Complaints

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

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

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• 

  Asurion UBIF Franchise, LLC

  Nashville, TN 37203-3421

  
• 

  Asurion UBIF Franchise LLC

  3728 Lorna Rd Hoover, AL 35216-6206

• 

  uBreakiFix

  2075 Orchard Rd Montgomery, IL 60538

• 

  uBreakiFix by Asurion - Matteson

  4555 211th St Ste a Matteson, IL 60443

• 

  uBreakiFix by Asurion

  17139 Ventura Blvd Encino, CA 91316-4004

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my 2019 Macbook 16" in on 8/17/22 for a screen replacement. They quoted me $320 and about 1-2 weeks estimated wait time. I accepted.About a week later, I get a phone call stating that the replacement screen is actually $620 and I need to accept the overage. It's also recommended that I purchase the $25/month Asurion plan to expedite the service and decrease the price to $590. I need the laptop for work and I've invested a lot into the original purchase, so I reluctantly accept to the $590 price and the asurion plan.1 week later, I call in to check on the status. They say I never accepted the overage. I tell them I accepted already and they should proceed and order the part. I call again the next day to verify that the part is ordered, and the phone is off the hook. Straight to voicemail.I drive there in person and tell them the situation. They say I still have not accepted the overage charge. I sit there with him for an hour until he puts the order through and actually processes the order for the part. 2 weeks later. We are at 9/23/2022 now. The part is installed and working. They ask me to come in the next day and pick it up. I arrive the next day, and immediately notice something wrong. The replacement screen's clamshell they used is Silver. My laptop is Space Gray. So now, half of my laptop is space gray and the other half is silver. I decline this and tell them to order the correct display.Today is 10/6/2022. Everytime I call to check on a status, the phone goes straight to voicemail. Whenever I stop by to check in person, the store is closed during normal business hours. Stay away from this location at all costs. My $2200 Apple laptop is gone and I do not know if I will ever receive it.

  Customer Answer

  Date: 10/06/2022

  ***Document Attached***
  
  See Attachment/File: SCAN0001.PDF

  Business Response

  Date: 10/21/2022

  October 20, 2022
  
  *******************************
  183 **********
  **********, ** 06002
  
  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 2019 Macbook 16" in on 8/17/22 for a screen replacement. They quoted me $320 and about 1-2 weeks estimated wait time. I accepted. About a week later, I get a phone call stating that the replacement screen is actually $620 and I need to accept the overage. It's also recommended that I purchase the $25/month Asurion plan to expedite the service and decrease the price to $590. I need the laptop for work and I've invested a lot into the original purchase, so I reluctantly accept to the $590 price and the asurion plan. 1 week later, I call in to check on the status. They say I never accepted the overage. I tell them I accepted already and they should proceed and order the part. I call again the next day to verify that the part is ordered, and the phone is off the hook. Straight to voicemail. I drive there in person and tell them the situation. They say I still have not accepted the overage charge. I sit there with him for an hour until he puts the order through and actually processes the order for the part. 2 weeks later. We are at 9/23/2022 now. The part is installed and working. They ask me to come in the next day and pick it up. I arrive the next day, and immediately notice something wrong. The replacement screen's clamshell they used is Silver. My laptop is Space Gray. So now, half of my laptop is space gray and the other half is silver. I decline this and tell them to order the correct display. Today is 10/6/2022. Everytime I call to check on a status, the phone goes straight to voicemail. Whenever I stop by to check in person, the store is closed during normal business hours. Stay away from this location at all costs. My $2200 Apple laptop is gone and I do not know if I will ever receive it.
  
  Your desired resolution states:
  
  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 Manchester store on August 17, 2022, for a MacBook Pro LCD (Device) **********************.  Our records indicate that, while attempting to replace the lower trim piece, you damaged a ribbon cable which caused the display to stop working.  Therefore, you brought the Device to the Manchester store for repair.  The store quoted you a repair fee of $320, then attempted to source the part necessary for the repair.  Unfortunately, the part price increased.  Therefore, the store contacted you on August 23, 2022 to advise of the part price increase, and to obtain your approval to proceed with the repair, which you provided on September 1, 2022.  The device was then ************************.  Upon your retrieval of the Device, however, you noted that the replacement clamshell was silver, whereas your original clamshell was space gray.  The matter remained unresolved.    
  
  Following our receipt of this matter, a Resolution Specialist contacted you and a resolution was reached (specifically you were offered a refund of the repair fee back to the original quoted price of $320, and you were offered a check in the amount of $40 to purchase a protective case, which you accepted).  Given the above, we will consider the BBB matter closed.
  
  It is our understanding that, during your conversations with the Resolution Specialist, you advised that there is now a warranty issue with the repair, which the Resolution Specialist is currently assisting you with.  We kindly ask that you continue to work with the Resolution Specialist to bring the warranty matter to conclusion.  
  
  We sincerely apologize for any inconvenience this may have caused you.  Please feel free to contact me if you have any questions.  I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  
  Sincerely,
  
  ******* Tears
  Senior Compliance Analyst, Regulatory Complaints 
  Email: **************************************
  
  

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I walked in to Asurion *******, ** on 7/20/2022 to get the hinge of my ****** Yoga 2 in 1 laptop fixed as it became lose. The technician Tenor looked at it and said it is a very common problem and he will fix it in a day or two. A few days later, ***** calls me in the morning and leaves a voicemail that he accidentally broke the screen of my laptop! Then he mentioned to me on our that he will get the screen repaired at his expense as it was his fault and was extremely apologetic. The store significantly delayed repairing my laptop. The quality of aftermarket part that the store used must have been very poor quality as the repair didn't last even a month. I again took my laptop to the store saying the glue that hinges to the screen is peeling off and the hinge is coming lose. Initially the store said they would fix it but after keeping my laptop for over a week, they returned it today without repairing without any apologies to the poor workmanship they did last time.I request BBB support to let Asurion know they should fix my laptop at their expense.

