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:06/27/2023

  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 carry phone insurance through ************ Plus / Serify. On Monday 6-26-23 I accidentally dropped my phone. I consulted the web site for ******* Serify to file a claim. When I imputed my information the Web site reported they didn't have a repair center within 75 miles of my house. I assumed they would send me a new phone and I would return my phone with a cracked screen. When I went through the steps to send my phone in I realized I would have to send in my phone and wait for them to repair it and send it back. I use my phone for work so this wouldn't work for me. I canceled my service request and checked again for a service center. When I imputed a city 40 miles from me instead of my zip code a service center was available so I set up the appointment online. I went to the service center and found out the appointment was not in there system even though I had a confirmation email. I called Servify and they told me it was a system glitch and I should set up the appointment again. I sent it up for the folling day and once again my appointment that I had a confirmation email for was not in there system. I need my phone for work so I had to pay out of pocket for the repair ($380). With insurance it would have been $29. They have not reimbursed me or refunded my $29 deposit. I have tried to call them with no success and also send emails and I get an automated "we care about our customers" return email. For a service company this has to be the worst service I have ever received. Servify should reimburse me for the repair that I had to pay for.

  

  Business Response

  Date: 06/28/2023

  Hello BBB,
  
  Based on the most recent update,
  
  We are making an exception and approving customer's reimbursement request for the repair charges paid. 
  
  However, the deductible will be deducted from the refund amount in accordance with the ************* process.
  
  To issue a digital check for the reimbursement, we have requested the additional details from the customer and we are awaiting an response from the customer.
  
  Regards
  Team **********************

• Initial Complaint

  Date:06/26/2023

  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.

  The hinge of my ******* Galaxy Z Flip4 is stuck and won't allow the phone to open all the way, the screen is blacked out where the crease is inside and the top functions don't work. I need my phone to make Uber deliveries, and haven't been able to work since the phone got stuck on Saturday. When I tried to file a claim it said in addition to the $99 deductible they had to charge me a $990 security deposit, after I returned the phone back then the security deposit will be refunded. Mortgage is due in 4 days, I dont have $1,089 total for them to hold, & without the phone I can't work. What was the point of getting the insurance if I have to a ridiculous high security deposit that I can't afford? its a total scam!

  

  Business Response

  Date: 06/27/2023

  Hello BBB,
  
  As we checked,
  
  Customer has raised a new advance exchange request and the device has been dispatched from our end soon it shall be delivered to the customer on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20235785
  
  I am rejecting this response because:
  Since I can't work without the phone, I had to take the money from my mortgage payment due in 4 days (on the 1st of July) to get the phone replaced. 

  I'm extremely displeased with the scamming on ************ plus's part for their modified deposit requirement. 

  Now I'm going to have to pay my mortgage late because,

  1st) I have to wait to receive the new phone to transfer my accounts from the old phone to the new one.

  2nd) afterwards I have to wait a few days for ******* to confirm they received the defective phone.

  3rd) per their customer service email, it takes 5 to 10 days for ******* to refund the security deposit, then 2-3 business days more for my bank to release the funds back to my account. 

  To remedy their wrong they'd have to refund my deposit today so the funds could hopefully be in my bank account by the 1st or at least a fewer more days after the 1st so  I won't be too late in paying my monthly mortgage. 

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

  Customer Answer

  Date: 06/30/2023

  Hi, 
  
  I mailed out the defective phone on Wed (6/28/23).
  
  There is nothing to inspect since the phone is damaged and all it requires is a return. 
  Please release my ($990) security deposit immediately today. 
  
  Attached is picture proof that the phone has already been delivered back to you. 
  
  **** Tracking ID: ********************** 
  
  Link to **** tracking history:
  
  ****************************************************************************************************************************************
  
  
  Thank you, 
  **********************;
  
  On Wed, Jun 28, 2023, 7:00 PM *********************** <*****************************************> wrote:
  Dear ********,
  
  Thank you for inquiring about your ************* plan. Im here to help!
  
  Sorry for the delay in response.
  
  As per you reported concern we can see that the claim has already raised and also you have received the replacement device as well.
  
  Please be informed that, as per the tracking, we will receive the device on July 1, 2023. It will take 1-2 business days to verify the device and update your claim. Once verified, the security deposit will be released, and your ************* plan will transfer to your replacement device.
  
