Cellular 911

Review: Name: [redacted] Address: [redacted] Great Falls MT 59401 Company name; Cellular One Address: [redacted]

Review: I took my Iphone 6 in for repair. They said they were going to send it to apple and it would take a month to come back. Well a month went by and I went in to get my phone. They keep being really rude to me and telling me its not there. I went in several times in the next couple weeks and still no phone and no refund. I finally had to resort to calling the police. They took down documentation of what happened and that they were called. They advised me that it wasn't a criminal act and I needed to handle it civil. The owner of cellular 911 told us to come back in a week to get our phone and a complete refund. We went in today to get it and he threw some broken phone, that's not even mine, at us and told us to get the hell out of his store. He also did not refund us the money. I used my federal ssi card for the charge. We have the original imei number documented. We are not the first person he's done this too. We were made privy to the fact that the police have been there several times for the same reason with other customers when we called them a second time. I have called the news and I am also gathering all the other disgruntled customers and possible starting a class action law suit.Desired Settlement: I want a full refund to my card in the amount of $162.90 and also I want my original phone returned in the same condition. Plus a stipend for my time and distress.

Review: My daughter visited Cellular 911 on July 31, 2014 to purchase a replacement screen for an HTC One M8 phone. She was told the part needed to be ordered and it would take about two weeks for the business to receive the part. She paid the price Cellular 911 quoted for the cost of the part and installation ($194.94 total). She called back two-three weeks later and was told they forgot to order the part and they would call when it arrived. She visited the store (140 miles round trip) on September 13, 2014 and the part was not in. Meanwhile, she contacted HTC manufacturer to have her phone repaired. On November 5, 2014 she visited the store to ask for a refund of the $194.94 and was told by manager "[redacted]" that the part had arrived a week before and they had called her (no phone call was received from the business throughout the entire transaction, all contact was initiated by us). My daughter was told that since it had been more than 30 days since the original purchase on July 31, and that she had broken the "contract" that she signed by going through HTC manufacturer for screen replacement, no refund would be issued (although the part had arrived much later than 30 days from the date of purchase). The manager was very rude and told my daughter that she was welcome to take the part and that was all he would do for her. I called the business later that day and spoke to [redacted] and was told that they had misquoted the cost of the part and that my daughter would not receive a refund for the cost of labor that was prepaid because the cost of the part was more than the $194.94(although the "misquote" was the business's mistake). Nothing about a "breach of contract" until I brought it up. I requested a refund of the cost of labor, no luck. [redacted] became very agitated and threatened to hang up on me so I ended the call. I called back minutes later to request a copy of the "contract" that my daughter signed and was told to "never call his business again" and was hung up on. Mr. [redacted] seems to have anger issues.Desired Settlement: I would like to return the unopened/unused part and receive a refund in the amount of $194.94. If this is not possible, I would like documentation of the price that was paid by Cellular 911 for the part and a full refund of the installation charge, as no services were rendered. I priced the part and it sells for $25-$95. Thank you

Business

Response:

Full OEM LCD Digitizer Assembly is what was purchased for installation. Cost of part only no labor included $240, labor would be an additional $40. So yes this was a misquote. We lost money to attempt to keep you happy. At this time it is clear you are not. Stated in the contract there are no refunds on "Special Order's". No exception's. We understand your frustration. We will offer the repair still, or in store credit returning the part to the store, As stated per contract. On special order's our manufacturer does not refund us so in turn we cannot offer refund's unless they cannot supply us with what was ordred. We understand you opted for your insurance during the wait. We apologize the technician "[redacted]" was unavailable for an extended period due to a family emergency. Let us know what you decide.

Review: CellularONE is dishonest, lies to their customers, and is hostile when complaints are filed. They flat out lied to me and continue to overcharge me on a monthly basis. I was promised a very low monthly rate in the store. When my bill came in over double that for several months, I tried to get it straightened out. They lowered my bill a small amount, but wouldn't refund me for the months that I was overcharged, it was my mistake for not catching their theft. After fighting with them for weeks, they split the difference of what they overcharged, and promised that my rate would remain at its current rate, still $10 per month OVER what I was promised in the store! Did it stay the same? Nope! Every consecutive month since, my bill has INCREASED by $10 per month! I've never dealt with more hostile and overtly dishonest service in my life.Desired Settlement: I would have left this thieving, dishonest company long ago if only I wouldn't be charged an obscene Early Termination Fee. The only way this company can resolve this complaint is by cancelling my contract and allowing me to leave without charging an ETF.

