ComplaintsforPrime Communications, LP
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Complaint Details
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Initial Complaint
02/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 12/26/23 my husband & I went to a local AT&T store to ask about adding an Apple Watch to our plan & if they were offering any specials to trade in our current phones. Byron, told us he could offer a promotion that gave my husband & I, $1,000 rebates on the iPhone 15 Pro & Pro Max by trading in our current 12 Pro & 12 Pro Max. We confirmed multiple times because that essentially meant our upgrades were free. He assured us we would each receive $1,000 in credits. We then confirmed with his manager, Patrick, that we would each receive $1,000 in credits & he confirmed. They went so far as to circle it on the paper they had us sign for the trade-in. After Byron had us factory reset both phones, purchase new charging blocks & throw out our old cases, he assured us we could leave & return our old phones later. Something felt “off” about the situation so I told my husband I wanted to stay until the trade-in process was completed. After over 2 hours of waiting, Byron tells us “I can only give you $830 for the 12 Pro but don’t worry, it’s only a few dollars less per month.” When I said “This isn’t the promotion you initially offered”, Byron responded that the promotion had “just ended” & this was the best he could do. After contacting AT&T support over the phone, while still at the store, we confirmed the promotion had not ended but he gave us incorrect information on credit amounts. The manager I spoke with over the phone offered to credit 50% of Byron’s mistake if the store would credit the remainder. Byron said this wasn’t an option. We asked him to call his manager, Patrick, who also said it couldn’t be done. The AT&T manager on the phone said they were incorrect, it could be processed & she would reach out personally to ensure it was done. We were told the credit was approved by a regional manager & would be applied to the account. It’s been 2 months & we still have not received the credit. I’ve asked for Patrick’s manager to call me & still haven’t received a call.Business response
02/27/2024
Thank you for reaching out to us regarding your recent experience with our store. I want to extend my sincerest apologies for any inconvenience or confusion caused during your visit.
After reviewing the details of your case, I understand that there was a discrepancy between the quoted $1000 trade-in promotion and the actual value of your device, which qualified for $830. I'm glad to hear that our Customer Care team was able to assist by applying an $80 credit, and I've taken the liberty of further addressing the remaining $90 to offset the misquoted promotion. You should expect to see this credit reflected on your account within the next 48 hours, and it will be itemized on your upcoming bill cycle.
Our goal is always to provide transparent and accurate information to our valued customers, and I regret that we fell short of this standard in your case. Your feedback is invaluable to us as it helps us identify areas for improvement and ensure a better experience for all our customers.
Once again, I apologize for any frustration or inconvenience this situation may have caused you. We truly appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
If you have any further questions or concerns, please don't hesitate to reach out to me directly at prioritycustomer@primecomms.comThank you for bringing this matter to our attention, and for your continued support as a valued customer.
Sincerely,Shannon ******
Customer Experience Manager
Initial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to the New Milford CT ATT mobility store on June 1st. for a activation of a customer owned ZTE hotspot. Ben said that this required a new sim card, he inserted sim card into slot and it got stock. He should not have taken carrier off of sim card, it made it smaller than original. He then tried to get it out to no avail and another employee tried to remove with poker tool. They could not remove sim. I waited 1 hour while they played with unit and called technical support. I told them I would remove sim at home with fine tweezers which I did and put larger carrier back on sim for proper inset. carrier had been damaged by their work on June 1st evening. I went back saturday and should them the carrier and the damage and they denied all wrong doing and said I had damaged the unit. I spoke to the manager and she said there is nothing that she could do. Buy a new unit or return unit to manufacturer for repair. They damaged the unit by inserting smaller sim card than required and getting it jammed in unit and damaged device by trying to remove with inadequate tools and knowledge. Then had the gall to say I damaged it. They take no responsibility for issue.Business response
06/22/2023
PRIME Communcations has ackowledged this BBB complaint and our Customer Experience Manager has made several efforts to reach out and address this concern. In our previous email, we provided a detailed resolution offer.
To summarize, we would like to offer to credit any insurance deductibles that may be incurred for replacing or repairing the device that was potentially damaged in our location. If you find this offer acceptable, please reply to the email and let us know when you have filed the insurance claim.
