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:02/10/2024

  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 filed a repair request for a damaged screen. The parts are unavailable locally. The authorized repair center told me the issue was definetly a screen repair issue. I called ******* care+ that is managaed by Servify and was advised that I would have to file a claim under physical damage so a new device could be sent out. I informed the floor supervisor that this would be a fraudulent claim as it was not what was listed. I was advised that I need to read the terms and conditions and this was allowed. I called ******* directly and informed this was not the case. After an hour on the phone the only resolution offered was a cancellation of my initial warranty claim. Encouraging customers to commit fraud is not how you fix a supply problem.

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
  
  The replacement device has been successfully delivered to the customer, resolving their issue.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21275121
  
  I am rejecting this response because: the replacement device being received doesn't rectify the problem of paying more money for a covered service. I read the terms and conditions and a cracked screen is to cost 29$. Your policies violate the terms of that agreement in making me pay 100$ and file the physical damage claim for a cracked screen. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/17/2024

  Dear BBB,
  
  As per the most recent information from our internal team, we will make an exception and refund $70 back to the customer's source account, making the Advance Exchange claim ref id - ************ cost $29, as the customer has already paid $99 for this claim.
  
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/08/2024

  Type:Sales and Advertising 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 opened a claim with ******* Servify after loosing my device at a vacation. Claim number is XZ3HFABJ6K6T. It is for a ******* Galaxy 23 Ultra. It is my primary device and I pay monthly insurance on the device. I filed a claim online and called Servify to escalate and even sent an email. It has been 4 days since I had filed the claim and no replacement had been sent to me up till now and instead I have been asked to submit the same information over again through a manual form. I called Servify again to talk to a supervisor and everytime they just tell me that there is no supervisor available and that they will call me back but no one calls back. They are using delay tactics and business malpractice. I will also file a complain with ***** ********** of ********* for their bad business practices. I need a replacement device urgently as I have no other primary device

  

  Business Response

  Date: 02/09/2024

  Dear BBB,
  
  We need the affidavit of the loss incident claim which is already shared with the customer but customer not ready to fill up the affidavit but this is a crucial step for processing the claim.
  
  Once we receive the filled affidavit, we will proceed with the claim approval.
  
  Without the completed affidavit, we will be unable to advance the claim process.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21268699
  
  I am rejecting this response because: I sent the requested affidavit but still haven't heard back and even after 5 days I have not received a replacement device while the company keeps employing delay tactics and harass US consumers while still actively billing them for the monthly insurance.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/13/2024

  They approved my replacement after I filed the form for the same information but shipped me a replacement device after the whole weekend and when I received the device it was a refurbished device and broken condition. After I shared with Servify support that the replacement is broken and used they are charging me a new deductible of $99 on top of the existing deductible they initially charged me of $149. They are using bad business practices to scam money out of American consumers with the whole company being stationed in *****. They don't provide immediate resolutions and make you wait for days while knowing well that the device is being utilized as a primary device. Since my initial claim it has been well over 10 days with a back and forth. 

  Customer Answer

  Date: 02/13/2024

  They approved my replacement after I filed the form for the same information but shipped me a replacement device after the whole weekend and when I received the device it was a refurbished device and broken condition. After I shared with Servify support that the replacement is broken and used they are charging me a new deductible of $99 on top of the existing deductible they initially charged me of $149. They are using bad business practices to scam money out of American consumers with the whole company being stationed in *****. They don't provide immediate resolutions and make you wait for days while knowing well that the device is being utilized as a primary device. Since my initial claim it has been well over 10 days with a back and forth. 

