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:04/04/2025

  Type:Order 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.

  On January 25, 2025 I paid $349.99 for a three year printer/computer support contract with Premium Printer Support. I had been transferred by ** support to this company. The person indicated that I had a Trojan on my computer with many, many scams, but he would get rid of them and then could resolve my printer issue. He also encouraged me to cancel my Norton computer contract, which he actually did for me, which caused concern. I was given his cellphone number if I had any problems. That number is apparently no longer valid. He told me the payment would be recorded to Business Express, **** which it was on my credict card account. I have tried three other phone numbers to reach this company and none are valid or voicemail is full, etc. I would like to cancel this contract and perhaps get my money back.

  Business Response

  Date: 04/05/2025

  Thank you for reaching out to us regarding your concerns. We want to confirm that a full refund has already been issued for the payment you made for the three-year printer/computer support contract.
  We understand that you have had difficulties with the service, and we apologize for any confusion or inconvenience this may have caused. Please be assured that your refund was processed in full and should reflect on your credit card account shortly.
  If you have any further questions or require any additional assistance, please do not hesitate to contact us.

  Thank you for your understanding.

  Best Regards, 

  ****** Singh 

  Business Express 

  
  

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 3, 2025 while installing a new printer purchased directly from ********* at step 3 it instructed me to go to ********** to download the driver. When I did it came up as a fatal installation error and instructed me to get help through the chatbot in the corner. The chatbot after asking questions said to leave my phone number and a technician would call me back. I received a call back from technician identifying himself as **** with the toll free numbers ************** or ************** He gave me a customer ID of *******. **** said that the likely issue was a corrupted driver and asked me to let him on a service call by joining his ZOHO,com session. When joining **** showed me files in my system configuration that were marked as stopped and were evidence of a Trojan infection on my network that would also infect my TV and cell phone which were on the same network. I informed him that the computer was purchased from ** only 3 weeks before. He said my warantee did not cover the hard drive network and that I must have encountered the Trojan when setting up my new laptop. He said that he could remove the Trojan remotely and that I must purchase a firewall to prevent further infestations and protect from further damage...I was shocked but gave him my credit card information. He later said that the work was complete to reboot my laptop. I checked the system configuration again without him being online with me and there were no changes. I got suspicioius and did some googling and began to feel that it was all a scam. I called my bank to stop the charges but they said they would need further information to lock my card from further purchases. Earlier today Business Express called me back from ************** agent **** to see if the printer installation went ok. I told them of the problem and they said they would get back to me. nothing so far. My card was charged $372.68 Premium Printer Support *********** NC for 3 year firewall support

  Business Response

  Date: 03/08/2025

  We sincerely apologize for any inconvenience you experienced and want to assure you that we value all of our customers. We take customer satisfaction seriously and have worked diligently to resolve the issue. After thoroughly reviewing the situation, we can confirm that the matter has been resolved, and a full refund has been issued.

  We deeply regret any confusion or frustration this may have caused and appreciate your understanding. If you have any further concerns or questions, please do not hesitate to reach out to us directly.

  Thank you for bringing this to our attention, and we remain committed to providing the best service to all of our valued customers.

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a 5 Year Firewall and 5 Year Support Agreement in December 2023. I have attempted to contact the company because I was having issues with the Printer that this agreement was suppose to cover. I have been calling since November 2024. No one has returned any phone calls. I have had to purcase service directly through ** so that the issue with my Printer could be resolved. I am out $599.99 from this agreement that Business Express for whatever reason does not seem to want to honor.

  Business Response

  Date: 01/27/2025

  We sincerely apologize for any inconvenience caused by the recent change in our numbers. Please rest assured that a refund check has been mailed to you. We appreciate your understanding and patience. Additionally, our center was closed during the period you contacted us due to internal changes. Thank you for your understanding as we worked through this.
  
  Feel free to contact me directly at ************ should you need further assistance! 
  
  Best Regards!

  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22796437
  
  I am rejecting this response because the amount of refund was not stated in the message. That is basic information and do not want to receive an amount that I feel is justified for my inconvenience.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/05/2025

  Dear *******,

  
  I hope this email finds you well. I wanted to personally reach out and sincerely apologize for the recent experience you had. We deeply regret that we did not meet your expectations, and I understand the frustration this has caused.

  
  At Business Express, we strive to provide the best possible service, and it is clear that we fell short this time. To make it right, we would like to offer you a full refund of $599. The refund will be processed promptly, and we are putting a check in the mail today.

  
  We truly value your business and appreciate your understanding. If you have any other concerns or questions, please dont hesitate to reach out to me directly. We're committed to improving our service and ensuring that future experiences are positive.

  
  Once again, I apologize for any inconvenience, and we look forward to the opportunity to serve you better in the future.

  ****** Singh 
  Account Director 
  Business Express 

  
  

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/12/2024

  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.

