Complaints

This profile includes complaints for Viaero Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Viaero Wireless has 23 locations, listed below.

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  Viaero Wireless

  1220 W Platte Ave Fort Morgan, CO 80701-2949

• 

  Viaero Wireless

  1 Rogers Rd La Junta, CO 81050-9674

• 

  Viaero Wireless

  1202 E Olive St Lamar, CO 81052-2952

• 

  Viaero Wireless

  198 E Ave Limon, CO 80828-5077

• 

  Viaero Wireless

  833 10th Ave Sidney, NE 69162-1607

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:04/17/2025

  Type:Service or Repair 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 had an iPhone that had a half blacked out screen. Called In to file a claim. They said they needed phone unlocked and mailed back and they were sending a new phone out. Told them we couldnt unlock it because the screen was broken. They said thats fine just give us your password and other info so we did. Mailed the phone back and about a week later for an email saying they couldnt get into the phone and needed more info. Called them back and gave them more info but they still struggled. They told us to unattach it from the ****** and they could just reset it. That was itor so I thought. I had over $1000 take out for my next autopay phone bill. The bill online only showed a $238 for the monthly bill but they had taken another $866 with no explanation on the bill. Called in on Monday since it happened over the weekend. They said it was because of the returned phone. We didnt do what we were supposed to. We did everything we were told to do. Even the supervisor I asked to speak to got nasty with me. They said the $866 showed up on my next months bill even though they already took it out of my account. They said they still couldnt get into the phone and called and left messages but we have no missed calls or messages or emails from them. I would like to know why/how I can be charged without a bill being sent. Why it was charged to me and taken out of my account when we did everything they asked us to do to open it. The supervisor couldnt answer My questions and told me she was done talking to me. I would like to know how they were able to add it to my exhausting monthly bill without notice. They just kept saying it wasnt u locked like it was supposed to be but like we told the first ****** the screen was half black and unable to open

  Business Response

  Date: 04/18/2025

  Ms ****** was charged for a device that was returned locked and remained locked for more than 30 days.  Viaero does not have control, nor can any changes to a customers device be made with Apples security, without the information provided from the customer.  ********************** contacted the customer multiple times via phone calls and email requesting the unlock information to avoid a charge to her account.  On April 14th Viaero was provided the necessary unlock information and promptly reversed the charge that was placed on the account.  Futhermore, Viaero also then also reversed the auto-pay transaction that was processed on April 13th, returning the funds back to the customer.  
  

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair 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.

  My husband and I were customer for years with this company purely because of location. They cell service was not great but thats besides the point. We moved out of area and now live else where. We have not been with them for two years. I was needing an old fully paid for phone unlocked to use since our current one got smashed. It is needed for work. They refused to help me because I wasnt the main person on the account. Even though I was the only person to ever deal with them. I have previously unlocked two phones with them. They were rude and uncaring. I had all the right account information and everything.

  Business Response

  Date: 09/05/2024

   Per FCC regulations for account security and to prevent fraud all accounts must be verified prior to releasing any information concerning accounts or devices.  ******** was advised of needing account verification numerous times this morning (8/5/2024) and Viaero requested that she have the account owner contact us. The account owner called into Viaero 8/5/2024 at 7:57 MST and this unlock request was requested.  As advised on the 7:57 call the unlock request was submitted and these take 24 hours to complete, the **************** *** will call the customer back once the phone is unlocked.  

• Initial Complaint

  Date:06/14/2024

  Type:Order 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.

