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

  864 N Superior Drive Crown Point, IN 46307

• 

  Asurion UBIF Franchise, LLC

  112C Saundersville Rd Hendersonville, TN 37075-8901

  
• 

  UBreakIFix by Asurion

  1645 E Camelback Rd STE 104 Phoenix, AZ 85016-3954

• 

  Asurion UBIF Franchise, LLC

  1185 W Granada Blvd Suite 8 Ormond Beach, FL 32174-8199

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:09/02/2022

  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.

  The incident happened on August 22nd 2022 at the ********************** location I brought in my ******** switch to have the free diagnostics test done two days later I called and they said that they had repaired the joy-con rail in which I had no knowledge or given authorization to do so so I immediately told them they needed to remove the parts that they put in to repair it out and to be in the condition that I brought it in. The ******** switch did not turn on though it did turn on when I had brought it in so them assuming I was able to pay for the repair also damaged my device. They are not offering to fix it to me that is unprofessional and unacceptable especially at a well known business like that. I also called the corporate office in which they have not done anything either they keep giving me the runaround.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/15) */
  
  
  ****************** Rd., *********
  ******** FL XXXXX
  P: ************
  Asurion.com
  September 15, 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:
  
  "The incident happened on August 22nd 2022 at the 2501 West Happy Valley location I brought in my ******** switch to have the free diagnostics test done two days later I called and they said that they had repaired the joy-con rail in which I had no knowledge or given authorization to do so so I immediately told them they needed to remove the parts that they put in to repair it out and to be in the condition that I brought it in. The ******** switch did not turn on though it did turn on when I had brought it in so them assuming I was able to pay for the repair also damaged my device. They are not offering to fix it to me that is unprofessional and unacceptable especially at a well known business like that. I also called the corporate office in which they have not done anything either they keep giving me the runaround."
  
  Your desired resolution states:
  
  "Replacement; 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. 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 Happy Valley store on April 22, 2022, to have a free diagnostic test performed on your ******** Switch (the "Device"). Upon the store's inspection of the device, the initial diagnostic indicated that one joy-con controller rail was missing, the other was non-functioning, and the Device likely needed a new housing shell case. The UBIF store repaired the Device, and advised you that the Device was ready to be picked up. Unfortunately, it appears that there was miscommunication or misunderstanding about whether repairs to the Device had been authorized. To remediate the matter, the UBIF store offered you a discount on the repair price. You declined the offer and asked that the UBIF store reverse the repair which was done.
  
  You have advised that the Device is no longer functioning, however, our records indicate that the device was functioning when it left the UBIF store. To remediate the matter, we ask that you return to the Happy Valley UBIF store so the store can perform diagnostic testing to see why the Device will no longer turn on.
  
  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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:09/01/2022

  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.

  We went to ubreak I fix on ******************************* Florida
  The back of my daughters ****** 12 Pro Max was broken. This was the second time in about a year. The last time we had it fixed the camera wasn't working properly, but we chalked that up to the camera as many people complained about it online. The second time on July 26. We got the back fixed. But when I returned it to my daughter she found out the flashlight wasn't working. I went back and was told they would look at it but they didn't have the flashlight so if it was broke they would have to order it. This was on Saturday july 27. We got the phone back and we're told that they fixed the flash butaccidentally damaged the front screen on the inside. The led part. So they put on a whole new front. I asked them to put the old screen protector back on as we had just gotten that the day before. They didn't even give me a new one while they were the one that made the mistake. After I gave the phone back to my daughter on Sunday. She noticed the screen was lagging. The touch wasn't as usual and letters around what she was pressing were also showing up. The strange thing was that somehow the camera was working properly again. I called ubreakifux on Wednesday morning to let them know about the problem with the screen. This morning September 1 I also called the manager ********* and told her about all of this and had my daughter drop of her phone. When she got to the store she was told it was her fault the screen wasn't working as there was a Knick on it. We had the screen protector put on in the store when I picked it up that Sunday. The screen wax working but slowly got worse and on Wednesday was fully unresponsive. They wanted her to pay 100 dollars. We decided to take the phone. They refunded 330 dollars. The problem is the phone is worthless so we can't even trade it in. I want a refund for the full amount I paid for that phone as I now have to go buy her a new phone. They broke it completely.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/15) */
  September 15, 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:
  
  "We went to ubreak I fix on ******************************* Florida The back of my daughters******* 12 Pro Max was broken. This was the second time in about a year. The last time we had it fixed the camera wasn't working properly, but we chalked that up to the camera as many people complained about it online. The second time on July 26. We got the back fixed. But when I returned it to my daughter she found out the flashlight wasn't working. I went back and was told they would look at it but they didn't have the flashlight so if it was broke they would have to order it. This was on Saturday july 27. We got the phone back and we're told that they fixed the flash butaccidentally damaged the front screen on the inside. The led part. So they put on a whole new front. I asked them to put the old screen protector back on as we had just gotten that the day before. They didn't even give me a new one while they were the one that made the mistake. After I gave the phone back to my daughter on Sunday. She noticed the screen was lagging. The touch wasn't as usual and letters around what she was pressing were also showing up. The strange thing was that somehow the camera was working properly again. I called ubreakifux on Wednesday morning to let them know about the problem with the screen. This morning September 1 I also called the manager ********* and told her about all of this and had my daughter drop of her phone. When she got to the store she was told it was her fault the screen wasn't working as there was a Knick on it. We had the screen protector put on in the store when I picked it up that Sunday. The screen wax working but slowly got worse and on Wednesday was fully unresponsive. They wanted her to pay 100 dollars. We decided to take the phone. They refunded 330 dollars. The problem is the phone is worthless so we can't even trade it in. I want a refund for the full amount I paid for that phone as I now have to go buy her a new phone. They broke it completely.."
  
  Your desired resolution states:
  
  "Billing adjustment; Contact by the business."
  
  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 Gainsville UBIF store on June 24, 2022, to have a backglass replacement done on an******* 12 Pro Max (the "Device"). The backglass was replaced, exit diagnostics were performed, and the device was returned to you fully functioning the following day. On August 25, 2022, you returned to the store and stated that the camera was blurry and that you believed this was the result of the repair done in June. The backglass was replaced again, but the store technician advised that the camera would need to be replaced and quoted a cost of $199.99. On August 27, 2022, you returned to the store and advised that the flash/flashlight was no longer working. The store determined that the front screen had been damaged during the previous repair and replaced the front screen and flash/flashlight under the repair warranty. The Device was then returned to you, fully functioning. On September 1, 2022, you again returned to the store and stated that the screen was not working properly after replacement. The store advised that they believed the screen was damaged after the replacement and quoted a price of $100 to replace the screen. You expressed concerns about the repairs done by the store, and asked to be fully refunded so that you could get repairs done elsewhere. You were then fully refunded in the amount of $336.46.
  
  We sincerely apologize for any inconvenience this may have caused you. However, we are unwilling to provide you a reimbursement for the purchase price paid for the Device given the Damage observed by the store and our resolutions team. At this time, you have been fully refunded for all amounts paid.
  
  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, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not true. We went back to the store because the flash light was not working. We only mentioned that after a previous back glass repair the camera wasn't working properly. We never went back for that
  
  When we went to pick up the phone I had to wait because they had damaged the front screen and put in another screen. The phone still had its original Apple screen. Now it has a third part screen.
  Within two days we started to see red and green lines and the screen stopped functioning.
  Before I left the store I had them put back the old screen protector. As the pictures showed the screen protector was not broke. I still have the screen that they put on there and it is not broke. The so called damage is the lcd screen bleeding through.
  I have taken the phone to another store and paid the 259 to replace it. The screen is still not working as the motherboard was also damaged during the repair it seems.
  I have the screen they put on so I would be happy to send it so you can you there is no damage on the glass. The lcd underneath it is damaged. I don't know how they damaged the lcd screen. The phone came in in perfect working condition. Now I have a phone that is not worth anything. They dropped the phone or whatever they did putting it back together and breaking the front. This has resulted in the lcd not working because the motherboard was damaged during that flashlight repair. Even if they had put on a new lcd it wouldn't have worked because the motherboard is malfunctioning. I also have send a picture from the other repair shop that says there wasn't damage to the glass.
  
  Their story is a bit different then what really happened. It doesn't really explain how they damaged the front screen by just simply repairing the flash and putting the phone back together.
  
  On a side note and kind of strange after the flashlight repair the camera started working properly again as well.
  
  So now I have a phone that has a broken mother board. A third party screen. So not worth anything as a mother board cannot be fixed.
  
  I expect reimbursement for that phone. If not I will have to take it further as it is a 1200 dollar phone that is now non functioning.
  
  I do know that they were rushing thing as they were still working after closing. I noticed at the other phone repair place it takes 45 minutes to take of the front and put in a new one. I waited for at least an hour and a half for them to put on a new front.
  
  They broke it completely. And I want to be reimbursed for the 1200 dollar phone that is now worth zero
  
  I have attached a picture of the front of the screen and a picture of the other phone repair place where they noted that the front of the screen was not damaged.
  
  My daughter was the one that took it back after the screen was not working. She is 18 years old and when they told her she broke it and would fix it for 100 dollars. She didn't trust them anymore. Especially since we had to go back already once because the flashlight wasn't working. They didn't even do any quality control to see if everything was working after they fixed the back.
  
  I hope to hear back soon. If not I will have to take this further.
  I sincerely hope this won't be necessary.
  ***************
  
  
  Business Response /* (4000, 10, 2022/09/26) */
  
  2121 S. Hiawassee Rd., Suite 120
  Orlando, FL 32835
  P: 877.320.2237
  Asurion.com
  September 26, 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:
  
  "We went to ubreak I fix on ******************************* Florida The back of my daughters******* 12 Pro Max was broken. This was the second time in about a year. The last time we had it fixed the camera wasn't working properly, but we chalked that up to the camera as many people complained about it online. The second time on July 26. We got the back fixed. But when I returned it to my daughter she found out the flashlight wasn't working. I went back and was told they would look at it but they didn't have the flashlight so if it was broke they would have to order it. This was on Saturday july 27. We got the phone back and we're told that they fixed the flash butaccidentally damaged the front screen on the inside. The led part. So they put on a whole new front. I asked them to put the old screen protector back on as we had just gotten that the day before. They didn't even give me a new one while they were the one that made the mistake. After I gave the phone back to my daughter on Sunday. She noticed the screen was lagging. The touch wasn't as usual and letters around what she was pressing were also showing up. The strange thing was that somehow the camera was working properly again. I called ubreakifux on Wednesday morning to let them know about the problem with the screen. This morning September 1 I also called the manager ********* and told her about all of this and had my daughter drop of her phone. When she got to the store she was told it was her fault the screen wasn't working as there was a Knick on it. We had the screen protector put on in the store when I picked it up that Sunday. The screen wax working but slowly got worse and on Wednesday was fully unresponsive. They wanted her to pay 100 dollars. We decided to take the phone. They refunded 330 dollars. The problem is the phone is worthless so we can't even trade it in. I want a refund for the full amount I paid for that phone as I now have to go buy her a new phone. They broke it completely.."
  
  Your desired resolution states:
  
  "Billing adjustment; Contact by the business."
  
  
  Your recent rebuttal filed with the BBB on September 20, 2022, states:
  
  "I thought I would give a chronological order
  
  We went to ubreakifix on a Thursday. Perfect phone just a broken back
  
  I picked the phone up Friday afternoon when it was done.
  Took it home gave it to my daughter. First thing she noticed the flash was not working.
  
  We took it back Saturday. They said they would look at it see if they could fix that.
  
  Next day. Sunday at 4 we could finally come to pick up the phone. I didn't get a call but I was told the day before the phone would be done by then. I get there at 4 and I am told that they had a problem and the front screen broke do they had to put in a new front. Around 6:30 I finally had the phone. This was Sunday night
  
  Monday my daughter tells me the screen is not very responsive. She had school and work so I said wait till tomorrow see what going on.
  
  Tuesday she tells me see sees red and green lines. The top half of the screen is not reacting. And Tuesday evening the screen is nog working. Just black
  
  I called ubreakifix on Wednesday to let them know. They told us to bring it I. With school and work we were able to bring it in on Thursday.
  
  My daughter gets there Thursday and she gets told it is her fault the screen broke and they could fix it for 100.
  
  My daughter didn't trust them anymore.
  I don't trust them since they nog only gave back the amount for this repair. But also the amount for the previous back repair.
  I guess they were hoping that would be it.
  
  After filing my complaint and being told that a picture shows the broken screen. Which is light bleeding through as the phone was still on. I have taken it to another repair shop and they have tried several new fronts and none of them work. They explained to me the motherboard is broken. This cannot be repaired.
  
  I do want to mention the other repair shop takes less than 45 minutes to put on a new front screen. I had to wait at ubreakifix for one and a half hour. And when I arrived at 4 they were already working on it. The front was already broke. So 2 hours to put on a new front. What else was wrong?
  
  They were very eager to give the money back. Including a previous repair. I guess they hoped that my 18 year old who is a bit shy would take that and not take it any further.
  
  Sorry but telling my daughter that she broke it. While it already had problems the next day. And intimidating her is not going to work.
  
  You broke it. You can't fix it.
  I should get compensation to buy a new phone. It was a 12 pro Max. 1300 dollars."
  
  Thank you for your recent communication. As stated in our previous response to you we are unwilling to provide you a reimbursement for the purchase price paid for the device given the damage observed and reported by the store. At this time, you have been fully refunded for all amounts paid. Since we are unable to provide you with 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 14, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can tell you the store is lying. There is no damage to the screen. I have the screen and could send it to you if the pictures are not enough. I also have the receipt of the new store I went to saying that the front is not damaged.
  
  I would really like to know how the store damaged the original front in the first place. As the front screen breaks with a hard drop. This also damages the mother board.
  
  So no I don't accept the lies of the store.
  
  
  Business Response /* (4000, 16, 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:
  
  "We went to ubreak I fix on *************************************** The back of my daughters******* 12 Pro Max was broken. This was the second time in about a year. The last time we had it fixed the camera wasn't working properly, but we chalked that up to the camera as many people complained about it online. The second time on July 26. We got the back fixed. But when I returned it to my daughter she found out the flashlight wasn't working. I went back and was told they would look at it but they didn't have the flashlight so if it was broke they would have to order it. This was on Saturday july 27. We got the phone back and we're told that they fixed the flash butaccidentally damaged the front screen on the inside. The led part. So they put on a whole new front. I asked them to put the old screen protector back on as we had just gotten that the day before. They didn't even give me a new one while they were the one that made the mistake. After I gave the phone back to my daughter on Sunday. She noticed the screen was lagging. The touch wasn't as usual and letters around what she was pressing were also showing up. The strange thing was that somehow the camera was working properly again. I called ubreakifux on Wednesday morning to let them know about the problem with the screen. This morning September 1 I also called the manager ********* and told her about all of this and had my daughter drop of her phone. When she got to the store she was told it was her fault the screen wasn't working as there was a Knick on it. We had the screen protector put on in the store when I picked it up that Sunday. The screen wax working but slowly got worse and on Wednesday was fully unresponsive. They wanted her to pay 100 dollars. We decided to take the phone. They refunded 330 dollars. The problem is the phone is worthless so we can't even trade it in. I want a refund for the full amount I paid for that phone as I now have to go buy her a new phone. They broke it completely.."
  
  Your desired resolution states:
  
  "Billing adjustment; Contact by the business."
  
  
  Your most recent rebuttal filed with the BBB on September 27, 2022, states:
  
  "I can tell you the store is lying. There is no damage to the screen. I have the screen and could send it to you if the pictures are not enough. I also have the receipt of the new store I went to saying that the front is not damaged.
  
  I would really like to know how the store damaged the original front in the first place. As the front screen breaks with a hard drop. This also damages the mother board.
  
  So no I don't accept the lies of the store."
  
  
  Thank you for your recent communication. As previously stated in our most recent response to you we are unwilling to provide you a reimbursement for the purchase price paid for the device given the damage observed and reported by the store. At this time, you have been fully refunded for all amounts paid. Since we are unable to provide you with 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/26/2022

  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 my ***** in on May 12 of this year. I was called within one week with a diagnostic report of the **** needing a battery for $79.99. I approved the cost and the long wait time for the battery. I was told 5-6 weeks. I waited 6 weeks and I did not hear anything from this company. I waited 7 weeks and still nothing. I called and found their phones to be not working. I called again the next day and still I could not reach them. I had no ***** and no communication from the people I dropped it off with. I was able to message someone from the company through ****** maps who told me my ***** was not yet worked on yet.
  Which I was relieved to know it was still there. I felt silly for thinking a company would actually steal my *****.
  It turns out that they did steal it.
  On July 30th I received another phone voicemail from someone telling me that my **** needed a battery. I told that store associate the same thing I had said in May, that I approve the battery. She told me that she would call me back and she never did.
  I decided to take my next day off to go into the store again and take my **** home and get my own battery.
  Turn out they don't have it.
  I have been waiting months for a mystery battery. My device is already gone. I took it to this company and they stole it.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 10, 2022/09/01) */
  September 1, 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 my ***** in on May 12 of this year. I was called within one week with a diagnostic report of the **** needing a battery for $79.99. I approved the cost and the long wait time for the battery. I was told 5-6 weeks. I waited 6 weeks and I did not hear anything from this company. I waited 7 weeks and still nothing. I called and found their phones to be not working. I called again the next day and still I could not reach them. I had no ***** and no communication from the people I dropped it off with. I was able to message someone from the company through Google maps who told me my ***** was not yet worked on yet. Which I was relieved to know it was still there. I felt silly for thinking a company would actually steal my *****. It turns out that they did steal it. On July 30th I received another phone voicemail from someone telling me that my **** needed a battery. I told that store associate the same thing I had said in May, that I approve the battery. She told me that she would call me back and she never did. I decided to take my next day off to go into the store again and take my **** home and get my own battery. Turn out they don't have it. I have been waiting months for a mystery battery. My device is already gone. I took it to this company and they stole it."
  
  Your desired resolution states:
  
  "Finish the job; Replace with new ipad "
  
  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 May 12, 2022, to have your **** Pro (the "Device") repaired. Unfortunately, during the repair process, your Device was misplaced and presumed lost. To correct the error, a Resolution Specialist ("RS") contacted you by phone and email to offer you a replacement device. You responded back by email confirming that you would accept the Device that would be available for replacement (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, 12, 2022/09/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a replacement device and am thankful the company tried to fix their mistake. I still wish someone could tell me what happened to the ***** I took to their store 4 months ago, and am really surprised this could even happen. I am able to work more easily this week having the replacement device they gave me. I just wonder if someone out there has mine now refurbished.
  Thank you for not leaving me hanging.

• Initial Complaint

  Date:08/25/2022

  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.

  ubreakifix on Arsenal Rd in York PA, broke my 14 years old cell phone. It has been over a week and after several calls they still have yet to contact us back or resolve our issue. The phone originally went in for them to fix the back of the phone on 8/16, when we were called to pick up, they told us they broke the phone completely and now nothing works, screen etc. They gave us a number to call Assurant Solutions and that they would for sure overnight the phone, it has now been 8 days and no replacement phone, and we get the same information every time. A supervisor is never available, and the supervisor is the person that is to order the phone, how can they order a phone if every time we call, they are not available, or we are told "we are waiting to hear back from them" I get the same information every phone call with no call back. I spoke to an escalation supervisor at Assurant Solutions named ***** on 8/22 he promised me he was going to order the phone that same day seeing as how the store located in York was not helping with their lack of a manager, and we should have it in 2-3 days. It is now 8/24 (2 days later) and when I called for tracking info.. guess what'? nothing, no one is available to speak to me and they will have someone call me back. I have now been on hold for 30 min while Assurant Solutions tracks down ***** to see what the status of my phone is. ******* at Assurant Solutions got back on the line now to tell me that the phone was not yet ordered, but that a supervisor would call me back, which they won't. This has been a complete nightmare this company and Assurant solutions should be ashamed of how poorly they handle situations they started. I want the money for the phone they damaged an******* XS and I will buy it else were. Phone was brought into the York ubreakifix by fiancé ************
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 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:
  
  "ubreakifix on Arsenal Rd in York PA, broke my 14 years old cell phone. It has been over a week and after several calls they still have yet to contact us back or resolve our issue. The phone originally went in for them to fix the back of the phone on 8/16, when we were called to pick up, they told us they broke the phone completely and now nothing works, screen etc. They gave us a number to call Assurant Solutions and that they would for sure overnight the phone, it has now been 8 days and no replacement phone, and we get the same information every time. A supervisor is never available, and the supervisor is the person that is to order the phone, how can they order a phone if every time we call, they are not available, or we are told "we are waiting to hear back from them" I get the same information every phone call with no call back. I spoke to an escalation supervisor at Assurant Solutions named****** on 8/22 he promised me he was going to order the phone that same day seeing as how the store located in York was not helping with their lack of a manager, and we should have it in 2-3 days. It is now 8/24 (2 days later) and when I called for tracking info.. guess what'? nothing, no one is available to speak to me and they will have someone call me back. I have now been on hold for 30 min while Assurant Solutions tracks down****** to see what the status of my phone is. ******* at Assurant Solutions got back on the line now to tell me that the phone was not yet ordered, but that a supervisor would call me back, which they won't. This has been a complete nightmare this company and Assurant solutions should be ashamed of how poorly they handle situations they started. I want the money for the phone they damaged an iPhone XS and I will buy it else were. Phone was brought into the York ubreakifix by fiancé ************."
  
  Your desired resolution states:
  
  "Other"
  
  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 an Asurion protection plan, the name of the protection plan and the claim number associated with your claim.
  If your matter does not relate to a claim filed under an Asurion protection plan, the work order number associated with your repair.
  
  We do apologize for the customer experience you encountered with Ubreakifix. 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/22/2022

  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 had phone work done on 3/11/22. They double charged my credit card for the amount of $222.53. I have tried numerous time to get them to refund my money that they over charged. I have sent in all item I needed to send and they said I would be recieving a check because the transaction was to far back. That was 2 months ago and still haven't recieved a check in the mail. below is copy of email
  Email:
  Have not received a refund check. Can someone please tell me whats going on.
  
  
  I sent the Message last week. I have heard nothing and still haven't received the refund check. I would like to hear something back on what's going on!
  Thanks
  ***********
  
  
  
  
  You sent me this email and I sent you my information. I have not received a check. This is been going on way to long. Please fix this
  
  ***********
  
  
  ***************************************************
  From: **************** <****************@asurion.com>
  Sent: Monday, June 20, XXXX X:XX AM
  To: ******, **** <*******@vtaig.com>
  Subject: (EXTERNAL) UBIF Store Resolution: REFUND CHECK
  
  Hello ****,
  
  My name is ****** I have been the escalation manager assisting you. I understand you have yet to receive your refund for double charge. I would like to procced with refund check for you due to the delay. Please reply to this email with your Legal first and last name as well as home address. I should be able to forward that information over to our billing department. Refund check usually takes 5-7 days to arrive. I look Forward to hearing from you.
  
  Kind Regards,
  
  
  *************
  Escalations Department
  ******************************************************

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Asurion.com
  September 1, 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 had phone work done on 3/11/22. They double charged my credit card for the amount of $222.53. I have tried numerous time to get them to refund my money that they over charged. I have sent in all item I needed to send and they said I would be recieving a check because the transaction was to far back. That was 2 months ago and still haven't recieved a check in the mail. below is copy of email Email: Have not received a refund check. Can someone please tell me whats going on. I sent the Message last week. I have heard nothing and still haven't received the refund check. I would like to hear something back on what's going on! Thanks **** ****** You sent me this email and I sent you my information. I have not received a check. This is been going on way to long. Please fix this **** ****** **** L ****** XXXXX N 128th dr El Mirage Az XXXXX From: **************** Sent: Monday, June 20, XXXX X:XX AM To: ******, **** Subject: (EXTERNAL) UBIF Store Resolution: REFUND CHECK Hello ****, My name is ****** I have been the escalation manager assisting you. I understand you have yet to receive your refund for double charge. I would like to procced with refund check for you due to the delay. Please reply to this email with your Legal first and last name as well as home address. I should be able to forward that information over to our billing department. Refund check usually takes 5-7 days to arrive. I look Forward to hearing from you. Kind Regards, ****** Rivera Escalations Department *************@Ubreakifix.com *************@asurion.com."
  
  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.
  
  After receiving your matter, we investigated your concerns. According to our records, *************** visited the Happy Valley UBIF store on your behalf for a screen repair for your ******* ****** S21 Ultra (the "Device") on March 11, 2022. The repair was completed that same day, and a repair fee of $222.53 was charged. You stated that you were double charged for the repair of $222.53 and provided evidence of the double charge. Multiple attempts to reach *************** went unanswered, and unfortunately, the matter went unresolved.
  
  To remedy this matter, a Resolution Specialist ("RS") contacted you to confirm certain details so that a check refund could be issued. Having confirmed those details, your check was processed on August 31, 2022. You should receive your refund check within 5-10 business days. We sincerely apologize for any inconvenience or frustration this matter has caused. 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/11/2022

  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.

  Absolutely awful. Worst tech repair company I've ever had to deal with. The worst costumer service and they will do nothing but lie to you. Over and over and over. ***** is zero help borderline useless awful managerial skills. ***** isn't much better and the worst part is they don't care either. They take pride in running people around. They have had my sons **** for 2 months now which is currently in pieces and will not work again all for a simple battery replacement. They claim they BROKE more parts while they were replacing battery and apparently being a licensed ***** repair shop they cannon get the part they need to fix what THEY broke. So they left the option of them fixing as much as they could but things wouldn't work right. After trying and trying to get assistance to get the same **** in same or better condition we were informed by an in store employee to not waste our time with ***** and talk to a gentleman referred to earlier, *****. Who seemed like he was going to help but was just as bad as *****. So then we were told go to corporate so we did. They then decided they would order us an **** in same or better condition. They then claimed they ordered us one that was one grade higher then ours was. (No one knows who graded our **** which was NEVER outside of a case or without a screen protector) the **** then comes in and is scratched horribly on the back and screen and a dent in the back. They have still yet to do anything to resolve THEIR mistake and do not seem to care to. Do not waste your time or money with these jokes.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/29) */
  August 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:
  
  "Absolutely awful. Worst tech repair company I've ever had to deal with. The worst costumer service and they will do nothing but lie to you. Over and over and over. ***** is zero help borderline useless awful managerial skills. ***** isn't much better and the worst part is they don't care either. They take pride in running people around. They have had my sons***** for 2 months now which is currently in pieces and will not work again all for a simple battery replacement. They claim they BROKE more parts while they were replacing battery and apparently being a licensed Apple repair shop they cannon get the part they need to fix what THEY broke. So they left the option of them fixing as much as they could but things wouldn't work right. After trying and trying to get assistance to get the same***** in same or better condition we were informed by an in store employee to not waste our time with ***** and talk to a gentleman referred to earlier, *****. Who seemed like he was going to help but was just as bad as *****. So then we were told go to corporate so we did. They then decided they would order us an***** in same or better condition. They then claimed they ordered us one that was one grade higher then ours was. (No one knows who graded our***** which was NEVER outside of a case or without a screen protector) the***** then comes in and is scratched horribly on the back and screen and a dent in the back. They have still yet to do anything to resolve THEIR mistake and do not seem to care to. Do not waste your time or money with these jokes."
  
  Your desired resolution states:
  
  ***** of same or better quality
  
  
  Response:
  
  We sincerely regret any inconvenience or frustration this may have caused. Upon receiving your case, we attempted to research your concerns with the information you provided. Unfortunately, we were unable to locate any 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, the name of the protection plan 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 Ubreakifix. 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Names on account are either
  
  ***************
  ************
  
  Or
  
  *************
  **********
  
  You absolutely have record of this repair we have been dealing with your store sense June and I know everyone there by name I've had to deal with them so much.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  September 1, 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:
  
  "Absolutely awful. Worst tech repair company I've ever had to deal with. The worst costumer service and they will do nothing but lie to you. Over and over and over. ***** is zero help borderline useless awful managerial skills. ***** isn't much better and the worst part is they don't care either. They take pride in running people around. They have had my sons***** for 2 months now which is currently in pieces and will not work again all for a simple battery replacement. They claim they BROKE more parts while they were replacing battery and apparently being a licensed Apple repair shop they cannon get the part they need to fix what THEY broke. So they left the option of them fixing as much as they could but things wouldn't work right. After trying and trying to get assistance to get the same***** in same or better condition we were informed by an in store employee to not waste our time with ***** and talk to a gentleman referred to earlier, *****. Who seemed like he was going to help but was just as bad as *****. So then we were told go to corporate so we did. They then decided they would order us an***** in same or better condition. They then claimed they ordered us one that was one grade higher then ours was. (No one knows who graded our***** which was NEVER outside of a case or without a screen protector) the***** then comes in and is scratched horribly on the back and screen and a dent in the back. They have still yet to do anything to resolve THEIR mistake and do not seem to care to. Do not waste your time or money with these jokes."
  
  Your desired resolution states:
  
  ***** of same or better quality
  
  Your recent rebuttal filed with the BBB on August 30, 2022, states:
  
  "****************************
  
  Or
  
  ************************
  
  You absolutely have record of this repair we have been dealing with your store sense June and I know everyone there by name I've had to deal with them so much."
  
  Thank you for your recent communication. Unfortunately, we are still unable to locate any information concerning a recent***** battery repair/replacement utilizing the names and telephone numbers you provided. To assist you further, kindly respond with the following information:
  
  If your matter relates to an insurance claim filed under a protection plan, kindly provide the name of the protection plan and the claim number associated with your claim.
  If your matter does not relate to an insurance claim filed under a protection plan, kindly provide the UBIF work order number associated with your repair.
  
  We apologize for your frustration, however, the only record we were able to locate was for an ****** 12 Pro Max repair that was completed in January of 2022. This repair was completed as part of an insurance claim under the name ***************. 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email:**************@asurion.com

• Initial Complaint

  Date:08/04/2022

  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 had a phone screen that was replaced on my ****** ***** 4 phone 4 months ago by Asurion phone and tech repair. They offered a 1 year warranty. About 4 months later the new screen began to malfunction. I took the phone back because it was under warranty. They explained that the warranty was voided because the screen had a few scratches. I explained that there was no trauma to the phone that the screen spontaneously began to malfunction. The scratches that they are referring to appeared to be normal wear and tear from putting your phone in your pockets. I spoke to the manager *****. He gave a non working phone to speak to ****** about it. I explained to him that it felt as a dishonest tactic to not uphold the warranty.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 11, 2022/08/18) */
  August 18, 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 had a phone screen that was replaced on my ****** ***** 4 phone 4 months ago by Asurion phone and tech repair. They offered a 1 year warranty. About 4 months later the new screen began to malfunction. I took the phone back because it was under warranty. They explained that the warranty was voided because the screen had a few scratches. I explained that there was no trauma to the phone that the screen spontaneously began to malfunction. The scratches that they are referring to appeared to be normal wear and tear from putting your phone in your pockets. I spoke to the manager Kevin. He gave a non working phone to speak to ****** about it. I explained to him that it felt as a dishonest tactic to not uphold the warranty."
  
  Your desired resolution states:
  
  "Finish the job; Refund; 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 which 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. According to our records, on April 19, 2022 you visited the Lake Forest UBIF store for a cracked screen repair for your ****** ***** 4A 5G (the "Device"). On April 20, 2022, your Device was repaired, exit diagnostics were performed, and the Device was returned to you fully functioning.
  
  Following the repair, you state in your matter that the screen began to malfunction. However, when you took the Device back to the UBIF store for a warranty repair, they declined to repair the device due to physical damage to the screen. To remedy this matter, we request you take your Device to one of our UBIF locations so that we can determine whether it is physically damaged to the extent that the warranty has been voided. We sincerely apologize for any inconvenience or frustration this matter has caused.
  
  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:08/04/2022

  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 my **** off for service on July 8th 2022, the upas had already had diagnostics conducted and it was determined that the charging port needed to be replaced. I was told that a new charging port needed to be ordered and the part would arrive that upcoming Monday the 11th. After the repair was conducted my **** was supposed to be tested and then ready for pickup on Tuesday.
  I left my **** at the store for repair after not receiving a call that my **** was ready on Tuesday, I called the location on Wednesday morning. I was told that the part arrived late and that the **** repair was complete, speaking with the associate I asked him twice if the **** was tested to insure it functioned properly. He assured me that the device was tested and that it was in fact working. Approximately one hour later I arrived at the location to retrieve my tablet. When they produced the tablet it did not power on, when I questioned the associate he informed me that it "must have just died" I asked again if he had tested the device and he assured me he had. I was charged 210.00 for the repair. When I requested a receipt I was told "we are out of paper". I insisted on some form of documentation, I was asked to provide my email for an electronic receipt. I provided my email to the associate and was then told that the online system was not working but they would send it to me shortly.
  When I arrived home I attempted to charge the **** and it was not functioning at all, it was obvious no such test had been conducted. I immediately called the store and informed the, about the issue, I was told to bring the **** back, I did. they said that further testing was required and apologized for "lying". They proceeded to keep the **** in there store with no update until Friday the 15th so manager "*****" could look at it. ***** finally called on Friday and informed me that he would attempt repair. After not being able to repair I was told a replacement would be ordered. It has been 1 month
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 10, 2022/08/18) */
  August 18, 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 my **** off for service on July 8th 2022, the upas had already had diagnostics conducted and it was determined that the charging port needed to be replaced. I was told that a new charging port needed to be ordered and the part would arrive that upcoming Monday the 11th. After the repair was conducted my **** was supposed to be tested and then ready for pickup on Tuesday. I left my **** at the store for repair after not receiving a call that my **** was ready on Tuesday, I called the location on Wednesday morning. I was told that the part arrived late and that the **** repair was complete, speaking with the associate I asked him twice if the **** was tested to insure it functioned properly. He assured me that the device was tested and that it was in fact working. Approximately one hour later I arrived at the location to retrieve my tablet. When they produced the tablet it did not power on, when I questioned the associate he informed me that it "must have just died" I asked again if he had tested the device and he assured me he had. I was charged 210.00 for the repair. When I requested a receipt I was told "we are out of paper". I insisted on some form of documentation, I was asked to provide my email for an electronic receipt. I provided my email to the associate and was then told that the online system was not working but they would send it to me shortly. When I arrived home I attempted to charge the **** and it was not functioning at all, it was obvious no such test had been conducted. I immediately called the store and informed the, about the issue, I was told to bring the **** back, I did. they said that further testing was required and apologized for "lying". They proceeded to keep the **** in there store with no update until Friday the 15th so manager "Scott" could look at it. Scott finally called on Friday and informed me that he would attempt repair. After not being able to repair I was told a replacement would be ordered. It has been 1 month."
  
  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 which 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. According to our records, you visited the Smithtown UBIF store on July 8, 2022, for a charge port replacement for your **** Pro 11 2nd Gen (the "Device"). After the repair, the Device passed exit diagnostics and you were advised the Device was ready for pick-up. At the store, however, the Device would not power on. You were advised that this was likely due to battery drain and were instructed to charge the device and contact the store if warranty assistance was needed. Unfortunately, after attempting to charge the Device, it showed no sign of recharging. You returned to the store for warranty assistance, but unfortunately, the matter remained unresolved.
  
  On August 2, 2022, the store requested a replacement device and the request was approved the following day. On August 8, 2022, your replacement device arrived at the store and you retrieved it shortly afterward.
  
  We sincerely apologize for any inconvenience or frustration this matter has caused. Be assured that your experience is not representative of the quality and/or reliability of the service we strive to provide. 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com

• Initial Complaint

  Date:08/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27, 2022 the ******* website (https://www.*******.com/us/support/repair/pricing/) stated that uBreakiFix had a contract to repair the screen for a ******* S20 FE 5G mobile phone for $149. I made an appointment for 10 AM at the store at 4450 Eastgate S Dr Suite 230, Cincinnati, OH. At the appointment I was informed that the screen would need to be ordered. I checked with the store on July 30th and made arrangements to bring the phone on Aug 2nd for repair. The price I was quoted was $164.99 but since the website indicated a different price, I assumed an adjustment would be made. When I picked the phone up after repairs, I was charged the $164.99 plus tax. Since the repair had already been done, I had been without my phone for almost 7 hours, and I was informed that the website may have changed, I paid the extra amount. However, after checking the ******* website the next day Aug 3rd, I see that the contractual price remains $149. I am requesting that the price difference and associated sales tax be refunded to me.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/17) */
  August 17, 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 July 27, 2022 the ******* website (https://www.*******.com/us/support/repair/pricing/) stated that uBreakiFix had a contract to repair the screen for a ******* S20 FE 5G mobile phone for $149. I made an appointment for 10 AM at the store at 4450 Eastgate S Dr Suite 230, Cincinnati, OH. At the appointment I was informed that the screen would need to be ordered. I checked with the store on July 30th and made arrangements to bring the phone on Aug 2nd for repair. The price I was quoted was $164.99 but since the website indicated a different price, I assumed an adjustment would be made. When I picked the phone up after repairs, I was charged the $164.99 plus tax. Since the repair had already been done, I had been without my phone for almost 7 hours, and I was informed that the website may have changed, I paid the extra amount. However, after checking the ******* website the next day Aug 3rd, I see that the contractual price remains $149. I am requesting that the price difference and associated sales tax be refunded to me."
  
  Your desired resolution states:
  
  "Billing adjustment: Billing adjustment."
  
  By way of background, UBIF Franchising Co. ("UBIF Franchising") is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix ("UBIF") branded stores which 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. According to our records, you visited the Eastgate UBIF store for a screen repair for your ******* ****** 502 FE (the "Device"). You stated that you checked the ******* website for the price to repair a screen and were quoted $149. Once you visited the Eastgate location you were quoted $164.99, plus tax.
  
  To remedy this matter, we provided you with a partial refund of $27.54 as a one-time customer courtesy for the misunderstanding. We sincerely apologize for any inconvenience or frustration this matter has caused. 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,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (2000, 7, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The offered refund of the price differential is acceptable.

• Initial Complaint

  Date:08/01/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my laptop to the U Break I Fix location in Northborough MA in February to replace a broken charger port. I was told at the time the repair would take under a week and cost $100 or less. It is now August, I still haven't received the laptop back, and multiple phone calls to the manager at the store all have ended with "The part is on order. It should be in soon. I will call you with an update."
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/17) */
  August 17, 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 brought my laptop to the U Break I Fix location in Northborough MA in February to replace a broken charger port. I was told at the time the repair would take under a week and cost $100 or less. It is now August, I still haven't received the laptop back, and multiple phone calls to the manager at the store all have ended with "The part is on order. It should be in soon. I will call you with an update."
  
  Your desired resolution states:
  
  "Finish the job; Replacement; 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 which 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. According to our records, you visited the Northborough UBIF store on March 4, 2022, for a screen repair for your laptop (the "Device") not a broken charger port as you note in your complaint. On the same day, you declined the repair due to the price quoted to you. Unfortunately, we do not have any record of an additional visit, or work order, from January 2022. To obtain additional details, and to attempt to resolve the matter, an Asurion Resolution Specialist will contact you within the next 24 hours to discuss this matter further.
  
  We sincerely apologize for any inconvenience or frustration this matter has caused.
  
  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, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The visit you reference was a previous laptop which yes, I did decline repair on. The visit was not in March, it was, in fact, in January. I returned 1 week later with the 2nd laptop which had a broken charging port. The tech did not enter the laptop into the system properly which contributed to the ongoing issue. By my 3rd phone call, the accounts were supposedly merged to allow techs to see the appropriate laptop which was now being held hostage in Northboro. I have finally received the laptop back and it is supposedly repaired but I can't check that because they lost my charger so I can't power up the laptop. The manager told me she would order a new charger for me but I haven't heard anything back yet. Surprise, surprise...
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  August 26, 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 brought my laptop to the U Break I Fix location in Northborough MA in February to replace a broken charger port. I was told at the time the repair would take under a week and cost $100 or less. It is now August, I still haven't received the laptop back, and multiple phone calls to the manager at the store all have ended with "The part is on order. It should be in soon. I will call you with an update."
  
  Your desired resolution states:
  
  "Finish the job; Replacement; Repair."
  
  Your recent rebuttal filed with the BBB on August 18, 2022, states:
  
  "The visit you reference was a previous laptop which yes, I did decline repair on. The visit was not in March, it was, in fact, in January. I returned 1 week later with the 2nd laptop which had a broken charging port. The tech did not enter the laptop into the system properly which contributed to the ongoing issue. By my 3rd phone call, the accounts were supposedly merged to allow techs to see the appropriate laptop which was now being held hostage in Northboro. I have finally received the laptop back and it is supposedly repaired but I can't check that because they lost my charger so I can't power up the laptop. The manager told me she would order a new charger for me but I haven't heard anything back yet. Surprise, surprise...."
  
  Thank you for your recent communication. To remedy this matter, a Resolution Specialist ("RS") left you three voice messages followed by several emails to obtain your mailing information to send you a replacement charger.
  
  To resolve this matter, we respectfully request you contact the RS, using the telephone number or email address provided to you, so that we may send you a replacement charger. Since your desired resolution will be met, we will consider this matter closed.
  
  We sincerely apologize for any inconvenience or frustration this matter has caused.
  
  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, 13, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received 1 voicemail and 1 email to which I responded with the laptop and address information that was requested. I did not receive a response to the email and do not know if the replacement charger was ordered. This company needs to seriously examine its communication and customer service policies and procedures.
  
  
  Business Response /* (4000, 15, 2022/09/01) */
  Asurion.com
  September 1, 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 brought my laptop to the U Break I Fix location in Northborough MA in February to replace a broken charger port. I was told at the time the repair would take under a week and cost $100 or less. It is now August, I still haven't received the laptop back, and multiple phone calls to the manager at the store all have ended with "The part is on order. It should be in soon. I will call you with an update."
  
  Your desired resolution states:
  
  "Finish the job; Replacement; Repair."
  
  Your recent rebuttal filed with the BBB on August 18, 2022, states:
  
  "I received 1 voicemail and 1 email to which I responded with the laptop and address information that was requested. I did not receive a response to the email and do not know if the replacement charger was ordered. This company needs to seriously examine its communication and customer service policies and procedures."
  
  Thank you for your recent communication. Your replacement charger was ordered and was scheduled for delivery on August 31, 2022. If you have not received your replacement charger by the end of the week (Friday, September 2nd), please contact the RS using the telephone number or email address provided to you. Since your desired resolution has been, we will consider this matter closed.
  Sincerely,
  *************
  Senior Compliance Analyst, Regulatory Complaints
  Email: *************@asurion.com
  
  
  Consumer Response /* (2000, 17, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Finally received the charger. Will be thankful to never interact with this company again.