Business Profile
Tech Support
OnTech Smart ServicesHeadquarters
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Complaints
This profile includes complaints for OnTech Smart Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/26/2022
Type:Product IssuesStatus: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 Tech was called because of a pop-up on the Nest screen I was looking at. I called the number assuming they were a part of the Nest program. A person told that a technician could come out to check it out. I asked if it cost. He said $129.99.I told him that Nest services were free for new users. Since I was having trouble, I agreed. He scheduled an *************** never saw ( camera) a technician come to my home. I was charged the $129.99 from my bank account on December 2, 2022. I called Ontech to get a refund. A person told me that I would get a refund back to my account. I have received nothing as of today, December 26, 2022. I received no service, so I want my $129.99 back.Business Response
Date: 12/30/2022
December 29, 2022
***************************
10919 ******** St.
***********, ** 64131
Re: BBB Complaint #********
*************
Dear ******************:
On December 27, 2022, we received your complaint, dated December 26, 2022, filed with the Better Business Bureau.
You said your technician never showed. You stated that you contacted us for a refund but never received it.
A review of our records indicate that your $129.99 payment was refunded to the credit card ending in **** on November 29, 2022. Please contact your bank regarding this refund if your records do not reflect that it was applied to your account.
We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing your experience to our attention. I will forward your complaint to the appropriate personnel for internal review.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:12/07/2022
Type:Customer Service IssuesStatus: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 11/23 I purchased a ontech membership for $213. They were to provide services for install of a ****** nest. They were to come on **** **** am and did not show up. I called them and they said they could have someone come by 4 pm on 12/4. They did not show up. I was rescheduled for 12/7 10-12 no one showed up. I called and they said they didnt have me on their books. I have taken 2 days off work and they have not shown up waisted my vacation time from work and my best still doesnt work correctly. This company is scamming people for their money and dont provide service.Business Response
Date: 12/12/2022
December 12, 2022
Mr. **** St. *******
2232 ********.
*****************, ** 43035
Re: BBB Complaint #********
*************
Dear Mr. ***************************** December 8, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.
You said you had two technician appointments, but no technician arrived. You requested a refund.
A review of our records indicate that a refund was processed on December 7, 2022.
We sincerely regret any inconvenience this issue may have caused and we appreciate your feedback.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:12/06/2022
Type:Service or Repair IssuesStatus: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 hired ontech to install a ring doorbell in March 2022. The technician upsold me on a mesh wifi system claiming it was needed for signal strength. Over the next months on a house that is unoccupied as a rental, i had continual problems with the cameras outside dropping. I thought it was the cameras and spent hundreds of dollars for adt to keep coming out to change cameras. I returned home in November and had ADT come over again. They tested the signal and it kept changing. Turns out it was the Linksys mesh router i paid $364 for as the upsell that was plain defective. I called Ontech for the 3rd time and got no where with them, To make it clear, they are crooks. They offered a free $100 garage upgrade for $5 and the tech that came said they are not even stocked.Bait and switch which is a crime. I expect a full refund for the $362 and they can pick up their Linksys towers and return them as manufacturer states a one year warrant on defective merchandise but they only reimburse the buyer ehich is Ontech. I also expect compensation for the bait and switch garage opener which shows as not in stock. They never refunded or compensated me for a package deal where 1/2 the package not provided. These guys are dishonest and i will file with the attorney general over bait and switch if i am not refunded in full.Business Response
Date: 12/13/2022
December 12, 2022
***************************************
64 *******************************************************
Re: BBB Complaint #********
*************
Dear ******************:
On December 7, 2022, we received your complaint, dated December 6, 2022, filed with the Better Business Bureau.
You said that the Linksys Velop Mesh router does not work.You also said you never received the $5.00 LiftMaster Garage Upgrade kit. You requested a refund and additional compensation.
Please note that OnTech offers a 60-day workmanship warranty. As we do not manufacture the devices we install, we do not offer product warranties. As you allege that the router is defective,you must contact Linksys to file a warranty claim. Please visit ******************************* for more information.
