Complaints

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• Initial Complaint

  Date:02/28/2023

  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.

  Date of transaction 1/25/20223. I called **** to get someone to fix the tangled wires under my computer. I am 72, low vision and suffer from PTSD. Provider explained he charged 150/hr. which I could afford. After fixing the wires, (1hr.) he asked me if I wanted him to put on Windows 11. I first said "no" but he told me it was "free of charge". He proceeded to take 1hr. to install Windows 11 which I have good advice could be done in 5min. At the time he was here I was having a panic attack for which I was, at the particular day/time on the phone with my therapist. When I finished with the therapy, I still had confusion and was in full panic mode. He then charged me for an additional $150 so that the total was $300. I was confused and paid him that amount via debit card. It was only when my panic state ended that I remembered that he said the installation would be "no additional cost". I was later advised by an attorney that Windows 11 was easy and took no more than a few minutes to do. I feel he took advantage of my mental state and also misled me into thinking that I wouldn't pay for the time for installation of Windows 11. This would be a violation of the PA Consumer Protection Act. I was unable to get the additional $150. back from a claim filed with ***** *********** I feel that other seniors should be warned about this and would appreciate any effort you could make to get back my $150. or at least post a warning about him! I did complain to ****'s **** about this but they weren't able to help except to help me write a review of the provider and his service.

  Business Response

  Date: 03/23/2023

  I was hired by **************** to untangle several wires connected to his computer, after untangling the wires, I checked his computer to make sure it was functioning properly and his security updates were current. I noticed that he had Windows 10 on his computer and I suggested that I update his computer to ******* ** which is the latest operating system and more secure than ******* **. He asked me what the cost would be for the upgrade. I explained to him that the SOFTWARE would be NO CHARGE but the time it would take to install it would cost my regular hourly rate. I expected the install would take between 1 hour to 1 hours to complete.

   

  I told **************** before I began my work what the charge would be, he agreed to pay the fee and told me to proceed with the computer update. He never complained or mentioned that the cost was too much and handed me his credit card to pay for it with no objection. He thanked me for the services I performed, never contacted me after the service to complain or discuss the charges. At no time did he have any issue with my services or fees. This complaint came as a complete surprise.

   

  In reference to ****************** contention that the ******* ** update should have taken just a few minutes to do as advised by his attorney, I can only say that his attorney was incorrect.

  Based on my technical experience which dates back to 1980, It takes anywhere from 1 2 hours to complete the upgrade from ******* ** to ******* ** depending on the speed of the computer.

   

  **************** was aware of my hourly rate, I was there for two hours, and charged him for two hours.

  Customer Answer

  Date: 03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the businessman in question did NOT tell me that Windows 11 took about 1 hour to put on and simply said, "There is no cost". I assumed that he could install the update for free as he said,"There will be no cost". I have also spoiken with techs who have told me that it should only take a vew minutes to install windows 11. I firmly believe that the provider's statement of "no cost" never specified the cost of the software, free, and the need/billing for an extra hour. I would not make a judgement about his motives, but he was misleading which is a violation of the PA Consumer Protection Act! At this point, I don't expect repayment of the excess billing but want to warn others, particularly people off my age, 72, that if they use this provider, to be carful  and make him clarify more fully what he is doing and the total cost involved.
  
  Regards,
  
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