ComplaintsforAsurion UBIF Franchise, LLC

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - 7/6/24 - Took phone to get repaired with new screen at *********** location- 7/10/24 - Reported to vendor that new screen that had been replaced was defective and had a large red bar over the display- 7/12/24 - I returned to the store and showed them the defect, they told me they didn't have the part on hand but would fix free of cost- 7/31/24 - After over two weeks of no contact I called the store, they said they were still waiting on the part- 8/5/24 - Call me back and schedule an appt to fix the the phone on 8/7/24 (over a month later)- 8/7/24 - After waiting 3 hours, I was told that the new screen they had was defective and they had broken my phone in the process of trying to replace it. No remedy given, just told that there were no managers present. I got them to contact a district manager and they gave me a phone with a shattered screen, a dead battery, and was locked from activating.- 8/10/24 - No phone, no contact, seemingly no care, writing this report

  Customer response

  08/15/2024

  Store Location:
  Address: ******************************************************************
  
  Desired outcome:
  Finish the job quickly or give me a new phone.  They broke my phone to the point it's unusable and it's now been another 8 days where they've not had any contact with me.

  Business response

  08/28/2024

  August 28, 2024
  
  ***************************
  ******************************************************************************************
  
  Re: Case 22124587
  
  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 August 10, 2024, states the following:
  
  7/6/24 - Took phone to get repaired with new screen at *********** location- 7/10/24 - Reported to vendor that new screen that had been replaced was defective and had a large red bar over the display- 7/12/24 - I returned to the store and showed them the defect, they told me they didn't have the part on hand but would fix free of cost- 7/31/24 -After over two weeks of no contact I called the store, they said they were still waiting on the part- 8/5/24 - Call me back and schedule an appt to fix the the phone on 8/7/24 (over a month later)- 8/7/24 - After waiting 3 hours, I was told that the new screen they had was defective and they had broken my phone in the process of trying to replace it. No remedy given, just told that there were no managers present. I got them to contact a district manager and they gave me a phone with a shattered screen, a dead battery, and was locked from activating.- 8/10/24 - No phone, no contact, seemingly no care, writing this report.
  
  Desired Resolution:
  
  Finish the job quickly or give me a new phone.  They broke my phone to the point it's unusable and it's now been another 8 days where they've not had any contact with me..
  
  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 Monroeville store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, on July 6, 2024, you visited the *********** UBIF store, located at ******************************************************************, for a screen replacement on a ****** Pixel 8 (the Device), and a ********************** was completed that same day.  Following the repair, the Device passed all functional exit testing.  On July 10, 2024,however, you returned to the Store and advised the store technician that the Device was defective and had a red bar over the display. However, the matter went unresolved. 
  
  Following the receipt of your case, an Asurion resolution specialist contacted you to discuss your concerns. To resolve your concerns, on August 26, 2024, you spoke with an Asurion Resolution Specialist (**) who offered reimbursement for the repair costs as well as a Product reimbursement in the form of a check totaling $ $870.00, which you accepted. The ** informed you to allow 5-7 business days to receive the reimbursement check. If you have not received the reimbursement check within the allotted time, please contact the ** directly.
  
  We again sincerely apologize for your frustration. We are committed to making the claims process easy and convenient for our customers, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************
  Regulatory Complaints
  Email ***************************************
  
  

  Customer response

  08/30/2024

   
  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 7/1/24 I took my iphone for screen replacement and was quoted $280 to fix the screen. I approved the price and when I got the phone back it wouldn't take a charge and was very hot and shut down every 5 min. I returned to the store and they said the battery was bad and I needed a new one. I explained it was a new phone and does not need a battery. Then they admitted that they put the wrong screen in and it would cost me another $147.69 for them to fix their mistake and put an apple screen on it. I refused and told them to take their screen out and I will go to apple. They said my old screen was gone and they can't do that. Now they have my phone hostage so I was forced to pay their $147.69 to get my phone back. This is bait and switch. I tried to resolve this with their corporate office and they offered me $40. I refused and told them it's not my problem that they put the wrong screen in and if they would have told me up front it was going to be $440 total to fix it I would buy a new phone.

