Carolina West Wireless, Inc.

I have been a loyal Carolina West customer for over years After spending over an hour comparing Verizon and Carolina West online for four new iPhones and an upgrade in data plan, I called to ask a few questions with Carolina WestI was told that the data plan and phone prices that were on the website were only for new customers not the loyal customers who had been with Carolina WestI could not find anywhere on the site (if it is there, it is very discreet) where it stated that the new phone prices and data plans were for new customers I think Carolina West has no loyalty to their customers I would not recommend Carolina West to anyoneAs a matter of fact, if asked, I will tell anyone how disappointed I am

I find it hard to believe this company has a good ratingI have had this service for several years now and there is always an issue with serviceMy latest issue is with the iPhone Plus in which Apple didn't make a strong enough brace in the connection of the screen/mother board cause the screen to not function and glitchInevitably the phone will just stop workingWhat does Carolina west do to help the customer? 1) offer to let me upgrade early with an early upgrade fee 2) add a line and still pay for the contract that's on the phoneThis company is complete garbage and cares nothing about helping the customer***, will give me $for the phone, pay out Carolina west contract, and less for service a monthSo, I call Carolina west and give them one last opportunity to make things rightWhat do they do? We are sorry that's all we can offerI call bs so I will never recommend Carolina west and I am now I have made the switch and encourage everyone else to do the same

To Whom it May Concern,I have contacted Ms*** in regards to this issueWe have worked out a resolution and will be sending a new MiFi unit to Ms*** to see if we can meet her needs. The customer has my contact information and will reach out to me if the new MiFi is not performing
as expected.Thank you,
Michael
***
Director
of Call Center Operations
Carolina West Wireless
*** ***

To Whom it May Concern,The fees that are being referenced by the customer are actually not late fees but instead they are reconnect fees. All customers are charged $per line for re-connection once they are suspended for non payment. The account in question was suspended on
October 9, due to non payment from the customer. Prior to the suspension the customer was contacted on the following dates:
September 25, 2015: SMS message was sent to the customer asking that they contact Carolina West WirelessSeptember 25, 2015: Email was sent to the email address on the account notifying customer of the payment amount due and the date the payment must be paid to avoid service interruptionSeptember 28, 2015: A letter was mailed to the address on the account notifying customer of the payment amount due and the date the payment must be paid to avoid service interruptionOctober 1, 2015: A second SMS message was sent to the customer asking that they contact Carolina West WirelessOctober 1, 2015: A second email was sent to the email address on the account notifying customer of
the payment amount due and the date the payment must be paid to avoid
service interruptionOctober 7, 2015: A third SMS message was sent to the customer urgently asking that they contact Carolina West Wireless immediatelyOctober 8, 2015: A fourth SMS message was sent to the customer urgently asking that they contact Carolina West Wireless immediatelyAfter attempts to contact the customer for payment the service was suspended on October 9, 2015. The customer did pay their past due balance to reconnect service on October 9, through our payment IVR system. Due to the collections activities and efforts made all accounts that are suspended are charged a $per line reconnect fee. Customers can have the fee waived if they pay both their past due and their current balances when reconnecting service which would bring their account to a $balance. In this instance the customer did not pay the current balance and only paid the minimum to reconnect service.
As a courtesy only we have waived of the reconnect fees that were billed to the account. This decision was based on the account history of the customer as all fees were valid when billed to the customerBased on the multiple unsuccessful attempts to contact this customer for payment and the fact that the reconnect fees are valid, Carolina West Wireless feels that this case should be considered closed. Please contact me directly for any questions or concernsThank you,
Michael
***
Director
of Call Center Operations
Carolina West Wireless
*** ***