  Between 10/15 and 10/17, 2024 I called *************** (I thought) because printer was copying but not printing. I agreed to pay $400 for repair and insurance for 3 years (already a scam, I feel like because Im 88 and probably dont need three years of anything.) I have since received a check for $20 with no explanation. When I spoke to the Orange County sheriff he suggested I contact you before taking any other action.

  Business Response

  Date: 11/12/2024

  Hi *****,
  
  Firstly, on behalf of Business Express, I sincerely apologize for the recent inconvenience you experienced. Business Express operates as a merchant/payment gateway for various partners offering third-party support and services. While we do not directly participate in the products or services provided, we rigorously screen all partners to ensure high-quality service for our customers.
  
  You have agreed to the services purchased. These services include:

  [Three Years Firewall + ******************************************** - Cleanup of
  junk and temp files and Tune-up. - Giving protection from Phishing Websites. - Malware and Spyware
  Removal. - Adware and Popup blocker installation. - Setup HP Deskjet 4100e Printer & Scanner.

  You did in fact receive all services listed above! 

  We are never happy when a customer has a bad experience, and we take full responsibility for any inconvenience this may have caused. Please know that we value your feedback, and it is a priority for us to understand what went wrong and how we can make it right. You have been giving a refund in full! Please give 3 to 5 business days to be reflected! 

  Best Regards,
  
  ****** *****
  Account Manager
  ************

• Initial Complaint

  Date:08/26/2024

  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.

  I reached this company via a number provided in my Roku streaming stick materials.They insisted they were a 3rd party contractor with ******* and that they were charging me $79.99 for Peacock for as Kong as I wanted it.High pressure salespeople, final document received is for tech support only tho I asked repeatedly about why a charge was coming thru for tech support and they assured me this was because they were a third party contractor.They seem to have begun a new Peacock subscription for me, tho I already had one, as zi received a new $7.99 ***** from ***************When I called them back, they said they had cancelled it and I would be refunded but they would not confirm this in writing.

  Business Response

  Date: 08/28/2024

  Dear ******,
  
  Firstly, on behalf of Business Express, I sincerely apologize for the recent inconvenience you experienced. Business Express operates as a merchant/payment gateway for various partners offering third-party support and services. While we do not directly participate in the products or services provided, we rigorously screen all partners to ensure high-quality service for our customers.
  
  We do not tolerate misrepresentation or inadequate customer service from any partner utilizing Business Express. We are actively investigating the matter you brought to our attention. Meanwhile, a full refund has been issued to you. Please allow 3 to 5 business days for the refund to reflect in your account. 
  
  Thank you for your patience and understanding in this matter. If you require further assistance, our customer support team is available to help.
  
  Best Regards,
  
  ***********************
  Account Manager
  ************

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22195137
  
  I am rejecting this response because:
  
  While the $79.99 refund has been processed on my ***** Premium Tech Support high pressured me to consent to their online documents and assured me repeatedly on a supposedly recorded line that this fee was for Peacock for as long as I wanted the service.

  The purchase instead was for Tech Support I did not want, and no *************** was provided.

  When the dust settled, I still had a fraudulent charge for $7.99 allegedly for Peacock, with whom I already had a subscription, and which received no additional funds.

  I disputed this charge, Capitol One cancelled it and my card.

  I dont understand the visual disconnect between Premium Tech Support and this entity responding to this complaint, who also processed my refund, and believe them to be one and the same.

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

• Initial Complaint

  Date:05/22/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On May 21, 2024 I was setting up a new tv on my Amazon Prime account. I was given a code to put in my mobile that prompted me to call Amazon to update my yearly prime subscription, which was expiring on June6. I was given an 800 number so I called and was connected to Business Express **** I was told that all prime subscriptions were now going to a yearly subscription and not a month to month option. By paying ****** for the whole year is was a savings of $40. I provided payment information and signed to authorize. In looking over my Amazon account there is no indication of this payment ever being set to Amazon. I am requesting a full refund as I feel this is fraud and Amazon does not recognize this ******.

  Business Response

  Date: 05/22/2024

  Dear ****,
  
  
  Firstly, on behalf of Business Express, I sincerely apologize for this matter. Business Express operates as a merchant/payment gateway to different partners that offer third party support and services. We take no actual part in the product or service being offered. We have a screening process for every partner running through our gateway to ensure high quality service being offered to all of our customers. 
  
   We do not condone misrepresentation or a bad customer service experience of any kind if running through Business Express. We will be looking into the matter highlighted above. You have been given a full refund in the meantime. Please allow 3 to 5 business days for the refund to process in your account. 
  
  We appreciate your patience and attention to this incident. Our customer support team is here if anything else is needed.
  
  
  Best Regards,
  ***********************
  Account Manager
  ************

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. HOWEVER, the credit card that was used is no longer active so can a check be issued instead?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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 was having issues with my printer connecting and a number popped up on my screen to contact for technical support. I called the number and they said they could help me as long as I allow them to link into my computer. So they linked into my computer and they said they fix The printer connection. They also said I was having issues with the firewall and had me change my settings. They offered me a three year coverage for all kinds of computer assistance that is above the geek squad for a total of $760. I have tried several times to contact them to get them to assist me, and there is never an answer. I have since looked up this company on BBB and found that there are several issues with them. I would like a refund because I believe this is 100% scam and now they are attached to my computer. I believe they are causing more issues with my account.