  Customer response

  07/16/2024

  as you asked, the address and info for the store is:  **************************************************************************************

  Business response

  07/25/2024

  July 25, 2024
  
  *************************
  *******************************************br>*********************
  
  Re: Case 21982196
  
  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 July 12, 2024 states the following:
  
  On 7/1/24 I took my iphone for screen replacement and was quoted $280 to fix the screen. I approved the price and when I got the phone back it wouldn't take a charge and was very hot and shut down every 5 min. I returned to the store and they said the battery was bad and I needed a new one.I explained it was a new phone and does not need a battery. Then they admitted that they put the wrong screen in and it would cost me another $147.69 for them to fix their mistake and put an apple screen on it. I refused and told them to take their screen out and I will go to apple. They said my old screen was gone and they can't do that. Now they have my phone hostage so I was forced to pay their $147.69 to get my phone back. This is bait and switch. I tried to resolve this with their corporate office and they offered me $40. I refused and told them it's not my problem that they put the wrong screen in and if they would have told me up front it was going to be $440 total to fix it I would buy a new phone.
  
  the store is:  ********************************************************
  
  Your desired settlement states:
  
  Billing Adjustment.
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) branded stores that repair consumer electronic devices.  Each ********************** location is independently owned and operated by franchisees.  Your case involves the Wauwatosa store (the Store), which is owned by Asurion UBIF Franchise, LLC (Asurion).
  
  Asurion may use Original Equipment Manufacturer (***) or non-*** parts when performing screen repairs.  We investigated your concerns in an effort to remediate the matter.  According to our records, on July 1, 2024, you brought an iPhone 14 Pro *** (the Device)to the Store for a screen repair, which was completed using non-*** parts.  Please note that Asurion may use new, rebuilt, reconditioned or refurbished parts or components, and original or non-original parts.  Unfortunately,following the repair, you reported that the Device began overheating and the Devices battery was rapidly draining.  A warranty screen repair was subsequently initiated; however, due to your request for *** parts (instead of non-*** parts), you were charged $147.69 for the *** parts upgrade.
  
  Following the receipt of your case, on July 12, 2024, due to the lack of communications from the Store concerning the non-*** parts being used for the initial screen repair, Asurion authorized a partial refund of $40 for the upgrade charge.  In addition, due to your continued dissatisfaction, on July 19, 2024, Asurion refunded and additional $107.69, totaling $147.69, which was processed for shipping and delivery to you within ten (10) business days. 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 refund, please contact the **** 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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I had my phone repaired. The salesperson sold me a screen protector with a lifetime warranty for as long as I owned my phone. I have used the warranty a couple of times. They have record of my purchase and the warranty is in their system. I went in to get a replacement yesterday, and they are now saying they are no longer honoring those warranties. I shared that the last time I was in there, an employee told me they would make a note in my file and honor it. He said there is no note and they would not honor it. I asked who I could speak with. He said **** owned the store. I said well, let's call ****, because this isn't right. He said, it's time you get out of my store. Besides the lack of professionalism and ability to deal with conflict appropriately, ************ just needs to do what is right and honor the lifetime warranty they sold me. I am sure there are many others who are experiencing the same negligence, so I am bringing this to the BBB for resolution. And, yes. an apology would be nice too.

  Business response

  07/25/2024

  July 25, 2024
  
  *************************
  *********************
  Nixa, MO 65714
  
  Re: Case 21967138
  
  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 July 10, 2024 states the following:
  
  In 2022 I had my phone repaired. The salesperson sold me a screen protector with a lifetime warranty for as long as I owned my phone. I have used the warranty a couple of times. They have record of my purchase and the warranty is in their system. I went in to get a replacement yesterday, and they are now saying they are no longer honoring those warranties. I shared that the last time I was in there, an employee told me they would make a note in my file and honor it. He said there is no note and they would not honor it. I asked who I could speak with. He said **** owned the store. I said well, let's call ****, because this isn't right. He said, it's time you get out of my store. Besides the lack of professionalism and ability to deal with conflict appropriately, ************ just needs to do what is right and honor the lifetime warranty they sold me. I am sure there are many others who are experiencing the same negligence, so I am bringing this to the BBB for resolution. And, yes. an apology would be nice too.
  
  Your desired settlement states:
  
  Finish the job; Repair.
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) 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 November 21, 2022, you brought an iPhone X (the Device) to the Store for a screen repair, and you also purchased a screen protector under a lifetime warranty service program.
  
