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:08/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super false and misleading advertising. Advertised surround sound sonos set from the first generation product for a fair price, including a picture depicting the soundbar and 2 speakers for both side channels of surround sound audio. Listing said nothing about only coming with the sound bar and one speaker. Terrible deal for only a sound bar and speaker in beat up boxes from the previous generation product. When sonos says surround set they mean all three, also they say its discounted from price of ****** which would be the price of the three not two. They obviously knew what they were doing as if they didnt they would have put package contents 1x next to each one and wouldnt have labeled it surround sound because you cant have surround sound without both. Its bogus. And now its a complete waste of my time because apparently even though the item hasnt shipped they cant cancel the order, Ill have to wait to get it, with the charges already completed just to waste my time and turn around and return it because of the bogus advertising they intentionally do to get rid of old products.

  Business Response

  Date: 08/25/2022

  August 24, 2022
  
  
  
  *******************************
  130 **********.
  *******, ** 28712
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **************:
  
  On August 22, 2022, we received your complaint, dated August 19, 2022, filed with the Better Business Bureau.
  
  You said that OnTech Smart Services provided incorrect advertising, and would not allow you to cancel your order.
  
  Please note that you only provided a single screenshot of a single picture linked to the item to which you referred.  The whole item listing has four pictures clearly showing one Beam soundbar and one Play speaker are included, and an item description detailing as such.
  
  When we spoke, you confirmed that you received the refund that resulted from the cancellation of your order.
  
  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
  
                  *********************

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged twice for a service and on tech refuses to reimburse me. A technician came to my house, installed a cameras, used his phone and my debit card to pay. He said it didnt go through. We went into the house and he said he need to call the office. Meanwhile Im checking my bank account and saw the charge did go through. He is on the phone with the office and I said it did go through. He tells the person on the line that the charge went through and not to charge it again. Apparently she did, he told me she said dont worry itll be removed in 24 hours. I have called them 4 or 5 times. I have been told it would be 24 hours, 48 hours , 72 hours and then 7 days. It has now been 12 days. They have not reversed the charge and I am out $194.39. This was intentional and a scam by the technician and the office. I am on SS retirement and $194.39 is a lot of money to me.

  Business Response

  Date: 08/24/2022

  August 22, 2022
  
  
  
  ***************************************************
  3726 *************.
  ********, ** 29203
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On August 18, 2022, we received your complaint, dated August 17, 2022, filed with the Better Business Bureau.
  
  You said that you were charged twice and you requested a refund.
  
  Please note that your refund was processed on August 18,2022.
  
  We sincerely regret any inconvenience this issue may have caused, and we appreciate your feedback regarding your experience.
  
  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
  Monday to Friday 6:00 AM-2:30 PM MT
   **************
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 08/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I am happy my money has been refunded. When I call your company on August 28th. ****** told me that I had never been charged twice. This is after ****** told me the week before I would  get a refund in 7 business days. 
  when I protested and questioned her further she went to talk with someone and told me that the technician refunded the wrongful charge but he put it in someone elses accounts and that it wont be 7 business days again before I received my money. 
  I am of course happy that I wont have to wait 7 more days. This began on august 5th. Im sure it could have been handled differently. 
  thank you for your response and for returning my money. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/15/2022

  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 8/13/22 we made an appointment with OnTech to come to our home to get our ring doorbell online. The ring doorbell was installed and working for a couple on months and had been offline for two days.The gentleman on the phone said that their technicians were competent and should have us back online in half an hour or so. On Monday August 15,2022 the technician came to our home and said that he could not fix it. The doorbell wasnt working. We called Ring and they were sending us a new doorbell to replace the defective one since it was still under warranty.Since we had given our debit card information on the phone before getting the service they billed us $129. I called OnTech that afternoon and spoke to *******. We asked to resolve this issue by allowing their technician to install our new ring doorbell since we had already paid their technician to come out to say our devise was defective. He said that they were not going to do anything for us.

  Business Response

  Date: 08/19/2022

  August 18, 2022
  
  
  
  *********************************
  11 ************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On August 16, 2022, we received your complaint, dated August 15, 2022, filed with the Better Business Bureau.
  
  You said you contacted OnTech Smart Services because your Ring doorbell stopped working. You scheduled a technician visit, and the technician found that the doorbell was defective. You had it replaced by Ring, but then you requested OnTech to install it free of charge.
  
  When we spoke, you said that during your call to schedule the appointment the agent never mentioned that it was a diagnostic work order,and he guaranteed that the technician would fix the issue.
  
