Complaints

This profile includes complaints for Karls Technology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Karls Technology

  2113 E Paso Fino Dr Queen Creek, AZ 85140-7878

  
• 

  Porter Computer Repair Services

  17667 Main Porter, TX 77365

• 

  Karls Technology

  1461 E Magnum Rd Arlington, TX 76006

• 

  Arlington Computer Repair

  1461 E Magnum Road Arlington, TX 76006

• 

  Karls Technology

  2150 E Bell Rd Unit 1074 Phoenix, AZ 85022-2975

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a mobile repair of my laptop hinge on 8/9/2024. All systems and programs on my laptop worked just fine before they came, only the hinge was broken. *I was told over the phone when I scheduled the appointment that the technician would test my computer systems and then make repairs.The technician came to my home on 8/12/2024, proceeded to take apart the laptop (per his boss - according to the technician) and then could not test my computer because now it is completely apart. The hinge part I had was incorrect. We decided to re-order the part.*I was required to sign the waiver at the end of the appointment saying my laptop could not be tested.I paid $129.2 days later, the technician showed up, with another "technician in training" (who chatted about how he couldn't get an IT job so he was going to do this job instead) and proceeded to spend the next 2 hours putting my computer back together, with the correct part, and talked to his trainee about all the ins and outs of my laptop.When the technician had "completed" the re-assembly of my laptop, he tried to power it on and now it will not power on. Since he was unsuccessful and his time clock (on my dime) was still running, I told him to be done and I would contact his company for further assistance. The technician, though polite and nice, was not qualified to do the repairs he was sent to do and he was training someone else had no previous technician training to start work the next week! I had to pay the technician $254 in order for him to leave my home. The rest of the correspondence had to be done via email. They offered 1 hour ($125) of their time to set up my new laptop. I had already done it myself. I asked for full refund and no refund was ever issued. Then all email contact ceased on 9/5/2024. No one will even get back to me at this point. The website says all work is guaranteed. If you sign the waiver *you are required to sign* to have them work on your computer, they DO NOT honor this guarantee.

  

  Business Response

  Date: 12/13/2024

  ******,
  Thank you so much for your response. Karls Technology is committed to providing all of our clients with exceptional care. From our review of the your experience, we understand your frustration. While we take every precaution to handle your device with care and expertise, it's important to note that during the repair process, unforeseen issues may arise due to the interdependent nature of laptop components. In some cases, addressing one issue may inadvertently reveal or impact other pre-existing conditions within the device. We will always communicate with you promptly if such situations occur and discuss the next steps before proceeding. Per our policies, we are not able to provide a refund in cases like this, but in this case, we understand that the next steps were not explained appropriately. We will honor your request to refund the $125 directly to you instead of credited to your account with us. We look forward to servicing you again in the future

• Initial Complaint

  Date:08/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called in about my computer not being able to do updates. Tech came out spent an hour backing up my computer. Deleted my Graphix driver and then couldn't get it back on my pc. Told me my problem is unfixable and left with my pc in worse condition then when he arrived. What a scam!!

  

  Business Response

  Date: 09/09/2024

  Thank you for your feedback. This is not how we would like our appointments to go. Could we set up an appointment free of charge up to the 2 hours and 15 minutes spent, to have the engineer take a look at the device and correct whatever work may have been done improperly during the first appointment?

  Customer Answer

  Date: 09/10/2024

  I have already bought another pc because your tech could not figure out what was wrong with my last pc. I would like a full refund due to your techs lack of knowledge and there was no repair made that actually helped my pc

  

  Business Response

  Date: 09/20/2024

  Hello and thank you for reaching out to **. Our helpdesk department has reviewed the details of  your appointment and found that the field engineer determined the first step of diagnosis to be replacement of the hard drive. We also noted a discussion concerning the cost of a hard drive replacement and the cost of a new device, and deciding which option to more forwards with. The engineer then backed up the data to a external drive in preparation for restore after either step was taken. While we believe our engineers should be paid for the time spent on site, this appointment was not the experience we'd like our customers to have, due to the concerning drive's issues making for a long backup process. We'd like to offer you a refund for 30 minutes of the appointment time.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday Aug 4 I emailed and spoke with a representative and I asked if they could put a VPN on my router. I have them the make and model and they said it could be done. They explained I had a minimum charge of $125 before sending him Next day tech comes out and said they don't recommend it. So I sent him out without doing anything I got a bill for $192. I should have been told the day before when I asked if they could do that that it was not something they recommend doing before sending someone out to tell me that and billing. They won't write off the charge. I feel they aren't someone's out just to generate the charge.

