Complaints

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• Initial Complaint

  Date:05/04/2023

  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.

  Date of transaction November 22, 2022 All communication and transaction was with the owner ************************************Paid geeks.online $1,792.25 via CreditCard. Purchased: Est#*** **** Precision **** Tower.I paid for a **** Precision **** Tower, and instead, was forced to purchase a **** Precision **** Compact that I never agreed to. They are not the same model it is not a tower After I paid in full, *********** texted me on 11/29/2023, telling me that a **** is on backorder and he was going to see what to do. On 12/14/2023, I received a text from ******************************, We got a new order in for the latest model. Beating them up and getting the price match took time. Im sorry about that. The new estimated delivery date is December 31st. On December 23rd, *********** arrived with the product, I opened the box in front of him, and inside was a mini/macro **** Precision **** Compact. I turned to him, and I was like, *****, what is this? He said oh, this is your new computer and I told him nicely that there must be a mistake this is not the product I purchased and paid for and that I told you multiple times before and after I paid that I did not want a compact computer. I asked him nicely if he could return this and issue me the correct computer that I paid for or give me a refund. He said there were no returns & this is now your computer now and quickly left. I emailed and texted a few days later to find a resolution he will ignore the request of the return and the wrong product. I called **** gave the order number, and they stated that geeks.online can return the computer for a refund before 90 days. He kept giving me the runaround and delaying his email response so the 90-day return policy expired so I am forced to keep the product. He did not want to help. I requested a merchant dispute from my credit card told them what happened, and got the full refund on 03/16/2023. On March 24, 2023 I get an email from geeks.online with a new bill showing 90 days past due.

  Business Response

  Date: 05/04/2023

  ******'s claims are without merit. We provided an estimate (EST-781) for a **** Precision **** computer to Defendant on November 22, 2022, which she approved and paid for using a **** card ending in **** to fund a retainer invoice (RET-1830) and raised a sales order (SO-01784). **** had a three month lead time and we arranged for them to send the next model year **** Precision **** with the same specs which was available. ****** confirmed her acceptance of the replacement via text message on December 14, 2022.

  
  The Precision **** with Service Tag 6PVYRT3 was personally delivered to ******'s house and placed it on her desk on December 23, 2022. ****** did not object to the computer at that time and instead waited four days to reach out to **, claiming that the computer was not performing to her needs and requesting a refund. She was reminded at that time that the computer was special ordered for her and was ineligible for a return or refund. 

  
  We attempted to work with ****** to resolve any issues and confirmed that there were no hardware issues. We reached out to **** and asked for a customer service exception that would allow us to accept the return. We were not successful. ****** then filed a dispute with her bank and claimed that the computer was not received. That process was incorrectly resolved in her favor, resulting in a chargeback of the payment made to **. 

  
  Furthermore, Geeks.Online maintains that ******'s claim that she received a full refund from her credit card company is misleading, as she did not provide accurate information to the credit card company regarding the transaction. Now she has the computer and the money. We note that the amount of $1,792.25 from the original invoice (INV-37871) is seriously past due and request that ****** pay this amount and all additional fees related to collection of this amount immediately.
  

  
  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20017514
  
  I am rejecting this response because:
  

