ComplaintsforIfixscreens

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On December 2nd, I paid ****** to IFixMyScreens on ***************** for the repair of my son's *** Chromebook and a laptop charger for a different Chromebook. According to their policy, the customer must pay in advance for services rendered. I was told that my order would be ready in six days. I returned to the store ten days later, and the order wasn't ready. Two weeks later, I received a call from the manager explaining that they had ordered the wrong part. He told me to check back in a week. When I texted the manager a week later and learned my order still wasn't ready, I filed a dispute with my bank, *****, to get a refund. Soon after I filed the dispute, the manager reached out to me by phone and offered to replace the *** Chromebook with a brand new one for no extra charge (he said he had connections with the company). I accepted this offer, but when I went to the store (around December 28), I was told that since I had filed the dispute, they could not give me the brand new Chromebook or the charger. I offered to pay again, but since the store assistant (or manager?), *****, was rude to me, I decided to retrieve my original *** Chromebook, take it elsewhere, and not do business with them again. On February 2nd, 2023, I noticed that ***** had reversed my claim for $******. I called the ************************** and explained what happened, but they told me the matter was not in their hands; I would have to receive a refund from the company. When I went in person to the store, the manager ***** was rude again and refused to address my need for a refund-- he inexplicably accused me of scamming his company/store--- but another worker told me to email the company at ******************************** I did email them with the receipt for the purchase and my claim reversal letter from Chase, and have yet to receive a refund. I will need either cash or a check mailed to my address since I no longer have the same debit card I used on 12/2.

  Business response

  02/06/2023

  Good afternoon,

   Please be advised, the customers Chromebook repair was a special order.  Per the company policy, all special orders are to be paid for in advance and are non refundable.  Customer was made aware of this.  When the part arrived, we immediately reached out to customer to inform that the vendor sent the incorrect part.  We were unable to contact the customer until days later.  We reordered the part and repaired the device.  We have text messages in our system evidencing we reached out to the customer and informed her that her device was repaired and ready to be collected.  We then received an alert that there was a chargeback from ********.  She came in on 12/23/2022 to collect her device.  When the technician asked her why did she dispute the charge, she behaved as though she did not know what was going on and then said to the technician "that's because you guys never deliver from your end".  We explained to the customer, if she disputed the charge and we give her the device, this service would have been done for free.  If she calls her bank and reverses the dispute, we will leave the device repaired with our part.  We cannot leave the device repaired with our part from payment that is being disputed.  Customer states she would like her device back and get her money back via bank dispute.  We would have continued the repair if the customer reversed the dispute, however she chose not to do so.   Please see attached signed work authorization/invoice from the customer with our company policy attached in which she was aware of our process and agreed to.  Also please see attached SMS messages between our company and the customer.  

   

  Regards,

  *************** *******  

  Customer response

  02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The manager made a false claim in his response. They never began work to repair my device. My device remains in the same condition as when I brought it in; the screen is still cracked. Nor did I receive the laptop charger I had ordered, which was included in the amount I was charged.

  Tha manager also neglected to mention that he offered to replace my product instead of repairing it. He made this offer over the phone and I accepted. However, when more time passed and he did not respond to my text messages about when I could pick up the device, I began to suspect that I was being deliberately misled. It was then that I decided to file a claim with ***** for a refund. Had he given me the laptop charger and the new Chromebook on the day when I went into the store, on December 24th, I would have had no issue with this company; ***** would have learned that I had received the services I paid for and reversed the claim. Instead, they asked me to pay again. And I was about to do so, but the manager's rudeness was off-putting. I decided to leave the store and not do business with them again. I had expected to receive a repair within a week of 12/2; instead, I was strung along for weeks and now, the manager wants $187 for services that were never rendered. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