After being with CWW for over years I am finally as fed up as a person could possibly be We have stuck in for yours while they make promises they do not keep and lie about things and blame on the customer, no matter What finally ended my long voyage with this company was when they decided to take my unlimited data I resisted this but was assured that this was going to be an awesome deal 4GB per line So okay! I trusted them Very first month, overages to the tune of over $ So I call we explain we turned the data off on our phones as soon as we got the text were at 80%/ Surprise, surprise It was the hot spots on our phones being hacked by other people or our grown kids who had not used but 2GB or less on their lines were, I guess using our hot spots when they had hot spots on their phones I'm not sure the logic but ok So, since I didn't want to be charged anymore fees for overages, as soon as we got the 80% text from CWW I called and had them take the data from all our phones through their office We had exactly days of data for a bill of over $ And not to mention my bill repeatedly goes up for no apparent reason They have also been harassing my whole family about a bill that I sincerely think is ridiculous I don't mind paying what I owe but I don't like being bullied about the charges I know are not mine I'm hoping this review will help others understand that with this company you don't get what you pay for I have lived with the slow service the Buck Hill towers always being down or messed up Somehow, I always give them chance after chance but they seem to be forgetting that I had decided a long time ago that I was no longer a valued customer but now I know I never was When I'm done I'm done Please I beg you don't get caught up in their empty promises

Sorriest wireless service in the history of the industrySlow, slow, slow not to mention terrible or no signal, dropped calls, no servicea number line list of issues I could go overDon't even think of watching a YouTube videoPlay for 3-seconds, buffer for minutesTakes over an hour to watch a five minute viseoWOULD ***NOT*** recommend CWYou're better off with two Campbell's chicken noodle soup cans and string

Labour Day, 2015 Monday around noon, went upgrade my phone after 2 years because it was not functioning well. I new it had been 2 years but as it turned out I had a week left on my contract.
The store was 30 miles from home so I called and they were open. When I got to the store the Sales rep. was informative and helped me select a phone and was going to sign up for a new contract. Sales lady called her boss to see if I could upgrade a week early and was told no, I would have to return the next day and he would do it. We told the sales lady that it was 60 miles round trip but she said her manager said no. This meant I would have to travel 60 miles twice for a total of 120 miles , loose time from work if I came back the next day. I will find a new carrier. Unbelievable, manager must have been on a power trip. This is how business is handled at Carolina West Wireless , sometimes they don't even want your business.
Mark

To Whom it May Concern,Our records of customer [redacted] account shows the following notes in regards to this issue:• June 25, 2016: Port Request came from T-Mobile with incorrect account information.  Per porting guidelines the port request...

was declined based on incorrect customer address submitted by T-Mobile.• July 14, 2016: [redacted] contacted Carolina West Wireless to inquire on account balance.  During this phone call Ms. [redacted] realized that her line of service [redacted] was not disconnected.  At that time she worked with a Team Lead and line [redacted] was set to disconnect.  As a courtesy the remaining charges on this line that would have billed to the customer were waived.  Notes reflect that the customer was happy with the outcome.• July 19, 2016: Notes reflect that we attempted to contact Ms. [redacted] in regards to changing her billing cycle date.  The balance must be paid in full before lines can be moved from one billing due date to another.  A voicemail was left for Ms. [redacted] asking that she return a call to Carolina West Wireless so we could get payment and move the billing date as she had requested.• July 23, 2016: Carolina West Wireless attempted to contact Ms. [redacted] again regarding the billing date change. The attempt was unsuccessful and a voicemail was left for Ms. [redacted] asking for a return call. • July 26, 2016:  Carolina West Wireless attempted to contact Ms. [redacted].  Ms. [redacted] indicated that it was not a good time for her to speak with the representative that was speaking to her.  Notes of the account state she Ms. [redacted] was notified that we would call her back the next day.• July 27, 2016: Carolina West Wireless attempted another follow-up call with Ms. [redacted] and she once again indicated it was not a good time for her to speak with the representative that was speaking with her.• July 28, 2016: Carolina West Wireless attempted another follow-up call with Ms. [redacted], the attempt was unsuccessful and a voicemail was left asking that she return a call to Carolina West Wireless at her convenience.• September 1, 2016: Records show that Ms. [redacted] contacted Carolina West Wireless to review her account balance.  Notes show that she felt she had indicated that she wanted all three lines on her account disconnected when she spoke to Carolina West Wireless on July 14, 2016.  The call recording from the July 14, 2016 call was reviewed to see what discussion was had between Ms. [redacted] and Carolina West Wireless.  The recording shows that the only line being discussed to disconnect was line [redacted].  The remaining lines on the account were never discussed during the July 14, 2016 conversation. The timeline listed above shows that we attempted to contact Ms. [redacted] multiple times with no success.  The call that took place on July 14, 2016  was reviewed and it was verified that the only line being requested to close was line [redacted].  We strongly feel that we were attempting to work with the customer as the multiple attempts to contact her above reflect.  Even though we were specifically following the customers’ requests, as a courtesy Carolina West Wireless has waived the charges for service for the August and September billing dates.  A credit of $320.34 has been posted to Ms. [redacted] account. We feel that this issue should be considered closed and resolved based on this information.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] 
Thank you again for your assistance.

