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

• 

  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:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We scheduled an appointment and PAID IN ADVANCE with ontech for 12/7 at 10a-12p for an installation of simplisafe alarm system. By 2p, no one has shown up. We called and they have no idea where the technician was. We took the day off from work and appointment was canceled just like that. Completely unprofessional. Did not even give a courtesy call and they have no knowledge regarding their employees.

  Business Response

  Date: 12/11/2023

  December 9, 2023
  
  
  
  *****************************
  1549 *****************
  *******, ** 30329
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On December 7, 2023, we received your complaint, dated December 7, 2023, filed with the Better Business Bureau.
  
  You stated that you scheduled an appointment for December 7,2023, between 10:00 am-12:00 pm for installation of an alarm system. You indicated that when the technician did not arrive by 2:00 pm, you contacted customer service and they were unable to inform you of where the technician was. You expressed your dissatisfaction with the experience and you requested a refund.
  
  Our records indicate that on the day of the installation the technician was running late. We apologize for any inconvenience this may have caused.
  
  Your order shows that you called and canceled it on December 7, 2023, when the technician did not arrive within your requested time window. As a result, I submitted a refund of $124.99.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Home Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Smart Thermostat Installation from OnTech on 11/3/23 and installation date on 11/10/23. The technician wasn't able to successfully install it and as aresult he damaged my HVACunit (fuse damaged). I called customer service and another technician came on 11/13/23 and told me I will need to find a HVAC Pro.I called and emailed customer service regarding a refund of $******, customer service on phone refused to refund, and no reply on email. I also submitted a damage claim to damaged claim department of OnTech and it has been approved. I also need ****** to be refund.

  Business Response

  Date: 12/08/2023

  December 6, 2023
  
  
  
  ***************************
  ******************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear ************:
  
  On December 6, 2023, we received your complaint, dated December 5, 2023, filed with the Better Business Bureau.
  
  You said that your HVAC units fuse was damaged, and you had to replace it at a cost of $146.99. You requested a refund.
  
  Since this issue is associated with damage claim #******, which you filed on November 14, 2023, it has been referred to your claim agent to determine how to proceed.Please be advised that you may be required to provide information specific to this issue before a resolution can be determined.
  
  Sincerely, 
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20962632
  
  I am rejecting this response because: $146.99 is the original fee I paid for Smart Thermostat Installation to OnTech, not the repair cost. Damaged claim team said they don't handle refund for fee I paid to OnTech for Smart Thermostat Installation. Please see attached file "Orders". 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2023

  December 19, 2023
  
  
  
  ***************************
  ******************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear ************:
  
  On December 18, 2023, we received your rebuttal, December 18, 2023, filed with the Better Business Bureau.
  
  You said that you rejected my response because it did not address the refund you requested. In addition, you were told by the damages team they do not handle refunds.
  
  When we spoke on December 19, 2023, I explained that I was looking into how this matter needed to be handled; although OnTech Smart Services is a subsidiary of DISH Network, they are still a separate entity and I would be in contact once I had more information. However, you called back a few minutes later to inform me that your bank statement showed the refund posted to your account; therefore,this matter is resolved.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:12/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I booked the appointment, I was told that they would successfully finish installing my smart thermostat. 11/29/23 was the date the tech arrived.The person came to our house looked at the issue and said we need to contact an HVAC specialist. This is not something I needed them to tell me. I could have determined that without third party intervention. They were in the house for less than 10 minutes. I was told they would fix the issue and install the thermostat. They did neither. When ****** directed me to them, ****** said they would be able to install the thermostat. The initial email states that it was an install service. I have included a pic of this email. I am requesting a partial refund as their bill was higher than the bill from the company that actually fixed the issue. I am requesting a 50% refund as that would be a normal charge for a diagnosis.

  Business Response

  Date: 12/06/2023

  December 4, 2023
  
  
  
  ***********************************
  21358 ***************.
  ******, ** 77365
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear ****************************:
  
  On December 4, 2023, we received your complaint, dated December 2, 2023, filed with the Better Business Bureau.
  
