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:11/02/2023

  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.

  I paid to have security installed and 30 minutes later my account was hacked twice comments tell me this a scam I want my money back when I tried to call there is no answer

  Business Response

  Date: 11/13/2023

  Hi Team,

  As per customer desired resolution we have processed a full refund to the customer, Attached is the receipt of the same.

  RegardsI

  nstafixus llc 

• Initial Complaint

  Date:10/08/2023

  Type:Customer Service 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 sm a good customer for computer service. I was called last month to be advised the company was not to be in existence any more, and I would receive a $290 rebate. I advised I would be away until October 1st, but he advised I would have plenty of time to call for the rebate. Unfortunately I contracted Covid and have only been able to call today. Cannot receive an answer. Please help me to receive my rebate. ***************************** customer ***** Thank you.

  Business Response

  Date: 10/12/2023

  Hi Team,

  We have already had a word with customer directly and the issue has been taken care to customer satisfaction.

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

• Initial Complaint

  Date:09/07/2023

  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.

  I got an unsolicited phone call and was told that he could help me with this recovery email and fast talked me into a $900 bill saying they could clean up my computer not knowing that I was giving them access to my computer. I did give them my credit card number. When all was said and done I realize it didn't sit right with me. I felt like I had been coerced. I talked to them yesterday and they lowered the price from $900 to $300. I told them I wanted to nullify this and they told me if I would withdraw the dispute with my credit card company they would refund the money and cancel the contract. He made the offer but would not put it in writing. I would like to nullify the whole thing because I don't want to use their service.

  Business Response

  Date: 10/12/2023

  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:07/30/2023

  Type:Sales and Advertising 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 July 23, 2023 I contacted Instafixus LLC to **** ******* **. Apt *** Manassas, VA ***** to fix my laptop which had been infected with malware. They accomplished that and convinced me to sign up for a two year maintenance program for $399.99 which I did via **********. A few days later I contacted them by phone to ask them to fix my wife's cell phone which also had a virus that was loading junk email that she couldn't stop. I called Instafixus by phone at ###-###-#### and asked for the technician that I used before, ***** *********, but it was someone else. He just told me to delete those email from her phone. He didn't even try to look at her cell phone to troubleshoot it for viruses. That was not maintenance that I paid for and think they should refund my $399.99 back to my **********.

  Business Response

  Date: 08/01/2023

  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: 08/01/2023

  [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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/21/2023

  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.

  On 7/12/23, I called what I thought was a legitimate Apple number for computer support and spoke with *************************. He told me that I would need to buy a year's support package in order to get support and gave the price for 1, 2, and 3 years. 3 years was the better deal; so I took it for $800. He then transferred me to another support person who did not solve my problem and existing and new problems continued to happen with my computer. I later called ***** and got another support person who found on and removed from my computer application that allowed this company (InstafixUS, LLC) to enter my computer at will. My computer is now functioning mostly well; but I want to add my complaint to those already filed by others. I have disputed the charge and have been credited pending investigation. I am requesting a billing adjustment in the event that an investigation causes the credit to be withdrawn and because this a fraud that should not be perpetrated on others.

  Business Response

  Date: 07/25/2023

  Hi Team,

  As customer  already mentioned she raised a dispute,We got the dispute notification and money has been deducted from our account and it should have already credited to customer Account if not ******* need to contact her Card Company as the dispute has been filed and we cannot do anything form our end.

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

  Regards,

  ********************

  Customer Answer

  Date: 08/06/2023

  I was credited with the amount of the complaint, cancelled my credit card, applied for and received a new one.  Recently I have received a call on both my landline and my cell phone wanting to credit me for the amount of the original charge.  It appeared to me to be an obvious attempt to get my new credit card number.  I declined both attempts.

• Initial Complaint

  Date:07/10/2023

  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.

  July 9,2023. At about 1pm my older sister (93 years) was using my computer and an advertisement appeared from a gentleman willing to help her with a problem. Since I was not available she accepted a 2year plan for $400. She used my credit card to pay for this service. This was not authorized or approved by me. Can you please refund this unusual claim. She did get an order ID. *********

  Business Response

  Date: 07/27/2023

  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:07/09/2023

  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.

  My 83-year-old mother with dementia clicked a pop-up ad for this business seeking to update her email address. She submitted her phone number. A person named ************************* (with an ****** accent, so likely not his real name) told my mother he was a ********* tech and that she had a Trojan virus (not true—my mother has a firewall and virus protection from ******). She would need to pay $699 to fix it. He then took control of her computer, said he had access to her files and photos, and is currently holding her computer hostage until she pays the $699. She cannot access her computer at all. Reports have been filed with the state Attorney General’s office and the Federal Trade Commission. We will need to take the computer in for repair and this scam of a company should pay for these repairs and no other resolution will be accepted. Repairs offered by Instafixus will not be accepted since they are not a legitimate company nor are they associated with ********* in any way (this info was provided by the ********* company after contacting them directly). All internet searches about this company bring back results that say it is a scam. Please warn consumers about this predatory company. It’s shameful that they do this, let alone to an elderly person. If necessary, we will file a lawsuit against the company. 

  Business Response

  Date: 07/27/2023

  Hi Team,

  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.

  Regrads,

  **********************

  Business Response

  Date: 08/10/2023

  Hi Team,
  
  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.
  
