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:09/14/2023

  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 will include the original email that I had sent to that store as well so you can view that. I had issues initially with my **** ****** * being fixed due to them incorrectly fixing it and returning it to me, once I had brought it back I was told no one did any quality control on it and that I should not have gotten it without them checking it. I still decided to pay for the service and let them send it off to be repaired via a third party and once that repair was complete I received the device damaged. I called the store back and sent them an email detailing what had happened as I was instructed and did not receive any call or email back. So yesterday I called the store and spoke with the manager, who had no idea what was going on and the issue I was having, he actually stated that he hasn’t looked at the store email and told me to wait while he looked for it. Once he viewed the email it was explained to me that he wasn’t going to be able to do anything and that he believed I was lying, after a few minutes of back and forth and him actually looking at the pictures and videos I had sent he apologized and said yeah it looks like it was damaged. Still telling me that there’s nothing he can do about it, and kept calling the damage “minor and normal.”

  Business Response

  Date: 09/25/2023

  Hi. We had already contacted the customer and he agreed to a partial refund. Does this still need a response? I figured he would have closed this out now. Please let us know if a further response is needed.

  Business Response

  Date: 09/26/2023

  Hi. We had already contacted the customer and he agreed to a partial refund. Does this still need a response? I figured he would have closed this out now. Please let us know if a further response is needed.

  Customer Answer

  Date: 09/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ****** **********

   

• Initial Complaint

  Date:07/12/2022

  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'm extremely disappointed with both their lack of integrity and skill with repairing. As a former IT worker and cellphone repair man, I only went to this location to avoid having a broken phone for weeks while I waited for the parts to arrive. During the day that the phone was in their possession, The claimed they were unable to diagnose the problem due to the phone not powering on. (This was the original issue and I suspected a bad battery or mainboard). However, when I picked up the phone, I was able to start it up. Only now the digitizer was not working. I decided to take the phone apart myself in hopes that they forgot to plug the ribbon cable back in but instead I found a ripped ribbon cable. I asked them to replace the screen they broke but they claimed it wasn't them and would not fix it. I contacted the corporate office and the owner of this business still would not cooperate with corporate's request. I should not have to pay $70 out of my pocket to replace the screen they broke. At this point, I don't trust the business to replace my phone screen and simply want them to either send me a new screen so I can make the replacement myself from ********************************************************************************* or another credited store, or the funds to order it myself. A business should be held liable for damages they incur on a customer's device.

  Business Response

  Date: 07/29/2022

  Our response below.

   

  **** ***** brought in his Pixel 2 for a free diagnostic. Upon check-in he noted it would not power on and had no signs of life. We performed a free diagnostic using Google Official parts and tools. The technician was able to get some of the phone working and discovered it would need extensive parts that equaled well over the value of the phone to repair. The customer's phone was put back to stock and was considered unrepairable due to the amount of work it would need. It is worth noting that if we cause damage to a phone or part during our repairs or diagnostics we will cover it. During the diagnostic, no parts were damaged. **** then picked up the phone and proceeded to work on the device himself. We believe he damaged the screen as it is difficult to remove the screen safely without proper tools and training.