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Initial Complaint
12/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
End of July 2024 the hdmi port on my PS5 was broken. I decided to schedule an appointment. The first time being there they were friendly and I paid around $215 for the **** port to be fixed and for some type of warranty. They told me it would take a week or two to fix and that they would call me and let me know any further details. One month later and I still dont have the PS5 and no matter what day and or time I called I would get no answer. I ended up speaking to someone higher up who ultimately did nothing to help me know when I would get my PS5 back. I ended up getting the PlayStation back middle end of August. As soon as we picked the PS5 up something wasnt right. One of the panels wasnt stuck back on correctly and so it kept shifting around. At the end of October the PS5 started having the same issues except this time it wasnt moved or damaged anyway it just stopped working. I made an appointment with uBreakiFix December 3rd and when I got there I was met with nothing but attitude being told that this issue was caused by me and that its not going to be covered under the warranty that i supposedly had. I ask if he decides if its covered under the warranty and he said it was the warehouses decision. I then asked were there any pictures taken of the end job of the first time it got fixed and he said I dont know then someone in the back yelled yes they do so I said is there anyway to assure that they will look at all the evidence before making this decision and the worker told me Im not going to tell them how to do their job so I apologized by saying Im sorry Im not trying to make you feel bad and the worker said well I dont feel bad. I had been calling the previous days to try to see if my ps5 was covered but no answer. Tuesday December 10th I called 12 times on my phone and twice on my roommates phone and no response. I went to the store only to get told that they dont know anything about my ps5 so I left. This is completely unacceptable.
Business response
12/18/2024
December 18, 2024

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

Re: Case 22667679

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 December 10, 2024, states the following:

End of July 2024 the hdmi port on my PS5 was broken. I decided to schedule an appointment. The first time being there they were friendly and I paid around $215 for the **** port to be fixed and for some type of warranty. They told me it would take a week or two to fix and that they would call me and let me know any further details. One month later and I still dont have the PS5 and no matter what day and or time I called I would get no answer. I ended up speaking to someone higher up who ultimately did nothing to help me know when I would get my PS5 back. I ended up getting the PlayStation back middle end of August. As soon as we picked the PS5 up something wasnt right. One of the panels wasnt stuck back on correctly and so it kept shifting around. At the end of October the PS5 started having the same issues except this time it wasnt moved or damaged anyway it just stopped working. I made an appointment with uBreakiFix December 3rd and when I got there I was met with nothing but attitude being told that this issue was caused by me and that its not going to be covered under the warranty that i supposedly had. I ask if he decides if its covered under the warranty and he said it was the warehouses decision. I then asked were there any pictures taken of the end job of the first time it got fixed and he said I dont know then someone in the back yelled yes they do so I said is there anyway to assure that they will look at all the evidence before making this decision and the worker told me Im not going to tell them how to do their job so I apologized by saying Im sorry Im not trying to make you feel bad and the worker said well I dont feel bad. I had been calling the previous days to try to see if my ps5 was covered but no answer. Tuesday December 10th I called 12 times on my phone and twice on my roommates phone and no response. I went to the store only to get told that they dont know anything about my ps5 so I left. This is completely unacceptable.

Desired Resolution:

Finish the Job.

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 Lexington store (the Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns to remediate the matter. Following the receipt of your case, on December 13, 2024, an Asurion resolution specialist contacted you to discuss your concerns regarding the failed repair attempts of your PlayStation 5 (Product). As a resolution, the Asurion resolution specialist offered to provide a replacement PlayStation 5 Slim Console (Replacement), which you accepted. The Asurion resolution specialist informed you that the Replacement would be delivered by December 18, 2024. If you have not received the Replacement by the expected delivery date 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 and for the service you received. Be assured that your experience does not represent the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The hdmi port on the xBox S was broken. The unit came back with the hdmi port repaired but whenever the xBox is turned on it crashes. Three other xBoxes work with this monitor/cable, so the problem is clearly with this repaired xBox and not with the cable or monitor. Took it back to this store two more times with the same result. Filed a complaint and heard nothing back. Called them today to get an update on my complaint, and spoke to a rude foreigner. The last thing that he said was to call the BBB, so I am doing that. My ticket numbers with uBreakIfix are: W022481441, W022639812, and W022550462. I have since bought a new xBox and it too is working fine with the same cable and monitor.
Customer response
10/29/2024
An image of their address from their webpage is attached.
Business response
11/13/2024
November 13, 2024