  You requested a 50% discount, as you are unsatisfied with the thermostat diagnosis you purchased. This is due to several factors: ****** promising that we would be able to provide a solution, the technician was only there for a short time, and you were referred to an HVAC specialist. 
  
  I reviewed your interaction with our phone agent. On that call, per a recommendation from ******, you purchased a diagnostic of a Nest Thermostat that you installed for power-related issues. We informed you that the diagnosis would cost $149.99, and based on what we found, we will provide you a written quote for an hourly rate and parts to resolve the matter, or we may refer you to a third party for a solution. You accepted these disclosures,paid the $149.99 and scheduled an appointment. When the technician arrived and completed the work order, the diagnosis determined the best solution would be involving an HVAC specialist.  
  
  The $149.99 was to diagnose the issue with the thermostat.While it is regrettable the diagnosis led to a referral to another company, we preformed the diagnosis that you purchased. Therefore, no refund is warranted.
  
  Sincerely,
  
  
  
  *****************************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20949496
  
  I am rejecting this response:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/8 I hired ontech to install an outside security camara. I was told that I had to pay in advance before anyone would come. I was told the installation would be $139.09. The gentlemen was very nice. He explained that because my wireless service was poor I should purchase a wifi extender. He quoted me a price for both the installation of the camara and wifi extender (everything included) would be $401.22. I agreed and stated 2x that this price included everything and he said yes. When I checked my credit card bill it showed both the original deposit of $138.09 and the $401.22. So I waited a few days for the refund. It never came. So I called on 11/15 and was told some would get back to me. On 11/17 I called again and spoke with ***** and opened a ticket #******* and was told that a supervisor would call me back in 24/48 hrs and I also request a copy of the invoice again. No reply or call. On 11/27 ****** left a email saying if I needed assistance to contact her. Called on 11/29 and 11/30 and she is never avail, asked for her to call me. Never received a call back. On 11/29 spoke with ********* and was able to get an order no. ****** and again asked for a copy of the bill. Was told that she would do it immediately. And again asked to speak with *****. Not avail. 11/30 called and asked for a copy of the bill and to speak with ******, who's still not avail but they would email her. Still waiting for the bill. All I'm asking is a refund of $138.09.

  Business Response

  Date: 12/04/2023

  December 2, 2023
  
  
  
  ***********************
  ***********************************
  *******, ** 32771
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On December 1, 2023, we received your complaint, dated November 30, 2023, filed with the Better Business Bureau.
  
  You stated that you paid $139.09 for an outside security system; however, during the installation, the technician informed you that your internet service was not strong enough to support the security system. As a result, the technician sold you a ***** extender and advised you that the total price, including the outside security system, would be $401.99. You said that you agreed to pay that amount and you were under the impression the original $139.09 would be refunded. You mentioned that you did not receive a receipt.Furthermore, you expressed dissatisfaction with the customer service you received,as you were unable to speak with a supervisor regarding your refund. You are requesting a refund of $139.09.
  
  Our records indicate that on November 6, 2023, you paid $139.09 for an outdoor camera installation, which was completed on November 10,2023. An invoice was generated for this transaction. A second invoice was generated for your payment of $401.22, which included the installation of two Linksys Atlas 6 Dual-Band Mesh ***** systems.
  
  Both invoices were sent to you on November 1, 2023. As both invoices were for different items with installation, we are unable to honor your refund request.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 19, 2023, I have placed a work order to have my television mounted onto the wall. Dish has referred to me to On-Tech Smart Home protect. At that point, On-Tech Smart Home protect referred me to Asurion to set-up the install. Once I have reached out to Asurion, they have made the appointment for someone to come out to complete the order on November 22, 2023. The fee of $49.00 has been deducted from my checking account. On November 21, 2023, I called to cancel the order at 8:30 am. On-Tech assure me that ******* will resolved the issue. They then transferred me to Asurion to cancel the order and to have the $49.00 refunded me back into my account. I have tried reaching out throughout the day on November 21st. No one knows who I should contact to cancel the order. I am requesting that this issue be resolved.

