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:08/16/2023

  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.

  On or around June 18th I requested a replacement device. On June 20th I received the replacement device. On June 21 I shipped the device with service issues back to them. Unfortunately since they used the cheapest shipping option the device got lost in transit. Once I noticed this I email them on July 27th on the issue. They claimed don't worry about it let the post office *************, and we see that you shipped the device back. On August 16th they charged me a non return fee of $990. Which is not true. I returned the device on June 21st. They have really one option refund the non return fee, or they can explain to my credit card why they claimed I didn't return the device when I did because i will dispute this charge. I will give them a few days to resolve this issue.

  

  Business Response

  Date: 08/17/2023

  Hello BBB,
  
  According to the most recent information received from our claims team,
  
  The customer's Security Deposit amount, which was charged, has been successfully refunded as of this morning, on 8/17. The refunded amount is expected to appear in the customer's account within 3 to 5 business days.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/17/2023

   
  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:08/14/2023

  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 have been paying for ******************** directly to ******* since 2018. Every month they send me an email acknowledging my payment and telling me to contact ******* CarePlus. My flip4 screen recently and tried to get it fixed. Now they tell me my phone is not covered. They have been charging me *****, but apparently CarePlus only costs 8 dollars per month. They say that this phone is not covered. I asked for any notices saying that my subscription expires, but they cannot.

  

  Business Response

  Date: 08/16/2023

  Hello BBB,
  
  We have informed the customer that we can only see the ******* Galaxy Buds Live on the ******* Care+ plan. We are unable to find any details for the phone.
  
  Hence In order to assist the customer we have requested the customer on email to share the **** number of the device and the plan purchase invoice. 
  
  We are awaiting response from the customer
  
  Regards
  Team **********************

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20466283
  
  I am rejecting this response because:

  Samsung has been charging me $11.99 each month for premium care.  I have submitted copies of the payments.  Every month they send me an email acknowledging the payment and telling me to call if I need anything.  I have cut and pasted from the email below.  

  Dear *********,
  Samsung completed monthly billing for your ********************** charging your account for $11.99.
  
  For setup assistance or technical support, get in touch with us 24/7 at **************. Were here to help.
  ORDER DETAILS
  Renewal Order Number: US003350110
  Original Order Number: TJZNOT0R2
  Renewal Date: 08/04/2023
  Subscription Date: 06/04/2018
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/22/2023

  This is a copy of the email from ******* about billing me for care and telling me to contact CarePlus

  Customer Answer

  Date: 08/23/2023

  To be clear my ******* account has separate charges for the ear buds and the phone careplus.  

  Customer Answer

  Date: 09/13/2023

  the imei is 35203277319550.  Please remember that I am aware that servify believes my phone is not covered by Care+.  The dispute is that I have been paying monthly for Care+ but for some reason my phone is not registered.  

  

  Business Response

  Date: 09/15/2023

  Hello BBB,
  
  A callback was scheduled by ******* to provide the customer with the necessary assistance, and we have received a response from ******* regarding this matter - 
  
  "We attempted to contact the customer last Tuesday, September 12 but we were routed to voicemail. We have sent the customer SMS and email asking for the best time to call but we have yet to receive response."
  
  Hope this helps
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20466283
  
  I am rejecting this response because: I did reply to the text.  I asked for a refund of the $800 , that I paid them.  They did not reply.  I did speak to ******* on the phone.  They blamed me and offered no help.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/06/2023

  Hello BBB,
  
  We have escalated this case to the ******* internal team to assist the customer accordingly.
  
  Regards
  Team Servify

• Initial Complaint

  Date:08/10/2023

  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 am not on day 4 of trying to get a claim honored from ******* Care+This all started with calling to file a claim and realizing the email address on my account needed to be updated, which I asked to be taken care of over the phone and it looked like they did. I filed a claim after that and went to the repair shop. The repair shop told me they couldn't find my cliam and now it's been 4 days of calling to try to figure out what went wrong thinking I would get some sort of resolution, being told to wait 24 hours, and then calling back to find out things are worse than they were the day before each time.It seems like no matter who I talk to, no one is able to figure out what is wrong, but different systems are outputting different information and all the people on the phone are able to do is file more claims. As of this morning I can't even log in to the website to see my account due to what might be a new and different error. All the website says is "Something went wrong"This process seems to be setup to ensure I will never be able to get my claim honored, despite my already having paid for it. No one is able to do anything and its infuriating.

