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:03/08/2024

  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.

  Paid for a 3 year service plan $599.00 and no one answers the phone, can.t reach anyone!Microsoft Tech warranty ******** Transaction ************

  Customer Answer

  Date: 03/22/2024

   

  I faxed all this information over to you 03/14/24 SER.#U64987B2N378381.

   

  ID#********

• Initial Complaint

  Date:02/12/2024

  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.

  M comp ***** worked...no emai inbox, etc for about 4 weeks.Then a message came up with a phone number.I called and he said he would fix it for 250, dollars.It took all day and it looked like he was doing ok.The next day, 11 ."Febuary...it went back to the way it was. I am 81 years old., I tried to connect back but it ldidn/t worsk. I called ccard but of course the money was sent. I have really bad nerves and didnt sleep, of course. I am at a loss what to do.We don't have a comp repair...Thanks. k I want to buy a new one but *** losing sight, so cant drive,etc. lHave no computer to get **********,etc..........my phone is **********, *******, **

  Business Response

  Date: 02/15/2024

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:02/10/2024

  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.

  Instances LLC told me there were hackers trying to steal credit card information and if I didnt buy their protection I would be locked out of my computer.

  Business Response

  Date: 02/15/2024

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:02/06/2024

  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.

  One year & 1 month ago I procured INSTAFIX US as the company to process or repair on line any computer issues relative to opening, closing, or unable to view emails, or other normal day to day operation. I paid $299.99 for a 3 year contract that would allow any INSTAFIX US tech support team to resolve my issues if any arose. I had computer issues throughout the 1 year and 1 month timeframe which some were resolved. I had an issue back on 10-23-23 whereas my printer was not working properly and the tech trying to resolve the issue was not very cordial, helpful or otherwise displayed a different attitude from anyone I have ever spoken with. I was told that it involved the printer not recognizing the *********** contract I have with INSTA INK. BASICALLY THAT WAS NOT THE ISSUE. I told the technician I wanted to cancel my contract and was told someone would call back to talk with me. That never occurred after 3 calls. On 11-2-23 I sent an email to INSTAFIX US outlining the same issue but never heard from anyone. Last night 11-8-23 I called and spoke with ***** who informed me that I could not get a refund for the remaining 1 year 11 month remaining service of the contract as they had a no refund policy after 30 day. I was told I had used the services for tech support ***** times. I responded with it doesn't matter if I used it 100 or 300 times in a contract period. I finally asked to speak with a supervisor or manager: his name is *******************, who informed me of the same that no refund after ***************************************** the mail from them and was never told at beginning of their services that I could cancel in 30 days, but why would someone hire a computer company for 3 years pay $299.99 and then cancel on or before 30 days. This is ludicrous as I feel that 1 year and 11 months left of service that will never be used is a ripoff and people should be made aware of all circumstances. I am seeking a refund for the 1 years & 11 months unused svc.

  Business Response

  Date: 02/22/2024

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Partial Refund and the customer is satisfied with the resolution, Attached is the Check Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:01/10/2024

  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.

  In June of 2023 a Technician from ********* was sent to my home to fix my email. He told me that he could not fix the problem. I knew that was a lie because I hve been with ******** since 2009 and they have always been able to fix my email. The technician gave me a number that I thought was to ******** but was to Instafixus. The person from Instafixus told me that he would have to charge me $500.00 for a two year contract and pretended to fix my problem. I called ******** and was told that they did not have anything to do with Instafixus and that I should have not paid this company $500.00. This is a scam against senior citizens. I want my money refunded because I have stage 4 cancer and can not afford to give my money away,. My bank had refunded my money, however, returned it to Instafixus because I had given them my account information. Please stop this company from ripping off senior citizens and refund my money.Thanks,*********************

  Business Response

  Date: 01/18/2024

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:12/17/2023

  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.

  On June 9, 2023, around 9:30 PM I was checking email and had an issue with my computer. I received a pop up on my computer stating that there was a trojan virus infecting my computer. I clicked on the pop up and began talking to Instafixus LLC. The person told me that my computer would not work right unless they cleared everything out for me. They convinced me to pay $700 to keep my computer clean and that would be for a year. They took control of my computer and after I paid and hung up, my computer would not work at all. I realized I had been scammed. My computer was shut down until a family member replaced my hard drive. In addition, i also changed passwords for all my accounts, I reached out to my bank credit card company the following morning about the incident and asked for a new credit card. My bank recommended I reach out to Instafixus. I tried contacting them but when I called the number on my receipt, **************, only music played and I could not talk with anyone. When I talked with my bank credit card company, a dispute charge was filed and I provided a summary of what occurred. I was notified in July that after an investigation, the bank concluded that there was insufficient evidence to justify a dispute. I paid the credit card bill. Yesterday my daughter and I discussed the matter and she reached back out to the bank on my behalf to ask about it being a fraud investigation and not a dispute. A manager was not available and is supposed to call us back. She dialed the Instafixus number again and received a recording that the number is no longer in service. The invoice number for the charge was ***** and the reference number *****-***************** and both are attached.