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
  
  The customer has received the replacement device, but reported it as defective. We have escalated the matter to our concerned team and will assist the customer in resolving the issue.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21268699
  
  I am rejecting this response because: It has been over 10 days since this matter has been on-going and again they are taking forever to resolve the claim. They are forcing me to pay them $199 even though I received the defective phone from them. They have a track of scamming business practice as I can see from other review similar to mine, They are trying to frustrate so much that an individual would give up from getting the replacement. I have spent over 20 hours on calling them and having a communication back and forth through different channels with this company and now I demand that I be refunded the initial $149 I paid and all of the payments I have made to ************* plan. I also need the replacement device shipped today so that I can receive it by Thursday 02/15 as I don't have a primary device as of right now. I also request BBB to initiate a inquiry with the a federal entity to investigate these business malpractices. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/15/2024

  Dear BBB,
  
  The deductible issue has been resolved, and a new in-warranty claim request was raised.
  
  An advance exchange replacement device has been dispatched via ***** with waybill number ************ and reference ID ************.
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/08/2024

  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 been paying for ******* care plus to insure my phone. The screen was cracked and I needed it fixed. I had purchased ******* care plus because I thought it was reputable. However the experience was awful. After calling in and setting up my appointment there was a "technical error" which prevented my service request from appearing in the system. (1 hour of my time wasted)I expressed my dissatisfaction from their service but they could offer no compensation. I pay for a service to get my phone repaired. There should not be a head ache. That's why I am paying for the service.I attempted to call ******* care + back to find out where to repair my phone only for them to tell me that I have to call every store near me to see if they have the part I need. (1 hour of my time wasted).I then call ******* care + back again for them to finally provide a resolution, which was to ship my phone in and have it repaired. I was unaware that was an option, I wish we could have started with that. Keep in mind I had to call them several times and wait on hold, everyone I spoke to was Indian and hard to understand.

  

  Business Response

  Date: 02/09/2024

  Dear BBB,
  
  Customer's device has been repaired and the same has been dispatched through waybill number- 1Z54V84A0292823044 *** and soon the same shall be delivered to the customer location on priority.
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/05/2024

  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.

  This is in reference to claim 64IUJED90YDL.I purchased ******* Galaxy S23 Ultra with a ******* Care+ warranty. The warranty covers accidental damage including damaged screens, with a deductible to be paid. The warranty is valid until 2/14/2024 On 1/26/24, the screen of my phone cracked. It is making it almost impossible to use the phone.On 2/2/24, I filed a claim with ******* Care+ to have the screen repaired. There was a $29 deductible to be paid. I was sent a link to pay the deductible by credit card. None of my credit cards worked. The transaction immediately rejected by Servify and was never sent to the banks for approval.On 2/2/24, I contacted Care+ by phone and was advised they would be sending me an email within 24 hours to fill out for manual credit card processing to bypass the problemI never received any email.On 2/3/24, I again contacted Care+ by phone. I was told the problem was possibly because I was using a credit card issued by a ******** bank, despite being a USD card with a US billing address. I was again told I would get an email within 24 hours to bypass the payment system. I never received the email.On 2/4/24, I contacted Care+ with the same result. No email was received.On 2/5/24, I contacted Care+ again. I was told I would receive the email within a maximum of 3 hours. No email was received.I cannot make the payment. I am a US resident on a temporary work permit that doesn't allow me to apply for a US credit card, so that simply isn't an option. I don't have any friends or family with a credit card issued in the US.The terms and conditions of the Care+ warranty doesnt state that a credit card issued by a US bank is required to file a claim. They accepted the same card to purchase both the phone and the warranty.I am leaving for Europe on the morning of 2/8/24. I need the phone repaired by 2/7/24 before I leave. When I return on 2/22/24, the warranty will be expired. A solution for this needs to be found immediately.

  Customer Answer

  Date: 02/05/2024

  After filing the complaint with the BBB, I contacted ************* by phone on two more occasions as I had not received the email communication with the form to manually process the payment for the deductible. The first time I was again "personally assured" that the email would arrive within another three hours. When that didn't arrive I called back. On the 2nd call the representative stated that the email  be sent would be, "whenever the offline team sends it." The representative stated that there is no timeframe, and that I just had to wait.This representative denied that I had ever been told I would receive the email within the previously stated 24 hours and then 3 hours. When I asked to speak to a manager I was told none was available and I would be contacted by a manager before 9PM. I never received any a call back.
  