  Regrads,
  
  Instafixus llc

  Customer Answer

  Date: 08/20/2023

  I reject their response. They have no record of any transactions because my mother never gave them her credit card information, but she did regrettably give them remote access to her computer which they locked up and demanded $699 to fix it. I had to take the computer to be completed wiped clean which at the cost of $200. This company is fraudulent and needs to be shut down. The only way for that to happen is if the BBB and Federal Trade Commission investigate them. Please help protect consumers from this predatory “company.”  A report has also been made to the FTC. 

  Customer Answer

  Date: 08/28/2023

  I have included the report from **** *** along with the receipt for services.  The most cost efficient option was to purchase their one-year membership.  To have them do the same work without the membership would have been significantly more money.  

  You will also see on the second page of the document a handwritten Post-It note written by my mother with the name of the "Tech Support" person who hacked her computer along with his phone number.  When calling this number, you get different people who answer but say they are "***** *******."  

  If you need further information, please let me know.

  Business Response

  Date: 08/30/2023

  Dear ******,
  
  I am writing to you today regarding the payment you are asking for. I understand that you are having problems after contacting us, but I cannot issue you funds for which we are not responsible.
  
  Just to confirm, we provided services for needy people in a legitimate way only. We will send an invoice in accordance with our terms and conditions.
  
  I am willing to work with you to find a solution that is fair to both of us. If you are having any issues we can help you in fixing the computer without any charge. However, I cannot issue you the funds you paid to some other service provider.
  
  Please contact me at [email protected] or call on the TFN provided to discuss this further.
  
  Thank you for your understanding.
  
  Sincerely,
  Instafixus LLC

  Customer Answer

  Date: 08/30/2023

  [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:
  

  This "company" is a scam.  Just read the other complaints on the BBB website and you will see that they are similar.  The only acceptable response that will be accepted is to be reimbursed for the cost to fix my mother's device.  I will absolutely NOT, under any circumstances, let this bogus "company" have any sort of access to any device of mine or any device of anyone in my family for them to hack again.  Ideally, they need to be put out of business.  

  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/08/2023

  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.

  My mother was scammed by this company, She is 84 years old and they first called to say they could help her with her computer for a thousand dollars. She insisted she didn't have the money so they spent an hour on the phone with her and got $300. She needs to be refunded immediately.

  Business Response

  Date: 07/27/2023

  Hi Team,
  
  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.
  
  Regrads,
  **********************

  Business Response

  Date: 08/10/2023

  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.
  
  Regrads,
  **********************

• Initial Complaint

  Date:07/03/2023

  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.

  Instafix took $699.99 from my wife *************************** to suposadly fix her computer without my knowlage. Then since it did not fix the computer, she was on a call with them *********************** and he convinced her to give hin access to our bank account, so he could suposedly give her back a refund of $699,99. Instead he claimed to give her back $4699.99 to show up in her account, so to give him back the money she was not due her she had to go to the bank and withdraw $4000 and go to 2 different gas stations and send hin back the $4000, only problem was when I went to my account to pay the bills, I discovered he had gone into my account and borrowed $500 from our HELOC account to my checking so he could transfer $4699.99 to her account to fool her into thinking he was giving her a refund of $4000 to much to get her to send him back the $4000. Which she did, So now they Owe us $4699.99 He then called from ************* claiming if she would get on the phone he would refund the $4699.99, but our bank has already locked all of our accounts so he said we would have to wait to see if the BBB would help us.

  Business Response

  Date: 09/29/2023

  Hi Team,
  
  Apologise for the Non response ...Request you to please reopen the case and we are happy to resolve the issue on Customer favour.
  
  Regards,
  
  Instafixus llc

• Initial Complaint

  Date:06/07/2023

  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 was ripped off by a company - Instafixus - which has many complaints here with the BBB. I was vulnerable to a pitch that I needed this company's services to assist with computer protection. I ham a senior, ad just been recovering from surgery, and my guard was down. So many of the complaints are by seniors. I paid them once in or about 4-5 months ago, and do not recall receiving ANY services. Yet, today I just see ANOTHER $799 debit from my account on June 5, 2023, which is LONG AFTER any "services" could have been provided. I tried to reach them here, per the advice of the BBB. Thus, I called the company just now, and they said that there was "nothing they could do as the account was 'closed. I know that they are in operations of some sort, of course, due to the withdrawal of money from my account, and the fact that someone answered the phone, using the company's name. I have been ripped off!

  Business Response

  Date: 06/08/2023

  Hi Team,

  We have charged this customer only once in the month of march on 03/13/2023 and the charge which customer was mentioning is not ours.And also we received a chargeback from customer as he already raised a dispute with his bankin the same month of march on 03/26/2023.

  Attached is the disute notification of the same.

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

  Customer Answer

  Date: 06/12/2023

  [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:  Contrary to what the business is stating, there is a withdrawal from my account in the amount of $799.00 on June, 2, 2023 (I'm not sure that my attempt to upload the transaction from my account succeeded). The business makes no mention of this second transaction, which I cannot believe was "accidental." There is a long list of BBB complaints regarding Instafixus shown on the Web, almost all of which were complaints about fraudulent business practices. I would like a refund of my $799, please.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 06/14/2023

  Hi Team,

  As previously mentioned we have no information about the charges which customer is taking about and we cannot help regarding that as we havent charged that amount,Request customer to contact the bank and file a dispute so that customer can get the money back.

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

  Customer Answer

  Date: 06/30/2023

  [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:
  
  I have attached a screenshot from my bank statement, clearing showing two different charges of $799.99.  I need to be refunded the second charge of $799.99.
  
  Regards,
  
  *********************