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

• 

  Tucson Computer Repair Service

  Address on file with BBB Tucson, AZ 85710

• 

  Karls Technology

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

  
• 

  Tucson Computer Repair Service

  4604 E Grant Rd Tucson, AZ 85712-2619

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:04/26/2023

  Type:Billing 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.

  Received invoice #******* for $****** for computer services work done in my home (******, **) on 03/27/2023. I disputed the amount. The dispute is documented in a pdf file that I am including as an attachment.
  
  After talking with ******* in their accounts receivable/collections group, I was sent an adjusted invoice for $******. I disputed this amount as well. This is documented in the pdf file as well. I made several attempts to discuss this with someone and also provided documentation by sending emails and updating help desk tickets. No responses to me other than collections notices and letting me know the amount would be sent to a collections agency.
  
  The $****** adjusted invoice amount was sent to Action Recovery Online for collections. This was done despite nobody talked with me about the adjusted amount or the fact I disputed the new amount as well. My efforts work to resolve this are included in the pdf file.
  
  My last interaction with the local group in ****** resulted in me being told there was no way for me talk with anyone on their management team in charge of customer service. I asked "Why?" I was told that was just the way it was, have a good day." and they hung up on me.
  
  I will be sending the pdf file documentation to ***, *****, ****** Computer Repairs as well.

  

  Business Response

  Date: 05/03/2023

  Hello, ****. The invoice was adjusted to compensate the amount for your prior visit that you had paid for. This is in line with our revisit policy. Our helpdesk team did not communicate further as you stated you were not willing to pay anything more than $75 which our helpdesk team would not be approving. After you had stated this they moved on as there was nothing further to discuss. Our accounting team were the ones responsible for sending the invoice to a 3rd party collections agency as the invoice remained unpaid. Once it is sent to ***, we no longer have anything to do with the transaction. We are not the ones to receive payment once invoices are transferred to *** so any further dealings on the matter will have to be carried out with them. 

  Customer Answer

  Date: 05/03/2023

  I accept the fact they no longer have anything to do with the amount owed since they sent it to a collections agency. 

  I reject their response as showing any customer focus at all as they would not discuss the amount owed or how they determined the amount they came up with. I have shown multiple times using their own figures the amount owed was $*****. They never communicated with me or showed me how they calculated the amount owed from their perspective. I also reject the notion that they never provided me access to a management team member to discuss prior to sending to the collection agency. Very poor business practices in my opinion.

  The collection group upon receiving my documentation immediately accepted the $** offer I had made to Karls and closed the issue without any impact to my credit history or reports. I am guessing ***** did not get $** for offloading the debt. They could have made the same decision a month earlier and also would have been above the amount I actually owed.

• Initial Complaint

  Date:04/25/2023

  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 or about April 9th I called ****'s Technology in ******, ** with a request for a technician to connect my Rollo printer to my Apple Computer . The Technician arrived in aprox 1 hr, he told me he had no experience with a Rollo printer but thought it would not be a problem. He was here for 2 hours and charged me $257.00 and my problem was not resolved. I did call the company with a request for a visit from a technician who understood how to connect the printer to my computer . I was told the manager was contacted and he stated he could only send back the same technician and refused to refund my payment. My grandson resolved the problem in aprox 10 min the same evening. I am 82 years old and feel I was taken advantage of due to my age ..even though I run a small business from my home and am alert and oriented. I believe this company is a scam and would never recommend them to anyone.

  

  Business Response

  Date: 05/03/2023

  Hello, ********. We apologize for any inconveniences that *** have arisen from your experience with us. While we do charge for the engineer's time on site and not the issue being resolved (this is stated by all our dispatchers when setting up appointments with clients) we can offer you a partial refund that would bring your amount paid down to our minimum of $129. That would be a reduction of 50% or 1 hour due to the circumstances of your situation. If this sounds reasonable to you, we can go ahead and get that process started with you filling out our refund agreement at the following link (*******************************************************). Once you have it filled out and submitted, our accounting department will begin to process your partial refund for you. Should you have any further questions, feel free to reply to me either here or to the original email we sent you and I will personally see to this matter. We hope you have a great rest of your day!

  Customer Answer

  Date: 05/04/2023

  I do not accept the business solution to the issue of an unresolved problem of attaching my Rollo Printer to my Mac Computer.  I do not understand why ****'s would expect any payment for a service that was requested and not received.  