A review of our records indicate that the LiftMaster Garage Upgrade could not be installed due to circumstances beyond our control. You were offered, and you accepted, a technician coming out at a later date when you were available to complete the upgrade, but we never heard back from you to reschedule it. You confirmed this information when you contacted us on February 15,2022. During the call, you said that you would call us to reschedule the upgrade when you were at the property.
As we do not offer product warranties, we are unable to provide you with the refund you requested. Additionally, as you agreed to contact us to reschedule the LiftMaster Garage Upgrade kit but you opted not to do so, we are unable to provide you with any compensation for this issue. If you would like to receive a refund rather than reschedule the technician visit,please contact me directly and I will refund your $5.00 payment. Otherwise, please contact us to schedule a technician visit.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/13/2022
Complaint: 18535728
I am rejecting this response because: Linksys rold me rhat they only provide one year to their resellers which is you.
Sincerely,
***********************Business Response
Date: 01/04/2023
January 3, 2023
***************************************
64 *******************************************************
Re: BBB Complaint #********
************
Dear ******************:
On January 3, 2023, we received your rebuttal, dated January 3, 2023, filed with the Better Business Bureau.
You said that LinkSys only provides warranties to resellers.
Please note that our agreement with LinkSys differs from consumer agreements. As we are not the end-user of the product, a consumer warranty would not apply.
Please contact LinkSys regarding your request, or refer to ********************************************************* for their warranty Frequently Asked Questions.
As I advised you previously, we do not manufacture LinkSys equipment; therefore, we do not offer a manufacturers warranty for their products.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalations Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 01/11/2023
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. Your service for the garage opener was excellent so i am taking the loss.
Sincerely,
***********************Initial Complaint
Date:12/06/2022
Type:Service or Repair IssuesStatus: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.
Amazon recommended OnTech to install Ring Security cameras at my home. I met with an OnTech representative and he recommended four cameras with solar adapters because he was not an electrician and could not hard wire the cameras. On 10/27 I purchased the cameras, paid the tech fee and purchased an OnTech membership for $1,258.78. The cameras were installed, but they never worked. The batteries were constantly empty or appearing low. So, I called OnTech and asked for a refund. I received a label and sent the equipment back to OnTech. After the tracking showed that it had been returned, I noticed that I had not received a refund, so I called. I was told that because the system never worked, I would receive a full refund for the membership, equipment and service fee. On 11/21 I was told that I should expect to see 3 refund transactions within 7 business days. On 11/22, OnTech refunded me $770.36 and $274.43 - but, I was $213.99 short. 12/1, I called to check on the third transaction and was told that the request had been made and that I should receive a refund within 5-7 business days. On 12/5, I sent an e-mail following up on the final refund that I never received and did not receive a response. I called again today and was given the same story - I should expect the refund within 5-7 business days. At this point, I am frustrated - it should not be my responsibility to keep calling OnTech every 8th business day to ask about my refund and to be told that it will be coming in another 5-7 business days! OnTech should do the right thing and refund me for a membership that I tried to use, but was not able to because the system never worked! I've attached a jpeg of my OnTech charges/refunds from my credit card, so you can see dates and amounts.Business Response
Date: 12/12/2022
December 12, 2022
*****************************
826 ***********.
*****, ** 68114
Re: BBB Complaint #********
*************
Dear ********************:
On December 7, 2022, we received your complaint, dated December 6, 2022, filed with the Better Business Bureau.
You expressed concern about the level of customer service you received and indicated that you had not received your refund.
A review of our records indicates that your third refund was processed on December 7, 2022.
We sincerely regret 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,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:12/05/2022
Type:Service or Repair IssuesStatus: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.
Horrible experience when calling them for doorbell and cameras setup for my home as a customer I shouldnt be treated this way with a disabilityBusiness Response
Date: 12/12/2022
December 9, 2022
*******************************
6729 *********************************************** 11365
Re: BBB Complaint #********
*************
Dear ****************:
On December 5, 2022, we received your complaint, dated December 5, 2022, filed with the Better Business Bureau.
You expressed dissatisfaction with the level of customer service you received.
I reviewed your call and found that you contacted us regarding purchasing and installing an outdoor ****** Nest camera. As you were initially unsure what other products you might need, the agent you spoke with offered to have a technician visit your home to provide advice regarding what products would work for you and their installation. When the agent advised you that there would be a $49.99 charge, you demanded that it be waived and that the service be provided free of charge.
