Business Profile
Electronics and Technology
HiBoost - Cell Phone Signal BoostersComplaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:07/26/2024
Type: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.
My Hiboost signal booster worked for ~30 seconds and then died. I've called them twice and got put into voicemail both times with no response. I've emailed them three times and again, no response. On the five occasions, I explained what the problem is. I want to get this resolved or return the $250 device.
Business Response
Date: 08/01/2024
I am very sorry to hear about the trouble you have had contacting us! We are fully committed to ensuring your satisfaction with the product you purchased. Please reach out directly to me at ************************************** or through this form with your order number and best shipping address. We will follow our warranty replacement procedure and get that non-functioning device swapped out for you. Thanks, and have a great day.Customer Answer
Date: 08/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:10/17/2023
Type: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.
Hiboost is not responding to requests for return information withing the 30 day return window, like all the other complaints! Better Business Bureau, how do they have an A+ rating?! I should report you and this business for fraud!Customer Answer
Date: 10/17/2023
This case can be closed. The business returned my call and approved the refund. Thank youInitial Complaint
Date:10/02/2023
Type: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 ordered a Hiboost travel 4g 2.0 rv on July 9th. Order 147215.I returned it and was told it was refunded on August 1st.I did not receive a refund and hiboost is telling me that they cannot give me any information about the refund. They say I need to find it. No confirmation number or any details.Customer Answer
Date: 10/02/2023
After filing, the vendor contacted me. I have received the refund. The case can be closed.
thank you
Initial Complaint
Date:09/26/2023
Type: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've been trying to contact HiBoost to arrange a return within my 30 day return window. My purchase date was 9/11/23. I haven't reached a human using any of their contact methods.Business Response
Date: 09/26/2023
Request to return device received September 26, at 10:06 AM. We will process this in time according to our refund policy available at www.hiboost.com.Customer Answer
Date: 09/27/2023
I have reviewed the business response and accept this resolution. I am returning the item for a full refund, via **** I have provided the company rep with tracking information.
Thank you
***********************
Initial Complaint
Date:06/15/2023
Type: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 purchased a HiBoost Travel 4G 2.0 on 6/1/2023. The website was not responding when I submitted the order so I checked my email and did not have an order confirmation. I submitted the order again and it went through. When I checked my email I had 2 order confirmation numbers ****** and ******. Within minutes I sent HiBoost a message requesting one of the orders to be canceled. They ignored the message and I received one unit on 6/2/2023 and another on 6/4/2023. I have left multiple phone messages because no one answers their customer service number and sent multiple emails which have been ignored. Now whenever I try to send a message, I get an error on the website that says, "Invalid Token, message cannot be sent". I just want to send one of the two orders back for a refund.Customer Answer
Date: 09/07/2023
HiBoost contacted me on another matter not related to the complaint but the person I spoke to was able to help me and rectify the issue.Initial Complaint
Date:04/13/2023
Type: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 contacted HiBoost 10+ times to no avail via phone and email. I purchased my HiBoost on September 24, 2020 for a total of $899.99 ($974.24 including tax) on Amazon. I purchased this item knowing I had a 3 year manufacturer warranty if anything ever came up. Well, It has stopped working and I called them and they have told me I bought it from a third-party so it is not covered. I asked them where it states that in their policy (*************************************************************************************) and they refuse to get back to me. This is a manufacturer warranty so the MANUFACTURER needs to fix it. I want a replacement item sent to me ASAP. HiBoost has my proof of purchase, serial numbers, pictures, all of my info; everything they need to fix this and they are still are not resolving this issue. BUYERS BEWARE!!!Business Response
Date: 04/17/2023
Mr. *******
Thank you for taking my call this evening, I appreciate the opportunity to turn around your experience with Hiboost. I assure you that we do warranty our products for a full 3 years, and I am very sorry you were told otherwise.
In order to make this right, Im making the following exceptions to our usual rules:
Instead of requiring the non-functioning unit to first be sent to our warehouse, I am including a return label in the box with your replacement unit, which will be coming ********************* Please track it using tracking number **********
Instead of the new unit being warranted from your original date of purchase, we will honor a 3-year warranty period on this replacement device starting today, April 13, 2023.
Any warranty-related issues that arise concerning this new device must be resolved in the proper order:
You must contact HiBoost and attempt to troubleshoot the problem.
