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:01/10/2025

  Type:Product 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.

  Since 2020, my elderly mother has gone into Russell Cellular in Ash Flat for help with her cell phone. The phones quit working shortly after the visits so a return visit was required at which time, they convinced her to purchase a new phone. She has had 4 phones since 2020. This last phone has not worked for 6 weeks and I am still paying for the service and phone.

  Business Response

  Date: 01/14/2025

  *********,
  
  We apologize for the inconvenience you have experienced with your mother's device. After looking into store receipts, remarks on the account,and history of devices on the account we show that the last device was purchased on December 27th, 2023 in ******** AR which is the device that an open insurance claim has been submitted for and has an order for a device to be sent priority mail overnight from ******* and Asurion. The stores are not able to return or exchange devices outside of 30 days. After 30 days the manufacturer is required to be contacted with regard to faulty devices. If the device is damaged an insurance claim needs to be filed with ******* to replace or repair the device. We apologize again for any inconvenience you may be experiencing with your devices.
  
  ******* *.
  Customer Resolution  Specialist

  Customer Answer

  Date: 01/15/2025

  Complaint: 22791009
  
  I am rejecting this response because:
  Verizon canceled that "new" used phone on 1/11/2025. No email or call from *******. I called 1/14/2025 and I was told I would have to purchase a new phone with the activation fees but would have to pay off the non usable phone first. Exactly what Russell Cellular did 4 times prior. Yeah, you didn't include those first 3 phones since 2020 in your response. This will be the fifth phone since 2020. 

  Shame on *******. My mom is 86 years old.
  Regards,
  
  ********* ****

  Business Response

  Date: 01/15/2025

  *********,
  
  We apologize for the inconvenience you have experienced. The device that was sold on December 27th 2023 was a new device and has only been registered to your ******* account. We at ********************** are  unable to cancel device payment agreements outside of 30 days without a return of a device. We are also unable to wipe the debt that you have on a device with *******. That is something you will need to dispute with *******. Our records show that only one device has been purchased with our company which is dated December 27th 2023. You will need to work with ******* further in regards to the loan installment agreement of the defective phone as ******* is your financer and holds the rights to the loan of that device and only ******* can remove or credit that loan.
  
  ******* *.
  Customer Resolution Specialist

  Customer Answer

  Date: 01/15/2025

  Complaint: 22791009
  
  I am rejecting this response because:

  I have the phone from 2018 that was bought out and a new phone in 2020. Then in 2022 I bought that phone and paid for an IPhone. I paid that off in 2023 and bought the *******. That blew up after Russell Cellular in Ash Flat handle the phone.

  Your store should be criminally charged as I have 27 other names, most elderly, that your store has done this to.
  
  Regards,
  
  ********* ****

  Business Response

  Date: 01/15/2025

  *********,
  
  We apologize for the inconvenience you have experienced. The history of your mother's line 7089 shows that in 2015 there was a Galaxy Note5 that has no device payment contract associated to it that was replaced in 2019 with a Pixel 3XL purchased from Victra in **************. In *********************************************************************************************************************** 2021 as a customer-provided device. In 2022 a Galaxy s22 was added which was purchased directly from ******* per the contract on the device and cancelled. An iPhone 13 purchased in June of 2022 was used on the line for a short period but associated to a different phone number on the loan agreement and was activated on the 7089 line on January 3rd 2025 again. This device shows paid off with *******. The last device registered to the line is the S23 purchased December 27th 2023 that has an insurance claim open to replace due to claims of the device being faulty. I have checked all additional devices that have been registered to the other lines of service and all other devices have been purchased with Victra in **************. The faulty device has an open insurance claim on it for replacement. Russell Cellular is only able to exchange or refund devices that are returned with in the first 30 days. Outside of ****************************************************************************************************** an insurance claim can be filed to replace the device. In regards to any discrepancies with the loan terms and agreements you will need to contact the creditor ******* as they hold the rights to the loan agreement for the faulty S23 and can only be changed or dissolved with or by ******* directly.
  
  ******* *.
  Customer Resolution Specialist

  Customer Answer

  Date: 01/15/2025

  Complaint: 22791009
  
  I am rejecting this response because: your records are wrong. Russell Cellular refused to accept the protection plan so I paid off all the phones. The 2018 phone and the IPhone were purchased in *********** because of the neglectful and criminal practices of Russell Cellular.

  There obviously will not have a meeting of the minds. I will file a civil lawsuit in *********** and we can see what the courts have to say. I have my paperwork almost done and you can expect to receive notification and records request next week.

  The civil lawsuit will be separate from the class action regarding ******* and Russell Cellular practices of not honoring  the protection plans and convincing elderly to purchase new phones and extras when it is unnecessary. 
  
  Regards,
  
  ********* ****

  Business Response

  Date: 01/15/2025

  *********,
  
  We apologize for the inconvenience. We at Russell Cellular are authorized retailers on behalf of *******. The insurance company used for all cellphone companies is *******. All Russell Cellular can do to assist a customer who comes in and needs to file an insurance claim is to help them fill out the forms or information with Asurion. Everything else is handled through the company ******* including pricing of the deductible of the replacement device and what needs to be done with the device ie it can be repaired or it needs to be replaced. We also have to speak to the customers wishes ie if the customer states that they do not want the same type of phone the only discourse is to pay off the device to be eligible for upgrading to a different device. An insurance claim will replace the device under insurance with the same model device with no guarantee of matching color or storage size which is disclosed when filling an insurance claim. We hope this helps to answer some additional questions you may have had.
  
