ComplaintsforGeeks On Site

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have attempted to cancel my service for computer assistance both via telephone, internet and on-site with Geeks On Site, ********************************************************************************************************************* Phone ************ multiple times, the last today 9/22/2022 at approximately 5: 20pm Eastern. I have been met with the same carefully scripted associate who takes my information and then tells me they will have to refer me to another department to cancel my services. When I object she states that she is only a **************** Rep and cannot assist me any further. She also states that I will receive an email within 48 business hours regarding the cancellation of services.In reviewing my credit card once again a charge from a 'Pending Charge September 21, 2022 GEEKSONSITE ************************. $24.95. In searching Geeks On Site via the internet there are many references to this operation being a scam. Would you kindly research this company and put an end to this bad business. thank you. *************************

  

  Business response

  09/23/2022

  Hello, 

  Thank you for contacting us. We are sorry that you did not have a positive experience with Geeks on Site. Please note that your service was cancelled and refunded 9/22/22. Should you have any further questions, don't hesitate to contact us again. 

   

  Best regards, 

  Customer response

  09/26/2022

   
  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

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $239 for remote computer repair 7/27/22. Charge included 1.5 hours of in-home computer repair. Issue with computer was that video display would periodically go black yet computer would continue to function. After several hours remote access to my computer, GOS called me and said they resolved the computer issue and found a virus. They strongly stressed that we need their virus program and it would be another several hundred dollar charge. We asked what the virus was and where they located it, but they would not say. We then asked them to send us the repair log showing what they found. They promised they would send it via email in two days. We have yet to receive the log. We then asked for an in-home repair because after they "resolved" the computer issue the computer was not working at all. Now the computer would not boot up and was completely useless. They said for an additional $179 they would send a technician to our residence. We reminded them that we already had 1.5 hours of in-home service included in the $239 charge. After several minutes of discussion they agreed to send a tech and promised the tech would arrive 7/29/22 between 10 and noon. No one called or arrived. We want a full refund as all they did was make my computer problem worse and wasted well over six hours of my time.

  

  Business response

  08/02/2022

  ************** was not able to locate the customer's apartment and missed the appointment window. The customer was fully refunded on 8/1/22.

   

  Customer response

  08/03/2022

   
  Complaint: 17647312
  
  I am rejecting this response because:
  

  They had my phone number and never called saying they were unable to locate my residence. Moreover, several hours after they were scheduled to show, a representative from the company called to tell me they were sorry they did not show and would like to reschedule.  

  Again, their remote service on my computer rendered my computer unbootable which was bootable before their service.  They also told us that they resolved the issue with the computer that was caused by a virus.  They would not tell us what virus or where it was found on the hard drive.  Instead they attempted to sell us a virus program for several hundred dollars.  

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

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to fix my computer, 2 ********* still do not have a working computer. Company is refusing to do as promised. Tech came to the house and pretended to fix my computer by formatting it, this was a waste of time, I knew it and so did the so called tech they sent, I had done research before they came, so I knew formatting was impossible after computer suffers the a blue screen of death. He wasted 2 hours sitting there formatting nothing and looked at it and said it was a hardware problem, it is not as I had the hard drive looked at and it is fine, Tech they sent used that as an excuse to not do the job required.I have called them several times with a way to fix the computer in the time they say i have left (an hour and 45 min) I am disabled and elderly so the solution is beyond my abilities, all I want them to do is send a tech, format a flash drive get the recoverit program off my good computer and plug the formatted disk into the old computer and do the job I initially paid for, and still they wont respond or send a tech. I have not even been able to get a supervisor to return my calls , when i do get anyone on phone all they do is hang up on you and refuse to do anything, I paid them $387.00 for 4 hours of service to fix my computer, when I finally received a call back they said I had 1 hour and 45 minutes left but if I wanted another tech to come in and do the work on the computer it would be an additional $40 an hour in spite of the fact I still supposedly have time left from first visit and first payment, now they are trying to charge me more for the same non service. They sell grossly overpriced services, and do not do anything and will never use this service again

  

  Business response

  07/28/2022

  Hello, 

  The customer purchased a HDD enclosure the onsite tech recommended and a tech was assigned for July 27th but the customer cancelled as she stated she was able to resolve the issue herself. The service was to provide data recovery as the previous tech stated the issue was hardware related and could not fix the issue because of this. 
  
  The customer paid for a 3 Hour Block + 6 Months of our subsciption and has 1 hour and 30 minutes of onsite time remaining with us and she can call us to connect remotely whenever needed.

  We would be happy to send a tech out to assist if the customer would like to reschedule.

