Fix It All (Bel Air, MD)

Anonymous - Aug 1, 2023

Run do not walk away from this store. They essentially replaced my 256G iPhone with a 128G. I first brought my iPhone 13 Pro Max 256G for a back repair. He told me it would be ready in 2 hours and would be $180. He said he only had a black cover and I agreed that was okay. 4 hours later the phone was ready but it was overheating repeatedly and would not work. I brought it home just figuring the store didn't have any AC and it just needed to cool down. It continued to just cycle reboot and was really hot. I brought it back with my husband and told him he broke my phone and needed to fix it ASAP bc I needed it for work. He demanded that he did not break it over and over again. I demanded a refund because it was clear we weren't getting anywhere. He was reluctant but gave it to me back in cash (I paid with a credit card) We took it to the Verizon store to trade it in and get a new phone because I need by phone for work (2FA etc) and they said they couldn't take it because it was dangerously overheating. I got a new phone and went back to Fix it All to inform them that he had not only broken my phone but cost me $1100 in the process of getting a new one. The owner continued to lecture me and tell me that his business was not going to take a loss. It got so bad to the point that he would only speak to my husband. We asked for compensation for the money we paid and we would move on. He refused stating he wanted to try and fix it. It was clear to us that he had given a refund without his bosses permission and was now in trouble. We agreed. He kept saying his boss was coming in from to take a look - we always "just" missed him (he was lying, his boss was in VA) Three days later he called us to tell us the phone was broken (duh.) and he would send it off for repairs with his insurance. We agreed but wanted a paper trail - no paper trail was ever given to us. Luckily, I could track my phone with find my iphone. 2 months later (we had to go into the store every few weeks for an update because he would say he was going to call us and never did) we got the phone back. But here is the catch - he didn't use real iPhone parts to replace it and its now a 128G iPhone not a 256G. We didn't catch this until we brought it back to Verizon. I should have sued them for what they did but they were VERY manipulative and eager to get us out of the store. At the end of the day I just wanted to be done.