Complaints

This profile includes complaints for The Unlocking Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Unlocking Company

  Zephyr Cove, NV 89448

• 

  The Unlocking Company

  PO Box 805 Zephyr Cove, NV 89448-0805

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:12/31/2023

  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.

  Transaction details
  November 10, 2023
  $27.99
  Paid to get my iPhone 13 Pro unlocked in 3 days and never did
  I request a full refund as my phone was never unlocked and still is not unlocked

  Business Response

  Date: 05/09/2024

  I am sorry for the late response. If this hasn't been taken care of already, please respond or email us and we will take care of the unlock as well as the refund. 

• Initial Complaint

  Date:12/31/2023

  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 switched mobile carriers and my carrier kept my phone locked, even though my bill was paid in full. I found this website through a You Tube video. You provide the IMEI and they unlock your phone with 72 hours. I placed my order and was charged a fee of $27.99. I have not from them since I placed my order. I have reached out three times. They do threaten you in email form once you place your order with the below:
  
  We submitted your order to our supplier the INSTANT that you ordered, and unfortunately in this industry we don't have access to the unlock directly on us. How it works is - we send the phones information (Your IMEI, etc.) to our supplier, the manufacturer source, and we have to go off of ESTIMATED/AVERAGE delivery times. And then as soon as it's DONE, they will email us back notifying us that your unlock is done, and within SECONDS we will email you the unlock and easy unlocking instructions!!! That simple!
  Unfortunately, there are a lot of people that take companies like us for granted. We run into a lot of individuals that threaten or blackmail us with bad reviews or chargebacks in order to get their way, and we just don't feel that's right. Because of those lousy circumstances, we do have to remind our customers that if that happens, we consider that FRAUD, and have it in our full rights (which agreed to in terms and conditions) to BLACKLIST the phone via the IMEI which was given during the order, rendering the phone useless. NOW, let me be very upfront about this: this is only for people trying to work the system, threaten negative reviews or chargebacks, when it's not warranted or to simply bully us into doing what they want. Unfortunately, there's lots of fraud in this industry. But to EVERYONE else - you can see by our 14 years of experience, 99.9% customer satisfaction, BBB account, Reseller-Ratings reviews, over 100+ tech channels we partner with - our reputation speaks for itself.
  
  I would like a refund in full and this company penalized.

  Business Response

  Date: 05/09/2024

  If you could give us your order number, I will personally look into this and make sure your order is taken care of. I apologize and thank you for your patience, we had to shut down the website for 7 weeks due to personal health issues. I look forward to your response and making this right for you. Thank you! 

  Customer Answer

  Date: 05/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it hasn't been resolved. My order number is Order #*******. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 05/10/2024

  Hey *********! I'm sorry we didn't get back to you right away. Both my business partner and I both had emergency medical issues and had to close down the website for 7 weeks. I have FULLY refunded you just now, and if you need any unlocks in the future i'd be more than happy to do them ON US! I apologize for the stress, inconvenience, or anything else I caused you. The email that we send on rare notices, is to just keep scammers from purchasing again (stolen cards, stolen phones), it sadly is just a huge part of our industry, and we have to be forward about it. But that in no way should of dragged you into, I am embarrassed and so sorry. Again you've been refunded, and I hope you have a great start to your weekend! Take care and God bless.

  Customer Answer

  Date: 05/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven't seen the credit post to my account yet. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 05/15/2024

  It was refunded 5 days ago! It will show up any day now :)

  Customer Answer

  Date: 05/17/2024

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

• Initial Complaint

  Date:11/13/2023

  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.

  They're a scam.
  
  There's no way you can tell a customer you'll have it unlocked in 3 days, then say you aren't going to give a refund, then say we're working on it.
  
  You had the phone listed specifically for choice with this specific carrier. Insinuating you successful handle that need of service.
  
  We purchased a reasonable time frame, you accepted the obligation to service that specific phone, and carrier, and there's not a system in place to prevent them from accepting your money.
  
  I'm accessing a penalty on top of a refund. Along with discounting offering the service for all phones of the like.

  Business Response

  Date: 05/09/2024

  3 days is the average, estimated delivery time. If on the rare case we can't get it in that time, we continue to work on it until it's available and we send it then. But I apologize for the bad experience, could you respond with your order # or email us and i'll make sure your order is taken care of immediately! 

• Initial Complaint

  Date:11/03/2023

  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.

  I placed an order with the unlocking company on October 12th and was told my phone would be unlocked within 72 hours. I didn't hear 1 word from them for almost 2 weeks. They wouldn't return my emails or texts or even answer the phone to the number provided on their website. Then on October 19th they send me 5 different emails one saying we're still working on your order then one saying well give you a discount on your next order and the final one said were sorry we couldn't unlock your phone so we will be sending you a refund. I still have not received my refund from this company and they still will not answer any of my emails. I just want my money back.

  Business Response

  Date: 05/09/2024

   I apologize for the late response; can we get your order number so we can look this up and make sure you are refunded and as well get you the unlock if you need it. 

• Initial Complaint

  Date:10/31/2023

  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.

  Made a purchase on 10/25/23 to unlock my phone from previous carrier. Site says it can take up to 72 hours. After waiting 72 hours I tried emailing the email address on the site and as of today 10/31/23 no response has been received. The site is completely down without warning or any notification. I'm looking for FULL refund. This site should be banned from doing business I feel scammed.

  Business Response

  Date: 05/09/2024

  Sorry for the wait, we had to deal with some personal health issues and ended up shutting down for 7 weeks, and some orders were caught in the mix. I take full responsibility, could we get your order number or if you like, email us and we'll make sure we take care of this immediately for you!

