Cricket Communications Inc

Review: I went and started a family plan at Cricket Wireless yesterday. As I traded in two LG G2 phones and a Moto X phone and purchased 2 ZTE Grand X Max and 2 Nokia Lumia 630. I was told by [redacted], the store manager (he told me) that he would reset my old phones to factory setting and that their policy is to erase trade-in phones every night. Today, we received an email from our LG G2 phone security company that someone was attempting to unlock one of the phones with the location pointing to the Cricket store and a picture of the female who tried to unlock it by attempting to get the swipe code we used to lock it. I called and talked with [redacted] about it and he flat out denied that anyone tried to unlock the phone. I went back to the store today to return their equipment for a refund, and my 2 LG G2 phones and my Moto X phone. I was met with strong resistance and was told flat out no to my requests. In the process, the female who staff who was taken in the photo trying to unlock my phone told me that she does not make, "[redacted]" phones" and practically used the most derogatory language to me. I at the time had my wife on a phone call who heard how angry and hostile they were to me. I told them that I needed my refund and my old phones and they told me the phones are theirs and I could not get a refund. I left the two Zte Grand X Max phones and the 2 Nokia Lumia phones, and left the store with my receipt. The phones are brand new in their return condition to the store. I sought out a phone number for Cricket's Headquarters and had no luck finding one.The staff at that office are very rude and obnoxious to customers and as a customer I have rights and will see them done to the extent of the laws that protect customers rights and privacy. They did not erase the phones or I would not have received the breach alert from my phone security company. I think that my privacy is at risk of being revealed and sensitive information is also at risk.Desired Settlement: I would like a full refund of my $458.36 and my two LG G2 phones (black, white) and my one Moto X phone from the Cricket Wireless Store on Malabar Road in Palm Bay.

Business

Response:

November 11, 2014

Revdex.com

Review: I purchased a new phone (a second line) early afternoon on 11/6/14, online through the Cricket website. The phone was promised two day shipping. That meant the phone should have been delivered on Saturday. I received an e-mail indicating the phone would be delivered 11/11/14. This was already 5 days after I ordered the phone. The phone never arrived on 11/11/14, as promised. When I called customer service and spoke with [redacted], all he could say was "it's not our fault." The level of customer service is deplorable and I intend to cancel my account and go back to AT&T. I don't mind paying the higher prices for better customer service. Cricket's customer service is awful.Desired Settlement: I want no part of Cricket. They can take their phone back, refund my money and I'll go back to AT&T.

Business

Response:

November 25, 2014Revdex.com

Review: I needed a new phone. I called cricket to confirm that, if I buy a phone from another retailer, would that work with cricket. I was informed that cricket was offering $50 rebate on Moto G phones. So, I just bought the phone and prepared the rebate. The requirements were :Service requirement: Must have active service at time of validation and have replenished your account within 45 days of activation.I meet the requirements. So, I print the rebate form to fill it. As I am filling it, I noticed that the rebate form says "Limited time promotion period offer with new activation on a qualified smartphone plan.". So, I called again to tell Cricket that this is bait&switch. I wanted to return the phone. But I was told that I do qualify for the rebate. Just fill the form and send it.I got a reply a few days ago and now I don't qualify. I called them again. I was told that, I don't qualify, because I wasn't a new account.".Desired Settlement: I want the rebate to be paid or the phone to be refunded. I wouldn't have bought this phone, if they advertised as for "new customers only". I bought it, because I qualified for rebate requirements. So, please.. take the phone back or just pay out the rebate.

Business

Response:

November 12, 2014Revdex.com

Review: I have the $35.00 auto pay credit card plan, every month Cricket over charges my credit card, they charge my card $40.00 this happens every month 8 or 9 consecutive months now. Calling customer service takes as long as 1 hour to try to get this corrected. Every time I hear the same statement we have corrected this and it will not happen again, yet it happens every month. I have offered a solution to the problem, I asked cricket to send me a new sim card, once I receive the sim card I will call in and cricket can cancel my existing service and open a new account with a new sim card keep my old number. Cricket refused, then later agreed to do it, then added that I would be charged $10.00 for them to fix a problem that is crickets fault with their billing department.Their customer service department hangs up on me sometimes I have to call back 2-3 times to try to get this resolved.Desired Settlement: I want a new sim card, I want to close my old account and open a new account to solve this over billing problem.If cricket is not willing to correct this problem, my only other option is to go to a different carrier

