ComplaintsforAKKO

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased insurance for my new Iphone 14 with AKKO about 2 years ago I have made monthly installments of $12 a month for insurance on the phone. Over two weeks ago I filed a claim because my phone stopped working. The initial start of the claim asked for pictures of damages to my phone, which I provided. Then they asked for video of the phone turning on and off, which I couldn't provide because the phone doesnt power on then they asked for me to plug it up to a power source and video me trying to turn the phone on and off, did that. Then they asked me to take it to a repair shop to have the phone diagnosis and send them a copy of the receipt with the the problem and amount of repairs, I provided that. Now they want a receipt that shows the serial number of the phone, which I can't provide because the phone will not turn on to retrieve that. I have been given the run around about this claim. I have reached out numberous times and all I am getting is do this oh no you have to do this oh you have to do this and apologies for the delays in their response. All I want is my phone fixed!! The claim #*****

  

  Business response

  07/11/2024

  Hi there,
  
  We have reached out to the customer directly and have successfully resolved the matter. Thank you!

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Phone Insurance from AKKO that covers Theft. Reported the phone stolen (It took several days to access the application to file the claim due to being unable to login with the phone being stolen). Submitted all documents as directed (took almost 2 weeks to get the police report). They wanted me to submit a copy of the purchase receipt of the phone along with the police report. Then they wanted me to also submit a screenshot of FINDMYIPHONE showing it "Stolen", well I had immediately disabled my phone when it was stolen and had access to the findmyiphone app and you cannot change that status until that missing phone is powered back on. Then on top of all the time waiting without a phone, days in between responses from the staff. I JUST WANT MY PHONE REPLACED which is why I purchased the plan.

  

  Business response

  07/10/2024

  Hi there,
  
  Thank you for getting back to us, and we are sorry for any confusion here.
  
  When adding your device to your account with **********************, you are prompted to turn on device tracking. If you say that you do not want to use device tracking, our app shares that you will be forfeiting theft protection by not turning this on. Despite it not being on, our team has tried to make an exception, by seeing if you had tracking on elsewhere. If you had tracking on up until the device was stolen, you may show our team the history of that, and we can review that to attempt to make an exception here.
  
  Our team has been doing everything we can to get this claim processed for you, and we apologize for any delays from the police department that you had to face here. Our team will continue to work with you to get whatever information we can, to try and proceed here, despite not having all of the proper information yet.
  
  Thank you,

  Customer response

  07/11/2024

   
  Complaint: 21964544
  
  I am rejecting this response because:

  Contrary to what the business respondent is alleging, tracking for my phone was on. The company representatives also asked me to get additional information added to an existing police report (from the report filed for the theft). As a private citizen, I cannot compel a governmental agency to modify an official report. After almost a month of back and forth communication with AKKO (that is the name they are doing business under), and submitting several requested documents and being without a phone, I am inconvenienced and negatively materially affected due to AKKO's apparent refusal to uphold their stated agreement. Additionally, it should be noted that the insurance license they have officially listed ********************** of Insurance License# ******** is for "Elite Risk ********************** Service Solutions". I am wholly disappointed in my experience with AKKO and would strongly suggest to any consumer looking to them for device ********************** to avoid using this company, that in my opinion does not exhibit the kind of behaviors that a "Better Business Bureau" company should espouse. Very Disappointed. 

   

   Sincerely,

  
  ***********************

  

  Business response

  07/11/2024

  Hi there,
  
  Our team has checked this claim. In your claim thread we stated that the tracking was approved, and we are waiting for a police report filed correctly. The police report provided did not contain the **** or descriptive information for the device. 
  
  Once we have that, the claim will be approved. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AKKO sent me an email on 6/26/2024 at 12:22 PM telling me that my claim for my iPhone 13 ******************* has been approved. They also told me that I would receive payment for my replacement within 12 business hours of the approval. It is now saturday which is over their 12 business hour promise. Technically I've waited 20 1/2 business hours. I've called the contact numbers on their website. All I get is an automated recording telling me to send them an email or to use their chat assistant on the website. I've sent numerous emails to the people who have emailed me during my claim process and all of a sudden they've all gone silent on me. I used the chat assistant on the website and its an automated responder telling me that someone will get in touch with me through the email I gave them at the begining of the chat. Its been three business days since I've chatted with this chat assistant and I've not heard one single peep from AKKO. Their response is lackadaisical at best. I conduct business on my iphone and im currently using the only thing available to me which is an 8 year old android. Any iphone user knows the struggle and obstacles you CANT over come without access to you icloud account or your iPhone. Especially when having to temporarily use an android after having an iPhone your entire life. I don't see any justification in why they are holding my payment from me or why they are blatantly ignoring me.

