Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2023

  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.

  I was attempting to file a claim for my Galaxy Fold 3 as the screen is going out. ***re is a tiny scratch which makes the phone a mechanical issue. ***re is no service location near my area not even within 50 miles. *** only option presented to me was a replacement device, which was okay UNTIL it was time to pay. As I am submitting the claim I notice that in small print it says that the price of $956 the value of the phone presently would be authorized on my card in the event that the defective phone is not returned. THAT CONDITION is not listed in the terms and conditions anywhere. SO I call and the agent tells me that it is a security deposit and it is required in order for the claim to be valid. I paid cash for the phone and have been paying the monthly insurance, the $99 deductible is fine but to place a hold for the amount of the phone is absurd. *** terms say that in the EVENT that they do not receive the defective phone then a charge of $990 will be charged if the device is not sent back to them within 10 days of receipt of the replacement. I spoke with 3 different agents, the 1st said it's just a hold and it does not come out which is a lie, 2nd said it's a security deposit and it's in the terms and conditions also a lie, and the third refused to let me speak with a supervisor because he said the supervisor will say the same thing but he said he was going to transfer and simply dropped the call on purpose. I have been a ******* customer for over 15 years have had phone replaced before with no issues until now. I need a replacement device and without the Security deposit that is not stated in writing into any terms and conditions.

  

  Business Response

  Date: 09/26/2023

  Dear BBB,
  
  A security deposit shall be placed on the customer's card, and it will remain on hold until the customer returns the defective device to us. Upon receipt of the defective device on our end, the security deposit hold will be released and refunded. This is a mandatory procedure and cannot be bypassed.
  
  You can find further details about this process in our Terms and Conditions, which are available at the following link: *********************************************************************************************
  
  Regards
  Team Servify

• Initial Complaint

  Date:09/21/2023

  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.

  I paid them 3 times to fix one issue. My phone broke I paid ***** which is the deductible told me to go to the store I paid gas to go back and forth only to get a phone call (on my friends phone since I didn't have mine) 4 hours later and told Servify had a technical issue and they couldn't fix my phone. This happen 3 times!!! Finally ******* had to interfere and fix the phone with authorization from ******* themselves. They have not called me back and I have left a ticket number to speak to a supervisor/ manager. Nobody emails back with answers or calls back. It feels like a scam that and another company had to step in and rectify the situation.

  

  Business Response

  Date: 09/27/2023

  Dear BBB,
  
  The customer has conveyed that ******* has successfully repaired the device, and they no longer wish to be contacted regarding this particular issue.
  
  Regards
  Team Servify

• Initial Complaint

  Date:09/20/2023

  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.

  As it pertains to Reference ID: ************, I have received absolutely no indication on my device's repair status, which is contrary to their advertised "hassle-free services", it is of my honest opinion that these services are nothing but a mere facade by the lowest bidder ******* could acquire to outsource their repair services. Servify has had my device in their possession since the seventh of this month and has made avail limited information as it pertains to the actual status of my device. It has been made abundantly clear that this business holds absolutely no regard for the consumer or their device(s).

  

  Business Response

  Date: 09/26/2023

  Dear BBB,
  
  We have elevated this matter to our relevant team for expedited processing. We will provide the customer with updates accordingly.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 09/26/2023

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

• Initial Complaint

  Date:09/12/2023

  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.

  I purchased protection plans for two cellphones via OnePlus, a cellphone manufacturer. This was on January 31st 2023. OnePlus stated that the plans I purchased have been activated since February.I have been trying to file a claim for one of my phones. Servify has refused to honor the policy. I have been told that the plans I purchased were not activated in their system. I have been told to wait ***** hours on several occasions. It's been 2 weeks now. I spoke with a floor manager today, September 12th, 2023. I told him that it is not my fault that there are issues with their systems. It is simply a matter of filling, then filing, the paperwork by hand. At this point he hung up on me.This is how they treat their policy holders. In my opinion what Servify is doing is employing a stall tactic in an effort to not honor the protection plans that I purchased in good faith.

  

  Business Response

  Date: 09/14/2023

  Dear BBB,
  
  The activation of ******* care plan on customer's device has been completed successfully. 
  