We value your feedback and aim to provide a satisfactory resolution. If you have any further questions or need clarification, please don't hesitate to reach out.Initial Complaint
05/23/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 16, 2023, I traded in my wifes iPhone at Prime Communications West *************** location. The agent assisting me advised that she qualified for a $350 credit for her phone. On Wednesday, January 25, 2023, my wife received a text message from **** informing her that she needed to upgrade to an unlimited plan to qualify for the trade-in offer. This was never mentioned when he took receipt of her old phone.On January 27, 2023, I complained to the store manager. He advised that the ************ were to upgrade the plan or return the new phone. He said my wifes old phone would have been sent to **** within 72 hours of receipt. If I was agreeable to upgrading our plan, I would have done so on the same day as the purchase and my wife does not want to return the phone. As it stands now, Prime Communications took receipt of my wifes old phone, knowing that no compensation would be provided. I twice emailed the district manager but received no response. It appears that Prime Communications intend to ignore this issue and are not interested in resolving it.Business response
03/02/2023
We received a notice that a complaint had been filed against ** (ID ********, attached).Upon reading the nature of the complaint, weve ascertained this is being filed against/sent to the wrong business. From what we understand (we have been confused with AT&T Prime Communications a number of times in the past so we of course sought out their information), there are a number of AT&T retail stores that also go by the name of Prime Communications. We are in no way affiliated with AT&T or any of these stores. Our information is below, and this is our sole physical location:Prime Communications 1, Inc.333 ****************************., Ste. 2400*******, ** 60606** ***************** #: 65117223We are a low-voltage electrical contractor that mainly handles the installation and configuration of cabling for telecommunication services in commercial spaces. Again, we are in no way affiliated with AT&T Prime Communications or any of its subsidiaries.Please contact me if you have any questions or need anything additional.Thank you,**********************;Business response
05/31/2023
Thank you for reaching out to us and for raising your concerns through the BBB complaint and for responding to my email regarding this escalation. We appreciate your patience throughout this process and am glad that we were able to come to an agreeable resolution.
After discussing your request, we have decided to provide you with the trade-in credit of $350 that you were seeking. We understand that this credit is important to you, and we want to ensure your satisfaction without requiring any changes to your current plan.
To implement this resolution, we have filed a ticket for your request, and the credits will be applied to your account during the next billing cycle. We apologize for any inconvenience caused, and we appreciate your understanding as we process this change.
If you have any further questions or concerns, please don't hesitate to contact us directly via our previous email thread. We value your feedback and are committed to providing you with excellent service.
Thank you again for bringing this matter to our attention, and we look forward to continuing our relationship with you.Customer response
05/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
05/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I went into the authorized at&t store to do an upgrade from a 11 pro to a 14 pro. I was emailed it was a free upgrade, so I took advantage of it. Little did I know once I paid the taxes and fees that my trade in was stolen by the employee at the store that was doing my transaction. I have been trying to get the manager of the store and the district manager to help me get things straight nevertheless I have been paying for my free upgrade and no one is trying to help me get this straightened out. I have been paying for a free upgrade since 10/3/2022 and yet have get this problem straight. I m reaching out for someone to help me get this problem resolved asap. I can’t believe that AT&T is dragging a 30 year old customer through this type of negligence from a store employee. I have call customer service and the frad department and many others. As of 5/22/2023 I still don’t know no more today than I did 3 months ago. I looking for some help in this matter please!!!!Business response
06/27/2023
Complaint Information:
- Complaint ID: ********
- Date Filed: 05/22/23
- Name: Glen ***********
While this complaint was open, I had personally been in contact with the customer working on a resolution. We had come to agreement to have credits issued to the customer to provide them with the free devices they were offered at the time of upgrade. Those tickets have been approved and the customer will see the credits apply within the next billing cycles. The first credit will catch them up to their most recent bill cycle, ensuring that we have taken care of any previously missed installment credits. The credits will continue to apply for the duration of the installment agreement of the device, as any other AT&T trade-in promotion would have. I have gone over this and set clear expectations with the customer and they were satisfied with this resolution. Unfortunately, I did not get to reply to the complaint in time before we had determined the best resolution path.
Below I have provided a snapshot of the completed status for the ticket, we are still waiting for the next bill cycle so that the first round of credits can be applied.
