ComplaintsforGeeks On Site

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  !!09/17/24 from 10am-2pm!!We hired a technician to fix our computer since our Quickbooks wasn't working. Not only did it take an unnecessary amount of the time, there was no clear result. Our tech, Guy, claimed to be on the phone with *********. They offered to give us a refund for Quickbooks and wanted access to the bank account. We reluctantly gave details until we got suspicious as they had remote access to the computer and could see all our information. The so-called *********** team kept on asking for codes to the bank account and we kept telling them that we just wanted our program to be fixed. Eventually the computer screen went blue and there was suspicious activity with the remote access. Guy claimed to not know what was happening and the fake ********* team also pretended. Later, we got notified that there was an attempt to wire $20k to ********. We had realized by now that the Tech was not reliable and had let hackers or some other fraud company enter our computer. We got a call from another number, from a person who claimed to still be *********, saying they were trying to help us get our money back. Since then, we told the **** to leave and are planning our next course of actions, since our problem was left unresolved and even worse.

  

  Business response

  09/18/2024

  Hi *******. It sounds awful what you went through and certainly sounds suspicious. Unfortunately we have no record of your email address, name or phone number on our database which means you must be mistaking us for another company with a similar name. If you can share any further details other than ones you already have then I can re check but as things stand we have no record of sending a tech to you.

   

  

  Business response

  09/18/2024

  Hi BBB,

  I have now learnt the complaint was resolved yesterday with a full refund. The account was under a different name as I mentioned in my previous response. The customer requested a full refund and one was granted.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for a service for a technician to come to my house to do a computer repair. I got charged for a subscription. Membership fees and service call an hourly rate and did not receive any of those services.Only a remote hookup so they could download other software that I did not want and didn't fix anything.

  

  Business response

  09/16/2024

  The customer ****** ****** submitted the complaint to the BBB the same day he received the service allowing us no time to review and resolve the complaint.

  I can see he has since charged back the full amount of $259 for the onsite service but prior to that did agree a refund of $209 in which he was satisfied with. The subscription was cancelled as requested on 9/2/24. 

  The issue turned out to be with ***** and the Bios as when the tech was onsite no such issue was found or presented itself for the tech to resolve. As the charge back has been honored we see this complaint as resolved.
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction June 9,2024 Type: Computer repair Geeks on Site Ph: *********** They stated they were going to send someone to the house on Sunday morning, and no one showed up and no one called. I called them and they said they could not find anyone to come and repair the computer. These people charge me and did not do the work

  

  Business response

  06/28/2024

  ***** is correct and we were unfortunately unable to assign a technician for him. A representative did call but the line was busy with no option to leave a voice mail. As this was a Saturday the case was handed over to our cancellation team who were available on the following Monday for a follow up. ***** had already called in asking for an update on the technician before a follow up call could be made where he was made aware of the situation.

  We do apologize for this inconvenience as a text message should have also been sent to the customer to inform him of the situation and in this case it was not. A full refund was already processed on 6/10/24. This was also explained to a bank representative by myself calling on the behalf of ************** earlier that same day. 

  Customer response

  06/30/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter in law contacted the company on May 9th 2024 and arranged for a technician to come to our home to fix my computer. The representative scheduled the repair for the following day May 10th 2024 and informed my daughter in-law that the technician would be at our home between noon and 8pm and we both requested text updates. According to the text reminders the technician was to have shown up between 5pm and 7pm. A TECHNICIAN NEVER CAME. When my daughter in-law called the company no one answered and she left a message. Also, the representative stated it was prepaid service so I paid the company in the amount of $278.99. Regardless of the fact they sent an invoice to my email address I provided. The work has not been completed and no communication was ever given to me or my daughter in-law as if the technician could not come. I need my computer fixed ASAP. HOWEVER, if they insist on treating me in this manner I would like my money refunded. I have read other reviews on the BBB website and I think a refund would be the ONLY solution.

  

