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:02/09/2023

  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.

  9/21 I switched to Appalachian wireless due to relocation to this state. Problems started fairly quickly with failed txt, txt coming through in oriental writing, multiple times, calls hanging up or not going through. I put up with it because of where we live but when we started a small business I couldn't have this poor service standards. I have contacted the company on multiple dates and gone into the store many times before the calls on these days starting on 1/23 I called twice spoke with ****** and ***** who was rude and condescending she said that she was placing a ticket but when I called on 1/24 to follow-up I was told that no ticket had been placed. I called on 1/24, 1/26, 1/30, 1/31, 1/1, 1/3 1/7, 1/8
  On 1/7 ******* called me to tell me my phone was fixed and to that I told her it WAS NOT! I have several txt that will not open, several failed txt and a photo that is failed. Her response was "oh did you try to rest start it"
  1/8 I call to request to speak with a supervisor or complaint department and placed on hold for 10 minutes and then transferred to a voice-mail of Donna left a message at 10:11 a.m. still haven't heard back from them.

  

  Business Response

  Date: 02/20/2023

  This issue has been resolved with the customer. 

  Thanks

  Customer Answer

  Date: 02/23/2023

  
  
  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:01/25/2023

  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.

  Renewed 3 yr Contract and received iPhone 14 pro. Advised service would not be great on this phone until January 1. Attempted to add Wi-Fi calling but basically shut my phone down. This is my only phone and I now have no service at home. This would be tolerable but they can’t make Wi-Fi calling work. I asked to replace my phone with a 13 but was told it wouldn’t matter which isn’t true as my neighbors work. Simply want to replace to a 13 pro or have my Wi-Fi calling actually work without it shutting iMessage and FT down. I’ve been in stores multiple times and am simple told it just gonna be bad

  

  Business Response

  Date: 01/31/2023

  Please see attached!

• Initial Complaint

  Date:01/03/2023

  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.

  My phone has not had a very good signal and has locked up on me after a update as did other’s people phone. I have 1 bar and can’t even open my alarm system app when IAM not on my home wifi. Have called them several times and nothing has worked. Have only had this. I Phone 13 pro for around 6 mths. Have had nothing but problems that they won’t take care of. Go into there business and there are so many people waiting you sit there for a few hrs or more. IAM making payments on phone and will stop payment and cancel contract due to not holding up their end and providing service. My brother had one and get great service everywhere. I have 1 bar now and hope this makes it to you. I left a message today but closed for New Years Day left message. I don’t want to ruin my credit but they will not help.

  

  Business Response

  Date: 01/04/2023

  Please see attached.

   

• Initial Complaint

  Date:12/27/2022

  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.

  I was affected by a Flood in my area which resulted in me and my family having to move to a hotel for almost 2 weeks that led to my phone bill becoming super high bc there was no working internet - due to so called data overages - 15$per GB my phone bill went from being 190$ a month to 600$ no notification just a bill in the mail and a week later my phones were cut off this was August - October, my child is autistic she has to have cartoons via Internet or she will throw a never ending fit- that’s my life I can afford 600$ I can afford 2300$ what I can’t afford is to pay 2300$ for a phone company that gets lowsy service underlying clauses in their contracts that won’t allow you pay payments until you completely voided the contact and out 1300$ a phone- plus the whole not sending you a sms message when your over data holy crap the lady that’s over the customer service for the place told me I wasn’t in a flood area I have proof but that’s not the point the point is she made my bill right 1 time yes but I was charged 2 more months directly after and at that I didn’t have no service the whole time I’ve not had a working phone business phone life line in 4 months because of these people - I went and got a free government phone I’m in college my wife’s in college my kids go to school and day care - I need these guys to just make my bill payable and stop ruining my credit/ I can’t do the 2300 I need a phone but not if it’s gonna cost me 2 months salary… please guys these have a high bbb score and I know plenty of people who have had this issue now that’s it come to light for me I can’t be the only one they’ve done this to - look into it please…

  

  Business Response

  Date: 12/28/2022

  Please see attached!

  Customer Answer

  Date: 12/29/2022

  
  
  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:11/14/2022

  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.

  We have had issues with calling and texting for the better part of a month. We have called the company to voice out frustrations and are repeatedly told they have no idea when the service will be restored. We are paying for a service that is not being fullfilled.

  

  Business Response

  Date: 11/14/2022

  I am in receipt of your complaint the Better Business Bureau.  After researching the contact your contact number, I found that you have a Samsung Galaxy S8 on that line.  The Galaxy S8 is a 3G Device.  At Appalachian Wireless, we are constantly striving to enhance our network and relationships with roaming partners to provide the best possible experience for our customers. These enhancements can lead to significant changes as older technologies are replaced with newer ones. By December 2022, we expect that older 3G services will be turned off on our network, as well as the networks of many of our roaming partners across the nation.  In order to use the device that you have until 3G is completely turned off you will need to come to an Appalachian Wireless location and ask for an EKN Sim. 
  The other number on the account is a Galaxy S9 Plus.  While that phone is Volte capable it will also need an EKN Sim to take advantage of those changes.
  When you visit the retail location to get the new Sims please ask the Retail Sales Associate to contact me and I will fix both lines to have a full plan for the issues you have had within the last month.
  If you need additional information concerning the shutdown of 3G service you can find that by going to our website, appalachianwireless.com and clicking on the link Upcoming network changes to 3G services.  We appreciate your business and look forward to getting this issue resolved for you.