Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,978 total complaints in the last 3 years.
- 1,512 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/03/2024
Type:Delivery IssuesStatus: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 purchased a phone (iPhone 11) online, the wrong address was on there and when I called to cancel they said I couldnt and all I could do was wait for the product, I waited, upon delivery confirmation I went to Apt B ( as labeled, I live in apt D) as no one lives in apt b the product was taken. I knocked on the door, went to the rental office, no phone! Calling boost to ask for new phone/refund I was told they had to do an investigation they did 6, and 2 bank disputes. Boost said the return/refund policy after 45 days doesnt apply to me as I never received the product, also on another call I was told I stole the phone, I currently have an iPhone 11 why would I steal the same when I could have ordered a 15!! After speaking with boost today they told me it doesnt matter what that person told me I was after the return/refund policy and there is nothing they could do anymore. I explained to the representative that it was them who drug their feet with all the service tickets and excuses as to why I couldnt get my refund. She told me it doesnt matter I will not be getting my $211.99 refund. Ive exhausted all my options on how to get my money, next is to file this complaintBusiness Response
Date: 04/23/2024
April 21, 2024
***************************
**********************. D
*******, MD 21017
Re: BBB Complaint #********
************ - ************
Dear ****************:
On April 3, 2024, we received your complaint, dated April 3, 2024, filed with the Better Business Bureau.
You stated that you did not receive the iPhone 12 you ordered, and *** indicated the device was delivered on August 14, 2023. You requested a refund, as it is not in your possession.
All claims regarding a missing/undelivered device must be processed through ***.Please contact them at www.ups.com/claims or ************** for further assistance.
Your request for a refund has been denied.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Customer Answer
Date: 04/24/2024
Complaint: 21524002
I am rejecting this response because: I CALLED **** Many times as well. They said it was a boost problem because they messed up the delivery address. I called everyone and did everything I needed to get my money back!!
Sincerely,
***********************Business Response
Date: 05/01/2024
April 30, 2024
***************************
**********************. D
*******, MD 21017
Re: BBB Complaint #********
************ - ************
Dear ****************:
On April 26,2024, we received your rebuttal, dated April 26, 2024, filed with the Better Business Bureau.
You rejected our response, as you contacted *** and they said they were not at fault because the package was delivered to the address they were given. You continue to request a refund for the device you did not receive.
Our records show the delivery address was entered when the order was placed online and the package delivered to this address by ***. Therefore, no refund is due.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Customer Answer
Date: 05/08/2024
Complaint: 21524002
I am rejecting this response because:When I addressed the issue and called because it said B I was told to just wait and see if it shows up there. Go ahead ask to review the tapes, they record them.
Sincerely,
***********************Initial Complaint
Date:04/03/2024
Type:Billing IssuesStatus:ResolvedMore 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 was with Republic Wireless and was supposed to be switched to Boost Infinite. Boost Infinite sent me a letter saying my credit was too bad for Boost Infinite to have me as a customer. After that I signed up with Mint for phone service. Several months later Boost Infinite started billing me. When I contacted them about stopping this they said I have to pay their bill before they can cancel the service. This is absurd after they mailed me a letter saying they refused to have me as a customer. I was the service and bill cancelled and my phone unlocked.Business Response
Date: 04/23/2024
April 19, 2024
*********************
********************* 1
*****, NE 68131
Re: BBB Complaint #********
************
Dear **************:
On April 9, 2024, we received your complaint, dated April 3,2024, filed with the Better Business Bureau.
You said that you were a Republic Wireless customer and supposed to be migrated to ********************** Infinite; however, you received a letter denying you service because of your credit. A few months later, you were billed. You requested the balance be waived,your account canceled and your phone unlocked.
When we spoke on April 18, 2024, I informed you that you made the same request on November 1, 2023; at that time, you were advised the phone is unlocked and requires an additional unlocking PIN #******** to complete the process. When we spoke again today, I confirmed your phone is unlocked,but you said that you had not yet attempted to input the unlocking PIN.
