Business Profile

Electronic Equipment Repair

Asurion UBIF Franchise, LLC

Complaints

This profile includes complaints for Asurion UBIF Franchise, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

126 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/29/2025
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 dropped my phone (Pixel 3 XL) off with uBreakiFix/Asurion on Friday morning 2025-04-18 for battery replacement, and was told it would take three hours. I contacted them towards the end of day, and was informed that their technician damaged the power button in my phone, and that they would have to order replacement parts, which would have to wait until Monday, because it's end-of-day on Friday (keep in mind I dropped this off in the morning.)I stopped in the store a full week after dropping by phone off, and was informed that they had delivery issues with the parts for the repair. My phone returned to me in a non-functional state (power button does not work.) uBreakiFix/Asurion has still not remedied the damage they did to my phone.I have attached the email thread with district manager ***** *****. Their systems use the phone number as the account number, so I have listed that in the 'account' field.The company has been unable to repair the damage they caused to my phone within a reasonable about of time, and has been unable to provide a repair timeline. The remedy I seek is replacement on my phone with an identical model (Pixel 3 XL) that is free of defects.
Customer Answer
Date: 05/04/2025
Hello,
The address of the store is:
uBreakiFix
***********************************
*******************************

Thanks,
***** ******
Customer Answer
Date: 05/13/2025
Hello,
I have worked with the company (uBreakIFix/Asurion) to resolve the situation to my satisfaction. They provided a replacement device to replace the one that they damaged during service. This BBB complaint can be closed as resolved.
I want to thank the folks at the BBB. You all are making an genuine improvement in the lives of the average American.
Respectfully,
***** ******
Initial Complaint
Date:04/29/2025
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 filed a claim with Asurion ******************* for a MacBook Pro screen repair and was directed to this uBreakiFix location. I dropped off my functional (screen issue only) laptop, and the repair took excessively long. When I retrieved it on April 15th, I was charged $382.87 (Work Order ********), but the laptop was not repaired and was returned completely non-functional and physically damaged, including the ***** logo being removed. I contacted the store manager immediately. He initially offered a partial refund with unreasonable conditions and refused to refund the $50 labor fee despite the service failure and damage. I returned the laptop for their inspection on April 16, 2025. The store is now refusing the refund entirely, claiming it powered on during their inspection, which contradicts the state in which I received it. This store's negligence damaged my property.
Customer Answer
Date: 04/30/2025
The exact location of the uBreakiFix store is:

uBreakiFix
*******************************************************;
Phone: ************
Business Response
Date: 05/08/2025
Please review the attached document for Asurion's response to your complaint.
Initial Complaint
Date:04/09/2025
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 had a ******* cellphone, it had an accident. I did an insurance claim with assurion, they sent me a new cellphone. After a few months that cellphone had an issue. I traded my cellphone in for a new phone. ******* offered a $1000.00 trade in. The cellphone that assurion sent me had somone elses information connected to it and they owed money, I did not. The ******* store employees assisted with my new phone process, we had to call assurion to get this other persons information removed from my phone so I could trade it in and get the $1000. They stated that they could not do it on that cellphone and they would have to send me another cellphone for trade in. And mail the other cellphone back to assurion. I recieved the new cellphone, both have somone else attached to them and will not allow me to trade it in to get the $1000. I need assurion to help me fix this issue. !! Now I have 3 cellphones!! And i will get a bill for $1000, that is should not be getting.
Customer Answer
Date: 04/09/2025
I have finally received a cellphone that I was able to use as a trade in, after spending 8 hours on the phone with Assurion.
Customer Answer
Date: 04/09/2025
I was finally able to trade in one of the 3 extra cellphones, after spending 8 hours on the phone with assurion!! This should not have happened.
Initial Complaint
Date:03/25/2025
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.
On 24 March 2025, a representative of Youbreakifix stated the phone was covered under warranty but they needed to conduct testing for ******. My phone used a non standard OS (Calaxy) and they said they need to wipe my phone to have the warranty cover the cost of the repair. They then deleted all of my data in my phone. The next day, when I went to pickup my phone, they said my phone was not covered under warranty and deleted everything on my phone for no reason.
Customer Answer
Date: 04/09/2025
The address is:
**************************************************************************

Business Response
Date: 04/25/2025
April 25, 2025

****** ****
12607 ***** ******
*********************

Re: Case ********

Dear ****** ****,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on March 25, 2025, states the following:

On 24 March 2025, a representative of Youbreakifix stated the phone was covered under warranty but they needed to conduct testing for ******. My phone used a non standard OS (Calaxy) and they said they need to wipe my phone to have the warranty cover the cost of the repair. They then deleted all of my data in my phone. The next day, when I went to pickup my phone, they said my phone was not covered under warranty and deleted everything on my phone for no reason..

