Complaints

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:11/03/2024

  Type:Service or Repair 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.

  I contacted the company to repair a laptop. They had a flat fee for the repair. They held onto my computer for weeks and after some digging, I found out they purchased an extended warranty, waited for the warranty to activate then sent the computer to the manufacturer. After the computer was returned to me unrepaired, I still hadn't received any invoice, or documentation. The repair company insisted that the only way the laptop could get repaired was to give it back to them. They repeatedly lied and after hours and hours on the phone trying to get the case accelerated through ****, I was able to get the warranty into my name, (the business contact still has one of their names on it) and then request an in home repair (which was included on the warranty that they had purchased on my behalf!) so they lied again when they told me the only repair option was to give it back to them. They charged me $475 for a service they did not provide but only facilitated at a cost of $222.92 (document #8). I asked for a refund

  Business Response

  Date: 11/21/2024

  ******** called and asked about getting her device ************************.  We drove to her location and picked up the laptop and brought it back to our shop. After diagnosis was done to the machine.   We sent her a quote to fix the keyboard, and **** port via warranty claims with ****.   We explained to her that we would handle the entire service and get her the laptop back after service from *****
  We then purchased a warranty on her behalf, we waited out the period as instructed by **** and sent it into service.  **** came back and said nothing was covered under warranty due to the ** having a bad battery.   We called ******** and asked her if she wanted to replace the battery in which she declined.  We told her would try to get **** to fix other problems without replacing the battery.  Due to it taking a few days to get ahold of ********, **** canceled the claim and sent it back to us unrepaired. We then made another claim, but due to battery, we were required to purchase another warranty to cover accidental coverage as the **** port was damaged beyond repair. We covered this cost at no charge to ******** as we had the laptop for a while, and she had already called in and complained many times at this point.  Each time she called, we explained we are working with ****, please be patient.   **** then repaired the ** of a new motherboard, a new keyboard, and cleaned the machine.  We received the laptop back from **** in perfect working condition.  We called her and told her **** was finished, and for the delays we waived all delivery fees and gave her a $100 credit on her account.
  We delivered the laptop back to ******** location, and the next day she called complaining that the keyboard didnt work.  We offered to pick the laptop back up and she was very slow to respond and gave us no opportunity to look to see why the keyboard stopped working.  We ordered a box from **** to be sent to her location to try and remedy the situation, however she stopped responding to all of our request after this. We have not heard from ******** in over 4 months regarding this issue until this complaint

  Customer Answer

  Date: 11/22/2024

  Complaint: 22508310
  
  I have reviewed the business' response and am rejecting it because:

  The repair company's response contains several documented inaccuracies:

  
  On July 15th, they texted: (july 15 text from best pc) "update on your device: we are currently waiting on **** to schedule their tech to come out." This was a misrepresentation, as proven by ****'s own records.
  Dell's official timeline ('15.pdf') shows the repair company didn't even contact **** until "July 20, 2024" and didn't actually submit a service request until "July 30, 2024" - two weeks after telling me they were waiting for ****'s technician.
  The repair company charged me $475 for "facilitating" a warranty service. However, ****'s own quote ('12.pdf') shows the total cost for the same service would have been $220.92 if I had gone directly through ****** less than half what I was charged.
  After returning my unrepaired computer, the company admitted in writing ('Aug 14 Best PC to Prestige.pdf') that "**** did not fully resolve the issues." Only after I refused to return my computer did they reveal I could get direct service from ****** something they had previously claimed wasn't possible.
  The evidence shows they:
  Charged for repairs they never performed
  Misrepresented their communication with ****
  Marked up ****'s service costs by over 100%
  Withheld information about direct **** service options
  Failed to provide any documentation until specifically requested
  I am requesting a full refund of $475 as they failed to deliver the promised repair services and misrepresented their actual role as merely a warranty purchaser."
  
  

  Business Response

  Date: 11/25/2024

  ********,

  Our services have already been performed and  you have been unwilling to help remedy any situation other than just complain..

  By using our services you agreed to our terms of services which are stated on our website.

  ******** has been extremely difficult to work with and didn't bring any of this to our attention untill filing a complaint. 

  We have tried to reach out to ******** multiple times but she rejects any attempt to help. 

  ******** has already received a refund from us in the form of in store credit at our shop as we only give refunds in the form of store credit.  

  Customer Answer

  Date: 11/26/2024

  Complaint: 22508310
  
  I have reviewed the business' response and am rejecting it because:

  I have evidence that:

  Best PC purchased a warranty on my computer on July 2. (Best PC knowingly withheld information that they knew the computer would not be repaired in a timely manner by purchasing an extended warranty and waiting for the activation period)

  on the 29th of July I was told:  "Afternoon! processing your request with the tech first thing when they come in. I will have information emailed to you promptly this afternoon. we appreciate your patience."  

  **** sent shipping materials to Best PC on July 30th at 3:49 

  I asked for my computer back on July 31st at 9:37am. 

  In regards to the service, Best PC stated that the only way to repair the computer was to send it in when they had knowledge that in-home repair was an option.