  

  Business Response

  Date: 08/14/2023

  Dear BBB,
  
  We wish to inform you that an appointment has been successfully scheduled, and there should be no issues for UBIF in carrying out the repair. However, if UBIF encounters any challenges due to system-related matters and is unable to proceed with the repair, the consumer has the option to cover the repair expenses. In such a case, Servify will reimburse them for the repair cost after deducting the applicable deductible. The consumer will only need to furnish Servify with the repair receipt for reimbursement purposes.
  
  Best regards,
  The Servify Team
  
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20451374
  
  I am rejecting this response because:

  At this time, while this is somewhat of a reasonable response, I am still unable to log in to my Care+ account and I still do not know why. It has been 7 days, so far as I can tell, of calling many times most of those days, to try to get this resolved. I still cannot log in to my account, and the technician at UBIF is still unable to look up my claim. So when you say "there are no issues" there definitely are.

  Everything I have asked for has been denied or broken up to this point. Not a single resolution proposed has worked as I was told it was. You are not telling me to front $500 to do a repair, after I have already paid you $99, and that you will reimburse me. If I do that, and you fail to pay me back, I will be even WORSE off, and just have a third thing to complain about. I am in a "fool me twice, shame on me" position.

  I am probably going to get this repair done myself because I am having a hard time functioning with my phone broken as it is, and I am learning there is a massive part shortage in my area which forced me to call 5 different service centers to finally find the only one in my area that can get the necessary parts.

  I want a reimbursement and I want my premium back, or SOMETHING. I want SOMETHING to compensate me for my time wasted in trying to get you to do what you promise to do, but could not until I filed a BBB claim. None of this was any fault of mine. I paid for this service, and I paid my premiums promptly. I have done everything that has been asked of me over and over again. Even if I send a receipt and you reimburse it, I have a claim I need to file against the other phone, and I have no reason to believe I will not be put through the same problem all over again. And once again, this resolution does not solve the fact that I still cannot log in to my account.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/24/2023

  At this time I've been able to negotiate with UBreakIFix to get the phone repaired under warranty instead of as a claim with ************* because I could not get this situation fixed in even kind of a reasonable timeframe. I still cannot sign on to my account online, so I cannot really access the other service I've paid for for the other phone on my plan. They have reached out to tell me it is fixed again. I tried again. It is not fixed. It also seems that email contact does not beget responses from them as I replied that I still cannot log in on the 16th of August and still have not heard back.

  I need to check if they've refunded me my copay. I would like that money back as they did not render services and have only taken up more and more of my time with nothing but the same "fixes" that do nothing over and over again. They seem to have no method of escalating anything and are perfectly content taking my money and leaving me in a broken state. I wish I could take my business elsewhere, but it seems I am vendor-locked, though I am still looking into getting phone insurance some other way.
  

  

  Business Response

  Date: 09/07/2023

  Dear BBB,
  
  Based on the most recent information from our Technical Team,
  
  We have designated ***************** as the primary login ID and we have informed the customer to kindly attempt login again.
  
  We have also informed the customer that he encounter any difficulties, please provide us with a screen recording of the issue, and we will provide further assistance accordingly.
  
  Additionally, we have already initiated the refund for the deductible charges customer paid for the previous claim request submitted. It should appear in customer's source account within 3 to 5 business days.
  
