Complaints

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• Initial Complaint

  Date:02/12/2024

  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.

  I took my sons ******** (in the the case ) to A to Z Gamez Parkhills to be fixed. I dropped it off and all I was told was that they would call when it was ready. After a week of not hearing back, I called and they told me they forgot about the device but someone would work on it this week. They called shortly after and told me they did indeed find water damage. I had to explain that it cant have water damage because thats not even why I brought it in for. (I broke something on the back when I was replacing the toggle) they said they would try again to fix it. I did not hear back until the next month saying they couldnt fix it. When I called back and apologized that I had not made it in to pick up the device and I am coming to get it, they told me they sold it and the games (20 games) that were in the case. They did not call to tell me this. They did not call and ask when I would pick up the device. I live 1 hour and 30 minutes away and I had trouble making back to the store. They said because of a policy on a dirty sign on the door, along with other things on the door, that their policy states that because of the time line, they had the right to do that. They had the device longer than the 30 day policy trying to fix it so they were already past their policy that I was completely oblivious to. Ive only been to this store one time so I was completely unaware of this policy/sign. I was never explained to or told of this policy. They didnt call and explain that if it dont come right away to get the device that it would be sold. They just did it. When I started calling to try to check on the device and told them my name, they would hang up on me and blocked me from sending messages to their business page to inquire about the issue. They gave the device back to me and 3 of the 20 games. They refuse to respectfully give any reimbursement.

  Business Response

  Date: 02/21/2024

  This person brought broken items in for repair.  We told her we couldn't do miracles.  She said that she would pick up after we diagnosed and determined that we could not fix some of the games.  She never came despite numerous calls to her.  We have a policy of holding items for 30 days after the repair or diagnosis.  She became abusive and the police had to provide an ****** for her to come in and leave the premises.  She received all the games that were left even after the extended time we gave her to pick them up.

  Customer Answer

  Date: 02/22/2024

  Complaint: 21275922
  
  I am rejecting this response because: they only called me ONE time to tell me that the device could not be fixed.. I was accepting of the device not being fixed and never complained about the diagnosis.  During this phone call, nothing was stated or explained that I had so many days to pick up the device from a location I live 1 hour and 30 minutes from. They did not reach out to me any further. I have phone records to support this claim.  I called them after this phone call to apologize for not getting the device and that I was coming that weekend. During this phone call, they told me that they had sold the games that were in the case that I had brought my son's device in. I became very upset over this, but in no way could I have been "abusive" as they claim.  They said they would send a reimbursement check for the games they sold, but I never received anything. (Knowing that what they did was very wrong!) When I called back to resolve, the workers hung up on me when I told them my name. I sent a respectful message to their company message and they blocked me. I had to reach out to police so I could communicate with them to come to a resolution. They gave me back the device with only 3 of the almost 20 games that were in the case. They refuse to reimburse me for the money they made off of my belongings. 
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/29/2024

  We have made every effort to resolve this. Technically speaking, this customer would owe us money but we have waived that. The police are involved and we have no further comment regarding this customer.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21275922
  
  I am rejecting this response because:

  I would like to know the efforts they have made to resolve this? They have blocked me in every way to communicate to resolve this effectively. They contacted me 1 time to pickup the device that was not fixed. (Again, I have the phone record to support this) There was absolutely no further efforts made to contact me, much less to resolve. They will not reimburse for the money they made off of my belongings. Additionally, I was not asked for any form of payment for a service that was not successful as well as I never refused payment  to them for their effort in fixing the device. The police are no longer involved and only assisted in communication because they refuse to communicate with me. If they would like to set up payment for their attempt to fix the device from the money they owe me, we could most definitely work that out. 

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