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:06/25/2024

  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 pay monthly for ******* care with servify on my ******* Z **** phone. I placed an insurance claim on Sunday as I dropped my phone rendering it unusable. I provided an address for shipment of the replacement, paid my fee, and waited for my replacement. I called Monday to confirm it would be delivered Tuesday, and I was assured it would. Unfortunately, ***** lost the item and I was told they did not know when I would get it. I contacted Servify to change the delivery address and I was told it would take them 48 hours to "change in in their system" at which time I would no longer be at the alternate location. I then called them to change my claim to a screen repair at their authorized repair facility and I was told I could not have two claims in place. So now, while i have an insurance policy, I have paid the $100 and change "deductible" on the new phone (which I don't have), and the $350 out of pocket on the screen at THEIR authorized repair facility because they won't cancel a claim on the lost device, change my address, or reimburse me for the screen after I send the original unopened replacement phone back.

  

  Business Response

  Date: 07/01/2024

  Dear BBB,
  
  Thank you for the opportunity to address the customer's concern.
  
  According to the latest update, we have decided to make an exception and reimburse the amount paid for the customer's device screen repair, minus any deductible as per the claim terms and conditions.
  
  To proceed with this reimbursement, we request the customer to provide the following details:
  
  The repair invoice
  Name
  Email address
  Mailing address
  Mobile number (as per bank records)
  
  Once we receive this information, we will issue a check for the reimbursement.
  
  We appreciate the customer's cooperation and understanding. If there are any further questions or concerns, please feel free to reach out.
  
  Regards
  Team Servify

• Initial Complaint

  Date:06/24/2024

  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.

  Servify was supposed to reimburse me $256.60 for an out-of-pocket payment I made because they were having technical issues and couldn't open the claim for a cracked screen. I sent an e-mail on 5/28 with the receipt and proof of payments and I received a VIRTUAL check on 6/6. I tried to deposit, but my bank was not accepting, so I contacted them again on 6/7 asking for another form or payment and they sent a physical copy of the same check to my house. Once it arrived I tried to deposit multiple times and different banks, waited a few days to see if it could be a technical issue, but today I drove to the bank and tried to physically deposit again. I couldn't go earlier because the bank isn't very close to where I was located and couldn't get to it until today. Once I got there, the agent tried to deposit, but she couldn't and she informed me that the account in the check is invalid. The account from the payee (Servify) on the check, is invalid. So, the check is not a good check and once again I have to wait until Servify decides on what else they want to do and how many more days they want to throw me around again. I want the money refunded to my bank account immediately as well as the $70 from BBB Complaint ********, in which they made me pay $99 for a physical damage claim when it was only a screen repair ($29).

  

  Business Response

  Date: 06/29/2024

  Dear BBB,
  
  We appreciate the opportunity to address the customer's concern regarding the check issued by Servify.
  
  We understand that the customer has encountered issues with the check previously sent. As we are unable to cancel the check on our end, we have requested the customer to write "VOID" on the original check and send us a picture of it. Once we receive the photo of the voided check, we will promptly proceed with issuing a new physical check.
  
  We are committed to resolving this matter swiftly and ensuring the customer's satisfaction. We appreciate the customer's cooperation in this process and are available to assist further if needed.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21894200
  
  I am rejecting this response because: I already sent the voided check 2 days ago via e-mail. 
  
  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
  
  We would like to inform you that a physical check was already dispatched to the customer on July 2, 2024. The check number is 15073.
  
  We hope this resolves 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: 07/13/2024

   
  Complaint: 21894200
  
  I am rejecting this response because: I have not yet received the reimbursement for the $70 from the overcharge on the screen repair that we were charged $99. The check was only for the $256.60. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  We have already reimbursed the customer for the stated repair cost, and the customer has confirmed the reimbursement amount of $256.60 via email. A physical check has also been issued to the customer.
  