To Whom it May Concern,Mr. [redacted] was given two options for a phone replacement when he visited one of our retail locations on August 24, 2015.  To utilize our "Get Smart" upgrade program or to activate a customer owned phone.  Mr. [redacted] did reach out to our Customer Service Department...

through our website "Contact Us" page on August 24, 2015 after his visit to the retail location.  Mr. [redacted] was asking to be sold a phone at retail pricing.  At that time we did respond to his email and let Mr. [redacted] know that we would sell him a handset at retail price so he could replace the one he damaged.  Our records show that Mr. [redacted] did activate a customer owned phone later in the day on August 24, 2015.  Based on the fact we have offered and will sell Mr. [redacted] a device at retail price we feel this issue should be considered closed.  Please contact me directly for any concerns.Michael
B[redacted]
Director
of Call Center Operations
Carolina West Wireless
Off:
(336)973-5000x5002
Cell:
(336)927-0720

Customer service at Mt Jefferson store in West Jefferson is the worst! The store manager, Daisy [redacted], is the rudest, most unprofessional customer service representative I have EVER met. Please Carolina West Wireless, do something about her attitude!

To Whom it May Concern,In reviewing Mrs. [redacted]'s account notes we have record that on February 23, 2015 she was informed that the Hotspot feature only works in our 10 county local area. The Hotspot feature is an add on feature to her existing phone that the customer requests to pay for. We can...

remove the Hotspot Local Feature at any time if its not meeting the needs of the customer.  As Mrs. [redacted] stated in her complaint she has been a customer with Carolina West Wireless for over four years. We have researched the service at her home address as recently as late January of 2015 and found that the service at the address she provided would be marginal.  We are constantly looking at ways to better our service for our customers and we are tracking this reported address for future consideration when making optimization changes to our network.  The service at this address has not gotten worse over the span of the customers tenure with Carolina West Wireless so I'm not fully understanding the request to allow waiving of early termination fees for service that is the same or better than the past at this address.  Added that Mrs. [redacted] has entered into multiple two year contract terms with Carolina West Wireless in the past shows that she was happy with the service she is receiving.  We did attempt to contact Mrs. [redacted] in reference to the Hotspot Local only feature and during the discussion she demanded to be let out of her contracts and when we advised that we would not be waiving the fees the customer ended the call. Based on the fact that the Hotspot feature is a feature the customer requested and can be removed so she is no longer charged and the fact that service at her home address has been the same for years we feel this issue should be considered resolved.  In all contracts Carolina West Wireless allows the customers 14 days to return devices purchased and contract terms will be released for issues such as coverage. The customer has signed multiple contracts with Carolina West Wireless and didn't exercise the 14 day return policy.  If having any questions please contact me directly.Michael
Baldwin
Director
of Call Center Operations
Carolina West Wireless
Off:
(336)973-5000x5002
Cell:
(336)927-0720