  Customer can now proceed to file a claim for your ******* device. Customer has been informed through email accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20593646
  
  I am rejecting this response because:

  Clearly Servify is incapable of any sort of professional ability when it comes to providing me with the services I paid for in good faith.

  Please see the attachments that I have provided. After informing the BBB, and myself, that I can now exercise my insurance plans, it turns out that I cannot. Using the app provided by Servify in an attempt to process my claim, the so called activated plan was not visible in the app. Following that up with a phone call to Servify to inquire why this is? I informed the Servify representative that my plans were not activated and that there is no record of such plans. The Servify representative then began to inform me that I would have to provide him with the invoice proving that I purchased these plans and phones, and the email stating that the plans are activated. This would be starting over; most likely another two weeks.

  To complicate matters I followed the link at the bottom of the email believing that it would take me to the beginning of the claims process. Once again I am met with the incompetence of Servify. The plan that is available for me to file a claim with is for a OnePlus 10 Pro 5G; which I happen to own. I also have a OnePlus 10 T 5G. This is the phone that I need to have replaced.

  If you take a look at the attachments that I provided, you will see that I did indeed purchase two phones, with two protection plans.

  Bottomline is that I will be out of a phone until this so-called forward facing technology company figures out how to figure it out,

  My resolution is for Servify to send me a new phone. This should be overnighted.

  Sincerely,

   ***********************

  

  Business Response

  Date: 09/26/2023

  Dear BBB,
  
  We have initiated a claim on behalf of the customer for IMEI - *************** - OnePlus 10T 5G with reference ID - AW9OAJ1UF8QL. The customer will receive a payment link to cover the deductibles required to advance the claim.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/31/2023

  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.

  On 8/30/2023 I contacted servify(samsung care plus) to file a claim on my wife's phone. I was told I had to pay $1 plus a $529 deposit to be returned once I returned the damaged phone. Never had to before but ok. They said once it was paid they would next day the replacement phone. They sent me a link. I immediately paid it and it was deducted from my credit card. Today 8/31/2023 I have yet to receive a tracking number or anything so I contacted servify. They tried to tell me that there was an insufficient fund. I told them no that I had the receipt and the money was taken off of my credit card. He then put me on hold and came back and said he would create a ticket and it would be 48 hrs until he heard anything. For me to call back. I pay a monthly fee for the insurance on the phone so that I can have next day replacement. Not only am I not getting next day replacement but they ripped me off for $530

  

  Business Response

  Date: 09/02/2023

  Dear BBB,
  
  Upon investigation, it was determined that the security deposit hold was unsuccessful, resulting in the payment failure. The customer has been notified and advised to retry the deductible payment in order to advance with the claim request.
  
  
  Regards
  Team Servify

• Initial Complaint

  Date:08/31/2023

  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.

  On August 18,2023 I filed a claim with servify for my ZFold5.On August 19,2023 my claim was accepted.On August 21,2023 I paid the $99 insurance fee and chose to mail in option for my phone. On August 22, 2023 I noticed there was no shipping label sent so I reach out to the email to ask where I take it. I get automated response that was absolutely no help. On August 23, 2023 I get another automated email saying sorry for the delay and to give them time to forward the info to a relevant team? Which was absolutely crazy to me, why would it have to be forwarded to another team? I paid the fee so send me my label? How hard is that to ask for On August 24,2033 I call them and am told by one of their representative that they will resend the shipping label and to be patient and wait ***** hours to receive it. On August 27,2023 I reach out once again on email and to ask where is my shipping label because I have not received it. This time I received no automated response. I heard absolutely nothing. On August 30,2023 I called and asked where is my shipping label i was told i would get it days **** and the representative tells me how I need to pay the $99 fee again??? At this point I am fuming because I paid the money on the 21st why should I have to send it again? He than says he will refund the $99 when I send proof that I paid and in return I will get the shipping label? I already paid so send me my shipping label! There was no apology, no remorse, and its so loud you can barely hear anything. So I email after the phone call and explain my dissatisfaction, proof of the payment, and needing my shipping label asap and once again another automated email!!! Because of this I had to purchase another temporary phone because how long it is taking, there is no urgency. I feel completely disregarded when there are other company's that fix these problems ASAP and to say I need to pay when I did is baffling. I've been more than patient this is ridiculous.

