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:03/10/2025

  Type:Billing 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.

  I made a purchase and was told that my monthly payments would be $68.00 per month. The bill came out to twice as high. I called and spoke with the store manager ******. He said his employee made a mistake and told me the wrong pricing and he would fix the pricing to match what I was told. ****** contacted his district manager. The district manager filed a case to fix the pricing to what I was quoted. ****** said the district managers case was denied by **** twice and I need to contact BBB to get my problem resolved.

  Business Response

  Date: 03/11/2025

  Good afternoon,
  
  Thank you for bringing this matter to our attention and giving us the opportunity to address your concerns.We take customer feedback seriously and want to ensure were involving the right teams to work toward a resolution for you.
  
  To assist us in our investigation, could you please provide a bit more information?
  Which store location did you visit?
  Address or city would be very helpful.
  I was unable to locate an active account using the phone number provided in the complaint. Do you have an account number or an alternative phone number we could use for further research?
  Can you provide an approximate time frame of when these events occurred?
  
  We truly appreciate your time and cooperation. Please feel free to reply with any additional details that may help us better understand and resolve the issue.
  
  Best regards,

  Customer Experience Team (we have also sent this as an email)

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  -here is the Store address is: ******************************************* Leander Texas 79641.

  -The phone number for the account is: **************.
  
  
  -This happened in December of 2024.
  
  
  Respectfully Yours,
  ***** *****
  
  
  
   

  
  

  Business Response

  Date: 03/21/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to look into your concerns and provide clarification.
  After a thorough review of the situation with our local store team and AT&T, we found that multiple support cases were submitted to AT&T in an effort to resolve the issue regarding your monthly payment expectations. We understand how frustrating it must be to receive a different bill than what was originally communicated to you, and we sincerely apologize for any confusion this has caused.
  Based on the feedback we received from AT&T, we confirmed that the lines associated with the promotional pricing in question were cancelled. According to AT&Ts promotional guidelines, in order for promotional credits to be applied, both the installment plans and the associated wireless lines must remain active. When a line is cancelled or an installment plan is removed, it voids the terms of the promotional agreement. As a result, the promotional credits can no longer be honored, and the full installment cost of the device becomes the customers responsibility. This would have been the case even if the promotion had been properly applied initially.
  While we regret that this outcome may not be what you were hoping for, we want to assure you that we did everything within our local authority to advocate on your behalf. We remain committed to transparency and fairness, and we are happy to further assist in clarifying any part of the billing or promotional terms if needed.
  Thank you again for giving us the opportunity to address your concerns.
  Sincerely,
  PRIME Customer Experience Team

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Im disappointed. Because when I signed up on the phone plan with your company, your employee told me I was getting my tablet for free and Id only be paying $70 a month. After I got my first bill, it was over $200. I wasnt gonna pay the bill since it was incorrect and your company  never fixed it. I think its ridiculous that youre not fixing this problem when it was your employee that gave me the information about how much my bill was going to be. I feel yall should correct the mistake that he made and fix the problem. To tell me theres nothing you can do is ridiculous and not fair to me as a customer.

  
  Regards,

  ***** *****

  ************
  
  
   

  
  

• Initial Complaint

  Date:02/03/2025

  Type:Delivery 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.

  I made a purchase and became a brand new **** customer at ***************************************************** which I was informed is owned by Prime Communications. I have had nothing but an extremely unpleasant experience so far, and my first payment was about four times higher than I agreed to. There isn't enough room to put everything here that has happened, but I will enclose at least some important information regarding why I am making contact. I started with getting what I thought were four new iPhone 15's, but one of them was an open box phone that I have been having issues with from the day I received it and attempts to have it returned were completely refused. I am now completely without one of my iPhone 15's and I am making payments for and receiving bill credits for a new phone that I don't even have due to very patiently waiting for a new replacement iPhone 15. Over two weeks ago I was informed that I could go to a corporate **** store since I no longer live close to the store where I initiated my purchase and became a new customer and I was provided with information to get to that location that was an hour and a half one way to get to, and I was unable to be assisted at all and I have incurred a lot of expense with time and fuel and have had no results at all. I have spent many hours speaking with representative after representative and having managers get involved, and after all of this the only thing I have had is to pay more money for a phone so that I wouldn't go completely without a phone and I now have a very inexpensive phone that cost slightly over $40 just so that I have a phone at all when I should have a phone that is worth close to a $1000 that is what I agreed to get when I became a new customer. I was promised that I would be receiving military discount as well for the service I am paying for, but instead I am paying a lot more. As an honorably discharged disabled military veteran I am extremely disappointed with how I have been treated.