  Customer response

  07/28/2022

   
  Complaint: 17600525
  
  I am rejecting this response because: I suggested how Tech could fix my computer by simply formatting flash drives and making a recovery drive, as I am not computer literate but had read up on it, tech told me in a conference call with another party that He felt my suggestion was stupid, would not work and he felt coming to my house after cancelling 3 times was a waste of his time, I got very upset and with painsaking time and what little knowledge I could gather from internet, I managed to format 3 flash drives (I had asked company about doing what I managed to finally do by myself) which as I said formatted flash drives made a recovery drive using my new computer, downloaded it to the old computer, used the trouble shooter that popped u[ (actually I just hit the fix button) and the blue screen of death was removed, I was able to access the original files and saved them to the flash drives, I argued with 6-8 people in that company that I had discovered this way to fix my computer, original tech wanted to remove my harddrive and charge me additional monies for the time it would take for his formatting nonsense, I noticed that in less than 30 minutes I was finally able to get the files I so dearly wanted from old computer, I was also told that ********************************************************************************************* spite of the fact that I supposedly had time left, this company gave me pains in my chest from the arguments I kept having with them, I am elderly and disabled, I thought this would be a reputable company but it is far from that and they have my credit card information and I feel they are going to do to me what they have done to others, repeatedly keep charging me for services not rendered, I feel they owe me more than half of my money back for the sloppy service, unprofessional, uneducated and un-trained technicians (not to mention their technician cancelled 3's on me) as well as the rude customer reps I had to constantly deal with, and the fact that I WAS RIGHT ALL ALONG.
  
  Sincerely,
  
  *********************************

  

  Business response

  08/01/2022

  This has been resolved directly with the customer. She has received a refund of $208.50 for the time that was remaining, plus her subscription. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two weeks ago I contact Geeks on Site to have a problem with my printer resolved. After several calls I was informed, very rudely that they were busy and I would have to wait and that if I wanted it sooner I could call someone else. Over the 4th holiday I saw a charge for $169.00 charged to my credit card without any notice. I did have automatic renewal but got notice before being char Haven't heard a work from Geeks. Geeks violated their part of the contract by refusing me service and I want my $169.00 fee refunded right away.

  

  Business response

  07/08/2022

  Hello, 

  *************** was an annual subsciber to our service called Geeks for Life which allows customers to call in at any time for remote service. Her annual subscription for $169 auto-renewed on 6/17/22. She called in that same day with a printer issue. We tried to connect to resolve her issue, but unfortunately kept losing connection. We proceeded to try and reconnect over the next two days, however we could not resolve the issue due to the speed of her computer. She was interested in purchasing a new computer, so our team tried to reach out several times via voicemail with options, but we never got a hold of her. She called in on 7/6/22 unsatisifed with our attempts to try and help and requested a refund. The refund was provided the next day on 7/7/22.

   

   

  Customer response

  07/15/2022

   
  Complaint: 17535684
  
  I am rejecting this response because: it was a wonderful story but not the truth.  I asked about new computer months ago..  Was NEVER told my computer was too slow, did not get my credit card statement until AFTER I had called and they were rude don't know why they had trouble getting through noone else was and I gave them my husbands number too after a day and they had not called back in,I talked with them again and they didn't call back and the next day I called them and the guy told me they were busy and perhaps I should get someone else do fix it if I didn't want to wait.  When I called wanting a refund I was told someone would call me back in  a few days to explain the refund policy.  I said if I did not receive a call back in 24 hours I was going to file a complaint with the BBB.  They never called but a few days later I saw a refund being issued to me on my email.  No apology just an email saying to expect a refund. Had I not filed a complaint with BBB I never would have gotten anywhere.  I have been a customer for several years until then,  usually everyone is nice; not this time they were totally rude.  I do not treat my customers that way and expect other businesses to treat people with respect.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/31/2022, geeks on site guarantee friendly ************************* experts including printers, cost me $252.95 for a supposedly expert to come and fix my printer after 2 hrs. I told the man to leave because he was no closer to having my printer hooked up and he called his company several times for help one time they hung up on him and the other 2 times they put him on hold and never got back to him. For $252.95 and not receiving satisfaction as guaranteed is not exceptable in my mind, when they are suppose to be professionals.

  

  Business response

  07/01/2022

  Customer ******************************* paid $228 for service on March 30, 2022 and received a full refund of $228 on April 4, 2022

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has truly been the worst professional situation I have ever dealt with. I found this company online. The first guy sent was here for 6 hours fixed nothing and demanded payment. When I called them that night they said that they would send out a trained associate with my printer/copier. They sent out a man named ****** who we thought was amazing. Come to find out he took out $1, ****** and never came back to replace the part we need. Now 3 months later I called another company and not only did he steel our money but the company that sent him to us will not stand behind him. I worked with subcontractors my entire career and if they did something unethical we would not only stop using them, but put our customer back to whole. I called them today and they told me HE said he did refund the money. He never has and will not return our calls at all. All I'm asking is to be made whole again. I have had to buy a new printer and very expensive toner while waiting for him to come back and fix the issue.

  

  Business response

  06/24/2022

  Hello, 

  We have issued a check in the amount of $1480.00 to Crooked Oak LLC- which is the name ******************** requested to have it issued to. The customer has been informed of the refund. 

*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. ↩