Mobile Kangaroo - Apple Authorized Service Provider — Local services in Pleasanton

This is one of the few reviews I've ever done about any business. I'm not the type who has time and the mind to write reviews but this time is different! I came to this "Apple authorized service provider " called Mobile Kangaroo on Main street in Pleasaton CA when I saw a 4-star review, to get help to back up data in my Macbook so in case it crashes I can restore it. Besides, it's been hard making appointment with Apple store due to Covid-19 pandemic. I just wanted to get things done before our baby arrival.  When I came back to pick up a few days later, they told us they couldn't back it up. Instead they could only transfer the data. Their reason at first was they needed a brand new blank backup drive to be able to do it. I told them my backup drive still has 1.62 TB remaining which should be sufficient. (Btw, when we dropped off, we specifically asked the tech to check to make sure the backup drive is okay to use before we left. He checked and said Yes.) This guy Brandon, manager or owner, came out and started using a different excuse saying "I think there must be someting wrong with your Macbook!" He was very loud and condescending. I asked what do you mean? I've never had any problem with my Macbook and it's never ever crashed or anything like that. He raised his voice even louder saying they're not able to backup our Macbook and it's going to be end of the conversation. I was in disbelief being on the receiving end of his temper.. only in just a few minutes into the conversation!! I told him I brought my Macbook here because I thought they're the expert and we paid for their service at drop off before they even start working on it. And boom, he started yelling and kicking me out. I was so shocked and being 8 months pregnant, I just couldn't deal with his temper anymore and left instantly. I was in disbelief about what just happened!! They're not able to complete their service and have the audacity to kick me out? I wanted to cry because I've never been in a situation like this. Never seen such an unreasonable and short temper individual like this guy. I left the shop feeling like I just got scammed $150 plus a slap in the face. We actually brought our Macbook to the actual Apple store later with the same backup drive and an Apple tech was able to do it in 30 minutes! Since Mobile Kangaroo is an Apple authorized service provider, the Apple tech gave me the number to complain about the incident saying they've also received multiple complaints about this place. I've always supported local small businesses but the service I received from this place was unacceptable and ridiculous beyond my...

We had an iPad that the kids had ripped out the USB cord and part of it was left in the iPad so we could not plug it in to charge (had happened on another iPad 2 months earlier and took to Apple store and was fixed at no charged in 2 minutes). This time, I clicked on scheduling appointment at Apple store to fix and Kangaroo came up so I thought they would treat it same as Apple would. They did not. They said they could see what was stuck (left in) there but wanted me to pay $30 to remove it. When I told them I had had the same issue 3 months earlier and it was under the Apple warranty and not charged to fix, they Handed me back the iPad not fixed. Complete waste of time. They should not show up in search when looking to schedule appointment at Apple store unless they are going to fix products the exact same as Apple store would. Waste of time and now I have to reschedule with Apple...

Exceptional service by Joel. Very knowledgeable techie.

My iPhone X display was blacked out. I was worried about my data, tried Apple Genius Bar, they said it’s an issue with logical board and I’ll have to replace it and will loose all my data. I called up two other local shops as well but no luck. When I called this place, Joel said he will try, that gave me hope and I went straight in. He was able to successfully backup my data and fixed the display. This was his job and I paid for it., then what’s exceptional ? Two things., first, he gave me hope that he will try his best to recover my data and second, even though he had a long commute back home, he stayed 20 mins more after shop closing to fix my issue so I could take my phone back with me in a...