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:07/07/2025

  Type:Product 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.

  Account * *********** Phone *** *** **** 
  I had a phone replaced through protect cell before the switch of insurance companies happened. I got the replacement phone from protect cell this past Saturday. I was sent a iPhone 16 pro with a non genuine apple screen. The backlight had issues outside I couldn’t hardly see the screen even at full brightness. The backlight is pushing out on the right side it’s not flush. Also seems to have a bow in the screen above the volume button.
  
  What I want done is sent a brand new iPhone 16 pro 128gb I don’t care the color. because I will not pay another fee to replace it since I already paid it once. If a brand new phone can’t be provided and shipped to me then refund my deposit of $400 I paid for the phone and mail me a check. I don’t get any sort of resolution I will be seeking legal help.

  

  Business Response

  Date: 07/18/2025

  This issue has been resolved for the customer.

  Thanks 

  *** ******

  Customer Answer

  Date: 07/21/2025

  
  
  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,
  
  
  
  ****** ********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/30/2025

  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.

  I have been a customer of Appalachian Wireless on my own plan since 2015. Prior to that I was on a plan with my parents for several years as well.
  
  Over the years service has gone in and out, as expected. However over the past year and most recently the past month, service is out more than it is in.
  I struggle daily with dropped calls, losing service in the middle of a giant service area with no barriers. I may have 5 bars while on my phone then while in the same spot go to no service for the next 5-10 minutes.
  As a home health nurse I depend a lot on my phone and chose Appalachian Wireless for the service area covered. Now I seem to have more trouble than it is worth. This is not just my phone doing this as every phone on my plan is currently having service issues as well as several other customers as they have expressed complaints to me as well.
  My bill continues to be high with no discounts despite lack of use of devices unless on wifi.

  

  Business Response

  Date: 07/08/2025

  Please see attached.

• Initial Complaint

  Date:03/26/2025

  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.

  2/19/2025 A C Power Adapter was purchased at Appalachian Wireless Justice Way, Pikeville, KY. The item does not work. We tried to return it but they say it is outside the return timeframe. On 2/18/2025 our community was flooded, several lives were lost, so our thought was helping the community not returning defective product. But when the product was returned they said it was outside the 14 day return policy. They referred me to the Apple Store, they said it was Appalachian Wireless problem not theirs, but if I would give them a credit card to apply the return to they would send me another charger. I do not understand why I have to give them a Credit Card to replace a defective item. I need help getting a refund or a working replacement. I was advised a supervisor would call me back from Appalachian wireless & Apple store..no response yet.

  

  Business Response

  Date: 04/02/2025

  I have received your complaint to the Better Business
  Bureau. I have reviewed the receipt and documentation pertaining to the AC
  Power Adapter that was purchased on February 19, 2025. I see the attached
  receipt outlines our return policy of 14 days. According to the notes on the
  account, you came back to the store on March 20, 2025, stating the accessory
  didn’t work. The Sales Associate informed you of our return policy and, because
  it was an Apple Device, shared that their accessories have a manufacturer’s
  warranty.    
  
  The reason Apple requires a credit card for replacement is
  to ensure they receive the item back and that the issue is a manufacturing
  issue. They actually place a hold on the credit card and if they check the item
  and find that it is a manufacturing issue, they will replace the item and
  release the hold on your card.
  
  Again, we are thankful for your business and are happy to
  speak with you anytime. Customer Service is available Monday through Friday
  from 7a-7p and Saturday from 8a-2p. You can reach us at 800.438.2355.

   

  Customer Answer

  Date: 04/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we should not have to pay for their faulty product.  Like it or not giving out our credit card will put a hold on our money for whatever time it takes for the company to get the product back and mailing products is VERY SLOW.   I realize there is nothing we can do about this thru the BBB so I am considering this ended.  Resolved No...both companies, Apple and Appalachian Wireless are being very unfair considering the disasterous flooding that occured during this timeframe.  People who were actually suffering had to come first.  So yes, we did not get it back within the 14 days, but under the circumstances it is clear Appalachian Wireless is HEARTLESS and do not deserve our business. 

  But we do appreciate the BBB's assistance in this matter. 

  Sincerely,
  
  
  
  ****** ****** for **** ******* *****

• Initial Complaint

  Date:07/22/2024

  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.

