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:06/07/2023

  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 phone purchased in 8/21 purchased through ******** which was replaced through the ******* care+ plan in 11/22. Now the replacement device speakers and inside screen do not work and when i try to file a claim through the ******* care site, it shows the the insurance plan is back on the old device, even though it was placed on the new device and for some reason it was then switched back to the old device which i no longer have as that was sent in to ******* when i got my replacement device (i have screen shots showing this). I was told i needed to email their "backend team" which i did back on may 19, 2023 (i have the whole email chain screen shots). I keep being told to repeatedly wait ***** hours which i do then I call back and get told the same thing, or that they will transfer me to directly to the back end team, but in actuality they transfer me to the main line and I have to restart the conversation again. I can provide call logs. since I am not getting helped via email i have been calling the servify number direct and they tell me they are "escalating" it to their back end team. This has also been going on for nearly 3 weeks. They have been rude and flippant and dismiss the nature of my call. I ask to speak with a supervisor and they put me on hold and come back and say the supervisor is busy with another caller. I need help in resolving the issue. I am not even trying to get anything out of it other than for them to hold up their end of the service plan that I PAY for!

  

  Business Response

  Date: 06/13/2023

  Hello BBB,
  
  We have already escalated the **** concern to the ******* team and ******* team is checking internally with Asurion to resolve the **** plan transfer issue customer is facing. We shall update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is what they have been telling me for last 2.5 weeks with no solution as of yet. I will not drop this case until I have received relief in the form of a equal or better replacement device. Even this morning they contacted me telling me they were still working on it, but then tried to charge $99 me for having them exchange my device.

  nothing on the ******* care+ plan says there is a $99 for any of there services. and I have already used the care plus plan in novemeber, when it was run through asurion, and they exchanged my device for FREE!

   

  I have included their email requesting that I pay, after such intolerable service and a copy of the ******* care website.

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

  

  Business Response

  Date: 06/14/2023

  Dear BBB,
  
  We would like to inform you that we are making an exception in this case and refunding the deductible amount of $99 that the customer has paid. Additionally, we have sent a replacement device, the * Fold 3, to the customer. This replacement device is of the same variant as the customer's defective device and aligns with the ************* claim process.
  
  Best regards,
  Servify Team

  Customer Answer

  Date: 06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really satisfactory to me but at this point I am fed up with the process and dropping the issue.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When going through the insurance replacement process, I was only ever informed of $99.00 fee. No where did they mention a security deposit. AND to be sure about this I went back through the screens where it states the closest thing is this: 'We'll send you a replacement device, after receiving it, youll need to return your defective device. The replacement cost of $615.83 will be charged IF the defective device is not returned. Admin fee: $99.00"I got charged the $99.00 and simulataenously $615.83 from my account immediately. When I called about this they said, "this is the security deposit you will get it back when the phone gets back to **." NO WHERE IN ANY PROCESS DID I READ OR AGREE TO SAID SECURITY DEPOSIT NOR WAS I PREPARED FOR THIS WITHDRAWL! THERE WAS 0 INFORMED CONSENT. THIS IS ILLEGAL! ITs not even in there Terms and Conditions. Lawsuit following for the protection of the general public from companies like this. ******************************************************************************************* this is their terms and conditions and screen shot attached shows the only information. Never was this money mentioned as a deposit and that they were taking it from my account. Most people do not have ****** in their account for coverage which IS WHY THEY HAVE INSURANCE!!!!! Thankfully I had savings I was able to move to my account. Most of ******* does not have that. THis post is for ******* and you can bet I wont stop here.

  

  Business Response

  Date: 05/24/2023

  Hello BBB,
  
  Customer gets the information on the web portal claim journey regarding the deductibles and card hold while raising a claim under the ******* care+ plan.
  
  Also, the card hold shall be released once the customer sends the defective device back to us.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20082906
  
  I am rejecting this response because: they do not get the information in the portal anywhere. I stepped through it again and again. There is zero information on this security deposit anywhere. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/25/2023

  Hello BBB,
  
  We have attached the screenshots in which the security deposit hold on the card information is visible during claim raise process.
  
  Regards
  Team Servify

• Initial Complaint

  Date:05/12/2023

  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.

