Business ProfileforLIKEWIZE
Insurance Services Office
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
Additional business information
Additional Info:
According to information in BBB files, this company has a pattern of complaint alleging customer service, service, and delivery issues.
Specifically, consumers allege when they attempt to receive a replacement device or request repair service, Brightstar Device Protection, LLC will request documentation to begin the process. Once consumers provide the requested documentation, they allege they must reach out to the business multiple times only to have their requests denied.
Furthermore, consumers allege that if they ask to speak to a supervisor, or request a refund, all communication from Brightstar Device Protection, LLC will cease.
On October 8, 2020 the company responded to BBB and provided the following statement to address the pattern of customer complaint:
Created the Customer Advocate Team
o The Customer Advocate team will own escalated customer issues from beginning to end and will have access to additional resources and permissions to ensure the customer are satisfied with the resolution
o Claims processing agents and Tier 1 support agents will identify customers that are experiencing extended processing times or difficulties satisfying the claim parameters.
o Our experienced members from the Customer Advocate Team will not only own and resolve customer issues, they will also monitor and provide reporting to identify trends and search for long term solutions to common escalated issues.
Brightstar Device Protection, LLC informed BBB it has created a dedicated email address their customers should use to voice concerns prior to filing a complaint with BBB. BBB strongly encourages consumers to email Brightstar Device Protection, LLC, at customeradvocates@esecuritel.zendesk.com , and allow them 72 hours (excluding weekends and holidays) to resolve the matter prior to filing a complaint with BBB.
Brightstar Device Protection, LLC, have also provided a list of documentation that is needed for filing claims:
Claim Affidavit/Service Request Form
*All fields of the claim affidavit or service request form must be completed
*Loss description on form must match recorded claim description for BDP
*MDN must match the MDN recorded for BDP
*Loss date must match the loss date recorded by BDP
*Phone make/model must match the make/model recorded by BDP
*Claim type must match the claim type recorded by BDP
*If applicable (by carrier form), the ESN/IMEI must match the ESN/IMEI recorded by BDP
*The claim affidavit/service request form must be properly and legally signed either electronically, using the electronic signature
Copy of ID
*Government Issued ID full name must match the client system of record full name
*Government Issued ID full name must match full name recorded on the legal document, being the claim affidavit/service request form or the proof of address, credit card statement, etc.
*Must match the name on the carrier system of record
*Government Issued ID cannot be expired as of the incident date
*Government Issued ID must be in color
*Government Issued ID cannot show as cropped and must clearly display all corners of ID
*Government Issued ID must be clear and legible and cannot be blurry
*Government Issued ID must be in document of color sample and clearly displays hologram and security feature watermarks
NOTE: Any Government Issued ID for any country other than US&C shows as identification card or out of country ID must show both front and back
Proof of Address/ Utility Bill
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
*Must match the address must match client system of record address
*If both proof of address and utility bill is requested, two different documents should be submitted.
*Must be one of the following documents with the following parameters:
Wireless Bill
*Must include all pages of the wireless bill (including detailed usage page)
*If the account is a business account, and the wireless bill is more than 20 pages, all pages do not have to be submitted, only the pages for the MDN filing the service request
Original Bill of Sale / Proof of Purchase
*Must include the IMEI
*Must include the subscriber name or MDN
*Must be the original receipt or certified copy
Police Report
*Document must contain the MDN
*Document must contain the subscriber name
*Document must contain the lost/stolen ESN/IMEI
*Document must be approved by an officer
NOTE: Business card with the Report Number cannot be accepted
Credit Card Statement
*Statement must be within 60 days from the transaction date
*Must include the Device Protection Processing fee listed
*The name of the subscriber must be listed on the document
Proof of Shipping Address
*Document must include the ship to address on the subscribers account
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
Specifically, consumers allege when they attempt to receive a replacement device or request repair service, Brightstar Device Protection, LLC will request documentation to begin the process. Once consumers provide the requested documentation, they allege they must reach out to the business multiple times only to have their requests denied.
Furthermore, consumers allege that if they ask to speak to a supervisor, or request a refund, all communication from Brightstar Device Protection, LLC will cease.
