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:08/15/2023

  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.

  My iPhone 11 had been operating fine with cosmetic damage. The screen had been shattered but remained fully functional and I entered the *** ****** **** (Aurora, IL) to visit a phone repair store called "ITALK & REPAIR." Upon entry on August 12th, 2023, I showed the (2) workers ("*******" and "*****") my phone. The woman ("*******") asked for $80 to repair the front screen on my iPhone 11. I told her I only had $60 to spend and she said that is low, but fine. I paid with my ***** debit card and walked around the mall until it was ready. The technician, "*****," handed me the phone after I re-entered the store. The screen was repaired, but after I held it, I noticed that it no longer allowed for Apple Face ID to function as they changed my cracked OEM screen and replaced it with a non-genuine part hindering my ability to utilize my phone as I did prior to entering their store. I am requesting not only a full refund of $65, but also $350 for the additional repairs needed now to correct the damage they've done. I recently entered the store on Monday, 8/14/23, and asked for a refund. "*******" said, "no," and continued to tell me it was an Apple software issue, which it is, but only because they did not repair the phone with correct parts. I explained to her that I would be escalating this situation to the BBB and she said "OK."

  Business Response

  Date: 08/24/2023

  We are a small business in the ********* mall operating for over 5yrs  this customer came in to the store with a non working iPhone 11screen was fully black cannot operate the phone not at all useable we gave her a discount and fixed the screen for $60 on receiving the phone back customer said the screen is popping up a little the technician explained  that the frame is damaged and the way the phone broke customer was not happy and did not want to pay extra for the frame replacement and demanded refund ******* offered to refund the money and put the old broken screen back  customer Said no I want my money also and I’ll keep the new screen

  it doesn’t work that way you can’t go to any store and say I want refund but I’ll also keep the product customer was upset and started making a fuss called the mall security they explained the same thing and started saying you guys messed up my phone face id is not working when customer entered the store the phone was black no way to say if Face ID was working before or not bottom line is customer walked in with a non working phone and walked out with a working phone which they are still using 

  we buy all our parts from ***************** one of the largest parts supplier in USA customer knows before hand in $60 you won’t get apple screen we fix hundreds of phones and know what we are doing 

  A few days back customer came back after using the phone all this while and asked ******* for a refund which she declined customer threatened to report to bbb and go to court ******* said please do what you like we cannot refund and let you keep the product which you are already using 

  customer is just trying to bully and a scam a small business 

  ‘if customer wants to resolve this matter can call ***** at ********** I’m the business owner 

  Thanks BBB for giving us a chance to reply 

  Customer Answer

  Date: 08/25/2023

  I am rejecting this response due to the following reasons:
  
  The information provided by the store is inaccurate.
  
  1. I visited the store with a functional iPhone 11 that only had cosmetic screen damage. The phone was operational, and the screen was not "completely black" or unusable as claimed.
  
  2. My concern was not about a popping-up screen. The issue arose after they replaced the original broken screen with a non-genuine part, causing problems with Face ID. This impacted my ability to perform tasks like banking, house locking, and security footage checks. The topic of "frame damage" was never part of our discussion, as that's not what occurred.
  
  3. Following my in-person request for a refund upon realizing the continued damage, the store attributed it to a software problem. Trusting their assessment, I updated the software at home, but the issue persisted. This indicated that the problem indeed stemmed from the replacement with the non-genuine screen.
  
  4. Contrary to their claims, my phone was never "black." It remained fully functional despite the cosmetic damage, which was the sole reason for my initial visit.
  
  5. While I did mention the possibility of involving the Better Business Bureau (BBB) and seeking legal advice, it was not an attempt to intimidate a small business. I documented this in my initial complaint to the BBB, and the store's representative agreed without objection.
  
  6. My intention is not to defraud or threaten the business. I am seeking a refund because the phone's condition worsened post-repair compared to its state when I initially brought it in.
  
  7. I did not contact mall security nor do I know the procedure for reaching them. My interactions were solely with the store's representative and the individual named "*****." Claims of involving mall security are untrue.
  
  Given the situation, I am formally requesting a full refund of $65 ($60 for the screen repair plus $5 in tax), as well as $500 to account for the time wasted and the resulting inconveniences/damage to my iPhone 11. I have no interest in direct communication with the business and seek a fair resolution to this matter promptly.