Business

Response:

This is in response to the complaint received from your office on behalf of Mr. [redacted] in which he states that Cellular One has been dishonest with him and is overcharging him on his monthly bills. Mr. [redacted] states that he has tried to work with Cellular One but the issue persists. Mr. [redacted] also stated that he would like to be let out of his contract with no early termination fee due to the inconvenience. After reviewing Mr. [redacted]’s account we show that Mr. [redacted] used to have two lines with Cellular One and his invoices were constant and similar in price every month. Mr. [redacted]’s invoices began to increase after 3/04/13 when he added another line to his account and changed his rate plan to a plan that better suits all three of his lines. Mr. [redacted]’s monthly invoices should reflect an amount of about $140.00 before taxes. Our Care Plus department had already spoken to Mr. [redacted] prior to receiving this complaint. Mr. [redacted] had the same concerns and he agreed to keep the service after Cellular One agreed to give Mr. [redacted] a recurring credit of $10 off per line for six months which would equal to a total credit of $180 in a span of 6 months. Cellular One even went as far to credit Mr. [redacted]’s account an extra $100 for the pro-rated charges on the account after he made the rate plan changes for his phone lines. At this point Cellular One will not waive the early termination fees on Mr. [redacted]’s account if he chooses to cancel his service prematurely due to the fact that Cellular One has worked with Mr. [redacted] and have addressed all of his concerns. If Mr. [redacted] would like to discuss these issues any further, he can do so by contacting our Care Plus department at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9652166, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

At the time I added a third line onto my account, I was guaranteed a rate of $100 per month, or less, for all three lines, by Heather, a salesperson in the store. That was why I agreed to a third line. That was confirmed 5 times, and by a second witness. Cellular One refuses to honor the price guaranteed to me by their own sales rep. They have taken the steps outlined in their email, and my monthly bill has been lowered, but still remains at over $125 per month, $25 per month over my guaranteed rate, and the $100 credit I received was approximately $80 short of covering the amount of over-charging from previous months before I caught their theft. The sales rep obviously made a mistake in quoting me such a low price, but I, their customer, should not have to pay for their mistake to the tune of hundreds of dollars every year. That's completely dishonest and immoral.

Business

Response:

This is in response to the complaint received from your office on behalf of Mr. [redacted] in which he states that Cellular One has been dishonest with him and is overcharging him on his monthly bills. Mr. [redacted] states that he has tried to work with Cellular One but the issue persists. Mr. [redacted] also stated that he would like to be let out of his contract with no early termination fee due to the inconvenience. After reviewing all of the information, Cellular One still stands by its initial response. However, Cellular One is willing to extend the $10 credit we gave Mr. [redacted] for 6 months to as long as he has his account with Cellular. That would be a $10 credit for the life of the account. If Mr. [redacted] finds this offer acceptable he can contact any of our Care Plus representatives at ###-###-####

Review: On 08-05-15, I delivered an Iphone 5s for repairs. I was advised that the phone would be ready for pick-up the following day. I also sold an Iphone 6 to the store owner "Joe" who provided me with a receipt, indicating that once my Iphone 5s was repaired and ready for pick-up, that I would also receive payment for the sold Iphone 6. I currently have a copy of the receipt/contract provided by Joe on 08-05-15. As of 09-04-15, Joe had refused to repair my Iphone 5s or return it to me along with my owed money from the sold Iphone 6 or the phone itself. I have visited the store on a number of occasions and have even spoken to Joe over the phone. I'm asking for assistance in recovering my property as I feel that Joe is depriving me of them.Desired Settlement: I would like either the job finished as promised and my Iphone 5s returned. I'm also requesting that the store pay me for the Iphone 6 sold to the store on 08-05-15. The Iphone 6 was sold for $300 dollars. The repairs for the Iphone 5s were estimated at $108.+. The receipt/contact states that the Iphone 5s would be fixed and that I would receive $200 dollars at time of pick-up which is the difference from the sold Iphone 6.