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

Re: Case 22474150

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 October 25, 2024, states the following:

The hdmi port on the xBox S was broken. The unit came back with the hdmi port repaired but whenever the xBox is turned on it crashes. Three other xBoxes work with this monitor/cable, so the problem is clearly with this repaired xBox and not with the cable or monitor. Took it back to this store two more times with the same result. Filed a complaint and heard nothing back. Called them today to get an update on my complaint, and spoke to a rude foreigner. The last thing that he said was to call the BBB, so I am doing that. My ticket numbers with uBreakIfix are: W022481441, W022639812, and W022550462. I have since bought a new xBox and it too is working fine with the same cable and monitor.

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 ******** 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 June 13, 2024, you brought your Xbox Series S (the Product) to the Store requesting assistance with repairing the Products broken HDMI port. Following the repair, the Product passed all functional exit testing and was returned to you. On June 24, 2024, however, you returned to the Store and advised the store technician that the Product would not connect to any monitors, even when using different HDMI cords. To resolve the matter, the Store sent the Product to the service center for an additional repair under the warranty. However, upon testing and diagnosing the Product, the service center found no issue with the Product and determined that it was functioning properly. As no issue was found, the Product was returned to you unrepaired.

Following the receipt of this matter, an Asurion Resolution Specialist attempted to contact you via email to further address your concerns, but could not reach you. If you have any questions or concerns or require assistance with your claim, please contact the Asurion Resolution Specialist directly using the contact information provided.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Customer response
11/14/2024

Complaint: 22474150

I am rejecting this response because:

To say that they cannot reach me by e-mail is ludicrous. You sent this to my e-mail and I received it. Why can't they send e-mail to an obviously working email account.
To say that it was working is also ludicrous. On three hdmi cables and three monitors it does not present an image, whereas two other xboxes do work with these cables and TV. It is not rocket science to either see or not see an image on a screen. ,

Sincerely,

***** ******
Business response
11/21/2024
November 21, 2024

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

Re: Case 22474150

Dear ***** ******,

I am writing in response to the November 15, 2024, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.

Your rebuttal filed with the BBB states:

To say that they cannot reach me by e-mail is ludicrous. You sent this to my e-mail and I received it. Why can't they send e-mail to an obviously working email account.

To say that it was working is also ludicrous. On three hdmi cables and three monitors it does not present an image,whereas two other xboxes do work with these cables and TV. It is not rocket science to either see or not see an image on a screen.

Conclusion:

We apologize for your frustration. As outlined in our response on November *******, the service center completed the required testing and diagnostics for the Product, but no issue was found at that time. Unfortunately, as no issue was found, the Product could not be repaired and was returned to you. Following the receipt of this matter, an Asurion Resolution Specialist attempted to contact you via email to further address your concerns, however, you stated that you did not receive this correspondence. At this time, if you have any questions or concerns or require assistance with your claim, please contact them directly using the contact information provided.

Regards,

******** *****, Regulatory Complaints
Email ***************************************************************
Initial Complaint
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Saturday 10/5/24 I brought my MacBook pro laptop to have a battery replacement. When I got home I noticed three keys on my keyboard were not working, despite them working just fine ***** to my bringing it to the store for the battery replacement. When I traveled back to the store to inform them on 10/6/24 and hopefully get it fixed, ******** and **** were not helpful despite **** being the one who initially replaced my battery. They both said that ***** had the final say of what could be done and that **** would call me later that day once he had spoken to *****. I did receive a phone call from **** and the only options I was given was to have them put the old battery back in and get a refund or to buy a keyboard replacement. This cannot be legal, especially since I did not sign a waiver. My keyboard was not damaged when I initially brought in my laptop but NOW it is and no one is taking responsibility for it. Despite many negative reviews on Yelp, I still brought in my device thinking how hard could it be to just replace the battery? Apparently I was wrong. Between the lack of integrity, incompetence, **** poor customer service and no responsibility for the damage they caused.
Customer response
10/17/2024
My apologies for sending an incorrect address. I was unaware that I did that.

