Complaints

This profile includes complaints for Apple Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Store

  1200 Morris Tpke Ste B102 Short Hills, NJ 07078

• 

  Apple Retail Store

  3710 US 9 Freehold, NJ 07728

• 

  Apple Store

  500 Route 73 South Marlton, NJ 08053

• 

  Itunes Apple Support

  55 Parsonage Rd Edison, NJ 08837

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On nov 5th two purchases were made by my
  Children on nov 6th I realized what had happened and deleted the app immediately and have request a refund and the app was not even used it is a total of $60 and Apple refuses to refund my money. States they do not have to talk to me about it or tell me why due to the terms and conditions of Apple. I texted and talked to an agent who stated they have the power to make the ultimate decision and there was no one higher then she for me to speak to and refused to help me. She also refused to transfer me to another representative. While I do understand they are not responsible for my childrens actions I do not understand why they won't help me when the app was not used and deleted in less than 24 hours. The refund process was also started in that time frame. I would like a refund on my
  $60 as it is the right thing to do.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/15) */
  November 15, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
  
  "B. USING OUR SERVICES
  PAYMENTS, TAXES, AND REFUNDS
  You can acquire Content on our Services for free or for a charge, either of which is referred to as a "Transaction." Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of Apple Distribution International Ltd., Apple Distribution International Ltd. is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple Distribution International Ltd., which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. If you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: https://support.apple.com/HT204030.
  
  Apple will charge your selected payment method (such as your credit card, debit card, gift card/code, or other method available in your Home Country) for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.
  
  If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Content's availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. All Transactions are final."
  
  "ACCOUNT
  Using our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised.
  
  You must be age 13 (or equivalent minimum age in your Home Country, as set forth in the registration process) to create an account and use our Services. Apple IDs for persons under this age can be created by a parent or legal guardian using Family Sharing or by an approved educational institution. A parent or legal guardian who is creating an account for a child under the age of majority should review this Agreement with the child to ensure that they both understand it."
  
  "D. FAMILY SHARING
  The organizer of a Family ("Organizer") must be 18 years or older and the parent or legal guardian of any Family member under age 13 or the equivalent minimum age in their Home Country (as set forth in the registration process). Apple devices are required for access to all of the Family Sharing features.
  
  Purchase Sharing: Family Sharing's Purchase Sharing feature allows eligible Content to be shared among up to six members of a Family. The Organizer invites other members to participate, and agrees to pay for all Transactions initiated by Family members. The Organizer's eligible payment methods are used to pay for any Transaction initiated by a Family member (except when the Family member's account has store credit, which is always used first). Family members are acting as agents for the Organizer when the Organizer's eligible payment methods are used. The Organizer hereby agrees (1) to pay for such Transactions; (2) that Transactions initiated by Family members are authorized; and (3) Transactions will be charged to eligible payment methods in the manner indicated in Section B above. Organizers are responsible for complying with their payment method contracts, and assume all risk related to sharing access to their eligible payment methods with Family members. A receipt or invoice for any Family member Transaction is sent to the initiating Family member and the Organizer.
  
  Ask to Buy: Ask to Buy is a convenient feature that allows an Organizer to approve Transactions initiated by a Family member under age 18 (or the equivalent age of majority in your Home Country). The Organizer must be the parent or legal guardian of any Family member for whom Ask to Buy is activated. Content shared by Family members or acquired via content codes may not be subject to Ask to Buy."
  
  "G. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
  IN-APP PURCHASES
  Apps may offer content, services or functionality for use within such Apps ("In-App Purchases"). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases - separate from any authentication to obtain other Content - by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen minutes without re-authenticating unless you've asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: https://support.apple.com/HT201304."
  
  Apple provides various resources and features to help customers monitor and manage their child's device usage and purchase capabilities. Some of these resources are noted below:
  
  Require a password for App Store and iTunes purchases:
  https://support.apple.com/en-us/HT204030
  Use parental controls on your child's iPhone, iPad, and iPod touch:
  https://support.apple.com/en-us/HT201304
  Prevent in-app purchases from the App Store:
  https://support.apple.com/en-us/HT204396
  Approve what kids buy with Ask to Buy:
  https://support.apple.com/en-us/HT201089
  Use Restrictions in iTunes on your PC:
  https://support.apple.com/en-us/HT201659
  Restrict access to content on Apple TV:
  https://support.apple.com/guide/tv/restrict-access-to-content-atvbbaf126df/tvos
  Use Screen Time on your iPhone, iPad, or iPod touch:
  https://support.apple.com/en-us/HT208982
  Use Screen Time on your Mac:
  https://support.apple.com/en-us/HT210387
  
  
  Prior to submitting the letter to the Better Business Bureau, the customer contacted requesting refunds for In-App Purchases the customer reported were made by a minor using the customer's Apple ID account. Apple Support issued refunds on the occasion, and recommended the customer enable Restrictions.
  
  The customer subsequently contacted Apple Support on November 8, 2022, requesting refunds for multiple In-App Purchases the customer reported were made by a minor since November 6, 2022. Apple Support declined the customer's refund request. Apple, based on the Apple Media Services Terms and Conditions, maintains its decision to decline the customer's refund request.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in this Apple Store without a working phone. They refused to help me by offering any immediate resolutions or advise. They told me to wait (or else my appointment will get pushed back or come back another day) with a nonfunctional device. I asked to use their charges to show them and they refused. I am extremely disappointed as it felt like I was being shrugged off. They kept stating appointment for technicians, however last experience I had for one of my employees and a nonfictional phone.. the technician was on YOUTUBE. You are telling me with an attitude to wait and that's what I get? You can't offer even any solutions and don't bother to be kind. It's the smirk that really got to me. How rude. Then you literally WATCH me as I go around the store looking for my next purchase. I didn't raise my voice, didn't cause any disruptions & you watch me like I am a threat or something. I can't believe you represent a luxury brand like that. "I am THE manager, they'll say what I am saying" ...
  
  Thanks. Just thanks. I am disappointed and would hope that this business and individual comes back with an apology and better assistance.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/22) */
  November 22, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office attempted to contact the customer several times regarding their complaint. Because Apple has not received a response, Apple must assume, unless we hear otherwise, that the issues described in their complaint have been resolved to their satisfaction.
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay a monthly amount for iCloud+ storage for my devices (iPhone, iPad, Macbook, etc) and basically, the service that I pay a fee for, doesn't work properly whereas the file storage(the iCloud Drive) part of the service always have issues with syncing properly. On 11/2/2022, a pop-up message popped up on my screen telling me that my iCloud storage was almost full. I knew that wasn't the case because I pay for 200GB of storage space and have about *****GB of it used. That's far from being full. I called Apple to inquire if there was a problem with their services and explained my current issue. I've had constant issues with iCloud over the years, but this one was causing an issue where my files were not fully being uploaded/synced to my other devices and becoming corrupted or deleted. The message, "Your iCloud storage is almost full" remains a banner on the file/folder windows and whenever I attempt to save files to the storage that I pay for, those files are slow to upload/sync and sometimes don't sync at all. When I spoke with an advisor about this issue, she logged into my computer remotely and looked at my screen to see my issue. She had me do screenshots and screen recordings and told me she would get back to me on Monday (11/7/22). When I spoke with her on again, she had me do more tasks and remotely logged into my computer again in an attempt to see more of this issue because there wasn't a resolution and she would call me the following day. On 11/8/22, I receive a call from the automated system and then it hangs up the phone on me. A different advisor leaves a message for me and then nothing. I call Apple about this case and then I get an e-mail from them that they have closed the case. So far, the issue hasn't been resolved, so there isn't a reason for this case to be close. If they can't fix the problem, they need to refund ALL monies paid for this service since they've been aware of the issue.

