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.

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  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:06/04/2024

  Type:Billing 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 gave them permission to go in my computer and install a driver and connect to my WI-FI and they did they got my home address and my bank information and charged me $1.00 and the remaining $99.00 to be charged on June 3rd come to find out by my bank that Mastercard put red flags on my account not to authorize payment to them and I'm afraid they're gonna go in a delete my entire system because I've canceled my card and I'm not paying them another dime because they are frauds and scammers.

  

  Business Response

  Date: 06/06/2024

  Dear ****************,

  We hope this message finds you well.
  

  This correspondence is in response to the recent complaint you filed with the Better Business Bureau regarding the Support & Service Plan you purchased from Sapphire Softech Solutions LLC on May 30, 2024, for your Windows 10 Computer and Canon TR 4520 Printer.
  

  First and foremost, we wish to assure you that we take your concerns very seriously and are committed to addressing them promptly and thoroughly.
  
  To provide a comprehensive response:
  
  (1) Service and Payment Agreement: Following the successful completion of service by our technician, you authorized an initial payment of $1.00 USD and agreed to the remaining balance of $99.00 USD to be paid on June 3, 2024, as stipulated in the signed contract. You provided positive feedback regarding the service on June 1, 2024, and confirmed the arrangement for the subsequent payment.
  
  (2) Payment Declines: On June 3, 2024, the scheduled payment was declined by your bank with the notation "Activity limit exceeded." Upon notification, you requested a payment link to process the payment manually, which also resulted in a decline for the same reason. Subsequently, you requested the payment to be rescheduled for June 4, 2024. Unfortunately, this attempt was similarly declined for the same reason.
  
  (3) Ongoing Communication: Since the initial declines, our billing team has made multiple attempts to inform you of the continued payment issues. We have received your complaint indicating that Mastercard has flagged your account and you have concerns about potential fraudulent activity.
  
  (4) ********* of ********* and Security: We categorically affirm that Sapphire Softech Solutions LLC operates with the highest level of integrity and transparency. We do not possess the capability to remotely delete or alter any data on your system. Our primary objective is to ensure the provision of exemplary support and service for your devices.
  
  (5) Resolution and Next Steps: We fully understand your concerns regarding the flagged transactions and the security of your system. We are prepared to work collaboratively with you to resolve these issues in a manner that is satisfactory. We can explore alternative payment methods or other solutions that *** address the limitations imposed by your bank.
  
  Thank you for your attention to this matter. We remain committed to your satisfaction and look forward to resolving your concerns promptly.
  
  Sapphire Softech Solutions

• Initial Complaint

  Date:05/18/2024

  Type:Billing 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.

  Sapphire Softech Solutions provided services in (Fixing) my existing ********** * ********* * successfully accomplished those tasks.Unfortunately, the Technician "*********************" in repairing the problem(s) , without my "Consent or Knowledge" (Removed) my option(s) of making (Future) "Friends on *********** Furthermore, there are numerous negative complaints on the Better Business Bureau Web page. I started * agreed to a (1) Year contract of (Protection) for my computer on 5/17/24. There costs were a $149.99 Technical repair services * $199.99 for (1) Contract, starting on 5/17/24. According to their (Own) policy, based on a (Refund), which hasn't been (Paid) yet. I was required to (Pay) by (Money ****** * forward to their Offices on 5/30/24. I understand there is a $ ***** Dollar (Fee), for fixing my problem(s) with my existing Computer * Printer. I will be forwarded with that (Fee) on May 30th, 2024........! I am now forced to (Find) someone to (Repair/Fixed) my ********** Page with their wrongful Tampering.......!