  Attached is the email confirmation from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept closure, even though they still owe me $70 from an incorrect charge from my first claim.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/19/2024

  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 am writing to file a formal complaint against ************* due to ongoing issues and poor customer service related to my service plan.For the past 12 days, I have experienced several problems that have caused significant inconvenience and frustration:Recurring Billing Errors: Each time I use *************, my credit card is charged multiple times due to errors. This has caused financial strain and necessitated repeated communications with the service team to address these erroneous charges.Prolonged Delays: I paid the required $29 invoice last Friday for a service claim. As of today, there has been no update on when my new phone will ship, leaving me without a working phone for an extended period.Inadequate ***************** Responses from ************* representatives have been unsatisfactory, failing to address my specific concerns, provide a clear timeline for resolution, or offer adequate compensation for the inconvenience caused. Their responses have been vague and do not address the urgency of my situation.Potential Breach of Contract: The prolonged delays and repeated issues may constitute a breach of contract, as the service provided does not meet the terms and expectations set forth by the ************* plan.Despite escalating my case and requesting immediate resolution, the issues persist, and my concerns remain unresolved. This situation has significantly impacted my experience with ************* and eroded my trust in their services.Desired Resolution:A detailed update on the current status of my case.A definitive timeline for the shipment of my new phone.Additional compensation for the repeated trouble, delays, and inconvenience caused by their service.I would appreciate the Better Business Bureau's assistance in mediating this complaint to ensure that ************* addresses these issues promptly and satisfactorily.

  

  Business Response

  Date: 06/22/2024

  Dear BBB,
  
  The customer advance exchange device has been dispatched and the same shall be delivered to the customer's location on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21874284
  
  I am rejecting this response because:

   

  I am writing to express my rejection of ******* Care+'s response regarding the dispatch of the customer advance exchange device. While I acknowledge that they have taken steps to send the replacement device promptly, this action does not adequately address the ongoing issues I have faced with their service.
  Despite the dispatch of the replacement device, my concerns regarding recurring billing errors and the lack of compensation or resolution for future issues remain unaddressed. These issues have caused significant inconvenience and financial strain.
  I am seeking a comprehensive resolution from ******* Care+, including:
  Clear assurances and measures to prevent future billing errors.
  Immediate compensation for the inconvenience caused by these recurring issues.
  A detailed plan to improve their customer service and communication practices.
  I appreciate the Better Business Bureau's assistance in facilitating a prompt and satisfactory resolution to these ongoing issues with ******* Care+.
  Thank you for your attention to this matter.
  Best regards,
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/11/2024

  Dear BBB,
  
  We would like to offer our sincere apologies for the issues that customer had filing a claim. 
  
  We can assure that we are taking these issues very seriously and have worked to insure that something like this can not happen again. 
  
  Unfortunately we cannot provide the specifics for the fixes and measures that we have put in place to address this issue as our software and claims portal are proprietary. 
  
  As a courtesy, we will be refunding the service fee that customer have paid.
  
  Again, we would like to apologize for the frustrating experience that you had
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/11/2024

   
  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:06/11/2024

  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.

  On 4/26/24 I received an email stating I had successfully purchased a ******* care+ protection plan for my phone for $169. I did NOT purchase this plan. I looked at my ******* finance credit card and noted a charge had been applied by Servify for $169 plus taxes. I immediately tried to call and email ******* finance and ******* care+ (servify) no answer. I finally reached servify, and was promised a refund after cancelation. My refund never showed. I called again on 5/16/24, was promised the charge would go back onto my ******* finance card. This never happened. I called one more time on 6/6/24 and was promised to get an emailed e-check. Today, 6/11, I tried to deposit the "e check" it's drawn on a bank that's been closed for a YEAR. I've not received my refund. This business seems like a total scam.

  

  Business Response

  Date: 06/17/2024

  Dear BBB,
  
  A digital check was issued three days ago to the customer's registered email address.
  
  Since the customer mentioned that their bank has rejected the check, we are currently investigating the matter with our finance team and will update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21836783
  
  I am rejecting this response because:

  My bank rejected this "e check" in person AND via mobile deposit.  They are questioning the authenticity and advised me to request a paper check be mailed to my residence. I spoke with Servify billing two days ago and they told me a paper check will be mailed.  I will try to deposit that check once I recieve it. If the paper check is not authentic, I will investigate my legal rights. 

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

  Customer Answer

  Date: 06/27/2024

  This check that was mailed to me by Servify is made out with an account number that DOES NOT EXIST with a bank name First republic bank location that permanently closed in May, 2023.  My bank looked up the account number with their system and told me it doesn't exist. Servify is committing fraud. 

  

  Business Response

  Date: 06/28/2024

  Dear BBB,
  
  Greetings from Servify!
  
  We have already shared a physical check with the customer as requested. The customer specifically asked for a physical check drawn through ***************** Bank. In order to issue a new check, we requested the customer to share an image of the canceled check that was initially delivered to him. The customer then informed us that he had already submitted the check to the bank.
  
