Business Profile
Electronic Equipment Repair
Asurion UBIF Franchise, LLCReviews
This profile includes reviews for Asurion UBIF Franchise, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.36/5 stars
Average of 86 Customer Reviews
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Review fromEnzo S
Date: 08/20/2022
1 starEnzo S
Date: 08/20/2022
I filed a claim almost 1 month ago on my ******* phone due to damage that makes the phone screen impossible to see at times. They stated the replacement phone was on back order, but would have to wait 3-5 business days before they could offer another product. A week later they sent me a refurbished phone that did not recognize/see the SIM card 95% of the time. Immediately after installing the SIM card you could make 1 phone call or send 1 text. When you attempted a second call it would state something like "please install SIM card". I removed and installed several times & even tried restarting & resetting the phone multiple times with no luck. I was instructed to send the phone back in the envelope they provided for the phone I originally made the claim for. They would not send another replacement phone until it was returned. I returned it and asked when they were going to send me an operational phone. I had to make several phone calls over several days with no assistance to resolve my issue. They finally stated that they would have an email sent with the tracking number of the replacement phone. The next day they send an email with a link to the tracking number for the defective phone they sent me NOT another working replacement phone. I called them back again and then they stated it was on back order and they would get back in touch in 3-5 days. I asked if that replacement is on back order what is in stock that could be sent. They stated they could not do that since the phone was on back order they had to wait 3-5 days to see if it becomes available then they could look at replacing it with something different. I explained it has already been about a month. I already paid the "deductible" and have been paying all the monthly installments. I need a working phone. I still do not have have a replacement phone.Asurion UBIF Franchise, LLC
Date: 08/22/2022
Please accept our apologies for not meeting your expectations. Someone will contact you within 2 business days to address your concerns. For immediate assistance, please contact our customer satisfaction department at 1-866-397-6496, M-F 8am-8pm. We look forward to resolving this matter quickly.Review fromWilliam M
Date: 08/03/2022
1 starWilliam M
Date: 08/03/2022
I took my ***** Watch to this company to repair a blank screen. After 3 attempts, I received the watch back in working order. What they failed to advise is that the watch was not longer water resistant to original specifications. It failed the moment I took Watch into pool. When asked for a refund, they told me they cannot guarantee the watch would be water resistant as it was returned to me. They take no responsibility for their actions directly causing my watch to fail.Asurion UBIF Franchise, LLC
Date: 08/05/2022
Please accept our apologies for not meeting your expectations. Someone will contact you within 2 business days to address your concerns. For immediate assistance, please call us at (877) 320-2237 (press option 3), or email us at [email protected], and we'd be happy to help.
William M
Date: 08/08/2022
I have spoken with 3 of your associates so far regarding this issue. Bottom line from all 3, is that your company is not responsible for returning an item to a customer in " out of factory specifications" condition. Your company, according to your associates can not provide that level of service, as you do not have the equipment to return an apple watch to factory specifications. Not once in 3 visits did anyone ever mention the the watch would no longer have the water resistance it had when I handed it to you the first time. Only after 3 repairs and its subsequent failure did I get told "that's not our problem or responsibility". That's not the level of customer service I would even accept from a corner convenience store, let alone a company your size.
****William M
Date: 08/08/2022
I have already spoken to 3 associates and have been told no supervisors are available. What more could you possibly do for me? Your company refuses to take any responsibility for a botched repair of a device you advertise to repair, but don't have the equipment to repair it with. I was told by all 3 associates that your company doesn't have the capability to properly fix ***** watches yet you continue to advertise you can. I was never advised on any of my 3 visits within 3 weeks (for the exact same issue) that I wouldn't be getting my watch back with the same level of water resistance until it failed and it's not your fault. I would think something this important would be posted somewhere on your website, in store, or at least be told to the customer before they hand you their watch.Asurion UBIF Franchise, LLC
Date: 08/10/2022
Thank you for your feedback. Our goal is to maintain a high level of customer satisfaction. Please feel free to contact us should you need any further assistance.William M
Date: 08/10/2022
I'm still waiting on your call I was to expect in 2 business days (from 8/5/22). So I'm to assume you're not going to attempt to resolve my issue. My original complaint stands.Asurion UBIF Franchise, LLC
Date: 08/15/2022
Thank you for your recent review. We're sorry for your experience. For immediate assistance, please call us at (877) 320-2237 (press option 3), or email us at [email protected], and we'd be happy to help.
William M
Date: 08/19/2022
In response to my original complaint from 8/3 the company said I would hear from them in 2 business days. That never happened. After my second response, the company just offered for me to reach out to them. After my third complaint the company asks me to call them. I called on 8/16. I spoke with Hunter. He explained that Kaiomi is the lead on this issue. I would be receiving a call from her supervisor Daniel within 48 hours. That time frame ended yesterday. They will drag you along until they wear you down and give up. I'm not giving up. This company is predatory in its advertising to repair objects it doesn't have the resources or technology to fix, thus leaving your device unusable and takes no responsibility for their actions.Asurion UBIF Franchise, LLC
Date: 08/19/2022
Thank you for your continued updates. We have reached out to the team and asked for a supervisor to contact you directly to further address your concerns. Please accept our sincerest apologies for not meeting your expectations.Review fromAlan P
Date: 07/28/2022
1 starAlan P
Date: 07/28/2022
I called the location at Carmel Village about repairing the USB-C port on an iPadPro 11 2nd gen which was 17 months old. I was told that this was a common problem and they could fix it once they got the part. I had been able to charge the iPad to 100% each day but it was not a simple as it was before the port was not tight. Once the part arrived I carried the iPad in on July 7, 2022 and was told that it would be ready in three days. The iPad had 80% charge and was working fine and the person who took the iPad checked the access code. On the fourth day I went to the store and asked for my iPad and was told that another part broke when they we replacing the cover and that part would have to be ordered. I got two calls from UBreakIFix relating to this issue and the part was ordered and the iPad should be ready by the following Monday. On that Monday I went back to the store and was told that they had changed a number of parts and the screen and that the motherboard was now broke, something they said was the problem when I brought it in. They wanted to give the broke iPad back to me, forget all of the charges and send me to ***** to have them make the repairs. This was unacceptable. I called the UBreakIFix and spoke to a representative who said that he would try to get me a compatible unit or a reimbursement but that he had to get approval from higher management. After 10 days UBreakIFix came back to say that the iPad was damaged and was not working when I brought it in and they did nothing to damage it. UBreakIFix refused to reimburse or replace the iPad. I had not picked up the iPad and was advised by the UBreakIFix representative not to do so. I am currently out of $800 for which it would have cost to replace the iPad with a similar model. This was a classic case of the store doing a CYA. I have been working with computers from mainframes, **** workstations, Windows and *****. We have built them, made repairs and created integrated circuits.Asurion UBIF Franchise, LLC
Date: 08/02/2022
Thank you for your recent review. We're sorry for your experience. For immediate assistance, please call us at (877) 320-2237 (press option 3), or email us at [email protected], and we'd be happy to help.Alan P
Date: 08/03/2022
Thank you for opportunity to comment. I have called the number (877) 320-2237 several times and spoke to AJ R******** regarding UBIF/ATRS Resolution Case #******* Mr. R******** stated in an email that he would have to get approval for a replacement or reimbursement. On July 26th past, Mr R******** sent me an email stating in so many words, that upper management was taking the position of the store employees and refused to make compensation. Therefore I am not sure the value of going through the same process again. If UBreakIFix wants to alter their last judgement, they may contact me via AJ R********. He has my contact information. Otherwise to me, the comment from UBreakIFix is a ploy to gain favor of the BBB that they responded in a positive manner. My position has not changed other than I want reimbursement in the amount of $800 since I had to purchase a new iPad.Asurion UBIF Franchise, LLC
Date: 08/04/2022
Thank you for your recent review. Please accept our apologies for not meeting your expectations. For further assistance please continue to contact the representative who has been assisting you in this matter.Alan P
Date: 08/05/2022
I contacted AJ R******** at UBreakIFix yesterday as suggested in the Business Comments. I also attached two screen shots of the Business comments to the email I used to contact AJ.
