ComplaintsforPremium Retail Services

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thanks for contacting us, ****. A member of our team will be in touch with you as soon as possible. Thanks again!Still no one has contacted me yet about the issue I am having with your sales reps at the ******* in ******* *****. I am going to hire an attorney if this isnt resolved by the end of the week Hide quoted text On Mon, Nov 27, 2023, 3:57 PM *************************** <**************************> wrote:I need a reply from.you asap On Fri, Nov 24, 2023, 10:00 PM *************************** <**************************> wrote:My situation is urgent and needs to be resolved as soon as possible? I am a 66 year old disabled woman and I have no phone service because I was lied to and misled by a sales rep associated with your company? Had I been given what I ask for the evening of Oct 5th when I went to ******* and spoke to the sales rep/ area manager of premium wireless sales in the ******* store I where I was then I would not be in the situation I am in now? Because I ask for prepaid service with free phones? Not contract service with phones that I am having to.make payments on for the next three years?.When I went back to the store to return the phones and get my money back like I was told to do by a ******* account specialist I was abused and talked to horribly by the premium wireless sales rep that was at the ******* store and by ****** the supervisor that misled me and put me in a contract with ******* on October 5th who was on the phone both of which were accusing me of wanting my money back because of my service being turned off? That's not the reason I wanted my money back. I was embarrassed and humiliated by both of them!. Please address the situation as soon as possible?. I would rather the matter gets settled quickly without myself having to hire an attorney? Thank you for your help with the matter at hand in advance *********************** On Tue, Nov 21, 2023, 8:07 PM Premium Retail

  Business response

  01/31/2024

  Customer was contacted and the issue was resolved.  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  September 7, I financed a phone at ******* from Premium Retail Services. The phone was never able to be activated, I spent hours on the phone trying to activate it then cancelled service. I then tried multiple times to return the phone. Premium Retail Services associates were either not there during the time they were scheduled as business hours or I was told that the associate there couldn't do a return and that the one who could was "at lunch" I waited 3 hours that one day and it was over an hour trying to activate it. Counting the time spent on the phone with ******* I've spent the equivalent of almost 3 full work days in the past 11 days. I just want to return the phone that was never activated so that ******* can cancel the contract for the service I cancelled through ******* the first day. Currently on the phone with *******'s Fraud Services to try to get this resolved as well but the woman there agreed that filing a complaint with Better Business Bureau is a good idea at this point.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9-7-23 I went into ******* to upgrade a phone. The premium rep Orlando in San bernardino scammed and fraudulently my account with Verizon. I told the rep I wanted to upgrade a line on my account. For whatever reason he decided to upgrade my line instead of the one I told him. When he submitted the order it deactivated my phone. I was in the ******* for hour and half with premium customer service trying yo cancel and reverse the order but nothing happened. I went to a Verizon store in person so they could help me fix. But they charge 40 dollars to help in person. I wasn't gonna pay 40 dollars for someone else's screw-up. Not only that but I never purchased nor signed any agreement about the upgraded phone. So know on my Verizon app I have unauthorized charges stemming from this fraudulent order. Like I said. I never signed nor authorized this. I don't know why they submit an order without getting payment first. I have a witness that was there with me. I have receipts on my Verizon app and charges on there. I still haven't been able to fix my phone. Premium customer service was also abusive and non helpful

  Business response

  09/27/2023

  The issue has been resolved. Oralndo's manager made contact with the customer and assisted in correcting the issue,

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an Att IPhone 11 for $299 that was advertised as $199 with in store activation. However, none of the associates could sell the phone for the deal that was advertised. I went to several stores and was told that they couldnt process the deal and that this issue had been known for awhile. They refused to find a way to honor the advertisement. They also offered to sign me up for a monthly plan. There were posted advertisements of these deal in the store and online. This is false advertisement. They bait you into the store to try to force a monthly plan purchase. I would like someone to contact me to correct this.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We told her we wanted prepaid and she gave us a contract. She didnt have us sign any papers. She just took our names. I did not think that was legal. She has me stuck in a $284 contract. I want something done about this. I am on a fixed income and that comes out of my check. I shouldnt have been charged for this because she didnt give me all the information I needed for the contract.  Her name ******* ** 

  Business response

  02/27/2023

  Below is he info Premium's Regional Director, ****** ******* obtained while researching this complaint.  He talked to both Mr. ****** and the Premium District ******** **** ************  
  
  Mr. ****** purchased his phone from the ******* ** ******** ** at the end of April, 2022.  According to Mr. ******, when he came to the store he inquired about a pre pay device from S******* ****.  Mr. ****** stated that the person who helped him, ******* *****, told him she could get him a better deal on *******.  Mr. ****** told me that he did not agree to the ******* offer and thought he left with a Straight Talk device. 
  
