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:01/14/2025

  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.

  In 2019 I purchased a S9 Plus and added ************ Plus which I continued to pay for until it was canceled by ******* on Dec. 17th, 2024. Prior to that on Dec. 13th, 2024 I called ************ Plus to file a claim to replace my accidentally dropped device. Although my account was active and in good standings I was told that I would be denied the option to place a claim to replace my current Note 9 that was damaged on Dec. 13th, 2024. In 2021 I had received a replacement device from Assurant which was the Note 9. Since, I have been given every excuse in the book as to why I cannot place a claim. First, I was told when ************ Plus changed from using Assurant to Servify that there was a system error and my data was not migrated over causing the issue. Second, I was informed that I canceled the account. Third, per Assurant my information was not in the system. Although, I have receipts for payment and return of the S9 Plus for the Note 9 that Assurant provided. Having placed multiple calls to ************ Plus and requesting to be escalated I was told I would receive a call back, hung up on, abrubtly put on hold or transferred to another person in the company that said "it wasn't a good day for me to speak with someone" or transferred to Care Plus as I was "their problem". I am extremely frustrated and disappointed by a company I used to love and support so much. All I want is to receive a replacement device as promised by the service I had been paying for. I feel anything less is fraudulent! I am placing this complaint under *******, Assurant and Servify in the hopes that together we can find a solution. If needed I can provide a copy of my ******* Financing Account showing the payments for ************ Plus or any other records that I have. Thank you, ****** ******

  

  Business Response

  Date: 01/15/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** ******.

  We have spoken with the customer and informed her that she purchased the plan in 2019 from *******, so she needs to contact Asurion. We have already sent an email to the customer with the relevant details, and we have also forwarded her details to the relevant team to assist her over the call.

  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22808759
  
  I am rejecting this response because:

  This issue is still ongoing and has not been resolved. I keep being told to contact a different company and each time I am told they cannot assist me. I have continued to have to argue and fight for what is right and just. Even providing documentation of the account that was active and in good standing with ************ Plus at the time of the incident. Only to be told that now the records have disappeared, mysteriously....
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/25/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** ******.
  
  We have received an update from the relevant team confirming that they have already contacted the customer and informed them that they will be assisted with the replacement device. Additionally, the customer is satisfied with the resolution.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 01/25/2025

   
  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.
  

  I will be happy to receive the new device. 

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

• Initial Complaint

  Date:01/04/2025

  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 extended warranty and insurance for my phone. My screen delaminated became defective (common for my Flip 3 phone, where the folding part of the screen become defective and have lines and delaminated).This defect happened at least 2 weeks ago while the plan was active. I had no success filing this online so I finally called in this morning 1/4/25. The customer service at ********************** told me that my plan expired a few hours ago and could NOT process my claim. Even though this incident happened at least 2 weeks ago while the plan was still in effect. The screen defect has become much bigger and this definitely doesn't happen overnight. And just like a car insurance coverage, an accident would be covered if the insurance was still in effect during the time the car had coverage. NOT when the accident was reported to the insurance company. Servify still denied this argument.

  

  Business Response

  Date: 01/08/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by **** *****.
  
  We have spoken with the customer, and the replacement device has been dispatched. It will be delivered to the customer.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 01/09/2025

   
  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:01/02/2025

  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 filed a claim for a damaged phone covered under ************** It was approved for replacement. The replacement was supposed to be received by Tuesday 12/31/24. It was not. During ************** to Servify I expressed the need for the phone replacement due to an ill family member who I cannot leave alone without means of contact. I purchased a phone Monday night. I am requesting compensation to offset that cost. The phone that was damaged, had been a phone that was supplied by Samsung/Servify some months earlier due to a loss. I was informed when it sustained the water damage that it was refurbished improperly and that is why it suffered irreparable damage.,They have not responded to multiple phone calls and emails requesting a resolution

  

  Business Response

  Date: 01/06/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ******** ******.

  We have spoken with the customer, and reimbursement has been provided for the device they purchased.

  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

  Customer Answer

  Date: 01/09/2025

  *******,  I will advise when I have received the check and for you to close the case  I am appreciative of the help and positive response that I had following my report to BBB.

  Customer Answer

  Date: 01/09/2025

  
  
  I am happy to say that ******* has fulfilled their promise and issued me a check.
  I am happy with the resolution to this case.
  
  Is there anything more I need to do ?
  
  
  Please advise
  
  ****** ********
  

  
  

• Initial Complaint

  Date:12/30/2024

  Type:Billing 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.

