Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The place orders the wrong screen size screen based on what I thought was the size. Blames the customer when a company who fixes phones should know their products. Was Charged $80 for " labor" that was never done because the screen didn't fit. Basically theft of services. DO NOT TRUST THIS SHADY IGNORANT BUSINESS. UNLESS YOU LIKE PAYING FOR NOTHING.SEE YA IN COURT

  Business response

  02/12/2024

  Her husband came to my repair shop and asked us to repair his device. We asked for the model number and he gave us one. I asked sever times if he was sure and he answered yes. He then left to get cash and on his return we also asked him again if he was certain he was sure about the model number and he said yes. We ordered the screen and when the screen arrived I realized that the screen that came in was larger than his, I immediately called to let them know it was an easy fix but they would have to wait another day to get the right screen. The wife was upset to hear that the wrong screen came in even though it was the model her husband claimed it to be. The phones was taken apart in preparation for the new screen which consumed the labor fee. We gave the costumer back the price of the part but kept the labor fee cause work was done to the device. It could have been rectified but she refused because she feels its our fault. It seems like her position in life makes her feel like she is above basic understanding. We have been in business for over 10 years helping the community and refuse to be bullied by a *****. We full  Video of her husband giving us the information and her ridiculous childish antics that was captured in 4k video. People like her should be ashamed, you work for a great organization like FIT yet acting like a child. Please grow up. 

  Customer response

  02/13/2024

   
  Complaint: 21280832
  
  I am rejecting this response because:
  No labor was performed on the phone. 
  A company that solely repairs cell phone screens should probably know what screen to order and double check the customers information. I did try to resolve by calling to say go ahead and complete the job with a reply of we are not giving your money back. They also tried to charge an extra $25 after the quote was already given and paid for. Also no receipt was ever sent until I repeatedly asked for it. 
  Any actions referred to(false) have nothing to do with the fact that money was stolen from us. No labor was performed. I am requesting $80 refund, plus taxes on the screen. 
  Sincerely,

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

  Business response

  02/15/2024

  Hello, so the labor was $80 and was for me removing the original screen and to replace it with a new screen. The original screen WAS removed the same day it was dropped off for repair. When the screen was received we promptly called to let them know we would have to get a different screen due to being given the wrong model by the husband. My plans were to get the right screen and install it the very next business day. The costumer decided that they wanted a refund instead. So I put the old screen back onto the device to be picked up. Labor was done to the phone and the only reason why it was not repaired  with the new screen, was due to the costumer demanding we put it together for pick up. If the phone was never taken apart I would 100% give that back. But I tried to remedy the situation peacefully by getting the right screen and installing it. The additional $20 was for the actual screen part price being $20 more. 

  Customer response

  02/25/2024

   
  Complaint: 21280832
  
  I am rejecting this response because:
  No labor was done. This places First response was oh we cant return the screen when his wife had already said they could. Then it was oh im not returning the labor cost. Upon taking it to fix it after we got the phone back it was obvious the phone was never taken apart- the seal was not broken! Why take the  phone apart the night before if the part needed is not even there. I will stand by my statement that a business that is strictly in the screen fixing business should not just take a customers word for what parts are needed to replace the screen. Most ridiculous thing ive ever heard.
  Also after my complaint the business rescinded the invoice they sent me via email???  But I do have a copy of it attached along with transcripts of voicemails.

   

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

  Business response

  03/07/2024

  ***

  Business response

  03/07/2024

  The phones WAS taken apart and the deal was replaced to keep the ip67 water resistance. The reason why I prep the screens a day before is because Im very busy and I like to prep for incoming repairs. Being in business as long I have been you learn to prep repairs to make things go easier. She is also lying about us sending the screen back. When i spoke to her I specifically told her thats we could send the screen back and get it replaced. She decided to get a refund when I told her that they were responsible due to giving the wrong model but it could be replaced. She decided to get argumentative and become a frantic drama queen. Then demanded the refund. This whole situation could have been avoided very easily but did not due to someones ego. I will not refund the labor. Its crazy that someone her age is acting this way. She should be better being in the position she is in. Absolutely ridiculous.

  Customer response

  03/07/2024

   
  Complaint: 21280832
  
  I am rejecting this response because:

  The wife told me on a phone conversation that she completely understood that we needed the phone back and verbally agreed to a refund and even asked if we paid via cash or credit card. I said that I would be in to pick up the phone and she said ok thats totally fine. Im guessing the owner did not like that she did that and called back refusing to refund. 
  I was leaving town and needed the phone back. 
  Upon arrival to retrieve the phone I could hear her in the back saying this is really f****** ******* me off to which she claimed she was talking about her daughter. Sad if true because I wouldnt speak that way to my children. 
  I even agreed to half the labor back after the claim of taking the phone apart ahead of time. To which the response was no because you talked rude to my husband. Not really a legal reason to refuse a refund? ******** and not a very good business practice. 
  As far as the continuing reference to my status I am not sure what this means? Perhaps that I am white and this is a black owned business ?

   Do better. Know your product. Treat people with respect and you shall gain respect. 
  
  Sincerely,
  
  ***************************

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