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 has 8 locations, listed below.

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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

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

  
• 

  Aurora Computer Repair

  16890 E Alameda Pkwy Aurora, CO 80047-4901

• 

  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:03/07/2023

  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 or about February 1, 2023 I called Karls to schedule an appointment to look at my laptop. We scheduled for February 3, 2023 between 12 and 3.On the morning of February 3 the issue I was having with my laptop resolved itself, I do not know why but the problem no longer existed. I called Karls at 11 am to cancel my appointment and was told there was a cancellation fee. This was the first time they told me that,but I said ok thinking it was an inconvenience to them. I was not told the amount. I then received an e mail from Karls for $187, invoice fee $ *****, and short notice cancelation fee $125.00 ( invoice # *******). This is outrageous ! Karls never told me there was a cancelation fee before making the appointment, It's not on their web site and the amount is inappropriate. At 11 am there was plenty of time to fill in my cancelation with another job. The sad thing is their employee had worked on my wifes computer about a month earlier and he was great, that's why we called the second time. Never again

  

  Business Response

  Date: 03/07/2023

  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:03/03/2023

  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 Feb. 20, at around 12 noon, I made an appointment with Karls Technology to repair my computer, and we scheduled an appointment for somewhere between 3 and 5 PM to look at my computer. The charge was $125 for the visit. As soon as I got off the phone, I was able to locate a company that would look at it immediately, and since I was leaving ******* the following morning, I made that appointment and Immediately (perhaps 10 minutes later) called ****'s to cancel and they said there would be a $125 cancellation fee. I said that amount was unreasonably high since they coulnd't have done anyting yet and I asked to speak to a supervisor, and called back 3 more times, and each time they said there would get back to me. Since then, I have continued to receive bills from Karls and they are now asking for $187.

  

  Business Response

  Date: 03/07/2023

  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!

  Customer Answer

  Date: 03/07/2023

  The company has made no effort to accommodate my objections to their outrageous cancellation policy.  They say the $125 cancellation fee is required because they are a "small business" that operates on margins and that once an appointment is cancelled they do not have time to book a new client in that slot.   However, I booked the appointment at around 12 Noon for a 3 pm to 5 pm window appointment.   I called them immedidately -- perhaps 3-5 minutes later -- and cancelled.  They easily could have booked someone else in that time slot and not incurred any loss.   Also, they say they are a small company, but my understanding is that they operate in dozens of cities around the country, so they are not a small operation.  

   

  Respectfully, 

   

  ************************;

  

  Business Response

  Date: 03/09/2023

  Unfortunately, due to the nature of our business, we have to schedule appointments for our field engineers on a first come, first serve basis and form their daily routes off of the calls that we receive. Our same day cancellation procedure is in place to discourage sporadic schedule changes on our field engineers so that their route for the day is constant and they aren't having to drive to multiple locations just for the appointment to be cancelled. Unfortunately, the same day cancellation fee still applies in this instance.

  Customer Answer

  Date: 03/10/2023

  ****'s Technology claims they must impose this $125 penalty because they want "to discourage sporadic" cancellations, but that bears no relation to the cost they actually incur.  This is an unreasonable penalty granting ****'s Technology the full price as if they had visited my home and serviced my computer.   That is very unfair.  

• Initial Complaint

  Date:01/23/2023

  Type:Order 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 contacted "Anthem Computer Repair" regarding affects to my computer after a Windows Update. They assigned a technician to address the problem. However, it was suggested by a friend that they might not be the best ones to help. So I went online to look for reviews, but found numerous different names and some bad reviews. In another attempt, I found Yelp Reviews that were horrifying!!! The company gave me a "window" for when someone could provide help. I called the company immediately which was an hour prior to the start of the service window. I cancelled the appointment. I did not discuss the reviews or the fact that I found numerous different names under which this company operates. I did not want to create more drama, just wanted to sever connection with this company due to my having NO CONFIDENCE in them...truth is I was terrified. My husband receives information through MY CHART, which is an HONOR HEALTH monitoring tool that sends info to us if there is a problem with his heart monitor. The reviews included instances of lost information and an inability to connect email/internet. Since the information was still available, I made a pdf of what it showed and attached it below, along with the complaint I filed with the Attorney General, to save time today. (I hope that is okay). I had to get away from this company, but did not want to argue with them. I find out now that they are sending me to collections. I need help, please help. Stumbling on this company, which apparently works under several names, but apparently is owned by a company called "Karls," is terrible. I was willing to pay the advertised two $$ reference to their costs if there was a cancellation fee, just to walk away quietly, but suddenly I got a bill for nearly $200. I knew this wasn't right. I have no confidence in this company and in fact became very fearful of them based on reviews. Again, please help me. I cannot afford $200 and do not need my credit ruined at this critical time in my husbands' recovery. Please please help.

