Complaints

This profile includes complaints for Sapphire Softech Solutions LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sapphire Softech Solutions LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sapphire Softech Solutions LLC

  123 E 9th St STE 323 Upland, CA 91786-6050

  
• 

  Sapphire Softech Solutions LLC

  420 N McKinley St. Corona, CA 92879

  
• 

  Sapphire Softech Solutions LLC

  420 N McKinley St. Corona, CA 92879

  

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:06/05/2025

  Type:Sales and Advertising 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.

  ****** of this company. Not sure if legal or a scam

  

  Business Response

  Date: 06/06/2025

  To: ******* *******
  Conciliation & ******************************start="186" data-end="189">Better Business Bureau
  Cc: ******** ******
  Subject: Response to BBB Complaint ******** ****** / SSS141546
  Dear Ms. ************** are responding to the BBB complaint filed by Ms. ******** ****** regarding her interaction with Sapphire Softech Solutions LLC (Customer ID: **********.
  Company **********************start="515" data-end="518"> Sapphire Softech Solutions LLC is an independent third-party support provider for software-related issues with computers, printers, and peripherals. We are not affiliated with any *** brand, and this is clearly stated in all communications and on authorization documents.
  Case ****************start="815" data-end="818"> On June 4, 2025, we received written authorization from Ms. ****** to proceed with a 1-Year Support & Service Warranty for $399.00. As per our policy, no charges were processed, as payments are completed only after issue resolution and customer satisfaction.
  A technician began assisting her, but the case was paused at Ms. ******* request due to a scheduled doctors appointment. The case remains incomplete and pending. Follow-up calls and emails on June 5th and 6th received no response until the BBB complaint was submitted.
  Our *******************start="1391" data-end="1394"> We respect Ms. ******* concerns, especially given her past experience, but wish to clarify:
  No billing occurred.
  Authorization was voluntary, and no data was misused.
  All technician interactions were professional, and consent based.
  While occasional misunderstandings happen, the majority of our customers report positive outcomes, and we address all concerns promptly and fairly.
  Current ***************start="1809" data-end="1812"> Ms. ******* account remains inactive, and there are no obligations or charges pending. We request that this complaint be closed as resolved.
  Were happy to assist further and can be reached at:
  ?? ************** | **************
  ?? ****************************************************************************************************
  Sincerely,
  Compliance *************start="2117" data-end="2120"> Sapphire Softech Solutions LLC
  

• Initial Complaint

  Date:05/14/2025

  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.

  1/8/2025 I contacted Sapphire as their site was close to HP and I needed a driver. I allowed the access to my computer and the driver was set up. I also asked them to check on my memory as I keep getting notices that I am running out of memory. When the finished they called me back and stated that my computer was only 3 years old, had plenty of memory and they saw now reason for me to purchase a new computer.March 17, 2025 I again had memory issues. They took control of my computer and told me not to try using it for a while. Later they had no explanation for my issue.The next day upon checking my bank account I discovered that my 3 of my accounts had been hacked for a total of $9000.00. Coincidence that this is the day Sapphire had control of my computer.After months of dealing with memory issues I hired someone in my local area to come in and help with my issues. My computer they stated is actually 6 years old and was running out of memory and that is why I was now unable to open item and not download anything. I disputed the charges with Sapphire as I have reason to believe that the only time I had my computer out of my control my bank was hacked. They disputed the charge and I was billed again for a service call of $89.90 and $410.10 for a 3 year contract for service. Due to the hack of my bank I am not comfortable using a remote service and in addition information they provided me turned out to be inaccurate thereby causing me to doubt their legitimacy. Today, May 14, 2025. I called to try and get a partial refund since I have only called them twice and they said they only allow cancellation within 30 days and there is nothing they can do. I feel I do deserve a partial refund having only contacted them twice and only use the service for 5 months of the 3 year contract.