  

  Business Response

  Date: 06/03/2024

  Dear ******************,                                                                                                                                                                                                                                                                 
  We acknowledge receipt of your communication detailing your concerns regarding the services provided by Sapphire Softech Solutions. Please accept our sincere apologies for any inconvenience you have encountered.                                                                                                                                                                                                                         
  We are pleased to note that our technician successfully resolved the issues with your computer and printer. However, we deeply regret any unauthorized modifications made to your ******** settings, which have caused you distress. Rest assured, we take these matters with the utmost seriousness and will address your concerns comprehensively.
  Our technicians are strictly instructed to address only the issues specified by the customer and to refrain from making any changes without explicit consent. We will thoroughly investigate this incident to ascertain whether there was any breach of protocol. Should our technician be found at fault, appropriate measures will be taken to prevent such occurrences in the future. We will also assist you in restoring your ******** settings to your preferred state.                                                                                                                 
  Regarding the payment and refund issue, we acknowledge that you have entered into a one-year contract commencing on May 17, 2024, for a total of $350.00 USD, payable via money order. Our primary objective is to provide exemplary support and ensure complete customer satisfaction. We adhere to a policy prioritizing "Customer Satisfaction First." If you believe the $99.00 USD payment should be the appropriate and correct amount to be paid for the issue resolution, then we are amenable to that adjustment.                             
  As for the complaints on the Better Business Bureau website, we are aware of them and have actively worked to address and resolve any issues raised by our customers. It is recognized that no service industry can achieve 100% customer satisfaction, and even leading brands encounter dissatisfied customers. However, our ratings indicate a customer satisfaction rate exceeding 90%. Your feedback is crucial in helping us enhance our services.                                                                                                                                         
  We deeply regret any inconvenience our services may have caused and appreciate your patience as we work to resolve these matters. Should you require immediate assistance to rectify the issues with your ******** account, please contact our support team directly at ************** or **************, and we will expedite the resolution.                       
  Please be assured that we value your business and are committed to ensuring your satisfaction.                                                                                                                                                                                                                                                                    
  Thank you for your understanding.

• Initial Complaint

  Date:03/30/2024

  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 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 - the guys at Best Buy couldnt believe what they saw. The computer was destroyed. The website they use is www.support.me phones ************

  

  Business Response

  Date: 04/04/2024

  Dear ******************,
  We sincerely apologize for the distressing experience you encountered while seeking assistance with your printer driver. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
  Upon reviewing your complaint, we investigated the incident thoroughly and observed that our representative walked you through the troubleshooting steps initially, and when things did not work, your verbal consent was taken before sharing the screen to help you further with the issues you were facing with your devices. After diagnosing the issues, several fixation plans were offered to you, out of which you chose to go for the 1 Year Unlimited Support & Services Plan.
  Before commencing the fixation, we obtained your email authorization as consent to proceed, and you electronically signed the invoice as part of the authorization process. These documents can be furnished upon request. Regarding the credit card details, only the last 4 digits were taken, which are part of our Authorization Email and the Invoice. No one can charge any amount with only the last 4 digits of a card. Furthermore, as per our companys policy, we do not charge any of our customers upfront until the issue is resolved to their satisfaction, and they provide positive feedback to our feedback team within ***** hours.
  Please be assured that you dealt with a legitimate company, and we are committed to providing the best support and services to our customers. We have been in business for a considerable time and have never implied any association with or representation of OEM brands in the market.
  Upon further investigation, we found that when the case was transferred to our Senior Technician for fixation, the call and session were disconnected from your end. Despite our follow-up call/email, we did not receive a response, and as a result, we considered your case null and void in our records and closed the ticket.
  Please accept our sincerest apologies for any inconvenience or distress this incident may have caused you. We value your trust and loyalty as a customer, and we are committed to regaining your confidence in our services.
  If you require any further assistance or have additional concerns, please do not hesitate to contact our customer support team at ******************************************************* We are here to help and will do everything in our power to assist you.
  Thanks & Regards,

  Customer Answer

  Date: 04/04/2024

   I am rejecting this response because:
  I foolishly did allow access to a bogus company.  They were not installing a driver- they were deleting everything on my computer.  There was nothing wrong with my brand new MacBook - it was all manufactured bogus information. They are a ransomware company designed to dupe the consumer.  They ruined my brand new MacBook.   
  
  
  

  

  Business Response

  Date: 04/09/2024

  Dear ******************,

  
  Thank you for your continued correspondence regarding your recent experience with Sapphire Softech Solutions LLC.