  Mr. ****** returned to the store almost 7 months later in November 2022, upset that he was being billed by *******.  He was assisted by one of Premium's WSPs, ***** *******, when he came back to the store. Mr. ****** brought all his paperwork from the original sale with him, to include the paperwork showing he had actually purchased ******* service.  While in store, ***** was able to call ******* with Mr. ****** and assisted him with explaining the situation to *******.  During the call, ******* cancelled the line and deactivated the service.  ******* also forgave Mr. ****** of the remaining balance of the device installment.  ******* did inform Mr. ****** that he would have to pay for the service used since April; however, and Mr. ****** set up a monthly payment plan for $30 per month for the air time/service balance. Mr. ****** came back a few days later to the store with concerns that he still had to pay the bill.  At this time, the ******* ******** ******* **** *********** was at the store.  **** reviewed the situation, confirmed that Mr. ******’s service has indeed been disconnected as requested, and directed him to the local ******* management team if he felt he was owed any additional compensation.

  
  According to *******, a coach at the ******* ***** ** *******, Mr. ****** recently returned to the store this month to complain about the remaining balance of the ******* bill.  After discovering that the device had been deactivated and a payment plan had been arranged with *******, the coach informed Mr. ****** thatt  ******considered the issue resolved and they would not be offering any additional compensation from *******.  ******* informed Mr. ****** he could call ******* customer service if he wished to discuss further or file additional complaints. 

  
  On Friday, **** *********** called ******* to inform him that the customer has filed a complaint with the Better Business Bureau.  ******* reiterated his position that at the local store level, they consider the matter resolved and would not be offering Mr. ****** any further compensation.
  
  During the process of researching the complaint, Premium is unable to discuss the situation with *******.  She is currently on FMLA.

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

  
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into the ******* supercenter early April and was looking at getting a phone. A guy walked up to me and said he could get me a free phone with * ******. I said yes how? I didn't think it would work but he said if you don't mind me making you a little older I can get you a phone and service for a small fee. Then he said trust me I've been doing this for a long time I just got 4 people signed up this morning alone. I said ok sure try it. So we went up to the counter and he said I'm just going to tweak your age a little and maybe your address maybe off by a number ok. I was like um ok...he said trust me you won't get into trouble if anyone does it will be me. I laughed thinking he was just trying to impress or show off. I gave him my ID. He didnt ask for anything else. He put it through the system then said we just need to pass the background check and I said how you don't have my SSN . He said oh don't worry I can get it. Well it passed the background check and I was like what? How? He said no worries and you just owe 26 dollars how's that you get a month free. I said wow ok. Then he took a screenshot shot of the computer screen and said he would send me my info. He also said he would write down my pin number so I would have it. I went home and charged up the REVVL VG and then I got the screen shot and was shocked. He not only changed my age he added a number to my ID used a fake address and a fake social security number. I was ******. The only thing that was mine was my name. So the next day I called and talked to his manager *******. I told her what he did and she said yea ok? He got the sale, I'll talk to him about it. Then I called Jordan the guy who did it and when he asked whose this I said my name and he said oh it's you and hung up. And ******* threatened to have me banned from the store. The district manager said I'll look into it. I went to 2 stores to cancel and I couldn't because the information on the order did not match my ID. I wasted a week.

  Business response

  05/16/2022

  Customer Name: ******* ******  
  Contact Phone Number: ************
  

  This customer contacted our OSC on 4/12/22 and reported that a WSP Rep put in incorrect SS# and Birthday to allow the customer to get a 55+ plan. The Premium WSP Rep (******) was interviewed and ultimately was released on 4/21/22 and is no longer employed with Premium Retail Services.

  The Premium DM (**** ********) spoke with the customer who further escalated to RD **** ****.

  
  Premium RD (**** ****) contacted ******* ****** 4/13/22 regarding experience at one of our San Diego store locations. This was a 40 Min Conversation listening while ******* ****** explained the situation. Customer C. ****** returned the device and cancelled service within 48 hours (Customer was unable to initially cancel the service with ******** because her SS# was one number off, this led to further her having to explain to ******** the experience who ultimately canceled the line) This was completed a week before this conversation.

  Premium RD **** **** explained we would address the concern and appreciated the customer reporting it to him.  RD ended the call with no further action.

  
  Contact 4/25/22 to Operations Support by C. ****** who only wanted to speak with **** ****. Call was escalated to **** **** for further action. ** ******* was Aggressive and used abusive language.