  *************** <****************>Mon, 8 May, 15:40 (4 days ago)to socialmedia, samsungmxcare It has now been over a month since I first made the claim for a repair on April 6th (ref. HWOEV2NBBSIW) I took the device into the UbreakIFix store that I was refered to by ************ Plus trough Servify and was told that ******* had not yet authorized using the part for the repair until April 20th, I rescheduled the walk in repair and I went again on April 20th for the repair and they told me that I had to cancel and create a new service request (ref. AUPXEK4K9YOO). So I did but UbreakIfix did not receive the work order from Servify, I called and was told that there was a back end error that was not allowing UbreakIfix to receive the work order from Servify and that it would be fixed in 48 hours, I called back in 48 hours and was told that Servify would cancel the request and create a new one (ref. YVYBIYHYMZLC) and to wait another 48 hours. Finally I called again and was told that Servify could not do a walk-in repair and that they would once again cancel the request and create a new one for mail in repair (ref. VXYK0RQS762V). I shipped my device on Apr 28th and *** marked it as "arrived" on May 2nd (1Z8YE7343528815905). We're now on May 8th and the device is still not marked as received on Servify's website. I called in today and was first told that it was already being worked on and then told that there was a shortage of parts and there would be a delay but they could not give me an ETA, and to call back tomorrow all during the same call, I believe I've been patient enough. This is not the kind of service that I would expect from a brand like *******. I need a resolution to this problem.

  

  Business Response

  Date: 05/17/2023

  Hello BBB,
  
  We have offered two repair option to the customer to resolve the customer's concern.
  
  Awaiting response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 05/17/2023

   
  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:05/11/2023

  Type:Order 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 trying to cancel my ************ + membership with their vendor Servify but not seeing a resolution. I've been trying to get it done since Feb. 21st 2023. Their vendor is not taking any action and ******* is not taking responsibility for it.

  

  Business Response

  Date: 05/16/2023

  Hello BBB,
  
  We are coordinating with the customer accordingly regarding the refund requested and we are trying our best to resolve customer's concern at the earliest.
  
  Regards
  Team Servify.

• Initial Complaint

  Date:05/10/2023

  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.

  On May 3rd 2023. I took my ************* 4 to the authorized repair center UBreakIFix #** to be repaired. The outer cover screen had a minor crack, but was still 100% functioning, as can be verified by technician **** at the store. When I returned to pick up my device, they informed me that they tried replacing it with 2 different screens, however they couldn't get it to work, so they had to remove the replacement screen and replace it with my original cracked screen. They informed me that during the removal of my original cracked screen, they damaged it even more, so now it doesn't work at all. For the past seven days I have called Servify over twenty times in search of some sort of resolution for this issue. Each time I call I have to explain the situation over and over again for them to tell me that my claim shows as successfully completed and that my device was ready for pick up. After explaining myself a second time, they call **** at the authorized repair center and he verified what happened. The associate from Servify told me the only option I have was to pay $99 for a replacement even though I have still not received a refund for the $29 I paid for the crack screen repair. I feel like I should not have to pay the deductible because if I had never visited their authorized repair center, I would still have a working phone today. This is an insurance company that doesnt stand by their word. Somebody needs to take responsibility for this situation and send me a replacement device immediately. This has gone on for too long and I should not have to be disrespected and insulted by Servify every time I call. The only resolution I am seeking is my deductible for a replacement device waved. I have never dealt with such unhelpful people in my whole entire life. On top of that, I can't even submit a claim to get my device replaced because might because the status of my claim has not been closed out or even updated to reflect the incomplete status of my repair.

  

  Business Response

  Date: 05/12/2023

  Hello BBB,
  
  We have issued the digital check to the customer as an plan refund ( Prorated refund as per T&C of the plan )
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20044777
  
  I am rejecting this response because:

   

  I dont even understand what this means. The only resolution I am seeking is to replace my device and waive the deductible since YOUR authorized repair center broke my phone rendering it unusable. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/17/2023

  Hello BBB,
  
  We have offered the customer In-warranty advance exchange option to resolve the customer's concern
  
  Regards
  Team **********************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20044777
  
  I am rejecting this response because:
  

   

  Ive paid for the advance exchange twice now and as soon as I pay it, I get an email saying that you have canceled it.

   

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

  

  Business Response

  Date: 05/22/2023

  Hello BBB,
  
  Reference id- CYFKTOWIEW0M was canceled as the device amount of 2500$ card hold was failed on customer's card. Customer's card must have a limit or balance of 2500$ or more to process the request further. The card hold will be released once the defective device has been returned back to us.
  
  A new advance exchange request has been raised for the customer - ************, Customer has been informed to try with another card or increase the limit on the card to proceed with the request.
  
  Any amount deducted for the previous canceled request will be auto-refunded back to the customer's source account.
  
  Regards
  Team Servify.
  
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20044777
  
  I am rejecting this response because:
  

  The device replacement deductible is only $99. There is no mention of any $2,500 charge when I signed up for this insurance. This is a scam. You are false advertising your insurance. My device doesn't even cost $2,500 brand new. Do you really expect anyone to have that much money to be able to do this? That's why we insure our devices. Servify is lying to the consumer. Promising insurance coverage with a $99 deductible but when you try to pay it, they want to charge you $2,500. This is just wrong. If I had known this, I would have gotten insurance through Asurion, but when I saw the offer for ************ +, I thought it is such a great thing... but no one tells you about the $2,500. How are you able to lie to your customers after you get their monthly subscription???

   

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

  

  Business Response

  Date: 05/26/2023

  Hello BBB,
  
  A new claim has been raised for this customer with referece id- ************ and as an exception the security deposit card hold has been taken on our company's card.
  
  Soon replacement will be dispatched at customer's location on priority.
  
  Also, we inform the customer's regarding the security deposit card hold before customer confirms the claim request on the portal.
  
  Sample screenshots has been attached.
  
  Regards
  Team Servify

• Initial Complaint

  Date:05/09/2023

  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.

  Tessa * support is a subsidiary of Servify. We purchased a warrant for a phone and filed a claim with tessabsupport in February. They gave ** *************************************************************************************************************** 24 to 48 hours.Last week called again a ********************* said the same thing you will receive a check for ****** dollars by email in 24 to 48 hours.I call again today and again you will receive a check in 24 to 48 hours.3 months is plenty of time to receive a check that takes 24 to 48 hours especially when they said it would be a check by email.

  

  Business Response

  Date: 05/11/2023

  Hello BBB,
  
  We are sincerely sorry for the delay.
  
  We would like to inform that we have dispatched customer's reimbursement check and the same should reach the customer in 3-5 business days.
  
  Regards
  Team Servify.
  
  

  Customer Answer

  Date: 05/12/2023

   
  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. Assuming that they do follow thru on their promised response.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2023

  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.

  This is the worst customer experience ever. I purchased a new ******* Ultra S23 &Care Plus plan. 3 weeks ago, I cracked my screen. With the ******* Care Plus plan I pay $29 per screen repair. After I have contacted ******* care plus, & paid $29 for screen replacement, they sent me to the partner store "ubreakIfix" to fix. 8 hours after I dropped the phone at store, they called me and told me that camera was not working. But my phone camera was totally fine before. So they told me to come pick up the phone and came back the following week again bcoz they need to get a part for that issue. I came back to the store the following week to have my phone fix. They told me to pick it up after 2hours. After 6 hours, the store manager called me that they were not able to fix the camera, and i should have contacted ******* care plus to request a replacement phone. And I should not be charged extra fee besides the $29 I already paid. And they would send the details to ******* care plus too about the issue. AGAIN, after wasting so much time, my phone screen was still not fixed and camera was broken too after I dropped the phone at the repair store. The same night I called ******* care plus, 2 hours on the call, being transferred between different departments, finally I was talking to someone at servify, and he told me to use my email to send a request so he could process. The email included what happened, the ***************** about the phone issue, and request the refund for screen replacement & a replacement phone without extra charge per his instruction. I emailed it on 4/20/2023, and got the email repone said would get response within ***** hours. After 7 days, no response at all. I called again, on the phone another 2 hours, request to escalate the issue to the manager. At the end, they forced ** to pay $99 to get a replacement phone because there was the only way I could choose. This is really unethical and unprofessional.

  

  Business Response

  Date: 05/12/2023

  Hello BBB,
  
  As an exception, 
  
  We are providing a 70$ refund for ref id- ABSDMIPOMANW as the previous walk-in repair request of the customer was not successful and customer had paid 99$ for the advance exchange request while customer just wanted to opt for 29$ deductible walk- in repairs.
  
  We have requested the customer share few details in order to process a digital check to issue the 70$ refund.
  
  Regards
  Team Servify.

