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:07/25/2023

  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 am trying to get the imei updated so I can file an insurance claim. I have paid monthly for ******* care plus. My phone was replaced a couple months after it was released, but the imei was never updated. I contacted ******* they confirmed that the phone is mine. I sent all requested info to servify to show the phone was replaced. It's been 4 weeks of promises and disjointed communication. Many emails and phone calls. It's getting ridiculous. My phones inner screen has issues w the touch screen, and I need to file a claim. Almost 5 weeks without a fully functional phone. Ridiculous because I pay for the insurance monthly.

  

  Business Response

  Date: 07/26/2023

  Hello BBB,
  
  We are in direct communication with the ******* team to address the issue as the customer's IMEI has not yet been transferred to a new one by *******.
  
  We will keep the customer informed about the progress and update them once the matter is resolved.
  
  Regards
  Team Servify
  

• Initial Complaint

  Date:07/20/2023

  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 pay for insurance every month. July 16 2023 my phone went black. On the 17th of July I contacted the insurance company they created a ticket and had me to take the phone to ubreakwefix at ***************************************************************. I go their on the 18th and they have the claim. The store process the claim and it is rejected. Since that day several tickets have been placed. I have literally been oh the phone for hours just to explain to numerous of people and get nothing.

  

  Business Response

  Date: 07/22/2023

  Dear BBB,
  
  We would like to bring to your attention a technical issue from ******* that is currently affecting the visibility of the claim request at *****************.
  
  We have already escalated this matter to the ******* team for a prompt resolution. We will diligently follow up with the store until the issue is fully resolved, and we anticipate an estimated time of 3-4 business days for the resolution.
  
  We sincerely apologize for any inconvenience caused and appreciate your understanding.
  
  Thank you for your cooperation.
  
  Best regards,
  Team Servify
  
  

• Initial Complaint

  Date:07/14/2023

  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 cracked the screen on my Samssung Galaxy S23 Ultra which I covered my ************* warranty. I was sent to a repair location 7/5 which didn't not have the replacement screen available twice (Asurion in ************ **). I found a repair center that does have the screen (Asurion in ******, **) and called ************* to transfer the claim to them. ************* instead transferred the claim to a repair center in ******, **. After contacting *************, they cancelled that ticket and created a new ticket for the ************, ** location. That location tried to order the screen but ******* cancelled the order. I again contacted the ******, ** repair location and they still had a space screen they agreed to hold for me. I had ************* again create a ticket for that location. The claim has not appeared in their computer after 24 hours. Investigating, I see the payment receipt to ************* for $29 STILL shows for ******, **. Each try requires Care+ to cancel the previous claim and create a new one.At this point, I've had 4 claims covering a span of 9 business days and drive to repair locations 3x plus countless hours on phone. I still cannot get a claim to a location with the part.As an aside, the folks at Asurion have been wonderful to work with through all of this.Claims:July 4 Ref ID: ************ (service center didn't have part and wasn't told to order it)July 5 Ref ID: ************ (claim moved to location in ******* instead of **)July 6 Ref ID: ************ (location had order for screen cancelled by *******)July 12 Ref ID: ************ (claim say for ** but receipt says for *******)At this point, I've been told just to wait (by one representative) and that another claim is interfering with this claim (by another representative). Today 7/14/23 told to wait another 48 hours.In summary, I have an active ************* plan but cannot get my phone repaired despite spending an enormous amount of time and energy on this.

