Additional Information for T-Mobile USA, Inc.

 The BBB reports on businesses, both accredited and non-accredited. If an organization is a BBB Accredited business, it is stated in this report. Name: T-Mobile USA Inc Phone: (800) 937-8997 Address: 12920 SE 38th St Bellevue, WA 98006-1350 Website: www.t-mobile.com www.tmobile.com Original Business Start Date: June 1999 Local Start Date: January 1999 Principal: Mr Robert Dotson, President/CEO Industry Classification: Cellular Telephone Service & Supplies BBB Accreditation: This organization is not a BBB Accredited business. Additional DBA Names T-Mobile Nature Of Business This company offers wireless voice, messaging, and data services. Marketplace Experience Based on BBB files, this company has an unsatisfactory record   BBB Definition:unsatisfactory  record - A company has an "unsatisfactory business performance record" with the BBB is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern   BBB Definition:pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business. of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark. with the BBB due to failure to respond to one or more complaints and or two or more otherwise unresolved   BBB Definition:unresolved - The company failed to resolve the complaint issues. complaints. However the business has resolved   BBB Definition:resolved - The company resolved the complaint issues. most complaints presented to the bureau. Complaints concern contract issues   BBB Definition:contract  issues - Claim of alleged failure to honor contract or agreement, work performed without authorization, or invalid contract., credit and billing disputes, and customer service issues   BBB Definition:service  issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.   BBB Definition:customer  service  issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. The BBB processed a total of 18205 complaints about this company in the last 36 months, our standard reporting period.Of the total of 18205 complaints closed in 36 months, 7278 were closed in the last year. Advertising Issues   BBB Definition:Advertising  Issues - Claims alleging print or electronic media advertised claims or practices misrepresent the service or product offer.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      280 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     1 - Company offered a partial (less than 100%) settlement which the consumer accepted.     385 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     5 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      9 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      64 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     7 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     3 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      12 - Company failed to respond to the BBB to resolve or address the complaint issues.   Contract Issues   BBB Definition:Contract  Issues - Claim of alleged failure to honor contract or agreement, work performed without authorization, or invalid contract.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      517 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     12 - Company offered a partial (less than 100%) settlement which the consumer accepted.     539 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     62 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      12 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      58 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     32 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.     37 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      35 - Company failed to respond to the BBB to resolve or address the complaint issues.   Billing or Collection Issues   BBB Definition:Billing  or  Collection  Issues - Claim alleging billing errors, unauthorized charges, or questionable collection practices.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      2097 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     99 - Company offered a partial (less than 100%) settlement which the consumer accepted.     2698 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     532 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      63 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      253 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     275 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     195 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      264 - Company failed to respond to the BBB to resolve or address the complaint issues.     1 - Company indicated it will not resolve consumer issues through the BBB process.   Sales Practice Issues   BBB Definition:Sales  Practice  Issues - Claims of alleged sales presentations made in person or by telephone that contain misrepresentations of the product or service, high pressure sales practices, failure to disclose key conditions of the offer, and verbal representations not consistent with written contractual terms or agreements.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      147 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     7 - Company offered a partial (less than 100%) settlement which the consumer accepted.     143 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     26 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      5 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      12 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     16 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     12 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      16 - Company failed to respond to the BBB to resolve or address the complaint issues.   Delivery Issues   BBB Definition:Delivery  Issues - Claims alleging delayed delivery of ordered merchandise.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      215 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     4 - Company offered a partial (less than 100%) settlement which the consumer accepted.     194 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     8 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      3 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      21 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     5 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.     14 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      11 - Company failed to respond to the BBB to resolve or address the complaint issues.   Repair Issues   BBB Definition:Repair  Issues - Claims of alleged incorrect diagnosis of a problem, delay in completion of repair, or inferior workmanship.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      9 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     2 - Company offered a partial (less than 100%) settlement which the consumer accepted.     13 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     2 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      2 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      3 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     1 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     1 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      2 - Company failed to respond to the BBB to resolve or address the complaint issues.   Service Issues   BBB Definition:Service  Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      881 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     34 - Company offered a partial (less than 100%) settlement which the consumer accepted.     