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

  
• 

  Karls Technology

  1461 E Magnum Rd Arlington, TX 76006

• 

  Arlington Computer Repair

  1461 E Magnum Road Arlington, TX 76006

• 

  Porter Computer Repair Services

  17667 Main Porter, TX 77365

• 

  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:03/10/2024

  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.

  Computer services on 3 different visits, one remote. Time was wasted on the 1st visit when an attempt was made to get back all of my folders; the end result, none of the **** word, or excel documents worked, they were corrupt. I solved this issue on my own with my emergency backup Software was run which did not solve any of the issues I was having. I got a new external backup and after 30 years I knew how to do backups. The backup of the * drive was not working and a remote access did not solve this problem. I knew the * drive was full and another problem was spending hours to back this up which again failed this morning. I was then advised to get a new * drive where I will now have to install all of my software again. This will take me 3 days to do in my busy tax season with tax deadlines on the 15th. I am willing to pay for getting my icons back on my monitor however that is all I am paying for. In one week I experienced so much stress, anxiety, tears, and depression since this was not resolved.

  

  Business Response

  Date: 07/10/2024

  Thank you so much for your response. 

  After review, we would like to offer a refund for the 3rd appointment, especially due to the arrival/cancellation mishap. 

  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 and will consider this case closed when I receive $337.75, the last day I worked with ****'s Technology and the day which was not scheduled.

  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/26/2023

  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.

  Paid $469.00 in total for two visits of "technicians" to resolve router and virus issues on my computer. First tech visit was on 10/30/2023 who spent several hours running virus removal programs that are readily available for free, several of which I had already run, without finding any issues. He recommended changing a SSD drive that had "wear showing" and should be replaced even though it was performing quite adequately. He then sold me a new SSD for just $60 and then spent close to 45 minutes reinstalling Windows that I could have easily done myself and which I had to do a number of times after his visit. After his departure, I logged on to Amazon and noticed that the exact same SSD was selling for ***** and that he had marked up the price 100%. On a follow up call he said "I just like to make a little profit on selling them" but 100% is price gouging at it's best. I was charged $340.25 for his time without resolving anything. I was asked to initial several policies that were impossible for me to read on a small smart phone but he said not to worry. I decided to try and fix the issues by doing a clean install of Windows again which I ended up doing several times but the virus or Trojan affecting my computer got worse and worse even downloading data to everything on my network including two DVR's, two smart TV's. a CCTV system, a phone and a tablet, two ROKU's and a surround sound receiver. That is many thousands of dollars to replace due to being compromised.A second tech came out on 12/21/2023 to remove the virus or Trojan. I had specifically requested a tech fully experienced in this procedure. The tech reviewed all of the information that I presented him verifying my issues but it was beyond him to attempt any repairs. I was charged $129.00 for him to tell me he could not fix the problems.Another rep, their "best" was scheduled for a visit on 12/23/2023 but he cancelled it. It was rescheduled for 12/26/2023 but that too was cancelled. Total runaround

  

  Business Response

  Date: 01/27/2024

  After reviewing the appointments noted and the client's summary of the events, we are happy to refund the client for the appointment on 12/21 where no progress was made. 

   

  Customer Answer

  Date: 03/19/2024

  RE: ******** Unable to respond earlier due to continuing computer problems not resolved by Karls. They responded to you that they would refund $129.00 but they have never followed through. They stated they were unable to resolve the issue on that date but that should also apply to the $320.45 they charged me the first visit that did not have a resolution either. Had they resolved anything on the first visit, a second visit would not have been necessary. They responded to the BBB that they would refund only the $129 for the second visit while disregarding the fact that they failed to resolve any issues on the first visit. They have NEVER credited me for the $129 that they told the BBB they would. I have checked with Citibank and they never show any credit from this company. They appear to be bordering on a "Scam" operation due to their failure to make any refund as promised, and have not offered to refund the original visit for $340.25. Had they resolved any issues on that first visit, they would never have had to make a second visit in which they told the BBB they did not get any resolution either.
  
  ***************************
  

  

  Business Response

  Date: 07/15/2024

  Hello ******************,

  
  We apologize for the misunderstanding about the status of that refund. We had offered it in hopes of furthering communication and result in a resolution satisfactory to you and ourselves, but received no confirmation back for some time. I understand from your response that your remaining concern unaddressed was the lack of refund promised - I have sent a receipt showing the processing of the refund to your email **************** and credit should be seen within 7-10 business days. As we said originally, we stand behind our work when it is done correctly, and we found the original appointment was completed as expected. Further diagnosis and troubleshooting required additional time spent - but we found the follow-up appointment had not been performed to our expectations; hence our willingness to do right by you and refund that transaction. Thank you for your understanding on this matter and we look forward to servicing you again in the future!

   

   

• Initial Complaint

  Date:12/13/2023

  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.

  To summarize the facts:* When I called to schedule a technician to come out, I made it very clear that I use my laptop for video editing, and I described the issues I was having. I asked to be sure the technician assigned would be someone who has knowledge and experience with the type of issue I was having. The technician who showed up admitted that he wasnt an expert in this area. Several questions I asked him were met with an I dont know response. The visit ended with him not giving me any real answers as to why my laptop kept blue screening, or why my video was choppy.* When the technician was troubleshooting my laptop, I specifically asked him if my video card was malfunctioning. He said it was not. Subsequently the manufacturer determined that the video card WAS faulty, and replaced it under warranty. The computer has been working fine since.* The technician said he was going to keep it to an hour. He ended up being there for an hour and a half, including shooting the breeze. However I was billed for two hours. He definitely did not spend more than an hour of actual work time on the computer. In addition, the invoice contains an additional charge of $62.50 for an Invoice Fee. This additional charge was not explained in advance, and was a complete surprise. Its also quite ridiculous.I twice contacted them about my complaints, and offered to pay their minimum fee of $129 to reach a compromise. They refused the first time, and failed to return several messages the second time. Because of the lack of real services provided, and the unscrupulous billing practices (adding a $62.50 Invoice Fee), I would like a refund of at least $187.00.

  

  Business Response

  Date: 01/27/2024

  We compromised with the client to reduce the bill to $129.00 but the client paid before we were able to finish processing this - we will refund $125 of the hours billed to the client.

  The $62.50 invoice fee is automatically attached to any invoice sent, waived if invoices are paid within 24 hours of the invoice being sent. However, we will also refund the invoice fee in this scenario.

  The total refund will be $187.50. 

  Customer Answer

  Date: 01/28/2024

  
  Better Business Bureau:
  
  This is the first I heard about their offer to compromise, but I am happy to hear it. 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:12/07/2023

  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 contacted Littleton Computer Company/ Karls Technology for a repair. The morning of the repair I attempted to cancelled the appt based on reports on BB. They told me they would charge me $187 for cancelation unless I rescheduled. I rescheduled for a few days away and then, cancelled again. I was told there was no penalty because I cancelled in advanced. I told them thisv was due to bad reports on BB .And I would not let them in my house. Two days later, I got a bill for $187 again for the cancellation. They are harassing me with emails. They did not provide a service. I am a senior citizen and I am afraid of them. Can you stop them?

  

  Business Response

  Date: 01/26/2024

  We requested to have this cancelled out for the client. They were mistakenly taken through our automated cancelled appointment process. 

  Customer Answer

  Date: 01/26/2024

  
  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:11/16/2023

  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.

  Not sure which company name to file this under as this company seems to operate and/or advertise under different names would like this noted in this complaint. These are some of the probable many names that I could find. This information is based on email communication, invoices & calling the various numbers for these businesses. (These are just a few company names that I could find out there that all seem to be tied to Karls Technology: Mesa Computer Repair Company, Karls Technology Computer Service, Phoenix Computer Repair, ******** Computer Repair Geeks, Phoenix Computer Repair Service, etc.) Im sure there are many more as well, may want to check into this. Amount total - $773.87 (Labor and parts)Commitment to fixing a slow computer Nature of dispute: The computer screen was broken by tech - the company did not respond to our complaint This is a number on one of their receipts BUT it's under A DIFFERENT COMPANY NAME (******** Computer Repair Service) ******* Advertising for this company seems to be under various names, the numbers, emails and communications are coming through in various formats.We have the communications if you need them to sort out what/how these companies are operating. Thank you for your time.

  

  Business Response

  Date: 11/30/2023

  Our helpdesk department looked into the customer's concerns. We found that the client's story did not match that of our trusted contractor who has worked with us for a long time. We stand behind the work done by our field engineers and do not believe he offered work under the table. The client signed the hardware repair waiver that explains that in the process of a hardware repair, incidental damage can happen. In these rare circumstances, we are happy to work with our clients to come to a solution that works for everyone. The clients raised no issue as ****** was happy with how much faster the computer was, and was happy to use it with the ** rather than the computer screen - which was still functional minus some damage one side. The computer is still functional, in fact faster than before; not "hosed", like the client claims. Rather than reaching out to us to come to a solution together, ***** contacted us aggressively and lied about the interactions at the appointment, and misrepresented our field engineer in an attempt to get him in trouble. At this time, the client has been blacklisted from requested further services from us. The services they requested was completed and done at each of the three appointments scheduled, and our helpdesk team found that there was no further action required at this time.

