Business Profile
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:12/31/2022
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 ******** Switch in to get get the *** screen replaced. There were absolutely no cosmetics defects on it whatsoever. They tore the entire thing apart. There are scratches all around where where they took the screen in and out, part of it is bent, the actual screen they put in has scratches on it. They wouldnt give me back my Switch unless I paid for it. I have the initial drop off receipt where it states there are no cosmetic defects to the equipment.Business Response
Date: 01/18/2023
2121 ***************., Suite 120
*******, ** 32835
P: ************
Asurion.com
January 18, 2023
***********************
2563 ********************
********, ** 32909
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 brought my ******** Switch in to get get the *** screen replaced. There were absolutely no cosmetics defects on it whatsoever. They tore the entire thing apart. There are scratches all around where where they took the screen in and out, part of it is bent, the actual screen they put in has scratches on it. They wouldnt give me back my Switch unless I paid for it. I have the initial drop off receipt where it states there are no cosmetic defects to the equipment.
Your desired resolution states:
Repair; Fix this properly. At least fix the camera and the front screen that does did not even get physically damaged. ; If not willing to fix back screen, at least give a substantial discount to fix this cheap glass they fixed it with in the first place.
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 North America's largest franchise systems specializing in consumer electronic repair. Your matter arises from a UBIF 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 December 17,2022, to repair your ******** Switch (Device) due to having issues with cutting in and out and the images having lines through them. You advised in your matter that, after the repair of your Device, the Device had extensive cosmetic damage.
To remedy the matter, a Resolution Specialist (RS) contacted you and advised that a re-repair would be covered by the stores warranty and completed at no cost to you. During this conversation, you were advised that the store could do a frame and digitizer replacement at no additional cost, or the store could re-install the old *** back on the device and refund you the amount paid. You accepted the first resolution that was offered and agreed to visit the store once the parts arrived in the store.
Since your desired resolution will be met, we will consider this matter closed. 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: **************************************Initial Complaint
Date:12/02/2022
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.
Brought my device for a back glass repair. I asked the tech multiple times if it would maintain it's water resistance. The tech assured me for ******* devices they were authorized and it would maintain it's certification. I received my phone back very quickly and again asked about water resistance and was again assured it had passed testing and was to factory specs. A few months down the line my phone suddenly stopped working seemingly at random, I took it in for repair and together the tech and I came to find the back glass was seperated by a good mm or 2 from the frame. The phone was water damaged and non functional at this point I am sans device and have a bill for 600 to repair it if I want it to work again. Ubreakifix called me a liar, said I would've noticed if it was seperated and took no responsibility. I had the device in a case at all times and never had a chance to have noticed the gapping. This is the second time I've been to ubreakifix and I had the same problem with my s8 last time. They are lying cheating scum and not to be trusted. BEWARE!!!! Regardless of the visual repair the device will not be water resistant anymore and you will be SOL due to the ridiculous warranty exclusions regarding water damage by manufacturesCustomer Answer
Date: 12/06/2022
At&t************Alt. ************
Phone was purchased unlocked direct from Samsung.
Business Response
Date: 12/20/2022
********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************; *******, ** 32835
P: ************
Asurion.com
December 20, 2022
*******************************
4 ***************
*****************, ** 12763
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:
Brought my device for a back glass repair. I asked the tech multiple times if it would maintain it's water resistance. The tech assured me for ******* devices they were authorized and it would maintain it's certification. I received my phone back very quickly and again asked about water resistance and was again assured it had passed testing and was to factory specs. A few months down the line my phone suddenly stopped working seemingly at random, I took it in for repair and together the tech and I came to find the back glass was seperated by a good mm or 2 from the frame.The phone was water damaged and non functional at this point I am sans device and have a bill for 600 to repair it if I want it to work again. Ubreakifix called me a liar, said I would've noticed if it was seperated and took no responsibility. I had the device in a case at all times and never had a chance to have noticed the gapping. This is the second time I've been to ubreakifix and I had the same problem with my s8 last time. They are lying cheating scum and not to be trusted. BEWARE!!!! Regardless of the visual repair the device will not be water resistant anymore and you will be SOL due to the ridiculous warranty exclusions regarding water damage by manufactures.