  
  We understand your concerns and frustration regarding the situation. However, based on our records and communication history, it appears that ************** was not given the opportunity to work on your devices, as you mentioned. Therefore, it is indeed puzzling how your devices could have been affected without our intervention.

  
  We want to reiterate that our company is committed to providing legitimate and professional services to our customers. We take pride in our reputation for offering responsive and competent support to address our customers' needs.

  
  While we regret any inconvenience or distress this incident may have caused you, we assure you that we do not engage in any malpractices or unauthorized activities. Our priority is always to ensure the satisfaction and security of our customers.

  
  Regarding your statement that there was nothing wrong with your device, it seems contradictory that you were seeking assistance over the internet to resolve an issue that you believed did not exist. It is unclear why you would be searching for help if there were no perceived problems with your device.

  
  In your previous communication, you requested that there should be no further contact from our company, and we assured you of that in our response.

  
  Still, if there are any further concerns or issues you would like us to address, please do not hesitate to reach out to us. We are here to assist you and resolve any outstanding matters to your satisfaction.

  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 04/10/2024

   I am rejecting this response because:
  They are lying.   The initial contact was through a bogus chat box.  I was trying to install a printer driver and they appeared to help.  They did not help - they abused my computer.
  I was on the phone and screen sharing with these people for more than one hour.    When the screen ever disappeared from my screen and black goes with red behind appeared, I terminated the call.  I took my computer to Best Buy where they said it was too damaged to repair.  They suspected ransomware and other nefarious actions were done to the MacBook I had just purchased.  I had to get a new computer.   This is a bogus company set up to take advantage of people!

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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 02/20/24 I called HP support to get help connecting my new ****e printer to my chromebook. They were unsuccessful and without my consent transferred me over to Sapphire Solutions. Sapphire helped me for awhile then told me I was indanger of being hacked etc and needed a firewall for $100 a year and another $200 to hook my printer on my chromebook and cell and tab.They took my credit information and after over several hours and multiple people could not connect my printer.First. They were disreputable in selling me a firewall for a Chrome OS as it is not needed and they know it. Second, taking money in advance with assurance of success that never happens in connecting my network to printer.Third. passing me around to many people while adding useless apps to my phone over several hours with no success is unconscionable and dishonest.

  

  Business Response

  Date: 02/22/2024

  Dear ***************,

  
  We hope this email finds you well.

  
  We are writing in response to the complaint you filed with the BBB regarding the service and apparent charges.

  
  Upon a thorough audit of our interactions with you, we have found that all actions taken during our calls were carried out with your explicit consent. Your transfer to us, (Sapphire Softech Solutions LLC.)  was conducted with your written consent and agreement on the contract document, which includes your digital signature.

  
  It is important to note that we do not charge any customer upfront before completing the entire work. The sharing of the last 4 digits of your card was solely for filing and verification purposes only, and it is not feasible to charge anything with just the last 4 digits. We kindly request you to verify with your Bank/Card provider about any transaction done under (Sapphire Softech Solutions LLC) and share the proofs to validate.

  
  Regarding the dispute of the supposed $300.00 charge, we believe your claim to be unjustified and unfounded.

  
  Our support managers have made repeated attempts to reach you on both your numbers (8052163771/8204440699) but have unfortunately been diverted to voicemail each time.

  
  We kindly request that you allow our technicians to complete the work and close the case. Your cooperation in this matter is greatly appreciated.

  
  If you have any further questions or concerns, please do not hesitate to contact us.

  
  Thank you for your attention to this matter.

  Regards

  Customer Answer

  Date: 02/23/2024

   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:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/28/23, I was looking for help to install the drivers for a new printer from the ** help line and was redirected to the Sapprine Softech Solutions site automatically without my consent. I was requested by a representative of your company to give personal and private information about myself not realizing that this was only a maneuver to obtain this information for fraudulent use. I was unaware that my personnel information could be shared with other affiliates and didn't realize I have given consent to this arrangement. I believe this contract was executed under deceitful practices. I am requesting that you delete or rescind all personnel information regarding this contract and refund all applicable payments that were accrued on my credit card as of 12/28/23 regarding this agreement. I have evidence that spy ware has been installed on my computer which is an invasion of my privacy and is another illustration of your deceitful practices.