I am writing because this seems to be the only way that I can actually get a response or results concerning my issues. I have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest Wireless. With my initial device, I was constantly being charged roaming charges even though I only use my device at home. I expressed my concern before and they made and adjustment to my device where it would not incur the roaming charge. On the new device the same process was done. Sometimes and especially Sundays my MiFi device will not connect to internet. I am never able to contact customer service on Sunday because they are closed. I called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $10 per month to have my internet working. The agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without cause. I explained that my service had been working with the roaming block on. I cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at home. If it was going to be such an issue, CWW should have given me the option to eliminate that service and return the device. CWW offered the service to me with confidence that the service would work, but it is one issue after another. I am really tired of going back and forth with over this issue. I need results becuse if it is not going to work as promised I can take my business elsewhere.
I would like to have working service without the constant billing issue or I would like to return the device and be released from my contract without penalty.
I am writing because this seems to be the only way that I can actually get a response or results concerning my issues. I have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest Wireless. With my initial device, I was constantly being charged roaming charges even though I only use my device at home. I expressed my concern before and they made and adjustment to my device where it would not incur the roaming charge. On the new device the same process was done. Sometimes and especially Sundays my MiFi device will not connect to internet. I am never able to contact customer service on Sunday because they are closed. I called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $10 per month to have my internet working. The agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without cause. I explained that my service had been working with the roaming block on. I cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at home. If it was going to be such an issue, CWW should have given me the option to eliminate that service and return the device. CWW offered the service to me with confidence that the service would work, but it is one issue after another. I am really tired of going back and forth with over this issue. I need results becuse if it is not going to work as promised I can take my business elsewhere.
I am writing because this seems to be the only way that I can actually get a response or results concerning my issues. I have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest Wireless. With my initial device, I was constantly being charged roaming charges even though I only use my device at home. I expressed my concern before and they made and adjustment to my device where it would not incur the roaming charge. On the new device the same process was done. Sometimes and especially Sundays my MiFi device will not connect to internet. I am never able to contact customer service on Sunday because they are closed. I called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $10 per month to have my internet working. The agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without cause. I explained that my service had been working with the roaming block on. I cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at home. If it was going to be such an issue, CWW should have given me the option to eliminate that service and return the device. CWW offered the service to me with confidence that the service would work, but it is one issue after another. I am really tired of going back and forth with over this issue. I need results becuse if it is not going to work as promised I can take my business elsewhere.
I am writing because this seems to be the only way that I can actually get a response or results concerning my issues. I have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest Wireless. With my initial device, I was constantly being charged roaming charges even though I only use my device at home. I expressed my concern before and they made and adjustment to my device where it would not incur the roaming charge. On the new device the same process was done. Sometimes and especially Sundays my MiFi device will not connect to internet. I am never able to contact customer service on Sunday because they are closed. I called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $10 per month to have my internet working. The agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without cause. I explained that my service had been working with the roaming block on. I cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at home. If it was going to be such an issue, CWW should have given me the option to eliminate that service and return the device. CWW offered the service to me with confidence that the service would work, but it is one issue after another. I am really tired of going back and forth with over this issue. I need results becuse if it is not going to work as promised I can take my business elsewhere.

In Nov. 2015 I purchased a smartphone and Internet plan from Carolina West Wireless at their office in Sparta, NC. My original data plan was for 20 gigabytes per month. After a couple of months, I began being billed for overages. I then increased my plan to 30 gigabytes. However, after a short time, I again started being billed for overages. I increased my plan to 40 gigabytes. However, on my March 1017 bill, I was billed for 49 gigabytes of usage, 9 gigs over at 15 dollars per gigabyte. My bill was over $372 dollars for that months. Even though I was using the Internet at a regular pace throughout this period, each time I paid for an increase in allowed usage, CWW billed me for overages. I checked my usage six days into the current cycle, and CWW said I had used over 13 gigabytes. Stretched over the current period, that meant that at the end of the period, I would be billed for over 60 gigabytes at the end of the current period. I stopped using the Internet with this plan at that point. I purchased a plan with Verizon and began using the Internet at my normal pace with them. Since purchasing the plan with Verizon, they show that I am using only a little over a half gigabyte per day as opposed the the claim of CWW that I use over 2 gigabytes per day. I use the Internet for browsing, research, bill payng, etc. I do not game or download videos or music, etc. It is impossible for me to be using 40 - 60 gigabytes per month as CWW claims. Each time I purchased more gigabyes, I was charged for more overages. I want to discontinue the service, but CWW will charge me for early termination. This a a complete rip-off.