Business

Response:

November 24, 2014Revdex.com

Review: PLEASE HELP...Hi how are you guys I am writing because we could use help we are trying to find out if we can do anything to get our money back from Cricket wireless who has recently merged phone companies with ATT. Me and my wife paid over 1200 dollars about 9 months ago for two Samsung Galaxies S4 we were never told at the time of purchase that they will be bought out by ATT and everyone will have to give up their phones and buy new phones on the new network which will be with ATT in march 2015 we are not the only people who this has happen too Cricket Wireless is a no contract company however how can they sell millions of people really expensive phones and months later turn around and say your phone will no longer work in March of 2015 you have to upgrade to a new phone on the New network that's not fair at all especially when these phones like the HTC SAMSUNG GALAXIE and the IPHONE are over 500 dollars a piece I asked the workers at the cricket stores I even called Cricket Customer Service and all they can say is we never knew anything about the company making Customers get rid of their phones to join the new network. Please help us and millions of other people who are being affected by this I went from having a 600 dollar phone to having a 25 dollar phone because the money me and my wife paid for the 2 phones were from our savings and having 2 small kids could not afford to pay 1200 dollars again for a new phone you .I have about 4 verbal recorded conversations with 2 cricket wireless supervisors and 1 store employee I have tried to reach out to the corporate personnel left 2 voice messages no answer or call back . once again they never told us about the switch to the new cricket when they sold us the phones July of 2013 and I asked over and over how come you guys didn't tell anyone some say we didn't know and some employees said they knew but couldn't say anything because its not their job to talk about the store politics and that I would have to ask the CEODesired Settlement: I have a receipt showing I paid 1208 dollars for the phones .I sold the phones to a guy who has Cricket wireless for 400 dollars so that leaves us - 808 so I would like the refund for the money I lost for the phones and service or I would like to get to new phones on that network that's worth 808

Business

Response:

November

21, 2014

Revdex.com

Review: I bought 6 phone's from cricket and around OCTOBER 24 me and my daughter phone's both just went out I went into the cricket store and the men inside gave me a lable an package and he put my phone into it he told me to send my phone back so I did he said they would fix it so I sent it UPS on OCTOBER 31 I went into the cricket store and paid my bill of $140.00 they told me it tanks around 5-7 days then I called cricket to check stats about my phone and then told me that they was returning my phone unfixed they said it had damage that I had did question why would I buy 6 phones and damage 2 of them also if I sent my phone off OCTOBER 24TH but pay the bill OCTOBER 31 TH that don't make any since and also it is NOVEMBER 7TH and I still don't have my phone I paid a bill for 2 phone's that I'm not using so I'm writing you to help me with this problem hope to here from you soon THANKS IN ADVANCE [redacted]Desired Settlement: I need 2 new phones and credit for the time I was out of our phones

Business

Response:

December 1, 2014Revdex.com

Review: I,[redacted] pay cricket wireless the sum of $55for bill for month of Nov but I lift the. Carrier. Cricket wireless. Now they say they. Not returning my money! The money I them was the of November. Before my bill was due I change carrier. To Metro wireless. they said because I change they not going to refund my monyDesired Settlement: My refund back or go to court

Business

Response:

December 4, 2014Revdex.com

Review: Cricket has a referral incentive that gives customers $25 off their bill (one time) for every customer they refer. I referred a customer to them on 6/14/13, and was in the store with the customer when she switched over to Cricket. I was told it could take up to 30 days. After the 30 days passed, I called the store that we went to, and was told to "give it a few more days." I gave it a few WEEKS. When I called the store again, the girls I spoke to was rude, and told me to call customer service because all they can do is submit for the credit. I dialed 611 from my cell, and talked to customer service, and the lady I spoke to then was even reuder, and told me that is handled in the store. I called the store back AGAIN, and was told to call a "corporate cricket store" (why wasn't I told this the FIRST time I inquired?) I called the cricket store on Capital Blvd, (number was given to me by the store associate at the original store in Garner), I left a message (3 days ago), and have yet to get a call back or my credit. If they (cricket) are going to give people a hard time or don't want to give the credit, they should STOP. Also, the associates in the store on 5th Ave in Garner in NC need a lesson in Customer Services, as well as those in the call center. I switched from Boost, to Cricket, thinking they were better, but I might need to switch again.Desired Settlement: I want my credit I was promised, otherwise this is false advertisement, and I SHOULD get extra off my bill because of all of the crap I had to go through for this credit.

