Electronic Equipment Repair
Asurion UBIF Franchise, LLCComplaints
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 ComplaintThe 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:04/30/2023
Type:Service or Repair IssuesStatus: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 4/14/2023 I took my iPhone 12 Pro *** to the (*******) ********** Location (**********************************************************************). It was going for a battery replacement, upon picking up the device the back screen was broken by the store. They had advised they could not fix it and I had to go to another location to get it fixed. That location was Bloomfield ********** (***********************************************************). The same day I left the store I called the second location to schedule an appointment. They had an opening April 18th which worked perfect because I was scheduled off work that day. On April 15th the store manager ***** called me and said they were over booked and were not able to keep my appointment. The store manager and I got into a discussion due to the lack of communication on appointment. She had advised to drop it off Monday April 17th after work. She advised it would be fixed by Tuesday April 18th. While April 18th I called the store and the technician called off and my phone was not even repaired. Wednesday 19th the phone was not repaired the technician had called off again. So, Thursday April 20th the phone had the repair completed. To my surprise there was no Apple logo screen replaced, so cheap $10 back replacement for the back screen. I had spoken to management at the customer service center (*******) who advise the store (*******) was not supposed to send me to the second location to get the phone repaired. They were supposed to deny the repair and get me a replacement device issued. However, that is not what happened. So, they offered a cash retail value which I was told $1,100 on 4/25/2023. To my surprise on 4/26/2023 He had called me back and told me he lied, and the retail value is $800 since the phone are discontinued. Your company broke my phone lied about the repairs. The warranty is now null and void so I was FORCED to purchase a new phone. I am demanding the additional $450 since that is what I was told to cover my expenses.Business Response
Date: 05/10/2023
May 10, 2023
***********************
************************************ 2.
**********, ** 15210
Re: Case 19999658
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 2, 2023 states the following:
On 4/14/2023 I took my iPhone 12 Pro *** to the (*******) ********** Location (*********************************************************************). It was going for a battery replacement, upon picking up the device the back screen was broken by the store. They had advised they could not fix it and I had to go to another location to get it fixed. That location was Bloomfield ********** (***********************************************************). The same day I left the store I called the second location to schedule an appointment. They had an opening April 18th which worked perfect because I was scheduled off work that day. On April 15th the store manager ***** called me and said they were over booked and were not able to keep my appointment. The store manager and I got into a discussion due to the lack of communication on appointment.She had advised to drop it off Monday April 17th after work. She advised it would be fixed by Tuesday April 18th. While April 18th I called the store and the technician called off and my phone was not even repaired. Wednesday 19th the phone was not repaired the technician had called off again. So, Thursday April 20th the phone had the repair completed. To my surprise there was no Apple logo screen replaced, so cheap $10 back replacement for the back screen.I had spoken to management at the customer service center (*******) who advise the store (*******) was not supposed to send me to the second location to get the phone repaired. They were supposed to deny the repair and get me a replacement device issued. However, that is not what happened. So, they offered a cash retail value which I was told $1,100 on 4/25/2023. To my surprise on 4/26/2023 He had called me back and told me he lied, and the retail value is $800 since the phone are discontinued. Your company broke my phone lied about the repairs. The warranty is now null and void so I was FORCED to purchase a new phone. I am demanding the additional $450 since that is what I was told to cover my expenses.
Your desired settlement states:
Refund.
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. With over ***** locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair.
After receiving your case, we investigated your concerns in an effort to remediate the matter. According to our records, on April 14, 2023, you visited the South Hills UBIF store, located at ***************************************************************************** to have a battery replacement completed for your Apple iPhone 12 Pro *** (the Device). Unfortunately, during the battery replacement process, the Devices backglass was broken. You were then referred to the ********** UBIF store, ***********************************************************, for a backglass repair. Ultimately, the ********** store advised you that they would provide a reimbursement for your Device. However,the store provided you the incorrect reimbursement amount.
We acknowledge that you were incorrectly referred to the ********** UBIF store for a backglass repair, and that the ********** UBIF store initially quoted you the incorrect reimbursement amount. Nevertheless, we will honor the reimbursement amount initially quoted. Following the receipt of this matter, a Resolution Specialist contacted you to discuss your concerns. The Resolution Specialist offer to provide you the difference between the incorrect and correct reimbursement amounts ($300), which you accepted.
We sincerely apologize for any inconvenience this matter may have caused you. We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience.
Sincerely,
*************************
Senior Counsel,Regulatory Complaints
Email: **************************************************Initial Complaint
Date:04/18/2023
Type:Service or Repair IssuesStatus: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 4-in-1 computer that was running slow to uBreakiFix in Camden, ************ so that I can have it run faster so I can open files and family photos and save them. The staff said I need to have a portable hard drive for them to download my files and they needed to remove Windows 10 because it was incompatible with my pc and is slowing it down. I gave the staff my password personally and he was able to open my computer at the store. I came back on another day after I had bought a 1TB Sandisk drive from ******* I gave the drive to staff and they said it will take about 4 hours to download my files and family photos , remove Windows 10 and reinstall Windows 7. I called the store nearing 4 hours and was informed it was ready for pick up. At the store, the manager at that time handed back my portable drive and said they did not need to use it. I asked why and said that its good that they were able to fix the computer without downloading after all. The manager said, they just went ahead and wiped my computer. I was devastated because I had specified the importance of saving them. I escalated to case management who initially helped me with having my files restored With numerous phone calls and emails back and forth. After a month they finally said my computer was ready for pick up but only to find out at home when I opened my pc that my files and family photos were not only all deleted but my pc had a fake Windows 7 installed and I cannot open my pc at all. This occurred on March 6, 2023 with sale number ********. Work order number ********.Customer Answer
Date: 04/19/2023
uBreakiFix Store Location:
*******************************************************
Phone: ************
Business Response
Date: 05/04/2023
May 4, 2023
*****************************
****************************
********, ** 95128
Re: Case 19953039
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 18, 2023 states the following:
I brought my 4-in-1 computer that was running slow to uBreakiFix in Camden, ************ so that I can have it run faster so I can open files and family photos and save them. The staff said I need to have a portable hard drive for them to download my files and they needed to remove Windows 10 because it was incompatible with my pc and is slowing it down. I gave the staff my password personally and he was able to open my computer at the store. I came back on another day after I had bought a 1TB Sandisk drive from ******* I gave the drive to staff and they said it will take about 4 hours to download my files and family photos , remove Windows 10 and reinstall Windows 7. I called the store nearing 4 hours and was informed it was ready for pick up. At the store, the manager at that time handed back my portable drive and said they did not need to use it. I asked why and said that its good that they were able to fix the computer without downloading after all.The manager said, they just went ahead and wiped my computer. I was devastated because I had specified the importance of saving them. I escalated to case management who initially helped me with having my files restored With numerous phone calls and emails back and forth. After a month they finally said my computer was ready for pick up but only to find out at home when I opened my pc that my files and family photos were not only all deleted but my pc had a fake Windows 7 installed and I cannot open my pc at all. This occurred on March 6, 2023 with sale number ********. Work order number 18403347.