  At 10:26 pm, I received an email from a representative at Servify. It was not a form for manual processing of my credit card or even related to the payment of the deductible whatsoever. Instead, I was an Affidavit relating to the nature of the damage to my phone. The affidavit asked about the make, model, and serial number of the phone, along with my name and address. It was the same information already provided when I filed the claim. The email also asked for a scanned copy of my government-issued ID, without explaining why a copy of my ID was necessary or relevant. The email didnt address the issue of payment or the repair of my phone.
  
  At 11:02 pm, I replied to the email with the completed and signed affidavit and a scanned copy of my photo ID.
  
  The matter remains unresolved, and there is no sense that Servify understands the problem or intends to resolve it in a timely manner before the warranty expires.

  Customer Answer

  Date: 02/06/2024

  When I woke up on 2/6/24, I had an email from Servify, sent at 3:06 am. The email stated, Upon review, the insurance claim affidavit lacks the necessary details. Kindly complete the form and share it for further assistance. The affidavit was completed in its entirety, and Servify does not specify what necessary details Servify needs.
  
  As I had completed the affidavit in its entirety, Servify did not specify the details they required, and the affidavit does not address the problem (payment), I can only conclude that this was intentional to delay the process until the warranty has expired.
  
  The email relates only to the claim and does not address the deductible payment issue. The claim has already been accepted. The issue is that Servifys systems are preventing me from paying the deductible.
  
  I replied to the email at 8:40 am, enquiring what additional details Servify needs.I have attached a copy of the email from Servify as well as the fully completed affidavit (as sent at 11:02 pm on 2/5/24). As of 11:18 am, I have received no response to my email or what details Servify wants.
  
  I still have not received a call back from a manager or supervisor as I was promised on 2/5/24.
  
  There is still no sense that Servify understands that the problem is not related to warranty coverage but only to payment problems, or that Servify intends to resolve it in a timely manner before the warranty expires.

  

  Business Response

  Date: 02/08/2024

  Dear BBB,
  
  Customer has been informed that the cards used have been added to our system's whitelist as an exception, allowing them to be used for deductible payments.
  
  Please be aware that if, for any reason, the repair cannot be completed before customer's departure, we will still honor the claim upon customer's return.
  
  Regards
  Team **********************

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21248923
  
  I am rejecting this response because:

  Servify intentionally slow-walked their handling of this matter until I had left for Europe. They didn't follow through as promised and had terrible communication. They insisted I fill out an affidavit about the damaged screen that was not related to the payment problem of "white listing" my credit card. Servify then rejected the affidavit without any explanation.

  As a result of Servify's delays I'm not in Europe with a broken phone, that could easily have been repaired before I left so that I would have a fully functional phone while travelling.

  When I return from Europe I will not be in a position to go to a walk-in repair center to have the screen. Since Servify delayed resolving the payment issue I expect that they will send an advance replacement device to my registered address (***********) so that I have a functional phone waiting when I return. Normally, there is a $99 deductible for the advance replacement, instead of the $29 for the walk-in screen repair. Since Servify was responsible for the delay and has caused additional problems I expect they will waive the additional $70 deductible.

  The terms and conditions of the warranty are clear. There is nothing about requiring a credit card issued by a United ************ Servify are responsible for the delays and need to step up to rectify the problems they caused.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/17/2024

  Dear BBB,
  
  In the most recent update,
  
  Customer's walk-in repair request has been canceled as per customer's request for an advance exchange claim. 
  
  Therefore, we will initiate an ** claim on customer's behalf, and customer is required to pay $99 for the claim. 
  
  As an exception, we will refund $70 back to the customer, reducing the cost of the ** claim to $29.
  
  Customer has been informed to confirm his home address for processing the claim and delivering the device to the specified address.
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/05/2024

  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.

