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:12/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  January 5th, 2024. I took my phone to MobileCare in my local mall to repair the back glass on my iPhone 12 Pro Max. When I received the "repaired" phone, it was covered in glue and wrapped in elastic bands. I was told by employees at 2 other stores in the mall (************ and *******) that this was unusual for the type of repair I received. When I turned the phone on it would not connect to my provider and when I asked the employee about it, he said it was an issue with the hardware. He did not provide the name of a manager and claimed he was the only employee who worked there. I explained to him that I talked with a different employee a few days earlier and when I insisted I talk to someone else, he called the other technician who he claimed had just moved to Alberta. After speaking with the person on the phone, both of them insisted I leave my phone to be looked at and picked up the following day. When I went in the next day, the employee then claimed it was a software issue and that he was not responsible for the damage to my phone. He said I should update my phone and that would fix it. When I explained that the phone was working when I brought it in and then subsequently damaged while under their care, he said it was not his fault. He then insisted on giving me a refund after I told him I filed a complaint with the mall. He tried to give me his own money for the refund, instead of going through the proper channels with the company. While I did get most, not all, of my money back, I now have to replace my phone which I paid over $2,000 for. There was also someone behind the counter working on phones and helping customers who was not wearing a uniform. This was unusual considering he claimed to be the only person who worked there.

  Business Response

  Date: 02/02/2024

  This is regarding the complaint letter we received about iPhone 12 pro max issue. I did talked to the employee at the store and tried to figure out what actually happened. As we received the phone the back was broken the guy at store didn't checked the network signals and just fixed the back. Later on the lady came back and started yelling that we caused the issue. We tried our level best to figure out the issue and to our best knowledge it seemed like a software update issue. She asked for refund and we already refunded her money. 
  
  We always try to give best customer service to our customers but being human mistakes can happen in any scenario. As our employee didn't checked the phone so we will take care of it and will resolve the issue by replacing her device. We will give her a call in morning and try to reach a solution.
  
  
  Best Regards
  
  Thanks,
  ****** *******
  

  Customer Answer

  Date: 27/02/2024

  I originally filed a complaint against Mobile Care for an issue that occurred on January 5th, 2024. The complaint number is #********. I took my phone to a location in ****************, that is operated by *************************** and received a broken device in return. ****************** responded and said he would provide a replacement device. I spoke to him on February 7th, 2024 and he assured me he would provide a new device. Since that call, I have not heard anything about the status of the replacement phone. I called a week later on February 14th, and have since left two messages. I have not received a call or any other communication regarding the replacement. When I try to call ******************, it goes to voicemail. The customer service with the original employee was horrible and since then I have received nothing but promises that are not being fulfilled from the owner. I am requesting the monetary value of the phone as well as an apology from ****************** for the horrible customer service.

  Business Response

  Date: 27/02/2024

  We contacted the customer and discussed the issue in detail. We offered her a replacement device (not brand new) but for that she had to turn in her old device at our store. She refused to do so and told us she already traded in her device and got a value for it from carrier , Now she is demanding a brand new device and refused to give us old device. We really want to resolve the issue but the way she wants is totally unjustified. 

  Customer Answer

  Date: 27/02/2024

   
  Complaint: 21123782
  
  I am rejecting this response because: I do not want a brand new device as the response is trying to dictate. I agreed to receive a refurbished phone but when I was told I needed to trade in the old phone, and explained that I already traded it in with another company, ****************** said he would transfer me a similar value for an Iphone 12 minus the repair costs of $190. I am requesting this transfer to be completed promptly as it is not unreasonable considering the events that transpired
  
  Sincerely,
  
  *****************************