Your desired resolution states:
Full reimbursement of cost of device.
By way of background, UBIF *************** (UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) 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.
After receiving your matter, we initiated a full review of your interaction history, with the aim to, where possible, remediate the matter and, when necessary, make changes to improve our services. Based on that review, we determined that you initially visited our ********** UBIF location on June 5, 2022, for a screen repair on your ******* Galaxy S22 Ultra (the Device). After your screen was repaired the technician performed ******* exit diagnostics. Your Device was marked as fully functioning,which includes the adhesive as being applied correctly. Please note that ******* devices are not waterproof, rather, they are water-resistant. This means that a device could resist water up to a certain depth, but it could also fail if exposed to water.
We sincerely apologize for your frustration. Since your Device experienced liquid damage after the repair, and not by our repair, we cannot meet your desired resolution and we will consider this matter closed.
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: 12/21/2022
Complaint: 18515513
I am rejecting this response because:I do not believe one can ensure water resistance via a software test. There was clear neglect to ensure the seal was installed correct. And it was visibly damaged
Sincerely,
*******************************Business Response
Date: 01/09/2023
************************************* 120
*******, ** 32835
P: ************
Asurion.com
January 9, 2022
*******************************
4 ***************
*****************, ** 12763
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:
Brought my device for a back glass repair. I asked the tech multiple times if it would maintain it's water resistance. The tech assured me for ******* devices they were authorized and it would maintain it's certification. I received my phone back very quickly and again asked about water resistance and was again assured it had passed testing and was to factory specs. A few months down the line my phone suddenly stopped working seemingly at random, I took it in for repair and together the tech and I came to find the back glass was seperated by a good mm or 2 from the frame.The phone was water damaged and non functional at this point I am sans device and have a bill for 600 to repair it if I want it to work again. Ubreakifix called me a liar, said I would've noticed if it was seperated and took no responsibility. I had the device in a case at all times and never had a chance to have noticed the gapping. This is the second time I've been to ubreakifix and I had the same problem with my s8 last time. They are lying cheating scum and not to be trusted. BEWARE!!!! Regardless of the visual repair the device will not be water resistant anymore and you will be SOL due to the ridiculous warranty exclusions regarding water damage by manufactures.
Your desired resolution states:
Full reimbursement of cost of device.
Your recent rebuttal filed with the BBB on December 21, 2022, states:
I am rejecting this response because:
I do not believe one can ensure water resistance via a software test. There was clear neglect to ensure the seal was installed correct. And it was visibly damaged.
Thank you for your recent communication. As stated in our last response, since your Device experienced liquid damage after the repair, and not by our repair, we cannot meet your desired resolution, and we will consider this matter closed.
Sincerely,
******* Tears
Senior Compliance Analyst, Regulatory Complaints
Email: **************************************Initial Complaint
Date:12/01/2022
Type:Customer Service 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 gave them my ps4 to fix my hdmi port only they instructed me it would take 2 to 3 weeks after the 3rd week I reached out to them and was Informed they sent my console to ****** ******* and I was never told prior to that so I allowed them another day to get my system back and I didn't wanna give them my business and they said someone's would call me no call another week goes by I called them again still doesn't have my console I waited another week and called again and they told me they didn't know were the system was and it also had other issues which I told them don't fix nothing just get my system then today I called because no one ever called me since I dropped my console off and I asked them were was my console they guy said they dropped the ball and will call ******* to have it sent next day but they told me they didn't know why it wasn't back in ********* and it's causing me issues keep calling *** at work keep calling them and I just want it over and want my game back it's like there holding it hostage because I didn't wanna get the work done through them because the in consistency the manager didn't call me like I asked them last week they just keep blaming the ******* store but again I never knew they was sending it there had I knew that I would have got my game backCustomer Answer
Date: 12/01/2022
************************************************************* ********** sale number ********Business Response
Date: 12/15/2022
Asurion.com
December 15, 2022
***************************
700 **********
