CPR Cell Phone Repair — Local services in Southlake

I first went to the Southlake location on March 3, 2025 and spoke to an individual name Simon. He was very kind and courteous and helped me file a claim through my insurance to get my daughter’s Samsung note 8 Fixed. Everything seemed to be moving very smoothly and I was very very satisfied with how I was treated and talked to and They even explained the next steps in the process of getting the Insurance claim approved. For that reason alone, I’m giving them two stars because after that, it went straight downhill.

I was lied to by a representative there that I did not catch the name of it was not Simon. He claimed to be the owner of the Mesquite Texas location only to find out later on that the Mesquite Texas location was owned and operated by a female. So I was blatantly lied to he claimed that he could get the part needed to fix my daughter‘s phone from his store at the Mesquite location that he owned it. He would have somebody drive it over the next day and I could leave my phone with them to get repaired. I was then told to call back tomorrow to confirm that the part had arrived to come in and let them spend the hour it would take to fix the screen. I called the next day and was told that the individual he was supposed to bring it over from Mesquite to Southlake got busy and was unable to do it. I was understanding and said I was not in a super big rush, but I really needed it done by Friday at this point. It was only Tuesday. They insured me that it would be there on Wednesday and to give them a call. So Wednesday came, and once again, I gave them a call and once again, I was given an excuse that the person who was supposed to bring it from Mesquite was sick and was unable to bring It. Again, not a problem I try to be very understanding because my own family at that time was going through A small bout of sickness. They assured me that there would be the part in by Wednesday night, but it would be too late to repair it to bring it in on Thursday. Thursday ended up being a little hectic for me, but by the time I finally called them around 4 PM. They told me there was no way that they could get the part from Mesquite that I would have to order part through them and they didn’t know if they could obtain it or when it would be in or I could just buy a new phone for $99 that started my journey on dealing with the insurance company.

They told me multiple times that they would call me when the part arrived and I never received even a courtesy. Call to let me know that they could not receive the part or find the part or get it from Mesquite. There was no communication whatsoever unless it was initiated by me. The blatant lying still bothers me very much. As I said before, the only reason they’re getting the two stars that they have gotten is 100% because Simon was an incredibly...

Would not recommend them at all. I was completly underwhelmed by the service provided by this location. First when I dropped my phone off for repair they said they would contact me with an assessment of the cost to repair. I didn’t hear from them for a week so I returned to the store at which time I was told “your not the only person who wants a phone repaired and was shown a cracked open phone. They said they were “still working on it” the person I spoke with was rude and disrespectful. They told me to return the next day. I did and was again treated as if I was the issue even though I simply wanted to know what the gameplan was and an estimate on time and cost. I work in IT and I was shocked at how I was treated, the fact they didn’t know what phone was mine, how the staff talked to one another and the state of the phone. I was again told to wait which I did. I recieved a text telling me the phone was ready and to return the next day. When I came in, it wasn’t working and I was told that the person working on it wasn’t there that day, I would receive 50% off the screen repair and to return the next day. I did so and again the same person was rude, nasty and dismissive and told me they would never offer that kind of a deal and at that point it would be upwards of 400. At which point I pointed out that I was never told what the cost would be and at that rate for an XS I could just purchase a new phone. He was dismissive, rude and again told me that there are a lot of people wanting things fixed. It’s been two weeks. I asked for the phone back and to talk to the manager. He told me he was the manager at which point I asked for the contact information for the owner. He told me he was the owner so I asked for my phone back. He then told me he could honor the deal stated and to come back when he contacted me. Three days later he texted saying he couldn’t repair it without more parts and to come get the phone. I waited three days (I was out of town) and came to get the phone. When I arrived it was still dissembled and I had to wait for him to “slap it together” this man should never be allowed to do business for...

Rude and unhelpful staff. Will charge you $25 FOR A RECEIPT of the work.

Edited in response to the owner's comments:

We were asking for a receipt, using specifically that word. It is a fair question to ask why you would charge $25 for a receipt, and the tone was polite and measured. I believe the onus is on you to listen to and understand what your customers are asking for, and clearly you did not. We were not asking for a free service, the repair for a phone screen was going to be $400. We can’t claim on insurance until the work is done, for which we need an itemized receipt. We are perfectly capable of filing our own insurance claim, no 'assistance' needed from you at all. I don’t think getting an itemized receipt for work completed is a high expectation, unless you have something to hide. Most businesses seem to manage this "for free". The next time I eat in a restaurant should I expect a $25 charge on my bill for them to itemize what we ate? And now I think about it, I've never been charged for a quote for something either, but you proudly "do it all day every day".

The tone of your response to this review however is rude. Well done for proving my point about how you address customers. Let me suggest that if you want to look professional it might be an idea not to give your opinion on a stranger’s parenting skills and denigrate them, and instead try to understand and address the reason for the review.

The whole bad experience was, at least, a teachable moment. My son saw a 'bad example' of how to treat customers who are about to spend $400 on apparently ‘free’ work and learned how to successfully take his business elsewhere to avoid...