virus attaacked my phone and has left it absolutely useless. I cannot press any buttons nor can I turn it off. The store in Scottsbluff Ne and in Sterling Co were not able to help me at all. I find it odd that this happened soon after the warranty expired and it was not due to a physical defect or damage. I will be moving out of state soon and find it senseless to purchase a new phone or use my assurance to get another yet still have to pay it off once I am unable to use it at the new location. With all the refurbished phones that Viaero deals with, I am unsure why this is not an option to offer customers in this situation. I have been a customer for 10 years.

  Business response

  08/18/2023

  Viaero has worked directly with this customer and has posted a credit for this device.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Removed a phone and tablet from our account due to lack of reliable service December 28 2021. This process was done in the Scottsbluff Nebraska store. Wife returned a few days later to have her name put on the account as primary and to make sure the tablet and phone we had removed had been taken off out bill. The store I formed her that it had been taken care of. Well....18 months later, we discover that we, in fact, have still been making a payment on the tablet we were told had been removed as requested. Called on 6-22-23 to ask why the hell we were still paying foe service when none was being provided snd the tablet had been removed. Basically told too bad so sad, pay attention to your bill. Refused to reimburse us the amount over paid. Screw these guys. Nothing but crooks. Offered $450 our of roughly $1650 they've been screwing us our of for 18 months. All because theylir employees can't do their job.

  Business response

  06/29/2023

  Mr Milam visited a Viaero retail store on 12/28/2021 to pay off installments on one line of service and to add his wife to the account as he was porting this line to a new carrier. 12/30/2021 Viaero received the port out request for one line of service to be transferred to a new carrier and this was the line of service that he had paid the installments on.  A bill cycled after this port out request was completed and Mr. Milam called into customer service and the billing  was discussed - at this time the account had 3 active lines of service.  This customer has renewed lines of service since and has taken advantage of promotions and has never notified Viaero until June 22, 2023 that a line was to be cancelled in 2021.  The monthly recurring charge for 3 lines of service is $106.25/month and the charge for 2 lines is $80.75/month.  Mr. Milam was not over charged $1650 for this tablet line nor do our records indicate that he ever called to have this cancelled. The difference in the billing is $25.50/month, iand in good faith Viaero posted a credit to Mr. Milam's account in the amount of 450.00 for the difference in the charges. 

  Customer response

  07/03/2023

  Complaint: 20224321
  
  I am rejecting this response because at no time have I larticipaye din promotions of the line you left on our bill.  When we went to the retail location to remove both the tablet andnl phone from our bill, we were never told we had to "call in" to cancel.  That's the dumbest shit I've ever heard.  Why the hell would I need to call in to corporate when the retail employee said everything was taken care of?  And when my wife went back to show her teacher ID for the teacher discount she was told everything was good and that there was nothing further we needed to do.  
  Regards,
  
  Tyson Milam

  Business response

  07/17/2023

  We are very sorry Mr. Milan is upset but we’re not sure what it is he wants as he ported out his line in December of 2021 and subsequently cancelled his tablet in June of 2023 claiming he had overpaid for this line for 18 months. The tablet line was $25.50/month and on June 22, 2023 we credited his wife’s account $450 for 18 months of that service as he requested. Also in December of 2021 we made his wife the primary account holder as they requested and we confirm she has the Teacher Discount applied to both of her lines. We believe we have done everything Mr. Milan has requested.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nov. 22, 2022. VIAERO Wireless My wife and I closed account #******; phone and tablet Bill paid: $72.12. 11/21/22 Dec. 21, 2022, Viaero wireless sent a bill of $26.06. I called viaero wireless and they insisted that I did not close the tablet, only the phone. I insisted that I did, but they wouldn't listen to me. I was so disgusted with them so I paid the bill and told them not to bother me anymore and make sure to close the account. They assured me that they would. Jan.11, 2023, received a bill for $39.64 Access charges 30.00, taxes and surcharges 9.64. I have not paid this bill because I believe the wireless provider is being incompetent and unfair. This company is deceitful, dishonest, and has no credibility whatsoever for a wireless provider. I don't think what they have done to me is right.

  Business response

  01/18/2023

  Viaero apologizes that this customer received this bill in error and we have worked directly with this customer to correct the bill and a refund is being sent.   

  Customer response

  01/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear BBB. In November of 2021 my old cell phone battery would not keep a charge. I called the local Viaero Wireless store and asked if they could get me a new battery. The rep said the cell phone was too old and said I would need to buy a new one. So I went into the store and bought a new ******* ****** *** cell phone. Within days of using the new phone I noticed I was dropping calls. I use my cell phone for work as well as personal so I called the local store and complained. They couldn't find anything wrong and referred me to their Corp customer service for tech support. Over the course of several months I talked to numerous techs. The case was escalated to different departments. Finally, they told me I had to send the cell phone in to *******. This was a huge hassle as they didn't have a loaner phone for me. Finally, in March, one of the gals that works at the local Viaero loaned me an old phone she had so I could send this lemon in for repairs. Two weeks later I received an email from ******* stating my phone passed all of their tests and they were sending it back to me. Sadly, the phone is still dropping calls. I have worked with Viaero for months trying to get this resolved. They know I need a reliable phone. Today a rep called and offered me $550.00 credit to renew my contract and buy another phone. I paid nearly $800.00 for this lemon ! I have wasted my valuable time trying to work this defective phone issue out with Viaero Wireless. I want the money back that I paid or I want a new phone for the comparable amount ! And I want a cell phone that actually works! Like I said, I use this phone for work and personal. I have dropped calls daily and this is just not right ! Viaero Wireless should have plenty of notes on my account documenting my complaints. We have been a long standing customer of Viaero Wireless and hope they make this right with me ! Thank you.