  Best PC misrepresented their services and misstated their role in the repair of the computer, did not repair the computer and I eventually requested an in-home repair which was completed by *****

  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 11/27/2024

  Because the company lied to me about:

  how the computer was going to be fixed

  how long it would take to repair the computer

  that the warranty was not provided by them but that's what I was actually paying for

  That a representative was dispatched to their facility to repair the computer

  That the repairs had been made by ****

  That they had checked to make sure the repairs were done

  That the only way to finish the repair to the computer was to give it back to them

   

  I find it completely irrational an quite irresponsible that anyone would think that I should do without my computer that is used for business purposes and that the company that lied to me multiple times should have anything to do with said repairs.  After they spent more than a month with the computer just to wait out the warranty effective date without telling me.  

• Initial Complaint

  Date:03/15/2024

  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.

  Date of transaction: 2/26/24 Amount of paid I paid the business: $749.00 The business committed to providing me: diagnose my computer issues, replace motherboard, and swap my new CPU and GPU in.Nature of the dispute: *********** upcharged me $150 on the motherboard and $400 for service fee (1 hour of work). I initially agreed, and before they swapped the MB I reached out for them to cease work until they answer a list of questions, such as how they diagnosed the faulty motherboard, why they were upcharging me, why I couldn't order my own parts of Amazon, etc. and after refusing to answer any of these questions, they cancelled service on me and told me to pick up the computer, still without answering my questions to justify their work and price. When I picked up the computer, I was told I would be refunded the full amount, and have a paper receipt that says the amount is "REFUNDED". They said it would be refunded in 7 business days. Weeks later I reach out after not receiving the refund and they said it is now being refunded in store credit only, per the website and paper I signed when I dropped off my computer. Their website does not have a terms and conditions anywhere (I've read through every hyperlink on every page- if I still can't find it it's NOT accessible), they have recently removed the ability to contact them on their website, and they threatened to ban me from the store once I brought up the fact I would be filing this complaint. This is an extremely shady shop that cannot justify the work they are doing, or their prices, and when questioned they shut down, ignore you, and cancel work. It is extremely shady to act as if I'm receiving a refund, then throw me a curveball that it's only in store credit. I would never spend another cent at this shady business! They have my $750 and have performed NO work on my computer. They stated the paper I initially signed said it would be in-store credit only- but after asking for it twice still have not received it!

  Business Response

  Date: 03/20/2024

  Customer came into our shop for a free diagnosis.  After diagnosing his computer, we called him and gave him a verbal quote.  He approved the quote and gave us his credit card details and authorized the charge. During this authorization over the phone, its our standard procedure for our sales agents to explain that once the authorization is given your computer is placed in production and cannot be cancelled for anything other than store credit. This is also stated on our intake form that the customer signed when they dropped off a PC.   We then started working on his computer.   A few hours later ***** calls and asked if he could cancel the parts portion of his order to save some money and order his own parts and have us install them.  We explained that we do not allow outside parts to be brought in due to warranties we offer on all our products.  He acknowledged our response and understood / accepted it and told us to Call when its finished  We then started to received emails and calls over the course of a few days from ***** asking us the same question in different forms about getting his own parts, he accused us of overcharging him, he was "recording us" so we better watch out and then finally it escalated to him asking us to stop all work.  We tried to call ***** but got no answer.   After multiple attempts over a few days of calling, we then got an email stating his phone was broken and he cannot take calls.   After many more numerous attempts to try contact and work with *****, ***** ultimately answered our call and in our final attempt to work with him he told our staff Look I spent all my rent money on this and really need a refund, so I dont get evicted & I just really need to pick up my PC and get my money back.  Our staff explained to ***** that all we could do is give him store credit and he can come get his computer.   He agreed to this over the phone, so we started work putting his PC back together and told him it would be ready for pick up the next day.  The next day when he showed up, he was told that again credit can take up to 7 days to show up on his Best PC Repair account and we gave him a refunded invoice to confirm that he will receive $749 in store credit.  He then became very hostile towards our workers, threatening them, asking them if we knew who he was, and that he will get his money back and not a expletive store credit  He was then asked to leave and if he wanted to use our services he cannot threaten or talk and will treat our staff with respect.   The customer then emails us a week later asking for refund again to his card threated action via BBB and his Bank if we do not comply. We are still willing to help ***** and fix his computer and have offered this to him many times to no avail.  

  Customer Answer

  Date: 03/29/2024

  The response from the business is full of lies. I recorded my entire interaction from the moment I stepped foot past their door, and in the video it is very clear I was polite and respectful, thanked them for their time and the refund, and went on my way. The business saying that I was aggressive and had to be asked to leave is a lie which can be proved with the video.

  No sales agent mentioned anything about cancellations or store credit. I gave them approval and they hang up. This was also not on the intake form and they have STILL not provided the paper I signed, after asking 4 times in writing. The form only had my contact information.
  
  I didnt ask the same questions in different forms, I pressed the initial questions multiple times since they were not responding.
  
  I never said I was recording them or they better watch out. This is a lie.
  
  The entire statement about my rent is a lie.
  
  The part about their staff explaining to me that its store credit only is another lie. If they did that then why was it not mentioned at any other point in the email threads, phone calls, or when I picked up my computer and got the receipt on video?
  
  They mention that they told me about a store credit, I got hostile, and they asked me to leave. The video will disprove that.
  
  Never mentioned anything along the lines of if you know who I am or cussing at them regarding a store credit. I didnt even know they would try to make it store credit only until I emailed several weeks ago and thats when they told me.

  Given that the attached video disproves their statement of me being aggressive, this should reflect negatively on the business and shed light on their other lies.