Complaints

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:08/03/2023

  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 have insurance for my flip 4 and ******* doesn't dispute it, but everytime I call they tell me there is a technical issue and I have to wait. It won't let me file online ****** saying device is still under warranty but it isn't a warranty claim it's an accidental damage claim.I have called everyday for a week and been told the same thing technical difficulties wait 24 to 48 hours.As it has been a week I'm beginning to think they are lying about it.I just want to file my claim.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  The reason why the customer is unable to raise a claim request under the ************* plan is that the customer has already raised and claimed 3 ADH (Accidental Damage and Handling) requests within a year. According to the terms and conditions of the plan, only 3 ADH claims are allowed in a year. Consequently, the customer will have the option to raise another ADH claim after September 16, 2023. This is the date when the plan was purchased the previous year and activated in 2022.
  
  As per the ******&C, the CLAIM LIMIT states that beginning on the date of enrollment, the Plan will cover up to, but not more than, three (3) covered ADH breakdowns in any one (1) year period.
  
  For more details, please refer to the T&C link: ************************************************************************
  
  Regards,
  Team Servify
  
  

• Initial Complaint

  Date:08/03/2023

  Type:Product 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've been paying for ************* since 10/2020. Finally filed a claim in 6/2023. Received a replacement device but that device was defective, then I tried emailing Care+ 3 times over 2 weeks and no help. Finally had to call them twice and got a 2nd replacement device, however 1 day after getting the device they charged my credit card the non-device return fee because it took so long to get a repalcement for the replacement. It's now 3 weeks since I returned both the original and defective device and no refund!

  

  Business Response

  Date: 08/05/2023

  Dear BBB,
  
  The SD refund was already processed on 31st July. It may take **** business days for the funds to settle and reflect in customer account.
  
  Regards
  Team **********************
  
  

• Initial Complaint

  Date:08/03/2023

  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 have the ************ plus plan and have been paying since 8/21 monthly. My phone was replaced after 2 months through asurion. Servify now handles the care plus issues. The issue is I have been waiting for them to transfer my imei so that I can file a claim on my phone. They stated that they cannot locate the imei, so I'm stuck with a non fully functional phone. They stated that they are unable to locate the imei and have no proof that I pay for the care plus plan. I sent them the monthly email w my care plus info. It's been almost 2 months at this point. It's not resolved, and they're not trying to fix the issue. I have attached the email thread and documents.

  

  Business Response

  Date: 08/07/2023

  Dear BBB,
  
  We are currently investigating the concern raised by the customer. We have escalated this matter to the relevant team and will provide the customer with updates accordingly.
  
  Regards,
  Team Servify

• Initial Complaint

  Date:08/03/2023

  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.

  After an endless loop trying to file claim for cracked screen on green ****** S22 Ultra I tried various phone calls, live chats, and e-mails with Servify and uBreakiFix/Asurion. Asurion e-mailed saying their shops nor ******* has the screen its on back order. Servify tried setting appointments with shops I already knew didn' have the part. They then started a claim and set an appointment with a shop I could not reach by phone. Servify was insistent I pay the non-refundable deductible before finding out if they had the part. I would not. I was given attitude for not wanting to drive to a shop 40 miles away to ask if they have part. I was denied speaking to a supervisor and they stopped answering my e-mails. Servify phone rep ultimately gave me these options. 1: mail my phone in for repair and go without a phone for undetermined time. Rep was certain their repair people would have the screen. ( well if the back order part is available somewhere why couldn't they send it to my local store so I could use my phone in the interim?) 2: I could pay the $99 deductible up front, mail my phone in and have a replacement mailed back. leaving me without a phone for an undetermined length of time . 3: paying deductible and then having $1,000 additional of my funds immediately froze, then they send replacement phone and would unfreeze my funds when they get my cracked screen phone back. This is not what the contract says ! I don't have $1,000 extra to be froze for a couple weeks, which is more than phone currently sells for. If I had lost the phone would just pay $99 and get a replacement. Go figure. None of the options given me were acceptable or in line with expectations given when selling policy. In the end, I ended up sending a cracked screen phone to ******* at a lower value trade back for new S23 Ultra. So I got nothing from Servify after paying a year and half for no coverage. This is what my contract says. Note it DOES NOT say will freeze funds in advance.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  We have sent a response to the customer via email on August 4th, 2023, regarding their demand for reimbursement. We are currently awaiting a response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 08/11/2023

  Previous messages said I had until the 13th to respond this is the 11th why did you close it?  

