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:01/29/2024

  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.

  Three times i have taken my phone to Mobile Rescue. Today Friday January 26, 2023 i went to Mobile Rescue to get my phone repaired since they have fixed it twice before. Matthew C***** was in the store and i told him i wanted him to honor my warranty. When he looked me up in the system he said that there was only one date i was there and the warranty expired. I told him i had in fact been there 3 times before to have the phone fixed. He said it was not there. I told him that my son had also fixed his phone there and he stated there was no record of that either. I explained to him the employee that helped me each time and he identified him as Marlon S*******. Each time i went Marlon would tell me that it was $130 to fix but if i used cash he would take $115 in cash. ( same thing he told my son) Because of this there was no receipt given to me. *********** law states I must be given a receipt. I believe this is why all the times i have been in the store is not documented in their computer system and neither is my son’s. I would like the warranty honored or a full refund. If not I will report to the appropriate state and federal agencies.

  Business Response

  Date: 02/24/2024

  To ******** --
  

  Hi ********, my name is Shihab, the owner of Mobile Rescue Tech Repair located in ***********. I'm the new owner of this location as of March 23, 2023(almost 1 year!). I remember this particular incident because Matthew had immediately contacted me after it took place. I viewed the incident on the cameras to get an unbiased perspective of the conversation; and took the following actions:
  

  -Found your information in our ticketing system to view repair history
  -Contacted Marlon to further understand the previous times you had been in and if/why we covered your device under our defective warranty
  -Contacted Matthew to gain clarification on if your device would be covered under our defective warranty which states that all repairs are warrantied for life given there is no physical damage. Matthew responded that he was unable to find physical damage which confused me as to why he would turn down doing a warranty repair for you at all. 
  -Instructed Matthew to give you a call/ contact you to come back in so we can cover your device under our defective warranty free of charge(Please see attached screenshot from our ticketing system)
  

  Unfortunately since we were unable to successfully get in touch with you, it has led to this which I am extremely sorry about; but I would like to make things right with a loyal customer. Please feel more than welcome to stop back in and we'll happily take care of your device.

  Additionally, since this incident and numerous other reasons, Matthew's employment has since been terminated and is no longer a part of Mobile Rescue.
  
  Thanks & Regards,
  Shihab A****

   

  
  

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Thursday, September 8th 2022 I went into Mobile Tech Rescue in *********** for them to repair the broken screen on my phone. Originally treated with disrespect, the employee's attitude changed when they realized I was a firefighter, because originally, based on my uniform, the employee stated that they thought I was a "cop". I returned later in the day to get my phone back and the screen was fixed. On Saturday, September 10th, I noticed my phone was not sending or receiving phone calls or text messages and that my service was constantly dropping. I originally thought it may be an issue with my SIM card so that I went to the *** store to have them put in a new one, and it didn't resolve my problem. I called mobile rescue and explained to the employee my issue and he stated that it was most likely due to something he did when fixing the phone and to bring it in the next morning and that he would fix it within an hour. When I arrived on September 11th, when they first were supposed to open, at 11:00 a.m. there was nobody at the store for opening. After waiting almost an hour the employee showed up. He called the owner of the store and explained the situation and stated that he didn't know what he did wrong, but that he would take it apart and put it back together to see if it fixed it. He then "threw in" a "complimentary" screen protector that was not installed properly/was defective. Four hours later, my phone was, again, not making, receiving or sending any texts, phone calls, and service was getting dropped. My wife called the store on her phone, because mine couldn't work, and asked to speak with the owner of the store. When leaving a "message" for the owner, the employee instantly became defensive and began yelling at my wife stating that "it worked when it left the store", and hung up on her. I now am without a working phone, which I rely on for my job as a ********** of a fire department, and I am out $400.
  Order # ***********
  Ticket I.D. *****