Your desired settlement states:
Other (requires explanation); Replacement;Not applicable.
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. With over ***** locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair.
After receiving your case, we investigated your concerns in an effort to remediate the matter. According to our records, on March 6, 2023, you visited the Camden UBIF store, located at ******************************************************** to have your ASUS 4-in-1 Touchscreen PC evaluated for performance issues. At that time, the stores diagnosis was to downgrade your operating system from Windows 10 to Windows 7 for better functionality. The store recommended the purchase of an external hard drive to back up your files, and you advised that you would purchase an external hard drive and return to the store once the external hard drive was purchased. Having not received the external hard drive, and having not received any further contact from you, the store completed the repair on March 14, 2023. Due to the experience, the store agreed to reinstall Windows 10, waive any repair fees, and offered a customer courtesy credit, which you declined.
Following the receipt of this matter, a Resolution Specialist contacted you to discuss your concerns. At that time, you advised you were unsure of your desired resolution. Subsequently, you requested that the Resolution Specialist contact you on May 3, 2023 following your shift to discuss the matter. At the time of this writing, we are working through an amicable resolution to this matter.
We sincerely apologize for any inconvenience this matter may have caused you. We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience.
Sincerely,
*************************
Senior Counsel,Regulatory Complaints
Email: **************************************************Customer Answer
Date: 05/05/2023
May 5, 2023
To the Business Representative responding to my letter of complaint to the BBB : ************************* (Senior Counsel)
I have made numerous phone calls and exchanged e-mails with Case Manager ******** on this case. It has been an exhausting and frustrating process for me with the following goals to achieve and have expressed to ******** on a recorded line:
I. The bad business practices of UBIF/Asurion should be investigated and corrected which are but not limited to frontline employees:
1. Having no accountability for their actions They consciously decided to delete my photos and files even when they knew that the main reason for my visit to the branch was to make my computer open and run faster so I can retrieve and download them. That very same day that I gave my newly purchased 1TB Sandisk from ****** on March 8, 2023 just 2 days after I brought my computer on a late afternoon on March 6, 2023, staff did not bother to call me to verify my computer password when they could not open it. Instead they just thought that it would be easier for them to delete it. Apparently, the staff with whom I gave my password to in-person erroneously entered it in their system. When I asked to speak with a manager, the manager was the person in front of me handing me the bad news. He said I did not know what the technician was doing because I was busy with something else. When asked if he could call his higher up, he said he could not and do not do such a thing. For the record, I made the call to have a case manager be assigned to my issue that day, in the store,
2. Staff need to be concerned and careful when they are handling sensitive and important information and be true to what they advertise. Their brochure states: ********* that you can live without? We can Save it! Yet, they cannot even retrieve data they themselves destroyed by deletion.
3. No other consumer has to go through the same anguish, sadness and pain I went through and still am going through with the loss of my family photos and files. The company has to be very careful with their conscious actions that result in data that cannot be undone by them.
4. Monetary compensation for me to try to find someone or a company who might still be able to restore my photos and files.
5. Compensation to replace my now truly broken computer. Prior to UBIF visit, my computer was opening and was functional but just very slow to navigate with a genuine Windows 10 program.
To items 5: The case manager recently offered to send a $600 check but he stated he cannot offer anything for the loss of my photos and files.
i would like to have evidence that items 1-3 will be addressed by the company.
Your detailed recap of my experience with UBIF have errors in how the company responded. I have already wasted so much time on this and still hope to recover my lost data. I will attempt to point out the corrections below:
After receiving your case, we investigated your concerns in an effort to remediate the matter. According to our records, on March 6, 2023, you visited the Camden UBIF store, located at ******************************************************** to have your ASUS 4-in-1 Touchscreen PC evaluated for performance issues. At that time, the stores diagnosis was to downgrade your operating system from Windows 10 to Windows 7 for better functionality. The store recommended the purchase of an external hard drive to back up your files, and you advised that you would purchase an external hard drive and return to the store once the external hard drive was purchased. Having not received the external hard drive ( They were not going to do anything with my computer until I have purchased one which happened on March 8, 2023 ****** Receipt can prove this and my phone call records for case management to handle my issue) and having not received any further contact from you ( I called the store on March 8 and was physically in the store 2x) , the store completed the repair on March 14, 2023 (I was the one who called the store to check if it was dine) Due to the experience, the store agreed to reinstall Windows 10, ( The store installed a fake Windows 7, photo sent to CM) waive any repair fees, and offered a customer courtesy credit ( Staff told me to pay $75 fir them to purchase a restoration software and I calked CM to correct, since Im not going to pay them when they made the grave error themselves) .which you declined ( I was offered a $20 credit then changed to a generous $50. Clearly no grasp of the importance of what was lost and done)
Following the receipt of this matter, a Resolution Specialist contacted you ( I was always the one calling) to discuss your concerns. At that time, you advised you were unsure of your desired resolution ( my only desire was to have my data and photos restored and my computer back to where it was) Subsequently, you requested that the Resolution Specialist contact you on May 3 , 2023 following your shift ( I was awakened by a call asleep from night shift, so I wrote for him to call back) to discuss the matter. At the time of this writing, we are working through an amicable resolution to this matter ( The companys best offer was $600 which I will use to hopefully restore data and if there is some left will pay towards a computer which I doubt will really cover much. Im just exhausted by this and remain unhappy with what happened. It cannot replace what I have potentially lost forever).
