Viaero Wireless

Complaint: [redacted]
I am rejecting this response because:Why don't they check their inbox for my complaints: [email protected]?My Account # is [redacted]Sincerely,[redacted]

We have reviewed Ms. [redacted] account.  The final invoice was prorated causing overages. A credit has been posted to her account, leaving a final balance due of $310.54.  We apologize for any inconvenience.

[redacted]
The customer did establish an account with us in December, 2014, also she...

upgraded her data plan to 4MBps.  In March she did call in requesting assistance with her [redacted], and asking to cancel her data plan.  We advised her if she cancelled the data plan, there would be Early Termination Fees.  On March 14, the customer called in and cancelled her data plan and was made aware of the $200 early termination fee.  On March 28, the customer called back to make long term payment arrangements, she agreed to paying an additional $67 on the 10th of each month, until June, 2015 to pay off the ETF owed.  April 1, 2015 the customer called in complaining about slow internet speeds and requesting a change in payment arrangements from the 10th to the 15th.  The payment arrangements were modified as requested.  **This was the first time we were made aware of any issues she was experiencing regarding data speeds.  She had already cancelled her data package, we had no chance to troubleshoot any possible issue she was having.** We do not feel the customer’s complaint is valid, as we worked with her on several issues when requested. Regards, [redacted]                                                   
[redacted]

My experience is with the Viaero Wireless store located in Ogallala, NE.
Never in my life have I seen my own mother walk out of a store crying until we went to this phone store. I had heard from friends in Ogallala to not go into this particular location; unfortunately, we did. What we saw was this: the employees do not pay attention to you instead, they text on their cell phones and gossip with each other, completely ignoring you. When you finally can get one of them to speak with you, you are met with eye rolling and greeted with a stern "what do you want?"
My mother, who had gone to the Julesburg, CO store one day before to get a new phone set up and had come to this closer location to have an issue resolved. The issue being that the sim card had broken when it was shoved into the slot incorrectly, making the phone useless. She told an employee at the Ogallala store, whose name was Penny, what had happened. That she took the back of the phone off to see why it wasn't working and saw that the sim card was broken. Penny then laughed at her and said "well, you just admitted to me that you took the back of the phone off, making you responsible for the damages." Although my mother had left the store with a broken phone, Penny was blaming her for the problem so she didn't have to deal with her a costumer. My mother told her that she hadn't touched the sim card, it was cracked and fell out, but Penny called her a liar. She said she was trying to manipulate her way out of a problem that she created. Knowing she wouldn't get anywhere with this woman, we turned to leave. Right as we were walking out of the door, we heard Penny loudly say "[redacted]", then continued to laugh at us with her friends.
My mother went back to the Julesburg viaero store, the one that originally broke the phone. She explained what had happened and the woman named Natalie said she would fix the issue with no problem because she was at fault. Then the store phone rings and it was Penny, telling Natalie that my mother came into the store with a broken phone and to not believe a word she says. Natalie believed Penny and charged my mother $100 for a brand new phone that was the same exact model of the broken one, which only retails for $40 and was bought just 24 hours ago.
I tried calling the Ogallala store to speak with Penny's boss and tell her about my experience but whenever I called they knew who I was and refused to let me speak to anyone in the store. I called multiple times and each time Penny was the one who answered, I first asked to speak with the manager and her response was "I am the [redacted] manager." I then asked what her boss's number was and she refused to give it to me.
That was the first and last experience I have had with the Ogallala, NE viaero store. I cannot believe employees are allowed to act this way. It was completely ignorant, disgusting, and unacceptable. Something needs to be done about this because it has been going on for years and the complaints are not taken seriously by the owners.

We have reviewed the notes on Mr. [redacted]’s account, and apologize for our mistake in thinking he had passed away.   Mr. [redacted] did purchase the home internet unit on July 16, 2014 in the amount of $53.49, he purchased the 8MB monthly usage package for $69.95 plus taxes.  Mr. [redacted]...

reported problems with his unit on July 22 and then returned the unit on July 23, within our Love It or Leave It time frame of use.  (Our Love It or Leave It policy states we will refund the equipment charges, but the customer is responsible for usage charges during the time of service). We did immediately post a credit for the initial purchase of equipment $53.49 and canceled his service agreement with Viaero.  However, the customer did use data in the amount of $51.90 plus $6.99 in taxes, a total of $58.89, the credit which was posted for the unit return was applied to this balance, and due to our mistake of thinking the customer had passed away we also credited the remaining balance of $5.40 ( the remaining balance for use during the time the customer used our service).

Complaint: [redacted]
I am rejecting this response because: I submitted a final & firm resolution this morning Nov. 4, 2015
Regards,
[redacted]

from: '[redacted]' via Dispute Resolution...

