Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My significant other and I went in to get our son’s phone fixed. We weren’t sure of the exact generation of the phone and we made that very clear. Once he looked a few things up on the computer he showed us the screen, then were told if we pay him for the price of the part it would arrive the same day/the next day and also said it would be completely finished within 3-4 days. We went in the next day around their closing time It fails to be delivered within the time mentioned to us. We gave him the benefit and he told us we would get $10-$20 off the his labor charge. We waited 2-4 days to retrieve the fixed phone. When we arrived he said give him a minute n proceed to tell us we will need to pay more money to send back the incorrect part since it wasn’t the correct one. We then asked how much more would the difference be to get the correct part and he said another $100-$150. We then declined to have him get the correct part and requested a refund he then said I should have it within 5-10 business days. About a week to a week and a half later, we had went in and asked him when I should be expecting my refund because it was already passed the week and almost to the 2weeks that he said it should be for me to retrieve my money on my card. When entering he demanded we pay him at least $15 possibly a little over $20 after tax for the shipment back of the incorrect product that he still had in the store. I then said that him as a business owner, I would think would be able to at least ship it back and deduct the amount from my refund but in my opinion, he was the one that ordered the incorrect part, knowing we were unsure about the generation of the phone. He then said I’m done talking to you. You could leave my store.

  Business response

  05/06/2024

  The couple came in with a Pixel phone. I asked them what model phone they had. The female wasn't sure but the male  said  "It's a pixel 6 for sure" while the female got on her phone and called someone because they said it was for her brother and I assumed that was the person on the phone. That person said it was a pixel 6. The difference Google Pixel 6 and the Google Pixel 6 Pro is indistinguishable by just looking at it. The replacement screen for the Pixel 6 $135.00 plus tax plus shipping charge. I only charged them for the 2-day shipping via FedEx but would overnight the part, which i did. Unfortunately, FedEx was delayed and it wasn't delivered till the day after the expected delivery. Once I had the replacement screen, I disassembled the the phone in question and discovered it was not a Pixel 6 but a Pixel 6 Pro. The replacement screen for a Pixel 6 Pro is $265.15 before shipping and tax. I immediately called the the female and told her the situation. She expressed she was "annoyed". I attempted to assure her that I can send the screen back and get a refund but she only said she was going to let me go. The following day, The female came in accompanied by two men. She was rude and hostile though I let her speak. She said I was late getting the part, that I should have measured the phone, and it was my fault. When she was finished, I attempted to explain the phone differences between the Pixel 6 and the Pixel 6 Pro are negligible until it is disassembled. She immediately interrupted and said she didn't care and that I was "disrespectful for cutting her off". At that point, I understood there was no explaining and said "Ok, it will take some time but I'll get a refund". She then left. One week later, the female returned with the male she initially came in with asking for the refund. I told them to stop in the next day and I would have the refund but I would have to deduct $10.00 for return shipping. I still had the replacement part but was going to pay her the refund out of pocket till the replacement screen was returned. The female began to argue immediately about paying return shipping. At that point I was done with the abusive behavior and said "You know what, I have changed my mind, here is the part you ordered. Please leave.". The male picked up the replacement screen Slammed it on the glass counter and both the male and female both walked out loudly complaining. The male saying "you are going to get yours, bet, bet.". I walked outside and the male was repeating the same thing till they got in their vehicle. I then called the police just to let them know what transpired. They told me if the couple returns, to give them a call and they will make it clear to the couple they are no longer allowed to return. I still have the replacement screen because they didn't take it with them. I have included an image of the part in it's packaging. The screen may or may not be damaged as you can see a screw that is embedded in the packaging from when the male slammed it on my counter. I kept the part knowing I wouldn't see or hear the last of them.

  1. I did them a favor and overnighted the part only charging for 2-day. 2. charging them more for the correct part was never discussed. and 3. I only said the return shipping would be $10.00
  

  Customer response

  05/06/2024

  I am rejecting this response because: I would just like my refund back to my card. Even if it is $10-15 less. I was never told that they would give me cash. I was told I needed to pay the $10-15 it was to ship it back and once the owner received it was when I would have it back. I was very irritated bc of the amount of time I had to wait for the refund that I was told I was supposed to get back. I also have the paperwork that he signed and wrote out saying I would be getting the refund. We don’t wish/want to ever do business with this company as long as we get the refund.
  

  Business response

  05/13/2024

  The replacement part was ordered by the consumer, who was adamant about the Pixel 6 Pro, which they incorrectly reported as a Pixel 6. These two model phone are almost identical. The consumer was extremely rude as well as physically threatening. After the behavior of the complainant, I will no longer consider a parts refund as the replacement part may or may not be damaged when it was slammed on the counter, which now has a screw embedded in the packaging. The complainant may pick up the ordered part but will no longer be welcome back to this repair shop and will be considered trespassing if they return after that.

*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. ↩