*********, ** 21202
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 gave them my ps4 to fix my hdmi port only they instructed me it would take 2 to 3 weeks after the 3rd week I reached out to them and was Informed they sent my console to ****** ******* and I was never told prior to that so I allowed them another day to get my system back and I didn't wanna give them my business and they said someone's would call me no call another week goes by I called them again still doesn't have my console I waited another week and called again and they told me they didn't know were the system was and it also had other issues which I told them don't fix nothing just get my system then today I called because no one ever called me since I dropped my console off and I asked them were was my console they guy said they dropped the ball and will call ******* to have it sent next day but they told me they didn't know why it wasn't back in ********* and it's causing me issues keep calling *** at work keep calling them and I just want it over and want my game back it's like there holding it hostage because I didn't wanna get the work done through them because the in consistency the manager didn't call me like I asked them last week they just keep blaming the ******* store but again I never knew they was sending it there had I knew that I would have got my game backI sent my xbox one to get repaired at their Lon Island city store on Monday Oct. 10 the get repaired. They told me i would get it back in a few days. I called on Thursday . Oct 13 they said it will be fixed that day. I called on Friday regarding this and the number was disconnected. I called the main office and they said they closed some store and did not tell anyone to pick up their items, and will give an update on when i can get it. Without telling anyone a week later they send it to the furthest location in ** to ********* Center location. I tried contacting the main office to have them sent it to me which took 2 weeks to get an answer after multiple phone calls and emails. The finally agreed to send me the item they agreed to mail it to me, on Nov 1st they created a shipping label and had it sent to the store to be delivered next day. I called the ********* Center Store on Nov 4th and they said they needed to confirm the address which i said it is correct. Today is Nov 5th and it still say the package has not been given to UPS.
Your desired resolution states:
Refund; Repair.
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 North America's largest franchise systems specializing in consumer electronic repair. Your matter arises from a UBIF 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 November 8,2022, for a repair to your PlayStation 4 (Device) due to having issues with the **** port. Unfortunately, this Device was sent to the ****** store for repair and an extended delay ensued.
To remedy the matter, a Resolution Specialist (**) left you a voice message and sent you an email on December 3, 2022, to discuss the matter further. Please contact the ** or the local store in order to either pick the Device up or have it ************************.
Since your desired resolution will be met, we will consider this matter closed. 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: **************************************Initial Complaint
Date:11/07/2022
Type:Customer Service 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 sent my xbox one to get repaired at their Lon Island city store on Monday Oct. 10 the get repaired. They told me i would get it back in a few days. I called on Thursday . Oct 13 they said it will be fixed that day. I called on Friday regarding this and the number was disconnected. I called the main office and they said they closed some store and did not tell anyone to pick up their items, and will give an update on when i can get it. Without telling anyone a week later they send it to the furthest location in ** to **************** location. I tried contacting the main office to have them sent it to me which took 2 weeks to get an answer after multiple phone calls and emails. The finally agreed to send me the item they agreed to mail it to me, on Nov 1st they created a shipping label and had it sent to the store to be delivered next day. I called the **************** Store on Nov 4th and they said they needed to confirm the address which i said it is correct. Today is Nov 5th and it still say the package has not been given to ****Customer Answer
Date: 11/07/2022
The address is
44 ****************************************************************************
Business Response
Date: 11/21/2022
2121 ***************., Suite 120
*******, ** 32835
P:************
Asurion.com
November 21, 2022
******************************************************************************** 11104
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 sent my xbox one to get repaired at their Lon Island city store on Monday Oct. 10 the get repaired.They told me i would get it back in a few days. I called on Thursday . Oct 13 they said it will be fixed that day. I called on Friday regarding this and the number was disconnected. I called the main office and they said they closed some store and did not tell anyone to pick up their items, and will give an update on when i can get it. Without telling anyone a week later they send it to the furthest location in ** to **************** location. I tried contacting the main office to have them sent it to me which took 2 weeks to get an answer after multiple phone calls and emails. The finally agreed to send me the item they agreed to mail it to me, on Nov 1st they created a shipping label and had it sent to the store to be delivered next day. I called the **************** Store on Nov 4th and they said they needed to confirm the address which i said it is correct. Today is Nov 5th and it still say the package has not been given to ***.
