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

125 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:04/25/2024
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 have received a total of 2 defective replacement phones from Asurion Insurance. When I tried to rectify the problem, I was met with scrutiny, emotional harm, lack of empathy or concern. On Thursday, 4/18/24, 1 of the 3 phone lines that I have with **** stopped working. I called Asurion to file a claim on Sat, 4/20/24. I was told I would receive a new phone by Mon, 4/22/24 or Tues, 4/23/24. I was told to mail the initial phone of 1.5 years, ******** using the shipping label inside. I mailed it back on Mon, 4/22/24. As of today, Thurs, 4/25/24, Asurion rep ******** stated the phone has not been received. I received the first DEFECTIVE REFURBISHED/RECERTIFICATION CELL PHONE on Mon, 4/22/24. This phone would not hold a charge; so, I called Asurion back to inform them. I was told that another phone would be mailed out on 4/22/24. I received the SECOND DEFECTIVE PHONE on Wed 4/24/24. I called and I WAS TREATED POORLY by *****, ********* and ***** trying to receive an operable replacement. No empathy for my sister being without her phone for a week. I visited ATT store, spoke to rep ******* and he confirmed that the phone was DEFECTIVE and did not hold a charge. Spoke to *****, who was nice nasty, then transferred to ******** in escalation, and then to ***** in the ***************** I was told by ***** that my claim has to go into review because I have 2 NEW DEFECTIVE PHONES. ***** said that I needed to mail 1 of the phones through **** call her with tracking #, then she can initiate the claim for a 3RD PHONE. But when I dropped off the 1st phone to **** I called to tell her, give the tracking number, but she told me that the phone has to be in warehouse before she can send another 1. My sister will be without her phone for 2-3 weeks, being charged a bill for service not received, being inconvenienced, spending gas to mail off PHONES, taking off from work to be home to receive the phones, NEVER GIVEN A TEMPORARY PHONE, and I have been charged the $25 coinsurance.
Customer Answer
Date: 04/26/2024
I failed to include the price of the phone which was approximately $400. I want that refunded to me so that I can purchase a new one. Thank you!
Customer Answer
Date: 04/29/2024
Would like to withdraw the complaint. The Asurion CEO Office Representative, ********, provided me with a reimbursement check today and I was able to purchase a new phone today. Thank you.
Initial Complaint
Date:04/22/2024
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.
We took a laptop to this business for replacement of a plastic cover. Only to have the laptop completely ruined. Prior to taking it there this was a fully functioning operating system. And we got our laptop back and it longer powered on. They claimed they were going to replace the system and even upgrade it after 4 weeks they said they couldnt fix it. They refused to give us the replacement value and a refund and instead offered $600 total. The laptop was worth more than $600 and we paid $150 to this business to fix a part. They should not be allowed to touch a computer or scam customers into thinking they are competent enough to do any type of computer repair. We were left in a worse situation than we started and were treated poorly when they were entirely at fault. This company owes me an additional $150 to cover the replacement cost of my laptop.
Business Response
Date: 05/03/2024

**********************************************************************
Asurion.com

May 3, 2024

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

Re: Case 21606561

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 April 21, 2024 states the following:

We took a laptop to this business for replacement of a plastic cover. Only to have the laptop completely ruined. Prior to taking it there this was a fully functioning operating system. And we got our laptop back and it longer powered on. They claimed they were going to replace the system and even upgrade it after 4 weeks they said they couldnt fix it. They refused to give us the replacement value and a refund and instead offered $600 total. The laptop was worth more than $600 and we paid $150 to this business to fix a part. They should not be allowed to touch a computer or scam customers into thinking they are competent enough to do any type of computer repair. We were left in a worse situation than we started and were treated poorly when they were entirely at fault. This company owes me an additional $150 to cover the replacement cost of my laptop.

Your desired settlement states:

Refund.

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 March 15, 2024 for a repair on an **** Nitro laptop computer (the Device) with a damaged top plastic bezel and hinge. After the repair, you reported that the Product would not power on, and the Store offered you $451.61 due to the failed repair of your Device, which you accepted.

