ComplaintsforuBreakiFix - Bradenton

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Bradenton location, ******************************* W, Bradenton, ** *****, to have my cell phone repaired. I have insurance on my phone and my carrier recommended them because the are an authorized repair center for Samnsung. Once there I was told tht my repair was not covered. I was in the process or trading in my phone for a new purchase (credit) from my cell provider. After paying for the repair I find out that it was a covered repair, I paid approx. $370 for the repair instead of the approx. $150 it should have been with the insurance. I went back the next day to be told by the counter person "our owner doesn't give refunds, I would have to try to go through UbreakIfix corp.. I tried for several weeks to get some resolution, they offered me a $25 Amazon card. I spoke to ****, the Area Director who told me to "do what I had to do but they would not return my overpayment. I am more than willing to pay my deductible for the repair. I just want the business to make things right and own up to there employees mistake on my quoted price and insurance coverage. I was told by UbreakIfix corp. that I did not need to keep the phone when I first contacted them, that they would contact the franchise owner and straighten things out so the phone was traded in.

  Business response

  05/05/2023

  *****, We would have been more than happy to assist you with your insurance claim when you came in, but we were never notified from you or your insurance company that you had coverage on the device. If there was a claim filed prior to you coming in or had you mentioned having insurance on your device when dropping the device off, we would have gone down that route for repair. Without that knowledge, we quoted you the $370 and you agreed to get the repair done and signed the receipt authorizing ** to do the repair.

  During the time of pick up, you then agreed again, to pay the $370. You paid the invoice off for the work that was performed and never mentioned having insurance on the device. At any point during this process we would have helped you get this covered under your insurance if you or your insurance company would have notified ** of such coverage. 

  A few weeks later, you had stopped in mentioning that you had insurance, but had already traded the phone in. At that point, there was nothing we could do. The repair was already completed, the phone was no longer in your possession and your insurance was transferred over to the new phone you traded in the old one for. We offered to provide a refund, but were not able to as the parts and device were long gone. If you still had the device, parts and insurance on the old device at that time, we would have been more than happy to refund you the repair cost, have you call you insurance company and file the claim, pay the deductible to that insurance company and then do the repair for a 2nd time and bill it back to the insurance company. Unfortunately, we were not able to do that. 

  To sum this all up, we are here to help our local customers with any electronic device repairs they may need. We are locally owned and privately run, but can do repairs out of pocket or under insurance claims, but just need communication from our customers if they have insurance. In your case, we did not have that communication from you or your insurance company and by the time we did (weeks later and after the phone was traded in), it was too late to help out. I hope you understand that we did everything in our power to help you out. 

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