Your account has been canceled and the balance waived. You need to input the unlocking PIN of ******** to unlock your phone. Please contact the phone manufacturer, ********* if you cannot complete the unlocking process.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*****************************Customer Answer
Date: 04/24/2024
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
Date:04/03/2024
Type:Sales and Advertising IssuesStatus: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've been trying to purchase a new phone online I saw one for 9.99 I processed to purchase it it would then go to a screen telling me that I could save by buying a second plan then it went to telling me about a 60 monthly plan I've had a 35 monthly plan since 2009 I've been with them since 2008 I've been trying since Friday I have also been on their online help line 6 different times they also went back to their help line this morning I called them I was told that I was unable to get a new phone unless I got the 60 a month plan that's the only way I could get a new phone later I called again and was told that they have new phones that I could get but I would have to pay 40 a month so I said okay they told me to go on boost one app when I went to that website and tried to download it my phone said website not available so I called them back when I told the lady my problem no one would say anything I kept saying hello and got no responseBusiness Response
Date: 05/01/2024
April 30, 2024
***************************
******************************************* 110
************, ** 19121
Re: BBB Complaint #********
************ - ************
Dear ******************:
On April 5, 2024, we received your complaint, dated April 3, 2024, filed with the Better Business Bureau.
You stated you are having trouble upgrading your device. You also requested to keep your current plan with the upgrade.
A system issue that has since been resolved affected your ability to upgrade.Please retry the upgrade on ***************************************. If any issues are encountered, please contact me directly at **************.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Initial Complaint
Date:04/02/2024
Type:Service or Repair IssuesStatus: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.
Boost suspended an unlimited account. Text from ********************** said it was used too much. IT I S UNLIMITED!!Boost is not prorating amount Ive already paid.I am unable to use the phone I bought from Boost. It is locked until 11-2024.When I purchased phone in ****** I specifically asked if I could change providers. I was told by a Boost salesperson I could transfer after 30 days. This is not true.BoosBusiness Response
Date: 04/11/2024
April 4, 2024
Ms. *********************
************************************
**********, ** 36117
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 3, 2024, we received your complaint, dated April 2,2024, filed with the Better Business Bureau.
You said your account was suspended. You were also informed you use the service too much despite being on an unlimited data plan. In addition, you indicated that we are not prorating the amount you pay, your device is locked and a salesperson informed you that you could transfer after 30 days.
A review of your account activity shows that it was in violation of our terms and conditions due to traffic pumping. This is when high-cost-volume operators such as chat lines, free conference calls, or broadcast entertainment are contacted. A message was sent warning you of this activity, but it was disregarded as these calls continued. To review our Acceptable Use Policy, please visit *************************************************************************************************.
For any additional concerns regarding this issue, please email ***********************************.
Our records show you received a refund of your last payment of $60.00. Please allow three to five business days for processing.
The unlock policy, which is also available online, states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock a device. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.
We regret any inconvenience you may have experienced.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:04/02/2024
Type:Service or Repair IssuesStatus: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 bought a 1 year service at boost mobile for $150 and phone number was assigned is *************. I was not made aware that I had to bring my own phone. I was trying to buy a phone through boost once I realized I was only going to get a sim card. The phones are full price and not discounted like they usually are for new customers. I am a new customer and customer service was rude to me trying to resolve this issue and keeps telling to buy a boost phone online as a new customer for $9.99 and buy a plan with it? Why would I do that if i already bought a plan? They told me i have to buy a phone before picking a plan and I didn't know that because online it never suggested something like that. And why would i pick a plan and sign up for a new plan just to get a discounted phone? That is a waste of a phone number. **************** also told me to go buy a phone from the boost store but I don't have access to car. I am disabled and on a fix income and this is very inconvenient to have a sim card but no phone to put it. **************** also disconnected the chat when i was trying to read their response. I don't appreciated being treated like a big dummie.Business Response
Date: 04/11/2024
April 4, 2024
*****************************
**********************************************
******, ** 78726
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 3, 2024, we received your complaint, dated April 2,2024, filed with the Better Business Bureau.
You said that you were unaware you would need to bring your own phone to get service. You also mentioned that the phones are at full price and not discounted as usual for new customers.
When we spoke today, I informed you that you select to either use your existing phone or purchase a new one, but you insisted that you were not given an option. The $9.99 phone you reference is a Celero 5G and only available with our $60.00 monthly plan, which you said you could not afford. I offered to assist you in purchasing another qualifying phone, such as the Boost Summit Flip for $59.99, which is the lowest-priced option, but you said that you would look for a phone at a lower price. I strongly advised that you check for compatibility on our site before purchasing, which you agreed to do. If necessary, I also agreed to refund your initial payment.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:04/02/2024
Type:Service or Repair IssuesStatus: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.
