Cellular 911

When you dropped it off for warranty We let you know we were only there for a few minutesYou were persistent so my wife decided to take our break between Dr'so at our shop to fix your camera I let you know we had appointments all day but I may be able to get it done with no
promises Simple fact one person's health is more important than a phone repairAfter our break from appointments we still took the time to finish your phone under warranty with no chargeWhen done we let you know we had to leave and to please hurrySorry we had to make it back to our DrThank you for your business And your warranty stands.

Complaint: ***I am rejecting this response because: he keep changing pricesat the store he told me I couldn't pay the difference witch for a new screen was plush taxnow he is giving me a new higher price also he never mention about any warranty what so ever he needs to keep his word not changing for his convince..Sincerely,*** ***

Your device is under warrantyIf you choose to upgrade to a new original manufacturer partWe will gladly do that for you You would have to pay the difference in cost of partsYour total transaction came out to $after tax which we gave a discount on labor since you went with a used
partThe breakdown of costs on that is $for the part and $for the installBringing your total to $Which is the difference of $As pictured on attachments a generic screen for your Samsung Galaxy Sbefore shipping is $ Sorry for the confusion hopefully this clarifies things a little betterThank you

If you call us to this day the pricing remains the same on used vsNew original factory parts There are a few other companies in town that do glass only repair on the S We sincerely apologize for the miscommunication and we can upgrade you for the difference minus 30%

Complaint: ***I am rejecting this response because: they're lying? The police didn't come till after he kicked him out? The police told us that it would be better that we just file a civil complaint? So we left? The police also told us they couldn't take an official report of the incident because it was a civil case and there was no police report number? He also informed us that this was not the first, ? second, ? or third time they had come there because several other customers were treated the same way when they inquired about their own phones? It's a common theme? So many people have posted negative reviews on their website page? They have also said they were filing civil claims against them, also ? they can't alter Facebook reviews so all you have to do is go on there and look at the one star reviews? As for us having no trespassing orders put on us? That's a lie? You did, ? however, ? have a cease and disist electronically served to you, ? which you did not comply withI have attached four reviews off of their public Facebook page? There are several others I was not able to attach due to limits on here? I will be happy to provide them though? Sincerely,*** ***

We agreed to $as pictured on receipt once payment cleared and the iPhone was checked for iCloud? You said you never used it but your email [redacted]icloud.com is still on the phone till this day? Which renders your trade in credit useless? You disputed the transaction and
NEVER reversed it which you could have done at any time? If that would have happened we would not have been charged fees for dispute reversalWhich left you with the device and the money? We won the dispute on ? After all dispute fees left a balance of $which we were still trying to honor till your visit the other day? After slamming our pane door on your way out the other day you also cracked the pane in the door window? Costing us another $to our landlord for the window pane repair.?

The devices you brought to us were iCloud locked.  iCloud lock means the device has been lost stolen or simply you forgot your password.  The devices in question as your initial receipt was for an icloud lock that showed stolen.  After talking to Kennewick police department we have to...

assume you are the original owner of the device.  Maybe you were ripped off from craigslist. Who knows.  However  when you came in on this original transaction we told you to go home and think about it for a week before we moved forward as there are NO REFUNDS on this transaction.  Its a 50 50 shot weather it will remove the iCloud or not.  In the end yours failed.  If this had not been discussed in detail we would refund you in full.  We went to great lengths to get the iCloud removed for you.  Even communicated with Apple and sent your device in to attempt a removal.  The rest is documented in the print out attached.