  

  Business Response

  Date: 01/27/2023

  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!

  Customer Answer

  Date: 01/27/2023

  To whom it may concern,

  I do not see any response options via this tool, only an explanation that leads me nowhere.  *********** in question, has today, sent me another bill for $187.50.  The person I spoke with when I cancelled the appointment, (due to the horrid reviews I discovered on Yelp which scared me, due to the amount of medical information on my computer regarding my husband's stroke), told me that I might get a bill for $50-60 as a cancellation fee, which I would have paid. had I ever gotten a bill for that amount.  I remained courteous to the individual and chose not to berate the caller despite my total lack of confidence in this company.  And now, today, I have received a 2nd emailed invoice for triple that amount, even though their ******** advertisement page says their prices fall in the two $$ range.  This is clearly an attempt to justify triple the charge as a punitive measure for cancelling. How can you have confidence after reading the Yelp reviews?  I had no idea Anthem Computers was actually "****'s Computers," until I got a call from them.  I told them I have never dealt with you, stop calling me.  It was only after doing research did I find that ****'s owns several other computer places under different names, which allowed me to find the terrifying reviews on YELP.  This second bill, received today is a punitive measure and is in itself shady.  Contrary to the $50-$60 I was told I could be charged, it shows a $125 charge as a cancellation fee, PLUS a $62.50 fee just to send the invoice to me.  This is a very shady, inappropriate way to do business.  What is happening is contrary to what they advertised as their price point, and I was never told there would be a cancellation fee to begin with.  I didn't sign anything, and I cancelled an hour before their window of service.  

  I simply cannot afford to be taken advantage by a company that. based on their reviews, provides "no confidence."

   

  

  Business Response

  Date: 01/30/2023

  Your lack of confidence does not excuse you from the fees that you incurred by not abiding by the same day cancellation policy. You did not cancel the appointment within the window given. The fees will stand.

  Customer Answer

  Date: 01/30/2023

  To whom it may concern: This vendor, ****'s, is stating that we cancelled the appointment "within" the window.  We did not!  I actually spoke to their person an hour prior to the start of the window and had a witness with me while on the phone who will attest to that.  The gentleman on the phone, said it wouldn't be a problem, but we might get charged a "$50 or $60" cancellation fee, also heard by a person sitting next to me, because I was on speaker phone.  Though I didn't think a fee was very fair, since I was cancelling outside the window, I did go back to the website to see if information on a cancellation policy was there.  It was not.  Today, again, I checked the website to see if that policy was there, and it still is not.  With that said, if what the gentleman on the phone said was true, then I would have paid a $50-or $60 cancellation fee.  But instead, I got an email bill for $187 or so.  This is a reflection of poor business practices. I do however, recognize that a person's time is valuable, and trusted the employee who stated I might get a $50 or $60 cancellation fee. If I had been sent a bill for that, I would have paid it.  That door is still open.

  

  Business Response

  Date: 04/05/2023

  Hello, Mistine. We apologize for any misunderstandings you may have had. Unfortunately, when appointments are booked, our dispatchers make our clients aware that if the appointment needs to be cancelled, to call in at least the day before the appointment is scheduled to avoid being charged a same day cancellation fee. Since you cancelled on short notice, we had to send the cancellation fee with an added invoice fee. We have to send short notice cancellation fees due to the fact that we book appointments on a first-come-first-serve basis and any short notice cancellations causes holes in our engineers schedules for the day and we incur losses. The fact that the invoice remained unpaid, our team had no choice but to send the invoice to a 3rd-party collections firm. Since the firm is now handling the transaction, there are no invoices or fees for us to cancel as it is out of our hands at this point.

• Initial Complaint

  Date:01/11/2023

  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.