  

  Business Response

  Date: 01/02/2024

  Dear **************,
  
  As was reiterated multiple times by **** on the call with you, our organization has strict policies against soliciting personal information like ***; DOB; DL Number or any other information that *** in any way be construed as a breach of data integrity regulations. We only ask for the "Last 4" of either the *** or the Driver's License for future verification purposes only (if needed).
  
  We as an organization are committed towards maintaining a thoroughly professional and ethical approach towards our customers and any deviation from these policies is strictly actioned upon. Please be assured that you dealt with a ******************* and we are committed to provide the best of support and services to our customers.
  
  As per your request we will proceed to void the service contract under the customer ID - ********* and remove all relevant data from our systems.
  
  As confirmed by **** on the call with you, we will process a refund of $251.00 USD to the same card that was used for the payment. 

  Customer Answer

  Date: 01/02/2024

   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:12/18/2023

  Type:Billing 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.

  Hello, On 12/15/23 my HP printer would not work and when looking at the queue I learned it was offline. I attempted to find information online to fix the problem which instructed me to contact the network administrator. I clicked on HP Help and started an automated chat with "*****" and the automated message was that I needed to speak with a technician and I gave my first name and phone number and received a call back. I was told by the technician that I could take my computer to an HP store for service which would entail days to fix or it could be fixed right away by a technician for $199. I hesitated when told they would remote into my computer to fix the printer issue but I had a document that needed to be printed so I said OK. I was shown a long list of errors and that was the issue and also why my computer was running so slow. I consented for the work. Then I was told that my McAfee subscription should be deleted because it was not compatible with Windows 10 and was told I needed Windows Security and was offered numerous options. I was told unless I got this program the same thing would continue to happen so I said OK to a 1 year plan of Windows Security with the yellow badge icon. Total bill now $349.99. They tried to convince me it would be much more cost effective to take a longer plan but I said no. I gave them my credit card info. My computer is running better and my printer is working. HOWEVER I find no legitimate information that my McAfee is not protecting my Windows 10 and the clincher is there is no Windows Security yellow badge on my computer. When I tried to open the zipped file they d/l on my computer called "Network Security" my McAfee anti-virus refused to open it and said it was a virus. Feels like a scam to me!

  

  Business Response

  Date: 12/19/2023

  Hello ******************, it is just to bring into notice to the team of this esteemed platform that concern raised by our Customer ****************** has been addressed as per her satisfaction (mutually) and the concerned department (billing) has been notified to go ahead and do the needful as per the amicable settlement. It is also requested to kindly **** this case as resolved. 

  Customer Answer

  Date: 12/19/2023

   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.

  I am satisfied with the response and will await a partial refund of the amount paid to them.

  Thank you,  *************************
  

• Initial Complaint

  Date:11/06/2023

  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.

  I purchased a three year service contract for $490 the first service on the contract was great. I had another problem a few days later and could not get in touch with the company all the phone number were wrong, I tired an email after looking on the web site and no phone numbers worked. This suppose to have been a 24/7 service. I received a phone about 3 days later from leaving a message from the company web site. During these period I had call **** of America and file a dispute on the charges. This was done 02/24/2023. The dispute from **** of American said that I should pay the charges which by this time I had got good phone number for the *************** at the company and I had no problem with the payment. This occur in April of 23. I call for service on 11/5 and I was told that they had not been paid. Today on 11/6 I talked to the company and was told the my account was closed because the dispute was in their favor, and I would need to purchase another agreement. They informed me that they would not refund the money and would not complete the contract because of my dispute. I ask if they were going to complete the contract and was told my account was closed. I have a degree in ********************** and I know this id not right.

  

  Business Response

  Date: 11/07/2023

  Hello, we hereby would like to confirm that the concern raised by our Customer ************ has been addressed as per his satisfaction (mutually) and the account is being reinstated as per actuals. You may go ahead and **** this case as resolved.

