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Business Profile

Cell Phone Repair

Repair Express - Vernon

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:23/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Brought in 3 devices July 28th to be repaired. Was quoted $850 for all 3, was told that the screens are aftermarket but that there is no difference in quality from genuine.Two of the phones had issues after repair. One was noticed right after pick up- screen had scratches on it, called the shop and spoke to the employee - he said no problem and that he will order a new screen in. Brought in the phone to show employee the next day as well as mentioned another issue with a different device they had fixed. Offered to leave the phone with scratches at location, employee said I can take it home. The other screen has a pink tint to it and at low brightness has very noticeable grey streaks. Was told both phones will be fixed. Brought the first phone (scratches) in the next day - before leaving it was dropped on carpet flooring and had shattered. Employee saw it and agreed they will still proceed with repair but mentioned that new screen has not arrived so to call the next day before drop off. A few days go by- no new screen at store but employee assured me over the phone they will still fix both devices. Dropped device off on Friday for repair as both screens had arrived, was told to pick up in 2 hours. Arrived after 4 hours only to be told that they will no longer replace it because it has physical damage on it. Spoke with the manager- she confirmed screens are aftermarket and that they cannot warranty physical damage. Contacted the owner the following day. The phone with the pink tint to screen makes a popping sound when you press on it- mentioned this to the owner when discussing but owner ignored my text. A lot of back and forth over text, no resolution.Both devices broke within the first week due to poor quality of screen and poor installation. Tried resolving issue in store peacefully- owner called the police on me. **** suggesting contacting ***. Called their Kelowna location and they said they do not use aftermarket screens as of last week due to them being faulty.

    Customer Answer

    Date: 24/08/2023



    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,



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

Repair Express - Vernon is NOT a BBB Accredited Business.

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