Desired Resolution:

Refund.

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the ************* store, owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns to remediate the matter. According to our records, you visited the Store on March 24, 2025, for a screen repair of your ****** Pixel 8A (the Device). Unfortunately, the resolution of your repair was delayed due to the ************* being deleted during the repair.

Following the receipt of your case, on April 22, 2025, an Asurion resolution specialist contacted you to discuss your concerns regarding the Devices lost data. As a resolution, the Asurion resolution specialist offered to provide a partial refund of the repair cost for the Product in the form of a check totaling $100, which you accepted. The Asurion resolution specialist advised you to allow 3-5 business days to receive the reimbursement check, which was mailed to you the same day. If you have not received the refund check within the allotted time or have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided.

We apologize for your frustration. Be assured that your experience does not represent the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Initial Complaint
Date:03/13/2025
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.
On 3/6/2025 I brought my sons PlayStation 5 in for an **** repair after his PlayStation had fallen from his desk. We were informed this repair would take 7-10 days. I received a text on 3/8/2025 informing me the PlayStation has been repaired and available for pick up. I picked the PlayStation 5 up on 3/9/2025 at approximately 2PM I paid $210 dollars for this repair. When we arrive home my son plugged in the unit and it did not work he called the store and went through troubleshooting with no success and was told it would need to be brought back in for evaluation. We brought the unit back to the store by 3 PM. We were then told we re damaged the **** port I informed the gentleman helping us that I was with my son the entire time and nothing happened to the unit he informed me he must have plugged it in to the unit to aggressively and re damaged the **** port I explained to the worker that through the last 8 years that my son has unplugged the **** cord in and out from any of his PlayStation units we owned he has never had any issues with the port so I would not believe him plugging it in would re damage the port. The individual stated well all repairs are tested and this was tested and was working fine. I informed him it was not shown to us in working condition and I did not believe the repair was completed. I questioned if I was expected to pay for another repair charge. The individual stated the best he could do is offer me 50% off another repair cost charging me another $105.49 for the same repair. I called the parent company to place a complaint on 3/9/2025 was told a case manager would be contacting me within 24 hours, I received no call after *********************************************************************************************************************** 24 hours. Finally received a call back and the parent company is no help either.
Customer Answer
Date: 03/14/2025
The store location is
******************************************************************************

thankyou
Business Response
Date: 03/27/2025
March 27, 2025

****** *******
********************************************************

Re: Case 23051279

Dear ****** *******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on March 11, 2025 states the following:

On 3/6/2025 I brought my sons PlayStation 5 in for an **** repair after his PlayStation had fallen from his desk. We were informed this repair would take 7-10 days. I received a text on 3/8/2025 informing me the PlayStation has been repaired and available for pick up. I picked the PlayStation 5 up on 3/9/2025 at approximately 2PM I paid $210 dollars for this repair. When we arrive home my son plugged in the unit and it did not work he called the store and went through troubleshooting with no success and was told it would need to be brought back in for evaluation. We brought the unit back to the store by 3 PM. We were then told we re damaged the **** port I informed the gentleman helping us that I was with my son the entire time and nothing happened to the unit he informed me he must have plugged it in to the unit to aggressively and re damaged the **** port I explained to the worker that through the last 8 years that my son has unplugged the **** cord in and out from any of his PlayStation units we owned he has never had any issues with the port so I would not believe him plugging it in would re damage the port. The individual stated well all repairs are tested and this was tested and was working fine. I informed him it was not shown to us in working condition and I did not believe the repair was completed. I questioned if I was expected to pay for another repair charge. The individual stated the best he could do is offer me 50% off another repair cost charging me another $105.49 for the same repair.I called the parent company to place a complaint on 3/9/2025 was told a case manager would be contacting me within 24 hours, I received no call after *********************************************************************************************************************** 24 hours. Finally received a call back and the parent company is no help either.