  

  Business Response

  Date: 07/17/2023

  Hello BBB,
  
  Upon checking, it appears that the previous claim has been canceled, and the customer has now submitted a new walk-in request. We will provide the necessary assistance to the customer if they encounter any issues with the claim.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20320705
  
  I am rejecting this response because:
  

  To be accurate, I have now had a total of 5 claims for this same issue.  Each time a problem has been detected with their system/process, the claim is cancelled and a new one created.  I have been in touch with (and once phsically at) one of their authorized repair centers (Ausurion, ******, **) since July 5th 2023.  That repair center has the necessary repair part and just needs a valid claim. ************* dba Servify still has been unable to get a valid claim to that location.  i.e.  It does not show up in the location's computer system.  Most often, the claim has been sent to a location in *******.  There was one occasion where the claim was sent somewhat locally but that center did not have the necessary part and ******* cancelled their order of the part.  Servify phone reps have been saying that their system was down for maintenance all weekend (7/16-7/17) and as of the evening of 7/17 they said that it would be down another ***** hours.  I did create another online line (out of desperation) as the phone reps thought that "might" work.  I will not know if it was successful until the repair center open today.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/26/2023

  Hello BBB,
  
  As we checked,
  
  ***************** has successfully completed servicing a walk-in request with the reference ID - ************.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/03/2023

   
  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.

  That is, the device is finally repaired after countless calls and much effort on my part to what should have been a very simple process.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2023

  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 been attempting to file an insurance claim for the past week and have made multiple phone calls only to be brushed off with wait another 24 hours. I've waited a whole week and still no progress has been made on my situation. I have been told that my account has been on hold and I have not made any payments, however I have never missed any payments and also have billing statements as well as email confirmations FROM *******.com. I have also spoken to ******* and they say that my account is in active status and should not have any issues.I have tried multiple times to talk to a supervisor only to be brushed off with that they're busy or they'll call me back.

  

  Business Response

  Date: 07/14/2023

  Hello BBB,
  
  The issue has been resolved, and we have updated our systems to reflect the active status of the plan. 
  
  Customer may now proceed with raising a claim for the device under the ************* plan.
  
  Regards
  Team Servify

• Initial Complaint

  Date:07/10/2023

  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 filed an insurance claim on 6/4/2023 to have my phone replaced due damaged screen; the claim was approved. It took about seven days for me to get the phone. Three days after I got the replacement phone, a line developed on the scream of the phone, so I called them, and they told me that I needed to wait for the old phone to get to them. I sent them the phone back on 6/14/2023 using the shipping label they sent me (**********************). For reasons not controlled by me, the package was delayed by the **** and got to them on 7/1/2023 After they got the phone, I called and was told to send an email detailing the problem and photos to show the problem, which I did the same day. I got an automatic reply saying that customer service would get back to me within 24 to 48 hours. I got an email today, 7/10/2023, saying they will escalate the problem. Meantime I am struggling with a phone that is not functioning. So here is what I want them to solve; o first, refund the ****** dollars that I was charged because they are saying that I did not return the phone o Second, for them to get me a fully working phone because I did pay the deductible for them to process the claim

  

  Business Response

  Date: 07/12/2023

  Hello BBB,
  
  We have already prioritized the processing of the security deposit refund by notifying our claims team.
  
  Furthermore, we have again initiated an in-warranty advance exchange request for customer's device, considering the post-repair issue customer has encountered.
  (Ref id- *************
  
  In order to continue with the replacement shipment, we asked the customer to submit a payment of $1 as a temporary hold for the security deposit on customer's card.
  
  This amount will be released once we receive the defective device, as we previously informed customer about the security deposit hold equivalent to the device's cost on customer's card.
  
  Regards
  Team **********************

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20301526
  
  I am rejecting this response because:

  Yes, they did process the first charge, and they also did replace the phone. But here are the following problem;

  
  For them to process the second replaced phone, they sent me a link stating that I needed it to make a one(1) dollar security deposit. When I did without telling me, they put a hold on the credit card for nine hundred ninety (990) dollars without asking to ensure I had that available funds. Then I got another e-mail saying that they would charge one dollar and put a hold of 990 dollars to be returned after they got the old phone back and that I needed to send it within ten(10) days, or the hold would not be refundable.  

  
  And the other problem is that unless they get the phone on time, they will not refund the 990 dollars. But the return package and label that they sent is so slow that it is not even funny. I sent the package using tracking number **********************, ON July 12, 2023, and yesterday July 18, 2023, at 8:31 am, the **** tracking system was saying that the package was at the ************** NETWORK DISTRIBUTION CENTER, meaning that the box is not going to them on time. They will try not to return the money when they could use a better shipping company or a different **** service.
  