  

  Business Response

  Date: 09/09/2024

  Thank you for your feedback. We understand this experience was not satisfactory. I'd like to consider the partial work done by having our engineer visit, and will offer to reduce the bill by half of the time spent, as well as removing the invoice fee. Would this be a fair solution to you so that we can make things right without discounting the time spent by the engineer to go out to you? 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had someone come out to look at my computer because it needed RAM and they came out and told me what I needed which I ordered. I had a follow up appointment which no one showed up to and at the end of the window I called the office and they said the tech was sick, So why didn't I get a call which I waited 3-4 hours for the appointment and took off of work for. I got another appointment and the tech came in and clocked in and was on his phone doing stuff went to the bathroom for over 10 min, I was going to go knock on the door to make sure he was ok, that's how long it was. he proceeded to try to take the screen off my computer he seemed like he was struggling to do it and cracked my screen at the corner I feel he wasn't feeling well and did something wrong and cracked the screen. i called the office and got no help but just submitted and claim, which you can never talk to someone to rectify the situation then and there. before an hours time i asked him to stop which he continued on his phone and they are now billing me for 1 hour and 45 min plus he didn't get to do anything at all and want me to pay for his neglect. I would like to have my screen paid for and not have to pay for him to come out and do nothing because he cracked the screen and then I would be without a computer if he continued.

  

  Business Response

  Date: 07/30/2024

  Thank you for the information you have provided. We have reached out to the appropriate staff to ensure a timely response

  Customer Answer

  Date: 08/04/2024

   I haven't received any information or contact from the business?

  

  Business Response

  Date: 09/09/2024

  Our helpdesk team reports they were able to make contact with you regarding the appropriate screen replacement

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Centennial Computer Repair, apparently also doing business as ****'s Technology and multiple other business names, on 6/19/24 regarding a malware/virus concern on my desktop. An order was scheduled for a tech to come to my location on 6/21/24 between 12pm-3pm. No one showed up and when I called I was told the actual time was scheduled for 4pm-7pm. Again, well after 7pm I had not gotten a call nor did anyone show up. When I contacted the tech's number, I was told he "couldn't make it" and I should reschedule, which I did for their next available time on 6/24/24. As I was experiencing serious issues with my desktop being hacked. due to the unprofessional and lackadaisical treatment I received from ****'s, I cancelled the 6/24/24 appointment that morning. I have now received a multitude of emails from ****'s demanding I pay them a late cancellation fee of $187.50, and they have now threatened to send my account to collections. As a forensic litigation consultant, I was unable to address my own work during the time I waited in vain for a ****'s tech to show up on 6/21/24 between 12pm-7pm. My base hourly rate is a minimum of $250/per hour. If ****'s asserts they are due a short notice cancellation fee on $125/per hour (plus an outrageous "invoice fee" of $62.50), then ****'s owes me at least $250.00. Furthermore, This business has conducted itself in an exceedingly unprofessional and avaricious manner, starting with two no calls/no shows for my original scheduled appointment. It's no wonder that BBB indicates nearly 60 complaints against this company over the past 3 years.

  

  Business Response

  Date: 07/20/2024

  Thank you so much for your response. 
  
  Being a smaller local company, we are committed to providing quality service as quickly as possible to our clients. When we reserve a slot for one of our end users, that inevitably prevents us from seeing another client during that time. The Same Day Cancel fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation. Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment.Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. Finally,all of our cancellation policy information is emailed to a customer when they book along with booking confirmation.
  

  We understand there are some different circumstances here that involve miscommunications and will ensure any outstanding balance due to the appointment cancellation is cancelled.

  
  Sorry for the inconvenience and we look forward to servicing you again in the future!

  
  

  Customer Answer

  Date: 07/21/2024

  This company is quick to take note of and demand compensation for their inability to schedule business for a time slot that I cancelled due to their unreliability and lack of communicating with me. By the same logic, I should be compensated for the 3-hour window I was forced to hold open for them which resulted in a no call/no show from their tech. I am therefore due a cancellation fee of a minimum of $250 (my minimum hourly rate) since their failure to call or to show up for my scheduled appointment is in effect a same day cancellation on their part. There was no miscommunication in this case; they simply never called me nor did they even make an effort to show up during the appointment window. Furthermore,their demand for an invoice fee of $62.50 is outrageous since invoicing is simply a matter of a couple of keystrokes. That by itself should say everything a prospective client needs to know about this company. I also find it quite telling that they made no effort to communicate with me regarding their failure to meet the original scheduled appointment time, but they have inundated me with phone calls and emails demanding payment of their invoice. *** made payment to them in full as I dont intend to spend any more time or effort in dealing with a company of questionable professionalism and reliability. I intend,however, to ensure other prospective clients are made fully aware of their business practices.

  

  Business Response

  Date: 07/30/2024

  Thank you for your response.
  Karls Technology has serviced tens of thousands of happy clients but as you mentioned, unfortunately sometimes things slip through the cracks, leading to the few complaints you have seen. We have apologized for the circumstances leading to an automated cancellation fee being sent to you, noted that there was no outstanding balance to you and would not require payment on that bill. Unfortunately you had already paid - so we would be happy to refund that to you if it would resolve your concerns with our company and show you why we have such strong and long lasting relationships with our clients.

  Customer Answer

  Date: 07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to swap out a 128GB *** drive and had purchased a replacement 500GB *** drive. On 6 June they sent a technician out the next day who arrived at 3pm. He fiddled around (while I sat there watching) on and off his phone and then it appeared he was having a problem in my PC so I asked him. He said he was having a problem getting a s**** out that was holding in the drive. At the 45 minute point he said he got it and showed me the drive. Except it wasn't the *** drive, it was my 1TB HDD backup drive! He said he got the wrong instructions for the job. He spent the next 15 minutes getting that drive re-installed then started looking for the ***.At 4:45 he said he found it - the *** in my PC was a NVMe drive (like a RAM chip) not the 2.5" box I had bought as a replacement. Then he said he needed an adaptor for the 2.5" drive and he thought he had one in his car - but no. So he says he will have to go get one and would be back later that evening. BUT he insisted I pay him for what he had done so far before he left. I told him he hadn't done anything except open the case and do stuff that he had no business doing. But my PC was open and not finished so I told him I'd pay, but that I would fight it. He never called and didn't come back..The next morning at 0800 the tech called an asked why I had called the office!!!! He told me they didn't have the part (???) and since it wouldn't arrive that day (Thurs) and he would be gone for the next 10 days he said he'd come and finish on the 17th.I took my PC to a local company and they did the work for $100 and I had the computer back in 24 hours.I sent a request for a full refund stating he hadn't done anything as far as replacing my *** - all he had done after 1:45 hours was to find it!! ****'s came back a couple of days later and said his billing was appropriate but that they would offer me a 30 minute refund if I would just sign a waiver of all other re courses. I refused. Too much left to say..

  

  Business Response

  Date: 07/10/2024

  Thank you so much for your additional feedback and we will investigate accordingly to adjust our follow-up policies as needed. Unfortunately, the appointment was always going to end with dissatisfaction as the drive purchased by the client for use was incorrect. We would offer a larger refund to our minimum appointment length today, but we have received the notice of dispute for the full transaction from our payment processor and will allow that process to complete at this time. 

  Customer Answer

  Date: 07/10/2024

   The company said the issue was always going to be disappointing because I bought the wrong type of equipment.  I did not specify what equipment I had - and there are only two types of *** hard drives - a trained professional technician should have shown up with the equipment to handle either option - he did not know what I had before he showed up.  Granted the new *** drive I purchased was a different form than the one in my PC - but he didn't know what was in my PC or what I had bought before he showed up.  His job was to replace the *** drive.  He should have been ready to do that regardless of the form.  The difference was a connection between the *** drive I bought and my PC - I didn't know they were different so I didn't know to buy one.  He should have had that as basic equipment when he showed up.  Then he said he was going to go get one and never came back and never called - then the next day when he did call he was not going to be able to finish for 10 days.  All the time he spent at my house was time doing things that didn't need to be done (taking out the backup drive took an hour) then another 30 minutes trying to identify the *** drive (which a trained technician should have spotted immediately).  So for them to blame it all on my buying a different format drive when there are only 2 types and they didn't know what kind I had - is ridiculous.  Look at their other ratings and comments from past employees that say the same kinds of things.