  

  Business Response

  Date: 05/22/2025

  Dear Ms. ***************** you for bringing this matter to our attention.
  We would like to clarify that Sapphire Softech Solutions is an independent technical support provider and not affiliated with **, a fact that is clearly communicated during every customer interaction.
  On January 8, 2025, Ms. ****** ****** received support services for her computer and authorized a 3-year support plan. Before completing the payment, our team contacted her for confirmation and collected positive feedback via a customer survey.
  On March 3, 2025, a dispute was initiated by Ms. ****** through her bank. The amount was debited back from our account, and thus, any further refund request could not be processed directly from our side. If her bank later reversed the charge in our favor, we will need to verify the transaction with our merchant before considering any partial refundless applicable costs, technician hours, and software license fee.
  Regarding the alleged hacking of $9,000, no such incident was ever reported to our team. At the time of initial support, our technicians clearly advised her, as per our standard protocol, to avoid unknown links and immediately report any suspicious activity. Unfortunately, no communication was made by Ms. ****** until months later.
  If she still wishes to speak to our billing department, she is welcome to contact us on Tuesday, May 27, 2025, at ************** for further discussion.
  Sincerely,
  Sapphire Softech Solutions ***********************start="1807" data-end="1810"> ?? ************** (247 *****************start="1842" data-end="1845"> ?? **********************************

• Initial Complaint

  Date:05/01/2025

  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.

  04/30/2025 printer wouldnt work so i went to hp website and a source came up for help. entered phone number and supposedly tech came on and wanted to take control of computer. i agreed and he ran some tests and told me that 50-60% of my drivers were bad, he tried to sell me several repairs for hundreds and when i said couldnt afford he came up with a $89.90 repair when he conned me into taking. that fixed every thing but what im reading from other complaints is after short time nothing will work. he also put 4 things on my screen and told me not to delete them. I think I was SCAMMED big time. i think i deserve a full refund worse thing is they have my credit card nmber, which im going to call and have changed so no futer charges can be put on it.

  

  Business Response

  Date: 05/02/2025

  Dear Ms. ******* (BBB),
  We would like to take this opportunity to present the actual facts of the case. Upon identifying the issues on Mr. ****** devices, our technician offered multiple service plan options tailored to the duration and number of devices. Mr. ***** independently chose the $89.90 plan for a 12-month subscription to the Computeroids Driver Updater software and personally entered his card details. In strict adherence to our policy and the Data Protection Act, we do not store or retain any payment information.
  An authorization email was sent prior to initiating any work, and on May 1, 2025, a service confirmation email was received from Mr. ***** expressing satisfaction with the service and granting consent to close the case.
  While we understand Mr. ****** concerns, basing conclusions solely on selected online reviews may not reflect the overall experience of our broader customer base. We serve thousands of customers and actively respond to every concern. Scam operations do not provide documentation, request confirmation, or remain available after a sale. We do all of this and more, which demonstrates our legitimacy.
  Recurring technical issues can stem from various causes like unstable internet, outdated OS, or third-party software conflicts. Thats why our plan includes 365 days of unlimited support. At $89.90/yearjust $0.25/dayour customers get 24/7 access to certified technicians, always a phone call away.
  Does this reflect a scam, or a company that stands by its service?
  No additional charges can be applied unless authorized by the customer through a new agreement. We remain transparent, responsive, and committed to delivering valuenot exploitation.
  We appreciate your attention and remain available for any further clarification or support.
  

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising 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 April 3rd I called the online Canon Printer support phone number as I could not print and had not been able to determine the issue. They immediately transferred my call to tech support...which was this company. Sapphire softech support. They almost immediately requested access to my computer, which I agreed to. After some time I was told that my computer had malware which needed to be removed and they offered this service as well as installation of a protection software install. After discussing the various plans and costs I agreed to a lifetime auto renewal plan and the repair for a total of $1259. They got to work, said the malware had been removed...managed to print a few things on my printer and looked like my email had also been fixed. So I paid them $900..per their request with the balance to be paid in the next few days. Not sure why they did this split payment. But shortly after completing business with them, I found that my printer no longer was printing. So I shutdown the computer to reboot it. I Ieft it a few hours and then rebooted it to check the printer function. Ha! The sign in screen is now non functioning. My cursor does not work, the signin box is missing. Basically have no computer at this time. I tried calling their 24 hour support line. All I got was a loud screeching tone. I want a full refund!

