Complaints

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• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 30, 2024 Amount of money paid: $150.00 by using my Capitol One Credit Card. The business was supposed? to take the virus off my computer. The nature of the dispute is: They are a computer repair company, & my computer had a virus that was supposed to be eliminated. It was not taken care of! I sent a letter re: my complaint. I sent 2 emails regarding my complaint. I called twice to try to take care of my complaint. There has not been one word of solution from this company. The man's name is *****. I think he thought I was a 'soft' target & that I would not know that the situation was not taken care of, or that I might forget about it, or just not bother to get to the bottom of the problem. *************************

  Business Response

  Date: 08/22/2024

  Hello, this customer hired me to to remove a virus from her computer that was preventing it from going on the internet, I removed the virus from her computer at my computer repair shop and verified that the computer could get onto the internet. I called the customer and told her that computer was fixed and could now get online, and that I did indeed remove a virus from her computer. I told her that I could not tell her where the virus came from and to be careful on opening emails, but not to worry if she did get reinfected that I would take care of it again for free. Customer came to my store and I went over best pratices to avoid getting infected again with a virus,and I reminded her that if she get reinfected within the next 90 days not to worry that I would take care of it for free. She paid and I put her computer in her car for her. 

  This customer never called me about any problem with her computer,then about 6 weeks later I get a hand written letter in the mail demanding her money back and that she had hired another computer company to fix her problem at her home. I called the customer and left a message for her to call me but she never did, then about 2 weeks later I get a call from someone calling on her behalf. I explaned to her that the customer never let me know of any problems before hiring another company to work her computer. I would have gladly taken care of any problems hard she just called but since she did not and just used another company there was nothing that I could do for her at this point.

  She signed a legal work order contract that clearly stated that we have a No refund Policy, This customer then decided that the rules do not apply to her and has filed a dispute with her credit card company and is trying to steal my money.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22026408
  
  I am rejecting this response because: After picking up the computer, I returned home & hooked it up, & immediately knew there was a problem.  I did not contact anyone on the computer, so the 'virus' was still there, & I then contacted another person whom I had done business with before, & he indeed said there was a 'virus' & that he would remove it.  He did not know I had gone anywhere else because of this problem.  Also, I contacted a government agency, that did speak with this 'gentleman' who told me that I did not tell him I had a 'virus'. The case was closed, with this agency at that time.  And, additionally I have contacted my credit card company, about this situation & they, up to this time have not heard from this 'gentleman' - & have eliminated this cost from my credit card, for the time being, until it is resolved between him & me.  He certainly knows how to tell a falsehood, & ways to not respond to inquiries.  I would not suggest this business to anyone.  I do think he maybe thought I was a 'soft' target, & would not appeal this injustice he created.  
  
  Sincerely,  *************************
  
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