  On November 22, 2022, I called GEEKS ONLINE and spoke to *********************************** (owner). I asked him if can sell me a computer with the requirements I needed. He said yes, that I had called the right person for this, and asked me what I wanted; I specifically told him the requirements I needed on the computer. I told him multiple times that I did not want a mini/macro desktop computer since I cannot make any upgrades to them and they do not last long. I repeated to him that I wanted a big/normal size desktop computer that would allow me to add more memory/fans/video cards, USB ports, etc., in the future. I told him that I did not need a monitor, mouse, or keyboard, just the big/normal-size chassis computer itself and all the required components. I told him my budget and asked him to send me quotes. He told me not to worry and that he could get me exactly what I needed.
  After talking a few times that same day, a few hours later, he then emailed me three estimates.
  I then picked Estimate #*** FOR $1,792.25 for the product below.
  Estimate #***
  **** Precision Tower **** Series
  ITEM: Precision **** Tower
  11th **************** Core i7-11700, 16 MB Cache, 8 Core, 2.5 GHz to 4.9 GHz
  Windows 11 Pro, English, French, Spanish
  32GB (2x16GB) DDR4 UDIMM non-ECC Memory
  1TB PCIe NVMe(TM) Gen4 M.2 SSD
  Nvidia T1000, 4GB, 4 mDP to DP adapter (Precision xx20T, ****T)
  Intel Wi-Fi 6 AX210 ******ax Dual Band (2x2) Wireless Module + Bluetooth 5.2
  ProSupport and Next Business ****************** Extension, 36 Months
  He sent me a text on November 22,2022 stating, This will NOT be there long. We should order this today. I went ahead and made the purchase to his company..
  So I went On  November 22, 2022, and I paid $1,792.25 with my debit card to Geek.online for estimate #***; *********** then sent me a retainer receipt, Payment # ****, RET ***** for $1,792.25 ITEM  **** Precision **** Tower, on November 22, 2022, which shows a different business name and address. I called him and told him I needed a corrected receipt for records a taxes, and also this isn't where I want the computer-delivered; he said: not to worry about it and that I could just show my credit card statement to my accountant and that computer will not be delivered not to address in the invoice but to his business address and then he will meet me at a location to hand me the product and then he sends me an email that I will receive the computer on Dec 31, 2022. He sent me a document it as on-site service order #SO-0784 1 computer rate $1,675.00.
  I am happy since I am expecting **** Precision **** Tower.
  *********** called on November 29, 2023, telling me that a **** representative told him that there is a back order on some specs; I said, okay. He then told me not to worry and that he would speak to a **** representative to see what could be done for me.
  Days passed by, and I did not hear from *********** so I decided to text him on December 13, 2023, Morning **** any luck?.  He responded a few hours later, My **** rep is working with his management team as most of alternatives. I'm currently working on cannot be price matched, I responded via text, ******. On 12/14/2023, shortly right after, I got a text message from ******************************, We got a new order in for the latest model. Beating them up and getting the price match took time. Im sorry about that. The new estimated delivery date is December 31st.
  On Dec 19, 2022, he sent me the tracking number via text message and email. The tracking device he sent me was from his company geeks.online not from FedEx/ups/ nor from ****.
  It was showing when the package would get delivered to his location.
  On December 23rd, the product arrived at ***********'s shipping address, and I texted him first thing in the morning about it, and we went to meet at a location.
  Around 4 pm, *********** arrived and was greeted. He stated he wanted me to open the box before him because he wanted to see the computer so did we can both see what came in the box. I opened the box in front of ***********, and what was inside is a mini/macro **** Precision **** Compact is was not the latest model of the **** Precision **** ********* was a completely different product and model,  not even close to the **** Precision Tower model. I turned to him, and I was like, *****, what is this? He said oh, this is your new computer and I was like no, it is not this, not I told you multiple times before and after I paid for the computer I did not want a mini./microcomputer. Can you please take this back? He quickly started backing away and changed his tone and said there were no returns and crossed his arms to avoid grabbing the box back. I was like, what do you mean? I do not want this; this is not what I paid for and what we agreed on! He stopped looking at me and just said there are no returns, and this is now your computer and told me just to try out the product and give him a call if anything and quickly left for his car. I did not know what to do at this point since I paid for a product that I did not receive, and the product that was sent to me is not even close to estimate #***. He just left and did not want to grab the box and take it back. No solution was given for his error in this purchase.
  I did not know what to do, I originally made business with him because I needed a business computer to work in since I work from home, and since he left the computer and the box here, I had to use it to work on December 27, 2022, Once I turned the computer I quickly noticed that it is a faulty product, its kept freezing, the fan kept making crazy noises as it was hitting something inside like clack, clack,***** super fast, like it is about to break, the already installed programs kept crashing and freezing up, and windows the program stops working. The started to turn on and off by itself multiple times and freeze. So I went so I texted *********** on Dec 27, 2023, to remind him that I never wanted this computer to please send it back to **** and that the computer is faulty ( see photos) He replied that He be happy to help but there was no refund. there was no refund ( see text image), and I had to keep it and try it out.
  On Dec 28, 2022, he sent me an email stating let's talk soon I want to make sure you are happy with the computer. So again, he is pushing this computer for me forcefully to keep it. I do not know what to do since he has my money, he left his product because he does not want to return it and now I need a computer to work or I get fired if I do not work. He knows the necessity on why needed the computer.  On 12/29/2023 I replied to his email yes, I would love to be happy
  I texted him on Dec 29, 2022, telling him hey ****************; I hope all is well; I would like to resolve this issue I made a huge investment, and quality is not reflecting;
  On Jan 2, 2023, I sent him an email ( see photos) that The product did not reflect what I paid for at all and the that it was faulty and kept crashing. (it is obvious he gave me another model that I never agreed to and it is faulty look at the images)
  Jan 3rd, 2023, he sends me an email to call him or text him at his number any time. On Jan 4, 2023, I texted him if he was available to speak, We spoke and addressed him my concerns again, and that he needed to refund me the money because this was not the product I wanted and paid for. He then said let me log into the computer to see what was wrong, he logged, and we ended the phone conversation. He did not give me a follow-up on what was wrong.
  On Jan 5th, 2023, I texted him asking him if he was able to finish yesterday, and there was no response; he then texted on Jan 6, 2023, he texted that he was on vacation and that test he ran did now that show nothing was wrong with the computer, and to give it a few more days, all these days no resolution since December 23, 2023.
  On Jan 23rd, 2023, I sent him another email with very details that this product was not it and it is not what I expected and to please refund me the money or send me the computer I originally asked for and pay for a better computer. Also retold him the story when he delivered the computer that I told him December 23,2022 that I did not want this.
  On Jan 24, 2023, *********** replied to the email and states that  **** cannot accept the return and that he could come to tie some cable for me and see why the computer was slow.
  Jan 26, 2023, he sends another email to check-in.
  I called **** and gave the order number, and they stated that geeks.online can return the computer for a refund before 90 days.
  Jan 31st I replied to his email letting him know that this issue is being dragged I spoke to ****, and they can accept the computer for a refund. They will refund him the money so I can get my money back since it is not passed the 90 days and the computer and fan issues.
  Feb 1st,2023 he replied  That there was no return and that we could call **** to fix the fan.
  Feb 3rd, 2023. I emailed him that this was not the product that I paid for in the estimate. And that **** told me they would accept the return. He quickly replied the same day that is a mistake there was no return.
  I just stopped emailing him since he was still not understanding the main situation and kept giving me the runaround and delaying his email response so the 90-day return policy expired so I am forced to keep the product that I NEVER AGREED TO IN THE FIRST PLACE. He should have been honest and told me, Hey I quotes you wrong or let's go another route in getting you the computer you are requesting He did not want to help. since I opened the box in front of him and told him this isnt what we agreed and I paid for.
  