Review: I am trying to use this phone for emergency and business. The service is horrible in most of the service area. I have tried several times to get things resolved but with no real improvement. Carolina west has mad a few attempts to try and help but no improvements what so ever. We have checked phones and I have tracked bad service areas and all they can say is sorry sir. I made the request to cut my bill because I only get about 30 to 40% coverage but all I get is sorry sir. Carolina west advertise everyday loud and clear and that's a joke. Carolina west should not be allowed to miss represent there service problems and cheat everyone with there terrible phone service. I hope this complaint helps get things going in a right direction. I am in the process of starting a petition to get carolina west to improve there service.Desired Settlement: Would really like better service. Two deduct bill according to lack of service.

Business

Response:

To Whom it May Concern,We spoke with Mr. [redacted] on August 19, 2015 about the issues he has reported. We are making changes in the area that he lives during the coming months that will have a positive impact on service in that area. We have did offer a monetary credit to Mr. [redacted] for the issues he has been having which he did accept. He felt that we did show we were making efforts to improve the issues he is having. Based on this information we feel this issues should be considered resolved and closed at this time. Please contact me directly with any concerns.

Labour Day, 2015 Monday around noon, went upgrade my phone after 2 years because it was not functioning well. I new it had been 2 years but as it turned out I had a week left on my contract.

The store was 30 miles from home so I called and they were open. When I got to the store the Sales rep. was informative and helped me select a phone and was going to sign up for a new contract. Sales lady called her boss to see if I could upgrade a week early and was told no, I would have to return the next day and he would do it. We told the sales lady that it was 60 miles round trip but she said her manager said no. This meant I would have to travel 60 miles twice for a total of 120 miles , loose time from work if I came back the next day. I will find a new carrier. Unbelievable, manager must have been on a power trip. This is how business is handled at Carolina West Wireless , sometimes they don't even want your business.

Mark

Review: I have been dealing with issues with this company for over a year and half with no resolution. My service continuously drops calls in full service areas. People will call me and it will ring twice and go to voicemail with no missed calls in full service areas. It has taken days and even weeks to receive text messages and voicemail notifications. I can not send picture messages to other wireless providers unless it's specifically carolina west customers. The internet does not work 99% of the time even with full service and wifi. I have contacted the provider several times with different excuses of why I am having issues. They have told me it is my phone although i've bought 3 phones to help rectify the situation. When this did not work they said it was a tower down, the tower has been down for over a year? No one will help with my problems and I am tired of paying for a service I am not receiving. This company has not held up their end of the contract. I do not believe they have the software or capabilities to have smart phones through their company. My telephone number for this account is ###-###-####. My date of birth is [redacted] and the pin # to this account is [redacted].Desired Settlement: I want my contract to be voided (expires 11/2013) so that I can get service that actually works

Business

Response:

Customer contacted Carolina West Wireless on 3/12/2013 to inquire on upgrading to a new contract and getting a new phone. Customer was informed that they were not eligible for an upgrade at that time. Based on customer stating they were having issues with current phone we approved for an early upgrade at two year pricing but let customer know they would not be eligible for rebates due to early upgrade being allowed. This was not satisfactory to customer and they chose not to upgrade. On 5/14/2013 customer called back in to inquire about disconnecting service without paying an Early Termination Fee based on issues customer stating having with phone. The customer was offered an early upgrade at two year pricing in March of 2013 and customer declined. Customer also only previosuly reported an issue with SMS on 1/03/2013 and when contacted back by CWW was not available for troubleshooting. The customer stated they would call back if having anymore issues and the next call we get from the customer is on 3/12/2013 inquiring on an early upgrade. Disconnection was only an option for the customer when told they could upgrade early but not with our current promotional rebates. Carolina West Wireless feels that this was offering the customer a solution to issue they were having and customer declined. Based on this information we feel the issue to be closed. Please feel free to contact me directly with any concerns.

