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:02/28/2023

  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.

  I have been paying for ******* care plus for 5 phones since my family got them in January 2021. I have never had to file a claim until Sunday 2/5/23, when I had a cracked screen and went to the ******* store in ******************** to repair it. They told me they had to replace the screen and the back last, so it would cost more money, but put my phone back in warranty condition. Fast forward to Thursday 2/23/23, when my phone lost all service and could not connect to my network. I contacted my service provider and we tried various fixes, but ultimately tech support decided the phone needed to be replaced. I contacted Servify regarding a device replacement through ******* Care on Friday 2/24 at 10:30 AM. I was told to pay $1, which I did immediately, and then was told there was a 3-5 day time-frame for arrival. I asked to expedite that, because I need a phone by tomorrow. He agreed and said I would have my phone "soon". Saturday night I had still not received shipping information, so I called again at 7:09 PM. After 3 calls, and a half hour wait, someone finally informed me that it hadn't yet shipped, but I would get it "very soon". I have called multiple times since, and yesterday, 2/27, asked to speak to a supervisor. The agent left me on hold for 20 min, then told me the supervisor was unavailable but could get me a callback. I never received a call, and after speaking to ******* and Servify today (with hold times upwards of 40 min), an agent- Denoai- at 11:30 AM informed me that it still has to ship, and he'll let me know about expediting. He told me there are no people in charge to talk to. After I asked for his name, he reluctantly gave it to me then hung up on me. I am beyond frustrated at this point. I have paid insurance monthly and still have no phone, and no one to talk to about it! Even when they answer the phone they still cannot help me! I have kids and cannot be carpooling without a working phone!

  

  Business Response

  Date: 03/03/2023

  Hi BBB,
  
  We are looking into the concern. We have already escalated this matter to the relevant team and will update the customer shortly. Replacement device shall be dispatched on priority and tracking details will be shared with the customer accordingly.
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/28/2023

  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 created a claim with this insurance provider due to ******* switching providers from Asurion to Servify. My screen cracked and a claim was submitted and paid for however it was required that my phone be mailed in. This is very difficult as a lot of people's only means of communication is their cellphones. When questions were asked of how long the repair would take and if there was anyone local that could complete the request, my questions were left unanswered. I received a response for my inability to send phone in and that was to pay a higher price for a replacement phone that they would ship and then hold the full amount of the phone on a credit card. I informed them that I did not have sufficient card balance to do that. I asked to have my payment refunded which was ignored. I was able to secure another phone and ship mine back. They then cancelled my repair after my phone was already shipped. They never informed me of the time required to send phone in and ignored emails asking this.We have communicated our frustration and they issued a new claim after we showed receipt of the phone and I was required to pay another repair fee. They have not communicated when this repair will be completed and returned to me. Each time we have called they do not know of anything regarding my claims and claim the phone has not been received. This started in January and it's been over a month since the initial claim and over 2 weeks since the phone was shipped and received and 5 days since they documented receipt on the new claim. I find this company very difficult to deal with, lack communication issues, language barriers cause issues, and has been a very very unacceptable interaction. We pay for insurance for the security of repair or replacement of our phones and at this point in time we do not know if my phone will ever be returned or repaired.

  

  Business Response

  Date: 03/02/2023

  Hi BBB,
  
  
  We have initiated the refund and amount of the deductible paid by the customer and the same will be credited to source in 4-5 business days.
  
  
  Further, we would like to inform that service repair is completed of the device and it shall be delivered soon via UPS.
  
  
  ****************************************************************************************************************. - device is in transit
  
  
  Customer can track the service request status via web portal ****************************************************
  
  
  Regards
  Team Servify
  

  Customer Answer

  Date: 03/04/2023

   
  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:02/27/2023

  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 have purchased insurance through ******* and ever since the switch to sevify I have an nothing but issues trying to get a replacement phone. I have been without a phone since Feb 12th due to phone blacking out. I filed a claim to be told it was the incorrect IMEI number. I have since gotten my IMEI number updated through ******* to be told its not updated through Servify. I called servify to get it updated and was told it would only take 48 hrs. After 48 hrs I was told the claim was canceled reason unknown. I have been passed around and left on hold on numerous occassions. I just would like to have a replacement phone shipped to my address on file. I have been nothing but patient. It is now going on 3 weeks and no one is willing or capable of resolving.

  

  Business Response

  Date: 03/03/2023

  Hi BBB,
  
  We are looking into the concern. We have already escalated this matter to the relevant team and will update the customer shortly. Replacement device shall be dispatched on priority and tracking details will be shared with the customer accordingly.
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased mobile insurance for my two cellphones from ******* care plus. ******* has a contract with servify. I made an insurance claim and sent my galaxy Z flip 3 cellphone for repairs on January the 24 of 2023. Is been a month since they received my cellphone and nobody tells me anything about my phone status. At this point I just want my cellphone back and a full refund for all the time wasted and lack of service.

  

  Business Response

  Date: 03/02/2023

  Hi BBB,
  
  After checking for coverage against IMEI ***************, it did not have our associated plan contract. ******** Care+)
  
  The device has ******** Premium Coverage" (or Asurion coverage) and customer has to follow up with Asurion customer care - **********
  
  ********************** cannot help in Asurion coverage claim.
  
  Regards
  Team Servify
  
  

• Initial Complaint

  Date:02/23/2023

  Type:Billing 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.

  On 02/20/2023 my phone fell and cracked the screen, immediately I got on the phone with ******* care+ serviced by Servify. after 1.5 hours on the phone I was able to get a person, sadly there were huge communication problems to the point that I had to request to be transfer to another rep. after another hour on hold, I was told they closed for the day to call tomorrow.First thing the next day 02/21/2023 I called again again after 1 hour wait again they answered, explain the situation and asked what were my options. The rep. stated that to repair the screen was $29 but it would take 2 to 3 days (at least) but if I requested a replacement was $99 and will be sent, same or the next day. AS ADVERTISED IN THEIR WEBSITE (Attached screenshots of the page) and since I WORK WITH MY PHONE, of course decided to go that route. paid the $99. I also know that they declaim that is based on "availability" so I asked her if they had one available and said "YES" in black just like yours. So a preside and paid the deductible. Its been 4 days and more that 6 hours on hold with them by calling everyday just to be told that "they don't know when my phone will be sent, to just wait on an email"THIS IS CLEARLY FALSE ADVETISMENT AND A SCAM TO GET PEOPLE TO PAY FOR THE HIGHER DEDUCATBLE KNOWING THAT IS NOT SAME OR NEXT DAY REPLACEMENT AS ADVERTISED AND NEEDS TO STOP.I do Uber, and Instacart to maintain my family, and thanks to them I'm not only out of $99 for the deductible, 100s paid in insurance premium before but also as of TODAY 2/23/2023 4 days or more of work loss worth ****s BBB. need to solve this issue, I have been investigating and there is a huge community of people that were scammed just like me. promised a service that they CANT DELIVER Thank you!!

  

  Business Response

  Date: 02/25/2023

  Hi BBB,
  
  The customer address was incorrect due to which the replacement device was not dispatched. We have connected with the customer and correct address has been shared by the customer. The replacement device shall be shipped now on priority.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19456276
  
  I am rejecting this response because:
  

  After waiting 7 days for a replacement phone that supposedly was "same or next day replacement" AS ADVERTIZED. I received a LOCKED PHONE THAT I HAVE NO USE FOR, BECAUSE I CAN'T REGISTER IT in my network!!!!

  this is just ridiculous and a straight forward disrespect to the users of this insurance company and *******.com and ******* care +.

  its been 7 days now that I haven't been able to work because of the incompetence of the SERVIFY and ******* care team. 

  this company should get audited for false advertisement, and bad business practices

  the customer, its been 
  

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

  

  Business Response

  Date: 03/08/2023

  Hi BBB,
  
  We have already re-shipped an another unlocked replacement and the same is already delivered.
  TR: 395276223440 (FedEx)
  
  Awaiting defective devices from the customer as per claim process
  
  Regards
  Team Servify.

