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:04/25/2023

  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 dropped my OnePlus 10+pro and it stopped working, I purchased the best insurance package to cover accidental damage. I initiated claim number FIVSHKWH1PPF on March 19, 2023. The last update on Servify's website is on March 23, 2023. I have confirmed that the device was received on March 24, 2023. This is the last update on their website. I have called at least 15 times to get an update, I am told it has been escalated to their backend team and give them ***** hours for them to provide me with an update, this has never happened. On April 14, I was informed by servify that a replacement device was shipped to my home on April 1, 2023. I let the rep know that I was out of town from March 27- April 10, there was no device on my porch when I returned home. She she would be sure to get this resolved and provide an update in ***** hours which is what they say everytime and do nothing. This is a copy of the email she sent me April 14, 2023:Greetings from Servify! We would kindly request you to please allow us sometime as we have forwarded your concern to our relevant team to ensure we do the needful.Be rest assured, we shall definitely try our best to help you out. Should you have any additional questions/comments please feel free to write back to us at ************************************** or call us on ************* between 8:30am to 10:30pm ET, all days. Thanks,*********************** Team Servify Everyday they have no information,I call and wait on hold for a couple hours then the center is closed. Today I was hung up on 3 times because I told them it's unacceptable that I do not have a phone for over a month and that they claim to have sent a new device via Amazon, if that's the case they contact the seller and let them know device never received and the new device will be shipped. I have emailed asking them to resolve this immediately & when I will be getting my replacement device or I will file suit in small claims court. No reply. I want this resolved immediately.

  

  Business Response

  Date: 04/27/2023

  Dear BBB,
  
  As per the latest update from our internal team,
  
  Amazon has confirmed us that the replacement which was shipped from our end was lost in transit so we have ordered another replacement for the customer from Amazon and the same will be delivered to the customer address by 1st may 2023 as per amazon tracking- Amazon Order: ORDER # ***-8845279-2395442.
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 04/29/2023

   
  Better Business Bureau:
  

  The replacement phone arrived today.  Thank you very much. 
  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:04/20/2023

  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 regretfully reaching out about a claim I made with Servify that is not being processed efficiently. Ticket: ******* The claim has been in limbo for two weeks now and I cannot seem to make any progress with the ************ phone number and am being ignored repeatedly when reaching out over email ******************************* fact, I am on hold now and have been on the phone for 3 hours today alone! I have spent an unreasonable amount of hours on the phone, having to call almost every day to be told that they want something new, I have been asked to share one picture after another after another, and every time I provided the Servify team with what they requested they ask for something else! I am tired of going in circles here!I've sent this team a dozen photos and even a video at this point!When I spoke to a supervisor on 4/18/2023 at around 6:45 PM Central Time (CT) I was told this was approved/processed and that a replacement would be on its way the following day. She mentioned it comes from either Amazon or Best Buy and that it would arrive just a few days after shipping. When I called in two days later to check in I was told that this was untrue, is it normal procedure to lie to your clients?I know these phone calls are recorded as I verified that with the staff.All I ask is that the warranty I paid for is applied here to repair/replace my broken ******** I am exhausted with this process and completely turned off of the **** brand at this point. I spent a lot of money on this TV and even more to protect it and yet here I am wasting hours and hours of my time fighting tooth and nail just to get this very simple claim processed with you!

  

  Business Response

  Date: 04/22/2023

  Dear BBB,
  
  We have requested additional details from the customer to confirm the serial number of the ** and damage occurred to proceed the claim request further.
  
  Awaiting response from the customer.
  
  Regards
  Team **********************

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19962411
  
  I am rejecting this response because it is not a resolution. I am attaching the ******* serial number per your request.

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

• Initial Complaint

  Date:04/17/2023

  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 purchased a new ******* Ultra S23 in February. I purchased ******* Care Plus directly through ******** On or about April 3rd I cracked my screen. With the ******* Care Plus plan I am to pay $29 per screen repair. I have contacted ******* Care no less than a dozen times by phone, email and their texting system. I can not get them to authorize the phone being repaired. They say it's under manufactures warranty and immediately transfer me to ******* warranty department. Of course ******* denies the claim because it's a cracked screen and transfers me back to ******* Care +. I have also contacted ******* Servify (they are the repair service for ******* Care Plus) via email twice but get only an automated response saying someone will contact me within 48 hours but they never do.

  

  Business Response

  Date: 04/20/2023

  Dear BBB,
  We have informed our relevant team and have arranged a callback for the customer to assist further in processing a claim for customer's ******* device.
  Regards
  Team Servify.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19945526
  
  I am rejecting this response because: It's been ************************************************************ and still no response from you. I provided an alternative phone to you to call even.

  My first attempt weeks ago was the exact same response....We are escalating this and someone will call you within 24 hours. I never did receive a call back then. 

  Still waiting for my call back

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

  

  Business Response

  Date: 04/26/2023

  Hi BBB,
  
  We attempted call to the customer thrice yesterday on the alternate contact number customer have provided but there was no response. We will attempt the callback once again to assist the customer on priority.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19945526
  
  I am rejecting this response because: I sent a screenshot to servify of my phone record from the broken screen phone and the phone I am using temporarily in it's place. It shows that no calls were  made by them to contact me. I contacted them 3 times this past week only to get the message the case has been escalated. They said I could get the phone exchanged for $99 plus a security deposit. No one could tell me how much the security deposit would be.

  Finally late this morning I was able to file a claim on line and approved to have it fixed for $29.  The phone has already been shipped via *** for repairs.

  Servify needs to learn to be truthful with customers as I have copies of all my transactions. It is exactly 4 weeks from my very first contact with them. It should not take this long to finally get a repair authorized. And then they have the audacity to try and upsale and get me to pay $99 rather than $29. ****** learned on my part, no more ******* products.

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

  

  Business Response

  Date: 04/28/2023

  Hi BBB,
  
  As checked,
  
  We can see a Mail-in repair has been raised with Reference id- HSXTSLCYDAXY  and the same is been transit to our repair center. 
  
  We have informed our relevant team to process the Mail-in repair request on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/28/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2023

  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 had my phone replaced under warranty, got new phone, no issues. Went to send back damaged phone and the post office would not accept it due to having the wrong label for cell phones. Called servify immediately, spoke to a rep and explained what the issue he said they would send out correct label. I made sure to ask that I would not be charged for not sending in my damaged phone, he said he verified that I would not. About 10 days later, I had not received new label, but I got charge $999.00. Again immediately contacted them, and days later, still so not have label and am paying interest on a charge that should never have been done. And they will not refund me until I send back phone. They sent me another label, but it wea the exact same as the original. Yet they can not seem to get me the correct label.

  

  Business Response

  Date: 04/13/2023

  Hi BBB,
  
  We have shared new Waybill with the customer to return the defective device. 
  
  Once the defective device is reached our repair center we will refund the security deposit charged back to he customer's source account.
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/08/2023

  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.

  ******* care plan My Zfold phone the product was replaced by Asurion or the ******* brand itself.? the **** was never update with the new phone replaced.After servify taking place they havent solved absolutely in nothing The **** has to be updated for Asurion, but i was told for them would take 4 weeks to resolve this issue.Im still waiting since february.Servify stlll charging me a monthly payment, but i cant take my phone to fixed to Ubreak due the mistake of Asurion and servify.Nobody tell me anything and nobody resolve anything Oif my phone got worse i will be not able to work.I have never had this issue when asurion was in charge of ******* Care plus. After servify taking place all the nightamares started They ask me for emails or a invoice but asurion never send me this to me.

  

  Business Response

  Date: 04/11/2023

  Dear BBB,
  
  IMEI has been updated in ******* care+ portal and customer can now raise a claim under sc+ program.
  
