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Business Profile

Telecommunications

Mobile Care Polo Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:17/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Sept.19,2022
    ****** I brought in my Samsung Galaxy A32 phone Sept. 19,2022 that did not work at all. The owner opened up the broken back case and replaced all new parts with exception of cracked case. Which he said had to special ordered in and he verified it was working again, said I could keep the broken case. ** *** **. Would order  a new one in for me. Every time  I visited the. Kiosk the Owner who replaced all the parts was never. ***** *** female staff did not know where or when he would return or if part was ever ordered .
    Now when I visited the kiosk today July 15th 2023 was told previous guy left no longer owns the Kiosk store and new owner took over. When I showed her and she in return discussed with supposedly new owner he said nothing could be done and walked out not wanting at all to resolve my issue just wanting the new case I paid for and was promised by previous owner. I have the receipt showing all the details which just says repair. The female staff was the there and did hear the owner state the case would be ordered. I even phoned and emailed got no response from no.one.

    Business Response

    Date: 31/07/2023

    Good afternoon dear customer, 

    You can visit our second location which is located inside polo park mall on the upper floor next to lids. (Store name mobile care)  

    My name is Ali, and I will help you regarding your issues. We have couple of Samsung A32 cases, we can replace your old broken case with new one. Hope everything works good. 

    Thanks for your time and we will see you soon. (Once you are in store ask for Ali). And sorry about this issue and previous management. 

    Customer Answer

    Date: 03/08/2023

     

    Complaint: ********
      

    I am rejecting this response because  they did not replace the broken back case as they promised. When I arrived at the store upper level in morning the manager maybe Ali wanted to give me a plastic wallet for the phone and not the back case as he said it would cost *** out of his pocket.. I showed him the receipt having paid over *** dollars for new parts and promise to give me a new care by store on main level at kiosk by previous owner/manager who is no longer at the kiosk store.

    They kept me waiting   all day till 7pm Thurs Aug  3 for 30 min and when the fellow I saw in morning returned stated he did nor replace the back case with blue cover just put a piece of plastic over it called it laminated.

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

     

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

     

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

     

    I will not waste any more time with them as I have been give total runaround form the every beginning.

     

    I am very unhappy customer *** **** **** **** ******* **** **** ***** *** ******** ** *** *** *********

     



    Sincerely,



    Barry *******

    Business Response

    Date: 04/08/2023

    As per the receipt, it only shows the amount which customer paid last year. It didn't say anything about repair and free replacement. 

    Phone was repaired last year, there are chances that customer broke his phone and now he is claiming for free, still just for giving good service we repaired his phone (not replaced) for free and give him free back glass plastic lamination. 

    We trust customers but if customer is coming after 10 months wanting free back glass replacement that doesn't make sense it looks like he want us to do the repair for free. But still we provide him good service and we repaired his phone's back. Glass. 

    Reason why he waited for 5 to 6 hours: before doing his phone repair we have couple of others phone to fix/repaired by 6pm. 

    We get couple of cases every month in which customer wants to claim free repair on there devices. 

  • Initial Complaint

    Date:20/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My screen on my Samsung s21 plus died. It wasn't able to turn on. I took my phone to Mobile Care at Polo Park to get it fixed. The manager of this kiosk said that if it's only the screen it will cost $285 but if it has battery issues, another $30 will be added. I was ok with the price if it meant for my phone to be working again. I picked it up couple days later, got home realized my mobile data wasn't working (was only getting 4G or less) and the battery was worse than my previous one. I waited few days, hoping it'll change but my phone was going on emergency calls only and battery didn't keep long. Went back to kiosk, the guy said he'll change my battery but the mobile connection isn't his problem. He was blaming ******* for that. I went to ******* checked with them, they said there's no issues there. I then took my phone to ****** ****** where they scanned my phone and came to a conclusion that my LTE connection was not functional. I went with my brother again to Mobile Care, where the guy said "if I'm not able to fix your phone, I will provide you with a new one.* *** ***** Couple days after I got a call, where he said he can't fix my phone and the only solution I have is "either keep my phone the way it is and get $80 back" or " have my phone back with the broken screen and full refund." I didn't want to deal with these people again, I asked for my phone back. I didn't trust them with my phone. They have already done enough damage to it.

Mobile Care Polo Park is NOT a BBB Accredited Business.

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