ComplaintsforTotal Tech Care 360, LLC

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have paid Total Tech Care $400 on 10/12/2022 good until 1/224 for computer science. I have left numerous messages and emails for the last 2 weeks and get no response. I don't know if they are still in business

  Business response

  04/27/2023

  Please call ###-###-####. We are most definitely open for business. We have technicians standing by ready to help you. We have also created a case for you where a technician will call you today.  

  Customer response

  04/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:No one from the Company has returned my calls and or emails 
  
  Sincerely,
  ***** *********
  

  Business response

  05/02/2023

  Hi *****, our technician has tried contacting you several times and sent you an email. Please also call our ###-###-#### for immediate assistance. 

  Customer response

  05/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********* I still can't reach them 

  I've gotten no call from them or emails. Don't know what to do?? They don't answer there phone or email 

   

  Business response

  05/10/2023

  *****,

   

  Our technician has tried to contact you and is trying again right now. 

  Customer response

  05/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:the Company has not contacted me either by phone or email? I have called them and emailed them still no response 
  
  Sincerely,
  
  ***** *********

  Customer response

  05/11/2023

  The phone number is *** *** **** The email is **************************** , ******************************* When you call the number it tells you they are very busy and to send them an email or wait on the phone, if you wait it then tells you to leave a message. 

   

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for an auto renewal last year for $100.00. I called then and they said they could not refund the charge, but would remove the auto-renewal. They removed the software from my computer and I thought it was gone. I was just charged again on 1/8/2023 for another auto renewal for another $100.00. They will not return my calls or emails. Serious scam. Please let me know how to stop them.

  Business response

  01/11/2023

  Hi *****,

   

  Our billing manager will be calling you to explain the charge. Thank you! 

  Customer response

  01/12/2023

   
  Complaint: 18715140
  
  I am rejecting this response because:
  

  I have left several (3) messages with my name and number to the "billing" department to return my call.  I was told by tech services that this was cancelled, but someone conveniently "forgot" to remove the Auto-Renewal and then was transferred to the "billing" department where I left a message.

  Looking back at my previous statements, I think the original cancellation date was actually in May, 2021 by Phone with a guy named *** Something?. I had contacted them after the $150 Jan 8, 2021 charge to cancel. They said they could not remove the charges up to that point. I did not know that they had started charging me monthly for a service that I didn't know I had. They said that I did not cancel the "security" part of this service and I told them then to just cancel everything and a guy got on my computer and "removed" all of their software. I was told then that someone "forgot" to cancel the Auto-renewal. Well, it seems that someone conveniently "forgot" to cancel it again and now I was charged another $100 for Auto-Renewal 1/8/22. I contacted them again and got the same answer that someone had "forgotten" to remove the Auto=Renewal, but all services had been cancelled previously. They then charged me again in Jan 08, 2023 for $100 for Auto-renewal of this same service that was cancelled. I never know what to believe with these guys and I don't know how to keep them from charging me more to this account. I don't remember giving them a check in the first place so it must have been on my Debit Card/CC.
  
  This has been a nightmare trying to remove their "authorization". They have odd business hours in mountain time (9-5) and this is supposedly a 24/7/365 service. I have left several messages every time I try to get in touch with them and get the runaround that I said to keep the "security" service which is a blatant lie. 

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

  Business response

  01/20/2023

  *****,

   

  Again please stop slandering our company with false info. You are mistaken on many accounts.  We have your account closed and wish to not have further communication. 

   

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

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Jan 18th ***** charged to our Mastercard , $327.10 for what was supposed to be a repair of some kind for our computer . I was under the impression that this was a representative from "Windows" and was legit . scared the * out of me ! I guess I dont understand all this tech stuff . Then again , no phone call , I get a statement , was billed on Feb. 16th for $39.23 . I phoned and they said its a monthly charge , we said we dont want tyhis , we dont want nothing to do with you ever again . Stop this now ! . they did , we didnt have anymore charges to our master card . Now Jan . 17th 2022 we get a charge for $128.27 . They wont answer phone calls or emails . I want this to stop right now . No more charges ! . please help , feeling useless and humiliated , I never saved any proof , I dont know how .

  Business response

  02/16/2022

  ******,

  You did cancel our monthly technical support in Feb 2021 but continued to have our security software for a year and that auto renews every year so there is no lapse in coverage. We have partnered with renowned BitDefender and use their business GravityZone security program.  It is best in class anti virus and malicious software made for businesses that we offer to our customers.  We apologize for any miscommunication and our records show we have talked to you on the phone a couple of times in the last couple of days.  We have canceled your security membership and consider this matter resolved. You can continue call us at ************ and a representative will answer any other questions you might have.  

   

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

  Customer Service Manager 

  Customer response

  02/16/2022

   
  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.BUT I asked to be re-embersed the last $128.27 to our credit card please . Then we will be happy , thanks
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dates sept. 11th ****** , oct. 12th ***** , nov. 12th *****. These are charges on my credit card.I never spoke with this company and I do not have a contract. I do not answer any telemarketing calls.I will report this to my bank and I will need to get a new credit card. This is fraud charges. Plus as I read their ads 100 $ is a year. They charged that plus monthly charges. So this isn't even their service charges. I never signed up for this and I have never had them service a computer. I have a chromebook and I dont even use this. I cant get ahold of them .

  Business response

  12/01/2021

  Hello ****, 

  we are sorry to hear about the situation. We are available for you at ************ and you can also email us at **********************************

  ****************** spoke with you on September 10th 2021, for total of 17 minutes, we have a phone recording of the conversation. The initial $100 charge, was for recovering your email and helping you with your chromebook. That same day you also spoke with **************** twice, for total of 24 minutes. Both phone calls were recorded as well. We clearly stated our service charges and our membership. You agreed on the 30 days trial, which renewed for $29.99. Since then we have also sent you 6 emails, which have been delivered to your inbox. Those emails also clearly state our charges. 

