Business Profile

Electronic Equipment Repair

Asurion UBIF Franchise, LLC

Complaints

This profile includes complaints for Asurion UBIF Franchise, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

139 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 had a ******* cellphone, it had an accident. I did an insurance claim with assurion, they sent me a new cellphone. After a few months that cellphone had an issue. I traded my cellphone in for a new phone. ******* offered a $1000.00 trade in. The cellphone that assurion sent me had somone elses information connected to it and they owed money, I did not. The ******* store employees assisted with my new phone process, we had to call assurion to get this other persons information removed from my phone so I could trade it in and get the $1000. They stated that they could not do it on that cellphone and they would have to send me another cellphone for trade in. And mail the other cellphone back to assurion. I recieved the new cellphone, both have somone else attached to them and will not allow me to trade it in to get the $1000. I need assurion to help me fix this issue. !! Now I have 3 cellphones!! And i will get a bill for $1000, that is should not be getting.
Customer Answer
Date: 04/09/2025
I have finally received a cellphone that I was able to use as a trade in, after spending 8 hours on the phone with Assurion.
Customer Answer
Date: 04/09/2025
I was finally able to trade in one of the 3 extra cellphones, after spending 8 hours on the phone with assurion!! This should not have happened.
Initial Complaint
Date:03/13/2025
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 3/6/2025 I brought my sons PlayStation 5 in for an **** repair after his PlayStation had fallen from his desk. We were informed this repair would take 7-10 days. I received a text on 3/8/2025 informing me the PlayStation has been repaired and available for pick up. I picked the PlayStation 5 up on 3/9/2025 at approximately 2PM I paid $210 dollars for this repair. When we arrive home my son plugged in the unit and it did not work he called the store and went through troubleshooting with no success and was told it would need to be brought back in for evaluation. We brought the unit back to the store by 3 PM. We were then told we re damaged the **** port I informed the gentleman helping us that I was with my son the entire time and nothing happened to the unit he informed me he must have plugged it in to the unit to aggressively and re damaged the **** port I explained to the worker that through the last 8 years that my son has unplugged the **** cord in and out from any of his PlayStation units we owned he has never had any issues with the port so I would not believe him plugging it in would re damage the port. The individual stated well all repairs are tested and this was tested and was working fine. I informed him it was not shown to us in working condition and I did not believe the repair was completed. I questioned if I was expected to pay for another repair charge. The individual stated the best he could do is offer me 50% off another repair cost charging me another $105.49 for the same repair. I called the parent company to place a complaint on 3/9/2025 was told a case manager would be contacting me within 24 hours, I received no call after *********************************************************************************************************************** 24 hours. Finally received a call back and the parent company is no help either.
Customer Answer
Date: 03/14/2025
The store location is
******************************************************************************

thankyou
Business Response
Date: 03/27/2025
March 27, 2025

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

Re: Case 23051279

Dear ****** *******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on March 11, 2025 states the following:

On 3/6/2025 I brought my sons PlayStation 5 in for an **** repair after his PlayStation had fallen from his desk. We were informed this repair would take 7-10 days. I received a text on 3/8/2025 informing me the PlayStation has been repaired and available for pick up. I picked the PlayStation 5 up on 3/9/2025 at approximately 2PM I paid $210 dollars for this repair. When we arrive home my son plugged in the unit and it did not work he called the store and went through troubleshooting with no success and was told it would need to be brought back in for evaluation. We brought the unit back to the store by 3 PM. We were then told we re damaged the **** port I informed the gentleman helping us that I was with my son the entire time and nothing happened to the unit he informed me he must have plugged it in to the unit to aggressively and re damaged the **** port I explained to the worker that through the last 8 years that my son has unplugged the **** cord in and out from any of his PlayStation units we owned he has never had any issues with the port so I would not believe him plugging it in would re damage the port. The individual stated well all repairs are tested and this was tested and was working fine. I informed him it was not shown to us in working condition and I did not believe the repair was completed. I questioned if I was expected to pay for another repair charge. The individual stated the best he could do is offer me 50% off another repair cost charging me another $105.49 for the same repair.I called the parent company to place a complaint on 3/9/2025 was told a case manager would be contacting me within 24 hours, I received no call after *********************************************************************************************************************** 24 hours. Finally received a call back and the parent company is no help either.

Your desired settlement states:

Billing Adjustment.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the *********, ** store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

According to our records, on March 6, 2025, you brought a PlayStation 5 (the Device) to the Store for a repair of a loose **** port. Unfortunately, following the completed repair, you reported that the port was still not functioning. At that time, the Store inspected it and found that the port was damaged; specifically,it was bent and partially separated from the Device. Although repairs performed by the Store are backed by a limited warranty for devices that have not sustained any liquid or physical damage, the Device was ineligible for a repair under the limited warranty due to the confirmed damage. On March 11, 2025, a second repair of the Devices **** port was completed. Due to your dissatisfaction with the first repair, the second repair was performed for $105.49, which was a 50% discount off the service fee for a repair.

