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:06/04/2025

  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 enrolled in ************* when i bought my ******* Phone from ******* retail site.The insurance plan from ******* care charges $9.70 per month for providing insurance against damage theft or malfunction. My account has been paying the billing charges for last 2 years on timely fashion. However when i log into there site to file claim the account shows up as on hold and prohibits me from filing any claim . This has been continuing for last 2 months . No support representative was able to or willing to resolve my issue.

  

  Business Response

  Date: 06/09/2025

  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 an email has been sent to the customer, confirming that the plan is now active and that they can proceed with filing a claim.
  
  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:05/29/2025

  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 was previously a subscriber to the ** Ultimate Gaming Plan which is administered by Servify and covers and mechanical failures, electrical failures, as well as accidental damages caused by the consumer to any Gaming Items (PC related or not and ** Branded or Not) which they have in the home. I unfortunately suffer from some severe medical problems which I prefer not to discuss at length that resulted in the damaging of my ** Victus Gaming laptop. During the month of February, 2025 I filed a claim on said laptop with Servify under this plan and was directed to ship my unit to a vendor repair facility of their's called Relectro in **. My reservation began immediately once I was told that they almost never work with any PC's or really anything outside of a cell phone but as the device was directed here, they would do the best as they were able to and were going to have to obtain approval to order parts after diagnosing it and it was going to be a far more drawn out timeline than I was ever told. Well the very next day, to my surprise I got a call from them again stating that the device was completed and they were sending it back to me the following morning. I was expecting a full housing replacement on the device, evaluation and repair for an internal buzzing sound that had ruled out fan noise but unaware still of its origin and at that time that was all. I got my unit back and now the touch pad on my mouse has been caved in on the corners on the upper two corners and the display has OBVIOUS pressure on the lower side and is in worse shape than it was sent. I need the business to replace my PC at this time with a brand new unit as it was less than 2 months old when this alll occurred and I have been without it this whole time fighting with ** trying to get help.

  

  Business Response

  Date: 06/04/2025

  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 ************************** have spoken with the customer and provided a reimbursement of $700.
  
  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:05/27/2025

  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 filed a lost device case with ********************** back on May 3rd and recieved a replacement that was damaged. I then called and complained and was told I will recieve an upgraded S25 Ultra but then again the weeks later the device I got was S24 Ultra which was again having issues. I then called the customer support again and was told to ship back the new device which I did. I was then informed I will recieve a replacment device again and still haven't recieved anything. This is extremely frustrating as each time I call I get told it will take 24 to 48 hours to recieve get a replacement processed but still haven't heard back or recieved anything. The supervisor I connect with each time is named **** and I'm getting a run around from Servify as I'm not being provided a working replacement device. I have also sent an email to *************** but no response back.

  

  Business Response

  Date: 06/04/2025

  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 another replacement device has been successfully 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

• Initial Complaint

  Date:05/26/2025

  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 cracked my phone screen on 5/3/2025. I have ************ plus. I opted to have my phone a ******* s24 ultra mailed to the repair center. I mailed it on 5/5/2025, it took *** a week to get it to them. They received it on 5/12/2025, it was to take 3 to 5 business days to repar and mail back estimated 7 to 10 days for me to receive it back in the mail. Which I should have back, I have called the center 3 times since the status was changed to claim closed. Each time I am told they are escalating the issue to the repair center. I was told by the first rep I would receive my phone today but nothing has shown and it is still at the repair center according to their website. All I want is my phone back with the screen fixed. I'm tired of the run around. If they lost my phone give me a replacement (new) S24 ultra. I'm still paying installments on this phone through ATT.

  

  Business Response

  Date: 05/31/2025

  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 original request was cancelled, and a refund of $29 has been processed. A new request was subsequently raised, and as an exception, a replacement device was provided to the customer without any deductible. The replacement device has already been 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: 05/31/2025

   
  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:05/20/2025

  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.

