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:11/06/2024

  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.

  In August 2024 I purchased a brand new Galaxy S24 Ultra from my local ******* store in the ************* in *******, **. The employees in the store did a great job they explained this new service to me to assist with the upkeep of your device. I paid $1700 for the phone and my bank card hit is daily limit. I could not purchase the program at that time. Two days later I was able to purchase the program in my phone. Every month I've paid on time never missed. My phone screen cracked. I wanted to use the program I've been paying for this is where my issues start.I've been trying to use a service that I'm paying g for but totally unable to use. I've been told by representatives to wait 4 hours wait a day ... but they are still collecting money from me. Long story short I'm paying for insurance that I am unable to use. I keep getting g the run around and this company is still collecting money from my account monthly. My phone screen is a danger to use as I can get glass poking me. I simply want to use the service I'm paying for. I should be refunded for the months I've paid and could not use service. They should absolutely replace my phone or refund me for this phone so I can go get an iPhone. I did everything right thus company has said all these things were ultimately their fault so me as a paying customer gets punished for this multi million dollar business. Me a disabled citizen on a fixed income.

  

  Business Response

  Date: 11/10/2024

  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 helped the customer file a new request, and they were able to get their device repaired successfully.
  
  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:10/28/2024

  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.

  Dear Better Business Bureau,I am writing to formally express my dissatisfaction and concern regarding the handling of my recent phone repair request by Servify, the company responsible for *************************** My experience with Servify has been frustrating, unprofessional, and detrimental to my productivity and personal communication.Initially, my claim was submitted and appeared to be processed correctly. However, shortly afterward, Servify made a correction on their end that reclassified my claim. Without any prior notice, they proceeded to lock my phone, effectively preventing me from using it. I received no advance warning or communication that my phone would be locked until a payment was made. I was ready and willing to pay the $99 as part of the accidental damage clause, but Servify sent the payment link to the wrong email address, which caused significant delays.Throughout this experience, Servifys customer support team struggled to grasp the root issue, and the entire process lacked transparency. The lock on my phone, implemented without prior notification, caused several days of lost productivity and left me unable to contact loved ones. I am concerned that Servifys practices could be seen as coercive; customers are effectively cut off from their devices until payment terms are met (these are all determined or delayed by internal "processes"), even when delays are due to Servifys own errors. They said it would take 4 hours to receive a payment link. I did not receive one for days. Also, they mentioned multiple business days for supervisor follow up.Furthermore, I reached out to the company for the notes taken and call log for my interaction with them. They refused to share this data.I urge the BBB to investigate these practices, as I believe they can place undue hardship on consumers and may even border on unethical. Thank you for your attention to this matter.Sincerely,***** Imam

  

  Business Response

  Date: 11/02/2024

  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 Imam *****.

  We have informed the customer that the $99 refund has been processed.
  
  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: 11/02/2024

   
  Complaint: 22478363
  
  I am rejecting this response because: it does not address the ethical concerns I have for other consumers. 
  
  Sincerely,
  
  ***** Imam

• Initial Complaint

  Date:10/22/2024

  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.

  Servify is not delivering on their promise to ***lace my phone in a timely manner. They have made no attempt to resolve the issue. I'm not getting a resolution from the company Servify after multiple attempts. I'm unable to collect on the phone insurance policy that I have been paying for for over a year. I now want credit toward the $149.00 I paid for same-day pick up of the ***lacement device even though it was clearly not possible due to issues on Servify's end (not best buy). I was told after a few hours with no update to go to my local best buy and ensure they had the proper model phone and once I did the ***resentative said it actually was not in stock at that location and on backorder, yet the best buy manager showed me they had ********************************************************** their queue from ******* care (additionally theses phones ******* 24 ultra are NOT on backorder and widely available). this resulted in me drive 90 minutes one way (3 hour trip total) and 2.5 hours at the store while i was lied to and given conflicting info by several Servify ***s. *** Servify *** told me that his manager didn't even bother to escalate the issue because it would take too long to resolve internally and there was not much he could do for me aside for telling me to wait for an email. I waited at best buy until it closed and will now have to venture 90 minutes home with no phone. something needs to be done to make this right in addition to getting me the ***lacement phone that was promised. The date of occurrence is 10/22/2024 and as of my writing, 6 different calls to 6 different ***s have netted no resolution or further answers as to what the hold up is. I have now missed an entire day of work (that I used my phone for) and spent $50 in gas for a no reason when this could have been communicated to me that same day pick up wasn't realistic as had been advertised.

  

  Business Response

  Date: 10/28/2024

  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 collected the replacement device, and we will be unable to process the refund of $149, as the service has been fulfilled.
  