Complaint: [redacted]I am rejecting this response because: they're lying.  The police didn't come till after he kicked him out.  The police told us that it would be better that we just file a civil complaint.  So we left.  The police also told us they couldn't take an official report of the incident because it was a civil case and there was no police report number.  He also informed us that this was not the first,  second,  or third time they had come there because several other customers were treated the same way when they inquired about their own phones.  It's a common theme.  So many people have posted negative reviews on their website page.  They have also said they were filing civil claims against them, also  they can't alter Facebook reviews so all you have to do is go on there and look at the one star reviews.  As for us having no trespassing orders put on us.  That's a lie.  You did,  however,  have a cease and disist electronically served to you,  which you did not comply with. I have attached four reviews off of their public Facebook page.  There are several others I was not able to attach due to limits on here.  I will be happy to provide them though.  Sincerely,[redacted]

This is an older transaction at this time I cannot confirm nor deny any of it.  However I have no problem with giving you a store credit for the $108.  We apologize for any miscommunication.

We agreed to $100 as pictured on receipt once payment cleared and the iPhone was checked for iCloud.  You said you never used it but your email [redacted]icloud.com is still on the phone till this day.  Which renders your trade in credit useless.  You disputed the transaction and...

NEVER reversed it which you could have done at any time.  If that would have happened we would not have been charged fees for dispute reversal. Which left you with the device and the money.  We won the dispute on 12.6.2016.  After all dispute fees left a balance of $40 which we were still trying to honor till your visit the other day.  After slamming our 6 pane door on your way out the other day you also cracked the pane in the door window.  Costing us another $80 to our landlord for the window pane repair.

Complaint: [redacted]I am rejecting this response because: I do not agree with the way I was treated. And regarding the situation that was personal that should still never allow you to treat a customer in the way I was treated. Also to say you fixed the phone without charge, [redacted], the owner and to whom I talked to is obligated to fix my phone since he left the camera out. Also because of your unprofessional mannerisms of closing your shop at any hour you'd like even though you knew I was on the way it was almost impossible to contact you and luckily I was able to to get my phone back before I left town. I also run a business and because your mistake I lost money. Not to also mention how unprofessional [redacted] was when I went to go talk to him about the situation, he walked away from me without me being able to state my side. I wasn't being inspirational at all I just wanted him to hear my side and request some of my money back for his mistake.
 
I also dont want to bring my phone in for its warranty and to have my phones front screen be changed back to white because I dont trust the owner, [redacted], because of his actions to me. 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The IPad was never repaired.    The part that was installed was faulty.   I brought it home twice and the IPad did not work.   The owner knows the IPad did not work.  He stated he hoped it worked when I brought it home to my daughter.   He was fully aware it still did not work correctly.    I should not have to wait 2 months and be given reasons why it did not work.  I spoke to the OWNER each time I went to the shop.  He was always there and said he was working on it and to give him another week.   I feel a full refund is due. 
Sincerely,
[redacted]

If you call us to this day the pricing remains the same on used vs. New original factory parts.  There are a few other companies in town that do glass only repair on the S5.  We sincerely apologize for the miscommunication and we can upgrade you for the difference minus 30%.

When you dropped it off for warranty.  We let you know we were only there for a few minutes. You were persistent so my wife decided to take our break  between Dr'so at our shop to fix your camera.  I let you know we had appointments all day but I may be able to get it done with no...

promises.  Simple fact one person's health is more important than a phone repair. After our break from appointments we still took the time to finish your phone under warranty with no charge. When done we let you know we  had to leave and to please hurry. Sorry we had  to make it back to our Dr. Thank you for your business.  And your warranty  stands.

There was an officer present for the entire time on the 2nd part of the transaction.  We waited for them to arrive as we knew he would try something. After Mr. [redacted] Aka "[redacted]" was asked to leave our property by Kennewick Police Department.  We followed through with there suggestion to file No trespass order against him and you.

Your device is under warranty. If you choose to upgrade to a new original manufacturer part. We will gladly do that for you.  You would have to pay the difference in cost of parts. Your total transaction came out to $217.20 after tax which we gave a discount on labor since you went with a used...

part. The breakdown of costs on that is $180 for the part and $20 for the install. Bringing your total to $282.36. Which is the difference of $65.16. As pictured on attachments a generic screen for your Samsung Galaxy S5 before shipping is $169.09.  Sorry for the confusion hopefully this clarifies things a little better. Thank you.