If it is determined that the booster needs to be replaced, you then must obtain an RMA number from HiBoost Technical Support.
HiBoost Technical Support must examine the device and ensure it has not been misused, neglected, or subject to damage by lightning.
Then HiBoost can issue a replacement.
The Serial Number of the replacement device is****************
Again,I apologize for the unpleasant experience and misinformation youve been given,I assure you this is not the way we want to do business.
We very much appreciate your business and hope that this replacement serves you well.
Please make sure it is plugged in to a minimum of **** joule-rated surge protector, or the warranty will be void.
Also,please use the return shipping label included in this shipment to return to us the broken amplifier and power supply.
Thank you and have a great day,Initial Complaint
Date:12/12/2022
Type: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.
In July, I spent $382.49 on their 4K Plus Booster from HiBoost to strengthen cell service at my home.
After receiving the product, I determined that the device was not capable of boosting the weakened signal and decided to return the product under their 30-day refund policy. They sent me a google form to fill out and a return label on July 18th. I took the product to the nearest post office and sent it back to them before August.
I have been seeking updates from their customer service starting Oct 4th, followed up again on October 14th with an email back the same day with an apology and asking me to stand by for a resolution.
Since then I have received no communication to any of my four follow up attempts. It is now December 12th and I have neither refund nor returned product or any information on what to expect. This feels like I've been stolen from.Business Response
Date: 03/06/2023
Consumer Response /* (2000, 5, 2022/12/14) */
Hi!
Looks like they were quick to resolve the complaint when I said I was making a BBB report.
They responded with an apology and refunded the product.
Thanks!
******Initial Complaint
Date:09/21/2022
Type: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 made a purchase from HiBoost on 8.23.22 and the product was shipped out to me on 8.29.22. I reached out as early as 9.3.22 to attempt to initiate a return. I used the site's contact form as well as the on-site chat. I was not contacted so I emailed on 9.19.22 requesting to initiate a refund again. I have had no response from the company at all even though I am within the 30-day return policy: "If for any reason the performance of any product is not acceptable, the product may be returned to the reseller within 30-days with proof of purchase. Please contact the HiBoost customer support."
The product I purchased is still in new condition. The box has not even been opened. I would like a complete refund of the cost ($359.99) and the ability to return it to them.Business Response
Date: 01/09/2023
Business Response /* (1000, 11, 2022/11/03) */
Contact Name and Title: Aaron ****** Tech Man
Contact Phone: XXXXXXXXXX
Contact Email: ***********@hiboost.com
Dear Customer,
We deeply regret the number of technical difficulties you have experienced while trying to get in touch with us! We will be happy to issue you a Return Authorization (XXXXXXXX-XXXX-X) and will even be happy to pick up the shipping (against our policy), in order to assuage any further inconvenience. Simply send an email with your address and we will send you a prepaid label.
Thanks, and have a great day.
Consumer Response /* (2000, 13, 2022/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were able to find a friend to buy it off us so it's alls well that ends well.Initial Complaint
Date:09/20/2022
Type: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.
Purchased a Hiboost RV. It worked for two weeks.
Called techsupport left message several times no return phone call or email.
Called customer support again had to leave message and received no call backs or email.
Emailed corporate and received a reply.
The unit is nonfunctional and requires to be replaced or full refund..... at this point requires full refundBusiness Response
Date: 11/10/2022
Business Response /* (1000, 5, 2022/09/22) */
Contact Name and Title: Aaron ******, Technical M
Contact Phone: XXXXXXXXXX
Contact Email: ***********@hiboost.com
Dear Sir,
I am deeply sorry for the trouble you encountered while trying to troubleshoot your HiBoost Travel RV cell signal booster. We did receive your E-mail message on 9/12/22 with your order number and purchase date:
Purchased June 8th, 2022, via Amazon
The good news, is that despite being well past the 30-day return window, your booster is still protected by our 3-year repair or replacement Warranty.
Usually, in the case of a Warranty replacement, the customer is responsible for paying to ship the defective unit back to our Irving, TX office as quickly or as slowly as they prefer, and then we cover express shipping back to the customer once we have a chance to examine the defect. However, in this case, I hope you will allow me to take care of the shipping costs in both directions.
Please provide your best shipping address so we can get the ball rolling and hopefully have your poor-signal problem solved as quickly as possible.
Thank you, and have a great day!
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