Initial Complaint
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 04-2023 I went to The store to get unlimited package for my phone.I spoke with Sales representative Jorge S and the store manager,he didn't introduce himself.They said that need to set up an account.I asked them to check my phone if is compatible with their service.They checked and said that is ok.They set up an account and charged me 90$. The SIM card was with number 224-249-2400. When they interested SIM card it didn't start working.They tried many different things but couldn't get it working.The manager said that can't do anything about it.I asked them to refund my money and cancel everything.The manager told me that it will take couple of days.After couple of weeks I didn't get refund,so I called the store.I spoke again with the manager,he told me I need to speak with AT&T customer service.I called AT &T and explained what happened.A Supervisor from AT &T told me I need to get my money back from the store where they set up the account.I called again The store and spoke with the manager.He told me that he won't refund my money.I thing I deserve to get my money,because I never used their service, since the SIM card never start working.I need your help with this issue.Business response
04/26/2023
Upon reviewing the notes on Anton ************ accounts, AT&T's Office of the President had opened Case Number: **********-01 to process the refund, this case was approved on 04/19/23 - I have attached a photo of the note stating this. The refund will come in the form of a prepaid MasterCard in the mail to the address on file. *** * ******** ** ********* IL 60074. This process generally takes 10-14 business days from the date of approval. If you do not receive the prepaid MasterCard, please reach out to AT&T and they will be able to resend the card. I have spoken with leadership over this location and there will be a training on how to test phone compatibility for this team. Thank you for bringing this to our attention, I hope this resolves your concerns.Initial Complaint
03/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
2 weeks ago, I stopped into a store trying to get an upgrade on my account. Since that day I have been back to the stores 3 times and still not upgrade. I have had a fraud alter, 3 sim card changes and a lot of wait time while the salesperson is on hold with "customer service" . I jsut need help upgrading my device.Business response
03/10/2023
PRIME Communications’ Customer Experience department has contacted the consumer regarding a notice received from the Better Business Bureau. PRIME communicated with the consumer and shared the details of the resolution reached. PRIME provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Customer response
03/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
03/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Prime Communications in Tewksbury MA is an authorized AT&T retailer. Their salespeople, specifically Michael A., are scammers. They repeatedly lied to me on a transaction on 11/25 when I went in to upgrade to a new phone on my existing account. I was told I could get an iPhone 12 mini for a dollar a month for 36 months. I was told I was financing the phone and getting a monthly credit back. I repeatedly asked throughout the process if my bill would be the exact same amount going forward outside of the cost of the phone. I was repeatedly told yes by Michael. At the end of the transaction he pulled out a pair of AirPods, which I didn’t even ask for, and said “here you get these for free.” He rang them up and sent me on my way. I have text messages sent to family that day where I relayed that I was given AirPods for free at the store, and the reason I said that is because that is what I was told face to face by Michael. Fast forward to my subsequent bills from AT&T, and they include an ongoing subscription charge of 20 dollars and change per month that had never been on the bill before. The bill also included a new 17 dollar a month charge for device protection for the new phone, which I also never asked for. Apparently when you ask Michael a simple question about whether your bill will change outside of the cost of the new phone, he’s too confused or dishonest to tell you that he added device protection to a line that never had it before. The inept store manager there will justify Michael’s dishonesty on this piece later by saying it is “standard” to automatically enroll you in device protection with a new phone - even when you don’t ask for it, and even when you specify that you want no additional new charges on your bill - and put it back on you to call and cancel it. Basically it’s YOUR fault that they silently add a new monthly charge to your account, or AT&T’s fault, but NOT their fault. After contacting AT&T customer service about the new subscription charge, they told me it was for financing the AirPods that Michael said were “free” in store when he handed them to me. Customer Service refused to take care of the issue for me, saying they couldn’t do anything about it because it was a point of sale charge, and that I needed to speak to the store to rectify it. Today I spoke to the inept manager at Prime Communications, who told me that I had agreed to finance the AirPods as part of my agreement to get the phone for a dollar a month for 36 months. He has nothing I signed showing I agreed to finance AirPods in exchange for the phone deal I got, but he says that the transaction I paid for at the time shows that I agreed to this. Essentially I got screwed for trusting that the salesperson was being honest in what he told me about every piece of the transaction before running my card through. Literally none of this “contingency “ in tying my phone deal to financing of the AirPods was mentioned at all when Michael quoted me the deal on the phone, and apparently his definition of “free” means that you actually will be charged later. Michael is a liar, his store manager is a liar, and they completely misrepresented the transaction in their in-store discussion with me, then lied about it more after the fact. I even offered to return the AirPods, which I never asked for or wanted to begin with, and they refused to accept a return because of their trumped up story about how they couldn’t honor a return based on the fact that it was tied to the deal I got on the phone. These are dishonest people who say one thing and do another. They will lie to your face about what they are offering you and claim no responsibility for it later. Someone needs to hold them accountable for their deceitful business practices.Business response
03/17/2023
Local PRIME Communications field leadership been in contact with customer during a store visit and stated that they would process a return and refund whenever it is convenient for the customer. Store manager has been made aware of the BBB complaint and proper process to complete the agreed upon resolution. PRIME Customer Experience Department provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Customer response
03/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.I read on here that the response from the business states that the consumer is satisfied. I haven't even spoken to Shannon ****** except to receive an email from her. I reached out and asked for her phone number and am pending a response. There are several issues with the way staff acted in Tewksbury that still need to be discussed. I'm not sure where the feedback came that I am satisfied with any resolution when the business and I haven't actually actively spoken about the resolution.