  Contacted ***** Computer Repair Service/Karls Technology, on 11/5/22 for an appointment with them to repair my pc. The technician who came to my house on 11/11/22 was named ****** and my Network Engineer roommate was there to supervise the entire process. They advised the technician that it was a problem with the motherboard. ****** said he doubted that and wasted a lot of time doing the same things over and over again. He uninstalled and reinstalled the hard drive, the memory, power supply, and video card over 10 times. He charged me in person and I paid $285.25 on my credit card. He advised he would come back for free because he had not solved the problem. When tech arrived on 11/18/22, required cabling for testing, was not brought by tech. He did not perform any services or fully make it into my house before leaving and told me to contact the company to reschedule the free revisit. I contacted the company again for a reschedule of the free visit and ****** came back on 11/24/22 and wasted a lot of time before concluding it was a problem with the motherboard and that he would send me listings for a compatible motherboard (he never did) and left without asking for payment or even telling me he was planning on charging me. He waited four days until he sent me a bill via square on my email for $441.50 on 11/28/22. I contacted the company numerous times over phone where they told me I would be contacted again by someone who could help me but I never was contacted again. On 12/29/22, I received a text message stating that they would send my information to debt collectors, in other words extortion and I replied saying the visit was free. I contacted them again and I was either hung up on, or promised to be contacted again, I never heard anything back. On 1/11/23, I received a letter from a debt collection company requiring payment of $441.50.

  

  Business Response

  Date: 01/16/2023

  The Helpdesk has already given an answer to this complaint through our in house complaint department twice.

  Customer Answer

  Date: 01/16/2023

  As previously stated, the tech who came to my house tried to charge me for what was supposed to be a free visit. I was already generous to pay him the first time considering he had not solved the issue. What you have told me is a blatant lie, as I have stated before, I have never personally received a response from your business and my request from my original message still stands. I demand to be refunded the $441.50 for the free visit as well as the $285.25 I already paid for a service that was never finished. It is unacceptable to hire a "tech" to address and resolve an issue with my pc, have the tech not only not resolve the issue on his original visit and bill me $285.25. A free visit was committed to by the "tech" on original visit, but I am now being billed at a rate $441.50. This company obviously takes advantage of people who are unaware of technical minutiae in relation to computer diagnostics and resolution. I have phone records to prove the lack of response from your help desk/company if necessary. This response does not answer what I have initially stated and does not at all meet any sort of resolution.

  

  Business Response

  Date: 04/05/2023

  Hello again, ******. According to our records, you had a total of three appointments with us and one short-notice cancellation. You were put back on the schedule and we waived the short-notice cancellation that was initially sent to you. You were billed for the first appointment where the Engineer came out. While the engineer was onsite, you signed the 4pt waivers which waives liability from our company and disqualifies you from having a revisit. Somehow, we still offered one and ****** went back out. ******' notes on the revisit ticket that there was not an HDMI cable on hand for him to further diagnose your issue. ****** then came out for another appointment where the waivers were, again, signed declining a 4-point checkup be done. The reason clients are disqualified from getting a revisit when they decline having the 4pt diagnostics done is because having them declined is actively preventing our engineers from fully diagnosing a machine and finding problems that *** be the root of the issue reported. When ****** came back out a 3rd time, the 4pt was waived again and this was considered a fully billable appointment. Since you stated to us that you had no intention of paying the amount owed, our helpdesk team did not reach out as the amount owed was justified. We charge for the engineer's time and not the issue being resolved. Our dispatchers make this clear when booking appointments with clients. To add to that, because the 4pt was declined, there was no way for the engineer to fully diagnose your issue to come to a resolution to your problems you were reporting with your computer. Because of this, our team had no choice but to send your amount to a collection firm. Since the amount is now being handled by the firm, we are no longer handling the transaction and will not be able to cancel the 2nd invoice. We will also not be refunding the amount for the first visit with ****** as, again, we charge for the engineer's time and not the issue being resolved.