Following the receipt of your case, on March 21, 2025, as a customer courtesy, ******************** authorized a $105.49 refund of the cost of the second repair. On March 25, 2025, a UBIF Specialist contacted you and offered you the refund, at which time you stated you were on vacation and would call back upon your return.

If you would like to accept the refund that was offered for the second repair, please contact the UBIF Specialist directly using the contact information provided to you. Alternatively, if you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Initial Complaint
Date:03/03/2025
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 February 28, 2025, I visited uBreakiFix by Asurion at ************************************************ and paid $21.65 (including tax) for a deep cleaning service for my ******* Galaxy S23 Ultra.I specifically told them that I wanted the speaker grill fully cleaned, as there was a piece of plastic stuck in it, and I expected the deep cleaning to take care of this. However, after receiving my device back, I noticed that the plastic was still there, meaning they did not complete the job as requested.While they did clean the phone overall, they missed the most obvious issue, which was the main reason I paid for the service. I am disappointed that I paid for a service that was not fully performed.Since the service was incomplete, I am requesting:A full refund of $21.65 for the deep cleaning service I am filing this complaint because businesses should not charge for services they dont fully complete, and I believe customers deserve what they pay for. I hope for a fair resolution to this issue.
Business Response
Date: 03/11/2025
March 11, 2025

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

Re: Case 23005271

Dear ***** ****,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 28, 2025 states the following:

On February 28, 2025, I visited uBreakiFix by Asurion at ************************************************ and paid $21.65 (including tax) for a deep cleaning service for my ******* Galaxy S23 Ultra. I specifically told them that I wanted the speaker grill fully cleaned, as there was a piece of plastic stuck in it,and I expected the deep cleaning to take care of this. However, after receiving my device back, I noticed that the plastic was still there, meaning they did not complete the job as requested. While they did clean the phone overall, they missed the most obvious issue, which was the main reason I paid for the service. I am disappointed that I paid for a service that was not fully performed. Since the service was incomplete, I am requesting: A full refund of $21.65 for the deep cleaning service I am filing this complaint because businesses should not charge for services they dont fully complete, and I believe customers deserve what they pay for. I hope for a fair resolution to this issue.

Your desired settlement states:

Refund.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the ******************** store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. According to our records, on February *******, you brought a ******* Galaxy S23 Ultra (the Device) to the Store for a deep cleaning, which was performed that same day. However, you were dissatisfied with the service, citing that the deep cleaning was incomplete.

Following receipt of the BBB matter, we investigated your concerns. UBIF records do not indicate that a piece of plastic was mentioned when the work order was submitted. In addition, the UBIF technician stated that he does not recall seeing a piece of plastic in the Device speakers grill. Nevertheless, in an effort to resolve the matter, we would like you to visit the Store again,and a technician will attempt to remove the piece of plastic if it is still in the Device speakers grill.

Between March 4, 2025 and March 6, 2025, a UBIF Specialist attempted to contact you to offer assistance but was unable to reach you. Your voicemail box was not accepting more messages, so the UBIF Specialist sent you an email to the email address on file. For further assistance,please contact the UBIF Specialist using the contact information provided to you. We apologize for any inconvenience this matter has caused you and we look forward to the opportunity to resolve it.

If you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Customer Answer
Date: 03/12/2025

Complaint: 23005271

I am rejecting this response because:
I specifically mentioned the plastic piece stuck in the speaker grill both to this uBreakiFix location and to the previous uBreakiFix on Ray Rd before bringing my device in for a deep cleaning. The store's claim that I did not mention it is false.

The cleaning service was not performed as expected, as the main issue I needed cleaned was ignored. I do not want a redo of the service because I am already dissatisfied with the experience. I am requesting a refund of $21.65 since I did not receive the full deep cleaning I paid for.
Sincerely,

***** ****
Business Response
Date: 03/31/2025
March 31, 2025

***** ****
**************************
Tempe,AZ 85282

Re: Case 23005271

Dear ***** ****,

I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.

Your rebuttal filed with the BBB on March 20, 2025 states:

" I specifically mentioned the plastic piece stuck in the speaker grill both to this uBreakiFix location and to the previous uBreakiFix on Ray Rd before bringing my device in for a deep cleaning. The store's claim that I did not mention it is false.

The cleaning service was not performed as expected, as the main issue I needed cleaned was ignored. I do not want a redo of the service because I am already dissatisfied with the experience. I am requesting a refund of $21.65 since I did not receive the full deep cleaning I paid for.

Response:

We apologize if there was a miscommunication or misunderstanding with the Store regarding the service expectations. After receipt of your rebuttal, due to your dissatisfaction with the deep cleaning of your Device that was performed, Asurion authorized and issued a refund of the $21.65 cleaning fee. Therefore, we believe the issue raised in this matter has now been resolved. We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.

