ComplaintsforBluegrass Cellular, Inc

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a family member on my cell phone plan go into the Bluegrass Cellular store, which is now Verizon, in ************* ** to upgrade to the new iPhone and get an $800 credit on her phone broken up on the bill over time. this was the middle to end of November and it is now March 2nd. I have called three times about this issue and they still have not gotten the credit on the bill. No one seems to want to do the right thing and give me a credit that was advertised and told to us in person as well. I have spent a total of 5 hours on the phone the three times I have called about this with no resolution and have been told they are investigating it. but they never call me back when they say they will. I do not like doing this because a business should honor their commitments and they have not. Any help with this issue would be greatly appreciated.

  Business response

  03/03/2022

  Thank you for forwarding Mr. ********* complaint.  Verizon/Bluegrass Cellular welcomes any opportunity to thoroughly investigate a concern by our valued customers.

  I have reached out to Mr. ******* to make sure he knows the credit his account was eligible for has been applied to his account.  He was aware, as someone from Verizon reached out to him yesterday to explain how they did apply the credits.

  Thank you,

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

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

  Verizon/Bluegrass Cellular

   

  Customer response

  03/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
  

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• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* has purchased Bluegrass Cellular and has announced a migration date of services for November 12-15. I will be on an international trip beginning November 13th. I reached out to Bluegrass to try and remedy this situation by being ported to ******* early, however ******* has declined to port me over prior to this date. Now I am currently at risk of having no cellular service while I am traveling which terrifies me. This is completely unacceptable. If ******* has purchased Bluegrass then they need to service my line without interruption, so my lines of service on my account need to be migrated to ******* PRIOR to my international departure.

  Business response

  11/03/2021

  Thank you for forwarding the concern of our valued customer **** *******.  Bluegrass welcomes every opportunity to thoroughly investigate a complaint and respond to a customer.

  Mr. ******* can port his number to *******, there is nothing stopping this action.  The problem is that he will be billed in full for his financed equipment after the port takes place and he doesn't want to lose the promotional financing. 

  We worked out a solution for Mr. ******* to purchase *******'s international service for his travels and we would reimbursement him in the form a bill credit, but he has declined that offer.  

  If you have any follow up questions, please do not hesitate to reach out to me,

   

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

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

  *******/Bluegrass Cellular

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

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

  Customer response

  11/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The representative that contacted me advised me of a prepaid card that I could use, but couldn't provide me with any details of the card that I was asking for. If he could have explained what the International offer was perhaps I would have accepted it but he couldn't. I still have no idea what this International offer was because it wasn't explained to me properly. Nevertheless, I need a solution to ensure I will be able to use my phone when I am traveling next weekend.
  
  Regards,
  
  ****** *******

  Business response

  11/08/2021

  Thank you for forwarding Mr. *******'s objection to the offers we've made.  I apologize that our representative didn't provide more knowledgeable information regarding the use of temporary international service.

  We are honoring the original request Mr. ******* made to port his service early and to allow the promotional device credits to remain.

  This has been communicated to Mr. ******* and he has ported his numbers to *******.  We've made the necessary adjustments to his final account balance.

  Sincerely,

   

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

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

  *******/Bluegrass Cellular

   

  Customer response

  11/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I appreciate the efforts of everyone at Bluegrass for accommodating my request. 
  
  Regards,
  
  ****** *******
  
  

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• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a Bluegrass business cell phone customer 16 years. I use my phone for business purposes. I run a 24 hour boat tow service, so excellent cell coverage is a must and Bluegrass was always superior. Service quality has declined the past 3 years. It is now to the point where my phone coverage goes in and out of service right in my home town and within sight of antennas used by Bluegrass and *******. I have called several times to complain, and I am always brushed off, being told it's my phone (been through 3 new ones now), it's my location (purchased a $350 signal booster from Bluegrass) and basically like everything is my fault. I am sick of it. I thoroughly believe the Jamestown cell phone tower no longer works at all. My service works fine anywhere else I go except in my home county. assumed the ******* sale would have fixed issues, but it continues to decline. All other people I know here have the same issues. Something needs to be done.

  Business response

  09/07/2021

  Thank you for forwarding the complaint from valued customer *** ******.  Bluegrass Cellular welcomes every opportunity to thoroughly review and respond to our customers concerns.

