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:11/12/2024

  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 went to this business on Nov.23, 2024 to replace my broken Ipad screen. The cost was quoted at $*** *+taxes) and I had to put a 50% deposit down so they could order the screen. After tax I paid $****** for the deposit on the 23rd of November.
  
  On November 27, 2024 I went back to the store to get my screen replaced (part came in). My Ipad was in full working order (minus cracked screen) during this time. Employee (Usman) noted he is having trouble replacing it on site and needs to take it off site to fix. I left it with them over night.
  
  On November 28, 2024 I went to go pick up my Ipad and the company told me that they were able to replace my screen by my face ID is no longer working. Usman told me that there was a hair line crack in the chip? and when they were replacing the screen it grew bigger and is now unable to get the face ID to work with the new screen. I was upset about this because they promised me that everything would be back to how my ipad was without the broken screen.
  
  I asked to just put my old broken screen back on, but they couldn't and I would have to pay for the replacement screen anyway. I was unable to get my Ipad back unless I paid them an additional $** (+tax) to cover the costs of the screen. I ended up paying a total of $****** to get my Ipad back without my faceID working.
  
  My Ipad's battery now also drains exponentially fast due to this new screen. Looking this issue up on the internet the Ipad is trying to connect the Face ID services. This is due to a *********** apple part. (Cell Care assured me that their parts were ******* apple products)
  
  I now have to go purchase a new Ipad because of Cell Care's poor replacement parts *** ***** ******** ********** I gave them my Ipad to fix and they ended up damaging it even further while replacing my screen. I would like my money back from this business.

  Business Response

  Date: 07/01/2025

  Thank you for your email and for bringing this matter to our attention.
  
  I would like to clarify that this issue was never directly communicated to us by the customer, and we were not given an opportunity to address or resolve the concerns. Furthermore, at no point did we promise the use of ******* Apple parts for the repair. The customer agreed to aftermarket parts, which were used for the screen replacement.
  
  Regarding the issue with Face ID, this information was shared with the customer after the repair, and they chose to proceed with the service under those conditions.
  
  However, the customer should approach us first for a resolution instead of going to you directly. If we are unable to resolve the issue, they have other options available.
  
  Today, 6 January 2024, we called the customer to the store and issued a full refund of $***, even though it wasn’t our fault, and we had to bear the loss.
  
  In most cases, we do provide refunds, but if the loss is too significant, we may not be able to assist. Additionally, there are instances where customers return after months of use, claiming we didn’t fix the issue properly, even when the item is damaged again due to their own use.
  
  We would greatly appreciate it if future concerns or disputes could be directed to us directly so that we can address them promptly.
  
  Thank you for your understanding.
  
  CELLCARE St Vital Mall

  Customer Answer

  Date: 07/01/2025

   
  
  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,
  
  
  
  Alex ***********