  Good morning,Last year, I made the decision to invest in a new ******* Galaxy phone (Galaxy S23 Ultra). I also opted for theft and loss insurance, which I was told would provide me with a next day replacement. I lost my phone. I made a police report and file a claim with ******* Care + on January 10th and provided all the information in order to receive my replacement phone. However, to my dismay, I did not receive the promised next day replacement. After being given multiple dates by different employees, each one pushing back the expected arrival of my new phone I requested to speak with a manager, I was told that the replacement phone was out of stock and was offered a buyout option instead. As someone who relies on my phone for work, specifically as a Lyft driver, I had no choice but to accept this offer. On February 1st I received a digital check for the full price of my phone, $1,619.99. However, upon going to the bank to deposit the check, I was informed that a confirmation number was needed. The bank tried to contact the phone numbers provided in the email, but they didn't work.I am also disappointed in the false advertising of this insurance. I paid for the next day replacement with the belief that I would be able to work and carry on with my life normally if anything were to happen to my phone. However, this has not been the case.Furthermore, I paid $199 fee for the replacement, on top of the $1,619.99 for the phone itself. In total, I am seeking reimbursement of $1,818.99. This amount may seem insignificant, but it pales in comparison to the money I have lost during this time because I was unable to work without my phone.I have attached some emails as proof of the frustration and lack of communication in this situation. I strongly believe that I deserve to be reimbursed for the full amount, as well as compensated for the time and money I have lost during this ordeal.Thank you for taking the time to read about my unfortunate experience.

  

  Business Response

  Date: 02/07/2024

  Dear BBB,
  
  We have asked the customer for their bank account details to facilitate a direct transfer of the amount into their account, as an exception. We are currently awaiting the customer's response.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/13/2024

  Dear Better Business Bureau,
  I just wanted to update my claim and of course, I want to Thank you for your assistance in resolving the problem.
  I had to go back and forth with ************ Plus, and Servify before and after contacting you. They reached out to me at the same I received your email on Feb 7, asking for information that  I've already provided, I  guess by doing that they wanted to make it seem as if they were actually working on solving the problem. Someone should do something about their customer service, and false advertisements. 
  My claim started on January 10th, and yesterday February 12 I finally received the reimbursement of the total amount of my claim, I  have not received any answers to my questions and concerns. 

  This would have not been possible without your help, thank you ?? 

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
  
  Refund has been initiated from our end and the same has been credited to the customer. The issue has been resolved.
  
  Regards
  Team Servify

• Initial Complaint

  Date:01/27/2024

  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 warranty service purchased from ************ Plus when I bought the S23 Ultra brand new. I cracked my screen.ncovered under the warranty. Went to the Two local locations for repair they did not have replacement screens they were on back order for months. I located a An authorized dealer through the servify repair process on line and my card was charged the $29 fee. I came to the store with the broken screen, the store has the part, they have the hardware repaired. The store (ubreakifix) they are unable to complete the proces because of a computer fold between ******* and Servify Servers Reference *************** Product Name:******* Galaxy S23 Ultra 5G IMEI/Serial ********************** Ticket Number ********** Your process is horrible. Horrible customer service. Wanted to wait 24 to 48 hours to escalate the ticket to the technical team.

  

  Business Response

  Date: 01/29/2024

  Hello BBB,
  
  Upon inspection,
  
  The repair with reference ID - ************ was successfully finished on January 28, 2024.
  
  Regards
  Team Servify

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21209265
  
  I am rejecting this response because:

  The repair was not completed under the prepaid warranty at the prescheduled time. The contracted vendor made me pay retail due to inability on the part of Servify. This is a scam. It was a covered repair. I prepaid the $29 service fee then they made me pay retail $370 plus tax
  

  They switched the event from a covered warranty to a retail. There was no choice but to leave with a phone in worse shape then when I brought it in. They destroyed the cracked screen making it inoperable. The phone was fully functioning when I gave it to them with a cracked screen. They used the same part that was reserved under warranty to charge me retail.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/05/2024

  Dear BBB,
  
  Upon examination,
  
  It has come to our attention that customer has made a payment for the repair to the *** under reference ID - ************, as the *** was facing technical issues on system in returning the device back to the customer.
  