The correct address of the UBreakIFix location that I brought my device to is:
***********************************************
Business response
10/31/2024
October 31, 2024

**** ****
P.O. Box 62804
****************

Re: Case 22419648

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 October 17, 2024 states the following:

Saturday 10/5/24 I brought my MacBook pro laptop to have a battery replacement. When I got home I noticed three keys on my keyboard were not working, despite them working just fine ***** to my bringing it to the store for the battery replacement. When I traveled back to the store to inform them on 10/6/24 and hopefully get it fixed, ******** and **** were not helpful despite **** being the one who initially replaced my battery. They both said that ***** had the final say of what could be done and that **** would call me later that day once he had spoken to *****. I did receive a phone call from **** and the only options I was given was to have them put the old battery back in and get a refund or to buy a keyboard replacement. This cannot be legal,especially since I did not sign a waiver. My keyboard was not damaged when I initially brought in my laptop but NOW it is and no one is taking responsibility for it. Despite many negative reviews on Yelp, I still brought in my device thinking how hard could it be to just replace the battery?Apparently I was wrong. Between the lack of integrity, incompetence, **** poor customer service and no responsibility for the damage they caused.

Your desired settlement states:

Replacement.

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 Spring, ** 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 October 2, 2024,you called the Store to initiate a repair for an Apple MacBook Pro laptop (the Device) that was overheating and had a battery that was rapidly draining. The Store ordered a replacement battery for the Device.

On October 5, 2024, after the replacement battery was delivered to the Store, you brought the Device to the Store and because the Device would not power on, the repair technician was unable to perform diagnostic testing. You verbally agreed to have the Store proceed with the repair and satisfied the required service fee. That same day, the battery replacement was completed.

After the repair, you reported that some of the Devices keys were not functioning properly. On October ******, you brought the Device back to the Store and the repair technician performed diagnostic testing on the Device to determine if the issue with the Devices keys could be ************************. After you escalated your concerns at the Store, the repair technician offered to reverse the repair, which would return the Device to its original condition prior to the repair, and refund the repair fee. You accepted, and the repair technician proceeded to reverse the repair. The refund amount to the debit/credit card used for the $137.38 repair fee was miscalculated as $134.05, so to resolve the difference, you were provided the remaining $3.33 for the repair fee in cash,for a total refund of $137.38.

Following the receipt of your case, on October 25, 2024, an Asurion Resolution Specialist (**) contacted you to discuss your concerns. To provide an amicable resolution, Asurion authorized a Device reimbursement of $550.00 for shipping and delivery to you within ten (10) business days, which you accepted. 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 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
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In April my laptop would not turn on and 2 keys fell out. I took my laptop to ubreakifix by asurion because I have asurion insurance. The ***resentative advised me that he could fix the laptop so I decided to pay for the repair out of pocket as it was only $150. I made a deposit of $60 and left my laptop. I called to check on the repairs several times and was advised that a part needed to be ordered and it was on back order. The repair man contacted me a month later saying he had the part and needed another week. A week went by and I called the store and the store was permanently closed. I called around to other local stores and they said that the store closed and they received a bunch of repairs from them. He was able to locate the laptop at another location. That location said the laptop was in a million pieces and they would try to repair it. They were unable to repair it. I called asurion and they said to send it in. I sent it in and they sent it back saying that there was no hard drive so somewhere in this madness someone lost my hard drive and now asurion is saying that ubreakifix is unauthorized to fix laptops even though their *** said he could and they are advertising the exact insurance I have. They have said that they would correct the issue. I sent the laptop back and they returned it to me with no hard drive again. Now they are saying that they are not responsible and will not ***lace or repair my laptop. Ubreakifix by asurion owes me a whole laptop. Neither Ubreakifix or asurion will accept responsibility for my loss. This has taken months of my time and money to no avail.
Customer response
09/30/2024
The address i originally took it to was ********************************** . ************. I would like a full refund for the laptop or a replacement. Preferably a replacement. Thank you.
Business response
10/11/2024
October 11, 2024

******* Candy
****************************************************************************************

Re: Case 22347375

Dear ******* Candy,

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 September 26, 2024, states the following:

In April my laptop would not turn on and 2 keys fell out. I took my laptop to ubreakifix by asurion because I have asurion insurance. The ***resentative advised me that he could fix the laptop so I decided to pay for the repair out of pocket as it was only $150. I made a deposit of $60 and left my laptop. I called to check on the repairs several times and was advised that a part needed to be ordered and it was on back order. The repair man contacted me a month later saying he had the part and needed another week. A week went by and I called the store and the store was permanently closed. I called around to other local stores and they said that the store closed and they received a bunch of repairs from them. He was able to locate the laptop at another location. That location said the laptop was in a million pieces and they would try to repair it. They were unable to repair it. I called asurion and they said to send it in. I sent it in and they sent it back saying that there was no hard drive so somewhere in this madness someone lost my hard drive and now asurion is saying that ubreakifix is unauthorized to fix laptops even though their *** said he could and they are advertising the exact insurance I have. They have said that they would correct the issue. I sent the laptop back and they returned it to me with no hard drive again. Now they are saying that they are not responsible and will not ***lace or repair my laptop. Ubreakifix by asurion owes me a whole laptop. Neither Ubreakifix or asurion will accept responsibility for my loss. This has taken months of my time and money to no avail.

The address i originally took it to was ********************************** . ************. I would like a full refund for the laptop or a ***lacement. Preferably a ***lacement. Thank you.

Desired Resolution:

Replacement.

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 ************* and Amherst stores, owned by Asurion UBIF Franchise, LLC (Asurion).

We investigated your concerns to remediate the matter. Following the receipt of your case, on October 7, 2024, an Asurion resolution specialist contacted you to discuss your concerns regarding the additional damage and lost hard drive of your HP Victus gaming laptop (Product). The repair was initiated at the ************* store and subsequently transferred to the Amherst store for repair. As a resolution, the Asurion resolution specialist offered to provide reimbursement for the Product in the form of a check totaling $680.00, 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 does not ***resent the quality and/or reliability of the service we strive to provide.

Regards,

******** *****
Regulatory Complaints
Email ***************************************************************
Initial Complaint
08/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
- 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
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In May, 2021 I purchased a lifetime replacement of screen protectors for My iPhone 13 from the Oshkosh store of UBreakIFix Corporate. After the store changed management, They would no longer honor my purchase at that store. I contacted. ***************, store resolution case manager, who was working on the case. She contacted the District manager who was going to send out replacement screen protectors to my address. I later found that my address was incorrect and notified them. Send **** sent to my information over to the store leadership. So I thought that I could go to the store and they would replace my screen protector which they refused again.
Customer response
07/18/2024
uBreakiFix - Phone and Computer Repair

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

*************
ubreakifix.com

**********
Case Manager | uBreakiFix by Asurion
Phone: ************ Option 1 Ext. 3167| Tue-Sat 9 AM to 5:30 PM EST
****************************************************** |ubreakifix.com
Customer response
07/18/2024
********** from Asurion told me the exact date that I purchased the lifetime screen protector replacement and stated to me that I should be able to get my screen protectors replaced. The district manager for that store was supposed to send me replaced min screen protectors since the store would Provide that service for me, which I had purchased there. **** did also state that I purchased it at that store after trying to tell me that I purchased it in *********, which I had not. I purchased it in ******* at the ******* store.
Business response
07/24/2024
July 24, 2024

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

Re: Case 21998840

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 17, 2024, states the following:

In May, 2021 I purchased a lifetime replacement of screen protectors for My iPhone 13 from the Oshkosh store of UBreakIFix Corporate. After the store changed management, They would no longer honor my purchase at that store. I contacted. ***************, store resolution case manager, who was working on the case. She contacted the District manager who was going to send out replacement screen protectors to my address. I later found that my address was incorrect and notified them. Send **** sent to my information over to the store leadership. So I thought that I could go to the store and they would replace my screen protector which they refused again.

Desired Resolution:

To either send me enough screen protectors for the life of my phone or two resume replacing my screen protectors at that store location.

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 Oshkosh store (Store), a store owned by Asurion UBIF Franchise, LLC (Asurion).

Following the receipt of this matter, on July 22, 2024, an Asurion Resolution Specialist attempted to contact you via email to provide further assistance and provided their direct contact information. However, the Asurion Resolution Specialist has not heard back from you. If you have any questions or concerns or require assistance, please contact the Asurion Resolution Specialist directly using the contact information 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 ***************************************
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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.
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
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.
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
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.
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: ******************************************

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