Got new phone 4-5 months ago. Voice mail worked for one week and then stopped working. I have been in contact with boost mobile support several times and have got no resolution. They keep passing me from one person to the next and doing the same thing over and over again and nothing is fixing the problem. I told them they needed to fix the problem or replace the phone. I have tried everything they have asked and nothing is helping. They just send me to someone else to go through the same thing. I have spent several hours 2 different times trying to get this fixed and nothing is helping.Business Response
Date: 04/11/2024
April 4, 2024
Ms. *********************
********************************
*******, ** 49028
Re: BBB Complaint #********
************ - ************
Dear ****************:
On April 2, 2024, we received your complaint, dated April 2,2024, filed with the Better Business Bureau.
You said that you purchased a new phone approximately four to five months ago. Your voicemail worked for one week and then suddenly stopped. You indicated that you have gone through all necessary troubleshooting steps, but it has not resolved the issue. You requested a replacement device.
Our records do not indicate that you have gone through all applicable troubleshooting steps, as you continue to call into customer care from the same device you have issues with even though you have been told not to.At this time, we strongly urge you to contact customer care from a different device and speak with our advanced technical team, so they can go through all necessary steps in an attempt to resolve your concern.
A review of your account reflects that your device, the ******* Galaxy A54, does not have insurance. As it comes with a limited one-year manufacturer warranty, you should contact ******* to inquire about a replacement.
In the interest of customer service, a credit for one month of service has been applied to your account.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:04/02/2024
Type:Service or Repair IssuesStatus: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.
Please be advised that boost mobile is engaging in intentional fraud upon the consumers. On the 27th day of March 2024 I contacted customer service @ 611 and spent 25 minutes and 26 seconds on a recorded phone conversation with two individuals one being a supervisor. I explained what the definition of unlimited access means in legal terms. Both representatives knowingly admitted on a recorded line, that my month to month service contract of $60.00 was in fact unlimited service data, however boost mobile admitted that they are in fact limiting consumers to limited data of 50g per month. And Once a customer reaches the 50g they want you to purchase more internet data which is contrary to the original contract agreement. The supervisor attempted to contend that I only have 3g data access, and that I'm limited to certain uses on my phone, I again explained what unlimited data access meant legally and that what boost mobile was engaging in was fraud upon their consumers. The supervisor stated on a recorded line was that they in fact could limit the consumers data to 50g and alter the contract of unlimited data usage. Boost Mobile should be investigated and said complaint should be forwarded to the *** for consumer fraud.Boost Mobile has actual knowledge of exactly how they are defrauding consumers data use, and need to remedy the data use policy and change their advertising which states unlimited data plans, and not change consumers contracts or require the consumers to purchase more data on their plans.Business Response
Date: 04/11/2024
April 4, 2024
*****************************
************************************************************
Re: BBB Complaint #********
************ - ************
Dear ******************:
On April 3, 2024, we received your complaint, dated April 2,2024, filed with the Better Business Bureau.
You said that you are on an unlimited plan, but you only receive 50 GB of data each month. You expressed frustration with having to pay for extra data packs, and that our advertisements should be changed. You requested to be reimbursed for all the money you have paid and to receive a billing credit.
As stated in the Boost Mobile Terms and Conditions, for unlimited data plan customers that use more than 35 GB of data during a given billing cycle, we reserve the right to de-prioritize or reduce the speed available for the remainder of that current billing cycle.Additionally, this information is clearly stated on our website, and you accepted these terms and conditions by activating and using our service. You can find additional information here: ***********************************************************************.
Please note, any data packs must be purchased outright.