  

  Business Response

  Date: 09/02/2023

  Dear BBB,
  
  We are pleased to inform you that the payment issue has been successfully resolved. We have also provided the customer with waybill details, which can be utilized to send their device to our repair center, facilitating further processing of the claim.
  
  Best regards,
  The Servify Team

• Initial Complaint

  Date:08/30/2023

  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.

  I paid for a replacement device using ************ + and when I received the new device and switched everything over I sent the defective phone back to Servify. I understand they put a security deposit on my CC in case the phone was not returned. I shipped the phone back using the supplied label on 8/21. On 8/29 I was charged the security deposit of $1079.99. I submitted the receipt and tracking number and was told the original item was received and they would do their best to get this resolved. This is unacceptable and feels like a complete scam

  

  Business Response

  Date: 09/02/2023

  Dear BBB,
  
  According to the most recent update,
  
  We are presently in the midst of processing the refund of the security deposit to the customer initial account for the service request that has been completed.
  
  Furthermore, after examining the situation, we noticed that a request was made for another replacement device. However, the security deposit hold on customer's card was unsuccessful, resulting in the cancellation of the claim. A new claim has been generated with Reference ID P2WNLOVIAVCK and customer has sucessfuly processed the security deposit hold on the card and we have informed the team to process the replacement on priority.
  
  Regards
  Team Servify
  

• Initial Complaint

  Date:08/29/2023

  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 ordered ************* on Aug 11 under order # ******* for $181.01. The enrollment required validation from another device (which was not made clear during checkout as a side issue). I attempted to do so, but faced server errors and errors stating the device was not in frame until I was no longer eligible to validate the device.I contacted support, who advised the coverage would not be canceled and that I didn't need to do anything else. The coverage was canceled and refunded on Aug 22nd.I attempted to buy coverage again yesterday but was presented with a higher charge of $239.00 + tax. Reaching out to Care+ support, they advised there was no way to offer the original rate. Contacting ******* support, they advised Servify can as a one-time courtesy. Servify support was unhelpful, and cold transferred and hung up on me several times Servify clearly knows that there's an issue with the app as they upped my account to be eligible to try registering 200 times vs the original 2 (though as noted above, the server issues meant I had to attempt way more than 2 times previously). I was not presented with the choice of manual validation, which was supposed to have happened when it failed the automatic validation (and I submit device photos in my contact previously, seems like a failing of the company to do due diligence of supporting this contract).I am seeking ************* coverage (ideally with a bypass of the terrible device validation process, I'm fine with going straight to manual) at the originally promised price, which ******* support verified I should be eligible for, regardless of previous attempt to register.

  

  Business Response

  Date: 08/31/2023

  Dear BBB,
  
  Customer has been informed- 
  
  Based on the most recent update,
  
  In an extraordinary arrangement,
  
  We will manually revert the policy status to "Diagnostics pending" through backend procedures. Consequently, you'll need to log in and complete the diagnostics process once more. We understand that you've made several attempts before, but this approach ensures that you can still benefit from the discounted price. Furthermore, this time, the app process should proceed smoothly since we've relaxed the app's limitations.
  
  Please take note that once we set the status back to "diagnostics pending," you must perform the diagnostic process on the same day. Failure to do so will result in our automated system canceling the policy once again, indicating that the diagnosis hasn't been carried out.
  
  After you've completed the process, we will continue with the plan activation procedure.
  
  Awaiting response from customer
  
  Regards
  Team **********************
  
  

  Customer Answer

  Date: 08/31/2023

  I replied this in my separate email response, sharing here to keep things updated as I'll need clarification how to proceed:

  Hello, thank you for the reply. I had submitted another order in the interim as I was concerned about not having coverage on the device. Please let me know how to proceed, if a partial refund can be submitted there, or if I need to cancel that order to redo the first to get the proper pricing. 

   

  Thanks,

   

  *****

  

  Business Response

  Date: 09/04/2023

  Dear BBB,
  
  We are in the process of liaising with the ******* team to offer a resolution to the customer. We will keep the customer informed of any developments.
  