  Customer Answer

  Date: 11/14/2023

   Better Business Bureau:This item has been resolve and I am happy with how it was resolved
  
  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:07/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14, 2023 I was having trouble with my printer working as it simply was off-line. Not knowing how to put it on-line I went to my MacBook and googled how to fix this problem and the next thing I know I was connected to someone on my phone. He began showing me all of my supposed problems with my printer, disregarding my simple question about how to put my printer back on line, and said they could and should fix it immediately, not mentioning any charge. They then asked if I had any firewall protection for my MacBook and I said I wasn't sure. He then said how important it was to have that protection and that they would need access to my computer in order to see if I had any protection. They requested my password, which immediately made me uncomfortable, but I was now worried I didn't have firewall protection, so I relented and gave them my password. Then everything started moving very quickly as I watched them move inside my computer doing God knows what. Throughout this entire process they kept telling me what a reputable company they were and that I shouldn't be worried. They then told me they could see no sign of protection and how my computer was at risk. They offered me a plan for a firewall lifetime protection for $599 and now, after feeling I had no other choice but to install their firewall protection, I reluctantly gave them my credit card. Sapphire then sent me a list of things they said they had performed. After thinking through all that had so quickly just transpired, I was sure I had been scammed. I immediately changed my password and then called Apple Support. I read them the list of tasks Sapphire said they had done, and the Apple representative actually started laughing, saying the tasks listed were bogus and looked like a definite scam. They also said Apple provides firewall protection on all their products saying there was no need for my $599 purchase. The company has my credit card pending and I request they not charge my card anything.

  

  Business Response

  Date: 07/27/2023

  Dear Ms. ********,

  
  We understand your concern however, as per the case notes and emails/signed documents, we found that the primary issue you were facing with your devices (Mac Computer & HP LaserJet MFP M29w Printer) has been taken care by our technician as per your satisfaction and even the same has been mentioned on the “Technician’s Work Confirmation” email sent by you.

  
  All companies strive to deliver the best of the services to their customers, and we are no different. As a company our objective is to ensure all our customers are well versed with technical nuances and challenges to ensure they are completely protected and secured. Even you were repeatedly assured that you will have a complete peace of mind regarding your device’s concerns because our technicians are always available (24x7) Support to take care of any kind of issues you face at any point of time.

  
  As far as the Authorized Payment is concerned, we would like to bring into your notice that the amount of $599.00 USD authorized on 07/14/2023 under transaction id. ********** is still on a hold status and we have not completed it at our end yet. You may go ahead and verify about the same with your Bank/Card Provider as well.

  
  If we had any intentions of scamming you, we would not be waiting for your consent to complete the Authorized Payment, nor would we be available on an esteemed platform such as the ‘Better Business Bureau’ where our profile speaks volumes about the kind of organization we are.

  
  We as a company follow a policy of “Customer’s Satisfaction First” and that is the reason we give all our customers, 24-48 hours to check the performance of the devices our technician worked on and later to that, we take a Telephonic Feedback from the customer before completing the payment at our end. We have made multiple attempts to contact you through phone and email and have never once got a response.

  
  Even the documentation shared with you clearly states that you have up to 30 days’ time to cancel your plan and get a refund. However, you have chosen not to directly respond to our calls or emails and instead have approached a public forum making claims which speaks volumes about you as a person.
  
  As mentioned earlier we have still not completed the charge for the support provided to you based on your agreement to a Support Plan offered and will Void the transaction and move your case to our free support bucket.

  
  

  

  Business Response

  Date: 07/31/2023

  Hello Ms. ********,

  Subsequent to our previous response and upon agreement for the cancellation of the purchased services against Full Refund, our billing team was notified about it, and they have already voided the Authorized Payment and initiated the refund to your source account. We hope that you must have received the funds in your account by now. 

  It was upon your consent that we proceeded to initiate the paperwork and registered you as a customer in our system and as mentioned in our previous correspondence, we as a company follow a policy of “Customer’s Satisfaction First” & while we found that you are not happy with the purchased services the reversal of authorized payment was initiated from the billing team. We as company always wish to have a "Happy" & "Satisfied" customer with us onboard.