  We are also initiating a refund of the deductible paid for the request raised by the customer.
  
  Regards
  Team **********************
  
  

• Initial Complaint

  Date:04/07/2023

  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, purchase ************ + for my new ******* s23. My screen was cracked and they sent me to an authorized location to fix. It's was only have 3 claims and 4 times of showing up that I was notified that my color was exclusive and they could not fix it in person. After speaking to someone else they filed a new claim to replace the phone and charge me $99 for the deductible. I have been calling every and they keep saying wait 48hours to receive the phone. 5 business days later I still keep getting the same response, I have a broken phone and extremely disappointed in this experience. I've been a ******* owner for years, but this experience may make me switch. So unfortunate. Please beware, the servify company reps tell me they don't have a manager I can speak with nor can they give me a name and ID. If you buy a new ******* do not hold your breath waiting for them to honor what you paid for.

  

  Business Response

  Date: 04/11/2023

  Hi BBB,
  
  Device has been dispatched through waybill number- 396838979351 ***** and soon it shall be delivered to the customer location on priority.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/11/2023

   
  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:04/05/2023

  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.

  ******* switched my insurance from Asurion to Servify. I tried to file a claim for a cracked screen on the website, only to be alerted I would have to call. Why have the option, then? I called and filed the claim, got a claim #, and the location to take it to. Of course, the phone number they gave me was incorrect, but I could look up the correct one online. I made an appointment and had my friend take it in due to a broken car, but they didn't find a claim for me. I got the link to pay for the claim when I hung up and paid it. They told me this happens with Servify. I called Servify the next day, with a large expenditure of time from my work day, to be told they had taken care of it and it should work now. I called the store, and they said they saw it; I made an appointment and took in my phone. Fast forward to when they try to close the ticket so I can pick up my phone. There is no claim. They called Servify to be told I had to call. I got a useless agent who I had to finally hang up on as I wasn't getting anywhere and needed to work. He kept asking me if I wanted to file a claim. Then have to pay another $29; NO, I want my original claim handled. I have been without my phone for over a week because of this. I called yesterday and finally got an agent who seemed to be helpful. He said I needed to give their engineers 24 hours to fix it. It is beyond 24 hours, and I can't get my phone back until they close the ticket. There is no claim in the system when they go to close it. I am getting nowhere in contacting them. I will now be charged $430 from ******* as I cannot make my deadline to return my trade-in. Each call I make is a half hour to 45 minutes of my time. I called them again while I was typing this. After half an hour on the phone, I am told I must pay YET AGAIN. He says I will get a refund in 3-5 business days, but after all this, I do not trust it.

  

  Business Response

  Date: 04/08/2023

  Dear BBB,
  
  Our internal team is coordinating with the **** center directly and we shall confirm the customer once the issue is resolved so that customer can visit the **** center to repair the device.
  
  Apologies for the inconvenience caused.
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/05/2023

  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.

  I purchased ************** and 4 months into the plan, I cracked my screen and the charging ports stopped working properly. I submitted a claim and paid $100 for a replacement phone. Since I got the replacement phone, it has not worked properly. The phone drops calls and when using the speaker phone, my callers hear static and I sound muffled. I contacted SERVIFY twice to resolve this problem, but they keep giving me the run around. They keep telling me they will call me back but never do. I need them to send me a replacement phone.

  

  Business Response

  Date: 04/06/2023

  Dear BBB,
  
  We will have an $0 IW Advance Exchange claim created for this customer and will get another replacement sent out. We will follow up with the customer accordingly
  
  Regards
  Team Servify

• Initial Complaint

  Date:04/03/2023

  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.