Following the receipt of your case, an Asurion Resolution Specialist (**) contacted you to discuss your concerns. To provide an amicable resolution, Asurion authorized a full refund of the repair cost by check, and you accepted. On April 24, 2024, the $148.39 check refund was processed and forwarded to your preferred address for shipping and delivery to you within ten (10)business days, of which you subsequently confirmed receipt. 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:03/08/2024
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.
To whom it may concern, I ********************* would like to file a ethics complaint against UBreakiFix by Asurion that occurred on February 20, 2024 when i brought in the iPhone 13 Pro *** due to the cracked screen incident that happened day before when i brought my phone here to get repaired. i wanted to share my unpleasant, very atrocious experience from this store located in my area because when i walked in and to ask them if i could get my iPhone 13 Pro *** to get repaired the first thing that the employee in this store would do was extremely unprofessionally yawning and stretching their arms out when i am asking them to help assist me in repairing my device and their response was very unacceptable that they had refused me and told me that they couldn't do anything about my phone and that they just didn't want to perform a diagnostic on my phone and instead giving me misinformation and informing me a random price quote based on their knowledge which i find very unethical of their business practices and told me the price would be at a very low cost and was told that i had to file a claim first before they would start a repair. in other words, before i came here i was already told by both the phone carrier insurance and my phone carrier store employee that once the insurance was already applied i can walk in to any UBreakiFix store without the need to file a claim. but that was not the case in my situation after wasting over 3 hours in the store repeatedly telling me that they couldn't do anything about my damaged cracked phone and was told that i would need to file a claim before walking in the store. i felt that the way that the employee treating me at this location was extremely unprofessional, very unethical and very unfairly treated with misinformation. i am extremely disappointed in this experience and hoping that this business would be taken accountable for their irresponsibility of assisting a customer like myself being treated this unethical way.
Customer Answer
Date: 03/11/2024
The store location of this repair shop that i am submitting my complaint was UbreakiFix by Asurion
********************************************. Thank you
Business Response
Date: 03/29/2024
March 29, 2024

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

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 March 7, 2024, states:

To whom it may concern, I ********************* would like to file a ethics complaint against UBreakiFix by Asurion that occurred on February 20, 2024 when i brought in the iPhone 13 Pro *** due to the cracked screen incident that happened day before when i brought my phone here to get repaired. i wanted to share my unpleasant, very atrocious experience from this store located in my area because when i walked in and to ask them if i could get my iPhone 13 Pro *** to get repaired the first thing that the employee in this store would do was extremely unprofessionally yawning and stretching their arms out when i am asking them to help assist me in repairing my device and their response was very unacceptable that they had refused me and told me that they couldn't do anything about my phone and that they just didn't want to perform a diagnostic on my phone and instead giving me misinformation and informing me a random price quote based on their knowledge which i find very unethical of their business practices and told me the price would be at a very low cost and was told that i had to file a claim first before they would start a repair. in other words, before i came here i was already told by both the phone carrier insurance and my phone carrier store employee that once the insurance was already applied i can walk in to any UBreakiFix store without the need to file a claim. but that was not the case in my situation after wasting over 3 hours in the store repeatedly telling me that they couldn't do anything about my damaged cracked phone and was told that i would need to file a claim before walking in the store. i felt that the way that the employee treating me at this location was extremely unprofessional, very unethical and very unfairly treated with misinformation. i am extremely disappointed in this experience and hoping that this business would be taken accountable for their irresponsibility of assisting a customer like myself being treated this unethical way.

Response:

We sincerely regret any inconvenience or frustration this may have caused. Upon receiving your case, we attempted to research your concerns with the information you provided. Unfortunately, we were unable to locate any claim, repair, or account history related to the issue you discussed. In order to assist you further, we will need to obtain additional information from you. If further assistance is required, kindly respond with the following information:

The wireless phone number associated with the repaired device
The retail store location (name and address) through which your device was ************************.
Account number, claim number, or service request number associated with your repair.

Please feel free to contact me if there are any additional questions or concerns. I am available by email Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Regards,

***************************
Regulatory Complaints
Email ***************************************
Customer Answer
Date: 04/01/2024

Complaint: 21403427

I am rejecting this response because:
You guys literally failed to understand my concerns about my phone when I walked in the store to get the phone repaired. One of the associate gave me very unethical behavior towards me when I ask them about my cracked phone. The person refused to repair it because they want me to file a claim on it which in this case I was not told that when I was at my phone carrier. Therefore, I am rejecting this response as ASURION as a company failed to maintain a professionalism and allowing unethical behavior in the store and refusing to help out a customer. Therefore I AM HIGHLY REJECTING your response as you did nothing to help the customer but full of disappointment. As a result, your apology will not solve the problem as it doesnt bring justice to my issues and its inappropriate that one of your associate at the store literally YAWN at my face when I was encountering with the concerns of my iPhone repair.
Sincerely,

*********************
Customer Answer
Date: 04/01/2024
This ASURION location was at the **********************************************
Customer Answer
Date: 04/01/2024
I was only there to ask if it was able to repair for my phone I was not aware of asking for filing a claim or wireless phone number associated to the account as this was just a walk in discussion on repairs.
Business Response
Date: 05/10/2024
May 10, 2024

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

Re: Case # ********

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

I am writing in response to the April 29, 2024, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.

Your rebuttal filed with the BBB states:

I was only there to ask if it was able to repair for my phone I was not aware of asking for filing a claim or wireless phone number associated to the account as this was just a walk in discussion on repairs.

Conclusion:

We sincerely apologize for your frustration and the inconvenience caused. We make a commitment to our customers to make the ********************** process easy and convenient,and we truly regret that this was not your experience. Your experience is not representative of the quality and/or reliability of the service Asurion strives to provide, and your feedback will be utilized in identifying opportunities for process improvement.