  PDF for the refunded transaction with the covering letter has already been emailed to you on 07/28/2023. In case you still need any further information, please contact/write us back. We appreciate your business.

  Customer Answer

  Date: 08/02/2023

  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:05/15/2023

  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.

  On May 12th I was trying to install my new cannon wireless computer when I spoke to cannon they suggested. I used their technicians to get it going all free of charge..... So I get these foreign people on the phone and the one guy is telling me that I have a lot of junk on my computer that he has to. Clean off and then he gets his supervisor on the line to charge me $600 for their work. I am unsure that anything was really done other than getting. My printer going and the reason for the $600 is not a viable reason because I believe they put spy Ware or something on my computer that they. Can come along a month or 2 from now thinking? I'm all set and start taking money out of my checking account or my credit cards. At the very least I would like a refund for everything that they supposedly did in charge me $600 for when the set up was supposed to be. Free according to Canon.

  

  Business Response

  Date: 05/19/2023

  On May 11th 2023, Ms. ***** contacted us (Sapphire Softech Solutions LLC) to fix the issues she was facing with her devices (Canon TS3522 Printer & Win 10 Computer). Once the issue got diagnosed we offered her a support plan for 1, 2 & 3 years wherein she gets 24*7*365 access to technicians for any issues at a cost. She chose to buy a 3 Years Support Plan wherein she agreed to pay $600.00 USD. All the related documents & Unique Customer Id was given to her upon her Authorization against the chosen Support Plan. Our Technicians spent 2 hours to fix all the issues & fixed all the issues to her satisfaction. Standard service agreement documents were signed & agreed & she also given the opportunity to give her feedback of her experience and work done, as per documents, was very satisfied & excellent all through (Attached for your reference). Thereafter, the billing team charged her $600.00 which was agreed as per the chosen contract.
  
  Our customer service team contacted her on 12th May to check for her experience wherein she showed her hesitance in continuing with the plan. Case was assigned to the billing team & we mutually agreed to settle the agreement for a one time payment of $99 and rest $501 refunded back to her account. For the records, billing team requested Ms. ***** to send an email confirming the refund.
  
  After receipt of email on May 13th, refund of $501 was initiated closing the loop. But somehow she still went on to complain about us on BBB. 2 hours of technician's work, $89.90 worth of software was installed.
  
  As a company we strive to give best of the services to our customer hence we are open 24*7*365 days but we also acknowledge that one cannot keep everyone happy, so can't we. Ms. *****, we still have $99 of yours, let us know if that also needs to be refunded?
  
  Moreover, as far as your concerns about your system, we assure you that system is all safe & secure & no one can access it without you giving access..
  
  We have attached the refund receipt along with for your reference and all the documents and proofs can also be shared upon requirement. 

  Customer Answer

  Date: 05/19/2023

   I am rejecting this response because:
  
  The supposed "software" that  was put on what is it supposed to do.

  My whole issue is that I was sent to the technicians by  Canon....as I was asking for help connecting my new printer.   Her exact words were " let me connect you with "our" technicians & don't worry - IT'S FREE.....

  So imagine my shock atvthe $600 bill....and he stated my computer was full of "junk" making it very slow.  I had just gotten it back from being cleaned in Florida and this was the first I had turned it on. So how and where did the so called junk get in there ? Unless they put it in there ??  They told me I had to do this for the printer to be able to be connected.  Yes, I agreed initially, but when I called the computer place I used in Florida he said that's BS....get your money back.   I had already spoke to Fred and he agreed to drop it to $99....BUT, my computer technician in Florida said ...installing a $50 printer costs you $100 - that is highway robbery.  Get ALL of your money back !

  Fred was not budging so I got BBB involved.

   

  

  Business Response

  Date: 05/25/2023

  This is an unfortunate incidence wherein we as a company have already sorted and settled this matter talking amicable with you (Ms. *****) and after receiving your email for a partial refund, we promptly acted and, in just few mins, the refund was initiated on May 13, 2023. It was very well explained over the phone call as well about the $99.00 charge which included a cost of Driver Updater Software Installed which has a cost of $89.90 & the technician’s fee (One Time Fee) of $99.00 and this in total comes to $188.90 however, we settled it at a one-time fee of $99.00 only and the balance of $501.00 was refunded immediately.