  In my area here in at Melvin,ky we have NO CELL PHONE SERVICE, some have very little and the weeksbury area people have none.i cannot use my cell phone at home, so i have to keep a land line, i am very sickly and must have my phones. We pay for the service to Appalachian wireless every month, and yet we cannot use our phones as others do, unless we drive somewhere for signal, sometimes I get one bar, then nothing. WE PAY EVERY MONTH FOR NO SERVICE. All we need is a Tower put here, close by us, I have talked this forever and everybody up here is having problems, we pay taxes etc, yet nothing for us. My niece is a Doctor, lives up weeksbury, and has to use WiFi calling,,Really<<. She needs her phone at all times,, for emergency calls etc. most people here are old and sickly,, question is ?? When will we Get service, will we still be alive? We are always left out her e, and it’s high time something is done about., there is another tower not too far away, but it does nothing for us here, because the hills block the signal from us, WE NEED A TOWER HERE IN THE MELVIN, WEEKSBURY AREA CLOSER TO US.please help us with this. Thank you.

  

  Business Response

  Date: 08/01/2024

  Please see attached.

   

• Initial Complaint

  Date:06/28/2024

  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.

  I contacted you guys before over a bill that was supposed to be $160 ended up being $377. Well I paid that bill and told them if they couldn’t give me what that promised I wanted rid of the service well my bill ended still being over $225 the next $233.31 to be exact. I told them that wasn’t what I wanted rid of that service. They sent a payment thru without my permission I was not setup on auto say or anything like that so called to ask them about it only to be bad mouthed by customer service. I asked to speak to a supervisor they told me they couldn’t transfer calls to her. She could only return them. Demanded I pay a check that i absolutely 1000% did not sign or approve. I absolutely did not set up any type of autopay with them. They caused me problems with my bank I didn’t authorize any type of payment to this bunch because I was not paying for a phone service that was a fortune I told everyone of that bunch that at Appalachian Wireless

  

  Business Response

  Date: 07/05/2024

  Please see attached.

• Initial Complaint

  Date:06/21/2024

  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.

  Pay over $300 a month for phones that constantly drop calls, can’t send messages load anything online without being on wifi. Travel out of state and they just quit working, my wife just had to get a new phone a little OVER A MONTH AGO and it doesn’t work. It will not load, calls drop on it worse than any other AND ITS BRAND NEW! If I’m gonna pay this amount of money it should work at least 85% of the time

  

  Business Response

  Date: 07/01/2024

  Please see attached.

• Initial Complaint

  Date:05/07/2024

  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.

  I have been a customer for 4 year and the last 2 years our phones have not been able to load right even with full service. I was told at the store that if I upgraded to newer phones that me and my wife would have better service and the problem would stop. Well, I upgraded both of our phones and the problem is just as bad or worse. When I call they say that the service is fine and to restart my phone. Now I’m stuck in a new contact for 3 years with phone that take wifi to work(which I had to upgrade my wifi at home do to this).

  

  Business Response

  Date: 05/20/2024

  Please see attached.

• Initial Complaint

  Date:05/06/2024

  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.

  The date started 03/26/24. The guy working there I’m not certain of his name but I can find out who he is there is an ** ********. When u purchased both iPhone 13’s they were on sake for one penny each and all 3 people working there said my bill would $180 a month but u get a ststement for over $300plus dollars this is utter garbage I’ve tried to talk to them

  

  Business Response

  Date: 05/09/2024

  Please see attached.

• Initial Complaint

  Date:03/18/2024

  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.

  We purchased a phone and paid the contract out on the old one. I had my bill caught all up after paying $94.13 (what the employee stated my bill was) after asking multiple times if that was all I owed and if I had another bill coming, he says no. Now here I am with a phone bill waiting to be paid of 402.92…..How does it make sense to keep replying to my questioning as “it’s just how the money was posted is why it’s all showed as a large payment” saying I owed a previous bill when I know better. I pay it every single month online. I am highly upset and switching carriers due to this reason. Their employees need to be alert and know how to describe issues if they are going to be selling phones. I even paid $40 extra that day “to get my account all caught up” so he said. The day I purchased I phone I was out a fortune. $40 to catch my account up. Once again as he said. $70 something to hook the phone up and $152 to buy the old phone out.

  

  Business Response

  Date: 03/25/2024

  Please see attached.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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.

  Fed Government told wireless carriers to protect customers from spam callers . Appalachian wireless has done nothing but tell customers to put their number on the do not call list which is useless . Other companies offer their users apps to stop the spam , Appalachian wireless needs to start doing something for customers instead of their own bottom line .

  

  Business Response

  Date: 02/16/2024

  Please see attached.

  Customer Answer

  Date: 02/19/2024

  
  
  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,
  
  
  
  ****** ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.