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ComplaintsforRed Barn Technology Group, Inc.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I dropped off an **** * ****** to get an hdmi repair . I had to pay an $80.00 deposit for them to look at it and was told it wouldn’t be over $250.00. After several months later I went and picked up the **** * being told it was done and “fixed” and had to pay another $280.00 . No one could tell me why I had to pay more or any explanation, I drove 10 minutes back to my home to plug in the **** * and it still doesn’t work. I then drive back to the store and tell them what is going on and they tell me “ it is what it is , it was working when it left here so we don’t know “ , I later emailed about a refund and was blatantly ignored.Business response
05/15/2023
Hello, my name is Elias. I am a technician with *** **********, and was involved with correspondence on this claim. The two attached files show the ticket history of Mr. ******** device in ******** the web-based ticketing system we use to track customer repairs. In the first file, which shows Repair Ticket #********, the full repair is itemized at $230. In the "Transactions" section, the fee is recorded as paid in full on Feb 24th, 2023 by Mr. ******. In contrast to Mr. ******** claim, no advance deposit was requested. The device was originally taken in December 5th 2022, and repairs were escalated to our partner store **** ***** on December 8th. Some time after that, Mr. ******** device was returned to our location and determined to be in working order post repair, but we were unable to make contact with Mr. ******. There is a gap in correspondence until January 17th 2023, as we awaited the return of Mr. ******s device. I reached out to Mr. ****** by phone and email several times a week for the next month without managing to make direct contact, including a period starting Feb 10 where the provided number was unable to receive calls. Shortly after I left a voicemail informing Mr. ****** that after 45 days without contact his device would be in forfeiture under our repair policy, Mr. ****** paid for the repair and collected his device on Feb 24th. That same day, the device was returned with complaints that the user was still experiencing the same issue. Return repairs are covered for 45 days after the initial repair, but we still took the device in at no charge under the circumstances. **** ***** took the device back in and verified the initial repair but could not restore functionality. The device was out of *** **********'s possession for most of the month of March, and was deemed unfixable/unrepairable after extensive unpaid labor. Mr. ****** asked what else could be done, and our answer was suggesting to send the device to our second partner, ******* *******. He declined, and collected the device at no additional fee on April 10, as recorded in the second attached file. It is not in our policy to provide refunds for labor, and the device was tested functional after the first repair session. No additional payments from Mr. ****** have been recorded past the initial $230 when the device was deemed repaired.Customer response
05/16/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I paid for a service for an **** to be fixed and after paying for it after it was “ fixed” it indeed wasn’t fixed and they didn’t have any answers regarding it besides they can try and send it to some guy in Florida and he “possibly” might be able to fix it. My question is I paid over $230.00 for an **** not to get fixed , and that was the entire point of their services which they did not complete. If you check their reviews I am not the first person this has happened to and I guarantee I won’t be the last unless something is done about it . Regards, ******* ******Business response
05/18/2023
Hello: A few house keeping issues. First off, I apologize that the technician answered directly. I asked him to provide me all the details, and he took that to mean take care of the complaint. I do recognize that this process shoudl involve me looking over the whole situation fairly. Secondly, your numbers do not coincide with our records. You paid a $50 diagnostic fee, and then paid and additinoal $180 when approving the repair. So you paid $230 total. Fixing game consoles is not an easy task, they are not really designed to be repaired. We were hired to fix the HDMI port, which we did. There is no way for us to know if there are other things wrong, becuase cannot test the unit with a bad HDMI port. To replace the HDMI port requires intricate micro soldering, and the continunity of the repair is tested, independent of a full workign system. In short, the repair that was done, is correct, but it appears there are other problems with the board. However in an effort to be accommodating, we do understand this is frustrating to pay $180 for a repair and $50 for a diagnostic and have your unit still not work. Despite the repair of the HDMI port, which we were hired to do, being performed successfully, we woudl be willing to refund the $180 charged for the repair. The $50 is a diagnostic fee, and that is the minimum we a charge simply to take apart and look at the problem. This is not somethign that is refunded under any circumstance. To provide this refund, we woudl need to have the malfunctioning unit returned for recycling or parts, since the premise of the refund is that this unit is not servicable. Please contact us to return the unit, if it is not already in our possession and contact us to process the $180 refund.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.