Complaints

This profile includes complaints for OnTech Smart Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OnTech Smart Services

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  OnTech Smart Services

  45A Commerce Way Totowa, NJ 07512-3106

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2025

  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.

  I have called and emailed OnTech twice to resolve this issue, but they have provided no resolution and been argumentative. Theres never a supervisor available and Im constantly reminded that the visit was non refundable even though the service requested wasnt provided.I was very surprised by how unprepared for the appointment my OnTech service provider. They arrived at 10:45am nearly an hour after the end of the 8-10am service window driving the vehicle of another company (dish), had zero equipment with them to provide even though I had been clear that I planned to purchase available items at this appointment, recommended I purchase random non-****** items from ****** to meet my needs and were generally extremely unhelpful and seemed uninformed. We wanted to buy items on the spot and have them installed and were told the tech had no items on hand at all nothing; no door bell, no smart locks, no indoor or outdoor cameras, or no mesh extenders. He had nothing in his truck he said.I usually dont write reviews about terrible service but I felt like I paid a reasonable price to get someone licensed to bring equipment with them and provide an install same day if I wanted it and this person had nothing.I even doubted that they worked for OnTech thats how inept they seemed.I am now back in the market looking for a service provider who can do the job that I thought OnTech would do: provide me with necessary tech for my home.The tech also seems to have forged my handwriting on the receipt. They never asked me to sign anything at the appointment but send me a document afterwards claiming I signed it.

  Business Response

  Date: 04/17/2025

  April 16, 2025
  
  
  
  Mr. *** ***
  MD *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ************************ 14, 2025, we received your complaint, dated April 13, 2025, filed with the Better Business Bureau.
  
  You stated that you are dissatisfied with your appointment,as the technician did not have the equipment you desired to purchase in his van. You also stated that you did not sign a service agreement. In addition,the technician arrived in a third-party (DISH Network) vehicle. You would like a refund.
  
  The work order you requested is a Smart Home Advisor. As shown on our website, these appointments typically last less than an hour and will provide the following services:
  
  Test your Wi-Fi speed and check your wiring to make sure your home is compatible for connected home devices
  Recommend products and product combinations based on your needs and your home
  Help set up your account, download any apps needed and connect your devices to your account
  Answer any questions about existing smart home products, and connect them with any new devices
  
  You received the service as described. It does not provide any guarantee that the equipment you wish to purchase will be on site; solely that you can purchase it if available.
  
  The Service Agreement you said was not signed explains your rights as a customer. It verifies the technician was at your home (which you do not dispute) and performed the Smart Home Advisor work order, which was completed. These Service Agreement terms are also available on our website for review prior to ordering the service.
  
  OnTech Smart Services is a subsidiary of ************. With that being the case, it is not guaranteed which logo is on the side of the vehicle; however, the technician is fully trained on provided Smart Home Services, and would be able to provide credentials indicating such.
  
  The service you received is nonrefundable and a refund is not warranted in any case. If you wish to purchase the recommended products, we are happy to schedule an installation and use the $49.99 you paid for this appointment towards the installation costs.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ********* *****

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23198994
  
  I am rejecting this response because: the technician did not recommend or make available to purchase any materials we requested. He did not check or Test or WiFi. The services you offer were not provided at all.

  The Technician being at my doorstep and saying he couldnt provide any services or recommend materials or help purchase any desired materials is not the service I paid for. There was no smart advisor at my home; just someone who said they couldnt be helpful to me and to go to Amazon to see what I can get. In addition I paid an additional $20 for premium service which was not provided either; more like garbage bottom barrel service.

  I had ****** Nest cameras ready to be installed. I had ****** extenders also ready to be installed and I was told he doesnt have the tools to help with installation.

  When you dont provide a service youve advertised to provide, you should provide a refund. I expect the full ~$72 amount refunded and plan to report this fraud to the state ********* as well.

