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Business Profile

Cell Phone Repair

Toms Computer and Phone Repair

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Repair.

Complaints

This profile includes complaints for Toms Computer and Phone Repair's headquarters and its corporate-owned locations. To view all corporate locations, see

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Toms Computer and Phone Repair has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Inquired with this business on August 24, 2023 about getting a screen for an Iphone 11 replaced and possibly getting the battery replaced as well. Was told that I could leave my phone with them at that time to have the screen replaced, as they had one in stock, and that it would take 45 mins (costing $150). Was told that the battery would need to be ordered but I could bring the phone by the following day to get the battery replaced (costing $50). I agreed and left my phone to have the screen replaced. I showed back up at end of day to pick up my phone with the replaced screen. I paid for both the screen and battery replacement upon picking the phone up. Screen worked just fine no issues. At the time of payment, I was told to sign a signature pad stating that I would allow them to work on my phone. At no point in time was I shown the policy/contract or told about any risks. Next day I bring phone in to replace battery, show back up to pick it up and the battery reset itself 2x in the parking lot. I also noticed the face ID was not working. Went back in and they stated the "new" battery must have been bad, and replaced it with my old battery, come back on Monday to get new battery and they would fix the Face ID. Monday came, I dropped the phone off, only to pick it up with new battery and a "sorry the face ID cable got nicked and it will not work now." I was offered a $200 credit on a USED Iphone 13 as it was an "upgrade". Requested old screen and battery along with my cash back and was told I could be refunded for the parts but it would only be $50 and that would be for both, however, they already threw out the screen so I could only be refunded for the battery and they would need to take phone back apart to recieve their parts. They stated that labor would not be refunded as it had already been performed. Even though during their labor is when the Face ID was broken. Was told that business was protected due to me signing a "contract" that I never physically seen.

      Business Response

      Date: 09/14/2023

      In the terms of service it states that the labor is non refundable.  All services were completed so we replaced the screen and battery.  

    • Initial Complaint

      Date:09/29/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 took my H31313134323136**33**H in to have the mother board replaced. I had to pay upfront when they said what was wrong. They called at a later time and told me that my H31313134323136**33**H had been knocked off their counter and the screen broke. They told me to come get the H31313134323136**33**H because they were not going to replace the screen. So to have a working H31313134323136**33**H I would have to go out and spend nearly $2K. He gets a lot of his business from Veterans. I am a Veteran and so is my father and my son. We don&#**;t have a problem letting other vets know about the treatment I received there.

    Toms Computer and Phone Repair is NOT a BBB Accredited Business.

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