  Business Response

  Date: 02/04/2025

  Thank you for taking the time to share your concerns with us. We value your feedback and are committed to resolving the issues you've raised.
  To better understand your situation and work toward a satisfactory resolution, we have reached out to you via email to request additional information. We believe that addressing your concerns directly and privately will allow us to work together more efficiently.
  If you have any questions or need further assistance, please do not hesitate to reply to our email or contact our ****************************** directly. We appreciate your patience and look forward to resolving this matter promptly.
  Thank you for giving us the opportunity to make things right.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Its been five of the ten days I was informed I need to make contact within to ensure that I get taken care of, and I havent yet but it appears that Prime Communications is working on figuring things out but just havent yet. I have spent over twenty hours on the phone and have had essentially nothing taken care of so far except for a few credits to correct being over billed a lot and am patiently waiting for more credits as well. I am on the four lines for $80/month with military discount bringing it down to $60/month with the 25% off. I am still waiting for my fourth iPhone 15 since I have just been provided three of them, and I have been patiently waiting to be contacted so that I can confirm my shipping address and get it mailed to me as soon as possible since I am paying for a new phone I do not even have. Please let me know when to expect being contacted for it to be shipped to me since I have had a lot of expenses with having to purchase an additional phone that doesnt work very well that I am using in its place. I greatly appreciate the assistance in advance with just receiving what I agreed to, and getting reimbursed for my expenses would be great as well since I have had to purchase an additional phone and drive a lot to a corporate location where ai was informed I would be getting taken care of and then was not. So far my service is equivalent of me spending over $500/month with all of the costs I have incurred which just isnt acceptable.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/11/2025

  Dear **** *****,
  Thank you for reaching out and for your patience as PRIME Communications Customer Experience team continues working through your concerns. We understand that this process has been frustrating and appreciate your time in providing details.
  To clarify the current status of the concerns raised:
  Military Discount & Credits: PRIME Communications Customer Experience team does not have the ability to apply military discounts directly to accounts. Customers must visit an AT&T store (Corporate or Authorized Retailer) or contact AT&T ************* to have the discount applied. Once the discount is successfully added, our Customer Experience team can process the appropriate credits to reflect the correct pricing since activation. However, the necessary approvals for these credits cannot be obtained until the discount is officially applied to the account.
  iPhone 15 Warranty Claim: Warranty claims are processed through the manufacturer, in this case, *****, although AT&T does offer a service to file this claim on your behalf through their warranty department. PRIME Communications does not have access to file or manage warranty claims on behalf of customers. Information on how to file a claim, including FAQs and warranty requirements, has been provided in previous email correspondence with the customer. If a claim has already been filed, please provide the requested documentation of this claim and our Customer Experience team can work with AT&T and ***** partners to assist in the communication process across channels. If the manufacturer has denied the claim, the next step would be to file an insurance claim, and information on that process has also been provided.
  Billing & In-Store Concerns: Any billing discrepancies, misquotes, or overcharges related to store interactions have been escalated through both AT&T and PRIME Communications. Credits issued thus far have been in response to these concerns. If additional unresolved billing issues remain, the Customer Experience Team is available to review and assist within the scope of PRIMEs capabilities.
  PRIME Communications remains committed to assisting in any way possible; however, in order to move forward, the requested information regarding the military discount and warranty claim is still needed. Once this information is received, our Customer Experience team can continue working with AT&T and ***** partners to seek further assistance.
  Thank you again for your patience and cooperation.
  Best,
  PRIME Customer Experience

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  To whom it may concern,

   

  From what I have been informed from AT&T, they informed me that the military discount Ill need to be manually applied to my account due to system issues and the billing still not being correct, and that this will need to be completed by Prime Communications from what they informed me due to that being who I purchased from through AT&T.

