ComplaintsforUnited Service Source, Inc.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around January 15, 2024, USSI was conteacted by ******* to perform repair services on our recently purchased television. On two seperate instances, USSI committed to and scheduled a service call to perform the repairs, and twice they canceled these appointments, un prompted and did not reschedule or offer any reasoning. They are currently in possession of the parts to perform the repairs but are unwilling to conduct the services which they have beenncontractually obligated to perform. This has carried on for nearly 3 months.

  Business response

  03/25/2024

  The initial ticket, opened on January 19, 2024, resulted in an unsuccessful repair on February 5, 2024.USSI Global is not authorized open another ticket, ******* must open all repair tickets. A second ticket was opened by ******* on March 7, 2024, and ******* canceled it on March 19, 2024. The third ticket was opened by ******* on March 22, 2024. ******* has approved the required repair parts, which have been ordered by USSI. Upon receipt of these parts, USSI will promptly schedule the repair.  The delay you experienced does not fall into the normal timeframes but until a new ticket is opened by ******* we are not authorized to respond to a ticket.
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referenced to USSI Global to resolve an issue I had with a warranty claim from a Samsung 65" TV on November 20 when Samsung was unable to fix the issue remotely. USSI was at first reasonably helpful during initial contacts. They reported 4 parts were ordered and once delivered they would schedule the on-site repair. After a few weeks of no updates, I contacted them and expressed displeasure over the long timeframe. At this point they scheduled the appointment for repair on December 9 at 1 pm. I arranged to take vacation from work to be here. By 2:30 no one had contacted or arrived. I called, I was told the first tech had some issues and a new tech was being routed to my house. They would be there by 4:30. At 5:30 no one had called or arrived. I called again and was told another tech was in route. They finally arrived at 6:30. Repair was unsuccessful as they had not waited on all the parts originally ordered but came anyway. They installed only 1 part. They were not properly equipped and had to lay the TV on my couch and a kitchen chair to try to repair it. He left unsuccessful and also left a mark on my screen. It was not an issue at the time as the screen was also defective. Since then they have continually lied about the needed parts delivery date. The delivery company tries to deliver and they are not there to receive it. It could have been resolved already if they were there to receive it. I tried to resolve this through Samsung and CSSI. After sharing my experience with Samsung they recommended a different approach to resolution with CSSI as a damage claim. Since then CSSI customer service reps have been sarcastic, unhelpful and rude especially Alexander ******* He said he would email me for damage pictures on 12/17 but didn't. Then sent it on 12/20 and called 2 hrs later annoyed I hadn't sent them yet. I have reached the limit with them and can no longer deal with their lack of concern and poor attitude toward customer service.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/10) */ The panel for the repair took 15 days from order to arrival at the destination terminal. These lead times have become normal due to industry wide supply chain issues. In addition, there were some delays between the technician and the freight company, a complication that we deal with frequently in rural areas. Prior to the panel being delivered our tech went to site to attempt repair prior to receiving the new panel. Our technicians do bring a work bench to site. Instead because these are in home repairs we need to rely on the customer to prepare an area for the repair. This is communicated prior to the tech arriving on site. The repair was not successful. When the tech received the panel and tried to schedule for the re-visit, the customer refused the repair. We pulled the calls from Alexander and he was polite in all communication, however there are some opportunities for improvement that were discussed.

*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. ↩