• Initial Complaint

  Date:09/08/2023

  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.

  On August 16Th 2023 thechnician came to my house to replace plastic front panel on my Alienware laptop. Laptop was working perfectly with no issues. I told to tech and i showed that everything was fine. I only needed to replace the plastic panel where the keyboard is located. After about 2 hours he finished and when he tried to turn on the laptop it didn't power on. He took the laptop apart again. I was watching him doing that, and he showed me, that he forgot to connect a little cable in side. Another ***** minutes was spend.( $125/hour) I start checking that everything is fine and in front of him and i found that wireless mouth and external DVD drive not working. They were connected to 2 USB ports on right side of the laptop. I asked him why they dont't work now and he said it might be too old. 4 years old laptop and i had no single problem with it. And suddenly after he touched it, USB stopped working. I assume he forgot to connect them as he forgot to connect power cable inside the laptop before. I contacted the office and manager said that they will look into this issue. After a week they replied by email and offered me $93 refund for extra time thech spent on resolving his mistake. I asked if they will send someone to fix USB ports and didn't get any respond. It's been almost a month since then. I was left with only one USB port working on left side of the laptop and I had to by USB hub in order to use wireless mouse adapter and DVD drive, which I use every day. Attitude of a tech was not good and i was left very frustrated. I paid for plastic replacement, not to break my laptop.

  

  Business Response

  Date: 01/27/2024

  The client never filled out the refund agreement so we were unable to process any refund.

  If the client would do so now, we will refund $125 to additionally cover the cost of a usb hub.

• Initial Complaint

  Date:08/21/2023

  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 have used **** at *********** Computer Services (aka ****'s Technology) several times in the recent past with good results. I asked him if he could transfer my website from the current hosting service to one I could manage in office. Absolutely! The appointment was set but took 4 additional appointments. Cost $2,500. Everything seemed fine. Two month later, the old service deleted my website from their server. Instantly my website disappeared. Contacted **** who said he would look into it. I called the old website person to conference with **** to help resolve. He discovered that **** didn't know that ****** Workspace doesn't host websites and when the old web server was deleted, my website disappeared because **** never set up a proper hosting service, it was still running on the old server. **** quickly set one up and said sorry but it appeared where he backed up my website didn't back it up either. All my website information was gone, apparently saved in outerspace. I've tried to resolve this with them since June 2023. Made made several calls and was told every time that my issue had been sent to the "help desk" and it would be reviewed and someone would contact me. I have followed up repeatedly. Still no response at all. They will not give me an email, or phone number to contact someone higher up to help resolve. I haven't asked to be reimbursed the entire $2500 I paid **** and would settle for a lesser amount which I feel to be more than fair under the circumstance. Still no response, at all. This is not a matter of a technician not being able to make a repair, its a technician who said he could do the work and didn't. If this was not his area of expertise, then he shouldn't have taken the work and I shouldn't have been his learning guinea pig. So now I've have had to pay twice, $2500 for **** to essentially do nothing and then again for a competent person to rebuild the website so I can continue to do business.

  

  Business Response

  Date: 08/28/2023

  The situation was reviewed internally with the engineer and we found that the situation was caused by her old website manager. Her website manager's claim that ****** workspace does not work with website hosting is incorrect as they work with wordpress to host website, email, and other services for clients. Her website manager chose to go back to his own hosting service rather than wordpress because he "did not like wordpress". The client's website backup was all in the possession of her website manager, so it was not possible for our engineer to choose what to do with it. We would consider refunding a couple hours of the first original appointments before the website manager was involved

• Initial Complaint

  Date:08/14/2023

  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.

  They sent out a service guy, telling me that they were experts at recovering data from an external hard drive. They said the charge would be $125/hour regardless of whether they recovered any data. The service guy used an old slow computer (which maximized his time on the call) to work with my hard drive. Before he started, I explained all of the things I already tried to get the data back. He connected my external drive to his computer and proceeded to ****** how to recover data. He did everything that I had already done. Then he ran a malewarebytes program (which found nothing bad) and told me that he could not help.So, I basically spent $125 for someone to repeat the failed attempts that I already made and to run a virus detection program. If the person who set up the appointment had told me that this is what the guy was going to do, I would have said no thanks. I expected more. Their website says: "If you have any computer, technology or IT problem in *********, ** we can fix it."Apparently, that is not the case. Theu could not fix my problem!It also says," Our mission is to fully resolve your computer problems quickly and affordably. If you want a Computer Engineer that can fix all of your computer problems instead of a computer tech, a computer geek, a technician or a computer guy that can only fix some of your problems;..."They fixed nothing and did nothing valuable. False advertising and a disgraceful abuse of trust.

  

  Business Response

  Date: 08/28/2023

  Our data recovery process is comprised of a number of steps. Our first step is to have our engineer go onto the work site and make attempts to recover data using software tools. The next step is to find out all relevant information about the drive - model number, serial number, type of operating system that it was used with, amount of data on it, what needs to be recovered - and send it to our data recovery experts that work with drives that have failed past the point of software recovery. These drives need to be opened up in a clean room environment to prevent any data loss and can be quite expensive. The method of transport is also important, so our engineers are tasked with being sent to the site and packaging the drive properly for shipping along with collecting the required information. Our engineers would have to go to the client and pick up the device which would incur the appointment charge regardless of whether they made on site attempts or not, so there is nothing to be refunded.

  If the client would like to have the drive shipped to our data recovery expert and clean room, we will pick up the drive from them and not charge the appointment fee as they have already paid it. They would still need to pay the $250 deposit that goes towards the cost of advanced data recovery. 

  Customer Answer

  Date: 08/29/2023

  ************'s response does not address anything in my complaint.  ************ is scamming people into paying $125 for an "at home visit" simply to tell them that their only option is to spend $250 more to send their data away to be fixed by someone else in a "clean room".  The guy who came to my house got very nervous when he saw that I intended to watch every single thing he did with my hard drive. When I complained to the company, they did nothing to address my concerns.  Their employee was NOT an expert at data recovery. An "expert" would not have to ****** what to do next.  I can see how people who are not familiar with data recovery or computer repair could easily be taken advantage of by this company. I think it is shameful how they run their business.

• Initial Complaint

  Date:08/11/2023

  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.

  On July 13th, 2023 I called ****'s Tech to come out and connect a printer with a computer. The agent on the phone seemed knowledgeable and sounded like he knew exactly what the problem was. On July 14th, 2023 at 8:15am, their tech came out and began to work on the issue. Eight hours later (at $125 an hour), the problem was not solved. On their website they commit to "fully resolve your computer problems quickly and affordably." Eight hours and $1,000 is not quick nor affordable...even if the problem was taken care of.In those eight hours of "fully resolving" the issue, the tech fell asleep, he watched several social media vids on his phone, and he broke a thumb drive of mine that contained some very important business information...information that took several hours to recover. At the end of the appointment, he suggested that I just get new equipment because nothing could be done. My 63 year old ex-boss came over in the last 15 mins of the tech's time here, stayed and worked on the issue for 30 mins after the tech left, and was able to fix the issue in that time, which just as a reminder, was connecting a printer to a computer.After discussing the fact that nothing was done and that a lot of time was wasted, the tech said that if I were to call and explain the issue with their helpdesk, that they would give me a "discount" for lack of a result. I called, spoke with a customer ********************** agent, and they filed a ticket with their helpdesk. Two weeks went by without any contact from the helpdesk. In that time I called and left several messages with their customer ********************** agents (they would not forward me to the helpdesk). I finally was able to get a response by going through their helpdesk portal. Our correspondence is attached to this complaint. In summary, they said they would work on a resolution and would be back in contact. Another two weeks went by and they simply closed the ticket without any explanation or resolution.BBB, please take away accreditation.

  

  Business Response

  Date: 08/18/2023

  Hello **************,

  Due to some errors with our third party ticketing system, the complaint ticket was closed unbeknownst to us. A decision had been made to refund 2 hours of the appointment, but due to the inconveniences and long follow up time I would like to extend that to 3 hours of the appointment. Thank you for your consideration.

  Karls Technology

  Customer Answer

  Date: 08/22/2023

  
  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...only because I don't believe they'll make a better attempt and rectifying the situation.  I have seen their policy regarding payment for their services.  I understand that payment is not based on a result, but their time spent working on the problem.  I believe a business with integrity will make exceptions to their rules/policies, especially when the technical "expert" they sent out was so painfully incompetent that a 63 year old man with no IT background was able to solve the issue within 45 mins...compared to the 8 hours their tech spent falling asleep, watching videos on their phone, and breaking important USB storage devices of mine.  