  Regarding what is being mentioned as a warranty issue, I have never had a warranty issue. I have only been provided with three iPhone 15s at this time due to a return finally being accepted. My number, ************, is completely without an iPhone 15, and due to the negligence I have had to deal with so far I had to pay for another temporary new phone just to have a phone at all. I need a phone for important calls from my healthcare team being a disabled veteran that has multiple healthcare professionals assigned to me, and being stranded without a phone temporarily until I had to figure out purchasing an additional temporary one is truly unacceptable.
  

  I am not asking for much here. Im supposed to have four (4) iPhone 15s. Ive been provided three (3) at this time. I need one (1) more.  Am paying for four and I only have three! Please get my fourth iPhone 15 ready for me to be mailed to me at this time. This has been an ongoing matter that I have been dealing with for approximately two months now and for the whole time I have been a customer. I have only been provided with 75% of the products I have been guaranteed, but I am expected to pay for 100% of them. I need to be taken care of now, since I have had way too much time and money of mine wasted so far.

  Regards,
  
  
   

  
  

  Business Response

  Date: 02/17/2025

  Dear Mr. ****************** you for your patience while we work to resolve your concerns. I understand the frustration this situation has caused and the challenges you've experienced.

  PRIMEs Customer Experience team is not able to make changes to customer accounts or process orders, which is why we have requested assistance from our local leadership team. They will be reaching out to you this week to help determine what happened with the iPhone 15 and ensure that your military discount is properly applied.

  We want to ensure that you receive the service and support you deserve. If you have any further concerns in the meantime, our Customer Experience team is available to assist you, and their contact information has been provided to you.

  Thank you for your time, and we appreciate the opportunity to make this right.

  Best regards,

  PRIME Customer Experience Team

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve what has occurred.
  

  I am still patiently waiting for my new iPhone 15 that I have been without since early this year, and I am waiting on reimbursement for all of the out of pocket expenses I have incurred such as the three hour round trip drive to a corporate AT&T location that I was promised Id be taken care of and provided with the iPhone 15 that same day but was not provided.

  I would like to respectfully request receiving my iPhone 15 by the end of this week since I have some out of state travel that I have to do and it is definitely about time that I receive the brand new phone I have been waiting for. I am paying for a phone and service that is much more advanced than the temporary one I had to purchase which is an AT&T Verge that doesnt even have 5G service, but I am paying for this service. Its really affecting me not having my iPhone 15 and I am not able to even get full service because of it. I already have enough going on as it is as a disabled military veteran dealing with a lot, and I dont need this being an ongoing issue and am just looking to receive what I should have by now. This whole situation has been affecting my health, not in a good way though. I greatly appreciate you taking care of me in advance.

   

  
  Regards,
  
  **** *****

  
  

  Business Response

  Date: 03/14/2025

  Good afternoon *** *****,

   

  I hope you're doing well.

   

  As we have discussed multiple times, I am unable to process sales or replacements in my role. In order to assist you, I have repeatedly requested that you provide the specific date and location where the device exchange originally took place, but I have not yet received that information.

   

  Typically, when an exchange occurs, stores use their existing inventory. If the necessary stock is unavailable, they order a replacement to be shipped to the customers home, with the customer retaining the original device until the new one arrives. While I understand that you no longer have the device, I do not see any record of an exchange, return, or warranty claim with PRIME Communications, AT&T, or Apple.

   

  Additionally, after reviewing video footage from the activation date associated with your AT&T account, we can confirm that you left the store with all purchased devices. Our representative tested each device to ensure functionality, and all were provided in sealed boxes. This contradicts your initial claim of never having received a device for the line.

   

  If you are able to provide the date and location where the device was left at a store, I would be happy to investigate further and assist with the warranty or exchange process. However, without this information, I am unable to take further action, as I have previously explained.

   

  I have also shared the steps for filing a warranty claim, and you may contact AT&Ts warranty department directly by dialing 611 for further assistance.

   

  Please let me know how you would like to proceed.

   

  Best,

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Mesa, **

  Number is the same as the purchase location, this hasnt changed from what I have been able to see.
  

  Within 10 days of purchase for open box iPhone 15.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond to the concerns raised by the customer. We take all customer complaints seriously and have made every effort to understand and resolve this matter to the best of our ability. Below is a detailed outline of the actions taken by PRIME and our findings regarding the issues raised.

