ComplaintsforProwireless LLC

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 27th I called ProWireless LLC asking for my front screen to be replaced due to a crack on my ****** Pixel Pro 7 with my finger print sensor/scanner working. He charged me $179 for a deposit and the screen itself to be ordered and he'll call me when here. On March 8th I was called to repair the crack with the new screen. I drop my phone off and come back hours later. He comes out with my phone and the screen has a black dot in the right corner and a giant highlight strip going down the screen clearly being a defective screen and the owner hands me the phone saying any issues you have 30 days to come back and charges me the labor of $71.10 I walk outside and finally look at my phone screen and walk back inside telling him my phone screen is not repaired. He tells me he'll order a new one and call me back when here again. I take my phone home with the finger screen sensor/scanner still working fine using it about 60 times a day to log into my screen, pay my bills and use tap to pay, and log into my apps. As the same night continues from the defect screen the whole phone then starts glitching and acting out visually to a point where there's an entire green/light white tint covering my screen. Finally March 14th he calls with the screen and I come in a 3rd time. I drop my phone off and wait. 4 hours passed and I decided to call them. No answer. I call again no answer. I left a voice mail and then decided to call my cellphone he's working on, and he still doesn't answer me. At this point I drive down there since it's $1,000 phone and walk in. He's by the phone nothing in hands. Then Hands me the phone and I open it. First thing I notice there's not a fingerprint log in. I then go home thinking maybe it was resetted only to realize my entire phone lost the feature and ability to scan my fingerprint. I call a ****** repair shop and they told me it's a incompatible screen with no sensor ProWireless now REFUSES to resolve this issue with me after many attempts

  Customer response

  03/30/2023

  I have not heard from the business in response to my complaint. I have one there in person and reached out to them online as well and nothing has been resolved or changed. Only been threatened to have the cops called on me for doing nothing. 

  Business response

  04/19/2023

  See attached response 

  Customer response

  04/19/2023

  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 #********.

  My phone was in perfect working standards and conditions before the 2nd repair. My phone and home button was not broken until the 2nd repair was finished. By the time the defective screen was fixed a 2nd time, the button wasn't working and I left for less then 5 minutes before walking back into the store. Telling him he broke my fingerprint button with his repair. During this second repair he must've damaged or never put in a fingerprint sensor , buying cheap unverified ****** screens as I was told by a ****** operator  and wanted to charge me another $250 on top of what I already paid. I still request a refund of $250 that I initially paid for a fixed screen that I never got and I had to buy a new phone for because the price of repairing it is equivalent to a new phone. So I am already taking a loss of $1,200 + the screen that was not fixed for 250 and I do not want another repair due to this, The phone is now unused because of his failed attempts to repair it twice. He wants a 3rd time to try fixing his mistake while charging me when I was told I had 30 days to bring back if there was any default or issues. 

  Business response

  04/20/2023

  To respond to the customer rejection on this matter, our technicians never informed the consumer that the repair would cost an additional $250, however, she was informed at the time of service that due to her device needing a full screen replacement (screen/home button attached) she would be responsible for paying the difference of $50 for that repair. Also, our parts are not after market and are orginal OLED Pixel 7 pro screens. Hence the pricing on that device repair.The customer did not orginally come in for a home button repair but a screen repair and the functionality of home button was undisclosed at the time of her repair. The device was damaged at the middle portion of the buttom half of the screen that ran through where her home button sits, these types of traumas are known to cause isses with other parts of the phone (home button).

  Customer response

  04/21/2023

  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 # ********. 

  I am disagreeing and declining this because I have 2 legal witnesses that accompanied me all times of going to the store and witnessed the crack on phone. My phone screen was not cracked on my fingerprint button or anywhere near it, my crack was near the camera and top right side of my phone. I was informed by the 1 and only 1 employee at the store who claims he's the owner and was rude too that the 3rd replacement would cost another $250 and that's when me and my mom told him I'm not paying a 3rd time for a grand total over $400 if you add the original screen cost and then what he has been telling me. Overall I tried coming to am agreement with ProWireless since March and all I'm getting back is false accusations and the company not being honest right now. Again I have 2 eye witnesses who have accompanied me each time I came to get this phone repaired and looked at. Fingerprint worked the first repair with and without the crack and by the time he repaired it a second time which was my 3rd time coming he broke it and it didn't work anymore. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the business for a quote to repair my iPhone 11 Pro screen on 9/15/21 to prowireless and was told $150. I went in to drop my phone off shortly after. Was told to come back in an hour. I come back and since clearly I dont have my phone to receive any calls, I get there to find the repairs havent been done because she doesnt have any aftermarket only OEM and it would $175. I get the screen fixed in 15 min and leave the *** @ around 2:30pm. I noticed shortly after that I could not touch or drag down my notifications screen on the top left corner. Locked the phone then noticed a hairline crack and now thee digitizer is leaking. I leave my phone in the car overnight to get to the business when it opened. I arrive on 9/16/21 @ 11:30am. Brought it to their attention and was told it could only happen if phone was dropped, which I did not. I explain the quality of the screen and conform if OEM screen was put on to be told its the aftermarket one and that its $175 and OEM is $225.

  Business response

  09/30/2021

  Hi, good morning I'm calling in connection with complaint number ******** that was filed on filed on 9-16-21 ***************************. I am the owner of the business for wireless and I would just like to clarify what happened there was a price discrepancy the customer was given the wrong price at the time of the call and it's only because it was a training error It was rectified as soon as the employee was made aware that the wrong price was given the customer was contacted and she gave a number that led to another friend of hers. I informed the friend that the funds will not be repaired until she confirmed the new price she came into the store about an hour after and confirm that the price was okay and that she would have the repair done, there was an incident with the phone, the phone had a crack. Under warranty we covered and we fixed the phone for her free of charge. 

  I am not sure what the issue is, her phone was repaired free of charge.  

*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. ↩