  Business Response

  Date: 10/17/2022

  
  
  ****************************************************************************** 32835
  P: ************
  Asurion.com
  October 17, 2022
  
  *****************************
  7972 ****************
  Apt 1080
  ******, ** 75063
  
  Re: ***************************** *****************************,
  
  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 walked in to Asurion *******, ** on 7/20/2022 to get the hinge of my ****** Yoga 2 in 1 laptop fixed as it became lose. The technician Tenor looked at it and said it is a very common problem and he will fix it in a day or two. A few days later, ***** calls me in the morning and leaves a voicemail that he accidentally broke the screen of my laptop! Then he mentioned to me on our that he will get the screen repaired at his expense as it was his fault and was extremely apologetic. The store significantly delayed repairing my laptop. The quality of aftermarket part that the store used must have been very poor quality as the repair didn't last even a month. I again took my laptop to the store saying the glue that hinges to the screen is peeling off and the hinge is coming lose. Initially the store said they would fix it but after keeping my laptop for over a week, they returned it today without repairing without any apologies to the poor workmanship they did last time. I request BBB support to let Asurion know they should fix my laptop at their expense."
  
  Your desired resolution states:
  
  "Repair; 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.
  
  After receiving your matter, we investigated your concerns in an effort to remediate the matter. According to our records, you visited the ******* UBIF store on July 22, 2022, to have your ****** Yoga 2-and-1 laptop (the "Device") ************************ due to a hinge issue. Unfortunately, during the hinge repair process, your Device's screen was accidentally broken. The store ordered a new screen and completed a replacement. Unfortunately, the screen replacement was unsuccessful and the store declined to replace the screen a second time.
  
  To resolve the issue, a Resolution Specialist ("**") contacted you by phone on October 6, 2022, to offer you a replacement device, and you accepted. If you have not received your replacement Device within the next **** business days, we ask that you please contact the ** directly using the information provided to you in the telephone conversation.
  
  We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the service we aim to provide. Since we are working towards your desired resolution, 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:09/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/21 I contacted ubreakifix greenfield regarding a hairline crack in the top half of my sons **** screen. I was told the repair could be made within 24 hours (which is why we chose this option as opposed to filing a claim through *******-same cost, would've provided a new device in 2 days though). I dropped the device off on 9/12 retrieved it and paid 9/13. That evening when handing it over to my son I noticed the digitizer or home button was pushed in (i was later told this can happen from being pushed, like during the repair). I asked my son to utilize my **** until I could take his back in. Unfortunately that was not until Friday because I had no time during their open hours (my issue). On Wednesday I called and explained the situation said I'd bring it Friday & was told it may take 24 hours. I was confused as they caused the issue during repair so it SHOULD take priority above other repairs, right? I chose to bite my tounge and said "ok". On Friday at drop off (again) I asked "it will be ready by tomorrow at noon (24hours) correct? Again; told yes. Saturday mid day I called and was told it was not going to be ready until the following day (sunday). I explained my son had to leave for a trip Saturday evening. He has adhd and depends on his tablet during transition times and for support.. the manager was rude, dry, cold, & extremely non-emphatic or personable. This was disappointing, but it didn't end there. Sunday I had to call yet again because I received no updates aside from a text on Tuesday.. and was told I could come get it. When I came to pick it up at about 1-1:30 I was told it was "good". When I asked if it was checked to be sure nothing else was damaged I was told (with a whole annoyed attitude) "it should be fine" I contacted the customer service number, email, and chat and was told a case manager would contact me since last Sunday 9/18, I've emailed numerous times, chatted, and called. I was offered a $50 refund, I paid $170+ this is not okay
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/12) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL 32835
  P: 877.320.2237
  Asurion.com
  October 12, 2022
  
  *****************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "On 9/12/21 I contacted ubreakifix greenfield regarding a hairline crack in the top half of my sons **** screen. I was told the repair could be made within 24 hours (which is why we chose this option as opposed to filing a claim through *******-same cost, would've provided a new device in 2 days though). I dropped the device off on 9/12 retrieved it and paid 9/13. That evening when handing it over to my son I noticed the digitizer or home button was pushed in (i was later told this can happen from being pushed, like during the repair). I asked my son to utilize my **** until I could take his back in. Unfortunately that was not until Friday because I had no time during their open hours (my issue). On Wednesday I called and explained the situation said I'd bring it Friday & was told it may take 24 hours. I was confused as they caused the issue during repair so it SHOULD take priority above other repairs, right? I chose to bite my tounge and said "ok". On Friday at drop off (again) I asked "it will be ready by tomorrow at noon (24hours) correct? Again; told yes. Saturday mid day I called and was told it was not going to be ready until the following day (sunday). I explained my son had to leave for a trip Saturday evening. He has adhd and depends on his tablet during transition times and for support.. the manager was rude, dry, cold, & extremely non-emphatic or personable. This was disappointing, but it didn't end there. Sunday I had to call yet again because I received no updates aside from a text on Tuesday.. and was told I could come get it. When I came to pick it up at about 1-1:30 I was told it was "good". When I asked if it was checked to be sure nothing else was damaged I was told (with a whole annoyed attitude) "it should be fine" I contacted the customer service number, email, and chat and was told a case manager would contact me since last Sunday 9/18, I've emailed numerous times, chatted, and called. I was offered a $50 refund, I paid $170+ this is not okay."
  