  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22461563
  
  I am rejecting this response because: the business made no effort to explain the misinformation I was provided, why the mistake(s) were made, and why there was an undue delay in service which caused me several trips and hours of my time. There should be some level of concession/compensation on the part of Servivy as the same day service was not in fact same day, and I was mislead and frankly lied to.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/14/2024

  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 am having a horrendous time trying to get my cracked screen replaced with ************* and my ************* 4. I first tried to repair at a ************** but ******* could not see the Servify ticket. I gave up and sent it to ceritfy and it arrived at their repair center on 7 October. Today i received an email saying my claim was canceled and the $29 deductble refunded. i called servify and they say the claim automatically canceled because service center didn't get to repairing my phone within one week. they created a new claim and made me pay the deductible again and say they will find the new claim when they finally get to the repairing the phone. This is a total nightmare and i have no idea whether they will ever send it back to me.

  

  Business Response

  Date: 10/23/2024

  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's device has been repaired and is undergoing a quality check. As soon as the device passes the quality check, it will be shipped 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

• Initial Complaint

  Date:10/03/2024

  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.

  Purchased ******* phone from ******* website and at the same time purchased ******* Care+ monthly plan (an additional protection plans for ******* phones) on July 30 or 31. It is stated that i can cancel at anytime.The ******* care+ contract id is *************** Like a few days later i sold my phone so i didn't need ******* Care+. So i wrote email to their team and they gave me a phone number on Aug 5. Then I called Servify to cancel my subscription on August 19. But on August 30 and Sept 30, they still charged me $13 each month.All of the above i have screenshots which i uploaded.I am not sure if they cancel my plan in their system and still charing me in the future. So i write this to seek help from BBB.Thank you!

  

  Business Response

  Date: 10/12/2024

  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 *** ****.

  Since the customer expressed concerns regarding the plan cancellation, their details have already been forwarded to the relevant team, and the cancellation request has been initiated.

  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: 10/13/2024

   
  Complaint: 22377272
  
  I am rejecting this response because:

  First thank you very much that you have cancelled my subscription (finally)! Hopefully not everybody uses this method to do this ever again.

  BUT, it was supposed to be cancelled on Aug 18. A lady representative from you answered my phone and promised to cancel my plan. That's why I have a 7 minutes calling record screenshot (uploaded last time here) and you should have this calling record in your system as well.

  After that call, you still kept charging me two months of this plan (on Aug 30 and Sept 30)

  Therefore, you should refund me these two months of plan charge which is $26.

  Thanks for your concern!
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 10/29/2024

  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 *** ****.
  
  As per the update, the relevant team has processed the refund of $26, and we have informed the customer accordingly.

  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: 10/29/2024

   
  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:09/24/2024

  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.

  Ticket# ******* Asked for my Plan to be cancelled and for a refund because I was unable to file a claim for my TV after calling 12 times prior to your call center. Today I called in to cancel my plan and spoke to ****** ******" about why I was cancelling my plan and requesting a refund. I ultimately had to file a BBB complaint with *** and they are taking care of my TV issues however my issues with Servify and TCL Protect Plus plan remain and was advised by *** to email or call back Servify and ask for a full refund of $145.85. On September the 2nd I placed a call at 6:16pm EST and spoke to someone about filing a claim and ask to speak to a supervisor or manager and was told a call back would need to be arranged and I would need to wait 24 to 48 hours and he took my phone number and the call ended. Then 3 days go by and I call back on September the 5th and get told that No one ever started your claim", There is no record of me calling in", No request for a supervisor was ever made", Supervisors don't call or talk to customers and only us here that pick up the phones at one of the various call centers are the only ones you can talk too and to either deal with it or send a email to file a claim", If you send a email no supervisor and only us at the call centers will answer back to the email replies to start a claim". Everyone I spoke to was screaming and yelling and carrying on and at times ignoring anything I said or would hang up and no call back was ever given or apology for the call, and in addition all the commotion going on people where talking about there personal life's to one another and some things discussed were vulgar, rude, disgusting, and simply not work appropriate and should have never been discussed with customers listening.I told ****** ****** today I wanted someone to make it right and provide me with the whole refund amount of $145.85 and not a prorated amount. She assured me all calls where recorded and to wait which is insufficient.

  

  Business Response

  Date: 09/27/2024

  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 spoke with the customer and informed them that the plan has been canceled. The check for the amount of $145.85 has been dispatched to the customers address.
  
  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: 09/30/2024

  Hello,

   I am rejecting this response because I have yet to receive the check for $145.85. After I receive it in the mail and check is cashed and the funds are available to me I will see this matter as resolved but until then I am not accepting the business response. It has been a constant struggle and battle with Servify just to get this matter resolved and it is not resolved yet until I receive the refund check for the full amount I was promised.