  ******* offers ************ Plus through Servify and its a scam. They designed a phone with thousands of complaints on its flawed design. The folding screen feature fails and instead of taking ownership of this flaw they pushed me off to Servify stating I am out of warranty. I expected to pay about $29 for screen replacement. Instead I am being billed $99 due to some hinge issue. The screen started failing, pixeling at the edges and finally the dreaded black line in the middle which caused the screen to fail not allowing me to use it. The phone folded fine. No accidental damage of any sorts!! I sent the phone out may 7th. Got an email claiming accidental damage with a bill of $99 on May 17th. Spent countless hours on the phone and via email with Servify. ******* keeps routing me back to Servify, taking zero accountability. Ive been without a phone for 2-weeks. Im afraid of asking for a replacement which was never offered to me, because most complaints on Reddit claim they are being charged $1000 for a replacement phone to use in the meantime.I will be canceling all my ************ + plans and will now buy iPhones and Whirlpool for appliances. I have lost all faith in *******.

  

  Business Response

  Date: 05/27/2025

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

  We would like to inform you that we have spoken with the customer and informed them that a refund of $70 has been processed out of the $99 paid by the customer. Additionally, the customers device is currently under quality check, and as soon as it is completed and the device is dispatched, the customer will be notified with the tracking details.
  
  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:04/29/2025

  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.

  Date Device was Received: 04/15/2025.Issue regarding the warranty of my ******* Galaxy S24 Ultra that has been causing me great concern. I sent my device to ********************** for internal system malfunction repairs, but upon inspection, I was unexpectedly asked to pay $99 for alleged external frame damage.I immediately requested photos of the supposed damage to my phone in order to verify the claim. However, after a week of waiting with no response or resolution, I made the decision to recall my phone.Coincidentally, on the same day that I received my phone back from ***, I was notified via email that my warranty had been canceled. Subsequently, representatives from Servify have informed me that I allegedly agreed to cancel the warranty during a phone call with them. Despite my repeated requests, they have failed to provide any evidence of this alleged conversation.I must emphasize that I have not received nor agreed to such terms, and I expect this matter to be resolved promptly and fairly. I urge Servify to provide the requested recording of the phone call in question immediately to clarify this ********************* Warranty was Canceled: 04/23/2025

  

  Business Response

  Date: 05/02/2025

  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 an email has already been sent to the customer with a detailed explanation and a summary of events. It outlines that the customer initially sent the device under the Extended Warranty program, but it was later found to be physically damaged.

  The customer declined to proceed with the $99 payment and subsequently requested the cancellation of the plan, providing written confirmation of the same. Additionally, the customer encashed the refund check issued for the cancelled plan, which clearly demonstrates their acceptance of the cancellation. The written confirmation of the customer's request for plan cancellation has already been attached and shared with the customer.

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

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23262156
  
  I am rejecting this response because:

  
   I've touched base with several of their company's representatives, attempting to discern the truth of a troubling situation surrounding the cancellation of my warranty. 
  
  Unfortunately, the supposed "answers" that have been presented so far conjure up more questions than they could ever hope to resolve. It appears that each representative has formulated their own unique rendition of what transpired, none of which coincide in any meaningful way. 
  
  One has confidently informed me that I approved cancellation via a phone conversation. Another representative, in contrast, spun a narrative where I supposedly gave my approval via email. The lack of consistency in your account severely undermines the credibility of thier representatives, and I'm left completely in the dark about the actual circumstances.
  
  In a bid to attenuate this confusion, I've requested on multiple occasions a specific date and time stamp of these alleged interactions. Yet, I'm invariably met with vague responses and weasel words. In addition, as one would expect in such a scenario, a voice recording of me verbally agreeing to this cancellation should exist, but all my attempts to obtain this have been met with nonchalance and complete disregard.
  
  The audacious assumption that I would ever agree to invalidate the warranty of my purchased product in silence is, frankly, a slap in the face. I demand transparency, correspondence, and a resolution. 
  
