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:10/30/2023

  Type:Billing 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 used this company since March 2000 to oversee my home laptop. It started out as $20 a month for network and software issue monitoring. Haven’t had any problems with them until this week. I had them analyze my laptop due to slowness and other issues. I got it back Oct 17 and used it while out of town. It was still slow with a new issue. I was talking to a friend of mine who knows about computers and he offered to take a look at it. Since I was with Lex IT they had the hard drive under an admin sign on. I reached out to ask for the admin log in and received a relative nice email back say ‘no’ and why. I was okay with the ‘no’ but had other questions I asked about. This set Scott T***** off! Between email exchanges I felt threatened by the content in the emails. He told me he was terminating services with me and after I paid an offboarding fee of $450 he would unlock the hard drive and remove whatever they have on it. I didn’t terminate his services. I asked about the services which pissed him off. I asked for the signed contract regarding a offboarding fee and he said he didn’t have a contract in place when I started. I was told he would turn me over to collections if I didn’t pay the invoice. He is the one who terminated the services, not me. Makes me wonder what is on my hard drive and why he became so irate when I asked questions. I have those emails. I should be able to ask questions about the services provided as well as questions about when something was installed, removed, updated on a pc I own paying them to service. Being threatened and my laptop being held hostage basically is something no one else needs to encounter. I’m not paying an offboarding fee when he terminated the services as well as no contract in place where this was made known to me. They did look at my pc for the slowness but I’m not paying that until I can unlock the hard drive and have someone else remove their software and look at the hard drive.

  Business Response

  Date: 11/01/2023

  Lexington IT Solutions is a managed IT services company which provides high quality and efficiency technology solutions to our clients.  We are the technology department for organizations who don't have a technology department.  *** Griffin has been a long term residential client who agreed to our commercial level services several years ago.  *** has come to us in the past looking for recommendations, has disregarded the recommendations, made her own decisions, and has had us support them.  Specifically, she needed a new laptop at one point, didn't go with what we recommended, purchased her own, then had continued problems with it.  She recently asked us to service the device, and we determined that it is simply a low performing computer with low quality components.  After returning the device, *** asked if her "Techy Friend" could have our administrative password to take a look at the computer.  We declined the request and offered to either continue servicing the computer ourselves or to offboard the device and she could find support elsewhere.  She went ahead and had her techy friend look at the device anyways, so when she reached back out with questions that clearly came from an uneducated and inexperienced "Techy friend", I terminated services with her.  We have no desire to work with clients who do not respect us. To put it in terms the client could understand, I let her know that having a "techy friend" access the administrative functions of the computer would be the same as me saying "Hey, I have a friend who has had an insurance policy before. Can you please hand over the credentials to your management system so he can perform an audit on my policy?" That is 100% of the time going to be a hard no.  *** has since refused to pay not only for services already rendered, but is also declining to pay for the work it takes to remove our software and configurations.