Regards,

**** ******
Asurion, Regulatory Affairs
Email ******************************************************************
Initial Complaint
Date:02/27/2025
Type:Billing 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.
Work order: ********* Created: 2/07/25 at 10:48 AM -laptop was brought in -had water damage -was quoted $99 for liquid damage cleaning + $299 for keyboard replacement - I could opt to just do liquid damage cleaning for $99 OR do both liquid damage cleaning and keyboard replacement and liquid damage cleaning fee would be waived -ended up being charged $436.98 -confronted store manager -store manager denies quoting 299 for keyboard replacement - says the tech entered in the line items wrong but math is still the same
Customer Answer
Date: 03/04/2025
Ubreakifix additionally replaced battery and speaker without my consent
Business Response
Date: 03/25/2025
March 25, 2025

***** Do
****************************************************************************

Re: Case 22999057

Dear ***** Do,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on July 12, 2024 states the following:

Work order: ********* Created: 2/07/25 at 10:48 AM -laptop was brought in -had water damage -was quoted $99 for liquid damage cleaning +$299 for keyboard replacement - I could opt to just do liquid damage cleaning for $99 OR do both liquid damage cleaning and keyboard replacement and liquid damage cleaning fee would be waived -ended up being charged $436.98 -confronted store manager -store manager denies quoting 299 for keyboard replacement - says the tech entered in the line items wrong but math is still the same.

Your desired settlement states:

Refund.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Gulch store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

According to our records, on February 7, 2025, you brought an Apple MacBook Air (the Device) to the Store for diagnostics, a keyboard replacement, and liquid damage cleaning. Unfortunately, there was a miscommunication from the Store regarding the services and pricing for the work that was performed. As a customer courtesy, ******************** waived the $99 liquid damage cleaning fee. In addition, the diagnostic fee was applied towards the repair fee.

Following the receipt of your case, on March 15, 2025, due to the miscommunication, Asurion authorized an additional courtesy credit of $50 via Electronic Gift Card (EGC), which you accepted. Therefore,we consider the matter closed.

We sincerely apologize for any inconvenience this may have caused. We make a commitment to our customers to make the ********************** process easy and convenient, and we truly regret that this was not so when you contacted us.

If you have any issues with the **** please contact the UBIF Specialist directly using the contact information provided to you. Alternatively, if you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Initial Complaint
Date:02/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My phone went black one day so I took it to Ubreakifix in the beginning of January and was told they would replace the screen, long story short a month of me calling and getting the run arounds of non sense as to why my phone is not ready (I dont drive) I had my daughter bring me to the store only to wait for an extensive time and be told the original employees that promised to repair my phone no longer worked there and they locked me out of my phone and lost the sim tray so I would have to factory reset and wait until the they could find a tray for my phone and again I would be called when the phone was ready. After a week I received no call so again I had my daughter take me only to be told there's nothing they could do because even after they factory reset the phone it wouldn't let them in so needless to say i paid for a phone that I can't use.
Customer Answer
Date: 02/26/2025
**********************************************
Business Response
Date: 03/21/2025
March 21, 2025

****** *******
******* 16495
*******************

Re: Case ********

Dear ****** *******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 18, 2025, states the following:

My phone went black one day so I took it to Ubreakifix in the beginning of January and was told they would replace the screen, long story short a month of me calling and getting the run arounds of non sense as to why my phone is not ready (I dont drive) I had my daughter bring me to the store only to wait for an extensive time and be told the original employees that promised to repair my phone no longer worked there and they locked me out of my phone and lost the sim tray so I would have to factory reset and wait until the they could find a tray for my phone and again I would be called when the phone was ready. After a week I received no call so again I had my daughter take me only to be told there's nothing they could do because even after they factory reset the phone it wouldn't let them in so needless to say i paid for a phone that I can't use.

Desired Resolution:

Refund.

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Louisville store, owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns to remediate the matter. According to our records, you visited the Store on January 14, 2025, for a screen repair of your ******* Galaxy A14 (the Device). Unfortunately, the resolution of your repair was delayed due to the Products SIM tray being misplaced during the repair.

Following the receipt of your case, on March 15, 2025, an Asurion resolution specialist contacted you to discuss your concerns regarding the lost SIM tray of the Device. As a resolution, the Asurion resolution specialist offered to provide a refund of the repair cost for the Product in the form of a check totaling $114.47, which you accepted. The Asurion resolution specialist advised you to allow 3-5 business days to receive the reimbursement check. As a result, the reimbursement check was mailed to you the same day. If you have not received the refund check within the allotted time or have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided.