We sincerely apologize for any inconvenience this matter may have caused you. We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience ( Please show me that something is being done to correct this, no one deserves this to happen to them).i have a bit **** to say but this should do for now.
Thank you,
********************************* MSN RN CCRN CSC, CLNC
Customer Answer
Date: 05/12/2023
Complaint: 19953039
I am rejecting this response because:May 5, 2023
To the Business Representative responding to my letter of complaint to the BBB : ************************* (Senior Counsel)
I have made numerous phone calls and exchanged e-mails with Case Manager ******** on this case. It has been an exhausting and frustrating process for me with the following goals to achieve and have expressed to ******** on a recorded line:
I. The bad business practices of UBIF/Asurion should be investigated and corrected which are but not limited to frontline employees:
1. Having no accountability for their actions They consciously decided to delete my photos and files even when they knew that the main reason for my visit to the branch was to make my computer open and run faster so I can retrieve and download them. That very same day that I gave my newly purchased 1TB Sandisk from ****** on March 8, 2023 just 2 days after I brought my computer on a late afternoon on March 6, 2023, staff did not bother to call me to verify my computer password when they could not open it. Instead they just thought that it would be easier for them to delete it. Apparently, the staff with whom I gave my password to in-person erroneously entered it in their system. When I asked to speak with a manager, the manager was the person in front of me handing me the bad news. He said I did not know what the technician was doing because I was busy with something else. When asked if he could call his higher up, he said he could not and do not do such a thing. For the record, I made the call to have a case manager be assigned to my issue that day, in the store,
2. Staff need to be concerned and careful when they are handling sensitive and important information and be true to what they advertise. Their brochure states: ********* that you can live without? We can Save it! Yet, they cannot even retrieve data they themselves destroyed by deletion.
3. No other consumer has to go through the same anguish, sadness and pain I went through and still am going through with the loss of my family photos and files. The company has to be very careful with their conscious actions that result in data that cannot be undone by them.
4. Monetary compensation for me to try to find someone or a company who might still be able to restore my photos and files.
5. Compensation to replace my now truly broken computer. Prior to UBIF visit, my computer was opening and was functional but just very slow to navigate with a genuine Windows 10 program.
To items 5: The case manager recently offered to send a $600 check but he stated he cannot offer anything for the loss of my photos and files.
i would like to have evidence that items 1-3 will be addressed by the company.
Your detailed recap of my experience with UBIF have errors in how the company responded. I have already wasted so much time on this and still hope to recover my lost data. I will attempt to point out the corrections below:
After receiving your case, we investigated your concerns in an effort to remediate the matter. According to our records, on March 6, 2023, you visited the Camden UBIF store, located at ******************************************************** to have your ASUS 4-in-1 Touchscreen PC evaluated for performance issues. At that time, the stores diagnosis was to downgrade your operating system from Windows 10 to Windows 7 for better functionality. The store recommended the purchase of an external hard drive to back up your files, and you advised that you would purchase an external hard drive and return to the store once the external hard drive was purchased. Having not received the external hard drive ( They were not going to do anything with my computer until I have purchased one which happened on March 8, 2023 ****** Receipt can prove this and my phone call records for case management to handle my issue) and having not received any further contact from you ( I called the store on March 8 and was physically in the store 2x) , the store completed the repair on March 14, 2023 (I was the one who called the store to check if it was dine) Due to the experience, the store agreed to reinstall Windows 10, ( The store installed a fake Windows 7, photo sent to CM) waive any repair fees, and offered a customer courtesy credit ( Staff told me to pay $75 fir them to purchase a restoration software and I calked CM to correct, since Im not going to pay them when they made the grave error themselves) .which you declined ( I was offered a $20 credit then changed to a generous $50. Clearly no grasp of the importance of what was lost and done)
Following the receipt of this matter, a Resolution Specialist contacted you ( I was always the one calling) to discuss your concerns. At that time, you advised you were unsure of your desired resolution ( my only desire was to have my data and photos restored and my computer back to where it was) Subsequently, you requested that the Resolution Specialist contact you on May 3 , 2023 following your shift ( I was awakened by a call asleep from night shift, so I wrote for him to call back) to discuss the matter. At the time of this writing, we are working through an amicable resolution to this matter ( The companys best offer was $600 which I will use to hopefully restore data and if there is some left will pay towards a computer which I doubt will really cover much. Im just exhausted by this and remain unhappy with what happened. It cannot replace what I have potentially lost forever).
We sincerely apologize for any inconvenience this matter may have caused you. We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience ( Please show me that something is being done to correct this, no one deserves this to happen to them).i have a bit **** to say but this should do for now.
Thank you,
********************************* MSN RN CCRN CSC, CLNC
Sincerely,
*****************************Business Response
Date: 05/24/2023
May 24, 2023
*****************************
1081 **************
********, ** 95128
Re: Case 19953039
Dear *****************************,
I am writing in response to the May 12, 2023 rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
In your rebuttal filed with the BBB, you state:
To the Business Representative responding to my letter of complaint to the BBB : ************************* (Senior Counsel)
I have made numerous phone calls and exchanged e-mails with Case Manager ******** on this case. It has been an exhausting and frustrating process for me with the following goals to achieve and have expressed to ******** on a recorded line:
I. The bad business practices of UBIF/Asurion should be investigated and corrected which are but not limited to frontline employees:
1. Having no accountability for their actions They consciously decided to delete my photos and files even when they knew that the main reason for my visit to the branch was to make my computer open and run faster so I can retrieve and download them. That very same day that I gave my newly purchased 1TB Sandisk from ****** on March 8,2023 just 2 days after I brought my computer on a late afternoon on March 6,2023, staff did not bother to call me to verify my computer password when they could not open it. Instead they just thought that it would be easier for them to delete it. Apparently, the staff with whom I gave my password to in-person erroneously entered it in their system. When I asked to speak with a manager, the manager was the person in front of me handing me the bad news. He said I did not know what the technician was doing because I was busy with something else. When asked if he could call his higher up, he said he could not and do not do such a thing. For the record, I made the call to have a case manager be assigned to my issue that day, in the store,
2. Staff need to be concerned and careful when they are handling sensitive and important information and be true to what they advertise. Their brochure states: ********* that you can live without? We can Save it! Yet, they cannot even retrieve data they themselves destroyed by deletion.