  We are more than happy to discuss and resolve the situation with you so please reach out to us via a phone call or email. 

  Thank You.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I declined to renew my coverage when I had the last service on my computer. I am not sure of the date but it was in October. I received my aster card **** in November alerting me to the fact that Total Tech had billed me $400 for another year. This was amount was never discussed with me and is in excess of the prior two years. I e-mailed to tell them I did not wish to renew the service. I received a phone message from a ***************** saying he wanted to discuss this matter. I exchanged a message also and eventually spoke to **************. He informed me he would not refund my money that I had signed a contract two years ago saying they had the right to **** me without notice and that they had no record of my declining to renew the coverage. He wanted me to tell him who I talked to and when. He has the records as we well know of who and when. I am not responsible for the fact that his employee does not keep records. This summer I had several e messages to them that I am sure they have as another employee referenced them to me when I complained about their lack of response to me. He said they called me several times. However, they never left any messages so I do not know when they ever called me. ************** was very confrontational and dared me to cancel the charge to my credit card as thy had a right to do this without permission. I had no idea that they would ignore my refusal to renew the contract the prior month. I certainly had no chance to even review what the new charge would be. He told me too bad that I would not get my money back.

  Business response

  11/29/2021

  We are sorry to hear about the situation, however we would like to get some facts straight. 

  ******************************* has been a customer of ours since June 2019. In December of 2019 she added an additional service, which is our security protection. She was a monthly member, automatically renewing every month, until October 2020. In October of 2020 she took advantage of our annual service plan, which automatically renewed in October of 2021. All those services are documented and we have receipts and electronic signatures on all agreements. In addition, our system tracks all emails and phone calls. 

  We do not have any incoming calls in October from *******. What we have is our agents, trying to call her 3 times on October 18th and 19th, 2021 leaving her 3 separate voicemails in order to reach her and schedule a tune-up service. Prior to that, we spoke to her in June and April of 2021, completing complimentary tune-*** both months as they are part of her service. 

  In addition, to all this we sent 3 reminder emails every month. She has opened our emails for the last 4 months in a row. August, September, October and November of 2021 she has seen and opened our emails reminders. During that time frame we do not have a single email reply or email sent from her to us until November 22nd, when the conversation about the annual renewal started. A month after the renewal of her services. 

  All phone calls are also recorded and we can confirm that ***********************, was nothing but polite and patient with the customer. If anything, she was inpatient, ***et and used bad language against him and our company. 

  As a business, we strive to provide the highest value for our customers and keep them happy and satisfied. This is why we document every single step of our processes and keep records of all communication and agreements. *******, has used our services for over 2 years during which she has seen the automatic renewals and even taken advantage of savings that we offer to our long term customers. We have worked on her devices multiple times, provided licensed software including security and data back up that does renew on yearly basis. We are not able to terminate those licenses and get our money back as they are paid for and valid for the year of service. 

  Unfortunately, after reviewing the account and all the documentation we have, we can not issue a refund. She is covered until the end of October 2022 with our licensed software and can use our services anytime she needs to. In October 2022 her services will be terminated and she will not be billed for the following year. 

  Customer response

  11/30/2021

   
  Complaint: 16178342
  
  I am rejecting this response because: These are lies I did not receive the messages as my message machine works well. I in Fact complained to the last two people I spoke to of this. I did not agree to renewing my contract to this year. I see no mention of my e-mails complaining of their service or lack of it. They are trying to take advantage of a 72-year-old widow who is very badly lacking in computer skills. I took their service on when my husband died and I had no idea how to take care of things. I now have enough skills to do somethings myself. I know I can run malware myself which is about all I see them do remotely.  I have said I was not going to renew their service this summer in e-mails I sent them
  I told the last person who had do work with I did not wish to renew when he asked me. If they want to lie about this then they are a dishonest l business. If I have lost my $400 to them I want it on record that they are not truthful and certainly take advantage of people who rely on their honesty as a reputable business should. I do not want their business.
  Sincerely,
  
  *******************************

  Business response

  12/01/2021

  *******, 

  as we stated before, all of our work and communications on our end are recorded. We do not see any of the emails or phone calls you are referring to. Please feel free to forward any information you have to **********************************. 

  We have communicated with you and assisted you multiple times during the years that you have been a customer of ours. Stating that we are trying to take advantage of you is simply not true when we have provided so many services to you. Please give us a call or send us an email with your emails that you believe you have sent us. 

  Unfortunately, it sounds like you may have been in contact with someone else and not us. Because again, we do not have any records of any phone calls or emails that you are referring to. 

   

  Customer response

  12/02/2021

  I am sorry but   am having trouble with your format. I tried to make a response to the secod reply of Total Tech Care.  I

  It is incredible that I could be talking to all of these wrong people all this time and that they would be preforming work on my computer.   If these are the wrong people why would they have tried to get me to renew my contract?  Where are all the e mails I wrote on their own system this summer complaining of their lack of service. The reason I have none of this documentation is I did not know that I had to keep a journal of all of my interactions with this company. We all know computer and phone records can be altered . 

  I have all ready  written off the $400.oo but I want it know what this organization is doing. To the unwary.  New Users should keep a written journal of all  communications and  work done on their system.   They should find a way of keeping a copy of any computer communications too.

  If I had known I would not be having this problem now. The only email and phone contact II did with them by the way was using their own contact icon on my computer.

  Thank you for your time and efforts on my behalf Beverly  R.Harrisobn

  Customer response

  12/02/2021

   
  Complaint: 16178342
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

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