  My ******* galaxy z fold 4 had a issue with the wifi 5ghz and wifi 6 from day 1. I thought it would be a software issue but after a couple hard resets and updates, the issue didn't go away, so with 4 months old I contacted with ******* by chat and the representative told me, because I was paying for ******* care plus, "go with them".I contacted by phone with ******* care plus representative and he sent me a 2 days air *** prepaid label and because It was a manufacturer issue warranty, I wouldn't pay for anything.I sent the phone on March, 11, 2023 and *** tracking number says they received it in ***** 3 days later on March, 14, 2023.After so many days, I'm seeing my claim doesn't update and I decided to contact ******* care plus servify.They lied to me saying in 24h there would be an update, and they don't answer back my emails.After 2 weeks, my claim suddenly canceled but with my phone in their hands.Called so many times and each time a diferent representative says me a diferent thing. "It's a glitch", "you have to pay $35 if you want your phone back" or the last one, "we have to create a new claim and we'll send you another phone free but if you don't sent back your old phone will charge you above $1000". How the h*** I'm going to send my phone if YOU HAVE IT!When I said that, the representative asked me about the *** tracking number and he sent an email to the backup team or something like that. But the last thing he told me was again.....in 24h or 48h they will contact me.At this point I'm feeling ******* care plus servify stole my phone and ******* is part of this problem because they were the first ones to advise me to contact to this people.After almost a month, I don't have my phone, and they canceled the claim!!!

  

  Business Response

  Date: 04/06/2023

  Dear BBB,
  
  As per the latest update,
  
  The ********************************* is repairing the device, *************** as an in-warranty service request.
  
  Customer will receive notifications directly from ******* and once the service is completed, the *** will ship the device back to the customer.
  
  Customer has been informed to kindly contact ******* if he needs an update on the repair also he would have received email notifications from *******.
  
  Regards
  Team Servify

  Customer Answer

  Date: 04/06/2023

   
  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:04/02/2023

  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 paying $12.99 per month for "premium" care + to insure my ******* phone since 2020. In January 18, 2023 ******* changed providers from "Asurion" to "Servify." I never opted for insurance under this provider. When my phone broke March 17, 2023 I called to file a claim. Servify claimed that the **** number on my phone did not match their records because I had a phone replaced under ******* in the past and would need to contact ******* to get the correct **** number. I contacted ******* and ******* to get the requested information. Spent hours on the phone with both. I jumped through the hoops and retrieved the information that they requested. When I contacted Servify with the information the rep claimed that I had missed a payment, which was completely untrue. I asked to speak with someone who could complete the claim, and the representative put me on hold for *********************************** I emailed the same information to Servify's "backend Team". Each time I called I requested a reference number for the call, each time they refused to provide one but said the notes would be in the comments. When called the rep claimed not to have any notes and I had to start from the beginning. Calls to Servify customer service:4/02/********* PM 3/**/2023 9:19:33PM 3/28/2023 9:05:09 PM 3/28/2023 7:16:40PM 3/20/2023 4:30:27 PM 3/20/2023 3:14:35PM 3/17/2023 9:31:35AM 4/2/23 In my last call I spoke to a customer service repetitive who stated that "I can not even tell you how many thousands of people have been affected by this same issue we are working on it but I can not do any thing for you because our backend team does not work on the weekend".

  

  Business Response

  Date: 04/03/2023

  Hi BBB,
  
  We wish to inform you that customer new IMEI *************** is updated.
  
  Customer can submit a claim through our web portal in order to get the device fixed: *********************************************************;
  
  Here are a few easy steps to help the customer file the claim.
  1. You will be able to access the web portal by entering your mobile number and the verification code.
  2. You can file a claim by clicking the File Claim option available on the home screen
  3. Verify the details of the damaged device, select the appropriate problem type from the provided options, and click "Continue"
  4. Complete the claim form by entering the required information.
  5. Choose your preferred service mode and the date and time of the ************. The service fees must be paid once you have reviewed all the details
  7. A claim request will be raised now
  8. Additionally, you can track the request update from the home page of the web portal
  
  For more information on the process of filing a claim for your damaged device, please refer to the ******* video below:
  ****************************
  
  
  Regards
  Team Servify