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Flex Wireless

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Flex Wireless Reviews (1)

Initial Business Response /* (1000, 8, 2015/06/02) */
Prior to October 31 the customer came into our store to see if we had any Samsung Galaxy Note 3's for sale. We informed him that because we are just a prepaid store we are not given access to the higher end phones, but we would be able to ask...

some of our other wholesalers to see if they had any available. We were able to purchase the phone he requested. On October 31, 2014 the customer returned, paid the remaining balance and left. On May 6, 2015 the customer returned and showed the manager the phone, which had a Rent A Center lock screen on it. The manager contacted Rent A Center and she was informed that the IMEI of the phone did not show up in their records and that her information would be forwarded to the area manager so that he could investigate further. The manager then gave the customer a loaner phone. Since in store we only have new phones, he was given a new Nokia as a loaner. The customer wanted to make sure that any and all photos that were on his original phone would be transferred to the new phone. We took the phone to the local Rent A Center location and had them transfer all the data to a memory card. Because the phone showed up as property of Rent A Center, we had to leave the phone with them. We were told that in the event that this was a mistake we would be contacted to pick up the phone and give it back to the customer. We were never told that the phone was "stolen" nor did we ever confirm that with the customer. We were told if it had the logo on the screen like it did, that the phone "could be considered lost by Rent A Center". The next day on May 7, 2015 the owner dropped off a brand new Samsung Galaxy Note 3 white in color for the customer. When he came to pick up the phone it was explained to him that our vendors did not have any T-Mobile branded Note 3's, so we purchased an AT&T unlocked Note 3. The manager explained that having an unlocked phone holds a higher value than a standard locked one because in the event that they ever wanted to switch companies, they are able to use their own phone. When the customer picked up the AT&T phone he never stated that he was unhappy with the phone, and thought the unlocked phone was "cool". The manager installed all the proper 4G settings on the phone, tested the phone, both for internet and call settings, as well as the customer did too, he was satisfied and took the phone. The customer gave us back the loaner phone, which had a hairline crack in the screen, and took the new phone. The customer never said he was unhappy or that he didn't want the phone. It was about 2 hours later that he called and said his wife was not happy with the phone. He said that she was worried that their insurance would not cover the phone since it was not T-Mobile branded. We informed him that we had already contacted their insurance to verify that the phone would be covered and the insurance confirmed that they would cover it without any problems. The customer asked if he could have the contact information of the owner, which the manager gave to him, and he continued to contact the owner. The owner informed him of the insurance verification and after the customer stated again that his wife was not happy with the phone the owner asked for a few days to try and find a T-Mobile branded Note 3. Due to the fact that our vendors do not have any Note 3's in stock, we had to find another vendor, apply to the vendor, wait to be approved and then purchase 2 Note 3's for the customer to choose from. During the waiting period the manager and the owner kept in contact with the customers, updating them as not to leave them wondering what was going on. On May 19, 2015 the customers came back to pick up the new phone. We were able to purchase 2 Note 3's one in black and one in white, both being T-Mobile branded. The wife initially chose the black Note 3. The employee inserted her sim card into the phone and it registered on the T-Mobile network, but was having issues picking up the 4G signal. The employee called T-Mobile to troubleshoot the issue, and the employee was able to verify that the phone was a authorized T-Mobile branded Note 3. Because the phone was not picking up the correct internet signal the employee offered the other one, the white one, to the customer but they were unsure. The male customer walked outside and the female customer was asking questions regarding the white one. She was considering taking the white one. She began asking how much money we have in the store because they wanted their money back. The employee informed them that we do not have that amount of money in store, and that it was up to the owner to refund if he was going to at all. The customers said that they were going to take the AT&T phone with them, and the employee asked if they were getting the 4G internet signal on that one and they confirmed they were. They stated there was nothing wrong with the AT&T phone, just that for their comfort they wanted the T-Mobile branded one. The female customer said she didn't know what she wanted to do, so she called her mom in store, and the mom suggested that she take the AT&T phone and leave the others. The customers then left. The customer called the Simply Prepaid location back and spoke to the manager [redacted]. She informed them that she doesn't issue refunds, and that its up to the owner to issue them. He stated that he wanted a full refund and she informed him that even in the event that a refund was issued, that it wouldn't be a full refund. The original purchase date was 8 months prior and only a full refund would have been issued in a 30 day period. It was explained to them that the amount they are asking for is for the value of a brand new phone, and not the value of a 8 month old phone. She understood that it was a unique situation and "understands why they would want their money back, and she probably would too but in this situation its tricky considering the time frame and the fact that they had to surrender the phone to Rent A Center". She also explained to them that we do not buy phones from T-Mobile, but rather T-Mobile authorized vendors. We explained that numerous times and he was welcome to verify that. We purchased 3 Note 3's for the customer, and yes, one did not pick up 4G signal, but they still had 2 to choose from. We did exactly what the customer requested, and even went to Rent A Center to have the information transferred so that they wouldn't lose any of the photos or information that they wanted. The customer was saying that if he had put the phone through insurance that they probably would have given him an upgrade to the Note 4 or the S5 and we should do the same. We explained that we are trying to make him whole again, not give him upgrades for free. We will not be able to issue a refund due to the fact that we had no knowledge of the phone being issued from Rent A Center, there were no indications, markings, software, or stickers to tell us that when we purchased the phone. We were told when we purchased the phone that it was a brand new T-Mobile branded phone. We purchased that phone, then 8 months later had to surrender the phone to Rent A Center. Plus we have purchased 3 additional Note 3's for the customer, one of which they still have. Throughout the process we have been speaking with the husband, [redacted], who had taken the AT&T phone, inspected it, and left with it, and only heard about the other customer, [redacted], once he called and said his wife didnt want the phone. We have only spoke with him, until recently, and he has accepted the phone, but only returned when his wife said she didnt want it. We have exhausted our efforts to help the customers, and if they choose to not take one of the phones purchased for them, there is not anymore that we can do considering they still have a brand new phone from us.
Initial Consumer Rebuttal /* (4200, 14, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they are not offering any resolution, the phone did come up stolen from a rent a center store that's why it had to be given to rent a center and I don't have the phone now, I imagine the phone would not show up stolen now since it was returned to rent a center by the owner of flex wireless and since his story wasn't making sense to me I called the local rent a center in corona ca where the phone had to be surrendered and the manager told me someone went in and financed the phone then turned around and sold it to the owner of flex wireless for some quick cash and stopped paying their monthly payment to rent a center and the flex wireless or simply prepaid sold me the phone and and when rent a center realized the phone hadn't been paid for they locked it. rent a center has a lock installed on all the phones they sell so if someone stops paying they can lock them but a lot of people don't know about it. you cant tell that the software is on the phone. When I bought the phone it had a box and looked brand new and I was told it was a brand new t mobile phone. the manager at rent a center told me to try and file a police report because simply prepaid sold me a stolen phone, I did try to do that but I was told it was a civil matter, I would like to settle this out of court but if this issue is not resolved soon I will have to seek legal action against [redacted] Wong owner of flex wireless and simple prepaid. I have proof of everything and all the documentation.
Final Consumer Response /* (4200, 22, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You ignore the request to provide proof of anything. You have not tried to do anything to help me recover any of my money. I do not want any replacement phone I requested my money back from the start of this and you refused.
Final Business Response /* (4000, 24, 2015/06/19) */
We have exhausted our efforts to comply with any and all requests. There is nothing more we can do at this time.

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Address: 3790 Arlington Ave Ste A, Riverside, California, United States, 92506-2619

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