  Your desired resolution states:
  
  "Other (requires explanation) Not Entered."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair.
  
  After receiving your matter, we investigated your concerns in an effort to remediate the matter. According to our records, you visited the Greenfield UBIF store on September 12, 2022, to have the screen repaired on your **** 10.2 (the "Device"). Unfortunately, after the screen repair, you noticed the Device's home button was no longer functioning properly. After returning your Device to the store for a warranty repair, you were informed it would take 24 hours to repair. Unfortunately, the expected repair time was delayed and, due to the delay, you declined the warranty repair. To remedy this matter, a Resolution Specialist contacted you by email and left a voice message for you to contact them to reach an amicable resolution. You returned the RS's call the following day and you were offered a $70 partial refund for the initial repair and an **** protective case as a one-time courtesy due to the anticipated warranty repair delay. You accepted the offer and were advised of the next steps and the ETA of your partial refund and **** case.
  
  We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the service we aim to provide. Since you accepted the partial refund, we will consider this matter resolved.
  
  Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my ******* ****** 8S because of a charger port issue. (I had the same issue with the same device and had it repaired at the same location previously.) The day I came in to pick up my device the associate kept trying to tell me that my device was taken in incorrectly and I had dropped off a device that apparently upon pick up belongs to someone else. It turned in to a three circus with the representative out right refusing to even try to get me any resolution. This situation puts my information on the phone in a compromised situation.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/07) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL 32835
  P: 877.320.2237
  Asurion.com
  October 7, 2022
  
  *********************************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I dropped off my ******* ****** 8S because of a charger port issue. (I had the same issue with the same device and had it repaired at the same location previously.) The day I came in to pick up my device the associate kept trying to tell me that my device was taken in incorrectly and I had dropped off a device that apparently upon pick up belongs to someone else. It turned in to a three circus with the representative out right refusing to even try to get me any resolution. This situation puts my information on the phone in a compromised situation."
  
  Your desired resolution states:
  
  "Replacement; Contact by the business; Bill credit for chargers I incurred from my phone carrier for their negligence in losing my ******* ****** 8S."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair.
  
  After receiving your matter, we investigated your concerns to remediate the matter. According to your complaint, you visited the Niagara Falls UBIF store on September 10, 2022, to have your ******* ****** S8 (the "Device") dock connector repaired. Unfortunately, during the check-in process, your Device was checked in as a ******* A10E instead of a ******* ****** S8. After completion of the repair, the store was unable to locate the Device you stated you took in for repair. To remedy this matter, a Resolution Specialist ("RS") contacted you by phone to offer you a replacement device, which you accepted. The RS then advised you of the next steps and the ETA of your replacement.
  
  We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the service we aim to provide. Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took in my HP laptop to have the antenna replaced at the Chandler Arizona location on 8/4. They broke the screen. I still haven't got my laptop back, I called and they don't know what's going on. I tried calling their customer service to file a complaint and the number doesn't work. I don't know what to do. I called the Chandler location 9/16 and the rep said they haven't received the part yet and he said there is fraud going on in asurion that's why it taking so long?! Called 9/20 and rep said the part will be there 3-4 days. They told me 3-5 business days 2 weeks ago. As you can see, they have taken my laptop hostage. I've called so many times. I'm going down there tomorrow, I want to physically see it. I'm afraid it was stolen
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/05) */
  
  
  ***************** Rd., Suite 120
  Orlando, FL XXXXX
  P: 877.320.2237
  Asurion.com
  October 5, 2022
  
  **************************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I took in my ** laptop to have the antenna replaced at the Chandler Arizona location on 8/4. They broke the screen. I still haven't got my laptop back, I called and they don't know what's going on. I tried calling their customer service to file a complaint and the number doesn't work. I don't know what to do. I called the Chandler location 9/16 and the rep said they haven't received the part yet and he said there is fraud going on in asurion that's why it taking so long?! Called 9/20 and rep said the part will be there 3-4 days. They told me 3-5 business days 2 weeks ago. As you can see, they have taken my laptop hostage. I've called so many times. I'm going down there tomorrow, I want to physically see it. I'm afraid it was stolen."
  
  Your desired resolution states:
  
  Finish the job; Contact by the business; Repair."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair.
  
  After receiving your matter, we investigated your concerns in an effort to remediate the matter. According to our records, you visited the Chandler UBIF store on August 3, 2022, to have the wifi antennae repaired on your **/PC laptop (the "Device"). Unfortunately, during the repair process, your Device's screen was accidentally broken. While the store attempted to replace the screen, unfortunately the Device was determined to be unrepairable. To resolve the issue, a Resolution Specialist ("RS") contacted you by phone and text message to offer you a replacement device. You responded back by email confirming that you would accept a replacement device (versus a Device reimbursement). The RS then advised you of the next steps and the ETA of your replacement.
  
  We sincerely apologize for any inconvenience this may have caused you. Your experience is not representative of the service we aim to provide. Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It's exactly what asurion should have done in the first place, thank you. It should not have taken almost 2 months.

