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:08/23/2024

  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.

  My iPhone 12 Pro Max needed a new battery, and I had no time to wait for an appointment at the ***********, as I needed my phone right away for work. I went to Pro Wireless, and they told me they could replace the battery and fix the crack on the back of my phone in an hour. It cost a total of $150 (plus $10.88 in tax). It took much longer than 1 hour for someone to get back to me, but eventually, I received a call only to be told that my phones display had fuzzy lines on it, and that it would cost me $60 to replace. I was surprised and told the employee that my phone screen never had any lines, or any other issues. I just needed a new phone battery and was told that the crack on the back of my phone would get fixed (although the crack was not the reason I brought my phone in initially). After a short moment of silence, the employee said that the screen would get fixed for free. When I got my phone back, it was constantly freezing up, making it almost impossible to use. My display was red, and I saw a message in the settings app saying that my phone does not recognize the battery or display. I knew Pro Wireless was to blame and went back there to explain the situation. I was told that the replacement battery and screen were not Apple original parts, which is why they were unrecognizable by my phone. I asked why nobody told me beforehand that the replacement battery would not work on my phone, and why I was never told that my screen would be replaced with an incompatible one. In fact, why did my original screen have lines on it when there were none there before?The company refused to refund me and said they could not put back my original screen because it had been recycled. I asked to speak with the owner but was told to return another day because the owner was not there. The third time I came back, a woman named ******************* told me the owner is out and said that I should pay $60 for a screen replacement, after I explained everything that happened.

  Business Response

  Date: 09/02/2024

  The customer was only charged for the battery and the back replacement.  The phone works perfectly.  All the parts are after market parts which will display the message, but that does not affect the performance of the phone.  The customer had an issue with the front screen of his phone.  Usually the front screen problem is not detected when the phone is powered off due to the battery issues, but discovered after the new battery is installed. When he refused to acknowledge the problem, we offered to install a new front screen for free.  We found no issue in phone performance as he described.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22182627
  
  I am rejecting this response because this establishment has failed in their response to my complaint.
  

  Number 1, I never claimed to have been charged for anything other than the amount it cost me for the battery and backside replacement. The only other amount I mentioned was for $60, which was the amount one of the employees told me it would cost me to have my screen replaced. I never claimed to have been charged this amount. Please go back and read my complaint carefully regarding this matter, and you will find that my complaint has nothing to do with being charged an amount for a service I never asked for.

  Number 2, My phone does not work perfectly. I clearly explained the issues I was having with my phone after I picked it up from you guys. Just to freshen your memory, when I got my phone back, it was ..

  1) Constantly Freezing Up

  2) My screen was a red color  

  3) There was a message saying that the BATTERY AND DISPLAY ARE INCOMPATIBLE WITH MY PHONE

  As I said before, ALL of the above listed issues occurred AFTER I got my phone back from you all. I dont know what your definition of a perfectly working phone is but, given the issues I just restated, nobody would agree that my phone is working perfectly. 
  

  Number 3, MY PHONE SCREEN NEVER HAD ANY PROBLEMS..  One of your employees called me to say that there are lines all over my screen, to which I responded that there were no lines prior to me bringing my phone in. The individual on the phone told me that the screen would be replaced for free after first stating that it will cost $60 to replace it. I  never agreed to have my screen replaced, which is why it should have never been touched. You dont just replace someones screen when they have not given you permission to do so. You could have at least told me beforehand that the screen you are planning to replace it with is not compatible with my phone, Also, who replaces a screen for free these days??? The Answer is someone who knows that they broke someone elses phone screen and is trying to cover up what they did. Again, I am asking for a refund of the services that were performed. I am NOT asking for reimbursement of any services that were not performed. The replacement battery that you all put in my phone is not compatible with my phone, which is why my phone is having freezing issues. For this reason, I want my old battery and screen back so I can take it to Apple and get it fixed. You all need to pay for me to have my phone fixed at Apple because you all failed to inform me beforehand that the replacement battery and screen are not Apple originals.  
  

