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:07/30/2023

  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.

  To whom it may concern,I am writing to express my deep disappointment with Servify's customer service. I received a replacement ******* phone from Servify on 3/15/2023, which yesterday sustained damage during normal use. However, attempting to resolve this issue has been a frustrating and time-consuming experience. ******* tells me the phone is out of warranty, even though it was supposedly "new" from Servify 4 months ago. The chat support was unhelpful, and phone support offered no resolution. Additionally, Servify has provided no email correspondence, receipts, or updates since March, leaving me unaware of any status, and the inability to log into their site, as I do not receive emails to reset the password. Moreover, I have been told that the original device was never received, resulting in a mismatched **** in their system. Despite this being their mistake, they refuse to process my claim for a next-day replacement for my current phone, as per their contract, and say it will take 3-5 days before it might be updated in their system. I urgently need a phone for work, and waiting 3-5 days for the **** issue or 12+ days for repair is unacceptable. This situation has shaken my faith in samsungs commitment to customer satisfaction by contracting with **********************. After 15+ hours of chat and phone conversations, I am being forced to buy a new equivalent device and would like to be fully compensated for it and for my original device to be replaced expeditiously I sincerely hope for a swift and fair resolution to this matter.

  

  Business Response

  Date: 08/01/2023

  Dear BBB,
  
  Upon checking with our internal team, 
  
  it has come to our attention that we have not received the defective device from the customer using the waybill we provided. As a result, the request has not been closed from our end, and the plan transfer to the replacement IMEI has not been processed through the system.
  
  We have requested the customer to confirm the specific waybill number they used to send us the defective device. 
  
  This information will allow us to investigate further and provide the customer with the necessary updates accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20397364
  
  I am rejecting this response because: servify has never sent me any email communications about any steps of the process, no invoice, no receipt, no tracking information, nothing. They have never attemped to call me to tell me there was an issue with receiving the device over the past 4 months, which is not my fault, this is an internal error on their end. I was not charged for not returning the old device, which I returned immediately. 

  Yesterday I was jerked around on the phone, for 2 more hours, lied to by one agent who said servify never sent me a replacent device, then sent to another agent who sat silent for over 10 minutes breathing into the phone, and refused to transfer me to another agent or supervisor then eventually hung up on me. 

  I require a resolution, and servify continues to not address the issue of their lack of communication,  they have been aware of me not receiving their emails since before this device was replaced in March, and instead of addressing the issue, they sent me a text message with a link where I was able to pay the $99 fee for the replacement device, which I recieved shortly after. And they continue to make excuses and lies and use unacceptable scare tactics to cover for their own internal errors and inability to provide service.

  Again, I have now spent over $1000 because servify refuses to uphold their end of the contract and provide the services I have paid for through ******* care+, and require compensation for my wasted time, energy and cost of this whole issue.

  

  Business Response

  Date: 08/14/2023

  Dear BBB,
  
  We are actively addressing the issue at hand. The customer's concern has been directed to the appropriate team, and we intend to provide the customer with an update in the near future.
  
  Best regards,
  The Servify Team

  Customer Answer

  Date: 08/24/2023

  This issue is NOT complete, we are on day 26, with no resolution. The last comment from the company did not address any issue and the BBB closed this case with no information stating it had. 

  

  Business Response

  Date: 09/14/2023

  Dear BBB,
  
  The customer acquired a new device and subsequently asked for a refund of the purchase cost. We processed the reimbursement, deducting a $99 deductible from the total amount paid. On August 31, 2023, we successfully reimbursed the customer a total of $995.99. The digital check confirming this transaction has been sent to the customer's registered email address.
  
  Regards
  Team Servify

  Customer Answer

  Date: 09/14/2023

   
  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:07/29/2023

  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.

  Servify has not fulfilled their part of the deal. I paid insurance monthly, which they have confirmed. It's been 2 weeks. I've asked for a manager to call, they never did. I've made over 10 calls and spent over 7 hrs on the phone dealing with this issue. Servify is saying they have a technical problem and can't help me. I need a working phone and a timeline.

  

  Business Response

  Date: 08/01/2023

  Hello BBB,
  
  We have already followed up with the ******* team, and they have confirmed that the subscription payment has been successfully made by the customer. 
  
  Our technical team is currently working on your request, and we anticipate that the plan will be reactivated soon. 
  
  Once the plan is active again, customer will be able to proceed with raising a claim request.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/01/2023

   
  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:07/26/2023

  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.

  They approved my mail in repair on 7/12/2023 I paid and sent phone in. They received it on the 13. There tracking site shows device received no other updates. Was told **** days from day I sent in to get phone back. I've contacted them multiple times trying to get an update and they just say **** days. Today day 10 they tell me they will make it a priority. But no time frame I've asked them to just return my phone and they just say it has been escalated and made a priority and it will be looked. It's just a cracked screen phone actually worked just had screen damage want my phone back

  

  Business Response

  Date: 07/28/2023

  Dear BBB,
  
  We are pleased to inform you that the customer's device has been successfully repaired and has been dispatched from our facility. The delivery process is underway, and the device will soon be delivered to the customer.
  
  Best regards,
  Team **********************

• Initial Complaint

  Date:07/26/2023

  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.

  So absurd....So I pay 13 dollars a month for ************* plus" ************* I pay for to cover the phone in the case of a break of loss. ******* uses servitude to complete these tasks and servify demands the use of ******* **** security for any lost devices. Makes sense to me except...After receiving my.device I spent.some time attempting to sign up for ******* **** and was unable to succeed as their program was continuously glitching and freezing out, and at one point I even reached out to support about it. Now,, after my attempts i had the misfortune to lose my device, a basically brand new **** dollar device. Devastating but I thought a thought if relief because I has ******* care. I was wrong. I have been on the phone for 8 hours with them trying to explain that you can not demand something that I wasn't capable of doing. Especially because it was their app and programming that wouldn5 allow me to complete the task, yet here we are, and they are entirely. Refusing to allow me 5o use the insurance I pay for monthly for this replacement. So rude and so insulting that ******* or srvify allow this under any circumstances cuz its honestly offensive.

  

  Business Response

  Date: 07/28/2023

  Dear BBB,
  
  During our investigation, we uncovered that you customer previously submitted four (4) previous claims on the same device, IMEI: ***************
  
  The records show that on July 26th, 2023, customer filed three (3) claims, for the loss of customer's device. Each of these claims were rejected because the necessary software, **** Guard, was not installed on the device. 
  
  On July 27th, 2023, two (2) subsequent claims were filed on the same device, IMEI: ***************, for liquid damages. 
  
  The first of these claims was rejected because the date of loss of July 8, 2023, fell outside the scope of customer's plan inception term. 
  
  In regards to the second claim, we will be rejecting this claim, as well. Based on the previously submitted claims over the course of July 26th and 27th, it is reasonable to believe the previously submitted claims that either the device was damaged outside the inception of the plan terms or has been lost/stolen. 
  
  Based on the information listed above we will be denying your claim.
  
  The customer has been notified via email regarding the rejection of the claim and the subsequent steps in the process.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/28/2023

  And now?  Now they have canceled the insurance plan. The one i paid for, with no refund all because I put the wrong Date down

   Is this really what ******* believes is that people don't mind spendin their money only to have ******* take it back and vr headset

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20381014
  
  I am rejecting this response because:

  This is absolute madness. on what planet is it appropriate for them to be telling you BBB that they are fast working with me on coming to a solution? not only is there not a solution yet, but A. its nearly impossible to get a call back from them for anything. it took over a week for the woman ****** to call me back because "the phone in her office was broken"? come on now i wasnt born yesterday you from best buy and you are higher up. you seriously expect me believe it took days to get ur office a new phone? B. they seem to have forgotten that a supervisor had promised me weeks ago that my replacements were already coming. now, the answer is still the same "they dont have any goal or time frame that they plan to have a resolution by" and this is just so insulting. $700 is gone, and they wont even give me a goal of completion date on letting me know what they have decided to do? how is this even legal? im only putting up with it because they are the ones in power do to their absurd monopoly on technology in our modern day tech world. so rude when i have literally spent *****k a year there, and spend 200+ a year jsut on their subscription program. this type of response is how they treat their VIP program members ? i think im good on that..... i just need my replacements. otherwise im in every right to dispute the transactions that led to the gift cards being made. ill be civil and give it one more week. i reached out to BBB to try and get a hand with this but it seems the business just doesnt care one way or another how their paying consumers are treated.im not gonna sit by and allow them to lie to the BBB while i wait though. they have done absolutely nothing. and unless something happens soon i dont think they ever will. 

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

• Initial Complaint

  Date:07/25/2023

  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 trying to get the imei updated so I can file an insurance claim. I have paid monthly for ******* care plus. My phone was replaced a couple months after it was released, but the imei was never updated. I contacted ******* they confirmed that the phone is mine. I sent all requested info to servify to show the phone was replaced. It's been 4 weeks of promises and disjointed communication. Many emails and phone calls. It's getting ridiculous. My phones inner screen has issues w the touch screen, and I need to file a claim. Almost 5 weeks without a fully functional phone. Ridiculous because I pay for the insurance monthly.

  

  Business Response

  Date: 07/26/2023

  Hello BBB,
  
  We are in direct communication with the ******* team to address the issue as the customer's IMEI has not yet been transferred to a new one by *******.
  
  We will keep the customer informed about the progress and update them once the matter is resolved.
  
  Regards
  Team Servify
  

• Initial Complaint

  Date:07/20/2023

  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.

  I pay for insurance every month. July 16 2023 my phone went black. On the 17th of July I contacted the insurance company they created a ticket and had me to take the phone to ubreakwefix at ***************************************************************. I go their on the 18th and they have the claim. The store process the claim and it is rejected. Since that day several tickets have been placed. I have literally been oh the phone for hours just to explain to numerous of people and get nothing.

  

  Business Response

  Date: 07/22/2023

  Dear BBB,
  
  We would like to bring to your attention a technical issue from ******* that is currently affecting the visibility of the claim request at *****************.
  
  We have already escalated this matter to the ******* team for a prompt resolution. We will diligently follow up with the store until the issue is fully resolved, and we anticipate an estimated time of 3-4 business days for the resolution.
  
  We sincerely apologize for any inconvenience caused and appreciate your understanding.
  
  Thank you for your cooperation.
  
  Best regards,
  Team Servify
  
  

• Initial Complaint

  Date:07/14/2023

  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 cracked the screen on my Samssung Galaxy S23 Ultra which I covered my ************* warranty. I was sent to a repair location 7/5 which didn't not have the replacement screen available twice (Asurion in ************ **). I found a repair center that does have the screen (Asurion in ******, **) and called ************* to transfer the claim to them. ************* instead transferred the claim to a repair center in ******, **. After contacting *************, they cancelled that ticket and created a new ticket for the ************, ** location. That location tried to order the screen but ******* cancelled the order. I again contacted the ******, ** repair location and they still had a space screen they agreed to hold for me. I had ************* again create a ticket for that location. The claim has not appeared in their computer after 24 hours. Investigating, I see the payment receipt to ************* for $29 STILL shows for ******, **. Each try requires Care+ to cancel the previous claim and create a new one.At this point, I've had 4 claims covering a span of 9 business days and drive to repair locations 3x plus countless hours on phone. I still cannot get a claim to a location with the part.As an aside, the folks at Asurion have been wonderful to work with through all of this.Claims:July 4 Ref ID: ************ (service center didn't have part and wasn't told to order it)July 5 Ref ID: ************ (claim moved to location in ******* instead of **)July 6 Ref ID: ************ (location had order for screen cancelled by *******)July 12 Ref ID: ************ (claim say for ** but receipt says for *******)At this point, I've been told just to wait (by one representative) and that another claim is interfering with this claim (by another representative). Today 7/14/23 told to wait another 48 hours.In summary, I have an active ************* plan but cannot get my phone repaired despite spending an enormous amount of time and energy on this.

  

  Business Response

  Date: 07/17/2023

  Hello BBB,
  
  Upon checking, it appears that the previous claim has been canceled, and the customer has now submitted a new walk-in request. We will provide the necessary assistance to the customer if they encounter any issues with the claim.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20320705
  
  I am rejecting this response because:
  

  To be accurate, I have now had a total of 5 claims for this same issue.  Each time a problem has been detected with their system/process, the claim is cancelled and a new one created.  I have been in touch with (and once phsically at) one of their authorized repair centers (Ausurion, ******, **) since July 5th 2023.  That repair center has the necessary repair part and just needs a valid claim. ************* dba Servify still has been unable to get a valid claim to that location.  i.e.  It does not show up in the location's computer system.  Most often, the claim has been sent to a location in *******.  There was one occasion where the claim was sent somewhat locally but that center did not have the necessary part and ******* cancelled their order of the part.  Servify phone reps have been saying that their system was down for maintenance all weekend (7/16-7/17) and as of the evening of 7/17 they said that it would be down another ***** hours.  I did create another online line (out of desperation) as the phone reps thought that "might" work.  I will not know if it was successful until the repair center open today.

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

  

  Business Response

  Date: 07/26/2023

  Hello BBB,
  
  As we checked,
  
  ***************** has successfully completed servicing a walk-in request with the reference ID - ************.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/03/2023

   
  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.

  That is, the device is finally repaired after countless calls and much effort on my part to what should have been a very simple process.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2023

  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 attempting to file an insurance claim for the past week and have made multiple phone calls only to be brushed off with wait another 24 hours. I've waited a whole week and still no progress has been made on my situation. I have been told that my account has been on hold and I have not made any payments, however I have never missed any payments and also have billing statements as well as email confirmations FROM *******.com. I have also spoken to ******* and they say that my account is in active status and should not have any issues.I have tried multiple times to talk to a supervisor only to be brushed off with that they're busy or they'll call me back.

  

  Business Response

  Date: 07/14/2023

  Hello BBB,
  
  The issue has been resolved, and we have updated our systems to reflect the active status of the plan. 
  
  Customer may now proceed with raising a claim for the device under the ************* plan.
  
  Regards
  Team Servify

• Initial Complaint

  Date:07/10/2023

  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 filed an insurance claim on 6/4/2023 to have my phone replaced due damaged screen; the claim was approved. It took about seven days for me to get the phone. Three days after I got the replacement phone, a line developed on the scream of the phone, so I called them, and they told me that I needed to wait for the old phone to get to them. I sent them the phone back on 6/14/2023 using the shipping label they sent me (**********************). For reasons not controlled by me, the package was delayed by the **** and got to them on 7/1/2023 After they got the phone, I called and was told to send an email detailing the problem and photos to show the problem, which I did the same day. I got an automatic reply saying that customer service would get back to me within 24 to 48 hours. I got an email today, 7/10/2023, saying they will escalate the problem. Meantime I am struggling with a phone that is not functioning. So here is what I want them to solve; o first, refund the ****** dollars that I was charged because they are saying that I did not return the phone o Second, for them to get me a fully working phone because I did pay the deductible for them to process the claim

  

  Business Response

  Date: 07/12/2023

  Hello BBB,
  
  We have already prioritized the processing of the security deposit refund by notifying our claims team.
  
  Furthermore, we have again initiated an in-warranty advance exchange request for customer's device, considering the post-repair issue customer has encountered.
  (Ref id- *************
  
  In order to continue with the replacement shipment, we asked the customer to submit a payment of $1 as a temporary hold for the security deposit on customer's card.
  
  This amount will be released once we receive the defective device, as we previously informed customer about the security deposit hold equivalent to the device's cost on customer's card.
  
  Regards
  Team **********************

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20301526
  
  I am rejecting this response because:

  Yes, they did process the first charge, and they also did replace the phone. But here are the following problem;

  
  For them to process the second replaced phone, they sent me a link stating that I needed it to make a one(1) dollar security deposit. When I did without telling me, they put a hold on the credit card for nine hundred ninety (990) dollars without asking to ensure I had that available funds. Then I got another e-mail saying that they would charge one dollar and put a hold of 990 dollars to be returned after they got the old phone back and that I needed to send it within ten(10) days, or the hold would not be refundable.  

  
  And the other problem is that unless they get the phone on time, they will not refund the 990 dollars. But the return package and label that they sent is so slow that it is not even funny. I sent the package using tracking number **********************, ON July 12, 2023, and yesterday July 18, 2023, at 8:31 am, the **** tracking system was saying that the package was at the ************** NETWORK DISTRIBUTION CENTER, meaning that the box is not going to them on time. They will try not to return the money when they could use a better shipping company or a different **** service.
  
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/08/2023

  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.

  ******* Galaxy S23 Ultra 5G Reference ID: HIILUZEASMOS I submitted a claim to have my phones cracked screen replaced. After weeks of waiting for an approval and sending the documents for verification. Y claim got approved! I paid for the deductible and setup a time on the link servify sent me to get it replaced at the ubreakifixit near my house. I went there turned my phone in. Gave the employee even my password to access my phone and he told me to come back 4 hours later. 4 hours later. I come back he claims he opened my phone and was in the process of replacing the screen when servify/samsung rejected the claim! Even tough at first the claim on his system looked good!How is that possible? He has no answer to give me.neither does servify I have an approval and paid for the deductible. My phone was opened and worked on and now the claim is rejected? So I went in with a broken cracked glass now I have a partially burned OLED. Called servify the rep says he doesn't know why it got reject asked me to wait 2 business days(with a non working phone) for him to get back to me with an answer not a solution. The other option would be for me to give him a $1000 deposit and pay another $99 deductible to have a replacement refurbished phone. Which I don't want! I just want my screen replaced! The ubreakifixit has the screen but because of some rejection error on servify website my claim got rejected as it was being worked on! Beyond ridiculous. Everyday my phone doesn't work I lose money! Get this resolved ASAP. I have no issues going to small claims court.

  

  Business Response

  Date: 07/11/2023

  Hello BBB,
  
  After consulting with our internal team and reaching out to the **** store, we have discovered that Customer had made payment for the repair charges for the device due to technical difficulties encountered during the walk-in claim process.
  
  As a gesture of goodwill, we are making an exception in this case and approving customer's reimbursement request for the repair charges paid.
  
  However, please be aware that the deductible will be deducted from the refund amount in accordance with the ************* process.
  
  To issue a digital check for the reimbursement, we require the following details from the customer which has been requested over the email.
  
  Awaiting response from customer
  
  Regards
  Team **********************