Complaints
This profile includes complaints for Karls Technology's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 70 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
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Initial Complaint
Date:10/20/2022
Type: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.
The dates were 7-11-22 and 7-14-22.A worker cleaned my computer. 3 weeks later, no internet thus no computer.Spectrum checked, all connections ok. 2 it people said my computer has not been cleaned. I paid total $593.00 for 2 days of install **************** scan. Warranty for 2 wks.$125 to come check computer.
Business Response
Date: 10/24/2022
Thank you for bringing this to our attention.
Your last appointment was on July 14, with *************************. We don't have any revisits scheduled or any communication with the Helpdesk for assistance indicating any issue beyond our normal 2 week warranty. The appointment you cancelled September 10 was over 2 month from that date and a full 6 weeks past the 2 week warranty. We are very generous with our warranty and would have gladly honored it within its duration but being 6 weeks outside of that. That is not possible.
Initial Complaint
Date:09/08/2022
Type: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.
August 23, 2022.I called to make an appointment for them to come diagnose my computer. The agent on the phone said the consultation would be free. This is the reason I chose them. The technician then came by and said my computer needed a new screen and charged me $129 for this diagnosis. I felt like an idiot because I was told it would be free on the phone. Of course I paid it because the technician had nothing to do with the phone conversation.Today I finally spoke with a manager to dispute the charge ******. He offered no help and kept saying there is nothing we can do, saying I had no proof that I was told this on the phone. As a company that specializes in phone interactions, they should be recording their phone conversations for quality control. They could determine if I was told this. ****** the manager seemed to think I was absurd in requesting my money back. This is not how a business should be run. They need to be investigated for unfairness and misleading consumers. Thank you for your efforts and consideration in this matter. $129 is a lot for money for my family right now.Business Response
Date: 09/14/2022
We have reviewed the recording transcript from your call with ******************* on 08/17/2022. He never says that the service would be free. There's no mention of our diagnostic services being free anywhere we advertise. We understand that many people are experiencing difficulty in these uncertain times but claiming that we've lied to you in some way is an outright fabrication. We provided service at a time of your choosing and provided you with a diagnosis on your computer's issues. The charges will stand.Customer Answer
Date: 09/14/2022
Thank you for the response! I am glad to hear that the conversation was recorded because I was told by the manager I spoke with that there was "no proof" I was told this service was free. I am very sorry for this misunderstanding. I thought I heard him say the engineer would come out for free, maybe he said, "for a fee" and I misheard him. In the conversation that you reviewed, I was never told the cost of the service. That is one fact I am for certain. I will drop this issue. However, I am very disappointed in your costumer service. The manager I spoke to was very rude. Also, by saying these claims are an outright fabrication, you are implying I am lying, in which case is very much not true. I would advise you and your colleagues to practice more diligent customer ********************** in the future. Be friendly, say you are sorry, and use this feedback to improve your service!Business Response
Date: 09/14/2022
It took our phone carrier some time to get the transcript to us. Normally we would have it available immediately but this time took far longer than usual. If you were mistaken, that's understandable. The dispatcher who didn't tell you the price will be reprimanded as that's something that we push for on every single call to avoid these types of issues. We don't have anything to hide or any reason to misrepresent ourselves. This company has been in business since **** and we will continue to provide the highest level of support to our clients at competitive prices.
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