3. No other consumer has to go through the same anguish, sadness and pain I went through and still am going through with the loss of my family photos and files. The company has to be very careful with their conscious actions that result in data that cannot be undone by them.
4. Monetary compensation for me to try to find someone or a company who might still be able to restore my photos and files.
5. Compensation to replace my now truly broken computer. Prior to UBIF visit, my computer was opening and was functional but just very slow to navigate with a genuine Windows 10 program.
To items 5: The case manager recently offered to send a $600 check but he stated he cannot offer anything for the loss of my photos and files.
i would like to have evidence that items 1-3 will be addressed by the company.
Your detailed recap of my experience with UBIF have errors in how the company responded. I have already wasted so much time on this and still hope to recover my lost data. I will attempt to point out the corrections below:
After receiving your case, we investigated your concerns in an effort to remediate the matter. According to our records, on March 6, 2023,you visited the Camden UBIF store, located at ******************************************************** to have your ASUS 4-in-1 Touchscreen PC evaluated for performance issues. At that time, the stores diagnosis was to downgrade your operating system from Windows 10 to Windows 7 for better functionality. The store recommended the purchase of an external hard drive to back up your files, and you advised that you would purchase an external hard drive and return to the store once the external hard drive was purchased. Having not received the external hard drive (They were not going to do anything with my computer until I have purchased one which happened on March 8, 2023 ****** Receipt can prove this and my phone call records for case management to handle my issue) and having not received any further contact from you ( I called the store on March 8 and was physically in the store 2x) ,the store completed the repair on March 14, 2023 (I was the one who called the store to check if it was dine) Due to the experience, the store agreed to reinstall Windows 10, ( The store installed a fake Windows 7, photo sent to CM) waive any repair fees, and offered a customer courtesy credit ( Staff told me to pay $75 fir them to purchase a restoration software and I calked CM to correct, since Im not going to pay them when they made the grave error themselves) .which you declined ( I was offered a $20 credit then changed to a generous $50. Clearly no grasp of the importance of what was lost and done)
Following the receipt of this matter, a Resolution Specialist contacted you ( I was always the one calling) to discuss your concerns. At that time, you advised you were unsure of your desired resolution ( my only desire was to have my data and photos restored and my computer back to where it was) Subsequently, you requested that the Resolution Specialist contact you on May 3 , 2023 following your shift ( I was awakened by a call asleep from night shift, so I wrote for him to call back) to discuss the matter. At the time of this writing, we are working through an amicable resolution to this matter ( The companys best offer was $600 which I will use to hopefully restore data and if there is some left will pay towards a computer which I doubt will really cover much. Im just exhausted by this and remain unhappy with what happened. It cannot replace what I have potentially lost forever).
We sincerely apologize for any inconvenience this matter may have caused you. We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience ( Please show me that something is being done to correct this, no one deserves this to happen to them).
i have a bit **** to say but this should do for now.
Thank you,
********************************* MSN RN CCRN CSC, CLNC
Response:
We understand your frustration and sincerely apologize for the inconvenience this matter may have caused you. As noted previously, we make a commitment to make the repair process quick and easy, and regret that this was not your experience. Your feedback is appreciated and will be looked at for process improvement and technician coaching where necessary.
We wish to update our previous response with the final resolution to this matter. Our records indicate that the Asurion Resolution Specialist offered to you, and you agreed to accept, a $600 reimbursement for your device. At this time we believe the matter has been resolved. If you have not received your $600 reimbursement check, please contact the Asurion Resolution Specialist (using the contact information provided to you) or the undersigned at your earliest convenience.
Again, we sincerely apologize for any inconvenience this matter has caused you.
Sincerely,
*************************
Senior Counsel,Regulatory Complaints
Email: **************************************************Customer Answer
Date: 06/03/2023
I no longer have the fire, time or desire to follow on this sad case. To date I am left without my family photo memories. It seems that this company thinks I valued them for an amount that they stated Best Offer. It is not for the sake of money that I argued on this case but by principles that go far beyond. The check for $600 lies on a desk, dormant, undeposited. It is a reminder of how some companies like UBreakIFix and Asurion think of the deep and true damage they have done to my family memories.Initial Complaint
Date:03/11/2023
Type:Delivery IssuesStatus: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.