  ******* *.
  Customer Resolution Specialist

  Customer Answer

  Date: 01/16/2025

  Complaint: 22791009
  
  I am rejecting this response because:

  You are writing for the benefit of BBB rather than address the issue. 
  
  Regards,
  
  ********* ****

  Business Response

  Date: 01/16/2025

  *********,

  We apologize for the inconvenience you have experienced. There is nothing further Russell Cellular can assist you with. You will need to work directly with ******* and or Asurion in regard to the insurance claim open on your defective device. Have a wonderful evening. 

  ******* *. 

  Customer Resolution Specialist

• Initial Complaint

  Date:12/18/2024

  Type:Product 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.

  Russell Cellular at ******************************************* has been the main issue with all of our ******* complaints. They clearly state on the invoice that they are legally required to review disclosures regarding my device purchase and this location did not review any disclosures at all or highlights of the disclosure. We left believing that we had received a one time promotional credit for the trade in of our phones. The simply said you will see a promotional credit on your bill. Nothing about a 36 month agreement and this was after being lied to about our new construction definitely being able to get ******* Internet. If we hadn't been told that we would not have upgraded our phones with ******* period. They also told us that we would be able to switch providers immediately and failed to mention that the phones would be locked causing us hours of frustration. This location needs some serious training or maybe just to be shut down. Their customer service is terrible and cannot tell a truth to save their lives.

  Business Response

  Date: 12/19/2024

  Dear **** *******
  
  We apologize for the inconvenience youve experienced with our ********, ** location. We understand that how frustrating it can be when you feel as though things are not disclosed to you at time of purchase.
  
  We have investigated this situation and found that there were signatures on the device payment agreement, which goes over any mandatory disclosures for consumers. If you would like a copy of your agreement, you will have to contact ******* directly. All disclosures pertaining to our company policies are stated at the bottom of your sales receipt.
  
  Once again, we apologize for any inconveniences or miscommunication and we hope you have a happy holiday.

  ******** *.
  Customer Resolution Specialist

  
  

  Customer Answer

  Date: 12/19/2024

  Complaint: 22701743
  
  I am rejecting this response because:

  As someone who probably owns a cell phone you know that there is not enough time in store to go through the paperwork with a fine tooth comb. Trust me I would if I was given the opportunity but then your sales **** would make 1-2 sales per day. Your representatives should be verbally going over the main points such as this is a 36 month promotional credit so that customers are not misled to believe that it was a one time promotional credit. And should not verbally tell customers when asked that they will be able to switch providers whenever. If fact the **** told us just go ahead and sign no one reads that and didn't offer any info as to what was included.

  They should have known that the devices would be locked so that we could have avoided 3 weeks of trouble. We tried to port out because this is what your company told us in store and lost service for 24 hours because of it. You obviously do not care about your customers or being honest and up front with them. I was originally mad at ******* but now I know that it is truly your bad business practices to blame. Out of all the BBB complaints that I've filed related to this issue you are the only company to not reach out to me personally. You have bad business practices and I'm surprised that ******* puts up with you. If I had to guess your company loses ******* customers left and right with your poor business practices and lack of customer service/relations.
  
  Regards,
  
  **** *******

  Business Response

  Date: 12/20/2024

  Dear **** *******
  
  We apologize for any misunderstandings. We have made the upper management aware of your concerns regarding the possible miscommunication regarding the legal disclosure pertinent to consumers.  ******* has disclaimers within all websites for consumers, as well as all ads posted within stores or billboards and in their television ads.  The promotions that Russell Cellular offers are dictated by ******* as we are an authorized ******* retailer. All promotion guidelines are dictated by ******* and must be followed.Any disputes regarding the way promotions are applied must be taken up with ******* directly.
  
  In regard to devices being carrier locked, all devices purchased from a carrier will be carrier locked for a certain period of time that is determined by the carrier. To purchase an unlocked device, you would need to purchase directly from the manufacturer, or a retailer not attached to any specific carrier.
  
  We want to thank you for bringing to our attention any retraining that may be required to provide better customer experience in the future.
  
  We hope you and your family have a magnificent holiday season.
  
  ******** H
  Customer Resolution Specialist

• Initial Complaint

  Date:04/04/2023

  Type:Product 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.

  Employee at Russell Cellular sold us a promotion ******* had for switching to ******* from ***** Promotion was said to be two gift cards $500 each for both paid off **** phones we brought over to *******. We made the switch and never received the gift cards. We called ******* and found out the promotion was a monthly credit to our phone bill for 36 months that would total $500 in the end. Due to the wrong information we now owe **** $1,119. We would have not switched over if we had known the true promotion of a monthly credit. We feel scammed and left in a bind. That employee has been let go since then but no help was given to us.

  Business Response

  Date: 04/15/2023

  We are committed to providing our customers with all information on the phone they're purchasing.We apologize for the miscommunication that sparked your review, ********************Please contact us at ********************************************* so we can look into this and help you out.

  Customer Answer

  Date: 04/17/2023

  Complaint: 19893573
  
  I am rejecting this response because:
  I have received this response before and they still have not given me any solutions or help. Its like an automatic response 
  Regards,
  
  *******************

  Business Response

  Date: 04/18/2023

  ***, 

   

  I do not see that you have attempted to reach out to us about this issue. If you don't reach out we will not be able to assist. Please reach out to ********************************************* 

   

   

  Thank you.

  Customer Answer

  Date: 04/18/2023

  Complaint: 19893573
  
  I am rejecting this response because: I did reach out to the email sent and got the run around.
  Here are screen shots where I did.
  Regards,
  
  *******************