• Initial Complaint

  Date:01/11/2023

  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 contacted a company called Boca Computer Repair, allegedly a local business based in ********** **. about a home computer repair. I was unaware this was a national based business operating under ****'s Technology. They came to my home on 12/27/22 for an issue with my *** desktop. In my initial request for service, I noted the computer repair in question was on a *** and I wanted to ensure the tech knew ***. The technician came to my home and immediately made me sign a waiver and agreement. Again, I was unaware of the ****'s connection. The issue was with a sticking browser. The tech began to work on the computer, and it was obvious from the first moment he did not know how to work on a ***. he did not know how to use the *** commands to shut down the freezing browser. I asked if he knew *** and his answer was, "Well, I sort of know how to work on ***. I mostly work with Windows". He then proceeded to download a program from ****** that completely froze the system. He did no know how to exit the program nor shut down the computer. I had to show him. He then proceeded to call someone on his phone and ask what to do. As he was completely unprepared and did not have the requisite repair knowledge, I asked him to leave and told him I would not be signing any other documentation nor giving him a credit card number as the job was not done to my satisfaction. Since then I have received 3 calls from ****'s and told each I would not pay any invoice as the work was not done to my satisfaction. I now have a 3rd party debt collector chasing me down via letter which I have attached. The work was done under false pretenses (not a local business), the technician was ill-prepared and did not know how to fix the item in question despite my having informed the main office what was needed, and they at no time have offered to make it good or offer a refund. AT this time I don't need their "expertise" as I fixed it myself. This is fraud and misrepresentation.

  

  Business Response

  Date: 01/16/2023

  Karls Technology branding in on every website we own and is constantly being updated online. We don't hide our affiliation in any way shape or form. You were also informed on your booking call that we charge for time on site and not job completed, which you agreed to when booking with us. These charges will stand.

• Initial Complaint

  Date:12/14/2022

  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 came to our house to fix my 80-year-old husband's desktop. My husband, *********************** died this past September. They sent a young man who did not really seem knowledgeable about what was wrong with my husband's computer. After about an hour of him trying different things that were not working, I suggested that perhaps his company needed to send someone else. That is when my husband told me and I witnessed him putting flash drives in his computer and downloading his computer. When I asked this young man why he was downloading my husband's computer to his flash drive, he put the flash drive in his pocket. At this point, I gave him a check in the amount of $ ****** to literally get him out of my house. I then called his company and left a voicemail for the owner to call me back. I called 2 to 3 times more always leaving a message and asking for a callback. He did not call me back so I called the bank and stopped payment on the check I gave his employee. My husband's computer was not fixed, the Karls employee had a flash drive with all my husband's information. We had to take his computer to Best Buy where we left it and paid the Geek Squad to fix it eventually paying them. We locked our credit as we were afraid this young man had all of the information from my husband's computer. Also, I wrote emails on August 19th and 20th when they again submitted an invoice via email to me, and told them why I stopped payment, but still no call from them. I believe that they are purposely scamming Senior Citizens. I have heard nothing from them since August *************************************** the mail from a collection agency. I promptly wrote them and told them what had happened. I heard nothing from them but they since put a claim on my credit for non-payment and literally, it dropped my credit score by 55 points. This is not right to prey on Seniors and my husband is now dead and can't defend himself. Please help me. *************************

  

  Business Response

  Date: 12/15/2022

  The invoice and fees will stand. No one is preying on senior citizens. Your field agent's USBs were checked to verify if any data showed up. None did after several scans. This appointment was nearly 18 months ago. The helpdesk reached out a number of times to discuss this with you and our calls were not answered. We do not chase people who have stopped payment on service. We gave you the opportunity to work this out and we were ignored.

• Initial Complaint

  Date:12/02/2022

  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 EXTREMELY disappointed and dissatisfied with this company!!! We had an appointment scheduled with them on a Friday morning and the window was between 8:00 AM and 10:00 AM. I was at work and my husband was ill, so we ended up missing the window. When I realized what had happened, I called and was able to reschedule for the same day with a window between 3:00 ** and 5:00 **. We were contacted at approximately 2:10 ** and notified that a tech was on the way. He never showed up and we were never contacted again that day. I called on Saturday and was able to reschedule for the following Wednesday. In the meantime, my husband was able to resolve the computer issue on his own. We no longer required their services and cancelled the appointment. We were then contacted 3 different times to confirm the cancellation.Several weeks later, we received a bill from a debt collector!!! Apparently, the company billed us $125.00 for a same day cancellation plus fees for a total of $191.50. There is nothing on their website that indicates a cancellation fee. And they never sent us an invoice prior to turning us over to a debt collection agency (**********************)!!!!! I argued with them to no availthey were unwilling to waive the fee. We may have missed the AM window but they missed the ** appointment so there was fault on both of our parts. I dont think we should be held accountable. However, my husband and I decided to pay the debt so that it would not continue to accrue interest/fees and we dont not want this debt to go against our excellent credit scores.

