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:02/18/2025

  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.

  This problem with Cure and Secure started when I had an issue with my HP printer and their number was listed as the contact number. I called this number and the tech assured me they could fix it and they did temporarily. Next I had issues with my laptop and called them at which time they told me there were all kinds of hacks to my computer, but they could fix for a one time fee of $2000. I told them there was no way I could afford this so they lowered it to around $1000 which I paid because I had lots of important documents I needed access to recover. Then a couple months went by and more issues came up so I called them again. I was told they could fix for more money. I said I thought you told me the last time I paid it was a one time fee and would not charge me again? Their reply was this was a different problem not covered under original quote. I think I paid $400 this time? Then last week more problems and again they wanted to charge me $1200 to fix. Again I told them I could not afford, so we finally agreed on $300 with me paying $200 that day (January 13, 2025) and the remaining $100 to be paid 30 days later. However, before the 30 days was up I had more computer issues. I was informed today (February 13, 2025) the amount had doubled to $200 which I refused to pay. So I have a non working laptop. This company needs to be put out of business. Of course I know they can get shut down under one name to only change their name and continue to rip people off.

  Business Response

  Date: 03/21/2025

  The customer has never made a payment of $2,000, and it is surprising that they are claiming otherwise. We can confidently state that no such transaction exists, and the customer cannot provide any documented proof of a $2,000 payment made to Cure and Secure LLC.
  Below are the actual dates and amounts the customer has paid for our services, along with the issues reported and the resolutions provided:
  Service History of the Customer
  August 23, 2023 Amount Paid: $250
  Subscription: One-time fix (No warranties)
  Issue: The customer was experiencing a print head error and needed assistance in recovering deleted documents, some of which were in a corrupted format.
  Resolution: We resolved the issue by updating ********* and installing printer drivers, successfully restoring all documents.
  November 18, 2023 Amount Paid: $200
  Subscription: One-time fix (No warranties)
  Issue: The customers Wi-Fi was not working due to corrupted network drivers.
  Resolution: We installed the necessary drivers and restored Wi-Fi functionality.
  March 27, 2024 Amount Paid: $200
  Subscription: One-time fix (No warranties)
  Issue: The customer needed to restore Windows and transfer all data from her old device to a new one.
  Resolution: We successfully restored Windows and transferred all data as requested.
  October 17, 2024 Amount Paid: $200
  Subscription: One-time fix (No warranties)
  Issue: The customers printer was not working and displayed an "Ink Not Found" error.
  Resolution: We performed printer optimization and cleaning, resolving the issue.
  These are the only four instances where the customer subscribed to our services, which demonstrates their trust in us and our commitment to providing satisfactory service every time.
  Possible Reason for the Complaint
  On January 28, 2025, the customer contacted us again regarding low memory issues on her computer, which had only 60GB of storage, fully occupied by Windows 11.
  We informed her that this was a hardware-related issue beyond our scope of service and advised her that she would need an internal hard drive installed by a local technician.
  The customer understood and acknowledged our advice.
  We followed up two days later to check if the issue had been resolved. She stated that she had not yet found time to call a local technician and was disappointed that we couldn't resolve this issue for her.
  We reiterated our limitations and even offered to help arrange a local technician, but she declined.
  We strongly believe that this complaint was filed due to this incident, as it was the first time we were unable to provide a solution.
  Final Statement
  Certain hardware issues fall outside the scope of our services, and while we regret being unable to assist in this case, we always provided the customer with the best possible support whenever they reached out. Given our past consistent and satisfactory service, we believe this complaint is unjustified.

• Initial Complaint

  Date:11/21/2024

  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.