  1. Incorrect Billing and **********************************start="694" data-end="697"> The customer initially reported concerns regarding billing discrepancies and a missing military discount. Upon investigation:
  PRIME issued credits to the customers account to correct the billing discrepancies from the first two billing cycles.
  Regarding the military discount: this discount must be validated and applied either in-store or through AT&T ***************** *********************** Customer Experience team is not ******************** to apply or verify discounts of this nature. The customer has stated that they submitted the necessary documentation to AT&T, and we have advised that further assistance regarding the military discount must be pursued directly with AT&T, as PRIME does not have access or control over their verification process.
  2. iPhone 15 *********************start="1467" data-end="1470"> The customer claims they left an iPhone 15 in our Arizona store and that the store refused to process a return. They also assert that they were told to provide a home address for a replacement device to be shipped to them.
  After a thorough review:
  Our store team denies refusing a return.
  The customer successfully returned a different device in *******, while the iPhone 15 matter involves an alleged return in ********
  Our Customer Experience team worked with AT&T to trace any usage and movement of the device in question. From 01/15/25 to 02/14/25, usage data (talk, text, and data) on the line aligns with typical customer patterns. The **** of the device currently in use on the account was not updated until 03/02/25, indicating that the iPhone ****************************************************************************** store custody.
  No surveillance footage from the Arizona store supports the claim that the device was dropped off during the indicated time frame.
  AT&T has advised that warranty-related device issueswhether inside or outside the return windowmust be handled directly through *****. It is not standard procedure for a replacement device to be issued before the original is returned and processed.
  Our AT&T partners have raised the possibility that the device may have been left at another location, such as a different retailer or Apple store, given the number of nearby stores.
  Additional Notes
  We were only able to determine the timeline of events by reviewing internal account notes and activity logs, as the customer did not provide a consistent or clear time frame.
  The customers account shows access from multiple states, adding further complexity to the situation.
  Conclusion
  While we understand the customers frustration, we have not found any evidence to suggest that the iPhone 15 device was left in PRIMEs possession. We have worked extensively with AT&T and conducted our own internal investigation, including review of security footage and usage data. Unfortunately, without concrete evidence or verification, we are unable to issue a replacement device or take further action regarding the phone.
  We believe we have acted in good faith throughout this process, providing multiple credits and exhaustively researching the concerns raised. As such, we respectfully request that this BBB case be closed as resolved, given the hours of investigation and effort put forth by PRIME and our partners at AT&T.
  We remain committed to customer satisfaction, but at this time, any additional concerns regarding device replacement or discounts must be directed to AT&T, and we have provided the appropriate channels for the customer to do so.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Obviously the store denies refusing the return since the manager and employee dont want any consequences coming from this situation from what I ended up being informed. They ended up taking my iPhone 15, but provided me with no replacement at that time and informed me it would be mailed. Regarding the usage, this makes sense since it was left attached to my account even after I purchased my first temporary phone and I was informed that this would be the case due to the promotion and bill credits assigned to that phone and that this had to be the case for the promotion to still apply. Regarding the bill credits I was assessed, that has nothing to do with anything military related. These credits were applied due to the fraudulent charges that were applied to my account on the first day of purchase so that the employee and/or manager would receive a higher commission and more money in their paycheck. There still to this day has been no military discount applied to the account, even though I became a customer being informed this would be occurring. The store was refusing to speak with me after I was no longer in the area and no longer able to come in, in person. I am still paying for and receiving bill credits for a phone I have not yet received and just want my brand new iPhone 15 to be mailed to me. Had I been issued all brand new iPhone 15s on my day of purchase I wouldnt have this issue right now. Id still have the issue of being overcharged every month like I currently am, but at least I would have four phones that I am paying for. Im still paying for service and for an iPhone 15 that I have not yet been provided, and paying for service for four phones when I have only been provided three is not right at all. I dont know whats going on with Prime Communications, but when the phone number they provide you with for a corporate individual says the number youve dialed to start with and is not even a functioning number something happens to be going on. I just want to get taken care of and given what I am paying for. PLEASE, SOMEONE ASSIST!
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:10/24/2024

  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.

  I have been trying to contact this store and ******* from customer relations for months now. I have left messages, emails, and multiple contact us now emails from their website. Even the **** store in ********, Tx and the regional manager has been trying to contact and ******* from Prime communications will not contact any of us back. I am needing to know when my missing credits will go onto my phone bill from my trade in, considering I traded it in on December 2023. So its been long enough and no one from this office will contact anyone back with information. I was told I would be getting a one time credit of $800 on my bill but its been 9 months and Ive gotten nothing and no word!

