Complaints

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been going here for years. Recently with a phone upgrade, they changed my contract and now what was $250 for five phones is Over $350. When asked, the manager said the employee didnt Understand how it works. So they sell contracts that they dont even read.More recently I have had five $60 screensavers put on five different phones and it is always Been That if one breaks just come back and its $10 and they will replace it. Went to get one fixed and now they say I must register and do it online Even though I do not have the box for the screensaver because they installed it and threw it away, so I cannot register it. Only way to register it is with the purchase box the only way to make it right would be put screensavers on all five phones and give me the box so I can register them so I can actually get new screens when they break or give me a refund so I can buy other ones.

  Customer response

  03/20/2024

  I had just opened a claim today against cellular plus in ******** ******* I wanted to inform you that they reached out and theyre currently making it right so I want to close this claim please and thank you *********************** ************

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was offered a promotion for a free watch if I purchased a new phone from this store. The watch was to be shipped to my dads house. Our bill came and it showed a charge for initiating the device and for the device payment, we had not received the watch yet but were also being charged for device service. I called and spoke to the manager and they said the watch was on the way, it took nearly a month to receive the watch. They never gave a clear answer as to why the watch was late, the tracking number showed the watch was never sent so we tried to cancel it several times and the manager kept saying it was on its way. Meanwhile our bill was never adjusted. I spoke to the manager multiple times and my step mom spoke to them about the device charges on our bill, each time they said it was handled. We received the watch but the bill was still incorrect so we contacted them again over both phone and email each time they said it was handled, we tried to send the watch back but each time they assured us that not only was the bill fixed but they had added a gift certificate for our trouble. We believed them this time and took the watch out of the box, the next bill comes and it is still not resolved so we called the regional manager, she then sent us to another manager who said they could not find any record of a promotion occurring at that time (even though I have the signed document to show the promotion). He then said over the phone that because it was their fault hed take the watch back without The box. My step mom sent it back to me to return to them when I brought it to them I was told he could not take the watch without the box (opposite of what he said over the phone) and that he would not honor the promotion because the representative made a mistake. I have email correspondence over months saying that the promotion was real and the bill was being worked on so he just admitted that we were intentionally deceived and they have committed fraud.

  Business response

  01/22/2024

  Cellular Plus offered to let the customer return the watch for a refund 2+ months ago, as the customer had informed us that it was still in the sealed box. Customer came into the store later and tried to return the watch, which had been taken out of the box, and she did not have the charging cables. Due to the watch not being in the original sealed box, no refund can be issued for the watch.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cell phone signal extender from this business. I realized it would not work for what I needed it to, but had a series of extenuating circumstances that ultimately resulted in my needing to return it one day outside of the return window. I spoke with the business, and they referred me to ********************** I spent quite a bit of time reaching out to them for resolution, and ultimately learned that they could not help because the business is not owned by them, they just contract to sell their products (despite the business being the one that told me to call them). I tried to speak to a manager at the store but my phone calls went unanswered. I am asking that the business accept my return of the item I purchased there - it is intact, unused, and still in the box.

  Business response

  01/08/2024

  Customer has been contacted by our District Manager, and we will be working with the customer on the return of the item.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An earlier complaint was filed. Business has responded that they would refund the remaining amount of ***** but have NOT done so or contacted me.

  Business response

  09/06/2023

  The product the customer is requesting a refund on was not purchased at a Cellular Plus store location. The customer purchases a prepaid phone card from a different retailer, and brought it in to our store to try and use it, but was unable to. One of our store employees actually paid the customer cash out of his own pocket to appease the customer due to the hostile and rude behavior of the customer while in our store. No further refunds will be issued.

  Customer response

  10/02/2023

  Pls reopen the above referenced case.
  The business has now totally changed the facts of the case/ original complaint. Pls compare initial messages.
  The refund still owed is for ***** to CellularPlus. Refunds were made for a ******* SIM card and a ******* pre-paid card. 
  They are refusing refund for an "in-house" fee, *****, for a CellularPlus account which was never activated.
  My guess is they believe they can get away with this since this is out of ******* ... their main employer ... control.
  If BBB does not follow up conscientiously, they will do this again. This is not an ethical way to conduct business. As for any attempt at defamation ... it is in writing! ... I will ignore it for now.
  Thank you kindly.
  *******************

  Business response

  10/04/2023

  The product the customer is requesting a refund on was not purchased at a Cellular Plus store location. The customer purchases a prepaid phone card from a different retailer, and brought it in to our store to try and use it, but was unable to. One of our store employees actually paid the customer cash out of his own pocket to appease the customer due to the hostile and rude behavior of the customer while in our store. No further refunds will be issued.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/18/22 I went to Cellular Plus to upgrade my phone. When I looked at my ******* account that evening, it did not reflect what I had been offered or understood, so 6/19 I went back to Cellular Plus and asked to return the phone and all I had bought, and for a refund. I returned the phone and everything I had bought, and received a credit card refund. My ******* online account still showed that new contract, but I thought that would be resolved since I had returned all the merchandise. I then went to Xfinity (Monday the 20th), bought a phone and signed up with them. Discovered while there that my old phone, an iPhone 7+ which had been returned to me by Cellular Plus, had had the Apple ID changed, so could not be applied for any upgrade, as it was now locked. Signed up with Xfinity anyway, paid full price. Went back to Cellular Plus the next day and asked them to change the Apple ID back. The lady there was hostile, saying "WE didn't do that.....YOU did!" Practically snarling. I'm 81 years old, of course did NOT change the Apple ID. But the MAIN PROBLEM is that ******* is STILL billing me for the contract, even though I had returned EVERYTHING. I called ***************** They said go to a company-owned store, which I did, and they tried to help me (******* store on Arapahoe). (I gave them my iPhone 7+ to recycle, since it was now useless and couldn't be accessed). THEN I called ******* again and disputed the charge for the contract that no longer existed. They tried, but said that since the charge was initiated by a franchise store they really couldn't do anything about it. SO, I'm being charged for a contract that doesn't exist (now with late charges) and that I do NOT owe. Consumer Plus apparently has to cancel my contract with ******* through their store, as I am unable to do anything through *******. I will NOT go back to that store as they are so rude and hostile.