  We have requested the customer to kindly provide us with the repair receipt and the name, address, and email ID as per customer's bank account details. 
  
  This will enable us to reimburse the customer for the repair cost incurred at the ***.
  
  We look forward for the response from the customer over the email shared with the customer.
  
  Regards
  Team **********************

• Initial Complaint

  Date:01/23/2024

  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 purchased servify tech policy. I file a claim. My $99 payment is made. The exchange has not been fulfillfed.

  

  Business Response

  Date: 01/25/2024

  Dear BBB,
  
  Advance exchange device has been delivered to the customer on 24th Jan 2023. Hope customer issue has been resolved.
  
  Regards
  Team Servify

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21185061
  
  I am rejecting this response because: Replacement device is not connecting to ******* Service.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/05/2024

  Dear BBB,
  
  The customer has verified that he received the phone on **************** However, he reported issues with haptic feedback, and we recommended checking the device settings. Despite the suggestion, the customer expressed a desire to cancel the ************* plan. We have promptly forwarded the request to the appropriate team and will update the customer via email accordingly.
  
  
  Regards 
  Team Servify

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21185061
  
  I am rejecting this response because:
  

  There is no mention of receiving the original device and that it is working despite the cracked screen and it has been factory reset.  I will not close this case until I have verified I will not be charged the $1000 for returning the phone because Servify chose the slowest possible shipping method and did not initiate their end of the return agreement approximately 20 days after it was promised.  Failure to return device within the 10 days per the claim was not the fault of the customer.

  Yes, I do want to cancel ******* Care+.  It has been a very poor customer experience.

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

  

  Business Response

  Date: 02/09/2024

  Dear *******************
  
  We do understand and appreciate the frustration you have felt with your ************* claims experience. We have initiated the process to receive your February refund and cancel your ************* plan. You will receive a formal email confirmation from Servify regarding your plan cancellation and refund amount. Again, we do apologize that your experience was not the outcome hoped for, and we do appreciate the feedback so we can continue to improve our claims process and system.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21185061
  
  I am rejecting this response because: the matter is not closed.  Servivy has not provided cancellation and refund documentation.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/12/2024

  Good Morning,  I have not received any communication from Servify to formally notice me on cancellation and refund.

  Customer Answer

  Date: 02/12/2024

  Good Morning - I have not received formal notice of the cancellation / refund yet.

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
  
  According to the team's update, as it is a monthly plan, the customer will have the option to cancel the plan exclusively through the ************* portal.
  
  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.  I was finally able to contact Servify to have the subscription canceled and refunded.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/22/2024

  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.

  Absolutely horrible have spent a total of 7 hours on the phone over the course of 3 days. I pay for the service to have my phone covered for ******* care plus. I keep getting the run around on it being fixed. They are stating i dont have a plan which i do. ******* has confirmed yet claims says i dont i sent necessary documents as they asked even tho i shouldnt have to. Still trying to fix it and nothing. Their site states hassle-free yet thats all its been. Absolutely the worst company

  

  Business Response

  Date: 01/23/2024

  Dear BBB,
  
  According to the most recent update from the team, 
  
  The problem has been resolved, and customer's ******* device now reflects an active status for the ******* Care+ plan. Customer can now proceed to raise a claim under the plan.
  
  Regards
  Team Servify

• Initial Complaint

  Date:01/15/2024

  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 sent my ******* z fold 4 to ******* care plus/Servify to be repaired on 12/6/23 and it was received on 12/12/23 by ******* Repair. since then i've not gotten any updates, repair or my phone back.i've called and emailed dozens of times and can't get any clarity or help.i've also requested the repair be cancelled and device returned a week ago and still have not had the device returned.at this point, they are refusing to return my device.