On October 8, 2020 the company responded to BBB and provided the following statement to address the pattern of customer complaint:
Created the Customer Advocate Team
o The Customer Advocate team will own escalated customer issues from beginning to end and will have access to additional resources and permissions to ensure the customer are satisfied with the resolution
o Claims processing agents and Tier 1 support agents will identify customers that are experiencing extended processing times or difficulties satisfying the claim parameters.
o Our experienced members from the Customer Advocate Team will not only own and resolve customer issues, they will also monitor and provide reporting to identify trends and search for long term solutions to common escalated issues.
Brightstar Device Protection, LLC informed BBB it has created a dedicated email address their customers should use to voice concerns prior to filing a complaint with BBB. BBB strongly encourages consumers to email Brightstar Device Protection, LLC, at customeradvocates@esecuritel.zendesk.com , and allow them 72 hours (excluding weekends and holidays) to resolve the matter prior to filing a complaint with BBB.
Brightstar Device Protection, LLC, have also provided a list of documentation that is needed for filing claims:
Claim Affidavit/Service Request Form
*All fields of the claim affidavit or service request form must be completed
*Loss description on form must match recorded claim description for BDP
*MDN must match the MDN recorded for BDP
*Loss date must match the loss date recorded by BDP
*Phone make/model must match the make/model recorded by BDP
*Claim type must match the claim type recorded by BDP
*If applicable (by carrier form), the ESN/IMEI must match the ESN/IMEI recorded by BDP
*The claim affidavit/service request form must be properly and legally signed either electronically, using the electronic signature
Copy of ID
*Government Issued ID full name must match the client system of record full name
*Government Issued ID full name must match full name recorded on the legal document, being the claim affidavit/service request form or the proof of address, credit card statement, etc.
*Must match the name on the carrier system of record
*Government Issued ID cannot be expired as of the incident date
*Government Issued ID must be in color
*Government Issued ID cannot show as cropped and must clearly display all corners of ID
*Government Issued ID must be clear and legible and cannot be blurry
*Government Issued ID must be in document of color sample and clearly displays hologram and security feature watermarks
NOTE: Any Government Issued ID for any country other than US&C shows as identification card or out of country ID must show both front and back
Proof of Address/ Utility Bill
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
*Must match the address must match client system of record address
*If both proof of address and utility bill is requested, two different documents should be submitted.
*Must be one of the following documents with the following parameters:
Wireless Bill
*Must include all pages of the wireless bill (including detailed usage page)
*If the account is a business account, and the wireless bill is more than 20 pages, all pages do not have to be submitted, only the pages for the MDN filing the service request
Original Bill of Sale / Proof of Purchase
*Must include the IMEI
*Must include the subscriber name or MDN
*Must be the original receipt or certified copy
Police Report
*Document must contain the MDN
*Document must contain the subscriber name
*Document must contain the lost/stolen ESN/IMEI
*Document must be approved by an officer
NOTE: Business card with the Report Number cannot be accepted
Credit Card Statement
*Statement must be within 60 days from the transaction date
*Must include the Device Protection Processing fee listed
*The name of the subscriber must be listed on the document
Proof of Shipping Address
*Document must include the ship to address on the subscribers account
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
Additional Info:
According to information in BBB files, this company has a pattern of complaint alleging customer service, service, and delivery issues.
Specifically, consumers allege when they attempt to receive a replacement device or request repair service, Brightstar Device Protection, LLC will request documentation to begin the process. Once consumers provide the requested documentation, they allege they must reach out to the business multiple times only to have their requests denied.
Furthermore, consumers allege that if they ask to speak to a supervisor, or request a refund, all communication from Brightstar Device Protection, LLC will cease.
On October 8, 2020 the company responded to BBB and provided the following statement to address the pattern of customer complaint:
Created the Customer Advocate Team
o The Customer Advocate team will own escalated customer issues from beginning to end and will have access to additional resources and permissions to ensure the customer are satisfied with the resolution
o Claims processing agents and Tier 1 support agents will identify customers that are experiencing extended processing times or difficulties satisfying the claim parameters.
o Our experienced members from the Customer Advocate Team will not only own and resolve customer issues, they will also monitor and provide reporting to identify trends and search for long term solutions to common escalated issues.
