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:03/04/2024

  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 a phone from ******* & purchased insurance plan with it. its called ************ Plus,However its through company called Servify. ins plan is $11.99 per month.in July 2023 my screen cracked. they gave an option of sending refurbished phone, i would send back damaged phone, then be charged deductible. thats what we did.a few months later my phone started randomly not working; with message that i am not on a registered network. ****** many hours, many times trouble shooting with att, *******, & ******* care, to no avail. they sent me another refurbished phone which i accidentally dropped & broke badly before sending back other phone. i called emailed & got permission to send back th replacement phone which i dropped &keep the one with the claim so i would at least have a phone that worked sometimes. they said once they receive phone, i can file claim again. i sent back phone. they received it & charged the deductible. i procrastinated but the issue kept getting worse. often & for no apparent reason phone would not work saying no *********** could not make/receive calls, nor access **************** was causing trouble from work & family. i called on Feb 26 to file a claim. they said policy was on replacement phone which i sent back & not on phone which i have. they said they need ***** hours to transfer policy. i have called or emailed almost everyday. each time they say the technical team has an ************ need another ***** hours. i explained this is their mistake, but they just tell me there is nothing they can do & i need to wait another ***** hours. i ask for manager, they tell me supervisor cannot to more than them. i have waited & spoken to supervisor who told me same. i ask to speak to someone who could do something. they say that only thing to do is wait. they assure me they're working on it. a week later they still say they're working on it. However, to get you to buy insurance they claim they would send a placement phone within 24 hours! thank you

  

  Business Response

  Date: 03/08/2024

  Dear BBB,
  
  We are actively addressing the customer's concern, and we will provide an update to the customer once the issue is resolved.
  
  Regards
  Team Servify

  

  Business Response

  Date: 03/11/2024

  Dear BBB,
  
  According to the most recent update from our team, 
  
  The issue has been successfully resolved. 
  
  We have informed the customer to initiate a new claim request for the device to proceed with the repair under the claim.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/04/2024

  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 pay for a ************* subscription which is through Servify. I have been trying to file a claim for a phone screen repair since 02/28/2024. The repair shop was unable to see the claim. I have contacted the claims department five times and every time they tell me something different. I have asked to speak to a supervisor and the customer service reps refuse to transfer me. I have been told a supervisor will call me and email me and they have not. Every time I call they tell me that they are working on it, give it 24 hours. I give it 24 hours and call again only to be told it's another issue and I need to be patient. This has been an exhausting experience. I want them to provide the service for which I'm paying them and repair the phone in a timely fashion. I have tried to contact ******* directly but they transfer me back to the same department since the claims have to go through Servify. I have tried calling Servify directly and they just send me back to the same claims office that is giving me the runaround. This seems like a scam since they charge you up front. I am requesting help because I don't know what else to do. Please note, the picture of the claim I'm posting is the third attempt to submit. So the date of 03/02 is not the date of the first claim, but of the third. The original claim was posted 02/29.

  Customer Answer

  Date: 03/05/2024

  I resubmitted the claim for a screen repair again on 03/05 after I saw on my account the third claim was gone from the account. I called the store ubreakifix and they told me that there was still an error code and this time the repair shop called Servifiy. I was told by the person at ubreakifix that Servify could not clear the error code and I needed to submit the phone for a replacement. I called Servify again and asked if I would be reimbursed the difference for the claim cost. A screen repair is only $29 but a replacement is $99. They said they would escalate it and I could call back in 24 hours. I said no, I would initiate the replacement right away and then ask for the reimbursement as we are now going on a week without a phone. I also let the servify rep know that we may not be able to factory reset the phone since the front screen is broken and we can't see the settings and options. I was assured that they would understand about this. TBD.

  

  Business Response

  Date: 03/06/2024

  Dear BBB,
  
  Upon verification, 
  
  Reference ID ************ of your ************* claim.
  
  Customer's replacement device has been shipped with waybill number ************ via ***** and is scheduled for prompt delivery to customer's specified location.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21382449
  
  I am rejecting this response because: My phone needed a new screen, which costs $29. I've had my original phone four months-. It's a new phone. I had to pay $99 to send in my phone that is almost new for a refurbished model because Servify couldn't clear a technical problem to get my screen repaired. I would like a refund of $70 for the difference in deductibles. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/11/2024

  Dear BBB,
  
  As an exception, We are refunding 70$ back to the customer to make the advance exchange claim request as 29$ claim.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/13/2024

