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:04/08/2024

  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 7 April and 8 April 2024, I tried to make payments with Servify for a ******* Galaxy Fold 4 replacement. Their system will not accept any **** Debit Cards or Credit Cards, and also will not take **************** Credit Cards. I've tried to make the payment in six different forms and all are unsuccessful. All of my bank accounts and credit bureaus have been contact and all state there is no issue with the cards or my accounts. Servify Customer Support is unable to accept $1.00 payments with $990 holds. They're unable to provide a replacement phone. They don't know how to provide the phone or how to accept payment and holds. I demand a replacement phone or demand an entire refund of my ******* Care+ payments to this horrendous company. I stated I was Active Duty and require this phone for business and family and they decided that was comical. This is an extremely disrespectful and anti-*****************

  

  Business Response

  Date: 04/10/2024

  Dear BBB,
  
  The customer has completed the deductible and card hold payment. The replacement device has been dispatched under reference ID ************, with waybill number ************ via FedEx.
  
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/10/2024

   
  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:04/05/2024

  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 raised a claim for a cracked screen on a ******* Note 20 Ultra since it is covered under ******* Care Plus which is serviced by Servify. The claim was raised on 03/18/24 and the phone was sent via *** on the same day (tracking #1Z8YE7344217265623). They received the phone on 03/20/24 and my claim was cancelled on 03/30/24. They said it was a system issue and would refund me the $29.00 i paid for the claim and then i would have to re-pay the $29.00 for a new claim they processed. I have not received a refund for the initial $29 and paid $29 again. They have had my phone since 03/20/24 and they have still not fixed it nor given me an update on it. I want my phone back fixed immediately.

  Customer Answer

  Date: 04/08/2024

  I contacted them again on 04/05/2024 and 04/08/2024 and they continue telling me they are raising tickets but no one is telling me where my phone is or have a status on it. I paid this phone off and now feel like they have stolen my phone. 

  

  Business Response

  Date: 04/10/2024

  Dear BBB,
  
  We are trying our best to resolve the customer's concern at the earliest. We will connect with the customer and shall update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21535561
  
  I am rejecting this response because i called them again on 04/09/2024 and one of their representatives hung up on me. I still have no update on my phone. I need my phone returned immediately.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/10/2024

  contacted and they cancelled my claim again for the second time. i need my phone

  Customer Answer

  Date: 04/11/2024

  I contacted ******* today 04/11/2024 and they forwarded my call to servify twice although I expressed to them that Servify was not helping me. Servify once again told me to call back in 24 hrs. SOMEONE HELP MEEEEEE

  

  Business Response

  Date: 04/12/2024

  Dear BBB,
  
  A fresh claim request has been raised for the customer's device with reference id- ************ and the same shall be processed further accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21535561
  
  I am rejecting this response because: this is the third claim that has been created and they still have not fixed my phone or began fixing it. I keep calling and the status remains the same with the tracking request saying "Mail in Repair Accepted" even though they have my phone at the service center. I want my phone back.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/12/2024

  THEY CANCELLED MY CLAIM AGAIN FOR THE THIRD TIME AND THEY WANT ME TO PAY ANOTHER $29. I AM NOT PAYING ANOTHER DIME TO THIS COMPANY. I NEED MY PHONE BACK IMMEDIATELY. 

  

  Business Response

  Date: 04/13/2024

  Dear BBB,
  
  We are actively addressing the customer's claim request and have initiated a new claim on their behalf. The customer will receive updates accordingly.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21535561
  
  I am rejecting this response because: they cancelled my claim for a third time.  I wasn't my phone back. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/16/2024

  My phone is still pending with no status or update. I need my phone back immediately. 

  

  Business Response

  Date: 04/17/2024

  Dear BBB,
  
  As per the most recent update from the team,
  
  The device customer shipped is currently untraceable, and our logistics and repair center teams are actively investigating this issue. 
  
  Meanwhile, we have initiated an AE (Advance Exchange) claim on customer's behalf. 
  
  This means customer will receive a replacement device at no cost as an exception. 
  