Brightstar Device Protection, LLC informed BBB it has created a dedicated email address their customers should use to voice concerns prior to filing a complaint with BBB. BBB strongly encourages consumers to email Brightstar Device Protection, LLC, at customeradvocates@esecuritel.zendesk.com , and allow them 72 hours (excluding weekends and holidays) to resolve the matter prior to filing a complaint with BBB.
Brightstar Device Protection, LLC, have also provided a list of documentation that is needed for filing claims:
Claim Affidavit/Service Request Form
*All fields of the claim affidavit or service request form must be completed
*Loss description on form must match recorded claim description for BDP
*MDN must match the MDN recorded for BDP
*Loss date must match the loss date recorded by BDP
*Phone make/model must match the make/model recorded by BDP
*Claim type must match the claim type recorded by BDP
*If applicable (by carrier form), the ESN/IMEI must match the ESN/IMEI recorded by BDP
*The claim affidavit/service request form must be properly and legally signed either electronically, using the electronic signature
Copy of ID
*Government Issued ID full name must match the client system of record full name
*Government Issued ID full name must match full name recorded on the legal document, being the claim affidavit/service request form or the proof of address, credit card statement, etc.
*Must match the name on the carrier system of record
*Government Issued ID cannot be expired as of the incident date
*Government Issued ID must be in color
*Government Issued ID cannot show as cropped and must clearly display all corners of ID
*Government Issued ID must be clear and legible and cannot be blurry
*Government Issued ID must be in document of color sample and clearly displays hologram and security feature watermarks
NOTE: Any Government Issued ID for any country other than US&C shows as identification card or out of country ID must show both front and back
Proof of Address/ Utility Bill
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
*Must match the address must match client system of record address
*If both proof of address and utility bill is requested, two different documents should be submitted.
*Must be one of the following documents with the following parameters:
Wireless Bill
*Must include all pages of the wireless bill (including detailed usage page)
*If the account is a business account, and the wireless bill is more than 20 pages, all pages do not have to be submitted, only the pages for the MDN filing the service request
Original Bill of Sale / Proof of Purchase
*Must include the IMEI
*Must include the subscriber name or MDN
*Must be the original receipt or certified copy
Police Report
*Document must contain the MDN
*Document must contain the subscriber name
*Document must contain the lost/stolen ESN/IMEI
*Document must be approved by an officer
NOTE: Business card with the Report Number cannot be accepted
Credit Card Statement
*Statement must be within 60 days from the transaction date
*Must include the Device Protection Processing fee listed
*The name of the subscriber must be listed on the document
Proof of Shipping Address
*Document must include the ship to address on the subscribers account
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
Specifically, consumers allege when they attempt to receive a replacement device or request repair service, Brightstar Device Protection, LLC will request documentation to begin the process. Once consumers provide the requested documentation, they allege they must reach out to the business multiple times only to have their requests denied.
Furthermore, consumers allege that if they ask to speak to a supervisor, or request a refund, all communication from Brightstar Device Protection, LLC will cease.
On October 8, 2020 the company responded to BBB and provided the following statement to address the pattern of customer complaint:
Created the Customer Advocate Team
o The Customer Advocate team will own escalated customer issues from beginning to end and will have access to additional resources and permissions to ensure the customer are satisfied with the resolution
o Claims processing agents and Tier 1 support agents will identify customers that are experiencing extended processing times or difficulties satisfying the claim parameters.
o Our experienced members from the Customer Advocate Team will not only own and resolve customer issues, they will also monitor and provide reporting to identify trends and search for long term solutions to common escalated issues.
Brightstar Device Protection, LLC informed BBB it has created a dedicated email address their customers should use to voice concerns prior to filing a complaint with BBB. BBB strongly encourages consumers to email Brightstar Device Protection, LLC, at customeradvocates@esecuritel.zendesk.com , and allow them 72 hours (excluding weekends and holidays) to resolve the matter prior to filing a complaint with BBB.