• Initial Complaint

  Date:05/08/2023

  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 ******* S22 Ultra Phone, which is insured under ******* Premium Care+. Last week the phone dropped and the screen was damaged. I went to the ******* store to have it fixed. This is where I was told that I have to file a claim online with Servify (******* Care+) in order to receive an appt to get it fixed.******* Care+ advertises 24/7 support and next day repairs/replacements!!!!Since the website didn't allow me to file a claim, I chatted with support. That is when I was told they did it for me and scheduled an appt in the store. When I went again to the store the next day I was not in the system. I spoke to Servify for 1hr on the phone and they told me that due to migration and data transfer I have to wait to file a claim until the 7th of May! No one was able to provide an interim solution for me. I just had to wait and wasted all the time I took off work to go to the store again!So on the 7th I call again and am being told that I have to wait til the 8th. Today, the 8th I am being told they have technical difficulties. I am since 6 days without a phone and no one takes accountability to help. I am paying a monthly service and am not receiving what I am paying for due to technical difficulties on their end. Yet, EVERYONE (******* Store & ******* care+/Servify) is able to see that I DO HAVE AN ACTIVE INSURANCE!I need them to schedule an appointment to get my phone fixed without me having to pay more than the $30 as I am paying insurance, as I should. Customers without insurance walk in the store and receive a repair they pay for immediately. Every time I call I am being told to wait and receive an email. But nothing. I need my phone fixed NOW!I am paying yet not receiving anything. Please schedule an appointment at the ******* Store, regardless of YOUR technical difficulties. Whenever your system is fixed, you can handle the backend. But provide me with the service you are advertising. I've waited for almost a week.Thank you

  

  Business Response

  Date: 05/10/2023

  Hello BBB,
  
  We can only imagine customer's disappointment and nothing can undo the experience customer recently had but we would like to inform that due to some technical issue option to raise a walk In repair under the ************* plan is not visible and our technical team is working on the same to resolve the issue on priority and we shall update the customer accordingly.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 05/17/2023

  Issue has been resolved after over 1 week.

   

  Thanks so much!!

• Initial Complaint

  Date:05/04/2023

  Type:Billing 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 allowed an account to be opened in my name fraudulently, without my knowledge. I have requested it to be closed but they are asking to call me or for me to click links.

  

  Business Response

  Date: 05/09/2023

  Hello BBB,
  
  As checked, 
  
  Customer's ************* plan policy Id- **************** was canceled & the monthly fee was terminated on 28th February 2023 and it's not active in our systems now. 
  
  We have requested the customer to kindly confirm if customer have any further issues or concerns regarding the same.
  
  Regards
  Team Servify

• Initial Complaint

  Date:05/03/2023

  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 purchased care plus insurance for my new ******* galaxy s23 Ultra which is through servify. My certificate shows it active as of 3/7/2023 until 4/7/2024. I cracked my screen and have been calling for over a week because their portal does not allow me to file a claim online. Have spoken to 4 or 5 servify reps. All promise I will receive a call or email in ***** hours which has not happened in over a week. I spoke to rep ******** today. On the phone for over an hour. He promised a status update call in 2 hours or less that he would make personally... which never happened. Its now been almost 4 hours since I hung up with him. I am now on hold again. I have been on this call for 40 minutes. The current rep gave me yet another ticket number and told me yet again to wait ***** hours. I told her I would not hang up until I spoke with a Supervisor so I am on indefinite hold. All I want is for them to process my claim so I can get my screen fixed for $29 per the policy instead of paying $280 out of pocket.

  

  Business Response

  Date: 05/09/2023

  Hello BBB,
  
  We have already escalated this matter to our internal team to resolve the issue so the claim can be raised and we shall update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20014917
  
  I am rejecting this response because:

  I have called no less than a dozen times. Every time, including today with a Samung Brand Representative on the line listening to the call, Servify once again did not deliver what was promised. Today I was promised a call from a "Manager" within 1 hour. This was promised at approx 11:30-11:45 AM eastern time. It is now well over 12 hours since that promise was made yet I have not heard from anyone.

  Again today i was told to wait YET ANOTHER ***** hours which is what I have been told for over 2 weeks now. My phone screen is black. Servify stated again today with the ******* Rep on the line, that the problem was a tech problem on the backend on my account only which is showing an error. The "back end team" has been working on it since May 3rd which is when it was finally escalated after I had called and emailed for a week prior.

  My insurance plan has been verified active for the phone I am looking to repair and I am eligible to file a claim for this repair. There is no reason why a manager cannot write up a manual claim on paper or email with an approval I can take to the repair store to have my phone fixed. They admitted this issue was my account only. No reason why a back-end tech team would take over a week to fix one small error in my account. Completely unacceptable!

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

  

  Business Response

  Date: 05/10/2023

  Hello BBB,
  
  We can only imagine the customer disappointment and nothing can undo the experience customer recently had but we would like to inform that due to some technical issue option to raise a claim is not visible and our technical team is working on the same to resolve the issue on priority and we shall update the customer accordingly.
  
  We are following up and we will update the customer accordingly with any further progress.
  
  Regards
  Team Servify.