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:02/07/2023

  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.

  Filed and paid for a claim (ref ID: ************* for a replacement device on on Sat, Oct 15, 2022 on behalf of a family member and cancelled claim on a few days later. Servify/Samsung Care+ sent the device anyways and I decided to accept the replacement device for said family member. In the replacement process, they had me pay the $99 deductible again (ref ID: NMQDHQTDNLPI) via payment portal on Thu, Oct 20, 2022. It took me a month and a dozen calls to receive a refund for my initial payment. Due to the hassle in trying to get my refund, I wanted to cancel my Servify/Samsung Care+ plan, but upon a cancellation request, I was prompted with "You cannot be cancelled Please contact the service center." I called in and was informed that there is an existing open claim (there shouldn't be) on my account and the customer service rep said they filed a ticket with the back end team to rectify my issue. This was back on November 14 2022. Since then, I have called in well over a dozen times and had multiple tickets opened (**********, **********, *********, ********** to name a few). Every single call I was informed I'll be refunded for the subsequent months since November and was assured I'll never have to call in again- that the customer representative will give me a follow up on the ticket and refund. I neither received any follow up nor refund. I'm about to be charged again, for the fourth time (totaling up to $44), since I attempted to initiate a refund. Every single call I make to the call center or email that I send in essentially leads to essentially nothing being done by Servify. I emphasized to the ** rep to contact me via the alternative mobile number on profile or e-mail on file, but I never received any follow up. Upon calling in and requesting a ** rep to check the ticket numbers, none of them were updated at any point.I have done everything on my end short of a charge back, and Servify/Samsung Care+ refuses to give me a refund.

  

  Business Response

  Date: 02/09/2023

  Dear BBB,
  
  We are looking into the concern. We have escalated this matter to the ******* internal team as monthly subscription plan cancellation and refund is taken care by ******* team.
  
  We will update the customer accordingly.
  
  Regards
  Team Servify.
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19348448
  
  I am rejecting this response because: I've been told this line every time I called init led nowhere.
  
  Sincerely,
  
   

  

  Business Response

  Date: 02/17/2023

  Hi BBB,
  
  As per the update shared by ******* team, the plan has been cancelled and refunded to the customer.
  
  Regards
  Team **********************
  

  Customer Answer

  Date: 02/26/2023

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

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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 Jan 15 2022 I requested a replacement for a broke device with Request Reference ID ************. ********************** sent device and per agreement requested broken device back. Upon trying to send device back **** denied shipping product because of inappropriate shipping label. I have reached out to servify repeatedly and been told they would handle it. The first time they handled it they sent the same exact label the second time they charged my card. I have reached out to servify 3 times but email and 3 times by phone. I want to send this phone back but servify is failing to understand that **** will not accept a first class label and it has to be ground. I am willing to send the phone back ***** which id pay for which I requested on Feb 3 2022 if servify would accept the resolution.

  

  Business Response

  Date: 02/08/2023

  Hi BBB,
  
  As customer has mentioned that the **** is not accepting the device with the waybill provided by ** due to some issues from **** end. We are looking into the concern. We have escalated this matter to the relevant team and will update the customer shortly.
  
  Regards
  Team **********************

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19345836
  
  I am rejecting this response because: they have stated numerous times they were moving the issue up and still charged my card.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/15/2023

  Hi BBB,
  
  Customer has shipped us the defective device and the same is delivered at our service facility on 13/02/2023 and the same is under further process. once the quality checks are completed we shall release the security deposit charged to the customer as an advance exchange claim process back to the customer account.
  
  Regards
  Team **********************

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19345836
  
  I am rejecting this response because the problem was caused by YOUR CENTER refusing to send the APPROPRIATE shipping label my next step is reaching out to my states attorney general to file a complaint. Your procedures have left my accounts frozen and in the negative. :
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/25/2023

  Hi BBB,
  
  Security deposit has been refunded from our end already on 20th Feb to the customer account and the same will reflect into the source account in 6 to 7 working days. Also, the shipping label through which the device was not getting shipped was an vendor issue and the same has been highlighted to the vendor and the issue has been resolved now.
  
  Regards
  Team Servify.

  Customer Answer

  Date: 02/28/2023

   
  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:02/06/2023

  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 ******* care+ through a monthly subscription to ensure my phone for any accidents. Of the many items this covers, replacing my touch screen when cracked is one of them. I have submitted a claim. The claim has been filed and I have been informed to take my phone to the location I have selected. Upon dropping my phone off I was informed that ******* is having an issue with their system and need to resubmit. When I call them they say it is the authorized vendors system that needs to be fixed. Upon calling ******* I must wait 30min-2hrs on hold. With occasionally experiencing a dropped call after waiting these lengths of time. Each company is pointing fingers while Between the 2 companies I am stuck in the middle with no way to move forward. I do not understand how I am paying for a $12+/mth service for over 2yrs and the one time I plan to use it I have been given the runaround. All while they have already accepted my claim. How am I supposed to be provided a service I am paying for if no one involved know how to work the systems? I have spend hours with no progress.