  On July 9, 2024, you brought the Device to the Store for another screen repair, requesting fulfillment of the lifetime warranty for the screen protector.  However, the Store informed you at the time that the lifetime warranty service program was no longer active.
  
  Following the receipt of your case, on July 16, 2024, due to a change in the warranty services provided, a **** Specialist notified you that Asurion had authorized a refund of $45 for the screen protector, which was processed for shipping and delivery to you within ten (10) business days.  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 refund, please contact the **** 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: ******************************************
  

  Customer response

  07/26/2024

   
  Complaint: 21967138
  
  I am rejecting this response because:

  As Asurion correctly noted and I quote, "According to our records, on November 21, 2022, you brought an iPhone X (the Device) to the Store for a screen repair, and you also purchased a screen protector under a lifetime warranty service program."

  Asurion sold a product, a $45 screen protector with a lifetime warranty, meaning free replacement if it cracked for as long as the phone is owned.  I understand discontinuing the offer/service to new customers, meaning no longer selling the product and service. But the company needs to honor its commitment to customers that have already purchased the product/service. Yes, I concur they gave me a refund, and I accept my personal case is closed. However, selling a product or service and not following through with delivery of that product/service is a fraudulent practice. They have admitted they discontinued honoring replacement. The word used to me on the phone by a corporate customer service agent was it was "de-commissioned." I would call on Asurion to honor their commitment to the thousands of other customers that bought their product and service, or give them all a refund. Then I will consider this case closed.  If nothing else, this should be made public to consumers viewing complaints with the BBB. Perhaps other consumers who purchased this product/service and are now being denied fulfillment will see this and call corporate headquarters for a refund. I would call on Asurion to examine their corporate values and commit themselves to doing the right thing.

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

  Customer response

  07/31/2024

  Thank you for your response and thank you for following through with this case. I hope you will post the text to this case so others affected can hopefully also find resolution. I hope the BBB will also take into consideration this companys decision to sell a product/service and then decide not to deliver on that product/service in considering whether Asurian deserves good standing status.

  Sincerely,

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

   

   

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently took a PlayStation five to the location located in ******** In **********, ****. That time I was told I should sign up for home plus Program. I was told that if you have electronics And it breaks that they will fix it no matter what. I signed up for the HomePlus program. I proceeded to drop off my PlayStation. They had my PlayStation for a very long time. I had to call several times just to get an answer. They told me to come up and they would explain everything to me which I did. They told me that the PlayStation was not fixable and was capable of doing the repairs. Another employee told me I should take it to ******* because there were more experienced. I did so. I also took a light ballast that had malfunctioned as well. They had these items for several weeks. Again, I had to call to try to figure out what was going on. When I finally got in touch with somebody, they told me my items had been repaired and was ready for pick up. Once I showed up to pick my items up, I was then told neither one of the items could be repaired. A little aggravating, but not the end of the world since I had the insurance. I was assured that I did not need the old PlayStation back because they would dispose of it because they did it a certain way that was supposed to be done. Once I got home about a week later, I tried to file an insurance claim on the PlayStation and was told that I needed pictures of the front and the back of the PlayStation, Ive called the Kenwood to try to get this . Ive been told that somebody will call me back because nobody there was able to send emails. I was finally told somebody was on their way to that location. They could take care of this issue and they would call me back in an hour. That never happened. *** called four different times and talked to four different people assured me that somebody would call me back and take care of this issue. That never happened. This is the most unprofessional business I have ever seen.

  Business response

  06/28/2024

  June 28, 2024
  
  *******************
  E-mail: ************************
  
  Re: Case 21874230
  
  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 June 19, 2024 states the following:
  
  I recently took a PlayStation five to the location located in ******** In **********, ****. That time I was told I should sign up for home plus Program. I was told that if you have electronics And it breaks that they will fix it no matter what. I signed up for the HomePlus program. I proceeded to drop off my PlayStation. They had my PlayStation for a very long time. I had to call several times just to get an answer. They told me to come up and they would explain everything to me which I did. They told me that the PlayStation was not fixable and was capable of doing the repairs. Another employee told me I should take it to ******* because there were more experienced. I did so. I also took a light ballast that had malfunctioned as well. They had these items for several weeks. Again, I had to call to try to figure out what was going on.When I finally got in touch with somebody, they told me my items had been repaired and was ready for pick up. Once I showed up to pick my items up, I was then told neither one of the items could be repaired. A little aggravating, but not the end of the world since I had the insurance. I was assured that I did not need the old PlayStation back because they would dispose of it because they did it a certain way that was supposed to be done. Once I got home about a week later, I tried to file an insurance claim on the PlayStation and was told that I needed pictures of the front and the back of the PlayStation, Ive called the Kenwood to try to get this . Ive been told that somebody will call me back because nobody there was able to send emails. I was finally told somebody was on their way to that location. They could take care of this issue and they would call me back in an hour. That never happened. *** called four different times and talked to four different people assured me that somebody would call me back and take care of this issue. That never happened. This is the most unprofessional business I have ever seen.
  