Your request for reimbursement and/or credits is not warranted.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 04/11/2024
Complaint: 21513921
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 04/16/2024
Please be advised that BBB, isn't resolving complaints by the consumer, insofar as actually reading boost mobile response 1) said complaint offered viable consumer fraud on behalf of boost mobile, that they control consumers data which affects the phones they sell and data purchased by the consumer 2) boost mobile written response was that they do in fact control consumers data and force them to purchase more data, there are no postings in their stores stating facts under any terms or conditions, it states these are ************* plans we offer when we are the carrier HOW IS THIS NOT DEFRAUDING THEIR CONSUMERS, BBB SHOULD LOOK OUT FOR CONSUMERS SUCH AS THEY ADVERTISE, NOT BOOST MOBILE WHO ADMITTED IN THEIR RESPONSE WHAT THEY ARE DOING TO CONSUMERS. BBB IS A CONSUMERS PROTECTION WATCH DOG AND I'M STARTING TO WONDER WHY THE BBB EXIST IF THE MAJORITY OF COMPLAINTS THEY SIDE WITH THE BUSINESSES WHO ARE DEFRAUDING CONSUMERS.Initial Complaint
Date:04/01/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Boost Mobile is refusing to unlock my 3 phones from their carrier which is a clear violation of the August 1st 2014 Unlocking Consumer Choice and Wireless Competition Act. I owned these 3 phones for many years and none are leased or have money owned but they claim I need to stay with them until May 26th before they can release my phones. I have been with Boost for over a decade and the person on the phone *** and her manager ***** both claimed they have a 12mth policy when every phone is 3+ years and older that's been on Boost Mobile the whole time.Business Response
Date: 04/11/2024
April 4, 2024
*****************************
***************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On April 2, 2024, we received your complaint, dated April 1,2024, filed with the Better Business Bureau.
You said that Boost Mobile is violating the Consumer Choice and Wireless Competition Act (CCWCA) because we will not unlock your phones before they have been active for 12 consecutive months. You said that you have had your account and these phones for several years.
I attempted to contact you at the number you provided in your complaint, but it is no longer in service.
An in-depth review of your account found that, although it was migrated from the **Mobile/Sprint system on May 26, 2023, it was activated prior to this date.
As I stated in my email I sent you today, the phones associated with the numbers ending in 0905 and 2809 are unlocked.
Although we unlocked the phone associated with the number ending in 4941, it also requires **Mobile to submit an unlock authorization to completely unlock it. Because support for this particular model ended in the spring of 2021, this might not be possible. I will reach back out to you once we have more information.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 04/11/2024
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
Date:04/01/2024
Type:Product IssuesStatus: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 was alerted by my bank of an unauthorized charge to my account in the amount of ******. I have not had any interactions with this business nor did I authorize them to charge my bank account.Business Response
Date: 04/16/2024
April 9, 2024
*************************
*************
********, ** 19038
Re: BBB Complaint #********
************ -************
Dear **************:
On April 2, 2024, we received your complaint, dated April 1, 2024, filed with the Better Business Bureau.
You said that a $144.00 charge appeared on your bank statement from Boost Infinite even though you have never signed up for our services.
To file an ID theft claim with DISH Network, please submit the following:
DISH Identity Theft Affidavit - Please include your full Social Security Number on the affidavit. The affidavit must be signed and dated to be valid.
A legible copy of a valid U.S. government issued ID (drivers license, military ID, state ID card, passport)
Proof of Residency - Please provide proof of your physical residency for the month of (month and year the account was initiated). Acceptable documents include electric bills, gas bills, water bills, bank statements, credit card statements, monthly mortgage statements, monthly car insurance statements, and medical bills. The documents must show a physical address and a statement/billing date within the correct time frame. PO boxes will not be accepted.
This information should be uploaded through our website at www.dish.com/fraud. Click on Begin Claims Process and follow the prompts.
If you prefer to mail in your documents,please send them to:
DISH Network L.L.C.
Attn: Identity Theft Team
PO Box 9040
*******************
Our records show you spoke to two agents who gave you instructions on how to create a report for fraudulent activity.
As mentioned in my voicemails and email sent to you, please feel free to reach out to me either via responding to the email sent, or by phone at **************, if you require any further assistance with this issue.
We apologize for any inconvenience this may have caused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******,CO 80210
*****************************Initial Complaint
Date:04/01/2024
Type:Service or Repair IssuesStatus: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 dropped my phone and tried to go into a Boost Mobile store to try to get it repaired but it is now a Metro Mobile phone. So I found a Boost Mobile store on **************** in the city of *********, ** where I live. I went in but couldn't get see because there was only one person working and she had an irate customer to take care of. I did wait for an half hour but the customer's issue had not been solved. I decided to come back another time. It took me about a month to go back because the store is not in my area, when I went back, it was now another Metro Mobile store. So, I recently tried two other stores, but these were simply just closed. I called the ************ customer service line for **********************. The person put in my complaint, but it got denied because it was too old, even though I told her that I tried first through the local stores. Then she "escalated" my repair complaint and I received and email saying *********** After careful review of your escalation with the number ******, we are pleased to let you know that your escalation has been resolved, and your Claim can proceed. To complete your Claim simply visit ********************************, log in to My Plan, select your claim, and complete the necessary steps." I tried what was suggested but the website for Likewize repairs, said that they did not have technicians in *********, **. When I called the company back, the only suggestion that they could find was "Is there any state close by that you can go to get your phone repaired."He could not come up with a way for me to get my screen repaired. It is not right that I have been paying insurance on my phone all this time, with no way to get it fixed. Boost Mobile does not take any responsibility for this issue. I think that I should get a full refund of the cost of the insurance money since the date of purchase, $203; or a new replacement iPhone XR.Business Response
Date: 04/16/2024
April 5, 2024
*****************************
**************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 1, 2024, we received your complaint, dated April 1,2024, filed with the Better Business Bureau.