  

  Business Response

  Date: 02/08/2023

  Hi BBB,
  
  We are initiating the refund of the 29$ paid by the customer as an admin fee for the claim reference id- ************ as the claim request which was raised was not completed successfully due to the repair location facing an error while closing the request.
  
  So we have raised a mail-in repair request (Ref **************** & once the device reaches the service location. We will prioritise the service repair and will deliver the device back to the customer at the mentioned address on priority.
  
  Regards
  Team Servify
  
  

• Initial Complaint

  Date:01/31/2023

  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 an **************** Plan on my **** X80J | 4K Ultra HD | High Dynamic Range (HDR) | ******** ************ Serial Number: *******. I have tried multiple times to get support for my ** as the remote control will not turn the ** on. (I have multiple **** **s and each remote can turn on any **** ** except this one). The first time I called someone answered and told me to call back because I was routed to the ******* support... Now every time I try to call I'm in queue for ***** mins before I hang up.. I need someone to contact me but have no means to contact other than ************.

  

  Business Response

  Date: 02/01/2023

  Dear BBB,
  
  We could not find plan details through contact details shared by customer. 
  
  
  As customer has stated that he has a **** extended warranty plan, he can contact us on our toll free number-24/7 Phone # ************** for further assistance regarding the issue faced in the ** of the customer.
  
  
  Customer can also visit the link to raise a claim for his **- ********************************************
  
  
  T&C of the plan for further details- **************************************************************************************************************

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18961723
  
  I am rejecting this response because:  The original complaint was I am waiting in Queue for long periods of time. The response is telling me to call the same number that I am having issues with. The link provided does not allow submissions on line, rather it only lists the same phone number: ************ and answer time is unacceptable. Here is my contact information: CELL: ************.  Please have someone call me back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get my phone repaired filing a claim and have been unsuccessful. I paid my deductible as requested. The first attempt at the store resulted in me waiting for 2 hours only to be advised by the tech they can't fix my phone because they can't open my ticket as it is giving an error and they couldn't get anyone to assist them to clear it. I called them back and they canceled my original claim which I should get a refund for ($29) and resubmitted another ticket and reassured me that I should no longer have an issue. I went in the store today sat for another two hours and was told that they couldn't close out my order because it was yet again generating an error. I got a rep on the phone and told them what the tech said and was transferred back in the queue then hung up on. The tech had to take the new screen off my phone and put the broken back ok as they can't release my phone back to me without being able to close the ticket. I spent the next 2 hours either on hold,being hung up on or transferred by reps with no resolution. I reached out to ******* directly with no help. You pay a monthly fee for this service but you can't even use it!!!

  

  Business Response

  Date: 02/03/2023

  Dear BBB,
  
  We have connected with the customer through emails and calls and we are coordinating with the customer accordingly to resolve the issue.
  
  Regards
  Team Servify

  Customer Answer

  Date: 02/03/2023

  They have contacted me but I haven't been into the service center yet. My appointment is today and at that time I will know if the issue has been resolved. 
  Complaint: 18955124
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/10/2023

  Today I received a replacement device at no cost since they were not able to repair my phone due to a system error on their end. My issue has been resolved. 

• Initial Complaint

  Date:01/13/2023

  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 was offered an Extended Warranty from **** via e-mail for my a6400 Camera and OSS Lense. After a lot of consideration, I decided to purchase. When I went to use the extended warranty, I was told that my Extended Warranty was invalid because my Purchase Date was inaccurately reported. In my exchange back & forth with them to get a full refund, they claim I purchased the camera on 10/31/2021 and that I registered the warranty on 10/31/2021 at 12:00 AM. When in fact, the purchase of the camera was back in 2019.I have no idea where **** got the purchase date of 10/31/2021. NO WHERE, NOT EVER did I provide a purchase date of 2021. I may have registered the camera with **** and it MAY HAVE been on 10/31/2021 but I would never put in false information as it relates to the purchase date and it's even more remotely possible that I would have registered PRECISELY as 12:00 AM on the same date.Despite my repeated attempts to rationalize with Servify who is the provider of this Extended Warranty, all my claims fall on deaf ears. They are difficult to talk to via phone and email replies takes days.There was supposedly a 30-day refund policy but NO WHERE in the registration process does it explain this. Even further, when I did register for the Extended Warranty, their system crashed bring even more doubt into their systems.The inaccurate capture of a purchase date in their systems is not due to any actions of my own. It is either in ****'s systems or Servify's systems. Not mine.

  

  Business Response

  Date: 01/16/2023

  Dear BBB,
  We have escalated the concern to the relevant team and we are working on it. We shall update the customer with a resolution soon.
  Regards
  Team Servify.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18811134
  
  I am rejecting this response because:IT IS A NON-RESPONSE.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/24/2023

  Dear BBB,
  
  We have initiated the remaining refund to the customer on Jan ********* itself and the amount will be credited into cx account within 5-7 business days. 
  
