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:07/27/2024

  Type:Product 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.

  Brought my phone in for a battery replacement and in the process of replacing the battery the dis something else and now the phone doesn't work, refused to refund money. Also it looks like they're reselling bath and bodywork products that aren't for resale

  Business Response

  Date: 07/29/2024

  This phone was brought in on July 19th, 2024 and the customer asked for a battery replacement. We replacement the battery per customer request; the device was picked up the same day. Customer returned on July 22nd, 2024 with the device and stated it was shutting off and on randomly. Upon opening this device on the 22nd the tech made note of moisture damage, there was a sticky wet substance that had also stuck to the new battery inside the device. When customer returned on the 23rd, we showed the customer this is*** and the customer stated they did not get it wet. I then explained that somehow it had gotten wet but we would investigate further and see if we could get the device going. We told the customer we would order another battery with our order that week and even try a new battery to see if that would fix the power cycling is***s. We exhausted many efforts and tried many different parts with no success. The conclusion was motherboard damage, the motherboard is getting warm and causing the device to shut off randomly. I spoke with the customer on Friday the 26th and explained that we were unable to repair it. When I explained we would not be able to refund his original purchase the customer shouted and made several threats even saying he would *** me because he stated I forged his name to the waiver he signed upon original drop off. I did try to explain that iPhone batteries cannot be taken out once they are installed. The customer told me that he felt like we got his phone wet and that I was making up excuses as to why we did not fix it. After several minutes of this customer yelling at me, I hung up. The customer returned on July 27th to retrieve his device. We have had numerous harassing phone calls at the business about this is*** and he has written on social media platforms as well. We did replace the battery in this device per customer request, there was no mention of other is***s so our tech just changed the battery and we let it go. When the device left on the 19th of July is was on and working, I saw no other is***s at hand. We cannot attest to what happened to this device in the 3 days the customer had it before bringing it back and it showing water damage then. 

  Customer Answer

  Date: 07/29/2024

  Complaint: 22054408
  
  I have reviewed the business' response and am rejecting it because:
  I have not called and Harrassed this business. I will be more than happy to supply phone records. I haven't called since returning their phone call on Friday. Is it not my right to **** Is it not my right to protest? How do I know they didn't spill the substance on the phone and it took a day for it to ruin whatever in the phone? I asked for a refund and was told no. Yes I am very displeased that I am being accused of this. There was no other problems when I brought the phone in other than the battery. The manager is harassing me on social media with her comments. At this point I still want a refund. She claims she put manufacturer replacement parts in the phone,but the phone says otherwise. If she's receiving calls it's not from me but from  people who obviously are concerned 
  
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 07/29/2024

  The phone worked when I brought it there. They claimed they put a manufacturer original battery in which they did not. Why would the phone not recognize the battery? I have never called and harassed anyone. If their getting calls it's because other people are angered with them. My last call was Friday July 26 when they told me they wouldn't refund or *** my phone. I did post on social media stating my side of the story. If that's harassment then the manager responding to and giving her side is harassing me. Is it not my right? Do I not have a right to *** if I want? Can I not protest a unethical business in hopes that other people don't fall for their poor workmanship? They say I must have gotten the phone wet. How do I know they didn't get it wet, put it back together and it take a day to ruin the phone? They weren't open for me to take it their sooner. Refused a refund so yes I'm unhappy but well within my rights to peaceful protest and explore legal options

  Customer Answer

  Date: 07/29/2024

  The phone worked when I brought it there. They claimed they put a manufacturer original battery in which they did not. Why would the phone not recognize the battery? I have never called and harassed anyone. If their getting calls it's because other people are angered with them. My last call was Friday July 26 when they told me they wouldn't refund or *** my phone. I did post on social media stating my side of the story. If that's harassment then the manager responding to and giving her side is harassing me. Is it not my right? Do I not have a right to *** if I want? Can I not protest a unethical business in hopes that other people don't fall for their poor workmanship? They say I must have gotten the phone wet. How do I know they didn't get it wet, put it back together and it take a day to ruin the phone? They weren't open for me to take it their sooner. Refused a refund so yes I'm unhappy but well within my rights to peaceful protest and explore legal options

