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:04/05/2023

  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.

  I purchased ************** and 4 months into the plan, I cracked my screen and the charging ports stopped working properly. I submitted a claim and paid $100 for a replacement phone. Since I got the replacement phone, it has not worked properly. The phone drops calls and when using the speaker phone, my callers hear static and I sound muffled. I contacted SERVIFY twice to resolve this problem, but they keep giving me the run around. They keep telling me they will call me back but never do. I need them to send me a replacement phone.

  

  Business Response

  Date: 04/06/2023

  Dear BBB,
  
  We will have an $0 IW Advance Exchange claim created for this customer and will get another replacement sent out. We will follow up with the customer accordingly
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/03/2023

  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.

  My ******* galaxy z fold 4 had a issue with the wifi 5ghz and wifi 6 from day 1. I thought it would be a software issue but after a couple hard resets and updates, the issue didn't go away, so with 4 months old I contacted with ******* by chat and the representative told me, because I was paying for ******* care plus, "go with them".I contacted by phone with ******* care plus representative and he sent me a 2 days air *** prepaid label and because It was a manufacturer issue warranty, I wouldn't pay for anything.I sent the phone on March, 11, 2023 and *** tracking number says they received it in ***** 3 days later on March, 14, 2023.After so many days, I'm seeing my claim doesn't update and I decided to contact ******* care plus servify.They lied to me saying in 24h there would be an update, and they don't answer back my emails.After 2 weeks, my claim suddenly canceled but with my phone in their hands.Called so many times and each time a diferent representative says me a diferent thing. "It's a glitch", "you have to pay $35 if you want your phone back" or the last one, "we have to create a new claim and we'll send you another phone free but if you don't sent back your old phone will charge you above $1000". How the h*** I'm going to send my phone if YOU HAVE IT!When I said that, the representative asked me about the *** tracking number and he sent an email to the backup team or something like that. But the last thing he told me was again.....in 24h or 48h they will contact me.At this point I'm feeling ******* care plus servify stole my phone and ******* is part of this problem because they were the first ones to advise me to contact to this people.After almost a month, I don't have my phone, and they canceled the claim!!!

  

  Business Response

  Date: 04/06/2023

  Dear BBB,
  
  As per the latest update,
  
  The ********************************* is repairing the device, *************** as an in-warranty service request.
  
  Customer will receive notifications directly from ******* and once the service is completed, the *** will ship the device back to the customer.
  
  Customer has been informed to kindly contact ******* if he needs an update on the repair also he would have received email notifications from *******.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/06/2023

   
  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:04/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying $12.99 per month for "premium" care + to insure my ******* phone since 2020. In January 18, 2023 ******* changed providers from "Asurion" to "Servify." I never opted for insurance under this provider. When my phone broke March 17, 2023 I called to file a claim. Servify claimed that the **** number on my phone did not match their records because I had a phone replaced under ******* in the past and would need to contact ******* to get the correct **** number. I contacted ******* and ******* to get the requested information. Spent hours on the phone with both. I jumped through the hoops and retrieved the information that they requested. When I contacted Servify with the information the rep claimed that I had missed a payment, which was completely untrue. I asked to speak with someone who could complete the claim, and the representative put me on hold for *********************************** I emailed the same information to Servify's "backend Team". Each time I called I requested a reference number for the call, each time they refused to provide one but said the notes would be in the comments. When called the rep claimed not to have any notes and I had to start from the beginning. Calls to Servify customer service:4/02/********* PM 3/**/2023 9:19:33PM 3/28/2023 9:05:09 PM 3/28/2023 7:16:40PM 3/20/2023 4:30:27 PM 3/20/2023 3:14:35PM 3/17/2023 9:31:35AM 4/2/23 In my last call I spoke to a customer service repetitive who stated that "I can not even tell you how many thousands of people have been affected by this same issue we are working on it but I can not do any thing for you because our backend team does not work on the weekend".

  

  Business Response

  Date: 04/03/2023

  Hi BBB,
  
  We wish to inform you that customer new IMEI *************** is updated.
  
  Customer can submit a claim through our web portal in order to get the device fixed: *********************************************************;
  
  Here are a few easy steps to help the customer file the claim.
  1. You will be able to access the web portal by entering your mobile number and the verification code.
  2. You can file a claim by clicking the File Claim option available on the home screen
  3. Verify the details of the damaged device, select the appropriate problem type from the provided options, and click "Continue"
  4. Complete the claim form by entering the required information.
  5. Choose your preferred service mode and the date and time of the ************. The service fees must be paid once you have reviewed all the details
  7. A claim request will be raised now
  8. Additionally, you can track the request update from the home page of the web portal
  
  For more information on the process of filing a claim for your damaged device, please refer to the ******* video below:
  ****************************
  
  
  Regards
  Team Servify
  

• Initial Complaint

  Date:04/02/2023

  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 spoke to ******* and servify about my claim with my ******* zflip4. I was told by ******* to send it to service center. They then cancelled my repair after having repaired it once and that repair failed and told me to file a claim with servify. I did so on 3/10/23 and told them that ******* had my defective device and ********************** said that I would not be charged the $1059, Only $99. So I paid $99 and recieved my replacement. I do not have $1059 to pay for the replacement when I should have been able to send my phone to them but I cant/couldn't since I never got it back from *******..... And yet I was charged $1059 anyways. I have begged servify to refund me and contact ******* since ******* told me on 3/28 that they would send my defective device directly to **********************. Even though I was told on 3/14 by ******** at ******* that It would be sent back to me??? * It was repaired at beginning of feb.* repair failed * ******* said to send it back * i sent it, was told make a claim with servify * i made claim *recieved my new phone *was called by ********, she had my defective phone & would send it to me on 3/14 * i have not recieved it and no one has answers *servify threatening to charge for not sending, even though i was told not to worry, that I would not be charged & repeatedly told them that I do not have the defective phone & that ******* does. *i called & emailed & told them the ongoing problem *they extended it 1 week and they said oh well, if i dont find answers ******** finally said the repair center would send it to insurance for me directly & that i would not be charged by servify... that was 3/28/23 * its now 4/1/23 & servify charged me anyways & told me to contact *******, i have over 20 ****************************** at least 6 times. I sent emails, calls & have been sent in circles by servify & *******.* I CAN'T SEND A PHONE THAT I DO NOT HAVE. SERVIFY IS SAMSUNGS INSURANCE & SHOULD BE ABLE TO FIND IT. ALL THIS BECAUSE SAMSUNGS ORIGINAL PHONE REPAIR FAILED IN 3 WEEKS.

  

  Business Response

  Date: 04/03/2023

  Hi BBB,
  
  As per the latest update, 
  
  Customer's defective device is coming back to our repair center through waybill number- 1ZE306430176252672 UPS.
  
  We are also initiating a refund of the security deposit charged back to the customer's source account.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/29/2023

  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.

  I purchased a **** camera and lens along with a 3 year protection plan for each product. The cost for the cameras protection plan was $209.99 on Feb 23, 2022. The cost for the lens protection plan was $199.99 on Feb 25, 2023. Servpro is the administrator for the protection plan. I attempted to use the annual sensor cleaning service included in the plan on March 3, 2023. During the phone conversation, I was told they would send me an email explaining how the process would commence. I never received the email, so after one week I called them and asked again to have the camera sensor cleaned. I received an email requesting the camera S/N and proof of purchase. I responded with the requested information despite having already provided all the information when I purchased the camera. After several more phone calls, they responded via email on March 18, 2023 that the camera wasnt purchased from an authorized **** dealer, so the plan was not going to be honored. I then requested my money back on both service plans for the camera and lens. They again replied that they would be sending me an email, which they never did. I sent them an email on March 18, 2023, requesting a full refund for both protection plans. *********************** responded on March 21, 2023, that he was working on my request for a refund and would update me within ***** hours. As of March 29, 2023, I have not received any refund. They wont respond to any email and the phone isnt answered.

  

  Business Response

  Date: 03/30/2023

  Hi BBB,
  
  As per the communication to customer with our representative, we are proceeding further with refunding both the **** Protect Plus plan active on customer's **** ********/B & **** G ****** FE *******mm lens.
  
  We shall update the customer once the refund is processed within 1-2 business days.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/30/2023

   
  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.

  However, I expect to have to re-open this case after they fail to follow through with a full refund.  I talked to them on the phone after they received the BBB complaint and they are trying to offer a pro-rated refund when the contract clearly states that a full refund is due if cancelled within 30 days.  I also want a full refund on the contract purchased in 2022 because they said the contract they sold me wasn't going to be honored on their end claiming the camera was purchased at a non-**** dealer; therefore, the entire amount should be refunded instead of a pro-rated amount.
  

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

• Initial Complaint

  Date:03/26/2023

  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.

  *************************************************************************************************************************'s the link if you want to read my journey, but i will keep this short. Servify is a scam, they stole my device and many others. When you buy the insurance it state you can get it replace next day or a ship a replacement next day. That is untrue. I had issues for a month now on getting updates? status report on my repair? or any information at all but I gotten nothing beside they cancel my request and didn't give me a new one? didn't give me an answer of when they will be giving me a replacement. I email all the emails i could, sent information up to every avenue that is possible and no resolution can be made. ******* should be ashame.

  

  Business Response

  Date: 03/29/2023

  Hi BBB,
  
  Customer device has been repaired and has been dispatched through waybill number- 1Z8YE7343528267427 **** Soon the device shall be delivered to you at your location on priority.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/25/2023

  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 filed a claim on March 15th online. I then called on the morning March 20th as there had been no movement of my claim spent 30 minutes on hold and then reached an agent. The agent advised that verification documents were needed. I advised the documents were provided on the 16th as requested. More holding and then was advised that it was received and that the claim would proceed within 24 hrs. No movement occurred and I called back on the evening of the 21st (30 hrs after) the next representative said that payment of $99 was needed. I advised it was made on the 15th and applied on the 16th. The agent advised that I would need to provide proof. I emailed proof right after disconnecting. The claim continued to go nowhere and I called again on the 24th. The agent on the 24th did try and assist with pushing the claim through but said due to technical issues he was unable to do so. He advised that the technical issue was raised and they would work on a remedy as soon as possible. I then received email notice the claim was canceled and then notification with a new claim number and a request for an additional payment of $99. I also received an email that stated to pay the $99 and the other payment would be refunded. I emailed back advising I'd prefer the original payment transferred due to the ongoing issues making me uncomfortable with giving them another payment. I received a response saying the "new" claim wouldn't process without payment and that they couldn't locate the prior payment (again). I need a working phone so I went ahead and paid the "new" invoice and sent proof of the original payment...again. I am now out $198 when the deductible is only $99 and do not have a properly working g phone. I need the replacement phone to be sent asap and a refund of the original payment.

  

  Business Response

  Date: 03/27/2023

  Hi BBB,
  
  Replacement has been dispatched through waybill number - 396203948752 ***** and soon it shall be delivered to the customer.
  
  Refund will be initiated from our end of the service cancelled request if the same has been received at our end.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/23/2023

  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 February 16th I received an email from Servify stating that they were activating my ************ Plus plan with a contract id. Previously my ************ Plus was managed by Asurion. On March 17th, 2023 I called Servify at ************** to file a claim to have my phone's screen repaired. As of today March 22nd I've called numerous times and filed over 3 distinct claims to fix this issue and it still has not been resolved. Each time I call my wait time to talk to an agent is an average of 30 minutes. Every time I've called they say they will send an invoice and send an email to confirm the service. I provided my wife's cell phone number to get the invoice link which I pay, but I never receive the email confirmation. Furthermore after they've supposedly scheduled my appointment to stop by the service center I get turned away because they haven't received ticket for my claim. Each time I've called back to try to fix this and they cancel my claim and creating a new one with a new invoice. They also advertise their website as having the ability to self-serve filing claims. I logged into my plan on their website and found they don't have any devices listed for me the initial email they sent on Feb 16 clearly states one of my devices. The website will not allow to create a claim without a device so I have not been able to help my self either. Finally got tired of trying to get my screen repaired for $29 USD and asked for a replacement device for $99 hoping this will work. Even after paying the $99 invoice I have not received any confirmation of my claim or that a device is on the way, so I am still in the dark if this will work. The lack of sense of urgency, inadequate training for troubleshooting what seems to be a prevalent issue is unacceptable. I really hope I get some notification that the replacement device will be sent to me.

  

  Business Response

  Date: 03/23/2023

  Hi BBB,
  
  Current request - TCEG3QWBGF9O- replacement approved. 
  
  We have already informed the concerned team to process the request on priority.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19638976
  
  I am rejecting this response because:

  I have not received any tracking link for the replacement device.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/24/2023

  Hi BBB,
  
  Customer has already been responded with the below information
  
  Email communication- Your replacement device has been dispatched through waybill number- ************ (FedEx). 
  
  Soon your device shall be delivered to you at your location on priority.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/20/2023

  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 have a ************ Plus contract/subscription on my phone being managed through Servify. ******* and Servify had the incorrect IMEI in my file due to an oversight on their part. I have been working since February 17th to resolve this matter. I cannot file a claim on my phone until this matter is resolved so I have been stuck with a broken phone for over a month. ******* has corrected everything on their end and is stating that now the only thing I am waiting on is Servify to resolve it on their end. I have called and emailed several times. The last call I was told the matter would be resolved within days. It's been a week and I still cannot file a claim online as the ticket is still being processed. My last email from Servify was over two weeks ago saying they were working on it. Nothing is getting fixed and I am now waiting a very unprofessional amount of time. I need to fix my phone and file a claim!!

  

  Business Response

  Date: 03/24/2023

  Hi BBB,
  
  As the **** was not updated by Asurion while transferring the plan to our servers hence ************* is working on it to resolve the issue and update the **** number accordingly so that customer can raise a request under ******* care+ plan.
  
  We shall update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19627590
  
  I am rejecting this response because:

  I have been waiting 6 weeks for this correction. I keep getting emails that this will be resolved soon but nothing is actually happening. Why does it *********** weeks to update a number. It is unfair that I am using a broken phone when I did everything correctly on my end.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/28/2023

  Hi BBB,
  
  As per the latest update from the team, 
  
  The issue has been resolved. Customer has been requested to retry to raise a service request under ******* care+ plan.
  
  
  Regards,
  Team Servify
  
  

• Initial Complaint

  Date:03/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted several times to make repair claims for my ******* Galaxy S23 Ultra under my ******* Care+ coverage that is provided by Servify (effective 1/31/23). I filed my original claim VVZZ7ZK0MCMW on 3/05/23 and paid the $29 cracked screen repair deductible. This claim was accepted on 3/07/23. I shipped them my phone. On 3/15/23, I received a phone call from ******* stating that my phone would not repaired because it was a demo devices. This is entirely false. I reached out to them several times on that day to inform that that my device was in Maintenance Mode. This mode was created by ******* and allows a device to be repaired without exposing a customer's personal data. My claim was closed anyway and on 3/17/23, I received my unrepaired device and have yet to receive the deductible back. On 3/17/23, I submitted another claim Z5JMVSZKE2QP and due to a technical issue with the site, I was charged the $29 deductible twice (both charges are still pending currently). On 3/18/23, the claim was denied again and the only reason given was "Device is not registered on **** Guard portal". I'm not filing another claim as I will not be paying Servify any more money. I request that Servify reopen my claim and refund me all three $29 deductibles that I have paid. I also request that they remove from the website their claims of "Hassle-free service" and "Customer Satisfaction: 4.5" (stars out of 5 stars) or provide proof that this is the actual average rating that they have received. Servify currently has a 2.33 out of 5 star average from 3 customer reviews on the ******************** website as well as a 3.3 out of 5 star average on Trustpilot's website. Unless Servify can produce evidence of their rating being this high or "Hassle-free", these claims are unsubstantiated and trick consumer's into obtaining the company's services.

  

  Business Response

  Date: 03/20/2023

  Hi BBB,
  
  We have initiated a refund of all the deductibles which has been charged while raising a claim under the ******* care+ plan.
  
  Also as checked, 
  
  the last claim that was raised by customer was rejected due to a technical error. 
  
  We have informed the customer to kindly raise a fresh claim request and we shall process the request on top priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19619500
  
  I am rejecting this response because I haven't been refunded and there's no indication that my new claim is being handled any differently than my other claims. Also, Servify has yet to comment on removing the claims of Hassle-free service and 4.5 star customer satisfaction from their website. 
  
  Sincerely,

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

  

  Business Response

  Date: 03/23/2023

  Hi BBB,
  
  As we requested ******* device invoice from the customer on which customer shared the same and we are trying our best to resolve customer's concern at the earliest.
  
  We will connect with the customer with an update soon
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19619500
  
  I am rejecting this response because they have time to respond to complaints but not me directly. Almost every response from their side has been a long the lines of "We are looking into the concern. We have escalated this matter to the relevant team and will update you shortly." Yet there have been no actual escalations, no actual updates, and no promised refunds. 

   

  In my most recent phone call 24 hours ago, I was promised a resolution within 24 hours, which has not happened. I sincerely encourage others to go elsewhere for their phone insurance as the price for ************* may seem great on paper, but the real cost paid is much higher down the road. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/25/2023

  Hi BBB,
  
  The consumer withdrew the claim request before we could initiate the device replacement and we are in process of refunding all deductibles to the consumer that were paid and received at our end.
  
  The consumer still has the option to request a new claim and we'll replace the device as per ******* care+ claim process.
  
  Regards
  Team Servify.