  Business Response

  Date: 10/25/2024

  Thank you for reaching out regarding your promotional credits. We understand your concerns and appreciate the opportunity to clarify this for you.

  
  After reviewing the documentation for your trade-in, we can confirm that the device qualified for a $350 credit as per AT&T guidelines. This amount is applied to your account in monthly installments of $9.73 on the line mentioned in your complaint. These amounts are determined by AT&T's trade-in partner, Assurant, based on the market value of your device.

  Thank you again for allowing us to address this matter. We hope this information is helpful, and please feel free to reach out if you have any more questions.

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I need ******* from customer relations from the **********, ** office to give me a call. My one time credit from PRIME COMMUNICATIONS was approved about 6 months ago. The AT&T store here in cleburne tx also said it was approved by PRIME COMMUNICATIONS. I have a picture showing Im to get a one time credit of $1040, AS IT SHOWS IN MY ATTACHED PICTURE!!! Contact me or the AT&T district manager about what is goin on!!! 
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/30/2024

  Good afternoon all,

   

  I wanted to provide an update on Complaint ID: ******** for ****** *****. This situation was resolved by our Customer Experience team on 10/29/2024, just after the complaint was filed. Customer mentioned that they were missing their trade in credit, customer was quoted $800 trade in promotion but was receiving $350. Our Customer Experience team applied a total credit of $495.71 to offset the difference in quoted trade in promotions. The additional amount came from a missing port in credit as well, we have caught them up to the most recent month and have submitted a ticket to have the promotion added through AT&T, which can take up to three bill cycles to attach. I have provided a photo of the adjustment section of their bill below.

   

  I am asking that this complaint be closed as resolved, since this situation has been taken care of. Please let me know if you have any questions or need any additional information.

   

   

  Thank you,

   

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

  Customer Answer

  Date: 12/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:06/13/2024

  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.

  I have attached the entire issue in a word doc attached to this complaint as there were too many words.Long story short: I turned in my phone to the local **** branch owned by Prime Communications. The employee that accepted my phone did not provide me with a tracking number. It was disclosed later that the employee had stolen my phone and was terminated for stealing several phones during her employment there. **** will not credit my account the $800 promotional credit because no one in the store will provide the necessary information for them to do so.I have reached out to numerous managers, district managers, and Prime Communications themselves and no one will return my messages, provide follow **** or address my concerns.I have attached, dates, times, persons spoke with, email communications, etc. I minimally want the $800 applied to my account, but feel like additional compensation should be made as well given that this has been going on for 6 months now and no one is taking accountability.

  Customer Answer

  Date: 06/13/2024

  The main store I had been dealing with is *****************, ***********, IL 62703.  I selected the **** location as that is where I believe the branches in my area report up through and there weren't any branch specific options to select.

  Business Response

  Date: 06/25/2024

  Hello ***** ******,
  Thank you for reaching out and giving us the opportunity to address your concern. I want to sincerely apologize for the miscommunication you've experienced from our local teams.
  We have escalated your case to AT&T, requesting the addition of the $800 trade-in promotion to your account. This ticket has been approved! Typically, these promotions are applied within two billing cycles. On your first bill cycle, you will see a one-time credit for the missed promotional amounts, and moving forward, you will receive the monthly promotional credits, similar to the other line on your account.
  Please feel free to contact our customer experience team if you do not see the credits applied within the next two bill cycles. They will work directly with AT&T to resolve any issues.
  Thank you again for giving us the chance to make this right. We greatly appreciate your patience and thank you for being a valued AT&T customer.
  Sincerely,
  *********************************************

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:05/28/2024

  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.