  *********** placed the new order without my knowledge and permission; he never provided and gave me the option to agree on the new replacement order specifying that it was going to be a **** Precision **** Compact because he knew very well that I will not want this computer and I will request a refund and he was going to lose out on a sale. Instead, He goes ahead places the new order, texts me that it was already placed and ready to be shipped and emails me a  geeks.online tracking # without a product description, and he has yet to disclose that it is not the latest model **** Precision **** Tower that he has ordered. I did not find out it was a ****  Precision ************************************** from of him on Decemebr 23,2022 and I told him I wanted a refund and says no refund and leaves the premises.
  So what do I do since I cannot find a resolution with  geeks.online owner, I called my bank and told them everything that was going on from day one. They flagged this as I never received the product, which is true I never got the product that I paid for, which I have proof of all the invoices emailed to me from geeks.online, and it clearly reads I paid for a **** Precision **** Tower. ( See photos for proof)
  My bank contacted the merchant geeks.online they gave him 45 days to dispute the refund, and I was refunded the whole $1,792.25 on March 16, 2023. Since I never got the product model I paid for. 
  He never contacted me to get his computer back or to find a solution with me as a consumer who has her right.
  About two weeks later, I received an email that I was 90 days past due with geeks.online.
  Guess what the 90-day past-due invoice reads? It is for the item and descriptions of a **** Precision **** Tower with the photo of it and the price of $1792.25. Wow, The past due invoice is still showing the product **** Precision **** Tower that I originally paid for that I never received. So I am not in the wrong here at all, and please do not gaslight me on this. It is very unfair. 
  Since you do not want to find a fair resolution for both of us, I can give you a few options. 
  I can pay you for this faulty computer $900.00 that I never agreed for you to order, or you can get your computer back like you should have done back on December 23, 2022, and you can do whatever you want with it and stop harassing me for a debt that was your fault and there is proof of it. PLEASE THIS IS VERY STRESSFUL.
  
  

  Sincerely,
  

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

  Business Response

  Date: 05/18/2023

  I respectfully decline ******'s offer. There are numerous assertions made in her statement that can be proven to be inaccurate. As of now, I am still owed the amount specified in the invoice, as well as court fees. The initial court hearing for this matter is scheduled for the 28th(Next Thursday), and I prefer to withhold any further arbitration until after this hearing has taken place.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20017514
  
  I am rejecting this response because:

  You failed to deliver the product I paid in full for which was a **** Precision **** Tower.

  You then call 4 days later saying it is back ordered and I tell you send me other options.

  Instead you place the order without my knowledge of a different product which you never disclosed that it was **** Precision 3260 Compact computer. I found this out when you delivered it to the location I provided and when I opened the box in front of you I told you this is NOT what I ordered and you just walked away saying no returns and abandoned you product.

  I never agreed to this product and you are charging me for a product I never received and a making me pay and keep a product I never agreed to purchase.

   

  Now you are suing me for over $5,000.00 for your mistakes, this seems like a big scam from this company geek.online.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/06/2023

  This complaint was resolved by the 15th circuit court of palm beach county.The attached order was the resolution