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:03/18/2025

  Type:Sales and Advertising 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 sent them a complete speedometer assembly for repair. They charged me $197.81 to complete the repairs. They returned it and no repairs had been completed. I requested a refund and they only refunded $144.49. I'd like my $53.32. They have stopped all communication after i requested the additional monies.

  

  Business Response

  Date: 05/15/2025

   

  Dear ****, 

  Were sorry to hear about your dissatisfaction with the repair service, and we sincerely apologize for the incomplete speedometer repair. This is not the experience we aim to provide.

  Upon reviewing your transaction, you were charged a total of $172.31. We have refunded $144.49 to your account . The remaining $27.82 is a shipping fee charged by a third-party shipping carrier and, we unfortunately cannot issue a refund for that portion.
  

  We hope this provides clarity, and we truly appreciate your patience and feedback. Please reach out if you have any other questions or unresolved concerns.

   

  Warm regards,
  Liza
  Customer Engagement Specialist

• Initial Complaint

  Date:01/25/2025

  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.

  Had an odometer updated. Paid $69.99 for rush. So not sure how you rush a 1 day turn around time but you get free returning shipping if you use their shipping label which in my case was ***** which is $23.**. They received it in two days. Return? Oh no, **** so the free return shipping is slow as h*** So I ****** away $69.99. They also ***eatedly remove a $20 coupon code. I had to call to get the invoice fixed before paying. Still hasnt shipped out, just label created. So I cant account for their quality of work yet but I can tell you they are not worth the money already. As nothing was rushed and used the cheapest/slowest return option.Customer service is very friendly answers every time and correct their invoices if you catch it before you pay.Appreciative of the job (Im assuming) is done correctly but the false rush for $70 is disappointing.Update to response: I spoke with a *** who called over the review who then switch my return shipping from **** to *** two days ago but still they have not received the package. So now its been shipped for 4 days in total but neither carrier has received the package. Weather or no weather this wouldnt have been am issue had it been shipped out like I paid for it to be. I want my $69.99 RUSH refunded. I submitted an email stating that vary thing but yet no response and *** still doesnt have cluster. Ill be escalating this via ****** if *** does not receive my cluster today and Im not refunded for the RUSH fee I paid.Via conversation with ****** 01/24/2025 I spoke with management and for 100% certainty *** now has your package. 13 hours later. *** status is still waiting to receive package. dispute has been filed with ****** for a full refund. ALSO WHERE IS MY GAUGE CLUSTER!??????!

  

  Business Response

  Date: 05/15/2025

   

  Dear *****, 

  We sincerely apologize for the inconvenience and frustration caused during your recent experience with UpFix. Your time and trust are extremely important to us, and we appreciate you walking us through the details of your order. Your feedback helps us better understand how we can improve, especially in situations requiring urgency.

  The rush repair service includes expedited handling, but in rare cases like yours, additional testing is required to ensure the reliability of the part before its returned. While **** is our default shipping method, we are happy to honor requests for *** or ***** if informed before shipment. We understand the lack of updates added to your frustration, and we regret not keeping you informed in a timely manner.
  

  Were grateful for your positive comments about our customer service team and are glad you appreciated the support they provided. As part of our commitment to resolution, weve refunded $93.55 to your account, covering both the rush fee and a discount. Tracking confirms your package was successfully delivered on January 28, 2025, at 11:50 AM. Please dont hesitate to reach out if you need further assistance.

  Warm regards,
  ****
  Customer Engagement Specialist
  

• Initial Complaint

  Date:06/22/2024

  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.

  Please see attachment

  

  Business Response

  Date: 05/15/2025

   

  Dear *****,

  We sincerely apologize for the negative experience you had with UpFix. This is certainly not the level of service we strive to provide, and we truly value your trust and business. Thank you for walking us through your journeywe understand the frustration and disappointment you felt, and your feedback helps us better understand how we can improve.

  Our technicians conduct a wide range of tests to evaluate the performance, safety, and reliability of every part before it is returned. We aim to ensure that every component functions properly before being reinstalled into real-world conditions. Unfortunately, despite our efforts, its clear we missed the **** in your case, especially regarding communication.

  We regret that you had to make repeated calls just to receive updates. This is not acceptable, and we are reviewing our customer service processes to address these gaps. We would appreciate the opportunity to make things right and are here to assist you in resolving your concern to your satisfaction.

  Warm regards,
  ****
  Customer Engagement Specialist

• Initial Complaint

  Date:04/08/2024

  Type:Delivery 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.

