Complaints

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

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UTX Inc. has 2 locations, listed below.

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  UTX Inc.

  3252 Keswick Rd. Baltimore, MD 21211

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  UTX Inc.

  10866 York Rd Suite B Cockeysville, MD 21030

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:07/24/2023

  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.

  When my husband brought a computer for a repair ( needed a new back cover) they took it, promised to call with the estimate. They've never called back, so my husband called them a week later after waiting.They told that the price to fix it would be over $400, the offer which my husband declined. Then they said that if he is not using their repair, they are charging him $67 for the "Diagnostics".First of all, there was no diagnostic fee mentioned when he left the computer. Second of all, this "diagnostic" fee should not be applied for this kind of repair, this is an external damage, which is very obvious, and not a software issue.When we came to collect the computer, they said that the "diagnostic" fee was on the screen of a iPod, when they asked my husband to enter his information and asked him to sign. However, when they did so, they scrolled the screen to the point where he needed to place the info, without telling him anything about any "diagnostic fees", and the information about the possible charges was not on the screen. They've never printed a copy of what he signed either. There was no info about their fees displayed in store anywhere either. Besides, when they returned the computer, it appeared to be that they broke it further, by cutting the piece of it. And, they never put their "diagnostic results" in writing,This is an extremely poor conduct of the business, which looks like a pure scam.

  Customer Answer

  Date: 07/24/2023

  Hello,

  Thank you for your response. The receipt is attached. Apparently, it was &69.00, not $67.00, sorry.

  Business Response

  Date: 08/21/2023

  We are sorry, but this is not an accurate description of what happened.  I happened to walk in on the conversation after they called the police.  They changed their story at least twice when I was there.  The two police officers and our client did not know who I was.  Our technician was very, very nice and polite.  He handled the situation with 100% confidence in what we did for this client and in explaining our repair processes.  I did not feel a need to introduce myself and/or join the conversation.

  After the two police officers heard our client say that we changed the service intake form on our iPad and the diagnostic fee was never there, one of the police officers ask to see the iPad.  Our technician showed the screen on the iPad to the police officer and she stated the diagnostic fee was clearly visible.  Our client then said he did not see it.  Again the police officer restated her observation that the diagnostic fee notification was clearly visible on the form all our clients fill out.

  Please see the attached screen shot.

  We only charge a diagnostic fee if the client decides not to repair.  This laptop was severely damaged.  The damage to the parts inside which was unknown until the technician spent the time taking it apart.  We did tell the client if they decide to repair and bring it back within 30 days, we will credit the diagnostic fee toward the cost of the repair.

  Thank you,

  ** ********

  UTX, Inc.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20358255
  
  I am rejecting this response because the owner of the business does not say the truth. I was the one who called the police because of the way they run the business. And, in his response the owner was not talking about our matter. We had a cover which needed to be fixed, so we knew what was going on with the computer, and no "diagnostic" was needed, we only needed the estimate. Charging $69 for the estimate without prior notification does not help a business to be in a good standing.
  
  Sincerely,
  
  I P