  In 5/4/2024 I went to the Viaerro Wireless office in Scottsbluff in response to a media ad for their services. My husband and myself contacted the customer service agent there and she showed us various phones and plans. We selected two phones and the 55+ Unlimited plan for $25 dollars a month. The female agent looked up the trade in value for my husbands Galaxie 20+ 5g and told us it was worth $700 in trade in value so we proceeded to sign up for Viaerro services based upon the trade in value. When we got our first bill of $349.61 we called the office in Scottsbluff to find out why it had been changed so much from the promised amount. We were told first that the agent who signed us was”no longer with the company” and that they were not honoring the trade value set by their agent and instead changed it to a $70 trade value AFTER signing the contract. So they started giving us the “stall and shuffle” tactic and said someone would get back to us. A different agent, Giovanni, texted on 6/10/24 at 4:07 pm, and I told him that the only reason we signed up was because of the promised trade value and now they were changing that AFTER the contract was signed. So the stall and shuffle began where he had to contact the manager and then offered excuse after excuse and passing the blame. He said the manager would contact us and that was also a lie. They just swept us into a corner for discarding. We have all receipts and texts. They charged us a $500 deposit which we paid and then we got the horribly inflated bill and secretly rescinded the $700 trade in value that their agent quoted us. When Giovanni contacted us later we told him to unwind the deal since they were going to renig on their promise of $700 trade in and return our phones. Giovanni said our phones would not be returned and offered me a $70 credit for my husbands $1,200 phone. He said the manager would contact us and that was a lie. This was a total bait and switch from the first word.

  Business Response

  Date: 06/25/2024

  Viaero worked directly with this customer to resolve this prior to Viaero being notified of the complaint. 

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair 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.

  Been experiencing issues with their network and data connection for over a week. Their IT area has horrible customer service. They created a ticket and I asked them multiple times to not dial the number experiencing issues because it wasn't able to receive calls because of the issues with their network. I asked them to dial my number which they continued to not do. They'd call the other number that wasn't working and then say they tried reaching out and we could never progress with finding a solution. I'd call and they would just add more details to the ticket without any resolutions. They have terribly long hold times and they've hung up multiple times and they never call back. Finally got tired of waiting for a solution and switched to a different carrier. They continued to drag their feet and were delaying releasing the phone number. Overall it's been a terrible experience and they shouldn't be in the phone carrier market.

  Business Response

  Date: 10/09/2023

  Mr Garcia notified Viaero of service issues on September 22, 2023 and a ticket was created for investigation on his reported dropped calls and audio issues.  On September 30, 2023 a port out request was received however the porting pin was not correct therefore the port request was rejected.  Mr Garcia called into Viaero after the port request was rejected and was advised of the correct porting pin.  When Viaero received the second port out request the request was confirmed and Mr Garcia's account was cancelled once the port was completed with the new carrier.  Service fees that had been paid in advance have been credited to Mr Garcia's account.

• Initial Complaint

  Date:09/19/2023

  Type:Billing 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.

  Have a month to month account with this cell pervader I do to heath reason I couldn't get the bill paid in time so the phone was deactivated august 31 2023.
  On 9 19 2023 I received a bill for the time the device had been deactivated. It's a month to month account not a contract for years
  How can I be charged for something I did not receive?

  Business Response

  Date: 10/06/2023

  Mr Lambert was on a Viaero post paid plan thus generating a bill each month, services were suspended 8/31 as the account was past due.  Mr Lambert has now terminated his service with Viaero and upon the final bill cycling a credit will be applied for the services he was billed for and did not use. 

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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 purchased an Iphone 12 Pro from the Scottsbluff Viaero store 13 months ago and this week a virus attaacked my phone and has left it absolutely useless. I cannot press any buttons nor can I turn it off. The store in Scottsbluff Ne and in Sterling Co were not able to help me at all. I find it odd that this happened soon after the warranty expired and it was not due to a physical defect or damage. I will be moving out of state soon and find it senseless to purchase a new phone or use my assurance to get another yet still have to pay it off once I am unable to use it at the new location. With all the refurbished phones that Viaero deals with, I am unsure why this is not an option to offer customers in this situation. I have been a customer for 10 years.

  Business Response

  Date: 08/18/2023

  Viaero has worked directly with this customer and has posted a credit for this device.