Business

Response:

August 15, 2013

Review: On August 14,2013 at approximately 5:35pm,I went into Almeda Cell Phones at 12400 Almeda Rd in Houston,TX to buy a charger for my Galaxy S phone.The sales associate said the charger was 13.00 but said he would give it to me for 12.00.I pulled out my bank card and he ran it and told me it was declined.I told him it had to be a mistake so he ran it again and it was declined again.I asked him if he knew the reason for the card being declined and he said he didn't know(red flag).I went outside to my vehicle,called my bank and they verified that the card was fine and they even told me tht the reason for the decline was because either the sale associate was either not putting my cv code in correctly or wasn't putting it in at all.I went back into the store and asked him to run it again and he told me its better if I paid cash:therefore he refused to run my card again.I left the store,took one of their business cards,went around the corner and purchased the exact same charger at a similar store(wireless talk) for 10.00:using the same bank card:which went through perfectly.Desired Settlement: I would like for this store to be informed that a complaint has been filed against them for the sales associate and the way he tried to make me go and get cash to pay for an item because he refused to put in the proper information using my bank card.

Business

Response:

August 23, 2013

Review: Charged me 15 dollars for sothing they did not bring up to my atention at the store for trafering the number to the phone I purchased if that had been told to me I wul have just not got it they did not even activate the phone I had to do that my self they said that the phone in quetion had no battary and thst once I turnd it on it wuld work so not tru had to look up how to do it aftet 1 hr gi it ready.Desired Settlement: I want my 15 dallors back they shuld have said that their was a fee for tranfering phones

Business

Response:

December 5, 2013

Review: I purchased a [redacted] from the cricket wireless store located at [redacted] on January 3 2014. about two weeks later the phone screen started freezing I could not access the dial pad to make any phone calls. Two to three minutes later it worked fine, It would log onto the internet by itself and even power down on it's own and the battery is fully charged. On January 16th I took the phone back and the man at the store called the cricket company and refreshed the service, he then handed me the phone back and said that if I had any further problems to bring the phone back. This morning I had the same problem, I picked up the phone and swiped the screen to access the dial pad and the phone lit up but the screen was frozen and the light would not go off for about a minute or two. I called the cricket store and the same man told me to bring the phone in so I did but by that time it seemed to be working. What if I need to make an emergency call or someone is breaking into my house and I try to use this phone and it is frozen at the time I really need it? I stated that to the man at the store and he said to me that there was nothing he could do unless he can see the problem. I told him that I can not pin point when this will happen it just does and I did not pay for a phone that I can sometimes, I want to be able to use it when I want and need to use it that's why I bought it. I don't have a problem with the wireless service I have a problem with the actual phone itself malfunctioning sporadically.Desired Settlement: I would like for them to give me a [redacted] new that works like I paid for a couple of weeks ago.

Business

Response:

February 4, 2014

Review: The service is fine, the current issue is the store location at [redacted].They advertise as Cricket and sell the products, but they do not warranty or honor their product. they are advertising as [redacted], I consider this as false reputation and false advertising, I contacted Cricket to determine if this was a corporate store, they do not even have it listed as a authorized Dealer. This issue needs to be resolved.Desired Settlement: If they advertise a certain product they should stand behind it!

Business

Response:

April 22, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted], regarding a Cricket store in [redacted]. In

his complaint Mr. [redacted] states that he visited the store located at [redacted]. He states that they advertise and

sell Cricket products but they do not warranty or honor Cricket products. Mr. [redacted]

states that they advertise as [redacted]. He feels this is false

advertising and a false reputation of Cricket. Mr. [redacted] states that he

contacted Cricket to determine if it was a corporate store, and that this

location wasn't listed as an authorized dealer. Mr. [redacted] is requesting that

this store stand behind the products they advertise.

We apologize for any inconvenience or poor

service Mr. [redacted] felt he received. Cricket strives to provide excellent

customer service at all times, and we regret when that high standard is not

met.

The location that Mr. [redacted]

describes in his complaint is a Cricket authorized dealer as reflected on our

website [redacted].