  Your desired settlement states:
  
  Replacement.
  
  By way of background, UBIF *************** (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 Eastgate and ******* stores (individually, the ***************** the Kenwood Store, and collectively, the Stores), which are owned by Asurion UBIF Franchise, LLC (Asurion).
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you brought a PlayStation 5 (the Device) to the Eastgate Store for a cleaning on March 21, 2024.  Following the completed cleaning, on April 9,2024, you brought the Device back into the Eastgate Store because it would not stay powered on during use.  The Eastgate Store was unable to repair the Device and referred you to the Kenwood Store.  Unfortunately, after you brought the Device to the *************, they were also unable to repair it and the matter went unresolved.
  
  Following the receipt of your case, due to the unsuccessful repairs and the delay in communications from the Stores, Asurion authorized a Device reimbursement.  On June 20, 2024, a UBIF Specialist attempted to contact you to confirm some details to complete the Device reimbursement but was unable to reach you. However, the ** subsequently spoke to you and finalized the $500 Device reimbursement, which was processed for shipping and delivery to you within ten (10) business days.
  
  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 Device reimbursement, please contact the ** 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

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 10th 2024 I had a screen protector repair done here. The screen protector immediately failed and was peeling across the screen due to poor placement. I went back in to get a full refund as I was going to apply a new screen protector myself. They only offered me a partial refund for the screen protector itself but they were unwilling to provide a refund for the 'cleaning' that I did not ask for and received no benefit from since the service they did for me failed. When I asked for a full refund, they declined.

  Business response

  06/19/2024

  June 19, 2024
  
  *******************
  ************************************************************************** 5
  *************************
  
  Re: Case 21840699
  
  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 June 12, 2024 states the following:
  
  On June 10th 2024 I had a screen protector repair done here.The screen protector immediately failed and was peeling across the screen due to poor placement. I went back in to get a full refund as I was going to apply a new screen protector myself. They only offered me a partial refund for the screen protector itself but they were unwilling to provide a refund for the 'cleaning' that I did not ask for and received no benefit from since the service they did for me failed. When I asked for a full refund, they declined.
  
  Your desired settlement states:
  
  Refund.
  
  Response:
  
  By way of background, UBIF *************** (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.  According to our records, you visited the Store on June 10, 2024 for a repair on an ******* Galaxy Z Flip3 5G (the Device) with a screen protector film that was peeling off the Device.  You were charged $53.49, which included the replacement screen protector film and a cleaning fee.  After the repair, you reported that it was unsuccessful and the Store subsequently provided you with a partial refund of $21.05 for the screen protector film.
  
  Following the receipt of your case, Asurion has authorized a refund of the remaining $32.44 that you were charged. On June 13, 2024, an Asurion Resolution Specialist (**) attempted to contact you to complete the refund but was unsuccessful.  At your earliest convenience, we kindly ask that you please contact the ** using the contact information provided to you.
  
  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.
  
  Please feel free to contact me by email if there are any additional questions or concerns.  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had appointment, drove 90 miles. **** not there. They didn't call or care about customer relations. $27.00 in gas quoted $90.00 for repairs now $100.00 . Lying, cheating POS. NOT HAPPY WITH CHANGING TERMS, PRICING, AND NO NOTIFICATIONS FROM THEM. Not a good business practices. Bad company. I'm going on line to complain also RIPOFF COMPANY. I WANT MY PHONE FIXED FOR PRICE QUOTED AND MY TIME COMPENSATED I'm missed. S***** company, not good business practices .

