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:09/08/2022

  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.

  June 2022 my ** stopped working. Took my device to Huddle Repair Service in ********* *****. I paid 2 payments, one for $79.00 on June 30, 2022 and $53.74 on July 26, 2022. Huddle Repair Service took close to one month to fixing the problem. Stating that the company sent the wrong part. I requested a senior discount and was denied. I don't drive so he offered to deliver it to me. He delivers making sure that the ** was working properly. A week goes by and ** stops working so I called him up. He told me that he would be coming back by to pick it up. A week goes by and never did as agreed upon. I called Huddle Repair Service yesterday August 31, 2022 he said that he will come by on his lunch break never showed up nor bothered to call me saying why he wasn't able to make it. Not wanting to talk to him for the 10th time since July 22, 2022 I decided to text him telling him that it wasn't cool not to at least make a curtosey* call and instead of writing that word cause of my not spelling it right put respect in place of it. He calls me right away. I didn't pick up and left me a rude message saying that when he delivered the ** that he did so out of the kindness of his heart and that he didn't make it as promised was because of him having to wait for ***** to deliver a package then had to share with me that he was finely able eat and his trash was still on his desk. He then went on to tell me that he will not be picking it up and that I would have to bring it in. As I stated earlier, I don't drive. Now I will have to call for a taxi to get it there. I'm disabled and on a fixed income. Sure I should have went to ******* and had it delivered for about the same price but the ** won't fit in my garage can saving the landfill of less needed clutter. Huddle Repair Service has a 4.8 ratings and that's why I decided to take it in to be fixed. I hope that I have explained to the best of my knowledge. Thank you for your time.

  Business Response

  Date: 09/08/2022

  First off, I'd like to say, even though I did say i would pick up the ** after the claim of it not working, I do not advertise for pick-up and drop-off services. I do not insure my vehicle for business use, and I do not assume responsibility if a device is damaged while in the care of the customer. That being said, I have included a call log between myself and the customer. As you can see, since 8/3/22 there has been 5 incoming calls, 2 of which were missed due to me being out of the office or with another customer. FOR NO REASON should I assume that this customer takes ***** over any other customer. You will also see that I returned the missed calls at my earliest convenience. I also retained a recording of the voicemail I left and will provide it if necessary. I did explain to the customer that I had an important package i was waiting on, and that i would stop by, as a courtesy, during my lunch break. Unfortunately for me and the 5 customers that were waiting on parts for that day, my parts didn't arrive until about 2:30 in the afternoon. I received a text from the customer at ******, just as i was finishing my lunch that i had delivered because I was unable to leave my shop due to ***** delivery and walk-in clients. She stated, and I quote "This is ********************* not cool of you not coming by during your lunch break. Please show me some respect as a business owner and do what you say. How hard can this be?" Now, she is expecting a certain level of "respect" from me but doesn't want to offer that respect to start. When i chose to call her instead of text her, it was to explain why I hadn't stopped by and to set up a new time for me to stop by that day. Unfortunately, she declined my call and sent me to voicemail after 1 ring. I stated in my voicemail that it was a courtesy and that it is not my responsibility to make sure my customers can get their devices to my shop. That i would NOT be stopping by to pick up her tv since she couldn't offer me the respect of talking to me or finding out the reason for me not making it to her house, in the first place. However, I did tell her I would still honor my warranty, and when she could get the device to me that I would find out what the problem was, and if it was tied to the repair i did, that i would warranty it. I still stand on the same statement. I will NOT go to this customer's home for pick-up or drop-off, and I WILL honor my warranty and fix it free of charge if the problem coincides with the original repair that i did.  

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17810840
  
  I am rejecting this response because: my phone calls began in June 2022. I called Huddle Repair Service 7 times and paid $79.00 on June 30, 2022. Huddle did not call me during the month of June 2022.

  In the month of July 2022 I called Huddle 2 times and paid $53.74 on July 26, 2022. My phone number was ************.

  August 2022 i called Huddle Repair Service with my new phone number ************ for a total of 7 times. Huddle Repair Service calls me 2 times, once on August 9, 2022 saying ** is ready. I asked for a senior discount Huddle over our phone conversation on the 9th and was denied. I asked ****** again when he delivered to my residents and was denied again. During the August 9,2022 conversation did ****** explain to me that he normally doesn't deliver. Nor did ****** ever have such a conversation stating that policy of no delivery.  On August 24, 2022 I called ****** saying that the ** stopped working and then told me that he would be by later that afternoon. ****** never called to reschedule nor did he pick up my ** as agreed upon. On August 31, 2022 I when I called Huddle at 9:36am to remind him that the ** is still not working. The he said that he would be over to pick up my broken ** during his lunch hour. ****** didn't call to reschedule as agreed upon cause he was waiting for a ***** delivery. Then at 2:54 pm I texted Huddle Repair Service saying that it would have been. " courtesy " had he called to reschedule as he said he would. Instead of writing "courtesy" because I didn't know how to spell it wrote "respect" instead. ****** called me not a minute later. I denied the call and it went to voicemail. I denied the call for the sole reason that he would only make up an excuse just like the numerous times before. 