  Business response

  05/14/2024

  After review I can see the customer did indeed setup a service on 5/9/24 which was prepaid as described. A technician was assigned and unfortunately he did indeed fail to show to the service without informing us so we were unable to inform ***** of the situation. ***** contacted us and informed us the technician failed to show and the service was rescheduled and the service was completed yesterday successfully. I apologize for any inconvenience caused and we are taking disciplinary action against the technician as he failed to inform us he could not attend the service. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GEEKS ON SITE SENT A PERSON TO MY HOUSE ON MARCH 1,2024 TO FIND OUT AND FIX THE FLICKERING ON THE SCREEN OF MY LAPTOP.HE WAS AT MY HOUSE FOR 31/2 HOURS.IN ALL THAT TIME HE NEVER ADDRESSED THE FLICKERING ISSUE, JUST SAID I DON'T KNOW.THEN HE PROCEEDED TO UPGRADE MY UBUNTU...WHICH DIDN'T NEED IT YET AND PUT SOME MALWARE ON...WHICH I DIDN'T NEED.SO 31/2 HOURS LATER I HAD WHAT I DIDN'T NEED AND NOTHING DONE ABOUT THE ONLY PROBLEM I WANTED ADDRESSED.WHEN I SIGNED THE ***** SHEET THE ***** SHEET THE ONLY THING I COULD READ WAS THE EXTRA HOURS HE ADDED ONTO MY BILL.I HAVE SINCE LEARNED THAT NOBODY WOULD EVEN LOOK AT MY COMPUTER WHEN THEY KNEW IT WAS A FLICKERING SCREEN BECAUSE THAT MEANT THE SCREEN OR MOTHER BOARD GOING OUT AND WOULD BE DIFFICULT IF NOT IMPOSSIBLE TO REPLACE BECAUSE OF THE AGE FACTOR. IF THEY WOULD HAVE BEEN HONEST TO BEGIN WITH I NEVER WOULD HAVE HIRED THEM.

  

  Business response

  04/23/2024

  The customer replied to one of our follow up emails in regards to her experience with us and we were first made aware of the complaint 15 days after the technician was onsite. The technician was spoken to in regards to what took place onsite with ***** and he mentioned he first checked the flickering issue and stated he could not see any flickering of the screen whilst he was there. He ran some diagnostic tools and updated the operating system and ran malware checks as the computer was from 2009 and at the request of the customer. As the laptop was fairly old with outdated hardware, this took considerable time to complete. Whilst still trying to resolve the complaint unfortunately ***** has since charged back on the original charges made to her so at this point we cannot complete her desired request of a refund as this will now be dealt with by her bank and is out of our hands. 

  Customer response

  04/30/2024

  I FORGOT TO TELL YOU THAT I WAS READING THE GEEKS ON SITE SHEET THAT I SIGNED AND HAD TO USE A MAGNIFINE GLASS TO READ WHAT THE GUY PUT DOWN TO DESCRIBE WHAT WORK HE DID ON MY COMPUTER. MUCH TO MY SURPRISE, HE WROTE DOWN THAT HE INSTALLED UBUNTU ONTO MY COMPUTER BUT THAT IS A TOTAL LIE BECAUSE I ALREADY HAD UBUNTU INSTALLED SEVEN YEARS AGO, AND IT DIDN'T TAKE 31/2 HOURS TO DO IT.

  Customer response

  05/01/2024

   
  Complaint: 21614636
  
  I FORGOT TO TELL YOU THAT I WAS READING THE GEEKS ON SITE SHEET THAT I SIGNED AND HAD TO USE A MAGNIFINE GLASS TO READ WHAT THE GUY PUT DOWN TO DESCRIBE WHAT WORK HE DID ON MY COMPUTER. MUCH TO MY SURPRISE, HE WROTE DOWN THAT HE INSTALLED UBUNTU ONTO MY COMPUTER BUT THAT IS A TOTAL LIE BECAUSE I ALREADY HAD UBUNTU INSTALLED SEVEN YEARS AGO, AND IT DIDN'T TAKE 31/2 HOURS TO DO IT.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  These people are incompetent and scammers. They will also overbill you. The tech could not even hookup wireless keyboard and mouse to bluetooth. Sat in my chair staring at his phone, then charged me an extra $50. SCAM!! Did not do any part of the job he was paid to do and still charged me full price, AND added $50 extra for claiming to be there longer than 2 hours which is a lie. He literally sat in a chair and surfed the internet on his phone for two hours.

  

  Business response

  01/15/2024

  ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service.

  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.

  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him.

  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up.

  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 

  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 

  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 

  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take. 

  Customer response

  01/16/2024

  ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. THE **** SAT AT MY DESK SEARCHING THE INTER*** FOR ANSWERS THE ENTIRE TIME.

  ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service. ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service.
  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him.
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up.
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  
  

  I WANTED TO KNOW WHAT THEY WERE CHARGING ME FOR SINCE THEY DID NOT LIVE UP TO THEIR DUTIES. AND YES THEY DID NOT SPELL MY EMAIL CORRECTLY, WHICH IS A  JUST ANOTHER EXAMPLE OF THEIR INCOMPETENCE.  ONCE THE RECEIPT WAS FINALLY SENT . I FILED A COMPLAINT THAT I SHOULD BE CHARGED FOR ANYTHING, SINCE THE **** DID ABSOLUTELY NOTHING EXCEPT SIT IN MY HOUSE FOR 2 HOURS AND SCROLLED THROUGH HIS PHONE. THIS SERVICE LITERALLY SHOULD HAVE TAKEN 15 MINUTES. AND YES MY NEIGHBOR, A FIFTEEN YEAR OLD *** DIDI THE *** IN *********************************************** TO PROVE IT? REALLY HOW, A VIDEO, ****, SIGNED AFFIDAVIT FROM THE **** AGAIN MORE INCOMPETENCE.

  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. ABSOLUTE LIE. I NEVER SAID HE WAS AT MY HOME FOR 2.5 HOURS. THE **** DID HOWEVER WAIT UNTIL FIVE MINUTES AFTER THE TWO HOURS THAT HE DECIDED TO WAVE THE WHITE FLAG AND COULD NOT FIGURE IT OUT. THEREFORE HE CALLED THE OFFICE TO HAVE THEM TAKE MY CARD AND CHARGE ME THUS KEEPING HIM AT MY HOUSE FOR AN ADDITIONAL 15 MINUTES. THE **** DID NOT NEED TO WAIT TWO HOURS TO STOP TRYING BECAUSE HE ALREADY GAVE UP AFTER THE FIRST HOUR AND PROCEEDED TO SURF THE *** FOR THE LAST HOUR TO BE ABLE  TO BILL ME. THEN WAITED FIVE MINUTES AFTER TWO HOURS TO STOP TRYING. THIS IS A TYPICAL SCAM MOVE THAT HOURLY CONTRACTORS PULL AND CLEARLY SHOWS HOW THIS COMPANY IS JUST ANOTHER SCAM SHAM.

  He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him. THAT IS CORRECT, BECAUSE I SPELLED IT OUT THREE TIMES TO THE INCOMPETENT REP and STILL ENTERED IT INCORRECTLY.

  
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up. RACIST LANGUAGE? PLAY THE ***** I WILL *** THEM FOR DEFAMATION. OF COURSE THEY USE THE **** CARD. PLAY THE RECORDING OF THE CALL AND PROCE YOUR LIES. THESE PEOPLE ARE SCAM ARTISTS AND THAT IS WHY THEY HAVE TERRIBLE LOCAL REVIEWS. MY STORY IS NOT ALONE, THE REVIEWS FOR THIS COMPANY IS ABUNDANCE AND HORRIBLE.
  
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. PLAY THE RECORDING OF THE CALL AND PROVE IT, OTHERWISE YOU WILL BE ***D FOR DEFAMATION.

  
  If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  OH YOU AGREE TO REFUND MY **** FOR A *** THAT YOU DID NOT DO? WOW, HOW NOBLE. YOU AGREE TO REFUND ME FOR A *** THAT WAS OVERPRICED AND ON TOP OF THAT, ADDING ADDITIONAL FEES FOR RECEIVING ABSOLUTELY NOTHING? WHO IS OUT OF LINE HERE?? YES, I WANT A REFUND AND AN APOLOGY FOR TERRIBLE SERVICE AND THE TIRED RACIST ACCUSATIONS **** CARD PLOY THEY ARE TRYING TO GAIN SYMPATHY FROM OR I WILL ALSO *** THIS SCAM COMPANY FOR DEFAMATION. LETS PLAY THE ****** HERE I AM WASTING MORE TIME ON THIS SCAM COMPANY.

  Customer response

  01/17/2024

   
  Complaint: 21133951
  
  Date Sent: 1/16/2024 4:31:09 PM
  

  ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. THE **** SAT AT MY DESK SEARCHING THE INTER*** FOR ANSWERS THE ENTIRE TIME.

  ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service. ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service.
  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him.
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up.
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  
  

  I WANTED TO KNOW WHAT THEY WERE CHARGING ME FOR SINCE THEY DID NOT LIVE UP TO THEIR DUTIES. AND YES THEY DID NOT SPELL MY EMAIL CORRECTLY, WHICH IS A  JUST ANOTHER EXAMPLE OF THEIR INCOMPETENCE.  ONCE THE RECEIPT WAS FINALLY SENT . I FILED A COMPLAINT THAT I SHOULD BE CHARGED FOR ANYTHING, SINCE THE **** DID ABSOLUTELY NOTHING EXCEPT SIT IN MY HOUSE FOR 2 HOURS AND SCROLLED THROUGH HIS PHONE. THIS SERVICE LITERALLY SHOULD HAVE TAKEN 15 MINUTES. AND YES MY NEIGHBOR, A FIFTEEN YEAR OLD *** DIDI THE *** IN *********************************************** TO PROVE IT? REALLY HOW, A VIDEO, ****, SIGNED AFFIDAVIT FROM THE **** AGAIN MORE INCOMPETENCE.