   

   Sincerely,

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

  Business Response

  Date: 09/04/2024

  The problem is when the customer brings us back the phone to complain about the screen problem after the initial repair, there are NO screen problem.  The screen works perfectly.  If the customer would like for us to install another screen, I have no problem with that.  Again, the phone works perfectly fine.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22182627
  
  I am rejecting this response because this response makes no sense at all. What do you mean by When a customer brings in a phone and complains about a screen problem after the initial repair, there is no screen problem? Someone from this store called me to say that my screen has lines all over it and then replaced the screen for free with another screen that is not recognized by my phone. Again, my screen was perfectly fine until I bought it to your store, so your claim that There is no screen problem is incorrect. You all caused the screen problem when you broke my screen and then you made the problem worse by replacing my screen with an incompatible screen. Unlike you all, who cannot even admit that you broke someones phone screen, I have no reason to lie about the issues I experienced with my phone after picking it up from this store. I am done with the back and forth, and I have no time for games. I want a full refund from you all, as the services you provided failed to fix my phone. I only came in for a battery replacement because my battery would die very quickly, even after a full charge. Instead of leaving with a repaired phone, i had a phone that would constantly freeze up (and still does) because of a non compatible battery and a red screen not recognized by my phone. I am asking BBB to help me obtain this refund, which I rightfully deserve. 

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

• Initial Complaint

  Date:06/06/2023

  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.

  went into the store and asked for a screen protector to be placed on ****** Pixel 7 Pro (cost $1000)the phone had already had a Otterbox Screen case , we just needed screen protector , once paid for the phone and left the Mall/ Pro Wireless, we noticed the case infront the gold around phone was all cracked when took the rubber piece of phone it was shattered, to pieces. called the store and let them know what happen within 30min. we were told they cant do antyhing about it. the lady indicated that we did not have an otterbox on phone. which we do and have receipt of the purchase and picture as it was puchased from amazon for $39.95. and she said "well i dont sell otterbox" yelling through the phone. so we asked can the charge of the screen protector be credit, she said no. and we explained to her that one of th employees broke the case to the phone into pieces. and she refused to do anything for somehting they broken.

  Business Response

  Date: 06/06/2023

  We told the customer ahead of time, before applying the screen protector, that we need to shave the top portion of the case down.  The reason is because the screen protector is ultra violet applied and it can be lifted easily if there's a conflict between the top portion of the case and the glass protector.  The customer is okay with that.  Once we finish apply the screen protector, we put the case back onto the phone for customers.  The top portion where we shaved the case is enveloped by an another layer of rubber case, since there are 2 layers of cases protecting the phone.  We made sure that nothing is broken when we put the case put onto customer's phone.  If the customer takes off the case at phone, not using the proper tool, the top plastic part of the case can be  broken.  However, the customer can still use the case with no problem, since there's an another layer of rubber surrounds the case.  

  When the customer called me about his issue, I told him that he can come back to us and show us the case, and we will find him an equivalent case for him.  He specifically wanted an "Otterbox" brand.  We told him that there are hundreds of brands of cases fit the phone, and we do NOT carry the brand.  We will find him an equivalent one, even though it is not our fault because when the phone left us, the customer was very satisfied with our work. (the customer stands 2 feet away watching ** putting his phone together).   Thus, we will NOT be responsible for customer's complaint.

