Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my phone in originally for repair on March 17, 2024. I was told by the repairman that if I experienced the same issue that it would be covered under warranty. My phone had an issue with the *** again on April 1 of 2024 I brought it back in for repair and I was charged $81. After I was initially told that it would be covered for free. Then the people called the police stating that I was refusing to pay, their website clearly says that there is a warranty on all of their work and they would immediately begin on the repair. The warranty is for six months so there shouldve been no fee I would like a refund of $81.

  Business Response

  Date: 04/06/2024

  Customer returned her broken and unfunctional iPhone 11 into our location on 4/4/24. Our trained technician, who has fixed the customer's device numerous times in the past with no issues examines the device. At that time the technician tells the customer that she has broken the *** screen under the glass and that it is NOT covered by Batteries Plus Bulbs warranty because this is deemed as customer neglect and voids any warranty (see highlighted attachment.) He does at that time tell her since she only recently had the device repaired that he could do a new repair for the discounted price of $75 plus tax just as before rather than the regular price of $89.99 plus tax. The customer readily agrees and agrees to pick up the device and pay the agreed upon price in 45 minutes to 1 hour. This interaction is recorded on our store camera. Upon returning customer changes her story, stating that "repair should be free" since she had only recently had it repaired. ************** repeated the warranty policy and what it covered (defect's in the screen and workmanship issues) but not dropping and breaking the screen again voiding any warranty because this falls under the guidelines of customer neglect. At this time the customer calls both parents on speaker phone and both are yelling at ************** as he is trying to explain again the guidelines of customer neglect. He tried explaining and even apologized for any confusion but the device was not covered and the customer knew this and had agreed to pay for the repair prior to leaving the device. At some point our store employee felt threatened enough to have to call the local police and have the customer removed. The customer is now trespassed from ever returning to our location over a simple device repair that was fully explained and agreed upon in advance.

  Customer Answer

  Date: 04/08/2024

  Complaint: 21533140
  
  I am rejecting this response because:

  I would like to review the footage and also the phone was not dropped. The warranty online doesnt speak of any voids, but does speak of the organization honoring its work. Please forward policy also for review. Clearly, we are not the only customers that have had the issue with this location. The person told us that if the issue with LCD occurred again it would be covered free of charge. If something different was said and agreed upon please send footage stating so.
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/09/2024

  I have attached a highlighted copy of the warranty policy from the manufacture. I have also attached pictures of the phone screen with the highlighted damage on the bottom. The warranty clearly states that the warranty covers any MANUFACTURER defects, dead spots on the screen, hypersensitive digitizer (screen moving on it own), and dead digitizer (screen moves slowly). These defects are typically present within *************************************************************************************** damaged screen, LCD or digitizer. As I have highlighted on the attached policy this falls under the category of customer neglect. These policies are governed by the screen manufacturer and not each individual location. Each screen warranty is returned to them for inspection and anything with any of these issues is immediately rejected by them not us. Since she had only recently had the screen repaired but had broken it again so quickly a significant discount was offered and agreed to PRIOR to taking in the repair. The phone was completely unfunctional and in need of repair (see highlighted photos of the damaged LCD). The technician would not have attempted the repair without the agreement to go ahead. I apologize for any confusion on the matter.

  Customer Answer

  Date: 04/10/2024

  Complaint: 21533140
  
  I am rejecting this response because:

  thank you for your response. In the first reply you mentioned you having a video of the conversation that I requested in my response. You mention that the screen is requested by the manufacturer, how so when the repair is same day? 
  
  Regards,
  
  *******************************