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:08/29/2023

  Type:Product 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.

  Orig date of sale was 06/23/23 to replace cracked screen on phone. Between 6/23 and 8/22/23 I made 5 trips total there and each time they worked on phone under their 90 day warranty the phone repairs got worse. I paid him $153.47. Finally the phone stopped working and I could not get it to come back on. I went and requested a refund bc I was going to have to replace the phone now. ****** the owner gave me a hard time and called me derogatory names to my face and did not want to refund my money. I told him I was going to have to get a new phone now and I needed to take the old phone to ******* long enough that they could try to transfer my data to a new phone. He didn't want to refund my money until he got the screen back that I had bought from him. I agreed but then he said it was too late that day to do it said I would have to leave it and pick up the next day. I was not willing to leave my personal info on the phone in his hands. He wanted my Driver's license to hold until I got back and I said I can't drive without My license. He finally agreed to go ahead and take the screen off bc he said he didn't want to see my face again. Upon taking his screen off he said it was made onto the upper case so he could not return that case to me and instead handed me a box full of random parts that came out of the phone. He made me sign a refund receipt stating I took parts with me. I have a Pic of the destroyed phone he returned to me I can provide. ******* said they could not do anything with parts and that I still owed $255 on that phone. I had to purchase another phone and since he destroyed my phone like he did I am requesting he pay me the balance I owe for that phone $255 as this has put a financial burden on Me now paying for two phones each month. I am willing to settle for that amount even though it cost me a lot more than that for the numerous times I had to leave work early enough to get there before they closed and the gas to go each time.

  Business Response

  Date: 09/11/2023

  The initial screen repair, which was performed on June 23, 2023.

  We would like to clarify the subsequent events as follows:
  Speaker Repair on July 7, 2023: You reported an issue with the loudspeaker, which we addressed on July 7, 2023, at no additional cost to you, as a goodwill gesture, despite it not being related to our initial repair. We take pride in our commitment to customer satisfaction.

  Complaint on August 23, 2023: On August 23, 2023, you visited our store and complained about your phone not turning on. We understand that there was a misunderstanding, as the phone was indeed functional when we tested it. We appreciate your patience as we demonstrated the phone's functionality to you.

  Refund Request: You expressed your desire for a refund during your visit. We value our customers' satisfaction and understand your concerns. However, as per our standard procedure, in order to process a refund, we required the return of the screen, which was replaced as part of the initial repair. The screen is an integral part of the repair service provided, and without its return, we are unable to issue a refund.

  Refund Resolution: After some discussion, you agreed to proceed with the removal of the screen. Upon opening the back of the phone, it became apparent that the phone model in question had the screen integrated with the frame of the device. In an effort to clarify this intricacy, I proceeded to explain this to the customer. However, she appeared to have difficulty comprehending the technical details of the phone's construction. To provide a visual understanding, I returned to the front of the store and displayed a similar phone with the same screen and frame integration. Despite this demonstration, the customer remained resolute in her request for a refund, stating, "I don't care, I just want my money back," emphasizing her determination to proceed with the refund even if it meant retaining the integrated screen and frame.

  We refunded you in cash, as per your request, and you signed a receipt acknowledging the return of all parts except for the screen with the frame.

  Attachments: Screen Structure / Christine3.zip (conversation about returning the phone without the screen and how is the screen structure)

   

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20537906
  
  I am rejecting this response because:
  The owner, ****** was rude and unprofessional to me by saying to my face that I was being a "B****" and it's funny that when I initially took the phone in to be repaired that they were able to remove it without it being integrated into the case as he claims but then suddenly it's integrated so that by the time he refunded the money I paid him he totally destroyed the entire phone and gave the parts back individually in a box that did not even resemble a phone at all anymore. Even ******* said they could do nothing with the parts in the box like he returned to me, and since I still owe a balance to ******* on that phone now plus had to buy a new phone so I'm having to now pay for two devices on my account, I think it's only fair that he pay me $255 for the balance I owe on that phone since he destroyed it totally. Also when I first took the phone in to replace cracked screen there was nothing wrong with my speaker, but once they replaced screen it suddenly started having issues with the speaker - it was so bad you could barely turn volume up before it made a lot of crackling and static noises so my belief is that they used too much glue on it and it got into the speaker or damaged electrical components that made those issues and when his technician replaced the speaker it continued having problems, so this "good faith" repair was no good at all but then made it worse because the phone suddenly shut off and I could not get it to come back on at all. When I took it to his store asking for a refund because I'd made 5 trips total from Arab,** where I worked to his store in ************ and then he got totally ugly with me calling me names and such even his own coworker could not get the phone to come back on So the coworker went to him with it and he somehow got it to come back on. He proceeded to tell me I was being a "B****" and used that term repeatedly which in turn upset me more every time he used it. So unless he pays me $255 for what I owe on my phone I am going to proceed with taking him to small claims court and he will end up paying more than that.

  Sincerely,
  
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