  

  Business Response

  Date: 01/17/2024

  Dear BBB,
  
  Upon the customer's request, the device has been sent back to them as RWR, with the waybill number 1ZE306430142626091 via **** The delivery was successfully completed on January 16th, 2024.
  
  
  Regards
  Team Servify

  Customer Answer

  Date: 01/24/2024

  Yes the device was finally returned, but the inner screen was more damaged than it originally was and no longer worked. 

  In addition, Servify refuses to close my claim on their website, which prevents me from getting it fixed at a local repair shop. 

  I've emailed and called them to close the case and they refuse to do so. 

  So in my opinion this is still a ongoing situation.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21149612
  
  I am rejecting this response because:
  Although I received my device back. The amount of effort and energy over the course of 1 and half months of other calls, emails, and online chats just to finally get my device back was unacceptable and terrible. In addition, my device was returned unrepaired and in the same box I originally sent it. There was zero explanation for not fixing my device or the delay to return it. 

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

  

  Business Response

  Date: 02/15/2024

  Dear BBB; 
  
  While we do recognize that this customer did face an unusual set of circumstances throughout their journey. During the customer's journey, ********************** faced unexpected digital communication errors with our repair facility that hinder multiple claims from moving forward. While we do understand that these errors are mountingly frustrating for the customer and their experience, ********************** has been accommodating towards all the customers requests. 
  
  
  On January 11th, it was the customer's request that their damaged device be returned to them. As outlined in our previous response, their original device (still damaged per their request) was returned on January 16, 2024. 
  
  
  We do apologize that the experience ****************** had was less than ideal. At this juncture, as ****************** has received his returned damaged device and has closed his claim, we are unable to provide any additional remediations. 
  
  Regards
  Team Servify

• Initial Complaint

  Date:01/12/2024

  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.

  ************ was acquired by Servify and has gone down the drain. They have an inventory shortage and can't repair my phone in-store. I can't do a mail-in option because I use my phone for work daily. The only other option they have available is getting a remanufactured replacement phone. If you look up the typical price for these it is about $700 for the 512 GB version. Servify told me to get a replacement sent out to me i am forced to let them hold onto over $1,200 of my money because they were scammed by other customers. ************+ and Servify refuse to waive this insane fee for me even though the shortage is not my fault. They are doing a bait-and-switch scam on customers because they are holding the value of your phone when it is brand new. If I were to never send my phone back to ******* they would charge my account $1,241.99 for a remanufactured phone that is worth half of that value. You should not force your customers to pay that insane hold amount just because you were getting ripped off by other customers like a ******* care + rep told me. Also, the amount on hold is going to go against my total claimable amount of $2,500 which is unfair due to ******* not having repair parts in stock. Shady business by Servify and shame on ******* for allowing this horrible company to acquire their services. I for one am never going to use ************ again and will not recommend it to anyone I know. You are better off going with the insurance provided by your carrier instead of this shotty company

  

  Business Response

  Date: 01/16/2024

  Dear BBB,
  
  We greatly appreciate customer feedback regarding the claims experience. As outlined in customer's ************* Terms and Conditions, replacements and repairs are subject to parts and device availability. Unfortunately, we are unable to control the demand of all of our customers, however, we do strive to provide the best possible customer service and claim resolution to all. 
  
  Based on our current availability, we are able to provide the customer a replacement S23 Ultra 512G.
  
  Please note that we are not able to guarantee the color or any other features of this device. We have processed this replacement and customer should receive an email confirming all tracking and claim details.
  