  Business response

  08/04/2022

  Ms. ****** ******* is a customer of Viaero Wireless. She visited our *******, Colorado Store on December 11th and purchased a ******* ****** *** at retail price of $789.45, including taxes.
  On December 17, 2021 ****** contacted our Customer Care Department and informed us she was experiencing feedback similar to a static sound or the call breaking up when she was speaking to others at times. Our Care Team verified all settings on the device were correct for voice calls and verified her service plan in our billing system.  
  We were contacted on February 18, 2022, by ****** through our Customer Care Department to report dropped calls. The Customer Care Department contacted our Data and Network Support Team for a call back to begin the Trouble Ticket Process. On February 24, 2022, ****** returned our request for additional information and a Trouble Ticket was created to check the area she was experiencing dropped calls. After troubleshooting within our Network, it was found the device was most likely the failure point and the device would need to go to ******* per the ******* Manufacturer Warranty Agreement. On March 15, our Data and Network Support Team contacted the *******, Colorado Store to confirm a loaner phone was available for ****** to use while the device would be sent to ******* for evaluation or replacement.
  On May 31, 2022 ****** called into our Customer Care Department concerning dropped calls and additional information for area where calls were dropping was request but no additional information was provided to begin troubleshooting. A Trouble Ticket was opened on July 25, 2022 when ****** reached out with more information on dropped calls. ****** requested to be compensated since the device she purchased was not working to the best of its ability. Our Customer Care Department posted a reoccurring credit of $15/month for 36 Months, or $540.
  On August 1, 2022 an exchange to a new ******* ****** *** was offered by our Area Sales Manager through our *******, Colorado Store, pending the device had no physical or moisture damage that would cause malfunction after review by a ******* Certified Technician. At that time ****** had not confirmed that she would exchange her ******* ****** *** and complete our Service Report attesting the device has no physical or moisture damage.
  After determining the device was not functioning as expected and deferring to ******* Mobile per our Reseller Agreement, we have offered a total of $540.00 in billing credits, plus an additional one-time credit of $25.00 for inconvenience as well as the offer to exchange the device.

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I received a new cell phone from Viaero Wireless today. I gave the lemon cell phone to the local store and Pray that my dropped call issues are behind me.
  
  Regards,
  ***** *******

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 this phone account was taken out in my name verbally which is against all laws im sure. Either way when this was resolved and shut off due to personal issues it was then put on my credit report. This has since been handled through the credit agencies and the collection agency has admitted to this being dealt with. Viaero wireless still will not allow me any service other then prepaid which does not work for the needs for my son. This has caused considerable aggrevation as the fair credit reporting act goes against just this and could be filed as discrimination. I just want the debt to actually be cleared and me to be allowed in the programs that I should be allowed to by doing things the correct and legal way. Unlike their credit department.

  Business response

  08/04/2022

  Tell us why here.Mr. ****** was a customer of Viaero Wireless. He opened his account with us on October 14, 2015. We don’t know what to make of Mr. ******** representation that his account was opened verbally by someone other than himself. We would be happy to provide him a copy of the agreement he personally signed which we retain.
  Mr. ****** failed to keep his account current and was terminated for non-payment on June 28, 2018. The balance due to Viaero at that time was $547.35. Viaero followed its internal collections processes and attempted to collect payment from Mr. ****** to re-instate his service, but we were unsuccessful.
  When his account was closed we turned it over to our outside collection agency, ********* **********, and they reported the debt to the Rating Agencies and began their collection efforts on our behalf. We have learned that Mr. ****** also filed a BBB complaint against ********* and disputed his debt. Wakefield has informed us that they removed the notification to the Rating Agencies, but confirmed that Mr. ******** debt remains outstanding and they are still attempting to collect it as an active account.
  Mr. ****** further asserts that Viaero, apparently in response to requests from him to re-instate service or open a new account, has been told that we are able to offer him prepaid service only. This is in accordance with our standard Terms and Conditions. When former customers leave us with an unpaid debt and subsequently seek to re-instate service, we only offer prepaid services, unless and until the former account debt has been settled.
  We have offered service to Mr. ****** on prepaid terms as his debt remains outstanding, and we would be happy to re-instate his service on a postpaid basis as soon as we receive the $547.35 which is still owed to us.

  Customer response

  08/04/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I dont owe that debt which was proven by ********* and associates. They are lying about what they've tried to do and who's account it actually is. This has been disputed and everything with credit agencies and everything and found in my favor not viaeros. Therefore this can now be constituted as discrimination. Thank you and have a nice day!
  Regards,
  
  
  *********** ******

  Business response

  08/12/2022

  Viaero has followed up with ********* and determined that their actions were predicated on not having copies of Mr. ******** original signed contract and Driver’s License on file. When we provided them these proofs they confirmed they would not have stopped collection efforts on the $547.35 Mr. ****** stills owes Viaero. We have also researched all of the notes in Mr. ******** accounts, both the postpaid account which was terminated, and his current prepaid account with the same number which he ported back in after leaving for a different provider. There are over 25 separate documented examples of Mr. ****** being angry, rude, yelling, threatening and cursing at Viaero Customer Care representatives and Store personnel. We also counted at least that number of instances of Mr. ****** either hanging up on those calls, or our employees being forced to terminate calls due to foul language, or asking Mr. ****** to leave our store premises for the same reasons - anger, being rude, threats, use of foul language, etc.
  We repeat our earlier position that if Mr. ****** wishes settle his debt we would be happy to offer him a change from prepaid to postpaid service, with the caution that we retain the right to refuse service if continued examples of his past behavior towards our employees were to continue.ere...

  Customer response

  08/12/2022

  Complaint: ********
  
  
  I am rejecting this response because: thats not the way things work. ********* provided those documents and not one had my actual signature on it. Therefore according to the fair credit reporting act and several other laws this needs to go one way and thats the debt be cleared and viaero stop violating rights and expecting to be treated as royalty. They absolutely are not that and don't deserve to be that. They essentially have a monopoly out here in northeast Colorado and sadly they abuse that privilege. I'm literally just asking that they do their jobs right and this is the response I get. Sorry but laws are laws and we all have to follow them all not pick and choose when to follow them. No matter what way this is spun you cannot prove this is my debt simply bc its not my debt. Its dumb to think anyone can walk into any viaero and just get things under someone else's name. Had it not been for their monopoly out here id never use their service. Its a scam and sucks as is. Sadly its the best we have and thats not saying much. Have a good day and try not to continue to violate federal standards and what not
  
  
  Regards,
  
  
  *********** ******

• Initial Complaint

  01/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Viero wireless advertises their company as a nationwide quality service and that is just not the case their service is unusable anywhere traveling outside of their area and is frankly false advertisement

  Business response

  01/27/2022

  Mr. ***** ******, a Viaero customers since October 2019, that Viaero is falsely advertising certain aspects of its service, specifically that Viaero is falsely advertising itself as “nationwide quality service”, and that our service is, “unusable anywhere outside of their area”.
  
  These statements are simply not true.
  
  First, Viaero provides unlimited on-net voice, messaging and data to Mr. ****** on the plan he subscribes to. Second, Viaero provides nationwide service on our roaming partners at no additional charge, but specifically discloses in its Terms and Conditions that our off-net data roaming allowance is 500 MB per month. This information is displayed on our website in the Service Terms and Conditions in the Legal section and in the contractual agreements Mr. ****** signed. 

  In practice, Viaero currently allows up to 5GB of high speed data roaming and unlimited usage after that threshold is reached at speeds up to 512 kb/s, depending on the partner network, which was explained to him on 1/9/2022 & 1/12/22 by our Tier 2 trouble support representative when Mr. ****** called to complain about data speeds while roaming. Viaero does not have a nationwide network, does have roaming agreements with many domestic partners, the largest of which are **** and ********. We provide high quality voice and data roaming under the terms and conditions, which are disclosed to a customer upon signing up for service and also provided for on the website.

  Mr. ****** has used just over 10 GB of roaming data in a month billing cycle, which is well over the allotted amount set forth in the terms and conditions. To make the statement that his service is, "unusable anywhere outside of their area", is simply not true.  

  Viaero would love to provide unlimited high-speed data off-net to Mr. ******, but we cannot do this with our current roaming agreements. Further, Mr. ****** was provided the terms and conditions for the service, which he acknowledged at the time of subscribing, and which are publicly available to any customer on the Viaero website. 

  If Mr. ****** would like to look for a different carrier he feels would be better able to provide him service with more high speed data outside of the Viaero coverage area he can always fulfill the terms of the agreement he signed with us and change carriers.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We pay over $100 per month for internet service from Viaero Wireless. At first the speeds and service was great. Lately it has gone down hill fast. Most of the time we can’t even connect, and when we do manage a connection it’s constantly buffering. I do online college and it’s been impossible to take my exams due to poor connection. The only resolution that Viaero has had for us is “turn off and unplug the modem for a few minutes”. This doesn’t work. All I’m asking for is to simply get what I pay for.

  Business response

  12/21/2021

  Viaero has reached out and will be replacing this customers equipment tomorrow.  Viaero also posted a credit to the customer for the slow speeds she has been experiencing.  

*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. ↩