Only select corporate owned Cricket locations offer in store warranty

replacement. We would like Mr. [redacted] to be advised that Cricket authorized

dealers are independent from Cricket Communications. Cricket provides guidelines to the authorized

dealers for pricing, policy, and procedure, but has limited control over which

guidelines the dealers choose to implement. We have forwarded Mr. [redacted]’s

feedback to local management for review.

We thank Mr. [redacted] for his communication

and we trust that this explanation properly addresses his concern.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I purchased a broadband devise from Criclet and been having problems with the peice since I paid for it . I brout it back to the place of purchase and they refused to exchangeit. I have had two other stores do the same thing . I paid my bill on 4/27/2013 and they cut my service off. I would like a refund of the defective peice of equipment that I purchased from them plus one month of service which they stole from me after I paid them by cutting off service.Desired Settlement: Check $168

Business

Response:

May 08, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint No: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam;

This correspondence is in reference to a

complaint filed by [redacted] regarding a refund request. In his complaint,

Mr. [redacted] states that he attempted to return a broadband modem that he

purchased from a Cricket store due to the device malfunctioning. He states that

the store refused to exchange the device or issue a refund to him. Mr. [redacted]

also states that he paid in advance for service on April 27, 2013. Mr. [redacted]

requests a refund of $35.10 for the service he is unable to use and a refund

for the defective equipment.

We apologize to Mr. [redacted] for any

inconvenience or poor service he felt he received.

We spoke with Mr. [redacted] on May 08, 2013

regarding his complaint. Mr. [redacted]’s account was disconnected and a check

refund request for $35.10 has been submitted due to overpayment and will take

10-14 business days to process. We also advised Mr. [redacted] that a Customer

Operations Manager has been contacted to resolve the issue regarding a refund

for the defective broadband modem that he purchased.

We thank Mr. [redacted] for his communication

and we trust that this action resolves his complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: To clarify my correct cell phone number is [redacted] for some reason complaint form rearranges it! My complaint is in general of Crickets Customer Service and quality as I have had enough of Cricket and am considering going with another provider. First of all the quality of the phones are terrible. I am constantly having to buy phones as they mess up not even dropped or anything! When I was with [redacted] I only had 1 phone over 6 yrs but with Cricket I'm having to purchase new one frequently in the 5 + yrs I've been loyal customer. Then your chargMed 15 dollar fee to do ESM swapo which is very overpriced! I just bought yet another phone the other day and wouldn't charge correctly! It had 1yr warranty and store associate did not want to replace handset would rather argue with me and FiNALLY after headache and hastle decided to replace my under warranty phone which shouldn't have even been a issue! The internet service is false advertisement they tell you unlimited in store and don't mention until you reach certain bandwith then they slow it down to point of unusable! That's not UNLIMITED however they don't tell you about bandwith up front your left to find out the fustrating way. Cricket advertises low rate plans however have very low quality phones, outrages fees for ESM swaps, poor customer service, false advertisement. I've NEVER had this much trouble with any other provider and after having to replace a brand new handset only 2 days after purchase I really don't feel worth my while to remain loyal customer after all these years dumping money into such poor quality phones and service with less than courteuous employees. If this phone goes out before it should as all the prior ones have ill be taking my loyalty and business elsewhere!Desired Settlement: I want the issue of poor quality looked into, be up front regarding bandwith cap, and outrageous ESM swap fees addressed!

Business

Response:

June 18, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In her complaint, Ms. [redacted] states that she is unhappy with Cricket’s quality of customer service. She states that she is not pleased with the quality of the phones she has used in the past and states that she has to have her phone replaced frequently. She states that she purchased a new phone recently and had to have it replaced two days later. She feels that Cricket’s $15.00 ESN change fee is an unreasonable charge. She feels that Cricket’s internet service is falsely advertised, that it is not unlimited and that is not communicated until she reached a certain bandwidth. She states that after exceeding a certain bandwidth, her service was slowed down to a speed that was not functional for her.

We apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

Cricket’s mobile data has always been sold with a specific amount of full-speed data access and unlimited reduced-speed data access. The amount of full-speed data is noted for each rate plan in its list of features.

Full-speed data is data usage at the best available speeds. Note that best available speeds are always affected by the customer’s device, signal strength, environmental conditions, and cell site congestion.