  Business Response

  Date: 12/08/2022

  December 8, 2022
  
  
  
  Better Business Bureau
  1112 ********************************
  ********, ** 95128
  
  BBB Case #: 1112816
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following iCloud Terms and Conditions excerpt(s) may be viewed at *********************************************************************:
  
  "The iCloud+ Subscription plans are available for purchase on a subscription basis.
  A. Payment
  By you upgrading to the iCloud+ ******************** for more storage and additional features, Apple will automatically charge on a recurring basis the fee for the plan you choose, including any applicable taxes, to the payment method associated with your Apple ID (e.g., the payment method you use to shop on the iTunes Store, App Store, or Apple Books, if available) or the payment method associated with your Family account. For details about plans and pricing, please visit *********************************************************. If you are a Family organizer, you agree to have Apple charge your payment method on a recurring basis for members of your Family who upgrade their plan. Apple may also obtain preapproval for an amount up to the amount of the transaction and contact you periodically by email to the email address associated with your Apple ID for billing reminders and other subscription account-related communications.
  
  You can change your subscription by upgrading or downgrading your plan under the iCloud section of Settings on your device, or under the iCloud pane of System Preferences on your Mac or iCloud for Windows on your PC."
  
  Apple records confirm the customer's iCloud+ Subscription was billed in accordance with the iCloud Terms and Conditions. As such, Apple declines the customer's refund request.
  
  Should the customer wish to cancel or downgrade the iCloud+ Subscription, the customer may do so by following instructions in Apple Support article "Downgrade or cancel your iCloud+ plan", available at *********************************************************.
  
  We appreciate the customer providing ********************** feedback regarding their experience with Apple Support. Please be assured this matter has been forwarded to the appropriate individuals.
  
  Should the customer need further assistance, the customer may follow up with ********************** at the telephone number previously provided to them, or respond to the most recent email.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not respond to the purpose of the complaint.
  
  The complaint was regarding how the iCloud+ service isn't always working properly and the only thing they proved was that I pay monthly for services and how to stop or modify my service.
  
  They haven't addressed how they are going to solve the problems around the services I pay for that stops working when it wants to, that has me wasting days on end dealing with their technical support advisors trying to figure out why their services does what it does and how to possibly fix it.
  
  They did not answer that at all and the issues surrounding my trouble with iCloud+ have not been fixed/resolved.
  
  I'm shocked that they took this long to provide a generic answer to the complaint just to come up with a general answer based on the terms and conditions and payment.
  
  This matter isn't considered closed on my end until the iCloud+ services that I pay for monthly work as they are supposed to, where I don't have to keep calling to find out what's wrong with my iCloud+ and worry about the status of my data stored with them.

  Business Response

  Date: 12/15/2022

  December 15, 2022
  
  
  
  Better Business Bureau
  1112 ********************************
  ********, ** 95128
  
  BBB Case #: 1112816
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's December 8, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a loyal customer of Apple. I purchase a new iPhone every few years. I always purchase Apple Care when I purchase a new phone. I called Apple today to be sure that my new phone has Apple Care and that I am no longer paying Apple Care on my old phone. I found out that I have been paying Apple Care on an old iPhone I no longer own and is no longer in service. I had no clue that in the purchase of phones they will allow you to continue to pay Apple Care for a phone you don't own... for perhaps 4 years??? And no help or hope of a refund.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/12/02) */
  December 2, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple appreciates the customer's patience while we worked towards resolving this matter.
  
  The customer has been in contact with Apple, regarding the customer's AppleCare issue. Should the customer need further assistance, they may contact Apple Support referencing the most recent email.
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple Support. Please be assured this matter has been forwarded to the appropriate individuals.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (2000, 10, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for making an appropriate refund of services I was charged for unnecessarily.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought Apple Watch and wore it for a few days. The back of the watch burned both of my wrists, leaving scars on my skin. I've returned the product but am still angry about Apple releasing product that impedes my health.

  Business Response

  Date: 11/15/2022

  November 15, 2022
  
  
  
  Better Business Bureau
  1112 ********************************
  ********, ** 95128
  
  BBB Case #: 1112306
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  A great deal of care and research goes into choosing materials for all our devices. In addition to ensuring all materials adhere to existing regulations, we developed our own specification for Apple Watch that goes beyond those requirements <****************************************************************************************************************>. In fact, every material that touches your skin has gone through extensive evaluation in accordance with our specification. This includes:
  Thousands of material composition tests
  More than a thousand prototypes worn for trial studies
  Thousands of toxicological assessments
  Consultations with board-certified dermatologists
  
  A small number of people will experience reactions to certain materials. This can be due to allergies, environmental factors, extended exposure to irritants like soap or sweat, and other causes. If you know you have allergies or other sensitivities, be aware that Apple Watch and some of its bands contain nickel and acrylates.
  