Complaint: [redacted]I am rejecting this response because:
 
I did not slam a door. You must make this up as you go. You are a liar with your stellar "F" rating by the Revdex.com.
 
We had agreed on $150 and then another $100 for my S4 trade in. I want my $150 back, then this will be resolved.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
That's not all that happened.  So you're lying.  You charged us to unlock 2 phones.  You look up the imdi number before you even take a phone.  I know that for a fact.  So if it was "stolen" and you agreed to unlock it,  wouldn't that make you a criminal too.  On top of that,  you have us a phone that wasn't even ours and kept the non damaged one.  When we said the phone wasn't ours you threw it at my husband and screamed at him to get out of your store.  You have more than 50 complaints of you doing the same thing to lots of other people.  Your store needs to be shut down so you so stealing from people.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: he keep changing prices... at the store he told me I couldn't pay the difference  witch for a new screen was 220 plush tax... now he is giving me a new  higher price...    also he never mention about any warranty what so ever....  he needs to keep his word...  not changing for his convince..Sincerely,[redacted]

Review: Just over two weeks ago, I went to this store to get my daughter's phone fixed. I paid $175 for him to order the part, and I was told it would be in within 3-5 days. I have been to the store, in person, four times, and each time I go, I get an excuse from them that they are not sure why the part has not arrived and the "story" changes just a bit. I even try and call and only once has someone ever answered the phone. When an employee did, he said that [redacted] and just stepped out and he would have him call me. I never got a call. The last time I was there, they said, "Oh, it looks like it shipped, hopefully it will be in soon." There days later, I still have not received a call that the part is in. Except for the first time I was in the store to order the part, the service has been rude. When it had been two weeks, I shared that I wanted my money back. He said he could not give me any refund. While in the store, a young woman brought her phone in that they had "fixed" and she was having more problems with it. I have tried to be patient. There seems to be no concern from the staff about my part taking so long to come in. Now, after reading other reports from other customers, I have zero confidence in this shops ability to fix our phone. I have lost all trust in this store. I want a full refund for the money I paid for this part.Desired Settlement: I want a full refund for the part I ordered. I have no confidence in the business practices for this shop. Their customer service is not good, and I do not trust that if the part does arrive that they will fix our phone properly.

Business

Response:

All your concearn's are valid. However currently there is no [redacted] for cell phone parts. We do not return for special order as every phone is different for each carrier and market value of phone parts can fluxuate overnight by a simple dollar to $100. Depending on the part needed for you the customer. Currently [redacted] products have shot through the roof as apple products are loosing their popularity. Hopefully this gives you some clarity on the reason behind the special order no refund.

As for your order:We can only give you information that is given to us by the shipper. You asked who our shipper was, I as all others that work for, or are contracted to Cellular 911 L.L.C. have signed saying we will not give trade secrets including wholesalers to anyone under any circumstances. They originally assured us that we would be getting your parts in 3-5 business days. However this was a new supplier that we had only used once prior and he hit his deadline. However he has not fulfilled any of his deadlines there after and is no longer part of our network of wholesaler's. We did manage to get your part shipped to us again and it is the exact part needed for you device. Tracking will be provided at the end of the statement.

As for your concern on other customer repairs. Any repair done in our office has a 30 day warranty excluding water damage. Their phone was fixed same day after you left. Water damage repair's are different than any repair on the books. There is NO BLUEPRINT for water damaged electronic repair. I am one of the few in the united states that can truly fix water damage. But as one part is fixed another can fail. We have a water damage repair deposit covering all labor for 120 days then if any other parts fail the customer buys the part only and we install it free from there on.

We currently have over 25k+ customers on our customer roster and have been open for next to 10 yrs. Were bound to have some disgruntled customers but strive to serve them all the best we can. We are here to serve you. If you felt we were rude in any way our sincere apologies. Your part will be in shortly and we hope you can let us serve you! You will be happy in the end!

Cellular 911 LLC staff

Here is your tracking on you replacement part:

Tracking #:

[redacted]Carrier:[redacted]