  Sincerely,
  
  *** ***

• Initial Complaint

  Date:03/13/2025

  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 February 18, 2025, I contacted OnTech to schedule the installation of a security system for a residential building owned by the company I work for. During this call, I paid $384.95 using my personal credit card and specifically requested that a receipt be sent to me via email so I could submit it for reimbursement.Despite spelling my email address multiple times, the OnTech representative entered it incorrectly. As a result, I never received the receipt. When I contacted OnTech to correct this issue, I was informed that they could only send the receipt to the email address associated with the accountan invalid address due to their own error.I have since made multiple attempts to resolve this issue via phone and email. Each time, I have been denied assistance, and when I requested to speak with a supervisor, I was told that one was not available.This has caused unnecessary inconvenience, and I simply need OnTech to correct their mistake by sending the receipt to the correct email address. I request that OnTech provide a copy of my receipt immediately so I can complete my expense report.I hope to resolve this matter quickly and expect a prompt response.

  Business Response

  Date: 03/19/2025

  March 18, 2025
  
  
  
  Ms. ******* ********
  AL *****
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear Ms. ******************* March 14, 2025, we received your complaint, dated March 13, 2025, filed with the Better Business Bureau.
  
  You stated that you have not received an invoice for an installation we provided, even after speaking with customer service. You requested one be sent out.
  
  When your account was created, it was with an incorrect spelling of your email address. Therefore, any emails sent outincluding invoiceswill end up at this incorrect email address, regardless if it is updated in our system. This prevented our customer service from sending a statement out to you.
  
  While we spoke on this concern, I emailed you a copy of your invoice. You confirmed that you received it and it met your needs.
  
  I regret any inconvenience this caused. 
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 03/20/2025

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/06/2025

  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.

  Friday Jan 24, 2025 met with ON TECH consultant (paid for this appointment) to come up with design for home security system (alarm and camera) using RING. Had successful meeting with the on tech employee.He instructed me to buy certain products on the ring website. Some of the products needed to be bought through on tech and others that they did not offer needed to be bought through ring website. I purchased all these products that day with the consultant as well as had to prepay for labor.I had appointment scheduled Feb 2 for install. I got confirmatory text the night before about my appointment. The location is not my primary residence so drove 1 hr to the property and waited the 2 hour given window and no one showed. Called on tech and was told it was weather cancellation. Weather (although some light snow was predicted the night before that then changed to clear) was perfect with sunny and clear conditions.I then rescheduled for March 2. I got the confirmatory text the night before. Once again drove the hour to the site. Again awaited the technician and no one showed in the 2 hour window. When we called on tech we were told the products I ordered through them in January did not all arrive correctly and they needed to reorder some and that is why no one ********* neither case did we receive a cancellation ********* this point it is too late to return the products I purchased online in January at their recommendation (outside the return window).I have called more than 5 times to speak with a supervisor, each time being told a ticket will be opened and one will call me within 3 days, yet I have never been called back by a supervisor. The phone operators say they cannot do anything to compensate me for the 2 missed appointments. So at this point I am stuck with products and a company I do not want to use and unable to speak with a supervisor that might be able to make things right in some way.Requesting mediation and assistance from BBB.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  
  
  Ms. ******* *******
  NJ *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ****************** March 6, 2025, we received your complaint, dated March ******, filed with the Better Business Bureau.
  
  You stated that you missed two appointments: one on February 2, 2025, due to weather conditions, and a second on March 2, 2025, due to incorrect equipment. Also, when you requested for a supervisor to call you back, you never received a call. Due to these delays, you are unable to return the equipment that was purchased separately from OnTech, and you do not want the installation scheduled for March 22, 2025. You would like to be called back and to receive compensation. 
  
  Your account history shows that on January 11, 2025,you scheduled a Smart Home Advisor appointment for January 19, 2025, but it was canceled due to weather. We attempted to call you around 5:00 pm the day before (on January 18, 2025), but we were unable to reach you to reschedule. When we spoke with you on January 19, 2025, we rescheduled the appointment for January 24, 2025. 
  
  On January 24, 2025, you rescheduled this appointment to February 8, 2025, based on what the advisor recommended. On February 3, 2025,this appointment was rescheduled via the application to February 22,2025. On February 19, 2025, the appointment was rescheduled via the application again for March 2, 2025. On February 27, 2025, you called in saying you may need to delay again due to an electrical issue, but opted to keep the March 2, 2025, appointment. Unfortunately, this appointment was missed due to an equipment issue. When you attempted to talk with a supervisor about this,you did not receive a call back; however, a supervisor did make an offer for 10% off the installation, which was declined.
  