  Regards
  Team Servify

  Customer Answer

  Date: 01/16/2024

  IF YOU ARE READING THIS DO NOT GET INSURANCE WITH SERVIFY! YOU WILL HAVE TO PUT THE FULL PRICE OF YOUR PHONE AS IF IT WERE BRAND NEW ON HOLD IF IT IS DAMAGED AND NEEDS REPLACED.
  Complaint: 21139450
  
  I am rejecting this response because:

  It says it's shipping from ********* ********* which has no snow whatsoever right now so I'm not sure how that would impact conditions very much. It also says that it hasn't even been shipped from the location in **. All that has happened was a label has been created and it has now been 4 days since I've placed my order. I still don't have a functioning phone I'm not sure why it wasn't next day shipped to me. Just another way ******* and Servify have let down another one of their customers. I wish I knew that this process was going to be a nightmare, and I never got ******* Care+ +. Ever since Servify bought them it has ruined the program and impacted your customers. Your office could care less about customer satisfaction. I have spent hours of my time on the phone, on wasted trips to the repair shop, sending emails, and using my computer as a phone. I have been offered absolutely 0 financial compensation, and I was forced to pay more for my repair than I should of! I didn't break my phone to the point where it's unusable and I need to trade it in. All I needed was a new LCD and glass but ******* doesn't have it in stock anywhere. I was sent to 2 different repair shops that didnt have my screen in stock and they were both an hour of driving total. The repair shops they use UBREAKIFIX doesnt have an internal inventory so you are forced to call every store to find your part. Way to make an already stressful situation even more stressful Servify!

  Now this $1200 goes against my total claimable amount on my policy because of *******'s lack of inventory. I am also extremely upset I have to send my basically brand-new phone in and accept a damaged remanufactured phone from you. The reman phone is only worth $600 yet you put $1200 on hold. This is just a shady business practice that is surprising to see in a multi-million dollar company. I am extremely disappointed in *******, ******* Care+, and Servify for how this has been handled. It has been made abundantly clear to me that all you can do is say sorry which is absolutely worthless to me in this situation. I want this preposterous situation brought to the attention of a supervisor or manager. I am tired of just being told this is the policy because that is total BS. I wish I knew about Servify switching the terms of the agreement because I never agreed to those terms. When I bought my phone it was still handled by the original company Asurion I believe. So that means you sent out updated terms of the agreement to an email or didn't send one at all to sneak the changes in under your customer's nose. If everyone in your program knew that they had to pay that much money to get their phone replaced regardless of it being a hold or not they would be infuriated. Yet again i know my words are wasted and that no one from this money-hungry company actually cares about their consumer or their well-being. I got to choose whether I pay my bills this week or let Servify hold $1200 of my money just to send me a new phone that takes a week to ship. -5/5 stars for Servify you should be ashamed of these practices and hopefully someone ******************************* for this egregious policy. All i wanted to do was replace my phone screen for $29 like your company said was outlined in our agreement. This is not true you broke the agreement and forced me to buy a replacement phone which idont need! I just want a new screen replaced for my device but ******* doesnt have any in stock even though its the newest phone you offer. Then i get told that they dont even have any phoned to send me and now that i made a complaint theres a phone available. I am being charged for a remanufactured phone, The only way i will consider this matter resolved is if my screen on my original device is fixed or i am sent a BRAND NEW device not someone elses messed up refurbished phone for $600. 
  
  Sincerely,
  
  *********************

   

  PS DONT GET INSURANCE THROUGH SERVIFY GO WITH YOUR MOBILE CARRIER OR LITERALLY ANYONE ELSE

  

  Business Response

  Date: 02/05/2024

  Dear **************; 
  
  Thank you for your response. We genuinely appreciate your voicing your concerns and frustrations with your claims experience. Honest feedback from our customers allows us to continually reevaluate the experience that all customers are receiving. 
  
  We sincerely apologize for any inconvenience that the claims process and experience *** have caused you. It is never our intention that our customers feel unheard and unattended to. 
  
  Based on the feedback provided by you, we have recognized further areas that need our immediate attention in order to empower our customer more and provide more effective claims experience. 
  
  While we understand that improving these processes now does not change your immediate claims experience, it will help improve the experience for many customers in the future.And while we hope that you never have to experience a loss again, if you do, rest assured that your experience with Servify will be vastly improved. 
  
  Best Regards, 
  Servify Claims Team