• Initial Complaint

  Date:10/28/2023

  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.

  Stay far away from theunlockingcompany.com.
  I paid $28 for them to have my phone unlocked within 72 hours. After 96 hours I sent them an email. No response. After 144 hours (six days) I sent a text. No response. You can't call their number because it always says that they are away from the phone and they tell you to email or text. They threaten on their website to retaliate if you try to get your money back or write a negative review.

  Business Response

  Date: 05/09/2024

  Did you get your refund? I'm sorry for the late response, both my partner and I were out for 7 weeks due to illness and it was sudden, and some orders got caught in the mix. Please respond or email us with your order number and we will take care of this immediately for you. Sorry again and I hope you let us make this right! Thank you.

  Customer Answer

  Date: 05/09/2024

   
  
  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,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/22/2023

  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.

  The date of the transaction was Tuesday September 26th, 2023 at 3:26 PM EST.
  The amount that I paid total was $27.99.
  
  TheUnlockingCompany was committed to "Over 97% Success Rate 300+ Daily Orders Cheapest Prices Online Fastest Delivery Time 24/7 Customer Service 100% Secure Checkout With over 12 years experience & 3 million phones unlocked to date, The Unlocking Company has established itself as the most trusted and visited website on the planet for all your unlocking needs". The device was a Samsung Galaxy Amp Prime 2 with a expected Delivery Time: 1 - 72 Hours Carrier: Cricket.
  
  The company claims "We refunded your order last night (minus any fees associated with checks, server costs, man hours, etc as agreed to in terms and conditions) on Sunday October 1st 11:10 PM EST. It is Sunday October 22nd 2023 and there is no sign of a refund initiated from my bank nor partial, just the originals transaction.
  
  I am looking for a full refund of the $27.99 since they were not able to unlock the phone. The order #*******

  Business Response

  Date: 05/09/2024

  Thank you for the comment, i'm sorry for the bad experience. If you could please email us or respond to this message with your order number I will make sure this is taken care of and you are refunded immediately. Thank you and we wait for your response!

• Initial Complaint

  Date:07/17/2023

  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.

  So, essentially, my issue is that this "company" takes people's money for a carrier unlock service. They then wait several days, proceed to tell you the service is uncompleteable, and then tells you they can only refund half your money.
  
  Additionally, their TOS is aggressively worded to essentially threaten you with a backlisted device if you do a chargeback for fraud, or post a negative review calling them out on their fraudulent behavior.
  
  Additionally, the TOS is incredibly difficult to find-- only available on the checkout page. There's a link to it at the bottom of their homepage, but it's a dead link-- it doesn't go anywhere, only a "page not found.". The download.htm file included is a copy I managed to save from the little tiny version of it in the checkout page. The same goes for the privacy policy, which I can't find anywhere on the website as I don't think it exists.
  
  Additionally, the segment of the TOS I included as a screenshot mentions a link to a refund policy on the home page--- there is no such link. There's mention of a 100% satisfaction guarantee, or 100% of your money back. I'd like to attempt to take this route, but I feel as if it will cause me to be strongarmed and harassed by the business and threatened with a bricked phone.
  
  I don't want to scream fraud, but the more I dig into this website (which I suppose I should have done before spending money, eh?) the more I see it. The threat of blacklisting seems to be a strongarming tactic threatened to thwart exposure to said fraud.
  
  Their vague and threatening TOS, along with their shady refund practices, are a problem and lack any transparency at all. It's like they try to hide the TOS on purpose, so they can use it as a weapon against you later.

  Business Response

  Date: 05/09/2024

  We're you able to get your whole refund? I am sorry for the late response and bad communication, my business partner and I were out of the office for health issues and it came on suddenly, had to shut down the website for 7 weeks. But I take full responsibility and will make sure we make this right for you. If you could respond to this or email us I will make sure you are fully refunded! Thank you. 

• Initial Complaint

  Date:06/29/2023

  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 paid to get my device unlock code was told to wait 1 to 72 hours. I waited 72 hours and heard nothing. I attempted to contact them through all available methods that were on the website. The website said you can email *******************************, that was bounced back because that email doesn't exist. I attempted to send an email to *****************************, and it has been 3 days with no response. I attempted to use the number for whatsapp that is on the website, and again no response. I would like to get my device unlock code, but if I can't I would rather get my money back and I will let anyone know who tries to use this company to unlock your phone, it seems like a scam.

  Business Response

  Date: 05/09/2024

  Yes sorry about that, the first email is old and needs to be taken off. Have you received your refund. Sorry for the miscommunication. Please contact us and I will personally make sure you are refunded and this taken care of. Thank you.

• Initial Complaint

  Date:06/29/2023

  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.

  These people don't think they have to act like a business. I have an email thanking me for my purchase that's it. I've called left two voice-mail. On top of calling 20 times. Emailing and texting. No response to any of my attempts to contact them. In the email of my purchase reciept in red letters says pretty much if I complain they can brick my phone which will make it a paper weight. I just want an immediate refund and an explanation of why I've paid for a service that I did not recieve. Or I want my phone unlocked like yesterday. I've posted this complaint because it seems like the complaints on here are the only thing this company will respond to. I run a business and I would never make my customers feel like they weren't important. Nor would I still be in business if I had behaved in anyway like this business. I was told a week by carrier to unlock but went with this company because it was 1 to 72 hours to unlock. False advertising. Also are voiding any of there policies because I didn't recieve the service I paid for which includes customer service which they obviously do not have.

  Business Response

  Date: 05/09/2024

  Sorry for leaving you hanging like that, I take full responsibility. If you havn't received your refund already, please contact us or respond tot his and I will personally make sure you are refunded! Thank you so much.