  Keeping your Apple Watch and bands--as well as your skin--clean and dry will maximize comfort and prevent long-term damage to the Apple Watch. This is especially important after workouts or exposure to liquids such as sweat, soap, sunscreen, and lotions that can potentially cause skin irritations.
  
  Another potential cause of discomfort is wearing your Apple Watch too tightly or loosely. An ****** tight band can cause skin irritation. A band that's too loose can cause rubbing. If you experience redness, swelling, itchiness, or any other irritation, you may want to consult your physician before you put your Apple Watch back on.
  
  Apple has no record of outreach from the customer regarding this matter.
  
  ********************** recommends the customer carefully review ********************** Support articles "How to clean your Apple Watch", available at *********************************************************, and "Wearing your Apple Watch", available at *********************************************************.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

  Customer Answer

  Date: 11/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's ridiculous saying that a smart sport watch needs to stay away from "sweat".
  And I am not sure the pain and scar is not caused by allergy. Because each time I got hurt I felt a sting pain coming from the watch, and the scar is a burned ***** It's clearly that this is from one of the medical functions that getting my vitals. And the energy emits from the watch exceeds normal skin tolerance. It has been two weeks and the scar is still there.
  See Attachment/File: WechatIMG75.jpeg

  Business Response

  Date: 11/30/2022

  November 30, 2022
  
  
  
  Better Business Bureau
  1112 ********************************
  ********, ** 95128
  
  BBB Case #: 1112306
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's November 15, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ***********
  Macbook Pro 13.3 Serial No*********** - $1,939
  Applecare+ - $199
  
  Purchased August 1, 2022 at Apple The Mall of New Hampshire in NH, USA
  Returned August 28, 2022 at Apple Fairview Pointe-Claire in QC, Canada
  
  Fairview Apple manager said they couldn't accept the return in-store the normal way due to cross-store/country policies, but that they would return the laptop to the US apple center for me. They gave me the shipping label and took possession of the laptop. This was the last time I saw the laptop.
  
  Since then I've spent 5+ hours calling Apple support, visiting the Fairview store etc but they say the laptop is lost. Nobody can track the serial number, access cctv in-store cameras confirming I returned the laptop, managers say they don't have the laptop and there's nothing they can do etc.
  
  Apple has had my $2k for over 3 months and has still not refunded me. They need to look into this matter and refund me immediately. I spent 45 minutes on the phone today, only to be disconnected and not called back once again.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/22) */
  November 22, 2022
  
  
  
  
  Better Business Bureau
  1112 S Bascom Ave.
  San Jose, CA 95128-3507
  BBB Case ID: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office attempted to contact the customer several times regarding their complaint. Because Apple has not received a response, Apple must assume, unless we hear otherwise, that the issues described in their complaint have been resolved to their satisfaction.
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For three days, my location for my phone has not been working across any navigation apps. I've tried Apple Maps and Google maps. I have spent three days and hours and hours on the phone jumping through each and every hoop, including completely factory resetting my phone (which I was promised I could get all of my settings back and I had to redo everything). I spent hours yesterday, even after I asked twice to pick it back up today because i was then at my family's house FaceTiming my brother who is stationed in Hawaii on a vastly different time zone. I missed half of that call. I have faithfully paid for apple care each and every month and that's seems to be of no use. They have no answer and no answer of when they could possibly have an answer. It could be six months from now. Getting a new phone should have been the answer on day two. Instead, I am stuck with absolutely nothing. I travel for work. We were going to go to the zoo next weekend. I have to have navigation. I offered to take it to the Apple Store (which is 2 hours away) and still no resolution what so ever. Case ************
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 6, 2022/11/15) */
  November 15, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following AppleCare+ for iPhone excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/applecare/applecareplus/docs/applecareplusnaen.html:
  
  ". The Plan
  This contract (the "Plan") governs the services provided by Apple under the above plans and includes the terms in this document, your Plan Confirmation ("Plan Confirmation"), and the original sales receipt for your Plan. Your Plan Confirmation will be provided to you at the time of purchase. If you purchased your Plan from Apple, you may obtain a copy of your Plan Confirmation by going to mysupport.apple.com/products."
  