We apologize for your frustration. Be assured that your experience does not represent the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************
Customer Answer
Date: 03/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:02/17/2025
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 went to a ubreakifix store to have my screen replaced on my iphone 13 on this date 11/27/2024.The service I recieved was speedy, and seemed ok at first. I was informed of the warranty on it, and that it was infact not an apple OEM display, to which I signed off on, because it had a warranty.Over time, I began to notice that the screen was not installed properly to the device, it was falling out of the phone, everywhere, where it wasn't screwed in. Upon further inspection, the glue that is supposed to be under the screen holding it into the phone was missing. I took the device to an alternate repair shop for a second opinion, to which they agreed that it was installed incorrectly without the glue, leading to internal damage of the device.Upon going to the repair shop, to get the display replaced under their warranty, I was denied by the technician, and shewed off with a sarcastic tone.I then reached out to their support email once again. Though this time, they have not been responding. At this point I have been trying to get a refund for this terrible service.
Customer Answer
Date: 02/18/2025
Address: ****************************************
Customer Answer
Date: 02/18/2025
I am just realizing, I sent this to the wrong agency, Is there a way this can be transfered to the BBB in ************? Or is the agency location not an issue.
Business Response
Date: 03/04/2025
******* *******
*********************************************************

Re: Case 22924301

Dear ******* *******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 10, 2025 states the following:

I went to a ubreakifix store to have my screen replaced on my iphone 13 on this date 11/27/2024. The service I recieved was speedy, and seemed ok at first. I was informed of the warranty on it, and that it was infact not an apple OEM display, to which I signed off on, because it had a warranty. Over time, I began to notice that the screen was not installed properly to the device, it was falling out of the phone, everywhere, where it wasn't screwed in. Upon further inspection, the glue that is supposed to be under the screen holding it into the phone was missing. I took the device to an alternate repair shop for a second opinion, to which they agreed that it was installed incorrectly without the glue, leading to internal damage of the device. Upon going to the repair shop, to get the display replaced under their warranty, I was denied by the technician, and shewed off with a sarcastic tone.I then reached out to their support email once again. Though this time, they have not been responding. At this point I have been trying to get a refund for this terrible service.

Your desired settlement states:

Refund.

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. UBIF may use Original Equipment Manufacturer (OEM) or non-OEM parts when performing repairs. Your case involves the Pittsford store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. According to our records, on November *******, you brought an Apple iPhone 13 (the Device) to the Store for a screen repair, which was completed using non-OEM parts. Please note that Asurion may use new, rebuilt, reconditioned or refurbished parts or components, and original or non-original parts. Following the repair, you reported that the Devices screen became separated from the Device. Unfortunately, while the repaired device is under warranty, the matter went unresolved.

Following receipt of the BBB matter, between February 26, 2024 and February 28, 2025, a UBIF Specialist attempted to contact you multiple times to offer assistance but was unable to reach you. For further assistance, please contact the UBIF Specialist using the contact information provided to you.

We apologize for any inconvenience this matter has caused you and we look forward to the opportunity to resolve it.

If you have any other questions or concerns, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.

Sincerely,

**** ******
Asurion, Regulatory Affairs
Email: ******************************************************************
Customer Answer
Date: 03/15/2025
I still do not have a device to contact their number! This is bs why cant they contact me via email
Business Response
Date: 04/01/2025
April 1, 2025

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

Re: Case 22924301

Dear ******* *******,

I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.

Your rebuttal filed with the BBB on March 20, 2025 states:

"I still do not have a device to contact their number! This is bs why cant they contact me via email.

Response:

Following receipt of your rebuttal, a UBIF Specialist contacted you by email to offer assistance. On March 31, 2025, you responded to the email, and the UBIF Specialist is now working with you on a resolution for this matter. Please accept our sincerest apology for any inconvenience this may have caused as we work with you to try to bring the matter to a satisfactory conclusion. In the meantime, please feel free to contact me if you have any other questions or concerns. I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.

Regards,

**** ******
Asurion, Regulatory Affairs
Email ******************************************************************
Initial Complaint
Date:02/10/2025
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 came to ubreakifix (****************************************) and had my front glass replaced by ***************** (asurion) and the repair was fine, but the front camera was blurred out in which they needed to replace but didn't. I was told that they can order the camera and it should get there by Tuesday, it was Saturday when I did the repair. Tues came around and no one called me. I called on Friday and they stated my ticket was closed. No one ordered the camera and no one called me back. I called on Friday and they told me that they will order the camera and by Tues it will be there. On Saturday they called me and told me the camera is in, and I can go in for the repair. I came to the store and was told in 1 hour my phone will be fixed. Came back an hour later and my phone was repaired. After my repair, about an hour later, my Sim stops working. I restarted my phone and did basic trouble shooting like erase all esim, my Sim is physical so it won't affect it, reset network setting, and still the phone stopped reading my Sim card. Today I brought it back to the store, I was told that the repair is $100 because it's part of the charging port. I told them that this had never happened, not even after the first repair. They stated that the second repair was on top and they didn't touch the charging port. When I asked for a receipt for the camera repair they said it doesn't exist. They did a repair without a case number and now my phone is not working properly. I imagine i have no warranty on the camera because the repair does not exist in their system. The first repair was only a front glass and they have on the receipt that the back glass was replaced to a burgundy when I still have my original back glass and it was not replaced. I'm not sure what kind of scam they are doing in this store but this shouldn't happen to anyone. I missed a day of work to get this repaired and I won't be able to come back until Wednesday so I'm going to have 5 days of spotty service.
Business Response
Date: 02/19/2025
February 19, 2025