  Customer Answer

  Date: 08/12/2023

  copies of the emails this again not acceptable. the last response they basically ae what trying to tell me that the $1,00 is a service fee?  Because my contract says if you do not send your phone back then they charge does not say they will hold your money above and beyond the phones worth brand new.  And none of this had been the quick stress free coverage they promise. 

  

  Business Response

  Date: 08/17/2023

  Hello BBB,
  
  We can sympathize with the frustration. As outlined in our last response, placing a hold on Customer's authorized credit card or debit card is within the terms and conditions that customer agreed to. 
  
  The language states that for any services or claims to be processed, then the fees do need to be paid in advance. The terms and conditions also do account for any service fees, deductibles, or taxes that *** be held. These holds are placed to allow customer more flexibility if a change in ************** is needed so that way  are safeguarded to meet your terms and conditions demands, as all costs are due in advance of any repair or replacement. 
  
  As part of our claim resolution process, we do not place any holds without your consent or informing you of this prior to your credit card or debit card information being submitted. 
  
  While we do understand that a claims process and seemingly endless hoops, we assure you that Servify does take all possible measures to ensure both you, the customer, and ********************** a quick and satisfactory resolution. 
  
  Best Regards, 
  Servify Claims Team
  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20415879
  
  I am rejecting this response because: It is false that the terms and conditions say they will hold up front any additional $$ for replacement phone. Paying service fee (of $99 for my plan) up front .  It states a non- return fee of up to $990 will be charged if you do not return product being replaced in provided return mailer within ********************* all caps, "YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PRODUCT AS DIRECTED."  This in no way infers that $100 will be put on hold in advance until product returned, in addition to paying upfront fees.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/21/2023

  I ended up having to trade in my s22 ultra with cracked screen for the S23 Ultra with zero benefit of having ************* coverage that I had been paying for since March of 2022.  A result of $151 cost I should not have had. Not to mention innumerous hours trying to get the coverage as layed out in the terms of my policy.

  Customer Answer

  Date: 08/24/2023

  I received a call at 5am this morning, from a person identifying as a Supervisor from ************ + (Servify). As expected she tried to tell me the Galxy S22Ultra does not have coverage , because I canceled.  I said I knew they'd come back with that garbage! I started trying to file claim on July 20. My policy was renewed with payment on July 24. I did not cancel until August 20. Confirmed with this note; "Please note that your device will no longer be protected following the end of your next scheduled billing date. Your monthly plan fees will also be terminated at that point." See attachments. I had coverage during time trying to get the service I'd been paying for. I even paid for extra month after already sending it in with cracked screen for a S23ultra. Without benefit of any coverage from ************+  costing me $151 extra after you subtract $99 fee I would have paid if they had replaced my phone under plan. Like should they have, without holding $1,000 in advance . And really call at 5am?  I leave for work at that time or I would have been asleep. They operate out of ****** *****. Don't know what the ******* address is about. All interactions, chat, email, phone calls are with *****. She then started asking questions to make me repeat everything which she acknowledged had seen all messages/emails/complaint. I was trying to get on my way to work. 

  Customer Answer

  Date: 08/24/2023

  I received a call at 5am this morning, from a person identifying as a Supervisor from ************ + (Servify). As expected she tried to tell me the Galxy S22Ultra does not have coverage , because I canceled.  I said I knew they'd come back with that garbage! I started trying to file claim on July 20. My policy was renewed with payment on July 24. I did not cancel until August 20. Confirmed with this note; "Please note that your device will no longer be protected following the end of your next scheduled billing date. Your monthly plan fees will also be terminated at that point." See attachments. I had coverage during time trying to get the service I'd been paying for. I even paid for extra month after already sending it in with cracked screen for a S23ultra. Without benefit of any coverage from ************+  costing me $151 extra after you subtract $99 fee I would have paid if they had replaced my phone under plan. Like should they have, without holding $1,000 in advance . And really call at 5am?  I leave for work at that time or I would have been asleep. They operate out of ****** *****. Don't know what the ******* address is about. All interactions, chat, email, phone calls are with *****. She then started asking questions to make me repeat everything which she acknowledged had seen all messages/emails/complaint. I was trying to get on my way to work. 

