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:07/15/2025

  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 purchased my 12 year old daughter a Gabb phone at Christmas. It has not worked probably in the last 12 months. I spent countless hours on the phone with Gabb support. They have been unable to help. They just waste my time asking to try very basic things. They refuse to send another phone, and they refuse to put me in contact with management. I have to get my daughter a new phone with another carrier. I want the purchase price of this phone refunded to me and no charges over the time that this phone has not worked.

  Business Response

  Date: 07/16/2025

  Hello ***, 
  
  We’re very sorry to hear about the trouble you experienced. This isn’t the level of service or product we strive to provide, and we sincerely apologize for any inconvenience this may have caused.
  
  It appears you were able to contact our support team and receive a 3-month refund and the steps to transfer your number out. While we regret that things didn’t go as expected, we thank you for your feedback. It helps us identify areas for improvement and further investigate device issues. 
  
  Please don’t hesitate to reach out if there’s anything else we can do for you, we are here to help.
  

  Customer Answer

  Date: 07/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23604116, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/28/2025

  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.

  This product simply doesn't work. The interface is clunky, only one parent is able to access the phone or track a child. **************** is basically useless. We bought a two-year plan to save money, but since we activated in December of 2024, the phone has worked for about 3 months. Its absolute junk.

  Business Response

  Date: 07/10/2025

  Hello ****, 

  We are so sorry to hear of this experience. This is not the type of service we aim to provide. We apologize for any frustration this has caused you and for any miscommunication that has happened on our part.
  
  We have reached out to discuss your experience in more detail and to go over the best next steps for your device. We are truly sorry that the service did not meet your expectations and appreciate your feedback, which helps us improve.
  
  If theres anything else we can assist you with or if you have further questions, please feel free to reach out.
  

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Gabb Wireless sells products that don’t work. As parents trying to avoid getting our kids iPhones and Apple Watches, this company preys on parents trying to keep their kids safe. We have owned multiple Gabb watches and every single one has had major issues. Issues range from not turning on even when it is brand new, service constantly disconnecting, not being able to contact parents or child at least daily, the app completely disconnecting from our watch, and it not charging. They also have abismal customer service that states they will call you back and they never do. I have to send emails to follow up, only to be told they will call me, and then they don’t. The insane inconsistency with service is the worst part. It is a lie that they are connecting to Verizon towers like we were told.

• Initial Complaint

  Date:06/02/2025

  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.

  Gabb watches do not work and have a different software bug or other issue every month or so. They regularly will not work for their advertised purposes - tracking and being able to call the watches. Their customer service is virtually nonexistent and requires many hours to get through to them.

  Business Response

  Date: 07/15/2025

  Hello ********,
  
  We're truly sorry to hear about your experience. This is not the level of service we strive to deliver, and we understand how disappointing and frustrating this must have been.

  It looks like you were able to connect with our support team to cancel your line and recieve a refund.  While we're sorry to see you go, we appreciate you taking the time to share your feedback. 

   

  If theres anything more we can do or if you have any lingering questions, please dont hesitate to reach out. We're here to help.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23409422
  
  I am rejecting this response because:  I did not receive a refund as Gabb claims in its response.  I did cancel our subscription going forward but I did not receive a refund for the watches, which did not work as advertised.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 07/16/2025

  Hello ********, 
  
  Thank you for your response. We sincerely apologize for the confusion in our previous message. After reviewing your account again, we realized that we misread the refund notes and apologize for the communication error.
  
  To clarify, while you did not receive a refund initially, we have now processed a refund for the last 6 months of service. It can take up to 15 business days for the funds to be refunded to you, depending on your financial institution.
  
  Were very sorry that the watches did not meet your expectations, and we appreciate your patience as we work to make this right.
  
  Please dont hesitate to reach out if you have any further questions or concerns. Were here to help.

  Customer Answer

  Date: 07/17/2025

   
  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:05/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a brand-new Gabb phone for my daughter March 25. One week later, the call feature experienced difficulties. When my daughter placed calls, no one could hear her, though she could hear them. I contacted Gabb customer support through several means over the past 1.5 months -- online chat, by phone, by email. I have performed all the troubleshooting tips they provided, and nothing has worked. At one point, I was put on hold for 45 minutes for tech support only to be hung up on. I have emailed pictures of the phone to show there was no damage. I have requested a replacement phone and I am getting the run-around.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 are constantly having issues with our gabb watches. They are wildly unreliable, getting through to tech support or customer service is a nightmare and when we finally do get through to them they can't ever do anything to help. We've troubleshooted the same issue multiple times and I shouldn't have to factory reset the watch every 30 days!