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/08/2023

  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.

  ******* Galaxy S23 Ultra 5G Reference ID: HIILUZEASMOS I submitted a claim to have my phones cracked screen replaced. After weeks of waiting for an approval and sending the documents for verification. Y claim got approved! I paid for the deductible and setup a time on the link servify sent me to get it replaced at the ubreakifixit near my house. I went there turned my phone in. Gave the employee even my password to access my phone and he told me to come back 4 hours later. 4 hours later. I come back he claims he opened my phone and was in the process of replacing the screen when servify/samsung rejected the claim! Even tough at first the claim on his system looked good!How is that possible? He has no answer to give me.neither does servify I have an approval and paid for the deductible. My phone was opened and worked on and now the claim is rejected? So I went in with a broken cracked glass now I have a partially burned OLED. Called servify the rep says he doesn't know why it got reject asked me to wait 2 business days(with a non working phone) for him to get back to me with an answer not a solution. The other option would be for me to give him a $1000 deposit and pay another $99 deductible to have a replacement refurbished phone. Which I don't want! I just want my screen replaced! The ubreakifixit has the screen but because of some rejection error on servify website my claim got rejected as it was being worked on! Beyond ridiculous. Everyday my phone doesn't work I lose money! Get this resolved ASAP. I have no issues going to small claims court.

  

  Business Response

  Date: 07/11/2023

  Hello BBB,
  
  After consulting with our internal team and reaching out to the **** store, we have discovered that Customer had made payment for the repair charges for the device due to technical difficulties encountered during the walk-in claim process.
  
  As a gesture of goodwill, we are making an exception in this case and approving customer's reimbursement request for the repair charges paid.
  
  However, please be aware that the deductible will be deducted from the refund amount in accordance with the ************* process.
  
  To issue a digital check for the reimbursement, we require the following details from the customer which has been requested over the email.
  
  Awaiting response from customer
  
  Regards
  Team **********************

• Initial Complaint

  Date:07/05/2023

  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.

  my phone went in the shop June 27th for repair and was ready 2 hours later. when the repair shop try to complete the transaction though ******* servify care plus service a error keep poping up and its conceals out my repair claim and this company can not get paid for repairing my cellphone. i have call ******* servify every day to see if they have resolve the problem or find a different method to pay this company who is holding my phone for repairing my phone. They want the repair shop to unrepair my cellphone which makes no sense and send me a new phone. i keep explaining that this is not a option for as I have many important information content on my phone and if its return to unworking condition I will not be able to use the phone. I keep asking them is there another way to pay those people for fixing my phone or just fix the problem in there system so the payment will complete. I work off my phone and it has been in the shop a week fix only on hold due to sumsung servify not fix the issue on there end. I pay insurance to ******* servify every month for over 3 year so there should be no reason why they can not pay this company for my repair. If I have to pay cash out of pocket to get my phone back I want to be reimburse from ******* servify.Account # ********** IMEI # ***************

  

  Business Response

  Date: 07/07/2023

  Hello BBB,
  
  We apologize for any inconvenience caused to the customer.
  
  Current walk-in request ************ Claim has been cancelled due to technical issues.
  
  We have informed the customer that she will need to contact ***************** to return her device with the defective parts without undergoing repairs.
  
  This is because ***************** is currently experiencing an ongoing issue with the visibility of the claim from ******** which is expected to be resolved by next week.
  
  As an exception, we are offering the customer the option of Mail-in or Advance exchange repair for $29
  
  Once Customer have retrieved thier device from ***************** without repairs, customer will confirm their preference regarding the service mode (Mail-in or Advance exchange). Upon receiving the confirmation, we will proceed to raise a request for customer's device accordingly.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20274870
  
  I am rejecting this response because: it was not the service center fault.  As per Zac, GSPN issue. we have to offer mail-in or AE only. So I now have no other choice but to have ***************** unfix my phone and return. Then in the process of get a new phone sent they have to hold $727.oo of my money with is so inconvenient. This problem is on ******* end and they will not fix it. It happened months back. Stop the  lies and fix the issue
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/01/2023

  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.