  Business response

  06/18/2024

  June 18, 2024
  
  *************************
  136 *************.
  ***********************
  
  Re: Case 21806702
  
  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 June 5, 2024 states the following:
  
  Had appointment, drove 90 miles.  Part not there.  They didn't call or care about customer relations.  $27.00 in gas quoted $90.00 for repairs now $100.00 .  Lying,cheating POS.  NOT HAPPY WITH CHANGING TERMS, PRICING, AND NO NOTIFICATIONS FROM THEM.  Not a good business practices.  Bad company.  I'm going on line to complain also RIPOFF COMPANY.  I WANT MY PHONE FIXED FOR PRICE QUOTED AND MY TIME COMPENSATED I'm missed.  Shitty company, not good business practices.
  
  Your desired settlement states:
  
  Billing adjustment; Finish the job;Repair.
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) 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.  According to our records, you visited the Store for a screen replacement for a ******* Galaxy A15 (the Device).  Unfortunately, the Store did not have the part available at that time.
  
  Following the receipt of your case, Asurion researched your concerns.  In response to your concerns regarding the initial repair quote, please note that a repair quote is subject to change depending upon the completed diagnostic service, parts,and the type of repair service(s) required. Please note that Asurion will notify you of the repair cost before beginning any work.  In addition, pursuant to the Repair Terms of Service, Under no circumstances shall we be liable for any indirect, incidental,consequential, special or exemplary damages, including but not limited to loss of time.  Therefore, your request for compensation for time lost is denied.
  
  Nevertheless, to amicably resolve the matter, on June 11, 2024, a **** Specialist contacted you to discuss your concerns.  After confirming some Device details with you, the **** Specialist informed you that the parts will not be available until June 27, 2024.  The **** Specialist attempted to contact you again multiple times to offer a $50 check as a customer courtesy due to the inconvenience caused by the parts delay, but has been unable to reach you.  As of the date of this letter, we are awaiting your response.  To move forward with the acceptance of the check and to set up a repair appointment once the part becomes available,please contact the **** Specialist using the contact information previously provided.
  
  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 other concerns, please 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

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  febuary 2-8 2024 sent my i pad of feb 2 told on feb 8 it would cost $***.00 to fix when i got it back it was worse then when i sent it in talked to girl by the name of ***** she told me to send it back and she would fix it are replace it i have asked her to replace it give me my #***.00 back and my old i pad back i have not seen anything for 3 weeks tracking # 1z7f2v228409226769 Thanks Rich

  Business response

  06/11/2024

  June 11, 2024
  
  ***********************************
  ***************
  *******,MO 65041
  
  Re: Case 21776386
  
  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 May 29, 2024 states the following:
  
  febuary 2-8 2024 sent my i pad of feb 2 told on feb 8 it would cost $***.00 to fix when i got it back it was worse then when i sent it in talked to girl by the name of ***** she told me to send it back and she would fix it are replace it i have asked her to replace it give me my #***.00 back and my old i pad back i have not seen anything for 3 weeks tracking #1z7f2v228409226769 Thanks ****.
  
  Your desired settlement states:
  
  Replacement.
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) branded stores that repair consumer electronic devices.  Each ********************** location is independently owned and operated by franchisees.  Your case involves the Chesterfield store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, you sent an Apple iPad Air 2 (the Device) with a malfunctioning charging port to the Store on February 8, 2024.  Following the Device **************************** included replacement of the charging port and the battery, diagnostic testing determined that the Device was functioning properly.  On March 5, 2024, the repaired Device was delivered to you at the address you provided.  You subsequently reported that the Device would not power on and you sent the Device back to the Store, which was received on April 12, 2024.  Unfortunately, the matter went unresolved.
  
  Following the receipt of your case, a **** Specialist contacted you to discuss your concerns.  To provide an amicable resolution, Asurion authorized a Device reimbursement, and you accepted.  On May 31, 2024, the $218.00 check was processed and forwarded to your preferred address for shipping and delivery to you within ten (10) business days. Therefore, we consider the matter resolved.
  
