Complaints

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

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  Premium Retail Services

  618 Spirit Dr Chesterfield, MO 63005

• 

  Premium Retail Services

  618 Spirit Dr Ste 200 Chesterfield, MO 63005-1258

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:02/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  **** said that I owed them $354 for canceling and it's sales *** *** not return my phone,I had the phone less than 2 weeks, returned it and, the *** said there wouldn't be a cancelation fee, but ended up saying they want to charge me 354 dollars. I should owe zero!

  Business Response

  Date: 02/28/2025

  I have called and emailed ******, and am now awaiting a response to assist in resolving the matter. 

  Regards

  ******* ********

  HR Business Partner

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ******* Lufkin ** ***** Representative : ********** ***** (******)On 12/26/24 at 7:30 PM, we visited ******* to look at phone ********** *******, an employee named ****** approached us and said she could provide a better deal with ********. She claimed we could get four lines, including taxes, for $105. Additionally, she mentioned that because Im a teacher, I would receive a $20 discount, making the monthly bill $94.We asked about phone options, explaining that our two daughters currently have an iPhone 15 and an iPhone 12. ****** said the old phones could be traded in for the iPhone 16 through T-Mobile, and wed only need to pay taxes for the new phones. For my husband and me, she claimed we could get a ******* A35 and A15 at no additional charge.Despite our doubts, we told ****** wed return the next day to proceed with the switch from Cricket to T-Mobile, as our kids werent with us at the time.The following morning, we returned with our children and began the process. ****** started by porting my number and then informed me of a $50 deposit for the A15 phonea charge she had not mentioned ***************, she began porting my husbands number but said the A35 was unavailable. Instead, she offered a ******** Stylus 5G, requiring a $60 deposit and a $3 monthly fee, which had also not been disclosed earlier.When it came to my daughters phone, ****** said that trading in the iPhone 12 for the iPhone 16 would require us to pay $750 upfront. This contradicted her earlier ************ that point, we stopped the process and chose not to port our daughters numbers. We only switched two linesmine and my husbands. Later, we returned to the T-Mobile store and spoke with a representative who confirmed that ****** had misled us. They reiterated that the promotion was $105 without taxes and that no further discounts were ************ a result, we had to cancel the two lines we had switched to T-Mobile and return to Cricket, with a $100 activation fee.

  Business Response

  Date: 02/05/2025

  
  We explained to the customer that there will be a down payment for T-Mobile devices however since they were doing multiple lines, we could not confirm how much the down payment would be as we cannot see their total account spending limit and would only know as we completed each phone transaction. When it came to processing the 3rd line of service on the iPhone, T-Mobile required a large down payment ($750) most likely because the customer had exhausted their account spending limit which we explained was possible at the beginning of the transaction.

  At this point, the customer become very angry,yelling, and cursing at the Premium *** ****** The *** asked the customer multiple times to please stop yelling and cursing at her however the customer continued and after some time ***** advised the customer that if she would not stop cursing at her then she would no longer be able to help her and she would need to go to T-Mobile to complete the transaction.

  This was the ultimate outcome and is what ended the interaction that day. A few days later, the customer posted a negative review on ******** website which prompted AP ****** ***** to get involved. They interviewed both ***** and the ** Desmen as to what transpired and confirmed via video review that the customers behaviors and body language matched what was being explained by our *** ****** They reached out to the customer to see if they could assist in providing a resolution however the customer never responded. ****** has not heard back from the customer as of last week. No additional follow-up was done once AP was involved and I called several times but never received a call back from the customer.

  
  

  Customer Answer

  Date: 02/05/2025

  That is all a lie. I got frustrated with her when I came back around 3:00 PM that day to return the phones. She told me to speak with a T-Mobile customer ********************** representative to cancel the two lines. Then, she tried to interfere with the conversation and told me I didnt need to explain the whole situation. That was the only time I got frustrated with her. My frustration came from spending five hoursbetween 10:00 AM and 3:00 PMon the phone with T-Mobile, trying to figure everything out. And the frustration came because your sale representative said that I was going to pay just $ for a phone and turn out I was going to pay more than $1000 , money that I did not have right after Christmas.
  However, at 10:00 AM, when we initially switched the two lines, I was completely calm, and there was no yelling or anything of that sort.
  I am attaching another document that ****** wrote, where you can see she listed "iPhone 16 Pro on T-Mobile (2)." A15 on T-Mobile and A35 were the only phones we were supposed to pay for.
  I have not written any reviews. I did email ******* about this issue, and they told me they would get back to me, but I have not heard anything from them. I want you to show this to ****** and ask her who is lying here.

  Customer Answer

  Date: 02/05/2025

  Complaint: 22863220
  
  I have reviewed the business' response and am rejecting it because:

  That is all a lie. I got frustrated with her when I came back around 3:00 PM that day to return the phones. She told me to speak with a T-Mobile customer ********************** representative to cancel the two lines. Then, she tried to interfere with the conversation and told me I didnt need to explain the whole situation. That was the only time I got frustrated with her. My frustration came from spending five hoursbetween 10:00 AM and 3:00 PMon the phone with T-Mobile, trying to figure everything out.
  However, at 10:00 AM, when we initially switched the two lines, I was completely calm, and there was no yelling or anything of that sort.
  I am attaching another document that ****** wrote, where you can see she listed "iPhone 16 Pro on T-Mobile (2)." A15 on T-Mobile and A35 were the only phones we were supposed to pay for.
  I have not written any reviews. I did email ******* about this issue, and they told me they would get back to me, but I have not heard anything from them. I want to show this to ****** and ask her who is lying here.
  
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/05/2025

  I have no email that ****** have tried to contact me. If she tried to call me and I did not answer( i may have thought was a scam call) no voice mail was left on my phone. There was no cursing involved. My husband was with me the second time we went to cancel the line, and while I may have raised my voice, I did not use any profanity.(3:00pm) The first time we went, my kids were with my husband and me, and it was 10:00 AM. You can check your camerasthere was no yelling. She told us we needed to go to T-Mobile because she didnt have enough iPhones, not because I was rude to her.

  Customer Answer

  Date: 02/19/2025

  Walmart Lufkin TX ***** Representative : ********** ***** (******) On 12/26/24 at 7:30 PM, we visited ******* to look at phone options. At *******, an employee named ****** approached us and said she could provide a better deal with ********. She claimed we could get four lines, including taxes, for $105. Additionally, she mentioned that because Im a teacher, I would receive a $20 discount, making the monthly bill $94. We asked about phone options, explaining that our two daughters currently have an iPhone 15 and an iPhone 12. ****** said the old phones could be traded in for the iPhone 16 through T-Mobile, and wed only need to pay taxes for the new phones. For my husband and me, she claimed we could get a ******* A35 and A15 at no additional charge. We expressed skepticism about the deal, as the ******** store had told us earlier that the promotion was $105 for four lines without taxes and that no additional discounts could be applied. The T-Mobile store also stated that while our daughters could trade in their phones, we would still have to pay for the iPhone 16. Despite our doubts, we told ****** wed return the next day to proceed with the switch from Cricket to T-Mobile, as our kids werent with us at the time. The following morning, we returned with our children and began the process. ****** started by porting my number and then informed me of a $50 deposit for the A15 phonea charge she had not mentioned previously. Next, she began porting my husbands number but said the A35 was unavailable. Instead, she offered a ******** Stylus 5G, requiring a $60 deposit and a $3 monthly fee, which had also not been disclosed earlier. When it came to my daughters phone, ****** said that trading in the iPhone 12 for the iPhone 16 would require us to pay $750 upfront. This contradicted her earlier statement that we would only need to pay taxes. When I questioned her, she claimed she didnt know the exact cost until she entered it into the system.

  Business Response

  Date: 02/19/2025

  We sincerely apologize for the inconvenience and frustration you experienced during your recent interaction with us.
  As part of our process, we inform customers that a down payment might be necessary before running an application. Due to the nature of our system, we are unable to determine the precise amount of the down payment for multiple lines until the application is completed. In this instance, when the vendor processed the third line, it unfortunately required a $750 down payment.
  We fully understand how this might have caused you a frustration and led to the transaction being halted. Our goal is always to provide you with the best possible service.
  The store, as well as the manager attempted to resolve this matter by reaching out to you directly a couple times, but did not receive a response. 