Your desired settlement states:

Billing Adjustment.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the *********, ** store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

According to our records, on March 6, 2025, you brought a PlayStation 5 (the Device) to the Store for a repair of a loose **** port. Unfortunately, following the completed repair, you reported that the port was still not functioning. At that time, the Store inspected it and found that the port was damaged; specifically,it was bent and partially separated from the Device. Although repairs performed by the Store are backed by a limited warranty for devices that have not sustained any liquid or physical damage, the Device was ineligible for a repair under the limited warranty due to the confirmed damage. On March 11, 2025, a second repair of the Devices **** port was completed. Due to your dissatisfaction with the first repair, the second repair was performed for $105.49, which was a 50% discount off the service fee for a repair.

Following the receipt of your case, on March 21, 2025, as a customer courtesy, ******************** authorized a $105.49 refund of the cost of the second repair. On March 25, 2025, a UBIF Specialist contacted you and offered you the refund, at which time you stated you were on vacation and would call back upon your return.

If you would like to accept the refund that was offered for the second repair, please contact the UBIF Specialist directly using the contact information provided to you. Alternatively, if you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Initial Complaint
Date:03/03/2025
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.
On February 28, 2025, I visited uBreakiFix by Asurion at ************************************************ and paid $21.65 (including tax) for a deep cleaning service for my ******* Galaxy S23 Ultra.I specifically told them that I wanted the speaker grill fully cleaned, as there was a piece of plastic stuck in it, and I expected the deep cleaning to take care of this. However, after receiving my device back, I noticed that the plastic was still there, meaning they did not complete the job as requested.While they did clean the phone overall, they missed the most obvious issue, which was the main reason I paid for the service. I am disappointed that I paid for a service that was not fully performed.Since the service was incomplete, I am requesting:A full refund of $21.65 for the deep cleaning service I am filing this complaint because businesses should not charge for services they dont fully complete, and I believe customers deserve what they pay for. I hope for a fair resolution to this issue.
Business Response
Date: 03/11/2025
March 11, 2025

***** ****
********************************************

Re: Case 23005271

Dear ***** ****,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 28, 2025 states the following:

On February 28, 2025, I visited uBreakiFix by Asurion at ************************************************ and paid $21.65 (including tax) for a deep cleaning service for my ******* Galaxy S23 Ultra. I specifically told them that I wanted the speaker grill fully cleaned, as there was a piece of plastic stuck in it,and I expected the deep cleaning to take care of this. However, after receiving my device back, I noticed that the plastic was still there, meaning they did not complete the job as requested. While they did clean the phone overall, they missed the most obvious issue, which was the main reason I paid for the service. I am disappointed that I paid for a service that was not fully performed. Since the service was incomplete, I am requesting: A full refund of $21.65 for the deep cleaning service I am filing this complaint because businesses should not charge for services they dont fully complete, and I believe customers deserve what they pay for. I hope for a fair resolution to this issue.

Your desired settlement states:

Refund.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the ******************** store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. According to our records, on February *******, you brought a ******* Galaxy S23 Ultra (the Device) to the Store for a deep cleaning, which was performed that same day. However, you were dissatisfied with the service, citing that the deep cleaning was incomplete.

Following receipt of the BBB matter, we investigated your concerns. UBIF records do not indicate that a piece of plastic was mentioned when the work order was submitted. In addition, the UBIF technician stated that he does not recall seeing a piece of plastic in the Device speakers grill. Nevertheless, in an effort to resolve the matter, we would like you to visit the Store again,and a technician will attempt to remove the piece of plastic if it is still in the Device speakers grill.

Between March 4, 2025 and March 6, 2025, a UBIF Specialist attempted to contact you to offer assistance but was unable to reach you. Your voicemail box was not accepting more messages, so the UBIF Specialist sent you an email to the email address on file. For further assistance,please contact the UBIF Specialist using the contact information provided to you. We apologize for any inconvenience this matter has caused you and we look forward to the opportunity to resolve it.

If you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Customer Answer
Date: 03/12/2025

Complaint: 23005271

I am rejecting this response because:
I specifically mentioned the plastic piece stuck in the speaker grill both to this uBreakiFix location and to the previous uBreakiFix on Ray Rd before bringing my device in for a deep cleaning. The store's claim that I did not mention it is false.

The cleaning service was not performed as expected, as the main issue I needed cleaned was ignored. I do not want a redo of the service because I am already dissatisfied with the experience. I am requesting a refund of $21.65 since I did not receive the full deep cleaning I paid for.
Sincerely,

***** ****
Business Response
Date: 03/31/2025
March 31, 2025

***** ****
**************************
Tempe,AZ 85282

Re: Case 23005271

Dear ***** ****,

I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.