  

  Business Response

  Date: 12/08/2022

  The Helpdesk will look into this matter.

  Customer Answer

  Date: 12/08/2022

  
  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,
  
  *********************
  
   
  

  Customer Answer

  Date: 02/28/2023

  Business response: " The Helpdesk will look into this matter." 
  
  Rebuttal Statement: Helpdesk either did not "look into this matter" or looked into it and failed to notify me of any determination on their part.
  
  Update: I have had no communication from the company since initial response that " The Helpdesk will look into this matter." 
  
  Let me know if that is sufficient or if more information is needed.
  
  Thank you!
  
  

  

  Business Response

  Date: 03/09/2023

  Thank you again for bringing your concerns to us. Looking at our records for the Same Day Cancellation invoice that was sent, it was sent on October 28th, 2022. Due to the fact that it remained unpaid for an extended period of time, our accounting team had no choice but to send it to the collections agency. Unfortunately, since the fee was sent to the third party agency, all further transactions were carried out by them and no longer handled by us. Due to this, since we had no part in the transaction for the fee that you paid, we cannot issue a refund as it was handled by the collections agency. 

  Customer Answer

  Date: 03/11/2023

   

  We never received an invoice that was supposedly sent on 10/28/22 and we were IMMEDIATELY turned over to debt collections. (We made a payment on 11/28/22--we were turned over to debt collection in less than 30 days!!!) We were unaware that there was a Same Day Cancellation Fee. Furthermore, we rescheduled for the SAME DAY after missing the AM appointment due to unforeseen circumstances.The tech never showed up for the rescheduled appointment. So, we never should have been billed for the same day cancellation!!!!

  
  The company states: Unfortunately,since the fee was sent to the third party agency, all further transactions were carried out by them and no longer handled by us. Due to this, since we had no part in the transaction for the fee that you paid, we cannot issue a refund as it was handled by the collections agency.

  
  Ultimately, collections would have sent a payment to the company since they were acting on behalf of the company!!!

• Initial Complaint

  Date:11/21/2022

  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.

  I recently had to cancel an appointment with this company. I made the appointment. The same day, I called and canceled because I was able to find somebody who could help me immediately which is what I needed. My appointment was for the next day. I was told I would be charged $187 for canceling within 24 hours. My appointment was remote service only. When I didnt respond to a voicemail right away I was sent to collections. This is not good business.

  

  Business Response

  Date: 11/28/2022

  The Helpdesk will review this.

• Initial Complaint

  Date:10/28/2022

  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.

  Two of several problems the computer tech worked on appeared to be fixed but wasn't. The next day I called again and asked for assistance to fix this problem. I was told I'd have to pay for another visit for the tech to fix that problem because I'd signed a waiver. I initialed 4 items on the Tech's phone. The tech said none of those applied to my situation because my equipment was new and didn't need those services (which included a backup and other checks which would take time and didn't apply to my job). When I called to have him come back and fix the problem I was told I had signed a waiver releasing the company from coming back and fixing the issue. The tech seemed in a hurry to leave. Did he know the problem was going to reappear? I'm guessing he did and tricked me. A return visit isn't necessary. Just a link or an article to help me fix it myself would be enough. I have contacted the business and they are not helping me.

  

  Business Response

  Date: 10/31/2022

  I've discussed this with *****. He'll be reaching out shortly

• Initial Complaint

  Date:10/25/2022

  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 booked an appointment with this company last week as I thought my Outlook had crashed, but less than 10 minutes after scheduling, my computer began working again so I immediately called back to let them know. The person I spoke with started trying to collect their $125 same-day cancellation fee, but I explained that it had been only 10 minutes since I booked the appointment and would he please consider that. The gentleman said, "OK" and that he'd cancel the appointment. He mentioned nothing at all about me still being charged their cancellation fee. I was confident that everything was resolved. However, this morning I was shocked to receive a call from a very unpleasant individual demanding payment of $125 and informing me that he's turning me over to Collections! I cannot even fathom this kind of abusive behavior. I do not have any kind of enforceable contract with this company, yet they are taking punitive and extreme measures to extort money. I am reporting this company to the ******* ************************* and 3TV's "On Your Side" as well.

  

  Business Response

  Date: 10/31/2022

  The same day cancellation fee has been cancelled. This was due to a miscommunication in policy with the dispatcher who took your call