• Initial Complaint

  Date:02/20/2023

  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.

  Hi,I have paid for ******* care+, through Servify. I pay a monthly fee for insurance to my device, so that I can get SAME DAY SERVICE for any repairs. About 2 weeks ago, my phone screen cracked and I filed a repair claim. After dropping off my phone at the designated repair shop, I returned 3 hours later to be told that there is an EROR in my account from ********************************** end, which prevented them from creating a work order and they are unable to repair my phone.I have since been calling ******* care/Servify (since *****) everyday. I needed to wait on hold anywhere between 45min-2hrs and I was given the runaround and told lies! They finally sent me a replacement phone - but it was the WRONG PHONE! And they still havent solved my issue!!! (I was meant to get an UNLOCKED phone, instead they sent me ******* phone - which doesnt work with my carrier.)They've promised to get back to me but they haven't. I have emailed them, but got NO response.I am almost 2 weeks without a working phone and my job is extremely reliant on my phone. I have lost so much work and money!!!I am just appalled at how dysfunctional this company is, and how careless they are about their customers!!!If there is anyway that you can help me would be very grateful!!!

  

  Business Response

  Date: 02/22/2023

  Dear BBB,
  
  As Customer have received a locked device, We are sending the customer another replacement at his location.
  
  
  customer have to ship back your damaged device via the originally provided **** label:  9400136106051448633778.
  
  
  The replacement should arrive at customer address either tomorrow or Thursday. 
  
  
  Customer have to use the **** label inside the box with the newly replacement-shipped device to return the ********locked device.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19438071

  First of all, I still haven't received the new replacement device.
  
  Secondly, I am rejecting this response because:

  A. I was also supposed to receive 2 refunds - $29 and & $70, which I still havent received. And most importantly: 

  B. I want compensation for over TWO WEEKS of not having a phone. I have lost time and money for not having a working phone over these 2 weeks! Just imagine, had I delayed my monthly payment be even one day, I would immediately get a late fee... yet somehow, for the company - who has delayed their promise of same day repair for 15 days - should get away **** free?!?!?!?!?! How is this fair??? 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/28/2023

  Hi,
  I have rejected the response from Servify, and I was wondering if there was any updates on that? 
  Also, the new replacement phone that they sent me is damaged! Every so often throughout the day (a minimum of ***** times throughout each day) the phone stops recognizing the *** card and my calls drop and the service stops. I tried every troubleshoot, but it did not help.
  I reached out to the company and so far no solution. 
  If there is any way that you can help me with this would be greatly appreciated!
  
  ************************;
  

  
  

  

  Business Response

  Date: 03/03/2023

  Hi BBB,
  
  We have requested the customer to share a video recording of the error he is facing in the device to assist him further. Awaiting an update from the customer regarding the same.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19438071
  
  I am rejecting this response because:

  1. I already sent a video FOUR DAYS AGO! And the is issue still hasn't been resolved. 

  2. It's been already 30 days(!!!) since my phone screen cracked, and it still was not resolved!! This is insane for a service that I pay for every month... There must be some kind of proper compensation. 

  3. It's still almost impossible to reach the company via phone, with waiting on hold for up to 2 hrs! And they only respond to emails after a few days.

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

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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 charged a monthly insurance fee on a phone that was returned to them as a "buy back" 5 months ago. Every time I call to resolve the problem, I spend close to an hour on hold. When they go to transfer me to another department, the call is disconnected. The last time I called, I asked how to change the payment account (so I could stop payment from my end) and they disconnected me.

  

  Business Response

  Date: 02/17/2023

  Hi BBB,
  
  Customer has confirmed that issue has been resolved.
  