March 4, 2023 I submitted an online repair request for my PS5 console. I also mailed my PS5 to this location for repair. After two days and *** notifying that the PS5 was delivered, I called to this location multiple times and after 4 rings, the phone would hang up. I then called headquarters and they were able to contact them after a day and told me the store was permanently closing. This store NEVET called to say anything or to inform me they received my PS5. They didnt even diagnose the PS5, which was a free service to tell me what was wrong. They did absolutely nothing. After complaining to headquarters, and a few more days went by, I received a call March 9th explaining to me that they were returning my PS5 by *** 2 day Air. I wasnt even provided a tracking number or receive a call back with a tracking number. Its now March 11th and no PS5. I called headquarters AGAIN, and all they keep telling me is they will escalate the case and theres nothing they can do since the store that has my PS5 is currently closed for the evening. At this point, I either want my PS5 or they pay for a brand new one.Customer Answer
Date: 03/13/2023
Thank you so much for your response. The location is *********************** ************************************************************************************** 28277.Customer Answer
Date: 03/14/2023
Good morning. I hope all is well. My complaint #******** has been resolved. I would still like to keep the complaint on file. Thank you.Initial Complaint
Date:03/03/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I dropped my tablet off to this store on approximately February 17th to diganose my digital keyboard not working, aduio not working on ********* and video not working on Zoom. On February 18th at approximately 11:30 AM, *********, from the store called and left a message that they could do a factory reset to attempt to fix the problem. Upon attemtping to call her back at approximately 12:20 PM that same day, no one answered the phone, nor was there an option to leave a message. A few days later, I went to their corporate website to let them know the situation, and low and behold, I never got contacted by anyone from the website either. Later that following week, another female employee called and left a message, informing me that the keyboard issue was resolved, but that I would have to reinstall the other apps for further troubleshooting. Upon picking up the tablet today, a gentleman assisted me, and when he gave me the tablet back, it was only 8% charged, and I was unable to do any updates, but he informed me that I could still install apps. After attempting to reinstall the two apps, the notice that was sent to me, disappeared from my phone, and I was unable to enter the specified code, and when I asked the gentleman about why my tablet was at 8%, when it didn't come in at 8%, he said they leave them on. I was willing to buy, and wait for screen protectors to be cut, if he was willing to discount the price of the tablet repair, due to the inconvenience mentioned. When the gentleman told me he could help me with the disappearing text issue, but that he would have to charge me, I declined the screens, and reluctantly paid for the tablet service, as the gentleman told me that's not how they operate, so I am asking for a refund, as I do not plan to ever go back there. Unfortunately, shortly after paying for the serice, I got a call from my financial institution from another company of a fraudulent charge on my card, and they have permanently diabled the card, so if they're going to refund me, it will have to either be by check, cash, or go back to my new card or account.Please Advise!Business Response
Date: 03/22/2023
March 22, 2023
*************************
**************************** Unit A
************, ** 32174
Re: Case # ********
Dear *************************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in response. Your complaint states:
I dropped my tablet off to this store on approximately February 17th to diganose my digital keyboard not working, aduio not working on ********* and video not working on Zoom. On February 18th at approximately 11:30 AM, *********, from the store called and left a message that they could do a factory reset to attempt to fix the problem. Upon attemtping to call her back at approximately 12:20 PM that same day, no one answered the phone, nor was there an option to leave a message. A few days later, I went to their corporate website to let them know the situation, and low and behold, I never got contacted by anyone from the website either. Later that following week, another female employee called and left a message, informing me that the keyboard issue was resolved, but that I would have to reinstall the other apps for further troubleshooting. Upon picking up the tablet today, a gentleman assisted me, and when he gave me the tablet back, it was only 8% charged, and I was unable to do any updates, but he informed me that I could still install apps. After attempting to reinstall the two apps, the notice that was sent to me, disappeared from my phone, and I was unable to enter the specified code, and when I asked the gentleman about why my tablet was at 8%, when it didn't come in at 8%, he said they leave them on. I was willing to buy, and wait for screen protectors to be cut, if he was willing to discount the price of the tablet repair, due to the inconvenience mentioned. When the gentleman told me he could help me with the disappearing text issue, but that he would have to charge me, I declined the screens, and reluctantly paid for the tablet service, as the gentleman told me that's not how they operate, so I am asking for a refund, as I do not plan to ever go back there. Unfortunately, shortly after paying for the serice, I got a call from my financial institution from another company of a fraudulent charge on my card, and they have permanently diabled the card, so if they're going to refund me, it will have to either be by check, cash, or go back to my new card or account. Please Advise!
You request the following resolution:
Refund
By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores that repair consumer electronic devices. With over ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your matter arises from a **** franchise location owned by Asurion UBIF Franchise, LLC (Asurion). After receiving your matter, we investigated your concerns to remediate the matter if necessary.
According to our records, on February 18, 2023, you visited the ************ **** store to repair your ONN 7 Tablet (Device), which was having keyboard, audio, and video issues. The **** store performed a factory reset, which resolved the keyboard issue. However, the Devices audio and video capabilities were not working properly. Unfortunately, the matter remains unresolved.
Following receipt of this matter and your concerns, Asurion contacted you to offer a $10 repair refund, which you accepted. The **** store is assisting you with the remaining issues with the Device. We sincerely apologize for the inconvenience and frustration caused.
Sincerely,
*********************************
Staff Counsel
**********************************************************Customer Answer
Date: 03/22/2023
Complaint: 19515609
I am rejecting this response because: I have not received my $10 refund, nor a phone call about the status of my device.
Sincerely,
*************************Business Response
Date: 04/07/2023
April 7, 2023
*************************
**************************** Unit A
************, ** 32174
Re: Case # ********
Dear *************************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in responseto the additional response you filed, which states:
I am rejecting this response because: I have not received my $10 refund, nor a phone call about the status of my device.
Sincerely,
*************************
Following receipt of this information, Asurion contacted you to assist with the $10 repair refund check. The Asurion representative is assisting you with the refund check. We again sincerely apologize for the inconvenience and frustration caused.
Sincerely,
*********************************
Staff Counsel
**********************************************************Customer Answer
Date: 04/12/2023
Received my check today, and it was actually for $15.
Thank You!
Initial Complaint
Date:02/28/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 27,2023 I went to a Asurion/Ubreakifix store to replace a damaged screen from my I phone 11 Pro. This store is an approved Apple Store, therefore I expected that I will get an original Apple screen for my IPhone or at least if they were not going to use an Apple Original screen to be given the choice of refusing the generic screen before they installed. They charged me $299.00 for a generic screen. I realized that they had used a generic part when my I-Phone started giving me a display message indicating the wrong screen installed. That is how I found out about the generic part being installed in my I-Phone. I went back to ASURION store to report the situation. A tech by the name of ******* told me that he had to consult with the owner of the Bussiness. He was very helpful and super cooperative also gave me the receipt for the work done which I did not have. So when I went back expecting the generic screen be replaced for the original Apple screen I was informed that I needed to pay $400.00 for an new Apple screen. I refused because I was never asked if I wanted a generic screen instead of an Apple screen. I was thinking that paying for the difference of what I paid for the wrong screen and the new correct Apple screen was the correct thing to do but the owner refused.Business Response
Date: 03/16/2023
March 16, 2023
*************************
**********************************************************************************
Re: Case # ********
Dear *************************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in response. Your complaint states:
On February 27,2023 I went to a Asurion/Ubreakifix store to replace a damaged screen from my I phone 11 Pro. This store is an approved Apple Store, therefore I expected that I will get an original Apple screen for my IPhone or at least if they were not going to use an Apple Original screen to be given the choice of refusing the generic screen before they installed. They charged me $299.00 for a generic screen. I realized that they had used a generic part when my I-Phone started giving me a display message indicating the wrong screen installed. That is how I found out about the generic part being installed in my I-Phone. I went back to ASURION store to report the situation. A tech by the name of ******* told me that he had to consult with the owner of the Bussiness. He was very helpful and super cooperative also gave me the receipt for the work done which I did not have. So when I went back expecting the generic screen be replaced for the original Apple screen I was informed that I needed to pay $400.00 for an new Apple screen. I refused because I was never asked if I wanted a generic screen instead of an Apple screen. I was thinking that paying for the difference of what I paid for the wrong screen and the new correct Apple screen was the correct thing to do but the owner refused.