  
  The Software installed on the System with license key was just to keep all your System Drivers Updated that you should never face any trouble in future regarding corrupted drivers.
  As a company we take pride in our services and customer-centric approach also we offer our customers responsive, competent, and excellent services. Our customers are the most important part of our business, and we work tirelessly to ensure their complete satisfaction.
  
  Moreover, there are people who contact us with an issue and don’t have money to pay, we offer free support to them, and we have several customers whom we have already rendered our services free of cost.
  
  As we have already shared in our previous response that out of different Support Plan options you only chose to purchase this one and authorized us to proceed further with the issue resolution and post resolution the payment was authorized. Nothing was hidden and everything was done in front of you only.
  
  Upon your agreement only that $99.00 was kept as a one-time fee else we would have refunded you the entire amount, as already shared that we believe in Customer’s Satisfaction First and, we believe in helping people with their technical issues and provide free of cost support as well, who cannot afford to pay.
  
  Please be assured that you dealt with a “Legitimate Company”, and we are committed to provide the best of support and services to our customers. We have been in business for a considerable time and have never in any way implied to be associated with or representing OEM brand in the market and, we do not indulge in any kind of malpractices at all.
  If you still feel that we are at fault, we will request you to kindly mark us an email and we will refund the remaining $99.00 as well.

• Initial Complaint

  Date:01/12/2023

  Type:Billing 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.

  First of all. I never gave this company a debit card, but they are able to take money out of my acct. I started having problems with my printer. A chat popped up from HP and offered help. I trust HP and talked to them. Soon she ask if I would like her to send me to one of their techs. Yes, that will be fine. He went into my computer and changed my drivers. It was a brand new laptop and there was no way I had so many bad drivers. He told me I needed to pay him 150.00 and he would fix the drivers like new. When I told him I had no money, he went down on the amount, and he got it down to 50.00. I told him I didnt have a debit card and I wasnt paying him anything. He argued a lot. He told me that the printer I had was one of their best models, which was not true, it was the cheapest one at Walmart. A few weeks prior to this I received a new printer in the mail and didnt know who sent it. It never worked right and I had went back to a cheapy. The printer he was talking about was more like the one sent to me that did not work. I put it together and I feel like he sent it to me and when I needed help, charged me. That night he went back into my computer and fixed all the drivers that he had corrupted. I had went to check them out and knew how many were bad. Next morning, they were not bad. But he didnt fix the printer. I never gave him money, Last month he called and wanted his Dec payment. He said Nov. had gone thru but not Dec. I told him, I never gave you a debit card, you are a scammer. Today I see where he took out a Jan, payment without a card. So he had to have gotten my acct. number when he was checking out my computer. I guess I will have to close out my acct. and get a new one. I do not know who to go to about this.

  

  Business Response

  Date: 01/15/2023

  Hi Jessica,

  Ms. ***, placed this order herself on the website of Computeroids and opted for an annual plan to be billed monthly @9.99 USD/mo.

  While she did contact the support line for assistance it was with her express consent that our technician contacted her and guided her to place the order on the Computeroids website and the subsequent resolution for the issues she was facing.

  We do not send any printers to anyone out of the blue, nor do we have the ability to start charging any customer arbitrarily without a written agreement or an online order being placed for the services. 

  In this case the order was placed by Ms. *** herself and was contacted by our dedicated support team where the technician spent time to fix the issue she was facing and Ms. *** also sent a Payment Authorization Email as well as the Service Confirmation Email that she availed the service and was satisfied with the work done.

  This being an annual plan billed monthly, our customer service team did contact her with respect to the outstanding (Declined) payment for the month of December 2022 where she started claiming that she never made any purchases for the service and hung -up.

  All the respective documents corroborating the purchase receipt and her consent email and also we have attached the payment receipt stating the Honored & Declined Month's herewith for your perusal. Please find all the attached files.

   

  Thanks & Regards: