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:03/13/2023

  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.

  On December 16, 2022 I was told that CPR could replace my broken screen on my OnePlus 8Pro. I Was told I would need to pay the cost of the part upfront as they would have to order it. So I paid $200 that day and was told they would call me when they got the part in in a few days. I did not receive a message from them until January 4th, letting me know that they had finally received the screen, and I could bring the phone in for repair, and that it should take about an hour. It was 2 days later before I heard anything. Once I picked the phone up, I had to return four times because of issues with the phone being stuck in bootloop and then the back was coming off. Once they got it to boot up I realized the phone wouldn't recognize that I was trying to set the fingerprint lock. I would basically told that that was something that they did not deal with, that they handled the hardware part of the screen replacement, not the software end of it. So I was stuck with a phone that does not have a fingerprint sensor that works, which is part of the security of it, which is the part of the reason I wanted the phone fix in the 1st place. They suggested I call around to different stores in the area to see if anybody could fix that for me. The fingerprint lock on this phone is the main reason I wanted it fixed. That is part of the security features of this device. So instead of being able to enter my fingerprint to bypass entering passwords every time I want to log into something. I have to enter passwords every single time.

  Business Response

  Date: 04/07/2023

  We have contacted the customer **** ****** ******* and she agreed to come to our shop with her phone so that we can resolve the problem.
  
  Thanks
  

• Initial Complaint

  Date:11/28/2022

  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.

  Here is what happened.
  
  My computer’s HHD hard drive failed. *** ***** ****** *** ran numerous tests but could not repair it, because my computer was out of warranty. ***** ****** *** Suggestions:
  1. I could Boot my computer to the thunderbolt symbol and then retrieve the hard drive information.
  2. I could have an authorized dealer retrieve my Data.
  
  I was unsuccessful with the thunderbolt option because my new **** could not see my **** ***. I took my **** *** to **** *****, an authorized dealer. **** ***** was unable to retrieve my data. I contacted **** ********* in St. Louis who stated they could get my Data, but they needed me to send them my hard drive.
  I went to CPR Cell Phone Repair North Kansas City, another authorized dealer who was closer than **** *****, to take out my hard drive. CPR told me they would for about the same cost, retrieve my Data, install a new hard drive, and transfer the information to the new drive. So, I let them. However, CPR failed to get the Data. Additionally, CPR failed to extract my SSD drive before reformatting. This prevents Data retrievers from easily retrieving my Data. Those actions by CPR increased the cost to recover my data to over $7000.
  
  I am very upset that CPR, an authorized dealer, will now cost me $6650 more than I would have paid normally to retrieve my data. And still, the computer that CPR worked on does not work. ***** ****** *** states they can repair my computer by installing another hard drive for about $600.
  
  I contacted CPR about these issues and CPR left a message stating they would fix these issues. The next day wife died. I was unable to reply right away. A few days later, I left a message, but CPR has not returned my call. It has been about a month now.
  
  I request restitution from CPR in the amount of $7250, (the cost overage), to retrieve my Data and get my computer working again.

  Customer Answer

  Date: 12/13/2022

  Additional information for Complaint ID #********* I contacted the business by email but did not receive a response. So, I then went by in person with my concerns and was told I would be contacted but I was not. The business has called and left a message to return a call for ****** or ***. I return the call and a voice message states they are not available so I leave a message. this has occurred 4 or 5 times. Today a got a voice message stating they are not getting a response from me. I do not know how to get past this problem. The other repair business had to redo CPR's work which was really messed up I was informed. My computer is back working now, however, I still cannot get my data restored until I am reimbursed by CPR. Will you relay this new information to CPR?

  Business Response

  Date: 12/29/2022

  We have received a complaint on Monday, December 19th 2022 from *** ********* regarding his ***** **** desktop computer. *** ********** repair was checked in our system on 8/24/2022 and was closed (Repaired) on 9/13/2022 with the following notes applied on our internal systems which are time and date stamped. 