  

  Business Response

  Date: 06/27/2023

  As stated upon booking of the appointment, our appointments have a minimum charge of $125 to pay for the engineer going to the client's requested location. We charge for our engineer's expertise and time spent on site. We have already determined we can break our typical free revisit/refund policy and refund the additional hour of time spent on site if the client were to submit our refund agreement. 

• Initial Complaint

  Date:04/24/2023

  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.

  We are Seniors. Our computer was rebooting ********* Edge over and over. Because of our age, I called this company which advertised in home service. Their guy came and spent nearly 3 hours at $125 per hour doing nothing to repair the unit. The total bill was $341.75 and the computer was not repaired. He tried to sell ** a new antivirus program. He ignored it when I told him what the problem was and did a lot of things on the computer which were not asked for and which did not fix the problem, like defragging other non-productive efforts. He spent over an hour taking pictures of my home screen and writing notes. This seems like he was documenting, but it was adding much time to the charge and did not provide any value to me as a client. This was a rip off! When he left I sent an immediate complaint letter to the company and asked for a refund. I was assigned ticket number ******* and have heard nothing from that point on. I believe this company is targeting those who are unable to leave their homes charging them big bucks for doing very little. I think this is, or borders on, a scam to take advantage of seniors. I would be very careful about using this company!

  

  Business Response

  Date: 04/24/2023

  Hello, ******. We sincerely apologize that our helpdesk team failed to followup with you via our email process. Looking at your email responses we are unsure what forms you filled out for a refund as no one on our team offered one nor sent the forms. We also have no records of a filled out refund agreement under your name in our database. Our helpdesk team were not offering a refund on the grounds that our engineer's charge for their time and not the issue being resolved. This is also stated by our dispatchers when booking appointments with clients. While our 4pt diagnostic does add time to the overall diagnostic process, it is a vital process in ensuring there are no underlying issues that could cause more issues in the future. In order for ** to do our due diligence and ensure whatever solutions our engineer's come up with are permanent, the 4pt process is necessary. Documentation of everything the engineer does onsite is also a vital process of computer repair so that if another engineer needs to come out, they know what all has already been done and more time won't be taken doing what has already been done in the past. We apologize that the pricing may seem unfair but this is the reason why our dispatchers do not offer estimates or guarantees on pricing when booking appointments. We offer in home computer repair as it is a convenient alternative for people who are too busy or not able to be parted with their computer and leave it in a physical shop. There are pros and cons to mobile computer repair when compared to a physical repair shop as much as there are for any other type of business like mobile locksmiths, mechanics, etc. We apologize for any confusion that made you feel as though you were being targeted. Our engineers just have to do their due diligence while they're onsite as an extra 15 minutes on-site, now, saves our clients more money than forgetting to diagnose something, initially, then having to come back out for another $125 minimum.

  Customer Answer

  Date: 04/24/2023

  I was never sent any forms or given the opportunity to make any claim with the company.  My letter was ignored., even though I was given a "claim number".  One wonders how real that process is!   The response from the company is what I would expect from a company that scams a customer and then comes up with an excuse for keeping the money they were paid.  I ask that the BBB follow up with this.  To pay $341.75 and have no change in the status of the computer is simply not acceptable and is clearly wrong.  The man was in our home and would not leave without payment.  We are seniors, and while there was no overt threat to make ** pay, his very presence was an implied threat.  He would not bill ** - demanded payment while he was there.  

  

  Business Response

  Date: 05/03/2023

  Hello, ******. Again, we apologize you feel targeted but these are not excuses. This is me simply reiterating our company policies that our dispatchers consciously state to all clients when booking appointments to be as transparent as possible. The other information I stated about the 4pt diagnostic process is not an excuse for running the bill up. It is literally the industry standard for diagnosing poor performance on a computer. There are a myriad of issues that can cause a machine to run poorly. If your car's ** wasn't working properly and the mechanic only checked your coolant and nothing else, it would be quicker but the mechanic would not be ensuring there's nothing wrong with the ** compressor before saying your ** is fixed. I use this as an example to hopefully show a parallel between computer repair and a more commonly understood repair industry. Not as an excuse to keep your money. Our Helpdesk team decided that a refund was not available to you as our billing practices were explained to you and work was rendered while the engineer was onsite.

  Customer Answer

  Date: 05/04/2023

  
  
  

• Initial Complaint

  Date:04/17/2023

  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.

  When he came on April 4th that was the second time, he tried to fix it and his exact words where I did the best that I can. We called you on the very next day, April 5, because the screen on our computer would not boot up and the screen was totally black. We called at 6:38am and made an appointment for the 3rd time. As we were sitting here talking, my wife said she did not want him touching our computer, so we called back at 7:54am to cancel the appointment. We called several times on April 6 and we asked for our money back. And they hung up on us twice. So, we called another company and the guy came out the very same day and he fixed it and only charged me $125, He fixed the problem with my e-mails and also fixed what your guy did as my computer was totally blank.He was out here 2 times and still did not fix our computer. So, I am asking for the $379 credit back to my credit card. We have used your company several times and never had this problem before. If you do not give us our money back, we are reporting you to the Better Business Bureau to warn everyone NOT to use your company. Sorry to sound so mean but we were not treated properly for being loyal to your company.

  

  Business Response

  Date: 04/24/2023

  Thank you for your patience while we review the situation, ******. While we charge for the Engineer's time and not the issue being resolved, if you would like to send a receipt from the technician with the other company, we will kindly refund you for your latest appointment with ****. We await your response. 

• Initial Complaint

  Date:04/10/2023

  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 29 March 2023 I contacted Karls Technology AKA ******* Computer Repair to resolve two issues:1) My Desktop Outlook 365 would not complete the syncing of my Gmail and *** accounts and subsequently the program would freeze, requiring my to use the Task Manager to end the program and restart, only to repeat the aforementioned cycle infinitely. 2) My iPhone Outlook Calendar and my Desktop Outlook Calendar would not stay in sync.When I called I was given a rate for the first hour and quarter-hour rate thereafter. I was told that a technician with Outlook expertise would be at my home that afternoon. Additionally, I was told, that if the same issue returned within two-weeks, that the company would send out another technician at no charge to me to re-resolve the issue. I agreed and later that afternoon ************************* from Karls Technology arrived at my home. After I showed ***** the issue, he opened a few screens, rebooted the program, then rebooted my computer. He downloaded several programs, ran them and then he spent the next two and one-half hours Googling various questions and reading through Outlook and ****** Forums and Community Support sites. He tried various things, but clearly he was NO EXPERT in ****** or Outlook. His solution was to delete my *** emails from Outlook saying that I had too many emails in those accounts and it was taking to long to sync causing the freezing. He tried several things to get my desktop and phone calendars to sync but could only get it to work in one direction, not both directions. I paid via credit card out of duress having someone in my home and feared that if I argued that the issue was not completely resolved, that it would escalate and being home alone, did not want to have a scary encounter. On April 4, 2023 my Outlook issue came back despite that I never added back my *** accounts - it does not complete the sync of my Gmail accounts and freezes. On April 5, 2023 9:02 AM I called the company as we are still within the two week guarantee period. I explained to the person who answered that my issue returned, but shocked when I was told, I was not eligible for the guarantee because I declined your 4-point inspection. First, I was never told that a 4-point inspection was required for the guarantee and secondly, the technician did perform the inspection. I informed the person I spoke with of those two facts, but he did not care and told me that he does not see in the notes that the inspection was performed. I asked to speak to a manager/owner however, he said no one was available and was told someone would call me shortly. On April 6, 2023 at 3:30 PM I called again as I had not received a return call. I spoke with **** but he said that no manager was available and someone would call me back today. I asked for the name of the manager that would call me, and he refused to provide a name. I asked for a manager to call me within 24 hours and to have my issue resolved per the guarantee within 48 hours and provided my phone number. I followed up with an email on Thursday April 6, 2023.On April 10, 2023 after not hearing from my prior calls or my email I called again. Of course no manager was available to speak to me. This time, the person transferred me to a voicemail and I left a message. Again, I have yet to hear from a manager!

  

  Business Response

  Date: 04/18/2023

  Hello, *******. Thank you for getting a hold of us and we appreciate your patience while we further investigate the issue. Upon inspection, we see our dispatcher informed you that you were not eligible for a complimentary revisit up to the original amount you paid for, as the engineer did not notate the 4-point inspection was completed. We sincerely apologize for the situation and if you are willing, we will happily send ***** back out for a complimentary revisit. If this is ok with you, we can have our dispatchers reach out to schedule a revisit. Thanks and have a great day.