  

  Business Response

  Date: 07/15/2024

  Thank you for your response.
  We want to make clear that we are not faulting you for the successfulness of the appointment. There are actually many form factors for solid state drives, and there can be multiple different protocols within some of those as well. The vast majority of devices use ******* sata ssds or 3.5 inch sata hdds and that is what our field engineers have available. Some other drives found in consumer devices, although less often, are both sata m.2 ssds as well as PciE m.2 ssds. Further yet, there are smaller and even less commonly used formats due to different size restrictions - within M.2 format ssds, there is the "*****" size, "2280", "2260", "2242", and "2230". The smaller you go in size, the less common. The *** in your device was a ***** SK Hnix 128gb in the smallest form factor. As you can see, there are many more than 2 form factors of ***S, and the one required in yours was one of the least common form factors and not something a mobile technician would be carrying around. 

  We want to make sure you had the most satisfactory experience with Karls Technology possible, and we know that isn't what happened. We feel that the 30 minute refund proposed previously was not enough, as the bill would still be greater than our minimum appointment length of an hour. Considering how the follow-up process was below our standards as well, if you agree this would be a satisfactory outcome, we can refund 1 full hour of service. 

  Customer Answer

  Date: 07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  called ***** on 6/9 @3pm to help with email problem. Person said he would check. Told me they were booked up till Monday. Then he said they might be able to do a remote session, no that was booked up also.He called right back and said he might have a tech available between 5 & 6pm. We had friends show up unexpected around 5pm. I had not heard anything from *****. I called to cancel my remote session at 5pm since had heard nothing from this **** who was suppose to call. The person told me I had to pay a cancellation fee of $129. For what I asked, you haven't done anything, and I haven't even be contacted. I'm sorry that's the policy. I was outraged and refused . Now I get an email requesting $187.50, a $62.50 invoice fee tacked on. This is a nightmare. Please help.

  

  Business Response

  Date: 07/10/2024

  Thank you so much for your response. 
  
  Being a smaller local company, we are committed to providing quality service as quickly as possible to our clients. When we reserve a slot for one of our end users, that inevitably prevents us from seeing another client during that time. The Same Day Cancel fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation. Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment.Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. Finally,all of our cancellation policy information is emailed to a customer when they book along with booking confirmation. However, in this situation we have found that it was sent in error, and this was rectified on 6/18/2024. Sorry for the inconvenience and we look forward to servicing you again in the future!
  

  Customer Answer

  Date: 07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ****'s Technology on 5/13/24 and I told the guy about the problem in my laptop, and he told me, at least I understood that way, the cost would be 25 dollars per hour plus 4 dollars for gas.The tech guy came next day 1 hour late and when he arrived he said the cost would be 129 dollars per hour and asked me do you want or not? I said no and he left. Two hours later I got an email charging me $191.50! 129 dollars plus ***** for invoice fee. Now they sent me a letter as a debt collector and saying I have to pay almost ******************************************************************************************* 129 dollars per hour I would stop right there the conversation. I read other complaints about the company and they follow the same pattern. The company is greedy, no service was provided and they must stop this absurd charge.

  

  Business Response

  Date: 07/10/2024

  Thank you so much for your response.

  We are Karls Technology are committed to having the best possible communication with our customers. On every booking call, our clients are informed of the rate of $125 an hour, and our Same Day Cancel fee. We are proud of our hourly rate for the value we provide and make sure to inform every client - as no one would book without knowing the price. When we reserve a slot for one of our end users,that inevitably prevents us from seeing another client during that time. The Same Day Cancel fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation. Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment. Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. Finally, all of our cancellation policy information is emailed to a customer when they book along with booking confirmation. Sorry for the inconvenience and we look forward to servicing you again in the future!

  Customer Answer

  Date: 07/10/2024

  The business answer is a typical from a greedy company. If the company had a good business practices they would send me an email stating how much they would charge and I would call immediately canceling the appointment.Like I said before I am a senior and I understood over the phone the company would charge me  25 dollars per hour plus 4 dollars for gas. If I had understood they would charge me 125 dollars per hour I would stop the conversation right there.Even If I had agreed to pay that amount the technician would not be able to solve the problem.I had to call the internet provider and they sent a technician to solve the issue.There are a lot of complaints about the company's practices not only on Better Business Bureau but also on internet.It shows how greedy is the company and this absurd charge must stop. 

   

  

  Business Response

  Date: 07/20/2024

  We do our best to make sure every client understands our rates before booking. We apologize for any miscommunication - if we could charge $25 an hour and maintain our level of value provided to clients, we sure would! The emails you received were an automated process as you had an outstanding invoice. We will make sure you do not receive any further correspondence from us regarding the outstanding invoice for that same day cancellation. 