• Initial Complaint

  Date:09/21/2024

  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 tried 3 times to file a claim for a defective device from ******* using their ************* powered by Servify. Since July I have not had a proper working phone. Servify sent me a replacement device that was also defective, when I called them they told me I had to make a new claim. I did on September 13th. They assured me I'd have a new device in ***** business hrs. The latest by Monday. On Tuesday I still had no phone. I called on Wednesday and they told me I had not finished filling the claim in direct opposition to what I was told on Friday. They told me I had to send images of the defective phone. They once again, assured me I'd be sent a new phone as soon as the pictures were received. I sent them immediately and got a response from ******* email that they were received. Agent told me he was marking my claim with highest priority. Again, he promised me ***** business hours. The latest being Saturday. I received no follow up emails and when I looked on the website to check the status, it shows nothing but my closed previous claim. I called today Saturday, and to my SHOCK I am told I have to file a new claim as if nothing has happened. The agent tells me that I now have to pay a dollar to process the claim. This was never said to me by either of the two previous agents I spoke to. They have one again told me ***** business hours. I have no trust that my phone will be sent this time either. This company is not serious. They told me to hold for a supervisor, but the supervisors are never available. On their website they promise a "hassle free" expedient solution and replacement phone and next day replacement and same day repair in thousands of local locations. None of these things are true. The repair shops have all laughed when I have gone in to try to get a repair. They say ******* constantly sends people to them but they can't do anything. There's no next day replacement, and definen no same day.

  

  Business Response

  Date: 09/26/2024

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

• Initial Complaint

  Date:09/15/2024

  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.

  This company provided the worst customer service I have ever experienced. I had discovered a pink line on my newly bought ******* phone (it was the pink one, and it's important for later purposes). I went to my ******* Care+ account and noticed that the easiest, and most convenient method for me was to get a replacement mailed to me. I filed the request and sent follow-up emails noting that I understood their fine print, but said that I would still prefer a PINK phone and was willing to wait for a PINK one to come in stock. I also called the following day, and if they couldn't, I was going to ask them to delete my claim so I could go in for a walk-in repair.The person on the phone said all was well. I GOT A BLUE ONE. Note that the frustration comes after the customer going THE EXTRA MILE to communicate that she wanted a pink one and was willing to wait.I then told them I was going to return the blue phone they mailed me. They said that was fine, I could then go in for a walk-in to fix the phone.I was able to successfully book an appointment, while specifying WHAT PHONE I HAD AND WHAT ISSUES THERE WERE. No issues. When I came in, the UBREAKIFIX location turned me away because:1) they did not offer in-warranty repairs.2) they could not file my claim because I was waiting for Servify to close it once the replacement phone was mailed back.PLEASE ALSO NOTE THAT THEY WILL NOT COMMUNICATE WITH YOU IF THEY HAVE THE PART OR NOT. I guess it's just an unpleasant surprise waiting for you when you get ******** now have to call the Fremont location tomorrow to see if they:1) have my part because God-forbid they won't tell you that upfront 2) offer in warranty fixes Note to staff: 1) TRAIN YOUR PEOPLE 2) COMMUNICATE BETTER 3) FIND A WAY TO COMPENSATE YOUR DISPLEASED CUSTOMERS WITH THE APPROPRIATE *********************** since at this point, everything that has happened has been a fault of the system, and can now be viewed as a failure to meet contract terms.

  

  Business Response

  Date: 09/23/2024

  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 helped the customer file a new request, and they were able to get their device repaired successfully.
  

  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:09/11/2024

  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.

  Paid for ************ + subscription since owning the phone. Servity fulfills the repair requests.I submitted repair request on 9/9 and ************+ provided me with a *** Ground shipping label which I cannot use due to Federal regulation that requires air shipping from ****** for items with lithium ion batteries. Called on 9/9 to get proper label. Advised new label would be sent right away. Did not arrive and called to follow up 9/10 and was advised a new label would be provided in ***** hours of my original request. Received incoming call from Servify 9/11 at 7:57AM HST regarding my request for 2nd day air label. I was told the issue would be corrected and proper shipping label sent in ***** minutes. Received follow up email from same agent advising it would take 1-2 business days to send the new label. Phoned Servify customer service line after receiving the email and spoke with another agent and requested supervisor call back.

  

  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 *************************.
  
  We have provided a replacement device, and the customer is now satisfied and experiencing no issues.
  
  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: 09/16/2024

   
  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.  However, I strongly encourage the company to address the root issue to facilitate for mail in repairs from ****** that require a 2-day air shipping label.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/05/2024

  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.

  I recently purchased a ******* Z Fold 6 from the official ******* website. Unfortunately, while traveling back home, I lost the device and immediately reported it to *******. Their customer service team was responsive, and they replaced the lost phone, which I appreciated.However, the replacement device has significant issues. It randomly turns off and on, experiences severe lag, and often freezes, especially when using apps like Snapchat or ****** Maps. This is extremely disappointing, especially for a phone that costs $1,800. Ironically, my older Galaxy S20 FE, which cost less than $200, performs far better than this new device.Despite the replacements, ******* continues to provide me with defective units. I have been requesting me to provide not used one or defective one some of them really good some of them are not having accurate answer. I need to replaced with newer one.

  

  Business Response

  Date: 09/14/2024

  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 informed them that the order for the replacement device has been placed and will be delivered soon.

  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

   
  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,
  
  ************************************