  Customer Answer

  Date: 04/18/2023

  I do not want the same technician back as they do not have any expertise with Outlook. He was unable to resolve the problem and wasted over 2.5 hours of my time.
  

  It would however, be completely acceptable for you to send out a technician who is an Outlook expert to resolve the issue. 

  

  Business Response

  Date: 04/24/2023

  Hello, *******. We would kindly send ***** back out for a complimentary revisit as our 2 week guarantee covers. You are asking for another engineer to come out free of charge which our guarantee does not cover. We can send ***** out free-of-charge up to the amount you paid for, already, but we will not be sending a completely different engineer out free-of-charge as our 2 week guarantee does not constitute free revisits with different engineers. If you would like to have ***** back out, however, please feel free to let us know. We kindly await your response. 

• Initial Complaint

  Date:04/07/2023

  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 about April 7, 2023 I called Karls Technology in morning around 10am to schedule an appointment to look at my laptop. We scheduled for April 7, 2023 between 4 and 7pm on the evening of April 7 . He explained that it would be ****** plus **** for mileage. I was okay with that since HP would be reimbursing me back due an existing issue with interoperability issues with their laptop computers with Windows 7.I just got a text from ***** an hour before the window closes that he will not be coming for the appointment between the 4-7 pm window. Also, he can not make it tomorrow either. I am filing a complaint with the BBB due to refusal of service and deceptive practices. I will be filing one with the ************************* of *******. This is unacceptable. We have a relationship with HP so that is why we were hiring them due to this issue. I want to be compensated for the time I missed in waiting all day for ****'s Technology to show up. I am okay with the ****** fee for my time wasted.

  

  Business Response

  Date: 04/13/2023

  Thank you for reaching out and for your patience as we review the situation. Our engineer *****, while his attitude was unwarranted and we have discussed this with him, was not refusing to service you. He was informing you of his delays and that he would have to reschedule as his prior appointments for the day were taking much longer than anticipated. Our practices are not deceptive. We gave you a general window of arrival for our engineer to show up and you agreed to that window. We cannot anticipate how long appointments are going to take for our engineers to resolve so that is why we give windows of arrival and not specific times. ***** told you he would not be able to make it the next day as his availability was already full with appointments that were already booked. You have paid nothing to us nor have we sent any invoices for cancellations as you are not due anything to us for the engineer being out of the window. Unfortunately, there are no grounds for us to compensate for anything. You were scheduled as *****'s last appointment for the day so you were already waiting all day for him to arrive had he been able to make it within the window or not. Since you have already stated you are planning on file legal action against us. We will no longer be able to continue this conversation through the BBB and you will have to have your attorneys contact us from here on out. Have a nice day.

• Initial Complaint

  Date:03/22/2023

  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.

  This company is a complete scam. On around Feb 22, 2023 my wife was searching for a mobile laptop repair for a damage laptop screen. When the tech arrived he was adamant that we sign a waiver afterwards he began to take our laptop apart. It was clear that this company was false advertising its services as the tech had no clue how to open the laptop. The tech got midway into unscrewing several parts and disconnecting parts when suddenly he had to leave because he did not know how to repair the screen. The tech then s**** the laptop closed without reassembling everything that he had previously disconnected. The laptop would not power on and was no longer working whatsoever. I was so furious i had to leave the room. When i returned i discovered the tech had deceived my wife into paying him $160 even though he actually broke the laptop completely. The tech informed my wife that the company was being sued by several dissatisfied customers and walked out without any explanation to why he completely broke the laptop. We filed a claim with the payment processor to which this company responded with outright lies. Dishonorable thieves.

  

  Business Response

  Date: 04/05/2023

  Hello, ***. We charge for the engineer's time on site and not for an issue being resolved. We have our engineers get waivers signed as replacing laptop screens are a highly risky process. Our engineers have no access to information on our legal matters, as well. As for the amount paid; again, we charge for the engineers time and not the issue being resolved. Since we are a mobile repair service and there are countless types of laptops and other devices, our engineers cannot realistically be expected to know off the top of their head how to replace every single part for every single computer on demand. We apologize that the screen was broken, and we'd be willing to install the new one as a complimentary revisit up to the amount paid in the original visit should you buy a new screen. After reviewing the situation, because our repair waivers were signed and we charge for the engineer's time, the charges still stand. 

  Customer Answer

  Date: 04/05/2023

  As I said before this comp-any is a scammer. He DOES NOT provide full disclosure and thus in violation of state law.