  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 further questions or concerns, please feel free to contact the **** Specialist using the contact information previously provided or, alternatively, feel free to 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

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business after being recommended by ******* to get my one fix. I was told by a worker that they put an order in for a battery, which will come within a week. I called after a week and checked the status of the battery, but I kept getting excuses that the battery was taking extra long to come and that they've been having issues with orders being delivered from *******. The worker apologized and promised to get the issue resolved. A month later, the battery was finally delivered. I came at the end of the day on May 18th, 2024, and was told to return the next day or leave the phone. I couldn't leave the phone as it's my only device. I returned the phone to the business around 12:30 PM and was told it could be ready at 4 PM, but I had people ahead of me. I called after 4 PM to check on the status. The guy who answered the phone said they were trying to call me because they had to do some additional work on the phone and needed my passcode. I gave him the passcode and informed him that I didn't have another phone (I had to set up ****** Voice on my laptop to make a call). He then said I would have to pick up the phone because it was not ready yet... They would have to do some additional troubleshooting stuff. I told him I was told the phone would be ready tomorrow for pickup as they were about to close. I told him I needed my phone as I don't have any other phone. We pretty much use our phones for everything nowadays, and I have a very important telehealth meeting with my doctor the next day. I'm unable to log into certain things in phone because of the security feature that sends text to verify. Talked to the worker with the glasses and curly hair and told him how I needed my phone. He told me if I had come at 4, they could've unlocked the phone and finished fixing it. So basically, my phone still wasn't fixed at the proposed time. He said to come the next day when they open... I told him to have a blessed day. He went on about how he hopes I be blessed

  Business response

  06/03/2024

  June 3, 2024
  
  ***************************
  *********************************************. G
  ******************
  
  Re: Case 21733376
  
  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 May 19, 2024 states the following:
  
  I went to this business after being recommended by ******* to get my one fix. I was told by a worker that they put an order in for a battery, which will come within a week. I called after a week and checked the status of the battery, but I kept getting excuses that the battery was taking extra long to come and that they've been having issues with orders being delivered from *******. The worker apologized and promised to get the issue resolved. A month later, the battery was finally delivered. I came at the end of the day on May 18th, 2024, and was told to return the next day or leave the phone. I couldn't leave the phone as it's my only device. I returned the phone to the business around 12:30 PM and was told it could be ready at 4 PM, but I had people ahead of me. I called after 4 PM to check on the status. The guy who answered the phone said they were trying to call me because they had to do some additional work on the phone and needed my passcode. I gave him the passcode and informed him that I didn't have another phone (I had to set up ****** Voice on my laptop to make a call). He then said I would have to pick up the phone because it was not ready yet... They would have to do some additional troubleshooting stuff. I told him I was told the phone would be ready tomorrow for pickup as they were about to close. I told him I needed my phone as I don't have any other phone. We pretty much use our phones for everything nowadays,and I have a very important telehealth meeting with my doctor the next day. I'm unable to log into certain things in phone because of the security feature that sends text to verify. Talked to the worker with the glasses and curly hair and told him how I needed my phone. He told me if I had come at 4, they could've unlocked the phone and finished fixing it. So basically, my phone still wasn't fixed at the proposed time. He said to come the next day when they open... I told him to have a blessed day. He went on about how he hopes I be blessed.
  
  Your desired settlement states:
  
  Contact by the business.
  
  By way of background, UBIF *************** (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.  According to our records, you visited the Store on April 6, 2024 for a battery replacement for a ******* Galaxy S23 Ultra 5G (the Device).  Diagnostic testing confirmed that the Device battery was rapidly draining, but the Device was functioning properly otherwise.  You were provided a timeframe of 7-10 business days for the Store to complete the battery replacement, and the device password was not requested at that time.
  
  Unfortunately, there was a delay in obtaining the replacement battery for the Device.  On May 18, 2024, you contacted the Store to arrange a pickup of the Device for the following day, but there was a delay in completing the repair and performing diagnostic testing because the Store needed the Device password, which you then provided.  On May 20, 2024, after the Device ********************** was completed and diagnostic testing determined that the Device was functioning properly, you picked up the Device at the Store.
  
  Following the receipt of your case, on May 20, 2024, an Asurion Resolution Specialist (**) contacted you to discuss your concerns.  To provide an amicable resolution, due to the repair delay and a lack of communication regarding the delay, Asurion authorized a courtesy refund of $50, and you accepted. On May 20, 2024, the $50 refund check was processed and forwarded to your preferred address for shipping and delivery to you within ten (10)business days.  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 remaining questions, please feel free to contact the ** using the contact information previously provided or, alternatively, feel free to 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

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i took my phone in for a fuzzy camera when it was defective, my earpiece and face id wiring was damaged,

  Business response

  06/05/2024

  June 5, 2024
  
  ***************************
  E-mail: *****************
  
  Re: Case 21730037
  
  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 May 19,2024, states the following:
  
  I took my phone in for a fuzzy camera when it was defective,my earpiece and face id wiring was damaged.
  
