Complaints

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went yesterday to upgrade my phone and the representative on ************ at ********* told that I can trade my iPhone 8 for and iPhone 14. I will receive a credit of 600 dollars for my iPhone 8 with a remaining balance of 130 because of the cost of the iPhone 14 (total cost $730) and a free ******* Tablet. As a result of that, they will add about 5 or 10 dollars extra to our original plan $130, so our monthly payment will be between 140 or 145 monthly, Today we received a text from ******** thanking us for the additional line to our plan. I called to customer care and they explain that additional line has been added to our initial plan and we need to pay 20 dollars monthly plus to our plan. When I came back to the store, the representative wasnt there. The store manager (******) explained to us that ******** can still not see the plan and he couldnt even confirm with us the 600 credit back that was offered to me yesterday for the representative. He said that for the first 2 billing cycles we will pay about 160 dollars and if we continue receiving that, Then they will fix that. However, now I cant believe that will happen anymore. First because an information has been hidden to us, the store manager didnt want to write the credit that has been offered to us, so we probably ending paying way more, and after reading the complaints here I even more scared than before. I bought yesterday a case for my new iPhone 14 and a screen protection. I paid for data transfer and activation of the tablet, both cost me about $ 200. Today, I wanted to return the devices and the manager said that I have to pay extra $110 for the returns. So, at the end I will ending paying $310 and not phones. Finally, if I want to activate my iphone 8 and transfer the data, again, I will have to pay again. What kind of people do that? What kind of business are you running? I really dont know what to believe or to do with your company anymore.

  Business response

  07/15/2024

  Thank you for bringing this to our attention. This incident was sent to the upper management of that region. Management has contacted the customer and the customer was invited to the store to complete the transaction for the resolution. Thank you for contacting Arch Telecom, a ******** Retailer. 

   

  Kindest Regards,
  
  *****************
  Corporate Customer Experience Manager
  ****************************** Opt 1
  *******************************
  archtelecom.net
  *******************************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Arch Telecom LLC ********** to add a phone line for my daughter on to our plan on Feb 6, 2024. I was waited on by ****** who as a ******** representative stated I have a very old plan and that updating my plan would be less expensive and suitable for the amount of lines that we have. I was told my bill would go from $324 per month to $305. I received my first bill in March 2024 with the new plan, my bill was $415.23 when I went back to store on March 9, 2024 I spoke again to ****** who looked at my bill and said it was from changing plans mid month next bill should be correct. I paid the bill upon explanation. I received my ***** 2024 bill and it was $451.06 went back to the store on ***** 3 to question bill. Spoke to store manager ****** who said ******* no longer works there and that I would need to show proof of what he said I would be paying, which was never provided to me in writing. I left and went to the neighboring ******** store to see if they could help. They informed that I was fine in the plan I was in and suspected it was a commission based reason to bump me into this plan. They moved me back to old plan however I am still trying to get a refund for ***** overcharge that should have never been there in first place if they were not using deceptive practices with long time customers. I am not asking for March refund. I have been told twice now by ****** (store manager) that only ****** (district manager) can authorize the refund. I am unable to speak directly to this man nor will he reach out to me. I have no way of escalating my complaint if I cant contact anyone. They will not give any information out for their superiors.

  Business response

  04/12/2024

  Thank you for contacting Arch Telecom, a ******** Retailer. Thats not the experience we want for our customers! Were sorry to hear about your poor experience with the employee at one of our location.

  
  

  On behalf of the ******** Store, I sincerely apologize for the poor experience you incurred. I will be reporting this incident to upper management of that region.

   

  Kindest Regards,

  *****************

   Corporate Customer Experience Manager

  ************** Opt 1
  

  *******************************
  

  archtelecom.net

  ***************************************

  Customer response

  04/12/2024

  I was billed $112 extra in March, 143 extra in April (which I was just refunded by me calling ******** corporate not the store where it occurred).  And ** told I will have one more bill in May at that rate, but I should call corporate again.   No this company deceptively sold me something that wasnt discussed.  When my may payment comes in at the higher rate.  I want the company to refund, I shouldnt have to do their leg work for them.   They put me in something they shouldnt have, they need to make me whole again and back to where I was.  

  Business response

  04/16/2024

  Thank you for contacting Arch Telecom, a ******** Retailer. A manager in that region spoke to the customer regarding a resolution. I processed the credit on your account. A credit of $213.00 was applied on 04/16/2024. We would like to thank you for your time and patience. The District Manager also contact the customer and left a voice message. 
  
  I sincerely apologize for the inconvenience you incurred. 