  Apple records confirm the customer's iPhone XR was purchased on March 31, 2019, and it was covered by the AppleCare+ for iPhone through April 4, 2021. The customer's iPhone XR is approximately nineteen months outside of the Plan Term. Additionally, On November 6, 2022, the customer contacted Apple regarding a technical concern with her iPhone XR. Apple determined there was no hardware defect with the device. As such, Apple declines the customer's request for a product replacement.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 8, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been told by not one but two senior advisors, ***************, that my phone will be replaced as soon as the engineers can determine the issue is with the phone and not my service. I just sent another video showing that I have updated the latest IOS, that the issue is still ongoing, and even switched to my camera to prove I was driving because the engineers keep blaming everything but the phone. I have been with people in the car who are on the same phone plan as me and have zero issues. I assure you it is the phone and not the service. The phone is not damaged in any way.
  
  
  Business Response /* (4000, 10, 2022/12/01) */
  December 1, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's November 15, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 12, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing has been resolved. The phone either needs fixed or replaced. There is nothing wrong with the service.

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to make a purchase using my apple account balance, but it said my payment authorization fails. I contact with apple several times. I received this email saying your Apple ID Payment method has been resolved. However, the same issue happened again and again. I contact with apple agent, they just transfer from one to another, but no one can resolve this issue.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 8, 2022/11/22) */
  November 22, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Apple support on November 4th 2022 to ask about having my phone replaced because my phone had been overheating to the point that it's too hold to hold, has issues with the phone not charging because apparently it's too hot, and because the phones screen becomes unresponsive. We performed diagnostics over the phone and the rep suggested I visit my nearest Apple Store, Apple Victoria Gardens for a replacement device.
  
  I arrived at the location on my appointment she scheduled me for and was told there was nothing the store could do but mail in my phone and have it picked up. ****** the lead was condescending and unwilling to help and when I asked another employee who the person who told me was that helped me ****** informed him not to provide me with any additional information.
  
  My phone very clearly has a defect since none of the other three iPhone 14 Pros I purchased on this date have these issues. I called Apple phone support again and they informed me the reason they don't want to replace the device or repair it is because an error showed up on their end informing them that the phone had a rear component compatibility issue, which means that the back of the device can be shattered or damaged which in this case it's not.
  
  I've paid about $30 in transportation costs plus $20 in parking fees from being here three hours and still have not found a resolution.
  
  I would like Apple to make this right and either replace my phone with a new properly working iPhone 14 Pro or to refund my money for the lemon device I purchased.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/18) */
  November 18, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  Dear Better Business Bureau:
  
  This office has been in contact with the customer, and we anticipate reaching a satisfactory resolution regarding their concerns. While this may not happen in all instances, should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my iPhone 8 in July 2017. I spent around $800 dollar on this devise. Since I have updated to the latest IOS system, my iPhone no longer works correctly. The camera shakes, the the Wi-Fi toggle bottom is grey and cannot be used, and the Bluetooth toggle bottom is permanently showing the loading circle. I have tried to troubleshoot using the Apple website and none of the suggestions have worked. I reset network settings, restarted my wi-fi router, forced restart, gone into an AT&T store, and much more. These problems prevent me from using my phone in the way I intend to you it. Because I can no longer use the phone correctly due to an update, I now have to purchase a new phone. This is a deliberate practice the company continues to use forcing customers to purchase new products. Something needs to be done to hold this corporation accountable for this malfeasance.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/14) */
  November 14, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple appreciates the customer providing Apple feedback regarding our products. Please be assured Apple considers all of our customers' concerns to be important. We invite the customer to visit http://www.apple.com/feedback to submit feedback on Apple products and services.
  
  The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Infinite Loop, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded iPhone, iPad, iPod or Apple TV hardware product and the Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  Apple records confirm the customer's iPhone 8 was purchased on July 17, 2018, and it was covered by the Apple One (1) Year Limited Warranty through July 16, 2019. The customer's iPhone 8 is approximately forty months outside of the Warranty Period.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.