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:01/07/2024

  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.

  This is regarding claim #: BQVCA7PTONL8. I had a **** Camera that was covered under the **** Protect Plus Plan. They informed me that my camera was damaged beyond repair and that they would be paying me out the full cost of the equipment in the amount of $3,898.00. They sent a check via email. I deposited the check and purchased a new camera. 3 days later I received a letter from my back that THE CHECK SERVIFY PROVIDED ME HAD INSUFFICIENT FUNDS and bounced. My bank proceeded to take the funds back and now I am left with -$3,898 in my account. ********************** refuses to handle the issue and keeps asking for more time. I will go to small claims court if this is not handled by Monday.

  

  Business Response

  Date: 01/10/2024

  Dear BBB,
  
  We have issued a ************* check to resolve the issue and the same has been shared with the customer over the email.
  
  Regards
  Team Servify

  

  Business Response

  Date: 01/23/2024

  Dear BBB,
  
  A new digital check was issued to the customer on January 9, ****, and the customer has provided a screenshot indicating insufficient funds on January 5, ****. The customer's concern has been resolved as of January 9, ****.
  
  Regards
  Team Servify

• Initial Complaint

  Date:01/04/2024

  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 made a warranty claim/replacement on a Galaxy S22 Ultra. During the payment process, it states my card will be charged $1.00 for a test. However they put a hold on the card for $990. I do understand, you mention it but when you are submitting a payment for $1.00 you expect to be charged $1.00 not $990. The practice is deceptive. Also after they charge $990, they send you an email stating, i would be charged $990. The way to cover them selves after deceptive practice. I was charged $990 prior to my replacement device being sent out. Why is the hold on my card released after you received my defective device.

  

  Business Response

  Date: 01/08/2024

  Dear BBB,
  
  We have released the Security Hold for this customer, and the refund will be credited to the source account within 3 to 5 working days.
  
  Regards,
  Team Servify

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21099335
  
  I am rejecting this response because:

  Its your deceiving businees practice I am complaing about.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/15/2023

  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.

  On 11/10/23 I filed an online claim for replacement of my ******* fold 4, my credit card was charged the replacement fee. It has been over 1 month since the original transaction, and I still have not received my replacement. I was told I needed to send in proof of payment. I was also told to send a video of the issue. All requested has been submitted on my behalf and still the issue has not been rectified. As a consumer when you pay for additional protection for a device you should not be given the run around regarding a claim. Every time I contact this organization I am told to send in an email with proof of payment and the issue at hand. I have never had to deal with an ordeal such as this service which mind you, I have paid for. Why is it over 1 month that I am still waiting for my replacement.

  

  Business Response

  Date: 12/19/2023

  Dear BBB,
  
  We have canceled the previous claim and initiated a new one with reference ID QVHXCFJYFJJ1, which is currently awaiting deductible payment. The payment made for the previous claim has been refunded from our end and should appear in your account within 3 to 5 working days.
  
  Regards
  Team Servify

  Customer Answer

  Date: 12/27/2023

  Servify has sent me a replacement phone finally....

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** ******************************************************************. Unit#: ****** *********, ** ***** ************** ****#: *************** ******************* November 20, 2023 Good afternoon:My name is ***********************. I am, writing with a complaint against Servify and *******.More recently, I purchased a brand-new ************* 5 device, which required me to register and insure the device within 60 days of purchase, with ************** ************* is administered by an ****** ************ called Servify, based out of ******, *****.Upon registration of my device, I was required to use the ******* Diagnostics app to take pictures showing the devices Identification number (****) and also take pictures of all sides, front and back of the device.This app neither verifies the device or affirms that the captured **** is able to be registered. Instead, the app sends off the information to Servifys back-end team for review. The back-end team will then send an email within two days, asking for a 20MB video showcasing the device and ****. This is of course is in contrast to using the ******* Diagnostic app, mentioned earlier which is supposed to do just that. My complaint is: I have already sent multiple videos to the Servify back-end team for verification. Because the Gmail email service only allows a 20MB attachment limit and taking the required video proof would yield a video that is over and above the Servify requested limit of 20MB, I submitted multiple videos, via separate messages, showcasing the entire device, front, back and all sides, and the **** number. This is an unacceptable level of service for an ************************ citizen! We pay top dollar for this technology, only to be provided with the lowest level of care and support for our money. I demand to have this issue resolved immediately without delay. I want my device: ************* 5 to be insured without delay!Over and out!-***********************

  

  Business Response

  Date: 11/21/2023

  Dear BBB,
  
  Plan has been activated from our end on customer's ******* device.
  