   

  Kindest Regards,
  

  *****************
  Corporate Customer Experience Manager
  ************** Opt 1
  *******************************
  archtelecom.net
  *******************************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in *******. My Sons live in *******. We spend much time there with family and babysitting. My carrier in ****** does not have a **/****** plan as there are no 3 G towers to use in the **, so I bought a basic plan in ******* at ********* I also spend 2 months in ******* last year(2023) I bought the ***** ** ****** plan in *********** to use for 2 months. I last updated my Sim Card on February 7th 2024 on ************************ in *******. It was to expire on March 7th. I arrived *********** on March 3rd.. My Sister is sick in ****** so I decided to get the **/****** Plan 3 days early so I could call her.I went to the ******** I used last year on *********************.I was told by Rep ****** that ******** no longer had the ***** ******/** plan. I could pay my monthly fee of ***** and then update for **/CAN plan for and additional *****. I agreed to do this and paid CTLDC0TMH40158 /CTLDC0TS740500.When I got home, my phone didn't work calling ******.. He said it could take 2 hours. I called 611 that evening and was rebuked and advised that ******** would 'shoulder' the ***** cost of the international plan but I had to pay an additional ***** +taxes for the ** ****** plan???? I was transferred to a 'Supervisor' and she told me the same thing. I explained very simply. ******** made a mistake, sold me the wrong merchandise and I wanted to return it, get my money back and then buy the correct pkg. She said they couldn't do that and repeated my only option was to pay again but that it would expire on March 7th. I told her that was stupid and made not sense. She hung up on me. I went on the 4th-met **** the manager and he said I needed to pay and additional 30$ CTLDB0NK035316. My phone worked! Then I got a text on the 7th saying my plan had been suspended (expired) I still couldn't use my phone. On March 7th I paid an additional 30$ to get me to April 7th CDLD80O2T07116. A total of 96$ for 1 month of service. Something is very, very wrong.

  Business response

  03/12/2024

  Hello,
  
  Thank you for contacting Arch Telecom, a ******** Retailer. Were sorry to hear about your poor experience. Arch Telecom does not have access to refund prepaid accounts. I submitted a request to ******** the Service provider. 

  Kindest Regards,
  
  *****************
  Corporate Customer Experience Manager
  ****************************** Opt 1
  *******************************
  archtelecom.net
  ***************************************************
  
  LEGAL NOTICE: Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorized. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorized and may be unlawful. If you are not an addressee, please inform the sender immediately and delete all copies of this message.
  
  

  
  

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally came in to the business to get two lines with new phones and my bill was originally supposed to be 80 a month, but the representative told me I had to get all of these tablets and internet that I did not want but he told me that it was free and I dont have to pay anything monthly. However when it came to pay my bill it came out to $309 and now they wont undo what they added to my account and told me to go to the ************* which is a corporate location to undo this mess but its not true. Now Im getting the run around

  Business response

  01/31/2024

  Thank you for contacting Arch Telecom, a ******** Retailer. Thats not the experience we want for our customers. I reported this incident to upper management of that region. The District Manager will be in to take care of this situation.  Once the customer comes in and process the resolution.

  Kindest Regards,
  
  *****************
  Corporate Customer Experience Manager
  ****************************** Opt 1
  *******************************
  archtelecom.net
  ***************************************************
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 25, 2023 I switched my cell/business internet from ******* to Tmobile with promise of deals and monthly service fees which they are not honoring Ive been trying to get this resolved with no luck

  Business response

  11/15/2023

  
  Thank you for contacting Arch Telecom. It was a pleasure speaking to you yesterday. I have already processed the credit on your account.We would like to thank you for your time and patience.
  
  I sincerely apologize for the inconvenience you incurred from one of our stores. We appreciate your business with ********* I will follow up with the *************************** Feel free to give me a call if you have any questions.
  
  Kindest Regards,
  *****************
  Corporate Customer Experience Manager
  ****************************** Opt 1
  *******************************
  archtelecom.net
  ***************************************************
  
  LEGAL NOTICE: Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorized. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorized and may be unlawful. If you are not an addressee, please inform the sender immediately and delete all copies of this message.
  
  

  Customer response

  01/04/2024

  i tried to upload the single pages of the contract dated 8-25-23 for $234 monthly cost also all my one page billing statements as follows: aug-$326.18 sept-$342.11 oct-$373.92 nov-$372.99 dec-$278.07 clearly none of these are remotely close to contracted agreed price or i would have never switched providers. also told 6th line free -i am being charged for, ******* and aaa membership, and $5 autopay discount per line all taxes and fees included this has gone on way too long and tired of sitting on phone for hours trying to resolve this issue

  Business response

  01/04/2024

  Thank you for contacting Arch Telecom. I spoke to **************** today. The December bill did show a charge for $278.07. To recap our conversation, on Monday, December 4,2023 9:27 AM the Monthly recurring charge summary. He agreed and was okay with it being over $9.23.He was upset about the difference for the November bill. I explained to the customer we gave the credit for the difference prior to the November bill being made which is the billing period in arrears 10/26-11/25. $860.58 Credit was provided on 11/14/23. I will not be able to apply this credit until 12/14 for the November bill. A credit of $103.99 was applied on 12/14/23.