  

  Business response

  07/01/2024

  Hi ****,
  
  We do apologize for the delay in your claim here. Our team has received a larger than average volume of inquiries this week, and we are currently looking into processes to make sure delays like this do not happen in the future. 
  
  I see that our team has sent a payout to you since you reached out here, if you have any issues receiving it please let us know. We appreciate your feedback, and for taking the time to share it with us. We'll be using it to continue to improve as we grow!

  Customer response

  07/01/2024

   
  Complaint: 21921446
  
  I am rejecting this response because, I didnt receive payment before I reached out to BBB like you claim. I received payment the day after I reached out to BBB. Further more, I will remove this complaint once my account has been canceled with you guys and once my prorated payment for my subscription is refunded back to account. 
  
  Sincerely,
  
  *********************

  

  Business response

  07/02/2024

  Hi there,

  Just wanted to send clarification, that, by the time we responded, the claim was paid. To confirm, as per your request, your account has been cancelled and a pro-rated refund applied. Please let us know if you have any other questions!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THis is the 10th time I've written this,. AKKO has not responded after I sent in all the pertinent info. I need to send my phone in for repair. Audio cuts out intermittently when listening to music. I've replaced *** receptacle (I paid $700 to ****** thinking that it was the gear component, and it wasn't) I've replaced the *** cable for a fancy one ($30) and that wasn't the problem. I need my Phone fixed....

  

  Business response

  06/07/2024

  Hi there,
  
  We're sorry for any confusion here, we see that your claim is in a state of us waiting on information from you in our dashboard. 
  
  We will take you out of the flow in our claims app, and have a member of our team email you to handle your claim manually as it seems you are having some difficulty here.
  
  Please look out for an email before EOD today!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my subscription over a year ago. Yesterday (June 5th) my debit account was charged $113.82 for a service I had cancelled long ago. I have been attempting to reach this business via email, phone, text, online message forum, and have yet to receive any kind of response other than a bot with outdated links to resolve my issue. When attempting to cancel in order to get a refund (I have already canceled my plan), the mobile app crashes. A similar situation happens with the website. I am unable to cancel or receive a refund and unable to contact the company for support of any kind.

  

  Business response

  06/06/2024

  Hi there,
  
  We have chat and email support open 7 days a week, so we are unsure what you are referring to, if you could provide context or screenshots as to the issues you are facing contacting us. We see no chats or emails from this email address, nor any texts from this phone number. 
  
  As requested, your account has been cancelled and the refund for the latest charged processed. 
  
  Thank you, 

• Initial Complaint

  05/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have signed up may 5th and canceld my plan in less then a week. They keep giving me the run around saying my bank will not accept the refund! I have been waiting almost a whole month and getting the same email response of them trying to process the refund Give me my money back??

  

  Business response

  05/28/2024

  Hi there,

  We are sorry for any confusion, and have added context here as the issue is happening on the bank's end, and we have reached out to Stripe to push as much as we can on our end.
  
  There are many customers of ours who have used Chime, and we haven't run into issues before leads us to believe this is a singular issue that needs to be reviewed by Chime and Stripe. In the instance that there were issues and ***** needed to contact a party, they would not be contacting us, they would contact Stripe, as they are the merchant in this case. Once we process the refund on our end, all communication is between Stripe and the bank of the customer, which is why we are providing you the information that Stripe has given to us. We are sorry for this mixup, but we are not trying in any way to delay this refund. We have asked you to contact ***** only as that is what Stripe has recommended that you do in this instance.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to express my extreme dissatisfaction and concern regarding the deceitful practices and gross negligence displayed by AKKO, a company that has repeatedly failed to uphold basic standards of customer service and accountability.My experience with AKKO has been marked by a series of alarming incidents, including deliberate deception, the deletion of a legitimate claim, and a complete lack of responsibility for their actions.First and foremost, AKKO has repeatedly lied about the status of claims and the publication dates associated with them. This deceitful behavior not only undermines the trust of customers but also raises serious questions about the company's integrity and commitment to transparency.In one particularly egregious instance, AKKO deleted a legitimate claim without justification or notification. This blatant disregard for the rights of customers is unacceptable and speaks to a systemic problem within the company's management and operations.Furthermore, AKKO's insistence on obtaining required information, which I am currently unable to provide, is unreasonable given the circumstances. Instead of demonstrating flexibility and understanding, the company has chosen to ***** its responsibility and place the burden on the customer.It is imperative that ********************** takes immediate action to rectify these issues and hold itself accountable for its actions. This includes reinstating deleted claims, providing clear and accurate information to customers, and adopting a more customer-centric approach to resolving issues.Additionally, AKKO must acknowledge its role in creating this situation and take proactive steps to prevent similar incidents from occurring in the future. This requires a fundamental shift in the company's corporate culture and a renewed commitment to prioritizing the needs and concerns of its customers above all else.

  

  Business response

  05/21/2024

  Hi there,
  
  Thank you for reaching out to us and we are sorry for any confusion or frustration that you have felt during this process. We take these complaints very seriously and would like to address your points. 

  Our team has worked on your claim and tried to provide information throughout this process. We do apologize that, as you claim your TV was damaged while trying to take it off the wall the same day that you signed up. However, our instructions do not state that you need to remove a mounted TV from the wall. 

  There is a 30 day wait period for all claims unless proper photos were uploaded of your device prior to the incident. As you did not upload the proper photographs prior to the incident, our team had no choice but to deny this claim. Waiting periods are an important vessel in protection plans, and are communicated throughout our site, FAQ, and Terms and Conditions. We do our best to be fair, by providing the opportunity to waive the waiting period for screen damage if proper photos are taken prior to the incident, but that was not the case here. 
  
  As this device was claimed to be damaged the same day the customer signed up, without proper photos, the claim was denied as per the Terms that the customer agreed to upon signing up for a plan with AKKO. There have been no deleted claims as stated, and we take matters of dishonesty very seriously. 

  Customer response

  05/22/2024

   
  Complaint: 21733855
  
  I am rejecting this response because: Your are replying with twisted wording to make it look like you have no reasonability. It does not say to take it off the wall however, it does state to take a full picture of the back of your device and a clear picture of the serial number. I never once said i was trying to take it off the wall. Upon trying to take a picture of the serial number that you require, the device mount broke and not only fell on me but massed onto my tv stand damaging both the tv and stand. Why would I not file a claim the same day when your request was the sole reason for it happening.  I should have never had to get behind a ************************************************************************* the about tv screen.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/23/2024

  Thank you for your response.
  
  We do apologize that this happened to you. However, if your mount broke, you would want to contact the company you purchased the mount from to see if they provide any options. 
  
  As we have stated, without proper photos to verify the device's status, we cannot confirm its condition upon you purchasing coverage with AKKO. As such, we have no way to waive the 30 day wait period. We have this wait period and our photo requirements out of fairness for all. We make it clear the requirements for coverage, that way we do not cause confusion for people who are customers or who are looking to sign up. 

  We see that you have already cancelled your plan. Should you choose to sign up again in the future, we'd be happy to provide you with a $100 deductible credit as we value your feedback and appreciate you providing your insight to us. 

  Customer response

  05/24/2024

   
  Complaint: 21733855
  
  I am rejecting this response because:  It's evident that you're attempting to deflect blame and avoid taking responsibility for the situation. Cancelling coverage and placing the blame solely on the mount seems like a convenient way out, but it's crucial to acknowledge your own role in this matter. Had a picture not been required of the back and serial number  the mount and the issue with the ** might have been avoided altogether.
  While the offer of a deductible credit is appreciated, it doesn't address the fundamental issue of accountability. Instead of shifting blame, it's essential to engage in constructive dialogue and find a resolution that respects the responsibilities of both parties involved.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My claim was for a IPhone 11 Pro *** 256. Cracked screen. First of all the website is terrible and you can not speak to a person at all. Secondly they sent me to a repair shop that did not have apple parts. The screen replaced was not an apple screen. Apparently no repair shops can get apple screens. Apple does not allow it. I should have been sent to a certified apple repair. The phone is working but it gives a message that it has a non apple part and may not function properly. This will also make it difficult to sell or trade in. Akko should eat the cost and send me to a certified Apple repair and get an apple screen. Otherwise their services are useless.