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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.

  This company has consistently failed to provide a working product (Gabb Watch 3) or a reliable wireless service for it. Their 'customer support' and 'tech support' are nothing but an endless series of tasks designed to accomplish nothing but to waste your time, and mount up frustration to the point that you just give up trying to get their device and service to work.
  I'm hereby requesting a full refund for the last 12 months of service.
  
  This is a device and service designed to monitor and protect a child. This product fails to do those things.

  Business Response

  Date: 07/16/2025

  Hello Maximo, We are so sorry to hear of this experience with your Gabb Watch 3 and the Customer Support Team. This is not the type of service or product that we aim to provide. We apologize for any frustration this has caused you and for any miscommunication that has happened on our part.

  It looks like you were able to contact the support team to cancel your line, and we have refunded the last 3 months of service. We are truly sorry that the service did not meet your expectations and appreciate your feedback, which helps us improve.

  If theres anything else we can assist you with or if you have further questions, please feel free to reach out. 

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Gabb watch to be able to track my daughter and keep her safe. The watch was defective and had to be replaced only a few month after we bought it. Despite not being able to use the service I am being charged for they continued to charge me for the months without a working watch. It is not several months later and the new watch is now also defective. At this point they have put my child in harms way as we are again with out a tracking device. I am so fed up with defective products from Gabb that I asked to have the service contract cancelled without an early termination fee due only to Gabb continually shipping me defective devices. They are not providing a service yet demand to be paid for it. I want my contract cancelled without any bogus early termiantion fee as they are the reason for the contract termination.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called Gabb customer service to discuss concerns I had about transferring my son's original phone number from the first phone he had to an upgraded phone I purchased through the gabb.com website today for the 2nd time since purchasing the phone. My son is 12 years old, and I liked the features the company provided for safe and age-appropriate phone usage. I purchased an upgraded phone through the website with a 1-year contract.
  When I received the upgraded phone, I looked at the website to see how to activate it and transfer his original phone number to his upgraded phone, there was no clear instructions. So, I called customer service to get help, but still didn't get clear instructions. I told my son to not use the upgraded phone until I figured out how to get his original number transferred to the upgrade phone.
  I tried again last night to transfer phone number to upgraded phone via website, and noticed that I've been charged for 2 phone lines. When I called them today to still get help with transferring phone number and discuss charges for 2nd phone line, I was told that there would be an early termination fee to end service for the 2nd line, a line I never wanted to activate and my son has never used. I was told the only way I could waive the early termination fee was to get a 2-year contract, but I only want a 1-year contract, and it seems like I would be paying more for the phone with the extended contract than I would paying for the fee. I was on the phone for almost 1 hour trying to resolve the issue with no resolution. They refused to refund the money for the 2nd line or waive fee.
  I've dealt with unsatisfactory customer service, unclear information on the website and difficulty with the process of resolving issues since deciding to upgrade my son's phone. I don't believe upgrading a phone should be so difficult and complicated. I wish I would have done more research with Gabb before deciding on it. I've decided not to continue services with them.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 got a phone for my child from gabb wireless (a company that markets phones for kids specifically as a safer option) because I needed to keep in touch with her and also keep tabs on her location.
  The GPS tracking function has never worked as it should. It's been patchy at best. However, since last August it has not tracked my daughter's phone at all. I have called gabb several times and wasted time troubleshooting the phone but it has never worked. In light of the fact that my child now drives, tracking her has become an absolute necessity. I told gabb that they either make the GPS tracking work or waive their early termination fee. They offered me 22 dollars off the 90 dollars ETF. I think this is unfair to me as a customer. I am terminating for cause. This company's product is not doing what it purports to do so I shouldn't be bound by their contract. I am keeping the other phone on the account which actually works. I am terminating the other phone because despite my patience and countless hours troubleshooting gabb seems impotent and unable to fulfill their part of the deal as regards my daughter's phone. I should not be made to adhere to a contract when gabb will/can not fulfill it's obligation to me.