  Regards
  Team Servify

• Initial Complaint

  Date:11/20/2023

  Type:Product 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.

  February 18, I purchased additional damage protection for my phone when I purchased it new from OnePlus. Servify is the third party provider of the repair service. Below is a timeline of events:Late July - I closed my phone in a car door when it fell out of my pocket and landed on the door sill. This cracked the back glass and physically bent the phone.On or around July 31 - I contacted Servify via their toll free number to start a claim. I was told that I did not have a policy and would need to submit receipts via email which I did.August 3 - I sent a follow-up email asking for a status on my policy ( I also made phone calls to them). I received confirmation of activation August 4.August 7 - I received an email stating that my phone had not been shipped back for repair. I never received return instructions and replied indicating that.August 10 - I received a shipping label to send the phone back. I was on vacation at the time and could not send the phone back until August 18th.August 25 - I received the phone back from Servify. The back glass had been replaced but the phone was still bent. I replied via email and was asked for pictures and time to "investigagte" the claim These emails went back and forth until at least September 14.September 25 - I shipped the phone back a second time for repair.October 7 - In follow-up emails Servify claimed that the bend was "minor" and "cosmetic" and would not be covered. After I disagreed with their assessment, Servify advised it would be covered but would be a new claim with a new deductible. Even though all damage was from the same original event. I again disagreed. Servify indicated they had repaired the bend and shipped the phone back to me. I received it November 7.November 7 - Phone arrived with cracked back glass. I advised Servify same day of the issue and was asked to supply pictures of the phone and packaging which I did.Nearly 5 months later, I still don't have a properly fixed phone.

  

  Business Response

  Date: 11/22/2023

  Dear BBB,
  
  We will present the customer with a buyout or replacement choice for the device. 
  
  We have requested the customer to please provide the complete specifications of the device, including GB storage, RAM, and color, as it would be beneficial.
  
  Regards
  Team Servify

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 16, 2023, I raised a warranty replacement request for my ******* S20 Ultra 5G due to a problem with my camera. The request was authorized the same day and I received the replacement the next day.Upon receiving the replacement, I noticed that I was unable to update the operating system to Android 13 from Android 11. After placing my **** SIM card in the replacement phone, I also noticed that I could not make calls. After further investigating, I realized that the model number of the replacement phone was SM-G988U. However, my old phone had the model number SM-G988U1. Upon further research, I learned that the model number SM-G988U phones are made for US carriers and are not completely unlocked. Thus, rendering my SIM card useless. On November 18th, I called the ******* Care+ phone number and was transferred to a representative who did not seem to know what my problem was, or why I was requesting a new replacement. I could also not understand what he was telling me to do due to the low volume on his side.On November 19th, I called the ******* Care+ phone number again and explained my problem to another representative. She seemed to understand that the phone models were, indeed, different and transferred me to the claims department.When I was transferred to the claims department, the representative said something to the effect of "I already told you what to do". I then told him that I could not understand and asked him to tell me. He then said that I needed to send photos/videos of the problem because he didn't understand what my problem was. When I asked him what videos I needed to send, he got very rude. I told him that the phone was the incorrect model and he proceeded to try and convince me that all the model numbers are different (which is not true). I have since sent them photos and videos of the problem but have not received a response.

  

  Business Response

  Date: 11/21/2023

  Dear BBB,
  
  A new replacement device has been sent to the customer as they encountered difficulties with the previous replacement.
  
  Regards
  Team Servify

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When setting up a ************* claim, you have to choose a location, and the claim is tied to a specific location. In some cases, the location may not have the parts you need, and in such instances, sometimes the location also does not have the availability to order parts for 2-3 weeks out. Because of how ************* / Servify has their systems, there is no flexibility in getting the location changed once its determined a walk in location is unable to perform the repair. The process once that occurs is to cancel the repair entirely, and then to spin up a new repair. The issue that I have is that it costs ***** every time to do this, and this adversely affects customers financial positions because funds are tied up in credits that take 3-5 days to complete because of the bank. At the end of the day, I should be able to call into Servify and they should be able to easily modify the walk in location to one that has the parts available, and I shouldnt have to be run through hoops in order to get this done. This should be a 1-2 minute conversation at most via phone to get a location switched. My request is that upper management make accommodations to empower its customer service team so that people calling in can easily change locations without being negatively financially impacted because of the garbage system Servify uses.

  

  Business Response

  Date: 11/20/2023

  Dear BBB,
  
  Upon verification, the walk-in repair was successfully concluded on November 18, 2023. Consequently, we believe that the customer's issue has been resolved. We have also documented the feedback provided by the customer and shared it with the relevant team.
  
  Regards
  Team Servify

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20880357
  
  I am rejecting this response because:

  While the repair was performed, that was not the underlying issue of the complaint. The issue has to do with your system being so inflexible that customer funds are tied because the locations are not able to be switched. Please keep the response on point to the issue at hand.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/08/2023

  Dear BBB,
  
  We are constantly trying to improve and will thrive to make every effort to make every experience better than the last. Your feedback is duly noted and shared with the relevant team.
  
  Regards
  Team Servify

  Customer Answer

  Date: 12/18/2023

  Case hasn't been resolved.

• Initial Complaint

  Date:11/13/2023

  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.

  I still have not been issued a refund for the $990.00 I was charged for a "security hold" on a device repair dated 10/10/2023. Additionally, *********************, Servify's "Compliance Manager" deliberately lied on a statement made available to the Washington ************************* and has since disregarded their request for an update regarding the fact that I was lied to and overcharged. You all caused me to incur $58.00 in overdraft fees as well.

  

  Business Response

  Date: 11/16/2023

  Dear BBB,
  
  It is our understanding that customer were able to speak with ************************** (Compliance Manager) and she did confirm that the refund was processed on November 15th, 2023. and we apologized for the mishandling of customer's claim and appreciate the full opportunity to rectify the situation.
  
  Regards
  Team Servify
  
  

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service 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 Samsung,s website regarding ************* Loss and theft coverage is advertised. Their claim of same or next day replacement is boldly advertised. The was never any mention of Servify or any other insurance provider so I thought I was simply covered through ******** Dealing with SERVIFY has been a nightmare. After 6 calls which ended in being hung up on between 10/30 and 10/31 not only was I charged twice for the $99 charges on 2 separate card on 10/31 . The first one' the rep told me could not be accepted because I didn't have $990 on my debit card to be held just in case I don't return the phone. Please keep in mind that I have Loss and Theft coverage so if the phone was lost or otherwise unretrievable, all I would pay is a $149 and I would get a replacement. no questions asked no $990 hold. I had no choice but to pay $99 again from a different card and await thecreturn of thecinitial $99. The second $99 was paid and the $990 was held. The next day, service that was promised never happened. Today is 11/2/2023 and I still don't have a replacement device. I rely heavily on my phone. I am a disabled mother off 2 boys and I work full-time while going to school full-time. I have an anxiety disorder and other mental health issues and this has been nothing but anxiety inducing. I cannot believe the absolute lack of customer service and empathy that I have received! When I spoke to the third representative of the day, I was told that my device will be "on the with the next device shipment date". When I asked when that was no straight answer was forthcoming. So I still am sitting here not knowing when I will have a phone. A phone that I rely upon very heavily from a phone company that I've trusted for many years. A phone company that I have purchased thousands of dollars of devices from. I just need my phone replaced exactly as promised and i hope the fraudulent gaurantee is removed from the website.

  

  Business Response

  Date: 11/03/2023

  Dear BBB,
  
  The customer's replacement device has been shipped and is currently in transit using the ***** waybill number ************. It will be delivered to the customer promptly.
  
