BBB gives local business failing grade

Posted at: 05/15/2013 7:26 PM
By: Maria Guerrero, KOB Eyewitness News 4


Customers of a local cell phone store are beyond frustrated.

Some have even called police because they can’t seem to get their phones back from Golden Torch on Central Avenue once they send in their phones for repairs or to be programmed.

The Better Business Bureau of Albuquerque has given the store a failing grade.

Just as Mario Maestas can’t make a call on his temporary phone, he says he can’t seem to get a straight answer from Golden Torch.

That’s where he took another phone to get fixed and programmed to work on his Cricket account.

"I'm there every day waiting for my phone and it's still not done," said Maestas.

The store on Central Avenue sells phones and repairs them.

Bianca Valencia is a customer and said this of the store:

“It's awful. I was going to tell like the whole world, anybody who would listen to me never to come here."

A man inside the store refused to talk to us. He only gave a number for us to call.

“I’m sorry the mail box is full," is what you hear when you call the number.

That is the same message the Better Business Bureau of Albuquerque said it received when it tried to get in touch with the store regarding problems reported to the BBB.

"The company has had 13 complaints on file with the BBB in the last 3 years. Of those 13 complaints 12 have gone unanswered from the company," said Connie Quillen of BBB.

Golden Torch is not BBB Accredited. It doesn’t have to be accredited but can still be rated. The BBB has rated it an “F.”

"It's best to research the company, research the product you're buying or the service you're paying for and make sure you are going to get your money's worth," advises Quillen.

In Maestas case, he says he’s out about $360 and still doesn’t have a working phone.

"If you can't fix the phone, give the refunds simple as that,” he said.

The BBB also wants people to be aware the store does not give refunds.

It urges people who are in the same situation to contact them in order to help future customers.