  RD **** **** contacted customer on 4/25/22. ******* ****** asked **** **** to pay her $2000 for the inconvenience. ******* ****** was aggressive / language was aggressive. Premium RD expressed Empathy and explanations were not working, RD apologized but had to end the call.

  
  4/26/22 ******* ****** was blocked for calling into Premium due to aggressive and abusive language.

   

   

  
  

  Customer response

  05/16/2022

  Complaint: ********
  
  
  I am rejecting this response because: THE SOCIAL SECURITY NUMBER WAS AN ENTIRELY DIFFERENT NIMBER !!!! The address was NOT MINE! NEITHER WAS ANYTHING ELSE. THIS IS COMPLETE IDENTIFY FRAUD!!!!!
  
  
  
  
  Sincerely,
  
  
  ******* ******

  Business response

  05/17/2022

  Premium has responded with all of the information necessary and relevant regarding this consumer complaint - no further action will be taken. The consumer's product/service was taken care of per the previous response.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Purchased a phone at the Santa Fe ******* for 499.99. They never sent me the contract. At first I was charged 1100.00, then it went down to 850.00. I've contacted Corp office given a # to call. No response for over a year after trying numerous times. I overcharged 350.00. Just get no response from them. I contacted ******* and they have all the correspondence. What are my options?

  Business response

  04/11/2022

  Local Premium Retail Services management is reaching out to this customer, to determine what steps have been taken so far with the provider (*******) and the retail location (*******). Hope to get resolution soon, and will update this BBB site.

  Customer response

  06/07/2022

  I have not heard from the business.

• Initial Complaint

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The representatives from this premium retail services for working at Walmart on Tuesday the 12th or 13th of July and told us that we didn't need a card for the AT&t phones as long as we had a driver's license we could get free phone service for one month so we bought the phones and took them home three days later on the 15th of July I received a bill from AT&t for $234 and some odd cents I had to go twice to the Walmart store located in Magnolia Arkansas and attempts to locate these people I did that on Friday I returned the telephones but now the people say they can't give us any credit because we didn't return the phone to the electronics department all I want is them to take the bill off my name I don't owe him anything and for Walmart to get these people out of the store

  Business response

  07/20/2021

  Good Morning,

  Premium Retail Services has contacted this customer to work out the resolution requested. Thank you!

  Pat Balkenbush

  Customer response

  07/20/2021

  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

  07/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 6, 2021, went to Walmart in Osage Beach, MO to buy battery for my cell phone. I was told by Premium Wireless Pro representative batteries were no longer available and if I was to buy a $300.00 Samsung Galaxy A71 phone and be on an ATT plan, my installment payments would be reimbursed. With this offer my wife decided to also go with the promotion on April 8. After first billing cycle, we were never reimbursed. Went into store and representative said it take 2-3 billing statements to show. After the third statement, we never got reimbursed for the phones. ($600.00) we are forced to pay off because of misrepresentation. I called the service manager to explain the situation and he said he would resolve this. He promised a call back and never heard back from him and is no longer answering my calls. Our Order ID numbers are ********** and **********

  Business response

  07/12/2021

  Greetings - Premium Retail Services, Inc., will be reaching out to this customer today. Thank you!

  Pat Balkenbush

  Business response

  07/26/2021

  Good Afternoon, 

  Premium Retail Services is an extension of our retail client partners, including AT&T and Walmart - both mentioned here. Our partnership includes following the protocols and processes they require of us. We are in communication with both AT&T and Walmart in regards to this, and hope the resolution is satisfactory, based on the guidelines being provided to our field leadership team from both partners in regards to this notice.

  Many thanks,

  Pat Balkenbush

  Executive Vice President

  Premium Retail Services, Inc.

  Customer response

  07/29/2021

  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

  05/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need to file a formal complaint against one of your Associates, James ******. I met him at the wireless center at the Cibolo Walmart in Cibolo, TX around 03/26/21. He deceived me into adding another line to my phone plan, stating there's a promotion to add an additional line for additional $10/month + fees, and phone is free. I agreed to add the new line because it was supposed to be cheaper than buying a $20 phone card every month. It was supposed to save me money. Plus, he did not mention the $30 activation fee. I got my first bill after this transaction, and it shows the phone is not free, and the actual cost for the additional line is $22/month + fees. I called AT&T and they said I was told a lie. There's no promotion and the phone is not free. I’ve called James twice and left voicemails and sent him an email. I received no response or call back. I spoke with his colleagues who took photos of my bill and said someone will contact me in 3 days, but no one did.

  Customer response

  06/03/2021

  Thank for following up. A representative from the company reached out to me and got the issue resolved.
  

*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. ↩