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 9/18/2022, between 2 and 4pm.Money Paid: No money paid to business Business Commitment: I had dropped my phone in the toilet, and was referred to Asurion through my provider ********* to work with the Asurion repair station at ******************************************************************. I called ahead to explain the problem, and it was committed to me that they would run a diagnostic on my phone for free, then call me to let me make an educated decision on if I wanted to pay for any repairs.Nature of Dispute: I entered the building and requested diagnostics, and asked for a call when they had diagnosed it. After a very long and uncomfortably negative and unprofessional interaction with the front desk man, I was told that if I left the phone with them, and they cleaned it out, and it worked, I would be charged $70. I asked about the free diagnostics offered over the phone and was told that that was not a service they offered, and was insulted and called a grifter for not agreeing to a possible $70 charge if my phone happened to work after the diagnostic step. I told them that's not what I heard on the phone, and was once again called a grifter, the irony being that they advertised different things on the phone and in store, akin to a grift. I asked if his looking at the phone before drop off was the diagnostic, and he confirmed it was not, it was simply a "favor" he was doing me.Problem Resolution: I called in again minutes after my interaction, and was told the same thing as my previous phone interactions: that a free diagnostic would be done, and afterwards I would be contacted and have the chance to make an informed decision. When I informed them of the discrepancy, they told me that there was no discrepancy and that they offered the service I was told about over the phone. They did not attempt to resolve my issue. They are making false claims and insulting those that attempt to make good on those claims.Sale # from Email: Sale # ********

  Business Response

  Date: 10/03/2022

  
  ****************************************************************************** 32835
  P: ************
  Asurion.com
  October 3, 2022
  
  *********************
  7505 **************
  Apt 201
  *******************, ** 98040
  
  Re: ***************************** **************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "Date: 9/18/2022, between 2 and 4pm. Money Paid: No money paid to business Business Commitment: I had dropped my phone in the toilet, and was referred to Asurion through my provider ********* to work with the Asurion repair station at ******************************************************************. I called ahead to explain the problem, and it was committed to me that they would run a diagnostic on my phone for free, then call me to let me make an educated decision on if I wanted to pay for any repairs. Nature of Dispute: I entered the building and requested diagnostics, and asked for a call when they had diagnosed it. After a very long and uncomfortably negative and unprofessional interaction with the front desk man, I was told that if I left the phone with them, and they cleaned it out, and it worked, I would be charged $70. I asked about the free diagnostics offered over the phone and was told that that was not a service they offered, and was insulted and called a grifter for not agreeing to a possible $70 charge if my phone happened to work after the diagnostic step. I told them that's not what I heard on the phone, and was once again called a grifter, the irony being that they advertised different things on the phone and in store, akin to a grift. I asked if his looking at the phone before drop off was the diagnostic, and he confirmed it was not, it was simply a "favor" he was doing me. Problem Resolution: I called in again minutes after my interaction, and was told the same thing as my previous phone interactions: that a free diagnostic would be done, and afterwards I would be contacted and have the chance to make an informed decision. When I informed them of the discrepancy, they told me that there was no discrepancy and that they offered the service I was told about over the phone. They did not attempt to resolve my issue. They are making false claims and insulting those that attempt to make good on those claims. Sale # from Email: Sale # ********."
  
  Your desired resolution states:
  
  "Modification/discontinuance of an advertised claim; Contact by the business."
  
  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 in an effort to remediate the matter.
  
  According to our records, you visited the ******** store on September 18, 2022, to have a free diagnostic test performed on your ****** Pixel 3 (the "Device"). Upon arriving at the store, you informed the store that your Device was dropped in a toilet. Unfortunately, the store could not run a free diagnostic to the Device due to the liquid damage. Nevertheless, your device was inspected. During the inspection of your Device, it was notated that your Device had liquid damage, the Device's housing and screen were both worn, and the *** was semi-functioning. In addition, the Device would boot partially and then stall. During your visit to the store, you stated to the store technician that your data was your priority. Therefore, the store advised that, given the liquid damage, they could take the Device in for a multi-day diagnostic. The store could then attempt a repair, and if the repair was successful, you would be charged $70. If the repair was not successful there would be no fee due. You declined the repair offer.
  
  We sincerely apologize for any inconvenience this may have caused you. Because your device had liquid damage, we were unable to provide a free diagnostic in this case. However, an initial inspection of the Device showed a number of issues with your device, notably liquid damage. Consistent with our usual practice, the store provided you a repair quote but you declined the repair. Given the above, 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: 10/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response ***************
  
  What you are saying directly contradicts what I was told both by the man at the front desk and the technician that took my call both before and after the attempt to get my phone.
  
  The man at the front desk told me they could attempt a diagnostic, but would have to charge me if the device worked after. He directly said that he could in fact give me a free diagnostic still, but that if the phone was taken apart and put back together and it functioned, then I would be charged for a repair. This is not what you are stating. This is false advertising.
  The technician that responded to my call (which you should have records of) stated both in my initial call and my second call that they could in fact do diagnostics on liquid damaged devices. He stated that they would take the device apart to inspect the internals, even when told that the phone had already been dropped in water. I called in again after my interaction at the front desk to confirm that this was true and I had not misunderstood, so there are two phone calls that you can use as proof that this happened. That also appears to go against what you say is true, thus the false advertising claim.
  
  I understand that your company may have policy, but the store I visited is not following it, thus the complaint. If the store told me what you are expressing to me now, I would not be making this claim. My claim is due to the fact that I was several times told I could in fact have a diagnostic. When I attempted to make good on this claim, I was admonished. I later called in to make sure I had not misunderstood the claim, and was told in no uncertain terms that this "free diagnostic for water damaged phones" was legitimate, although you are now saying it's not. I understand that if protocol had been followed as you suggest it has, that there would not be an issue. This is not the case. I still expect resolution from this issue.
  
  *********************

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  *********************
  7505 *********************************************************************************** 98040
  
  Re: ***************************** **************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "Date: 9/18/2022, between 2 and 4pm. Money Paid: No money paid to business Business Commitment: I had dropped my phone in the toilet, and was referred to Asurion through my provider ********* to work with the Asurion repair station at ******************************************************************. I called ahead to explain the problem, and it was committed to me that they would run a diagnostic on my phone for free, then call me to let me make an educated decision on if I wanted to pay for any repairs. Nature of Dispute: I entered the building and requested diagnostics, and asked for a call when they had diagnosed it. After a very long and uncomfortably negative and unprofessional interaction with the front desk man, I was told that if I left the phone with them, and they cleaned it out, and it worked, I would be charged $70. I asked about the free diagnostics offered over the phone and was told that that was not a service they offered, and was insulted and called a grifter for not agreeing to a possible $70 charge if my phone happened to work after the diagnostic step. I told them that's not what I heard on the phone, and was once again called a grifter, the irony being that they advertised different things on the phone and in store, akin to a grift. I asked if his looking at the phone before drop off was the diagnostic, and he confirmed it was not, it was simply a "favor" he was doing me. Problem Resolution: I called in again minutes after my interaction, and was told the same thing as my previous phone interactions: that a free diagnostic would be done, and afterwards I would be contacted and have the chance to make an informed decision. When I informed them of the discrepancy, they told me that there was no discrepancy and that they offered the service I was told about over the phone. They did not attempt to resolve my issue. They are making false claims and insulting those that attempt to make good on those claims. Sale # from Email: Sale # ********."
  
  Your desired resolution states:
  
  "Modification/discontinuance of an advertised claim; Contact by the business."
  
  Your recent rebuttal states:
  
  "What you are saying directly contradicts what I was told both by the man at the front desk and the technician that took my call both before and after the attempt to get my phone.
  
  The man at the front desk told me they could attempt a diagnostic, but would have to charge me if the device worked after. He directly said that he could in fact give me a free diagnostic still, but that if the phone was taken apart and put back together and it functioned, then I would be charged for a repair. This is not what you are stating. This is false advertising.
  
  The technician that responded to my call (which you should have records of) stated both in my initial call and my second call that they could in fact do diagnostics on liquid damaged devices. He stated that they would take the device apart to inspect the internals, even when told that the phone had already been dropped in water. I called in again after my interaction at the front desk to confirm that this was true and I had not misunderstood, so there are two phone calls that you can use as proof that this happened. That also appears to go against what you say is true, thus the false advertising claim.
  
  I understand that your company may have policy, but the store I visited is not following it, thus the complaint. If the store told me what you are expressing to me now, I would not be making this claim. My claim is due to the fact that I was several times told I could in fact have a diagnostic. When I attempted to make good on this claim, I was admonished. I later called in to make sure I had not misunderstood the claim, and was told in no uncertain terms that this "free diagnostic for water damaged phones" was legitimate, although you are now saying it's not. I understand that if protocol had been followed as you suggest it has, that there would not be an issue. This is not the case. I still expect resolution from this issue."
  
  As stated previously, unfortunately, the store could not run a free diagnostic due to the liquid damage. However, your device was inspected, and the inspection revealed the following: liquid damage, worn housing and screen, and semi-functioning LCD. In addition, the Device would boot partially and then stall.
  
  As you expressed concern about retrieving your data, the store advised you that they could take the device in for a multi-day diagnostic. The store could then attempt a repair, and if the repair was successful you would be charged a $70 repair fee. If the repair was not successful, then no fee would be due. You declined the repair offer.
  
  We sincerely apologize for any inconvenience this may have caused you. Given the above, 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:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my phone in for repair of charger portal. This was done on 8/4/22. A ***** man assisted me and introduced himself as a Asurion tech. He charged me 53.34 for the repair which I paid for using my debitcard. He did not ask me for any contact information like my name, phone. As far as I could see he did not write up the order or enter it into the database. He told me that he would order the part and I should return in two days. I called the manager to complain about the fact that this man did not offer to call me when part arrived. Manager said , ""oh just come back in within 3 days and we should have the part here. You'll have to wait 4 hrs while we repair ur phone. I thought the whole thing seemed to be a strange way of doing business but followed thier instructions and return in 3 days. They repaired my phone charger. Charger worked really good for about 30 days and then the charger stopped working again. Took the phone back into Asurion in Davenport iowa. Manager said to drop phone off on Friday 9/16/22 for the repair of charge portal. I came back around 5pm to pick up my phone . Tech said that phone was repair and it would cost me another 53.34. I told tech that your parts have a 1 yr warranty I should not be paying for this service again. I was just here last month and paid to have a new phone charger portal put in. There should be no charge for this repair. Tech claims that he could not find my name or phone number in his database. He accused me of lying about the whole thing. He said, "" ma'am u have never been here before! How come ur information is not in our system? I can not release ur phone unless u can prove that it was repaired here before. He charged me the 53.34 again. I told the man that I would file a complaint and request a full refund. The customer should not have to pay for employee mistskes. I will bring in reciept showing proof of purchase and I want my money refunded. I am ending up paying 106.64 for this phone charger portal.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/03) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL 32835
  P: 877.320.2237
  Asurion.com
  October 3, 2022
  
  **************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "Took my phone in for repair of charger portal. This was done on 8/4/22. A ***** man assisted me and introduced himself as a Asurion tech. He charged me 53.34 for the repair which I paid for using my debitcard. He did not ask me for any contact information like my name, phone. As far as I could see he did not write up the order or enter it into the database. He told me that he would order the part and I should return in two days. I called the manager to complain about the fact that this man did not offer to call me when part arrived. Manager said , ""oh just come back in within 3 days and we should have the part here. You'll have to wait 4 hrs while we repair ur phone. I thought the whole thing seemed to be a strange way of doing business but followed thier instructions and return in 3 days. They repaired my phone charger. Charger worked really good for about 30 days and then the charger stopped working again. Took the phone back into Asurion in Davenport iowa. Manager said to drop phone off on Friday 9/16/22 for the repair of charge portal. I came back around 5pm to pick up my phone . Tech said that phone was repair and it would cost me another 53.34. I told tech that your parts have a 1 yr warranty I should not be paying for this service again. I was just here last month and paid to have a new phone charger portal put in. There should be no charge for this repair. Tech claims that he could not find my name or phone number in his database. He accused me of lying about the whole thing. He said, "" ma'am u have never been here before! How come ur information is not in our system? I can not release ur phone unless u can prove that it was repaired here before. He charged me the 53.34 again. I told the man that I would file a complaint and request a full refund. The customer should not have to pay for employee mistskes. I will bring in reciept showing proof of purchase and I want my money refunded. I am ending up paying 106.64 for this phone charger portal."
  
  Your desired resolution states:
  
  "Refund: Refund."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. 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 in an effort to remediate the matter.
  
  According to our records, you visited the Davenport store to have your charging port repaired on your ******** **** G7 (the "Device") as you were having issues charging your Device due to the loose port. Your Device was repaired and you were charged $53.34 for the repair. Unfortunately, you were not provided a receipt. Following this time, you returned to the store for a warranty repair. When you returned to the store to retrieve your Device following the warranty repair, the store again charged you $53.34 as they could not locate a record of the initial repair. We acknowledge that following a successful warranty repair, the store erroneously double-charged you, and we sincerely apologize for the inconvenience.
  
  To remediate the matter, a Resolution Specialist contacted you on September 19, 2022, and September 21, 2022, to acknowledge the double charge and to provide you with the details of the refund. You were also advised that since your Device is fully functioning, we are unable to provide a refund for the original repair. You indicated that you were satisfied with the resolution, and advised that if you did not see a credit to your account by September 30, 2022, you would contact the Resolution Specialist directly for further resolution.
  
  We sincerely apologize for any inconvenience this may have caused you. Since your desired resolution was 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/10/2022 I took my ** laptop to Asurion at 3401 W Frye Rd, Chandler, AZ 85226. I was advised that the repair would take 3-5 business days. The computer was not ready until 8/31/2022. At the location, I found that a key was missing from my keyboard. I brought this to the attention of the store personal. They advised that they would look for it or order a new one and call me to advise.
  On Friday, 9/2/2022 I took my computer back due to Asurion for an issue with the camera that was installed upside-down. Was advised that had to speak with manager to order key. This shows that the key was not ordered as previously discussed. I was advised that the store personal would contact me once it was ordered.
  Today, Wednesday 9/14/2022 I called the store to see the status of the missing key. After being placed on a brief hold, I was advised that the part was just approved today and would be 3 to 5 business days to get in and replace.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/29) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL 32835
  P: 877.320.2237
  Asurion.com
  September 29, 2022
  
  *****************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "On 8/10/2022 I took my ** laptop to Asurion at **************, Chandler, AZ 85226. I was advised that the repair would take 3-5 business days. The computer was not ready until 8/31/2022. At the location, I found that a key was missing from my keyboard. I brought this to the attention of the store personal. They advised that they would look for it or order a new one and call me to advise. On Friday, 9/2/2022 I took my computer back due to Asurion for an issue with the camera that was installed upside-down. Was advised that had to speak with manager to order key. This shows that the key was not ordered as previously discussed. I was advised that the store personal would contact me once it was ordered. Today, Wednesday 9/14/2022 I called the store to see the status of the missing key. After being placed on a brief hold, I was advised that the part was just approved today and would be 3 to 5 business days to get in and replace."
  
  Your desired resolution states:
  
  "Contact by the business; Repair; Refund."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. 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 in an effort to remediate the matter.
  
  According to our records, you visited the Chandler store on August 10, 2022, for a top cover and battery replacement on your ** Envy X360 (the "Device"). Parts were ordered and your Device was repaired and returned to you on August 31, 2022. However, after receiving your Device back from the store, you contacted the store because the Device was missing a key. You were advised that the key would be replaced on August 31, 2022. In addition, you took your Device to the store on September 2, 2022, for an additional issue with the camera. You were then advised that the parts had not arrived. As of the date of this letter, your Device had not been repaired and the issue remains unresolved.
  
  We sincerely apologize for any inconvenience or frustration caused by this matter. To remedy this matter quickly, a Resolution Specialist (RS) has requested for the parts necessary to complete the repair be expedited. In addition, the RS contacted the Superstition Springs store to request that they complete the repair which the store accepted. An RS will contact you to provide you with additional details and to continue to work toward the resolution of your matter.
  
  Since your desired resolution will be met, we will consider this matter closed. However, please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 7, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not been contacted by any representative to resolve this issue. I feel I have been more than fair and now want this to be made right. I want my computer to be made whole with the missing key. I trusted my computer into the care of the repair facility and have yet to be made right.
  I want a full refund of the repair as well for compensation for the lack of response and care as promised.
  
  
  Business Response /* (4000, 9, 2022/10/10) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL 32835
  P: 877.320.2237
  Asurion.com
  October 10, 2022
  
  *****************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "On 8/10/2022 I took my ** laptop to Asurion at *************** Chandler, AZ 85226. I was advised that the repair would take 3-5 business days. The computer was not ready until 8/31/2022. At the location, I found that a key was missing from my keyboard. I brought this to the attention of the store personal. They advised that they would look for it or order a new one and call me to advise. On Friday, 9/2/2022 I took my computer back due to Asurion for an issue with the camera that was installed upside-down. Was advised that had to speak with manager to order key. This shows that the key was not ordered as previously discussed. I was advised that the store personal would contact me once it was ordered. Today, Wednesday 9/14/2022 I called the store to see the status of the missing key. After being placed on a brief hold, I was advised that the part was just approved today and would be 3 to 5 business days to get in and replace."
  
  Your desired resolution states:
  
  "Contact by the business; Repair; Refund."
  
  Your recent rebuttal filed with the BBB on September 30, 2022, states:
  
  "I have not been contacted by any representative to resolve this issue. I feel I have been more than fair and now want this to be made right. I want my computer to be made whole with the missing key. I trusted my computer into the care of the repair facility and have yet to be made right. I want a full refund of the repair as well for compensation for the lack of response and care as promised."
  
  Thank you for your recent communication. A Resolution Specialist ("RS") spoke with you on October 3, 2022, to discuss this matter further. You indicated that your Device was currently in your possession. Next, your device will need to be sent to another store location for repair. To remedy this matter, the RS sent you an email that provided a shipping label so that you can send your Device in for repair and the matter can be resolved quickly.
  
  We sincerely apologize for any inconvenience or frustration caused by this matter. Since your desired resolution is being met, we will consider this matter closed. However, please feel free to contact me or the RS directly with any additional questions.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm attaching the E-mail i sent to the company.
  My name is ************, I've been a customer for probably the last 5 years, and this is my first major issue with the store. So early August, ill find email receipts for you and the BBB, I brought my ****** 7 in to have the charging port repaired; I had got a little bit of caulking in the charging port. They said they could replace it, it took a day I think, when i got it back i noticed that the charging port was bent but am in the process of moving have 4 kids, 3 that are in school and it wasn't a high priority. Pretty quickly i noticed that the phone was acting weird, my forward facing camera stopped working, my flash stopped, then the flashlight stopped turning on. Then it stopped charging entirely, it had an error every time that said 'accessory not supported' regardless of it being an ***** charger or not. I brought it back to the store yesterday, they replaced the battery, when the phone still wouldn't charge, I said out loud that there were no issues with the charge until i brought it in, the manager immediately started yelling from the back that my phone had water damage (that had never been addressed at any point in time, also hadn't been in water and still had the ***** seal). She came out still very defensive and almost speaking from a script. At this point i asked for her manager, she said she was the manager, so i asked for her district manager, she was not willing to give me that information. I asked her name, which she was also not willing to provide. I said that i was not impressed with her customer service and i just want my phone back so she said to come back in an hour. when i came the next morning, the tech told me they broke my screen the night before but 'not to worry because they replaced it at no charge to me', as if i should be grateful. My screen when i came into the store was white and had the ***** liquid screen protector on it, its now black with no screen protector on it.
  can Fwd email
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 10, 2022/09/29) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL XXXXX
  P: 877.320.2237
  Asurion.com
  September 29, 2022
  
  ******************************************************************************************
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I'm attaching the E-mail i sent to the company. My name is ************, I've been a customer for probably the last 5 years, and this is my first major issue with the store. So early August, ill find email receipts for you and the BBB, I brought my ****** 7 in to have the charging port repaired; I had got a little bit of caulking in the charging port. They said they could replace it, it took a day I think, when i got it back i noticed that the charging port was bent but am in the process of moving have 4 kids, 3 that are in school and it wasn't a high priority. Pretty quickly i noticed that the phone was acting weird, my forward facing camera stopped working, my flash stopped, then the flashlight stopped turning on. Then it stopped charging entirely, it had an error every time that said 'accessory not supported' regardless of it being an apple charger or not. I brought it back to the store yesterday, they replaced the battery, when the phone still wouldn't charge, I said out loud that there were no issues with the charge until i brought it in, the manager immediately started yelling from the back that my phone had water damage (that had never been addressed at any point in time, also hadn't been in water and still had the apple seal). She came out still very defensive and almost speaking from a script. At this point i asked for her manager, she said she was the manager, so i asked for her district manager, she was not willing to give me that information. I asked her name, which she was also not willing to provide. I said that i was not impressed with her customer service and i just want my phone back so she said to come back in an hour. when i came the next morning, the tech told me they broke my screen the night before but 'not to worry because they replaced it at no charge to me', as if i should be grateful. My screen when i came into the store was white and had the apple liquid screen protector on it, its now black with no screen protector on it. can Fwd email."
  
  Your desired resolution states:
  
  "Replacement; Replacement."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. 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 in an effort to remediate the matter.
  
  According to our records, you visited the Meridian store on August 15, 2022, to have the charge port repaired on your ****** 7 (the "Device"). Upon the store's inspection of the device, the store was unable to test it due to it not powering on. You were instructed to come back in seven days for the repair and were quoted a repair price of $89.99. During the store's further inspection of the Device on the same day, the technician found that there was significant liquid damage to the Device and noted the work order accordingly. The charge port was repaired, and the Device was returned to you. Subsequent to the charge port repair, you returned to the store for a warranty repair. Specifically, you reported issues with the forward-facing camera, flash, and flashlight stopped. You stated that ultimately the Device continued to stop charging. The store declined to repair the Device under the repair warranty, as there was significant corrosion, caused by liquid damage, to the Device which impeded its functionality.
  
  To remediate the matter, a Resolution Specialist (RS) contacted you by email on September 27, 2022, to offer you a refund of the repair fee paid as your device is beyond repair. However, the Device is unable to be repaired due to internal corrosion caused by liquid damage not due to the charge port repair.
  
  We sincerely apologize for any inconvenience this may have caused you. If you would like to accept our offer of a repair refund, please contact the RS directly using the email address provided. Since a refund is being offered, we will consider this matter resolved.
  
  Please feel free to contact me if you have any questions. I am available Monday through Friday between the hours of 9:30 am to 4:00 pm CST.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 12, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The matter is not resolved, there was no water damage after the first appointment, only after I wanted my phone repaired from their mistake. The customer service is abysmal. All I wanted was the charging port on my cell phone repaired, they installed one that is visibly damaged. I'm not sure why this is even this complicated.
  
  
  Business Response /* (4000, 14, 2022/10/10) */
  
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL XXXXX
  P: 877.320.2237
  October 10, 2022
  
  *****************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I'm attaching the E-mail i sent to the company. My name is ************, I've been a customer for probably the last 5 years, and this is my first major issue with the store. So early August, ill find email receipts for you and the BBB, I brought my ****** 7 in to have the charging port repaired; I had got a little bit of caulking in the charging port. They said they could replace it, it took a day I think, when i got it back i noticed that the charging port was bent but am in the process of moving have 4 kids, 3 that are in school and it wasn't a high priority. Pretty quickly i noticed that the phone was acting weird, my forward facing camera stopped working, my flash stopped, then the flashlight stopped turning on. Then it stopped charging entirely, it had an error every time that said 'accessory not supported' regardless of it being an apple charger or not. I brought it back to the store yesterday, they replaced the battery, when the phone still wouldn't charge, I said out loud that there were no issues with the charge until i brought it in, the manager immediately started yelling from the back that my phone had water damage (that had never been addressed at any point in time, also hadn't been in water and still had the apple seal). She came out still very defensive and almost speaking from a script. At this point i asked for her manager, she said she was the manager, so i asked for her district manager, she was not willing to give me that information. I asked her name, which she was also not willing to provide. I said that i was not impressed with her customer service and i just want my phone back so she said to come back in an hour. when i came the next morning, the tech told me they broke my screen the night before but 'not to worry because they replaced it at no charge to me', as if i should be grateful. My screen when i came into the store was white and had the apple liquid screen protector on it, its now black with no screen protector on it. can Fwd email."
  
  Your desired resolution states:
  
  "Replacement; Replacement."
  
  Your recent rebuttal filed with the BBB on September 29, 2022, states:
  
  "The matter is not resolved, there was no water damage after the first appointment, only after I wanted my phone repaired from their mistake. The customer service is abysmal. All I wanted was the charging port on my cell phone repaired, they installed one that is visibly damaged. I'm not sure why this is even this complicated."
  
  
  Thank you for your recent communication. A Resolution Specialist (RS) contacted you by email on September 27, 2022, to offer you a refund of the repair fee paid as your device is beyond repair. As indicated previously, the Device is unable to be repaired due to internal corrosion caused by liquid damage, not due to the charge port repair.
  
  We sincerely apologize for any inconvenience this may have caused you. Again, if you would like to accept our offer of a repair refund, please contact the RS directly using the email address provided. Since a refund is being offered, we will consider this matter resolved.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (4200, 16, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We can leave this unresolved, I'm looking into legal services , at this point I've had to pay for the repairs and a new phone. It's pretty frustrating, they don't even respond to emails .

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a working phone into this U BREAK I FIX location - the phone suffered from a broken screen.
  
  This location RUINED MY PHONE and according to ****** reviews I am not the only one this has happened to.
  
  *******, "The Manager" said the phone suffered from water damage AFTER REPLACING MY SCREEN...
  I got home and swapped my sim card into this device and there was 'no service'
  
  Trying multiple sim cards - still not working.
  
  Called their store and they claim water damage was the reason this device doesnt work.
  Said "water damage" didnt even rust the screws or show any signs on the metal plate that has to be removed in order to get to the motherboard.
  
  
  Now the company offered to refund me but they take off the screen i paid for ----- ok but what about my $300 phone?
  
  Who here is buying me another one?
  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 10, 2022/09/23) */
  
  
  ****************** Rd., Suite ***
  *******, FL 32835
  P: ************
  Asurion.com
  September 23, 2022
  
  ***********************************************************************************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau ("BBB"); we submit the below in response.
  
  Your matter filed with the BBB states the following:
  
  "I took a working phone into this U BREAK I FIX location - the phone suffered from a broken screen. This location RUINED MY PHONE and according to ****** reviews I am not the only one this has happened to. *******, "The Manager" said the phone suffered from water damage AFTER REPLACING MY SCREEN... I got home and swapped my sim card into this device and there was 'no service' Trying multiple sim cards - still not working. Called their store and they claim water damage was the reason this device doesnt work. Said "water damage" didnt even rust the screws or show any signs on the metal plate that has to be removed in order to get to the motherboard. Now the company offered to refund me but they take off the screen i paid for ----- ok but what about my $300 phone? Who here is buying me another one?"
  
  Your desired resolution states:
  
  "Replacement; Refund."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores that repair consumer electronic devices. With over 1,000 locations in the United States and Canada, we are one of the largest franchise systems in North America that specialize in consumer electronic repair. 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 in an effort to remediate the matter.
  
  According to our records, you visited the Louisville store on September 2, 2022, for a warranty screen repair on your ***** 3a XL (the "Device"). Your screen was repaired on the same day. After receiving your Device back from the store, you returned to the store because the Device did not recognize the charge/USB-C or connect to the cellular network. Upon the store's inspection of the device, the diagnostic could not be tested due to the Device not powering on. On September 7, 2022, the store opened your Device and noticed that there were two disconnected flex cables (the top proximity sensor and one of the active edge cables). They also noticed that the device showed evidence of significant liquid damage, including to the SIM tray and rear camera. Due to the liquid damage, the Device was unrepairable.
  
  To remedy this matter, as a one-time courtesy a replacement device was mailed to your address on September 15, 2022, with an estimated time of arrival (ETA) of September 19th -21st. We attempted to contact you on September 21, 2022, to confirm whether your replacement device was delivered but you were not home to confirm.
  Since your desired resolution was 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com