  We are more than willing to issue a new check drawn through ***************** Bank, as initially requested, once we receive confirmation of the cancellation of the previously issued check. This is to ensure that there are no duplicate payments and to maintain accurate records.
  
  Email confirmation from the customer has been attached.
  
  We are committed to resolving this issue promptly and ensuring the customer's satisfaction.
  
  Regards
  Team Servify

• Initial Complaint

  Date:06/09/2024

  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.

  Servify charged me $990 for a non-return fee on a phone. There was supposed to be 10 days before this occurred, but they did it after 1 day. I do not have the money to cover it and they say it will take 5 days or more to reverse. Along with that, an employee named ********************* is now trying to say that the problem my phone had wasn't covered under their plan. After talking with ******** I and they can confirm that it is covered. ****** is a liar and probably a scammer. I want the charge reversed. They have so far been unwilling to do so despite acknowledging that the charge was made 8 days too early. Here is the tracking with proof that it hasn't been 10 days since delivery: **************************************************************************************** Attached is the receipt saying that they went ahead and charged me a non-return fee anyway!

  

  Business Response

  Date: 06/11/2024

  Dear BBB,
  
  The security deposit has been refunded to the customer's source account, and the amount should reflect in the account within 3 to 5 working days.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/11/2024

   
  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.

  It would be great if ****** would remove himself from customer service. I asked him several times to stop contacting me personally and he continued to.

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

• Initial Complaint

  Date:06/03/2024

  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 dropped my phone and the screen cracked. The phone is insured as I pay the bill every month. I sent the phone in to be repaired and paid the $29.99 fee. As soon as I sent the phone (via **** I began to track its journey to the facility in ******, **. I also checked on the repair status daily after it was confirmed the phone was received. Upon it being received by the repair facility I noticed the return address for my phone was not mine nor was it familiar or even in the same state I reside in. I contacted the company Servify immediately to correct the error and ensure that there were no other issues. After my first call, I kept checking in on my online Servify account to see if the correction had been made and noticed it had not been, so I called again. This happen 9 times, and every time my concerns were totally disregarded, I was ignored and even lied to, forced to share emails with this company to "prove" the address was incorrect, spent many hours on the phone over a week time and still my $1500, ******* S24 Ultra 5G is being shipped to random addresses I am unaware of. I sent the phone out on May 20, 2024 from **************, ** to ******, **, and I still have no phone nor any insight to how or when I may get my property back. I have emails proving the correspondence as well as phone recordings as the company records their customer service calls. And I give full consent if needed to retrieve those calls. I have also lost income due this, I do not have my property and the information on the device is of some importance to mine and my family's well-being and daily life. I would like the phone back, and to never have any business dealings with this company ever again. But I am not sure they even know now where my device is or when nor if they will actually return it.

  

  Business Response

  Date: 06/05/2024

  Dear BBB,
  
  Customer device shall be delivered on his updated address through waybill number - 1ZE306430155766255 *** and shall be delivered to the customer by end of today.
  
  Regards
  Team Servify

• Initial Complaint

  Date:05/31/2024

  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.

  Upon purchase of my new phone I also purchased ************* this service is provided by Servify.Samsung care advertises same day replacement for lost or stolen devices.- Mine was not in-stock so they said it would be next day, then 3 days, then backordered and could be 8 or longer days with no other option than to be phone less.The Greater issue **************** is unable to assist in lost/stolen claims only damage this almost cost me not being able to use my insurance as my phone with all my passwords was burned in my house fire. This cause me to be unable to access my ******* account which was the only why to submit a claim. Fortunately my computer did not burn and i had access to my password manager there. But the customer Service representatives were uncarining and unable to help in anyway

  

  Business Response

  Date: 05/31/2024

  Dear BBB,
  
  A claim has been raised with reference ID OAQBGUCHIBKO and has been approved. We have informed our internal team to dispatch the replacement device on top priority. We will update the customer accordingly.
  
  Regards
  Team Servify

• Initial Complaint

  Date:05/05/2024

  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.