Your desired resolution states:
Delivery.
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 ******* that specialize in consumer electronic repair. Your matter arises from a **** franchise location owned by Asurion UBIF Franchise, LLC.
After receiving your matter, we investigated your concerns. According to our records, you visited the Long Island City store on October 10, 2022, for a repair to your Xbox One (Device) as it was unable to fully power on. Unfortunately, the store permanently closed while completing the repair, so your Device was sent to the **************** store for completion.
To remedy the matter, a Resolution Specialist (**) left you a voice message and sent you an email on November 15, 2022, to discuss your concerns. The ** advised that the Xbox One was delivered to you on November 11th. However, the ** advised that your controller was shipped that day (the 14th), according to *** tracking number 1Z7F2FV228423446334. You returned the **s call and advised that you received your Xbox One and ********** cables, but the **** cord and controller were missing. The ** contacted the **** store and confirmed that the **** cord was included with the controller, which was en route to you.
We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the quality and/or reliability of the service we strive to provide and provides opportunities for our continued improvement. Since your desired resolution will be met, we will consider this matter closed. 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: **************************************Initial Complaint
Date:10/28/2022
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.
Please see Complaint ID: ************** Response to request for receipt:There was no receipt other than what is in the company UBreakIFix (Asurion is parent company) as I stated in the initial complaint. There was no repair cost as I would have paid upon completion when notifyied, however, my laptop was recycled with claims that I abandoned my PC. They claim to have called, left voicemails and emails of which there is NO RECORD of (other than comments that were written on their system). I cross referenced my ******* phone records vs date times and phone numbers, provided by staff, only to find no record. Checked voicemail box and there is no record either. The same with email. Someone dropped the ball and I am left holding an empty bag!Resolution: Replace my laptop ASAP!!!PLEASE HELP ME!Business Response
Date: 11/15/2022
2121 ***************., Suite 120
*******, ** 32835
P: ************
Asurion.com
November 15, 2022
*******************
9 *******
*********, ** 37209
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:
Please see Complaint ***************** Response to request for receipt: There was no receipt other than what is in the company UBreakIFix (Asurion is parent company) as I stated in the initial complaint. There was no repair cost as I would have paid upon completion when notifyied, however, my laptop was recycled with claims that I abandoned my PC. They claim to have called, left voicemails and emails of which there is NO RECORD of (other than comments that were written on their system).I cross referenced my ******* phone records vs date times and phone numbers,provided by staff, only to find no record. Checked voicemail box and there is no record either. The same with email. Someone dropped the ball and I am left holding an empty bag! Resolution: Replace my laptop ASAP!!! PLEASE HELP ME!.
Your desired resolution 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 franchise systems in North ******* that specialize in consumer electronic repair. In this case, your matter arises out of a UBIF 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 August 8,2022, for potential virus removal on your **** Latitude Laptop (Device). Unfortunately, after multiple attempts to contact you, your Device was removed on September 8, 2022. You contacted the store on September 21,2022, stating that you had not been contacted. You were informed during this conversation that the store attempted to reach you by both email and telephone and that, due to the Device being at the store for more than 30 days it was removed from the store and salvaged.
To remedy the matter, a Resolution Specialist (RS) contacted you on November 4, 2022, to discuss your concerns. During this conversation, you were informed that a replacement device would be ordered on your behalf. On November 9, 2022, you were provided with the tracking number of your replacement. The Device was delivered to you on November 10, 2022, according to *** tracking number 1Z6A464R0319151149.