  Business Response

  Date: 11/29/2023

  November 22, 2023
  
  
  
  Mr. *****************************
  ***********************
  ********, ** 08360
  
  Re:          BBB Complaint #********
                  **************** - *************
  
  Dear ******************:
  
  On November 22, 2023, we received your complaint, dated November 21, 2023, filed with the Better Business Bureau.
  
  You said that you contacted OnTech to have your television mounted; however, OnTech referred you to Asurion. Although, ******* created a work order and charged you $49.00, the work order was canceled. You are requesting a refund of $49.00.
  
  OnTech and Asurion are separate companies and we are unable to refund their charge. You will need to contact ******* regarding your refund request.
  
  Sincerely,
  
  
  
  *****************************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Home Services
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in September I placed an order with OnTech (attaching screenshot the amount charged). Before the technician came out, I cancelled the order for the Ring Doorbell Pro, which they refunded me on 10/09/2023: screenshot attached). When they came out on 10/09/2023 to do the install, it was found out that they mischarged me for a 10 piece installation. It took them until 11/03/2023 to refund the amount (******) after calling multiple times (see screenshot).Also, on October 9th, they only provided one of the two out door cameras that I purchased. Since I never received the second camera I requested a refund for it on 10/31/2023. At this point, I have not seen the refund and they are now telling me they never charged me for it and only charge me initially 852, which is not accurate (see statement for 09/23/2023).They did refund me for the Ring Smart Home Advisor, which shows up as ***** credit on my account.Finally, every time I have asked to talk to a manager, I get told the same thing, there is no manager available to talk too. Here is the new ticket number:1381188 for this issue they provided me.

  Business Response

  Date: 11/28/2023

  November 21, 2023
  
  
  
  *****************************
  *************************************************************************** 72703
  
  Re:          BBB Complaint #********
                   *************
  
  Dear ******************:
  
  On November 21, 2023, we received your complaint, dated November 20, 2023, filed with the Better Business Bureau.
  
  You stated that you placed an order for a Ring Doorbell Pro in September (2023), but canceled it prior to the installation. You confirmed that you received a refund for it on October 9, 2023. However, you were charged for a ten-piece installation kit, which was not refunded until November 3, 2023. You also mentioned that only one camera was installed and you have not received a refund for the second camera since October 31, 2023. You are requesting a refund.
  
  Our records show that your original order was placed on September 22, 2023, for $1,112.77. When you removed the Ring Doorbell Pro, you were refunded $274.36 on October 9, 2023. An additional refund of $43.90 was provided on October 27, 2023, for the ten-piece alarm security installation kit. On November 3, 2023, a refund of $186.56 was provided for the Ring Spotlight camera. In total, your net payment for items purchased was $607.95.
  
  As you were previously refunded for the Ring Spotlight Camera on November 3, 2023, no additional refund is due.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OnTech installed my Ring alarm system two and a half years ago, when we moved into our new home. Recently, we started we started getting warnings that one of the window contacts was reporting a low battery. When I went to change it, after looking up online how to go about doing that, I realized that the contacts were installed in such a way that the opposing contact on the adjoining window was preventing the battery compartment cover from being slid off. When I called OnTech, they informed me that since the 60 day warranty had expired, I would have to pay for a service call. Since a battery would not have to be changed within the warranty period and I trusted the installer do know how to properly place the contacts so that they could be serviced, OnTech should have taken responsibility for the improper install. Instead I had to pay $129.99 to get a tech to walk in the door.

  Business Response

  Date: 10/30/2023

  October 24, 2023
  
  
  
  *******************************
  **********************************
  *******, ** 17545
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On October 24, 2023, we received your complaint, dated October 23, 2023, filed with the Better Business Bureau.
  
  You said that your Ring alarm system was installed two and a half years ago, and the sensors were placed in such a way that the battery compartment is blocked.  You requested a refund for the October 17, 2023, technician visit.
  
  Please note that OnTech offers a 60-day workmanship warranty to correct any issues that *** be found. As the amount of time between your technician visit and your installation is well over ********************************************************************************************** the interim, we are unable to provide the refund you requested.
  