  Dear Recipient,I am writing to file a formal complaint regarding my recent experience with order #*********. Despite my repeated attempts to resolve the matter, I have encountered significant issues with the delivery process and overall customer service provided by ********************** ****On March 12 2024, I placed an order with Upfix **** for a ***** 5 Transmission Control Module. The item was fixed on March 18, and despite assurances of prompt delivery, it remained stuck in for over a week. The item was finally shipped on March 26 after several follow-ps I had with Upfix, but it has been bouncing back and forth in transit between ****** and nearby cities for an unreasonably prolonged period, spanning two weeks. The delays persisted despite receiving notifications from Upfix that the order was "out for delivery."Attempts to seek resolution through **** customer service proved fruitless. I was instructed by **** to direct my inquiries regarding the package to the sender, Upfix ****, exacerbating the inconvenience caused by the delays.Throughout this ordeal, I have made multiple attempts to contact Upfix ****'s customer service department, only to encounter unhelpful responses and blame-shifting tactics. Despite Upfix's claims of superior customer service, my interactions with their representatives, particularly "******," were characterized by disrespect and a dismissive attitude. Notably, ****** failed to inform me adequately about potential delays associated with **** shipping, thus leaving me uninformed and unfairly burdened with the consequences.Additionally, regarding the management of customer feedback on ********************** ****'s website, after posting a review detailing my experience, it was promptly removed, raising doubts about the transparency and authenticity of reviews displayed on the company's platform.I hereby request a resolution to this matter, including appropriate compensation for the inconvenience and dissatisfaction caused.Sincerely,*********************************

• Initial Complaint

  Date:08/22/2023

  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.

  Order #********* $165.99 I contacted UpFix regarding my truck's instument panel. They had me send it in, performed diagnostics (6/13/23), claimed to repair all issues (6/15/23). I received the panel back and it was still not working. I contacted them again, at which point they sent me some troubleshooting guidelines, which I followed and still no luck. They had me send the panel back (6/29/23), claimed to find no issues and returned. I installed again, didn't work. I got frustrated, took the panel to my local dealership where they determined it needed a new circuit board, repaired it for $312.50, and I succesfully re-installed it. I reached out to UpFix on 7/30/23 and have heard no response.

  

  Business Response

  Date: 05/15/2025

   

  Hi ***, 

  Thank you for bringing your concerns to our attention.

  First and foremost, we sincerely apologize for the inconvenience you experienced with the instrument panel repair service for your truck. We understand how frustrating it can be when a critical component like this doesnt function as expected.

  Our technicians performed diagnostics and repairs on your unit and conducted a final bench test to confirm functionality before returning it to you. When you informed us the issue persisted, we provided troubleshooting steps and asked for the unit to be sent back for reevaluation. At that time, no additional faults were detected during testing.
  

  Despite our efforts, we acknowledge that the repair did not resolve the issue on your end. We regret that this situation led to additional time, expense, and frustration for you. As a resolution, we have processed a full refund of $165.99 to your original payment method.

  We appreciate your feedback and are reviewing this case internally to improve our services.

  Warm regards,
  ****
  Customer Engagement Specialist

  Customer Answer

  Date: 05/19/2025

   
  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.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:07/10/2023

  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.

  Original order was May 1, ******************************** just about a week it was sent back "repaired" Upon receipt I correctly connected the unit in and saw that parts that were functioning when it was sent in were no longer working, the gauges that were not working correctly were sill not working. I was told it was a problem with my car not the 'repaired' cluster. The company offered to 'fix' again but I was not comfortable sending it to this company possibly causing more problems. I bought a used part locally and it worked as it should. I told them I wanted a full refund because I had a technician check the 'repaired' one and I was told that the gauges were not set correctly and the air motor that the company says they replaced was not replaced. I received a partial refund but feel I was deceived about the scope and depth of the repair. I want to have the shipping cost to also be refunded. The amount not refunded is $20.82 I had to buy a used cluster ($60) and pay a local shop to have the mileage corrected ($80)

  

  Business Response

  Date: 07/18/2023

  Dear *************************,

  I hope this email finds you well. I am writing to address an issue that recently came to our attention regarding the refund you requested. Firstly, I would like to express my sincerest apologies for any inconvenience this may have caused you.
  We understand that you recently requested a refund for [product/service], and we truly regret to inform you that an oversight occurred during the refund process, resulting in an incomplete refund. We deeply apologize for our mistake and any frustration or inconvenience it has caused you.

