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:02/23/2025

  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 have tried to work with this company for almost 5 days now to file a claim however, they are doing everything they can to delay/not help me. The issue is that their claims system doesn't seem to show that my account is paid and up to date, however their billing system does show this. But apparently, the burden of proof is on me, I have 2 email confirmations and bank statements showing me charges made by this company. The fact that I even have to submit a complaint here to get their attention is showing. (******* if you are reading this, you need to go back to *******, this company is awful. They claim that due to a system glitch, they can't file a claim because the system is showing I'm still pending payments when I'm not. They gave me a ticket number and promised me on 2/22/25 that by the end of the day, I'd see this resolved and I'm still waiting without any phone or means of alternate contact and this is unacceptable. They seem to have very poor system engineering/management or follow-ups to deal with these matters. I've been paying for years now and expect my service to be prompt given how important my phone is for my job. If this is not resolved today or tomorrow I will be contacting my state attorney and reporting this to the *******************************. Everytime I call it's like speaking to robots, and they do not check notes or even review emails and ask me to send documentation all over again.

  

  Business Response

  Date: 02/25/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ********* ****.
  
  We would like to inform you that the customer's plan is now active, and the replacement device has been successfully delivered.
  
  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 02/25/2025

   
  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. 

   

  However customer's should not have to wait excessively and be expected to provide any proof of existing payments made when their billing site shows im up to date vs what their claim site says. Multiple calls and no resolution for 3 Days and no way to properly communicate with anyone. Very poor software management and oversight on their website. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/21/2025

  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 purchased a **** television on October 28, 2022, but it stopped working on February 15, 2025. I called the number for **** Protect Plus and provided all of the required details via email (visual proof of the problem and proof of purchase). After I provided these details, I was told that my claim was "tentatively approved pending a scheduled virtual triage appointment with one of our service provider's remote technicians." I responded to this email with details regarding my availability for Friday, February 21, 2025, and Monday, February 24, 2025. My appointment was confirmed for Friday, February 21, 2025, at 1:00 - 1:30 pm EST. I did not receive any phone calls from the technician, and upon calling the Servify ***** they told me that I now needed to wait until Monday for the appointment and that I should "rest assured" that the issue was being escalated and addressed. As a customer who paid over $400 for the **** ********************** warranty plan, I find this level of customer service unacceptable. I should not have to continue taking time off from work to accommodate a technician and run the risk that the technician will not follow through. I already took time out of my day to make myself available and did not receive any help at the scheduled time. While Servify may not be the party responsible for providing the virtual technical service, they should not subject a customer to deal with the unprofessionalism of the actual service provider. My claim is still "tentatively approved," and I still do not have a working television or a clear and definitive path to resolution. I want my claim to be fully approved and would like the now-defunct television replaced with a new, unused, updated model.

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ***** Manthon.
  
  We have informed the customer that the order for the replacement device has already been placed, and the device is expected to be delivered on March 4, 2025.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:02/07/2025

  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 contacted ******* care team to repair my phone. They said that my warranty was expired even though it doesnt expire until the end of this year and I pay monthly for the warranty. After that was solved I sent my phone in for repair. They contacted me and told me it was accidental damage even though its not my fault. They accused me of breaking my phone and having cracks on both the front and back glass. Along with dents in the frame. I explained I never dropped it and it always has a case on it. They sent my phone back without it being repaired. I have pictures of my phone with no cracks or dents. All of the things they accused me of is false and is just normal wear and tear of using the phone. They wanted me to pay an extra $100 to get my phone repaired.

  

  Business Response

  Date: 02/15/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ******* *******
  
  We have spoken with the customer and have raised a new request to repair their device.
  
  Additionally, the customer has been informed that, as a business courtesy, we will waive the $99 deductible they paid.

  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:01/31/2025

  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 have insurance through ******* for my phone. They use Servify ***** company that deals with insurance claims. I cracked my screen on jan 14, 2025. i called and filed a claim on January 14. Somehow they had an email address that I haven't used in over a decade and did not enter into the claim. They sent me info to that email. I found out weks later that my claim was rejected for no reason. Then after complaining multiple times I was told I needed a video of my damaged screen. I sent them a video by my coworker and they couldn't read it because it was an ipphonevideo, but I can view it from any computer screen. It's been delay tactic after delay tactic and now they are refusing to help pay for damages and rejecting the claim for no reason. I feel like I have been scammed. I've had broken phones fixed in the past thrpough other insurance carriers and it's never been longer than a couple of days. I don't think this company is a legitimate company. i think it is a ************.

  

  Business Response

  Date: 02/04/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ********* *******.
  
  We would like to inform you that the customer's device has been repaired.
  
  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:01/25/2025

  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.