  We sincerely regret any inconvenience this issue *** have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20770445
  
  I am rejecting this response because:

  There is no way we would have known about the incorrect installation within 60 days, because there would have been no need to change a battery within such a short amount of time. Even your technician noted in his report that the installation was done incorrectly. When Ring recommended your company to do the installation it was assumed that you had the required experience. We did not have the knowledge or requisite experience to question the correctness of the placement of the window contacts. 

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

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  #1: OnTech charged me for contracted work not satisfactorily completed. This regarded the installation of a **** Hello camera that ultimately would not ring my house chime or my phone. There simply was no audible chime if a visitor pushed the ring button at the front door. This is unacceptable. I asked the technician to reconnect my old working Ring camera (3-5 min process). The technician told me that my refund would be facilitated by signing added paperwork. However, instead of refunding me $114.99 for the unsuccessful **** camera install, OnTech charged me the same amount for reconnecting my old functional Ring doorbell camera. The OnTech technician also struggled to get the **** camera connected until I suggested that he try using the **** app instead of the ****** app. That worked, but the chime still did not work. He gave up. #2: This regards the failed install of a doorbell transformer. Another tech came to my house (after the first) to install the new transformer. It became apparent that he didnt have the skills to do this. The previous doorbell transformer was installed by an electrician and was securely mounted to the electrical box. The OnTech technician wired the new transformer but forgot to first take off the mounting nut. Therefore the new transformers wires were connected but the transformer was left dangling by the wires (a potential fire hazard). During the process, this technician also didnt understand how wire nuts work and had difficulty connecting the wires. Ultimately the new transformer did not work, and I was told to hire an electrician. OnTech said that I would be refunded $29.99 for this failed install, but this never happened. Here's the breakdown of what I would like credited back to my VISA:**** Hello install fee: $114.99 (#******); Transformer install fee: $29.99 (#******); Total requested: $144.98 My request for a bill adjustment was denied; I asked to speak to a manager, but they never contacted me.

  Business Response

  Date: 10/16/2023

  October 10, 2023
  
  
  
  *****************************
  *****************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On October 10, 2023, we received your complaint, dated October 10, 2023, filed with the Better Business Bureau.
  
  You expressed dissatisfaction with your OnTech installation and you requested a refund.
  
  A review of our records indicate that the work for which you were charged was completed. ************** uninstalled the new doorbell and reinstalled your old doorbell, at your request. As the job for which you were charged was completed, we are unable to provide you with a refund.
  
  ************** indicated issues with the transformer installation. As such, I refunded the $29.99 charge for that work.
  
  Please note that a review of your calls to us did not reinforce your assertion of ongoing issues with your initial installation. Additionally,a supervisor did attempt to reach out to you; however, you had blocked our number.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 31, 2023 I had an installation done by Ontech Smart Devices, Tech *** came out to install a device to my wall, and advise me that my devices would work better if I purchase a ****** mesh from him. I made the purchase, and soon as he installed it and left the device felled. I immediately called the company to let them know, and they scheduled an appointment with me, which they felled to show up. When I rescheduled the appointment I was told that the new appointment would not interfere with my limited warranty. Fast forward now I haven't had my appointment yet and I was told that I no longer have a warranty for the devices. the total installation cost me $600.00 including labor, I would like to be reimbursed, and return the equipment. I called this business multiple times for resolution, and was told the equipment is out of warranty, and this is a security issue because my cameras, and door locks have been off line since the installation, the equipment is not compatible with my internet provider, but was told it was.

  Business Response

  Date: 10/10/2023

  October 5, 2023
  
  
  
  Ms. ******************************
  **********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************************:
  
  On October 3, 2023, we received your complaint, dated October 2, 2023, filed with the Better Business Bureau.
  
  You said your ****** Nest Wi-Fi Pro kit failed after installation. You stated that a technician was scheduled to troubleshoot the system, but he never showed.
  
  A review of your calls to us revealed that on September 9,2023, a work order was scheduled for September 18, 2023; however, you contacted us on the day of the appointment to cancel it. We scheduled another troubleshooting call for October 4, 2023, but you canceled that as well.
  
  Please visit ************************************************ for information regarding our 60-day workmanship warranty and **************************************************** for more information regarding our 30-day return policy. Please note that OnTech does not manufacture the products we sell and install, and as such, we do not offer manufacturers warranties. If you wish to file a warranty claim, you must do so through the manufacturer. If you need troubleshooting for the devices, please contact us at ****************.
  