  Regards
  Team Servify
  

• Initial Complaint

  Date:08/03/2023

  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 am writing to file a formal complaint against ************* regarding the handling of my claim for a device repair under their warranty plan. The reference number for my case is MY4OW1VRNFB3.On February 16, I purchased the ************* plan along with my Galaxy Book Pro 360, aiming to ensure the safety and functionality of my investment. Unfortunately, around mid-April, my laptop experienced some damages due to unintentional incidents and normal handling during regular use.In response to the issue, I promptly filed a claim with ************* to address the repair costs and restore my device to its optimal condition. However, despite providing evidence supporting the accidental nature of the damage, my claim was denied. ************* cited alleged negligence on my part, a claim I strongly contested as I have always taken utmost care of my belongings.Since filing the claim, I have engaged in numerous phone calls with ************* representatives, seeking a fair and prompt resolution. Regrettably, the process has been protracted and arduous, taking over three months for ************* to reach a conclusion. This extended delay has led to significant disruptions in my personal and academic life, as my laptop is essential for my coursework and studies.I have reviewed the terms and conditions of the ************* plan thoroughly, and I firmly believe that the damages to my device fall well within the coverage scope. The denial of my claim and the subsequent refusal to entertain any further claims regarding my device demonstrate a lack of commitment to customer satisfaction and raises concerns about the validity of the warranty.I am highly disappointed with *************'s handling of my case, especially given my long-standing loyalty as a ******* customer. I have been an enthusiastic supporter of ******* products since my childhood, and my excitement at preordering the Galaxy Book Pro 360 quickly turned into dismay due to the treatment I received.

  

  Business Response

  Date: 08/05/2023

  Dear BBB,
  
  We would like to inform you that we have thoroughly reviewed the assessment of damage to the customer's device, and this matter has been discussed with the management team. Unfortunately, the claim has been declined as the damage was not considered accidental but rather a result of abuse or negligence.
  
  Regards,
  Team Servify
  

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20420041
  
  I am rejecting this response because: 

  Subject: Response to ******* Care+'s Resolution - Reference #MY4OW1VRNFB3

   

  Dear BBB,

   

  I hope this message finds you well. I am writing in response to ******* Care+'s resolution regarding my claim (Reference #MY4OW1VRNFB3) for the repair of my device under their ******* Care+ plan. I am deeply dissatisfied with their decision to decline my claim based on allegations of abuse or negligence.

   

  First and foremost, I would like to assert that the damage to my device was, in fact, accidental and not a result of any abuse or neglect on my part. As a conscientious individual, I have always taken great care of my belongings, including my ******* devices. It is disheartening to have my character questioned and accused of mishandling my device without any concrete evidence to support such claims.

   

  When I invested in the ******* Care+ plan, I opted for the premium coverage, fully trusting that ******* Care+ would live up to its promises of providing comprehensive protection for my device, including accidents like the one I encountered. I believed that, as a reputable company, ******* would prioritize customer satisfaction and promptly address valid claims.

   

  Unfortunately, this has not been the case. The prolonged and unresponsive claims process, spanning over six months, has caused significant disruption to my academic pursuits and overall daily life. As a student, my laptop is an indispensable tool for coursework, research, and communication with peers and professors.

   

  ******* Care+'s refusal to acknowledge the accidental nature of the damage and the subsequent denial of my claim are both distressing and disappointing. It feels like my loyalty as a long-standing ******* customer is not valued, and my genuine need for support has been overlooked.

   

  I kindly request the Better Business Bureau to thoroughly investigate this matter and ensure a fair resolution. I urge ******* Care+ to reevaluate my claim objectively, taking into account the evidence I have provided and the terms of the ******* Care+ plan, which explicitly cover accidental damage.

   

  I believe in the value of open communication and hope that, through your intervention, ******* Care+ will reconsider their decision and take responsibility for providing the service and support I paid for when purchasing the ******* Care+ plan.

   

  Attached to this letter, you will find relevant documents, including proof of purchase, communication records with ******* Care+, and any additional information that *** aid in the assessment of my case.

   

  Thank you for your attention to this matter, and I trust that the Better Business Bureau will work diligently to help resolve this issue.

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

  

  Business Response

  Date: 08/17/2023

  Hello BBB,
  
  We appreciate customer's response and can assure that ********************** does not take it lightly when making the determination to deny a claim.  
  
  Based on the information provided, our determination remains the same. If customer wish to provide any additional information or supporting evidence to support the stance, which is customer's right, we welcome the opportunity to review it further. 
  
