U Break I Fix

We sent a Pixel 6 Pro Stormy Black 128GB at Ubreakifix Petaluma , CA, they did not repair it and did not also send it back to Google Store. No feedback from them on what happened with the phone. No reply on our calls and emails. They stole the unit.

Constant follow ups and calls were made with Ms. Cassandra Goodman but no update from her.

Very poor service. I do not recommend this service center.

Again, we offered to complete the repair for free on June 24th, either in our store or at another UBreakiFix locationAt this point we are happy to *attempt [redacted] the repair but given the time that has passed, we can not warranty the workGiven our offer to repair the phone for free at the time the incident occurred-- an offer that was reiterated by our corporate customer satisfaction team, we are not able to replace the device

The customer's device was brought in for a screen placementIn the process of performing the work, we accidentally damaged the home buttonThe technician called the customer immediately and informed her of the mistakeWe did not have the home button for this phone in stock and told her we would drive to one of our Westchester locations to pick up a part but that this would mean the phone would not be ready until the early eveningShe agreed initially but then called back shortly afterwards and indicated this was not acceptableWhen she returned to the store with her son, we again offered to obtain the part, complete the repair for free (the part is quite expensive and this would have represented a considerable loss for us) and to personally deliver the phone to her or her son that eveningAgain she refusedAt this point the son became verbally abusive and threatening and was asked to leave the storeI should note that the person who worked with Ms [redacted] is a six year veteren of the the UBreakiFix system and owns seven stores both in the New York area and elsewhereI feel it is extremely unlikely that he threatened Ms [redacted] or her sonThat said, I can attempt to review video footage of the exchange to verify exactly what happenedGiven our willingness to complete this repair for free, we do not believe purchase of a new phone is warranted

Complaint: [redacted]
I am rejecting this response because:
My son was never threatening or abusive.  He is 17 years old.  It was the maniac behind the counter.  The reason was I asked him what he was going to do compensation wise for ruining a phone my son needed for his job in an hour, so His answers were I hope you never make a mistake and when I did not accept that, he decided to offer his unsolicited and obnoxious parental advice to change the subject of breaking the phone.  My son said "Really?"  He also made another snide remark, I don't know what kind of job your son has that he needs a phone.   Yes, Please review the video and please note we had the phone in our possession.  There was no reason for your 7 year veteran to run from behind the counter and fling the door open after we left the store hitting himself in the face screaming Hit me.  I felt threatened.  I regret again not calling the police.
Regards,
[redacted]

Again, we offered to complete the repair for free on June 24th, either in our store or at another UBreakiFix location. At this point we are happy to *attempt* the repair but given the time that has passed, we can not warranty the work. Given our offer to repair the phone for free at the time the incident occurred-- an offer that was reiterated by our corporate customer satisfaction team, we are not able to replace the device.

The customer's device was brought in for a screen placement. In the process of performing the work, we accidentally damaged the home button. The technician called the customer immediately and informed her of the mistake. We did not have the home button for this phone in stock and told her we would...

drive to one of our Westchester locations to pick up a part but that this would mean the phone would not be ready until the early evening. She agreed initially but then called back shortly afterwards and indicated this was not acceptable. When she returned to the store with her son, we again offered to obtain the part, complete the repair for free (the part is quite expensive and this would have represented a considerable loss for us) and to personally deliver the phone to her or her son that evening. Again she refused. At this point the son became verbally abusive and threatening and was asked to leave the store. I should note that the person who worked with Ms. [redacted] is a six year veteren of the the UBreakiFix system and owns seven stores both in the New York area and elsewhere. I feel it is extremely unlikely that he threatened Ms. [redacted] or her son. That said, I can attempt to review video footage of the exchange to verify exactly what happened. Given our willingness to complete this repair for free, we do not believe purchase of a new phone is warranted.

Review: I called U Break I fix [redacted] and asked if they had the parts to fix it in stock and they said yes. I called them back to clarify they had the proper parts and they said yes.5/29 2:12P ###-###-####5/29 2:30P ###-###-####5/29 12:09P ###-###-####I dropped my cell phone off on May 30 & was told they sometimes break the LCD when attempting to pull the broken glass off. I was also told the flat repair fee of $199.00 would include the LCD as well as the glass, however they did not have the LCD in stock. I told the tech that I could leave my phone for 7 days so they could order the LCD. The tech told me they would try to fix it without a new LCD. I paid $199 plus tax.I returned to the store and picked my cell phone up on May 30. I started noticing that some characters would not type properly. I called ###-###-####5 and explained there was a problem.5/31 8:49A ###-###-#### Peak PlanAllow [redacted] PA [redacted] PA 35/31 3:13P ###-###-#### Peak PlanAllow [redacted] PA [redacted] PA *I was asked to bring the phone in and they "reseated the glass"My cell phone became progressively worse.I called 6-20 and left a message the call was not returned.6/20 8:29P ###-###-#### Peak [redacted] PA [redacted] PA 36/21 4:14P ###-###-####6/21 5:36P ###-###-####I called ###-###-#### and they transferred me to the [redacted] store. I took the phone in and was told they would order an LCD.I called on 6-27 and was told the new LCD arrived.6/27 2:31P ###-###-####I dropped my phone off and returned and picked it up. After leaving I notied the speaker on the phone no longer worked. It worked before I dropped it off on 6-27.I called on 7-2 and talked with [redacted] the manager and was told they would have ALL parts needed to repair the speaker after telling him I have been to the store several times.7/02 9:52A ###-###-####7/02 3:59P ###-###-####I took the phone in on 7-6 and they told me they had to order more parts.I can't keep returning. I have spent hours and driving and 5 times is toomuchDesired Settlement: I need my cell phone repaired by a professional shop and U Break I Fix will pay for it. I need compensation for my time and miles driven back and forth to [redacted] from [redacted] 17.98 miles one direction x 5 trips to the store = 179.8 miles.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Promised service in a couple of days. Now they're saying they can't give a time. I could have had the repair done by now. Horrible service.

Desired Settlement: DesiredSettlementID: Not applicable

Fix my computer ASAP. Not holding my breath. Advertising is false.