Wander ********
*********************************************

Re: Case 22918880

Dear Wander ********,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on February 9, 2025, states the following:

I came to ubreakifix (****************************************) and had my front glass replaced by ***************** (asurion) and the repair was fine, but the front camera was blurred out in which they needed to replace but didn't. I was told that they can order the camera and it should get there by Tuesday, it was Saturday when I did the repair. Tues came around and no one called me. I called on Friday and they stated my ticket was closed. No one ordered the camera and no one called me back. I called on Friday and they told me that they will order the camera and by Tues it will be there. On Saturday they called me and told me the camera is in, and I can go in for the repair. I came to the store and was told in 1 hour my phone will be fixed. Came back an hour later and my phone was repaired.After my repair, about an hour later, my Sim stops working. I restarted my phone and did basic trouble shooting like erase all esim, my Sim is physical so it won't affect it, reset network setting, and still the phone stopped reading my Sim card. Today I brought it back to the store, I was told that the repair is $100 because it's part of the charging port. I told them that this had never happened, not even after the first repair. They stated that the second repair was on top and they didn't touch the charging port. When I asked for a receipt for the camera repair they said it doesn't exist. They did a repair without a case number and now my phone is not working properly. I imagine i have no warranty on the camera because the repair does not exist in their system. The first repair was only a front glass and they have on the receipt that the back glass was replaced to a burgundy when I still have my original back glass and it was not replaced. I'm not sure what kind of scam they are doing in this store but this shouldn't happen to anyone. I missed a day of work to get this repaired and I won't be able to come back until Wednesday so I'm going to have 5 days of spotty service.

Desired Resolution:

Repair; Investigation of store for inventory fraud

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Kissimmee store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. Based on that review, Asurion determined that on February 1, 2025, you brought your ******* Galaxy S22 Ultra (5G) (the Product)to the Store requesting assistance with repairing the Products cracked front glass. Following the repair, the Product passed all functional exit testing and was returned to you. However, you later returned to the Store and advised the store technician that the Product was experiencing network connection issues following a front camera repair. As the repair records indicated that the front screen was repaired, not the camera, the store technician informed you that you would have to pay another repair fee to fix the camera, which you declined.

Following the receipt of this matter, On February 10, 2025, an Asurion Resolution Specialist (**) attempted to contact you via email to further address your concerns but could not reach you and was unable to leave a voicemail. The ** sent an email with their direct contact information. On February *******, the ** received a response from you stating that youd spoken with *******, who would provide you with a replacement device. Therefore, we consider this matter to be resolved.

We apologize for your frustration. Be assured that your experience is not representative of the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Initial Complaint
Date:01/27/2025
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 took my cell phone in for repair the screen. I notice several parts were missing and I believe was stolen by the business. I explain to the employees that parts was missing out of my phone and that needed to replace the parts. I would like my phone replace immediately.
Customer Answer
Date: 02/01/2025
When you guys sent me a message through email the first time, I didnt understand how to enter the code there was no dash or anything so when I put the number in by typing it, it said that the code was invalid to read your message the first time you sent it to me. This time I copied it from my email and then pasted it onto this page for the code and it went through this time because it put the numbers in the spaces that it was supposed to be before the dash was there if that makes any sense I am a disabled individual. I have a learning disability therefore if theres no instructions on how to do something I dont know and that is not my fault. There was some miscommunication on your part and mine. I do believe that you should reinstate this complaint it would only be fair please and thank you
Customer Answer
Date: 02/01/2025
When you guys sent me a message through email the first time, I didnt understand how to enter the code there was no dash or anything so when I put the number in by typing it, it said that the code was invalid to read your message the first time you sent it to me. This time I copied it from my email and then pasted it onto this page for the code and it went through this time because it put the numbers in the spaces that it was supposed to be before the dash was there if that makes any sense I am a disabled individual. I have a learning disability therefore if theres no instructions on how to do something I dont know and that is not my fault. There was some miscommunication on your part and mine. I do believe that you should reinstate this complaint it would only be fair please and thank you
Customer Answer
Date: 02/07/2025
***********************************************************************************
Customer Answer
Date: 02/13/2025
Not happy with what they offered me
Business Response
Date: 02/21/2025
February 27, 2025

**** Hub
**********************************************************************

Re: Case 22862193

Dear **** Hub,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on January 27, 2025, states the following:

I took my cell phone in for repair the screen. I notice several parts were missing and I believe was stolen by the business. I explain to the employees that parts was missing out of my phone and that needed to replace the parts. I would like my phone replace immediately.

Desired Resolution:

Replacement or refund.