  ********'s Rebate Department also approved the rebate. I refer the customer to dial 611 for any questions about the rebate. 

  The December bill is the correct charged as agreed upon on, December 4, 2023. The customer mentioned about new promotion from ********* I advised the customer I cannot make a settlement for ******** as I am from Arch Telecom. I referred the customer to ******** by calling 611 or visiting any ******** store he chooses to go to for any new rate plan agreement. 

  *****************
  Corporate Customer Experience Manager
  ************** Opt 1
  *******************************
  archtelecom.net
  *************************************************
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint concerning Arch Telecom, which operates as a ******** store in **********. I visited the store on 7/19/2023, to upgrade my phone. I was told by the employee working that I could upgrade from an iPhone 11 to an iPhone 12 at no cost with a trade and a new 24-month contract. I signed the contract based on a verbal agreement without reading the terms listed. When I received my Aug bill, I realized I was billed for the phone. The Arch Telecom employee charged my account the full phone price, $629.99, and added insurance at $16.80/month, without my content. On August 18, 2023, I called ******** to have the insurance plan removed. I raised concerns over the device charge and was told a credit would show on the next bill. When I received my Sept bill, I realized I was still charged for the device. I contacted ******** billing and learned they had no record that my iPhone 11 was traded in. It was never logged into their system. The contract I signed in good faith did not list an upgrade discount. I was told I needed to return to the store where I bought my phone to resolve the issue.On 9/12/2023, I called the ******** store, operated by Arch Telecom, where I purchased the device and explained the situation. The employee I spoke with said the entire staff from July had been fired. They had received complaints from other customers about being overcharged. I was told I needed to come to the store to resolve the issue. I spoke with the store manager, who said he would file an escalation ticket with Arch Telecom to have the remaining balance of the device paid off. I was told I would receive a call from Arch Telecom in 1-2 weeks. On 9/25/2023, I returned to the ******** store to inform the store manager I had not yet received a call from Arch Telecom. The store manager said he could not see the status of my escalation ticket, and there was nothing more he could do for me because there was no proof I had given the store my iPhone 11 for a trade-in.

  Business response

  09/26/2023

  Hello ***,
  

  Thank you for contacting Arch Telecom,a ******** Retailer. Thats not the experience we want for our customers! Were sorry to hear about your poor experience at one of our locations.
  

  On behalf of the ******** Store, I sincerely apologize for the poor experience you incurred. I will be reporting this incident to the upper management of that ********* also will be reaching out to you to provide you the status and resolution of this escalation.

   

  Kindest Regards,
  *****************
  Corporate Customer Experience Manager
  *********************************************************
  **************************
  ***********************************************

  Customer response

  09/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************. I am helping my elderly parents with a current issue they are facing with the ******** location at ******************************* (Store number 1JSO address: ********************************************************************************) by ARCHTELECOM. On 04/21/2023, my parents visited the ******** store and were told by *****, the manager, that their phones qualified for $829.00 credit. They were told they simply needed to change their phone numbers and if they did, they would be given free new iPhone 14s. ***** reassured my parents that there would be no additional charges. He only mentioned $60 they would pay monthly for the plan. Suddenly, ******** sent text messages to my parents that some unauthorized charges were made on the account. We discovered there was a third line added as well as a tablet. Additionally, there was a charge of $20.59 per phone line per month. These charges were not mentioned to my parents. This came as a shock to my parents as they were told they would only be a $60 charge every month.My parents have gone back and forth to the Tmobile location with no resolution but were finally given the email for the district manager, ***************** from Archtelecom on 5/2/23 and 5/723.. we have since emailed him with no response.

  Business response

  05/11/2023

  Thank you for contacting Arch Telecom, a ******** Retailer. Thats not the experience we want for our customers! Were sorry to hear about your poor experience with the employee at one of our location.
  
  On behalf of the ******** Store, I sincerely apologize for the poor experience you incurred. I have already reported this incident to upper management of that region. The District Manger stated this will be resolved that day.
  

  if you have any questions please give me a call. 

  Kindest Regards,
  *****************
  Corporate Customer Experience Manager
  ************** Opt 1
  *******************************
  archtelecom.net
  *******************************************************
  
  LEGAL NOTICE: Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorized. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorized and may be unlawful. If you are not an addressee, please inform the sender immediately and delete all copies of this message.
  