  Business Response

  Date: 07/30/2024

  Non-Apple replacements always appear as Unknown Part." However, these components are functionally equivalent to OEM counterparts and perform just as well. These alerts surface when a repair has been done on your iPhone, giving you insights on replaced components like batteries, screens, or cameras. Though only an Apple Genius Bar or **************** Service Provider can change components without triggering these messages, it doesn't mean your battery is faulty. It simply means a new battery (or camera or screen) has been installed, delivering the same top-notch performance as the original. Rest assured, these messages won't hinder your iPhone's functionality. Our parts provider thoroughly tests each device for like-new condition and functionality, ensuring the highest quality devices and repairs. This was never construed as it was an original part from Apple only that our batteries come from a whole distributor not Amazon. The battery that was installed in your device was a XCAP branded battery that can only be purchased from our wholesale part provider. They do source directly from the phone manufactures and they provide a warranty on all products purchased through them but that warranty is null/voided with user damage such as moisture damage. Only Apple Genius Bars or **************** Service Providers can offer OEM Apple parts. We certainly did not accuse you of getting the phone wet but we did try to politely show you that the device had been exposed to moisture on the 22nd. We have included photos of the inside of your device as it was when you returned to the store with it on the 22nd of July. The battery cannot be refunded do to the fact that iPhone batteries cannot be uninstalled after they are installed as we previously tried to discuss with you. Oxidation/corrosion like what appears inside your device does not happen overnight so whatever residue was inside could have been there for some time. You arrived at the store asking for a battery replacement on July 19th and that is the service we performed for you, the alternative issues that you are having are underlying issues due to the moisture damage to the motherboard. We are sorry to hear that you are unsatisfied with the service performed we strive to make all customers happy with each purchase.   

• Initial Complaint

  Date:02/20/2024

  Type:Product 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.

  We took the phone in on February 13th to get a replacement battery. When we got home, there was discoloration on the top of the screen that wasn't there. We took it back February 14th bc the battery went from 100% to dead without being used. They replaced the battery again, didn't address the screen though. Kept it's charge one day, the next day, it did the same thing, went from 100% to dead, again without being used. I had another phone and was going to transfer to this other phone but can't even use it now because, it can't be unplugged from the charger because it dies, but the battery never changes percentages. It doesn't even show any charge at all. I just feel like my money should be returned because there was no fix to my problems, actually was made worse because you can't even use it. The woman that helped me couldn't get the phone to charge either the first time we brought it back, but later retracted the statement. When I picked up the phone the second time, they didn't even give me a receipt back.

  Customer Answer

  Date: 02/21/2024

  Hello! We just took the phone to an apple authorized dealer and they said the phone is throwing codes and it is unusable now. I really think that my mobile needs to make this right since there was no issues before. 

  Business Response

  Date: 04/25/2024

  Customer brought their iPhone 11 here on Feb. 13, 2024 to have a battery installed. The phone was dead and would not turn on, so our tech replaced battery upon customer request. The device was picked up the same day. On Feb 14, 2024 the customer returned with the device complaining that the battery was not working properly and there was discoloration on the top of the screen now that had not been there before. I received the phone from the customer that day and informed them that the battery could be having an issue, and we would be more than happy to swap batteries if it was a defective battery. I also explained that I have never seen a battery symbol flash on the screen and appear to be dead as the phone was still powered on before. Our tech also noted that a defective battery would or should not affect the *** screen as the phone did have some discoloration on the top of the screen, we had been unable to test the phone before replacing battery the first time so there was no way to know that it was not having other issues before. The battery was replaced again on Feb 14th, 2024 and the customer picked up the same day. This complaint was filed on Feb 20th, 2024, but we had not seen or heard from this customer since Feb 14th, 2024. When the customer was here on the 14th there was no mention of refunding their money by either the customer nor our staff as they received a new battery. This device was brought back on Feb 23rd, 2024 and the person whom dropped it off mentioned a faulty battery but never asked for a refund. We looked at the device again, the battery was replaced and again there was never a mention of a refund.