Complaints

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

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  Biltmore Computers LLC

  38 Rosscraggon Rd Ste M Asheville, NC 28803-1165

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  Biltmore Computers LLC

  1854 Hendersonville Rd Ste A247 Asheville, NC 28803-2494

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: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.

  My HP had a bad screen and they suggested a refurbished ***** In less than 3 weeks when I am traveling, the hard drive burned up with all my data lost.They had to "verify" and so I had to quickly send my laptop to them at my cost of $69 on July 9 for a "quick turnaround". It is now July 21, my returned computer is somewhere in the hands of the US ************ delivery uncertain, they could not get my data off the drive and they are not returning my calls or texts!I could never recommend any of their refurbished work nor their customer service. I hope there are more reliable computer repair shops out there.Signed ************************* BTW, the **** was a 2017 model and the burned-up drive was a2018 model, none of which I knew when I paid them over $500 for the used computer and their time.If a reputable company, they would return my cost of the defective hardware, the **** laptop they sold me "under warranty".The day I made the purchase, ****** was not able to print me a purchase receipt so all I have is my credit card total charge.

  Business Response

  Date: 08/11/2023

  See Attachments 

  Customer Answer

  Date: 08/11/2023

   
  I am rejecting this response because:  2 months is not 3 weeks that I had the laptop before it died along with all my data. And there was no guarantee that my data could be recovered from any third party, along with the fact that my laptop would have to be mailed back, more dollars and lost time without any computer. 

  There are many details offered in their response that are inaccurate. I paid them over $500 for the refurbished  **** hardware and their time to "cloan" my bad screen ****** to the ****.  $500 paid for their services that ultimately cost me much more in frustration and lost data.

  I made it clear that all I asked for was the return cost of the hardware and not any of their time. This was not clear in their response.

  I am not disgruntled but a responsible consumer asking a business to stand behind their hardware product that lasted 3 weeks.

  I stand by my original complaint and know from my notes made throughout the process that they are glossing over many details.  I do not expect BM to change their attitude about this particular case of customer support so I need no additional information from them.

  
  

  Business Response

  Date: 08/25/2023

  ***** had come into our repair shop for the first time on 5/5/23, and then 10 days later on 5/15/23, she had picked up her new replacement laptop (with her data cloned from her previous laptop to the new one) and paid for it on that day. We did not hear from her after that up until 7/8/23, a full 2 months later, and some. I am not sure how that equates to 3 weeks as ***** is claiming. We have proof of this which is attached. 

   

  ***** was repeatedly warned that we would give it our best efforts to recover her data but it would not be guaranteed that it could be recovered. This was also the case when we explained the hardware based data recovery option through a third party company we work with, DriveSavers. We explained this multiple times but ***** never gave us a response if she wanted to go through with the hardware based data recovery. 

   

  While ***** did ask for the return cost of the hardware, we do not offer refunds, but we always work a customer to satisfy them, whether that be getting their current machine back to working condition or replace it. We stated this to her on more than one occasion, and made it clear that her drive failing was not our fault, nor was it hers. These things are unpredictable but it can happen, at random. 

   

  ***** keeps stating that her laptop failed after 3 weeks, despite us having proof that it was 2 months. Even then, the laptop is fine, but it was the storage drive that failed, as mentioned in my last response. 

   

  As well, also previously mentioned, we kept in contact with her in a professional manner, despite her not responding to us, leaving a very negative and false review on her ******** page to her friends, as well as now filing this claim filled with more false claims. 

   

  I am not quite sure what she is wanting to gain from this. Yes her data was gone due to unforeseen circumstances out of anyones control but she received a fully functioning computer back, with a brand new storage drive with no charge for the service, labor or return shipping. She was not charged anything for this repair.