  

  Business response

  05/16/2024

  Hi there,
  
  This claim was handled as stated in our terms and conditions which states the following:

  "Repair and Replacement. At Our discretion, We will either: repair Your Protected Equipment using new, refurbished, or reconditioned parts or; replace Your Protected Equipment with a new, reconditioned or rebuilt product of like kind, quality and functionality; Provide reimbursement for Your repairs at an authorized repair servicer; or Provide a cash settlement reflecting the replacement cost of a newly purchased product of equal features and functionality up to the Coverage Amount. Replacement or cash settlement requires You to turn over ownership of the Protected Equipment to AKKO.

  "During the claim, we were not informed that you wished to go to Apple for this repair. As such, we proceeded as we state we would in our terms in conditions and located a highly-rated repair shop near you. The repair was completed successfully and the phone is working as intended. Additionally, any messages regarding non-Apple parts will go away.

  Please note, that upon payment and registering, you are prompted to review our terms and conditions and confirm that you have read, understand and accepted them before proceeding with the processing of your payment.

   However, we will be happy to waive the deductible for this claim due to any confusion.

  Customer response

  05/16/2024

  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

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the handling of my recent claim, which was unfairly denied and summarily canceled. Despite diligently following your instructions, including providing unnecessary photographs of my television's serial number due to an oversight on your part, the ** fell and broke during the process. This accident was a direct result of the unnecessary steps outlined by your company. Furthermore, the lack of support and accountability from your team compounds my frustration. I demand immediate reconsideration of my claim and a thorough review of your policies to rectify this unjust treatment. Your prompt attention to this matter is crucial.

  

  Business response

  05/09/2024

  Hi there,
  
  As our team stated when reaching out regarding your claim, you listed the damage date as April 29th, when you signed up on April 30th. 
  
  We do not cover items that were damaged prior to signing up with AKKO. That, along with our 30 day wait period and improper photos being added to your account, means our team had no action to take, except to deny this claim. 
  
  We're sorry for any disappointment here, if you wish, our team can cancel your plan and provide a full refund if applicable. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into Family Dollar on March 1st, to 4040 S. Meridian in *******, **. I had been in the store just two days prior as well, and the first time, I had noticed the posted signs on the door, stating everything was 50% off, as the store was closing and they needed to dissolve the current inventory. I had no issues at my visit two days prior to 03/01/2024 however, on 03/01, they were extremely busy, and I had a big cart full of stuff. There are only two registers at this store that I've ever seen in use. I live right down the street, so I'm a pretty regular customer, and I was in the store at least every other day, as it was much closer and more convenient for me. I am disabled and a single mom of three boys, so naturally, I thought I was getting a good deal, or I wouldn't have purchased so much at all. I knew when I was given the total that there was no way my items were 50% off, but I was also expecting a receipt for the transaction, so I paid with my card and the cashier immediately started ringing up the next person. I asked for my receipt, and the manager was up in the front by this point, and argued rudely with me and said sorry, "they took our receipt printers, there's nothing we can do." IT WAS NOT POSTED THAT I WOULD NOT GET MY RECEIPT/PROOF OF PURCHASE! After this incident, I tried calling the store and the corporate number online, w/ NO LUCK. Did an online review requesting communication. Other stores won't return or exchange the items. All of the sheets I bought were damaged and had hand written tags like they were damaged/returns, but I hadn't noticed them until I realized on 3/4 that they left the magnetic ink tags attached. I took it all back to the store and plead for them to just exchange the items, as I canNOT use them, and they NEVER should've been on the shelf!!! They heartlessly told me NO, even though "SATISFACTION GUARANTEED OR YOUR MONEY BACK" is on the refund policy online! Wont even exchange items WHICH CAN BE DONE W/O A RECIEPT! PLZ HELP!

  

  Business response

  04/26/2024

  Hi there,
  
  This review seems to be about an entirely different business and not related to AKKO. We recommend you reach out to the company related to your complaint directly so they can assist you. 
  
  All the best. 

*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. ↩