  I reviewed your August 13, 2022, call and found that the agent advised you he was scheduling you a diagnostic work order multiple times.He explained that the technician would check the doorbell and system, and if he could not fix it, he would recommend further action. He did not guarantee any outcome and provided you with our full diagnostic disclosures.
  
  As I advised you during our calls, since you received the service for which you paid, you would be charged for any additional work.
  
  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 to Friday 6:00 AM - 2:30 PM MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17719216
  
  I am rejecting this response because: I received a phone call yesterday in regards to my filing with the BBB.As I wrote in my complaint, the person taking the initial  phone call requesting services emphasized that their technicians would have us back on line in ***** minutes and this would be an easy problem to fix because they were extremely competent technicians.At no time did they mention that the technician may not be able to fix it. I feel that although it may not be considered illegal, it certainly is unethical to try and scam people like that. An ethical company would want to do right by their customers and not try to rope them in to buy a more expensive plan (sure glad we did not fall for that scam). I would like for BBB to recommend arbitration or mediation to resolve this issue. 
  
  Sincerely,
  
  *****************************

   

• Initial Complaint

  Date:07/31/2022

  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.

  This company's website clearly stated, without any qualification, that if I order a Lockly Secure pro lock installation, I can get a free ****** home mini included with it. I relied on that in making my order. I ordered the installation, and I tried to get the ****** home mini with it when checking out on their website, but the code they provided to do so did not work. I contacted the company's customer service (multiple times) to request the ****** home mini shortly after my order. First they said there is no such statement on their website about a free ****** home mini. So I sent them a screenshot showing that the statement was on their website. Then they claimed that offer was expired -- but nothing on the website stated that the offer was expired, or anything like that. Then they said they will escalate it internally and get back to me within a day or two, but they never did. Then they ignored my follow-up inquiries. This is unacceptable business practice by a company, and unacceptable customer service as well (lying about getting back to me, then ignoring me). I would like an adjustment to my **** in the amount of $29.99, which is what the company currently charges for a ****** home mini on their website.

  Business Response

  Date: 08/04/2022

  August 2, 2022
  
  
  
  Mr. ***********************
  13 ****************
  ***************, ** 11050
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On August 1, 2022, we received your complaint, dated July 31, 2022,filed with the Better Business Bureau.
  
  You said that you did not receive the free ****** Mini offered with the installation of Lockly Secure.
  
  A review of our records indicate that this issue was previously escalated within OnTech.  A ****** Mini is being shipped to you free of charge.
  
  A review of your order indicates that the ****** Mini was not added.  Please note that the promotion required for you to add the Mini to your cart, and then enter the promo code MINIONUS.
  
  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: 08/04/2022

   
  Complaint: 17650390
  
  I am rejecting this response because: OnTech responded stating that they shipped / will ship the promised item to me. No tracking number, date or other specifics provided. They have lied to me before so I have no reason to believe them until I receive the promised item.  If I do, I will accept OnTech's response.  Unless and until that happens, I reject their response.
  
  Sincerely,
  
  **************************

  Customer Answer

  Date: 08/08/2022

  This matter is resolved now. I accept the resolution provided by the business. 

• Initial Complaint

  Date:07/23/2022

  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.

  This company on tech was recommended by SIMPLI SAFE to put up my security system. The address WHERE service was to be done is ************************************************************ The first time I called we scheduled an appt ,family member took off from work, they never showed up . Called them , they said the zip code was wrong, they took it down wrong so never showed up. Second time service was due today 7/23/22 between **** am THEY DID NOT SHOW UP AGAIN they said no work order put in WHY NOT..we were set for today after multiple times saying to salesman zip correct day scheduled.. They changed me over 500$ for them to set it up I want my money back after they get and do what they were hired for INITIALLY. THIS company is incompetent, unreliable, and a scam and everyone should be aware of this company thank you

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  
  *****************************
  2626 *********************************.
  ******, ** 34997
  

  Re:BBB Complaint #********
  3776579
  

  Dear ************:
  

  On July 25, 2022, we received your complaint, dated July 23, 2022, filed with the Better Business Bureau.
  

  You expressed dissatisfaction with your experience with OnTech Smart Services.
  

  A review of our records indicate that there was some confusion regarding your zip code during your initial call.  Originally, you provided *****, which the agent you spoke with inputted. You later provided *****, but when the agent confirmed it was *****, you confirmed. As such, your initial work order was sent to the incorrect field office.
  

  When your second appointment was scheduled, a system issue caused it not to be processed correctly. You rescheduled for the last week of July 2022, but you then rescheduled again to August 3, 2022.
  

  As a courtesy for the initial confusion and the system issues, I refunded your $199.99 payment for OnTech + membership. While we sincerely regret any inconvenience this issue may have caused, we are unable to refund your entire payment as you requested.
  

  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
  3801 **************., #***
  ******, ** 80210
  

  *********************
  

  
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17614437
  
  I am rejecting this response because:I am not rejecting their response but I want to clarify their statement .

  Yes, initially I said wrong zip (it was new to me) but during the conversation I said let me check it. I did check and re stated the correct zip. If you put in the wrong zip w technology today you would of seen there is no such zip in ** 

  Then they had the wrong town, I never said Middleton there is no such place in **, i annunciated the town, so that was the MAJOR ISSUE , not zip and I spelt it out ********** **. They not only did not correct the zip as I restated it , they continued to have the wrong town, until multiple multiple  calls made. 
  No one could figure out why I was having issues except one or two employees. 

  Yes, I changed appts because my son took those 2 days off from work and couldnt ask him again to do it a third time due to the company not correcting the issues. I changed appts so I can be present. 
  As a company and tech WHY did no one reach out from your company and say we cannot find your home. Instead they let my son lose 2 days of work and no response regarding situation. 
  Again,w tech today why not,it would of been less stressful . Thank you 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/09/2022

  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 July 7, 2022 I called OnTech to schedule an installation of a SimpliSafe outdoor camera and doorbell to my home in **********. The agent took my information to open an account, charged my credit card $164.98 and set up an appointment for July 13. I received a confirmation sent to my email account with the correct items listed but for someone named ****** in ********, who I do not know. When I replied by email to try to correct their error I was told to activate my account, which I tried to do but couldn't. Today I received an email informing me that I had cancelled my appointment, which I did not do. When I called OnTech today, I was informed that there are two people on the account -- myself and ****** in Virginia. The agent said he could not take her name off my account without her permission, and could not close my account without her permission. Finally, the agent created a ticket #******* and said my credit card would be refunded. I seriously doubt the competency of this company, would like BBB to investigate, press OnTech to refund my credit charge and close my account.

  Business Response

  Date: 07/13/2022

  July 13, 2022
  
  
  *************************************
  2869 ***********.
  ********, ** 91001
  Re:BBB Complaint #********
  3775418
  Dear **********************:
  On July 11, 2022, we received your complaint, dated July 9, 2022, filed with the Better Business Bureau.
  You said that your installation appointment was canceled, and your confirmation emails include information which is not yours.
  A review of our records indicate that information from another work order was transposed to your work order in error, causing your work order to be canceled.   Our records show that a refund for your payment was submitted July 9, 2022, and processed the next day.
  We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing your experience to our attention to be investigated and to prevent this situation from happening again.
  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
  3801 **************., #*** 
  ******, ** 80210
  *********************
  
  

• Initial Complaint

  Date:07/08/2022

  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.

  Hired these guys to install a ********** Connector and they were supposed to come at 10am. Kept calling every 2 hours and they told me they were still coming, yet they never showed up all day. What a waste of my time -- I spent 2 hours driving down to go meet the technician.

  Business Response

  Date: 07/14/2022

  July 13, 2022
  
  
  ************ Will
  14 ************.
  South ********, ** 02664
  Re:BBB Complaint #********
  3775306
  Dear Mr. *********** July 11, 2022, we received your complaint, dated July 8, 2022, filed with the Better Business Bureau.
  You expressed dissatisfaction with your experience with OnTech Smart Services.
  We sincerely regret any inconvenience this issue may have caused.  Unforeseen circumstances prevented our technician from arriving within the appointment window.  Our records indicate that we offered to reschedule the appointment.  You canceled the work order and your payment was refunded.
  A supervisor contacted you on July 11, 2022, and offered a 15% discount on a future installation, but you declined.
  We sincerely regret any inconvenience this issue may have caused, and we appreciate you sharing your experience with us.
  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
  3801 **************., #*** 
  ******, ** 80210
  *********************
  
  

  Customer Answer

  Date: 07/16/2022

   
  Complaint: 17539839
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Will

  Customer Answer

  Date: 07/23/2022

  Company wasted 2 hours of my time driving down to meet the tech in addition to the 2 hours back home. Additionally, I waited from 10am until 6pm or an additional 8 hours for the tech to arrive. In total I wasted 12 hours for this company to not show up. My time is worth $400/hour so their mistake equates to $4800 in damages.

• Initial Complaint

  Date:06/20/2022

  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 two ****** nests from on tech. When they arrived there was only one in the box and it was packaged like only one was in the box the whole time. I ordered two so I called them and they told me they sent pit two, that I needed to contact the shipping company. When I contacted them and they were able to tell me the box only weighed 3 oz on delivery. The other nest was never shipped. I felt scammed and like they didn't want to resolve it at all. I continue to be referred to a **** number and they are claiming no liability. If this is a scam it needs to stop or be stopped please. I would like a refund for the nest I never received.