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Joplin store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. Based on that review, Asurion determined that on December 26, 2024, you brought your Apple iPhone SE (the Product) to the Store requesting assistance with repairing the ******** cracked screen. Later, on the same day, the Store successfully repaired the Product. In addition, the repair technician took photos of the Product, performed quality inspection checks, and received successful results after the services provided, which concluded the Product was in good working condition. However, as indicated in your above verbatim, you claimed that pieces of the Product were missing after the repair.

Following the receipt of this matter, an Asurion Resolution Specialist (**) contacted you to address your concerns. During the conversation, you informed the ** that the Product had been dropped after the repair, damaging the display again. To repair the Product, you took it to a third-party repair center, where the repair technician discovered that the internal camera plates were missing and some screws in the *** plate were either loose or missing, which you informed the ** that you had no prior knowledge of before taking the Product in for repair. As the Product sustained additional damage after the repair, and an unauthorized repair attempt was performed on the Product, the ** informed you that the ******** limited warranty was no longer valid. However, as a customer courtesy, the ** offered a $25 reimbursement to cover the missing small components, which you declined.

Please note that all repairs are backed by a 1-year Limited Warranty. A complete copy of the Terms and Conditions governing the 1-************ Warranty is made available at ********************************************************. The most pertinent section of the Terms and Conditions is included below for reference.

11. Limited Warranty: The repairs and parts used in the Services, and any replacement Device provided pursuant to this Agreement, will be warranted for a period of one (1) year from the date the Services are completed (the Limited Warranty), subject to the provisions and exclusions set forth herein.
A. Limited ************************************** Warranty does not apply to Services or repairs performed on Devices that have been exposed to moisture or liquids outside of the manufacturers intended use, regardless of whether the Services attempted to repair such damage or exposure. This Limited Warranty does not provide coverage for Devices which have been subjected to abuse, misuse, damage due to external causes or an Act of God, normal wear and tear which does not affect the original manufacturers intended use, battery leakage or damage resulting from battery leakage. Furthermore, this Limited Warranty does not cover defects resulting from any action by You, including but not limited to mishandling, physical damage, operation outside of design limits, improper repair by someone other than Us, or unauthorized modification. This Limited Warranty does not apply if Your Device shows evidence of tampering or shows evidence of being damaged as a result of excessive corrosion, electrical current, heat, moisture or vibration, or as a result of improper specification,misapplication or other operating conditions outside of Our control. This Limited Warranty covers the following software Services only: factory restores,backups, jailbreaks, and unlocks. This Limited Warranty does not apply to Devices with software modifications performed by someone other than Us following the completion of the Services, including without limitation updated software, use of unauthorized or unapproved software, viruses, malware, spyware,or attempts to modify any software that has been installed by Us. This Limited Warranty is non-transferable and does not apply to Devices on which the serial number has been altered, defaced or is missing.

As indicated above,the Limited Warranty does not cover defects resulting from any action by You,such as physical damage. In addition,the Limited Warranty does not cover unauthorized modifications, such as repairs from unauthorized third parties. As you indicated that the Product had experienced physical damage following the December 26, 2024 repair, and that a repair attempt was performed by a third party servicer, the additional damage and unauthorized repair void the warranty.Therefore, you were correctly informed that the Product could not be replaced or refunded under the 1-************ Warranty.

Although we cannot meet your desired resolution, the Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.

Regards,

******** *****
Regulatory Complaints
Email ***************************************
Customer Answer
Date: 02/21/2025
I went in for the phone repair at you break. I fix on 12/16 2024. it hasnt even been three months and when I drop my phone, it would not have shattered again. Have they put my phone together right the first time so Im not sure what warranty they are referring to and as far as them putting everything together correctly, they did not and I am not satisfied with $25 because I have spent so much money to fix an issue that they should have made sure that it was fixed before giving me the phone. Also, when I went in there, I was with my sister and I specifically told them that I am disabled and my sister is my interpreter and they did not disclose any information as far as what was on the paper to me or my sister and told me to sign it again had they put sealant in the phone put the screws in all the way and didnt steal parts out of my phone there wouldve been no issues following the repair
Customer Answer
Date: 03/06/2025
I did send a response and never heard back from you guys. The issue has not been resolved. They said that the warranty was boarded, but their warranty guarantees up to a year and it hasnt even been a year since I went in to get my phone fixed. I am not satisfied with what they are trying to offer me $25 and l Spent a couple hundred dollars for them to fix an issue and then they created more issues by stealing parts and not putting my phone back together right and putting sealant in it to seal the phone back Together, I am not satisfied I did send a reply to your last email never heard back. This is the second response to the one that you have claimed I have not responded to.
Business Response
Date: 03/21/2025
March 21, 2025

**** Hub
************************************************************************

Re: Case 22862193

Dear **** Hub,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on March 14, 2025, states the following:

I went in for the phone repair at you break. I fix on 12/16 2024. it hasnt even been three months and when I drop my phone, it would not have shattered again. Have they put my phone together right the first time so Im not sure what warranty they are referring to and as far as them putting everything together correctly, they did not and I am not satisfied with $25 because I have spent so much money to fix an issue that they should have made sure that it was fixed before giving me the phone.Also, when I went in there, I was with my sister and I specifically told them that I am disabled and my sister is my interpreter and they did not disclose any information as far as what was on the paper to me or my sister and told me to sign it again had they put sealant in the phone put the screws in all the way and didnt steal parts out of my phone there wouldve been no issues following the repair

I did send a response and never heard back from you guys. The issue has not been resolved. They said that the warranty was boarded, but their warranty guarantees up to a year and it hasnt even been a year since I went in to get my phone fixed. I am not satisfied with what they are trying to offer me $25 and l Spent a couple hundred dollars for them to fix an issue and then they created more issues by stealing parts and not putting my phone back together right and putting sealant in it to seal the phone back Together, I am not satisfied I did send a reply to your last email never heard back. This is the second response to the one that you have claimed I have not responded to.

Response:

We understand your frustration. However, you acknowledged that following the Asurion repair, you dropped the Product and attempted to have it repaired by a third party. As outlined in our response on February 27, 2025, the Limited Warranty does not cover defects resulting from any action by You, such as physical damage, or unauthorized modifications,such as repairs from unauthorized third parties. Therefore, you were correctly informed that the Product could not be replaced or refunded under the 1-************ Warranty. Although the **************** Warranty is no longer valid, as a customer courtesy and to reach an amicable resolution, the Asurion Resolution Specialist offered a $25 reimbursement to cover the missing small components, which you declined.

We sincerely apologize for your frustration. While we cannot meet your desired resolution, the Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************

Customer Answer
Date: 03/24/2025
They offered $25 Dollars for the missing screws they did not offer money for the missing face plates. There was two missing face plates out of my iPhone, not only that they did not put sealant back on the phone when they put it together thus involving it cracking and me having to go get it fixed again. Im not satisfied with $25 for the missing screws. There was more than just screws missing out of my phone.
Initial Complaint
Date:12/13/2024
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.
End of July 2024 the hdmi port on my PS5 was broken. I decided to schedule an appointment. The first time being there they were friendly and I paid around $215 for the **** port to be fixed and for some type of warranty. They told me it would take a week or two to fix and that they would call me and let me know any further details. One month later and I still dont have the PS5 and no matter what day and or time I called I would get no answer. I ended up speaking to someone higher up who ultimately did nothing to help me know when I would get my PS5 back. I ended up getting the PlayStation back middle end of August. As soon as we picked the PS5 up something wasnt right. One of the panels wasnt stuck back on correctly and so it kept shifting around. At the end of October the PS5 started having the same issues except this time it wasnt moved or damaged anyway it just stopped working. I made an appointment with uBreakiFix December 3rd and when I got there I was met with nothing but attitude being told that this issue was caused by me and that its not going to be covered under the warranty that i supposedly had. I ask if he decides if its covered under the warranty and he said it was the warehouses decision. I then asked were there any pictures taken of the end job of the first time it got fixed and he said I dont know then someone in the back yelled yes they do so I said is there anyway to assure that they will look at all the evidence before making this decision and the worker told me Im not going to tell them how to do their job so I apologized by saying Im sorry Im not trying to make you feel bad and the worker said well I dont feel bad. I had been calling the previous days to try to see if my ps5 was covered but no answer. Tuesday December 10th I called 12 times on my phone and twice on my roommates phone and no response. I went to the store only to get told that they dont know anything about my ps5 so I left. This is completely unacceptable.
Business Response
Date: 12/18/2024
December 18, 2024

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

Re: Case 22667679

Dear ****** ******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on December 10, 2024, states the following:

End of July 2024 the hdmi port on my PS5 was broken. I decided to schedule an appointment. The first time being there they were friendly and I paid around $215 for the **** port to be fixed and for some type of warranty. They told me it would take a week or two to fix and that they would call me and let me know any further details. One month later and I still dont have the PS5 and no matter what day and or time I called I would get no answer. I ended up speaking to someone higher up who ultimately did nothing to help me know when I would get my PS5 back. I ended up getting the PlayStation back middle end of August. As soon as we picked the PS5 up something wasnt right. One of the panels wasnt stuck back on correctly and so it kept shifting around. At the end of October the PS5 started having the same issues except this time it wasnt moved or damaged anyway it just stopped working. I made an appointment with uBreakiFix December 3rd and when I got there I was met with nothing but attitude being told that this issue was caused by me and that its not going to be covered under the warranty that i supposedly had. I ask if he decides if its covered under the warranty and he said it was the warehouses decision. I then asked were there any pictures taken of the end job of the first time it got fixed and he said I dont know then someone in the back yelled yes they do so I said is there anyway to assure that they will look at all the evidence before making this decision and the worker told me Im not going to tell them how to do their job so I apologized by saying Im sorry Im not trying to make you feel bad and the worker said well I dont feel bad. I had been calling the previous days to try to see if my ps5 was covered but no answer. Tuesday December 10th I called 12 times on my phone and twice on my roommates phone and no response. I went to the store only to get told that they dont know anything about my ps5 so I left. This is completely unacceptable.

Desired Resolution:

Finish the Job.

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the Lexington store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns to remediate the matter. Following the receipt of your case, on December 13, 2024, an Asurion resolution specialist contacted you to discuss your concerns regarding the failed repair attempts of your PlayStation 5 (Product). As a resolution, the Asurion resolution specialist offered to provide a replacement PlayStation 5 Slim Console (Replacement), which you accepted. The Asurion resolution specialist informed you that the Replacement would be delivered by December 18, 2024. If you have not received the Replacement by the expected delivery date or have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided.

We apologize for your frustration and for the service you received. Be assured that your experience does not represent the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Initial Complaint
Date:10/25/2024
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.
The hdmi port on the xBox S was broken. The unit came back with the hdmi port repaired but whenever the xBox is turned on it crashes. Three other xBoxes work with this monitor/cable, so the problem is clearly with this repaired xBox and not with the cable or monitor. Took it back to this store two more times with the same result. Filed a complaint and heard nothing back. Called them today to get an update on my complaint, and spoke to a rude foreigner. The last thing that he said was to call the BBB, so I am doing that. My ticket numbers with uBreakIfix are: W022481441, W022639812, and W022550462. I have since bought a new xBox and it too is working fine with the same cable and monitor.
Customer Answer
Date: 10/29/2024
An image of their address from their webpage is attached.
Business Response
Date: 11/13/2024
November 13, 2024

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

Re: Case 22474150

Dear ***** ******,

With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.

Your case filed with the BBB on October 25, 2024, states the following:

The hdmi port on the xBox S was broken. The unit came back with the hdmi port repaired but whenever the xBox is turned on it crashes. Three other xBoxes work with this monitor/cable, so the problem is clearly with this repaired xBox and not with the cable or monitor. Took it back to this store two more times with the same result. Filed a complaint and heard nothing back. Called them today to get an update on my complaint, and spoke to a rude foreigner. The last thing that he said was to call the BBB, so I am doing that. My ticket numbers with uBreakIfix are: W022481441, W022639812, and W022550462. I have since bought a new xBox and it too is working fine with the same cable and monitor.

Response:

By way of background, ******************** (UBIF Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices. Each ********************** location is independently owned and operated by franchisees. Your case involves the ******** store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns in an effort to remediate the matter. Based on that review, Asurion determined that on June 13, 2024, you brought your Xbox Series S (the Product) to the Store requesting assistance with repairing the Products broken HDMI port. Following the repair, the Product passed all functional exit testing and was returned to you. On June 24, 2024, however, you returned to the Store and advised the store technician that the Product would not connect to any monitors, even when using different HDMI cords. To resolve the matter, the Store sent the Product to the service center for an additional repair under the warranty. However, upon testing and diagnosing the Product, the service center found no issue with the Product and determined that it was functioning properly. As no issue was found, the Product was returned to you unrepaired.

Following the receipt of this matter, an Asurion Resolution Specialist attempted to contact you via email to further address your concerns, but could not reach you. If you have any questions or concerns or require assistance with your claim, please contact the Asurion Resolution Specialist directly using the contact information provided.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Customer Answer
Date: 11/14/2024

Complaint: 22474150

I am rejecting this response because:

To say that they cannot reach me by e-mail is ludicrous. You sent this to my e-mail and I received it. Why can't they send e-mail to an obviously working email account.
To say that it was working is also ludicrous. On three hdmi cables and three monitors it does not present an image, whereas two other xboxes do work with these cables and TV. It is not rocket science to either see or not see an image on a screen. ,

Sincerely,

***** ******
Business Response
Date: 11/21/2024
November 21, 2024

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

Re: Case 22474150

Dear ***** ******,

I am writing in response to the November 15, 2024, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.

Your rebuttal filed with the BBB states:

To say that they cannot reach me by e-mail is ludicrous. You sent this to my e-mail and I received it. Why can't they send e-mail to an obviously working email account.

To say that it was working is also ludicrous. On three hdmi cables and three monitors it does not present an image,whereas two other xboxes do work with these cables and TV. It is not rocket science to either see or not see an image on a screen.

Conclusion:

We apologize for your frustration. As outlined in our response on November *******, the service center completed the required testing and diagnostics for the Product, but no issue was found at that time. Unfortunately, as no issue was found, the Product could not be repaired and was returned to you. Following the receipt of this matter, an Asurion Resolution Specialist attempted to contact you via email to further address your concerns, however, you stated that you did not receive this correspondence. At this time, if you have any questions or concerns or require assistance with your claim, please contact them directly using the contact information provided.

Regards,

******** *****, Regulatory Complaints
Email ***************************************************************

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