  I am requesting your Registered Agent for Service of Process and a completed W9 signed from your organization immediately.

  I demand a full refund otherwise I will invoice you, place a secured creditors lien and foreclose on you for deceptive business practices.

  Regards,

  Chief

  

  Business Response

  Date: 04/14/2023

  Unfortunately, we will not be able to refund anything as clients are paying for the engineer's time and not the issue being resolved. Our dispatchers explain this in all booking calls. We are still unsure what "lies" you were told when you brought this situation up to the "payment processors." What asset would be seized should you place a lien on us? Since we will not be offering a refund and you are threatening legal action, we will be forced to end communication and mediation through The BBB. Any further communication will have to be from your attorneys getting in contact with us. 

  Customer Answer

  Date: 04/17/2023

  If someone willfully fails to provide their tax ID number the IRS can assess a $50 penalty. False information on Form W-9 that avoids backup withholding is even more punitive with a penalty of $500.

  Not only are you in willful violation of *** Title 26, you also have committed wire fraud and deceptive business practices. 

  We have no choice but to report you to the Attorney General and seek legal remedy.

• Initial Complaint

  Date:03/22/2023

  Type:Product 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 am writing in reference to the collections notice I received on behalf of my business from **********************. I am disputing the charges incurred due to the extreme incompetence, negligence, and possible fraudulent activity of Karls Technology. The company I had originally contacted on March 5th, 2023, to help with a computer crash, was listed under Millcreek Computer Repair Service, telephone #************. I set up an appointment for a remote login the following day with a technician named ***** at 8am MST. Around 8:20am, I received a call from a different technician who clearly was incompetent, as it took him about 30 minutes to figure out how to log in through Team Viewer. The technician (I cannot recall his name), once he was logged into my business computer, was on the phone with my partner for the duration of the call. During this call, my partner questioned the technicians decision to overwrite our backup files. The technician disputed my partner's suggestion and overwrote our ONLY existing backup file. This claim has been confirmed with a local computer programmer who would be willing to testify in a court of law about this extreme act of negligence. We have been in business for over 9 years and due to the technicians lack of competence, ALL of our computer files were lost. The financial cost and amount of time it has taken to rebuild our computer files has been a living nightmare, to say the least. After this experience, we immediately received an invoice from Karls Technology for 2 hours of service. We called the phone number listed above (************) to discuss the charges and he was told he had the wrong number and that it wasnt Karls Technology, even though we confirmed we had called the same number. I then sent a text to the same number and an email to Karls Technology to let them know what happened and their only response was that I would be sent to collections.

  

  Business Response

  Date: 03/24/2023

  Thank you for bringing your concerns to us, *******. Reviewing the ticket for your appointment with Atlantis, we see that the work requested was to help diagnose your windows partition that was causing issues. We see that Atlantis diagnosed that the Windows partition was corrupt. He did note while he was currently remoted into your PC that the person he was speaking with was not sure where the backups were located and gave your correspondent time to try and contact whoever had the backups setup to locate them as he did not want to waste time on the clock trying to find them. On the topic of time, all of our dispatchers state that clients who book appointments are paying for the engineer's time spent on site and not paying for the issue being resolved. That is why an invoice was sent. The reason it was sent to a 3rd party collections agency was due to the fact that it had remained unpaid. The only thing we heard from you regarding your invoice prior to reaching out to us on the BBB was that you were told the amount would be $250. Had we heard anything else after the fact about pricing, we could have worked out a discount due to the time it took for the engineer to connect to the problem computer. We removed the invoice fee that we add to all invoices that we have to send to clients to reflect the price you were expecting then we heard nothing back. Unfortunately, because the amount due has been sent to a collections agency, the transaction is out of our hands and we have no control over how that money is handled as it is no longer our money to collect. If you're wishing to pursue legal action, our legal team can be contacted at ******************************* We hope you have a nice day!

• Initial Complaint

  Date:03/10/2023

  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.