  However, there might be a $1 payment for security deposit card hold required for the replacement device, which will be released once the replacement is delivered to customer's location.
  
  We will provide the customer with further updates as they become available.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21535561
  
  I am rejecting this response because they lost my phone and I still have not received a replacement. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/30/2024

  Dear BBB,
  
  Customer's replacement device was delivered to the customer through the waybill number- ************ ****** The proof of delivery from ***** website has been attached.
  
  Regards
  Team Servify
  
  
  

• Initial Complaint

  Date:03/31/2024

  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.

  I purchased an insurance plan through ******************************* I dropped my phone causing significant screen damage. After 2 weeks of contacting the company almost daily they refuse to allow me to file a claim. Their claim is that I need to complete the on boarding process for which i have. Orginally they said it will take 3 to 5 business days. They then told me up to 10 business days after that time had passed. After 10 business days they keep extending the time. When asked to speak to a manager they will not oblige. They will not allow me to file a claim even though the policy is in force and I have done everything they asked of me on the same day of request. They are intenionally not allowing me to file a claim and breaching their contract with me.

  

  Business Response

  Date: 04/02/2024

  Dear BBB,
  
  The claim has been authorized, and the customer can now choose the appropriate repair option to move forward with the claim repair with the reference id ************.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/26/2024

  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.

  Purchased a 400 dollar coverage plan from this company for my OnePlus Open (Glass edition) phone which unfortunately needed to be sent in for repair. That isn't included the 100 dollars I paid to submit the phone for repair/replacement. My model which is glass and green has the following ***************** to it: Open Thickness: 5.8 mm Closed Thickness: 11.7 mm Weight: 245 g The one that was sent is plastic leather, not glass, and has the following *****************: Open Thickness: 5.9 mm Closed Thickness: 11.9 mm Weight: 239g Nowhere in the contract did it state they could substitute my phone for an inferior physically different model that also irritates my sensory disability. There is a specific reason I chose glass and it is because I cannot hold the plastic leather model without becoming extremely anxious and distressed from the texture. Had getting an entirely different model phone a replacement been clearly stated in the contract I would have had no issue. I just want the exact same size/weight/materials of phone I insured back as a replacement. Not this different weight/size/textured phone they sent me. ******* was extremely rude and told me I was out of luck and hung up. Tried calling back and the manager said the same. I tried to be courteous and suggested it might have been a mistake but they immediately became combative. Please just send me my phone. I paid you 1/3rd of the cost of the phone to get a different phone than I sent you. Nothing about that is right. This is not "like-for-like" in the slightest. It looks different, feels different, has a different volume and different weight.Reference ID: ************ Serial Number: **************** IMEI 1: *************** IMEI 2: ***************

  

  Business Response

  Date: 03/28/2024

  Dear BBB,
  
  As per the most recent update from the team,
  
  We will furnish the customer with a *** return label for returning the incorrectly colored/textured replacement.
  
  Once we receive the replacement back and verify that it is undamaged, we will send out the correct Emerald **** replacement to the customer.
  
  Please note that Emerald **** replacements are not anticipated to be in stock until April 2.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21491707
  
  This rejection will change to an acceptance when I receive the correct phone. Also I would prefer you dispatch the replacement the same day I ship this phone in. I've already been without for 3 weeks and nearly 500 USD in fees for this service. I require a phone for work.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/25/2024

