Pros: We travel all throughout Wisconsin, Illinois and Iowa and get excellent reception.
Cons: Basically Customer Service problems - what their reps told us doesn't hold up and we were charged for nights/weekends even when we were not supposed to be! Much more....
Summary: We've been long time customers, even back when they were Cellular One. For the most part, the reception is great and we rarely have dropped calls. Our biggest gripe, and the one that is going to cause us to switch carriers this year is their customer service change.
They used to have excellent customer service up until about 1.5 or 2 years ago. Since then, they've changed - when we originally had our first plan we had free nights and weekends (which was an extra with NO expiration date) In the past, we always re-upped our contract with the free nights and weekends with no problems until this past year when we added another phone to our line - they tried to talk us into a diff and more xpensive plan, but we wanted to keep what we had and just add a phone. They didn't like this but said we could. We signed up for another two years thinking we were resigning the same plan we always had which included the free nights/wnkds.
So several months later I am scrutinizing our ever-growing cell phone bill (many many pages!!) and discover that they've been charging us extra for nights and weekends since we re-upped our plan! I called them, very upset, and they would NOT reimburse us for this - over $100! They claim they called one of us and told him they were going to charge him for nights and weekends, which is a total lie! Why do they think we would go 'backwards' and agree to, all the sudden just start paying for nights and weekends, instead of the plan we agreed to in their store????
They did immediately restore our free nights and weekends to our plan but I am still upset they would not reimburse us for this money they were not supposed to charge us for in the first place! To me this was very wrong for them to do - I cannot believe they did this!
Since this conversation with US Cell, their customer service people have been extremely rude to us, almost as if they were 'getting us back' for complaining to them. Just recently, our bill was due on the 6th day of the month and I had forgot to drop it off on that Friday the 2nd (I drive by their store about once a week, so I drop off payment in person) because I was home from work ill. I came in on the 7th to drop off our checks and had forgotten my employer check (my employer pays for part of my phone bill as I use it for work also - so 3/4 of the bill is paid by me and the balance is a check from my employer) and I told the lady at the desk I'll just mail that check in. She said I'd better call customer service - why? because I was a day late already...... I am thinking 'ooooo only a day late?. So I called and explained I'll mail the partial payment check right away, as I forgot it at home (I was pretty ill still...) and she told me I better not mail it - but I better go right back and drop it off at the store or they would shut my service off and charge us $25/phone to turn ea back on! Then she tells me that by her agreeing to give me the time to drive back to
