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:10/11/2022

  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.

  We brought an iPhone in to have the screen repaired. The business called to inform us that he repaired it then tried to hammer a dent out of the body of the phone and shattered the new screen. He replaced it once more but had damaged the body enough that he shattered a second screen. He finally called to say it was fixed but when we arrived there was significant damage to the body of the phone and the new screen was not properly installed (it wasnt screwed in at the bottom) leaving it vulnerable and impossible to properly fit into a case. He refused to give us the phone without further payment, to refund what we had already paid ($40), or work towards any other solution. Instead, he threatened to put a cracked screen on the phone, still expecting full payment.

  Business Response

  Date: 10/25/2022

  To BBB Respected ********** ** customer visited the store on 09/03/2022. They brought a really old iPhone 5 to have its screen replaced. Initially I tried to replace it with a new LCD which I have on hand, but it broke, and then I tried with the second too, same thing has repeated. Looking closer, I figured out the customers phone has a bump on the silver assembly/ body of the phone and unless I remove it I could not fix it. Let me reiterate, the bump was not caused by ME, it was because she dropped it and broke the screen, then brought it to be repaired. To help you better understand, I had installed all screws except for the last two foundation screws which holds the **** If I installed those, the bump caused the screen to crack. Because the phone is so old, I cannot do much but move the bump out and leave those two screws uninstalled. The phone was still fully functional. It was not a full fix because the phone is so outdated, but it was the best I could do. I explained this exact thing to the customer and seeked out her permission to see whether she is willing to proceed. She gave me permission, and I changed it only after seeking her approval and even explained to her that if I put all the screws in, the screen will crack. She agreed to everything. It's hard to understand what went wrong, once I called her to pick her phone up. She changed her entire statement, and was not willing to pay for my work. I lost two screens and so much time in the process, I still managed to get it running, I deserved my payment for the work she had agreed to. I told her if she doesnt want the fixed phone, I could put her old screen back and she could leave without paying. But she wanted the fixed phone, and also didnt want to pay. She even called the cops on me on 10/07/2022. I explained the whole story and they believed that this issue was her fault, not mine. They heard my side of the story, and when they went to talk to her, I thought this issue was going on too long for a simple iPhone 5, so I gave her an ottorbox phone case if she pays for the original service. She happily agreed to it. I had to spend an extra $40 to get that cover and I even put the cover on for her. ** problem is I have done everything to communicate with her and in my case despite doing everything to inform her, I'm still having trouble understanding what she expects of me, it is literally creating a trauma for me. If she is not okay with it she must have told me but she agreed with everything, then only I proceeded further. I don't even get what else I can do and what she wants. It is unfair to the reputation for my business, when I did my best for a customer no matter how outdated the phone and its supplies are in 2022. I broke two whole screens in this process, and even bought a case for her, which ended up costing way more than the service so she will be satisfied, yet my own name is being tarnished. Please do us justice. If you need to do further investigation you can do so, you can find out about the police visit as well if needed. I attached examples of what her old case looked like, and the type of case I gave her for free. I am willing and available to give you whatever information is needed. Thank you.