Regards,

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

Customer Answer
Date: 05/10/2024

Complaint: 21403427

I am rejecting this response because: you need to improve your customer service because what they did to me was unacceptable and very unethical for yawning at my face during the discussion about the situation at the store. also, you need to understand that im a customer and knowing that customer service being allowed to lie in a customer face about the insurance needing to be claimed is beyond unacceptable and unethical. Therefore, I am rejecting this response as unsatisfactory. I can't accept such horrendous behavior that occurred during my visit at the store. please accept this message as a loss of trust from a customer and will hoping to not hear from this again. Thanks

Sincerely,

*********************
Initial Complaint
Date:02/13/2024
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.
On last week of January of 2024 I spoke **** about repairing my Xbox360 from overheating. We discussed cleaning the dust AND adding thermal paste. He quoted me a price of $50 and I turned it in.I continued to stay in contact with them and continued to speak about the overheating and thermal paste.***** kept insisting that the unit was working and did not need the thermal paste. It seemed as though ***** did not know how to do it because she kept making excuses as to why it shouldnt be done.***** texted me that they tested a game and it was working to come and pick it up. I picked it up on the 2nd of February and tried using a game that worked well before and now it did not work at all. I called back and spoke to **** again that if ***** is not willing to use the thermal paste then I would just like a refund and **** said "Yeah sure". They said they would take it and test it again for an hour and then decide what to do, Not five minutes after I brought it back did ***** call me saying it probably needed more parts trying to get me to pay more money but still refusing to do the thermal paste I paid them to do ,according to ****, and she is saying that I paid for a cleaning and I am not getting my money back, when it was discussed with her over and over about the overheating and thermal paste. When I went to pick it up the next day, *****, who claimed to be the manager, was there and was about to get **** but decided not to and stated he is backing up ***** even though the repair wasnt done. He was making excuses as well but refused to let us speak to ****. This business is untrustworthy and lied to me about the thermal paste and I feel I should get my money back. Its all over internet that thermal paste is the way to resolve the overheating and they refused to do it. I feel I should be fully refunded what I paid for fixing the overheating since that was not resolved.
Business Response
Date: 02/28/2024
February 28, 2024

***************************************
********************************* 1882
********,** 77584

Re: Case 21282829

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 13, 2024 states the following:

On last week of January of 2024 I spoke **** about repairing my Xbox360 from overheating. We discussed cleaning the dust AND adding thermal paste. He quoted me a price of $50 and I turned it in. I continued to stay in contact with them and continued to speak about the overheating and thermal paste. ***** kept insisting that the unit was working and did not need the thermal paste. It seemed as though ***** did not know how to do it because she kept making excuses as to why it shouldnt be done. ***** texted me that they tested a game and it was working to come and pick it up. I picked it up on the 2nd of February and tried using a game that worked well before and now it did not work at all. I called back and spoke to **** again that if ***** is not willing to use the thermal paste then I would just like a refund and **** said "Yeah sure". They said they would take it and test it again for an hour and then decide what to do, Not five minutes after I brought it back did ***** call me saying it probably needed more parts trying to get me to pay more money but still refusing to do the thermal paste I paid them to do ,according to ****, and she is saying that I paid for a cleaning and I am not getting my money back, when it was discussed with her over and over about the overheating and thermal paste. When I went to pick it up the next day, *****, who claimed to be the manager, was there and was about to get **** but decided not to and stated he is backing up ***** even though the repair wasnt done. He was making excuses as well but refused to let us speak to ****. This business is untrustworthy and lied to me about the thermal paste and I feel I should get my money back. Its all over internet that thermal paste is the way to resolve the overheating and they refused to do it. I feel I should be fully refunded what I paid for fixing the overheating since that was not resolved.

Your desired settlement states:

A full refund of 43.29.

By way of background, UBIF Franchising Co.(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 (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 January 29, 2024 for a repair on an Xbox 360 (the Device) for an overheating issue. After the repair, you reported that the Product was still overheating,and you requested a refund for the repair.

Following the receipt of your case, Asurion contacted you to discuss your concerns. To provide an amicable resolution, Asurion authorized a full refund of the repair cost by check, and you accepted. On February 14,2024, the $$43.29 check refund 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 repair 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 Asurion resolution specialist using the contact information previously provided.

Sincerely,

*****************
Asurion, Regulatory Affairs
Email: ************************************

Business Response
Date: 02/28/2024
February 28, 2024

***************************************
********************************* 1882
********,** 77584

Re: Case 21282829

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 13, 2024 states the following:

On last week of January of 2024 I spoke **** about repairing my Xbox360 from overheating. We discussed cleaning the dust AND adding thermal paste. He quoted me a price of $50 and I turned it in. I continued to stay in contact with them and continued to speak about the overheating and thermal paste. ***** kept insisting that the unit was working and did not need the thermal paste. It seemed as though ***** did not know how to do it because she kept making excuses as to why it shouldnt be done. ***** texted me that they tested a game and it was working to come and pick it up. I picked it up on the 2nd of February and tried using a game that worked well before and now it did not work at all. I called back and spoke to **** again that if ***** is not willing to use the thermal paste then I would just like a refund and **** said "Yeah sure". They said they would take it and test it again for an hour and then decide what to do, Not five minutes after I brought it back did ***** call me saying it probably needed more parts trying to get me to pay more money but still refusing to do the thermal paste I paid them to do ,according to ****, and she is saying that I paid for a cleaning and I am not getting my money back, when it was discussed with her over and over about the overheating and thermal paste. When I went to pick it up the next day, *****, who claimed to be the manager, was there and was about to get **** but decided not to and stated he is backing up ***** even though the repair wasnt done. He was making excuses as well but refused to let us speak to ****. This business is untrustworthy and lied to me about the thermal paste and I feel I should get my money back. Its all over internet that thermal paste is the way to resolve the overheating and they refused to do it. I feel I should be fully refunded what I paid for fixing the overheating since that was not resolved.