  
  

  "on 9/13/2022, 5.54PM ****** ****** stated - Discount Applied due to no data transfer being completed. Hard drive is corrupted. Referred to drive savers"

  
  

  *** ********* states that our store "has failed to retrieve data" which is true. The device was checked in with the following notes - "Device boots with a question mark. Customer is unsure if there is a device password on it. Customers would like us to take the hard drive out, pull  the data off of it if the current hard drive bad then replace it with a new hard drive. If the current Hard Drive is good, use that same hard drive and transfer data back to it once the operating system is installed and the customer computer is working" The customer's device was brought in because there was an issue with the operating system on his device. We explained that we would need to reinstall the operating system and if his hard drive is good, transfer the data back to the hard drive once the operating system was reinstalled however, if the drive was bad then we would replace the existing drive with a new one and attempt to recover data from his old drive and transfer it to the new one. 

  
  

  We attempted to pull data from *** ********** drive multiple times; each time was unsuccessful leaving his hard drive corrupted. We called *** ********* multiple times regarding this issue and explained that his hard drive was corrupted and we would not be able to obtain any of his information on that old drive and transfer it to the new one. He gave verbal acknowledgement of this as we explained we could put a new drive in his computer however we would not be able to transfer the data thus the following note above was added on the ticket. When we explained to him that we would not be able to complete the data transfer or recovery we referred him to one of our partners which specialized in data recovery on old or corrupted hard drives. ** ********* agreed to the repair and we completed the repair in which it was picked up shortly after. 

  
  

  *** ********* came and picked up his device. We had applied the discount on the ticket as though we did not perform the data transfer in the amount of $50. *** ********* then contacted us during our business relocation and explained that his device was not working. We explained that we are in the process of moving stores and once the store move is complete then we would be able to get back to his device, he agreed and said he would bring the device back. 

  
  

  We did not hear from *** ********* for a month and then we received a complaint via the BBB stating that he is requesting restitution from CPR in the amount of $7250 to retrieve the data and get his computer working again. We attempted to call him multiple times regarding this, each time we were not successful speaking to him directly. We had left multiple voicemails all of which are documented. We finally got ahold of *** ********* and he stated that he is requesting restitution for his data recovery because we lost his data in which we explained we would not fulfil that request being as though we were never able to transfer data because his hard drive was corrupted.

  
  

  The following note was placed in our system after we had contact with *** *********:

  
  

  "We attempted to contact cx and left a vm in the last attempt to reach out to cx. CX called back and we talked. CX explained the following - "you did not pull all the drives from my computer, there was a Fusion Drive that was still located in the computer and when you reformatted the HDD it deleted everything on said Fusion Drive. He took the computer to Apple directly and this is where he allegedly got this information." He also explained that his computer was not working when it was picked up. I asked why he did not bring the computer back being as though we offer a Lifetime Warranty on the device. The cx explained that we were in the process of moving which is true and that we declined to take the device. Which is not accurate. We explained that we are in the process of moving and we would not be able to get to the device until after the move was completed. He stated that we did a data recovery which is not true as explained in the notes on this ticket. we attempted to see if the drive was discoverable via a portable SSD that was supplied by the cx and it was not thus making the drive located in the computer corrupt and we would not be able to attempt a data recovery with the tools that we have. We called the customer and explained that to him and told him from the beginning before the work was done that all we would do is take his old drive out, refer him to drive savers, install a brand new drive and install the operating system on it in which he gave his verbal confirmation.

   

  I will update the ticket further if there are more things to add. A cease and desist letter was sent out regarding the defamatory posts from him and if it continues legal action will be taken."

  ** ********* then submitted a claim through our corporate complaint website with the following message "Due to incompetence at this CPR location, I have *** told my data recovery will cost $6,000 more than it would have been. I request payment by Tuesday to proceed with the recovery. Additionally, now all my **** *** ports are not working. I need to get this fixed not sure what this will cost."

  We take all issues very seriously at our location and have made multiple attempts to contact the customer. Luckily, we have the ability to offer a Nationwide Lifetime Warranty on all of our services and products in which that was explained to *** *********; when we last talked to him we asked why he did not bring his device back to us being as though it is under warranty, he had no response to this.

  In conclusion, we will not be able to grant *** ********* his request for restitution. However, we would be happy to refund *** ********* half of what he originally paid for the inconvenience this may have caused him. If that is something he would be interested in, please have him contact ****** or *** at ************

  Best Regards,

  ****** *****

  Store Manager.