  On 8/2/2024, I contacted what I thought was *************** for some technical assistance with my printer. I was put on hold and then a guy came on the phone and said he would help me. He asked if he could get on my computer and I agreed. He said he found all these files that were corrupt and he said he could fix it for me. He said it was ransomware called ********. He said his company has 3 different payment plans. The last one was forever and it cost ********. I agreed with that and I gave him my credit card. Then recently ( the beginning of November I got a call from them. His name is **** ****** and he noticed that there is some activity on my computer. He sounded a little angry and asked me if anything changed since we last spoke in August. I said I just bought a new IPhone. He said I didnt contact him and the new phone was not protected and now I have a new virus and he has to update my contract and a lifetime warranty will cost *********. I was upset because I am retired and this is money I need to last me the rest of my life. He lowered it to ********. He had me set up Bill pay on my banks website and I was to pay in two separate payments. The first one was for ******** and the name on the check was Creative Info, the second was called Cure and Secure for ********.

  Business Response

  Date: 04/15/2025

  This complaint appears to be baseless, as both checks sent by the customer were never deposited. Upon receiving the checks, we promptly contacted the customer for feedback. During that conversation, she clearly expressed that she no longer wished to proceed with the services.
  In accordance with our refund and return policy, we honored her request and did not deposit the checks. As a result, no charges were ever made to the customer's account, and the checks were ************************ voided.
  We have not contacted the customer since then, and we are unclear as to why this complaint was filed in the first place. It is important to emphasize that no funds were processed, and no services were rendered, as per the customers own decision.
  We respectfully request that this matter be closed, as there is no valid transaction or dispute in question.

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 business pretended to be a third party contractor to **. Then convinced me to let him look through my computer. I did not give him any money but I wished I had looked this company up in the BBB first.

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 paid $2684 dollars In October of 2023 and I have received two phone calls so far telling me that there are problems with my computer and I have hacked files that need to be fixed. Each time they wanted an additional amount of money to repair the problem. When I purchased the program it was discussed that it was a One time Fee for a one time subscription with no recurring charges. This company is a scam. I feel that I have the documents to prove that I should have a refund provided to me because in the paperwork it says refunds may be issued under the following circumstances; if we are unable to deliver the agreed upon services or unable to alternate a solution for the same full refund will be provided it clearly states that I paid a one time fee. Please help me with this problem. Too much money to just have go to waste. I would like to make other people aware of this company's discrepancies.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ** Oct of ************************************************************************************************************************************************************ that I needed there support on my laptop and iPhones because I had been compromised. I paid $1350 for there supposed lifetime support of my devices. Today I get a call from them saying that the program I signed up for was a basic program and that I needed an additional security placed on my devices to the tune of an additional $2900. I should have checked this company out before I purchase the first supposed security for my devices but I didnt until today when they tried to sale another product.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August 28, 2021 my printer stopped working. I thought I called HP but somehow *** Consultancy responded to my problem. They said it was because my IP address was hacked. I paid them $371.21 on that date. My printer did start to work again. Three months later on November 12, 2021 they called again and said they changed their name to Cure and Secure LLC and that my IP Address was hacked again. I was not having problems with my computer but like an idiot I paid them $712.00 on November 12, 2021. I am not sure what they did but I trusted them. On August 23, 2023 they called to say that I was being hacked again. I paid for a gold membership for $1,534 which they said meant I would never have to pay again. Again I am not sure what they did. I was not having issues. Today, they called again and said my security isn't working because of the configuration. They said I didn't have to pay for the security part but wanted to me to pay $3,000 for the configuration. I told them no and hung up on them. I don't think they actually did anything to help the security of my IP Address. I told them that if the security wasn't working after I paid over $2,000 to fix it then I wanted a refund and I wasn't going to pay another $3,000. They keep calling my home and harassing me. I want a full refund for all of it which would be $2,617.21. I was dealing with *********************. I have attached all documentation. I feel that if I paid all this money to fix the security and it is not working then they should fix it for free for refund me. I prefer a refund.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 looked up the phone number on ****** search for Hewlett Packard customer service and called the phone number provided. The business customer service associate answered and asked how they could help. I described my issue. They asked what kind of error was I having. I explained that the smart printer wouldnt recognize my printer all of a sudden. The customer service agent, ********************* and ***** he said he was in ******, said they could help and had me hold to transfer me to a repair technician named ***. *** spoke with me and asked me a few questions that seemed legitimate questions an IT person would ask. He had me check some things and after telling him the error message he asked if he could access my computer to see exactly what was wrong. I allowed him access to help me. I didnt relate understand everything on the screen. There was a lot of red error/hacked files that seemingly popped up. Again, I was led to believe this man was helping me. They said my IP address was compromised and that I would need a new IP address to keep all my devices secure. I allowed him to do what he said would make my computer and devices secure. He also convinced me to get a 5 year MacAfee computer security for the new IP addres/devices. I paid $412 for the 5 years security. They continue to call monthly but dont leave a message. They called today at 4:19 pm EST and I answered the phone call. The agent ***** said there is something suspicious on the laptop and they need to check it out and do an update remotely with approval. I told him I wasnt comfortable doing it and that I had seen/read extremely poor reviews on the BBB today on the company. He tried to reassure me that their company was legitimate. My bank said it sounded suspicious but the way the funds were gotten they couldnt dispute it and recommended getting the BBB involved or even the police. I would like them caught and my $412 reimbursed to me or my account. Please help us BBB.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 experiencing a problem with my HP printer and contacted what I thought was HP online support. I was asked to allow HP to access my computer to diagnose the problem, I gave access and the technician said I had numerous infections through my IP address. He stated my current antivirus does not protect against this and I needed IP security intalled immediately for a senior discounted rate of $799 +tax. He stated they would not accept credit card payment and asked for my bank information for bill payment. I am still having printer problems so this company is a sham. I will try to cancel the direct bill payment. Please contact me.