  On 3/4/23 I contacted Mesa Computer Repair Service at ************ to inquire if they could wipe a computer with Windows 7. They said they could and scheduled for the morning of 3/6/23. We discussed price. They said it was $125 as their minimum for the first hour and that it would take no longer than that to wipe a hard drive. I was told we would get a call ***** minutes before arrival. On 3/6/23 a technician arrived with no call ahead, said they had no idea how to work with Windows 7 and attempted to call a help desk and their grandpa. It was clear they did not know how to do the work. I said we would make other arrangements and asked him to leave. He said I had to pay first. I asked him to get his employer on the phone. Neither one of us could get them on the phone. I asked for his business card. He said he didn't have one but the company is Karls Technology-not the company I called. The technician was in our home very briefly - around 15 minutes. I have received three invoices this week for $316.50 for one hour of work ($125), gas ($4), invoice fee ($62.50) and late cancellation fee ($125). I have called their number several times and been told I can't speak to a supervisor, my complaint is noted and that someone will call me if they decide they're willing to discuss my dispute. In 4 days I have received the same 3 invoices with no call back. I will not pay a fee for no services where it was clear the person scheduled was unable to perform the work. I said exactly what was needed - wipe a computer with Windows 7. The technician had a USB out. I asked if he was using that on my computer. He said no, but did not explain why he had that out. It was very awkward and I felt uncomfortable. I sent an email after the technician left that also went unanswered. This billing is unjustified based not only on $125 quote but also in not being able to perform the services. IF they had done the work it would have been $125. Services were sought elsewhere.

  

  Business Response

  Date: 03/17/2023

  Hello, ***. Thank you for your patience while waiting for a response. We are responding at this time as we saw you were originally speaking with one of our accounting technicians, *****. In response to your question with him about no longer receiving collections notices if you pay the amount agreed upon with him, you will no longer be getting emails from our collections team on the matter. Thank you and have a nice day!

  Customer Answer

  Date: 03/17/2023

  I asked in multiple emails earlier this week to confirm that if I pay the revised invoice of $191.50 to confirm there will be no further attempts to schedule me for any services, that no collection referral or activity has or will occur and no further invoices will be sent.  There has been no response to those emails since 3/14/2023 where ************** only confirmed that the invoice has not yet been sent to your collection agency.  If I can confirm these items, I will pay the revised invoice of $191.50.   

  

  Business Response

  Date: 03/22/2023

  Hello, ***. I can confirm that no further contact will be made if the invoice is paid. It has been revised to reflect the agreed upon amount of $191.50. You can find the invoice at the following link (*******************************************************************). I will personally keep an eye on it and tell our accounting team directly to cease all contact attempts once it has been paid. Thank you very much and have a great day!
  -***********************

  Customer Answer

  Date: 03/23/2023

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

  Online payment was submitted on 3/23/23 using the link provided in this case for $191.50 agreed upon.  There should be no collection activity, attempts to reach me for any scheduling or services or any other invoicing. 

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

  
  

• Initial Complaint

  Date:03/08/2023

  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 or about Feb 23rd, *********************** arrived,per appt to our home. The request was to hook up the notebook to Gmail, texts, internet and print/ scan. We were never notified that the warranty was good for only 2 weeks. I called on or about 3-1 to complain but the dispatcher said out of time and ***** did an incomplete job (4point check). Called again on 3-8 5:15pm central time. I also found the company email is disconnected. They are now blocking my calls. Surely, the BBB can make this right!! ************ We acted in good faith. HELP

  

  Business Response

  Date: 03/09/2023

  Thank you for contacting us. Our emails are still operational. The reason why we have ended communication prior to this exchange is due to you threatening legal action against the company. It is company policy to not discuss details of a pending legal issue but you are more than welcome to reach out to ****************************** to proceed in this manner.

  Customer Answer

  Date: 03/09/2023

  I never threatened legal action but your employee said it sounded like a lawsuit, which I did not respond to. Secondly, it is time for this firm to make good on their agreement to install a computer, hook up Gmail acct printer and scanner along with Internet access. My Gmail acct cannot send or receive messages since their firm worked on it! Come on get real and treat a senior citizen honestly. Just refund the money for unacceptable and terrible services.  Cut the c***

  

  Business Response

  Date: 03/16/2023

  As we've already stated, since the invoice was sent to the third party collections agency and they were the ones who were paid for the invoice, we had nothing to do with the money involved in that transaction. Since we were not the ones who received the money, we cannot refund money we did not receive.

  Customer Answer

  Date: 03/23/2023

  Your company is a piece of c*** You advertise a high rating but the delivery breaks my computer and Gmail. It is so sad that you try to collect on a service that was brutally far from acceptable. I will burn your firm on social media and pray you close up and go away. Socsad