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: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,
  
  *********************

• Initial Complaint

  Date:07/24/2024

  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.

  I returned a ******* galaxy fold 3 which has a tendency of the middle part of the screen breaking due to the continues opening and closing, causing other parts of the screen to malfunction as well, when I called for it to be exchanged, they told me to provide a card for $956 to held if I did not mail in the broken phone within 10days, I did mail in the phone within the stipulated period only to be charged $99. They told me on the phone I was going to be charged a non-refundable fee of $1 just to prove that the card was authenthic.

  

  Business Response

  Date: 07/25/2024

  Dear BBB,
  
  We appreciate your patience and understanding regarding the claim request with reference ID ************.
  
  Here are the details of the situation:
  
  The advance exchange claim was raised under your extended warranty coverage, as you mentioned a screen issue. However, it was not initially communicated that the screen was damaged.
  
  Upon receiving the defective device, our inspection confirmed that the screen was indeed damaged. As per our policy, a $99 administrative fee is applicable for advance exchange claims involving accidental damage.
  
  Additionally, a $1 charge is placed on the card to hold the security deposit. This amount is released once the defective device is returned to us. In your case, the security deposit was charged, and we have since refunded it after deducting the $99 administrative fee.
  
  We hope this clarifies the charges on your account. If you have any further questions or need additional assistance, please feel free to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22038590
  
  I am rejecting this response because:

  The phone was under warranty and the known middle collapsible part of the caused other parts of the screen to malfunction, how is that a cause for me to be charged an administration fee of $99 where as I had explained the issues I was having with the phone and the agent I spoke with never mentioned any administration charge when I told him what my issues were.

  Even from the email they sent me concerning the hold on my credit card there was no mention of an administration charge, I am requesting a playback of the conversation I had with the agent since it is claimed that all conversations are recorded.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/07/2024

  Dear BBB,
  
  The customer was charged the deductible for the screen damage as outlined in the plan's terms and conditions. If the customer believes it is a manufacturing defect, they can contact the ******* team for assistance.
  
  For more details, please refer to the terms and conditions: *********************************************************************************************
  
  Regards
  Team Servify

• Initial Complaint

  Date:07/19/2024

  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 writing to file a complaint against servify regarding the denial of my insurance claim for my ******* Galaxy Z Fold5 under the ******* Care+ with Theft and Loss protection plan. Below is a detailed account of my experience and the issues encountered.Date of Transaction: December 14, 2023 Amount Paid: $329 Service Purchased: ******* Care+ with Theft and Loss protection plan servify committed to providing comprehensive protection for my ******* Galaxy Z Fold5, including theft and loss coverage.After providing additional video evidence, I received confirmation from Servify support: We're pleased to share that the verification process has been successfully completed, and your plan is now active in the system. The activation email also confirmed: "Your ******* Care+ with Theft and Loss associated with your ******* Galaxy Z Fold5 is now active. Your device is now ************************."Claim Denial:On June 29, when I lost my phone, I submitted a claim under the Theft and Loss protection plan. My claim was rejected on the grounds that **** Guard was not enabled on my device.Primary issues -At no point in the past six months was I informed or reminded to enable **** Guard. If crucial for claim eligibility, ******* Care+ should have notified me atleast once to ensure compliance.-Misleading ********************************** Status and Refund: If my insurance was non-compliant due to the **** Guard requirement, I should have been informed and refunded. It is unacceptable to pay for coverage that is invalid.-My insurance status on the ******* Care+ website still states my Device ************************* as Active with no notifications.Despite repeated attempts, my concerns were acknowledged but not addressed. Support acknowledged my insurance as active and advised opening another claim once. Another time, I was told to email tech support, and next day then advised to escalate to the president ******* Frustratingly, each escalation led nowhere with nothing but generic response.

  

  Business Response

  Date: 07/20/2024

  Dear BBB,
  
  As an exception, we will honor customer's claim. Customer has been informed to submit a new claim request for his device, and it will be processed accordingly.
  
  Customer can log in and raise his claim using the following portal link: ****************************************************.
  
  Thank you for your understanding.
  
  Regards
  Team Servify

• Initial Complaint

  Date:07/16/2024

  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 with ************* in order to replace a lost device. After filing the claim my device was found. ********************** "*************" has locked the device and refuses to unlock the device in order for me to backup the data on the old device or allow me to return the replacement device so that the old device can be unlocked. I have requested to cancel the claim and return the new device and be refunded the claim deductible. This business practice is not proper as I pay for an insurance service from them and expect to be able to properly access my old device before returning it to them.

  

  Business Response

  Date: 07/17/2024

  Dear BBB,
  
  Greetings from Servify!
  
  Customer has been informed that, as per the ************* with Theft and Loss T&C, it states that:
  
  "Any recovery of lost or stolen property will accrue entirely to our benefit. If we replace the covered property, the
  originals become our property."
  
  The same can be checked in Section "YOUR DUTIES IN EVENT OF LOSS TO COVERED PROPERTY" of the ************* with Theft and Loss T&C.
  
  Hence, we will not be unlocking the device.
  
  Moreover, the coverage has been transferred to the replacement device that was issued to the customer.
  
  At this time, we have requested the customer to return the found device, ***************, using the label attached in the email shared with the customer.
  
  Customer has been informed that unfortunately we are unable to accept the return of the replacement device and we cannot provide the customer with a refund of his deductibles of $199 for the lost claim.
  
  Regards
  Team Servify

• Initial Complaint

  Date:07/10/2024

  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 5th I attempted to file a claim for a lost phone. I was unable to complete the claim due to a "technical error". The error was from a previous claim done over a year ago. The replacement phone sent to me was never added to my coverage plan and therefore a claim could not be filed. I was told to wait 24 hours to have this fixed. On 7/7/24 I called and spoke with customer service again, and was told it could not be done over the weekend and to wait until the end of Monday. The customer service rep even stated that if it was not completed on Monday, I would get a refund from my previous claim since it was not completed properly, and then I could file a claim for the phone. Come Monday evening, I received a completely different response. I was told yet again to wait another ***** hours for this "fix" to be processed and that a refund or claim could not be completed. It seemed like a ploy to get me off of the phone. The people I spoke with were very rude. I was asked if I would like a call back and I said no. I was then scolded for not wanting to be called back and asking to wait. Why even give me the option if I don't have one? I also have audio proof of the conversations I had with their customer service reps.

  

  Business Response

  Date: 07/11/2024

  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 are pleased to inform you that the technical error with the **** update has been resolved. A loss claim (Reference ID: ************* was successfully filed, and the replacement device order was processed. The shipment for the replacement device was created.
  
  The tracking number for the shipment is 276892252727.
  
  We hope this resolves the customer's issue. If there are any further questions or if additional assistance is needed, please do not hesitate to contact us.
  
  Regards
  Team Servify

• Initial Complaint

  Date:07/08/2024

  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.

  I purchased a new phone from oneplus, I also purchased the insurance. Unfortunately I dropped the phone the day after I received the phone. The slight fall caused it to be inoperable. I tried to file a claim online with no luck. Called the customer service number, they say I didn't buy the insurance. Gave me an email address to send proof of purchase. I forwarded the email I received with the receipt. Received a reply almost 2 days later wanting same request. I have been emailing for about a week, send the screen shot showing insurance a different way and also the policy number I got from one plus. And I'm still getting asked for a receipt. Yes I know most people don't break phones within 24 hours of getting them, but it happens. I have called the customer service number requesting a supervisor and I am denied. I am beginning to belive this is a fraud of a company. All I would like is the claim to be processed and given the service I paid for.

  

  Business Response

  Date: 07/10/2024

  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 are pleased to inform you that the plan has been successfully activated on the customer's OnePlus device.
  
  The issue has been resolved, and the customer should now be able to fully utilize the benefits of their plan.
  
  If the customer has any further questions or needs additional assistance, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 07/10/2024

   
  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:07/05/2024

  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.