  Went into this business on 4-25-2024 to up grade and iPhone, the sales associate was ****** *. He said that we would be given a credit of $350 for the old iPhone toward the purchase on the new iPhone 15pro. Receipt # **-408000043034774. He said that we had 30 days to bring the old phone in to get the $350 credit. We went in today 5-22-2024 to take the old phone and get the $350 bill credit. The sales person that waited on us, that would not give us his name said he was the manager, this was at 13:30hrs and that the old phone we were bring in was not worth $350. We ask then why were we told we would get the $350 credit on 4-25-2024 by ******. He said that ****** was new and in training and that he did not have approval to say that. We ask that if ****** was in training, then why was he working by himself. He said that it must have been at the end of the day when only 1 person was working, we told him that it was the early afternoon and several other store associates were working. The person today that would not give his name also told my daughter that she was crazy and he was not given her his name. When he was ask to let us speak to another manager, we would told that he was the only manager. We ask for the customer service phone number for **** and went outside of the store to make the call. While we were outside this guy came out and stared my daughter down then went back inside. Also on the day of the up grade 4-25-2024, he added to charger that was not approved by us. He added ATT protect advantage and on the monthly payment where you pay a higher price. These 2 charges were never approved by us. I want my $350 credit for the old iPhone and this extremely rude person from today 5-22-2024 to be retrained in customer service.

  Business Response

  Date: 06/11/2024

  Hello ****, 

  Thank you for your valuable feedback regarding your recent experience at one of our locations. We apologize for the inconvenience and frustration this may have caused you. 

  We have opened a case for the trade-in promotion and are actively working to attach the $350 trade-in promotional credits to your account. These are currently set to attach within the next two bill cycles. These credits will be issued on a monthly basis, along side the device's installment plan. Additionally, we have brought you experience to the attention of local leadership to use as a coaching opportunity for improving customer service in the area. 

  During our investigation, we also noted that AT&T has issued credits for the additional features you mentioned. We hope this resolves the matter to your satisfaction. 

  Thank you again for bringing this our attention and giving us the opportunity to make things right. 

  Kindest Regards, 

  PRIME Communications Customer Experience Team 

• Initial Complaint

  Date:05/07/2024

  Type:Billing 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.

  On August 2, 2023 my husband and I went into the **** in ****************** to get new iPhones. At the time, there was a promotion that if you turned in your pre-owned iPhones, you would receive a $1000 credit towards your new iPhones. We worked with ******, we reset our old phones and turned them in. We were told that we wouldnt see the credit until the second or third billing cycle (which was always normal after a trade in). After three months we never saw a credit, we contacted the store and was told that they have no record of us turning in our phones but divulged that ****** no longer works at that store and is known for messing things up and they would look into it. Well, months went by of contacting the store and we were told that they needed to contact their district manager to review footage, we were then told they dont have the footage because it was to long ago. We were consistently told that we would get a phone call back and never did. We went into the store to follow up and it was a completely unprofessional setting. The managers children were there, all of the employees were standing around and again bad mouthing Travin. One of the times in February we were there, some higher up named ***** was there, he was extremely apologetic and assured us the issue would be taken care of and he was escalating our issue. Since then, the issue has not been resolved. We have contacted ***** by e-mail. We have contacted the prim communications e-mail and have not received a response. We have called the store and have always been told they are familiar with our issue and they will give us a call back. We turned in paid off iPhones, we should get our property back or be given the credit. This has been a never ending headache.

  Business Response

  Date: 05/20/2024

  Dear ***** *****, 

  We would like to begin by sincerely apologizing for the experience you have had with our company thus far. We greatly appreciate you bringing this matter to our attention and giving us the opportunity to make things right. 

  I am pleased to inform you that field leadership reached out earlier this month to have your promotions corrected, and I can confirm that these corrections have been successfully applied to your account and are now active. To ensure you are fully compensated, you will see two one-time credits of $277.80 on your account to catch your promotional credits up to the most recent bill cycle. Moving forward, both lines will receive a credit of $27.78 for the duration of their installment plans. These credits will be detailed on your next billing statement and should be currently visible online for your review. 

  Please do not hesitate to reach out if there is anything else that needs to be addressed. We are committed to ensuring that you are completely satisfied with the resolution and your concerns have been resolved. 

  Once again, we deeply appreciate your patience throughout this process and for allowing us the opportunity to improve your experience with PRIME Communications and AT&T. 