  If Customer would like to submit additional information and evidence they may do so by sending an email to *****************************************.
  
  Please be sure to include your Claim ID and IMEI of your device. 
  
  Regards, 
  Servify Claims Team
  
  

• Initial Complaint

  Date:08/03/2023

  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 have insurance for my flip 4 and ******* doesn't dispute it, but everytime I call they tell me there is a technical issue and I have to wait. It won't let me file online ****** saying device is still under warranty but it isn't a warranty claim it's an accidental damage claim.I have called everyday for a week and been told the same thing technical difficulties wait 24 to 48 hours.As it has been a week I'm beginning to think they are lying about it.I just want to file my claim.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  The reason why the customer is unable to raise a claim request under the ************* plan is that the customer has already raised and claimed 3 ADH (Accidental Damage and Handling) requests within a year. According to the terms and conditions of the plan, only 3 ADH claims are allowed in a year. Consequently, the customer will have the option to raise another ADH claim after September 16, 2023. This is the date when the plan was purchased the previous year and activated in 2022.
  
  As per the ******&C, the CLAIM LIMIT states that beginning on the date of enrollment, the Plan will cover up to, but not more than, three (3) covered ADH breakdowns in any one (1) year period.
  
  For more details, please refer to the T&C link: ************************************************************************
  
  Regards,
  Team Servify
  
  

• Initial Complaint

  Date:08/03/2023

  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've been paying for ************* since 10/2020. Finally filed a claim in 6/2023. Received a replacement device but that device was defective, then I tried emailing Care+ 3 times over 2 weeks and no help. Finally had to call them twice and got a 2nd replacement device, however 1 day after getting the device they charged my credit card the non-device return fee because it took so long to get a repalcement for the replacement. It's now 3 weeks since I returned both the original and defective device and no refund!

  

  Business Response

  Date: 08/05/2023

  Dear BBB,
  
  The SD refund was already processed on 31st July. It may take **** business days for the funds to settle and reflect in customer account.
  
  Regards
  Team **********************
  
  

• Initial Complaint

  Date:08/03/2023

  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 have the ************ plus plan and have been paying since 8/21 monthly. My phone was replaced after 2 months through asurion. Servify now handles the care plus issues. The issue is I have been waiting for them to transfer my imei so that I can file a claim on my phone. They stated that they cannot locate the imei, so I'm stuck with a non fully functional phone. They stated that they are unable to locate the imei and have no proof that I pay for the care plus plan. I sent them the monthly email w my care plus info. It's been almost 2 months at this point. It's not resolved, and they're not trying to fix the issue. I have attached the email thread and documents.

  

  Business Response

  Date: 08/07/2023

  Dear BBB,
  
  We are currently investigating the concern raised by the customer. We have escalated this matter to the relevant team and will provide the customer with updates accordingly.
  
  Regards,
  Team Servify

• Initial Complaint

  Date:08/03/2023

  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.

  After an endless loop trying to file claim for cracked screen on green ****** S22 Ultra I tried various phone calls, live chats, and e-mails with Servify and uBreakiFix/Asurion. Asurion e-mailed saying their shops nor ******* has the screen its on back order. Servify tried setting appointments with shops I already knew didn' have the part. They then started a claim and set an appointment with a shop I could not reach by phone. Servify was insistent I pay the non-refundable deductible before finding out if they had the part. I would not. I was given attitude for not wanting to drive to a shop 40 miles away to ask if they have part. I was denied speaking to a supervisor and they stopped answering my e-mails. Servify phone rep ultimately gave me these options. 1: mail my phone in for repair and go without a phone for undetermined time. Rep was certain their repair people would have the screen. ( well if the back order part is available somewhere why couldn't they send it to my local store so I could use my phone in the interim?) 2: I could pay the $99 deductible up front, mail my phone in and have a replacement mailed back. leaving me without a phone for an undetermined length of time . 3: paying deductible and then having $1,000 additional of my funds immediately froze, then they send replacement phone and would unfreeze my funds when they get my cracked screen phone back. This is not what the contract says ! I don't have $1,000 extra to be froze for a couple weeks, which is more than phone currently sells for. If I had lost the phone would just pay $99 and get a replacement. Go figure. None of the options given me were acceptable or in line with expectations given when selling policy. In the end, I ended up sending a cracked screen phone to ******* at a lower value trade back for new S23 Ultra. So I got nothing from Servify after paying a year and half for no coverage. This is what my contract says. Note it DOES NOT say will freeze funds in advance.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  We have sent a response to the customer via email on August 4th, 2023, regarding their demand for reimbursement. We are currently awaiting a response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 08/11/2023

  Previous messages said I had until the 13th to respond this is the 11th why did you close it?  

