Complaints

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:12/06/2023

  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.

  My son brought his iPhone into this store to get fixed on Nov 29. They kept his phone overnight and said they replaced the screen, put in a new battery, as well as other things. My son paid them $150.
  An hour after he got home his phone began acting up which he was able to take a video of it. His screen also began turning black. He thought it was from his case so he took it off and placed on in his nightstand. The store had already closed so he could not bring it back. I told my son to wait to bring it back until I could go with him.
  The earliest we could get up there was a few days later on Dec 5. Before this time he had put his phone back in its case and left it sitting. He did take his phone to school on Dec 5 and had his school IT person look at his phone and he said the items they claimed to have fixed was not replaced.
  We took his phone into the store and showed them the phone. They asked my son if he put a magnet on his phone or put it on heat to which he replied no. They then took his phone into the back for several minutes then came back and said it had a crack on it. We told them his phone had been in a case on his dresser and had not been dropped. We could not see the crack but told them if there was a crack on it then it was there when they supposedly replaced it. They told us they would do nothing more and the warranty was voided. So now my son is out $150 with a phone in worse shape than when he brought it in.

  Business Response

  Date: 12/13/2023

  On Nov 29th this customer brought their phone in for a repair. The screen and phone were broken and not working. Upon repair we found water damage and informed the customer. We repaired the phone and it was fully functional when they picked it up from the store the next day. We always offer the best warranty on all repairs. Every screen that is replaced comes with a lifetime warranty if anything goes wrong with it we replace it for free UNLESS there is physical damage to the screen. When the customer brought their phone back upon inspection we found physical damage thus voiding our warranty. We have extensive video documentation of all repairs and I personally reviewed the videos of this repair. This situation is unfortunate, however we have procedures set in place that we have to follow. If there was something wrong with the repair we would have be happy to make it right but with physical damage present upon returning there is nothing we can do.