Complaints

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

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  GatorTech

  5218 SW 34th St Gainesville, FL 32608

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  GatorTech

  3600 SW Archer Rd Gainesville, FL 32608

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:11/18/2024

  Type:Delivery 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 placed a pre-order with GatorTec (upgraded) for an ** ******* *** on November 2, 2024. They claim to be an ***** premier partner. When I contacted the company to get the estimated shipping date they said it is December 19th since ***** won’t start assembling this units until the second week in December. Since it was going to take so long I wanted to cancel the order. They told me they are unable to cancel the order since the laptop is a custom build, I added more memory and hard drive space. The reason given is because according to them ***** will not let them cancel the order. Not only I can’t cancel the order but also I’m not able to return it once I receive the product at the end of December. I think I have the right as a consumer to cancel the order, specially considering they laptop was not even manufactured yet. The cancellation/return policy was not displayed anywhere at the time the order was placed

  Customer Answer

  Date: 11/19/2024

  I checked again all the steps in the purchase process and there is no warning, fine print or any indication for a customer that a custom build order cannot be cancelled or returned. If I knew that was the policy I would have never placed the order in the first place. I think consumers deserve the right to know before they make a purchase. The only thing I could find is a note that the laptop was a customs build and that it will ship directly from *****. Attached are screenshots of each step. I have made several attempts to contact customer service via chat to cancel the order without success. Regarding the amount paid I wanted to clarify that the total cost is to be financed by ******** **** at 36 payments with zero interest. I technically have not paid for the laptop yet, I simply want to cancel the order and that is all I’m asking from Gatortech (Upgraded). 

  Customer Answer

  Date: 11/19/2024

  I checked again all the steps in the purchase process and there is no warning, fine print or any indication for a customer that a custom build order cannot be cancelled or returned. If I knew that was the policy I would have never placed the order in the first place. I think consumers deserve the right to know before they make a purchase. The only thing I could find is a note that the laptop was a customs build and that it will ship directly from *****. Attached are screenshots of each step. I have made several attempts to contact customer service via chat to cancel the order without success. Regarding the amount paid I wanted to clarify that the total cost is to be financed by ******** **** at 36 payments with zero interest. I technically have not paid for the laptop yet, I simply want to cancel the order and that is all I’m asking from Gatortech (Upgraded). 

  Customer Answer

  Date: 11/19/2024

  This are the last two screenshots of the purchase process from www.getupgraded.com (GatorTech), as you can see there are no warnings before placing an order that a custom build cannot be canceled or returned. Considering that this is a very expensive purchase, in my case it is almost $5K I think consumers deserve to know prior to making a purchase that it cannot be canceled or returned. I really appreciate if they can help me, all I want is the ability to cancel my order and it is important to remember that the product was not even manufactured yet since it is a custom build. I do’t see any reason why the order cannot be canceled.

  Thanks for your help.

  ****

  Customer Answer

  Date: 11/20/2024

  I was contacted today by Gatortec (Upgraded) customer service to to provide an update on the shipping estimate and they asked me if I still wanted the product. I communicated to them that I wanted to cancel the order and a few minutes later I received an email confirmation that my order #**** was canceled.  I just hope the update their website to ensure customers are aware of the cancellation/return policy for custom build before making a purchase.

  Since Gatortec already cancelled the order please go ahead and close the complaint. I’m very happy with the fast resolution and their customer service team was effective in addressing my complaint.

  Thanks for all your help.

  ****