Complaints

This profile includes complaints for Cell.plus II, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cell.plus II, Inc. has 6 locations, listed below.

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  Cell.plus II, Inc.

  502 Berkley Blvd # B Baraboo, WI 53913-1007

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  Cell.plus II, Inc.

  651 N Union St. Mauston, WI 53948

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  Cell.plus II, Inc.

  204B N. Main St. Adams, WI 53910

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  Cell.plus II, Inc.

  906 Us Highway 12 Ste 102 Baraboo, WI 53913-8500

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  Cell.plus II, Inc.

  332 Highway 13 Wisc Dells, WI 53965-7902

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:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the ***** store on 11/16/23 to inquire about internet service was assured it would work at my address and i had a 14 day trial period and there would be a $30 restocking fee if i didn`t want it. when i opened it the directions said i couldn`t have trees obstructing the view if i was told that i never would have got involved i live in the *****!!! i tried it many places it didn`t i was gone for thanksgiving then returned it. then a bill for $113.07 i figured it would be corrected then a bill for $62.28 so i went in to talk to *******. I was told it was $35 restocking not $30 and i was paying for my trial period. And the price was higher because i didn`t do autopay witch i had requested. she was like tough luck! I was lied to and mislead! I haven`t paid the bill and now its a **** against my credit.By the way i have t-***** now after a free 15 day trial i`ll be billed in a few days that was honest up front!4113.07

  Business Response

  Date: 01/22/2024

  ******************* came to the ***** location to purchase a Home internet service. The associate he worked with went in detail to understand the customers needs and location where he would be using the service. Upon looking at the coverage map the associate explained to the customer that where he was could be hit and miss with reception and showed him on the Map. Although this information was provided and he was well informed he felt as if the service would work for him. The associate then covered the cost several times with the customer and reiterated Autopay was needed for the discount. During the setup process the associate again went over the customers location  and then talked about the 15 day excellent guarantee however did not cover cost.The associate then went over the service agreement with the customer in detail Noting the $30 activation fee, the $8 in proration, and that he accepted device protection on the account. She covered that there is no contract, however if beyond the 15 days he were to cancel he would be charged for the remainder of the cost of the device. She then covered the restocking fee and stated the $35 restocking fee.  The associate then went into great detail on how the device worked and what was needed to set up the equipment.She offered to have a Home internet coach call the customer to assist with set up and he declined. She goes on to give some additional details of what was in the box and provides the customer with the Home set up coach number if he were to have any issues during the setup process. In my opinion the customer was well informed and fully engaged in the sales process.
  
  Upon return ******************* stated to the associate that as soon as he took it out of the box he saw it said not to have any trees obstructing it. The associate went on to state she has trees and has the same unit and trees were not a problem for her. He then goes on to tell her he set up the unit and all he got for signal was "fair". He said at that point he bailed out. After some additional questions form the associate it was confirmed that ***** did download the second app to set the unit up nor did he hook any devices up to test the unit. The associate asked if he contacted the Set up team to help him and he said he did not since he only got two bars. The associate offered multiple times to help him download the app and then set up an appointment to have the Set up team help him. He considered for a min and then declined. The associate proceeds with the return. At that time she confirmed the card he was using and stated the restocking fee would be on his bill to which he replied the $35 restocking fee. She confirmed this and told him that would be on his final bill with the services for the days he had the device. The return was completed and the customer stated ******* learned" and left the store. 
  
  The customer's Final bill he received from US cellular would include the days of service that he had the device, in addition to the restocking fee.
  * I am unable to see a copy of the bill, however I trust that by the number that I see reported here he was billed correctly.

  We provided above and beyond customer support and service!  We were 100% upfront and thorough to which the customer agreed. We did not provide any misinformation and the customer was well informed throughout the process. It is unfortunate that ************ decided to not even try the service, return the device, and then lie to the BBB.   

   

  Timeline:

  Sale November 14th @2:03pm
  
  @2:03 Was told about Autopay and that is how to get the price
  @2:06 Was told that it would be a Hit or Miss on weather it would work for him.Showed customer the Map and the direction of where the tower was to him. He was attentive and interactive even discussing business and locations while looking at the Map with the associate. Customers seemed confident that it would work because of where the tower was located.
  @2:10 associate restated that it needed Autopay for the discount and customer responded $10 right and then asked about the 2yr promotion
  @2:17 was clearly explained flat rate plan and how it works and again mentioned autopay discount for 3 phones $91 with the internet. Customer had stated wanted to keep his phones with other carrier as "service would be cheaper"She reiterated the promo of the Home internet service cost would not apply without mobile lines of service. He understood.
  @2:25 confirmed again where he lived and the customer looked at the Map.
  @2:26 talks about 15 day and Restocking No $ was discussed for restocking However a min or two before that Taxes were discussed and she stated they were around $30 for taxes
  @2:27 ******* went over service agreement Covered the $30 activation fee and the proration of around $8.00. Covered that there is no ETF just the price of the device if he decided to cancel.
  @2:31 She covers the 15 day return policy and that we charge a $35 restocking fee if he were to return the device. As we would need to sell it as used.
  @2:33 went through the box in detail with the customer.
  @2:34 she offer to set up the customer with an Asurion set up appointment to make sure the device is working properly. Customer then started asking a bunch of questions about how to use the apps and find the best spot and then said he would do that himself.
  @2:35 she explained how the app works and the speed test.
  @2:42 also offered the phone number for tech support if he had any issues in the process.
  
  Return: November 24th @2:20pm
  
  Customer said as soon as he took it out of the box he saw it said not to have any trees. He said he did try to set it up, and the "best he could get was fair" She did mention that she had tree's and her's worked for her. He just kept saying he was by trees and maybe will try it another time.
  
  He then said he argued with ********* to save $40.00 per month
  
  She asked if he did a speed test and he kept saying it said fair and he just went by the bars and did not do a speed test.  He said when it only got two bars he would not get any service. He stated he just bailed out when he only got two bars.
  
  @2:20 ********************** explained the difference between the apps and then he said that he never downloaded the second app. She offered for him to bring his phone in and she would help him download the App. She asked if he called the tech support number and he said naa he did not. She then encouraged him to try it again. He said he did not want to get stuck in it and she advised she can get the return pushed to 20 days if it did not work for sure. He declined again and said it just was not worth it. Started comparing his experience with Bug tussle and how they barely worked.
  
  @2:21Confirmed the card he was using and then she confirmed this is the taxes and that would be on the final bill and he state $35 on top of whatever that final bill is and she said *** and he stated ****** learned

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************