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into store 889C to purchase a new Iphone 14 3/10/2023. When I got home I realized it was not the memory size I wanted. It was 128G and I wanted the 256G. I went back to the store 2 hours later. I explained the issue and was told they did not have that size in stock but they would get it from another store. I was supposed to hear from them the next day (Saturday), but no call was received. I went back into the store the next week, they still did not have the phone, but said their district mgr was going to send it to the store. The next week they STILL didn't have the phone and said the DM was in the hospital so he wasn't able to send the phone. They said they would have the phone in the next 2-3 days. I reminded them that we were approaching the 14 day period for a refund but was told by the manager that he could override that and do the return once the phone came in. The 3rd week, the phone still had not come in. The associate ***** said it would be best to order it online and when it was received then we could come in with the original phone and return it. We received the phone, which we had to pay shipping and handling for even though this was not our error. We brought the phone to the store and were told the manager was no longer with the company. I asked them to speak to the DM that was supposed to get the phone to the store. He indicated the interim store manager could do the return for us since he was aware of the situation. Went back to the store today and was told the DM told them there is nothing they can do since it is out of the 14 day period. This all happened because of the store's lack of ability to get the phone. Now I have 2 phones when I only need one. Tmobile customer care will not help because the purchase of the original phone was done in the store and not online. We need this store to keep their word and accept the return of this phone and take it off of my account. This is outrageous!

  Business response

  04/12/2023

  
  Hello,
  
  Thank you for contacting Arch Telecom, a ******** Retailer. Thats not the experience we want for our customers! Were sorry to hear about your poor experience at the ********* shopping center location.
  
  I will be reported this incident to upper management of that region. I received feedback that an appointment was set to meet them in store on the 17th of April to go over the transaction and come to a resolution. Feel free to call me if you have any questions. My number is ********** Opt 1 We are open Monday through Friday from 9AM to 5PM PST.
  
  Kindest Regards,
   
  *****************
  Corporate Customer Experience Manager
  ************** Opt 1 
  ******************************* 
  archtelecom.net 
  ***********************************************
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/21/23 Drove to this store to get a new phone for both me and my wife. Saw the sign for the FREE S23+Paid the $193 processing fee.Manager of store handed me 2 S23 phones, I explained the sign said Nothing about the S23, even in the fine print.This is simple. Give me the correct phones that were advertised. ************

  Business response

  02/24/2023

  Thank you for contacting Arch Telecom, a ******** Retailer. Were sorry to hear about your poor experience at the Store.

  To recap our conversation, I went over the details of the promotion in the advertisement as well as the eligibility requirements for the promotion with the customer and his brother. The customer understands that the customer can keep the service or complete the return process at the store. I also notified the customer's experience with the District Manager. 

  Feel free to give me a call if you have any issues. 

   

  Kindest Regards,

  *****************
  Customer Experience Manager
  *************** Opt 1
  *******************************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 13th, 2022, I entered ******** store 2DSE, owned and operated by Arch Telecom Inc. I wanted to purchase a new iPhone and set up a service plan($90/month quoted). When bringing out my new phone I was also told that my purchase included a free ******* tablet which I said I didn't want. They said it was "no strings attached" and "fully included" and "completely free". They eventually wore me down. Later I discovered that the store employee had signed me up for a service contract on the tablet ($20/month) and charged me a $35 setup fee without my consent or authorization. The $90/month had become $265/month as they had signed me up for multiple family plans. They coerced my signature on multiple e-documents and agreements by scrolling through the body of text with the tablet facing away from me and then turning it towards me with the blank signature/initial box. I was never allowed to read or review what I was signing. I was assured that the signatures/initials were related to the purchase of my new iPhone. ******** customer service advised me to return the device and cancel the service contract . When I attempted to return the tablet to the store on October 3rd, 2022 and have the bogus service contract removed, the store manager cited the 14-day return policy and said there was nothing he could do about it. I refused to accept this, as I had been scammed. I said I wasn't leaving until they made it right. A store employee then called the police to have me trespassed from the store. The police did not trespass me and said I had a legitimate claim. Every attempt to get support from Arch Telecom Inc. and ******** has been ignored and/or blamed on the other entity. My upcoming bill is slated to be $229. Initially, Arch Telecom customer service agreed to escalate my claim to a manager but now they are ignoring my attempts to contact them and every time I call it is met with an automatic message stating that they are "currently unavailable".

  Business response

  10/11/2022

  Hello BBB,
  
  Thank you for contacting Arch Telecom, a ******** Retailer. I have already spoken to the customer reported this incident to upper management of that region. The customer reached back out and I received the missed call yesterday. I called the customer back today. The customer stated that The District Manager has already spoken to the customer yesterday and is taking action towards a resolution. The District Manager approved and applied a $100.00 Courtesy Credit for the customer today. 

  If you have any questions, feel free to give me a call. I work M-F from 8AM to 5PM PST. If I do not answer, please leave a voice message and I will give you a call back as soon as I can. 
  

   

  Kindest Regards,
  *****************
  Customer Experience Manager
  ****************************** Opt 1
  *******************************
  archtelecom.net
  220 Commerce Suite 250 ******, ** 92602

*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. ↩