  Desired Resolution:
  
  Repair.
  
  Response:
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to ************************ to operate uBreakiFix (****) 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 May 12, 2024, you brought your Apple iPhone 12 Pro *** (the Product)to the Store requesting to have it cleaned. However, the initial diagnosis determined that the Products cameras appeared to contain moisture under the lens. On May 13, 2024, when you returned to the Store, the repair technician informed you that it had been determined that the Product had sustained liquid damage,which had subsequently caused the screen, microphone, and speaker to malfunction.  The technician informed you that the Store could attempt a repair; however, the Product would not be covered by the **** 1-year Limited Warranty following a repair due to the liquid damage.  In addition, the technician informed you that there was no guarantee that a repair would be successful.
  
  Please note that all repairs are backed by a 1-year Limited Warranty, which includes exclusions if applicable.  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.
  
  As indicated above, the Limited Warranty does not cover defects resulting from liquid damage.  Therefore,you were correctly informed that if a repair is performed on the Product, the Product would not subsequently be covered under the 1-************ Warranty due to the Products prior exposure to moisture or liquids.  Following receipt of the BBB matter, on May 27, 2024, a **** representative contacted you to further explain the Warranty coverage and the Products assessment, and you did not request any further assistance.
  
  Although we cannot meet your desired resolution, the Terms and Conditions Asurion is following have been explained, and therefore, we consider this matter addressed.
  
  Sincerely,
  
  *********************
  Asurion, Regulatory Affairs
  Email: ******************************************
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my cell phone in for a battery replacement on Saturday 5/4/24. By Monday, I was receiving messages on the phone saying my SIM card was not installed. Immediately following that my screen went completely black and has lines going up and down it, but nothing else. I took the phone back to the store to have it looked at and they said they would replace the screen under warranty. When I went to pick up the phone the next day, they claimed the battery they installed was defective and destroyed my phone, giving me a number with Asurian to call and file a complaint. ******* denied having any involvement with UBreakIFix and that they would not cover anything. I have received a refund for the original battery fix, but I am out the money to replace my previously working phone. I still owed roughly $350 on the phone. Because it is their fault for breaking the phone, I would like either a new one of same or better make and model or direct reimbursement for the replacement I will be buying on my own.

  Customer response

  05/09/2024

  The store I visited was UbreakIFix on *********** in ********, ****. Zip code is 43214. 

  Business response

  05/22/2024

  May 22, 2024
  
  *************************
  *******************
  
  Re: Case 21688275
  
  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 May 9, 2024, states the following:
  
  I brought my cell phone in for a battery replacement on Saturday 5/4/24. By Monday, I was receiving messages on the phone saying my SIM card was not installed. Immediately following that my screen went completely black and has lines going up and down it, but nothing else. I took the phone back to the store to have it looked at and they said they would replace the screen under warranty. When I went to pick up the phone the next day, they claimed the battery they installed was defective and destroyed my phone, giving me a number with Asurian to call and file a complaint. ******* denied having any involvement with UBreakIFix and that they would not cover anything. I have received a refund for the original battery fix, but I am out the money to replace my previously working phone. I still owed roughly $350 on the phone. Because it is their fault for breaking the phone, I would like either a new one of same or better make and model or direct reimbursement for the replacement I will be buying on my own.
  
  The store I visited was UbreakIFix on *********** in ********, ****. Zip code is 43214.
  
  Desired Resolution:
  
  Replacement
  
  
  
  Response:
  
  By way of background, UBIF Franchising Co.(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 Columbus store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  Following the receipt of your case, on May 13, 2024, an Asurion resolution specialist contacted you to discuss your concerns regarding the device malfunctions following the May 4,2024, repair of your ****** Pixel 6 Pro (Product).  As a resolution, in addition to the refund of the $107.49 for the battery repair, the Asurion resolution specialist offered to provide reimbursement for the Product in the form of a check totaling $400,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 is not representative of the quality and/or reliability of the service we strive to provide.
  
  Regards,
  
  ***************************
  Regulatory Complaints
  Email ***************************************
  
  

  Customer response

  05/22/2024

   
  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,
  
  *************************

*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. ↩