Your desired settlement states:

A full refund of 43.29.

By way of background, UBIF Franchising Co.(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 (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 January 29, 2024 for a repair on an Xbox 360 (the Device) for an overheating issue. After the repair, you reported that the Product was still overheating,and you requested a refund for the repair.

Following the receipt of your case, Asurion contacted you to discuss your concerns. To provide an amicable resolution, Asurion authorized a full refund of the repair cost by check, and you accepted. On February 14,2024, the $$43.29 check refund 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 repair 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 Asurion resolution specialist using the contact information previously provided.

Sincerely,

*****************
Asurion, Regulatory Affairs
Email: ************************************

Customer Answer
Date: 02/29/2024

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:02/13/2024
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.
Took my iPad to have the glass fixed. It. Worked good for a little then had to take it back it was not working properly. said whoever fixed it the first time never took the film off. So they kept it to fix it well. Evidently they did absolutely nothing its the same as it was when they kept it. I finally called Corporate talked to a girl by the name of ****. She had me send pictures to her what it was doing. She said she couldnt tell by the pictures I sent her. The last conversation I had with her was first she said she doesnt. Know whats wrong then the next txt she said something about ghost then she said about it being wet it would cancel my protection policy. I told her right out dont try to put the blame on me my iPad has never been outside my house except to bring it to one of your businesses and it was in a holder. I told her i was reporting her to the BBB, she acted like she didnt care. All I want is a replacement for my iPad. This has been going on for too long and I cant use it for. My health records from the hospital nor go on my Chart cause apple locked me out for trying to put my pass word in to many times cause. Of this iPad not working. Here is the number for the case manager I talked to *********** option 1 ext. 3176. I have all the txt if you would need them.
Customer Answer
Date: 02/13/2024
Cell phone carrier is ******* associated phone number. ********** alternative6102509732 retailor. Where purchased. Apple. Apple IPAD
Business Response
Date: 02/28/2024
February 28, 2024

*********************
100 Young **************** 18042

Re: Case 21285271

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 13, 2024 states the following:

Took my iPad to have the glass fixed. It. Worked good for a little then had to take it back it was not working properly. said whoever fixed it the first time never took the film off. So they kept it to fix it well. Evidently they did absolutely nothing its the same as it was when they kept it. I finally called Corporate talked to a girl by the name of ****. She had me send pictures to her what it was doing. She said she couldnt tell by the pictures I sent her. The last conversation I had with her was first she said she doesnt. Know whats wrong then the next txt she said something about ghost then she said about it being wet it would cancel my protection policy. I told her right out dont try to put the blame on me my iPad has never been outside my house except to bring it to one of your businesses and it was in a holder. I told her i was reporting her to the BBB, she acted like she didnt care. All I want is a replacement for my iPad. This has been going on for too long and I cant use it for. My health records from the hospital nor go on my Chart cause apple locked me out for trying to put my pass word in to many times cause. Of this iPad not working. Here is the number for the case manager I talked to *********** option 1 ext. 3176. I have all the txt if you would need them.

Your desired settlement states:

Replacement.

By way of background, UBIF Franchising Co.(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 (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 May 12, 2023 for a repair of an Apple iPad (the Device). During check-in, the Store noted that the Devices screen was cracked, the aluminum frame had visible abrasions,and the corners were dented. At that time,the Store explained that the Device may be ****************************. However, you agreed to move forward with the repair. On May 17, 2024, the repair was successfully completed and the Device was returned to you.

On January 22, 2024, you visited the store,reporting issues with ******** and that you were locked out of your Apple account. In addition, you reported that the Devices screen was responding to presses that you didnt initiate, or part of the screen was entirely unresponsive to the touch (Ghost-Touching). During the troubleshooting process, the Store could not replicate Ghost-Touching issues. In addition, the Store referred you to ******** and Apple to discuss your login concerns with those specific applications. However, you were dissatisfied with the resolution and stated your intent to contact the BBB regarding the matter.

Following the receipt of your case, Asurion contacted you to discuss your concerns. Between January 23, 2024 and February 6, 2024, you communicated with an Asurion Resolution Specialist (**). The ** requested a video evidencing the Ghost-Touching. However, the video and/or photos you submitted did not support the alleged Ghost-Touching. You were then instructed to contact an alternate UBIF store for a diagnostic. You were advised that if the store can replicate the Ghost-Touching issue, the Device will be ************************ under the warranty. However, if the store cannot replicate the Ghost-Touching issue, nothing more can be done, as it appears that the Product is working as it should. At this time,we kindly ask that you please contact the ** if you need assistance with locating an alternate UBIF location.