  Regards
  Team **********************

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20816928
  
  I am rejecting this response because: The device is not in an acceptable condition. The first and most major issue is that the * Pen will not connect to the device and displays "* Pen Disconnected" despite the pen being inside the device. The * pen port is dirty and might be the reason it wont connect. I have tried to remove the pen and put it back in multiple times to no avail. *econdly, the charge port is  visible dirty and has debris inside and i fear this might affect the phones ability to charge in the near future. The back cameras are also dirty on the inside i'm not sure how *********** people managed to get dust under the lens cover but I don't want o risk m picture quality. Lastly, aside from getting a defective, dirty device, the guarantee that i received that I will recieve the exact same device was not honored. I specifically asked for the same color since I paid extra to secure this color on my initial purchase and instead of getting the Powder Blue that was promised, i recieved a black device. 
  
  *incerely,
  
  ******************************

  Customer Answer

  Date: 11/03/2023

  Hello, I've uploaded photos of the condition of the device that they sent me as a replacement. The major issues I'm having is that the s Pen Port does not work and there is a scratch on one of the main camera lens. They S pen is an integral feature used for note taking when I'm at school so without a properly working  Port I cannot charge the pen. The overall condition of the device is very poor.

  Customer Answer

  Date: 11/18/2023

  Hello, 

  The initial replacement device was received on 11/3. The * Pen of that device did not work and wouldn't connect to the device. I called in to *evify that same day and was told to hold the replacement device as well as my original cracked screen device until they came up with a resolution. Over a week and several calls later a second replacement device was sent and delivered on 11/13. The device seems to be in good condition and the * Pen works. *ince I was advised to hold the first replacement and my original device I am now awaiting Servify to respond to me and let me know how to structure my returns since 10 days has passed since the initial replacement was received, I'm unsure if the initial return label is still valid and how to structure my returns. I want to ensure I use the correct labels for the correct device so that my $990 hold can be removed from my credit card. 

  

  Business Response

  Date: 11/28/2023

  Dear BBB,
  
  The shipping labels has been emailed to the customer in order to return the defective devices to us.
  
  
  Request Id: ************
  
  
  Customer has been requested to kindly send back both devices (the original defective device and the defective replacement device) to avoid any charges being deducted as non-return fees.
  
  Customer can use the return labels earmarked for each return. The original defective Device is to be shipped using the return label included in the initial replacement device package (Tracking #**********************), and the defective replacement Device is to be shipped using the return label provided below (Tracking #**********************)
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20816928
  
  I am rejecting this response because: I received the labels via email. My new replacement (replacement number 2) is now displaying the same issue as replacement number 1. I removed the SPen to use it on the device today and now it says the SPen is not connected despite it being inside the device. This cause the Air Commands not to be functional and I cannot use the SPen feature AGAIN. What in the world is going on with Servify and their repair facilities? This is the second faulty device and I am extremely frustrated. I wish I could attach a video of the issue as a picture will not show the SPen in the crevice while showing the display on the screen detailing that the SPen will not connect. I am at my **** end! What do I do now?!
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 12/18/2023

  Dear BBB,
  
  We have now shipped another replacement for the customer. It has been processed and expected delivery date is 12/14. ***** TR# ************.
  
  We had our team verify no issues with S-Pen connectivity prior to shipping. Additionally, customer is being upgraded to 1TB device.
  
  Regards
  Team Servify

• Initial Complaint

  Date:11/01/2023

  Type:Product 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 phone via ******* website and purchased the ******* care plus protection for my phone. Upon filing a claim with ******* care plus, I was told I would be charged $99 deductible and $629 fee that would be refunded upon returning ****************. I paid those 2 fees on 10/19. I received the new phone on 10/20 and sent **************** back with the provided shipping label on 10/27. On 10/30, I was charged another $629 which states its a recurring charge on my account. I emailed ********************** and received a generic response that they need time to look into the matter. I am now out $1200 and need funds to pay my bills. No one has gotten back to me in over 24 hours. This should not be a recurring charge.

  

  Business Response

  Date: 11/03/2023

  Dear BBB,
  
  We have initiated the refund for both security deposit charge IDs from our end, and it should appear in the customer's card account within 3 to 5 business days.
  
  
  Regards
  Team Servify

  Customer Answer

  Date: 11/10/2023

  I was refunded soon after this complaint was filed