When the agent explained he was unable to waive the fee, you requested the installation of two outdoor ****** Nest cameras and a doorbell. When you were advised that the soonest date available was December 14, 2022, you demanded a sooner date, even after the agent explained that our technicians were fully booked for installations through that date. You then requested that he contact our dispatch office to schedule a sooner date. When he said he already had and that the 16th was the soonest, you terminated the call.
While we appreciate your feedback, I found no instance of poor treatment on the part of our agent. He provided you with correct information and courteous service throughout the call.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:12/04/2022
Type:Service or Repair IssuesStatus: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 ordered a tech through ****** to have a thermostat put in at my home. Ontech sent a technician out who installed the thermostat. While the technician was at my home he tried to sell me on many other products such as cameras, doorbells, and memberships to their company. I did not buy anything. I now have a second charge on my account for another thermostat installation and membership fee which the company will not remove. I emailed and called for almost a week before receiving a response. I am being told because I ask a question about our second thermostat the charge is valid. All I said to the tech was that we had an error message but were working on it ourseleves since it was already installed, I just simply needed to look up the code and hadn't yet. He took it upon himself to hit a button and restart it (all in less than a minute). He never installed a second thermost or did anything other than hit a button, that again I did not ask for. At the time I didn't think anything of it but now seeing the additional charge, I feel like because I didn't buy anything after that, the tech put those charges on my account as retaliation. I never authorized or recieved any other products, services or memberships. Ontech will not say anything other than "the charge is valid" when I have told them, it is not. The charge is not valid, I paid full price ($130) to have my thermostat put in (they sent out an email saying it was a $100 less right after I'd made my order but they wouldn't honor that either). I would like a refund For the second unauthorized, invalid charge of $200. I have already paid for the services recieved.Business Response
Date: 12/12/2022
December 9, 2022
*******************************
1283 ***************.
********, ** 28056
Re: BBB Complaint #********
*************
Dear **************:
On December 5, 2022, we received your complaint, dated December 4, 2022, filed with the Better Business Bureau.
You said that additional charges were applied to your credit card account without your knowledge or authorization.
A review of our records indicate that the charges to which you refer were previously refunded. You were refunded $97.49 on December 1,2022, and $100.97 on December 8, 2022.
We appreciate you bringing this issue to our attention. I have forwarded your complaint to the appropriate personnel so we may investigate and address them internally.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/12/2022
Complaint: 18521023
I am rejecting this response because:thank you for your response but your information is inaccurate. I was refunded ***** on 12/2 ( after I filed a complaint) and I have not been refunded anything further since.
Sincerely,
***************************Customer Answer
Date: 12/14/2022
I have now received a payment back from this vendor and need to close this out but I'm not sure how to do so can you please take care of that for me?Initial Complaint
Date:11/28/2022
Type:Service or Repair IssuesStatus: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.
05/22/2022 A Ring Doorbell was installed by Ontech employee. Since then, I have been getting Streaming Live Error messages on my Ring app when I tap on Live view when I leave my residence. The more I use Live View, the more streaming live errors I receive. I had no idea what was going on! Then 11/26/2022 I clicked on Dashboard, then Front Door Online, then Device Health and then I saw the problem! Transformer Voltage POOR, SIGNAL STRENGTH RSSI -65. My question is why didn't Ontech installer for my Ring Doorbell check to make sure I had adequate power and checked my "Device ****** before he left. By me being a first-time user, I had no idea what to look for or where to look to find out why I was getting constant error messages of concern when I leave my home. It is evident the Ontech employee who installed my doorbell was not knowledgeable to install it. I have gone through 6 months of turmoil trying to figure out why my Ring Doorbell has not been operating properly in Live View. On 11/26/2022, I clicked on "Transformer Voltage" it shows," Poor (in red) & ********** doorbell transformer doesn't supply enough power." We recommend installing a Ring Hardwired Transformer or Plug-In Adapter." On 11/26/2022 I was told by Ring my RSSI should be much lower, and my Transformer should supply ***** VAC. Please send out a higher level Ontech Manager who is experienced in installing my Ring Doorbell Pro 2 correctly so I will no longer have these streaming error problems when I leave my residence. My internet speed is 400 mbps.Business Response
Date: 12/05/2022
December 2, 2022
*****************************
7066 *******************.