  If you have any questions or issues regarding your ************* plan, you can email us at ***************************************** or call us 24/7 toll-free at **************.
  
  Thanks, 
  ***********************
  Team *************. 
  1357092:557833 
  

  
  

  

  Business Response

  Date: 07/11/2023

  Hello BBB,
  
  The defective device was received at our repair center on July 3rd, and we have processed the release of the security deposit amounting to $990 on July 6th, 2023. The refund should reflect in the customer's bank account within 3 to 5 business days. The customer can verify this transaction with their respective bank for confirmation.
  
  Regards
  Team Servify.

• Initial Complaint

  Date:06/24/2023

  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.

  Servify has held on to my refund for cancelled phone replacement service for over a month. They have verified receiving back the phone they sent me and have confirmed the claim is being cancelled, they keep telling us the refund is being issued but nothing happens. There is very little and inconsistent communication from them. Their 1st (and only) line service people lie about leaving notes, disconnect calls after putting you on hold and 'set up' call backs from 'Supervisors' that never happen. I can't even call this a *service. We've called and spent hours on the phone over the last month+. No change in result. They owe us $99 refund and need to cancel the **active claim.

  

  Business Response

  Date: 06/27/2023

  Hello BBB,
  
  After our investigation, we did not find any advance exchange requests linked to the customer's registered mobile number ***********). We only observed two walk-in claims that were raised for the ***** 354178324109566.
  
  To provide the customer with further assistance, we have requested the customer through email with the reference ID of the advance exchange claim for which customer have requested a refund.
  
  Awaiting a response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20231777
  
  I am rejecting this response because the phone number in question is ************
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/11/2023

  Hello BBB,
  
  The credit card dispute raised by the customer has been acknowledged, and we have successfully processed the refund from our end. The transaction was handled by Stripe on June 16th and should already be visible in the customer's credit card summary.
  
  For further clarification, the customer is advised to reach out to their respective bank.
  
  Here are the details of the Stripe transaction:
  
  Payment ID: ***************************
  
  Regards
  Team Servify

  Customer Answer

  Date: 07/31/2023

  Issue resolved, finally.  Thabks BBB !

• Initial Complaint

  Date:06/20/2023

  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 am writing to file a complaint against Servify regarding their poor customer service and the failed repair of my critical device. I am deeply dissatisfied with their handling of my case and feel it is crucial to bring this matter to your attention.On 6/19, I contacted Servify through their phone service and again on 6/20 and was connected with ******* R from ************* Despite providing all the necessary details, including the reference ID, product name, plan name **************** IMEI/Serial number, scheduled date, scheduled time, and service location at UBREAKIFIX/Asurion Tech Repair - Store #***, I received no satisfactory updates or assistance.Throughout the conversation, I expressed my frustration at the lack of progress and the inconvenience caused by the delay in repairing my device, which is vital for my business operations. Despite following their instructions to visit the repair center, I found no resolution or meaningful support. Moreover, being left on hold with ************* for an extended period only added to my disappointment.To make matters worse, the representative focused on selling me a new device, trade-in options, and mentioned additional charges. Instead of addressing my repair issue, the conversation took an inappropriate turn towards sales pitches and revenue generation. This unprofessional behavior further eroded my trust in Servify's commitment to providing quality service to their customers.Given customer service, failed repair, and unprofessional conduct, I firmly believe they have not fulfilled their obligations to provide timely and effective support. I kindly request your intervention to investigate this complaint and ensure that Servify takes immediate action to address the issues raised. Additionally, I seek your guidance on any further steps I can take to resolve this matter.Thank you for your attention to this complaint. I trust in your ability to address the concerns raised and assist in avoiding others frustration

  

  Business Response

  Date: 06/23/2023

  Hello BBB,
  Customer has raised a new walk-in claim request which has been scheduled for 24th June 2023 and we shall inform the particular repair center to process the request on priority.
  Regards
  Team Servify

• Initial Complaint

  Date:06/18/2023

  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.