  Best Regards, 

  PRIME Communications

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising 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 wasnt sure if this was employer/employee because I did work for prime. I started working there 9/21/24 I stopped working there 3/15/24. While working there my manager ****** needed to reach a sales goal for direct tv sign *** so she signed me up under my name but she assured me she would pay for it. I never needed the service nor wanted it. I never even used the service. Upon me leaving the company I returned the box I was given. Im now finding out I have an $80 balance to be paid that is no longer being paid for. I want nothing to do with this. It seems like I left the company and now its my problem that could impact my credit. I dont think thats fair or right when end all be all this sign up only helped the manager that signed me up. All I want is for this to no longer be my problem nor something that impacts my credit. I want nothing to do with direct tv stream I never did. Im being told I need to cancel the service for an account I dont even know the sign in or password. Im very annoyed and discouraged that this is how something I did to help my manager out ended up. I like her shes wonderful but how this played out after I left has left a very bitter taste in my mouth and is a lot of how I believe regular customers feel after being promised the world.

  Business Response

  Date: 04/29/2024

  We sincerely apologize for any inconvenience caused and appreciate you bringing this matter to our attention. Our ****************************** has made several attempts to contact you and will continue to work diligently to provide a satisfactory resolution.
  While PRIME employees are not authorized to close accounts per AT&T guidelines, we are committed to reviewing your account and addressing any outstanding balances together. If necessary, our team will collaborate with AT&T to explore the possibility of processing an account closure without requiring you to call in.
  We have provided you with contact information to facilitate this resolution and eagerly await your response to ensure that this matter is properly addressed. Furthermore, we have shared the details of this incident with our internal teams to clarify any misunderstandings within our local sales organization.
  Please do not hesitate to reach out to us, as we are dedicated to providing you with the best possible service and finding a mutually beneficial solution.

• Initial Complaint

  Date:02/24/2024

  Type:Billing 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.

  On 12/26/23 my husband & I went to a local AT&T store to ask about adding an Apple Watch to our plan & if they were offering any specials to trade in our current phones. Byron, told us he could offer a promotion that gave my husband & I, $1,000 rebates on the iPhone 15 Pro & Pro Max by trading in our current 12 Pro & 12 Pro Max. We confirmed multiple times because that essentially meant our upgrades were free. He assured us we would each receive $1,000 in credits. We then confirmed with his manager, Patrick, that we would each receive $1,000 in credits & he confirmed. They went so far as to circle it on the paper they had us sign for the trade-in. After Byron had us factory reset both phones, purchase new charging blocks & throw out our old cases, he assured us we could leave & return our old phones later. Something felt “off” about the situation so I told my husband I wanted to stay until the trade-in process was completed. After over 2 hours of waiting, Byron tells us “I can only give you $830 for the 12 Pro but don’t worry, it’s only a few dollars less per month.” When I said “This isn’t the promotion you initially offered”, Byron responded that the promotion had “just ended” & this was the best he could do. After contacting AT&T support over the phone, while still at the store, we confirmed the promotion had not ended but he gave us incorrect information on credit amounts. The manager I spoke with over the phone offered to credit 50% of Byron’s mistake if the store would credit the remainder. Byron said this wasn’t an option. We asked him to call his manager, Patrick, who also said it couldn’t be done. The AT&T manager on the phone said they were incorrect, it could be processed & she would reach out personally to ensure it was done. We were told the credit was approved by a regional manager & would be applied to the account. It’s been 2 months & we still have not received the credit. I’ve asked for Patrick’s manager to call me & still haven’t received a call.

  Business Response

  Date: 02/27/2024

  Thank you for reaching out to us regarding your recent experience with our store. I want to extend my sincerest apologies for any inconvenience or confusion caused during your visit.

  
  After reviewing the details of your case, I understand that there was a discrepancy between the quoted $1000 trade-in promotion and the actual value of your device, which qualified for $830. I'm glad to hear that our Customer Care team was able to assist by applying an $80 credit, and I've taken the liberty of further addressing the remaining $90 to offset the misquoted promotion. You should expect to see this credit reflected on your account within the next 48 hours, and it will be itemized on your upcoming bill cycle.

  
  Our goal is always to provide transparent and accurate information to our valued customers, and I regret that we fell short of this standard in your case. Your feedback is invaluable to us as it helps us identify areas for improvement and ensure a better experience for all our customers.
  Once again, I apologize for any frustration or inconvenience this situation may have caused you. We truly appreciate your patience and understanding as we work to resolve this matter to your satisfaction.

  
  If you have any further questions or concerns, please don't hesitate to reach out to me directly at [email protected]

  Thank you for bringing this matter to our attention, and for your continued support as a valued customer.