We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the quality and/or reliability of the service we strive to provide and provides opportunities for our continued improvement. Since your desired resolution will be met, we will consider this matter closed. 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: **************************************Initial Complaint
Date:10/26/2022
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 took two different iPads, the exact same make model in year to have their screens repaired. They both had cracks. Of this repair was almost 50% cheaper then going with Apple for the repair. Had I known that the quality of the iPad would not be as good due to non-OEM parts after receiving my iPads back the screen cracked within 24 hours of having it all from pressing on it if that wasnt bad enough, the buttons, the home button, which is crucial for my four-year-old to be able to navigate through her iPad is currently spinning and not seated properly in the iPad screen now when I brought this to the attention of the current store manager, he basically told me that the glue that they use is not as good as the glue that Apple uses I asked, why wasnt I informed that the quality would not be as good as it once was, I wouldve reconsidered having the repairs done at this location when I asked the manager to please fix the last iPad that had a spinning button, which I did not have when I dropped it off. originally he told me theres nothing more he could do and that I needed to get out of his store. I proceeded to ask him for a refund. He told me no that he had already done enough for me by replacing the screen a second time after it cracked, I dont think the screen was installed correctly the first time nor were the buttons properly reinstalled small anecdotal information. I was told that a new hire was the one working on my devices, and that he may have made the mistake. I asked for a record. of the person that repaired the iPads and I was denied that information now my 256 GB apple iPad is now virtually unusable with the damage to the home button I would like for this issue to be repaired or the item to be replaced.Business Response
Date: 11/10/2022
********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************; *******, ** 32835
P: ************
Asurion.com
November 10, 2022
***************************
623 *************
***********, ** 32763
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 took two different iPads, the exact same make model in year to have their screens repaired. They both had cracks. Of this repair was almost 50% cheaper then going with Apple for the repair. Had I known that the quality of the iPad would not be as good due to non-OEM parts after receiving my iPads back the screen cracked within 24 hours of having it all from pressing on it if that wasnt bad enough, the buttons,the home button, which is crucial for my four-year-old to be able to navigate through her iPad is currently spinning and not seated properly in the iPad screen now when I brought this to the attention of the current store manager, he basically told me that the glue that they use is not as good as the glue that Apple uses I asked, why wasnt I informed that the quality would not be as good as it once was, I wouldve reconsidered having the repairs done at this location when I asked the manager to please fix the last iPad that had a spinning button, which I did not have when I dropped it off. originally he told me theres nothing more he could do and that I needed to get out of his store.I proceeded to ask him for a refund. He told me no that he had already done enough for me by replacing the screen a second time after it cracked, I dont think the screen was installed correctly the first time nor were the buttons properly reinstalled small anecdotal information. I was told that a new hire was the one working on my devices, and that he may have made the mistake. I asked for a record. of the person that repaired the iPads and I was denied that information now my 256 GB apple iPad is now virtually unusable with the damage to the home button I would like for this issue to be repaired or the item to be replaced.
Your desired resolution states:
Repair.
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 ******* that specialize in consumer electronic repair. In this case, your matter arises out of a UBIF franchise location owned by Asurion UBIF Franchise, LLC.
After receiving your matter, we investigated your concerns. According to our records, you visited the Deland store on August 27, 2022, for a screen repair on your two iPads **** (8th Generation) (Devices). Unfortunately,following the repair, you reported the home buttons on both Devices were not working, and the screen repair on one of the Devices was not successful as it cracked during normal use. Please note that all of our repairs are backed by our 1-year limited warranty. To remedy the matter, warranty repairs were completed. Unfortunately, the home button on one of the Devices would still not function properly.
To remedy the matter, a Resolution Specialist (**) offered you a replacement device for one of the Devices (due to the unsuccessful warranty repair), which you accepted. On November 7, 2022, the ** sent you an email requesting that you provide specific details of your Device. The following day,you responded by providing pictures with the Device specs. The replacement device is in the process of being ordered, please allow **** business days to receive your replacement Device.
With regard to your concern relating to non-OEM parts, please note that pursuant to the Repair Terms of Service, we may use original or non-original parts during the course of the repair. For Apple repairs, our repair estimate is based on using non-original manufacturer parts.
We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the quality and/or reliability of the service we strive to provide and provides opportunities for our continued improvement. Since your desired resolution will be met, we will consider this matter closed. 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: **************************************Initial Complaint
Date:10/24/2022
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.
uBreakiFix replaced a cracked screen on a smart phone. The warranty is supposed to be a 1 year warranty. That screen has failed (not dropped, cracked, soaked, etc.) for not reason. Just quit working. Store refuses to honor the warranty.Store is the uBreakiFix West Chase location located at ***************************************************************Business Response
Date: 11/07/2022
********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************; *******, ** 32835
P: ************
Asurion.com
November 7, 2022
*******************
12915 ****************
*******, ** 77065
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:
uBreakiFix replaced a cracked screen on a smart phone. The warranty is supposed to be a 1 year warranty. That screen has failed (not dropped, cracked, soaked, etc.) for not reason. Just quit working. Store refuses to honor the warranty. Store is the uBreakiFix West Chase location located at ******************************************************** 77082.