  I have screenshots of all I have said here. I will try to show proof if I can figure out how to do so. 

  All I have ever wanted from Huddle Repair Service is to be straight forward with me and at least give me a courtesy call saying that...

  Whatever excuse was warranted during one of my numerous phone calls to Huddle Repair Service. That is when I decided to file a complaint with BBB on September 1, 2022

  My phone screen is so small it's next to impossible to read what and where I am supposed to submit my screenshots. Just took a SS of how my phone screen looks like for added proof. Please explain how to submit all of the screenshots. I have proof so I can explain how I felt with all my correspondence with Huddle Repair Service and the utter disappointment with my dealings with this business. Thank you.

  
  Sincerely,
  
  *****************************

  September 10, 2022

  Customer Answer

  Date: 09/14/2022

  From BBB
  MESSAGE FROM BUSINESS:
  
  First off, I'd like to say, even though I did say i would pick up the ** after the claim of it not working, I do not advertise for pick-up and drop-off services. I do not insure my vehicle for business use, and I do not assume responsibility if a device is damaged while in the care of the customer. That being said, I have included a call log between myself and the customer. As you can see, since 8/3/22 there has been 5 incoming calls, 2 of which were missed due to me being out of the office or with another customer. FOR NO REASON should I assume that this customer takes ***** over any other customer. You will also see that I returned the missed calls at my earliest convenience. I also retained a recording of the voicemail I left and will provide it if necessary. I did explain to the customer that I had an important package i was waiting on, and that i would stop by, as a courtesy, during my lunch break. Unfortunately for me and the 5 customers that were waiting on parts for that day, my parts didn't arrive until about 2:30 in the afternoon. I received a text from the customer at ******, just as i was finishing my lunch that i had delivered because I was unable to leave my shop due to ***** delivery and walk-in clients. She stated, and I quote "This is ********************* not cool of you not coming by during your lunch break. Please show me some respect as a business owner and do what you say. How hard can this be?" Now, she is expecting a certain level of "respect" from me but doesn't want to offer that respect to start. When i chose to call her instead of text her, it was to explain why I hadn't stopped by and to set up a new time for me to stop by that day. Unfortunately, she declined my call and sent me to voicemail after 1 ring. I stated in my voicemail that it was a courtesy and that it is not my responsibility to make sure my customers can get their devices to my shop. That i would NOT be stopping by to pick up her tv since she couldn't offer me the respect of talking to me or finding out the reason for me not making it to her house, in the first place. However, I did tell her I would still honor my warranty, and when she could get the device to me that I would find out what the problem was, and if it was tied to the repair i did, that i would warranty it. I still stand on the same statement. I will NOT go to this customer's home for pick-up or drop-off, and I WILL honor my warranty and fix it free of charge if the problem coincides with the original repair that i did.
  
  Then I wrote...
  Complaint: 17810840
  
  I am rejecting this response because: my phone calls began in June 2022. I called Huddle Repair Service 7 times and paid $79.00 on June 30, 2022. Huddle did not call me during the month of June 2022.
  
  In the month of July 2022 I called Huddle 2 times and paid $53.74 on July 26, 2022. My phone number was ************.
  
  August 2022 i called Huddle Repair Service with my new phone number ************ for a total of 7 times. Huddle Repair Service calls me 2 times, once on August 9, 2022 saying ** is ready. I asked for a senior discount Huddle over our phone conversation on the 9th and was denied. I asked ****** again when he delivered to my residents and was denied again. During the August 9,2022 conversation did ****** explain to me that he normally doesn't deliver. Nor did ****** ever have such a conversation stating that policy of no delivery.  On August 24, 2022 I called ****** saying that the ** stopped working and then told me that he would be by later that afternoon. ****** never called to reschedule nor did he pick up my ** as agreed upon. On August 31, 2022 I when I called Huddle at 9:36am to remind him that the ** is still not working. The he said that he would be over to pick up my broken ** during his lunch hour. ****** didn't call to reschedule as agreed upon cause he was waiting for a ***** delivery. Then at 2:54 pm I texted Huddle Repair Service saying that it would have been. " courtesy " had he called to reschedule as he said he would. Instead of writing "courtesy" because I didn't know how to spell it wrote "respect" instead. ****** called me not a minute later. I denied the call and it went to voicemail. I denied the call for the sole reason that he would only make up an excuse just like the numerous times before. 
  
  I have screenshots of all I have said here. I will try to show proof if I can figure out how to do so. 
  