  

  Business Response

  Date: 04/04/2025

  Dear *********************start="147" data-end="150"> Conciliation & ******************************start="186" data-end="189"> Better Business Bureau
  We appreciate the opportunity to respond to ******************* concerns regarding her interaction with Sapphire Softech Solutions on April 3, 2025.
  Service Summary: Ms. ****** contacted us for her Canon Printer. Our technician assisted with printer driver installation (Canon LBP6030W), email troubleshooting, system optimization, and malware removal. She later confirmed satisfaction in writing and authorized a $900.00 USD payment (part of a $1,259.00 Perpetual Support Plan). She also completed a survey selecting Very Satisfied and Very Likely to Recommend.
  Follow-Up: No follow-up calls were received from Ms. ******* On April 4, we attempted our standard satisfaction call, which went to voicemail. Our toll-free lines remain open 24/7.
  Payment Status: The $900.00 USD was authorized but not finalized, in line with our policy of completing payments only after verbal confirmation.
  Support Plan Coverage: The plan includes Auto Update Perpetual Support. Issues like a non-responsive login screen may be due to unrelated external factors, and our team is ready to assist.
  Resolution Offer: We are committed to resolving this issue fairly. If Ms. ****** would like to proceed with support or discuss an alternate resolution, we welcome her contact.
  Conclusion:
  Sapphire Softech is a legally registered service provider committed to ethical practices. We respectfully request Ms. ****** contact us directly so we can assist further.
  

• Initial Complaint

  Date:02/10/2025

  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.

  Date of Transaction was Jan 13 2025 I went on ******* to see if anyone could tell me what was wrong with my printer and someone said that they could help me with that and they tried a few things and they said they would have to get in the computer to fix the printer so I let them in to the computer to fix the printer and then they started telling me that my computer wasn't secure and that all my information was on the dark web and they said that they could fix it and make it secure and I wouldn't have to worry about anyone getting my information anymore but then he gave me some prices on how much it will cost for one year it was $199.00 and for five years it was $ ****** and to protect it for life it was $899.00 and they wouldn't get out of my computer until I would agree to purchase one of there options .

  

  Business Response

  Date: 02/14/2025

  Dear Ms. ******* (BBB),
  We are responding to the complaint raised by Mr. *********** regarding services provided by Sapphire Softech Solutions LLC.
  Summary of Events:
  Service Request: On January 7, 2025, Mr. *********** purchased a 3-year auto-update support plan for his devices (PC, printer, router, and peripherals) for $899.00.
  Technical Support: On January 7, 2025, our technician optimized Mr. ************* computer. A hardware issue with the printer was identified.
  New Printer Sent: We sent Mr. *********** a new HP Deskjet 2855e printer at no additional cost, delivered on January 9, 2025.
  Printer Setup & Resolution: On January 10, 2025, technician ***** ******* helped set up the new printer. Mr. *********** confirmed satisfaction with the service and gave consent to close the case.
  Customer Complaint: Mr. *********** raised a complaint on January 13, 2025, stating that after seeking third-party help on ******** the technician claimed his computer was insecure and pressured him to purchase additional services ranging from $199 to $899.
  Our Standpoint:
  No Pressure Sales: Sapphire Softech Solutions does not engage in high-pressure sales tactics. We only provided services agreed upon in the support plan.
  No Unauthorized Access: Our technicians did not access Mr. ************ system without consent or suggest services beyond the initial agreement. We do not offer dark web monitoring or security services.
  Third-Party Service: Based on Mr. ************ complaint, it appears the issues stem from a third-party service, not Sapphire Softech Solutions.
  Conclusion: We believe the complaint regarding unauthorized services and pressure tactics is not related to our company. We kindly request the BBB review this complaint with the above information in mind. We are committed to customer satisfaction, and all services were provided as agreed.
  Any supporting documents, including service records and communications, can be provided upon request.
  Thank you for your attention.