  Business response

  07/22/2022

  Cellular Plus is aware of this billing issue and we are actively working with ******* to get **** credits applied.

  Customer response

  07/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was totally lied to and robbed by this company in ******** **. I was told my **** would go up by $14 each month. It went up by $300!!! I have taken time off work, wasted HOURS on the phone and still havent gotten this resolved!!! ***** told me so many lies and messed up my **** so much. What a nightmare!! Buyer beware!!! They owe me THOUSANDS of dollars!! Only go direct through ******** STAY AWAY!!

  Business response

  03/23/2022

  Customer returned items to our store and was refunded for the returned devices. 

  Customer response

  03/23/2022

   
  Complaint: 16884811
  
  I am rejecting this response because:

  this is not about returned devices as I did not return devices. It is about being overcharged and my plans being all messed up. I was told I would get credits for phones larger than the credits that I received as well. It was about being lied to over and over. I did not return any devices at all.
  
  Sincerely,
  
  *************************

  Business response

  03/25/2022

  Customer can come into the store and speak with our Territory Manager and review all the invoices for purchases and returns, and give us details on what she thinks she was lied to about. ********* complaint that she was lied to over and over does not give us much information to help resolve any issues. We need to know what she feels she was quoted, and what she is being charged, what credits she was promised and what credits she received, so we can review the signed contracts and documents with her to find out what the exact issues are. 

  Customer response

  03/28/2022

   
  Complaint: 16884811
  
  I am rejecting this response because:

  I did go into the store multiple times. I also spent many phone calls talking to managers and to ******. My **** was almost 3 times but they told me it would be. Plus I only got $300 credit for my phones when I was supposed to get $800 credit each.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to buy a new, iPhone 13 plus. This would be a work cell phone, which i expense monthly, so it needed to be at or below, my current monthly rate. The Cellular Plus employee quoted me a package at $132/month that "includes a free iPad with the new iPhone 13 release". The result was a $154.14 monthly **** that includes a $25.08 monthly charge for the "free" iPad, which I had no use for whatsoever because I already had an iPad, but I thought, "free is free!".In addition, they somehow charged me the activation fees for the new phone and iPad TWICE. When I called to resolve the double charge, the manager could not find the over-charge error and told me everything was done properly. I am now "stuck" in a two-year contract (the phone and evidently the "free iPad" were purchased on a two-year payment plan and I was over charged $70 (2 x $35 activation fees).

  Business response

  03/23/2022

  Cellular Plus responds as follows.

  Customer was quoted ****** plus taxes. The breakdown is as follows. 
  Device payment total- tablet $8.74 phone 9.99=18.73
  Lines fees 90 for phone 10 for tablet with auto pay. =100.00
  insurance on phone 17.00
  total ****** plus tax. 

  We are not seeing on the attached bills that the customer was double charged for activation fees. If the customer would like to take copies of the bills to the store, our manager would be happy to go over all the bills in detail,

  and if we do discover that he was double charged for the activation fees, we can submit for a credt.

   

  Customer response

  03/25/2022

   
  Complaint: 16858474
  
  I am rejecting this response because:
  

  That response is a complete lie. I was quoted $132 as my total monthly charge, which was less than $134 I had been paying. I already discussed this issue over the phone with the manager and that manager continued to tell me the same thing over and over, which did not explain why i had paid exactly $70 more than I should have paid over my 1st three months (coincidentally that = 2 x $35 activation fee; 35 for the iPad and 35 for the phone). I do not know for a fact that I was charged twice for those activation fees, but logic tells me that is likely what happened. When I tried to interrupt the manager and explain why the numbers werent adding up she began screaming at me over the phone for what felt like more than a minute, not allowing me to speak at all. I hung up on her and I have no interest in dealing with these liars in any way.
  

  This is a business account that I submit expense reports for and having a $25 monthly charge for an iPad on this account is extremely unprofessional and frustrating. The sales associate told me the iPad was free. I told her I did not need an iPad, but she said it was free and I might as well take it. That, coupled with my phone **** now being more expensive than it used to be when I was promised it would be cheaper, is unacceptable.

  
  Sincerely,
  
  ***************************

  Business response

  04/07/2022

  All of the signed and initialed agreements that we have on file support the quoted information below. If the customer is not willing to meet with the store manager to review the charges on his ****, then we can have him meet with our Territory or District Manager. 

  Quoted ****** plus taxes. The breakdown is as follows. 
  Device payment total- tablet $8.74 phone 9.99=18.73
  Lines fees 90 for phone 10 for tablet with auto pay. =100.00
  insurance on phone 17.00
  total ****** plus tax. 

*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. ↩