  All I have ever wanted from Huddle Repair Service is to be straight forward with me and at least give me a courtesy call saying that...
  
  Whatever excuse was warranted during one of my numerous phone calls to Huddle Repair Service. That is when I decided to file a complaint with BBB on September 1, 2022
  
  My phone screen is so small it's next to impossible to read what and where I am supposed to submit my screenshots. Just took a SS of how my phone screen looks like for added proof. Please explain how to submit all of the screenshots. I have proof so I can explain how I felt with all my correspondence with Huddle Repair Service and the utter disappointment with my dealings with this business. Thank you.
  
  
  Sincerely,
  
  *****************************
  
  September 10, 2022

  Customer Answer

  Date: 09/20/2022

  Hello. As you can see there are duplicate screenshots. My apologies. I've only had to forward things in the past a couple of times so all this technology stuff is new to me. Please let me know if there's anything else I can do to help my complaint. 

  Thank you, *******

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

   

  ________________________________________________________________________________

   

  Hello. I just found this text that I got from Huddle that I sent to my friend **** on June 15.22

  "Photo - ****** Photos" https://photos.google.com/photo/AF1QipM5KgFc8S8zcrJNxI77tDXOaLJcLRoYpl4Q5HiI

  ________________________________________________________________________________

   

  If you notice ****** from Huddle states that he could have the part he needs to fix my **. My ** doesn't get delivered to my place until August 9th. Never did ****** say that he Is doing this out of the kindness of his heart in any of our conversations. On August 24th I called ****** saying that the ** no longer works. He says that he would be coming by my place to pick up my **. Never called nor came by to pick it up as he said he was going too. On August 31st at 9:36am called him saying that my ** still doesn't work. He says that he'll be by during his lunch break. Never called me back to say whatever excuse it was for him not showing up. When I texted Huddle if you notice that I got a speedy reply back. In his BBB statement he says that he was going to set up a new date and time to deliver my ** then changes his mind after I denied his phone call. The only reason why I decided not to answer his phone call to me was the sole reason that I didn't want to hear another excuse for not doing as he said he would do in the first place. Then he goes on to tell you that I expect special services. I don't feel that way at all. If you notice I paid in full and that is before my ** was even repaired and delivered on the 9th of August. So it seems that Huddle Repair Service has forgotten about all of this since he only shows you a screenshot of just August phone calls.

  Thank you, ************;

  Business Response

  Date: 09/23/2022

  Unfortunately the link is not available for me to look at. The screenshot of the call log i sent was the full call log from the phone number on file with the customer. The customer also states that "she paid in full before the repair was done." Which is fully true, as i tend to have all of my clients pay in advance. Unfortunately for me, there is no record of me telling the client that i don't typically pick-up or deliver devices but i would for her since she had problems finding a ride to my shop. However, as i stated before, nowhere is it advertised that i do pick-up and delivery services, and nowhere does it state that it is my responsibility to get a clients device to my shop for initial repair or warranty repair. I did verbally explain to the client, that if she couldn't find a way over here that i would offer pick-up, and that it is not typical for me to do so, but again, since it was verbal, there is no proof. The client getting their device to me does not warrant a refund on the repair. I have not declined to warranty the repair and diagnose the issue. I just decline making a trip to the clients home and taking responsibility for getting their device to my shop. One thing it seems like is the customer thinks i control what my suppliers do. I cannot control the speed of delivery of parts, nor can i control them sending the correct part to me. I kept the customer updated throughout the process, and i did deliver the device to her home after the repair. I am not suggesting the customer expects "special treatment" but as she mentioned herself, she is the one that screened my call and opted to text instead of call me when she realized i hadn't shown up to pick up the device... maybe that's because she knew she couldn't be rude or demanding while speaking to me, or maybe it was out of fear for what would be said? Either way, she demands a certain level of respect owed to her, as i am the business owner, but she can't afford the respect she is demanding. That respect she demanded was attempted when i promptly called her back, to explain why i was unable to arrive to pick up her device... I can see how she would think that if she didn't answer my call, and allow me to make things right, that she could play ignorant and say i never tried to make it right... but again, she's the one that admits to sending my call to voicemail and not giving me the respect of talking to me like an adult, and fixing the issue. My stance on the situation remains the same, I will not be driving to the client's home to pick-up or deliver any device and I will still honor my warranty and offer to diagnose the current problem, and if it is tied to the original repair, i will warranty the repair. I will not be offering a refund. If the client decides to go elsewhere or to replace the device, that is her prerogative. I hold no hard feelings toward the client, however I will not allow any of my clients to dictate how i run my business. Unfortunately for the client, the customer is NOT always right.
  

  Customer Answer

  Date: 09/27/2022

   Thank you for your response. 
  I decided to reject his offer and request the assistance of BBB to help me find  a mediator. 
  Thank you for your time, Roxanne