  I currently have a ******* Galaxy S22 Ultra and a ******* Care Plus protection plan. Upon attempting to file a claim with my ******* Care plus plan for my phone's screen (cracked screen from Law Enforcement duties) I was informed the plan was cancelled. I immediately contacted ******* Care as I was unaware of this. Upon speaking to an agent on 06/26/2024 I explained my situation in which the agent was able to review my account informing me that my account could be reinstated and all I needed to do was update my payment method. I immediately updated my payment method and was told the Care Plus would be reactivated in 24-48Hrs. On 06/28/2024 I recontacted ******* Care Plus where I was advised I needed to add an additional card to my account and that my account would be reactivated in 24-48Hrs. On 07/01/2024 I contacted ******* Care plus where I was told my account has two cards on it (I was instructed to do this previously by an agent) and that the account could not process until a card was removed. I was told the card would be removed and my account would be reactivated in 24-48Hrs. On 07/02/2024 I contacted Care Plus where I was again advised my account would be active in 24-48Hrs. On 07/03/2024 I contacted Care Plus where I was told my account would not be reactivated because it was cancelled. (three hour long phone conversation of being placed on hold time and time again). For eight days I spent many many hours on the phone with ******* Care Plus (upwards of three hours on 07/03/2024 alone.) where I was told multiple times that my account could and would be reactivated. At this point I have been given the run around and lied to by many agents with ******* Care Plus who never followed up with me as promised each time. I have wasted countless hours and days only to be left feeling like ******* does not care about me as a customer. I hope there can be a resolution to this.

  

  Business Response

  Date: 07/10/2024

  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 ********.
  
  Samsung team has made several attempts to contact the customer regarding the plan activation and card payment issue.
  
  Unfortunately, we were unable to reach the customer directly. As a result, we have left a voicemail and sent an SMS to ensure the customer is aware of our efforts to resolve the matter.
  
  We encourage the customer to check their voicemail and SMS messages and to contact us at their earliest convenience so we can assist in resolving the issue promptly.
  
  If there are any further questions or if additional assistance is needed, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:07/04/2024

  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.

  I submited an insurance claim through Servify *******Care in order to get my phone screen fix or replace at one of the ******* authorize dealers and upon my arrival to pick up my device the * pen was missing, the store states that the pen was not there which is not true, when contacted my insuramce you would think that they will try to fix the issue but they ask me to get a statement email from the location in order to proceed, on the statement they obviously sustained they didn't have the s pen and I follow their process and forward this information to the provided email, afterward they reached out asking for the statement to be changed. They need the statement to say the pen was missed on the store, which I replied that they need to get in contact with the store because that is not my role on this situation, they keep saying they cannot submit a claim for the s pen because is not included on the insurance, I want a refund of my deductible considering that I'm not satisfied with the service, which they still haven't figured out what to do. They keep repeating that they cannot submit a claim because is an accesory. I will attach the emails between Servify and me. I do have the receipt for the location which was the ********** TX UbreakIfix by *******, the reason why I'm complaining about servify is because I submitted a claim through Asurion reporting what happened and I'm still awaiting a response. I nelieve I should not be paying for this mediocre service.

  

  Business Response

  Date: 07/09/2024

  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 reported an issue with a misplaced S Pen and requested the cancellation of their plan.
  
  We have acknowledged the customer's report regarding the misplaced S Pen and the same is been escalated to ******* team.
  
  Upon receiving the cancellation request, we have provided the customer with detailed steps for plan cancellation via email.
  
  We hope this resolution addresses the customer's concern. If there are any further questions or if additional assistance is needed, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21943706
  
  I am rejecting this response because: I already canceled SamsungCare, the issue with servify is exactly this they are failing to understand what the customer is requesting, I want a refund of the deductuble paid for the service, and the s pen to be refunded, I didn't ask for a cancelation as a resolution. By the way I tried to escalate the issue long time ago before I contacted BBB and they rejected, they said the current team was the last escalation. Refund of the deductible and I wan't them to paid for the accesory that was misplaced, canceling the membership is not going to help me recover my S pen. Thank you
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  An NCP ticket# ********** has been created for the customer to send them a S-pen. Customer should be getting emails for this from ******* team directly.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 07/19/2024

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

  Customer Answer

  Date: 07/31/2024

  Hello,

   

  Just following up on this matter, want to notify that the Servify hasn't made up any attempt of contacting me after the resolution stating they will reach out was accepted, still haven't received the * pen neither, I wonder if I can reopen the case if is possible unless they reach out to me as they stated on the resolution offer, any assistance would be greatly appreciated. Thanks in advance.