  Started a claim on 01:40 PM, 30 April 2024 via ************ + website and my claim was approved at 01:47 PM, 30 April 2024 for a walk in service repair at ********** in ***********, **. Scheduled a repair with Ubreakifx for 5/2/2024 at 10:30 with ticket id 7Z4ZVBSF1W6L. We drove 45 minutes to this location with tolls included and the agent was unable to find me in the system. I called Servify at this location and all she could tell me there was an ERROR and I was unable to get my phone fixed and she has escalated it with a 24 hour resolution. 45 minute drive home with tolls again and still a broken phone.Received an email 5/4 stating "?With reference to claim ID:7Z4ZVBSF1W6L I want to inform you that there is a technical error found on your claim, We have forwarded your details to the appropriate team Please provide 24 to 48 hours" I have requested due compensation for the gas, the time, the wasted travel, and my phone is STILL BROKE. 48 hours again - just to be told an ERROR. I want this resolved by having a phone overnighted to my house.

  

  Business Response

  Date: 05/07/2024

  Dear BBB,
  
  As an exception AE device has been dispatched to the customer with only 29$ deductible as an exception. Customer has been informed accordingly.
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/25/2024

  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.

  I file a claim for my ******* Z **** 5 phone with ******* care. Before they sent me the replacement device, they secured $1007.99 as a hold on my credit card. They said that they will do the refund after they receive my old phone. I sent my phone to them on 4/11/2024. They notified me that they received my phone on 04/15/2024. However, I haven't received any refund on my credit card so far. I has been more than 10 days. I called them to ask the refund status. They said they initiated the refund. However, I didn't receive any credit on my credit card. Then, they even ask for the my bank statement listing all my transactions starting from 04/15/2024 to 04/26/2024.. I felt insulted. Should bank statement be privacy for a normal citizen in the *************? This is a fraud company. They are trying to steal your money by any method they can use! I request a proper refund of my deposit now!

  

  Business Response

  Date: 04/27/2024

  Dear BBB,
  
  A security deposit refund has been initiated from our end and the amount shall be reflected in customer's account in 5 to 10 business days.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21627713
  
  I am rejecting this response because:
  I haven't received any refund in my account so far.  ************ is a hoax! They continuously cheat to their customers. It's day 15 since I shipped the old phone back. And it's  day 12 since they received my phone. The refund is missing. Now they even start to cheat BBB. What a shameful company it is.

  Sincerely,

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

  

  Business Response

  Date: 05/03/2024

  Dear BBB,
  
  We have already initiated the refund of security deposit back to the customer and it may take upto 5 to **************************************************************** their bank account.
  
  Payment bank reference id- Payment id - ***************************
  
  Proof Attached
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 13, 2023, i paid $149.99 (not including tax) for ************* for Business 2 year plan for a ******* Galaxy S23 Ultra. On March 10, 2024, I contacted the contract administrator, Servify, to initiate a claim due to a cracked touch screen. I was told I needed to "raise a request" via Servify's claims registration portal. I attempted to raise the request as instructed, but ultimately was not able to complete the process due to receiving an error message that states there is an "invalid zip code." The address is auto-generated by the portal/website and I am neither able to input the address myself nor edit the address in any way. As of today, April 19, 2024, I have contacted Servify over 10 times (via email and telephone) notifying them of my inability to complete the process of "raising a request" to no avail. Servify failed to respond to each email, and each contact made via telephone was met with the empty promise of "escalating the ticket" and a resolution within the next 24 hours. I have yet to receive service and/or assistance with my damaged device/phone. I rely on my device/phone for my livelihood, which is the reason I purchased ************* for Business extended warranty. I have had a dysfunctional device since March 10, 2024.

  

  Business Response

  Date: 04/20/2024

  Dear BBB,
  
  A new claim has been initiated for customer's device with reference ID ************, and it has been forwarded to the claims team for further processing.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21597807
  
  I am rejecting this response because: Though they state a claim has been initiated, there still remains a lack of any plans to remedy the problem. There are not any replacement or repair arrangements. Furthermore, nothing has been done to address the tremendous inconvenience and adverse effects as result of the delayed service. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/04/2024

  Dear BBB,
  
  We have scheduled a callback with the customer to assist them in the claim raising process accordingly.
  
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21597807
  
  I am rejecting this response because:

  I have not received any correspondence. I have called the customer service 24/7 line twice and each time was told the representative I was speaking with could not help me and that a "callback" would be required. Each time, a "callback" never came to fruition. 

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

  

  Business Response

  Date: 05/14/2024

  Dear BBB,
  
  Customer's claim has been raised under reference ID: ************ and we have shared the label to ship customer's device to us for mail -in repair. 
  
  Mail-in is the only option for B2B claims.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21597807
  
  I am rejecting this response because it is impractical to expect a business owner to go without a device while it is being repaired. 
  
  Sincerely,
  
  *************************