  
  Regards
  Team Servify

• Initial Complaint

  Date:08/29/2023

  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.

  Servify, on behalf of ************ Plus, has had my Z Fold 4 with a cracked screen for six weeks in total. They accepted the claim on July 9 for mail-in and gave me a label. On July 18, they emailed me that day to say they'd received it. On August 1, they emailed saying they were waiting for a part, which would arrive within 7 days. On August 18, after several phone calls, I was told I now had the option of receiving a replacement for $99, I said yes, please. Timing of replacement was unclear. Was told an email would come shortly with instructions. On August 22, I received an email saying my unrepaired phone was being sent back to me and that I should expect to receive it on August 22 (the same day as that email). No mention of replacement On August 24, I was told on the telephone that this was simply the way their communication system works. That this means that I will be receiving a replacement. I asked about timing, about giving them the payment for the replacement, and was told to wait for information from the *************** On Friday, August 25, at 5:30 p.m., I received an incoming phone call with no caller I.D. -- no name, no number. They asked if still wanted a replacement phone. I said yes, I do, and asked when I could expect the phone. The representative told me she would mention that I still wanted the replacement to her team. She did not know when I would receive the replacement or when or how I should pay them. She promised somebody would call me by the end of the day on Sunday, August 27. By the end of Sunday, August 27, nobody had called. Also did not receive one on Monday, August 28. Today is August 29. In nine days, it will be two months since I initiated this process. I've omitted descriptions of five other phone calls. Two said parts had been received, although they hadn't been. One promised a call back from the ************** at an appointed time. Never materialized.

  

  Business Response

  Date: 08/29/2023

  Dear BBB,
  
  We wanted to inform that the mail-in request for customer's device had to be canceled as the necessary parts for repair were not available. Consequently, the device was sent back to customer's location without undergoing repair.
  
  However, we have taken the initiative to raise an Advance Exchange claim request for customer's device. Currently, the request is pending due to a deductible payment of $99.
  
  To facilitate the next steps, Customer has to proceed with the payment of the deductible. Upon receipt of the payment, we will expedite the replacement process.
  
  Best regards,
  The Servify Team

• Initial Complaint

  Date:08/21/2023

  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.

  8/18/2023 Im forced into filing an insurance claim on my ******* phone despite it being a manufacturer issue covered under warranty. It takes hours to get someone on the phone. Once I file the claim I'm told they'll take a 99 dollar deductible and my phone would be here the next day. I look at my bank account and they charged me the full amount of the phone 989 dollars plus the 99. When I called and asked why they said they didnt charge it they were holding it as a security deposit until they received the broken phone. No where prior did they say they would take a full amount price of a phone from my account for an insurance claim. Why would I pay insurance for a phone monthly plus a 99 dollar deductible for them to take a **** dollars out of my account for untold amount of days. I requested a call with supervisor, sent over banks statements and insurance policies to no response. I call them again 8/21 after not yet receiving the replacement and getting no response about the theft from account, they apologized but said there was nothing they could do for me and my replacement was on the way. This has happened to many others I have found. It is fraud. ******* should cut ties with Servify immediately and repay customers.

  

  Business Response

  Date: 08/24/2023

  Dear BBB,
  
  Upon our investigation,
  
  We've verified that the customer has dispatched the faulty device using the provided waybill.
  
  The scheduled delivery of these items to our repair center is set for August 24th, 2023.
  
  Following the arrival and subsequent inspection of the device, the hold on the security deposit will be lifted.
  
  It's essential to understand that the release of the security deposit hold is contingent on the customer's chosen payment method.
  
  Example-
  
  Credit Card - Credit Hold
  - Transaction will show as a pending transaction but it won't show as a posted charge
  - It does reduce the consumer's available credit amount
  
  Debit Card - Credit Hold
  - Using a debit card, a hold is placed on the funds. This is called a pending transaction.
  - Pending transactions can impact your available balance (the amount of money you have available) does reduce the consumer's bank account balance. The pending transaction is removed once the consumer returns the device to **********************
  - However no funds have been transferred to Servify during the bank's in process time period. 
  
  Regards
  Team Servify