  

  Business Response

  Date: 09/12/2023

  Dear BBB, 
  
  While again, we do understand the frustrations that can come with having a damaged device and the process surrounding a claim, we do strive to treat each claim and customer equally in accordance with the Terms and Conditions they have agreed to. 
  
  As outlined in our response to the customer on August 3, 2023. ********************** and your ************* does not guarantee color, model, or other accessories. We also are within customer's agreed upon terms and conditions to charge service fees in advance of service being provided. 
  
  Customer is always welcome to file a claim for possible reimbursement for any services rendered, as coverage does exist for the date of loss. We may request documents to support the damages work completed, and amount paid, there also may be service fees and deductibles associated with that claim. 
  
  Past this information, our position remains the same as we do not feel it beneficial to provide special treatment for non-extenuating circumstances. 
  
  Best Regards, 
  Servify Claims Team
  
  

  Customer Answer

  Date: 09/25/2023

  It was not resolved and apparently never will be. Sad that you all are not supporting and making public the extremely poor service and misleading representation of what they offer. I provided immence proof of

• Initial Complaint

  Date:08/02/2023

  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 have a cell phone that has a warranty through this company and my phone screen is not working and I made a claim to get it fix, I took it to the assigned place to get it fix and when the company tried to send in the info to get it payed for the laid would not go through. Reached out to the company about the matter and they kept telling me there was nothing wrong with the system, but the claim was not processing through the company they kept giving an error message. So I requested for the phone to be replaced theytold me a **** dollar hold plus a 99 dollar. That was not what was sent out when they switched to this company. Now I am stuck with a phone that no longer work. They are not helping at all.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  The customer has informed us that they are not prepared to hold the security deposit amount on their card. We have forwarded this request to the relevant team, and we will provide the customer with an update accordingly.
  
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Insurance with ******** My phone's camera not working. All attempts thru tech and carrier not able to fix. Filed claim, replacement phone, was suppose to come the next day. Days later still no phone. I'm meantime, thuis company took ****** out of my account and caused an overdraft and additional fees. Called Servify and got absolutely nowhere, said once you return phone it takes about 3-5 days after you send back to refund. I never agreed to this charge to begin with! In the meantime, that is all the money my family and i have to eat with etc. This is Very dishonest Criminal!!!!!

  

  Business Response

  Date: 08/01/2023

  Dear BBB,
  
  We want to bring to your attention that the replacement device has been successfully delivered to the customer. Currently, the request status shows "defective awaited." We have enclosed a waybill with the replacement device, which can be utilized to return the original defective device to us.
  
  Upon receiving the original defective device at our repair center, we will proceed with releasing the security deposit as per the terms and conditions of the plan.
  
  For reference, you can find the Terms and Conditions of the plan at the following link: *********************************************************************************************
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20401650
  
  I am rejecting this response because we were never told about ****** being taken out of our account prior. We were told $1 hold would be placed on our account. This overdrafted our account. This was not an approved charge.
  
  *****************************************************************

  

  Business Response

  Date: 08/14/2023

  Hello BBB,
  
  While we do continue to understand the frustration of the customer, but this information was discussed and approved by the customer when the claim was filed on 28th July 2023.
  
  The security deposit has been released on 10th Aug 2023 and the service has been completed successfully
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ******************************************************************

• Initial Complaint

  Date:07/30/2023

  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.