  
  Camera Model -  ILCE6400/B
  
  Prorated refund amount(This was already refunded):  $67.18
  Remaining refund amount (This was refunded on Jan 18th 2023): $22.81
  Total plan amount: 89.99
  
  Regards
  Team Servify.
  
  

• Initial Complaint

  Date:01/13/2023

  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.

  On 01/03/2022, I was advised my ************ plus was canceled at my request (because I returned the laptop). This cancelation was received about a week before the laptop was actually received by ******** yet after 5-8 business days (your allotted time for refunds), it still hasn't gone back on my ******* Financing account. I have received the refund for my laptop though. I'm am currently on the phone with your business for the third time. I'm on hold to be transferred to my 12th contact. I have been hung up on 3 times, and transferred to the wrong department 8 times. NOBODY is helping me. It seems they're trying to do the opposite. It is illegal to steal my money. So this needs to be rectified immediately. Okay, so I was just lied to and transferred to a virtual assistant for ******** which is a different company. Nobody is helping me. I want my money back now. It needs to be refunded before my next billing date. Service Contract Number :1ABDT6CF

  

  Business Response

  Date: 01/14/2023

  Dear BBB,
  We are checking the additional details with the customer and we have shared an email with the customer on his registered details on ******************* requesting further details to assist him further regarding refund of the plan.
  Regards
  Team Servify.

• Initial Complaint

  Date:01/07/2023

  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.

  Screen was repaired on 9/14/2022 for $321.49. Claim was submitted with servify who services claims for ******************* Coverage is for $100 reimbursement with $25 deductible. After submitting claim thru App, they requested information such as, name, addr, and phone no. There is no way to submit this information via the app. Upon checking my spam folder I realized they had sent me email requesting the same info. I immediately contacted them via phone and they asked to resubmit. After this I have resubmitted the claim 4 times and everytime same issue, get email requesting info, I submit and they say I didn't send. In fact the receipt i uploaded on the app has the information they request. See my attachment. Finally I have no option but to contact BBB to look into servify practices.

  

  Business Response

  Date: 01/09/2023

  Dear BBB,
  
  We have received the customer details required for the claim and the claim will be processed further. We will update the customer through email accordingly.
  
  Regards
  Team Servify.
  
  
  
  

  Customer Answer

  Date: 01/09/2023

   
  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:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'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 Dec 10 2022. It was die to me mistakenly canceling the insurance in which I immediately called same day. They said they'd reinstate it with the new replacement device they sent but all I get is lies. I have all email proof. All they needed to do is transfer the insurance after reinstating it with the new imei abd they have done nothing but give false promises.

  

  Business Response

  Date: 01/04/2023

  Dear BBB,
  
  As the ******* care+ plan was cancelled and it could not be reactivated from our end so we've spoken to the ******* team and they'll contact the consumer directly about what is required to reinstate their subscription for the customer account.
  
  Regards
  Team **********************.
  
  

• Initial Complaint

  Date:12/19/2022

  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 (2) ***** T20 tablets and 2 year full protection plan serviced through Servify. A claim was finally made under reference ID: WJSVDXGEOBZ9.Initial email sent to (**************************************)- "I would like to speak to a manager today.I attempted to place a claim online for my ***** T20 tablet on 11/25/22. After entering all of the information and attempting to submit the claim, a message stating there are no repair locations near me showed up with instructions to call for further assistance.I called (11/25/22), spoke to a representative who stated he did not have access to see where the repair sites were located and he would place the claim for me. He stated I would receive an email on Monday with the claim information and how to mail the tablet for repair. I called twice today *******************/28/22, 3:03 pm CST), both calls were answered by a male named ***********. He stated he was from the ********* team and the "***** team" was not available to answer the call. Stated he could have them call me within 2-3 hours. I asked for an employee ID # or alternative way to identify him- he declined to give me any information. I asked to speak to a manager- his response- that his manager is the manager for the ******* team and would not allow me to speak to them.He gave me ************, he stated this was the *****'s team number, when I attempted to confirm the last 4 digits, he did NOT respond and when I called the number "welcome to ******* Wireless, check the number again" error message.Please educate me on how this representative from another team is going to have the "*****" team call me when he never asked my name, phone number, email or any other identifying information to confirm to the customer.Please have a manager respond to me."********************* 48 hrs) and told would need to wait for a response today or tomorrow. The tablet has been damaged for > 1 month and will likely take 2-3 weeks due to the holidays.

  

  Business Response

  Date: 12/20/2022

  Dear BBB team,
  We are looking into the concern. We have escalated this matter to the relevant team and we shall update the customer shortly. As per the latest update from the concerned team -A replacement device will be shipped out to the customer soon.

  Customer Answer

  Date: 12/22/2022

   
  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 request the company email me to confirm they are following through with sending a replacement tablet and the timeline for estimated arrival.
  

   

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