   
  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:02/28/2024

  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've been paying for ************* extended coverage on my phone for roughly 18 months. I filed an eligble warranty claim and they issued me a replacement phone. I was told to transfer my old phone to the replacement phone and send my old phone back within 10 days. Until they receive my old phone they placed a roughly $1,000 pending charge on my credit card.Once I received the replacement phone and transfered my old phone to it, it would not connect to my network ********** No calls or texts in/out. I called ******* and they informed me the replacement phone was still linked to another ******* account that was suspended. They told me since ******* refurbished the phone they are responsible for "wiping" this former account from the phone. The ******* customer service supervisor was helpful, but could not do anything. She told me ******* was responsible for this.I spent several days calling ******* Care Plus support and speaking with countless service representatives overseas with their ************************* **********************. One CSR asked me to take pictures of the phone unable to connect as well as an e-mail description of the issue. I did. I received an automatic generated e-mail from ******* Care Plus stated to wait ***** hours while it was being investigated. After 4 days I received no update. I responded to the e-mail today asking for an update and received an e-mail that reiterated the same information from the initial warranty claim: Cell phone IMEI numbers, old tracking information, etc. Immediately after I received another e-mail that stated that their records showed the device arrived and I should send back my old phone.My old phone is the only phone that still works with ******* Service, thus I can not return it until I receive a legitimate replacement. I spent today talking to ************* and they still have provided no direction if I should send the replacement phone back or if I will get another replacement (2nd) to fulfill their warranty.

  

  Business Response

  Date: 03/01/2024

  Dear BBB,
  
  A replacement device has been dispatched and successfully delivered to the customer via ***** with waybill number ************.
  
  The customer's issue has been resolved.
  
  Regards
  Team Servify
  
  
  
  

• Initial Complaint

  Date:02/27/2024

  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.

  Submitted claim on 09:10 AM, 22 February 2024, was approved, but no nearby shops carry the replacement screen, so we wasted a drive to those locations.Attempts to escalate the ticket due to being unable to repair our phone screen, Feb 22, 2024 at 2:48 PM (5 Days ago) and have not heard back.Request Reference ID ************

  

  Business Response

  Date: 03/01/2024

  Dear BBB,
  
  As an exception,
  
  Customers have the option to initiate an advance exchange claim request by paying a deductible of $99 and a security deposit through a card hold.
  
  Upon completion, we will refund $70 to the customer's original source account, resulting in a net cost of $29 for the advance exchange claim.
  
  We have communicated this exception to the customer via email.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/08/2024

  I missed the previous message as I was still dealing with the business, it appears to be being resolved now. The process is still ongoing but should be good. Thanks.

• Initial Complaint

  Date:02/26/2024

  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 have a purchased insurance for my ******* Z **** 5, using ******* Care Plus (purchasable through *******'s website), which finally came due to use. My Z **** 5 was broken and I created a claim within the online system. Servify states if you do not follow their rules on returning their devices (10 days) they will charge you a full deposit ($1007.99) but before that period, they will charge you $100 as a hold and not a full nor processed charge.I followed all of the terms and conditions of returning my old device within 10 days of receiving the new one, as stated by not only my tracking information from ***** but also the email confirmation from their company along with the tracking system confirmation they use internally/externally. Servify authorized the new device on Feb 13 and received my old device on February 20, long before the 10 days per the terms, yet still charged me. Servify has kept my money and violated the terms of the agreement via the contract. Servify hasn't given me updates as to where money is, nor to process a refund. I am very disappointed with this negligence on Servify's part. As an informational reference, Servify does state within their terms and conditions the following: "RETURN OF ORIGINAL DEVICE AND NON-RETURN FEE: Covered products approved for replacement must be returned to us at our expense in the return mailer that was shipped to you within ten (10) days of delivery of the replacement covered product to you. You must return the replaced covered product as directed by us and according to the instructions included in the return mailer, including unlocking the device, or you will be charged covered product a non- return fee of up to manufacturers suggested retail price or $2,500, whichever is less. YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PRODUCT AS DIRECTED."I simply want the refund and not chasing this business to do its part in a fair exchange.

  

  Business Response

  Date: 02/27/2024

  Dear BBB,
  
  Security deposit refund has been initiated from our end. It may take upto 5 business days to reflect the same in customer's source account.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/05/2024

  The issue has been resolved. 

