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:09/05/2025

  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 have a ************ plus membership for my phone ******* Galaxy S24 Ultra. I pay my monthly fees on time. I filed a claim on 8.13.2025 and paid $99 for to get a replacement device because my phone was broken. I received a defective replacement device which I informed servify team immediately and asked for their help in this situation. I attached emails and pictures of defective device. They ask me to file another claim which I think isn't relevant to the problem because it's not my fault that device is defective. I expect to receive a proper service, and working device in a replacement, that's what I paid for. Not a defective device.

  

  Business Response

  Date: 09/08/2025

  Dear BBB,
  
  Greetings from Servify!
  
  We sincerely apologize for any confusion and appreciate the opportunity to clarify the matter.
  
  A new claim has been successfully raised under the functional issue category for the customers ************* plan. The reference ID for this claim is JQF3W4RFW1SM.
  
  As part of the standard claims process, the customer will be asked to complete a $1 refundable authorization hold. This step is required to validate the payment process and is automatically refunded once completed. Following this step, the customer will be able to choose a preferred service mode, including the device exchange option, to proceed with the claim.
  
  We have provided a resolution to the post-replacement issue the customer was facing, and shall remain in touch with the customer to ensure the claim is completed successfully.
  
  We are committed to assisting the customer throughout the process and ensuring their claim is handled smoothly.
  
  Regards
  Team Servify!

• Initial Complaint

  Date:09/05/2025

  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.

  So this week my phone broke I pay a 15 dollar a month charge to be able to repair my phone unfortunately when u try to file a claim for walk on it shows 2 store near me. Now one of the stores burnt and isn't open wich is the ****** store the other is a batteries plus wich dont even do smasung care just reg warranty. so I had called and tried to find out why one of there techs gave me a list the night before to call and see if they had the part they did but the systems dont allow u to select those stores she gave me so there other options are so out dated mail in and wait months for it or a replacement wich I dont want cause when they give u a replacement its never with the same hardware versions that u bout they always give u the other version wich lags bad now we as consumers pay 15 a month now they have to have over 1 million users so that 15 mill a month how is it this company makes that much off us and can't provide a walk in service.vmakes me wanna switch to apple cause they have service centers that u can walk in to. Also for a year now this has been a known problem they dont decide to fix cause why fix it if ur making that much money off people stores have told them and they still dont fix the system that probably doesn't cost much to make or run i want walk in services not 1990 services

  

  Business Response

  Date: 09/10/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** *******.

  We have reviewed the customers request and would like to clarify that the nearby center mentioned by the customer may indeed repair ******* devices; however, it is not part of the ************* program. Such centers typically handle repairs only under the manufacturers warranty, which is why the store did not appear as an option when filing a claim through the ************* portal.

  To resolve the matter, we have provided the customer with the following options and will be glad to assist further with whichever option the customer chooses:
  Mail-in Repair The customer can ship the device to us for repair.

  Advance Exchange We can provide a replacement device first, with the requirement to return the defective device within 10 days of delivery to avoid a non-return fee.

  Authorized ************** (Reimbursement Option) The customer may get the device repaired at a nearby authorized ********************** and share the receipt with us. The receipt must include the **** number of the device and details of the parts replaced, after which we will process reimbursement, minus the applicable deductible.

  We believe this provides fair and reasonable options for resolution. Should there be any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

• Initial Complaint

  Date:09/04/2025

  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 filed a claim for ************************** through Servify to get my phone replaced. The service advertises that it should cover at least next day replacement of your device. I have been waiting 10 days and a device still hasn't been sent. I have been given the runaround by them each time I call. The first 2 times I was told to give them 2 days to resolve the issue....they never called. I have now called them a third time and demanded that they either a check to replace the device myself or get a device sent immediately. They then said that they would send it to the backend team (whatever that means). I informed them that if the issue wasn't resolved by the time I was off that call I would be reporting them here and submitting negative reviews as necessary.

  

  Business Response

  Date: 09/07/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by Brittain *****.
  
  We would like to inform you that the customers device has already been delivered. It can be tracked on ***** using the tracking ID: ************. The customer has also been informed about the same.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 09/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/03/2025

  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.

  To Whom It May Concern,I am filing a complaint against ************* and its administrator, Servify, regarding their denial of my insurance claim.Policy Holder: [*****/***** ******]Device: ********************** Galaxy book 3 Pro 360 Policy Coverage Dates: [Start Date] February 25, 2025 Date of Damage: February 25, 2025 I reported the damage and initiated a claim while my coverage was still active. I have documentation from my original claim that clearly shows I filed prior to my policys expiration date of February 25, 2025. Despite this, ************* has denied my coverage, asserting that my policy expired.This denial is improper because the loss occurred during the active coverage period, and my claim was initiated prior to expiration. I am requesting the Division of Insurances assistance in requiring ************* and Servify to honor the terms of my policy.Attached are:Claim paperwork with timestamps showing filing date prior to February 25, 2025.Proof of damage occurring in January 2025.Copy of my ************* policy.I respectfully ask that your office investigate this matter and ensure the insurer fulfills its contractual obligations.I want to avoid filing this with the department of insurance, but I am very disappointed that the representatives do not know the laws for insurance and blew me off over and over and adamantly told me I was wrong. The people working for Samsung/Servify should not be informing people illegal things!