  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 January 22, I contacted ************* (Operated by Servify) to start a claim on my phone. I paid the $99 replacement fee, and awaited my replacement phone. The next day (Jan 23) I received my replacement. I turned it on and saw it was an **** Branded phone but I tried my ******** SIM card and it seemed to work. A couple days later, I used the phone outside my home (and not connected to wifi) and I had no service. I went to ******** to try a new SIM card and this did not correct the problem. On February 8, 2024 I emailed ************* and told them the replacement phone was not working and they replied a couple days later to say they were going to send another phone. I received another replacement, again this was an **** phone but this one would not work at all with my SIM card. I immediately emailed them again and told them, and I got a reply stating they were working on this. Over the next couple of weeks, I kept receiving the same email in response to my request for an update. Finally, on March 13, 2024, I called ************* and I found out they had my carrier listed as **** and it would need to be corrected to ********. They put in a ticket to fix this and told me it would be 24-48hrs. I waited until March 19, 2024 to call again and I was told this was still not done, and they would submit another ticket and they would escalate this issue. On Marxh 22, I received an email saying the issue was resolved and a ticket for a new phone was opened on my behalf. I was also contacted by ******** at ******* regarding this issue and she assured me she would help resolve this and sent a text to contact her if the new phone was still an **** phone. I was also charged $990 for the new phone (of which now i'd like a refund).On March 25, I received the replacement and again it was an **** phone. It tried my SIM card in it, and it still will not work. I've emailed ************* and texted ******** with no response. Over 2 months without an operable phone and I need help.

  

  Business Response

  Date: 03/27/2024

  Dear BBB,
  
  We will process the refund for the security deposit today. 
  
  Additionally, we will arrange for a re-shipment of the correct *********specific device today as well.
  
  Customer has to return the incorrect carrier replacements they have received. 
  
  Customer should have received three labels with the replacement devices and he can use these labels to send the devices back to us.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/27/2024

   
  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.

  I am able to send the 2 devices that I have received back immediately and the phone that does work on wifi I will have to hold onto until I receive the correct ******** device as I have no other phone to use. Once I receive the correct ******** phone, I will send back the one working phone immediately. 

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

• Initial Complaint

  Date:03/25/2024

  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 was misled into purchasing a warranty for my ******* phone through ******* Care+ (a service provided by Servify). Before signing up, I wanted to ensure this company was well received and they advertise a 4.5 star rating on their website. Direct language from the website: "Customer satisfaction: 4.5 Were very pleased to announce that our customers have given this service an average satisfaction rating of 4.5 out of 5."This made me feel more confident when signing up for this service but I should have dug a bit deeper to learn this isn't real information and is made up to get people to purchase their service.I had an issue with my ******* phone that I went to this service to get resolved and opted to get a replacement device. Long story short, they ultimately sent me three defective devices in a row that were all promised to be perfect condition phones and, after the third, I was left with that device and no resolution for over a week which is against their T&C's. Their ultimate resolution was the bare minimum and they refunded me the purchase price of the device with no additional effort to rectify the situation based on how much of a scam it felt like and how much time it took on my end to resolve.Going back to reviews, I asked multiple times how I can provide feedback that would tie to that 4.5 star rating they advertise and they kept avoiding the question or giving answers that didn't lead to a way for me to review them. My last email to them requested a way to leave feedback there and, it's now been 10 days since my last email and I've received no response.I'd love for them to be a good company and rectify the situation well and frankly not sure if I'm warranted anything due to being misled, though I doubt it. I just want them to do what's right.

  

  Business Response

  Date: 03/27/2024

  Dear BBB,
  
   We are trying our best to resolve your concern at the earliest. We shall update the customer accordingly.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21481776
  
  I am rejecting this response because I've received very similar templated responses from the same person, *****, who has only been able to play the role of messenger, and not one that has led to a positive solution. I doubt ******* Care+/Servify will make my situation right, but I hope they'll do the right thing and remove their false review score and replace it with their actual review to better inform their prospective customers.
   
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/04/2024

  Dear BBB,
  
  We have resent the rating email to the customer's registered email ID.
  
  Customer can use the link provided in the email to submit the review.
  
  The email will appear as follows: attached
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21481776
  
  I am rejecting this response because: I received the email as I requested though it took me repeating my request as clearly as possible about 2 more times (bringing the total number of times to 5 or 6). The "feedback/review system", however, appears to be fake or at least not anything that actually impacts the review score they display on their site. It looks like something they whipped up in response to this inquiry, with just enough polish to get it over the finish line but not much else. Regardless of selecting 1 star, 5 stars, or anything in-between, the unique URL I have from selecting a star rating just redirected to ******************************************* with no way to provide feedback and it doesn't appear the review even goes anywhere - zero indication it's been received. The button can be clicked multiple times to the same effect.
  
