ComplaintsforuBreakiFix by Asurion

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Out of all of the locations that fix broken phones in this day and age, I thought I could trust the business that says Asurion on the door, but I was wrong. I broke my phone and brought it to UBIF in Shelton, CT. I paid $300 and was told an OEM screen replacement was going on my phone. They finished my repair, it worked fine. That night, my phone screen started flashing green. As the days went on, the green flashing was stronger, and the screen started lifting from the top, left hand corner. I since left to visit family in ****** ****** ***** ********* *or the rest of the summer. Upon arrival, my screen finally gave out all together and stopped working. I reached out to the local UBIF in ****** ****** who were great. They coordinated with ******** told me to come in, and that they will warranty my screen. After diagnostic, ****** ***** refused my repair, they said as ******* should have. They said the phone should have never been repaired due to the extensive frame damage, the phone is destroyed. What they say checks out as the phone looks very bad. I have now been stuck in another state as a single father, with two small children, no working phone and no sign of resolution. After calling Shelton, I was basically told I took the repair at my own risk and I was told it may work it may not. I was never told a such thing. I stated I AM NOT the expert, I came in, showed my phone, they charged me $300 and told me they would fix my product. I’m being told bring it back to Shelton, they will look at it and MAYBE fix it again. First off this isn’t possible due to me being out of state. Secondly, they said they can’t promise this won’t happen again due to the damage, but again, that’s on me. NOW, I am out $300 and I have had NO PHONE.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is a franchise of Asurion, When I booked my appointment using the online service for this location I was given a price of $139.99 to fix a broken phone screen. At the store, after the service had been done I was told that the price would be $179.99. The employee at the store said that IF I had a screen shot of the online price they would honor it. They agreed to price of $159.99 as I also had a coupon code for $10 off the service. When I asked to speak to the owner of the franchise the employee refused to give me the franchise owners name or any means of contacting them. - No phone number, no email, and they got very upset that I wanted to speak with the owner of the business to resolve the dispute. This occurred on 10/5/23. Initially the employee did not want to give me a paper receipt, but I insisted that they provide one. The receipt includes the following information. Sale ******** Merchant ID ************** Tech Kevin F. Work order ******** I would like the price quoted to be honored. I returned the following day with a screenshot of the quoted repair price, which was still being shown online for this location. Initially one employee said they would refund my money, but then another employee said they couldn't wouldn't refund my money. The employees were very rude, condescending, and dismissive, which is something I would like to tell the business owner about, but they absolutely refused to provide any way to contact him. They said they would take my information and have him call me. I have not been contacted by the owner.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 9-4-23 I took my phone to have a cracked screen repaired and spoke to Kevin F. but he damaged my 5G antenna and has not called to have it repaired. I originally came in on 9-3-23, was told they were busy and if I could come back the following day when they opened my phone could be fixed in about 1 hour. I left and returned when they opened at noon on 9-4-23 and left my phone to have the cracked screen repaired. I was told when I dropped it that the phone would not be completed until 4 p.m. I asked Kevin why 4pm when he told me the day before if I brought it in at noon it would take 1 hour. He said other customers dropped off the night before and they took priority. I would have left my phone overnight if Kevin had told me I would not get the 1-hour repair the following day if others came before me. Kevin told me he would call me around 4 p.m. I waited but no call. I called at 4:30 p.m. because they closed at 5 p.m. Kevin told me he would have my phone ready before 5 p.m. to come down. I picked up my phone and Keving told me it was fixed and I paid. I left the store and about 5 minutes after, Kevin called me and told me that the 5G antenna failed and would need to be replaced. He said he would order the antenna and call me to come in. I did not hear back so I called the store on Thursday, 9-7-23 at 10:26 am. Kevin was not in as he only works weekends. The person I spoke with said they had no notes and could not help and would leave a message for Kevin to call. I waited for more than a week and no call. I called 9-18-23 and requested a manager call me. I left a detailed request regarding the issue and my need for them to call. I have not heard back. I paid them $372.23 to replace a cracked screen. When I received my phone it was in worse shape than when I brought it in. The reception is terrible and I need the antenna replaced as promised. I have been inconvenienced. To top this off, the new screen they installed has cracked again.

  Customer response

  10/04/2023

  The location was:  *** ******** *** *** ******** ** *****             

  Phone:  ************

  Customer response

  10/11/2023

  Today at 4:32 pm I received a call from a technician at the store.   This person was rude and confrontational and was not helpful other than to say I could bring it in for repair.   I repeatedly requested to speak to a manger and was basically accosted on the phone.    The hostility I encountered is unacceptable and I would never return to this location.  If a manager would call me so I could arrange to an alternative location that may be acceptable.   The person I spoke with would not give me a manager name or number.     Terrible customer service.    If this is not resolved soon I will likely buy a new phone and take them to small claims court because I've been unable to use my device properly for weeks now.  

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