  

  Business Response

  Date: 09/08/2025

  Dear BBB,
  
  We sincerely apologize for the customers inconvenience and appreciate the opportunity to clarify the matter.
  
  The ************* Essentials plan for the customers ******* Galaxy Book3 Pro 360 was purchased on 25 February 2023 and was active until 24 February 2025. Under the terms of this plan, a claim is required to be filed with us while the plan is active in order for it to be processed.
  
  We understand from the customer that the damage occurred during the coverage period; however, no claim was submitted to us during that time. As of today, the plan has expired, and without an active plan in place, we are unfortunately unable to register or process a claim. The customer has admitted that they raised a claim with Asurion in February and not with Servify. Since no claim was submitted to us during the active coverage period and the plan has now expired, we are unable to process a claim.
  
  We regret that we cannot provide coverage in this instance, as it would be outside of the plans terms and conditions. Please be assured that if a claim had been raised with us during the active period, we would have been able to assist.
  
  We value the customers relationship with us and truly regret the disappointment caused. Should the customer wish to explore coverage options for their device in the future, we would be happy to assist with enrollment.
  
  Regards
  Team Servify!

• Initial Complaint

  Date:08/22/2025

  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.

  After going back and forth with ******* customer service multiple times, I was finally able to file a claim from my phone. A few days later, the replacement phone arrived in the mail.The first issue was that the package was delivered without requiring a signature, which was concerning for such an expensive item. If it had been misdelivered, it wouldve been a serious problem.When I opened the shipping box, I noticed there was no original phone packaging , which immediately raised a red flag. The phone didn't appear brand new, and I later discovered it was a refurbished device.I was never informed of this ahead of time. If I had known Id be paying a $99 service fee for a refurbished phone, I would have kept my original device.I transferred all my data to the replacement phone the night it arrived. The next morning, it worked briefly, but by mid-afternoon, it began restarting repeatedly due to an update. Eventually, the screen turned blue, and the phone became completely unresponsive. The screen stayed lit, but I couldnt power it off, use any features, or make calls it was totally *********** a result, I lost all of my data. Despite reaching out to ******* multiple times, I still haven't been given any solution to fix this issue or recover my data. Ive also been emailing customer service, but the response time has been extremely slow.This entire experience has been incredibly frustrating. I paid a service fee expecting a fully functional replacement, and instead, I was sent a faulty refurbished phone that failed within hours causing me to lose important data, time. ******* needs a better insurance department.I now want my service fee refunded o no longer want a replacement device and will be canceling the insurance.

  

  Business Response

  Date: 08/25/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** ******.
  
  We would like to inform you that the 2nd replacement device has already been delivered to the customer and can be tracked using the ***** tracking ID ************. The customer has also been notified of this update.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/21/2025

  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 filing this complaint against Servify, who administers ************** I also filed a parallel complaint directly against ******* regarding Servifys failures as their chosen service partner.I have paid into the ************* program for years across multiple phones, and the quality of service has gone steadily downhill. Most recently, I filed a claim on my Z Fold 6 and was told the replacement device was out of stock and that I would need to wait 23 days. This is unacceptable and defeats the entire purpose of paying for a protection plan that advertises fast replacements. My phone is critical for work, and this delay directly impacts my ability to do my job.Servifys failures are not limited to inventory. Their AI chatbot is slow, unhelpful, and often does not answer basic questions. Worse, there appears to be no clear methodology for escalating issues or speaking with a human being. Customers are left spinning in circles, paying month after month for a service that does not provide real support when it matters most.This is not an isolated experience it reflects a systemic breakdown in how Servify operates the ************* program. Customers are sold peace of mind, but what they receive instead is delays, excuses, and an inability to even reach someone who can resolve their issue.I am demanding a refund or credit for the time I have been paying for a service that does not function as advertised. More importantly, I want Servify to be held accountable for misrepresenting the reliability of this program. Right now, it feels like consumers are being misled into paying for something Servify is not capable of delivering.

  

  Business Response

  Date: 08/22/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by **** *******
  
  We would like to inform you that the replacement device has already been delivered to the customer and can be tracked using the ***** tracking ID ************. The customer has also been notified of this update.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is resolved. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:08/18/2025

  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.

  On August 06, I lost my phone and reached out to my insurance that I pay every month. I was charged a deductible fee of $199 and after that I didn't hear back from servify. I have tried to reach them and its going into 2 weeks promising me each time that there going to send me replacement. I have lost faith in servify as they are trying to rob me, un professional in there work and I have spent all these 2 weeks without connection losing my contracts. I need my payments back for the service Un done plus my replacement phone

  

  Business Response

  Date: 08/20/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** ******.
  
