1 Customer Reviews
Review from WV V.
1 star08/19/2024
Service was quoted for one price with an expectation of 1-2 hour completion time. The technician on site wasted time looking for irrelevant equipment and billed for time used to chat after services were completed. The services provided did not solve the issue and messages to the technician after the work they provided explained that there seemed to be a separate problem, which the technician said was not possible. After applying a googled solution to the separate problem, the system worked again and the services the tech provided were not actually applicable to how the problem needed to be solved. The company continued to bill the original invoice amount, almost 3x the quoted price. After a few weeks, the owner of the company suddenly called repeatedly, then sent multiple emails and texts accusing us of lying and saying horrible things about how rude we were and they had been trying to reach us for several weeks, which documentation showed was not true. They accused us of trying to not to pay the invoice, which was also not true - we requested 3 times to adjust the invoice to a more appropriate price given that we had to solve the issue ourselves and had no working tech in our business for almost 4 days. We had to block the owner of the company and other employees from contacting us because they began harassing our business with more repeated texts saying extremely rude things.
Techifi Response
09/09/2024
Thank you for the opportunity to address this complaint. We value our reputation for providing professional and high-quality service, and we take this complaint very seriously. Below is our account of the situation:
Our company was hired to address issues with the clients technology system, which upon inspection, was in significant disrepair due to prolonged neglect. Before commencing any work, we provided the client with our standard hourly rates and an estimate of the time required to complete the job. At no point did we guarantee a fixed price of $500 for the service. The client was informed that the final cost would depend on the time spent troubleshooting and repairing the system, as well as any additional steps necessary to bring the system up to manufacturer-recommended standards.
During the service,our technician took necessary steps to address the system's issues. This included investigating underlying problems that were affecting the systems performance. Contrary to the clients claims, the technician did not waste time on irrelevant tasks but was instead following professional best practices to ensure a thorough resolution. The client later claimed that the technicians work was unnecessary, but the steps taken were essential given the poor condition of the system.After completion,the client expressed dissatisfaction with the invoice, insisting that we had promised a total of $500 for the job. Despite providing documentation of the original estimate and explanation of the time spent on-site, the client became upset and alleged that we were calling her a liar. In an effort to resolve the issue amicably, we reduced the invoice to $500, even though this was well below the amount of time and effort expended by our technician.
Despite this concession, the client filed a complaint with the BBB and left a negative ****** review. While we respect the clients right to provide feedback, we strongly disagree with her characterization of our companys conduct. At no point did we harass or act unprofessionally toward the client. Multiple attempts to contact the client were made to resolve the matter in good faith,and any communication was strictly professional.We regret that this situation escalated to the filing of a formal complaint, but we believe we acted fairly and reasonably throughout the process. We remain committed to delivering excellent service to all of our clients and hope that this response clarifies our position.
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