  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. ABSOLUTE LIE. I NEVER SAID HE WAS AT MY HOME FOR 2.5 HOURS. THE **** DID HOWEVER WAIT UNTIL FIVE MINUTES AFTER THE TWO HOURS THAT HE DECIDED TO WAVE THE WHITE FLAG AND COULD NOT FIGURE IT OUT. THEREFORE HE CALLED THE OFFICE TO HAVE THEM TAKE MY CARD AND CHARGE ME THUS KEEPING HIM AT MY HOUSE FOR AN ADDITIONAL 15 MINUTES. THE **** DID NOT NEED TO WAIT TWO HOURS TO STOP TRYING BECAUSE HE ALREADY GAVE UP AFTER THE FIRST HOUR AND PROCEEDED TO SURF THE *** FOR THE LAST HOUR TO BE ABLE  TO BILL ME. THEN WAITED FIVE MINUTES AFTER TWO HOURS TO STOP TRYING. THIS IS A TYPICAL SCAM MOVE THAT HOURLY CONTRACTORS PULL AND CLEARLY SHOWS HOW THIS COMPANY IS JUST ANOTHER SCAM SHAM.

  He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him. THAT IS CORRECT, BECAUSE I SPELLED IT OUT THREE TIMES TO THE INCOMPETENT REP and STILL ENTERED IT INCORRECTLY.

  
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up. RACIST LANGUAGE? PLAY THE ***** I WILL *** THEM FOR DEFAMATION. OF COURSE THEY USE THE **** CARD. PLAY THE RECORDING OF THE CALL AND PROCE YOUR LIES. THESE PEOPLE ARE SCAM ARTISTS AND THAT IS WHY THEY HAVE TERRIBLE LOCAL REVIEWS. MY STORY IS NOT ALONE, THE REVIEWS FOR THIS COMPANY IS ABUNDANCE AND HORRIBLE.
  
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. PLAY THE RECORDING OF THE CALL AND PROVE IT, OTHERWISE YOU WILL BE ***D FOR DEFAMATION.

  
  If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  OH YOU AGREE TO REFUND MY **** FOR A *** THAT YOU DID NOT DO? WOW, HOW NOBLE. YOU AGREE TO REFUND ME FOR A *** THAT WAS OVERPRICED AND ON TOP OF THAT, ADDING ADDITIONAL FEES FOR RECEIVING ABSOLUTELY NOTHING? WHO IS OUT OF LINE HERE?? YES, I WANT A REFUND AND AN APOLOGY FOR TERRIBLE SERVICE AND THE TIRED RACIST ACCUSATIONS **** CARD PLOY THEY ARE TRYING TO GAIN SYMPATHY FROM OR I WILL ALSO *** THIS SCAM COMPANY FOR DEFAMATION. LETS PLAY THE ****** HERE I AM WASTING MORE TIME ON THIS SCAM COMPANY.

  
  Sincerely,
  
  *****************

  Customer response

  01/19/2024

  I have worked out the issues with this company, they have agreed to refund me in full and have done so. I would like to withdraw my submission effective immediately. Thank you. *****************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5th, the GeeksOnSite representative was scheduled to come to our house to fix our personal computer which would turn on. Computer started working before the visit and we tried calling to cancel but nobody answered the phone. When the technician arrived we told them the problem was solved and attempted to pay him $50 for the visit as per our signed invoice (attached). Technician stated he could not take payment. GeeksOnSite is now threatening to send us to collection yet every time we call they cannot take payment over the phone; on more than one occasion they have hung up on us. The invoice does not have a mailing address or an email for us to process payment. We are trying to pay GeekOnSite but are unable to. I am concerned this is not a legitimate business.

  

  Business response

  10/16/2023

  Hi ****,

  
  Firstly I apologize that the tech was not able to take payment at the time of the service. I can see from our records noted on your account that we reached out to you twice, once on 10/3/23 and again on 10/10/23. On both occasions a voicemail was left and an email was sent to the one we have on file. We did finally make contact on 10/12/23 and I saw someone did try to pay for the service but declined to provide credit card information over the phone. You can send a check to us directly if you wish to: P.O. Box ******, ************, ** *****, just please also include the name on the account which is labelled on the invoice so we know who has sent us the check and if you can make it out to 'Geeks on Site. I have looked into the allegation that we hung up on you as you stated but I cannot find any evidence of this as we have only managed to reach you once after the initial sales call. 