  Upon reviewing your account, we have identified that an amount of $20.82 was not refunded to you as it should have been. Please know that this was an unintended error, and we take full responsibility for the oversight. Rest assured, we have already rectified the situation, and the remaining amount has been promptly refunded to your original payment method.

  We understand the importance of ensuring a seamless and hassle-free refund process, and we are genuinely sorry that we fell short of your expectations. Your satisfaction is of utmost importance to us, and we strive to provide exceptional customer service at all times.

  In light of this error, we would like to extend our apologies once again and assure you that we have implemented measures to prevent such incidents from happening in the future. We value your feedback and consider it vital for improving our processes and customer experience.
  If there is anything else we can do to make amends or address any additional concerns you may have, please do not hesitate to reach out to our customer support team at [customer support contact details]. We are committed to resolving this matter to your complete satisfaction.

  Thank you for your understanding and patience in this matter. We genuinely appreciate your continued support as our valued customer. We hope that you will give us another opportunity to serve you and provide the exceptional service you rightfully deserve.

  Once again, please accept our sincerest apologies for the inconvenience caused. We are truly grateful for your understanding, and we look forward to restoring your trust in our company.

  Warm regards,
  *************************** | Customer Service Manager | ********************

• Initial Complaint

  Date:02/24/2023

  Type:Delivery 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.

  Received my item back from Unfix after they attempted to repair the front panel of my ******* oven. The touch panel does not work so I called to receive help (Warranty Expires: 02/01/2024 per their email). I received the initial response on 2/6/2023. I replied back on 2/7. No one responded until 2/10 and the response was to call in again. I advised that I already have done that and that I was told to reply back to the email when called. They didn't respond until 2/13 and told me that there will be a return shipping label for me to send the panel back to them. I still have not received the shipping label to this date (as of 2/24 today). They continue to tell me that the label was sent to my email address which is the same email that I have been communicating with them. I checked my inbox, including the junk email, and confirmed that there was no shipping label received on my end. I asked to provide the tracking number so I can confirm that the label was even created in the first place but the technician (who is supposed to create the shipping label for me) is not responding to my request.

  

  Business Response

  Date: 02/27/2023

  Good Morning,

   

  We do sincerely apologize if you never got the return label to get your part back in. We did generate a new one and we attached it manually to an email for you as a PDF. Please let us know if you do not get that. 

• Initial Complaint

  Date:02/05/2023

  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.

  I would like to file a complaint against the following company: *********/UpFix.com, **************, UpFix, **************************************************************** Found online, website says can fix and replaces all parts known to wear out, 100% Satisfaction Guaranteed, Return and Refund Policy says if not happy with purchase within 14 days they will give full refund less shipping when they receive the part back, BBB member. Sent in home owners oven display part for read out too dim. They say its fixed, charge $157, we receive, display still too dim for home owner to read AND now the up button for setting time and oven temp, etc, is not working. I call ***************** she says 24 hours for tech to get back with me. Took five days and phone calls to get tech on phone, I tell him too dim and extra problem now, he says sending email and return ship label. Email from tech says After testing, display easy to read but dim due to age, so now they CANT fix it. Its either easy to read or too dim, cant have both. Dim is why repair is needed and they said it could be done, but it wasnt, and now we have extra problem since they worked on it. I call Cust Ser to request refund, she says have to have a receipt showing you paid to have the part replaced new or rebuilt by others and she wished the company owners would put that on the website. The part is no longer available new. The Return and Refund Policy DOES NOT state that. Since they cannot do what they say they can do, all I would like is to get a $157 refund for my client. There is no reason to send part back to them since they now say display cant be fixed, why did they charge ** in the first place? BBB website says they have been warned about using BBB logo for years and not being a member.

  

  Business Response

  Date: 05/10/2023

  I have processed a full refund of $157.96

• Initial Complaint

  Date:12/18/2022

  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 sent in the mother board to my stove after an appliance repairman told me I needed it fixed. Once I got it back even more things were broken making the whole white range unusable not just the oven as before. It is a week before the holidays and they dont even respond this was today I got it back December 18 2022

  

  Business Response

  Date: 06/01/2023

  Sometimes it is hard to say why something works here for us and not when they get it back. The unit was energizing fine here and was operational. I'm not sure how we made anything 'worse' as we didn't touch anything but their issue. The only thing I know to offer on the technical side is to have another look.The good news about this subject is we have skyrocketed our testability on ovens and I made a universal oven tester that can test most of our ovens.