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:09/14/2023

  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 brought my phone into the Henrietta NY location at ******* to get my broken screen fixed and when I got it back it was completely broken and would not connect to my service carrier network anymore. When I asked for my refund and to have my phone replaced they told me to take it to my carrier and trade it in, I was not about to trade in a phone that I knew was broken and I did not want to pay money for an upgrade. So I was then told that they would send it to Massachusetts to have it fixed. IT'S BEEN OVER 2 MONTHS AND I STILL HAVE NOT RECEIVED MY PHONE AND THEY WILL NOT GIVE ME ANY COMPENSATION!! They told me that they fired the guy that broke my phone and that they have lost out on $200 repairing my phone that their employee broke. I'll never go back and I'm telling
  everyone I know not go there ever!

  Business Response

  Date: 09/20/2023

  Good morning BBB community and *********** ***********, this case has already been resolved, and our client has satisfactorily received the requested refund.

• Initial Complaint

  Date:12/20/2022

  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 11/28/2022 brought phone into ifixandrepair at Henrietta ******* with charging port issue only working one direction. Scheduled fix for 11/30 and left $20 deposit. On 11/30 I dropped off the phone and returned at scheduled time to find the service rep stating the phone is fixed but I have a problem. I could see the back panel had been completely destroyed and cracked. The rep stated it was a "Fat Battery" that caused him to break the panel. After discussion and confusion over the term "fat battery" I requested to speak to a manger. He refused but spoke to someone on the phone and stated they would replace the back panel and battery which were damaged during the repair, to come back on 12/7. He showed me the charging port was working then GLUED my phone together, getting glue all over the screen and body. The phone did not close completely with the broken panel. I returned 12/7, he replaced the battery and back panel, but now the charging port no longer worked at all and the phone has a message stating it is charging another device via the port. He offered to replace the port for an additional fee. I expressed concern since he just replaced that the prior week and it was working just fine for the week. After a long discussion I asked for his business card/name, which he refused to provide either. I contacted the parent company that evening requesting another location fix my phone properly or for them to provide a refurbished phone as a replacement. Their response stated I would hear back soon; I have not been contacted again. The screen also has a small bubble in it the display that it did not prior to the repair and I received complaints about my audio quality during several calls which was not previously an issue. After waiting over a week for a response I have ordered a new phone and would like a credit towards this new phone needed as a result of the damaged done during repair. Based on ****** prices, I assess the value of the old phone to be about $125.

  Business Response

  Date: 01/10/2023

  Response taken by phone:  The customer came in when I was not there.  They needed a new charging cord.  We do not keep them in stock, so we took the deposit and ordered it.  Once we were able to charge the phone, we determine that the battery was bad as the it was about 4 years old and should have been replaced sooner.  We replaced the battery and charge cord for free to try to resolve the matter.

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I find their response is to be inaccurate;  It was not the cord that needed replacing but the USB port.  My concern is that the phone was returned significantly worse than it was when I dropped it off. The Phone case is no longer properly closed/sealed, the charging port no longer works at all, the phone shows messages saying it is charging a device via USB even when it is not, and the phone gives warnings about shutting down to preserve the battery.  None of these were issues when the phone was dropped off.  Although I appreciate them replacing the battery/panel, both of which were working when I dropped the phone off, the fact remains the during the repair the phone was damaged.  As a result of the repair I was forced to purchase a new device.    I am unsatisfied with their handling of this issue, but I am going to mark this issue as resolved simply because I don't want to waste any more time on it.  I appreciate the BBB trying. 
  
  Regards, 
  
  ******* ******