• Initial Complaint

  Date:02/25/2024

  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 February 7th I filed a claim I pay monthly for ******* care plus filed claim through servify forwarded to ubreakifix by asuron I went to the location to have the screen repaired after they got the part now they try the troubleshooting and receive a communication error from *******/servify I'm filing complaints against all parties involved servify has taken the 29 on the repair techs end it doesn't let him proceed... I did my part I filed a claim I've waited multiple weeks of being patient now my phone is in the possession of a repair tech that can't even begin the repair I've talked to people through the web chat and a number no help one even suggested I pay out of pocket (for my inconvenience) yeah someone actually told me for my inconvenience to spend a bunch more money to pay for it out of pocket then send the proof for refund the worst solution I've ever heard they have my money they can file a new claim none of this wait for refunds will be an acceptable resolution it's 29 dollars they took it just like they've taken my monthly payments since August 2023

  

  Business Response

  Date: 02/27/2024

  Dear BBB,
  
  We have canceled the previous claim through backend processes, refunded the $29 deductible to the customer's source account, and initiated a new walk-in claim.
  
  Our team has contacted and discussed the matter with the Store Manager of the ****
  
  Additionally, we inquired about the previous ticket issue encountered in the claim. We have advised the store manager to reach out to us if his team encounters any issues with the customer for the second time, allowing us to address them outside of the system if necessary.
  
  Regards
  Team Servify
  
  
  
  

  Customer Answer

  Date: 03/01/2024

   
  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.

• Initial Complaint

  Date:02/20/2024

  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.

  purchased a device from oneplus. Bought the protection plan through servify. I damaged my device on 1/20/2024. They are unable to "activate" my coverage. I provided them the invoice supporting that I paid for the coverage. I have been told to wait multiple times adding up to over a month. I have contacted oneplus directly and they recommended that I pay them for the repair and have servify reimburse me. Which at this point I highly doubt that that is a possibility. Oneplus is refusing to do anything. I paid almost $2000 for a phone and damage protection and i can use it. I use my phone for business and its been over a month since i have had a working device. You pay for a service and are unable to use it when its needed. Whats the point? Horrible customer service.

  

  Business Response

  Date: 02/21/2024

  Dear BBB,
  
  The plan is now active on the customer's device, and they are eligible to submit a claim under the plan.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/21/2024

   
  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:02/15/2024

  Type:Billing 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 purchased ************* (a Servify product) phone insurance (monthly payment) in February 2022.I received an email in January of 2023 stating my account would be canceled because they hadn't received that month's payment. I contacted customer support and was informed that they had an internal issue that caused my payment to not go through. They asked me to re-submit payment info and then informed me that it would take a month for my account to be reinstated. I said ok, and followed up two weeks later. No status update.After many calls to customer support between January and March of ******************************************************** that it was an internal issue with their systems that was effecting the majority of their customers and it would be worked out. He said I didn't need to keep calling in.February of this year I reached out to make an insurance claim on my damaged phone and discovered that the issue had not been corrected and that my account was on hold.I worked with a customer service rep to once again re-submit my payment information. She said they would charge me for the past 12 months (that had not been charged yet) and then my account would be reinstated. She said it would take 48 hours for it to go through. 48 hours later I called back and was informed by customer service that my account has been CANCELED.This can't be legal. I was under the assumption, based off what they told me, that my phone was insured. I'd really like it if they would reinstate my account so I can use the insurance that I purchased.

  

  Business Response

  Date: 02/19/2024

  Dear BBB,
  
  As per the latest update from the ******* team,
  
  Since the payment for the plan has not been received since January from the customer, Hence the plan has been put on hold.
  
  Customer has to  contact the ******* customer support team for further assistance.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  This business has given you false information.  My most recent attempt to submit payment was on February 13th 2024 while on the phone with a customer service representative.

  I made several attempts to submit payment between December 2022 and March 2023.  All attempts were rejected by their website saying that this payment method is already on file.  All of these attempts were made while on the phone with a customer service representative.  They too did not understand why the website would not accept my credit card number and did not have a solution for me.

  On February 13th, 2024, a customer service representative suggested that I try using a different credit card. I submitted a different credit card which their system accepted but has not yet charged anything to.

  This business is not being honest with you.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/21/2024

  Dear BBB,
  
  Samsung plan team can help the customer with a resolution regarding the payment issues customer is facing.
  
  We have informed the customer to contact ******* team at the following number: ************** as payment failure will be handled by ******* team only.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  I just got off the phone with ******* care plus (feb 23, 2024 at 1:15PM eastern time).  This phone call took 45 minutes to get through to a support supervisor.

  The supervisor told me that she would submit a reactivation request which would take 3-5 business days.  This is the EXACT same thing I was told when I called ******* care plus on February, 13th, 15th, 20th, 2024.  She seemed unaware that this had already been done on my account multiple times in the last week.  I explained that it had already been done and she said that all they can do is submit another request.