  I assume they're tracking the clicks on their back end and it's not on me to say if that's trustworthy or not, but I just don't see how this can be seen as legitimate in light of everything I have experienced. I'd assume others, too, but I can only speak for myself for sure. If this isn't a scam, then it's a business practice that is certainly bordering on it.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/17/2024

  Dear BBB,
  
   We are trying our best to resolve customer's concern at the earliest. We will connect with the customer with an update soon
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21481776
  
  I am rejecting this response because: there has been no changes or progress with this. "We will connect with the customer with an update soon" doesn't really mean anything to me. The review link they provided felt fake and whipped up in two minutes, and their site still shows a static image of a review score that I'm certain is inaccurate and incredibly misleading - frankly, I think this is illegal but I don't know enough about the law to say if a company lying about their public perception is truly a legal matter. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/18/2024

  Dear BBB,
  
  Please refer to the attached document containing the raw data, which shows that we have received the rating provided by the customer in the system.
  
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21481776
  
  I am rejecting this response because: I'm unable to see what they claim they attached to verify it's real (unsure if it was only distributed to BBB and not to me as well). Also, and almost more importantly, their website still displays the false rating of 4.5 stars.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/08/2024

  Dear BBB,
  
  To whom it may concern: 
  
  While we do understand the frustration from the customer and the request that they have made, we are unable to provide a change in the customer satisfaction survey number as both Servify and ******* have more than one customer.
  
  The customer satisfaction number shown is a representation of the aggregate global survey score, and is not the representation of one customer, let alone a single region.
  
  Additionally, we have provided a screenshot confirming that we have received ************************ survey. We are unable to provide anything additional as access to the survey system as this is proprietary system and does contain information for other customers. 
  
  We hope the reasoning above shows Servify's willingness to meet ************************ needs within what is reasonable
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/09/2024

   
  Better Business Bureau:
  
  I've looked at the response from the company regarding complaint ID ********. I'm okay with their solution, so I'll drop the complaint. I'm glad they finally replied like a person, but I still don't fully trust their rating because positive reviews are rare. It's up to them how they run their business.
  
  Thank you for facilitating this complaint and I really do hope their team takes a look at the way they have their customer-facing people interact with people and hope they update some of their standard operating procedures. It wouldn't have taken much to turn my experience from a negative to a positive.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, The issue I am having with Servify is about the ************* that I have through them. I have a Galaxy S22 Ultra and have been paying for ************* since I purchased the device. Previously I have been able to go directly to a local uBreakiFix and receive same day care or close to it. This is the first claim I have made through Servify, and it has been nothing but trouble. I had to track down my purchase receipt from a year and a half ago on my work email, numerous calls left me with no resolution. I was able to resolve the issue on my end by regaining access to my work account. But having to deal with this many calls and issues just to start filing a claim is infuriating. Because I am paying ******* directly, you would think that ******* care+ would be able to find my purchase receipt. I eventually worked around that issue and opted for a replacement device. I soon found out that there is a $990 deposit that I must put down to have a replacement device mailed to me and they will hold the money until I mail my phone back. While this sounds reasonable on the surface you must keep in mind that I am a college student and that part of the reason I signed up for this protection plan was because I don't have a spare $990 laying around. I contacted support again and was told I could change it to a repair claim. So I start about that route and had an appointment today. However, I received a call before my appointment informing me that the parts they need are months on backorder and that the main repair would be the motherboard and that I need to request a replacement device from *************. I am not comfortable mailing my phone to ***** for 7-10 days where there are frequent reports of not receiving your phone back in a reasonable amount of time. I request the $990 hold is waived for the replacement as I believe that to be fair considering I have already tried the local repair option.Please help me,*****

  

  Business Response

  Date: 03/24/2024

  Dear BBB,
  
  The card hold requirement will be waived as an exception for the new Advance Exchange claim request raised under V5TMPEH29EVE.
  
  We will send the customer a manual payment link to collect the $99 deductible because the system cannot solely process the deductible without a card hold.
  
