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:04/29/2024

  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 took my iPhone 12 Pro *** to have the back camera and flash repaired. They told me no problem and to come back within 2 hours, the price would be $190.When I went to pick up my phone the employee who fixed it told me everything was repaired, but when he went to check everything after repairing my phone, including the ***** camera, the Face ID feature did not work anymore. I asked why the front camera was replaced as that was not broken. He could not explain this and told me Apple has iPhones set up to not recognize Face ID when parts are switched. I asked if this had ever happened and he said no. Weird, as they do phone repairs for business. He said he would give me a discount of $30 and charge me only $160. I paid in cash. After chatting some more he gave me back $100 more. The next day I received a call from what I presume is the employees personal phone. He told me he wanted to tell me what really happened. He told me he lied to cover up what happened because he was afraid of telling the truth. During the check over of the job the screen slipped forward and tore the wire that allows Face ID to function. He told me he would refund me the additional $60.00 out of his pocket because the shop was "already losing money" and to come in the following Monday, today, 4/29. Today they gave me the money back. He told me it was the employees personal money. The owner was not there and I have yet to hear from him since requesting to speak with him since this occurred on 4/25. I left my phone number to hopefully receive a call back. They broke my phone and will not replace it. The "solution" they offered is to order a new phone and swap the insides of my phone for this one, they quoted $200 for this. I told them I will not pay them to fix THEIR mistake and furthermore have lost all trust in their abilities and business to handle my phone. They lied and attempted to deceive me. If I had not asked questions they would have charged me the full amount and let me go on my way

  Business Response

  Date: 05/16/2024

  Hello I am writing in response to a complaint 21643702-6D8DE. We are sorry for what happened to your phone. Some times mistakes are made and that will sometimes happen in life and that's is expectable, what is never expectable is lying.  ******** was told that do to our fault we would replays broken part on her phone at no charge. All she had to do was bring the phone back in when we received her replacement parts. We always take care of our customers. I have contacted the costumer waiting for response.
  
  
  PhoneStop
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  *************
  

  
  

  Customer Answer

  Date: 05/16/2024

  
  Complaint: 21643702
  
  
  I am rejecting this response because I do not wish to have further work done by this business. They lied and attempted to deceive me when performing work on my phone and while I understand mistakes happen, my experience and trust has been tarnished by their lack of professionalism and honesty. I do not have trust in leaving my personal device with them for any reason. If the mistake had been made and I had not been lied to, I would accept their response. 
  
  
  Furthermore, I spoke with the owner when he called back. I found him to be incredibly abrasive, hostile and defensive. He accused me of trying to get a new phone out of their business. I find it interesting that their business lied and tried to deceive me, and now they are trying to pin this on me. My intention when I initially went to the shop was to get my broken back camera and flash fixed. I had no intentions at that time of replacing my phone. Only now after they have broken my phone am I requesting this. 
  
  
  Sincerely,
  
  
  *****************************