  They are taking me in circles.  ******* Care Plus has not provided a solution despite my repeated efforts to work with them.

  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/01/2024

  ******* HAS NOT corrected this issue yet.

  I called them again today March 1st 2024 and the support supervisor I spoke with told me that nothing has been done yet and it will be ANOTHER 3-5 business days.

  This is the EXACT SAME statement that the ******* support supervisor gave me last Friday, February 23, 2024.

  They are making zero effort to correct their mistake and they won't provide any update on status.

  

  Business Response

  Date: 03/01/2024

  Dear BBB,
  
  We've forwarded the case and customer details to the ******* team, and they will address the customer's concern. Additionally, we will update the ******* team once again, informing them that the issue has not been resolved according to the customer.
  
  
  Regards
  Team **********************

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  The problem has not been resolved.  Zero progress has been made.  ******* has not followed through on its promise to provide an update.

  ******* has done NOTHING despite my consent communication with them.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/12/2024

  As of March 12th 2024 ******* care plus has not corrected their mistake and is not following up despite their statement to do so.  When I call them they continue to tell me there is no status update and that it will be done in 3-5 business days.

  They seem to be incredibly dishonest.

  This can't be legal what they're doing.

  HELP!

  

  Business Response

  Date: 03/14/2024

  Dear BBB,
  
  As per the latest update from the ******* team,
  
  "The team was able to speak with the customer today. They have placed a reactivation request since the subscription is showing cancelled once again. The customer was also advised of the time frame 7-10 business days."
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  They are flat out lying to you. They did not reach out to me.  They did not speak to me.

   

  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/27/2024

  Dear BBB,
  
  We are checking with ******* team and we shall update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  Samsung/servify HAS NOT reached out to me. 

  My insurance is still "on hold" and the representative at the call center has no updated information.

  They have not done anything.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/02/2024

  Dear BBB,
  
  As per the update from ******* team- "We are still working to collect payments from the customer.  The plan should remain on hold till then."
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21299486
  
  I am rejecting this response because: 

  I have provided multiple payment methods to them.  They currently have an active payment method on file.  Not only do they have my payment method, they have even put a $.15 hold on the card (in January of 2024) which disappeared three days later.

  Samsung/Servify is lying to you.  They have lied to you with every response they have given since I opened this complaint.

  How is it that this company can repeatedly lie to myself and the BBB with no repercussions?

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/13/2024

  Dear BBB,
  
  We have reached out to the ******* team and requested them to contact the customer for issue resolution.
  
  Regards
  Team Servify
  
  
  
  

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  Nobody from ******* has communicated with me.  This issue has not been resolved.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/17/2024

  Dear BBB,
  
  We have informed ******* team again and asked them to make contact with the customer.
  
  Regards
  Team **********************
  
  

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  Samsung Care Plus has not reached out to me.  My account is still "on hold".

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/02/2024

  Dear BBB,
  
  We have received an response from ******* team regarding customer's plan status- Please place this subscription on hold so we can contact the customer and request to update the payment method.
  
  Policy: USA22L0416488329
  
  ******* team will contact the customer to assist him accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  They have my payment method on file but will not charge my card.  They are once again being dishonest with you.

  They are so unethical. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/16/2024

  Dear BBB,
  
  We are forwarding this case to the ******* team once again, as they are the ones who can resolve the issue the customer is facing. The ******* team will contact the customer for further assistance.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  Samsung has not once reached out to me since I opened this complaint.

  They have offered this resolution already and nothing happened.  

  This is absurd.  Please resolve this.

   

  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/02/2024

  No, they have had zero contact with me.

  

  Business Response

  Date: 06/07/2024

  Dear BBB,
  
  As per the latest update from team,
  
  Samsung has informed us that they are in contact with the customer.
  
  Regards
  Team **********************
  
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21299486
  
  I am rejecting this response because:

  It is a lie. They have not communicated with me at all!

  They are so dishonest!

  Can nothing be done when they blatantly LIE to the BBB?

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/14/2024

  Dear BBB,
  
  We appreciate the patience while Servify attempted to resolve this matter with the appropriate party. We recognize this issue has remained unresolved for quite some time and again apologize for the inconveniences that the customer has experienced. 
  
  
  In an attempt to resolve this matter for the customer and in an effort of good faith, Servify has reached out directly to initiate the claims process and elect their preferred resolution method.
  
