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:09/17/2024

  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.

  Brought in an Alienware M15 R2 laptop for repair. Called back a few days later and could not get through. Return to the store to find the establishment cleared out completely (entire counters removed) with *** stickers on the door. Is now listed as temporarily closed. Have contacted the number, text number, and emailed for support. No responses or ability to get in contact. No attempt by the business to contact me.$1500 Laptop of mine is just straight up ********* biggest loss is the memory card of the laptop that has almost a decade of personal data I will never get back.

• Initial Complaint

  Date:01/16/2024

  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.

  I bought a new iPhone 15 Pro *** at his store on December 24th. The owner, *********************, told me it was carrier locked to *************** and he submitted an "order" to unlock it and that it will take **** business days. I was in contact with him through this period asking for updates. He said due to holidays it was delayed and he could not do anything until 10 days passed. As we got closer to and past the 10th day, his communication started to fall off and he eventually stopped responding to calls and texts. He had sent me a screenshot of the service he is using to unlock the device which is a 3rd party called ufocodes.com that does not look legitimate. I am not sure that 3rd party unlocking is legal. When I spoke with him he assured me that ufocodes.com was legit, that he has used them many times, and that he knows them personally.At this point I did some investigation and found out that the phone he sold me belongs to someone else's Spectrum account and that it is on a finance plan. This means the phone cannot be unlocked, and could be a stolen device. I asked for a refund and have not gotten any response.

  Business Response

  Date: 01/23/2024

  the customer purchased the iPhone 15 pro ***************** new sealed never open. as he say the phone locked on spectrum and will be unlocked by end of January, ****. but i paid extra so can speed the unlock process. the server for the unlock had maintenance from the company who provides unlock. the customer tried to call me shady due to showing him the company website and he said it looks shady. if there is a delay from the server that is out of our control. now he open the sealing and used it and now he send me zelle asking for a full refund immediately after been opened and used and he say he don't know when he will be dropping off the phone since he is from a different city. i don't mind to provide a full refund if he can bring the device back first before refund and be the same condition as he pick it up which is brand new never used sealed.

  Customer Answer

  Date: 01/26/2024

   
  I am rejecting this response because: It is clear the company is not trying to rectify the situation. I had no way to know if the phone was unlocked or not without actually checking the device, which means I had to open the box. He knows that so he is making this a condition for the refund, since I cannot meat that condition. Regarding the unlock service that is being used, how can the server be down since Dec 24th? If he legitimately paid extra for this service from a reputable company, why isn't he holding them accountable to unlock the phone? He could have explained a further delay beyond the 10 business days he told me, but he choose not to do that. All points to not adding up. I offered to ship the device back to him with a tracking number since I am not close to the location.

  Further, this is the Spectrum unlock policy: *******************************************************************************************************

  It states that the phone must be paid off in full in order to be unlocked. ******** told me the phone is not paid off in full. Therefore, I'm not clear how this phone could unlocked at all. Again, something doesn't add up. I am still requesting a full refund immediately and I will send the phone back.

  
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 brought a ******* flat screen television in to be repaired on March 4, 2023. Initially, the backlight needed replacing, but the owner/person performing repairs said that upon replacement of this part, another part malfunctioned but that he would locate this additional part for a complete fix. About a week later, I received a call that the tv was ready for pickup. However, when I got to the shop, I was informed by another worker that the tv had only been partially repaired because they were unable to find the part. There were still multiple dark spots throughout the screen, as well as an additional vertical line running down the side. If I wanted it fully repaired, I would need to wait for them to find the necessary part. Because I would still be responsible for full payment on only a partial repair, I agreed to leave the tv.In the weeks that followed, my husband called and asked for several updates. Each time, the reply was that they were still looking for the parts. I personally asked for another update on May 12 via email. When the owner received the message, he replied via a very rude voicemail saying that since I was accusing him of dropping the tv, that he was going to now charge me even more for the repair. I did call him back and note that I never accused him of anything, but that I did still believe the tv should be fully repaired. He has not communicated with us since, and we no longer feel comfortable with or know how to handle this situation.

  Business Response

  Date: 10/06/2023

  The customer until now didnt pay ** any money and tv had a problem with the backlight. We ordered the part and upon receiving it we take it apart and replaced the backlight, during disassembly, we find out the backlight enhancer is burnout due to the LED when got burn caused damage to the backlight enhancer which that not common, so we put the backlight and tried to work on the backlight enhancer and had to assemble it to test it, upon testing it the backlight working fine and everything working fine, but because the backlight enhancer has some burn on it that caused the the image has some lighter and darker spots, we called the customer and informed her and she came to see and then demanded to fix it for free while this is not our fault. But we tried to work it out and told the customer we will look if we can find the part or not, we tried to locate the part but we couldnt due to no one selling the backlight enhancer at all so we tried to find the same tv be sold for parts to take the backlight enhancer from but with no luck we couldnt find it. So the customer demanding to buy her a new TV and give it to her for free which thats not fair at all since we did already fix the problem that the customer bring the tv to us and didnt got paid and want us to purchase the part and do extra labor for free or buy her another tv for free. The customer called and threaten us with either get her a new tv or fix the tv for free or will leaving us a bad review.

   

   

   

  Sincerely,
  
  *********************
  CEO Of FixFactor
  
  

  Customer Answer

  Date: 10/06/2023

   
  I am rejecting this response because:

  The business owner is lying. I never demanded a new tv, or even mentioned this as compensation, and he offered to locate the part and fix the issue at no charge. I never demanded anything and have been civil throughout the entire process. He only became upset and angry after I said I would be leaving an honest review of his business, and then proceeded to tell me that he wasn't going to fix the part at all and charge me even more than the original $120. I have not paid anything because the issue is not completely fixed. He was absolutely confident he could fix the problem, but the tv still has dark spots throughout. I accepted a price of $120 for a full repair, but the issue is not fully repaired. 

  
  

  Business Response

  Date: 10/06/2023

  First please I dont accept to be discriminated and called a lair and all this. We have a phone call recording from someone he was talking on her behalf and he requested either be free repair or new tv and he tried to make it sounded like its our mistake and our fault. Until now we couldnt find a replacement part for the backlight enhancer sheet to replace it with. The backlight been replaced within 7 days from been dropped off for repair and we couldnt locate another tv same exact model for parts. 

  Customer Answer

  Date: 10/06/2023

   
  I am rejecting this response because:

  I don't know what "he " said you--if you want to give me a copy of the recording to review, then do so, by all means. The television was not fixed properly. The issue was misdiagnosed, another piece was damaged at some point, and therefore, I should not be expected to pay full price for something that FixFactor could not properly complete.

  
  

  Business Response

  Date: 10/09/2023

  We didnt misdiagnose the problem. The problem is the backlight burn and we did replace the backlight and now fully working with backlight on, the backlight enhancer is a separate issue which not very common to be burn. But You more than welcome to come by and pickup the tv with the new backlight replaced for free and hope you can find another repair center that will be able to locate the backlight enhancer for you

  Customer Answer

  Date: 10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Please let the business know someone will be by to pick up the tv.
  
  Thank you. 
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 July 17 of 2023 I dropped off a 65 inch TV to the owner of fix factor. The owner told me he had the part and start to fix my TV in my TV would be returned to me that following Monday. Todays August 20, 2023. I have been repeatedly calling the business with no answer whatsoever for a whole month have not received any communication from the owner on the status of my TV. I live about 30 to *********************************************************** update about my TV. The business owner is charging about $220 for this service which is not an issue but when you basically steal a customers TV and lie to them about when it will be ready. its been a month and a couple days and Im pretty sure he feels that he still deserves $220. This is an absolute horrible service. I do not believe any of the reviews on ****** because I have had the hardest time trying to contact this business owner or the business itself. I am disgusted with the way the owner would treat a member of the immediate community. I have a huge voice in the area, and I will spread the word. I feel Robbed and lied to. This could have all been resolved if I was able to get an answer on the phone with an update about my TV but no one answered for literally a whole month in a few days.