*******, ** 38018
Re: BBB Complaint #********
************
Dear ****************:
On November 29, 2022, we received your complaint, dated November 28, 2022, filed with the Better Business Bureau.
You said that your Ring doorbell is displaying a signal strength error. You requested that a manager be sent to your home to troubleshoot the issue.
Please be advised that OnTech offers a 60-day workmanship warranty. We will correct any issue if you notify us of the defect within 60 days of the completed work and if we confirm the existence of such defect. According to our records, you have not contacted us since your appointment on May 22,2022.
Please note that our technicians check the installed product for issues before they complete each job as part of the regular installation.
We offer a troubleshooting service for $129.99 for the first hour of diagnostics, and at a rate of $94.99 per hour thereafter. Please visit https://www.ontechsmartservices.com/products/smart-home-help or contact us at ************** for details.
Additional research found that the error you are receiving is due to the Wi-Fi signal. Please review the article at https://support.ring.com/hc/en-us/articles/217271526-Understanding-RSSI-Values-and-Wireless-Signal-Strength or contact Ring for troubleshooting.
As we were not notified of the issue in a timely manner, we are unable to provide a free diagnostic appointment.
We sincerely regret 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,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/05/2022
Complaint: 18469496You stated in your response the sentence below:
I am rejecting this response because: please note that our technicians check the installed product for issues before they complete each job as part of the regular installation.However, ever since your technician left after 05/22/2022, I have been getting streaming errors on my Ring Doorbell. I am not a technician, and I did not know where to go and look to see why I get these errors almost daily. However, last week, I happen to click on Front Doorbell and immediately clicked on Device, then Front Door Online, then Device Health, then the message was shown TRANSFORMER VOLTAGE - POOR.
I will never use your service again and will inform Ring today about your denial to come back out and install a transformer or correct this issue because this message has been coming on my iPhone since the doorbell was installed. By the serviceman not correcting it 05/22/2022 it just enables your company to get more money out of me. I see now why you are rated 1.85 out of 5, to date.
*************************Initial Complaint
Date:11/22/2022
Type:Product IssuesStatus: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 scheduled an appointment with On Tech to have a technician install a ********** Connector to resolve an issue with my ****** Nest Thermostat. I was initially charged $126.80 for the installation. When the technician arrived, he advised me I would need to purchase and additional adapter and pay an additional installation fee of $54.17 to proceed with the service. Within a day of the appointment I received the same error message indicating the issue I had contacted OnTech to resolve had not been addressed. I came to learn that neither the connector nor the adapter were properly installed. I contacted OnTech by phone and e-mail requesting a refund and was told a manager would call me back within 4 days. I still had not received a call back a week later. I was able to get a manager on the phone nearly two weeks later on 11/22/22. The manager not only refused to process the refund, but stated the company would never do so. This company engages in misleading and deceitful advertising and selling practices. They do not complete the services they are contracted to do, upcharge customers during appointments, and offer no meaningful resolution.Business Response
Date: 11/30/2022
November 28, 2022
***************************
1 ********************************., Apt. 10
************, ** 10603
Re: BBB Complaint #********
************
Dear **************:
On November 22, 2022, we received your complaint, dated November 22, 2022, filed with the Better Business Bureau.
You said you scheduled a technician to install a ********** Connector and you added a ********** Adapter at the recommendation of the technician. You stated that you received the same error message after the technician left and you mentioned that neither of the installations were correctly connected.
A review of our records indicate that you initiated the appointment online, requesting the purchase and installation of a Google ********** Connector. During your appointment on November 12, 2022, a ************************** Adapter and installation were ordered as well.
You contacted us on November 16, 2022, and requested a refund of all charges. You indicated that you received the same error message that you had previously received, leading you to posit that the equipment was not installed at all. Our agents offered to send a technician to investigate and resolve the issue, but you declined the offer more than once and insisted on receiving a refund. You were also offered a return label to return the connector and adapter for a refund of your purchase price. As our records show that the work was completed, your request for a refund was denied.