  Customer Answer

  Date: 08/12/2023

  copies of the emails this again not acceptable. the last response they basically ae what trying to tell me that the $1,00 is a service fee?  Because my contract says if you do not send your phone back then they charge does not say they will hold your money above and beyond the phones worth brand new.  And none of this had been the quick stress free coverage they promise. 

  

  Business Response

  Date: 08/17/2023

  Hello BBB,
  
  We can sympathize with the frustration. As outlined in our last response, placing a hold on Customer's authorized credit card or debit card is within the terms and conditions that customer agreed to. 
  
  The language states that for any services or claims to be processed, then the fees do need to be paid in advance. The terms and conditions also do account for any service fees, deductibles, or taxes that *** be held. These holds are placed to allow customer more flexibility if a change in ************** is needed so that way  are safeguarded to meet your terms and conditions demands, as all costs are due in advance of any repair or replacement. 
  
  As part of our claim resolution process, we do not place any holds without your consent or informing you of this prior to your credit card or debit card information being submitted. 
  
  While we do understand that a claims process and seemingly endless hoops, we assure you that Servify does take all possible measures to ensure both you, the customer, and ********************** a quick and satisfactory resolution. 
  
  Best Regards, 
  Servify Claims Team
  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20415879
  
  I am rejecting this response because: It is false that the terms and conditions say they will hold up front any additional $$ for replacement phone. Paying service fee (of $99 for my plan) up front .  It states a non- return fee of up to $990 will be charged if you do not return product being replaced in provided return mailer within ********************* all caps, "YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PRODUCT AS DIRECTED."  This in no way infers that $100 will be put on hold in advance until product returned, in addition to paying upfront fees.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/21/2023

  I ended up having to trade in my s22 ultra with cracked screen for the S23 Ultra with zero benefit of having ************* coverage that I had been paying for since March of 2022.  A result of $151 cost I should not have had. Not to mention innumerous hours trying to get the coverage as layed out in the terms of my policy.

  Customer Answer

  Date: 08/24/2023

  I received a call at 5am this morning, from a person identifying as a Supervisor from ************ + (Servify). As expected she tried to tell me the Galxy S22Ultra does not have coverage , because I canceled.  I said I knew they'd come back with that garbage! I started trying to file claim on July 20. My policy was renewed with payment on July 24. I did not cancel until August 20. Confirmed with this note; "Please note that your device will no longer be protected following the end of your next scheduled billing date. Your monthly plan fees will also be terminated at that point." See attachments. I had coverage during time trying to get the service I'd been paying for. I even paid for extra month after already sending it in with cracked screen for a S23ultra. Without benefit of any coverage from ************+  costing me $151 extra after you subtract $99 fee I would have paid if they had replaced my phone under plan. Like should they have, without holding $1,000 in advance . And really call at 5am?  I leave for work at that time or I would have been asleep. They operate out of ****** *****. Don't know what the ******* address is about. All interactions, chat, email, phone calls are with *****. She then started asking questions to make me repeat everything which she acknowledged had seen all messages/emails/complaint. I was trying to get on my way to work. 