• Initial Complaint

  Date:01/10/2025

  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.

  1/10/25 My computer wasn't scanning. I contacted ** online to get help with the problem. Suddenly a chat box popped up & she asked what the problem was. I typed in the problem with the scanner. Then I was told that a technician would contact me. A technician called ****** was taken through a series of questions & steps on my computer. He then asked if he could take control of the ********* allowed this thinking he was a legitimate HP technician. He wasn't & I realized later this afternoon that this has all been a scam! That was after he sold me a contract with a company called Sapphire Softech Solutions; first asking for $1000 then decreasing to $800 in 2 payments of $400 each on 1/10/25 & 2/28/25. The contract was supposed to be for security services similar to but superior to ****************, he said which only protect my computer from malware & not from Trojans, ******, Adware, Spyware. He said his system would block *********** mail & unauthorized users on all my devices. He was believable when he said this was a one time payment for a lifetime when in fact on paper it's called a 3-year automatic update perpetually (for life). In addition, they were signing for me online when asking me questions about what I thought I was getting, ie, a security system that would cover all of the areas of hacking he mentioned that could occur on my computer; I was answering yes to twisted questions. When I went online & saw the number of customers @ ********************, I realized this was fraud & cancelled my credit card immediately. When I called the Sapphire *** to cancel the contract, I was told I had to pay a service charge of $99 + $50 for the service the man provided (he did fix the problem), to which I agreed if he'd send me an email bill for $149, & I'd send him a personal check. He said this would be handled by another ********************** hung up. I've known of others who've encountered fraud. This was my first experience; I'm letting others know. Please beware!!

  

  Business Response

  Date: 01/11/2025

  Dear Rhianna (BBB),
  
  We are addressing Ms. ******** complaint and aim to clarify the situation. Ms. ****** authorized Sapphire Softech Solutions for $800, split into two payments: $400 on 01/10/25 and $400 on 02/28/25, for a 3-year plan. Additionally, she authorized the purchase of the Computeroids Driver Updater software for $89.90. The services, including the software and support plan, were outlined and agreed upon in the authorization email sent on 01/10/25.
  Our technician resolved the issues, and Ms. ****** confirmed her satisfaction via email. At her request, the $89.90 software charge was adjusted into the total amount, and she authorized the $400 payment on 01/10/25. The remaining balance of $310.10 was to be paid on 02/28/25 as agreed.
  Later, Ms. ****** decided to cancel the plan. We honored her request and explained the charges, including the technicians service and software license. We requested a one-time fee of $149.00 for both.
  We deny the fraud accusation. If we were a scam, we would have charged Ms. ****** upfront without resolving her issues. The $400 payment is still pending, and the $89.90 software charge was voided upon cancellation. We encourage Ms. ****** to check with her bank for unauthorized charges. While she has seen negative reviews online, most of our customers are satisfied, as no company achieves 100% satisfaction.
  We've acted in good faith, honoring Ms. ******* requests. The $149 fee is reasonable, covering the cost of the software and technician time. We believe this is fair as part of the resolution.
  We appreciate the opportunity to clarify and remain open to providing additional information if needed.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a driver for my printer. The chat box came up and offered assistance by phone. I gave the phone number. After several failed attempts to install the software they asked permission to screen share.. After a while, I realized it was a scam - but it was too late. It appears it was some kind of ransomware. They took my credit card info for the security they said I needed. They basically raped my new MacBook Air. The computer is destroyed. The website they use is ************** phones

  

  Business Response

  Date: 11/16/2024

  Dear Rhianna,
  
  We are writing in response to the complaint filed by ******************* regarding the service provided on 8th November 2024.
  
  We acknowledge Ms. ****** concerns and regret any misunderstanding. Our company, Sapphire Softech Solutions LLC, operates with the highest standards of integrity and customer service. We take complaints seriously and are committed to resolving issues promptly.
  