While we sincerely regret any inconvenience this issue *** have caused, as we were never provided any opportunity to investigate or resolve any issue that *** have occurred, we are unable to provide the refund you requested.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 11/30/2022
Complaint: 18451623
I am rejecting this response because: the issue remains that the installation was improperly completed. I was and remain willing to return the adapter for a refund but that does not resolve the issue of the nearly $150 I was charged for installation fees. I hired your company for a service that was not properly completed. I declined the option to have a technician return to my home because I was informed that even if the issue remained unresolved following a second appointment I would not be refunded and your company would instead continue to send additional technicians. This is unacceptable and a huge inconvenience. It is clear that I am not the first to have this kind of issue with your services and I am not comfortable having untrained technicians in and out of my home. I would like to be refunded in full for the inconvenience of the failed installation. I will return the additional device that was purchased during the appointment once I am provided a label to do so.
Sincerely,
***********************Business Response
Date: 12/12/2022
December 9, 2022
***************************
1 ********************************., Apt. 10
************, ** 10603
Re: BBB Complaint #********
*************
Dear **************:
On December 8, 2022, we received your rebuttal, dated December 8, 2022, filed with the Better Business Bureau.
You maintain that your ********** adapter was improperly installed and you continue to request a refund for the installation. You indicated that you are willing to return the power adapter if you are provided a shipping label to do so.
Normally, our product return window is 30 days; however, as a courtesy, I emailed you a return label to return the *********** Power Adapter. Once I receive it, its cost of $14.00 plus any applicable tax will be refunded to you.
Please refer to my previous response wherein I explained that we were given no opportunity to investigate your claims of improper installation or to resolve any issues that you may have experienced with the installed adapter. As we were not provided the opportunity to verify your claim, we are unable to provide you with a refund for service rendered.
Our regular process, should we be contacted regarding any claims of workmanship is to dispatch a technician to investigate and resolve the claim. Per our service guarantee at ************************************************:
We provide a 60-day workmanship warranty on all service(s) following the installation date.In the event you (i) notify OnTech of a defect in workmanship of services within 60 days of the installation date and (ii) we confirm the existence of such defect of workmanship, we will correct such defect.
As you opted not to allow us to verify any part of your claim, we are unable to provide the refund you requested.
Please note that our technicians are fully trained and vetted prior to being dispatched into the field.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/14/2022
Complaint: 18451623
I am rejecting this response.******************,
I would first like to clarify the timeline as the dates outlined in your previous response do not line up. My rebuttal was submitted on November 30, 2022 and I first reached out to your company well within the 30 day period and found it exceedingly difficult to get in contact with a representative. I also attempted to reach you by phone as you indicated in your initial response on November 30, 2022. I left a voicemail and to date have not received a call back. Your response, dated December 12, 2022 comes nearly two weeks after the fact.
Your response was limited to the power adapter and still does not address the issue with the faulty installation of the nest power connector. I appreciate your willingness to process a refund but $14 is not an adequate resolution as it does not account for the service fee or the cost associated with the power connector. Please note, I was charged nearly $180 in total.
As indicated in my initial complaint and response, I was told by your customer service representative that your company will continue to send technicians to my home repeatedly if the issue were to persist. I would be willing to allow a technician to assess the situation if an assurance is made that I will be refunded in full if the problem continues to persist.
Sincerely,
***********************Business Response
Date: 01/06/2023
January 5, 2023
***************************
1 ********************************., Apt. 10
************, ** 10603
Re: BBB Complaint #********
****** - ************
Dear **************:
On January 4, 2023, we received your second rebuttal, dated January 4, 2023, filed with the Better Business Bureau.
You indicated that you disagreed with the timeline of my previous responses, and you said you attempted to reach me but had not received a call back. Additionally, you said my responses were limited to addressing your power adapter and I did not address concerns regarding your installation.
The dates on our responses are the date we receive your complaint and the date you submitted your complaint.
Please refer to my previous two responses wherein I explained our policy regarding our 60-day workmanship warranty and the fact we were not given any opportunity to verify your claim. If you contact us within ********************************************************************** workmanship, we will correct it.