  On 19Jan2025, I submitted a claim for loss of my ******* Galaxy Ultra 24. However, I was informed that the claim could not be processed due to technical issues within ******* Servify. Despite waiting for the issue to be resolved, I was required to resubmit my claim.On 24Jan2025, I resubmitted the claim as instructed. Unfortunately, the same issue occurred, and I was again told that technical problems were preventing the processing of my request. This repeated failure indicates a lack of proper system management and has left me without a resolution to my claim.

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by **** ********.
  
  As per the latest update, the replacement device has been delivered to the customer, and the request has been completed.
  
  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 01/29/2025

   
  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. I wish the business be more competent and conduct their due diligence to meet customer expectations and satisfaction. They should not force customers to file complaints to seek service that they have already paid for.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/25/2025

  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.

  I have a contract with ************* to povide ***air services for my device through **********************. My Billing dates are on the 17th of every month. My card number had changed and as such the transaction declined when billed. on Dec 16th i made multiple attempts to reinitiate the charge after changing my payment method, the website consistently gave me error codes. They were not "card declined" errors, they were errors on the website. I even further verified this by calling my bank and they confirmed that there were no attempts to charge my card for any amount from *******. I kept trying and eventually i was able to add my payment method and initiate the charge, The **** told me the transaction was successful so I thought my account was reinstated. I had received a notice via email saying my contract has been cancelled in early january, I spoke to a ******* *** who told me i can just go online and re-enter my card details, which i did, i entered a different card and kept getting the same errors. I then received an email saying my contract was cancelled so today i called and the *** has now informed me that because jan 17th was the 30th day of cancellation, they cannot reinstate my account. This is unfair because i made all attempts to rectify the payment issue and through no fault of my own, the website kept throwing errors and the support staff gave me false information.

  

  Business Response

  Date: 01/29/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** ******.
  
  We have spoken with the customer and shared the details of the relevant team to assist with reactivating the plan.
  
  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:01/15/2025

  Type:Product 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 bought a policy in Jan 2024 that covers breakage. In Dec 2024 I filed a claim #ITFY4ZUUUIT4 for a replacement device due to a cracked screen. I received a confirmation email they had received my claim and approved a replacement on 12/27. On Jan 13th after receiving no other communication and not receiving my replacement device I called them and they said they escalated the case to the back office for expedite. On Jan 14th I received an email saying they had shipped my replacement device. However, upon checking the ***** tracking number ************, it showed it was going to ******** when my address is in *****. I immediately called them back and tried to get them to make it right. Nothing was done and the item delivered to the wrong address in ******** even though my address has always been in ** and they had the correct address. Called them back on the 15th and was told I needed to wait another 48 hours or more for them to verify the issue. I tried multiple times but this company is horrible. I want a new ******* phone issued immediately or authorization to buy my own with full refund from them. I have spent hours on the phone with this company with zero resolution.

  

  Business Response

  Date: 01/17/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by the customer regarding their 1TB replacement device.
  
  After reviewing the situation, we would like to clarify the options we have provided to the customer.
  
  We have outlined two possible resolutions:
  
  Replacement with an Available Device
  
  We offered to ship a remanufactured device in a different color (Titanium Gray) from our current stock.
  This option allows for immediate shipment to minimize any further delays.
  
  Reimbursement Option
  
  We offered a reimbursement, allowing the customer to source a new 1TB device independently.
  
  To accommodate the customer's concerns, we are making an exception to keep their plan active, provided they purchase the same device model and share the **** number with us. If a different model is chosen, the current plan will need to be canceled, and the new device will require re-enrollment under a new plan.
  
  We have communicated these options to the customer and are awaiting their response to proceed further.
  
  We are committed to resolving this issue promptly and ensuring the customer is satisfied with the outcome.
  
  Regards
  Team Servify

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22817120
  
  I am rejecting this response because: ******* does not have the S24 Ultra 1TB edition anymore.  This is due to them launching a new version, the S25 Ultra 1TB which is the follow on replacement.  I will need to purchase this version to get the 1TB option.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/25/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** *****.
  
  We have informed the customer to provide the details sent to their registered email address to initiate the reimbursement process, and the customer has agreed to share the details soon.
  
  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

• Initial Complaint

  Date:01/14/2025

  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.

  On 07/11/23 I bought a ******* GalaxyBook with an extended warranty plan I immediately activated provided by ******* Care+/Servify. This warranty is good for 2 years. Therefore, it is good until 07/11/25. (well within the timeline of these events.)My laptop screen broke through accidental damage. The screen was completely black. Therefore, I filed a claim (#**********) on 12/21/24 on the ******* Care+ website to have the laptop repaired. I was sent a *** mail-in ticket to mail the laptop to a repair center called ******************** in *********, **. The *** tracking #1Z8YE7343507832248 says the device was received on 12/23/24. ******* Care+ did not sent any confirmation that the laptop was there and being repaired and their website said the Mail-in Request was canceled, so I called them at ************* on 12/26/24 to ask the status and was told to wait ***** hours for a response. After hearing nothing, I called 9 more times and each time ******* Care+ said they would escalate the issue and I would hear w/in ***** hours. Then, I got a confirmation that the laptop was received on 1/2/25. I got an email to pay ******************** $875.62 for the repair. My laptop is covered by ************** so I should not be paying this amount. After calling ******* Care+ to ask about this, I was told it would be handled and that there was just a technical issue. I got another email on 1/7/25 that seems to be an exact replica of the email on 1/2/25 but with a new ticket number **********. No repair status. I received an email 1/8/25 from ******* Care+ saying it is being repaired and will be shipped by the end of this week. On 1/9/25 I called ******************** to confirm and they said it is NOT being repaired and they haven't received any updates from Care+. I got the same response today.They have had my laptop since 12/23/24 - 22 days. My laptop is not being repaired. At this rate, I don't think I will see my laptop unless the Better Business Bureau intervenes.

  

  Business Response

  Date: 01/15/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ******* *******.

  We have tried to reach out to the customer via call, but it went unanswered. However, we have sent an email to the customer with the tracking details, informing them that the device has been repaired, shipped, and will be delivered to their address.
  
  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

  Customer Answer

  Date: 01/17/2025

   
  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:01/14/2025

  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.

  In 2019 I purchased a S9 Plus and added ************ Plus which I continued to pay for until it was canceled by ******* on Dec. 17th, 2024. Prior to that on Dec. 13th, 2024 I called ************ Plus to file a claim to replace my accidentally dropped device. Although my account was active and in good standings I was told that I would be denied the option to place a claim to replace my current Note 9 that was damaged on Dec. 13th, 2024. In 2021 I had received a replacement device from Assurant which was the Note 9. Since, I have been given every excuse in the book as to why I cannot place a claim. First, I was told when ************ Plus changed from using Assurant to Servify that there was a system error and my data was not migrated over causing the issue. Second, I was informed that I canceled the account. Third, per Assurant my information was not in the system. Although, I have receipts for payment and return of the S9 Plus for the Note 9 that Assurant provided. Having placed multiple calls to ************ Plus and requesting to be escalated I was told I would receive a call back, hung up on, abrubtly put on hold or transferred to another person in the company that said "it wasn't a good day for me to speak with someone" or transferred to Care Plus as I was "their problem". I am extremely frustrated and disappointed by a company I used to love and support so much. All I want is to receive a replacement device as promised by the service I had been paying for. I feel anything less is fraudulent! I am placing this complaint under *******, Assurant and Servify in the hopes that together we can find a solution. If needed I can provide a copy of my ******* Financing Account showing the payments for ************ Plus or any other records that I have. Thank you, ****** ******

  

  Business Response

  Date: 01/15/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** ******.

  We have spoken with the customer and informed her that she purchased the plan in 2019 from *******, so she needs to contact Asurion. We have already sent an email to the customer with the relevant details, and we have also forwarded her details to the relevant team to assist her over the call.

  We believe this resolves the issue.

  If there are any further questions or concerns, please do not hesitate to contact us.

  Best regards,
  Team Servify

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22808759
  
  I am rejecting this response because:

  This issue is still ongoing and has not been resolved. I keep being told to contact a different company and each time I am told they cannot assist me. I have continued to have to argue and fight for what is right and just. Even providing documentation of the account that was active and in good standing with ************ Plus at the time of the incident. Only to be told that now the records have disappeared, mysteriously....
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/25/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by ****** ******.
  
  We have received an update from the relevant team confirming that they have already contacted the customer and informed them that they will be assisted with the replacement device. Additionally, the customer is satisfied with the resolution.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 01/25/2025

   
  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.
  

  I will be happy to receive the new device. 

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

• Initial Complaint

  Date:01/04/2025

  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 have extended warranty and insurance for my phone. My screen delaminated became defective (common for my Flip 3 phone, where the folding part of the screen become defective and have lines and delaminated).This defect happened at least 2 weeks ago while the plan was active. I had no success filing this online so I finally called in this morning 1/4/25. The customer service at ********************** told me that my plan expired a few hours ago and could NOT process my claim. Even though this incident happened at least 2 weeks ago while the plan was still in effect. The screen defect has become much bigger and this definitely doesn't happen overnight. And just like a car insurance coverage, an accident would be covered if the insurance was still in effect during the time the car had coverage. NOT when the accident was reported to the insurance company. Servify still denied this argument.

  

  Business Response

  Date: 01/08/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address the complaint submitted by **** *****.
  
  We have spoken with the customer, and the replacement device has been dispatched. It will be delivered to the customer.

  We believe this resolves the issue.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  Team Servify

  Customer Answer

  Date: 01/09/2025

   
  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,
  
  ***** ****