When Ms. [redacted] uses all of the full-speed data she has purchased within a paid service period, Cricket doesn’t cut her service off. Instead, we allow her to continue using reduced-speed data for the remainder of her service period. Reduced-speed data gives her access to all the same applications and services as full-speed data but at slower speeds. We believe this is the fairest way to keep everyone connected while allowing Cricket to manage data usage on our network to provide the best experience for customers still using the full-speed data they have purchased. Reduced-speed data is typically equivalent to analog dial-up speeds.

Cricket allows customers to change their Electronic Serial Number (ESN) through the automated system for free; however, if the change requires a change in rate plan the ESN change must be completed by a Cricket representative. For example, if a customer is changing from a basic phone to a smart phone, Cricket’s automated system will direct the customer to a representative to complete the transaction. If an ESN change is completed by a Cricket representative, there is a $15.00 fee to process the change.

We regret that Ms. [redacted] is unhappy with her phone. She has completed the purchase within the last 30 days, and has the option of returning or exchanging it within this period of time. If she chooses to do so, we will gladly waive the $15.00 ESN change fee to switch devices. This will be notated on her Cricket account.

We have applied a $25.00 courtesy credit to Ms. [redacted]’s Cricket account on June 18, 2013, for any inconvenience this concern may have caused her.

We thank Ms. [redacted] for her communication and trust that this explanation properly addresses her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Review: I have had cricket service for over 7 years now . I am on time with my payments and have three phones with my service . In May I tried to cancel one of my phone's. the rep I spoke to kept asking me if I wanted to just suspend the line .I told her several times No I wanted it canceled . my bill was 150.00 a month and with the third line removed it would go to 100.00 my boyfriend had the third line but through his job got a cell phone for free .I need to cut my cost for expense so I wanted the phone shut off . When I received my bill this month the bill was still the same . I tried to call and speak to a rep before I paid my bill but the automated system wouldn't allow me to speak to a person . Because I couldn't get to speak to a rep I went and paid the bill so they wouldn't shut off my phone service before I could resolve the problem. I called cricket and after several tries to get through the phone automated answering system I was able to speak to a rep who argued with me saying that I didn't cancel I suspended the line . I spoke to a supervisor and they informed me that I had to agree to the terms that I would not get back the money for the charge on my phone for the suspended line because I had paid the bill and the 50.00 was still on the phone which should have been taken off and the phone should have been shut off as I requested . they told me they will not reimburse me the money that I had to pay for the line that was supposed to be shut off. this was a mistake on their part and then the supervisor said do you agree with the terms . my response was no I do not because they were clearly in the wrong . I was told by the supervisor that they will not shut off the phone until I agree . so again they want to continue to charge me for their mistake . they also make it almost impossible to speak to a person when you are trying to resolve a issue the automated system is set up to hang up on you if you do not select from the limited options they give you . this is frustrating and bad business.Desired Settlement: To take off the charges they kept on my bill for a phone that I clearly asked them to remove and also to make it easier to speak to someone instead of that horrible automated system .for them to also treat their good customers with more respect than they do.

Business

Response:

July 3, 2013

Review: I went into the cricket store and signed up for the family plan. I was told it is $80 per line. I also signed up for automatic bill pay which I was told gave me a $5 discount. I was then told my bill was going to be $75 plus tax. I received a text that night saying my bill is $106. That is a $31 difference. I was also signed up for insurance on both of my phones without being asked if I wanted to.I have called and talked to 3 different agents in customer service. They all tell me the same thing. That I have 2 $45 lines. They don't seem to even know what this family plan is. They say they can't honor this and pretty much refuse to honor anything or help me out. This is the worst customer service I've dealt with. Your customer support is horrible. If this doesn't get resolved soon I will be cancelling my service. I do not like being screwed like this. This is ridiculous. Being told my bill is going be and having another amount and not honoring what you advertise. Bad business. I've had one line for over a year and never had any issues. Now I wish I wouldn't have given your company that good review a couple of weeks ago. You so didn't deserve it.Desired Settlement: My bill needs to be changed to what I was told it was supposed to be. Or else I expect a full refund on what I paid when I signed up for the second line. Also a refund on the insurance I've been paying on that I did not sign up for. I also expect to get this right away so that I can sign up for a new plan somewhere else.