Brightstar Device Protection, LLC, have also provided a list of documentation that is needed for filing claims:
Claim Affidavit/Service Request Form
*All fields of the claim affidavit or service request form must be completed
*Loss description on form must match recorded claim description for BDP
*MDN must match the MDN recorded for BDP
*Loss date must match the loss date recorded by BDP
*Phone make/model must match the make/model recorded by BDP
*Claim type must match the claim type recorded by BDP
*If applicable (by carrier form), the ESN/IMEI must match the ESN/IMEI recorded by BDP
*The claim affidavit/service request form must be properly and legally signed either electronically, using the electronic signature
Copy of ID
*Government Issued ID full name must match the client system of record full name
*Government Issued ID full name must match full name recorded on the legal document, being the claim affidavit/service request form or the proof of address, credit card statement, etc.
*Must match the name on the carrier system of record
*Government Issued ID cannot be expired as of the incident date
*Government Issued ID must be in color
*Government Issued ID cannot show as cropped and must clearly display all corners of ID
*Government Issued ID must be clear and legible and cannot be blurry
*Government Issued ID must be in document of color sample and clearly displays hologram and security feature watermarks
NOTE: Any Government Issued ID for any country other than US&C shows as identification card or out of country ID must show both front and back
Proof of Address/ Utility Bill
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
*Must match the address must match client system of record address
*If both proof of address and utility bill is requested, two different documents should be submitted.
*Must be one of the following documents with the following parameters:
Wireless Bill
*Must include all pages of the wireless bill (including detailed usage page)
*If the account is a business account, and the wireless bill is more than 20 pages, all pages do not have to be submitted, only the pages for the MDN filing the service request
Original Bill of Sale / Proof of Purchase
*Must include the IMEI
*Must include the subscriber name or MDN
*Must be the original receipt or certified copy
Police Report
*Document must contain the MDN
*Document must contain the subscriber name
*Document must contain the lost/stolen ESN/IMEI
*Document must be approved by an officer
NOTE: Business card with the Report Number cannot be accepted
Credit Card Statement
*Statement must be within 60 days from the transaction date
*Must include the Device Protection Processing fee listed
*The name of the subscriber must be listed on the document
Proof of Shipping Address
*Document must include the ship to address on the subscribers account
*Must be dated within 60 days from the incident date
*Must match the accountholder name on the account
At-a-glance
Customer Complaints
2 complaints closed in last 3 years
0 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Related Categories
Products & Services
Business Details
This is a multi-location business.
- Headquarters
- 2325 Lakeview Pkwy Ste 700, Alpharetta, GA 30009-7921
- BBB File Opened:
- 6/19/2009
- Years in Business:
- 23
- Business Started:
- 1/1/2001
- Accredited Since:
- 9/4/2009
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Business Management
- Mr. Carl Jenkins, Director
- Mr. Brian Powers
- Ms. Barbara Butler, Manager
- Contact Information
Principal
- Ms. Barbara Butler, Manager
Customer Contact
- Ms. Barbara Butler, Manager
- Additional Contact Information
Fax Numbers
- (770) 754-4290Other Fax
Phone Numbers
- (877) 412-5191Other Phone
- (844) 534-3099Other Phone
- (770) 754-4290
Customer Complaints
2 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
11/23/2021
- Complaint Type:
- Guarantee/Warranty Issues
- Status:
- Answered
Complaint Details Unavailable
Customer Reviews
3 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Lana T.
1 star12/06/2021
I am beyond disappointed with this company. I paid a deductible to get a replacement phone for my son's broken iPhone. I then was charged another $250, and am being accused of not sending back the phone. I provided the tracking, which they are still saying is wrong andclaing it was was sent to the wrong place. It was their label - SO this make ZERO sense. The phone was returned phone was a smashed and not even FIXABLE. The replacement phone you can TELL is a refurbished phone. Buttons on side only SOMETIMES work but I don't want to go throug them again! I could have purchased a new phone by now with the monthly protection fees, deductible and then the $250 fee they also just went and STOLE from me. This is unacceptable. It would not let me leave ZERO stars!
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