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair 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.

  Removed a phone and tablet from our account due to lack of reliable service December 28 2021. This process was done in the Scottsbluff Nebraska store. Wife returned a few days later to have her name put on the account as primary and to make sure the tablet and phone we had removed had been taken off out bill. The store I formed her that it had been taken care of. Well....18 months later, we discover that we, in fact, have still been making a payment on the tablet we were told had been removed as requested. Called on 6-22-23 to ask why the hell we were still paying foe service when none was being provided snd the tablet had been removed. Basically told too bad so sad, pay attention to your bill. Refused to reimburse us the amount over paid. Screw these guys. Nothing but crooks. Offered $450 our of roughly $1650 they've been screwing us our of for 18 months. All because theylir employees can't do their job.

  Business Response

  Date: 06/29/2023

  Mr Milam visited a Viaero retail store on 12/28/2021 to pay off installments on one line of service and to add his wife to the account as he was porting this line to a new carrier. 12/30/2021 Viaero received the port out request for one line of service to be transferred to a new carrier and this was the line of service that he had paid the installments on.  A bill cycled after this port out request was completed and Mr. Milam called into customer service and the billing  was discussed - at this time the account had 3 active lines of service.  This customer has renewed lines of service since and has taken advantage of promotions and has never notified Viaero until June 22, 2023 that a line was to be cancelled in 2021.  The monthly recurring charge for 3 lines of service is $106.25/month and the charge for 2 lines is $80.75/month.  Mr. Milam was not over charged $1650 for this tablet line nor do our records indicate that he ever called to have this cancelled. The difference in the billing is $25.50/month, iand in good faith Viaero posted a credit to Mr. Milam's account in the amount of 450.00 for the difference in the charges. 

  Customer Answer

  Date: 07/03/2023

  Complaint: 20224321
  
  
  
  I am rejecting this response because at no time have I larticipaye din promotions of the line you left on our bill.  When we went to the retail location to remove both the tablet andnl phone from our bill, we were never told we had to "call in" to cancel.  That's the dumbest shit I've ever heard.  Why the hell would I need to call in to corporate when the retail employee said everything was taken care of?  And when my wife went back to show her teacher ID for the teacher discount she was told everything was good and that there was nothing further we needed to do.  
  
  Regards,
  
  
  
  Tyson Milam

  Business Response

  Date: 07/17/2023

  We are very sorry Mr. Milan is upset but we’re not sure what
  it is he wants as he ported out his line in December of 2021 and subsequently
  cancelled his tablet in June of 2023 claiming he had overpaid for this line for
  18 months. The tablet line was $25.50/month and on June 22, 2023 we credited
  his wife’s account $450 for 18 months of that service as he requested. Also in
  December of 2021 we made his wife the primary account holder as they requested
  and we confirm she has the Teacher Discount applied to both of her lines. We
  believe we have done everything Mr. Milan has requested.

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  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.

  Nov. 22, 2022. VIAERO Wireless
  My wife and I closed account #******; phone and tablet
  Bill paid: $72.12. 11/21/22
  
  Dec. 21, 2022, Viaero wireless sent a bill of $26.06. I called viaero wireless and they insisted that I did not close the tablet, only the phone. I insisted that I did, but they wouldn't listen to me. I was so disgusted with them so I paid the bill and told them not to bother me anymore and make sure to close the account. They assured me that they would.
  
  Jan.11, 2023, received a bill for $39.64
  Access charges 30.00, taxes and surcharges 9.64. I have not paid this bill because I believe the wireless provider is being incompetent and unfair.
  This company is deceitful, dishonest, and has no credibility whatsoever for a wireless provider.
  I don't think what they have done to me is right.

  Business Response

  Date: 01/18/2023

  Viaero apologizes that this customer received this bill in error and we have worked directly with this customer to correct the bill and a refund is being sent.   

  Customer Answer

  Date: 01/22/2023

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