Review: We have had service with Carolina West for almost 4 years. None of our phones (3 phones) work in our own home yet when we have friends that come over with Verizon cellular service, those phones always work. Also I need my phone for patient home care and many times I lose service in different places of Watauga, Ashe, & Avery counties. I cannot use my hotspot, which I pay for, in Charlotte, NC, a large city, as Carolina West does not provide this service in Charlotte. I do a lot of home visits in more than 10 counties and need my hotspot to do paperwork via electronic medical record. I cannot document any other way. Even in counties where Carolina West insists I can use the Hotspot (Caldwell county) I have trouble with the internet and therefore I cannot use the hotspot.Desired Settlement: I spoke with someone at Carolina West and asked for the hotspot to work in all NC. I was told this cannot be done. I asked for our phones to work in our own home...did not get a response.In this case I need to switch to Verizon gor nstionwide hotspot and service in my own home and my patients' homes. I was told there would be a $400 cancelation fee. I asked for this fee not to be charged to me because if Carolina West provided me with proper, Verizon like service, I would not switch.I wou

Business

Response:

To Whom it May Concern,In reviewing Mrs. [redacted]'s account notes we have record that on February 23, 2015 she was informed that the Hotspot feature only works in our 10 county local area. The Hotspot feature is an add on feature to her existing phone that the customer requests to pay for. We can remove the Hotspot Local Feature at any time if its not meeting the needs of the customer. As Mrs. [redacted] stated in her complaint she has been a customer with Carolina West Wireless for over four years. We have researched the service at her home address as recently as late January of 2015 and found that the service at the address she provided would be marginal. We are constantly looking at ways to better our service for our customers and we are tracking this reported address for future consideration when making optimization changes to our network. The service at this address has not gotten worse over the span of the customers tenure with Carolina West Wireless so I'm not fully understanding the request to allow waiving of early termination fees for service that is the same or better than the past at this address. Added that Mrs. [redacted] has entered into multiple two year contract terms with Carolina West Wireless in the past shows that she was happy with the service she is receiving. We did attempt to contact Mrs. [redacted] in reference to the Hotspot Local only feature and during the discussion she demanded to be let out of her contracts and when we advised that we would not be waiving the fees the customer ended the call. Based on the fact that the Hotspot feature is a feature the customer requested and can be removed so she is no longer charged and the fact that service at her home address has been the same for years we feel this issue should be considered resolved. In all contracts Carolina West Wireless allows the customers 14 days to return devices purchased and contract terms will be released for issues such as coverage. The customer has signed multiple contracts with Carolina West Wireless and didn't exercise the 14 day return policy. If having any questions please contact me directly.

Review: bought phone 7/31/15, worked fine, ran over it with lawn mower, was not asking for warranty just wanted buy phone out right, cww said I had 2 options cancell contract pay $500 or buy used cell phone threw there company well I didnt buy used one with contract why do I have to now, bullcrap, just wanted purchase phone at my costDesired Settlement: just want buy another phone not contract or USED PHONE GEEEEZZZZZ

Business

Response:

To Whom it May Concern,Mr. [redacted] was given two options for a phone replacement when he visited one of our retail locations on August 24, 2015. To utilize our "Get Smart" upgrade program or to activate a customer owned phone. Mr. [redacted] did reach out to our Customer Service Department through our website "Contact Us" page on August 24, 2015 after his visit to the retail location. Mr. [redacted] was asking to be sold a phone at retail pricing. At that time we did respond to his email and let Mr. [redacted] know that we would sell him a handset at retail price so he could replace the one he damaged. Our records show that Mr. [redacted] did activate a customer owned phone later in the day on August 24, 2015. Based on the fact we have offered and will sell Mr. [redacted] a device at retail price we feel this issue should be considered closed. Please contact me directly for any concerns.