ASURION/UBREAKIFIX
******************
HendersonvilleTN, 37075
**********
You request the following resolution:
Replacement
By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores that repair consumer electronic devices. With over ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your matter arises from a **** franchise location owned by Asurion UBIF Franchise, LLC (Asurion). After receiving your matter, we investigated your concerns to remediate the matter if necessary.
According to our records, on February 17, 2023, you visited the ************** **** store for a screen replacement for your iPhone 11 Pro (Device). The **** store completed the repair using a non-original equipment manufacturer screen.
Following receipt of this matter and your concerns, Asurion contacted you to offer a $50 discount on a repair using an original equipment manufacturer screen but did not receive a response from you. If you would like to proceed with the repair, please contact the Asurion Resolution Specialist at your earliest convenience. We sincerely apologize for the inconvenience and frustration caused.
Sincerely,
*********************************
Staff Counsel
**********************************************************Initial Complaint
Date:02/21/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I dropped off a ******** Switch console on 12/18/22, because the unit was not turning on. The unit also included two attached joy-cons, and an SD card. I was told during drop off that the estimated cost of repair was near $180, and I should expect around 10 business days for the repair to be completed. The store associate also informed me that the upcoming holiday's could impact the timeline, but that I would receive updates by text on the status of my unit/repair. By 1/20/23 I had received no communication (through text, phone calls, or email) about the status of my repair, and so I called the store directly. I was informed on that call that my unit was ready to ship from the repair location, and would be ready for pickup within a few days. By 2/4/23 I had not received any other update, and so I called the store again. The associate that I spoke with informed me that my unit had just arrived from the repair location that day, and that it was marked as not-repairable. I shared my disappointment in the lack of communication, as it had now been 6 weeks since the unit was dropped off for repair, and ubreakifix had initiated 0 communication with me, and now failed to perform the repair. The associate informed me that I could come pick up the un-repaired unit at my convenience. That evening I drove to BestBuy to repair a brand new replacement unit for $300. By 2/16/23 I had not been to the location to retrieve my un-repaired unit, as the store hours did not overlap with my personal availability. On that day I received a text message from a phone number (that was not listed on the store's contact details) that my unit had been repaired and was ready for pickup. Now the business will not return my unit without full payment for work that I did not authorize - even though they informed me on 2/4/23 that the work would not be completed.Business Response
Date: 03/07/2023
March 7, 2023
*******************************
2770 *************
**********, ** 43123
Re: Case # ********
Dear *******************************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in response. Your complaint states:
I dropped off a ******** Switch console on 12/18/22, because the unit was not turning on. The unit also included two attached joy-cons, and an SD card. I was told during drop off that the estimated cost of repair was near $180, and I should expect around 10 business days for the repair to be completed. The store associate also informed me that the upcoming holiday's could impact the timeline, but that I would receive updates by text on the status of my unit/repair. By 1/20/23 I had received no communication (through text, phone calls, or email) about the status of my repair, and so I called the store directly. I was informed on that call that my unit was ready to ship from the repair location, and would be ready for pickup within a few days. By 2/4/23 I had not received any other update, and so I called the store again. The associate that I spoke with informed me that my unit had just arrived from the repair location that day, and that it was marked as not-repairable. I shared my disappointment in the lack of communication, as it had now been 6 weeks since the unit was dropped off for repair, and ubreakifix had initiated 0 communication with me, and now failed to perform the repair. The associate informed me that I could come pick up the un-repaired unit at my convenience. That evening I drove to BestBuy to repair a brand new replacement unit for $300. By 2/16/23 I had not been to the location to retrieve my un-repaired unit, as the store hours did not overlap with my personal availability. On that day I received a text message from a phone number (that was not listed on the store's contact details) that my unit had been repaired and was ready for pickup. Now the business will not return my unit without full payment for work that I did not authorize - even though they informed me on 2/4/23 that the work would not be completed.
You request the following resolution:
Billing Adjustment
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. With over ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your matter arises from a UBIF franchise location owned by Asurion UBIF Franchise, LLC (Asurion). After receiving your matter, we investigated your concerns to remediate the matter if necessary.
According to our records, on December 18, 2022, you visited the ******** UBIF store to have your ******** Switch (Device) ************************. The ******** UBIF store attempted to repair the Device but determined that it would need to be mailed to the service depot for repair. The service depot repaired the Product and returned it to the store. Due to a miscommunication, the store advised you that the Product was unrepairable. You then proceeded to buy a replacement Device. However, the store later advised that the Product was repaired.
Following receipt of this matter, the store contacted you to offer the repair to you at no cost as a one-time customer courtesy. You advised that you would be available to revisit the store on February 25, 2023. If you have any questions regarding the repair, please contact the store directly.
We sincerely apologize for the inconvenience and miscommunication caused. Customer satisfaction is the ultimate measurement of our success, and your feedback is instrumental in identifying opportunities for continuous improvement.
Sincerely,
*********************************
Staff Counsel
**********************************************************Customer Answer
Date: 03/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:02/17/2023
Type:Sales and Advertising IssuesStatus: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.