<[email protected]>reply-to: [redacted] <[redacted]>to: "[email protected]" <[email protected]>date: Wed, Nov 4, 2015 at 4:52 AMsubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] 
[redacted]
[redacted]I was contacted by a Viaero Rep on Nov. 3, 2015, in regard to this complaint. She offered me 5 months of free service to compensate for my loss of income and travel expenses. I agreed that would be fine. However, she then stated that to offer this 5 months of service that it would have to be manually entered into the system each month by a supervisor. I immediately questioned this, as the extreme level of incompetence I have experienced in the past with Viaero. I do not feel comfortable nor confident with the fact, that my service is dependent upon a person remembering to enter this into the system. This is setting the stage for another disconnect. I already can see how this will play out. Viaero will disconnect my service AGAIN, and then offer an apology because the person responsible for this task, was ill, on vacation, no longer employed with the company, etc. History will repeat itself with this offer, and then we are back with the same issue. Viaero still has not offered any means of compensation, for the fact that they wrongfully and illegally disconnected my service, in the first place. This is my final and firm offer to settle this: I will accept a full refund of my service beginning 04/14/2015 thru 11/30/2015, with this to be paid immediately. This is due to my constant monthly issues with Customer Service. The notes on my account reflect the constant and ongoing issues with my account. I will accept a new (not refurbished) [redacted] cell phone with express delivery, for the fact that they wrongfully and illegally disconnected my service.  As for, the 5 months of service already offered, I will only accept that, if there is a compensation offer made in advance, in the event that my service is wrongfully disconnected in the future. If there is no advance compensation agreement to guarantee my service attached to this 5 month offer, than I would accept a payment immediately on this offer. Viaero needs to realize that customers are their business and that all their excuses, incompetency, gross negligence in account management and  ongoing apologies are unethical. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Why don't they check their inbox for my complaints: [email protected]?
My Account # is [redacted]
Sincerely,
[redacted]

[redacted]
We have reviewed Mr. [redacted]’s complaint, conducted an...

investigation and prepared the following response.
 
Mr. [redacted] began service with Viaero on 9/4/13 the first call to our Customer Care Department was January, 2014, at that time we suggested make a warranty claim provided there was not any physical or liquid damage to the phone(s).  We did not hear from him again until June, 2014, we were in the process of opening a Trouble Ticket and the call was disconnected.  In July Mr. [redacted] called reporting problems and we opened a Trouble Ticket, and asked him for samples of dropped calls and text or picture messages, this information was not provided at this time.  In August Mr. [redacted] wanted to make a warranty claim on both of his iPhone 4S’s – We could not complete this request as one phone had a crack in the upper left corner and both lower corners of the screen.  The second phone had a chip in the upper left hand corner of the screen.  We could not honor a warranty at this time because each phone had physical damage.  We did troubleshoot the software, and attempted several fixes for the MMS messaging, we were not able to resolve the issues.  In September we opened a Trouble Ticket with samples of dropped calls, mms issues and the 2nd line going directly to voicemail.  At this point Mr. [redacted] requested to be let out of his contract if the issues could not be resolved.  A few days later Mr. [redacted] called back complaining  his service was horrible and requested to be released from his contract.  (We had not had enough time to investigate and determine the issues reported on the Trouble Ticket)  We did come to a compromise, we would waive the Early Termination Fees if Mr. [redacted] would return the phones, knowing they had physical damage.  The phones were received by Viaero on October 2, 2014.
 
Viaero attempted to correct issues reported by the customer in a timely fashion and made exceptions to the contract signed by Mr. [redacted], waiving the Early Termination Fees, even though the phones had physical damage.
 
Thank you for your time, 
 
[redacted]                                                   
[redacted]                                                              
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted] please provide your account number regarding this issue.
Thank you, 
Revdex.comPlease reference the attached documentation containing the consumer's account information as requested.

[redacted]Mr. [redacted],My [redacted] was successfully paid off as of August 2015. My records confirmed as well as the store location that sold me the phone. They offered an upgrade on my old phone which is not offered without having the phone paid In full. This is when Viaero was notified that I would be moving out of state , yet still attempts to say that they were never notified that I was moving out of the service area. Viaero constantly attempts to find ILLEGAL methods to nickel and dime their customers in order to increase profit. I.e. they raised their taxes 7 times working a two year contract and ended up charging an extra 30 dollars per month toward the end of our contract, after paying my monthly bill at the local branch, my service was disconnected with an explanation of ,"our records don't indicate payment was ever made prior to disconnect" then an extra reconnect fee was charged. I had to get proof from my bank of payment made for several occasions because they refused to contact the local branch store to confirm.  I pray this company is stopped before they get any worse. They will be reported to the Federal Trade Commission as well for fraud after this last straw. Thank you for your assistance in saving the publics money on this crooked company.

[redacted]
I am writing to let you know that my complaint against Viaero Wireless has been resolved quite some...

time ago. This is my third attempt to get this matter closed. Thank you, [redacted]

Response Revdex.com Complaint #[redacted]The customer had been sent bill shock notifications regarding his...

account. We had talked to thecustomer and offered a courtesy credit if they would change their plan to the UnlimitedEverything Plan to cover the data used, the customer declined this offer. Which meant theyremained on their original plan, and it included the overages for data use by the customer.