Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have insurance for my phone for free screen replacement. so Asurion sent me to them to replace my screen. I drove 30 minutes to them. I made this mistake because I have insurance coverage for a free screen replacement, but it cost me 4 hours of my time. ATT selected your store because it is the nearest to my office (24- 30 minutes one way). As I bring my phone, it is in perfect working condition. Even without using the speaker phone, I made a phone call. My story can be verified by reviewing the security cameras. The replacement of the screen will take between one and three hours. One hour later, they contacted me to inform me that the screen had been completed. (The area has so many constructions that it is not your fault, but I would like to add this to my frustration). As I drove back to my office, I took my phone with me (I did not make any telephone calls). When I was in the office, I received a telephone call but I was unable to hear. I opened the speaker just in case and I realized that the person who replaced my screen had failed to properly install the device back correctly to hear who was talking without using the speaker. (I did not have this problem before). As a result, I drove back and **** informed me that I had to file another claim. I told him why. This is a mistake on your part. So I am on the phone on speaker talking to ATT regarding another claim. My phone not fixed and the insurance company is not fixing my phone and the shop as well. everyone is ignoring me. next is i am going to court. they held accountable for their actions

  Business Response

  Date: 10/28/2024

  We understand the customer's frustrations. Our goal is to resolve each device issue to the best of our ability, and we sincerely regret that the repair efforts in this case were not successful.
  
  The good news is that the customers insurance coverage includes an option for a replacement device through an Advanced Exchange. This ensures that, despite the challenges with the repair, they will still receive a working device at no additional cost.
  
  While we recognize this may not be the ideal resolution, this process is in place to provide reliable support in situations like this. If there are any additional questions or if we can provide further assistance, please dont hesitate to reach out.
  
  Thank you for allowing us the opportunity to address this matter.
  
  Sincerely,  
  
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 2, 2023, I took my ******** Z-4 phone to Youbreakifix to have the battery replaced; when I dropped it off, everything worked, just the battery was wearing out. When it was returned, the screen had black blothes over it, so that I had to access apps and text by memory of where the icons used to be. They told me to bring it back in a week if I wanted them to replace the screen (which they admitted that they broke), because they needed time to order a new screen. I took it back, and they replaced the screen, but now the fingerprint reader no longer works. I've tried turning the phone off and on as suggested by commenters on Reddit, to no avail. I returned the phone to Youbreakifix, and they indicated that they would have to replace the screen again in order to fix the fingerprint reader. They kept it for 3 weeks, and since they never called to let me know the status, we returned to their storefront to retrieve the phone. They told us that they had tested the phone, and that everything was good, and if it wasn't, it was a software problem. The phone is not good, the screen protector which I had added is still on the screen (which suggests that they didn't replace the screen as they promised), and I don't believe they did anything but stare at my phone for 3 weeks. I don't have any faith that they are capable of repairing it. What is my recourse, if any?

  Business Response

  Date: 02/20/2024

  Hello ****************************************,
  
  This is ***** from Asurion, District Manager. I apologize that you had a less than satisfactory experience with our ***************** store. However, I understand that we ultimately replaced the damaged screen and calibrated the new one, as we are ******** certified. 
  
  Please correct me if I am mistaken, but it seems that the fingerprint scanner is functional, albeit not with all apps. This issue could stem from various factors, including hardware, software, or app permissions. Since we have replaced the hardware and it is functioning properly, we can deduce that hardware is not the cause. It is more likely a software-related issue, either on ********'s end or within the specific app. I apologize that I cannot provide a more definitive answer.
  
  Please feel free to reach out to us if you have any further questions or concerns.
  
  Thank you,  
  Arron  
  Asurion District Manager

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January **** I shattered my phone u break i fix, fixed the screen. The motherboard was damaged during the repair and my sim card couldn't read. I tried to fix it with ******* and replacing the sim tray with no luck. I brought the phone back and they checked it out, only to break the battery/ charging part of the motherboard. they backed up my photos to the cloud and sent me on my way. I want a refund, or I want someone to data transfer the info to my new phone. i had to buy a new phone because i went so long without a phone. ubreakifix said they would fix the issue but didn't. so, I demand a refund or them to back my phone up. they could figure that out for free.

  Business Response

  Date: 02/01/2024

  hello 

   

  This is ***** with Asurion. We have tried to reach the customer multiple times, we have left VM's. Explaining that we are willing to do the refund either over the phone or in store, whatever is more convenient for the customer. 

   

  We can't apologize enough for the inconvenience, we are trying to make it right. 

   

  Thank you 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21178629
  
  I am rejecting this response because:

  I have called and left multiple voicemail. Please call me! ************ 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stopped by this location on December 31 to repair my phone. They didn't have the parts but promised to call me within a few days. I have called and left messages and they don't return calls. I have an insurance claim that will close if no action is taken. I NEED to hear from them. Driving there just to talk to them is unreasonable.

  Business Response

  Date: 01/26/2024

  Hello 

   

  Looks like there may have been a miscommunication. The appointment the customer filled was for us to come to her home and repair the device. So if she thought she needed to come into the store, I could see where we would have told her that we didn't have the part. Because our road tech would have had the part. Looks like we drove to the home and no one was there. So we had to call it a "no show". I hope this clears it up.

   

  Let me know if you have any other questions 

  Customer Answer

  Date: 02/09/2024

  The response from them is incorrect. They never showed up at my house. The tech called me an hour before my appointment to cancel it because they didn't have the parts.

  It's obvious whoever responded to my complaint has no clue what's going on.