  When we spoke, I found there was an incorrect phone number on file, which caused the contact attempt to fail. I corrected the phone number, which you can confirm by logging into the OnTech page. I also provided a 20% refund ($580.00) to the card on file due to the missed appointments. In addition, I provided feedback to the management group regarding your experience (an internal process). You accepted this resolution.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ********* *****

  Customer Answer

  Date: 03/17/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/20/2025

  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.

  We purchased a new home and moved in on 2/15/25 and wanted Ring cameras installed. We scheduled a consult with OnTech to come out and tell us what we needed. We told him what we wanted and indicated we wanted our cameras hard wired because we didn't want to deal with frequent battery issues. He indicated he couldn't do hard wiring, but recommended letting them do the install and add solar panels and we would not have to charge batteries. He indicated we could always have the cameras hard wired later if we wanted to. We didn't know exactly what equipment to order so he used our system to order the cameras and solar panels from ******. He indicated he would come personally to do the install once the equipment arrived since he saw the job and had already met him. I paid $437.10 to install one ring doorbell, and two Spotlight Cam **** cameras. An installer came 4 days later, and the installer looked at the equipment and said, "these solar panels will be an eyesore." He also said the panels do not get around having to charge the batteries like the first tech indicated. He installed the cameras without the solar panels but couldn't get the doorbell to work. The doorbell kept buzzing and wouldn't respond to the cameras so he removed some device from the downstairs doorbell to stop the buzzing. He didn't do anything with the upstairs doorbell so it buzzed all night. I woke up this morning and the camera on the garage is already low and needs to be charged. It hasn't even been 24 hours yet! I feel lied to and felt pressured into this install by the OnTech *** knowing full well they were not able to provide the services we needed/wanted to be completely satisfied. I called the office and complained and was told, the install is done and now I must eat the cost even with an inoperable doorbell, a dead camera and my wallet being $436 lighter. Now I need to hire a real electrician to come out and correct what I already paid OnTech $436 for which seems unfair. Help!

  Business Response

  Date: 02/26/2025

  February 26, 2025
  
  
  
  Mr. ***** ********
  **************
  **********************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ******************* February 20, 2025, we received your complaint, dated February 20, 2025, filed with the Better Business Bureau.
  
  You stated that on February 10, 2025, you had an OnTech Smart Home advisor recommend a Video Doorbell and two outdoor cameras with installation. The service was set to be powered by a solar panel. When our installer arrived on February 15, 2025, the installation was not fulfilled to your satisfaction and the solar panels do not seem to hold much of a charge. A follow-up call failed to resolve the matter, so you requested a refund.
  
  When we spoke on the phone, I offered a free reassessment with a senior technician. OnTech has wired options that may have resolved your concerns with the low battery and would not require a solar panel. You declined this offer, as the cameras have already been installed by another provider. Due to this, I offered a full refund and you accepted this resolution. Please allow 7-10 business days for processing. You did mention a potential issue with your card; if the automated process fails, a check will be sent after the refund is rejected by your financial institution. If this happens, please allow standard mailing time for the check to arrive (5-7 additional business days).
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Home Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 02/26/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/27/2025

  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.

  We bought a security system about 6 months ago and we paid OnTech to to install. Their representative ***** ***** installed. He also sold us two solar panels to our outside cameras that he said we had to pay cash for since it was not a part of the OnTech. He said this would relieve us from having to charge the batteries on the cameras. We paid him $100 cash. Four weeks ago our camera stop working. We called OnTech to come out see why. They charged us $158 for a service call. The OnTech representative, ********, said the solar panel was not working and the camera was not charging. He said this was a side job by ***** ***** and he would have ***** **** me. ***** finally called and he said it was a hardship for him to come out and fix??? I called ******** back immediately and he said he reported ***** to his manager and that someone would be calling me and will make everything alright. He said to give the a few days as they had to let it go through Corporate. 3 days passed and I had not heard anything. I called ******** back and said someone will be calling me. A week went by and nothing. I called ******** back and got his voicemail and told to call me back or have someone call me back or I will report fro BBB. Now never called back. I called again today and it rang and picked up then immediately hung up. Called right back and went immediately to voicemail. I would like ****** from Corporate to contact me, please. I will continue to call ******** until I get a response.