Dropped my phone off January 30th for diagnostics thru ******* warranty. Toool loner than the 48 hours. They said ******* would warranty my phone. Its *** February 17th and I got my phone back more broken. Theyvdid the repair without my verification. Then tried to charge me $600 for the repair. Theyvdidnt call me ever for updates and I had to keep calling them myself . I tried to get mymsim card but they had lost myphone. The first screen was defective. And then the managers were never around .*** I have an even more broken phone back and no one is comping me for the nearly 3 weeks without phone service or paying for my replacement. They broke my phone even more.Customer Answer
Date: 02/20/2023
Please provide the **** store location
************************************************************************ is the location.
2. the name of the cell phone carrierTmobile
3. the associated phone number********** (my cell phone)
4. an alternative contact phone numberdon't have one present
Business Response
Date: 03/07/2023
March 7, 2023
*****************************
17566 ************
********, ** 85388
Re: Case # ********
Dear *****************************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in response. Your complaint states:
Dropped my phone off January 30th for diagnostics thru ******* warranty. Toool loner than the 48 hours. They said ******* would warranty my phone. Its *** February 17th and I got my phone back more broken. Theyvdid the repair without my verification. Then tried to charge me $600 for the repair. Theyvdidnt call me ever for updates and I had to keep calling them myself . I tried to get mymsim card but they had lost myphone. The first screen was defective. And then the managers were never around . *** I have an even more broken phone back and no one is comping me for the nearly 3 weeks without phone service or paying for my replacement. They broke my phone even more.
You request the following resolution:
To pay my $200 phone replacement thru my insurance because they broke my phone more and lied about cost
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. With over ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your matter arises from a UBIF franchise location owned by Asurion UBIF Franchise, LLC (Asurion). After receiving your matter, we investigated your concerns to remediate the matter if necessary.
According to our records, on January 31, 2023, you visited the Surprise UBIF store to have your ******* ************* 4 (Device) ************************. The Surprise UBIF store technician advised that the Device ********************** would be covered under the manufacturers warranty. However, the technician found the Device had physical damage, which voided the manufacturers warranty. The technician erroneously advised that the Device would still be covered under the manufacturers warranty and proceeded with the repair.
After the repair, the technician advised that because the repair was no longer covered under the manufacturers warranty, you would be charged the out-of-warranty repair cost. You requested the repair to be reverted, which the technician completed. Unfortunately, you advised that the Device was in worse condition.
Following receipt of this matter, the Surprise UBIF store determined that you would need to file a mobile insurance replacement claim. Unfortunately, the store and Asurion cannot pay for the insurance deductible. As a resolution, the store offered to provide a phone case of your choice, and you agreed to the resolution. At this time, we consider this matter resolved.
We sincerely apologize for the inconvenience and miscommunication caused. Customer satisfaction is the ultimate measurement of our success, and your feedback is instrumental in identifying opportunities for continuous improvement.
Sincerely,
*********************************
Staff Counsel
**********************************************************Initial Complaint
Date:01/13/2023
Type:Product IssuesStatus: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 handed in a ******** switch that was not working on its dock to tv screen function. Product was damaged upon opening and was sent out to a third party to fix through asurion. The damage which occured was a damaged lcd screen. After a week or so the product was returned to the store with a fixed lcd screen but has visible damage from opening. I expressed my displeasure to the person at the store at which point i was cursed out and told to leave the store.Customer Answer
Date: 01/13/2023
nintendo switch was purchased at ********************.
ubif location is 250 ****************************, **********************************************, 32137
serial number is **************
Business Response
Date: 01/26/2023
January 26, 2023
***************************
25 *************
**********, ** 32164
Re: Case # ********
Dear **************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in response. Your complaint states:
I handed in a ******** switch that was not working on its dock to tv screen function. Product was damaged upon opening and was sent out to a third party to fix through asurion. The damage which occured was a damaged lcd screen. After a week or so the product was returned to the store with a fixed lcd screen but has visible damage from opening. I expressed my displeasure to the person at the store at which point i was cursed out and told to leave the store.
You request the following resolution:
Exchange
By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores that repair consumer electronic devices. With over ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your matter arises out of a **** franchise location owned by Asurion UBIF Franchise, LLC. After receiving your matter, we investigated your concerns to remediate the matter if necessary.
According to our records, on December 30, 2022, you visited the ********** **** store to have your ******** Switch (Device) ************************. On January 13, 2023, the **** store completed the repair and returned the Device to you. However, you were unsatisfied with the repair.
On January 15, 2023, you agreed to have the Device ************************ again. The **** store sent the Device for ********************** at the service depot, which may take up to **** business days to complete. The **** store will contact you when the Device is ready for pick-up.
We sincerely apologize for the frustration and inconvenience caused and look forward to resolving the matter with you.
Sincerely,
*********************
Staff Counsel
**********************************************Customer Answer
Date: 01/26/2023
Complaint: 18810241
I am rejecting this response because:The store i was sent to had the same employee working the front desk as the one that cursed me out. I am no longer looking for anything from asurion. I consider this claim closed as sending me to a store with the same employee was the last straw.
Sincerely,
***************************Initial Complaint
Date:01/11/2023
Type:Product IssuesStatus: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.
Got a new phone from ******* last week of September 2022 Asurion was the insurance. first week of Oct drop the phone broke the glass. Called ******* and they set up an appointment online to go to UBREAK I FIX downtown ****** the following day. Went there, they had my name and time and appointment correct, I was asked if I had insurance I said the insurance had sent me there. He could not find the claim, so he told me he could start the work while I contacted the insurance, but before he started the work he needed a full payment instead of the 29,00 deductible. He also never mentioned that he would not refund the money once the insurance clear up. I paid in full and while waiting those 3 hour to have the glass replaced I contacted the insurance. They claimed that was not able to file the claim online because he did not have the glass. He them spoke to the Asurion Agent Mrs. ***** from the *** office and they both argued about the glass ' you don't have I have" and so on. he also told her that the appointment was made by one of her own agents. And was only done that way because he had the glass. They went back and fort for sometime and them she got back to me and told me that since all that was happening I should proceed and have the phone repair. And them she asked me to send her the copy of the payment so she would send me a refund check on the total amount within 10 business days. That never took place. Every phone call I was asked for more and more information. for every form that they asked , I got an email confirming received. But on every phone the paperwork was denied. Last I spoke to them last week an agent told me that she did know why the case took that route, and that there was nothing else could be done. She also told me that was speaking on her *** behalf and there was nothing more there. She offered me 50,00 U$ gift card. I declined the offer because of the wrong way the conduct the business and careless way they handle the costumers. Please fix!Business Response
Date: 01/31/2023
January 31, 2023
***************************
32 *********************
*************, ** 02189
Re: Case # ********
Dear ********************,
Regarding the above-referenced case you filed with the Better Business Bureau (BBB), we submit the below in response. Your complaint states:
Got a new phone from ******* last week of September 2022 Asurion was the insurance. first week of Oct drop the phone broke the glass. Called ******* and they set up an appointment online to go to UBREAK I FIX downtown ****** the following day. Went there, they had my name and time and appointment correct, I was asked if I had insurance I said the insurance had sent me there. He could not find the claim, so he told me he could start the work while I contacted the insurance, but before he started the work he needed a full payment instead of the 29,00 deductible. He also never mentioned that he would not refund the money once the insurance clear up. I paid in full and while waiting those 3 hour to have the glass replaced I contacted the insurance. They claimed that was not able to file the claim online because he did not have the glass. He them spoke to the Asurion Agent Mrs. ***** from the *** office and they both argued about the glass ' you don't have I have" and so on. he also told her that the appointment was made by one of her own agents. And was only done that way because he had the glass. They went back and fort for sometime and them she got back to me and told me that since all that was happening I should proceed and have the phone repair. And them she asked me to send her the copy of the payment so she would send me a refund check on the total amount within 10 business days. That never took place. Every phone call I was asked for more and more information. for every form that they asked , I got an email confirming received. But on every phone the paperwork was denied. Last I spoke to them last week an agent told me that she did know why the case took that route, and that there was nothing else could be done. She also told me that was speaking on her *** behalf and there was nothing more there. She offered me 50,00 U$ gift card. I declined the offer because of the wrong way the conduct the business and careless way they handle the costumers. Please fix!
