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:09/05/2024

  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 filed a claim for a replacement phone z flip 5 and the phone ************* sent me is missing a part (liquid damage indicator). I tried to file a new claim to get a 2nd replacement flip5, but they filed it for the wrong phone (a fold6) and sent me the wrong phone. I called them again to let them know I'll be returning the fold6 which they sent me and that I needed to get a new flip5, but after hours on the phone and several phone calls they told me they will not replace it.

  

  Business Response

  Date: 09/12/2024

  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 provided a replacement device to the customer.
  
  We believe this resolves the issue, and we appreciate the customer's cooperation in returning the defective device.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/31/2024

  Type:Delivery 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 company provides insurance for my ******* telephone. I originally contacted them on August 26. I followed their instructions and took my phone to an authorized repair place. On the 27th I contacted them again stating per their dealer. My phone needed to be replaced. They sent a new phone to my correct address, however, on the 28th it was delivered incorrectly. ***** had the correct address but they delivered it incorrectly. When I contacted them, they stated I needed to contact the shipper. I contacted the shipper via email waited for a response. On the 29th after not having received an email I decided to contact them via phone. Since I dont have my phone available, I went somewhere else and borrowed one. Was on the phone for about an hour trying to explain that it was delivered incorrectly. After speaking to the **** they said it was being escalated and they would contact me via email. On the 30th I received an email stating it was signed for here is the signature I have gone back-and-forth a couple of emails with them explaining that it was not my address that it was delivered to that I never received my phone. At this point, I need help making them understand that I dont have my product and that it was delivered incorrectly. I dont know what they have to do with ****** but it is not my responsibility to go back-and-forth trying to get this resolved. I feel like nobody is listening to me because I did not receive the package . I did inform them I would be contacting the BBB if I could not get this resolved.

  

  Business Response

  Date: 09/04/2024

  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 provided a replacement device to the customer.
  
  We believe this resolves the issue and appreciate the customer's cooperation in returning the defective device.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/28/2024

  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 have a cracked screen on my ******* Galaxy S23 Ultra and have been paying for ******* Care Plus. When I attempted to file a claim I found it had my old phone listed. My old phone was replaced by ******* Care Plus (Asurion) on or about February 2023. I contacted ******* Care Plus (now Servify) and spoke with ***** who informed me they would not repair my phone because the coverage was for the phone I no longer had and that should be noted on my email receipts. This is false as I have reviewed those receipts and in no place does it show which phone it was for. I have every reason to expect it was currently paying were for the phone I currently owned. I asked what would happen if I filed a claim for a lost phone for the old one and ***** replied that it wouldn't work because Servify was aware the phone was no longer in service (yet they continued to charge me).I have reviewed my emails and found that Servify took over the ******* Care contract in June 2023 long after I ceased having that phone. I did not enroll in any service agreement with Servify and feel that Servify misrepresented themselves through emails that lead me to believe I had coverage. I would like Servify to refund all money they collected from me.

  

  Business Response

  Date: 08/31/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by ******** *****.
  
  We would like to inform you that the customers plan expired in February 2024. The customer reached out in August 2024, and since the device was damaged after the coverage had ended, we unfortunately cannot provide a replacement device or a refund.
  
  We have already communicated this information to the customer. If you have any additional questions or concerns, please feel free to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22208361
  
  I am rejecting this response because: I do not believe that Servify/************* read the actual complaint as the response does not seem to relate to what I was asking.  Servify/************* collected money from me to protect a phone that Servify/************* knew I did not have as evidenced by the fact that they are the ones that purchased the phone from me.  I had every reason to believe the ************* charges to my credit card are for the phone I actually owned, not the phone they owned.

  I would like all money charged to my credit card from the point I sent the phone to ************* refunded to me.

  I have attached a copy of my response to an email I received from them this afternoon.

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

  

  Business Response

  Date: 09/14/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by ******** *****.
  
  We have spoken with the customer, updated the plan to the new device, and the phone was repaired under coverage. The customer has confirmed that the issue is now resolved.

  If you have any other questions or concerns, please let us know.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/27/2024

  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.

  Hello,I have repeatedly attempted to contact Servify as well as ******** I am unable to get any help from them due to language issues. They for some reason cancelled my Care + without notification on. When I checked last it was showing as cancelled last month; however, I am not able to see the exact date now as this was suppose to be resolved. I had Care + the entire time its not like I just tried to add it. I was told to update payment method to resolve this even though the current one on file was good. I updated the payment method and once I did they requested diagnostics. The screen is cracked so I tried explaining it would fail diagnostics and I would need the reactivated without it. They are not understanding the request and I am just stuck in a loop with generic responses that are no help. I just need my Care + reactivated without diagnostics so that I can get my screen repaired for $29 vs $400. Please help me get this corrected. Thank You *******************

  

  Business Response

  Date: 08/31/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We value customer concerns and appreciate the chance to address the complaint submitted by *******************.
  
