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:07/05/2023

  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.

  For the past several months I have been paying over $400 a month for a phone service that I can not use. My phone stays in SOS mode all the time and I never have service. I have been forced to switch over to WiFi calling in order to call out on my phone. Ever since Appalachian wireless took their 3G and switched to 5G these issues have been going on. I have talked to the company several times regarding the issue and we could never get to a resolution. I do believe that Appalachian wireless should have to reduce a lot of customers bills because we as customers has had issues since the day they made their switch.

  

  Business Response

  Date: 07/06/2023

  Please see attached.

• Initial Complaint

  Date:05/31/2023

  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.

  Ongoing cellphone contract and since January 2023 ( when 3G service ended) they no longer provide the same service. they have offered no reasonable solutions for my significant serve reduction and no fee reduction, etc in monthly contract fee. I have contacted them twice and was told there’s “nothing they could do” I have tried all their suggested fixes for this situation but none have resolved or improved my service. I continue to pay my usual contract fee and often overage due to their lack of coverage. They get my monthly fee and overage fee.. they have no incentive to correct my (and many others) disruption of service.

  

  Business Response

  Date: 06/05/2023

  Please see attached

  Customer Answer

  Date: 06/07/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I have done the wi fi calling and it has been ineffective in this situation.  When using wifi calling, our voices are unable to be understood due to excessive break up or sounding like poor audio automated voices.   I was told to utilize airplane mode on my phone so the towers would not be used during calls in an attempt to improve cell service. All places do not have wifi and I am unable to make or complete calls that in the past I could always do. I was also told to be sure all updates on my device is current and to turn my phone off an on to allow updates.  This has also been ineffective..   I can not make or complete calls on route 460 to south US 23 which is necessary due to my employment. The Ivel office, when contacted in May 2023, informed me that AW was looking at installing new towers over the next 1-2 years and in the meantime, there are no plans to help me or current customers during this time.   When I asked to speak to a manager about this situation, I was advised that I could speak to someone else but was they would tell me the exact same information and I was discouraged at the lack of concern and felt as if I had wasted my time as well as my money. I have been an AW customer for many years and until now have been satisfied with my service.  Now, I pay close to $300 each month for cell service through your company for less than half the service I have been accustomed to having. When I inquired about some type of compensation for the lack of service now provided, I was told there no plans to compensate the customers due to the diminished coverage.   My job requires me to have coverage at home and on the road and I have no foreseeable solution with this per your staff.  I would like to be compensated or released from my contract so I can seek another carrier that can accommodate my needs. 
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/11/2023

  We have discussed this with *** *** **** ******* and this can now be closed.  

  Thanks

• Initial Complaint

  Date:05/31/2023

  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 have recently signed a two year contract with this company and they were to do updates to 5G. I along with many customers have experience low to no service daily. I have contact the company in regards to the issues and they had stated they would have someone come check the issue approx 2 weeks ago and as of now nothing has been done. When I did call the lady informed me that some towers had been turned off permanently and I explained that our service was declining instead of improving. I ask if they would term my contract without prejudice and she said they would not offer that to me. I just don’t feel like they should hold me accountable for paying their bills when I am not receiving the service in which I pay for greatly. I have attached calls that have been dropped while in conversation.

  

  Business Response

  Date: 06/08/2023

  A Technician from our Technical Team followed up with this customer address this complaint.  

• Initial Complaint

  Date:05/15/2023

  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.

  In June 2022 I purchased a 5G Samsung phone and service from Appalachian Wireless. This was an upgrade because they sent me a letter stating that my old phone would no longer receive service because they were upgrading to 5G service and my old phone was a 3G phone My account numbe is 00143337228. When I signed the new contract I got phone service in my house, car, and outside. Now I cannot make or receive phone calls, nor can I text unless I drive to their store and use the phone in the parking lot. This is not what I signed up for. They said the reason for this is their Samsung phones aren't equipped for WiFi calling. I asked about switching to a phone that will do WiFi calling since I no longer get service. They said I would have to buy out this contract, buy a new phone and sign a new contract. I feel they have not honored the terms of the contract by not providing the service I was getting at the time I signed the contract. I have never failed to honor my agreement, I have paid my bill every month and paid it on time. I am paying for services that I am not receiving. I should not have to pay to cancel this contract since Appalachian Wireless is the one who is not living up to the terms of the contract. I am cancelling my service tomorrow. I will have to pay to get out of this contract. I feel, since this is not my fault, they should reimburse me for the cancellation fee. Before this I was a loyal customer for many years and received service at my house. Something they have done has changed the ability of my 5G phone to receive signal in my house. I shouldn't have to pay for services I don't receive and I shouldn't have to pay to cancel a contract that they are not honoring.

  

  Business Response

  Date: 05/24/2023

  Please see attached

• Initial Complaint

  Date:04/27/2023

  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.

  Appalachian Wireless has been doing some updates in West Liberty, KY. I purchased a new phone on my account in November 2022 and immediately had trouble with signal from the cell towers. The other phones on my account continued to work great. After several months, now all the phones in my house show “SOS” more times than not. I can’t make calls - even though their rep says I should. I’ve brought the issue to their attention and they pretty much just say there’s not going to be any foreseeable changes. I’m paying for a service that just isn’t available.

  

  Business Response

  Date: 05/02/2023

  Please see attached.

   

  Customer Answer

  Date: 05/05/2023

   
  
  Complaint* ********
  
  
  
  I am rejecting this response because: I already have WiFi calling turned on as well my emergency address has been listed.  I also maintain all the updates that come to my phone.  So, from direct messages to me, the issue of me not having service remains.  So, it seems logical to me that I (and anyone else with the same issue) should get a portion of the bill taken off.  I receive cell signal part of the time and the other part I don’t.  So, I think reducing my bill in half would be reasonable.  I still have a few to pay for the newest phone purchased on my account, so I don’t want that portion of the bill adjusted, but a reduction in the service fees/costs seems appropriate. 
  

  Another option would be to give me, at no cost from me, unlimited data since I am having to use data more due to the issues of not having signal.  
  
  
  
  Sincerely,
  
  
  ******* *******

  

  Business Response

  Date: 05/09/2023

  Please see attached!
  

• Initial Complaint

  Date:04/21/2023

  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.

  Attempted to call 911 for medical help on March 28, 2023, 11:59 a.m. They were not able to hear me tell them my location so they tracked me down some how through the computer.

  

  Business Response

  Date: 05/23/2023

  Please see attached.

• Initial Complaint

  Date:03/30/2023

  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.

  Ive been with Appalachian Wireless (AW) for 11 years. The issue began in Nov. 2022. I purchased a new Samsung S22 at the AW store in Hazard Ky. At the store I was informed that the towers were being updated and I would have very "blotchy" internet service in some areas. I was ok with that so I proceeded. I returned home, which is roughly 5 miles away. The phone had no service of any kind at my house. I immediately returned to the store and informed them that I had no service at my home so the phone was no good too me. I was informed this time that AW's towers were not "capable of handling the new technology of the phone" and that it would be January before the towers were updated. I was also informed that despite having only purchased the phone 30 mins prior if I returned it there would be a restock fee. I begrudgingly kept the phone and went with horrible service until January. My wifes phone (an older samsung) was also having the same issues. We patiently waited till January and by the end of the month there was no change. I called customer service and was again told the towers were being updated, I returned to the store and they changed the sim card (done the same to my wifes phone) but service is still sub-par. I called customer service and requested bill prorations and was denied. I requested to be released from any contractual agreements and was told I would receive a return call about the matter. Here it is the end of March 2023, over a month since I was told management would call me and I have yet to receive a call. Phones with other carriers work great, despite utilizing the same towers. This is an indication that the issue is with AW's system, yet they continued to sell the phones and provide horrible service.
  AW has proven that despite my customer loyalty to them for a decade, they are unwilling to admit fault and make any amends. I ask that I am released of any financial agreement with them so that I may get service with a different carrier.

  

  Business Response

  Date: 04/07/2023

  Please see attached.

  Customer Answer

  Date: 04/11/2023

   
  
  Complaint: ********
  

  Although I appreciate the personal gesture regarding my loyalty (courtesy credit), the widespread issue has yet to be resolved.  Myself and many other Appalachian Wireless customers have been affected by the changes that have occurred with the Appalachian Wireless system.  The courtesy credit does not rectify the overall issue.  It would be more comforting to me knowing that the issues with the system were fixed, as opposed to requiring existing customers to purchase a new phone.  Considering Eastern Kentucky has one of the highest poverty rates in our country, it is irrational to expect existing customers to replace an existing phone with a up-to-date higher cost phone.  Not too mention that even the new phones will fail to function at full potential without the ability to use wifi calling- I struggle to make sense of that considering myself and other customers are paying for cellular service and not wifi service.  It is my understanding that the wifi calling option is to boost cellular service and not to be relied upon as a primary means of calling.  Again, the credit was appreciated but I encourage Appalachian Wireless to consider the facts mentioned in this rebuttal.  It would be my recommendation that Appalachian Wireless either: 

  A:  Offers their customers the ability to buy out of existing contracts or phone purchase agreements at a highly discounted rate/////  B: Offers the customers that have what Appalachian Wireless considers as a "dead phone" an extremely cheap option that is comparable to the phone that is considered "dead"/////// C: Appalachian Wireless fixes the issues that are causing its customers to not have the cellular service they are paying for.                
  
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 04/13/2023

  Please see attached response.

• Initial Complaint

  Date:03/14/2023

  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.

  This business over charges people but can’t meet the demand of them all! Service is awful!!!

  

  Business Response

  Date: 03/14/2023

  Please see attached.

• Initial Complaint

  Date:03/08/2023

  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.

  I'm paying for service that I cant get, they switched to a 5g service and since then my phone doesn't have service, but yet im still in a contract with them for another year, and they expect me to pay for service 12 more months, for service I dont and cant get. Or they told me that I could buy out my contract, and get back in a new contract with them, which was almost 400 dollars. Or I could buy the cheapest I've they have which was 268 dollars, but I would still have to pay for the phone that will not work.

  

  Business Response

  Date: 03/14/2023

  Please see attached.

  
  Thanks

  Customer Answer

  Date: 03/17/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: I am not satisfied with Appalachian wireless's response,  I feel like they have broke the contract that we had together, I have this current phone over half paid off, then they took my service away,  how is that my fault????  The retail worker at the store told me my phone wasn't eligible for a trade in because of small crack in the bottom corner.  How am I liable for continuing paying for service that I don't have, halfway thru my contract with them????  I want them to give me a new phone that works or let me out of this contract and I will go else where!
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/20/2023

  I have reviewed the account and it appears the customer was able to trade in his previous device and upgraded to a new handset on March 20, 2023.  If additional assistance is needed please let me know.

   

  Thanks

  Customer Answer

  Date: 03/21/2023

  
  
  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:02/27/2023

  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.

  After several years of phone service for over a year now mine and my husbands phone lines do not receive calls, receive voicemails days later, calls will come through but will not connect (have videos of such on numerous occasions). Complaints were filed and we were told “we have to rebuild your lines” this was done twice; after being told we needed to upgrade our phones to which we done.
  Now for months our service has not worked. Directly beside of their store in Paintsville my husbands phone drops calls and says SOS. Also now at our home we have no service unless on WiFi. Which is fine until that provider is experiencing difficulty like at this moment and I have to drive away from my home and connect to my car data to reach out to customer service on 611 only for my calls to
  be dropped multiple times (have pictures of this also).
  Only to be told that not only am I paying $300 a month for two lines that do not work as said to when signing my contract that I now will have to pay approximately $1100 for just one line to withdrawal from said contract.

  

  Business Response

  Date: 03/03/2023

  Please see attached.