  As you are outside our return window, we are unable to provide the refund you requested.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20687937
  
  I am rejecting this response because: I had an appointment today (10/10/2023), waited all day for the tech, no one showed or called. 
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 10/19/2023

  October 19, 2023
  
  
  
  Ms. ******************************
  *******************
  ********, ** 11520
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************************:
  
  On October 19, 2023, we received your rebuttal, dated October 18, 2023, filed with the Better Business Bureau.
  
  You said your technician did not show on October 10, 2023.
  
  Our records indicate that you contacted us regarding this issue on October 10, 2023. The agent you spoke with apologized for any inconvenience and offered you a 10% refund of your initial installation. You accepted this offer and a $70.39 refund was processed.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ********************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 10/23/2023

  I have not received the refund.

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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 had my initial appointment scheduled for 8/27/23 between 2-4 pm. I received an email reminder that morning. I waited until about 3:15 pm in case the technician was running late and called the office to find out the **** The customer representative informed me the appointment was rescheduled for that evening around 7:48 pm. I never received an email or phone call with this update. The customer representative apologized and said the technician had been at the same site since 8 am that morning and there were no other certified technicians available that day. I planned my day in advance to make sure I was available during the timeframe and then I had to reschedule the appointment for the following week. They should have communicated this to me directly. I emailed my concerns to ****************************************** on 9/3. I received a response from a customer representative (there was no name in the email signature) who apologized but also put the onus on me. The representative asked if I set the password on my account so I can track the technician. In addition, the representative closed the email by asking me to let them know if I was able to track the technician and set my password. I called on 9/5 to speak to a manager about this experience because the email response exacerbated the issue. The customer representative said that someone would call me in ***** hours. I never received a call, so I called back on 9/7. I spoke to a representative named ****** who stated the timeframe for a call back from a manager is 72 hours because one of the managers is on vacation. I was notified that the ticket/incident number is *******. As of 4:30 pm EST on 9/8, no one from OnTech Smart Services has contacted me. OnTech Smart Services lacks accountability and even basic courtesy to notify a customer directly when a technician is running late or needs to reschedule. Furthermore, management did not follow back up with me. This is unacceptable customer service.

  Business Response

  Date: 09/14/2023

  September 12, 2023
  
  
  
  *****************************
  *******************************************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On September 11, 2023, we received your complaint, dated September 8, 2023, filed with the Better Business Bureau.
  
  You stated that you had an appointment scheduled on August 27, 2023, between 2pm and 4pm. You indicated that at approximately 3:15 pm, you contacted customer service and were informed that the appointment had been pushed back to around 7:48 pm due to the technician running into an issue on a previous appointment. You said you requested a supervisor call back, which you have yet to receive. You expressed your dissatisfaction with the customer service you received and requested a refund of $50.00.
  
  In the interest of customer service, a refund of $25.00 has been issued.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20576548
  
  I am rejecting this response because I believe you may have overlooked the chain of events that took place because of the egregious poor customer service. The appointment time for 8/27/23 was moved (without any direct customer notification). I had to call to find out the estimated time of arrival was now four later than the expected timeframe. I already planned to be available at the initially agreed upon timeframe. As a result, I had to reschedule the appointment for the following week on 9/3/23. When I sent an email to customer service to address these concerns, they basically put the responsibility on me to track the technician. I called on 9/5/23 and 9/7/23 to speak to a manager and on both occasions was assured that someone would get back to me. To make matters even worse no one from OnTech Smart Services management contacted me so I had to reach out to Better Business Bureau.   
  

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

  Customer Answer

  Date: 09/15/2023

  Hi. I responded to OnTech Smart Services on 9/14 to let them know that I rejected their response with a detailed explanation. I received an email notification from my credit card company on 9/15 stating that OnTech Smart Services credited me $25 with a 9/13 date. I requested a $50 refund. This means that they moved ahead with their own resolution before they even responded to my complaint. They did not take the time and consideration to share their resolution plan with me first. This is unfair customer service treatment.