  On 25 June 2023, I attempted to make a claim for a cracked screen repair on my ******* Galaxy S20+ device. I was redirected to an incorrect site and spent over an hour just trying to get assistance to get to the correct site. Once I was able to do so, I filed a claim with Reference number 1TCKN3FNKR2Y to take my device to UBREAKIFIX/Asurion Tech Repair - Store #*** on 26 June. Upon arriving, the technician informed me that they were unable to find the claim in their system. I contacted Servify and was told that there was a "glitch" in the system that had prevented the claim from being forwarded to the repair facility. At that point I was informed that the only resolution was to cancel the current claim and start a new claim. To do this they would issue a credit to be processed in 4-5 days, and would require payment for the new claim that day. I informed the rep this was not acceptable as this was not due to something I had caused and rather a problem in their system. I was then blind transferred back to the main ******* IVR. Over the course of the next 3 days I continued to contact them, with the feedback now being that they would reach out in ***** hours with an updated claim number. On ********************************************************************************************************************************** that they would not escalate my call for something "so small". This individual hung up on me, and on my next call, again after multiple requests to escalate I was transferred to ***** (he would not provide any other identifying info such as employee ident). ***** informed me that an internal ticket had been raised #******* and that I would receive an update in 24 to 48 hours. I requested a copy of the ticket for my records and I was told that they had an email backlog and later told that they simply don't do that. I also asked for a copy of my call recording for my records with the same response. I just want the device repaired as requested a week ago

  

  Business Response

  Date: 07/04/2023

  Hello BBB,
  
  The claim with ref id- ************ has been re-triggered from our end and ***************** shall be able to check and repair customer's device under the ************* claim.
  
  We have communicated this information to the customer, and we are currently awaiting their response or update regarding the matter.
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/04/2023

   
  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:06/29/2023

  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.

  I have an account with ********************** for ************ + to replace broken or stolen phones. I broke my phone and called to have it replaced. When it was shipped it was sent to the incorrect address. I received an email letting me know that they didn't have the correct address and I provided it. I received the phone at my work place 06/01/2023. I got my phone transfered over but everything wasn't working correctly. I was able to get everything uploaded and working finally, cleared the phone, and mailed it back to them 06/08/2023 with their prepaid mailer. The phone finally arrived to them 06/20/2023 and on the 21st they charged me $1,399.99 due to me not getting it back to them in time. I realize now that in the fine print it says that they have to receive the phone within 10 days of me getting the replacement phone and not in the mail by 10 days. However, their prepaid mailer they included with the package to send it back with took 13 days to get delivered back to them landing 06/20/2023. Once they received and processed my package they charged me $1,399.99 to the card they had on file. I did not catch that they charged me until Sunday 06-25-2023 at which point I emailed them. I had not heard back from them via email so I called 06/26/2023 at 3:52pm mountain time and was told to email that I needed to get my money back and was charged for my replacement phone. I had emailed that day and I emailed again to show you the tracking information. The response says to give them ***** hours to repond and they did not.I called again 06/28/2023 at 5:25 pm mountain time and I spoke with another woman who brought the manager into the situation. I was again told that I needed to email that the phone was not received in time, I was charged, and that I want my money back. I send that email as well.It looks like this is a reoccurring issue with their company and I have tried to go through them to get my money back but they blow me off.

  

  Business Response

  Date: 07/01/2023

  Hello BBB,
  
  Security Deposit refund has been initiated from our end and soon it shall reflect in customer's source account in 3 to 5 business days.
  
  Regards
  Team Servify
  
  
  

  Customer Answer

  Date: 07/05/2023

   
  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:06/28/2023

  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.