  Our Technical Support team has worked with Engineering to focus on the area of concern reported by Mr. ******.  Through network readings and drive-outs, they could not replicate the issue.  We have reached out to Mr. ****** to give him the results our investigation and while it did not produce the results he was hopeful for, he informed us he would continue on and see if the final migration to ******* would resolve the issue.

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

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

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes I have the unlimited plan for me and ** **** and my phone bill is $55.82 a month and ** ****’s is $103.45 with the same plan I noticed on bill under her phone there’s another unlimited advantage for $40.00 more on her phone but it shows $0.00 on just my phone service ** **** shouldn’t be getting charged for extra $40.00 on service when me and her both have the same unlimited advantage smartphone access plan can’t get no answers from bluegrass when I do get through I get hung up or on hold for hours then when I call back there just plain rude with me say they need to put be back on hold cause there with a customer I’m sorry if I call them first about a problem they should be helping me on taking care of the mistake they made on my bill

  Business response

  08/19/2021

  Thank you for forwarding the concern of valued customer ****** *******.  Bluegrass Cellular welcomes every opportunity to thoroughly review and respond to a customer complaint.

  Our Supervisor, ****** *******, reached out to explain the billing plan to Mr. ******* and I understand the concern was resolved.  If there are any follow up questions, please do not hesitate to reach out to me.

  Sincerely,

   

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

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

  Verizon/Bluegrass Cellular

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

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

• Initial Complaint

  06/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted numerous times to contact higher management at Bluegrass Cellular regarding the internet issues and call drops I have delt with just before the acquisition announced. The supervisor for tech support informed me that the contract has not been violated because it states in fine print they are not required to provide for any given area. They gave me a 25 filler credit which I did not ask for, and when I asked them to provide the report from the dispatchers regarding the very poor connection we have in this area, she rudely said she did not have to provide anything to me, and if I didint like the service to switch. ** *********** Was a member for over 20 years with bluegrass and this is the thanks *** **** and ********** gets. I’m flabbergasted.

  Business response

  07/12/2021

  Thank you for forwarding the concern of customer ****** ****, giving me a chance to thoroughly review this valued customer's concern.

  I asked our Sr. Manager, overseeing Technical Support, to contact Mr. **** to gain more insight on the network issues he is reporting.  We also spent time evaluating the response Mr. **** received from our Supervisor and found some opportunities for coaching.  I apologize for the lack of concern over the service issues expressed and I hope that the communication with Ms. ******* was an improved experience.

  We are still waiting on the results of the recent drive-out testing.  Ms. ******* will be in touch with Mr. **** to follow up.

  Sincerely,

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

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

  Bluegrass Cellular/Verizon

• Initial Complaint

  06/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They're charging me for rental equipment i do not owe & refuse to give back. charging reconnect fees without providing reconnection not disclosing changes in billing

  Business response

  07/01/2021

  Thank you for giving us the opportunity to thoroughly review and respond to Ms. ****** concern.

  We have reached out to Ms. **** to discuss the paperwork required to process the desired changes.  This has been processed and communicated to Ms. **** and I understand this met her desired outcome.

  Please reach out to me if you have any concerns or questions,

  Sincerely,

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

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

  Verizon/Bluegrass Cellular

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

  Customer response

  07/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Court documents were not adhered to, sent check to estate but there is no estate]
  
  Regards,
  
  ******** ****

  Business response

  07/07/2021

  I'm sorry to hear that Ms. **** rejected our response.  We have moved the account over into her name as requested and there is a pending credit of $189.54 on her account which covers the equipment in question.  These actions are based on what was requested of us.

  The only thing we cannot do is provide Lifeline service.  Since the sale to Verizon, we no longer offer that service.

  No further credits or allowances will be extended.

   

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

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

  Verizon/Bluegrass Cellular

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

  Customer response

  07/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******** ****

   

  Bluegrass completely ignored the court order, failed to issue check, keeping me hostage yet again. I have yet to GET A BILL or See any history in my account for last 5 years...AGAIN, ignoring Judges Order. I have yet to receive  emails, snail mail or any correspondence related to a bill new, old or otherwise from the account. I cannot View My Bill on their site

*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. ↩