  Customer Answer

  Date: 08/24/2023

  I received a call at 5am this morning, from a person identifying as a Supervisor from ************ + (Servify). As expected she tried to tell me the Galxy S22Ultra does not have coverage , because I canceled.  I said I knew they'd come back with that garbage! I started trying to file claim on July 20. My policy was renewed with payment on July 24. I did not cancel until August 20. Confirmed with this note; "Please note that your device will no longer be protected following the end of your next scheduled billing date. Your monthly plan fees will also be terminated at that point." See attachments. I had coverage during time trying to get the service I'd been paying for. I even paid for extra month after already sending it in with cracked screen for a S23ultra. Without benefit of any coverage from ************+  costing me $151 extra after you subtract $99 fee I would have paid if they had replaced my phone under plan. Like should they have, without holding $1,000 in advance . And really call at 5am?  I leave for work at that time or I would have been asleep. They operate out of ****** *****. Don't know what the ******* address is about. All interactions, chat, email, phone calls are with *****. She then started asking questions to make me repeat everything which she acknowledged had seen all messages/emails/complaint. I was trying to get on my way to work. 

  

  Business Response

  Date: 09/12/2023

  Dear BBB, 
  
  While again, we do understand the frustrations that can come with having a damaged device and the process surrounding a claim, we do strive to treat each claim and customer equally in accordance with the Terms and Conditions they have agreed to. 
  
  As outlined in our response to the customer on August 3, 2023. ********************** and your ************* does not guarantee color, model, or other accessories. We also are within customer's agreed upon terms and conditions to charge service fees in advance of service being provided. 
  
  Customer is always welcome to file a claim for possible reimbursement for any services rendered, as coverage does exist for the date of loss. We may request documents to support the damages work completed, and amount paid, there also may be service fees and deductibles associated with that claim. 
  
  Past this information, our position remains the same as we do not feel it beneficial to provide special treatment for non-extenuating circumstances. 
  
  Best Regards, 
  Servify Claims Team
  
  

  Customer Answer

  Date: 09/25/2023

  It was not resolved and apparently never will be. Sad that you all are not supporting and making public the extremely poor service and misleading representation of what they offer. I provided immence proof of

• Initial Complaint

  Date:08/02/2023

  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.

  I have a cell phone that has a warranty through this company and my phone screen is not working and I made a claim to get it fix, I took it to the assigned place to get it fix and when the company tried to send in the info to get it payed for the laid would not go through. Reached out to the company about the matter and they kept telling me there was nothing wrong with the system, but the claim was not processing through the company they kept giving an error message. So I requested for the phone to be replaced theytold me a **** dollar hold plus a 99 dollar. That was not what was sent out when they switched to this company. Now I am stuck with a phone that no longer work. They are not helping at all.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  The customer has informed us that they are not prepared to hold the security deposit amount on their card. We have forwarded this request to the relevant team, and we will provide the customer with an update accordingly.
  
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/04/2023

   
  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:07/31/2023

  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.

  Insurance with ******** My phone's camera not working. All attempts thru tech and carrier not able to fix. Filed claim, replacement phone, was suppose to come the next day. Days later still no phone. I'm meantime, thuis company took ****** out of my account and caused an overdraft and additional fees. Called Servify and got absolutely nowhere, said once you return phone it takes about 3-5 days after you send back to refund. I never agreed to this charge to begin with! In the meantime, that is all the money my family and i have to eat with etc. This is Very dishonest Criminal!!!!!

  

  Business Response

  Date: 08/01/2023

  Dear BBB,
  
  We want to bring to your attention that the replacement device has been successfully delivered to the customer. Currently, the request status shows "defective awaited." We have enclosed a waybill with the replacement device, which can be utilized to return the original defective device to us.
  
  Upon receiving the original defective device at our repair center, we will proceed with releasing the security deposit as per the terms and conditions of the plan.
  
  For reference, you can find the Terms and Conditions of the plan at the following link: *********************************************************************************************
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20401650
  
  I am rejecting this response because we were never told about ****** being taken out of our account prior. We were told $1 hold would be placed on our account. This overdrafted our account. This was not an approved charge.
  
  *****************************************************************

  

  Business Response

  Date: 08/14/2023

  Hello BBB,
  
  While we do continue to understand the frustration of the customer, but this information was discussed and approved by the customer when the claim was filed on 28th July 2023.
  
  The security deposit has been released on 10th Aug 2023 and the service has been completed successfully
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 08/15/2023

   
  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.
  
  ******************************************************************