ComplaintsforAlliance Mobile

• Initial Complaint

  02/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Slayton Wireless on Nova road in Port Orange manager refuses to assist in store mistake - dodges responsibility. In December of 2019, I upgraded two phone lines to iPhone 11. The installment plans for one phone was placed on a iWatch data line that was caught in the store on the receipt and told to ******** * (slayton wireless employee) that it was wrong. He expressed that they would fix it. They did not. The watch line was cancelled and in February of 2020, the entire cost of the iPhone 11 was withdrawn from my bank account because I was set up to autopay with AT&T. My bank helped to recoup the costs of the mistake because it sent me into overdraft but AT&T then set me to delinquent the full cost of the phone which I was not behind on my bill. I contacted AT&T's customer service line no less than 30 times in 2 weeks for assistance for which they said I had to go back to the store to resolve. I contacted **** the manager for assistance through AT&T loyalty who said that they would research with his general manager and resolve. I spoke with **** two times as well as various texts where he stated that he would make this right. He requested I come into the store to meet with him and his general manager at 9:30 on Saturday, Feb 22. When I arrived, **** and his general manager for the area who's name is also **** were seen leaving in their car. I called him twice on his cell for which he didn't answer and the third time he finally answered and said he had an emergency in Edgewater that they had to go to but I watched them drive right past me in the parking lot waiting for them. He stated he would copy me on the emails to his general management team (which he didn't) and that his store would refund me the installment plan of the phone if he had to to "make this right". Since then, I have worked again with AT&T to get the installment plan moved to the right phone line but they are unable to move it since the watch line is cancelled. AT&T has an open case to research the mistake but I am still showing delinquent on the cost of the phone which was supposed to be an installment plan with no way to cover the costs myself as I do not have the money and they will not set up an installment plan on the correct line to fix this store's mistake. This store dodges and does not handle their mistakes to help the customer. This store has numerous complaints online and I wish I would have done more research on just how independant these "authorized retailers" are from AT&T because they screw up wireless accounts with AT&T and won't fix them.

  Business response

  02/14/2022

  This is the response from the district manager:

   

  Hi all, This was over 3 years ago, unfortunately I do not remember this customer and to my Knowledge before aroe we could not upgrade watch lines too phones. 
  Thanks,

   

   

• Initial Complaint

  02/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/29/20, my husband and I purchased two new phones from the *** wireless store in ************. We were given a print out of our plan and our ****. ******* told us if we had any issues to return. Before the new billing process could start, we returned to PA. We have dealt with *** themselves on the phone as well as going into the store in ** directly. We were told both times we have the Unlimited Starter Plan with two new lines which was required to get the phones at the advertised deal. However, we were printed a **** by ******* and shown our monthly expenses with three lines and three devices. I still have that **** as proof. I feel it was wrong to present us with a **** estimate incorrectly. A mistake, perhaps...but we are paying for it, for 30 months!My only complaint is that the original **** print out is not being honored nor can we get it honored. We are stuck with the payments we didn't expect and were not told about.I would like to add that we have always otherwise had wonderful service and help at this store and would continue to shop there. This is just something that should not have happened and we need to get resolved.Product_Or_Service: Apple iPhone XR

  Business response

  02/11/2022

  i sorry about the delayed follow up. Looking into this customers account it seems they added two lines to there account the day we did the transaction and they are paying a installment of 1 dollar per phone. Due to it being so long ago (almost 2 years ago) I do not remember details of the transaction and I was not made aware there were any billing issues until I received this email. The customer is almost done with the 30 months so they can cancel these lines if they arent using them to bring the **** down. Please let me know if you need anymore information. I emailed the customer and asked them to send me the quote I gave them so I can get a better idea of where the **** should be at.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I needed an upgrade for my current phone. I was unable to do a trade-in online as my current cell phone's screen is cracked. This store had the cell phone I wanted (after checking AT&Ts website). Online this store was supposed to be open at 10am on Sunday, so I went by on 11/17/18 (I live in ****** County and only go to ****** County on Sunday). The store was not scheduled to be open until 11am on Sundays. I had most of 11/18/19 off and had other things to do, but went to the store anyway. Big mistake. I have been to this store before and had no problems, but that day was different. I told the sales rep that I wanted to pay off my old phone and was interested in a particular cell phone. It was as the rep did not hear me. He brought out the phone I wanted, kept saying he would talk care of me, ran me over with words when he told me that a second line was needed and I could not get in that I did not need or want a second line. This whole thing has been a horrendous experience. I was there almost 2 hours while the other sales rep went to lunch and the store filled with customers and this rep would not stop foisting things on me until I had signed a contract. He even tried to sell me something else that I knew was not going to work. The next day I am reading my e-mail and hit the roof with all the new charges on my bill. I canceled the unwanted second line and told AT&T I would take the cell phone back. I feel I should not have to pay for the restocking fee since I was mislead about the contract. AT&T is telling me I could have upgraded my current cell to the one sold to me by the rep without the second line, but the rep would not do that. We discussed a different one. I had printed the info from the AT&T website with the price on it. The rep refused to tell me the price until I asked. He quoted me $160 over the listed prince. I refused. He quoted me a second price, still more than the printed price. "I thought you would want the protection plan." - added without my permission, but he did not ask Product_Or_Service: Mobile phone Order_Number: ************ Account_Number: ************

  Business response

  02/15/2022

  Response from our district manager:

   

  Due to the length of time on this issue I’m unable to research it in opus, Also I do not have access to rq anymore to pull up the transaction. Unfortunately due to this account being 2019 I’m not able to do much on it. 

  Customer response

  02/23/2022

   I am rejecting this response because:
  The company should have responded in a timely manner to my complaint.

  The next time I need a new cell phone, I will visit another location and not give my business to this store. Or I will work with AT&T directly.

  
  

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 5, 2020, my elderly father, who suffers from dementia, went to Slayton to reactivate his ************ that he had forgotten to pay. Rather than help him reactivate his service, Slayton salesman ******* * sold my father another phone, increasing his **** substantially.

  Business response

  02/09/2022

  Can you provide me with the store that this customer went to?  thanks 

*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. ↩