I think we are getting there, but need to speak to Shannon first.
Regards,
Business response
03/21/2023
Upon further discussion, we have reached a new resolution. I want to thank Mr. ******* for taking the time to speak with PRIME Communcations' Customer Experience department and giving further details into the situation. These notes will be of great aid in investigating these employees and their actions. PRIME has provided contact information for any additional questions or new information regarding this case. The Customer Experience department will be working with PRIME's HR and LP to ensure that no other customer have issues at this location. Mr. ******* indicated that he was satisfied in our last conversation, and I will be closing this case out on the BBB side btu continuing on PRIME's internal resources.Customer response
03/21/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.I appreciate the time and effort Shannon put into our discussion today. Thank you for working with me to address my concerns.
Thanks.
Initial Complaint
09/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Went to an authorized **** ****** ***** owned by Prime Communications. The salesperson offered me a free ****** along with a new ******, yet I am being charged for the ****** on my **** bill. The salesperson was Reginald H. at the ***** ********** **** *** ** ***** store. He also added ******* ********* *** ****** which I was able to cancel contacting **** Customer Service. **** Customer Service cannot help me with this FAKE free ****** offer and the store manager at the retail store gave no help when I came to the store and KINDLY complained. I am looking for a CREDIT of $330.12 to pay for the ****** (36 months at $9.17) At the time of purchase I never received a RECEIPT as they said their printer was down. When I went to the store on September 26th they said they 'ran out of paper' to another customer whom I heard complaining about their bills and surprise fees.
Business response
10/17/2022
This District Manager of this area has made several attempts to speak with the customer - left multiple voicemails and text messages regarding this case. At the time of upgrade, one of our employees had quoted Mrs. ***** with $350 off their new phone with trade in. However, upon further inspection our employee found that her trade-in device would be worth $700 instead. This is when he offered to add a watch to the account as the additional trade-in value would cover the price of the watch. According to the employee, he stated that the watch would be "basically free" It should be noted that the promotional credits ($19.44) will not appear on the bill until after the second bill cycle, although they will back date for however many bill cycles they were missing from, and that the credits will appear only on the phone line but that it was discussed that the credit was used to offset the price of the watch. As the customer is getting an additional $350 in credits than their original quote, more than the value of the device, we believe this settles the issue.
Customer response
10/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.
There was no attempt to contact me with 'multiple voicemails and text messages'. This is a lie.I came into the **** with a $500 credit advertisement, not $350.
In your response, you did not address the ******* ********* ($17/month) and ****** ($6/month) services that was added without my knowledge by your sales associate. I am confident the sales associate made a COMMISSION off these two services.
I was able to rectify this total mess on my own since the response time of the **** Store Manager and 'multiple' attempts to call and email Prime Communications which lead me to write to the Batter Business Bureau.
I find it unreasonable that the store manager at the **** Store use their PRINTER as a reason not to show a customer what they signed up for when they DIDN"T sign up for it. I thought I would get an email receipt which makes sense. Nope. Once I saw the "F" rating, I was quite surprised to receive a RESPONSE from you. That is the only satisfaction I will receive from this experience.
Regards,
Ms. ******* *****
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Customer Complaints Summary
32 total complaints in the last 3 years.
9 complaints closed in the last 12 months.