We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the repair 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 Asurion resolution specialist using the contact information previously provided.

Sincerely,

*****************
Asurion, Regulatory Affairs
Email: ************************************

Customer Answer
Date: 03/08/2024

Complaint: 21285271

I am rejecting this response because: they. Are sending me to far away to have it checked plus they NEVER mentioned anything about ******** or Apple. Knowing i got in touch with use she call me and left me a message which I dont want to deal with them now. Thats why I got in touch with BBB. Yes my iPad had ********** my screen was cracked. But it worked perfectly until they got their hands on it. Oh and one more thing there is someone else when I try to play games this name comes up. ***** the Wooden Leader, I told the kid at the desk he took it did something and gave it back to me. Very rude. He sure didnt remove it because its still there. I dont remember when I noticed on my iPad but I know for sure that it was not there when I took it to be fixed. Im 70 years old and on oxygen so I cant be driving a long distance period

*********************
Customer Answer
Date: 03/28/2024
Asrurion contacted me *********** offering me to take the device to Center Valley which I told them I cannot do that Im on oxygen I cant go alone. My daughter works just like they do plus she has 2 children and one due April 16, 2024. Within these at one point she said they were the Better Business Bureau if I wouldnt have talked to use I would have thought that she was. I have all the conversations on my phone. I kept telling her your store broke it so I want it replaced thats what I told BBB that would be my resolution thats when she said we are the BBB. I really got angry and said no your not I talked to the BBB I know how it works then she said I didnt say I was the BBB I I turned said yes you did and I have it on my phone. She hung up on me, not a good way of doing a business. Anyway Id say about an hour or more went by an I got a txt they offered me $346.53 and I could use that towards a new on. I waited for awhile I received 3 txts exactly the same thing. I called yesterday and told them I would take that offer. But Im writing to use so its on paper what went on. I actually told them to get in touch with use. Im assuming their 10 days are up. If I dont hear from them in a few days I will write to you. Thank you for your patients. Im 70 years old I cant afford a new iPad Im on a fixed income. Sincerely, *********************
Business Response
Date: 04/02/2024
April 2, 2024

*********************
100 Young **************** 18042

Re: Case 21285271

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 on March 19, 2024, states:

I am rejecting this response because: they. Are sending me to far away to have it checked plus they NEVER mentioned anything about ******** or Apple. Knowing i got in touch with use she call me and left me a message which I dont want to deal with them now. Thats why I got in touch with BBB. Yes my iPad had dents plus my screen was cracked. But it worked perfectly until they got their hands on it.Oh and one more thing there is someone else when I try to play games this name comes up. ***** the Wooden Leader, I told the kid at the desk he took it did something and gave it back to me. Very rude. He sure didnt remove it because its still there. I dont remember when I noticed on my iPad but I know for sure that it was not there when I took it to be fixed. Im 70 years old and on oxygen so I cant be driving a long distance period
Your additional concerns on March 28,2024, states:
Asrurion contacted me *********** offering me to take the device to Center Valley which I told them I cannot do that Im on oxygen I cant go alone. My daughter works just like they do plus she has 2 children and one due April 16, 2024. Within these at one point she said they were the Better Business Bureau if I wouldnt have talked to use I would have thought that she was. I have all the conversations on my phone. I kept telling her your store broke it so I want it replaced thats what I told BBB that would be my resolution thats when she said we are the BBB. I really got angry and said no your not I talked to the BBB I know how it works then she said I didnt say I was the BBB I I turned said yes you did and I have it on my phone. She hung up on me, not a good way of doing a business. Anyway Id say about an hour or more went by an I got a txt they offered me $346.53 and I could use that towards a new on. I waited for awhile I received 3 txts exactly the same thing. I called yesterday and told them I would take that offer. But Im writing to use so its on paper what went on. I actually told them to get in touch with use. Im assuming their 10 days are up. If I dont hear from them in a few days I will write to you. Thank you for your patients. Im 70 years old I cant afford a new iPad Im on a fixed income.
Response:

Following receipt of your additional concerns, Asurion confirmed that an ** spoke with you on March 20, 2024, and offered you the following options:
1) Take the Device to the Center Valley location at ********************************************************** Center Valley,** *****, for a warranty diagnostic.
2)Send the Device to ********************* service depot for a warranty diagnosis.
3)Reimbursement of $346.53 to use towards the purchase of another device.

To bring the matter to a satisfactory conclusion, we kindly ask that you please contact the ** to discuss the options provided to you.