  Business Response

  Date: 06/24/2022

  June 24, 2022
  
  
  Ms. *******************
  1552 **********.
  ********, ** 45013
  Re:BBB Complaint # ********
  3773720
  Dear ****************:
  On June 21, 2022, we received your complaint, dated June 20, 2022, filed with the Better Business Bureau.
  You said you ordered two ****** Nest Minis but only received one. You requested a refund for the second Mini.
  When we spoke, I informed you that a refund is being processed for one of the ****** Nest Minis.
  We appreciate you bringing your concern to our attention. As I advised you when we spoke, we have processes in place to avoid errors such as this and 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,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  OnTech Smart Home Services
  Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
  **************
  cc: ****** / ******* Better Business Bureau
  3801 **************., #***
  ******, ** 80210
  *********************
  
  

• Initial Complaint

  Date:06/13/2022

  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.

  Technician said he arrived at my house and that my house was unfit for installation of my nest doorbell. But I was never contacted by any technician and no technician ever came to my house. I was still charged full price and received 0 service. No technician ever knocked on my door or anything, I was actually conveniently outside in my front yard when the technician said he actually arrived at 3:33. I can not repeat this enough I am 100% sure he never came and lied about coming because he didnt want to work or whatever the case may be. I have a giant glass front door as well I can see from my couch, where I was when not outside, even if he had came just not at the time reported. I was also then told all I can do is reschedule to another day after waiting from my original appointment time at 12pm to 6pm after updates via customer service due to delays. I need to be compensated for my time wasted sitting at home all day. I am also scared that I will run into the same or similar problem on my rescheduled date, or that I will end up wasting mg entire day once again. This is not service this is borderline a scam.

  Business Response

  Date: 06/17/2022

  June 15, 2022
  
  
  Mr. Tareq ************** ***********.
  **************, ** 34689
  Re:BBB Complaint #********
  3773284
  Dear Mr. ************* June 14, 2022, we received your complaint, dated June 13, 2022, filed with the Better Business Bureau.
  You said the technician that scheduled to install your ****** Nest Doorbell never showed up but closed your work order and noted that the job was unfit for installation.
  A review of our records shows that you rescheduled your installation for today, June 15, 2022, and the doorbell was installed.
  While we are unable to provide compensation for this issue, we appreciate you bringing your experience to our attention so we may address it internally. Ive forwarded your complaint to the appropriate department for investigation.
  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
  3801 **************., #*** 
  ******, ** 80210
  *********************
  
  

• Initial Complaint

  Date:05/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company on Friday May 20th to check out a **** doorbell camera and connection at my fathers home(3153 ************ Springfield, ** *****). They said they were literate on the product. When the tech arrived (at my fathers btw) he said the **** unit was broken and I needed a new unit which happened to be a Ring unit and also their top of the line($250) was all they stocked. The tech was also late he was supposed to show up between 10am and noon. He arrived at 2:15pm at my fathers and my father had a 3:30 appointment. The tech said he could get it done before my fathers appointment. He installed new unit and left without teaching my father how to use it. Finding out about this I called the company next day and they scheduled another tech to come out. The tech (different from the first guy) arrived and took care of the issue. However I still have an **** unit that there is nothing wrong with. I asked for a manager from Ontech to call and discuss and they have not thus the complaint for this horrible company. I also own Amazon shares which owns Ring and has a contract with this horrible company. This is not how you do business. What is wrong with companies these days. I want to be reimbursed for the **** unit which is not broken and they did a bait and switch on me.

  Business Response

  Date: 06/01/2022

  June 1, 2022
  
  
  *********************
  1060 **************
  ***********, ** 43081
  Re:BBB Complaint #********
  3771816
  Dear **************:
  On May 27, 2022, we received your complaint, dated May 27, 2022, filed with the Better Business Bureau.
  You expressed dissatisfaction with your recent experience with OnTech Smart Services.  You requested that OnTech reimburse you for an **** doorbell.
  A review of our records indicate that your issue was escalated previously and your initial $129.99 charge was refunded to you on the credit card account ending in 1008.
  We strive to provide outstanding customer service and sincerely regret that your experience was unsatisfactory.  Please note that our technicians do whatever they can to arrive during the appointment window; however, sometimes issues with their previous work order may prevent this.  We appreciate you sharing your concerns with us, so we may internally address any areas of improvement.
  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
  3801 **************., #*** 
  ******, ** 80210
  *********************
  
  

  Customer Answer

  Date: 06/03/2022

   
  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,
  
  *****************