ComplaintsforThe Cell Phone Guy, LLC

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped our son’s Nintendo switch off to have it diagnosed and possibly repaired. We were never notified of the cost of the repair, but instead the unit was repaired and then we were notified of the additional cost besides what we paid for a diagnostic fee. We contacted them on 2 different occasions asking for updates on the system and they didn’t have info for us. They lack communication about your device or even about the estimated cost for the repair. After reading the terms and conditions on the back of the sales ticket, you are agreeing to pay them whatever they charge for your repairs or forfeit your item to them to resell later. They have you between a rock and a hard spot. You are never allowed to decide if the value of the repair is worth it or not. In our case, my wife dropped it off, but did not sign anything. She did not agree to their terms. I had a VERY long discussion with them when I picked it up. I felt I should only pay part of the total because we already payed a diagnostic fee to have it diagnosed. The way they do it is start removing and replacing parts until it works. When we did ask how much the repair was going to be, they couldn’t tell us because they don’t seem to know what a part costs or how much the labor is to install that part. When I was there to pick it up, they couldn’t or wouldn’t tell me how much the parts or labor was. My bill was for “time and effort.” So our $289 switch cost us $75 diagnostics and $201 repair fee for a total of $276. At that point, you’re invested because you already paid to have them diagnose it and you’re stuck because buying a brand new replacement item is another $289. Bottom line: you will pay more than you expect for repairs and you will either pay what they tell you or you will forfeit your device. Plus, they will proceed with repairing it without telling you what it’s going to cost you.

  Business response

  09/30/2024

  Customers wife dropped off the switch and paid $69.99 + tax. ($74.33) with tax. The customer thought it was the charging port, we informed the customer it may be but it may be something else inside. We are so glad we didn't let the customer pay for the charging port as this was not the repair needed. 

  Customer called and talked to us, and we informed the customer we believe it to be a motherboard chip inside the unit that is failing, but we were waiting on the parts. 

  We replaced the chip and our diagnostics and "guess" was correct even though it was different than the customers "guess". 

  For a motherboard chip replacement of this style the parts and labor cost was $189.99 + tax. 

  The customer seemed to want to tell us we should operate business differently, but we disagree. 

  If this motherboard chip would have no been the issue then the repair attempt would have been charged $0. 

  We were clear up front that it would cost more than the diagnostics, however it depends on the issue and what parts and labor was needed for the successful repair.

  Customer put a post on social media, and we feel it is misleading due to the way the post is written. 

  We would suggest removing the post online as we are monitoring this for any additional legal action.

  Customer response

  10/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  my wife called the business when we did not hear back from them about the repair. They said that it was not the charging port. She asked what do we do from here.?  They did say they thought it was a chip. We thought they would figure out what it was and then let us know how much repairing that part would cost. We never got a follow up phone call letting us know what the repair cost would be to make a decision about whether the repair would be worth the repair cost or not. 
  

  in this format, the term diagnostic cost is misleading. The diagnostic cost should cover determining what the broken part is and what it would cost to repair said part. 
  

  we never signed the initial user agreement agreeing to their terms and never gave the go ahead to repair the item without knowing the cost. 
  

  we are free to speak about our personal experience with the company on social media without fear of sharing our experience and getting silenced by threats of reprisal. 
  
  Sincerely,
  
  ***** *******

  Business response

  10/14/2024

  Customer paid and accepted the price. I am not sure what else we can do at this point as we provided service and customer paid for the service. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Under Section 37-24-6 of the Chapter classifies false and fraudulent advertising as a deceptive act or practice and therefore prohibited. I feel I was lured under false and deceptive practices. I spoke to Tyler owner of the cell pbone guy, I told him I had an insurance claim to fix my phone. He proceeded to con me into paying for the full ammount out of pocket staring I would be reimbursed. The next day while attempting to get my reimbursement I realized I was at the wrong store he then proceeded to offer his assistance by committing insurance fraud and purchasing a insurance plan from his store inorder to submit a false claim on a future date.

  Business response

  10/27/2023

  Customer received all services he was charged for. Customer was threatening and name calling in the store. Our business called the police to have the customer removed from the store. Police called and advised us to not help the customer. The customer called back and told our employee to eat dick.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to get used phone, $149.99, found out at ******** it cost $60-new, Tyler found out I was on PSS and sent me to ******** ******** where **** informed me the items I marked on the receipts. He printed on one page activation was free, them on another page charged me $39.99. ***** **** is disputing charges agent could not believe what she was documenting.

  Business response

  09/20/2023

  The customer bought an unlocked phone. A locked version of the phone would have been cheaper. The customer was unable to get a locked one because he was on ******** **** and then had to transfer to ********. If he would have gotten a locked phone he would not have been able to use it on ********. The customer came into the store and demanded a refund. We helped the customer refer to a FREE monthly plan ACP program. Without us recommending this plan he would be charged $360+ a year for phone service. With our recommendation he will be charged $0. When it left our door it was working. Is there something physically wrong with the device?

  Business response

  10/01/2023

  The client had no idea he could get a $0 monthly service. We helped save him $30 a month for the rest of his life or until the us government stops this program..

  $360 in a year 

  $36000 in 10 years 

  Customer you are welcome for helping you and teaching you about this program. 

  We charge activation fees on all phones we sell. ******** is a different company so they may or may not have activation fees. 

   

  The phone was unlocked. The phone used and unlocked have a higher value than a new locked one. 

   

  If there is a warranty issue the client did buy a warranty.

   

  We don't offer refunds. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We took our son’s laptop in December 2022 to have the charging port repaired. It was sent to ******** for the repair. We have been attempting to get the laptop back and have been told “it was sent to the wrong location “ and now today 3/15/23 we are told “the wrong laptop was sent “. We are not able to get our laptop returned to us and have been told it was not repaired

  Business response

  03/26/2023

  We offered a solution and haven't heard back from the customer. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took a ******** switch to be repaired. Paid a total of $******, then was given a product that was not mine. I returned it to store to inform them of the mistake and was refused a refund and told to leave the place of business on December 6, 2022.

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/12/13) */ The customer has her correct ******** Switch. We had many and one of our humans made a mistake. It has been correct. We cant offer a refund as the service is complete. Thanks again, Tyler

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/5/22 I went to the Cell Phone Guy to buy a refurbished phone after losing my existing phone. I purchased ********************* and then went to the ******* store to activate it. I then realized I was significantly overcharged and could have bought a new phone and newer model for less. I returned to the store within 10 minutes of buying the phone and asked to return it. The owner shared that they have a no return policy and there was nothing they could do. I asked why they did not share this at the time of purchase and why that policy was posted nowhere in the store. He said it used to be stated on the back of the monitor at the checkout desk but they recently got a new monitor. He said there was information about the return policy on the receipt that was emailed but there was no way for a consumer to know this until after making the purchase, going into their emails, and then clicking on a link and reading through terms on a separate webpage. My frustration is not that I had buyers remorse or that they have a no-return policy. It is that they don't effectively communicate their return policy to consumers which is dishonest. Had I know this prior to the purchase I would have taken my business elsewhere. I'm also frustrated that the store's owner, who sold the phone to me, took no corrective action and did not own up to their lack of communication. This seems very dishonest and unethical.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/12) */ Customer came in before hours and purchased a cell phone. The customer still has the phone and case. If there is any warranty issues we can help, however we do not offer cash, credit, money back returns. Customer purchased an UNLOCKED device that has a much higher value than a ******* LOCKED device. The customer had a buyers remorse reason for returning. This is not a valid reason for return. We offer warranty and exchange and this was offered to the customer. 14 day exchange.

*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. ↩