You said you dropped your device and tried to take it in to a retail store to have the screen repaired, but the stores in your area are no longer in business. You also said that the Likewize website did not provide any stores in your area for repair either. You requested a full refund of the insurance ($203.00) or a new iPhone XR.
You will need to visit a store to fix your screen. The Boost Mobile store locater (****************************************************************************) shows that the one on ******************* you referenced is currently open. We recommend that you call ahead of your visit to ensure they have the availability to assist you.
Your request for a refund and a new phone are respectfully declined.If you wish to have Boost Protect removed, you may do so by calling into customer care at **************** or you can reach out to me directly at *************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Customer Answer
Date: 04/22/2024
Complaint: 21513571
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 04/23/2024
Hello,
I responded to the response given by Boost Mobile yesterday. I would have done so sooner but I never noticed the email, I just saw it yesterday. I do not agree with their rejection of my complaint or my resolution. They claim that there is a Boost Mobile located on ******************* in the city of *********. I looked it up again and went to the address today. According to The Boos Mobile website the address is ************************************. There is no Boos Mobile store there. There is a Metro Mobile at 1462, shown in the picture that I've attached. There are no other phone stores in that area. Next door is a used car dealership. Also, my resolution amount is $230, the cost of the insurance that I've pain since I purchased the phone on 10/16/21. Or a new iPhone XR. Your communication History page says that I was requesting $603. I stand by my dispute. The company is quietly closing one store after another. It is very unfair to their customers. If in fact the Metro ********************** stores take Boos Mobile customers, I would be happy to go to one to have them fix my phone as long as I am not paying to have it repaired myself.
Business Response
Date: 05/01/2024
April 30, 2024
*****************************
**************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 25, 2024, we received your rebuttal, dated April 25, 2024, filed with the Better Business Bureau.
You maintain there is no Boost Mobile store on ******************* or any store located near you. You requested $230.00 or a new IPhone XR.
I confirmed the store on ******************* does indeed exist,but it is an authorized retailer. The store at ****************************************************** may be able to assist you, but it is recommended that you call them beforehand to confirm.
Your requests for a refund and a new phone are declined. If you wish to have device protection removed, please do not hesitate to contact customer care at ************** or me directly at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Customer Answer
Date: 05/08/2024
So, I called to confirm that that Boost Mobile Store at *****************************************************************. The problem is now that I just dropped the insurance at the end of April because I didn't want to be charged for insurance that I could not use. Since I was trying to get it fixed before doing so and at the time that the screen was broken, would they have that store honor the claim that was made and pay for it?
Sincerely,
*************************
Business Response
Date: 05/16/2024
May 14, 2024
*****************************
**************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 13, 2024, we received your second rebuttal, dated May 13, 2024, filed with the Better Business Bureau.
You confirmed the store at *******************************************, but you no longer have device insurance. You want to know if the store would fix your device and honor the claim.
Our records show that your claim was rejected by Likewize. Unfortunately,we cannot repair/replace your device.
We regret any inconvenience or confusion.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Customer Answer
Date: 05/17/2024
Complaint: 21513571
I am rejecting this response because: When I had the insurance and couldn't locate a store, ******** said that they did not have a technician available in ********* **. Now that they are refusing to fix my phone, I will take all of my correspondence that I've had thus far and complain to Consumer Affairs and to the Attorney General in both *** and **********. This is unfair business practice, as well as poor customer service. I paid for my phone service and the insurance every month since I bought my phone in October 21. This is how this business chooses to treat their customers will also put my view of this company on my ****** review page.
Sincerely,
*************************
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