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:04/23/2024

  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 have purchased a refurbished computer from CTR Computer/ ***********************, in october 2023, he said it would be better and faster than what i had. upon using it the next day a blue screen came on ,stating not to turn off the computer until upgrading is complete. This blue screen ran 4-5 times at 8 mins each, it took 15 mins to load the homepage, i had to leave home so i selected the start button and turned off the computer and left. Nov 2023, i tried to use the computer a second time, same problem ,took additional 23 mins to load ******* i called *****, he was leaving for idaho, asked me to wait til he returned, he never got back to me. Feb/Mar, my brother and son tried to pull up the operating system to see what the problem was, the file was blank, i called ***** again, he was going to ***** once again and made a appt date of Apr 2,2024.. Apr 6th ***** called and left a message stating the computer was fixed and it gets on the internet in 2 seconds, he wanted a fee of $150 for re-installing his windows 10 software, he tried to say i was my fault for not letting the software run completely (?) and that my 3rivers communication carrier was not campatable with his software. he was suppose to call us back and he did not. Apr 8th, i called and left 4 messages with ***** , he finally called me back , in the phone discussion ***** said he installed his windows 10 software prior to me buying it but he did not test it. The computer never worked right from day one, it would take 1 hr, 13 mins to get onto ****** if you had the time, to wait, ********* word did not work, cd burner and speakers, it would not download a file either. At this time i asked for my $350 back, he said he does not warrant his software, without it the compouter is un-operatable..After talking to a few techy people, i have learned that he is using outdated software that is not being supported by *********|windows and in 2025 ,windows 10 will be totally obsolete, it has been being phased out since 1999.

  Customer Answer

  Date: 04/30/2024

  Apr 12,2024,***** is no longer taking my calls, my expense for this computer would be $350.00 price of computer i already paid for, $150.00 for re-installing of un-supported windows 10 software, $150.00 in 2025 for windows 11 software with no warranty , total cost will be $650.00. After researching windows 10 software, being totally obsolete in 2025 by ********* /windows, I feel ***** is scammimg and possibly commiting fraud, by not standing behind his outdated software, he should not be able to charge a fee of $150.00 for something he does not warrant. He should be installing windows 11 now, prior to 2025. I have seen only elderly people at this CTR **************** I feel he is taking advantage of the older community. I am not a techy person, i did trust and believe what ***** has said in the past. AND EVEN PASSED OUT HIS BUSINESS CARDS IN MY TRAVELS, but now i know otherwise I hope your office will investigate his business and we can resolve this issue , not only for me but the community, thank you, ***********************

  Business Response

  Date: 05/01/2024

  Regarding Complaint Details from upset customer: correct with the statement that she purchased a refurbished computer in October of 2023. Not correct that it was sold without testing. All computers are tested and updated before sale. Customer was told that Windows 10 software is supported until October 2025, and it updates whenever it wants from ********** She admits that she turned off the computer before the updates were finished several different times which we know resulted in problems she was having with the blue screen.
  Customer is correct that we do warrant hardware for 30 days, but we do not warrant software, which includes anything that customer downloads or installs into the computer, and we do not warrant operator error. Our invoice does state that we warrant hardware only for 30 days, not software... or misuse. She may be correct that she only uses the computer once a month or so, we cannot verify that statement, and even so, we are not responsible for what the customer does to (or with) their computer once it is purchased.
  ***** has returned her calls a couple of times, explaining again that Windows ************** support until October 2025, and that software problems were not covered with warranty. CTR has customers that have 3 Rivers internet and other than being slower than other companies,units work just fine.
  Yes,we were out of town for the Thanksgiving holiday, but the store was open again when we got back the end of November. Since she didn't bring the computer back into the store within 30 days with a complaint. (It could have been easily fixed at that time). In March we had a granddaughter in the hospital and we were gone for several days. She brought her computer in after we returned.
  So,she brought it in March 2024 and ***** found that the updates were not going in correctly (due to shut off of computer before updates were complete). It took numerous hours to get the updates to go in correctly, and once done customer was contacted on a Thursday and told it was ready for pickup and since it was a software issue, what the charge would be for fixing the issue. She said she didn't want to pay for getting it fixed, ***** said he would eat the cost and not charge her. She then said she didn't want the computer, she wanted her money back since she felt she was sold a faulty computer, or would look into other options.
  CTR Computers has been in business for almost 11 years in ***********. We do have older customers, we have younger customers, and we have business customers. We treat all with fairness and respect. We make numerous house calls for older and/or disabled people to help keep their costs down.
  
  
  From the internet regarding the updates issue:
  
  
  
  
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  Business Response

  Date: 05/01/2024

  For what it may mean, I received a text from *****'s husband on April 29th, that sounded a bit like a threat. It mentions if I don't refund them and they take me to court, it will cost me monetarily as well as my reputation. They have a large circle of friends, family, and business contacts to use and that it "would be wise to refund the $350." To me, it sounds like coercing me into doing the refund.