   

  Regards,

   

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired them to remove pop up adds on 10/4/23. After they kept disconnecting...4 hours later they said it was fixed. I tried it. Problem was not. Called the next morning 10/5-23 to notify. 2 hours later it was fixed. I asked for refund early on and agreed to let them try again. 10/6/23. Tried to upload pictures from cell phone to lap top for a report. Could not upload pictures.Called and asked for a refund. Let them try again. Did not fix problem. I called and asked for refund again. They had to "call to get permission". They transferred me to someone else who wanted to charge me for time invested. I mentioned I had lost over 1k in lost billable revenue waiting for them to fix my computer...agreed to another attempt. 5 hours later..no resolution and no one is calling me back to ok a refund. I Hired another company to come out to fix their mess!

  

  Business response

  10/11/2023

  Hi team, this complaint was sent to yourselves on 10/6/23. On this same date I can see from the notes on his account that the issue was resolved and we have had no further requests for a refund from this customer. I can see he requested a refund earlier on 10/6/23 and agreed once more to reconnect with our remote technicians and it seems everything went well. He does cob-orate this part of the story but he states that it was not successful and requested a refund which from our point of view is false. 
  
  We have tried to reach ****** by both email and phone to find out if the issue was resolved by ourselves but we have had no reply. 

  I have attached the call of the final conversation we have with him, the accompanying message on his account and also the email I have sent to him asking if everything was resolved in which he has not replied as of me sending this response. 

  If he states that another company had to clean up the mess we made then he had very little time to do so as we resolved the issue on 10/6/23 (audio attached) and he also sends a complaint to yourselves the same day which leaves little room for another company to be involved. If this is the case then we would require proof of a third party resolving the issue if possible. 

  Regards,

  

  Business response

  10/12/2023

  Hi team, this complaint was sent to yourselves on 10/6/23. On this same date I can see from the notes on his account that the issue was resolved and we have had no further requests for a refund from this customer. I can see he requested a refund earlier on 10/6/23 and agreed once more to reconnect with our remote technicians and it seems everything went well. He does cob-orate this part of the story but he states that it was not successful and requested a refund which from our point of view is false. 
  
  We have tried to reach ****** by both email and phone to find out if the issue was resolved by ourselves but we have had no reply. 

  I have attached the call of the final conversation we have with him, the accompanying message on his account and also the email I have sent to him asking if everything was resolved in which he has not replied as of me sending this response. 

  If he states that another company had to clean up the mess we made then he had very little time to do so as we resolved the issue on 10/6/23 (audio attached) and he also sends a complaint to yourselves the same day which leaves little room for another company to be involved. If this is the case then we would require proof of a third party resolving the issue if possible. 

  Regards,

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 9, 2023, I contacted GeeksOnLine for computer repair. The service was provided remotely and to my satisfaction. I was billed and paid $158.99 for their service. One month later, September 9, 2023, I see a pending charge of $19.99 on my credit card, which I can only assume is a monthly subscription for continued service. At no time did I request anything more than a one time computer repair. I wish to have this charge removed and any subscription discontinued.

  

  Business response

  09/11/2023

  Firstly I am glad you are satisfied with the remote support received and happy with the results. In response to the subscription, we have reached out to you and cancelled and refunded the unwanted subscription as requested. There will be no further charges applied. If you need any further assistance please do not hesitate to reach us on ************.

  Customer response

  09/12/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Geek on Site to do some work on my computer. I paid them with a credit card. I found a charge on my credit card for $19.95. This was for a monthly service fee contract of $19.95 without my permission. I would never ever approved of this monthly service contract. When I called my credit card company they told me the only thing they could do was put a block on the charge. I asked my credit card company to issue me a new number. They told me that it would not help because they would charge me on the new credit card. The only other thing I could do is call Geek on Site and cancel the contract and they would have to issue me a credit. I have been charged for 2 months and Geeks on Site would only credit me back one month. I will never do business with this company again. And I am warning anyone else about doing business with this company to watch out.

  

  Business response

  09/04/2023

  Hi team. In response to *****'s complaint regarding the subscription charge, when the initial service was setup in June, the subscription was sold as a package along with the onsite service. The customer was emailed an invoice of these charges including the subscription charge and we have a signed invoice with the charges applied which I have attached. The customer was then subsequently charged a further two months and once we received communication from the customer that she did not wish to have the subscription it was cancelled and refunded within twenty four hours. No further charges will apply to this customer

  In regards to the late reply from myself to this complaint, I have taken over the previous point of contact for Geeks on Site and the BBB and have only recently been given access to the portal. 
  

*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. ↩