Your rebuttal filed with the BBB on March 20, 2025 states:

" I specifically mentioned the plastic piece stuck in the speaker grill both to this uBreakiFix location and to the previous uBreakiFix on Ray Rd before bringing my device in for a deep cleaning. The store's claim that I did not mention it is false.

The cleaning service was not performed as expected, as the main issue I needed cleaned was ignored. I do not want a redo of the service because I am already dissatisfied with the experience. I am requesting a refund of $21.65 since I did not receive the full deep cleaning I paid for.

Response:

We apologize if there was a miscommunication or misunderstanding with the Store regarding the service expectations. After receipt of your rebuttal, due to your dissatisfaction with the deep cleaning of your Device that was performed, Asurion authorized and issued a refund of the $21.65 cleaning fee. Therefore, we believe the issue raised in this matter has now been resolved. We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.

Regards,

**** ******
Asurion, Regulatory Affairs
Email ******************************************************************
Initial Complaint
Date:02/27/2025
Type:Billing 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.
Work order: ********* Created: 2/07/25 at 10:48 AM -laptop was brought in -had water damage -was quoted $99 for liquid damage cleaning + $299 for keyboard replacement - I could opt to just do liquid damage cleaning for $99 OR do both liquid damage cleaning and keyboard replacement and liquid damage cleaning fee would be waived -ended up being charged $436.98 -confronted store manager -store manager denies quoting 299 for keyboard replacement - says the tech entered in the line items wrong but math is still the same
Customer Answer
Date: 03/04/2025
Ubreakifix additionally replaced battery and speaker without my consent
Business Response
Date: 03/25/2025
March 25, 2025

***** Do
****************************************************************************

Re: Case 22999057

Dear ***** Do,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on July 12, 2024 states the following:

Work order: ********* Created: 2/07/25 at 10:48 AM -laptop was brought in -had water damage -was quoted $99 for liquid damage cleaning +$299 for keyboard replacement - I could opt to just do liquid damage cleaning for $99 OR do both liquid damage cleaning and keyboard replacement and liquid damage cleaning fee would be waived -ended up being charged $436.98 -confronted store manager -store manager denies quoting 299 for keyboard replacement - says the tech entered in the line items wrong but math is still the same.

Your desired settlement states:

Refund.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Gulch store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

According to our records, on February 7, 2025, you brought an Apple MacBook Air (the Device) to the Store for diagnostics, a keyboard replacement, and liquid damage cleaning. Unfortunately, there was a miscommunication from the Store regarding the services and pricing for the work that was performed. As a customer courtesy, ******************** waived the $99 liquid damage cleaning fee. In addition, the diagnostic fee was applied towards the repair fee.

Following the receipt of your case, on March 15, 2025, due to the miscommunication, Asurion authorized an additional courtesy credit of $50 via Electronic Gift Card (EGC), which you accepted. Therefore,we consider the matter closed.

We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the ********************** process easy and convenient, and we truly regret that this was not so when you contacted us.

If you have any issues with the **** please contact the UBIF Specialist directly using the contact information provided to you. Alternatively, if you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Initial Complaint
Date:02/18/2025
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.
My phone went black one day so I took it to Ubreakifix in the beginning of January and was told they would replace the screen, long story short a month of me calling and getting the run arounds of non sense as to why my phone is not ready (I dont drive) I had my daughter bring me to the store only to wait for an extensive time and be told the original employees that promised to repair my phone no longer worked there and they locked me out of my phone and lost the sim tray so I would have to factory reset and wait until the they could find a tray for my phone and again I would be called when the phone was ready. After a week I received no call so again I had my daughter take me only to be told there's nothing they could do because even after they factory reset the phone it wouldn't let them in so needless to say i paid for a phone that I can't use.
Customer Answer
Date: 02/26/2025
**********************************************
Business Response
Date: 03/21/2025
March 21, 2025

****** *******
******* 16495
*******************

Re: Case ********

Dear ****** *******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 18, 2025, states the following:

My phone went black one day so I took it to Ubreakifix in the beginning of January and was told they would replace the screen, long story short a month of me calling and getting the run arounds of non sense as to why my phone is not ready (I dont drive) I had my daughter bring me to the store only to wait for an extensive time and be told the original employees that promised to repair my phone no longer worked there and they locked me out of my phone and lost the sim tray so I would have to factory reset and wait until the they could find a tray for my phone and again I would be called when the phone was ready. After a week I received no call so again I had my daughter take me only to be told there's nothing they could do because even after they factory reset the phone it wouldn't let them in so needless to say i paid for a phone that I can't use.

Desired Resolution:

Refund.

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Louisville store, owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns to remediate the matter. According to our records, you visited the Store on January 14, 2025, for a screen repair of your ******* Galaxy A14 (the Device). Unfortunately, the resolution of your repair was delayed due to the Products SIM tray being misplaced during the repair.

Following the receipt of your case, on March 15, 2025, an Asurion resolution specialist contacted you to discuss your concerns regarding the lost SIM tray of the Device. As a resolution, the Asurion resolution specialist offered to provide a refund of the repair cost for the Product in the form of a check totaling $114.47, which you accepted. The Asurion resolution specialist advised you to allow 3-5 business days to receive the reimbursement check. As a result, the reimbursement check was mailed to you the same day. If you have not received the refund check within the allotted time or have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided.

We apologize for your frustration. Be assured that your experience does not represent the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************
Customer Answer
Date: 03/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:02/17/2025
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 went to a ubreakifix store to have my screen replaced on my iphone 13 on this date 11/27/2024.The service I recieved was speedy, and seemed ok at first. I was informed of the warranty on it, and that it was infact not an apple OEM display, to which I signed off on, because it had a warranty.Over time, I began to notice that the screen was not installed properly to the device, it was falling out of the phone, everywhere, where it wasn't screwed in. Upon further inspection, the glue that is supposed to be under the screen holding it into the phone was missing. I took the device to an alternate repair shop for a second opinion, to which they agreed that it was installed incorrectly without the glue, leading to internal damage of the device.Upon going to the repair shop, to get the display replaced under their warranty, I was denied by the technician, and shewed off with a sarcastic tone.I then reached out to their support email once again. Though this time, they have not been responding. At this point I have been trying to get a refund for this terrible service.
Customer Answer
Date: 02/18/2025
Address: ****************************************
Customer Answer
Date: 02/18/2025
I am just realizing, I sent this to the wrong agency, Is there a way this can be transfered to the BBB in ************? Or is the agency location not an issue.
Business Response
Date: 03/04/2025
******* *******
*********************************************************

Re: Case 22924301

Dear ******* *******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 10, 2025 states the following:

I went to a ubreakifix store to have my screen replaced on my iphone 13 on this date 11/27/2024. The service I recieved was speedy, and seemed ok at first. I was informed of the warranty on it, and that it was infact not an apple OEM display, to which I signed off on, because it had a warranty. Over time, I began to notice that the screen was not installed properly to the device, it was falling out of the phone, everywhere, where it wasn't screwed in. Upon further inspection, the glue that is supposed to be under the screen holding it into the phone was missing. I took the device to an alternate repair shop for a second opinion, to which they agreed that it was installed incorrectly without the glue, leading to internal damage of the device. Upon going to the repair shop, to get the display replaced under their warranty, I was denied by the technician, and shewed off with a sarcastic tone.I then reached out to their support email once again. Though this time, they have not been responding. At this point I have been trying to get a refund for this terrible service.

Your desired settlement states:

Refund.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. UBIF may use Original Equipment Manufacturer (OEM) or non-OEM parts when performing repairs. Your case involves the Pittsford store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. According to our records, on November *******, you brought an Apple iPhone 13 (the Device) to the Store for a screen repair, which was completed using non-OEM parts. Please note that Asurion may use new, rebuilt, reconditioned or refurbished parts or components, and original or non-original parts. Following the repair, you reported that the Devices screen became separated from the Device. Unfortunately, while the repaired device is under warranty, the matter went unresolved.

Following receipt of the BBB matter, between February 26, 2024 and February 28, 2025, a UBIF Specialist attempted to contact you multiple times to offer assistance but was unable to reach you. For further assistance, please contact the UBIF Specialist using the contact information provided to you.

We apologize for any inconvenience this matter has caused you and we look forward to the opportunity to resolve it.

If you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Customer Answer
Date: 03/15/2025
I still do not have a device to contact their number! This is bs why cant they contact me via email
Business Response
Date: 04/01/2025
April 1, 2025

******* *******
****************************************************

Re: Case 22924301

Dear ******* *******,

I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.

Your rebuttal filed with the BBB on March 20, 2025 states:

"I still do not have a device to contact their number! This is bs why cant they contact me via email.

Response:

Following receipt of your rebuttal, a UBIF Specialist contacted you by email to offer assistance. On March 31, 2025, you responded to the email, and the UBIF Specialist is now working with you on a resolution for this matter. Please accept our sincerest apology for any inconvenience this may have caused as we work with you to try to bring the matter to a satisfactory conclusion. In the meantime, please feel free to contact me if you have any other questions or concerns. I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.