  Last September 2022, I had purchased a ******* Flip4 phone for my wife, and for me I had purchased the ******* Fold4 phone. Both of these phones were purchased straight from *******.com and were enrolled in the ******* Care+ during the purchase. Since then, I have been paying monthly fee of $8.00 for my wife Flip4 and $11.00 for my Fold4 for Care+.On 6/27/2023 my wife had her ******* Flip4 accidentally fall out of her pocket and now when she attempts to use her ******* Flip4 that the phone does not display anything on the screen. There are no cracks or damage on the phone or screen.At the time when I purchased the ******* Care+ I honestly thought having ******* Care+ would be great in the event of any issues and that it would be a simple process but instead this process has been anything but simple but it has been a literal nightmare, not only have I talked to around 8 different ******* associates claiming that they will be able to fix my issue to file a claim they have all failed and here I am being told that I have to provide proof that I have paid for the ******* Care+ service, which I think is funny or odd since I can login to ******* and see that the Care+ is active for both phones. In any regard I did provide proof of payment that was sent to ******* on the same day or 6/27 but here we are still waiting for a response and meanwhile my wife does not have a working phone. Honestly based on this experience if I did not already own these ******* phones or this service then I doubt I would ever purchase a ******* phone again as their customer service is incompetent. I am simply demanding a response as proof of payments were provided and have been current since September. I would like this to be escalated to a supervisor as well and for an explanation why I have been on the phone for hours to resolve this issue instead of a hassle free process that ******* claims.

  

  Business Response

  Date: 06/30/2023

  Hello BBB,
  
  We are currently in contact with the ******* team to address a technical issue that is causing a discrepancy in the reflection of customer's monthly subscription payments in our system. 
  
  Rest assured, we are working on rectifying this issue, and customer will soon be able to file a claim under the ******* Care+ plan and we are in touch with the customer accordingly.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  We are being strung along. All I can say is being dismayed or upset with the horrific and lackluster support has been an understatement.  Why should us as the customer receive this horrible experience and lack of filing a claim when we have been paying all Care+ premiums since September of **************************************************** replacement. Explain to me or better yet explain to my wife why they keep string us along by pure incompetence and why we are unable to file a claim and why they are simply wasting our time?
  

  Being told Rest assured we are working on rectifying this issue and all of your apologies has made zero  impact but the team at ******* Care+simply has shown that you have zero respect or concern for us as a customer as we PAID yet we are still being told to wait and dragged along by *******. If I was running this business within ******* this would have been resolved on the first day, within an hour not days, in this case people deserve to be fired for their incompetence and poor support.
  
  ******* has no empathy for us and we have ZERO respect or faith for their  team at ******* Care+ as they clearly have shows their incompetence.
  
  Sincerely,
  

  
  *****************************

  

  Business Response

  Date: 07/14/2023

  Hello BBB,
  
  We are actively engaged in following up with the ******* team to address the payment issue and ensure it is reflected correctly in the system. We anticipate that this matter will be resolved soon, allowing the customer to proceed with raising a claim under the ******* Care+ plan.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  ******* Care+ has literally committed fraud and has not supported me as a customer that has been paying Care+ 9 months for my devices and even up to this day I still cannot submit a claim. What a deceitful, untrustworthy, and incompetent organization and I will simply refuse to do business with and share this with others as ******* does not deserve to be in business.   

  Sincerely,
  

  *****************************

  

  Business Response

  Date: 08/05/2023

  Dear BBB,
  
  After verification,
  
  The customer has cancelled both ************* plans. They currently do not have any active ************ Plus plan.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20251719
  
  I am rejecting this response because during the 3 weeks I was trying to work with ******* in filing a claim with one of my ******* devices that had been covered since September of 2022 with ******* Care+ and was still even covered under the factory warranty. During this entire time I had talked with over 15 people at ******* in which I received many apologies and a ton of run around from them but never once was the process finalized for me to file a claim hence resolving me with the ability to utilize a service that I was paying for.  

