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Business Profile

Tech Support

The Scarlett Group LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tech Support.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/03/2023

    Type:Service or Repair 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.
    My medical practice contracted with this company for IT service around April 2022. Since we started, they have been absolutely disastrous in their support. They claimed the problem was that our computers were old, despite the fact that we were functioning prior to transferring to them. We bought several new computers, per their advice, yet we continued to have problems. Problems include and not limited to: staff not being able to connect to our network. not being able to connect to email or to printers in the network. Computers would slow to the point of being non-functional. The problem was often related to their security software running in the background. Their staff would not recognize this when they logged in. Their staff often told us there was nothing wrong, or they didn't know how to fix it. If it was fixed, it would take days or weeks. Several items remained not fixed. Lately, we've been told they were understaffed and to expect a call back in 72 hours. Essentially, they are in breach of their own contract to deliver prompt service.We had signed a three year contract but it ***** quickly clear that they were incompetent. We requested to terminate the agreement. They initally refused, then asked us to buy out the entire value. They later asked to buy out 6 months. We have asked for our network user names and passwords since June. These were previously given to them by our last IT support company. We still are paying our monthly agreement despite their lack of fullfilment of services. This will stop this month.They now request us to pay for 2 years of third party contracts. They cost for their request is over $98,000. We have told them we want a complete break from them and would not pay this to them. We have contacted those companies, who have stated their services can be terminated or transferred. This company is breaking the law by holding our property hostage and trying to extort us for their bad, incompetent, non-performance.

    Business Response

    Date: 10/04/2023

    This is a business-to-business contract dispute bound by a confidentiality agreement that was settled.  

The Scarlett Group LLC is NOT a BBB Accredited Business.

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