  

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  As per the latest update from the ******* Team,
  
  The tracking details indicate that the street number is incorrect.
  
  The address used for the shipment of the **pen to the customer is: ***********************************************
  
  The address we have on file is: **********************************************
  
  We have requested the customer to please confirm the correct address so we can share it with the ******* team
  
  Regards
  Team Servify

  

  Business Response

  Date: 08/16/2024

  Dear BBB,
  
  As per the latest update from the ******* Team,
  
  The tracking details indicate that the street number is incorrect.
  
  The address used for the shipment of the S-pen to the customer is: ***********************************************
  
  The address we have on file is: **********************************************
  
  we have informed the customer to confirm the address but we are yet to receive an update from customer.
  
  Regards
  Team **********************

• Initial Complaint

  Date:07/02/2024

  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.

  On 06/30/2024 I dropped my phone. I scheduled a screen replacement with ubreakifix. They couldn't find my servify request after 2 hours of searching and phone calls.Spoke to servify and discovered that my plan never transfered to my replacement phone I got through them a few months back. They told me to send an email and they'd have it resolved in 2 hours. 2 hours became *****, now I've gotten an email saying it'll take longer from *********************.I just want my screen replaced. I need it for my work... half my screen is blank.

  

  Business Response

  Date: 07/04/2024

  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 are pleased to inform that we have successfully transferred the ************* plan to the ***** 350962377684870.
  
  Customer can verify the plan coverage status on the ************* website: *****************************************
  
  We hope this information resolves the issue. If you have any further questions or need additional assistance, please feel free to contact us.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21933129
  
  I am rejecting this response because:

  Though my plan is transferred, I still cannot use it.

  There is now a technical error and i received an email saying my appointment is canceled 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/13/2024

  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 customer.
  
  After reviewing the case, we confirm that an advance exchange claim was raised for the customer's device with reference ID: ************. The replacement device has been successfully delivered to the customer.
  
  As an exception, we will be refunding $70 to the customer, reducing the advance exchange fee to $29.
  
  We hope this resolves the customer's issue satisfactorily. If there are any further questions or if additional assistance is needed, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/13/2024

   
  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.

  This resolution wouldn't have been satisfactory if I wasn't just trading in the phone. They sent me the wrong carrier- it wouldn't have worked with my cellular plan.

  It took a week and a half to get a new phone, in that time I just bought a new one. Thankfully I'm in a position in life that I can get a new phone or I would've been in a bad position with work.

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

• Initial Complaint

  Date:06/28/2024

  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.

  About 2.5 months ago I sent a phone in under warranty. It was carrier unlocked. I received a locked carrier phone. After multiple calls and messages we exchanged 3 different phones. All of which remained carrier locked. I eventually swapped mobile carriers so I could utilize my phone. That cost me $395, which I feel I should be compensated for. Fast forward a couple of week, the company decided to upgrade said phone, and finally it's carrier unlocked. They received my replacement device 6/25. 6/28 They disabled said device claiming they did not receive the return device. After I provided shipping confirmation, it miraculously appeared as delivered but I was told my phone can not be unlocked for ***** hours. Also thankfully my account did not have the needed funds, but they attempted to charge me 990$ for a non-returned device. So over 2 months of going back and forth, having to change phone carriers, and yet again I can not use the device I paid for due to a mistake on their end. I have had ************ for over 2 years and never want to have to deal with them again.

  

  Business Response

  Date: 07/01/2024

  Dear BBB,
  
  We have confirmed that the defective device has been delivered back to us. Consequently, we have provided the passcode to unlock the customer's phone.
  
  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.
  
  Regards
  Team Servify