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20149801
  
  I am rejecting this response because: I was told to leave the phone and come back in 15 minutes by a ***************** with black shabby hair , the part that was shaved down broke to pieces and the rubber does not protect the phone with the part they shaved off ,with it being broken !  and who the lady spoke to on the phone was a female not a male ! The employee that is writing this is lying and if you guys have cameras that can be viewed you will see that we handed the phone and came back for the phone ! We did not stay and watched yall put it on. If needed I can request subpoenas for such records , and by saying to replace case how can it be replaced when you dont carry what was broken . That is why I am requesting a refund and property damage of $39.95
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/06/2023

  I apologize for your inconvenience.  We have provided you with the screen protector as described.  If you have problems with the case that you purchased from an another venue, please seek that venue first.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20149801
  
  I am rejecting this response because: again your employee broken the case to pieces by applying the screen protector . And did not inform us and from your previous submission you actually falsified the information of what actually what happen . Cameras in your store can be pulled and see the event ! I would greatly appreciate if you took the customer service seriously and own up on the problem and the damage that was done and refund and for the damage of $39.95 as it the case can not be used because of your company had destroyed it . You cameras will show it and shows we were not two feet away and the employee damaged the case , own up to this problem 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/09/2022

  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 called around to different repair shops to recieve a quote on a repair. I went to Pro Wireless on May 13, 2022 and paid a deposit for the part. They told me it would be there in 2 days, however days went by and I never heard anything else. On May 23, 2022 I called back for an update and they told me the part "just came in". Upon arrival I was told my phone could be repaired in 2hrs not 1 hr and I left my phone. Hours later I came back and got my phone. At that time my children and I walked the mall, I then noticed my phone looked weird. Checking my phone I noticed that the back of my phone was plastic with nothing on it! I ordered a back GLASS house for a Samsung Note 10+, but instead they gave me a plastic generic back. Immediately I go back to store and ask why does my back look like that? The employee explains that by law they can't sell Samsung products. I was confused because that should've been made clear before the deposit, and before the repair but it wasn't. My phone was cheap looking without the Samsung logo. Who wants a phone without the logo??! I then asked for the manager. The employee told me to come back in the morning after 11am. Which I did and no manager, I went back at least 2x to no manager being available. Therefore I had to order a back from ****** and take it to another repair shop to get repaired. Pro Wireless did not try to fix my problem at all. The fact that I didn't get the product I paid for is ridiculous I was basically scammed.

  Business Response

  Date: 06/09/2022

  There are 2 issues that the customer is not happy about, and I will address them individually.

  1. Timing of the repair.  The date of the order to the date of the repair took a total of 10 days, and the wait is due to parts transit time to our facility.  10 days is a complete normal time frame from ordering to arrival as majority of the parts arrive from different parts of the country.  Second, we took 2 hours for the repair time, this is also a completely normal time frame for the repair process.  We have to heat remove the door to make sure the battery is not damaged.  If the customer is unable to wait for 2 hours, we always provide a window of time that he/she will conduct errands and pick up the phone at a later time frame.

   

  2.  Type of repair.  All battery door covers on the phone come with the manufacturer logo.  As a customer, he/she can purchase the logo product bearing Samsung or Apple symbols with no repercussions.  As a business, we are prohibited from selling a logo product due to trademark infringement.  Majority of our customers do not have any problems when it comes time to trade in their phones due to the non logo battery doors.  Customers were told ahead of time that these doors do not come with the logo, but the quality is still the same.  The customer mentioned that the backdoor is glass, and it is completely untrue.  All battery door made by Samsung is a hard plastic material.

  I have included the repair sheet with the customer's signature on the top to agree to the purchase of the part and the bottom to agree to receive the item back as 'satisfied'.

  Customer Answer

  Date: 06/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: The problem wasn't the amount of time. The problem is when I called to get a quote NO ONE STATED there wasn't going to be a Samsung Logo. When I came to pay a deposit NO ONE STATED there wasn't going to be a Samsung logo. And when I came to pick it up again NO ONE STATED there wasn't a Samsung logo. Under no circumstances were the company honest about their practices. The back put on my phone was cheap smeary plastic. I didn't notice the logo for two reasons. One because how the employee held the phone with his hand over it, and two because they put my phone in a case. Show me in your paperwork where you state no Samsung products? Because I've had my phone repaired at UBreak and it came with the Samsung back. Your business and shady. If you did the job right I wouldn't have had to order the part and get it repaired somewhere else.

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