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:05/01/2024

  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.

  April 30, 2024. $599.00 business committed to fixing any software problems I have for 2 years. All I wanted to do was install some security software. The dispute is scamming me for the money. The software company (Webroot) had a link, supposedly to the Geek Squad, which I used. I thought I was talking to the Geek Squad. and they insisted as much. They are actually ************ A "tech" named "***************************" (strong south Asia accent) (phone 800-209-3705/3701, ext. 103) spent about 90 minutes working on my computer, stating that in his initial analysis he detected network issues that he said were blocking my ability to install the software. I agreed to let him use logmein so he could access my system. I monitored the laptop display carefully to see if his activities made sense (they did not). Ironically, the original security software was ultimately installed as requested. However, in the process of "fixing" the network issues he detected, he changed security software systems that were originally installed by the real Geek Squad. He installed a firewall (www.sysinternals.com) and AdwCleaaner from Malwarebytes (whose software I had been using) that cost me $599 for a two-year service contract. He did provide links to their "help desk." Before "activation" of the new security software came the fee process. I had to electronically sign forms and wrote a check which he scanned using my printer /scanner. I saw no evidence that he activated the "new" software. Once the paperwork was done, he was quick to end the call. When he was done his "work," I saw no changes in the system performance, except that a number of applications had been removed. My concern is that during this "work" he could have easily added a "back door" for future security breaches. I am 74 years old and was scammed. I believe the real Geek Squad is aware of such organizations but is doing nothing to block them from such scams.

  Business Response

  Date: 05/15/2024

  Thank you for contacting the Better Business Bureau (BBB) and for bringing your concerns to our attention. We sincerely apologize for the confusion and frustration you experienced during your recent interaction with *********.

  
  We understand from your statement that you contacted us on April 30th, 2024, seeking assistance with installing security software. We want to clarify that ********* is a separate company from Geek Squad. We strive to be transparent in our communication, and it appears there may have been a misunderstanding regarding our company identity during the initial contact.

  
  We apologize if the representative, did not clearly identify himself and ********* at the beginning of the call. We take customer concerns seriously and will address this with our team to ensure clear communication in the future.

  
  Regarding the services provided, we can confirm that ***** addressed the network issues you mentioned, which could have been hindering the software installation. The firewall (www.sysinternals.com) is a free and legitimate tool used to improve network security, and AdwCleaner from Malwarebytes is a reputable anti-malware program. We offer a two-year service contract that includes ongoing support and maintenance, which is reflected in the $599 fee.

  
  We understand your apprehension about the remote access and software activation process. We assure you that ***** did not install any backdoors or engage in any malicious activity. We value customer privacy and security and have strict protocols in place to ensure safe remote access and software installation.
  We regret that you haven't noticed any improvement in system performance after the service. We would be happy to have a senior technician review your system remotely and address any further concerns you may have. This would be a complimentary service, and there is no obligation to continue with our service contract if you are not satisfied.
  Please feel free to contact us directly at [phone number] or reply to this email to schedule a complimentary review with a senior technician. We are committed to resolving your concerns and ensuring your satisfaction with our services.

  
  Sincerely,
  The ********* Team

• Initial Complaint

  Date:03/21/2024

  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.

  March 8, 2024 $999.00 business committed to fixing any software problems I have for 3 years.The dispute is scamming me for the money. They don't really fix software problems. I thought I was talking to the Geek Squad. that's who I called. they insisted they were the Geek Squad. One person spent hours moving things around on my computer, When he was done nothing had been fixed. When I questioned him, he (East Indian) suddenly talked in a much thicker accent the BECAME unintelligible. He had me write out a check, photograph it and email it to him, pressuring, pressuring me. I am 77 years old and I was scammed. This was elder abuse.

  Business Response

  Date: 04/05/2024

  Dear *******************************,

  Thank you for contacting the Better Business Bureau (BBB) and for reaching out to GeekTek Solutions directly. We take all customer concerns seriously, and we understand your frustration. We want to assure you that you were not scammed, and that GeekTek Solutions is a legitimate business with trained technicians dedicated to resolving your computer issues.

  
  Here's what we can clarify:

  
  GeekTek Solutions vs. Geek Squad: We understand the confusion. We are not affiliated with Geek Squad in any way. We are GeekTek Solutions, a separate company offering virtual computer repair services.
  Technician Communication: There seems to have been a miscommunication between you and the technician. We apologize if his accent became difficult to understand during your interaction.

  
  Service Transparency: We strive for complete transparency. Our technicians typically explain their steps while working, but we can see how this might not have translated well in a virtual setting. In the future, we'll encourage technicians to explicitly confirm understanding before proceeding.

  
  Payment Method: We apologize if the technician pressured you about the payment method. We do not condone pressuring tactics. Our standard practice is to process payments securely through our online portal after the service is completed to your satisfaction.

  
  Moving Forward:
  We are committed to resolving any outstanding issues you may still have. **************, ***************************, will be reaching out to you within the next 24 hours to schedule a convenient time to revisit your concerns and ensure your computer is operating to your expectations.

  During this call, ***** will explain his troubleshooting steps in a clear and concise manner, answer any questions you may have, and work diligently to fix any remaining issues.
  We value your business and want to regain your trust. Please know that you are in safe hands with GeekTek Solutions. If you have any further questions or concerns before the technician reaches out, please do not hesitate to reply to this email.

  Here at GeekTek Solutions, we value diversity and inclusion within our team. All our technicians are highly qualified, and we encourage open communication during the service.
  We value your business and want to regain your trust.

  Please know that you are in safe hands with GeekTek Solutions. If you have any further questions or concerns before the technician reaches out, please do not hesitate to reply to this email.

  
  Sincerely,
  The GeekTek Solutions Team

• Initial Complaint

  Date:11/01/2023

  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.

  Business claimed it would clean our computer router of any Trojans or other problems, and then guarantee the router for life to have no further problems. We paid $1099.99 for this on June 2, 2023 on October 30, 2023 the company called and claimed they had noticed some irregularities, with our computer performance. upon taking control of our computer, they stated that we had a Trojan present on our computer called CSRSS this was the same Trojan.They said they were cleaning out back in June for cleaning a second time they requested another payment for a higher level security at the cost of 800+ dollars. I refused this deal and the next day called *****************, who supposedly was the technician who cleaned our router. I was told he was busy and would call back. He did call back and announced himself as ***. However, he was the same person, **** that I had spoken with the day before.

  Business Response

  Date: 11/30/2023

  Hello Ma'am. Firstly, I would like to apologise for the delay in responding to you and also for the inconvenience that has been caused to you. I'm the Senior Manager here at the organisation and will personally look into this matter. I would like to say that we always thrive to provide the best possible customer service to our respected clients. Be rest assured you will receive the same. I am currently working with ***************** to investigate on this particular issue and will very soon get back to you with a resolution. Here on if our assistance is not as per your expectations, be rest assured that we will partially refund for the service provided as over 30 days we do not do a full refund as per the company policy. We have a no refund policy after 30 days but we will still honor your request if we are not able to solve your problem. We will be in touch. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20811566
  
  I am rejecting this response because:
  That is their way of operating. They(he) always says the same thing. The phone is their (his) way of communicating so no written record. (I have a strong feeling this is a one man operation as he made the mistake of telling me he was **** and transferring my call to *** who then slipped  said he was *********

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