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  
  
  Mr. **** ******
  Safety Harbor, FL *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ***************************** 27, 2025, we received your complaint, dated January 27, 2025, filed with the Better Business Bureau.
  
  You stated that you purchased a solar panel from an OnTech technician for $100.00 six months ago. However, it was not working and you could not resolve the issue. You requested a refund.
  
  Per our terms of service (available on our website), the warranty for any devices purchased through OnTech is through the manufacturer itselfnot us. You would need to work with the manufacturer of the solar panel for a permanent solution. Unfortunately, returning them is also not an option, as the items were purchased on August 12, 2024, and are outside of the 30-day return window.
  
  As a gesture of customer service, I issued a $100.00 refund,nonetheless. Please allow 7-10 business days for processing.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  I selected this company to install 2 outdoor wired cameras and a doorbell camera. The tech came on 12/24 and did the job. The doorbell and 1 camera was installed fine but one camera he did a bad job:-First the cables were run in the ceiling of the garage and at the end of the day they fell from the ceiling.-Second he burned the garage opener motor. After install he asked my wife; do you use the garage opener? and she replied that we do use it a lot. Our mistake was not testing the door before he left.I had to contact a company to replace the motor and created a claim with ontech. Claim ******. I gave all supporting documentation and I received a call ton 01/22/25. The call indicated that the claim was denied because the tech said we told him how and where to plug in the camera and he said he warned us about it. If I hire a professional tech its because I am not expert and if he gave that warning we would have listened. On the contrary, he never mentioned anything and left after that mysterious question if we use the door at all. This was not an expense that we had planned and its because an unprepared tech that did not do the job correctly. I don't think this is the way to treat a customer and they should take responsibility on the quality of techs they hire. I used the same company years ago and they did a good job and that was the reason I hired them again. Its easy for the tech to lie and say he did not do it but the evidence is clear. Even the claim coordinator said that the supervisor checked the pictures and indicated that camera should have not been plugged there. That was the tech decision not ours.

  Business Response

  Date: 01/29/2025

  January 28, 2025
  
  
  
  Mr. ****** ********
  ********************************************************************
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear ******************************* 23, 2025, we received your complaint, dated January 22, 2025, filed with the Better Business Bureau.
  
  On December *******, you notified us of damage that you said was caused by one of our employees and/or by our equipment during a scheduled appointment at your residence.
  
  We have performed a thorough investigation of this allegation and determined that the damage was not the result of the work performed by our technician or of our equipment on December 24, 2024. Our findings indicate that the installation was standard.For this reason, the damage claim is denied. As a result, no reimbursement or payment will be made to you or anyone you may have contracted to repair your property
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22845341
  
  I am rejecting this response because it is based on the technicians word and when the Business review the pictures they indicated what I have been saying: the install should not have been done that way. The technician did it that way and did not mention if there were going to be any issues installing there. The only thing we mentioned is that the same business installed the previous camera in there and that way and it worked for years. Now they are saying it should not be installed that way. They did the previous job as well and it worked, now that a problem rose from a bad install and a suspicious question: do you use your garage door? Then the business indicates its not their fault.

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/14/2025

  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.

  1/14/2025 I am looking to buy a ring security system and wanted a consultation. From the ring website, I was directed to Ontech's site: *********************************************************************************************** On the site, there was a sign saying:FREE Phone consultation with a Smart Home Advisor.Create a custom Smart Home plan with our expert Call 866-ONTECH5 I have attached a dated screenshot of this.I then called the number at 8:05 AM and talked to a woman who kept telling me that there was no such thing as a free phone consultation and that the information was wrong. I asked her why the website was telling me differently and she said that she was giving the correct information and there was nothing else to tell me. I asked if I could talk to someone who could help correct this false advertising and she said there wasn't and that she couldn't help me in any way. I am not trying to be a difficult person, but I think that false advertising is very wrong. Not only that, if someone points out false advertising, I think it would at least be helpful for the employee to note it and pass it on so that it can be corrected. I was looking forward to consulting someone on the phone and then booking and paying for a full Ring install. I am very disappointed in the service I received and the false advertising by Ontech and potentially Ring. I will also be calling Ring to let them know that you are advertising falsely.

