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:01/28/2025

  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 ppayed to purchase a celular phone to send to my step daugther in **** I paid aerial express stated 3 business days since I purchased on Monday January 20th I did not count till statert Tuesday. It has been a week and they can not tell me when it will be delivered they can not tell me where it is at. Oh and they do not have anybody that speaks english I was told if i wanted to speak to an adminostrator i had to go in person to there offices in Miami.They are commiting frauds they are over charginf for services and not rendering what is promised

  Business Response

  Date: 01/29/2025

  
  Thank you for your feedback. After reviewing your order, we found that the address entered during the purchase was incorrect, which caused the delivery attempt to be unsuccessful. We now have the correct address on file, and were pleased to inform you that your package will be delivered soon.
  We apologize for any inconvenience this has caused and appreciate your understanding. If you have any further questions, please feel free to reach out.
  Best regards,
  **** *******
  **************** Team
  

• Initial Complaint

  Date:01/08/2025

  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.

  On December ******* I attempted to put money on prepaid card on their website, my mistake was that I put the area code and according to them I did not need to do so, therefore my relatives did not receive their prepaid balances and although they know the mistake they refuse to correct it. ****** in their main office told me that the balance went to that phone number with the additional digits, that is unheard of, no other country has the first 4 digits, nor does any other country have more 10 digits. If they say I put the extra 2 digits that would make it 12, I googled it, and it does not exist. The problem is anything related to Cuba they abuse and scam people because the majority of their client do not speak the language. This is unexpectable, you can fix issues like this on the computer. Also, employees are very rude and condescending. This should not be permitted. All I want is for them to put the monies on the correct phone numbers.

  Business Response

  Date: 01/09/2025

  Thank you for your patience, and we understand your frustration.
  However, please note that we are not responsible for any incorrect information inputted by the customer during the order process. Once the transaction is completed and the funds are sent to the cell phone company, the transfer is processed and cannot be reversed. We always advise customers to double-check all the details, including the phone number, before submitting any payments.
  We understand that mistakes can happen, but unfortunately, once the transaction is processed, we do not have the ability to modify or reclaim the funds from the cell phone company.
  We sincerely apologize for any inconvenience this has caused. Thank you for your understanding.

• Initial Complaint

  Date:02/01/2023

  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.

  On dic 7 my wife *************************** and me buy a ticket *** to havana dic 18 to jan 16 thru ********, the lady ***************************** exzplain me buy the ticket there because she **** the pound a $1.,00 ans we proceed to buy. When dic ********************************************************************************************************************** $812 in cash and i have to travel with $300 me and me wife that we travel for personal problem ***** a horrible fraud with two seniors. We need our money back because we life under our retirement., when we come back she said the policy change ans show me another paper that i never sign this is fraud

  Business Response

  Date: 02/01/2023

  To whom it may concern :

  We have reviewed the case and the client was informed of the airline's policies. The airline does charge the first 2 bags at $1.00 per pound but the customer brought a total of 3 bags each, it is for this reason that the third bag was charged at $2.00 per pound. The airline complied with its policy as did the employee explaining to the customer that the airline had $1.00 for the first 2 bags. We are sorry for the problems caused but we cannot offer you a refund at this time since it was correctly charged to the customer.

   

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18958613
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/03/2023

  I am sorry but the respond to the complaint , the customer wrote he is rejecting the response because........ and he didn't put any other comments. I believe is incomplete

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18958613
  
  I am rejecting this response because:
  
  Sincerely,
  I am rejecting this response because:
  Because when I buy my tickets the policy that she offer me was $1.00 and she print the policy from her computer and now she send another policy.  Some of the airline when have the flight empty use must of the time some marketing and then when the flight its over change the policy and maybe this is the reason but in my case they have to kept my policies.  Then they charge me a checkin fee and sanidad fee and she never explain me that.
  *************************

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18958613
  
  I am rejecting this response because:
  Because when I buy my tickets the policy that she offer me was $1.00 and she print the policy from her computer and now she send another policy.  Some of the airline when have the flight empty use must of the time some marketing and then when the flight its over change the policy and maybe this is the reason but in my case they have to kept my policies.  Then they charge me a checkin fee and sanidad fee and she never explain me that.
  *************************

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

  Business Response

  Date: 02/04/2023

  if the customer has a different policy , we will need prove of this in order to proceed, since the only policy the airline has is the one it was send prior in this claim

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18958613
  
  I am rejecting this response because:
  
  Sincerely,

  the policy that cubamax give me i send the copy but i attach in this email.

  
  
  *************************

  Customer Answer

  Date: 02/09/2023

  This is the policy that she give me the first time