1092 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     148 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      46 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      58 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     144 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     125 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.     1 - Company agreed to arbitration   BBB Definition:arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp in accordance with their BBB agreement, but the consumer declined.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      101 - Company failed to respond to the BBB to resolve or address the complaint issues.   Customer Service Issues   BBB Definition:Service  Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.   BBB Definition:Customer  Service  Issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      413 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     17 - Company offered a partial (less than 100%) settlement which the consumer accepted.     571 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     97 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      27 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      37 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     52 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.     67 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      58 - Company failed to respond to the BBB to resolve or address the complaint issues.   Guarantee or Warranty Issues   BBB Definition:Guarantee  or  Warranty  Issues - Claims alleging failure to honor the terms regarding guarantees or warranties.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      239 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     9 - Company offered a partial (less than 100%) settlement which the consumer accepted.     230 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     41 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      7 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      11 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     17 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     18 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      14 - Company failed to respond to the BBB to resolve or address the complaint issues.   Product Issues   BBB Definition:Product  Issues - Claim alleging a product does not meet the expectations of the complainant, including defective merchandise.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      603 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     15 - Company offered a partial (less than 100%) settlement which the consumer accepted.     776 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     114 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      27 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      91 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     107 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     35 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      67 - Company failed to respond to the BBB to resolve or address the complaint issues.   Refund or Exchange Issues   BBB Definition:Refund  or  Exchange  Issues - Claim of alleged failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.    Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      844 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     31 - Company offered a partial (less than 100%) settlement which the consumer accepted.     1007 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.     121 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.   Unresolved   BBB Definition:Unresolved - The company failed to resolve the complaint issues.      45 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      47 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.     48 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.     132 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.     2 - Company agreed to arbitration   BBB Definition:arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp in accordance with their BBB agreement, but the consumer declined.   No Response   BBB Definition:No  Response - The company failed to respond to the complaint.      77 - Company failed to respond to the BBB to resolve or address the complaint issues.   Issue Not Defined   Resolved   BBB Definition:Resolved - The company resolved the complaint issues.      8 - Company resolved   BBB Definition:resolved - The company resolved the complaint issues. the complaint issues. The consumer acknowledged acceptance to the BBB.     7 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.     4 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.   Administratively Closed   BBB Definition:Administratively  Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution      1 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.   Company Management Additional company management personnel include: Consumer Relations Additional File Information This report   BBB Definition:report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB Accreditation information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues   BBB Definition:advertising  issues - Claims alleging print or electronic media advertised claims or practices misrepresent the service or product offer. or other information that results from activity conducted by the BBB. summarizes the BBB of Alaska,Oregon and Western Washington's experience with the headquarters of T-Mobile USA, Inc., formerly known as VoiceStream Wireless. T-Mobile also maintains local retail operations outside of this reporting area. You may wish to contact your local BBB for their report   BBB Definition:report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB Accreditation information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues   BBB Definition:advertising  issues - Claims alleging print or electronic media advertised claims or practices misrepresent the service or product offer. or other information that results from activity conducted by the BBB.. Additional DBAs, Addresses and Telephone Numbers Additional Addresses PO Box 37380Albuquerque, NM  87176-7380 Additional Phone Numbers Tel: (800) 937-8997 Report as of January 30, 2008Copyright© 2008 BBB®, Inc. If you choose to do business with this business, please let the company know that you contacted the BBB for a report   BBB Definition:report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB Accreditation information, and BBB complaint activity over the previous three years. Also reports may include any known government actions, advertising issues or other information that results from activity conducted by the BBB.. BBB reports may not be reproduced for sales or promotional purposes.The information in this report has either been provided by the company or has been compiled by the BBB from other reliable sources.As a matter of policy, the BBB does not endorse any product, service or company. BBB reports generally cover a three-year reporting period, and are provided solely to assist you in exercising your own best judgment. Information contained in this report is believed reliable but not guaranteed as to accuracy. Reports are subject to change at any time. Privacy Policy Trademarks Terms of Use © 2008 Council of Better Business Bureaus