  We would like to inform you that the reimbursement amount of $1,419.99 has been provided to the customer for the purchase of a new device.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/11/2025

  Type:Product 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.

  Charged $1,099.99 for ****************************** Shows Completed On 04/08/2025, I returned a ******* Galaxy smartphone under my ******* Care+ plan using the prepaid return label provided by ******* (Servify). The label was included in the return box sent to ********** Care+s own system shows the return process was completed on 05/14/2025 meaning the device was received, inspected, and the claim was closed. I have screenshots of Service Completed in my account and emails confirming the devices were received, inspected, and claims closed. My email thread with the Customer support team shows my devices were returned on 04/11/25. On 07/30/2025, ******* Care+ charged my credit card $1,099.99 for the same returned device. When I called support, I was told there was no record of delivery and I must provide a tracking number. However, ******* issued the prepaid label and already has that tracking. Their system still shows Service Completed, contradicting their claim.I also canceled my ******* Care+ account after the claim closed cancellation isnt possible until devices are received and inspected. I have an email paper trail showing I checked on the claim multiple times due to delays in closing, proving ******* knew about the return.This is a billing error: I followed all return instructions, no longer have the device, and *******s own records confirm the return.Resolution Requested:Reverse the $1,099.99 charge Confirm my account shows no balance owed Explain how this happened despite confirmed completion in your records Reference ID: ************

  

  Business Response

  Date: 08/14/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** *****.
  
  We would like to inform you that the amount of $1,099.99 has been refunded to the customer and should reflect in their account within 3 to 5 business days. The customer has already been informed of this update.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/08/2025

  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 6/18/2025 - I filed my initial claim for service under ************* and took my phone to have the screen repaired from a crack in it. I paid the deductible and the screen was repaired. In the process of the technicians repairing my phone they damaged my Lenses and there were objects rattling around inside it. Reference *************** On 6/19/2025 - I called ************* to start another claim for a replacement ********* this device had been damaged during repair and was still functional but the lenses were blurred and the rattling object concerned me for the life of the phone. This claim was opened and no email was sent to confirm this claim.On 7/3/2025 I was notified through email that my claim had been cancelled due to non-payment of the deductible. Again, no email was sent stating there was a deductible waiting to be paid for this replacement device to be shipped to me. Reference *************** On 7/13/2025 I successfully open a new claim for the same replacement device. This claim did have an email accompanied with it which I paid the deductible for and a new device was shipped out in 3 days.On 7/21/2025 my device was delivered and I transferred my data to the new phone over the next couple of days.On 8/1/2025 My old device was confirmed as delivered to the processing center for evaluation and recycling. On 8/5/2025 I was emailed by ************* requiring me to pay to unlock my phone. My phone was locked while I was in the middle of work and I was unable to finish my shift due to inability to MFA into the applications I work in for my job. The email clearly states I have 48 hours to pay this deductible yet was not given 48 hours nor the curtesy of a phone call alerting me to this pending action. I was locked immediately.I called multiple times over the following days stating that the damages they claim are covered under my insurance with them and I do not owe $99 for damages to a device in transit due to their negligent packaging.

  

  Business Response

  Date: 08/11/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** *******.
  
  We would like to inform you that the $99 fee has been waived as a business courtesy, and the customer has been informed accordingly.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/05/2025

  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 a ************* protection plan directly from *******'s official website for my ******* Galaxy S24 Ultra. My protection plan is active and valid (Policy ID: ****************, IMEI: ***************)On August 3rd, 2025, I filed a claim through Servify (the third-party administrator). The plan clearly states that I am entitled to a next-business-day replacement. It has now been several days, and I still have not received my replacement device or any real resolution.They are mixing an old case with my current claim, which is completely unrelated. I was never charged or contacted about that 2022 case, and no action was taken at the time. If there was truly a problem, why was I never billed for the unreturned device, as per their own policy?Their behavior is misleading and unfair. I have been calling their customer service daily, and all I get is a robotic system ("*****"), long hold times, and calls that end without reaching a human agent.Requested that I upload documents but it does not specify what type of document I write to the email, they do not respond This experience is unprofessional, frustrating, and violates the expectations and terms promised when I purchased ************* from *******'s official site. I have a valid policy, I have paid month by month and I am denied service when I require it. I do not want to be talking to a robot. I want a quick response and *********** is unacceptable that Servify is mixing unrelated cases and using expired, non-existent policies to block legitimate service under an active plan. By law and contract, each claim must be evaluated individually based on its own policy and circumstances.

  

  Business Response

  Date: 08/07/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ********* ****** ****** *.
  
  We would like to inform you that customer request ************ has already been approved, and the replacement device has been dispatched. The shipment can be tracked using ***** tracking ID ************. The customer has also been notified of this update via email.

  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify