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:07/05/2023

  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.

  my phone went in the shop June 27th for repair and was ready 2 hours later. when the repair shop try to complete the transaction though ******* servify care plus service a error keep poping up and its conceals out my repair claim and this company can not get paid for repairing my cellphone. i have call ******* servify every day to see if they have resolve the problem or find a different method to pay this company who is holding my phone for repairing my phone. They want the repair shop to unrepair my cellphone which makes no sense and send me a new phone. i keep explaining that this is not a option for as I have many important information content on my phone and if its return to unworking condition I will not be able to use the phone. I keep asking them is there another way to pay those people for fixing my phone or just fix the problem in there system so the payment will complete. I work off my phone and it has been in the shop a week fix only on hold due to sumsung servify not fix the issue on there end. I pay insurance to ******* servify every month for over 3 year so there should be no reason why they can not pay this company for my repair. If I have to pay cash out of pocket to get my phone back I want to be reimburse from ******* servify.Account # ********** IMEI # ***************

  

  Business Response

  Date: 07/07/2023

  Hello BBB,
  
  We apologize for any inconvenience caused to the customer.
  
  Current walk-in request ************ Claim has been cancelled due to technical issues.
  
  We have informed the customer that she will need to contact ***************** to return her device with the defective parts without undergoing repairs.
  
  This is because ***************** is currently experiencing an ongoing issue with the visibility of the claim from ******** which is expected to be resolved by next week.
  
  As an exception, we are offering the customer the option of Mail-in or Advance exchange repair for $29
  
  Once Customer have retrieved thier device from ***************** without repairs, customer will confirm their preference regarding the service mode (Mail-in or Advance exchange). Upon receiving the confirmation, we will proceed to raise a request for customer's device accordingly.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20274870
  
  I am rejecting this response because: it was not the service center fault.  As per Zac, GSPN issue. we have to offer mail-in or AE only. So I now have no other choice but to have ***************** unfix my phone and return. Then in the process of get a new phone sent they have to hold $727.oo of my money with is so inconvenient. This problem is on ******* end and they will not fix it. It happened months back. Stop the  lies and fix the issue
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/01/2023

  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 25 June 2023, I attempted to make a claim for a cracked screen repair on my ******* Galaxy S20+ device. I was redirected to an incorrect site and spent over an hour just trying to get assistance to get to the correct site. Once I was able to do so, I filed a claim with Reference number 1TCKN3FNKR2Y to take my device to UBREAKIFIX/Asurion Tech Repair - Store #*** on 26 June. Upon arriving, the technician informed me that they were unable to find the claim in their system. I contacted Servify and was told that there was a "glitch" in the system that had prevented the claim from being forwarded to the repair facility. At that point I was informed that the only resolution was to cancel the current claim and start a new claim. To do this they would issue a credit to be processed in 4-5 days, and would require payment for the new claim that day. I informed the rep this was not acceptable as this was not due to something I had caused and rather a problem in their system. I was then blind transferred back to the main ******* IVR. Over the course of the next 3 days I continued to contact them, with the feedback now being that they would reach out in ***** hours with an updated claim number. On ********************************************************************************************************************************** that they would not escalate my call for something "so small". This individual hung up on me, and on my next call, again after multiple requests to escalate I was transferred to ***** (he would not provide any other identifying info such as employee ident). ***** informed me that an internal ticket had been raised #******* and that I would receive an update in 24 to 48 hours. I requested a copy of the ticket for my records and I was told that they had an email backlog and later told that they simply don't do that. I also asked for a copy of my call recording for my records with the same response. I just want the device repaired as requested a week ago

  

  Business Response

  Date: 07/04/2023

  Hello BBB,
  
  The claim with ref id- ************ has been re-triggered from our end and ***************** shall be able to check and repair customer's device under the ************* claim.
  
  We have communicated this information to the customer, and we are currently awaiting their response or update regarding the matter.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/04/2023

   
  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:06/29/2023

  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.

  I have an account with ********************** for ************ + to replace broken or stolen phones. I broke my phone and called to have it replaced. When it was shipped it was sent to the incorrect address. I received an email letting me know that they didn't have the correct address and I provided it. I received the phone at my work place 06/01/2023. I got my phone transfered over but everything wasn't working correctly. I was able to get everything uploaded and working finally, cleared the phone, and mailed it back to them 06/08/2023 with their prepaid mailer. The phone finally arrived to them 06/20/2023 and on the 21st they charged me $1,399.99 due to me not getting it back to them in time. I realize now that in the fine print it says that they have to receive the phone within 10 days of me getting the replacement phone and not in the mail by 10 days. However, their prepaid mailer they included with the package to send it back with took 13 days to get delivered back to them landing 06/20/2023. Once they received and processed my package they charged me $1,399.99 to the card they had on file. I did not catch that they charged me until Sunday 06-25-2023 at which point I emailed them. I had not heard back from them via email so I called 06/26/2023 at 3:52pm mountain time and was told to email that I needed to get my money back and was charged for my replacement phone. I had emailed that day and I emailed again to show you the tracking information. The response says to give them ***** hours to repond and they did not.I called again 06/28/2023 at 5:25 pm mountain time and I spoke with another woman who brought the manager into the situation. I was again told that I needed to email that the phone was not received in time, I was charged, and that I want my money back. I send that email as well.It looks like this is a reoccurring issue with their company and I have tried to go through them to get my money back but they blow me off.

  

  Business Response

  Date: 07/01/2023

  Hello BBB,
  
  Security Deposit refund has been initiated from our end and soon it shall reflect in customer's source account in 3 to 5 business days.
  
  Regards
  Team Servify
  
  
  

  Customer Answer

  Date: 07/05/2023

   
  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:06/28/2023

  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.

  Last September 2022, I had purchased a ******* Flip4 phone for my wife, and for me I had purchased the ******* Fold4 phone. Both of these phones were purchased straight from *******.com and were enrolled in the ******* Care+ during the purchase. Since then, I have been paying monthly fee of $8.00 for my wife Flip4 and $11.00 for my Fold4 for Care+.On 6/27/2023 my wife had her ******* Flip4 accidentally fall out of her pocket and now when she attempts to use her ******* Flip4 that the phone does not display anything on the screen. There are no cracks or damage on the phone or screen.At the time when I purchased the ******* Care+ I honestly thought having ******* Care+ would be great in the event of any issues and that it would be a simple process but instead this process has been anything but simple but it has been a literal nightmare, not only have I talked to around 8 different ******* associates claiming that they will be able to fix my issue to file a claim they have all failed and here I am being told that I have to provide proof that I have paid for the ******* Care+ service, which I think is funny or odd since I can login to ******* and see that the Care+ is active for both phones. In any regard I did provide proof of payment that was sent to ******* on the same day or 6/27 but here we are still waiting for a response and meanwhile my wife does not have a working phone. Honestly based on this experience if I did not already own these ******* phones or this service then I doubt I would ever purchase a ******* phone again as their customer service is incompetent. I am simply demanding a response as proof of payments were provided and have been current since September. I would like this to be escalated to a supervisor as well and for an explanation why I have been on the phone for hours to resolve this issue instead of a hassle free process that ******* claims.

  

  Business Response

  Date: 06/30/2023

  Hello BBB,
  
  We are currently in contact with the ******* team to address a technical issue that is causing a discrepancy in the reflection of customer's monthly subscription payments in our system. 
  
  Rest assured, we are working on rectifying this issue, and customer will soon be able to file a claim under the ******* Care+ plan and we are in touch with the customer accordingly.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  We are being strung along. All I can say is being dismayed or upset with the horrific and lackluster support has been an understatement.  Why should us as the customer receive this horrible experience and lack of filing a claim when we have been paying all Care+ premiums since September of **************************************************** replacement. Explain to me or better yet explain to my wife why they keep string us along by pure incompetence and why we are unable to file a claim and why they are simply wasting our time?
  

  Being told Rest assured we are working on rectifying this issue and all of your apologies has made zero  impact but the team at ******* Care+simply has shown that you have zero respect or concern for us as a customer as we PAID yet we are still being told to wait and dragged along by *******. If I was running this business within ******* this would have been resolved on the first day, within an hour not days, in this case people deserve to be fired for their incompetence and poor support.
  
  ******* has no empathy for us and we have ZERO respect or faith for their  team at ******* Care+ as they clearly have shows their incompetence.
  
  Sincerely,
  

  
  *****************************

  

  Business Response

  Date: 07/14/2023

  Hello BBB,
  
  We are actively engaged in following up with the ******* team to address the payment issue and ensure it is reflected correctly in the system. We anticipate that this matter will be resolved soon, allowing the customer to proceed with raising a claim under the ******* Care+ plan.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  ******* Care+ has literally committed fraud and has not supported me as a customer that has been paying Care+ 9 months for my devices and even up to this day I still cannot submit a claim. What a deceitful, untrustworthy, and incompetent organization and I will simply refuse to do business with and share this with others as ******* does not deserve to be in business.   

  Sincerely,
  

  *****************************

  

  Business Response

  Date: 08/05/2023

  Dear BBB,
  
  After verification,
  
  The customer has cancelled both ************* plans. They currently do not have any active ************ Plus plan.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20251719
  
  I am rejecting this response because during the 3 weeks I was trying to work with ******* in filing a claim with one of my ******* devices that had been covered since September of 2022 with ******* Care+ and was still even covered under the factory warranty. During this entire time I had talked with over 15 people at ******* in which I received many apologies and a ton of run around from them but never once was the process finalized for me to file a claim hence resolving me with the ability to utilize a service that I was paying for.  

  Instead of ******* fixing the claim issue, the idiots created another underlying issue by attempting to charge me an additional  or 3x the amount of my ******* Care+ devices so at that point ******* was clearly not competent enough to fix the claim issue but now they were trying to extort more money from me that was not approved by me. I mean seriously why would I pay an additional or 3x the amount for ******* Care+ when I only had 2 devices that were already covered? 

  Needless to say I reported the billing issue to ******* Care+ and no surprise but was given the same run around and was told that they would call me back and never did. My only recourse of action was to contact my bank and report fraud and my bank had since agreed in my favor and returned the monies back to me. 

  In the past I have supported ******* for their excellent phones and devices but I will no longer support them as their support is totally incompetent and while they may have received monies from me in the past then I am done with ******* and their fraud, so shame on *******!!!! 

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

  

  Business Response

  Date: 08/22/2023

  Dear BBB,
  
  As previously verified and communicated,
  
  The customer has canceled both ************* plans for their devices. However, we are in the process of confirming this with the ******* team and will subsequently provide the customer with an update.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  Hopefully BBB can clearly see with the responses from ******* and their dishonest claims that they have tried to communicate to me when they HAVE NOT. Samung Care+ is liars and thieves that do not honor my subscriptions and my wife phone is still broken because they dragged us along claiming that they will assist us! So why would I foolishly pay more money to a deceitful and fraudulent company that does not stand beside their promises????  ******* look at all of the other people on BBB that have had similar poor experiences and how you claim to be a honest and reputable company but instead they are dishonest and commit fraud!

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

  

  Business Response

  Date: 09/12/2023

  Dear BBB,
  
  We have reported the issue to the appropriate team to investigate and inform the customer of any updates. In the meantime, we have already provided the details confirming the cancellation of both ************* plans.
  
  An image of the portal displaying the cancellation of the ************* plans has been included for reference.
  
  Regards
  Team Servify

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  To this very day we still cannot believe how we were treated in the past and now by ******* even when the phones to this very day are still covered by the manufacture warranty and we still have a broken ******* phone. On July 18th we cancelled the ******* Care+ because the ******* billing had suddenly starting billing excessively by double charging the cost for each phone as shown per attached and all of its history. 

  Prior to the cancellation we had been paying for ******* Care+ faithfully every month (as shown) since we bought the phones directly from ******* last October of 2022 but why should we pay for this service when (1) ******* still had not resolved a broken phone and (2) ******* was double charging for this service, we would have to the dumbest person to keep paying for the service and give money away to ******* while we receive nothing in return.

  ******* should be apologizing to us for the horrible experience they put us through and resolve the issue but instead all they do is reference the cancelled care+ NOT the manufactor warranty and NOT their lackluster support. As it is right now ******* just leaves a horrible experience in our past and if things change there may be hope. 

  Sincerely,
  

  *****************************

  

  Business Response

  Date: 10/23/2023

  To whom it may concern: 
  We appreciate the opportunity to respond to the concerns presented. The customer contacted **********************, the administrators of their ************* Plan to initiate a claim. 
  On September 27, 2023 when the claim was initially presented to Servify by the customer, the damages described aligned with issues consistent with an in-warranty concern. Due to the nature of these described damages, Servifys claims team transferred the customer directly to ***************************** for further handling and assistance.
  While Servify is the administrator of the service contract and claim administrator for the ************* plans, ******* remains the entity responsible for any and all in-warranty concerns and the services associated with their devices. 
  Servify cannot account for the details surrounding internal ******* procedures and policies or even customer service, we do recognize that there is a gap in knowledge and information exchange between the two companies. This complaint lends evidence to that and in depth examination on the communication breakdown has begun. 
  Due to the gap in information exchange that existed at the time of the claim being raised and complaint initially being filed, all issues related to the customers ************************** and Warranty experience would rest with the in-warranty company, *******. 
  All other pertinent details that Servify can account for related to this customer and their complaints have been shared in Servifys original responses. 
  

• Initial Complaint

  Date:06/27/2023

  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 carry phone insurance through ************ Plus / Serify. On Monday 6-26-23 I accidentally dropped my phone. I consulted the web site for ******* Serify to file a claim. When I imputed my information the Web site reported they didn't have a repair center within 75 miles of my house. I assumed they would send me a new phone and I would return my phone with a cracked screen. When I went through the steps to send my phone in I realized I would have to send in my phone and wait for them to repair it and send it back. I use my phone for work so this wouldn't work for me. I canceled my service request and checked again for a service center. When I imputed a city 40 miles from me instead of my zip code a service center was available so I set up the appointment online. I went to the service center and found out the appointment was not in there system even though I had a confirmation email. I called Servify and they told me it was a system glitch and I should set up the appointment again. I sent it up for the folling day and once again my appointment that I had a confirmation email for was not in there system. I need my phone for work so I had to pay out of pocket for the repair ($380). With insurance it would have been $29. They have not reimbursed me or refunded my $29 deposit. I have tried to call them with no success and also send emails and I get an automated "we care about our customers" return email. For a service company this has to be the worst service I have ever received. Servify should reimburse me for the repair that I had to pay for.

  

  Business Response

  Date: 06/28/2023

  Hello BBB,
  
  Based on the most recent update,
  
  We are making an exception and approving customer's reimbursement request for the repair charges paid. 
  
  However, the deductible will be deducted from the refund amount in accordance with the ************* process.
  
  To issue a digital check for the reimbursement, we have requested the additional details from the customer and we are awaiting an response from the customer.
  
  Regards
  Team **********************

• Initial Complaint

  Date:06/26/2023

  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.

  The hinge of my ******* Galaxy Z Flip4 is stuck and won't allow the phone to open all the way, the screen is blacked out where the crease is inside and the top functions don't work. I need my phone to make Uber deliveries, and haven't been able to work since the phone got stuck on Saturday. When I tried to file a claim it said in addition to the $99 deductible they had to charge me a $990 security deposit, after I returned the phone back then the security deposit will be refunded. Mortgage is due in 4 days, I dont have $1,089 total for them to hold, & without the phone I can't work. What was the point of getting the insurance if I have to a ridiculous high security deposit that I can't afford? its a total scam!

  

  Business Response

  Date: 06/27/2023

  Hello BBB,
  
  As we checked,
  
  Customer has raised a new advance exchange request and the device has been dispatched from our end soon it shall be delivered to the customer on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20235785
  
  I am rejecting this response because:
  Since I can't work without the phone, I had to take the money from my mortgage payment due in 4 days (on the 1st of July) to get the phone replaced. 

  I'm extremely displeased with the scamming on ************ plus's part for their modified deposit requirement. 

  Now I'm going to have to pay my mortgage late because,

  1st) I have to wait to receive the new phone to transfer my accounts from the old phone to the new one.

  2nd) afterwards I have to wait a few days for ******* to confirm they received the defective phone.

  3rd) per their customer service email, it takes 5 to 10 days for ******* to refund the security deposit, then 2-3 business days more for my bank to release the funds back to my account. 

  To remedy their wrong they'd have to refund my deposit today so the funds could hopefully be in my bank account by the 1st or at least a fewer more days after the 1st so  I won't be too late in paying my monthly mortgage. 

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

  Customer Answer

  Date: 06/30/2023

  Hi, 
  
  I mailed out the defective phone on Wed (6/28/23).
  
  There is nothing to inspect since the phone is damaged and all it requires is a return. 
  Please release my ($990) security deposit immediately today. 
  
  Attached is picture proof that the phone has already been delivered back to you. 
  
  **** Tracking ID: ********************** 
  
  Link to **** tracking history:
  
  ****************************************************************************************************************************************
  
  
  Thank you, 
  **********************;
  
  On Wed, Jun 28, 2023, 7:00 PM *********************** <*****************************************> wrote:
  Dear ********,
  
  Thank you for inquiring about your ************* plan. Im here to help!
  
  Sorry for the delay in response.
  
  As per you reported concern we can see that the claim has already raised and also you have received the replacement device as well.
  
  Please be informed that, as per the tracking, we will receive the device on July 1, 2023. It will take 1-2 business days to verify the device and update your claim. Once verified, the security deposit will be released, and your ************* plan will transfer to your replacement device.
  
  If you have any questions or issues regarding your ************* plan, you can email us at ***************************************** or call us 24/7 toll-free at **************.
  
  Thanks, 
  ***********************
  Team *************. 
  1357092:557833 
  

  
  

  

  Business Response

  Date: 07/11/2023

  Hello BBB,
  
  The defective device was received at our repair center on July 3rd, and we have processed the release of the security deposit amounting to $990 on July 6th, 2023. The refund should reflect in the customer's bank account within 3 to 5 business days. The customer can verify this transaction with their respective bank for confirmation.
  
  Regards
  Team Servify.

• Initial Complaint

  Date:06/24/2023

  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.

  Servify has held on to my refund for cancelled phone replacement service for over a month. They have verified receiving back the phone they sent me and have confirmed the claim is being cancelled, they keep telling us the refund is being issued but nothing happens. There is very little and inconsistent communication from them. Their 1st (and only) line service people lie about leaving notes, disconnect calls after putting you on hold and 'set up' call backs from 'Supervisors' that never happen. I can't even call this a *service. We've called and spent hours on the phone over the last month+. No change in result. They owe us $99 refund and need to cancel the **active claim.

  

  Business Response

  Date: 06/27/2023

  Hello BBB,
  
  After our investigation, we did not find any advance exchange requests linked to the customer's registered mobile number ***********). We only observed two walk-in claims that were raised for the ***** 354178324109566.
  
  To provide the customer with further assistance, we have requested the customer through email with the reference ID of the advance exchange claim for which customer have requested a refund.
  
  Awaiting a response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20231777
  
  I am rejecting this response because the phone number in question is ************
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/11/2023

  Hello BBB,
  
  The credit card dispute raised by the customer has been acknowledged, and we have successfully processed the refund from our end. The transaction was handled by Stripe on June 16th and should already be visible in the customer's credit card summary.
  
  For further clarification, the customer is advised to reach out to their respective bank.
  
  Here are the details of the Stripe transaction:
  
  Payment ID: ***************************
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/31/2023

  Issue resolved, finally.  Thabks BBB !

• Initial Complaint

  Date:06/20/2023

  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 am writing to file a complaint against Servify regarding their poor customer service and the failed repair of my critical device. I am deeply dissatisfied with their handling of my case and feel it is crucial to bring this matter to your attention.On 6/19, I contacted Servify through their phone service and again on 6/20 and was connected with ******* R from ************* Despite providing all the necessary details, including the reference ID, product name, plan name **************** IMEI/Serial number, scheduled date, scheduled time, and service location at UBREAKIFIX/Asurion Tech Repair - Store #***, I received no satisfactory updates or assistance.Throughout the conversation, I expressed my frustration at the lack of progress and the inconvenience caused by the delay in repairing my device, which is vital for my business operations. Despite following their instructions to visit the repair center, I found no resolution or meaningful support. Moreover, being left on hold with ************* for an extended period only added to my disappointment.To make matters worse, the representative focused on selling me a new device, trade-in options, and mentioned additional charges. Instead of addressing my repair issue, the conversation took an inappropriate turn towards sales pitches and revenue generation. This unprofessional behavior further eroded my trust in Servify's commitment to providing quality service to their customers.Given customer service, failed repair, and unprofessional conduct, I firmly believe they have not fulfilled their obligations to provide timely and effective support. I kindly request your intervention to investigate this complaint and ensure that Servify takes immediate action to address the issues raised. Additionally, I seek your guidance on any further steps I can take to resolve this matter.Thank you for your attention to this complaint. I trust in your ability to address the concerns raised and assist in avoiding others frustration

  

  Business Response

  Date: 06/23/2023

  Hello BBB,
  Customer has raised a new walk-in claim request which has been scheduled for 24th June 2023 and we shall inform the particular repair center to process the request on priority.
  Regards
  Team Servify

• Initial Complaint

  Date:06/18/2023

  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.

  2MKYUI2ZKTJI Claim going unresolved.Ive been getting run around from support about a loss claim here in the **, filed on the 10th. It was initially denied because the phone did not have **** guard'. The ******* s23 ultra is a flagship phone, how can it not have the security it advertises? I even sent screenshots of my **** enrollment email, and had a **** secure folder set up. The case was reopened after I sent an email with this information, and requesting the information to whom I address a small claims court summons to. Now for the last 6 days I get the, oh it will be approved in 24 hours which was said every every 24hrs over the last 6 days. Tomorrow will be day 7. If this doesnt get resolved ******* will lose a long time customer over this scam of a partnership with Servify.

  

  Business Response

  Date: 06/21/2023

  Dear BBB,
  
  We are looking into the concern. We have already escalated this matter to the relevant team and will update the customer shortly.
  
  Regards
  Team **********************

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20202207
  
  I am rejecting this response because:
   SAme copy and paste responses. Again claiming that the phone is not secure enough to be covered under insurance policy. Have sent proof of security several times. Requested addresse to send court summons to and am being ignored.

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

  

  Business Response

  Date: 06/24/2023

  Dear BBB,
  We would like to inform you that a new loss claim has been raised by a customer. Our claims department has reviewed and approved the claim as an exception.
  We have already notified our inventory team to prioritize the dispatch of the replacement device to the customer. The customer has also been duly informed about these developments.
  Best regards,
  Servify Team

  Customer Answer

  Date: 06/28/2023

   
  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. Servify delivered goods as per the insurance policy. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/10/2023

  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 purchased a ************* with Theft and Loss on 01/29/2021 and the coverage ends on 01/27/2024 for a ******* Galaxy S21 phone. To file a claim you need to file the claim on-line at ********us.servify.tech/devices. I tried to file claim on Saturday, 06/03/2023 but the web site will not allow me. The website says Sorry, your request cant be raised. Your plan benefits arent active yet. I believe the reason I cant file online is due to how they have the account set up, and i made their tech team aware of that and sent a screen shot of what I see online. I also called and got a representative and they stated they would put in a ticket and I would hear back from them in ***** hours. On Tuesday the system still did not allow me to process my claim, I called and got the same answer, after multiple attempts to include email to their tech department with no resolve, I had no choice but to purchase another phone on Friday 06/09/2023 which I should receive on Tuesday-06/13/2023. Nobody at this company says I dont qualify for a replacement phone, but nobody cant seem to help me get it done.

  

  Business Response

  Date: 06/14/2023

  Hello BBB,
  Customer ******* care+ issue has been resolved. Now customer can raise a claim for his ******* device and the same has been informed to the customer accordingly.
  Regards
  Team **********************

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20170629
  
  I am rejecting this response because:  I am now able to get into the system to create a ticket, but it will only allow for a repair and water damage but not for a lost phone.  The person I responded to said they are working on it.  Also I am going to be out money for having to purchase another phone and it doesn't appear that Sevify has a way to address this, and or credit me for my overall loss.  They are going to require me to pay a fee for the loss and have not and I believe cannot address this as their internal systems will not allow it.  I need assistance from someone that can work outside their automated system to make me whole from the loss I am and will experience to get my replacement phone or just pay for me having to purchase a new phone because this process has left me without a phone for several weeks now had i not decided to purchase a new phone.  See attached for this purchase.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/21/2023

  Dear BBB,
  
  We are providing reimbursement for the replacement device customer purchased, in the form of a digital check. Please note that the reimbursement amount will be reduced by the mandatory deductibles. We have requested further details from the customer to proceed further.
  
  Regards
  Team Servify