  Servify will work directly with Mr. Gasque to make him whole in terms of any necessary covered repairs and/or replacement that may be necessary.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/17/2024

   
  
  Complaint: 21299486
  
  
  
  I am rejecting this response because:

  Servify/Samsung has finally communicated with me and they offered to do a good faith device replacement.  I have accepted their offer but I have not yet received any confirmation of shipment or even evidence of this replacement being processed. 

  Given how unpleasant and dishonest Servify/Samsung has been throughout this entire process, I do not have faith that they will follow through with their offer.

  When I have the replacement device in hand I will consider this resolved, but as of right now, it is not resolved.

  Thanks,

  
  
  
  Sincerely,
  
  
  
  Joseph Gasque

  

  Business Response

  Date: 06/28/2024

  Dear BBB,
  
  We would like to clarify that we have already informed the customer and shared the waybill details. According to our records, the replacement device was delivered to the customer on June 18, 2024.
  
  Please find the waybill details attached for your reference.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 06/28/2024

   
  
  Complaint: 21299486
  
  
  
  I am rejecting this response because:

  I have received the replacement phone, however, Samsung has changed the warranty status of a different phone that I own (s24 ultra) to "on hold" just like the zfold3.

  I have been billed for this warranty on the 26th of every month since I purchased the phone in February 2024.  As far as I'm concerned this is theft.

  I have reached out to Samsung asking for them to correct it and they have not responded.  

  I don't know how they managed to further mess up my account.  This all happened after they agreed to do a "good will" replacement on the zfold3.  I don't understand why they can just cancel my insurance when they feel like it and hide behind their call center when I reach out for answers.

  Samsung/Servify needs to be investigated by the SEC as they're clearly exhibiting unethical business practices.

  
  
  
  Sincerely,
  
  
  
  Joseph Gasque

  

  Business Response

  Date: 07/17/2024

  Dear BBB,
  
  We have once again escalated the customer's billing issue to the Samsung team and are currently awaiting an update. In the meantime, we have made an exception by providing the customer with a replacement device.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21299486, and find that this resolution is satisfactory to me.

  They finally reinstated the warranty on my s24ultra and yes, I have received the replacement zfold3 from the original warranty issue.

   

   

  
  
  
  Sincerely,
  
  
  
  Joseph Gasque

• Initial Complaint

  Date:02/13/2024

  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 TCL ******* that I purchased from Best Buy in November 2022. I purchased the 2 year warranty online from Servify. Now I have a vertical line going down the side of my television screen. There are so many emails back-and-forth, it was quite frustrating. They told me because of a mistake on my part in entering the model number incorrectly, they would not honor the warranty. They could clearly see the receipt from my purchase at Best Buy, and that it correlates with purchasing the warranty. They said there was nothing they could do but they would try to refund me my $31.99 which to me does not seem acceptable since I purchased this two-year plan. Servify has so many negative reviews, I wish I wouldve read them all before purchasing the warranty from them.

  

  Business Response

  Date: 02/16/2024

  Dear BBB,
  
  The TV models are entirely different, featuring varied sizes.
  
  The customer initially registered a 32" TV, purchased a plan for it, and received confirmation with the registered model number.
  
  However, they are now attempting to file a claim for a 40" TV that was never registered or associated with a plan, resulting in the rejection of the claim.
  
  As a special consideration, we are offering a full refund of the protection plan. To proceed, we require the customer's mailing address.
  
  An email has been sent to the customer to communicate this resolution.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/16/2024

  Yes, it was a different model number but that was due to an error in entering the model number as they could clearly see when I sent them all of the paperwork. I take responsibility for accidentally entering the wrong model number, but feel they could have made an exception. 

• Initial Complaint

  Date:02/12/2024

  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.

  My S23 Ultra accidentally dropped and the screen was severely damaged. I called and made an appointment to a repair center and took my phone there to have it replaced, after 2 hrs waiting the tech comes back and says the screen wasn't "compatible" and he had to put my old screen back, which at that point was even more damaged to the point where I cannot use my phone in natural light because the screen is almost completely dark. I must mention the store I visited was THE ONLY ONE that had a screen for this model/device, any other repair centers in the county did not have parts because ******** stopped providing them with parts for this model" which is sketchy, are they trying to force us to buy the newer phone they just launched? I was advised then to call and make a claim with Servify directly to get a replacement, then I paid $99 intead of $29 to get my replacement, been over a week with no phone and when I call they tell me my address is wrong but they won't give me a tracking #. Finally a rep tells me the truth after spending hours on the phone and it happens the model is in backorder and I have to wait a month or until ******* decides to restock. I need my phone replaced ASAP.

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
  
  The replacement device was delivered to the customer on February 14, 2024.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/14/2024

   
  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,
  
  *********************