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/06/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  ISSUE: False Advertisement, Fraud, Breach of [Verbal] Contract On August 08, 2024, at approximately 16:00-16:48, ****** ***** ******** (RJE) entered the ******* located at ************************************************. A Premium Retail Services Agent (PRSA) advertised a promotion whereby an iPhone SE would be sold for approximately $7-$8; The total, including unlimited talk/text/internet with hotspot equaled approximately $20. (****) asked (***) for his driver's license for a soft credit check with the provider, ***. (****) asked (***) to sign verifying identification for the soft credit check (to ensure that nothing was owed to ATT). (****) stated that there would be no contracts. Cancel within 30 days with no additional/hidden fees, and the phone device is paid for by purchasing it today. (Zero activation fees, Zero contracts, Zero hidden costs; "Device was paid in full"). (****) called her supervisor, (store manager) ****** ******** (MC) to confirm the promotion to (***). (MC) stated that there would be no contracts and that once the purchase was made on August 08, 2024, for the amount of $20.79, the device was paid in full. (ownership of (***)) (***) has fulfilled his end of the agreement, however, Premium Retailer Services, under the theory of Respondent Superior, in which the organization is responsible for the actions of its employees, has not fulfilled their part of the agreement (contractual duties). As a result of false advertisement and material misrepresentation of the product and services, (RJE) has suffered extensive damages. According to ***, a contract was created by a *******/(****) employee. This contract holds (***) financially responsible for the remaining balance of the device (iPhone SE) in the amount of $252.00. Additionally, a nonconsensual 36-month term agreement was established by (****) with *** whereby a monthly premium is owed by (RJE) to ATT. Damages: The cost of the device and term agreement = $2,232.00

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello, I was sold a phone and a service plan by one of their managers a *************************, under false pretenses. I was told the amount I was paying was the entire amount of the phone which was a lie. I was also told that I could unlock the phone immediately, also a lie and was stuck with 2 different cell phone providers which I did not need. He also told me there would be no charge if I decided within 14 days (I returned the phone in 9) that I did not want the phone or service. ****** intentionally lied about almost every aspect of the sale simply to "make a sale". He is a manger and knows the rules and represents this company. Not only will he not return my attempted calls and emails, neither will their headquarters nor will they email me to address this situation. It has cost me hours of time and an extra $150 to fix/compensate for his/this companies deceit. I want my money back and some form of repercussions for their illegal and egregious behavior/customer **********************. This is Irreprehensible behavior, and I want some kind of an answer.. I can provide more details if necessary, thank you.

  Customer Answer

  Date: 09/17/2024

  Hello, regarding this case and the business: Premium Retail, they did reach out to me today with a phone call and seemed willing to fix/resolve this issue. I was informed by a representative that by Tuesday 9/24/24 the issue would be resolved which is satisfactory to me. Should I cancel this complaint or wait until Tuesday and the issue resolved?  I have never filed a BBB complaint and don't wish to waste your time and resources, I apologize if I "jumped the gun" but it did a while to get a proper response from them which is why I contacted the BBB. Thank you for your help, your response was prompt and professional, greatly appreciated. 

  Customer Answer

  Date: 09/25/2024

  Hello! I'm glad I did not dismiss this complaint, Premium Retail gave me a representative who called me and assured me friday of last week (9/20/24) everything would be taken care of by Tuesday (9/24/24). After speaking to AT&T I still have a balance due that should have been taken care of. After hearing nothing I reached out to the Premium representative several times today (9/25/24) at the number she gave me. The messages were received, as I can confirm this on my phone, and I got no response (I am again being ignored after being promised it would all be taken care of by this specific representative from Premium that assured me on the phone it would all be dealt with).  I am again incredibly disturbed and have absolutely no idea why they would be ignoring my requests for simple communication, thus refusing to assist me with the simple task they 1000% promised me they would address by this time. Thank you,  could you please assist me still with this matter since they refuse to do so? Thank you!

  Customer Answer

  Date: 10/03/2024

  The matter has been resolved. Thank you for your help.  

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Transaction 9/13/24Purchased a cell phone in August for a disabled senior who wanted a basic phone with just calling capabilities and a p***aid phone plan. Turns out that the *** at ******* gave him an high end phone with a contract through ******** for $55 monthly and it turned out that $200 had to be paid to T-Mobile in order to close this contract. The supervisor of premium was useless and took up for the employee rather than bring a resolution to the problem. Since it went over 14 days, nothing could be done on their end. People be careful buying cell phones through 3rd party venders. Also ******** wouldnt change the $55 plan to the $20 p***aid after 2 hour wait. Disappointing!

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 purchased a cell phone at a ******* in ****** **. it was purchased in the electronics ***** through a vendor whose name is premium wireless. i paid for the phone and the agent assured that my plan was $60 a month flat rate. no other charges. i asked him to go over the contract with me and he told me not to worry about that, i would only pay $60 a month. i asked about the prices on the contract which said $75 a month and a $35 activation fee. again he said that does not apply. he assured me again i would only pay $60 a month for 2 years. i checked the billing info on my phone a week later and it said i owed $128, not $60. i went back to ******* and spoke to rusty's boss. he informed me that ***** withheld information regarding the billing. ***** would not inform me that i would be responsible for the activation fee, the actual cost of the phone, which he told me was $5.94, and the monthly fee was $75 and not $60. the monthly fee would be reduced to $65 if i set up auto pay. ***** refused to disclose all of this information just to make a sale because he is working off base salary and commission for every phone he sells. before i left he again promised me it was only $60. told me he had the same deal and that's what he paid. he lied about his own phone contract so i would buy a phone and plan and lied about the printed information on the paperwork and he withheld all the important information about the actual cost. i talked to his boss, ****, and he just said that ***** was new and there was nothing he could do. i was duped. scammed actually. ******* is letting this "premium" wireless contractor sell phones and plans for ******** wireless" in their stores. "PREMIUM" is a scamming company.

  Business Response

  Date: 08/01/2024

  Hello,

  Thank you for reaching out.  I am looking into this with the manager of our Wireless program in the ******, ** area.  Once I have more information, I will respond.

  ***** ******

  Customer Answer

  Date: 08/02/2024

  Complaint: 22049723
  
  I have reviewed the business' response and am rejecting it because:
  
  I am happy to see that the business responded to my complaint and wrote that they would get back to me. Hopefully they will sort out the problem with their ******, ** branch. Still the issue at hand is that I am still stuck with $128 initial cell phone bill and then a $75 a month plan. I looked the salesman straight in the eye as I shook his hand as he assured me I would not incur any additional cost or fees. $60 a month for 2 years. No activation fee. It was all part of the promotion. Now I'm paying an activation fee, the actual price of the phone and the bill is $15 higher a month. Only if I select auto pay would the monthly fee be reduced to $65, not $60. I asked all of these questions and pointed out the numbers on the printed contract and was blatantly lied to. And yet I am still responsible for footing the bill. It's not what I agreed to and I would greatly appreciate monetary compensation. I'm not looking to gain anything at all from this. I only want what I agreed to. I'm fine with the 2 year plan at $60 a month, ok, $65 I've been informed, just not the $128 bill I have to pay to keep up my end of the contract. Please let's find a resolution so that both myself as the consumer and you as the contractor are satisfied. Thank you. 

  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/12/2024

  Our District Manager, ***** *********, tried to contact Mr. ******* on the following dates, but was not successful.

  Called 8/2, 8/3, 8/5, 8/6, 8/8
  
  Emailed him on 8/2, 8/8

  Can the customer please confirm the correct email and phone number?

  Customer can reach out to ***** ********* at ***********************************************************************************************************

  Thank you,

  *****

  Customer Answer

  Date: 08/12/2024

  Complaint: 22049723
  
  I have reviewed the business' response and am rejecting it because:
  
  I am not rejecting the response. I emailed the business directly. This is the best option out of the two that the BBB gave me to choose from to respond. The other said I was satisfied and to close the case. I do not want the case closed until we have come to a resolution. Thank you for your response. The best way to contact me is ********************* or ************. Please email or leave a voicemail. 
  
  Sincerely, 
  
  ******* ******

  Customer Answer

  Date: 08/14/2024

  ******* Wiggin 

  ************

  ******************************

  Customer Answer

  Date: 08/14/2024

  ******* Wiggin 

  **************

  ******************************

  Customer Answer

  Date: 09/13/2024

  Text message from consumer on 9/13/2024 at 8:29 AM:

  This is **** ******. My complaint ID # **********************************************************************************************************************************************************************************. I have made numerous attempts to resolve my issue with the company. They contacted me but communication suddenly stopped with zero resolution. Basically they want nothing to do with resolving this matter and are hoping it will just simply go away.

• Initial Complaint

  Date:06/28/2024

  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.

  I purchased these phones on Saturday June 22nd, 2024. I was told that the phone I would be receiving were to be only charged the taxes of the phone. And I would own the phones and not pay a monthly bill for each phone. I have been told by ******* that I would be charged each month until the phone is paid off. Then I was told there would be no activation fee, then was told by the carrier that I would be charged for the activation fee. When I went to the store to ask why they are charging me for the activation and the phones. They told me that it would be credited in the next bill. To which the carrier ******* said there is no future credits placed on the account and that I would have to go to the store to get it in writing that I would be receiving credit. I have called the headquarters and talked to the associate at the store who sold me the phones who were extremely unprofessional and said that I couldn't talk to no one and that they are the mangers of the company and that there is nothing they would do. When I tried to return the phones. They said they didn't know how to cancel the contract and that I would have to contact the carrier to cancel the contract. And when I contact ******* they said to contact the associate who sold the phones. They company is extremely unprofessional and has there employees promote false advertising to get sales & when customers try to return the product within the time window they are made to go in circles until the return window is up. Then they say we can't do nothing and stiff you with the bill. If this issue is not resolved, I'm looking to seek out an attorney for false advertising. As there employees have promotional material stating as such.

  Business Response

  Date: 07/05/2024

  I reached out to ************* on Monday, 7/1/24, to obtain a little more information from her. She was able to provide me with the store location and the representative's name who assisted her. I assured her that I would get in touch with the district manager over that location and have him/her contact her within the next couple of days. She was very appreciative. I spoke with *******************************, the DM, and he was already aware of ****************** complaint as he had spoken with her Friday and agreed to meet with her on Saturday, 6/28/24, to resolve the issue. I have attached ********* email to me outlining his plans to meet with her and steps he took to attempt to correct her problem. As of 7/4/24, ******* had not had any further contact with **************.

• Initial Complaint

  Date:05/12/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Complaint Details I purchased a wireless phone from Premium Wireless through ******* at ******, **, the evening of March 29, 2024. Upon arriving home I realized it was not the phone I asked for. I immediately switched back to my old phone and the next morning I returned the new telephone to the store. The Premium Wireless rep stamped the contract void and stapled a return receipt and placed the **************** in a drawer. He said everything was taken care of & the contract canceled. I asked if I could have a ************ said there is no receipt & the contract is voided. He walked out and I had no paperwork. At the end of my ******* billing cycle I was charged $224, which is way over my usual monthly bill. I called ******* & they showed a new contract & were billing me for a new phone. I explained what happened & they said I would have to return to the store to handle the cancelation of the contract, that it had not been canceled by Premium Wireless. I returned to the store the next morning and the Premium ********************* said she didn't know how to cancel the contract. She gave me the phone number of the District Manager named "****". I have made several attempts and she will not return my call; 2 weeks trying. Today she answered my call & said, "let me call you back in 10 minutes, I'm in a gas station." She never called & now will not answer her phone again. Desired Outcome/Settlement Desired Settlement: Other (requires explanation) Cancellation of **************** being charged for Message to the Business on Thursday, May 9, 2024 *************************** Premier Wireless ************************************************************** Dear ***************************: Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 5/9/2024 and was assigned an ID of ********. How do I take care of this?Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the Respond to this Complaint, link located on the left. All responses will be copied to the complainant.What should I include in my response?Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. Please understand that the complaint content and your response *** be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB *** edit the complaint or your response to protect privacy rights and to remove inappropriate language.What will happen if I do not submit a response and what can I expect to happen next?If you do not respond promptly to this complaint, it *** be closed as Unanswered. This *** result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?We look forward to helping you and your customer work toward an amicable resolution. Sincerely, Customer Relations Representative ******************************************************************* BBB.org CUSTOMER EXPERIENCE INFORMATION Customer Information:************************* *********************************************************************************************** Daytime Phone: ************** E-mail: ******************* The details of this matter are as follows: Complaint Involves:Repair Issues Customers Statement of the Problem:I purchased a wireless phone from Premier Wireless through ******* at ******, **, the evening of March 29, 2024. Upon arriving home I realized it was not the phone I asked for. I immediately switched back to my old phone and the next morning I returned the telephone to the store. The Premier Wireless rep stamped the contract void with a return receipt and placed the **************** in a drawer. He said everything was taken care of & the contract canceled. I asked if I could have a ************ said there is no receipt & the contract is voided. He walked out and I had no paperwork. At the end of my ******* billing cycle I was charged $224, which is way over my usual monthly bill. I called ******* & they showed a new contract & were billing me for a new phone. I explained what happened & they said I would have to return to the store to handle the cancelation of the contract. I returned to the store the next morning and the Premier ********************* said she didn't know how to cancel the contract. She gave me the phone number of the District Manager named ****. I have made several attempts and she will not return my call; 2 weeks trying. Today she answered my call & said, "let me call you back in 10 minutes, I'm in a gas station." She never called & will not answer her phone Disputed Amount: $86.00 Desired Settlement:Other (requires explanation)Cancellation of **************** being charged for Message to the Consumer on Thursday, May 9, 2024 ************************* *********************************************************** Dear *************************:Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 5/9/2024 against Premier Wireless. Your complaint was assigned ID ************ that I have filed, what is the next step?We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes *** take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.What if I do not agree with the response from the business?It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we *** offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org What happens if a business does not respond?BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so *** result in a negative impact on their BBB rating, which *** drive away future customers. ******************** can also refer you to other agencies that *** be able to assist you, depending on the specific nature of your complaint.Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns. Replies to this email are not monitored. Please use the link to access your complaint.Sincerely, Customer Relations Representative ******************************************************************* BBB.org

  Customer Answer

  Date: 06/19/2024

  My complaint has been resolved.

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 Purchased a phone from Premium Wireless located inside the Walmart store in August of 2023. The very next day I returned the phone and was told I couldn't return the phone. After several days of back and forth with service workers, a manager took the phone back, however she gave me no receipt. She gave me some kind of reason why she couldn't and said I could return later for one. I then called ******** to suspend service and they needed prove that I had returned the phone. I went back to Premium \Nireless, the service manager from Premium Wireless had been terminated and a Walmart manager typed me a receipt that I took to ********. They assured me that would be enough to remove the phone and service from my bill, however that never happened. I've been given the run arounds from both companies all this time, speaking to numerous managers and supervisors constantly sending me to other people supposably in charge of this kind of matter. ** ****** as recent as 3-18-2024 told me that the phone was returned on 9-23-23, less than one month after purchase, however, It was actually returned on 9-17-2023. I'm still being
  billed monthly for this and have been paying the bill in order to keep current phone service for myself and my wife. Anything you could do to help in this matter would be greatly appreciated. I am 72 years young and very stressed over this situation. I don't believe I should be paying for a device or
  service on this device when I clearly returned it just a few days
  after purchase of it

• Initial Complaint

  Date:03/12/2024

  Type:Product 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.

  --Purchase was on Sunday 02/18/2024 at 2:30pm.--Return attempted on Sunday 03/03/2024 at 1pm. --Spoke with "manager" on Sunday 03/10/2024 Was told by a sales representative that I would be able to choose a specific phone number once I purchased the phone. That my original number given was considered temporary. Turns out I could not. Was told I could return the phone in 14 days for a full refund if I was for any reason unhappy with the purchase. Turns out I could not. Was told that if I paid off the phone I could have it immediately unlocked from the carrier. Turns out I could not. Everything I was told was a lie to get me to make a purchase. When I went to return the phone I was treated horribly by the employee and the manager of the store. I was berated and treated as if I were stupid and "just didn't understand." Coming back to the store to try to return the phone at another day, I find an employee of Premium Retail Wireless who said he was a manager. Who tells me that I need to "call the service provider, but that will only tell me to come back to the store. And that neither Premium nor ******* will refund my money, no matter what." The "manager" that I spoke to even acknowledge what I type below and seemed to not think any problem of it. What I gather from all this is that there is absolutely No accountability from either Premium Retail Wireless, *******, nor the ******** carrier. Between the 3 of them they are able to pass the buck back and forth, drowning your time on the phone or at the store, while you try to make things right. Eventually the buyer will just give in because the time and effort wasted and lost by you becomes greater than the principal of the problem.

  Business Response

  Date: 03/12/2024

  We are sorry for any inconvenience or frustration caused by the issue.  The return window is 14 days, but the first day begins on your purchase date. 
  Because it was past the return window, the retailer offered to refund the cost of the phone.  Unfortunately, you declined this solution, so there was nothing else we could do to assist you.  

  Customer Answer

  Date: 03/22/2024

  Complaint: 21420013
  
  I am rejecting this response because:
  The business absolutely DID NOT offer to refund the cost of the phone.   I was turned away on not only the first attempt to return the phone,  but the second time as well.   Both times the employee's saying there was nothing that could be done.   This lack of accountability and lack of capability to be honest about any of this transaction continues to be extremely disturbing. 
  
  Sincerely,
  
  *************************