Regards,

**** ******
Asurion, Regulatory Affairs
Email ******************************************************************
Initial Complaint
Date:02/10/2025
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 came to ubreakifix (****************************************) and had my front glass replaced by ***************** (asurion) and the repair was fine, but the front camera was blurred out in which they needed to replace but didn't. I was told that they can order the camera and it should get there by Tuesday, it was Saturday when I did the repair. Tues came around and no one called me. I called on Friday and they stated my ticket was closed. No one ordered the camera and no one called me back. I called on Friday and they told me that they will order the camera and by Tues it will be there. On Saturday they called me and told me the camera is in, and I can go in for the repair. I came to the store and was told in 1 hour my phone will be fixed. Came back an hour later and my phone was repaired. After my repair, about an hour later, my Sim stops working. I restarted my phone and did basic trouble shooting like erase all esim, my Sim is physical so it won't affect it, reset network setting, and still the phone stopped reading my Sim card. Today I brought it back to the store, I was told that the repair is $100 because it's part of the charging port. I told them that this had never happened, not even after the first repair. They stated that the second repair was on top and they didn't touch the charging port. When I asked for a receipt for the camera repair they said it doesn't exist. They did a repair without a case number and now my phone is not working properly. I imagine i have no warranty on the camera because the repair does not exist in their system. The first repair was only a front glass and they have on the receipt that the back glass was replaced to a burgundy when I still have my original back glass and it was not replaced. I'm not sure what kind of scam they are doing in this store but this shouldn't happen to anyone. I missed a day of work to get this repaired and I won't be able to come back until Wednesday so I'm going to have 5 days of spotty service.
Business Response
Date: 02/19/2025
February 19, 2025

Wander ********
*********************************************

Re: Case 22918880

Dear Wander ********,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 9, 2025, states the following:

I came to ubreakifix (****************************************) and had my front glass replaced by ***************** (asurion) and the repair was fine, but the front camera was blurred out in which they needed to replace but didn't. I was told that they can order the camera and it should get there by Tuesday, it was Saturday when I did the repair. Tues came around and no one called me. I called on Friday and they stated my ticket was closed. No one ordered the camera and no one called me back. I called on Friday and they told me that they will order the camera and by Tues it will be there. On Saturday they called me and told me the camera is in, and I can go in for the repair. I came to the store and was told in 1 hour my phone will be fixed. Came back an hour later and my phone was repaired.After my repair, about an hour later, my Sim stops working. I restarted my phone and did basic trouble shooting like erase all esim, my Sim is physical so it won't affect it, reset network setting, and still the phone stopped reading my Sim card. Today I brought it back to the store, I was told that the repair is $100 because it's part of the charging port. I told them that this had never happened, not even after the first repair. They stated that the second repair was on top and they didn't touch the charging port. When I asked for a receipt for the camera repair they said it doesn't exist. They did a repair without a case number and now my phone is not working properly. I imagine i have no warranty on the camera because the repair does not exist in their system. The first repair was only a front glass and they have on the receipt that the back glass was replaced to a burgundy when I still have my original back glass and it was not replaced. I'm not sure what kind of scam they are doing in this store but this shouldn't happen to anyone. I missed a day of work to get this repaired and I won't be able to come back until Wednesday so I'm going to have 5 days of spotty service.

Desired Resolution:

Repair; Investigation of store for inventory fraud

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Kissimmee store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. Based on that review, Asurion determined that on February 1, 2025, you brought your ******* Galaxy S22 Ultra (5G) (the Product)to the Store requesting assistance with repairing the Products cracked front glass. Following the repair, the Product passed all functional exit testing and was returned to you. However, you later returned to the Store and advised the store technician that the Product was experiencing network connection issues following a front camera repair. As the repair records indicated that the front screen was repaired, not the camera, the store technician informed you that you would have to pay another repair fee to fix the camera, which you declined.

Following the receipt of this matter, On February 10, 2025, an Asurion Resolution Specialist (**) attempted to contact you via email to further address your concerns but could not reach you and was unable to leave a voicemail. The ** sent an email with their direct contact information. On February *******, the ** received a response from you stating that youd spoken with *******, who would provide you with a replacement device. Therefore, we consider this matter to be resolved.

We apologize for your frustration. Be assured that your experience is not representative of the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************

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