Complaints

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

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Asurion UBIF Franchise, LLC has 283 locations, listed below.

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• 

  Asurion UBIF Franchise, LLC

  Nashville, TN 37203-3421

  
• 

  Asurion UBIF Franchise, LLC

  864 N Superior Drive Crown Point, IN 46307

• 

  Asurion UBIF Franchise LLC

  6883 US Highway 90 STE 104 Daphne, AL 36526-9611

• 

  Asurion UBIF

  1702 N Woodland Blvd STE 112 Deland, FL 32720-1839

• 

  Asurion UBIF Franchise, LLC

  3208 Kirkwood Hwy Wilmington, DE 19808-6130

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:08/01/2022

  Type:Customer Service 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.

  Date of issue: July 30th 2022 Type of Business: Smartphone repair and etc.Type of smartphone to repair: ******* ****** s10e.Repair needed: Replace rear glass cover and replace rear camera.Beginning of incident: This repair place was recommended as an authorized service store by *******.com. From the ******* listing. I located this place nearby my home. I went to their website and put my basic info in and also info for the repairs my phone required. Later that day. Someone from ibreakufix called me and asked some basic questions about my repair. He then mentioned about ordering parts and that it should take overnight shipping to get it there. The person setup my scheduled appointment for Sat July 30th at 10am. I was to bring my phone in and leave it for a couple hours for the repair.Day of incident:I arrived at iBreakuFix at 10am. The person at the counter later identified as ****** , verified my appointment and did a quick troubleshoot of my phone. He brought the new replacement camera module out from the repair room to make sure the correct one was sent to their store. Everything checked out and he told me to come back in 2hrs to pick it up. I later came back to the desk to pick up my repair and pay the bill. ****** brought out my phone from the repair room. It wasn't even touch. There was no sign of any effort to fix my phone. He began to make several excuses for why it wasn't fixed. While he was giving me different explanations. He was giggling and snickering in between. I was trying to focus on what he was explaining to me to understand what happened. he just kept apologizing and snickering as he spoke. This became quite annoying. I pointed out to him that I followed all of their directions. I submitted all of my information and I gave him my wife's phone number in case he needed to call me. He blamed ******* for not authorizing the repair. He didnt reach out to me by phone to tell me. Major waste of time & fuel. Very unprofessional.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 6, 2022/08/17) */
  August 17, 2022
  
  *******************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "Date of issue: July 30th 2022 Type of Business: Smartphone repair and etc.Type of smartphone to repair: ******* ****** s10e.Repair needed: Replace rear glass cover and replace rear camera.Beginning of incident: This repair place was recommended as an authorized service store by *******.com. From the ******* listing. I located this place nearby my home. I went to their website and put my basic info in and also info for the repairs my phone required. Later that day. Someone from ibreakufix called me and asked some basic questions about my repair. He then mentioned about ordering parts and that it should take overnight shipping to get it there. The person setup my scheduled appointment for Sat July 30th at 10am. I was to bring my phone in and leave it for a couple hours for the repair.Day of incident:I arrived at iBreakuFix at 10am. The person at the counter later identified as ****** , verified my appointment and did a quick troubleshoot of my phone. He brought the new replacement camera module out from the repair room to make sure the correct one was sent to their store. Everything checked out and he told me to come back in 2hrs to pick it up. I later came back to the desk to pick up my repair and pay the bill. ****** brought out my phone from the repair room. It wasn't even touch. There was no sign of any effort to fix my phone. He began to make several excuses for why it wasn't fixed. While he was giving me different explanations. He was giggling and snickering in between. I was trying to focus on what he was explaining to me to understand what happened. he just kept apologizing and snickering as he spoke. This became quite annoying. I pointed out to him that I followed all of their directions. I submitted all of my information and I gave him my wife's phone number in case he needed to call me. He blamed ******* for not authorizing the repair. He didnt reach out to me by phone to tell me. Major waste of time & fuel. Very unprofessional..
  I called this store on Aug 10th to see if they would work something out with me for my phone repair. They had order a rear camera for my phone and they still had it there. Instead of going to another repair shop and having to wait over a week to order a rear camera specifically for my phone.I thought I'd give them a chance to honor the first job they never performed. Unfortunately I spoke with the same person that I had a problem before. (******). He did more double-talking than before. So I just told him to forget it. I ended up going to ********* **** to order the part and scheduled an appointment for repair. ****** continued to be unprofessional and a double-talker."
  
  Your desired resolution states:
  
  "An apology from business. An explanation of why this all happened."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores which repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair.
  
  After receiving your matter, we investigated your concerns in an effort to remediate the matter. According to our records, you visited the Richfield UBIF store on July 30, 2022, to have the back glass and camera repaired for your ******* ****** 510e (the "Device"). Unfortunately, during this visit, the store was unable to complete the necessary *******/calibration testing due to technical issues. This resulted in the store being unable to complete the repair. We sincerely apologize for any inconvenience or frustration this matter has caused. As a customer courtesy, a member of our team will contact you to determine whether you'd like to visit another UBIF store in your area.
  
  Again, we sincerely apologize for any inconvenience this matter may have caused.
  
  Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  
  Sincerely,
  
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  
  Consumer Response /* (3000, 8, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The person that handled my scheduled repair was incompetent. The phone never made it to the back of the store work area to be repaired. He double taked his way out of his incompetence in order to cover himself. Now the store is saying to was a technical issue here as an explanation.
  Whereever there is a review for this store I will take time to write out my negative review amd mention this person's name so others will know.
  
  
  Business Response /* (4000, 10, 2022/08/26) */
  August 26, 2022
  
  *******************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "Date of issue: July 30th 2022 Type of Business: Smartphone repair and etc.Type of smartphone to repair: ******* ****** s10e.Repair needed: Replace rear glass cover and replace rear camera.Beginning of incident: This repair place was recommended as an authorized service store by *******.com. From the ******* listing. I located this place nearby my home. I went to their website and put my basic info in and also info for the repairs my phone required. Later that day. Someone from ibreakufix called me and asked some basic questions about my repair. He then mentioned about ordering parts and that it should take overnight shipping to get it there. The person setup my scheduled appointment for Sat July 30th at 10am. I was to bring my phone in and leave it for a couple hours for the repair.Day of incident:I arrived at iBreakuFix at 10am. The person at the counter later identified as ****** , verified my appointment and did a quick troubleshoot of my phone. He brought the new replacement camera module out from the repair room to make sure the correct one was sent to their store. Everything checked out and he told me to come back in 2hrs to pick it up. I later came back to the desk to pick up my repair and pay the bill. ****** brought out my phone from the repair room. It wasn't even touch. There was no sign of any effort to fix my phone. He began to make several excuses for why it wasn't fixed. While he was giving me different explanations. He was giggling and snickering in between. I was trying to focus on what he was explaining to me to understand what happened. he just kept apologizing and snickering as he spoke. This became quite annoying. I pointed out to him that I followed all of their directions. I submitted all of my information and I gave him my wife's phone number in case he needed to call me. He blamed ******* for not authorizing the repair. He didnt reach out to me by phone to tell me. Major waste of time & fuel. Very unprofessional..
  I called this store on Aug 10th to see if they would work something out with me for my phone repair. They had order a rear camera for my phone and they still had it there. Instead of going to another repair shop and having to wait over a week to order a rear camera specifically for my phone.I thought I'd give them a chance to honor the first job they never performed. Unfortunately I spoke with the same person that I had a problem before. (******). He did more double-talking than before. So I just told him to forget it. I ended up going to ********* **** to order the part and scheduled an appointment for repair. ****** continued to be unprofessional and a double-talker."
  
  Your desired resolution states:
  
  "An apology from business. An explanation of why this all happened."
  
  Your recent rebuttal filed with the BBB on August 18, 2022, states:
  
  "The person that handled my scheduled repair was incompetent. The phone never made it to the back of the store work area to be repaired. He double taked his way out of his incompetence in order to cover himself. Now the store is saying to was a technical issue here as an explanation. Whereever there is a review for this store I will take time to write out my negative review amd mention this person's name so others will know."
  
  Thank you for your recent communication; we appreciate your feedback. Please accept our sincerest apology for any inconvenience this may have caused. Your experience is not representative of the quality and/or reliability of the service we strive to provide, and your feedback is instrumental in identifying opportunities for continuous improvement.
  
  Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 14, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing has been resolved.
  I've traded my phone because I was not able to have it successfully repaired. I know in the future not to go to this place of business to get a confident and reliable repair. I
  I am finished with this complaint. Total waste of valuable time.

• Initial Complaint

  Date:07/21/2022

  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.

  I called asurion and spoke to the man over the phone about getting my desktop computer fixed. The screen is broken he said he would put my info in the system and I can take the desktop to the spring creek location in plano across from ***** I take it the same day and the man tells me that he is not taking my desktop because of backlog. Never asked my name or information just rejected the desktop from the beginning. I asked does customer service know he said no they would not know. If this is how asurion does business I can take my business somewhere else. Please be aware of this it's too hot and gas cost to much to be lied to.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/04) */
  August 4, 2022
  
  *****************************************************************************
  
  Dear Ms. ****,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I called asurion and spoke to the man over the phone about getting my desktop computer fixed. The screen is broken he said he would put my info in the system and I can take the desktop to the spring creek location in plano across from ****. I take it the same day and the man tells me that he is not taking my desktop because of backlog. Never asked my name or information just rejected the desktop from the beginning. I asked does customer service know he said no they would not know. If this is how asurion does business I can take my business somewhere else. Please be aware of this it's too hot and gas cost to much to be lied to."
  
  Your desired resolution states:
  
  "Contact by the business"
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores which repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair.
  
  After receiving your matter, we investigated your concerns using the information you provided (specifically your name and phone number), but were unable to find any work order or other information related to your matter. According to your complaint, you visited the Spring Creek UBIF store for a repair on your Desktop Computer (the "Device"). Repairing a Desktop Computer can be complicated, and often Desktop Computers take longer to repair than other device types due to their complex nature and the problems they can exhibit. Unfortunately, in this case, we were unable to repair your Device due to a variety of factors, including the backlog of repairs already at the store.
  
  We sincerely apologize for any inconvenience this may have caused you. Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  
  Sincerely,
  ******* *****
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why would I contact you? Obviously your company does not want my business because you could have reached out to me. However I said the man didn't take any of my info. But that us fine I understand I am just one customer that will go somewhere else to get my screen fixed. Thank you
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  August 15, 2022
  
  *********************************************************************************************
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I called asurion and spoke to the man over the phone about getting my desktop computer fixed. The screen is broken he said he would put my info in the system and I can take the desktop to the spring creek location in plano across from ****. I take it the same day and the man tells me that he is not taking my desktop because of backlog. Never asked my name or information just rejected the desktop from the beginning. I asked does customer service know he said no they would not know. If this is how asurion does business I can take my business somewhere else. Please be aware of this it's too hot and gas cost to much to be lied to."
  
  Your desired resolution states:
  
  "Contact by the business"
  
  Your rebuttal filed with the BBB on August 5, 2022, states:
  
  "Why would I contact you? Obviously your company does not want my business because you could have reached out to me. However I said the man didn't take any of my info. But that us fine I understand I am just one customer that will go somewhere else to get my screen fixed. Thank you"
  
  Thank you for your recent communication; we appreciate your feedback. Please accept our sincerest apology for any inconvenience this may have caused.
  
  Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com