  After the manual payment is completed, we will proceed with processing the claim request.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/12/2024

  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 have insurance coverage for my cell phone through ******* which goes through Servify. We have a claim on the phone and the repair person said it is unrepairable and to submit for a replacement which I did on March 11 2024. The agreement is to pay $1 so they have your card on file and if they do not receive the damaged item back after I receive the new phone the account would be charged. I agreed to this. This morning I saw that they withdrew $1,259.99 out of my bank account. When I called regarding this they said they do that because it was a bank debit card and not a credit card, which on their agreement they state nowhere. My account is grossly overdrawn because of this and the only way they will give me my money back is if I cancel the claim, which means I've been paying for insurance on this phone for no reason since I can't get another without them taking all the money out of the account.

  

  Business Response

  Date: 03/14/2024

  Dear BBB,
  
  Upon verification,
  
  The replacement device has been successfully delivered to the customer's location under reference ID ************.
  
  Additionally, we're releasing the security deposit hold on customer's card as an exceptional measure, without awaiting the return of the defective device from customer's end.
  
  Regards
  Team Servify

  Customer Answer

  Date: 03/14/2024

   
  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:03/11/2024

  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.

  On February 26 i submitted a claim to get my galaxy flip 4 screen replace due to malfunctioning, the screen went completetly black after i flipped it close. I took the phone to the store for my service appointment at 10am on Feb 27 and till this day i have not been able to fix my screen due to servify techs or ******* care plus reps not been able to solve their problems. I have spent countless hours on the phone and driving to the repair store which is 30 minutes away from my home and i havent gotten the issue resolve. I appreciate if you can do something for me. ***************************************** ************ that is their information. **************** tjhis is ******* customer support number. To add to this i also email ******* ceo's office and i havent see results.

  

  Business Response

  Date: 03/13/2024

  Dear BBB,
  
  The customer has been notified that, as a special arrangement, we have extended an option for an Advance Exchange claim request at $29. Under this option, the customer is required to pay a deductible of $99 along with a security hold. We will then refund $70 back to the customer, resulting in an Advance Exchange claim request at $29.
  
  Regards
  Team Servify

• Initial Complaint

  Date:03/06/2024

  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.

  I bought my 23U in 08/23. I decided to get samsungcare+ so I could conveniently take my phone to a local store and the screen is repaired within 24 hours for $29. This is what was advertised to me and the deciding factor for purchasing protection. I cracked the screen 10/2023 and took it to ubreakifix they fixed it that same day. The customer service and scheduling was less than great but the services were as expected, as advertised. In November I cracked the screen again. I set up an appointment with ubreakifix thru servify. I arrived and was told nothing was scheduled and they don't even have the parts to repair my phone at the store. Or anywhere in the entire state. I was advised it could be months before the parts were available locally. I reluctantly agree to the terms required for me to have a phone "delivered within 24 hours". It takes 3 days. I'm out $1,000+ in the meantime. There was a point in my life where I wouldn't have been able to afford that much money being held by a multi billion dollar company that can pay for false advertising ( I went to the website and started the process of buying another s23u and the same ad appeared. Even though the parts were not available. Is this not a clear example of bait and switch?All goes well until I break the screen again in January. Parts are still months out to local stores. The same ad is running on ******* even though parts haven't been available for months. Personal events happen that cause me to space sending the phone back. Until I get an email on 2/26/2024 saying $1,241.99 was permanently deducted from my bank account. ********************** intentionally deceives customers by advertising terms they are unable to fulfill and forces customers to take on full financial burden. I've called multiple times. I've been told there's no way to get the money back. I've been told to just send the phone back. I emailed 02/29/2024 explaining the situation and was supposed to get a response in 48 hours. It's not 3/6/2024

  

  Business Response

  Date: 03/07/2024

  Dear BBB,
  
  We've provided the customer with the waybill details for them to use when shipping the defective device back to us. This will facilitate the return process, and once received, the security deposit hold can be refunded.
  
  Regards
  Team Servify