  We want to inform you that the customers plan was canceled in June 2024 due to non-payment of the plan fee. The customer reached out to us in August 2024 regarding a device issue. Unfortunately, since the plan was not active at the time the device was damaged, we are unable to provide a replacement device or reactivate the plan.
  
  We have communicated this information to the customer and are here to assist with any further questions or concerns they may have.
  
  If you require additional information or have any further questions, please feel free to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22201660
  
  I am rejecting this response because: ******* has absolutely went to the worst possible customer service ever. They are still having people call that are unhelpful and do not understand English. They still provide the same generic response. The plan should have never been cancelled. I did not request this and there is no reason it should have been cancelled. I am hoping servify will resolve this however this is not acceptable.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/27/2024

  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.

  Dear BBB,I am writing to express my frustration with the customer service I received regarding my phone claim Reference ID: JLGGFXNBPFRL After losing my phone, my claim was approved, and I was given two options: same-day pickup or next-day delivery. I attempted same-day pickup, but it was unavailable at the specified zip code. As I am on vacation and not staying in one place, next-day delivery wasn't feasible because I lack a stable shipping address.I contacted customer care to arrange a pickup at any nearby location. However, the agents repeatedly told me to provide a shipping address, despite my situation. They even suggested filing a new claim once I returned home. When I requested to speak with a supervisor, I was placed on hold and then told the manager was unavailable. The agent then advised me to contact a local Best Buy, assuring me they could resolve the issue if the phone was in stock.Following this advice, I contacted and visited three Best Buy locations, only to be told they do not have access to the claim information and couldn't assist me. This false information from the agent has caused significant inconvenience, and my issue remains unresolved.When I called customer service again, I received no help and was again told to wait until I returned home. I requested a call back from a supervisor, but no one has contacted **** request the BBB's assistance in resolving this matter by arranging a pickup at any available location or refunding the cost of my phone so I can purchase a replacement. Please note that the locations I visited have the phone in stock, yet I am being told otherwise.Thank you for your help.

  

  Business Response

  Date: 09/04/2024

  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 processed the reimbursement for the new device they purchased.
  
  We believe this resolves the issue and appreciate the customers cooperation during this process.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/25/2024

  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 8/25 I cracked my phone screen and attempted to repair it using my *********************** serviced through Servify. I could not use the online claim service due to my phone being unusable. Upon contacting the customer service number they informed me they could not process the claim due to my area code being from *********** (787). I explained why this should not matter and the agent received authorization from a supervisor to process my claim for a same-day in-store repair at a ubreakifix location. They then processed my claim and I was charged a $29 service fee.Once at the store they informed my phone could not be repaired at a ubreakifix location due to having a bespoke color and they would cancel my claim. They also instructed me that I needed to contact Servify again for a mail-in repair or a replacement option. I called the ************* number again and learned that the mail-in option also includes a $29 service fee and takes from 7-10 business days but that the replacement option includes a charge of $99. I explained this was unreasonable due to my willingness to take into a repair center. The agent did not allow me to speak to a supervisor and instead suggested I call around to find another store that could process my repair. I explained the manager at ********** told me they could not service the repair at any store due to it being a bespoke color phone and the agent insisted I did not have any other options, nor did they offer to order the part.I reluctantly asked for a replacement claim to be entered as I did not have the option of being 7-10 days without a phone. Before processing the payment the agent called me again to explain they would not be able to replace the color on my phone.

  

  Business Response

  Date: 08/31/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by ***** ******, *****.
  
  We have provided the customer with a replacement device, but we have not yet received the return of the defective device. We kindly request your assistance in facilitating the return of the defective device.
  
  We have communicated this to the customer and are available to assist with any additional questions or concerns they may have.
  
  If you need further information or have any other inquiries, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22193277
  
  I am rejecting this response because: I plan to return the defective device. I have boxed it and am waiting for the mail office to open on Tuesday to send it in. This will be within the 10 days requested by the replacement process. 

  They have not addressed my initial complaint.

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

  

  Business Response

  Date: 09/16/2024

  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 customer has already returned the defective device, and the plan has been transferred to the replacement device.

  Since the customer previously mentioned that their initial complaint had not been addressed, we attempted to reach out but have not received a response.

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

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22193277
  
  I am rejecting this response because: the business still has not addressed my original complaint and request for the 99 dollar charge to be reduced. I would like a written response that addresses each of the items I wrote in my original message.
  
  Sincerely,
  
  ***** ***** ******

  

  Business Response

  Date: 09/30/2024

  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 processed a $70 refund to the customer. We also attempted to contact the customer using the registered details but were unable to connect.
  
