Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a problem with Cellular Abroad, Inc., **** ** Century ****** Suite ***** *** ******** ** XXXXX. I rented a cellphone from this company to use during a trip to ******* ***** from October **** through the ***** When it arrived at my home, the directions said it could not be tested before leaving the USA. When I got to Venice, it did not workI was not able to call the two numbers I needed to contact and they could not call me. I was left stranded in a wheelchair with two suitcases because of their neglegence. Luckily, I was able to coordinate my transportation and ultimately exit the airport without a rented telephone. I was able to e mail the company from my hotel, and they questioned whether I knew how to use a telephone and then requested the numbers that I was in touch with. They admit that the numbers I needed to call in Italy were correct. However, in spite of the fact that the phone did not work when I needed it, they are disputing my request for a refund. I have filed a complaint with the credit card company, and now I am doing the same with you. Let me know if I should also file one with the district attorney in California. The company insists that the phone worked, but, as I could not test it in the USA, I don't know how they were able to. I have rented phones from this company before to use in Italy, without trouble, and, yes, I know how to use a telephone.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/28) */
  There was absolutely nothing the matter with the service. We even tested the phone when it came back just to make sure. Furthermore, the customer responded a week after our response simply by saying that he knows how to use a phone and the he wants a refund. He said he had a problem at the airport in Venice where there is poor reception. This is beyond our control.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The phone did not work. It did not work in the airport in Venice, nor later when I was at the hotel. The company was no help whatsoever, telling me I did not know how to dial phone numbers in Italy. The company made it clear that it was not possible to test the phone in the USA before I left, meaning that they had no way of knowing if it worked before I was in Italy.
  
  Please advise how to file a complaint with the appropriate consumer protection office in the California district attorney's office.
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  The phone did work. We tested it when it came back. He is correct that it doesn't work in the USA because it is roaming and you would need to add funds to make it work. However, it receives calls and text messages for free. Regardless, the customer did not respond after we gave him dialing instructions. We did not say he did not know how to dial - we asked him if he was dialing correctly and we gave him the correct dialing information. Then, he disappeared and did not notify us that he was still having issues - which is virtually impossible if he can dial to the USA, which he implied he could and if it worked in the USA which it did. If he still needed support, and as per our terms and conditions, he should have responded to our email. We obviously assumed everything was ok since he did not respond.
  
  
  Consumer Response /* (4200, 11, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The phone did not work in Italy. I could not test it before I went, as per the instructions from Cellular Mobile. I emailed the company from Italy, and got a response telling me I did not know how to use a telephone. I needed to make other arrangements for communication in Italy, and did not respond again to Cellular Mobile until I got back to the USA. They sent me a defective item and are now refusing to take responsibility for their actions. If the phone had worked in Italy, I would not be filing the complaint. I have rented phones from Cellular Mobile in the past to use in Italy, and there were no problems. I do not know why they are refusing to accept responsibilty.

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a ******* box from cellular abroad to take to ***** with me for the month of august to ensure I can work. The instructions were to just turn on the box and you were ready to go. When I turned on the box I had only ** and was asked to log in with admin and password. I had ******************************* cellular abroad to help and they weren't able to resolve the issue. I contacted them via chat and they were able to log me in however 2G would not work and was getting no service. I attempted several more times to chat with support, however there was no assistance available. I assume because of the time difference from ********** ti ****** They advertise 24 hr support. I spent over **** ******** for this and had to go purchase a plan in ***** as the unit did not work and I had to work from Italy. I emailed them and they responded twice and have no longer replied back to my emails.
  
  I do have receipt and email correspondence
  
  ******

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/07) */
  The issue, as explained to the customer on numerous occasions, was not the********. The customer was able to connect with her cell phone but she was not able to figure out how to connect with he laptop. We can see that there was usage as well! We gave her instructions for her laptop - even though this is not a Cellular Abroad product and goes beyond the scope of our customer service.
  In addition, the customer has never sent back our******** and her trip was over a month ago.
  Lastly, we do not say we give 24/7 customer support as one can see on our customer service contact page in bold and in red.
  
  
  Consumer Response /* (3000, 7, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not connect my cell phone to the********. I turned my cell phone on using my cellular data with my ******** plan. I was able to get 4G with my cell phone on my ******** plan. The********* cellular abroad provided did not work and ran on 2G. I can show you my mobile bill where I have paid by over $400 in roaming with my ******** cellular company because the********* did not work.
  I emailed on Sept 29th asking how to return the box and received no response until today with the address to return. You can not say I used the data on the device as I used my phone and got a Tim's SIM card for Italy. I have email correspondence , I have my phone bill *********** with the roaming charge.
  
  
  Business Response /* (4000, 10, 2022/10/07) */
  The person that I chatted with that was chatting on behalf of the client and he said that she could connect with the phone. Then two days later the customer chatted with us and we gave her instructions on how to connect. Afterwhich, she did not reach out to us until days later saying she purchased a local SIM card.
  She should have returned the rental phone immediately after she came back as per our instructions and not literally a month later. In theory, we could charge her for that as per our terms...but we will not as long as we get it back safe and sound within a week.
  
  
  Consumer Response /* (4200, 12, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The last person I chatted with was aware that we only had 2G, the person I was chatting with said we can't guarantee 4G and pretty much wishes me luck. That's what my last conversation with someone was. Like I said I attempted several times to contact however there was never any support available, I waited in a chat for over an hour.
  Second there were no instructions in the box on how and where to return the unit. I reached out the end of September asking how to return, so obviously my intention was to return the unit. If I need to agents that wmail as well I will. Listen you keep my money, because I am far from hurting for it. I am more ****** off that your company is taking no responsibility for providing me with a unit that did not work. Instructions said turn it on and it was ready to go however I ended up having to use my data on my ******** plan and I bought a SIM card in Italy. I will definitely be writing reviews anywhere I can find out the products you provide and the quality of service your company *********** Attached is the email I sent asking where to return the unit before your company emailed me requesting the unit back.