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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 22, 2024, I went to ******* in Fairhaven, MA, regarding an issue with my phone not working. They were able to repair my phone. When leaving, the sales representative asked me if I would be interested in ******* Internet. I said I would be interested in more information. He said that he would be receiving modems the following week and would give me a call to discuss information at that time. On March 25, 2024, the representative called me while I was at work and said he had modems that had arrived in stock. I said I still had questions and that I would stop by after work. As soon as the call ended, I started receiving phone notifications stating that I now had ******* Internet. I called the sales representative at the Fairhaven ******* and stated that I was no longer interested due to this being initiated without my consent. He stated that he had already assigned a modem to me and that I was now responsible for it. I said I was not interested, and I did not want the modem. He said that I needed to pick up the modem because it was now in my name and my responsibility to return to the company or be charged for it. After much consideration, I picked up the modem, the following day, fearful that I would be charged if I did not take care of this, However, I had never signed for or agreed to any **************** or modem. The representative said that I could call the ******* customer service, request a return label, and simply return it through **** I have now called ******* customer service five times and requested a return label and still have not received one. This has prevented me from returning it. I went back to the Fairhaven ******* location, asking to speak to a manager. I was told that a manager was not available and that my name/number would be given to him. No call has been received. I have received an email stating that I will be charged $200 if it is not returned but I cannot return it without a label. I dont know what what to do to resolve this.
Business response
05/07/2024
Hi *****. I apologize for the inconvenience youve had at our fairhaven location. I did talk to the store manager and he told me that he got in touch with you and was able to get you the return label through customer service. Please let me know if you have any questions.
Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The store refuses to honor a refund for a tax and activation fee for a product that was returned to ******** still sealed in the package and un opened. I believe this is illegal, since I do not have possession of the item, and it was returned to and received by *******. Please advise?Business response
02/22/2024
We need the product to be returned to our location in order for taxes etc to be refunded. You did not return the product to our location. You processed the return and sent the product to ************************* Since it was returned to ************************* they should be able to refund the correct amount.
Please refer to **************.
Customer response
02/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
04/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I bought a new phone and turned in my old phone. When I returned it to the ******* store ***** said the manager had to be there so I went back the next day and returned it when the manager was in. Despite this, they sent a bill for $1294 to a collection agency even though I returned the phone. I want this fee removed.Customer response
04/14/2023
I have not heard from the business in response to my complaint.Business response
04/19/2023
We are a master dealer/authorized retailer for ******** We processed return on September 9, 2022 and we do not send bills nor filed a bill through a collection agency.
This seems to be an error on ******* and would need to contact customer service billing. ******* **************.
Customer response
04/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Hello, I called ******* as advised by you. They immediately put me over to the collection agency convergent who had previously denied my claim that this charge was invalid. They said the would do a second dispute. However I do not know why ******* is claiming this was not put over to a collection agency. Since ******* themselves connected me to the collection agency convergent.
Convergent claims I canceled my service in September However did not return my devices until January. This is totally untrue. I canceled my service and returned everything that day. I had gone into ******* the day before and the salesperson informed me I would have to come in the next day and return it to the manager ******. I told the gentlemen I wanted it to be noted that I attempted to return my devices on that day so I would not be charged for turning them in late. The next day the manager assured me that I would get credit for returning them in time. Everytime I have reached out to berizon they tell me I do not have an account there anymore so there is nothing they can do about it.
This has become totally frustrating as I did my due diligence in returning all devices, chargers ect on time.
I would like this resolved as it is hurting my credit rating and I also feel as if they are trying to take advantage of me because I am an older woman.
Thank you,
******************************;
Business response
05/11/2023
Unfortunately this is a ******* Issue. We went ahead and opened up a ticket. We can also assist with your call to ******* and provide them with any documentation to prove that you returned your phone.Initial Complaint
07/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
July 5, 2022 I went to ******* Wireless Zone to purchase a new mobile phone. I have a TBI and sometimes have trouble figuring out some things. The clerk didn't offer me any choice on phones. He handed me a ******* Galaxy A12 ($310.00). He removed the *** card from my old (still active) ******** mobile phone (it wouldn't take a charge, so that's why I was replacing it) and put it into the ******* Galaxy A12, PUT THE NEW *** CARD into his drawer. He said the phone was all initiated/set up and I was charged $40.00 for this SERVICE INITIATION/SET UP. Total amount paid was $369.38. The clerk said I could stay on my old plan with the new phone. My old phone was a Yahoo but the new phone is a ******* I was able to use the new phone for four days, then it shut off and I couldn't do anything with the phone. It seems that the old phone plan wasn't compatible with this new phone. I went back to the same Wireless Store on July 12. I wanted a refund on this phone since I feel the clerk shouldn't have transferred the ******** *** to the ******* mobile phone. I was pretty happy with the phone until I realized how I had been swindled since the new phone no longer worked. The cost of this ******* Galaxy A12 through the ******* company and Consumer Cellular is $179.00. I took a friend along with me since I sometimes have trouble getting my words out. The clerk grabbed the phone out of my hand! We told the clerk I wanted my money refunded. They refused. They wouldn't even listen to the facts: that I wasn't offered any choice of phones, the new *** card was taken away from me, the phone is overpriced. The clerk said that any pre-paid phone costs $100 more than other phones ($179 + 100 = $279, not $310). I didn't know that! The manager refused to refund my money. I don't want to deal with *******, I don't want this phone and I want my money back. Also, there is a possible case for fraud involving the *** card. I have no phone right now. I do have original receipts and the new phone.
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