ComplaintsforFix A Phone, LLC

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The business couldn't fix my iPad screen. They told me I would receive a refurbished iPad of the same model and a refund. I received neither. I have disputed the charges with my CC company as well. The store owner has lied to me multiple times.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter bought a new battery from Fixaphone *********** for me on 5-14-24 it cost $ 44.99 &I think he put it on her charge card. Her name::***** ******* if she charged it [please credit her charge if she paid cash for it I would like the refund in cash to me, due to I had given her $50.00 to the buy the battery. I do not know which way she paid for it. Invoice# **** Ticket:#: ***** Prerpared by ***** fixaphone The battery does not work any better than the old one I have. I will return the battery purchased by my daughter when you say you are ready to refund my cash $44.99. I have to arrange for her to bring me in.

  Business response

  07/10/2024

  Thank you for reaching out.

  We are unable to refund a battery since it’s considered a consumable item, and the customer has stated, it is functioning as expected compared to the original. The battery is a direct OEM replacement, and not an extended capacity battery. 
  

  as stated in our terms and conditions, special ordered items, including battery’s are non refundable unless deemed defective, and that is not the case in this instance.

  the age of the device, and the programs running on the device are a direct result in how a battery operates, and lasts. As such we are unable to control how long a battery’s charge lasts.

  we would be more than happy to assist the customer with a different phone, or examine the phone further to make sure the phone is operating within the specs set forth by the manufacturer. We have done this previously, but would again as a courtesy.

   

  thank you for reaching out.

  Customer response

  07/26/2024

  BBB transcribed from handwritten rejection received via US Mail:

  The first few days you could / can remove the battery from the phone it would go dead about 4 hours. And it got worse.The bat. cam defective.

  I waited over 2 months for a call back. They said will assist with a diff. phone for you.

  I bought a new battery (else where) works find.

  Completely totally absolutely not satisfied.

  I don't trust em. 

  Business response

  08/05/2024

  Here is a capy and paste direct from the point of sale system clearly indicating T&C’s.

  …

  Fix-A-Phone parts come with a 90-day warranty from the date of purchase which includes defects such as, screen lifting from the frame, digitizer malfunction (not logic board), or LCD picture. Warranty does not include any of the following: liquid damage; screen/LCD crack or shatter, or physical damage. If any issues occur with the device, call store immediately and schedule an appointment to have a technician diagnose and resolve the issue. Warranty will be VOIDED if any liquid/physical damage is present. You may return or exchange any wireless device or accessory purchased from Fix-A-Phone within 14-days of purchase. A restocking fee of $35 ($70 tablets) applies to all device returns and exchanges within 14 days, and a fee of 25% will be assessed on all accessories returned. To make an exchange/return, all merchandise must be returned in its original packaging accompanied by original receipt. Special Order items/parts are NON-REFUNDABLE unless defective. If a defective Special Order item is received, it will be exchanged immediately. Battery’s are Non-Refundable, unless deemed defective. At our discretion, we may decline your return transaction or charge you an additional fee for items we determine are damaged or heavily used. Fix-A-Phone assumes no liability for 3rd party insurance/warranty reimbursement. It is up to the customer to follow the guidelines set forth by the respective Insurance/Warranty/Accessory company of your choosing. If you do not pick up your equipment within thirty (30) days after it has been checked in, repaired, or completed, we will treat your equipment as abandoned. There will be a $25.00 storage fee assessed after 14 days of the device being finalized, and not picked up. You will be notified via phone call, email, or text message once your device is completed. Complete terms and conditions are available on the front counter of each location as well as our website FixaPhone.com. 

  
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• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I took my iPhone to this Fix A Phone store in Chillicothe to get it unlocked. I don't know much about these phones. The man Ryan, charged me 165.00 to unlock my phone. He messed with it for a while, then he told me he could get me a new one just like it for 600.00 dollars. I put the 600.00 dollars and the 165.00 on my card. You can see in my bank where they took it out. They never gave me any kind of paperwork or receipt. By the time I realized how odd that was, I'd already been scammed. My locked phone was never unlocked and I never received the new one that he promised to mail me. When I called to complain he told me to give it another week and my card was billed another 600.00. I called him up on the phone again when I saw what they'd done. I threatened to call the law and he said that he'd drive up and bring a check to my house that next day and that he was sorry for any inconvenience. He didn't show up with any check. I never got a phone and they never fixed my phone. They've caused me so much stress. I'm an old man with cancer, and it's not right that these people are crooks taking advantage of people like me. If they do this to me, they'd do it to anybody. Please help, I just can't fight them anymore. I'm old and tired.

