Complaints

This profile includes complaints for Phone Medic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Phone Medic has 5 locations, listed below.

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  Phone Medic

  1210 North Ave Grand Junction, CO 81501-3143

• 

  Phone Medic

  4250 E Main St Farmington, NM 87402-8632

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  Phone Medic

  2424 Old US Hwy 6 & 50 Grand Junction, CO 81505

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  Phone Medic

  1300 W Maloney Ave Gallup, NM 87301-5394

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  Phone Medic

  1145 S Camino del Rio Durango, CO 81303-6811

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:07/15/2024

  Type:Service or Repair 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.

  I took my phone to phone medic to get the charger port replaced they told me they would have to order the part so I waited a week and then took my phone back in for them to change my charger port my phone works just fine when I took it into them I had no issues with it keeping the network I had no issues with it being able to be reset then I took it into phone medic and they changed my charge report and ever since they've changed my charge report my phone hasn't been able to stay on the network I tried to reset it back to factory and I don't even have my hard reset it also is a Motorola phone but it has Samsung parts in it I've taken it back in three times four times now since then about this issue and they keep telling me they can't do anything to fix it that they didn't do anything to cause the issues which I know is not true because it had no issues until I took it to them I called Motorola since then they said there's no way they would have Samsung parts in any of their devices I called my carrier and they told me there's no there's no network issues they can't figure out why my phone won't stay on the network and something that they did to my phone now I can't even reset it back to factory but they're taking no responsibility for the issue and they haven't even tried to fix it they told me I could leave my phone with them for 2 weeks and they might be able to fix it. I trusted them to repair my phone and the caused it so I can't even use my device I have never had a issue with my phone other then a charging problem never a issue like I am having now and now I can't even reset it because of what they did do it that they were not even supposed to do anything with my phone other then replace the charger port. They tell me they might be able to fix it, but I have to leave my phone with them for 2 weeks that is absolutely unacceptable I need my phone for my work. I can't go without it for 2 weeks

  Business Response

  Date: 08/02/2024

  We fixed the charger port on this customer's phone.  The charger port is functioning with no issues.  The customer is concerned about the device switching from a 4G to a 5G network setting.  This is common in all devices.  This has been communicated by not only our staff but also the carrier service representatives.  Furthermore, this customer has stated that "it is a Motorola phone, but it has Samsung parts".  The only way this customer would know what the internal parts of the device are, is by opening the device and looking inside.  Our store locations do not have the ability to switch out Motorola parts for Samsung parts.  That is outside of the scope of a charger port repair.  Should the device have been opened by someone other than our staff for the charger port repair that was completed, then I cannot speak to what may have occurred when someone else opened the device. 

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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.

  I was lied too when purchasing a part. They told me 5 business days and did not communicate at all after calling several times. 3 weeks later, I kept calling to find out what the problem was. I tried to have a manager call me back and they never did. I had to keep calling. Finally getting a hold a manager, the manager refused to give me a refund because I could not locate my invoice after 3 weeks of waiting. I was not informed at all that I would need to keep my receipt for any reason. I was not informed it would take so long for the part to come in. The manager was rude and unhelpful. The manager did not care to resolve the problem at all. I want a full refund, excluding the services I paid for on the day the part was ordered.

  Business Response

  Date: 06/06/2023

  We are more than happy to help this customer receive a refund.  Our manager explained to her that we have two options: 1.  Provide her receipt for a full cash refund.  2. Without a receipt we can provide in store credit for her refund.  This customer refused both options.  

• Initial Complaint

  Date:03/17/2023

  Type:Billing 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.

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  ******* ****

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  his unethical charge and will being take them to court for fraud.
  
  There is no prove from them that there is a cancelation fee inplace. Until then, this and and staff are nothing but shady. To make matter worse I had to deal with rude and disrespectful puke. This company needs to be shutdown for fraud and unethical practices.

  Business Response

  Date: 05/06/2023

  This customer dropped off the device to our store location for repair.  Our technicians immediately began working on and repairing the device.  The customer came back into the store mid-repair and demanded his device back.  Our technicians had to then stop the repair and laser machinery mid cycle.  All of our paperwork states that we charge a minimum of $50 for labor fees.