  Business Response

  Date: 01/21/2025

  January 16, 2025
  
  
  
  Ms. ****** ******
  ************************************
  
  Re:          BBB Complaint #********
  ************
  
  Dear ***************************** 14, 2025, we received your complaint, dated January 15, 2025, filed with the Better Business Bureau.
  
  You stated that you called OnTech Smart Services for a Smart Home consultation, as advertised on our website. When doing so, you were unable to receive assistance. You requested the website be updated to reflect that no such service is available.
  
  OnTech Smart Services provides a free Smart Home consultation when you call 866-OnTech-5. On the call, a customer service representative will work with the customer to discuss available products and service. After selecting the options you want, you will receive an automated email with a quote.
  
  We regret any inconvenience associated with this process. The call you had was reviewed, and any applicable feedback will be provided.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 01/26/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/18/2024

  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 purchased a SimpliSafe system and hired Ontrch to install system through my house. Recently, I lost power and SimpliSafe was attempting to walk through a reset, however my doorbell needs to be reset and required me to to unscrew the screws to be able to reset. When I looked underneath the doorbell, I noticed the s**** was installed incorrectly, instead of expecting to see the part of the s**** to put the screwdriver in, the actual s**** part is showing, meaning the s**** was incorrectly installed, making taking the cover of the doorbell to reset it basically impossible without breaking it. Ontech now wants to charge me to come back out and fix their mistake because I didnt notice this within 60 days.

  Business Response

  Date: 12/23/2024

  December 19, 2024
  
  
  
  Mr. ***** ********
  *****************************
  **************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ******************* December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You said that you discovered an installation defect with the doorbell while troubleshooting with Simplisafe. You requested we come out to repair it; however, as you are outside the 60-day warranty, it was denied.
  
  Per our installation terms (which are available on our website), we provide a 60-day workmanship warranty following the service date.Considering the doorbell was installed on April 18, 2024, you are outside the warranty; however, considering the circumstances, I set up a technician appointment for you.
  
  When we spoke, the first mutually agreeable date was Friday,January 3, 2025. I also notified the local office of the exact issue, so they may be prepared to resolve your concern.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:12/18/2024

  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 have a complex, multi-zone heating system. I needed a ********** adapter installed in order to support a Nest Thermostat. I was willing to pay for that installation so I would not have to do the research and figure it out myself. When I booked the appointment, I also called the support line to explain my situation and offer some details in order to ensure this would be successful. They would not allow me to provide that information and insisted I had to book the diagnostic appointment. Appointment comes, tech takes one look, snaps a photo, calls his boss, and a minute later tells me this system can't support the adapter installation. 5 Minutes, $169, and no resolution. So I decided I WILL put in the time to do the research and figure it out. 30 minutes on the internet, 10 minutes at the hardware store for a small length of wire, and bam, it is installed. So not only did they charge me just to tell me what they could have told me over the phone had they let me send them a photo or describe the wiring/zone valve situation, but they arrived at an incorrect diagnosis, and I had to solve the problem myself. This is NOT the technicians fault. He was great. My system is old, and I would not expect most folks to recognize how it works. However, he did the right thing in reaching out to his leadership for assistance, and they failed him. I even heard him ask "Can't I just wire it in, the wires all look like they are there." and he was told "No, those valves won't work with this thermostat." Their only advice was "Buy the newer Nest Learning Thermostat. It's compatible." I would not have minded paying if they had fixed the problem. And if the situation really WAS unfixable, I'd have been annoyed, but mostly at the failure to do any preliminary online of phone based diagnostics. However, in this case, they clearly failed all around. No prelim diagnostics, and then an incorrect assessment, earning them a fat fee and leaving me to fix it myself.