Sincerely,

*****************
Asurion, Regulatory Affairs
Email: ************************************
Customer Answer
Date: 04/03/2024
I already called the business Asurion UBIF Franchise,LLC. Left a message on ***** answering machine that I would except the $346.53. This was definitely before they replied to you which is over 10 days. I never heard from them yet. I left my name and phone number where I could be reached. I did not receive a response. My question to you is I left a message out of the 3 options she gave me I opt to receive the money again that was before I receiveced. This message . So how long do I have to wait for a response. Im not happy with the $346.53 but I guess I have no choice in the matter. I always thought the customer came first. I figured they broke it they should fix it. This 70 year old is just happy after all this that Ill get something. My daughter is the one that told me to accept the money. This stubborn old lady. Would have just kept going probably. Thank you Better Business Bureau for helping me. I only have one more question when will I receive the money and if I dont can I get in touch with you again?
Customer Answer
Date: 04/04/2024

Complaint: 21285271

I am rejecting this response because:

I already called the business Asurion UBIF Franchise,LLC. Left a message on ***** answering machine that I would except the $346.53. This was definitely before they replied to you which is over 10 days. I never heard from them yet. I left my name and phone number where I could be reached. I did not receive a response. My question to you is I left a message out of the 3 options she gave me I opt to receive the money again that was before I receiveced. This message . So how long do I have to wait for a response. Im not happy with the $346.53 but I guess I have no choice in the matter. I always thought the customer came first. I figured they broke it they should fix it. This 70 year old is just happy after all this that Ill get something. My daughter is the one that told me to accept the money. This stubborn old lady. Would have just kept going probably. Thank you Better Business Bureau for helping me. I only have one more question when will I receive the money and if I dont can I get in touch with you again?
Customer Answer
Date: 04/09/2024
Wanted to let use know I called again and left a message to. ****. Gave her my home phone number and told her again I would except the offer of the $351.53 I believe it was. The other 2 options I could not do one because of my health and the other one I dont trust them knowing they lied to use. So I would appreciate if you could contact them since they are not answering their phone for me or returning my phone calls. I really would appreciate it. Sincerely *********************
Customer Answer
Date: 04/15/2024
Just letting use know that I received a check for $346.53 for my iPad. Thats the agreement we came up with. Im not happy but it is what it is. I would not ever recommend this company to anyone and I hope no one uses it. My thing is I took it there and it worked and now it doesnt work. Its false advertisement for sure. But. Thank you so much for helping me thru this situation. Sincerely, *********************
Initial Complaint
Date:02/01/2024
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 brought in an iPhone 13 Pro to the Rice Village store (************************************************************) on December 4 for a back glass replacement. When I received the phone back from the store, the back camera was blurry and freezing up. **** is claiming that the issue is software related, however after speaking to both apple tech support and Best Buy tech support - authorized iphone repair company - they both believe it is a hardware issue caused by the back glass replacement.When I initially called the store to explain the camera situation and they said to reinstall the software and perform a factory reset. After trying both steps unsuccessfully, I brought the phone back so a technician could diagnose. They determined it could be the sensor or lens so a replacement was ordered and eventually switched out. Unfortunately this did not resolve the issue either. The technician then performed their own factory reset that still did not solve the issue. Based on the multiple unsuccessful attempts to correct the software, the issue must be related to the hardware.In addition, when I spoke to both the Apple and Best Buy representatives they explained to me that the proper way to replace the back glass is to also replace the motherboard, as replacing just the back glass can easily damage the internal hardware. They both independently concluded that this was indeed the issue with my phone.I submitted a claim to the corporate office, who then contacted the district/regional manager. After a period of time they came back with a denied claim request, still stating that this is a software issue... however if this were indeed the case they should be able to easily fix the issue as an iphone repair shop.I have pictures that show the phone was able to take photos prior to being left at the **** store for the back glass replacement. This is why I believe a refund is in order, as the repair damaged the phone to where it currently holds no trade-in value.
Business Response
Date: 02/21/2024
February 21, 2024

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

Re: Case 21235603

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 1, 2024, states the following:

I brought in an iPhone 13 Pro to the Rice Village store (************************************************************) on December 4 for a back glass replacement. When I received the phone back from the store, the back camera was blurry and freezing up. **** is claiming that the issue is software related, however after speaking to both apple tech support and Best Buy tech support - authorized iphone repair company - they both believe it is a hardware issue caused by the back glass replacement. When I initially called the store to explain the camera situation and they said to reinstall the software and perform a factory reset. After trying both steps unsuccessfully, I brought the phone back so a technician could diagnose. They determined it could be the sensor or lens so a replacement was ordered and eventually switched out.Unfortunately this did not resolve the issue either. The technician then performed their own factory reset that still did not solve the issue. Based on the multiple unsuccessful attempts to correct the software, the issue must be related to the hardware. In addition, when I spoke to both the Apple and Best Buy representatives they explained to me that the proper way to replace the back glass is to also replace the motherboard, as replacing just the back glass can easily damage the internal hardware. They both independently concluded that this was indeed the issue with my phone. I submitted a claim to the corporate office, who then contacted the district/regional manager. After a period of time they came back with a denied claim request, still stating that this is a software issue... however if this were indeed the case they should be able to easily fix the issue as an iphone repair shop. I have pictures that show the phone was able to take photos prior to being left at the **** store for the back glass replacement. This is why I believe a refund is in order, as the repair damaged the phone to where it currently holds no trade-in value.

Desired Settlement:

Refund; Replacement

Response:

By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores that repair consumer electronic devices. Each franchise location is independently owned and operated by franchisees. Your case involves the Rice Village 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 November 14, 2023, you brought your Apple iPhone 13 Pro (Product) to the Store requesting assistance with repairing the Products shattered back glass. On December 2, 2023, 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. Although you allege that the Product no longer works due to the services provided by the Store, it was the Stores finding that the issues you are experiencing are due to a software update completed after the repair of the Product and are unrelated to any services performed by the Store. Therefore, we are unable to honor your request for a refund or replacement.

Regards,

***************************
Regulatory Complaints
Email ***************************************
Customer Answer
Date: 03/03/2024
I would rather not open another claim against this company but I received more information after a visit to another UBreak IFix store (*************** in *******). The technicians at that store confirmed it is a hardware issue, not a software update issue. My iPhone 13 Pro does not have a functioning back camera due to their negligence, and the UBreak iFix store I visited said that they stopped doing back glass replacements as you could easily damage phone hardware. This corroborates what I was told by both the Apple store and the Best Buy technician (certified Apple repair business).
Initial Complaint
Date:11/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July 2023 I dropped off my Pixelbook for a cracked screen repair. I was called a few days later with a quote for repair. I agreed to the repair. It was approximately $200. Said it would take a week. I called late August for status check. The piece had not been ordered. Issues with staffing. While on the phone with me, they claim they ordered the part and my device would be ready by August 28. No communication from the store for 2 months. Contacted corporate office for assistance. The Brookfield location finally called Nov 21 with the following message: "at some point in the past the cable connecting the battery to the device was severed. That part is not irreplaceable but far too expensive to do without the cost of just retail replacing the laptop." So now my laptop with a small cracked screen does not function and is too costly to repair. At this point I am requesting a new device mailed to my home or a check mailed to my home to replace my device.
Customer Answer
Date: 11/30/2023
My apologies. This is the address for uBreakiFix.
*************************************************;#***
**********, ** 53005

Business Response
Date: 12/21/2023
December 21, 2023

***************************
*************************************
**********, ** 53151

Re: Case 20925530

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 November 28, 2023 states the following:

In July 2023 I dropped off my Pixelbook for a cracked screen repair. I was called a few days later with a quote for repair. I agreed to the repair. It was approximately $200. Said it would take a week. I called late August for status check. The piece had not been ordered. Issues with staffing. While on the phone with me, they claim they ordered the part and my device would be ready by August 28. No communication from the store for 2 months. Contacted corporate office for assistance. The Brookfield location finally called Nov 21 with the following message: "at some point in the past the cable connecting the battery to the device was severed. That part is not irreplaceable but far too expensive to do without the cost of just retail replacing the laptop." So now my laptop with a small cracked screen does not function and is too costly to repair. At this point I am requesting a new device mailed to my home or a check mailed to my home to replace my device.

My apologies. This is the address for uBreakiFix.
*************************************************;#***
**********, ** 53005

Your desired settlement ******:

Replacement.

By way of background, UBIF Franchising Co.(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 Brookfield 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 18, 2023 for a screen repair on a Pixelbook (the Device). Other than the cracked screen, you reported that the Device was fully functioning. At that time, you were informed that the necessary part required to complete the repair was ordered. However, you later learned that in addition to the unresolved repair due to various reasons, the Devices cable connecting the battery to the Device was severed rendering it unusable and uneconomical to repair.

Following receipt of the BBB matter, on December 11, 2023, an Asurion case manager contacted you by phone and email,requesting you to contact Asurion to discuss an amicable resolution. At your earliest convenience, we kindly ask that you please contact the case manager 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 repair process easy and convenient, and we truly regret that this was not so when you contacted us.

Sincerely,

*****************
Asurion, Regulatory Affairs
Email: ************************************
Initial Complaint
Date:11/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought my PS5 in for HDMI port repair. They called me before my appt to tell me the repair costs $199 and takes 5-7 days to complete. Drop off was 11/16/23. Signed up for Asurion+ and was promised priority service in 3-5 days. I called on 11/21 and was told my PS5 was mailed out for repair. No one told me this would be done. They said they should have the item by 11/27. Called 11/27 and now they are saying the item is still not with them and the repair hasnt been started and it probably wont be done until 12/8. I want my repair done immediately or a new PS5 provided. I would like a discount on my bill for the lies.
Customer Answer
Date: 11/30/2023
************ in ********* **
Business Response
Date: 12/19/2023
December 19, 2023

*****************
************************************
*******,** 54115

Re: Case 20922486

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 November 27, 2023, states the following:

I brought my PS5 in for HDMI port repair. They called me before my appt to tell me the repair costs $199 and takes 5-7 days to complete. Drop off was 11/16/23. Signed up for Asurion+ and was promised priority service in 3-5 days. I called on 11/21 and was told my PS5 was mailed out for repair. No one told me this would be done. They said they should have the item by 11/27. Called 11/27 and now they are saying the item is still not with them and the repair hasnt been started and it probably wont be done until 12/8. I want my repair done immediately or a new PS5 provided.I would like a discount on my bill for the lies.