  An email has been sent to the customer with a detailed explanation on the registered email. We have requested the customer to respond to our email if they have any unresolved concerns and to provide an active phone number for further communication.
  
  We believe this action 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: 09/30/2024

   
  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:08/15/2024

  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 filed a claim for my desktop on my hp gaming coverage plan . It was approved. A check was mailed out for ******. I deposited in my bank. Chk bounced and I was also charged a NSF fee. And now nobody knows anything.

  

  Business Response

  Date: 08/19/2024

  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 issued a new check to the customer, which also includes an additional return check fee.

  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:08/11/2024

  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.

  Contacted servify who is the insurance representative service for ****************** Z Fold 4 phone has an issue where the inner large screen is just blank when the phone is unfolded. That progressed after opening and closing the phone three or four times to not being able to unfold the phone fully.The phone apart from this is I'm excellent condition.I have been paying for ************* for two years, and the payment for this insurance is automatically charged to my ******* account monthly.****** to file a claim on Friday 8/9/24 and was told that they couldn't file a claim as there is an error on my account as it is on hold and they would escalate this and call me in 24 hours.Called them on Saturday 8/10/24 after no return call and was told the account is on hold due to none payment since ***** '24.Called *******, was then told that there is no issue with my account and there shouldn't be an issue filing a claim, this representative gave me a ticket number (**********) and transfered me to ******* Premium Care, who then sent me a text with a link that did not work, and a phone number for ******* care plus.Called, told the same thing error on my file, can't file a claim! Escalated would receive a call back in 24 hours. No call back!Called Sunday 8/11/24. Asked to speak to a Supervisor, was told that they were busy, they would highlight the issue and call me back within 24 hours.At this point I want either my ******* care+ payments returned, or my phone repaired immediately.Or I will have no choice but to file a claim in court.

  

  Business Response

  Date: 08/12/2024

  Dear BBB,
  
  Thank you for informing us about this issue. We take customer concerns seriously and appreciate the opportunity to address ******************* complaint.
  
  We have spoken with the customer and confirmed that the plan is now activated, and the customer was able to submit the claim request successfully.
  
  We believe this resolves the issue. If you have any further questions or concerns, please feel free to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:08/01/2024

  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.

  On July 21st I installed a system update sent by ******** My phone screen started acting up, lagging, and by the next day the phone was completely dead, the screen turned green and only flashes at touch.I have spoken to Servify since this device was sent by them as a replacement back in February, on my online account still shows that the warranty is active, it's been less than six months after I received this device, which was a repaired refurbished phone. Servify agents over the phone tell me they won't repair/replace it and that I have to send an email for support. I have sent multiple emails and every time a different person replies and have me explain the situation over and over again. In the last email they told me to call for help,even though in the previous messages they promised to me that they were sending me a replacement and that I had to wait.

  

  Business Response

  Date: 08/05/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We value customer concerns and appreciate the opportunity to address the complaint submitted by *********************.
  
  We want to inform you that the replacement device was sent to the customer on February 13, 2024, and the plan was canceled on June 13, 2024. According to our policy, customers have 90 days from the delivery date of the replacement device to report any issues if the plan is canceled or expired. As this period has elapsed, we are unfortunately unable to provide further coverage.
  
  We have already communicated this information to the consumer. Should you have any additional questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22079418
  
  I am rejecting this response because: *************** guarantees the phone they're sending me will work without problems for 3 months, they admit they're are sending me garbage and that's not right for customers. Besides that, via email one of their employees asked for my address and promised to send a replacement, failing to honor a customers promise is a mistreat.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/21/2024

  Dear BBB,
  
  In response to the customer's claim that our customer care agent assured him of a replacement device, we have thoroughly reviewed our email records. Initially, the customer was informed of the available options for raising a claim. We clarified that the warranty on replacement devices is set at 90 days. After this period, if the customer encounters any issues with the device, they may raise a new claim under warranty, subject to the necessary deductibles.
  
  The agent requested the customer's address because the customer reported difficulties in raising a claim. This request was made to assist the customer in initiating a new replacement claim on their behalf. Unfortunately, we cannot provide another replacement device free of charge for this issue.
  
  Thank you for your understanding.
  
  Regards,
  Team Servify
  
  

• Initial Complaint

  Date:07/30/2024

  Type:Order 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 paid a $99 deductible on July 24 for a replacement device. I received the device on July 25 and it had mechanical issues. I contacted them and they said they would send another device. I received this second replacement device today (July 30th). This device has a network lock under someone else's account and they are not doing anything to fix this issue.

  

  Business Response

  Date: 08/05/2024

  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 provided a replacement device, and the customer is now satisfied and experiencing no issues.
  
  We believe this resolves the issue, and we appreciate the customer's cooperation in returning the defective device.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify
  

  Customer Answer

  Date: 08/06/2024

   
  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,
  
  *********************