  2MKYUI2ZKTJI Claim going unresolved.Ive been getting run around from support about a loss claim here in the **, filed on the 10th. It was initially denied because the phone did not have **** guard'. The ******* s23 ultra is a flagship phone, how can it not have the security it advertises? I even sent screenshots of my **** enrollment email, and had a **** secure folder set up. The case was reopened after I sent an email with this information, and requesting the information to whom I address a small claims court summons to. Now for the last 6 days I get the, oh it will be approved in 24 hours which was said every every 24hrs over the last 6 days. Tomorrow will be day 7. If this doesnt get resolved ******* will lose a long time customer over this scam of a partnership with Servify.

  

  Business Response

  Date: 06/21/2023

  Dear BBB,
  
  We are looking into the concern. We have already escalated this matter to the relevant team and will update the customer shortly.
  
  Regards
  Team **********************

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20202207
  
  I am rejecting this response because:
   SAme copy and paste responses. Again claiming that the phone is not secure enough to be covered under insurance policy. Have sent proof of security several times. Requested addresse to send court summons to and am being ignored.

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

  

  Business Response

  Date: 06/24/2023

  Dear BBB,
  We would like to inform you that a new loss claim has been raised by a customer. Our claims department has reviewed and approved the claim as an exception.
  We have already notified our inventory team to prioritize the dispatch of the replacement device to the customer. The customer has also been duly informed about these developments.
  Best regards,
  Servify Team

  Customer Answer

  Date: 06/28/2023

   
  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. Servify delivered goods as per the insurance policy. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/10/2023

  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 purchased a ************* with Theft and Loss on 01/29/2021 and the coverage ends on 01/27/2024 for a ******* Galaxy S21 phone. To file a claim you need to file the claim on-line at ********us.servify.tech/devices. I tried to file claim on Saturday, 06/03/2023 but the web site will not allow me. The website says Sorry, your request cant be raised. Your plan benefits arent active yet. I believe the reason I cant file online is due to how they have the account set up, and i made their tech team aware of that and sent a screen shot of what I see online. I also called and got a representative and they stated they would put in a ticket and I would hear back from them in ***** hours. On Tuesday the system still did not allow me to process my claim, I called and got the same answer, after multiple attempts to include email to their tech department with no resolve, I had no choice but to purchase another phone on Friday 06/09/2023 which I should receive on Tuesday-06/13/2023. Nobody at this company says I dont qualify for a replacement phone, but nobody cant seem to help me get it done.

  

  Business Response

  Date: 06/14/2023

  Hello BBB,
  Customer ******* care+ issue has been resolved. Now customer can raise a claim for his ******* device and the same has been informed to the customer accordingly.
  Regards
  Team **********************

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20170629
  
  I am rejecting this response because:  I am now able to get into the system to create a ticket, but it will only allow for a repair and water damage but not for a lost phone.  The person I responded to said they are working on it.  Also I am going to be out money for having to purchase another phone and it doesn't appear that Sevify has a way to address this, and or credit me for my overall loss.  They are going to require me to pay a fee for the loss and have not and I believe cannot address this as their internal systems will not allow it.  I need assistance from someone that can work outside their automated system to make me whole from the loss I am and will experience to get my replacement phone or just pay for me having to purchase a new phone because this process has left me without a phone for several weeks now had i not decided to purchase a new phone.  See attached for this purchase.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/21/2023

  Dear BBB,
  
  We are providing reimbursement for the replacement device customer purchased, in the form of a digital check. Please note that the reimbursement amount will be reduced by the mandatory deductibles. We have requested further details from the customer to proceed further.
  
  Regards
  Team Servify

• Initial Complaint

  Date:06/10/2023

  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.

  To whom it may concern - I placed a claim on May 15 and May 17 for a damaged screen phone. I was informed that I needed to submit a claim for the refurbished phone on May 17th. The refurbished phone didn't work properly. I was advised to send the refurbished phone back to the company per servify. I mailed the phone back within the 10 day as requested on may 24. June 6th, I received an email stating the amount of $737 was withdrawn from my account. I called in and was forwarded serval times to be told they see it was received, however I would need to send a email to get my refund, per **** (he refused to give his last initial or identifying information). I haven't had a reply yet or anything. I want a refund as soon as possible, I followed your company's instructions and I have yet to get my phone fixed. I have been affected for going on a month and there is no resolution and $737 was stolen from my account from your company. I want my money back today.All of this was done because servify wouldn't allow the authorized service to simply fix the screen. I sat with the manager of ubreakit on ********** in *******, **. He informed me that servify has cancelled my claim or will not approve the fix. He plead with the reps over the phone he could fix it and he just needed the approval, servify would deny the claim. We attempted twice. I asked to pay out of pocket to get around it, however there's a process where the service agents can't get around because it's a insured phone by servify. ultimately blocking me from getting my phone fixed unless I cancel the insurance. So, I sent the refurbished phone back. Waited about 10 days and requested to cancel the he plan. I asked several times to make sure there's isn't any claim active so I could get my money back. The rep put me on hold and then cancelled my insurance plan. I'm suffering because of servify over $1500 lost. Phone broke still claim #4GYLCJIO1XPV IME#*************** agent name : **** (last name?)

  

  Business Response

  Date: 06/13/2023

  Hello BBB,
  
  We can confirm that the replacement device has been returned to our repair center and we have it accepted with no issue. Claim ID ************ will be issued an Security Deposit refund. That refund should be issued within 24 hours. 
  
  We are also canceling the current claim request and shall refund the $99 deductible back to the customer, and will swap the **** back to original defective device in ******* care+ plan.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20169092
  
  I am rejecting this response because: its been over 24 hours and there isn't a deposit. I will agree when my money is refunded. 

  Thankful for the bbb complaint, there was no response to my emails.  I'm waiting for your follow through before this is resolved. 

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

  

  Business Response

  Date: 06/16/2023

  Hello BBB,
  
  Customer's claim has now been canceled, IMEI swapped back to original in plan ***************, and $99 deductible has been refunded. Their Security Deposit was previously refunded on 6-13-2023.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20169092
  
  I am rejecting this response because: there is no refund for my security deposit of $737.37. I have received the claim refund of $99. I called my bank to ask if there was a refund or payment on hold ************* customer service confirmed that there isn't any holds or refunds coming from this company or reflected in my account. The debt from Servify also shows its a re-occuring charge. That should not be. I am looking for the security deposit and it has exceeded the 24 hours you suggested it would be. I have attached our latest communication. Servify has also reinstituted my insurance. I didnt ask for that to be added back. I dont want the insurance and I want my $737.37. I never asked for this to be added back. I specifically cancelled the insurance once the claim for the refurbished phone was returned and my money was refunded. Servify would not allow my phone to get fixed any other way. Please send my refund as soon as possible. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/21/2023

  Dear BBB,
  
  We are in the process of verifying with our banking partner to ensure that the refunds have been initiated from our side, and they shall be deposited into customer's source account. We shall update the customer accordingly.
  
  Regards
  Team Servify
  
  

  Customer Answer

  Date: 06/26/2023

   
  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. I have received my security payment and claim  .. 1 month later   . Yet complete
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/07/2023

  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 phone purchased in 8/21 purchased through ******** which was replaced through the ******* care+ plan in 11/22. Now the replacement device speakers and inside screen do not work and when i try to file a claim through the ******* care site, it shows the the insurance plan is back on the old device, even though it was placed on the new device and for some reason it was then switched back to the old device which i no longer have as that was sent in to ******* when i got my replacement device (i have screen shots showing this). I was told i needed to email their "backend team" which i did back on may 19, 2023 (i have the whole email chain screen shots). I keep being told to repeatedly wait ***** hours which i do then I call back and get told the same thing, or that they will transfer me to directly to the back end team, but in actuality they transfer me to the main line and I have to restart the conversation again. I can provide call logs. since I am not getting helped via email i have been calling the servify number direct and they tell me they are "escalating" it to their back end team. This has also been going on for nearly 3 weeks. They have been rude and flippant and dismiss the nature of my call. I ask to speak with a supervisor and they put me on hold and come back and say the supervisor is busy with another caller. I need help in resolving the issue. I am not even trying to get anything out of it other than for them to hold up their end of the service plan that I PAY for!

  

  Business Response

  Date: 06/13/2023

  Hello BBB,
  
  We have already escalated the **** concern to the ******* team and ******* team is checking internally with Asurion to resolve the **** plan transfer issue customer is facing. We shall update the customer accordingly.
  
  Regards
  Team Servify

  Customer Answer

  Date: 06/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is what they have been telling me for last 2.5 weeks with no solution as of yet. I will not drop this case until I have received relief in the form of a equal or better replacement device. Even this morning they contacted me telling me they were still working on it, but then tried to charge $99 me for having them exchange my device.

  nothing on the ******* care+ plan says there is a $99 for any of there services. and I have already used the care plus plan in novemeber, when it was run through asurion, and they exchanged my device for FREE!