Should you wish to have a technician out to investigate and correct any issues, I would be happy to arrange that; however, as our records show your initial work order was completed, we are unable to provide a refund for this issue.
I apologize, but I do not show that I received a voicemail from you; otherwise, I would have called you back.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Service
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:10/22/2022
Type:Service or Repair IssuesStatus: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 first called OnTech in July 2022, their sales rep told me they could help me with a specific smart home product. That turned out not to be the case they transferred me to a technician. I asked to be transferred again to a customer service rep to immediately cancel my membership. They took my information and said it would be done in 3 business days. That didn't happen. Since then I've been charged for a monthly membership. Every month I call to cancel and they say they can't cancel my membership while on the phone but are willing to 'create a ticket and escalate the case.' Nothing happens and I keep getting charged. OnTech needs to provide a full refund for all monthly membership charges. When I try to cancel my subscription through my account, I get an error code. It seems that this company's subscription services are designed to keep people trapped and paying with no way out. No only that, but they don't provide the service that their representatives claim provide at the time of enrollment. It's a fraud.Business Response
Date: 10/27/2022
October 25, 2022
Mr. *************************
813 *****************************************.
*********, ** 72404
Re: BBB Complaint #********
************
Dear ********************:
On October 24, 2022, we received your complaint, dated October 22, 2022, filed with the Better Business Bureau.
You said you wished to cancel your OnTech Smart Support account, but you had been unable to do so. You requested to cancel your membership and receive a refund.
We sincerely regret any inconvenience this issue may have caused and appreciate you bringing it to our attention. Your account has been canceled and your payments have been refunded.
Please note that I reviewed your calls to us and found that during your initial conversation, you enrolled in Smart Support without telling the agent exactly what device you were having issues with. You only stated that ****** Nest Support had indicated that they could not resolve your issue and directed you to contact OnTech.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:08/24/2022
Type:Sales and Advertising IssuesStatus: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 tech did not complete the service I paid $220 for. On top of that this company committed perjury by forging my signature. Do not use this company to have your ring camera installed. The person came and gave me the product and told me it was easy and that I can do it myself. When I called several times and spoke to customer service telling them I need the proper installation that I had paid for, they said they could schedule someone and else would be calling me, but they never called. Then I attempted to call them again and they said the deadline for installation had been met and they would charge me another $100 for installation. This is probably the worst customer service and I was told by my bank that they do this all of the time because they know customers Sign me all of the time because they know customers will not spend the time to *** them in court over $200. If you want installation go to another company for purchase security cameras and products from ******* that are easy and cheaper that you can install yourself.Business Response
Date: 08/30/2022
August 30, 2022
*******************************
1008 ********************************************************************
Re: BBB Complaint #********
************
Dear **************:
On August 25, 2022, we received your complaint, dated August 24, 2022, filed with the Better Business Bureau.
You said that the technician scheduled to install a Ring camera did not do so. You indicated that they handed you the camera stating that it was easy to install yourself. You requested a refund or a free technician visit.
When I spoke with **************************, I informed her that I reviewed the call we received regarding this installation, and found that she contacted us indicating that the camera was installed, but she was having issues working it. When I spoke with her today, she confirmed the camera was installed, but she was unhappy with the installation.
We received one call regarding this installation on May 21,2022, which was after our 60-day warranty period had ended. *************** requested a supervisor call her back. A supervisor attempted to reach her by phone on May 26, 2022, but received no answer.
While we sincerely regret any inconvenience, as the camera was installed, and as we were not contacted in a timely manner afterward, we are unable to provide a refund or free service.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 08/30/2022
Complaint: 17764222
I am rejecting this response because:The response from Ontech (****) was very aggressive and unprofessional. When I informed him of the installation not being done and the installer telling me to climb up and install and sync the camera on my own. Also, that my signature was forged and thats perjury. He laughed and said its only perjury in court. This shows how they have no shame in their defiance. After that it became a back and forth argument. He had no intent to resolve the issue. He was completely out of line. Please make consumers not only aware of their shady business , but also aware that their customer service workers unprofessional bullies.
Sincerely,
***************************
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