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.

• Initial Complaint

  Date:10/27/2022

  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 had account with you people for years I had to buy a new phone I had one of them old flip top will I renewed my account with you this month and it is not due until 14of next month my problem is I was talking to my sister and they cut in and said that I was not allowed to use this service you are the only service I ever used no other my be under ****** and **** **** He got the phone for me but I have used this phone for around three months and now why this I paid my bill I expect fair business why is my phone been taken away from this service when I have no other service but this

  

  Business Response

  Date: 10/31/2022

  I am in receipt of your complaint to the Better Business Bureau.  I have researched your account and show that you are correct, your account is paid until November 14th, 2022.  I don’t see anything in our system that would prevent your service from working.  If you are experiencing service issues please contact us by dialing 611 from your cellular phone or you can call us at (800) 438-2355.  Anyone in Customer Service will be happy to assist you in getting this resolved.  We appreciate your business and look forward to speaking with you.

• Initial Complaint

  Date:10/20/2022

  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’m being over charged for a data overage I wasn’t made aware of I’m being charged 558$ for 1 line for one week worth of data basically

  

  Business Response

  Date: 10/24/2022

  I am in receipt of the complaint from Mr. ******** concerning data overages.  He currently has 8 gigabytes of data to share between the two lines on his account.  During the billing period that ended on August 15, 2022 he used a total of 46.734 gigabytes.  I have made a one-time courtesy adjustment to the account in the amount of $558.95.  If this type of usage is going to continue I would suggest an upgrade to unlimited data.  If you have additional questions please reach out to our Customer Service Department, we are available Monday-Friday 7a-7p and Saturday 8a-2p.  Thank you for choosing Appalachian Wireless for your cellular needs.

• Initial Complaint

  Date:09/19/2022

  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 never missed a payment but my service is awful . I am not getting what I have paid for . I have 3 phone 2 of them don’t get service most of the time . What good does a phone do if it doesn’t work. I took one in today and they said they needed to change the SIM cards why did they tell me this after complaining for months . I have kids who drive to school and work with no service . I have been ripped off for a lot of money with no service. My phone work right in the same vehicle with the other 2 phones from Appalachian wireless. I don’t want this service anymore. It’s wrong to charge people for months for service you don’t get . Thank you

  

  Business Response

  Date: 09/26/2022

  I am in receipt of your complaint to the Better Business Bureau.  I have researched the information you provided and have discussed with our technical team.  Currently we aren’t showing any service issues or tower outages in your home area.  I do see that the two phones you listed as having service issues received new SIM cards on September 15th and the other one was completed on September 17th.  If you are still experiencing issues with any line on your account please call Customer Services so that we can open a trouble ticket with our Technical Department.   Our Customer Service Department is open Monday – Friday 7a-7p and Saturday from 8a-2p.  We appreciate your business and thankful to be your wireless provider. 

• Initial Complaint

  Date:09/13/2022

  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 purchased a flip phone and created a new account for my elderly mother on September 1st 2022, I paid the new plan fee, activation fee and phone cost, the phone wouldn’t hold charge, you couldn’t hear and just simply wouldn’t work. I came to the Ivel location on September 8th, the gentleman told me that they no long sold those phones because they were having issues with them. So they are faulty phones. So the cheapest phones they have were 109.99, so I would be out more money. On top of that, they wanted me to pay a restocking fee of $35. He emailed his supervisor to waive it. He declined. Said he couldn’t waive the fee, even though the phone is clearly faulty. So if I return the phone. I’ve paid for a plan, and activation fee with no phone and if I don’t, the phone just doesn’t work. They had no compassion and just didn’t care. Please help. This isn’t a company that cares about their customers.

  

  Business Response

  Date: 09/19/2022

  ******, 
  
  Please see my response to your complaint.  Please give ma a call at ************ **** **** at your earliest convenience.