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Business Profile

Tech Support

OnTech Smart Services

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tech Support.

Complaints

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

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OnTech Smart Services has 2 locations, listed below.

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    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order date/Order number: AUGUST 19, 2021 - ORDER #****** Paid $199.99 I was told I could cancel at any time and I will be refunded a prorated amount for my membership.The company cannot be contacted. The toll free number you are directed to for billing questions is unreachable. You cannot cancel online, via their app, and you cannot email the company. I emailed the company and received an undeliverable notification.Also, when you dial their toll free number, you are forced to listen to 8 advertisements before you are instructed to another toll free number that is a phone number searching database ***************)I believe the company intentionally makes it difficult for a member to cancel in hope that they will simply give up.

      Business Response

      Date: 05/18/2022

      May 18, 2022


      *******************************
      129 **********.
      **********, ** 60464
      Re:BBB Complaint #********
      3770555
      Dear **********************:
      On May 13, 2022, we received your complaint, dated May 13, 2022, filed with the Better Business Bureau.
      You wished to cancel your OnTech + membership and receive a prorated refund. You indicated that you had trouble contacting OnTech Smart Services.
      When we spoke, we found that you were calling **************, and our number is **************. You also said you had issues reaching anyone via **************. After we spoke, I called that number and was routed directly to OnTechs automated phone system.
      As I informed you when we spoke, OnTechs refund policy states that we will refund membership costs within 30 days as long as no membership benefits were used. As your membership is outside that window, and as benefits were used, we are unable to provide the refund you requested.
      We sincerely regret any inconvenience or confusion 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 Services
      Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/11/2022

      Type:Product Issues
      Status:
      Answered
      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 service from Dish Network for my new RV. I rec'd a satellite shortly thereafter. I never opened the box. Then I realized our TV's were Roku enabled and I didn't need the satellite so my daughter picked it up and took it to ***** to return. That's when I found out it was sent to me by Ontech. After about a month I realized I never got credit for the return. I paid $709.12 which is a lot of money to me. We were in the process of moving back to our house. We had lived with my father for 8 years to take care of him after my mother died. They had a reverse mortgage on the house so we had to go. My daughter put the receipt on top of a printer and it is packed someplace but I can't find it. I called Ontech who refused to help me without the receipt. I explained that they should have a satellite dish extra in their inventory with the serial number they issued to me. Didn't matter. Won't look it up without the receipt. I understand the receipt issue but they can't think I'm not due a refund when they have the satellite. I called dish network to see if they would help and they told me to contact Ontech again. I also cannot believe they haven't done an inventory audit and found they have satellites that they have been paid for yet the satillite is in their possesion. $709.12 is a large amount of money to me and I want my refund.

      Business Response

      Date: 05/16/2022

      May 13, 2022


      ***************************
      3812 ***********.
      *******, ** 20602
      Re:BBB Complaint #********
      3770333
      Dear ****************:
      On May 11, 2022, we received your complaint, dated May 11, 2022, filed with the Better Business Bureau.
      You said that you returned your DISH Network equipment, but you had not received a refund.
      I attempted to reach you at ************** on May 12 and 13, 2022.  Your voicemail mailbox is full, so I was unable to leave a message.  I also emailed you at *****************.
      A review of our records did not reveal that we were not contacted regarding the return of the equipment to which you referred until January 19, 2022.  Your original order was made on October 18, 2021.
      Please note that we offer a 30-day return window.  To initiate a return, we request that you log in to your online account and request a return for the product(s) in question.  We then send return labels.
      You indicated that you shipped the equipment via FedEx.  As the agent you spoke with on January 19, 2022, advised you, we normally work with UPSnot FedEx.  She requested that you provide a tracking number, but you indicated that you did not have it at the time.  She requested that you contact us when you had it, and you agreed to do so.
      As we have no documentation that your equipment was returned, we are unable to provide the refund you requested.  Please contact me with your tracking number, so we may better research this issue.
      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
      *********************

    OnTech Smart Services is NOT a BBB Accredited Business.

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