Your desired resolution ******:
Replacement
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 ******* that specialize in consumer electronic repair.
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 claims, work orders, or account history related to the issue you discussed. 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 account information (full name and phone number provided to the store) associated with the repair.
If your matter relates to a claim filed under a protection plan or insurance program, the name of the protection plan/insurance program and the claim number associated with your claim.
If your matter does not relate to a claim filed under a protection plan, the work order number associated with your repair.
We do apologize for the customer experience you encountered with ***************************. 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 am and 4:00 pm CST.
Sincerely,
******* Tears
Senior Compliance Analyst, Regulatory Complaints
Email: **************************************Initial Complaint
Date:10/24/2022
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.
On October 12th I dropped off my computer for a computer diagnostic and they have a store policy saying they would get a hold of you within a week. October 20th came and went and I did not receive an email or a phone call about my status on my computer. The store is closed and the number that they provide on the door no one answers and they do not have an answering machine to leave a message. When I called prior to the 12th asking if they fix computers they did have an answering machine connected. The Asurion ************ Repair store that closed and has my computer is at *****************************************************. I called The next closest Asurion store at ***************************************************. They informed me the Manager fired everyone on Monday morning and locked up the shop. I was given the corporate number today and waiting on a reply back regarding acquiring my computer since there is no way to contact the store owner in ******. I also made a post on ****** maps review. They deleted or made my first post invisible for others to see. I followed up with a second post and as of right now it is still visible on the ****** maps website. They both still show up on my profile however, one is only visible to the consumer. It feels like whoever is attempting to cover up what's going on at this store location. This is very deceitful to consumers and people who still have personal items that the store has not fixed or given back. sale: ******** merchant id: **************Business Response
Date: 11/07/2022
2121 ***************., Suite 120
*******, ** 32835
P: ************
Asurion.com
November 7, 2022
***********************
1028 ************.
********, ** 60178
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:
On October 12th I dropped off my computer for a computer diagnostic and they have a store policy saying they would get a hold of you within a week. October 20th came and went and I did not receive an email or a phone call about my status on my computer. The store is closed and the number that they provide on the door no one answers and they do not have an answering machine to leave a message. When I called prior to the 12th asking if they fix computers they did have an answering machine connected.The Asurion Phone & Tech Repair store that closed and has my computer is at *****************************************************. I called The next closest Asurion store at ***************************************************. They informed me the Manager fired everyone on Monday morning and locked up the shop. I was given the corporate number today and waiting on a reply back regarding acquiring my computer since there is no way to contact the store owner in ******. I also made a post on ****** maps review. They deleted or made my first post invisible for others to see. I followed up with a second post and as of right now it is still visible on the ****** maps website. They both still show up on my profile however, one is only visible to the consumer. It feels like whoever is attempting to cover up what's going on at this store location. This is very deceitful to consumers and people who still have personal items that the store has not fixed or given back. sale:18965507 merchant id: **************.
Your desired resolution states:
Refund; I wish for them to allow me to pick up my computer in a timely manner. At this point I feel they have stolen my computer.
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 ******* that specialize in consumer electronic repair. In this case, your matter arises out of a UBIF 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 October 12,2022, for a computer diagnostic on your PC (Device). Unfortunately, the store closed during the process of completing the diagnostic. To remedy the matter, a Resolution Specialist (**) left you a voice message on November 7, 2022, to discuss your concerns. In order to properly address your concerns with respect to your Device, please contact the ** utilizing the contact information left on your voicemail or by email at **************************************
We sincerely apologize for any inconvenience this may have caused you. We look forward to resolving this matter quickly.
Sincerely,
******* Tears
Senior Compliance Analyst, Regulatory Complaints
Email: **************************************Customer Answer
Date: 11/09/2022
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:10/24/2022
Type:Customer Service 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.
Ubreakifix is in ******, **********. I took my ******* A13 with a non functioning screen to have a new screen installed or a data download onto my new phone. This was on 8/20/22. Sale #*********** **********************************************************. 253 -904-1015I returned and they could not find my phone. Returned again, no phone . Called claim line -no help. I believe they charged me for a recurring service on my Mastercard as well as the downpayment which does not appear on the invoice. I want the contract cancelled and $200 for the phone.Business Response
Date: 11/08/2022
2121 ***************., Suite 120
*******, ** 32835
P: ************
Asurion.com
November 8, 2022
*****************
1408 **********
******, ** 98354
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:
Ubreakifix is in ******,**********. I took my ******* A13 with a non functioning screen to have a new screen installed or a data download onto my new phone. This was on 8/20/22.Sale #*********** **********************************************************. 253 -904-1015I returned and they could not find my phone. Returned again, no phone . Called claim line -no help. I believe they charged me for a recurring service on my Mastercard as well as the downpayment which does not appear on the invoice. I want the contract cancelled and $200 for the phone.
Your desired resolution states:
Refund; Replacement
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 ******* that specialize in consumer electronic repair. In this case, your matter arises out of a UBIF 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 August 18, 2022, to have your data transferred from your ******* A13 (Device). Unfortunately, your Device was lost. To remedy the matter, a Resolution Specialist (**) contacted you by telephone and email on October 27, 2022, to offer you reimbursement for your lost Device. The ** contacted you again on October 31, 2022, to obtain your mailing address in order to mail you the reimbursement check for your lost Device. The ** contacted you on November 3, 2022, to inform you that the $140 reimbursement check had been mailed and to allow 5-7 business days for delivery.
With regard to your enrollment in the Asurion Home Plus Plan (AH+), the plan can be cancelled at anytime without penalty. The ** provided you the AH+ telephone number so you could cancel your Plan, which you advised has now been done.
We sincerely apologize for any inconvenience this may have caused you. Since your desired resolution has been met, we will consider this matter closed. 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: **************************************Initial Complaint
Date:10/15/2022
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 polmone to the asurion location in ************, ** on October 8, 2022. When I dropped off my phone I was told that it would be fixed in three business days. I called on Thursday, they said it would be ready later that day. I called on Saturday and was told that my phone still wasn't fixed and that they would not be able to fix it for at least a week but I could come pick up my phone. I drove over an hour to the location to retrieve my phone. When I arrived the doors were locked and other angry customers were outside. No one is answering the local phone number and no one from the corporate office has been any help with helping me get my phone back.Customer Answer
Date: 10/18/2022
***Document Attached***
Attached is the closest thing to a receipt that I was provided when I dropped off my phone.
See Attachment/File: IMG_20221018_155357849.jpgBusiness Response
Date: 11/02/2022
********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************; *******, ** 32835
P: ************
Asurion.com
November 2, 2022
*************************
2 North Street
*********, ** 12051
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 brought my polmone to the asurion location in ************, ** on October 8, 2022. When I dropped off my phone I was told that it would be fixed in three business days. I called on Thursday, they said it would be ready later that day. I called on Saturday and was told that my phone still wasn't fixed and that they would not be able to fix it for at least a week but I could come pick up my phone. I drove over an hour to the location to retrieve my phone. When I arrived the doors were locked and other angry customers were outside. No one is answering the local phone number and no one from the corporate office has been any help with helping me get my phone back.
Your desired resolution states:
Contact by the business; Finish the job
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 ******* that specialize in consumer electronic repair. In this case, your matter arises out of a UBIF 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 October 8, 2022, due to your ****** Pixel 4 XL (Device) needing **********************. Unfortunately, the store closed during the process of completing the repair. To remedy the matter, a Resolution Specialist (RS) arranged for the completion of the repair with another store. On October 29, 2022, your Device was ************************ and has been returned to you.
We sincerely apologize for any inconvenience this may have caused you. Since your desired resolution has been met, we will consider this matter closed. 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: **************************************
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