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:04/30/2023

  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.

  Despite what this business seems to claim on the other complaints, we were NOT told that we have to pay for a tech's time regardless of their lack of capabilities. The tech came out due to our computer screen being frozen. After well over two hours, (he also attempted to install Windows and was unable to) he left our place with the computer screen frozen on "Cannot install Windows." When we asked what the diagnosis was, he said "it could be a virus, or it could be a Windows update crashed your computer, or it could be the hard drive, or corrupt files." When I asked again, what the diagnosis was, he said in a threatening, loud voice "I already told you." Telling me 4 possibilities is NOT a diagnosis. He also erased some of our personal files when trying to unsuccessfully install Windows. We called out another company and their tech diagnosed the problem, fixed it, installed Windows, and retrieved the files ****'s tech person lost. I have proof that this person fixed what ****'s tech did NOT fix, and I also recorded our conversation with the ****'s tech. We are also reporting them to the Atty. ****** for senior fraud as I have recordings of this tech being confrontational and intimidating with a 79-year-old woman. I have attached the receipt from Geeks2You who came out and installed Windows (when ****'s couldn't), found the files ****'s tech erased, etc. And again, I recorded the interaction with ****'s tech.

  

  Business Response

  Date: 05/03/2023

  Hello, *******. Unfortunately since you have already stated that you will be taking this matter up with the attorney general, I will not be able to help you further through mediation with the BBB. You will have to have your attorneys reach out to us to handle this matter. I apologize for the inconvenience but I am not at liberty to discuss matters when legal action is being pursued. We hope you have a great rest of your day.

  Customer Answer

  Date: 05/03/2023

  This business owner does not seem to understand who the Attorney General is. I do not have a private attorney. However, I have not yet filed with the State ************************** I shall hold off on doing that until i see how it is handled with the BBB. Perhaps the owner should look into matters further prior to responding, as the State Attorney General is a state consumer fraud office, not a private attorney. And even if I HAD alredy filed with them, this should not negate the owner's responsibility to "work things out" with the BBB, unless he has something to hide?

  

  Business Response

  Date: 01/18/2024

  When viewing said documentation from Geeks2You,  they resolved the issue by replacing the hard drive - using the notes from our field engineer that the hard drive was corrupted. Our field engineer's diagnosis was correct, and the next step would have involved replacing the hard drive, reinstalling windows, and looking to recover files from the old, corrupted, hard drive - just like Geeks2You did. And quite frankly, Geeks2You ripped off the client by selling a tiny, 250 gb drive, for an outrageous price - for that price of $62.99, we would've provided the client with at least a 500gb drive of a better quality brand - the drive provided by Geeks2You is sold on Amazon for $30

  Customer Answer

  Date: 01/24/2024

  This is completely untrue. 

  In fact, in a recorded conversation, the tech from this business said we would have

  to replace THE ENTIRE COMPUTER, not simply the hard drive. He also said, in a recorded conversation,

  that he was certain that a virus corrupted the computer. 

  He ran virus tests, did not find a virus and still claimed it was that. Again, this conversation was recorded on a hand held Olympus recorder I

  had in my possession. 

  He took an hour to run these tests. Contrarily, Geeks2U took 15 minutes to run virus tests, and found there was no virus.

  Also, Geeks2U had to find a way to get into the computer after this ****'s tech left it on frozen status (which we have a snapshot of)

  saying there was nothing he could do about it..

  ****'s (which gets NUMEROUS bad reviews, some with this particular tech dealing with elderly women) 

  seems unwilling to be honest in any way. 

  I also recorded the fact that raised his voice in a bullying manner at me and my mother (both senior citizens) in an obvious attempt to intimidate us (a tendency reported in

  other reviews). In fact, in the recording he nastily said  "I already told you" (when I asked what the diagnosis was).

  When I said that stating four to five different possibilities is not a diagnosis, he said up until the 

  end that it could be a virus. 

  In fact, this is now a new false claim (that they would put in a new harddrive) by the crooked ****'s. 

  Why didn't they claim that he wanted to put a hard drive in before?

  Also, if HE HAD offered that option, why would we decline with

  him and accept with Geeks2U? 

  And why did it take so long for ****'s to respond? .I thought there's a time limit.