Complaints

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oct 31st 2022 Ubreakifix on ***** drive ,lake charles, Louisiana Early afternoon my wife and I took my Grandsons PS4 to have it repaired. It was repaired in a very professional and timely manner. However when it came time to pay the employee ran our card twice . Said he entered it incorrectly the first time. The amount of $66.11 was paid out twice by our bank as shown in the picture sent . This is the same picture we showed at ubreakifix. The first time we went we were told the manager was the only one who could fix it. We never heard from the manager despite being assured we'd receive a call within the week. The second time we went I was told (and shown on their screen) they only charged us once. There was no transaction number with what was shown to me only my wife's name. I have filed a dispute with our bank at the banks request allowing them to investigate this incident. I have since read online reviews about this establishment and it seems a large portion of bad reviews come as a result of improper billing . I don't believe they accept cash so billing correctly should be paramount.

  Business response

  12/09/2022

  On October 29, **** his wife **** **** came in with a Ps4 complaining that her brother took it apart and the disc drive and the eject button stopped working after. The tech was able to have everything back up and running like normal. With service it came out to $59.99+tax which came up to $66.11. This is where things go left. During check out the internet left, the tech thought it didn't go through. But when the internet came back it showed the customer card went through and he was charged. On our end it shows he was charged only once. But on the customer's end it shows he was charged twice. When he called and told us we asked for proof, he came into the store and showed us his bank statement. After seeing this the tech communicated this to me the manager and I handled it accordingly. I called our card reader company which is mercury and they said that we only charged him once. Just to be sure I called our help desk and they confirmed yes we only charged the customer once even though the internet left during check out. Helpdesk advised me to tell the customer to simply dispute the charges. After I was told this I tried calling the customer but he never seemed to answer. If he would call it would be on the weekend and he would ask for a manager. The tech who would work on the weekend told him that i don't work on the weekends. To try during the week. When he finally calls he complains to me that he's been trying to call the store during the week but no one ever picks up. I know this isn't true because I have someone whose priority is to check in, quickly diagnose devices as they come in and also answer the phone. Not once did she tell me that he called. I even would ask her everyday if Mr.**** or his wife called. She always said no. 

  As for the letter I read his complaint and I see he has said some untruthful things that I would like to clarify. He said that he looked online and said there are alot of bad reviews about improper billing but it was just once with another customer because it was a miscommunication between the customer and his insurance. Because of *** giving out false information people think we are ******* Company. We are Ubreakifix. We have a partnership with *******. We are a center that is authorized  to do repairs. We take in from cell phones to tablets to game consoles. 

  Below I ***ached the work order as proof we only charged him once. 

*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. ↩