************ in ********* **

Desired Settlement:

"Repair; Billing adjustment"

Response:

By way of background, UBIF Franchising Co.(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, 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 December 9, 2023, an Asurion resolution specialist contacted you to discuss your concerns. During the conversation, you informed the Asurion resolution specialist that the PlayStation 5 had been successfully repaired and returned to you. 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. We appreciate the opportunity to provide assistance and resolution in this matter.

Regards,

***************************
Regulatory Complaints
Email ***************************************
Initial Complaint
Date:09/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went in on August 11, 2023 and paid $142.03 to replace my charging port on my ******* Galaxy S22. The only issue I had with the charging port was that it was not charging properly and there were no other issues with my phone, which is not even a year old. After their diagnostic, it was recommended to replace it, which they did. I selected this location because they are a ******* Authorized Service Center, so I trusted them with my phone. The next day a splash of water got on the phone and it completely blacked out. The phone never turned back on. I previously never had any water issues with my water resistant phone, until this service provider worked on my phone. These are the capabilities of my phone "The '8' in IP68 translates to the Galaxy S22 being able to survive up to 1.5m of water submersion for up to 30 minutes". What happened was that they did not properly seal phone correctly. I have reached out to them and also ******* wanting a resolution. Again, I have never had a water issue with my phone until they worked on it. I want my phone fixed. I have pictures on that phone and files that I need to recover. They are responsible for this inconvenience.
Customer Answer
Date: 09/12/2023
********************************** A, ************* *****
Business Response
Date: 10/03/2023
October 3, 2023

***********************************
27135 ******
*************, ** 92692

Re: Case 20572100

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 September 7, 2023, states the following:

I went in on August 11, 2023 and paid $142.03 to replace my charging port on my ******* Galaxy S22. The only issue I had with the charging port was that it was not charging properly and there were no other issues with my phone, which is not even a year old. After their diagnostic, it was recommended to replace it, which they did. I selected this location because they are a ******* Authorized Service Center, so I trusted them with my phone. The next day a splash of water got on the phone and it completely blacked out. The phone never turned back on. I previously never had any water issues with my water resistant phone, until this service provider worked on my phone. These are the capabilities of my phone "The '8' in IP68 translates to the Galaxy S22 being able to survive up to 1.5m of water submersion for up to 30 minutes". What happened was that they did not properly seal phone correctly. I have reached out to them and also ******* wanting a resolution. Again, I have never had a water issue with my phone until they worked on it. I want my phone fixed. I have pictures on that phone and files that I need to recover. They are responsible for this inconvenience.

Response:

By way of background, UBIF Franchising Co.(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 Center Valley 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, an Asurion resolution specialist contacted you to discuss your concerns and to obtain additional information regarding the blacked-out LED screen. During the conversation, you informed the Asurion resolution specialist that you received a replacement through your wireless provider in exchange for the repaired ******* Galaxy S22.As a customer courtesy, the ******************** resolution specialist offered to provide a refund of the service fee in the form of a check totaling $142.03, which you accepted. The Asurion resolution specialist advised you to allow **** business days to receive the refund check. On September 27, 2023, the $142.03 check was mailed to you. 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 ***************************************
Initial Complaint
Date:08/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Brought my ****** Pixel 6 pro in for a screen replacement. After the first repair, the front camera did not work and the screen had ghost clicks. Brought it back in for a replacement screen. After the second repair, the ghost clicks have increased and now the screen either freezes or shows a grey snow like blocks. Called in for help, CSA said theyd call back after speaking with technician. Never heard anything back.
Customer Answer
Date: 08/15/2023
**********************************************************************
Business Response
Date: 09/07/2023
September 7, 2023

*******************
E-mail: *****************************

Re: Case 20434417

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 August 7, 2023, states the following:

Brought my ****** Pixel 6 pro in for a screen replacement. After the first repair, the front camera did not work and the screen had ghost clicks. Brought it back in for a replacement screen. After the second repair, the ghost clicks have increased and now the screen either freezes or shows a grey snow like blocks. Called in for help, CSA said theyd call back after speaking with technician. Never heard anything back.

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

Your desired settlement ******:

Refund.

By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees. Your case involves 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, on July 12, 2023, you visited the ****** UBIF store, located at **********************************************************************, for a screen replacement on a ****** Pixel 6 Pro (the Device), and a ********************** was completed that same day. Following the repair, the Device passed all functional exit testing. On July 20,2023, however, you returned to the ****** Store and advised the store technician that the Device was freezing and unresponsive to touch. The ****** Store completed a warranty repair the same day. However, again you reported issues with the Device *************************** and the matter went unresolved.

Following the receipt of your case, an Asurion resolution specialist contacted you to discuss your concerns. To resolve your concerns, the Asurion Resolution Specialist offered a Product reimbursement in the form of a check for $ ******, which you accepted. On August 30, 2023, the $****** reimbursement check was delivered to you via ****** tracking number ************. As the outcome matches the desired resolution, we consider this matter closed.

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

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