  Business response

  08/16/2023

  Hello, and thank you for reaching out. Your phone was unlocked per your request, and what you were charged for. We gave you the option to replace the phone, or repair the one you had. You opted to have BOTH done.  
  

  regarding the phone purchase you were refunded months ago, matter of fact, we were even very instrumental in helping your wife contact the bank to make absolutely sure it was refunded. We even attempted to follow up with your wife after the refund was processed to ensure the money was credited back to your card. 
  

  keep in mind that the phone calls between your wife, bank, and our company were recorded. We’re not sure why several months later after the refund was processed you’ve decided to file a BBB complaint claiming it wasn’t. 
  

  For any further requests. Please email support@fixaphone.com

   

  thank you. 

  Customer response

  08/17/2023

  I am rejecting this response because: he still owes me $1346.98. I have filed a dispute with my credit card. 

  Fifth Third said they would help me. 

  He said he would take care of it, but he's said that since May. 

  I am on SS and this is a lot of money. 

  The other day, he said he would return the funds to my bank, but has not done so yet. 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  paid 5/2/2022 @ 3:14 PM paid $246.65 paid to fix an iPhone X committed to fix within 2 weeks it has been 5 months we have talked to employees and the owner who have time after time said that the phone is finished but every time we have either physically gone to the store or called the day we planned to pick it up we get an excuse that it is not in the store and a employee has it on them personally outside of the store or all of the sudden something else needs to be worked on. at this point we have not heard from them in 3 weeks and have gotten outside sources involved with no conclusion. we have not received a refund which was promised along with the property we trusted this business with. The original employee that was in charge of fixing our phone is named Ryan and has been very unprofessional. To get any information on my property I have to be the one to reach out to them. I don't know where else to turn so I am turning to your help to maybe resolve or at least help others to not trust these thieves with their property.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took 2 phones to get fixed and when I got them back they was in worse shape then when I took them in. They said they would give me a refund and it has been months and still no refund they keep making excuses and giving me the run around. I have saved all the messages between me and the owner.

  Business response

  10/28/2022

  Thanks for reaching out. John’s Refund has been available to

  be picked up since the beginning of October. Please reach out directly to ********************* so that we know when he will be arriving, so we can make sure a member of management is available to hand it to him.

  also. If need be, we can attach the audio recording of the phone calls with **** explaining this to him.

   

  thank you for reaching out regarding this matter, and look forward to hearing from **** via email.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Took phone in for repair in summer of 2020. Relieved quote and authorized repair. Upon pickup of phone, phone was not repaired. Bill totaled around 300. After many back and forths the company said they would just replace the phone as they couldn't seem to fix it. After many more delays and instances where the new phone was secured and waiting for pickup. Every rime I visited the store was told that it was locked in safe with no key. Or that another associate had mistakenly sold it. I'm going to say this was told to me 6 different times. Finally we were handed a used phone that had scratches on the screen but based on everything I was glad to get something. Until I tried to use it. Found out it was locked put by Apple and couldn't be used. They took the phone back with promises of another. After being ran around for another few months wr agreed on just a payment to be made to me for the 300 dollars spent on the repair and for the phone that I originally brought in for repair. I don't have my broken phone and I don't have the money promised. And we are almost into the 3rd year of this headache. I would like the valued amount of the phone at the time this began. It was an apple I phone 11 pro. Newer model at the time.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I’ve done my best to be patient and understanding but I am extremely frustrated with the unprofessional behavior with Fixaphone and do not know where else to turn. In December ipad screen cracked and I contacted Ryan from Fixaphone about having it fixed for a second time. I explained the situation and specifically said “is it worth fixing or should I save up for a new iPad?” I brought it to him to inspect and he assured me it would be fixed no problem. It was cracked from one side to the other but still working and able to operate. After a few weeks I picked the iPad up and after a couple hours the screen went black but could still hear notifications, so it was on and working but screen was not. I took it back and they assured me they would fix it. I picked it up again a few weeks later and the guy said it was dead but fixed. I took it home and same issue, black screen could hear sounds. I brought it back again and a week later Ryan said he contacted apple and I was eligible for a warranty and they would send a whole new iPad. This went on for weeks of waiting for it to be shipped and missing delivery drop off etc. Finally it arrived, so he said, but was locked in the safe. For weeks I heard multiple excuses of them not being able to open safe and them hiring locksmiths and using a variety of tools to open it. Finally it opened and Ryan said everything in the safe was ruined and the company would purchase me another iPad to replace that one. Waited again for delivery. Once it arrived I heard more excuses of it going back and forth between store locations, Ryan having car issues, his son was supposed to meet me in circleville to bring to me. Then apparently it was sold in store? I can hardly even keep track of it all. Then Ryan said he would give me a refund, this has been going on for weeks and still nothing. It’s almost June, 6 months of dealing with this. I’m a single mom, this is my daughters iPad. This has been the biggest headache, just want the $450 refund!

  Business response

  06/21/2022

  We have worked with the customer to resolve the issue.

  Customer response

  06/21/2022

  I am rejecting this response because: I still have not received any type of refund. 
  

*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. ↩