Business

Response:

July 18, 2013

Review: I don't like the phone I got, I just can't work it. I went back to the store and asked the woman if I could return it and get another, more simple one. She said sure, but I needed some documentation that I didn't have. I have been back now 4 times and gotten an excuse every time, the managers out, the business is changing hands, you need to talk to someone who isn't there... This last time the manager said , " oh you can't return this it's been scratched". I live a half hour away from this store and have spent literally hours waiting to get this resolved. I have been a loyal Cricket customer for years. If they had told me, no you can't exchange this in the beginning, I would have been alright with that, but I feel that hours of my precious spare time has been wasted and I have been lied to. I am going today to another, corporate, Cricket store and buying another phone that I can use. This business, that is an independent retailer located @ [redacted] I feel is a very poor representative of Cricket as a company. I will never again spend my money there.Desired Settlement: Refund the 91.90 I paid.

Business

Response:

August 15, 2013

Review: Unauthorized charges to my bank account in the amount of $169.99. I have been on the phone with Cricket for a week trying to get this money refunded to my account. NO ONE seems to be able to connect me to the "person authorized" to refund my money. I was advised by a manager at the corporate cricket store that my phone has a MANUFACTURER DEFECT in the charging and that I need to send it in under the warranty for replacement. I did as instructed and over a month a later received unauthorized charges to my bank account in the amount of $169.99 for the replacement phone that was sent to me. When I called the warranty company they advised me that they weren't authorized to return my money to my account, it had to come directly from Cricket. I have spoken with 15 different people with cricket, 5 of which were "supervisors". I was promised returned calls with a solution to my problem and have yet to receive even ONE. My money has yet to be refunded. There is NO ONE that I have been connected to that seems to be able to help me with my problem. I've been transferred to a minimum of 5 different departments including the Fraud department and have been told by ALL of them that they are unable to help me. Now when I call the 1/800 CRICKET number, I can not even reach and operator.Desired Settlement: I want the $169.99 returned to my bank account immediately!!!!

Business

Response:

September 3, 2013

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding a refund. In her complaint, Ms. [redacted] states that she sent back her phone for a warranty replacement due to a manufacturer defect. She received her phone but was then charged $169.99. She has attempted to contact Cricket customer service and the warranty department, [redacted]. She has been told that these charges are non-refundable and has not received any help. Ms. [redacted] requests a refund in the amount of $169.99.

We apologize to Ms. [redacted] for any inconvenience or poor service she felt she received. Cricket strives to provide excellent customer service and we regret when that high standard is not met.

All warranty claims and returns are handled by our third party vendor, [redacted]. After review of Ms. [redacted]’s account, we have confirmed that after receiving the phone, [redacted] has deemed the claim unqualified for a manufacturer’s warranty due to a cracked screen. We ask that Ms. [redacted] contact [redacted] for any additional questions or concerns regarding her claim. [redacted] can be reached at [redacted].

We thank Ms. [redacted] for her communication and we trust that this explanation closes her complaint.

Regards,

Corporate Customer Relations

6380 S Fiddlers Green Circle, Suite 900

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have contacted Esecuritel and were told by there supervisors that they were not authorized to make a decision regarding my complaint. They stated that Cricket was the only one that could authorize a reversal of their decision. Cricket is the company that adivised me to send in my phone under warranty, NOT [redacted]. A manager at a cricket corporate office even told me that it was a manufacturer defect and qualified for warranty replacement, and that was the recommended action I take.

Review: I [redacted] WENT INTO [redacted] AND HANDED MY PHONE AND $120.00 TO EMPLOYEE I THEN WALKED OVER TO LOOK AT PHONE CASES AND EMPLOYEE SAID THERE IS ONLY $100.00 I COUNTED THE MONEY BEFORE I HANDED IT TO HIM SO I HAD TO GIVE HIM ANOTHER $20.00 TO DO THE SERVICES IM NOT HAPPY WITH [redacted] PLEASE TAKE ACTION ASAP. THANKS [redacted]Desired Settlement: I WOULD LIKE MY $20.00 BACK IF POSSIBLE

Business

Response:

October 11, 2013

Review: I don't have a credit card-I was charged a $3.00 fee for coming into the office to pay with cash. I feel this charge is unfair and excessive; I have to spend gas to get to their office and then pay them a handling fee. I was told they do not except checks. Some of their offices don't even except cash.I am not happy with their service; half the time it takes two tries to get my texts delivered.Desired Settlement: They need to improve their services and policies. They need to improve customer service.

Business

Response:

October 25, 2013