You request the following resolution:
Refund
By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores that repair consumer electronic devices. With over ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your matter arises out of a **** franchise location owned by Asurion UBIF Franchise, LLC. After receiving your matter, we investigated your concerns to remediate the matter if necessary.
According to our records, on October 12, 2022, you visited the ****** **** store to have your ******* Galaxy S22 5G (Device) ************************. You advised that you had filed a claim with ******* and that the service fee should be $29. The **** store advised that they did not have a record of your claim from *******, and you paid the repair cost of $233.74. The repair was completed that day.
Following receipt of this matter, an Asurion Resolution Specialist assisted you with submitting a reimbursement for the out-of-pocket repair cost of $233.74 minus the $29 deductible. If you have any questions regarding the reimbursement, please contact the Asurion Resolution Specialist directly. We sincerely apologize for the frustration and inconvenience caused.
Sincerely,
*********************
Staff Counsel
**********************************************Initial Complaint
Date:01/05/2023
Type:Customer Service IssuesStatus: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 a ****** Pixel 5a that had the screen go dark as I was using it on January 1st. Was not dropped, no damages to it. This is known issue with the Pixel as it has also happened to other family member phones. Their screens were replaced by uBreakIfix with no problems.My phone was still working even though the screen was blank as I received calls, made an accidental 911 call while I was unable to see the screen and could hear all sounds.I made an appt with the UBreakIFix location in *************, ** and dropped my phone off Jan 2nd at 10am. The sale # was ********. I was called by the employee ******************** at 11:30 am and told they did replace my screen but my phone was completely dead, did not turn on, etc. I returned to pick up my phone, inquired about my options and if it was possible they had damaged the phone while changing the screen. The employee replied that the screen repair was a simple task and they did not cause any damages. I am 100% certain my phone was functional when I delivered it for repair of the screen.According to the UBreakIFix agreement, if my phone is damaged in their possession, they will provide a replacement of like kind and quality. That is my request by filing this complaint. My phone was purchased directly from ****** in November of 2021. I have also included 2 screenshots with the email details of my appt. Thank you for your attention to this matter.Business Response
Date: 01/25/2023
********************************************************; *******, ** 32835
P:************
Asurion.com
January 25, 2023
*************************
3404 **********************
*******, ** 76021
Re: Case #********
Dear ********************,
In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
Your matter filed with the BBB states the following:
I have a ****** Pixel 5a that had the screen go dark as I was using it on January 1st. Was not dropped, no damages to it. This is known issue with the Pixel as it has also happened to other family member phones. Their screens were replaced by uBreakIfix with no problems. My phone was still working even though the screen was blank as I received calls, made an accidental 911 call while I was unable to see the screen and could hear all sounds. I made an appt with the UBreakIFix location in *************, ** and dropped my phone off Jan 2nd at 10am. The sale # was ********. I was called by the employee ******************** at 11:30 am and told they did replace my screen but my phone was completely dead, did not turn on, etc. I returned to pick up my phone, inquired about my options and if it was possible they had damaged the phone while changing the screen. The employee replied that the screen repair was a simple task and they did not cause any damages. I am 100% certain my phone was functional when I delivered it for repair of the screen. According to the UBreakIFix agreement, if my phone is damaged in their possession, they will provide a replacement of like kind and quality. That is my request by filing this complaint. My phone was purchased directly from ****** in November of 2021. I have also included 2 screenshots with the email details of my appt. Thank you for your attention to this matter.
Your desired resolution states:
Replacement of my phone.
By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores which repair consumer electronic devices. With approximately ***** locations in ***************** and ******, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. In this case, your device was taken to a **** franchise location owned by Asurion UBIF Franchise, LLC.
After receiving your matter, we investigated your concerns. According to our records, you visited the ************* **** store on January 2, 2023, for a screen repair on your ****** Pixel 5a (the Device). Upon check in, the **** store found that your Device could power on and make and receive calls, but its LCD was not functioning. Following an attempted repair, the Device would no longer power on. On January 3, 2023, your Device was deemed ****************************.
To remedy this issue, we will provide you with reimbursement for the Device in the amount of $200. On January 12, 2023, a Resolution Specialist contacted you by email and telephone to discuss this matter further.You returned the call, and during this conversation, you accepted the offer. Therefore,we will consider this matter now closed.
We sincerely apologize for any inconvenience caused by this matter.
Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
Sincerely,
******* Tears
Senior Compliance Analyst, Regulatory Complaints
Email: *********************************************Customer Answer
Date: 01/27/2023
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 genuinely appreciate the response. I will continue to use and recommend them for phone repairs.
Sincerely,
*************************
Asurion UBIF Franchise, LLC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.