  Business Response

  Date: 12/23/2024

  December 19, 2024
  
  
  
  Mr. **** **********
  *******************
  ************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ********************* December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You requested a refund of $169.00 for a Smart Thermostat Diagnostic since you were able to repair the thermostat on your own.
  
  Per our terms and conditions, which are available on our website: Resolution of the issue is not guaranteed.  Diagnostic services do not include HVAC repairs or replacements, electrical modifications, ethernet wire pulling or cable modifications, security system cameras or life safety devices such as smoke and CO alarms, repair of faulty wired sensors, door handle installation or repairs,initial WIFI setup, running new ethernet, replacement router and/or parts.  Products, installations and other connectivity setups must be purchased separately. Due to this being disclosed ahead of time, a refund is not warranted.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22705723
  
  I am rejecting this response because: The diagnostic service specifically includes the installation of the ***************** adapter if it is determined that such an install will rectify the problem.  I confirmed this on the phone call I had with support prior to scheduling the diagnostic appointment.  The person/manager contacted by my technician was incorrect when he said that the problem could not be solved with the Power Adapter installation.  My issue is not that I am asking for a refund due to a failure to receive a service that the terms and conditions clearly say will not be done.  Instead, my issue is that while the on-site technician WANTED to go ahead with the installation, he was incorrectly informed that such an installation was futile and to not proceed.  Had he proceeded, we would not be having this conversation, as everything would be fine.  This is the equivalent of a ** technician showing up, taking a quick look at the ** and saying "Sorry, nothing we can do, you'll need to buy a new **." when in fact, a simple reboot would have fixed everything.  Or a mechanic saying "Sorry, the car is dead, you'll need a new one." when a new battery would have fixed everything.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  
  
  Mr. **** **********
  *******************
  ************************
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear ********************************* 15, 2025, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating the work necessary to complete the Nest Thermostat installation is within the technicians capacities,if he received correct advice from his management. You continue to request a $169.00 refund for the diagnostic service.
  
  A statement from the technician and his management says that the work necessary to correctly install and calibrate the existing thermostat falls outside their capabilities, as the wiring existed at that time. As you indicated, you had to add additional wiring to allow your purchased thermostat to work. Per our terms and conditions, Diagnostic services do not include HVAC repairs or replacements, (or) electrical modifications. Our scope of work is to diagnose the ability to install the requested thermostat, and to do so if it is desired. We regret that you do not agree.
  
  Your refund request is denied.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:12/16/2024

  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.

  On December 9th 2024 ontech was contracted to install a ****** nest camera outside of my home. The cost was $159.99. the amount was paid to the company when the appointment was set. So already paid in full. When the tech arrived for the install he quickly stated he would not be able to do the job. As he was not an electrician. He showed me on his app where he was putting down the job was unable to be completed and that the company was issuing a refund. Told me to look for it in the next 5 to 7 business days to be back on to my card. Today's date is December 16th and I reached out to on tech to inquire about my refund. ***** from on tech told me this was not their issue and I would not be receiving a refund from them. He stated I need to reach out to ****** to get my money back. As frustrated as I was with the conversation I told him I would do just that. So I reached out to ****** and of course their reply was that the charge came from on tech and I would have to seek a refund from them as ****** has no control. So I call ***** back. His customer service was very lacking and he stood firmly on the fact I was not getting a refund and I could contact my financial institution if it was that important. The product was never installed. They were paid in full. I deserve a refund for services that were never performed.

  Business Response

  Date: 12/23/2024

  December 17, 2024
  
  
  
  Ms. ******* *****
  ****************************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. **************** December 17, 2024, we received your complaint, dated December 16, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased an installation for a ****** outdoor camera from us. However, the technician was unable to complete the installation. You contacted customer service for a refund, but you were denied.
  
  Per our refund policy (available at *************************************************************), For installations we are unable to complete on the day of your appointment, we will initiate your refund 14 days after your original appointment date. You are still within this 14-day window. I requested the refund be issued. Please allow 7-10 business days for processing.   
  
  We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue may have caused.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210