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TruConnect Mobile, LLC complaints

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1149 South Hill Street, H-400
Los Angeles, CA 90015 | Get Directions

(855) 878-2666

http://www.truconnect.com

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Total Amount in Dispute:
$1,421.00

Total Amount Settled:
$0.00

Complaint Experience

75%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

16 complaints against TruConnect Mobile, LLC closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
9	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
2	Unanswered

16 complaints against TruConnect Mobile, LLC

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5/30/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $180.00 Amount Settled: $0.00

Customer Complaint

5/3/2024

I applied for the Sr. Citizen benefit ACP Free wireless phone service and was accepted by Truconnect Wireless and they sent me a Stratess C7 phone. I restored my data but turned it on a couple days t days later and s system menu kept flashing on the screen so fast that I could not even read it. So being a retired IT Tech Special for 35 years before I retired I knew the Button menu sequence to get to the phone machine level trouble shooting menu but that would not work and I remember that the box they sent me had not SIM card in it because I could not make calls either. When I removed the back cover and the SIM was there. I then just closely looked and the rest of the electronic components and with my small tool nocker the batter terminal and the phone exploded and started a fire that I quickly doused out with a cold cup of coffe that I had next to me. The fire and smoke was enough to set off my fire alarm. Truconnect was called immediately and the stated only 1 phone per person per ACP rules and refused to replace it. At this time my niece had emergency brain surgery and the day this happened I had been without a phone for 9 days and could get a hold of any family members to see about my nieces condition. Truconnect refused my request for a replacement again. I had to purchase a phone and service from Metro at the initial cost of $180 for a phone and ????? from because this was way past emergency and wiped out by the entire reason for applying my for the ACP wireless. Resolution Sought I want TruConnect wireless to replace the phone and reactivate it and reactivate my ACP benefit ASAP.

Company Response

5/17/2024

05/17/2024 Re:Mr. Depari Dear BCA Carrier Support: After investigating Mr. Depari's concerns about not being able to get a replacement phone, we discovered that the customer made unauthorized repairs, which voided their warranty. Despite making multiple attempts to contact the customer via phone and email on different occasions, we did not receive a response. As a result, the case has been closed. If the customer requires further assistance, our Customer Service Department is available Monday to Saturday from 5AM to 9PM PST and can be reached on 800.430.0443. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies. We apologize again for the inconvenience and consider this matter closed. Best regards, Claudia Guerrero Director, Customer Support TruConnect Communications, Inc. Email: [email protected] Phone: 800.430.0443

4/7/2024

RESPONSE: Complaint was not answered Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

3/12/2024

I have applied for government service with the company called sage with is tru connect. In Oct 2023 downtown Dallas tx . One of the rep is using my phone. I never received it at all. He also trying to come by lady house. If you are hiring Danger people it is scary to give your information. I am going to report your company to the government. I want this service disconnect. I will also let the government you are charging a fee to get this service. Resolution Sought Cut my service off. Stop hiring homeless people and thrives.

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