  
  Sincerely,

  Shannon ******

  Customer Experience Manager

• Initial Complaint

  Date:06/05/2023

  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 to the New Milford CT ATT mobility store on June 1st. for a activation of a customer owned ZTE hotspot. Ben said that this required a new sim card, he inserted sim card into slot and it got stock. He should not have taken carrier off of sim card, it made it smaller than original. He then tried to get it out to no avail and another employee tried to remove with poker tool. They could not remove sim. I waited 1 hour while they played with unit and called technical support. I told them I would remove sim at home with fine tweezers which I did and put larger carrier back on sim for proper inset. carrier had been damaged by their work on June 1st evening. I went back saturday and should them the carrier and the damage and they denied all wrong doing and said I had damaged the unit. I spoke to the manager and she said there is nothing that she could do. Buy a new unit or return unit to manufacturer for repair. They damaged the unit by inserting smaller sim card than required and getting it jammed in unit and damaged device by trying to remove with inadequate tools and knowledge. Then had the gall to say I damaged it. They take no responsibility for issue.

  Business Response

  Date: 06/22/2023

  PRIME Communcations has ackowledged this BBB complaint and our Customer Experience Manager has made several efforts to reach out and address this concern. In our previous email, we provided a detailed resolution offer.
  To summarize, we would like to offer to credit any insurance deductibles that may be incurred for replacing or repairing the device that was potentially damaged in our location. If you find this offer acceptable, please reply to the email and let us know when you have filed the insurance claim.
  We value your feedback and aim to provide a satisfactory resolution. If you have any further questions or need clarification, please don't hesitate to reach out.

• Initial Complaint

  Date:05/23/2023

  Type:Product 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.

  On January 16, 2023, I traded in my wifes iPhone at Prime Communications West *************** location. The agent assisting me advised that she qualified for a $350 credit for her phone. On Wednesday, January 25, 2023, my wife received a text message from **** informing her that she needed to upgrade to an unlimited plan to qualify for the trade-in offer. This was never mentioned when he took receipt of her old phone.On January 27, 2023, I complained to the store manager. He advised that the ************ were to upgrade the plan or return the new phone. He said my wifes old phone would have been sent to **** within 72 hours of receipt. If I was agreeable to upgrading our plan, I would have done so on the same day as the purchase and my wife does not want to return the phone. As it stands now, Prime Communications took receipt of my wifes old phone, knowing that no compensation would be provided. I twice emailed the district manager but received no response. It appears that Prime Communications intend to ignore this issue and are not interested in resolving it.

  Business Response

  Date: 03/02/2023

  We received a notice that a complaint had been filed against ** (ID ********, attached).

   

  Upon reading the nature of the complaint, weve ascertained this is being filed against/sent to the wrong business. From what we understand (we have been confused with AT&T Prime Communications a number of times in the past so we of course sought out their information), there are a number of AT&T retail stores that also go by the name of Prime Communications. We are in no way affiliated with AT&T or any of these stores. Our information is below, and this is our sole physical location:

   

  Prime Communications 1, Inc.

  333 ****************************., Ste. 2400

  *******, ** 60606

  ** ***************** #: 65117223

   

  We are a low-voltage electrical contractor that mainly handles the installation and configuration of cabling for telecommunication services in commercial spaces. Again, we are in no way affiliated with AT&T Prime Communications or any of its subsidiaries.

   

  Please contact me if you have any questions or need anything additional.

   

  Thank you,

   

  **********************;

  Business Response

  Date: 05/31/2023

  Thank you for reaching out to us and for raising your concerns through the BBB complaint and for responding to my email regarding this escalation. We appreciate your patience throughout this process and am glad that we were able to come to an agreeable resolution. 
  After discussing your request, we have decided to provide you with the trade-in credit of $350 that you were seeking. We understand that this credit is important to you, and we want to ensure your satisfaction without requiring any changes to your current plan.
  To implement this resolution, we have filed a ticket for your request, and the credits will be applied to your account during the next billing cycle. We apologize for any inconvenience caused, and we appreciate your understanding as we process this change.
  If you have any further questions or concerns, please don't hesitate to contact us directly via our previous email thread. We value your feedback and are committed to providing you with excellent service.
  Thank you again for bringing this matter to our attention, and we look forward to continuing our relationship with you.

  Customer Answer

  Date: 05/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.