  Our Manager, ********* ********, spoke directly with Ms. **** and addressed her concerns. An amicable settlement was reached, and both parties came to a mutual understanding regarding the services provided.
  
  Additionally, we would like to correct a factual discrepancy in the complaint. The amount authorized for the service was $549.99 USD, not the $595.00 USD mentioned.
  
  We are committed to transparency and customer satisfaction, and we regret any confusion caused. We take all necessary steps to ensure the security and privacy of our customers.
  
  We believe this matter has been resolved and appreciate the opportunity to clarify the situation. Please contact us if further information is needed.
  
  Thank you for your attention.
  

  Customer Answer

  Date: 11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I received a call from ******** that if I will keep the Office Pro Printer 9730e at a cost to me of $320.00 ONLY then this complaint is settled and the services for $545.00 will NOT BE BILLED TO ME.  I 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,
  
  ****** Ann **********************

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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 consider this a scam. My interface with this company was on 10/08/24. My printer was disconnected from my computer. I couldnt figure out how to reconnect so I went online to find out how to connect a Canon TS 5300 printer. On the website a chat box immediately popped up. I typed in my problem and the responder asked for my phone number so they could have a technician call, and to please keep the chat open till connected with the agent. They called. The person calling had a strong accent and spoke rapidly, confusing . he gave instructions: click here, click there, what do you see. He said my browser was not acting correctly. He me to share my screen with him so he could run a diagnostic and see what the problem was. I agreed because at this point I thought I was in tough with a Canon tech. Once they had my computer they flashed all kinds of screens showing some supposed Trojan Horse, which, they said was not fixable with the Apple firewall and virus support. I would have to take it out to ***** and have it fixed for $499, or for $450 they could fix it and for an additional $550, they would give me three years firewall protection and support. That was about the fourth offer, going down each time. Finally I agreed because they had control of my computer. What else could I do? I have no idea if there actually was an unfixable problem on my computer ***** says anyone that offers protection more than their very strong protections is usually a scam. I do know the printer could have been hooked up for free. They supposedly have email confirmation of my agreement to the proposal, but please note that THEY signed my name and THEY signed that I was completely satisfied, all while having control of my computer. That night I responded to their survey that I was definitely not satisfied and requested they return the funds. They did not. The bank stopped payment, but now Im being harassed to pay up since I agreed I was satisfied and I agreed to service!

  

  Business Response

  Date: 10/22/2024

  Dear Team,
  
  We are writing to formally respond to the complaint submitted by Ms. ****** concerning her interaction with our company on October 8, 2024. We take all customer feedback seriously and wish to clarify several important points regarding her allegations.
  
  Firstly, it is imperative to note that no charges have been processed against Ms. ****** to this date. This fact can be confirmed with her bank, which has halted any potential transactions. The agreement entered into by Ms. ****** was contingent upon her feedback, as outlined in our policy that prioritizes customer satisfaction.
  
  Since the initial interaction, our dedicated Feedback Team has made multiple attempts to reach Ms. ****** via phone to solicit her input.Unfortunately, these efforts have not been successful. We pride ourselves on our commitment to customer satisfaction, and had Ms. ****** expressed any concerns during these outreach attempts, we would have promptly addressed them by processing a void for the authorized payment.
  
  Regarding her assertion of harassment, we must emphasize that our records do not reflect any communication from Ms. ****** indicating dissatisfaction. The survey she completed yielded a neutral response, which does not align with her claims of harassment. Our commitment to resolution is further demonstrated by our email sent on October 21, in which we sought her valuable feedback after our attempts to reach her by phone were unsuccessful.
  
  It is vital to highlight that our organization has built a reputation for integrity and ethical conduct over many years in this industry.We are committed to operating transparently and responsibly, and if we were indeed a fraudulent entity, we would have processed her payment without regard for her feedback or satisfaction.
  
  To resolve this kind of matter amicably, we encourage our customers to communicate directly with our Billing Team. A straightforward email request for a refund would suffice to initiate the voiding of the payment. Regrettably, ********* did not express any dissatisfaction through our available communication channels before approaching the BBB. 
  
  To facilitate an amicable resolution, we would like to inform you that our Billing Team has been notified, and the authorized payment will be voided and reversed to the original source account. Ms. ****** will receive communication acknowledging the voided receipt within 24 to 48 hours.
  
  We are fully prepared to furnish any necessary proof of our communications and procedures upon request.
  
  We appreciate your attention to this matter. We remain fully committed to addressing any concerns Ms. ****** may have and look forward to resolving this issue promptly and professionally.
  

  Customer Answer

  Date: 10/24/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/14/2024

  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.

  My father in law was hacked by these people in 2023. Hes given them $800 to date and they wanted $1000 TODAY or they couldnt help him. Its a scam. They take control of the screen once u unknowingly give access. Once he handed me the phone and I told them Id just wipe the computer no problem they kept demanding the money. They also wanted him to buy a machine that would restrict internet access to our houses devices so no one could go onto the internet. Their response to the suspected dangerous activity was someone got the ** address and was visiting *********** websites. I couldnt laugh hard enough. I make and distribute *********** myself and my devices are not compromised in any way apparently only his was. Do not do business with these people. They also target older persons.

  

  Business Response

  Date: 10/18/2024

  Dear,
  
  We are writing in response to the complaint filed against Sapphire Softech Solutions LLC on October 15, 2024. First and foremost, we would like to express our sincere appreciation for the opportunity to address this matter.
  
  At Sapphire Softech Solutions LLC, we are dedicated to maintaining the highest standards of professionalism, reliability, and integrity. We have built our reputation over many years by delivering quality support to our customers, and we take any concerns raised by our clients seriously.
  
  To proceed with a thorough investigation into this complaint, we kindly request complete details regarding the customer in question, including their full name and registered customer ID.
  
  This information is essential for us to retrieve relevant records from our database and verify the situation in question. Without these details, we are unable to conduct a proper investigation.
  
  We also want to reassure you and our customers that ********************** LLC operates as a legitimate and trustworthy entity. Our commitment to customer satisfaction is unwavering, and we strive to resolve any issues promptly and effectively.
  
  For any further discussion or clarification, we are available 24/7 on our toll-free numbers provided on our website. We encourage open communication to ensure all concerns are addressed appropriately.
  
  Thank you for your attention to this matter. We look forward to your response and the opportunity to resolve this issue satisfactorily.
  
  Thanks & Regards.
  

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct. 4, I tried to install a new HP printer. I called the number given to me and was put in contact with Sapphire Softech Solutions. I thought I was speaking to someone from ** to install my printer.After six long hours, my printer is finally working. The person told me that the Malware I had for protection wasn't there and they said I needed a Firewall protection, which I signed for for three years for $500.00. through my **** credit card. After the long time I read one of your complaints which mentioned that in an iMac, l don't need Firewall protection. This is why I called them and asked for a refund. The man in billing was very very rude and I spoke to him about it He insisted that I was looking for a free deal. he also told me that there would be a $149.00 charge for the six hours the agent took out of their time. He INSISTED that it was all in black and white, but I never saw anything saying that. Also, after the long time, I went to my e-mail to try to print out the receipt for the $500.00. It would not print out, which made me think it was a scam. I told them that I was 87 years old and i feel that they took advantage of me.

  

  Business Response

  Date: 10/07/2024

  Dear Joyce,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and want to ensure you that your situation has been addressed.
  
  We are pleased to inform you that our Billing Manager has spoken with Ms. Barry, and we have successfully resolved the issue to her satisfaction. The payment of $500.00 has been voided & reversed to the source account. The information regarding the refund process has been communicated through email enclosed with the copy of voided transaction receipt.
  
  We appreciate your patience as we worked through this matter. Please mark this complaint as resolved.
  
  If you have any further questions or need assistance in the future, please don’t hesitate to reach out.