Thanks,
*************Review fromLauren J
Date: 07/25/2022
1 starLauren J
Date: 07/25/2022
Spent 3 weeks going back and forth with this place due to miscommunication and misinformation, that I could deal with and due to the character limit not going to waste it on a small issue, below is the issue that is causing me to leave this review:
I dropped off my phone, come back 4 hours later and the screen is fixed. I left, was 1 mile down the road when I tried to make a phone call, and my phone was saying it wasn't it network. I called the store from my passenger's phone and was told by **** that I could try resetting my network settings but if that didn't work I would have to go to my carrier. That it must be a carrier issue. I said that my phone made a call FIVE MINUTES before dropping it off to them and now it won't, sounds more like a them issue, he said nothing they could do. He seemed rude and annoyed and I seemed to be bothering him. Went to my carrier, they replaced the sim card, still having the same issues. Called Ubreakifix again, **** said I'd have to call insurance. Called insurance, they sent me to a different location of Ubreakifix. Went there and found out there were numerous problems found on a test ran by the tech that my phone now has motherboard issues. Didn't have them when I dropped my phone off originally but all the sudden got them right after picking up my phone from yall??? And absolutely no help from anyone at this location. They're rude and don't want to deal with customers. And I want to know, if you're supposed to run tests for Samsung's strict policies (according to the other location), how did yall not catch it? Was the final test even ran? I would never recommend this place.Asurion UBIF Franchise, LLC
Date: 07/25/2022
So I don't see the customer in our system by that name, but sometimes with insurance claims it is under a different name. But my tech **** does remember the interaction and He said he explicitly asked her to come back so we could take a look at it and change network settings but she never came back. With insurance claims if something isn't working when we do the test, that is required and no way we can complete repair if any fail, we have to send in for replacement. If something stops after they get it under strict insurance rules we aren't allowed to fix again they do have to call Asurion to get replacement. But only way we can give phone back to a customer is if all test pass. We can not by pass a test, there is not a way to do this.. Also there is not another location or any tests to run that tells you that it is motherboard damage. If anything fails after a successful repair, Asurion just replaces the customer phone without any issues. So I am not sure why we have two different stories. WE gladly send her to Asurion to get replacement if something fails but nothing failed on our end. If it failed after we still have to send to Asurion for replacement so they will get a working phone..Review fromRuth D
Date: 07/25/2022
1 starRuth D
Date: 07/25/2022
Zero stars. I went in for a repair and they signed me up for some insurance plan without my knowledge or consent. Jason R said I'd need to make a $25 deposit toward my phone's repair,then used my card to sign me up for some plan. The receipt he gave me showed a $0 charge. An hour later I got an email welcoming me to this plan for $25ish per month. It took forever to find a number to contact. Nowhere online or by email can you "cancel" . I called store, was put on hold for 20 min. I called back. Someone named Tony claimed to be a supervisor & claimed he could "take care if it," then transferred me to Jason. He was very rude & said that my "ok" in acknowledging that he was telling me about some free trial I could get that I'd receive an email with details about was me granting permission to sign me up for this. He denied any wrongdoing and claimed he could not cancel it & gave me a phone number to call. Person on the phone claimed I'd get verification in 24 hrs of the cancellation & a REFUND of the money they'd already charged me within 5 days. Then waited on hold for 24 minutes to speak to a SUPERVISOR who turned out to be a complaint dept representative named Natalie. She took the complaint and claimed the issue would be dealt with internally.Asurion UBIF Franchise, LLC
Date: 08/01/2022
Thank you for your recent review. We're sorry for your experience. For immediate assistance, please call us at (877) 320-2237 (press option 3), or email us at [email protected], and we'd be happy to help.Review fromHelder M
Date: 07/24/2022
1 starHelder M
Date: 07/24/2022
Not a reputable business. I took my iPad in for a cracked screen repair and after a week they notified me it would take sometime to repair because they needed their headquarters to fix it. Then they changed their story and said they in fact could fix it in store. It has now been over 3 months and I've been told several time in-store they can not get my iPad to me: "come back tomorrow." I went in a 4th time today to get it and now they're saying it's been so long it was declared "abandoned." Never notified me. Seems like it was a game and they never fixed it. Possibly they lost it.Asurion UBIF Franchise, LLC
Date: 07/29/2022
Thank you for your recent review. We're sorry for your experience. For immediate assistance, please call us at (877) 320-2237 (press option 3), or email us at [email protected], and we'd be happy to help.
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