  I'm not just going to lay back and take this. I expect actual cooperation and concrete evidence on this matter.
  

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

  

  Business Response

  Date: 05/19/2025

  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 confirm that this email serves as written confirmation that we have reviewed the call recording and can verify that the customer agreed to cancel the plan. Furthermore, the customer has encashed the check issued as a prorated refund for the plan cancellation.

  While we understand the customer's request, we are unable to provide the requested information as it falls under proprietary data and disclosing it would violate Servifys privacy policy, which the customer agreed to at the time of claim filing.

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

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23262156
  
  I am rejecting this response because:

  I want a date and a time of when i received this call to cancel my warranty. Every representative tells me a different story. 
  
  **** *********

  

  Business Response

  Date: 05/30/2025

  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 confirm that the customer called to cancel the warranty on April 18, 2025, at 4:18 AM EST.

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

• Initial Complaint

  Date:04/23/2025

  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.

  Under ************* Warranty for my ******* s24 Ultra cellphone repair service by Servify to be performed.The device was shipping in a timely manor on April 1st, 2025.The device was received on April 7th, 2025.I was told on April 15th that they would look into the delay.I was told on April 21st that there was a parts issue and would be updated.Every attempt to contact support was a "canned" response that they would get back to me an update me later.I have been without a working phone for 23 days as of this complaint.If there is a parts or labor shortage the device should be replaced with a refurbished unit. I have paid for a warranty service for this device so that I wouldn't be without a phone and now I have gone weeks without it. Based on this experience I will never get the ******* warranty or warranty via servify based on this experience. I will also recommend to others to not purchase or use their services.I tried calling the customer service number but it was a automated system telling me to email them.

  

  Business Response

  Date: 04/26/2025

  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 we have notified the customer that the replacement device has been dispatched 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

• Initial Complaint

  Date:04/17/2025

  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.

  Beginning of April 2025, I mailed in my phone to be fixed. I pay a monthly fee to have my phone protected under them and depending on what the issue is I will need to pay a copay. I was mailing my phone in because my phone started saying system processing not responding and system not responding then it has shut off and will not start up past the initial screen.Since sending it in, my claim has been canceled multiple times. The first time my claim was canceled on April 8th and I was told my account was on hold but my monthly payment have been taken out of my account on 3/20, which Servify confirmed. They told me I had to call back on 24 hrs and see if my account was off hold and then they would create a new claim. I called back the following day on April 9th and a new claim was created. On April 11th my claim was canceled again and they would not give me a reason why. Again they created a new claim for my phone they already have. On April 16thmy claim was canceled again and we went through the process again and they canceled my claim again on April 17th. As I am submitting this it is April 17th and after canceling my claim they sent me a request for payment for $99 saying they are repairing physical damage on my phone. I sent my phone in for operations and software issues which they told me was $0 and this is what their plans says. I have called again and asked why it is being repaired for physical damage and they could not answer me and told me to call a different number to dispute my claim. I asked if they have the right phone since I sent my phone in awhile ago and keep creating new claims. They could not confirm this. At this point I don't feel like I am getting my phone back let alone fixed.

  

  Business Response

  Date: 04/23/2025

  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 we have spoken with the customer and have informed them that the device will be repaired under Extended Warranty for operational issues. Once the repair is completed, the customer will be notified with the tracking details.
  
  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: 05/06/2025

  
  
  My case is ********. I have received emails from Servify stating they will repair my phone but they have continued to send me request for payment and have canceled my claim and re open it multiple times since my claim. 
  
  
  I have asked for an update several times and they just keep saying they are working on it without any real answer. 
  
  
  Please let me know if you need anything else. 
  
  
  Thank you, 
  
  
  Soraya 
  

  
  

  

  Business Response

  Date: 05/06/2025

  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 and shipped, and the tracking details have been shared with the customer via email.
  
  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:02/23/2025

  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