Complaints

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On ******* *** I paid this business a total of ******* in 2 installments in repairing my ******* Galaxy note 9 screen that shattered upon dropping it. All seemed great until a month and a half later when my phone started acting up when I would type. It started overheating and typing random letters that I wasn't inputting. A few weeks later, I pressed the menu screen and the phone screen cracked. I called the owner ****** who told me to bring it back and he'd take a look at it. Problem was that I had already moved to Nevada. He told me to bring it whenever I went to Los Angeles again. Well this last Friday, I finally had time to drive for the weekend to Los Angeles. On **** I show ***** the issues. He proceeds to tell me that because the phone had a crack, it voids his warranty to fix it. I told him that the crack was from his screen product being really flimsy, which he denied. I also told him that my phone overheats and types random letters and seems to consistently malfunction. He tells me there is nothing he can do and basically wasted my 4 hour drive from Vegas to get this resolved. He says the best he can do is to replace the screen again with a marked up price at $185 because prices has gone up for the Samsung Galaxy screen part since I last saw him. Anyhow, I am dissatisfied with his repair job and the cheap quality of his product breaking down so easily. He never really explained his warranty but guaranteed me that his product would fix my phone. This is certainly not the case and I would like to have my money back, which he refuses to do. His repair caused my phone to have more issues than it initially had. I now have to buy a new phone as my phone still continues to type on its own and ********* On top of that a ****** ******* screen from simply ******** on it.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/14) */ Contact Name and Title: ***** ***** Owner Contact Phone: XXXXXXXXXX Contact Email: ********************************* Although, the customer admittedly dropped his phone and cracked it. We will still give the customer their money back. No warranty at any business would warranty physical damage on a screen repair regardless if the customer claims there were pre existing functionality issues or defects. Once, it is physically damaged, warranty is void. In any case, in order to maintain our business standards and reputation, we will honor the refund to the customer. Our final response, we will issue a full refund. We apologize for any inconveniences to anybody this issue may have impacted. Business Response /* (-10, 6, 2022/05/14) */ Business supplied email: ********************************* Use this address for any contact with the Better Business Bureau Consumer Response /* (2000, 8, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate that the business has acknowledged that they will refund me for this. I was just wondering when I will receive that refund and when to expect it by. The phone already had issues upon a month and a half of using it with the repaired screen. It cracked right away on the menu button by just pressing on it. This is why I provided only the photo of the bottom portion of the screen where that damage had occured due to a flimsy product. The phone still has overheating issues and types out random letters which never happened prior to the repair. I've already initiated a dispute with my credit card company on the charges made back in January of this year. If this business provides me a refund before then, I will drop the credit card dispute. However if I still dont see the refund, I will proceed with the dispute and reopen this BBB case. Thank you again for working with me. Consumer Response /* (3000, 15, 2022/05/25) */ I have yet to receive the refund from this business. I was promised a refund and would like to reopen this case Business Response /* (4000, 17, 2022/05/26) */ you need to contact us to receive the refund. We need your info to find the transaction in order to refund you. We need the last 4 digits of your card.

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