  Instead of ******* fixing the claim issue, the idiots created another underlying issue by attempting to charge me an additional  or 3x the amount of my ******* Care+ devices so at that point ******* was clearly not competent enough to fix the claim issue but now they were trying to extort more money from me that was not approved by me. I mean seriously why would I pay an additional or 3x the amount for ******* Care+ when I only had 2 devices that were already covered? 

  Needless to say I reported the billing issue to ******* Care+ and no surprise but was given the same run around and was told that they would call me back and never did. My only recourse of action was to contact my bank and report fraud and my bank had since agreed in my favor and returned the monies back to me. 

  In the past I have supported ******* for their excellent phones and devices but I will no longer support them as their support is totally incompetent and while they may have received monies from me in the past then I am done with ******* and their fraud, so shame on *******!!!! 

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/22/2023

  Dear BBB,
  
  As previously verified and communicated,
  
  The customer has canceled both ************* plans for their devices. However, we are in the process of confirming this with the ******* team and will subsequently provide the customer with an update.
  
  Regards
  Team Servify

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  Hopefully BBB can clearly see with the responses from ******* and their dishonest claims that they have tried to communicate to me when they HAVE NOT. Samung Care+ is liars and thieves that do not honor my subscriptions and my wife phone is still broken because they dragged us along claiming that they will assist us! So why would I foolishly pay more money to a deceitful and fraudulent company that does not stand beside their promises????  ******* look at all of the other people on BBB that have had similar poor experiences and how you claim to be a honest and reputable company but instead they are dishonest and commit fraud!

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/12/2023

  Dear BBB,
  
  We have reported the issue to the appropriate team to investigate and inform the customer of any updates. In the meantime, we have already provided the details confirming the cancellation of both ************* plans.
  
  An image of the portal displaying the cancellation of the ************* plans has been included for reference.
  
  Regards
  Team Servify

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20251719
  
  I am rejecting this response because:

  To this very day we still cannot believe how we were treated in the past and now by ******* even when the phones to this very day are still covered by the manufacture warranty and we still have a broken ******* phone. On July 18th we cancelled the ******* Care+ because the ******* billing had suddenly starting billing excessively by double charging the cost for each phone as shown per attached and all of its history. 

  Prior to the cancellation we had been paying for ******* Care+ faithfully every month (as shown) since we bought the phones directly from ******* last October of 2022 but why should we pay for this service when (1) ******* still had not resolved a broken phone and (2) ******* was double charging for this service, we would have to the dumbest person to keep paying for the service and give money away to ******* while we receive nothing in return.

  ******* should be apologizing to us for the horrible experience they put us through and resolve the issue but instead all they do is reference the cancelled care+ NOT the manufactor warranty and NOT their lackluster support. As it is right now ******* just leaves a horrible experience in our past and if things change there may be hope. 

  Sincerely,
  

  *****************************

  

  Business Response

  Date: 10/23/2023

  To whom it may concern: 
  We appreciate the opportunity to respond to the concerns presented. The customer contacted **********************, the administrators of their ************* Plan to initiate a claim. 
  On September 27, 2023 when the claim was initially presented to Servify by the customer, the damages described aligned with issues consistent with an in-warranty concern. Due to the nature of these described damages, Servifys claims team transferred the customer directly to ***************************** for further handling and assistance.
  While Servify is the administrator of the service contract and claim administrator for the ************* plans, ******* remains the entity responsible for any and all in-warranty concerns and the services associated with their devices. 
  Servify cannot account for the details surrounding internal ******* procedures and policies or even customer service, we do recognize that there is a gap in knowledge and information exchange between the two companies. This complaint lends evidence to that and in depth examination on the communication breakdown has begun. 
  Due to the gap in information exchange that existed at the time of the claim being raised and complaint initially being filed, all issues related to the customers ************************** and Warranty experience would rest with the in-warranty company, *******. 
  All other pertinent details that Servify can account for related to this customer and their complaints have been shared in Servifys original responses.