  Initially my new purchase of ************* w/Theft and Loss associated with my ******* Galaxy S23 Ultra 5G in ******* was activated.Contract ID: **************** via Payment ************** FINANCING ending in 6546 & the Original Order Number: US501257031. Cost billed monthly was included with financing at ***** each month. Then in May 2024 there was an increase to $15. 00 monthly in Renewal Order Number: SA069933288 Original Order Number: US501257031 Renewal Date: 05/09/2024 via ******* FINANCING now known as (** *****). They continue to include the withdraw of $15.00 a month as part of the original financing of the cell phone device and cell phone protection.I am also being charged $15.00 by ************* which is automatically withdrawing $15.00 a month directly from my checking account.I have spoken to both companies **************** and escalated my calls to Managers. Both companies have to me to telephone the other regarding being doubled billed. Both Companies refuse to assist me by speaking directly to one another to CEASE ME from being doubled billed. The cost of covering 2 phone protection accounts now at ***** per month is NOT this customer fault. I am seeking reimbursement for the additional $15.00 each month I have been paying. NEITHER COMPANY IS WILLING TO ASSIST ME. BOTH companies THREATEN ME, by saying if I cancel one or the other, I stand the possibility of losing protection for the *********************** is canceling its partnership with ******* in 2025.

  

  Business Response

  Date: 01/02/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by Mrs *******.

  We have spoken with the customer and clarified that they are not being double-charged. They are paying $15 monthly for the ************* plan, and the issue has been resolved.

  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

  Customer Answer

  Date: 01/06/2025

   
  Better Business Bureau:
  
  I spoken with the Representative of Servify/ (US) (SAMSUNG CARE +),Inc.
  The response made by the business in reference to complaint ID ********, and I find that their explanation of my monthly billing from ** *****/******* financing at $13.00 is reflected in the automatic monthly account withdrawal of $15.00 from my checking account. ********************** firmly states I am not being double billed for cell phone protection plus services between both companies. I have expressed my concern and they have reassured me doubling charges are NOT taking place. I have skeptically accepted the company's explanation, and requested they write out in detail what they informed me in their written correspondence, as part of this response. (They have chosen not too). Therefore the resolution of this matter is closed with a wary satisfaction from me.
  
  Sincerely,
  
  Mrs. ***********

• Initial Complaint

  Date:12/24/2024

  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.

  Non stop games trying to get my phone replaced. Requests a video but the portal only accepts picture files. Says I'm uploading/emailing black videos. No communication. They want a 15-second video, but you can only email a 5-second video because of the email size limit. All games, I'm tired of these worthless people.

  

  Business Response

  Date: 12/24/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** ********.

  We have spoken with the customer, and they have successfully uploaded the documents for the claim. The replacement device request has been initiated, and once it is dispatched, it will be delivered to the customer.

  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify
  

  
  

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22726962
  
  I am rejecting this response because:
  

  Their process is horrible and everyone needs to know about this.

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

• Initial Complaint

  Date:12/20/2024

  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 **** Protect Plus plan in 2022 for 4 years that includes Accidental Damage that is fulfilled by ************************* December 2024 I needed to file a claim for the TV due to damage occurred during a move.Everything went smoothly up until the point where they replaced the ***** complaint has to do with the fact that my TV is discontinued, and so is the model after it, but that is not my fault. What Servify did was notify me that a replacement had been ordered and sent me an amazon order number and delivery date, i called Servify to confirm the item they replaced it with and was told they ordered the same TV I had warrantied with the exact same device, before calling I searched on Amazon for my exact TV and seen the price was almost double what I paid, and that it was Used and sold from a third party, no way they bought that as a replacement.I called ****** to confirm the order, and its delivery ******************** informed me of the model ordered and it is not the same TV, its actual a lesser spec wise and cost wise TV, I purchased the specific model TV for certain specs that others did not have, this TV does not have the specs and it is in fact a lesser budget version of what I own. When I called Servify to let them know of this issue, the gentleman on the phone laughed at me like I was being absurd in my request and I informed him I would not accept a lesser TV than what I paid for, I told him " Its like you buying a 2024 ********, needing a repair and me not being able to fix it so I, in return give you a 1987 ****** as a replacement."He then informed me that there is nothing they can do about my situation but would send the proper team an email with my information, I kindly let them know, I wouldn't be accepting the TV ordered and asked for proper help, which I have not *********** claim number is (24O34RAUST37) The amazon order reference number is 112-6455960-0526604 ****** model I purchased is the KD-43X85J, the Model they replaced with is K-43S30.

  

  Business Response

  Date: 12/29/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** *****.

  The order was placed on ******, and the device has already been dispatched to the customer. However, as it does not match the specifications of the customer's original device, we are proactively working to address the issue and ensure a satisfactory resolution for the customer.
  
  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22716310
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  **** no longer offers an equivalent of what I purchased, I asked to be cut a check for the full retail price of what i paid and canceling plan since you guys cannot replace with a like device with out upgrading said device, 8 different people have responded to the email I sent all with the same cookie cutter responses and no solutions. It should not take 2 and a half weeks for this to get taken care of. It is very unprofessional as i have explained how i use this set as a work monitor and I need certain specs, I cannot work with out it. This is not the first or last time i am sure, there are numerous complaints on how your company does this to people on a daily basis all over the internet.

   

  So again I ask, respectfully, please come up with a proper solution and stop making me wait weeks.
  

  

  Business Response

  Date: 01/07/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** *****.
  
  We would like to inform you that the customer has already been provided with the reimbursement amount, and the details were shared with them last week on their registered email.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:12/17/2024

  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 sent my phone in for a screen repair for $30 through ******* care/servify. *** damaged/lost the phone in transit and there was $1379.99 insurance on package that servify claimed. Servify won't replace my phone per their own policy then they tried to say they received it and it was damaged which is a lie and I have a tracking number to prove it they want me to pay for a new one even though there policy is that if it's lost in transit they will replace it I feel like there running a scam.

  

  Business Response

  Date: 12/18/2024

  Dear BBB,
  
  Greetings from Servify!
  
  We have offered the customer Advance Exchange option.
  
  Under this, customer will receive a replacement device with a $29 deductible as an exception.
  
  However, please note that a $99 deductible payment is required. Once the service is completed, we will initiate a refund of $70 to the customer's account.
  
  To proceed with the Advance Exchange, we need complete address details from customer so we can prepare the shipment and email has been shared with the customer and we are awaiting an response on the same.
  
  Location:
  Street Address:
  Apartment, Suite, Building:
  City:
  State:
  ZIP Code:
  
  Additionally, please be informed that the full value of the device will be temporarily blocked on customer's card to facilitate the request. This hold will be released once customer receives the replacement device.
  
  Regards
  Team Servify

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22699990
  
  I am rejecting this response because: The company has already been paid for a phone in the form of package insurance $1379.99 from **** *** confirmed this with me when I called them. This sounds like an insurance scam to me
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 12/21/2024

  Dear BBB,
  
  Greetings from Servify!
  
  As an exception, we offered the customer a $0 advance exchange to resolve their issue. The customer accepted the offer, and the replacement device has been dispatched and will be delivered to them on priority.
  
  Regards
  Team Servify

• Initial Complaint

  Date:12/12/2024

  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.

  A month has elapsed since losing my phone on November *******, the date of my initial attempt to file a claim with ************** Upon paying the $199 deductible, ********US.Servify Tech said that I would have to make a selection for Same-Day or Next Day replacement. Well, Same-Day replacement is not available in ******. The next option appears as 2-3 day delivery; the option is greyed out and unavailable. Their ad indicating 24-hour replacement is a false advertisement ( Their ad indicating 24-hour replacement is a false advertisement (ref: **********************************************************************************************************************************.) The ********US Servify Tech representative tells me that they dont. ******* sells phones, so why dont I have a schedule of delivery for the replacement?I want my phone replacement with the same expediency and efficiency that ******* uses to process my monthly payments on time. I want my replacement phone or cash to replace my phone. A month without a phone is severely impacting my daily activities. The number of calls and issues to start filing a claim is *************** would believe that ************* would supply any required information to their agent, Servify, but no! I had to answer questions about what street I grew up on and what bank held my mortgage, then provide a copy of my government identification, which I find interesting given that I did not have to provide a government ID to purchase the phone or to make the monthly insurance payments. Over three weeks into this ordeal, Servifys representative asked why I have two email accounts after their technician changed the account to my alternate email after more than a week of the insurance information failing to populate during this interim.Neither ************** nor Servify provides customer service; they merely pass customers off from one agent to another.

  

  Business Response

  Date: 12/16/2024

  Dear BBB,
  
  Greetings from Servify!
  
  The replacement device for Reference ID: ************ has been successfully delivered to the customer via ***** using waybill number ************ on 13/12/24.
  
  The customer's issue has been resolved.
  
  Best regards,
  Team Servify
  

• Initial Complaint

  Date:12/04/2024

  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.

  they have sent me 5 subpar phones with issues, everything from cameras not working to wifi and calling not working, and incorrect imei# and color not matching phones, Ive reached out to them for this last time since ******* said it was an issue between me and servify and no response from comapany so im here to file a complaint.

  

  Business Response

  Date: 12/11/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ********* ******.
  
  We have spoken with the customer and provided the reimbursement. The customer is satisfied with the resolution.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:11/15/2024

  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 bought a *** *************** from this manufacturer. A few weeks after owing this tv, I started having the issue of sound on the tv bit the picture was completely black. I contacted **** technical support department and told them what was going on. We went through all of the trouble shooting and the only one that helped was to unplug tje tv gor several hours and to plug it up after the wait time. The tv will work again until the next day and O would have to do the troubleshooting again. I contacted their support team and told them what was going on. They told me to video my tv showing a black screen and sound and send it to them alone with the receipt. I did this three days straight and at first they said they didnt get the video and receipt. I resent it. I habe sent them everything they have asked for and they keep asking for more pictures and videos. It doesnt matter what I send they ask for something more. I have been doing this for two weeks and they still refuse to help. All I want is for them to honor their warranty and replace the defective tv.

  

  Business Response

  Date: 11/20/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** ******.
  
  Since the customer raised concerns that fall outside the scope of our plan, we have advised the customer to contact the brand directly. The relevant details have been shared with the customer.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify