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

  3728 Lorna Rd Hoover, AL 35216-6206

• 

  uBreakiFix

  2075 Orchard Rd Montgomery, IL 60538

• 

  uBreakiFix by Asurion - Matteson

  4555 211th St Ste a Matteson, IL 60443

• 

  uBreakiFix by Asurion

  17139 Ventura Blvd Encino, CA 91316-4004

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:06/19/2024

  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 recently took a PlayStation five to the location located in ******** In **********, ****. That time I was told I should sign up for home plus Program. I was told that if you have electronics And it breaks that they will fix it no matter what. I signed up for the HomePlus program. I proceeded to drop off my PlayStation. They had my PlayStation for a very long time. I had to call several times just to get an answer. They told me to come up and they would explain everything to me which I did. They told me that the PlayStation was not fixable and was capable of doing the repairs. Another employee told me I should take it to ******* because there were more experienced. I did so. I also took a light ballast that had malfunctioned as well. They had these items for several weeks. Again, I had to call to try to figure out what was going on. When I finally got in touch with somebody, they told me my items had been repaired and was ready for pick up. Once I showed up to pick my items up, I was then told neither one of the items could be repaired. A little aggravating, but not the end of the world since I had the insurance. I was assured that I did not need the old PlayStation back because they would dispose of it because they did it a certain way that was supposed to be done. Once I got home about a week later, I tried to file an insurance claim on the PlayStation and was told that I needed pictures of the front and the back of the PlayStation, Ive called the Kenwood to try to get this . Ive been told that somebody will call me back because nobody there was able to send emails. I was finally told somebody was on their way to that location. They could take care of this issue and they would call me back in an hour. That never happened. *** called four different times and talked to four different people assured me that somebody would call me back and take care of this issue. That never happened. This is the most unprofessional business I have ever seen.

  Business Response

  Date: 06/28/2024

  June 28, 2024
  
  *******************
  E-mail: ************************
  
  Re: Case 21874230
  
  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 June 19, 2024 states the following:
  
  I recently took a PlayStation five to the location located in ******** In **********, ****. That time I was told I should sign up for home plus Program. I was told that if you have electronics And it breaks that they will fix it no matter what. I signed up for the HomePlus program. I proceeded to drop off my PlayStation. They had my PlayStation for a very long time. I had to call several times just to get an answer. They told me to come up and they would explain everything to me which I did. They told me that the PlayStation was not fixable and was capable of doing the repairs. Another employee told me I should take it to ******* because there were more experienced. I did so. I also took a light ballast that had malfunctioned as well. They had these items for several weeks. Again, I had to call to try to figure out what was going on.When I finally got in touch with somebody, they told me my items had been repaired and was ready for pick up. Once I showed up to pick my items up, I was then told neither one of the items could be repaired. A little aggravating, but not the end of the world since I had the insurance. I was assured that I did not need the old PlayStation back because they would dispose of it because they did it a certain way that was supposed to be done. Once I got home about a week later, I tried to file an insurance claim on the PlayStation and was told that I needed pictures of the front and the back of the PlayStation, Ive called the Kenwood to try to get this . Ive been told that somebody will call me back because nobody there was able to send emails. I was finally told somebody was on their way to that location. They could take care of this issue and they would call me back in an hour. That never happened. *** called four different times and talked to four different people assured me that somebody would call me back and take care of this issue. That never happened. This is the most unprofessional business I have ever seen.
  
  Your desired settlement states:
  
  Replacement.
  
  By way of background, UBIF *************** (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 Eastgate and ******* stores (individually, the ***************** the Kenwood Store, and collectively, the Stores), which are owned by Asurion UBIF Franchise, LLC (Asurion).
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you brought a PlayStation 5 (the Device) to the Eastgate Store for a cleaning on March 21, 2024.  Following the completed cleaning, on April 9,2024, you brought the Device back into the Eastgate Store because it would not stay powered on during use.  The Eastgate Store was unable to repair the Device and referred you to the Kenwood Store.  Unfortunately, after you brought the Device to the *************, they were also unable to repair it and the matter went unresolved.
  
  Following the receipt of your case, due to the unsuccessful repairs and the delay in communications from the Stores, Asurion authorized a Device reimbursement.  On June 20, 2024, a UBIF Specialist attempted to contact you to confirm some details to complete the Device reimbursement but was unable to reach you. However, the ** subsequently spoke to you and finalized the $500 Device reimbursement, which was processed for shipping and delivery to you within ten (10) business days.
  
  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 Device reimbursement, please contact the ** 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:06/12/2024

  Type:Sales and Advertising 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 June 10th 2024 I had a screen protector repair done here. The screen protector immediately failed and was peeling across the screen due to poor placement. I went back in to get a full refund as I was going to apply a new screen protector myself. They only offered me a partial refund for the screen protector itself but they were unwilling to provide a refund for the 'cleaning' that I did not ask for and received no benefit from since the service they did for me failed. When I asked for a full refund, they declined.

  Business Response

  Date: 06/19/2024

  June 19, 2024
  
  *******************
  ************************************************************************** 5
  *************************
  
  Re: Case 21840699
  
  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 June 12, 2024 states the following:
  
  On June 10th 2024 I had a screen protector repair done here.The screen protector immediately failed and was peeling across the screen due to poor placement. I went back in to get a full refund as I was going to apply a new screen protector myself. They only offered me a partial refund for the screen protector itself but they were unwilling to provide a refund for the 'cleaning' that I did not ask for and received no benefit from since the service they did for me failed. When I asked for a full refund, they declined.
  
  Your desired settlement states:
  
  Refund.
  
  Response:
  
  By way of background, UBIF *************** (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), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you visited the Store on June 10, 2024 for a repair on an ******* Galaxy Z Flip3 5G (the Device) with a screen protector film that was peeling off the Device.  You were charged $53.49, which included the replacement screen protector film and a cleaning fee.  After the repair, you reported that it was unsuccessful and the Store subsequently provided you with a partial refund of $21.05 for the screen protector film.
  
  Following the receipt of your case, Asurion has authorized a refund of the remaining $32.44 that you were charged. On June 13, 2024, an Asurion Resolution Specialist (**) attempted to contact you to complete the refund but was unsuccessful.  At your earliest convenience, we kindly ask that you please contact the ** using the contact information provided to you.
  
  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.
  
  Please feel free to contact me by email if there are any additional questions or concerns.  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:06/05/2024

  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.

  Had appointment, drove 90 miles. **** not there. They didn't call or care about customer relations. $27.00 in gas quoted $90.00 for repairs now $100.00 . Lying, cheating POS. NOT HAPPY WITH CHANGING TERMS, PRICING, AND NO NOTIFICATIONS FROM THEM. Not a good business practices. Bad company. I'm going on line to complain also RIPOFF COMPANY. I WANT MY PHONE FIXED FOR PRICE QUOTED AND MY TIME COMPENSATED I'm missed. S***** company, not good business practices .

  Business Response

  Date: 06/18/2024

  June 18, 2024
  
  *************************
  136 *************.
  ***********************
  
  Re: Case 21806702
  
  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 June 5, 2024 states the following:
  
  Had appointment, drove 90 miles.  Part not there.  They didn't call or care about customer relations.  $27.00 in gas quoted $90.00 for repairs now $100.00 .  Lying,cheating POS.  NOT HAPPY WITH CHANGING TERMS, PRICING, AND NO NOTIFICATIONS FROM THEM.  Not a good business practices.  Bad company.  I'm going on line to complain also RIPOFF COMPANY.  I WANT MY PHONE FIXED FOR PRICE QUOTED AND MY TIME COMPENSATED I'm missed.  Shitty company, not good business practices.
  
  Your desired settlement states:
  
  Billing adjustment; Finish the job;Repair.
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) branded stores that repair consumer electronic devices.  Each ********************** location is independently owned and operated by franchisees.  Your case involves the ***********, ** store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you visited the Store for a screen replacement for a ******* Galaxy A15 (the Device).  Unfortunately, the Store did not have the part available at that time.
  
  Following the receipt of your case, Asurion researched your concerns.  In response to your concerns regarding the initial repair quote, please note that a repair quote is subject to change depending upon the completed diagnostic service, parts,and the type of repair service(s) required. Please note that Asurion will notify you of the repair cost before beginning any work.  In addition, pursuant to the Repair Terms of Service, Under no circumstances shall we be liable for any indirect, incidental,consequential, special or exemplary damages, including but not limited to loss of time.  Therefore, your request for compensation for time lost is denied.
  
  Nevertheless, to amicably resolve the matter, on June 11, 2024, a **** Specialist contacted you to discuss your concerns.  After confirming some Device details with you, the **** Specialist informed you that the parts will not be available until June 27, 2024.  The **** Specialist attempted to contact you again multiple times to offer a $50 check as a customer courtesy due to the inconvenience caused by the parts delay, but has been unable to reach you.  As of the date of this letter, we are awaiting your response.  To move forward with the acceptance of the check and to set up a repair appointment once the part becomes available,please contact the **** Specialist using the contact information previously provided.
  
  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 other concerns, please 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:05/29/2024

  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.

  febuary 2-8 2024 sent my i pad of feb 2 told on feb 8 it would cost $***.00 to fix when i got it back it was worse then when i sent it in talked to girl by the name of ***** she told me to send it back and she would fix it are replace it i have asked her to replace it give me my #***.00 back and my old i pad back i have not seen anything for 3 weeks tracking # 1z7f2v228409226769 Thanks Rich

  Business Response

  Date: 06/11/2024

  June 11, 2024
  
  ***********************************
  ***************
  *******,MO 65041
  
  Re: Case 21776386
  
  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 May 29, 2024 states the following:
  
  febuary 2-8 2024 sent my i pad of feb 2 told on feb 8 it would cost $***.00 to fix when i got it back it was worse then when i sent it in talked to girl by the name of ***** she told me to send it back and she would fix it are replace it i have asked her to replace it give me my #***.00 back and my old i pad back i have not seen anything for 3 weeks tracking #1z7f2v228409226769 Thanks ****.
  
  Your desired settlement states:
  
  Replacement.
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) branded stores that repair consumer electronic devices.  Each ********************** location is independently owned and operated by franchisees.  Your case involves the Chesterfield store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you sent an Apple iPad Air 2 (the Device) with a malfunctioning charging port to the Store on February 8, 2024.  Following the Device **************************** included replacement of the charging port and the battery, diagnostic testing determined that the Device was functioning properly.  On March 5, 2024, the repaired Device was delivered to you at the address you provided.  You subsequently reported that the Device would not power on and you sent the Device back to the Store, which was received on April 12, 2024.  Unfortunately, the matter went unresolved.
  
  Following the receipt of your case, a **** Specialist contacted you to discuss your concerns.  To provide an amicable resolution, Asurion authorized a Device reimbursement, and you accepted.  On May 31, 2024, the $218.00 check was processed and forwarded to your preferred address for shipping and delivery to you within ten (10) business days. Therefore, we consider the matter resolved.
  
  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 further questions or concerns, please feel free to contact the **** Specialist using the contact information previously provided or, alternatively, feel free to 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:05/19/2024

  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 this business after being recommended by ******* to get my one fix. I was told by a worker that they put an order in for a battery, which will come within a week. I called after a week and checked the status of the battery, but I kept getting excuses that the battery was taking extra long to come and that they've been having issues with orders being delivered from *******. The worker apologized and promised to get the issue resolved. A month later, the battery was finally delivered. I came at the end of the day on May 18th, 2024, and was told to return the next day or leave the phone. I couldn't leave the phone as it's my only device. I returned the phone to the business around 12:30 PM and was told it could be ready at 4 PM, but I had people ahead of me. I called after 4 PM to check on the status. The guy who answered the phone said they were trying to call me because they had to do some additional work on the phone and needed my passcode. I gave him the passcode and informed him that I didn't have another phone (I had to set up ****** Voice on my laptop to make a call). He then said I would have to pick up the phone because it was not ready yet... They would have to do some additional troubleshooting stuff. I told him I was told the phone would be ready tomorrow for pickup as they were about to close. I told him I needed my phone as I don't have any other phone. We pretty much use our phones for everything nowadays, and I have a very important telehealth meeting with my doctor the next day. I'm unable to log into certain things in phone because of the security feature that sends text to verify. Talked to the worker with the glasses and curly hair and told him how I needed my phone. He told me if I had come at 4, they could've unlocked the phone and finished fixing it. So basically, my phone still wasn't fixed at the proposed time. He said to come the next day when they open... I told him to have a blessed day. He went on about how he hopes I be blessed

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  ***************************
  *********************************************. G
  ******************
  
  Re: Case 21733376
  
  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 May 19, 2024 states the following:
  
  I went to this business after being recommended by ******* to get my one fix. I was told by a worker that they put an order in for a battery, which will come within a week. I called after a week and checked the status of the battery, but I kept getting excuses that the battery was taking extra long to come and that they've been having issues with orders being delivered from *******. The worker apologized and promised to get the issue resolved. A month later, the battery was finally delivered. I came at the end of the day on May 18th, 2024, and was told to return the next day or leave the phone. I couldn't leave the phone as it's my only device. I returned the phone to the business around 12:30 PM and was told it could be ready at 4 PM, but I had people ahead of me. I called after 4 PM to check on the status. The guy who answered the phone said they were trying to call me because they had to do some additional work on the phone and needed my passcode. I gave him the passcode and informed him that I didn't have another phone (I had to set up ****** Voice on my laptop to make a call). He then said I would have to pick up the phone because it was not ready yet... They would have to do some additional troubleshooting stuff. I told him I was told the phone would be ready tomorrow for pickup as they were about to close. I told him I needed my phone as I don't have any other phone. We pretty much use our phones for everything nowadays,and I have a very important telehealth meeting with my doctor the next day. I'm unable to log into certain things in phone because of the security feature that sends text to verify. Talked to the worker with the glasses and curly hair and told him how I needed my phone. He told me if I had come at 4, they could've unlocked the phone and finished fixing it. So basically, my phone still wasn't fixed at the proposed time. He said to come the next day when they open... I told him to have a blessed day. He went on about how he hopes I be blessed.
  
  Your desired settlement states:
  
  Contact by the business.
  
  By way of background, UBIF *************** (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), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you visited the Store on April 6, 2024 for a battery replacement for a ******* Galaxy S23 Ultra 5G (the Device).  Diagnostic testing confirmed that the Device battery was rapidly draining, but the Device was functioning properly otherwise.  You were provided a timeframe of 7-10 business days for the Store to complete the battery replacement, and the device password was not requested at that time.
  
  Unfortunately, there was a delay in obtaining the replacement battery for the Device.  On May 18, 2024, you contacted the Store to arrange a pickup of the Device for the following day, but there was a delay in completing the repair and performing diagnostic testing because the Store needed the Device password, which you then provided.  On May 20, 2024, after the Device ********************** was completed and diagnostic testing determined that the Device was functioning properly, you picked up the Device at the Store.
  
  Following the receipt of your case, on May 20, 2024, an Asurion Resolution Specialist (**) contacted you to discuss your concerns.  To provide an amicable resolution, due to the repair delay and a lack of communication regarding the delay, Asurion authorized a courtesy refund of $50, and you accepted. On May 20, 2024, the $50 refund check was processed and forwarded to your preferred address for shipping and delivery to you within ten (10)business days.  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 remaining questions, please feel free to contact the ** using the contact information previously provided or, alternatively, feel free to 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:05/19/2024

  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 took my phone in for a fuzzy camera when it was defective, my earpiece and face id wiring was damaged,

  Business Response

  Date: 06/05/2024

  June 5, 2024
  
  ***************************
  E-mail: *****************
  
  Re: Case 21730037
  
  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 May 19,2024, states the following:
  
  I took my phone in for a fuzzy camera when it was defective,my earpiece and face id wiring was damaged.
  
  Desired Resolution:
  
  Repair.
  
  Response:
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) branded stores that repair consumer electronic devices.  Each ********************** location is independently owned and operated by franchisees.  Your case involves the **************** 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 May 12, 2024, you brought your Apple iPhone 12 Pro *** (the Product)to the Store requesting to have it cleaned. However, the initial diagnosis determined that the Products cameras appeared to contain moisture under the lens. On May 13, 2024, when you returned to the Store, the repair technician informed you that it had been determined that the Product had sustained liquid damage,which had subsequently caused the screen, microphone, and speaker to malfunction.  The technician informed you that the Store could attempt a repair; however, the Product would not be covered by the **** 1-year Limited Warranty following a repair due to the liquid damage.  In addition, the technician informed you that there was no guarantee that a repair would be successful.
  
  Please note that all repairs are backed by a 1-year Limited Warranty, which includes exclusions if applicable.  A complete copy of the Terms and Conditions governing the 1-************ Warranty is made available at ********************************************************.  The most pertinent section of the Terms and Conditions is included below for reference.
  
  11. Limited Warranty: The repairs and parts used in the Services, and any replacement Device provided pursuant to this Agreement, will be warranted for a period of one (1) year from the date the Services are completed (the Limited Warranty), subject to the provisions and exclusions set forth herein.
  A. Limited ************************************** Warranty does not apply to Services or repairs performed on Devices that have been exposed to moisture or liquids outside of the manufacturers intended use, regardless of whether the Services attempted to repair such damage or exposure.
  
  As indicated above, the Limited Warranty does not cover defects resulting from liquid damage.  Therefore,you were correctly informed that if a repair is performed on the Product, the Product would not subsequently be covered under the 1-************ Warranty due to the Products prior exposure to moisture or liquids.  Following receipt of the BBB matter, on May 27, 2024, a **** representative contacted you to further explain the Warranty coverage and the Products assessment, and you did not request any further assistance.
  
  Although we cannot meet your desired resolution, the Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.
  
  Sincerely,
  
  *********************
  Asurion, Regulatory Affairs
  Email: ******************************************
  

• Initial Complaint

  Date:05/09/2024

  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 my cell phone in for a battery replacement on Saturday 5/4/24. By Monday, I was receiving messages on the phone saying my SIM card was not installed. Immediately following that my screen went completely black and has lines going up and down it, but nothing else. I took the phone back to the store to have it looked at and they said they would replace the screen under warranty. When I went to pick up the phone the next day, they claimed the battery they installed was defective and destroyed my phone, giving me a number with Asurian to call and file a complaint. ******* denied having any involvement with UBreakIFix and that they would not cover anything. I have received a refund for the original battery fix, but I am out the money to replace my previously working phone. I still owed roughly $350 on the phone. Because it is their fault for breaking the phone, I would like either a new one of same or better make and model or direct reimbursement for the replacement I will be buying on my own.

  Customer Answer

  Date: 05/09/2024

  The store I visited was UbreakIFix on *********** in ********, ****. Zip code is 43214. 

  Business Response

  Date: 05/22/2024

  May 22, 2024
  
  *************************
  *******************
  
  Re: Case 21688275
  
  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 May 9, 2024, states the following:
  
  I brought my cell phone in for a battery replacement on Saturday 5/4/24. By Monday, I was receiving messages on the phone saying my SIM card was not installed. Immediately following that my screen went completely black and has lines going up and down it, but nothing else. I took the phone back to the store to have it looked at and they said they would replace the screen under warranty. When I went to pick up the phone the next day, they claimed the battery they installed was defective and destroyed my phone, giving me a number with Asurian to call and file a complaint. ******* denied having any involvement with UBreakIFix and that they would not cover anything. I have received a refund for the original battery fix, but I am out the money to replace my previously working phone. I still owed roughly $350 on the phone. Because it is their fault for breaking the phone, I would like either a new one of same or better make and model or direct reimbursement for the replacement I will be buying on my own.
  
  The store I visited was UbreakIFix on *********** in ********, ****. Zip code is 43214.
  
  Desired Resolution:
  
  Replacement
  
  
  
  Response:
  
  By way of background, UBIF Franchising Co.(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 Columbus store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  Following the receipt of your case, on May 13, 2024, an Asurion resolution specialist contacted you to discuss your concerns regarding the device malfunctions following the May 4,2024, repair of your ****** Pixel 6 Pro (Product).  As a resolution, in addition to the refund of the $107.49 for the battery repair, the Asurion resolution specialist offered to provide reimbursement for the Product in the form of a check totaling $400,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 is not representative of the quality and/or reliability of the service we strive to provide.
  
  Regards,
  
  ***************************
  Regulatory Complaints
  Email ***************************************
  
  

  Customer Answer

  Date: 05/22/2024

   
  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:05/07/2024

  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 had a ******* Galaxy A03s screen repaired at a uBreakiFix on 9/15/23 at ************************************. The screen has broken again (physical damage), but the store said on 5/6/24 that they will not fix it under warranty because they said it does not cover physical or liquid damage. On their website (*****************************************************************************) it says "Our repairs come with a 1-year limited warranty, valid at all our locations. The only exceptions are liquid damage repairs or if were working on your device through your Original Equipment Manufacturer warranty or some other coverage plan. Then the terms of that coverage would apply. There is no liquid damage and the other terms do not apply to this scenario. When I was looking for places to take my phone for repair, I looked online at several places. I specifically noticed this policy on their website and the warranty policy was the decision point for me to use this business. I also followed up with the corporate customer service on 5/7/24 and they confirmed they will not fix it under warranty. I believe this business is using deceptive advertising practices and should be held accountable.

  Customer Answer

  Date: 05/07/2024

  1. the name of the cell phone carrier  - T-Mobile
  2. the associated phone number  - the number of the phone being fixed was ************.  The number associated with billing was ************
  3. Claim ID # if available - do not have

  Customer Answer

  Date: 05/24/2024

  Responding to the message from:

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

  No I have not heard from the company. 

  Business Response

  Date: 06/04/2024

  June 4, 2024
  
  *************************
  ****************
  *********************
  
  Re: Case 21678253
  
  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 May 7, 2024, states the following:
  
  I had a ******* Galaxy A03s screen repaired at a uBreakiFix on 9/15/23 at *************************************The screen has broken again (physical damage), but the store said on 5/6/24 that they will not fix it under warranty because they said it does not cover physical or liquid damage. On their website (*****************************************************************************) it says "Our repairs come with a 1-year limited warranty, valid at all our locations. The only exceptions are liquid damage repairs or if were working on your device through your Original Equipment Manufacturer warranty or some other coverage plan. Then the terms of that coverage would apply. There is no liquid damage and the other terms do not apply to this scenario. When I was looking for places to take my phone for repair, I looked online at several places. I specifically noticed this policy on their website and the warranty policy was the decision point for me to use this business. I also followed up with the corporate customer service on 5/7/24 and they confirmed they will not fix it under warranty. I believe this business is using deceptive advertising practices and should be held accountable.
  
  Desired Resolution:
  
  Repair; Refund;Modification/discontinuance of an advertised claim.
  
  Response:
  
  By way of background, UBIF *************** (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), 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 September 15, 2023, you brought your ******* A03s (the Product)to the Store requesting assistance with repairing the Products cracked screen.  Later, on the same day, the Store successfully repaired the Product. In addition, the repair technician took photos of the Product, performed quality inspection checks, and received successful results after the services provided, which concluded the Product was in good working condition.  On May 7,2024, you returned to the Store to report that the Product had incurred damage after the repair.
  
  Please note that all repairs are backed by a 1-year Limited Warranty.  A complete copy of the Terms and Conditions governing the 1-************ Warranty is made available at ********************************************************. The most pertinent section of the Terms and Conditions is included below for reference.
  
  11. Limited Warranty: The repairs and parts used in the Services, and any replacement Device provided pursuant to this Agreement, will be warranted for a period of one (1) year from the date the Services are completed (the Limited Warranty), subject to the provisions and exclusions set forth herein.
  

  A. Limited ************************************** Warranty does not apply to Services or repairs performed on Devices that have been exposed to moisture or liquids outside of the manufacturers intended use, regardless of whether the Services attempted to repair such damage or exposure. This Limited Warranty does not provide coverage for Devices which have been subjected to abuse, misuse, damage due to external causes or an Act of God, normal wear and tear which does not affect the original manufacturers intended use, battery leakage or damage resulting from battery leakage. Furthermore, this Limited Warranty does not cover defects resulting from any action by You, including but not limited to mishandling, physical damage, operation outside of design limits, improper repair by someone other than Us, or unauthorized modification. This Limited Warranty does not apply if Your Device shows evidence of tampering or shows evidence of being damaged as a result of excessive corrosion, electrical current, heat, moisture or vibration,or as a result of improper specification, misapplication or other operating conditions outside of Our control. This Limited Warranty covers the following software Services only: factory restores, backups, jailbreaks, and unlocks.This Limited Warranty does not apply to Devices with software modifications performed by someone other than Us following the completion of the Services,including without limitation updated software, use of unauthorized or unapproved software, viruses, malware, spyware, or attempts to modify any software that has been installed by Us. This Limited Warranty is non-transferable and does not apply to Devices on which the serial number has been altered, defaced or is missing.
  

  As indicated above, the Limited Warranty does not cover defects resulting from any action by You, such as physical damage.  As you indicated that the Product had experienced physical damage following the repair, the additional damage voids the warranty. Therefore, you were correctly informed that the Product could not be repaired under the 1-************ Warranty.
  
  Although we cannot meet your desired resolution, the Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.
  
  Regards,
  
  ***************************
  Regulatory Complaints
  Email ***************************************

• Initial Complaint

  Date:04/27/2024

  Type:Product 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 cracked my phone screen and had gadget guard liquid glass on so I was directed to a trusted/certified repair facility for the repair. This was UbreakIfix. I dropped my phone off and picked it up same day (April 15th) costing $305 out of pocket. Upon pick up I was handed my phone and simply walked out. I was not told to inspect it or anything like that, a typical pickup. Everything appeared good and I noticed no issues at first but i do not use my phone a lot. On Saturday the 20th I noticed a black spot on the border at the bottom of the screen. The spot is relatively small and extremely hard to see on my regular lock screen which is why it probably took 5 days to notice. I immediately called UbreakIfix and notified them that there may have been an issue with the repair and they advised me to bring it in. Once I arrived on 27 Apr to have it inspected the 2 gentleman at the desk mentioned that it looks like "LED leak" and there was "dead pixels". They said it would probably be covered. After talking with who I would assume is the manager I was informed that it was not covered and the best they could to is discount replacing the screen again. He told me that the screen was in no way like that when I picked it up even though we did not conduct an inspection of the phone when I picked it up. I was told that the minute the phone leaves the building it's no longer covered because that is "damage". I don't use my phone all that much and I find it ridiculous that a company can tell me that an issue found 5 days after a replacement on the replacement part isn't covered under a warranty. I would like a refund for the "repair" or it to actually be fixed.

  Customer Answer

  Date: 04/29/2024

  I submitted a complaint to the larger company outside of the local business.  They replied today and were very helpful.  I may have resolution in the next few days.  However, none of that is due any efforts on behalf of the Niagara Falls Store.  

  Business Response

  Date: 05/10/2024

  May 10, 2024
  
  ***************************
  2936 ***** Dr
  *************************
  
  Re: Case # ********
  
  Dear ***************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 27,2024, states:
  
  I cracked my phone screen and had gadget guard liquid glass on so I was directed to a trusted/certified repair facility for the repair. This was UbreakIfix. I dropped my phone off and picked it up same day (April 15th) costing $305 out of pocket. Upon pick up I was handed my phone and simply walked out. I was not told to inspect it or anything like that, a typical pickup. Everything appeared good and I noticed no issues at first but i do not use my phone a lot. On Saturday the 20th I noticed a black spot on the border at the bottom of the screen. The spot is relatively small and extremely hard to see on my regular lock screen which is why it probably took 5 days to notice. I immediately called UbreakIfix and notified them that there may have been an issue with the repair and they advised me to bring it in. Once I arrived on 27 Apr to have it inspected the 2 gentleman at the desk mentioned that it looks like "LED leak" and there was "dead pixels". They said it would probably be covered. After talking with who I would assume is the manager I was informed that it was not covered and the best they could to is discount replacing the screen again. He told me that the screen was in no way like that when I picked it up even though we did not conduct an inspection of the phone when I picked it up. I was told that the minute the phone leaves the building it's no longer covered because that is "damage". I don't use my phone all that much and I find it ridiculous that a company can tell me that an issue found 5 days after a replacement on the replacement part isn't covered under a warranty. I would like a refund for the "repair" or it to actually be fixed
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  By way of background, UBIF *************** (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 (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 April 15, 2024, you brought your ******* Galaxy s23+ 5G (Product) to the Store requesting assistance with repairing the Products cracked screen.  Later the same day, the Store successfully repaired the Product. However, on April 20,2024, you contacted the Store to report a spot near the bottom of the device.At that time, you were instructed to bring the Product back to the store. Upon arrival at the Store on April 27, 2024, you were informed that the *** bleed could not be covered under the warranty.
  
  Following the receipt of this matter, on May 1,2024, an Asurion Resolution Specialist (**) contacted you and offered to provide a screen repair under the warranty, pending your visit to the Amherst store. If you have any questions or concerns, please contact the ** directly using the contact information provided.
  
  We again sincerely apologize for your frustration.We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 05/10/2024

   
  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.  I am currently scheduled to have the problem solved upon my return from a work trip. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/26/2024

  Type:Billing 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 April 22nd 2024 was scheduled by ******* to visit the uBreakiFix store located at 1979 *************************************, for a Phone repair. Originally quoted $450 for Galaxy Fold 4 inner screen replacement, received a call from the store 30 minutes before the store closed stating that their system was wrong and the price was actually $600 or I could come pick up my phone. Called back in the morning to speak with the manager who informed me the price was actually $700 because their system was wrong yet again. ******* (Who sent me here) list their price as $556 online, Manager claimed their part cost was $700 and could not go any lower despite printed receipt stating $450. Terrible experience.

  Business Response

  Date: 05/08/2024

  May 8, 2024
  
  *******************************
  205 Maevi Dr
  **********, IN 47150
  
  Re: Case # ********
  
  Dear *******************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 25,2024, states:
  
  On April 22nd 2024 was scheduled by ******* to visit the uBreakiFix store located at 1979 ************************************, for a Phone repair. Originally quoted $450 for Galaxy Fold 4 inner screen replacement, received a call from the store 30 minutes before the store closed stating that their system was wrong and the price was actually $600 or I could come pick up my phone. Called back in the morning to speak with the manager who informed me the price was actually $700 because their system was wrong yet again. ******* (Who sent me here) list their price as $556 online, Manager claimed their part cost was $700 and could not go any lower despite printed receipt stating $450. Terrible experience.
  
  The desired resolution listed in your case states the following:
  
  Bill adjustment.
  
  Response:
  
  By way of background, UBIF *************** (UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each franchise location is independently owned and operated by franchisees.  Your case involves the ************ store (Store), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  Following the receipt of this matter, on April 26, 2024, and April 27, 2024, an Asurion Resolution Specialist attempted to contact you via calls and email but could not reach you. The Asurion Resolution Specialist left a voicemail on the wireless number ending in 6715 and emailed *********************** with their direct contact information. If you have any questions or concerns or require assistance with your claim, please contact the Asurion Resolution Specialist directly using the contact information provided.
  
  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 ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 05/08/2024

   
  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,
  
  *******************************