  To whom it may concern,I am writing to express my deep disappointment with Servify's customer service. I received a replacement ******* phone from Servify on 3/15/2023, which yesterday sustained damage during normal use. However, attempting to resolve this issue has been a frustrating and time-consuming experience. ******* tells me the phone is out of warranty, even though it was supposedly "new" from Servify 4 months ago. The chat support was unhelpful, and phone support offered no resolution. Additionally, Servify has provided no email correspondence, receipts, or updates since March, leaving me unaware of any status, and the inability to log into their site, as I do not receive emails to reset the password. Moreover, I have been told that the original device was never received, resulting in a mismatched **** in their system. Despite this being their mistake, they refuse to process my claim for a next-day replacement for my current phone, as per their contract, and say it will take 3-5 days before it might be updated in their system. I urgently need a phone for work, and waiting 3-5 days for the **** issue or 12+ days for repair is unacceptable. This situation has shaken my faith in samsungs commitment to customer satisfaction by contracting with **********************. After 15+ hours of chat and phone conversations, I am being forced to buy a new equivalent device and would like to be fully compensated for it and for my original device to be replaced expeditiously I sincerely hope for a swift and fair resolution to this matter.

  

  Business Response

  Date: 08/01/2023

  Dear BBB,
  
  Upon checking with our internal team, 
  
  it has come to our attention that we have not received the defective device from the customer using the waybill we provided. As a result, the request has not been closed from our end, and the plan transfer to the replacement IMEI has not been processed through the system.
  
  We have requested the customer to confirm the specific waybill number they used to send us the defective device. 
  
  This information will allow us to investigate further and provide the customer with the necessary updates accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20397364
  
  I am rejecting this response because: servify has never sent me any email communications about any steps of the process, no invoice, no receipt, no tracking information, nothing. They have never attemped to call me to tell me there was an issue with receiving the device over the past 4 months, which is not my fault, this is an internal error on their end. I was not charged for not returning the old device, which I returned immediately. 

  Yesterday I was jerked around on the phone, for 2 more hours, lied to by one agent who said servify never sent me a replacent device, then sent to another agent who sat silent for over 10 minutes breathing into the phone, and refused to transfer me to another agent or supervisor then eventually hung up on me. 

  I require a resolution, and servify continues to not address the issue of their lack of communication,  they have been aware of me not receiving their emails since before this device was replaced in March, and instead of addressing the issue, they sent me a text message with a link where I was able to pay the $99 fee for the replacement device, which I recieved shortly after. And they continue to make excuses and lies and use unacceptable scare tactics to cover for their own internal errors and inability to provide service.

  Again, I have now spent over $1000 because servify refuses to uphold their end of the contract and provide the services I have paid for through ******* care+, and require compensation for my wasted time, energy and cost of this whole issue.

  

  Business Response

  Date: 08/14/2023

  Dear BBB,
  
  We are actively addressing the issue at hand. The customer's concern has been directed to the appropriate team, and we intend to provide the customer with an update in the near future.
  
  Best regards,
  The Servify Team

  Customer Answer

  Date: 08/24/2023

  This issue is NOT complete, we are on day 26, with no resolution. The last comment from the company did not address any issue and the BBB closed this case with no information stating it had. 

  

  Business Response

  Date: 09/14/2023

  Dear BBB,
  
  The customer acquired a new device and subsequently asked for a refund of the purchase cost. We processed the reimbursement, deducting a $99 deductible from the total amount paid. On August 31, 2023, we successfully reimbursed the customer a total of $995.99. The digital check confirming this transaction has been sent to the customer's registered email address.
  
  Regards
  Team Servify

  Customer Answer

  Date: 09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2023

  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.

  Servify has not fulfilled their part of the deal. I paid insurance monthly, which they have confirmed. It's been 2 weeks. I've asked for a manager to call, they never did. I've made over 10 calls and spent over 7 hrs on the phone dealing with this issue. Servify is saying they have a technical problem and can't help me. I need a working phone and a timeline.

  

  Business Response

  Date: 08/01/2023

  Hello BBB,
  
  We have already followed up with the ******* team, and they have confirmed that the subscription payment has been successfully made by the customer. 
  
  Our technical team is currently working on your request, and we anticipate that the plan will be reactivated soon. 
  
  Once the plan is active again, customer will be able to proceed with raising a claim request.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2023

  Type:Product 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.

  They approved my mail in repair on 7/12/2023 I paid and sent phone in. They received it on the 13. There tracking site shows device received no other updates. Was told **** days from day I sent in to get phone back. I've contacted them multiple times trying to get an update and they just say **** days. Today day 10 they tell me they will make it a priority. But no time frame I've asked them to just return my phone and they just say it has been escalated and made a priority and it will be looked. It's just a cracked screen phone actually worked just had screen damage want my phone back

  

  Business Response

  Date: 07/28/2023

  Dear BBB,
  
  We are pleased to inform you that the customer's device has been successfully repaired and has been dispatched from our facility. The delivery process is underway, and the device will soon be delivered to the customer.
  
  Best regards,
  Team **********************

• Initial Complaint

  Date:07/26/2023

  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.

  So absurd....So I pay 13 dollars a month for ************* plus" ************* I pay for to cover the phone in the case of a break of loss. ******* uses servitude to complete these tasks and servify demands the use of ******* **** security for any lost devices. Makes sense to me except...After receiving my.device I spent.some time attempting to sign up for ******* **** and was unable to succeed as their program was continuously glitching and freezing out, and at one point I even reached out to support about it. Now,, after my attempts i had the misfortune to lose my device, a basically brand new **** dollar device. Devastating but I thought a thought if relief because I has ******* care. I was wrong. I have been on the phone for 8 hours with them trying to explain that you can not demand something that I wasn't capable of doing. Especially because it was their app and programming that wouldn5 allow me to complete the task, yet here we are, and they are entirely. Refusing to allow me 5o use the insurance I pay for monthly for this replacement. So rude and so insulting that ******* or srvify allow this under any circumstances cuz its honestly offensive.

  

  Business Response

  Date: 07/28/2023

  Dear BBB,
  
  During our investigation, we uncovered that you customer previously submitted four (4) previous claims on the same device, IMEI: ***************
  
  The records show that on July 26th, 2023, customer filed three (3) claims, for the loss of customer's device. Each of these claims were rejected because the necessary software, **** Guard, was not installed on the device. 
  
  On July 27th, 2023, two (2) subsequent claims were filed on the same device, IMEI: ***************, for liquid damages. 
  
  The first of these claims was rejected because the date of loss of July 8, 2023, fell outside the scope of customer's plan inception term. 
  
  In regards to the second claim, we will be rejecting this claim, as well. Based on the previously submitted claims over the course of July 26th and 27th, it is reasonable to believe the previously submitted claims that either the device was damaged outside the inception of the plan terms or has been lost/stolen. 
  
  Based on the information listed above we will be denying your claim.
  
  The customer has been notified via email regarding the rejection of the claim and the subsequent steps in the process.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/28/2023

  And now?  Now they have canceled the insurance plan. The one i paid for, with no refund all because I put the wrong Date down

   Is this really what ******* believes is that people don't mind spendin their money only to have ******* take it back and vr headset

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20381014
  
  I am rejecting this response because:

  This is absolute madness. on what planet is it appropriate for them to be telling you BBB that they are fast working with me on coming to a solution? not only is there not a solution yet, but A. its nearly impossible to get a call back from them for anything. it took over a week for the woman ****** to call me back because "the phone in her office was broken"? come on now i wasnt born yesterday you from best buy and you are higher up. you seriously expect me believe it took days to get ur office a new phone? B. they seem to have forgotten that a supervisor had promised me weeks ago that my replacements were already coming. now, the answer is still the same "they dont have any goal or time frame that they plan to have a resolution by" and this is just so insulting. $700 is gone, and they wont even give me a goal of completion date on letting me know what they have decided to do? how is this even legal? im only putting up with it because they are the ones in power do to their absurd monopoly on technology in our modern day tech world. so rude when i have literally spent *****k a year there, and spend 200+ a year jsut on their subscription program. this type of response is how they treat their VIP program members ? i think im good on that..... i just need my replacements. otherwise im in every right to dispute the transactions that led to the gift cards being made. ill be civil and give it one more week. i reached out to BBB to try and get a hand with this but it seems the business just doesnt care one way or another how their paying consumers are treated.im not gonna sit by and allow them to lie to the BBB while i wait though. they have done absolutely nothing. and unless something happens soon i dont think they ever will. 

  
  
  Sincerely,
  
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