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:08/03/2023

  Type:Product 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.

  I first brought my iPhone 13 Pro Max 256G for a back repair. He told me it would be ready in 2 hours and would be $180. He said he only had a black cover and I agreed that was okay.4 hours later the phone was ready but it was overheating repeatedly and would not work. I brought it home just figuring the store didn't have any AC and it just needed to cool down. It continued to just cycle reboot and was really hot.I brought it back with my husband and told him he broke my phone and needed to fix it ASAP bc I needed it for work. He demanded that he did not break it over and over again. I demanded a refund because it was clear we weren't getting anywhere. He was reluctant but gave it to me back in cash (I paid with a credit card)We took it to the ******* store to trade it in and get a new phone because I need by phone for work (2FA etc) and they said they couldn't take it because it was dangerously overheating. I got a new phone and went back to Fix it All to inform them that he had not only broken my phone but cost me $1100 in the process of getting a new one.The owner continued to lecture me and tell me that his business was not going to take a loss. We asked for compensation for the money we paid and we would move on. He refused stating he wanted to try and fix it. It was clear to us that he had given a refund without his bosses permission and was now in trouble. We agreed.Three days later he called us to tell us the phone was broken (duh.) and he would send it off for repairs with his insurance. We agreed but wanted a paper trail - no paper trail was ever given to us. Luckily, I could track my phone with find my iphone.2 months later (we had to go into the store every few weeks for an update because he would say he was going to call us and never did) we got the phone back. But here is the catch - he didn't use real iPhone parts to replace it and its now a 128G iPhone not a 256G. We didn't catch this until we brought it back to *******.

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  I went in to fix it all in ******* ** on 12/3/22 to have my granddaughters iPhone 12 back screen and camera screen fixed. I was told I needed to leave the phone there and would be able to pick it back up on 12/4/22. Upon arriving to pick up my granddaughters phone the next day I was charged $439.89 and told it needed a new front screen as well even though there was nothing wrong with it. When I took the phone back I realized it was no longer working and was receiving error messages about being unable to determine if your iPhone camera is a genuine apple part same message was coming up for the screen. The phone could no longer make calls connect to the carrier or text message and was over heating when charging. I called and was told to bring the phone back into the manager so they could see it. I brought the phone back in on 12/6/22 to show them the issues and asked for a refund $439.89 since the phone wasn't fixed and no longer working. I was denied a refund by ***** who worked on it and he called his manager *** who refused to give me his name (researched it) said he was unable to give me a refund of $439.89. I showed ***** the error messages and that the phone was not working because of the work that I was charged for. When asked about the non license parts put in the phone they denied my claim and brushed it off. I then left after the bad customer service and went to Best Buy geek squad to see if they could help. I was told by them that because there are unlicensed parts in the phone it was no longer working no one will touch it now not even apple and the phone is basically useless. This $1,000 dollar phone I paid for is now no longer good and I had to buy a brand new phone another $1,000 for the damage and fraudulent service I received. The company basically stole my granddaughters apple parts from her phone to place into phones they sell there which is scamming people out of money when paying for a service your not even receiving and no refund in return.