  Customer Answer

  Date: 01/15/2024

  I heard from the company and requested a check be sent to me to reimburse me. They have not done so yet. I have not been reimbursed for the scam/fraud charge yet. 

• Initial Complaint

  Date:12/06/2023

  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.

  On 06/10/23 while on the computer I and my daughter were approached by a ***************************** as we struggled to clarify my email address with *****. We were asked to call their number for assistance and my daughter did. We were offered a service that would provide us with computer assistance 24 hrs a day/ 7 days a week and they gave us rates for various time periods, We decided to take the one year and my daughter, her name is *************************, and I split the cost of the $299.99 fee. They were super efficient and delivered just like they promised every time we called until they could no longer be reached as of October. The number rings but when answered it says the number you are calling is not in service at this time, thankyou for calling, goodbye, We would appreciate any assistance you can provide to give some insight as to why they discontinued our services. Thank you. I am  92 y/o and my daughter is here with me so please call her at *************. The Order ID#:*****, Transaction ID: *********, Date/Time: 6/10/23 7:26:22 PM. The sales rep. we spoke to, ***************************** gave her extension as ***. P.S. I did not understand those pay grades so I will explain it here. I was a *** when i entered and a *** when I left the US **** ***********

  Business Response

  Date: 12/06/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:11/16/2023

  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.

  Called this company on 11/9. Took out 499.99 from my credit card for one year of security service for my computer. On 11/11 received a call from a person who id himself as the billing manager and was calling to make sure my program s were running. Upon checking he said none of them were. After attempting for over an hour he said my money would be refunded but he could not put it on my card. He was going to put it in my checking. After many failed attempts his demeanor changed & I realized it was a scam. He threatened me to wipe out all my bank accounts called me filthy names & I hung up. My accounts are thankfully in tact but I'm still out $499.99 to Instafixus LLC for a service that was never delivered. This scam resulted from me using Instafixus LLC. Thank you.

  Business Response

  Date: 11/20/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:11/10/2023

  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.

  Instafixus infiltrated my computer by lying to me, claiming that they were ****** and that I needed to pay for my email. Then they charged my card $750. When I called them, some guy with an ****** accent swore at me and told me I'll never get my money back. These scammers need to be stopped.

  Business Response

  Date: 11/20/2023

  Hi Team,

  Customer raised a dispute with the bank and we already received a chargeback from this customer,and customer should be receiving the money from the bank,Attached is the receipt of the same.

  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

  Customer Answer

  Date: 11/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Although Instafixus LLC was not only unwilling to resolve this situation willingly and intentionally mocked my request to correct the harm done by this scam, the bank corrected the issue based upon the reputation of repeated scam complaints against Instafixus LLC.  
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:11/04/2023

  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 September 26, 2023 my computer screen lost all color, everything was in grayscale & as I'm trying to figure out what happened a chat box popped up presenting themselves as ********* support asking if I needed help. I said yes & put my number in which resulted in an agent calling me. They had me convinced I was speaking with a ********* representative so I followed their instructions. The agent told me I needed to update my computer security & after asking me my age he told me it would cost $900. I was surprised ********* didn't have my payment info on file but proceeded to give them my card number. This card was declined with **** immediately calling me to ask if I had initiated the transaction. The agent with Instafixus advised me NOT to answer the call. I then gave him a different card which did go through. I hung up feeling like I had just fell for a scam so I called my granddaughter. She confirmed that this is a product I do not need & to not download anything onto my computer. Since September 26 we have repeatedly asked this company for a  refund & they have not responded a single time. Their website says you can get a full refund if you don't download the software or use the activation key which we have done neither yet this company refuses to reply. It now November. I have given them plenty of time to get back in touch with me. I think they asked my age to determine how much they could get me for because looking at the other reviews it seems as though I have been charged the most yet. I just want my money back & others to be aware of this company that represents itself as *********.

  Business Response

  Date: 12/08/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

  Customer Answer

  Date: 12/26/2023

  I am sorry for the delay, the holidays have had me preoccupied. After the companies response it took me a couple of days to help my grandmother check her account to see if they did in fact refund her. The company did refund her in full. We're very thankful to the BBB for assisting us to get this matter resolved.