  Customer Answer

  Date: 07/24/2024

   

   I want to know if you can clarify if the company  will be withdrawing the invoice, stopping all collection attempts, and having the debt collector stop collecting

   the debt on the business behalf as well.

   

   

   

   

   

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother gave me the name of this business to check to help me with my laptop, which was given to me by an ex boyfriend, and I feel like hes tracking me via the laptop, so i enquired online and received a call back from a guy while I was checking out at the grocery store, I was having a hard time following the guys fees and services and I reluctantly booked an appointment, it wasnt sitting well with me, and I called right back and canceled the appointment, within 8-10 minutes of making it. This guy is now trying to charge me $187 dollars just for canceling the appointment! Hes done nothing for me, and I was not aware of the cancellation fees when I made the appointment! Now he is harassing me via email and text messages and telling me that hes going to report me to a collection agency! He also knows my physical address, because he said they come to us and I dont feel safe knowing that this guy knows where I live. Its an insane amount to charge anyone for nothing!

  

  Business Response

  Date: 07/10/2024

  Thank you so much for your response. 
  
  Being a smaller local company, we are committed to providing quality service as quickly as possible to our clients. When we reserve a slot for one of our end users, that inevitably prevents us from seeing another client during that time. The Same Day Cancel fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation. Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment.Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. Finally,all of our cancellation policy information is emailed to a customer when they book along with booking confirmation. Sorry for the inconvenience and we look forward to servicing you again in the future!

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I CALLED KARLS TECHNOLOGY ON MARCH 28, 2024 EXPLAINING MY COMPUTER IS NOT WORKING AT ALL HE ADVISED ME THEY WILL GET IT UP AND RUNNING LIKE IT PREVIOUSLY WAS AND MADE A APPOINTMENT FOR THE NEXT DAY AND SENT OUT A COMPUTER EXPERT BY THE NAME OF *************************** TO REPAIR IT BUT SPENT MOST OF THE **** ON HIS PHONE LIKE HE WAS LOOKING SOMETHING UP BUT DOES BRING THE COMPUTER BACK TO WORK BUT NEGLECTS TO REVISE MY PRINTER WHICH I DISCOVER AFTER HE LEFT BUT HE DID INFORM ME THAT THERE IS A 14 DAY WARRANTY AND IF THERE IS A PROBLEM HE'LL COME RIGHT BACK AND CORRECT IT SO I CALLED HIM THE NEXT DAY AND HE NOW SAYS THE PRINTER HAS NOTHING TO DO WITH THE COMPUTER BUT REMEMBER HE WAS GOING TO BRING IT BACK TO WHERE IT WAS AND NOW HE WANTS TO CHARGE ME $127. TO COME BACK AND CORRECT WHAT HE FORGOT TO DO AND TELLS ME HE'S NOT COMING ALL THE WAY BACK TO MY HOUSE FOR NOTHING THAT ITS A 40 MINUTE DRIVE AND HE WANTS TO GET PAID TO COME BACK.I AM 85 YEARS OLD NO NOTHING ABOUT COMPUTERS THIS REPAIR MAN *************************** ACTED LIKE HE WAS MY BEST FRIEND TOLD ME DO NOT WORRY IF THERE IS A PROBLEM HE WILL TAKE CARE OF IT I EVEN GAVE HIM A $20.00 TIP HE COULD'NT THANK ME ENOUGH NOW HE SAYS I'M NOT DRIVING ALL THE WAY OUT TO MY HOME WITH OUT GETTING PAID

  

  Business Response

  Date: 07/10/2024

  Thank you so much for your response. 
  
  At Karls Technology, we are committed to providing our clients with the highest value possible. Our appointments average 1.5 - 2 hours to run our full four point inspection and diagnose the issues presented by our clients as well as perform any repairs possible. When booking, *** had let us know of some website connectivity issues as well as running our 4 point inspection. Our field engineer was able to resolve the issues and run the 4 point inspection in just 1.5 hours. While we do offer a 14 day free revisit period, this is to check our work - say, if the website connectivity issues had returned. Since nothing had been noted about a printer issue, we found that we would be looking at any further work as a new appointment and charged as per normal. We appreciate your generosity towards our field engineer as they work very hard to leave our clients satisfied. Sorry for the inconvenience and we look forward to servicing you again in the future!