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:02/20/2024

  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 was quoted a price of $150 to replace the battery in my iPad. I was told it would take 90 minutes for the repair. I dropped off my iPad and they did not have the battery available and had to order it, which meant I had to wait till the next day. After waiting until the afternoon of the second day, I had not heard anything and reached out to the company and it was another two hours later before they got back to me and stated that they had not yet completed the repair and it was taking longer than expected, but provided no additional information . The next morning they did contact me that the repair was done, but when I went to pick it up, my iPad was not working so I left again. It was over 24 hours later before I heard back from them and that was after reaching out to them by three different methods, they never answered their telephone, at that time they said it was ready for pick up. When I went in to pick it up, I was advised that there was an additional charge to replace a battery control chip that normally cost another $150. I had never been advised of this additional charge nor asked if I would authorize the additional services. They did offer me a discount off of the price of the replacement chip and the battery, but it still amount of over $250 so more than $100 in my original quote. Had anyone bothered to reach out to me I wouldve declined all services and simply purchased a new iPad, but this was never offered and I had never authorized the additional services. I would like to be reimbursed the $100 that I had not authorized.

  Business Response

  Date: 02/21/2024

  I'm sorry you are unhappy with the repair of your iPad. If we would of replaced the battery and not fixed the chip on the motherboard. Your battery would of gone bad within a month. After the repair was done we tested it and everything was working so we let you know it was avaible to be picked up. At that time a connection on the digitizer had come undone. Things happen, so we opened it back up and got the connection reattached. We are open from 10am-7pm and you are certainly welcome to come at a time that is convenient for you. By no means were you required to pick it up when we said it was ready. Normally the price for everything you had repaired would of been $319 plus tax but since it was an unforeseen repair we gave you a $65 discount. Since we warranty all our work, we aren't going to do a repair and give it back to our customer knowing that we didn't actually resolve the issues and the same problem will resurface in a month.

  Customer Answer

  Date: 02/22/2024

  Complaint: 21319117
  
  I am rejecting this response because:

  I did not authorize the additional services. I had set myself a limit of $150 for a new battery and had they asked me if I wanted to proceed with the chip replacement. I wouldve refused all services. I understand that the battery wouldve gone bad more quickly or at least that they believe so, but I was never given the option. What is the chip it cost $500 with your proceeded then and I wouldve been stuck with a $550 bill? this is not a question of whether the service was necessary or not its a question of whether I was offered the option to decline part or all of the services and I was never given that option.

  when I go to a car repair shop and get an oil change, but they find that I Need new brakes and tires, they dont just do those services without asking me first, they are required to call me and ask me if its OK. It is a poor business practice to do services and demand payment that had not been authorized.
  
  Again, ahead, Ive been contacted when the problem with the chip was identified, I wouldve declined all services and simply purchased a brand new iPad.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/22/2024

  The customer came and was told what all had to be done to fix his iPad.  We gave him $65 off the cost of repair, at which time he paid and took his iPad.  We are not refunding him any money. He is wanting to have his iPad fixed for free and us to refund him all his money. We will not be refunding any money.

  Customer Answer

  Date: 02/23/2024

  Complaint: 21319117
  
  I am rejecting this response because:
  I was NOT informed of the additional charges/services prior to completion of the repairs.

  i am NOT requesting free repair, Im asking for a refund of the charges above what I was quoted (documentation of the quote has been provided) 

  I paid and accepted the iPad because my alternative was to not have the iPad at all, but I expressed my displeasure to the person at the desk at the time.

   

  Im frustrated that this business owner takes zero responsibility for his lack of communication about the unapproved repairs and fees nor for the markedly extended time it took to complete the repair work. At no time was I ever advised that the charges would exceed the original quote of $150 until I arrived to pick it up. 

   

  I appreciate that the charges were discounted , but as a customer I should have been given the option to accept or decline the services and additional charges. 

  That all said, I wont pursue this further, I think my online reviews and at least one nearly identical review/complaint sufficiently pain the picture of this businesss poor practices and communication.

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

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair 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 had come into the establishment on the date of February 2, 2024 to have my phone screen replaced as mine was cracked and needed the repair done. Before entering I understood that the back glass on my call phone was damaged and would need repaired eventually but it did not effect the usability of the phone much like the screen. I was given a fair price of $129.99 plus sales tax to have the phone screen replaced to which I agreed. I inquired about the cost of the back glass replacement, but I informed I would do only the screen as I just needed the phone to be usable. I was informed that the screen would have a 30 day warranty that is void from falls and moisture. Approx. a couple days go by and the screen has been getting progressively brighter. By approx. 3:30PM time on February 9, 2024 as I was using said cell phone it got brighter and brighter within seconds until a white screen was displayed, followed by a hum, until the screen made a pop and appeared to have a small crack. Almost as if the screen was faulty or there was a short elsewhere in the phone. Immediately I had called the location from my work phone to see what could be done, I informed in full detail of what happened and I was informed that I would be covered. My partner picked up my phone and drove to the repair store and they called my store phone number informing that they were not going to warranty the screen and it would be $129.99 plus sales tax again. I would understand this if the phone had damage elsewhere causing this, but they did not tell me that the broken back glass was the cause and that there was fall damage. I reluctantly paid another $129.99 plus sales tax and had it repaired again. Had I known that my warranty would not be honored just because they think there is fall damage I would not have shopped here in the first place.