   

  I have included their email requesting that I pay, after such intolerable service and a copy of the ******* care website.

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

  

  Business Response

  Date: 06/14/2023

  Dear BBB,
  
  We would like to inform you that we are making an exception in this case and refunding the deductible amount of $99 that the customer has paid. Additionally, we have sent a replacement device, the * Fold 3, to the customer. This replacement device is of the same variant as the customer's defective device and aligns with the ************* claim process.
  
  Best regards,
  Servify Team

  Customer Answer

  Date: 06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really satisfactory to me but at this point I am fed up with the process and dropping the issue.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/19/2023

  Type:Sales and Advertising 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.

  When going through the insurance replacement process, I was only ever informed of $99.00 fee. No where did they mention a security deposit. AND to be sure about this I went back through the screens where it states the closest thing is this: 'We'll send you a replacement device, after receiving it, youll need to return your defective device. The replacement cost of $615.83 will be charged IF the defective device is not returned. Admin fee: $99.00"I got charged the $99.00 and simulataenously $615.83 from my account immediately. When I called about this they said, "this is the security deposit you will get it back when the phone gets back to **." NO WHERE IN ANY PROCESS DID I READ OR AGREE TO SAID SECURITY DEPOSIT NOR WAS I PREPARED FOR THIS WITHDRAWL! THERE WAS 0 INFORMED CONSENT. THIS IS ILLEGAL! ITs not even in there Terms and Conditions. Lawsuit following for the protection of the general public from companies like this. ******************************************************************************************* this is their terms and conditions and screen shot attached shows the only information. Never was this money mentioned as a deposit and that they were taking it from my account. Most people do not have ****** in their account for coverage which IS WHY THEY HAVE INSURANCE!!!!! Thankfully I had savings I was able to move to my account. Most of ******* does not have that. THis post is for ******* and you can bet I wont stop here.

  

  Business Response

  Date: 05/24/2023

  Hello BBB,
  
  Customer gets the information on the web portal claim journey regarding the deductibles and card hold while raising a claim under the ******* care+ plan.
  
  Also, the card hold shall be released once the customer sends the defective device back to us.
  
  Regards
  Team Servify

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20082906
  
  I am rejecting this response because: they do not get the information in the portal anywhere. I stepped through it again and again. There is zero information on this security deposit anywhere. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/25/2023

  Hello BBB,
  
  We have attached the screenshots in which the security deposit hold on the card information is visible during claim raise process.
  
  Regards
  Team Servify

• Initial Complaint

  Date:05/12/2023

  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.

  *************** <****************>Mon, 8 May, 15:40 (4 days ago)to socialmedia, samsungmxcare It has now been over a month since I first made the claim for a repair on April 6th (ref. HWOEV2NBBSIW) I took the device into the UbreakIFix store that I was refered to by ************ Plus trough Servify and was told that ******* had not yet authorized using the part for the repair until April 20th, I rescheduled the walk in repair and I went again on April 20th for the repair and they told me that I had to cancel and create a new service request (ref. AUPXEK4K9YOO). So I did but UbreakIfix did not receive the work order from Servify, I called and was told that there was a back end error that was not allowing UbreakIfix to receive the work order from Servify and that it would be fixed in 48 hours, I called back in 48 hours and was told that Servify would cancel the request and create a new one (ref. YVYBIYHYMZLC) and to wait another 48 hours. Finally I called again and was told that Servify could not do a walk-in repair and that they would once again cancel the request and create a new one for mail in repair (ref. VXYK0RQS762V). I shipped my device on Apr 28th and *** marked it as "arrived" on May 2nd (1Z8YE7343528815905). We're now on May 8th and the device is still not marked as received on Servify's website. I called in today and was first told that it was already being worked on and then told that there was a shortage of parts and there would be a delay but they could not give me an ETA, and to call back tomorrow all during the same call, I believe I've been patient enough. This is not the kind of service that I would expect from a brand like *******. I need a resolution to this problem.

  

  Business Response

  Date: 05/17/2023

  Hello BBB,
  
  We have offered two repair option to the customer to resolve the customer's concern.
  
  Awaiting response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 05/17/2023

   
  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,
  
  ***************