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was May 16, 2023. I was trying to call HP Tech Support and I looked it up online and found a number that said HP Printer Technical Support which I called and spoke to what I was told was an HP Tech Support and he said he was going to have to transfer me to a Tech Support Team Member that could better help me? It all sounded quite professional and *************************** then picked up and asked me why I was calling today and I explained, after he asked me information to prove my identity which most companies do anyway! He then had tons of information about me including my Social Security number that they said they needed to look up my account since I could not find my original HP Tech Account Number? Then he started telling me that my account was on the DARK WEB and that it was about to be HACKED. I am a disabled widow and very frightened with all of the news on the JUNE 1, looming Government Crisis! I just sold a condo that I owned for 17 years, and scrimped and saved to get to this point in my retirement and suffering from Chronic Pain from disabling Spinal Cord Injuries. Turns our these guys were scamming me, and the Company name is:Cure and Secure LLC address:************************************************************************************ phone number:**************.They have an (F) RATING with the BBB I allowed them to LOGMEIN, which they proceeded to use that to gain information, about my finances and at the end of the day the financial closer was still using logmein, after I was told the tech closed the Logmein portal? I opened my Bank account online and he took over my cursor and showed me how to make their payment, I was shocked and very upset! I didn't want him to know that due to fear of some immediate reprisal? I immediately called my bank and cancelled the check but am still in tons of fear? I looked up online the price of the security program they installed and it was $200 for 3years, they charged me $799.00. Can you help me? Mrs. ***************************

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had called and thought I got a hold of a HP tech for my printer, the guy I talked to assured me could help me with all my problems and wanted remote access to my computer, He then explained I had lots of hackers that had hacked into my computer and said they could fix it , I told them my printer was still under warranty . he explained my IP was public and so on. He was suppose to fix my email, computer etc so no hackers could hack into it. They then wanted ****** for the work they did and said it was a deal and I would have 4 years protection on my computer and printer. I explained that was a lot of money and didn't have it at the time they said no problem we will fix your computer and call you back in a few days. Another guy called called back on July 5th 2022 and I sent them money through paypal, The guy that took my money called me this month several times and said they got a notice that someone from ******* was trying to hack into my email then later said hacked into my computer, The last time I talked to him was on Nov 12, 2022 and told him I heard they were scammers and he didn't want to talk about that, he wanted me to go straight to my computer and give him remote access and I wouldn't , I ask him for my money back and he hung the phone up on me. I'm just an elderly lady struggling trying to get by from month to month and have a granddaughter I am raising and other grandchildren I'd like to be able to help, I feel I was done very wrong but I firmly believe in what goes around comes around, you don't do people wrong and get by with it.