  VOC- I got to the right department today, and I believe it's been resolved.
  Thank you.
  
  Hence the case is closed from our end.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19418103
  
  I am rejecting this response because: The cancellation date is 3/1/23. Yesterday, the agreement made with Sansung Plus customer service, was that the plan would be canceled immediately, and a refund issurd for the 5 months they charged me after they bought back the phone.
  
  **************************************************

• Initial Complaint

  Date:02/13/2023

  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 bought a phone and a warranty through ******** When I signed up the ************ program used Assurant as their provider but now they've switch to servify. My phone screen cracked 4 weeks ago. Mid January 2023. I live in ********* and Servify reports a glitch in their claims paying center so none of the se4vice centers in my area will fix phones under their warranty. I now am on my 3rd claim and 5th phone call with customer service and still my phone is not fixed, customer service keeps you on hold for 30 minutes then hangs up if they can't answer your questions. This has been a terrible experience there is no reason I cannot get a fix under the warranty after all this time.

  

  Business Response

  Date: 02/14/2023

  Hi BBB,
  
  As repair center is facing technical issues in completing the claim request, we have shared an email with the customer offering alternate repair options to choose from to get the customer's device repaired under ******* care + claim.
  
  Awaiting customer's response on the email.
  
  Regards
  Team Servify

• Initial Complaint

  Date:02/09/2023

  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.

  On February 1, 2023 I cracked the screen on my cell phone. I have an insurance plan through ************ + for Servify repair. I called them early morning to get the problem resolved and after about 1 hour of wait time an employ told me they couldn't do the claim over the phone and I had to use their online system. After completing the online service portal I was able to have an appointment setup in a nearby city to have the phone fixed for $29.99 (this city was a 1 hour drive from my city). After I got to the service center the next morning they informed me that they don't have the parts in to complete the service. The service center told me that Servify has access to their inventory and they never should've let me schedule an appointment there. Later that day I called Servify back and they told me that it was my "problem" that their service center didn't have the repair parts and that if I want the phone fixed I would have to pay $99 to have it fixed because their service center doesn't have the parts. My problem with that is I pay for this insurance because it gives me the ability to pay $29.99 to have a cracked screen repaired the same day the problem occurred. They refuse to give me that option and it is in my contract with them as an option for repair. I shouldn't have to pay more money because their service center doesn't have the parts available. I've spent over 3 hours on the phone with them between 2-1-23 through 2-9-23 trying to resolve this issue and they refuse to assist me on this issue. On 2-8-23 I contacted the service center personally and they told me they were able to get the parts in, I brought the phone in on 2-9-23 (2 hour drive round trip) and after they finished the repair they attempted to charge my Servify insurance (I had setup another online service application after discovering the got parts in). The service was denied via Servify so they reverted the repair. If I can't use Servify service I want a refund on the months I paid for it.

  

  Business Response

  Date: 02/11/2023

  Dear BBB,
  
  As customer is facing issues with the walk- in repair option so we have offered the customer mail -in and advance exchange repair option. We have shared an email with the customer on his registered email id with all the relevant details and we are awaiting an update from the customer.
  
  Regards
  Team **********************

• Initial Complaint

  Date:02/08/2023

  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.

  I'm having issues with ******* care+ (servify )and their insurance that is through servify. I've been in contact for many weeks with runaround and lies. I have called multiple times as well as emails since I've contacted the company several times and I'm constantly being transferred and no one was unable to assist me I have requested to have my imei updated several times and still no luck. Promised was not kept that evertyhing would be sorted out in 48 hours{ Its Been Imost 2 WEEKSi and no resolution to this issue resolved. just want my screen fit in a timely manner as. My business grealy relies on my phone being work att all time.

  

  Business Response

  Date: 02/09/2023

  Dear BBB,
  
  We have already escalated this matter to the relevant team regarding IMEI update on our portal so the claim can be raised on a new IMEI. We shall update the customer accordingly.
  
  Regards
  Team Servify