  Business Response

  Date: 05/06/2024

  Dear *****,
  
  Firstly, on behalf of Business Express, I sincerely apologize for this matter. Business Express operates as a merchant/payment gateway to different partners that offer third party support and services. We take no actual part in the product or service being offered. We have a screening process for every partner running through our gateway to ensure high quality service being offered to all of our customers. 
  
   We do not condone misrepresentation or a bad customer service experience of any kind if running through Business Express. We will be looking into the matter highlighted above. You have been given a full refund in the meantime. Please allow 3 to 5 business days for the refund to process in your account. 
  
  We appreciate your patience and attention to this incident. Our customer support team is here if anything else is needed.
  
  
  Best Regards,
  ***********************
  Account Manager
  ************

• Initial Complaint

  Date:04/16/2024

  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.

  The above business scammed my 80+ year old mother into paying $499 to help her with a printer issue she was having. They conned her into buying malware, firewall and other stuff for 3 year contract.

  Business Response

  Date: 05/23/2024

  Dear *******,
  
  
  Firstly, on behalf of Business Express, I sincerely apologize for this matter. Business Express operates as a merchant/payment gateway to different partners that offer third party support and services. We take no actual part in the product or service being offered. We have a screening process for every partner running through our gateway to ensure high quality service being offered to all of our customers. 
  
   We do not condone misrepresentation or a bad customer service experience of any kind if running through Business Express. We will be looking into the matter highlighted above. You have been given a full refund in the meantime. Please allow 3 to 5 business days for the refund to process in your account. 
  
  We appreciate your patience and attention to this incident. Our customer support team is here if anything else is needed.
  
  
  Best Regards,
  ***********************
  Account Manager
  ************

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On March 9, 2024 we were setting up a new a ******** as we never had one before. Our Prime Video was not working so I called the number on my Prime Video APP and was told that with a monthly Amazon Prime Subscription we only get i-phone connection and not ********. I said oh okay then we need to change it so we can watch Prime Video and I was offered a one year subscription for $99.00 plus tax for one year, $149.99 plus tax for 2 years or the best value of $199.00 no tax for 3 years. I thought I was speaking to AMAZON as they told me my TV was good to go and it was so I gave her my **** Debit card information, she charged it and sent me a receipt for tech support from Business Express ***** ITelites. My charge was actually $204.66 not the $199.00 as promised. I kept checking my AMAZON account and it was still showing I pay monthly. On March 15, 2024 my **** Debit was charged my regular monthly subscription fee. I live chatted with AMAZON on-line and they told me they do not have a record of payment and that they do not offer a 3 year plan. They also told me their records show a pay monthly. I decided to call the number on the receipt and the line goes to a dead end extension and all I was able to do was to leave a message and no one returned my call. I tried again March 19th and just let it go through the process and a person I believe the name was *********************** or something like that said the billing is not open yet and he would call back. He called back right away and assured me my AMAZON account shows paid for 3 years and I would receive an e-mail shortly from AMAZON stating that fact. I have not received an e-mail nor is my account updated to reflect I have paid $204.66 for 3 years of AMAZON. I feel I was not told the truth by Business Express *** and I have been ripped off. I would like BBB to look into this a assist me in getting a full refund. I am not sure if AMAZON is aware that this third party service is mis-representing their company.

  Business Response

  Date: 04/03/2024

  Dear ******,

  
  Firstly, on behalf of Business Express, I sincerely apologize for this matter. Business Express operates as a merchant/payment gateway to different partners that offer third party support and services. We take no actual part in the product or service being offered. We have a screening process for every partner running through our gateway to ensure high quality service being offered to all of our customers. 

   We do not condone misrepresentation or a bad customer service experience of any kind if running through Business Express. We will be looking into the matter highlighted above. You have been given a full refund in the meantime. Please allow 3 to 5 business days for the refund to process in your account. 

  We appreciate your patience and attention to this incident. Our customer support team is here if anything else is needed.

  
  Best Regards,
  ***********************
  Account Manager
  ************

  Customer Answer

  Date: 04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you very much for your help in this matter.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On 2/23/24 I attempted to watch Amazon Prime, but a message came up saying my subscription was expiring and to call a number on the screen. I called and was told I needed to renew, just give them a credit card other than my Amazon/Synchrony card. I did this and was charged $149.99.However Amazon has NO RECORD of this payment and my prime account expires in a week.I have noted that there are numerous other similar complaints on this BBB website.

  Business Response

  Date: 04/01/2024

  This transaction was refunded on 3/18/24. The client should have gotten the refund already. Please let us know if he has not. 

  Customer Answer

  Date: 04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Very happy to receive a refund of these fraudulent practices.
  Sincerely,
  
  *************************