ComplaintsforSure Computing

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used successfully Sure Computing in the past for computer repair with no problems. *** *******, the owner of this company was going to log onto my computer remotely because I had problems with possible hackers. I paid him $80 prior to starting this service request and for this service request. When it was time for our remote appointment, *** found that because of a security feature on my computer called "S Mode", he could not gain remote access to my computer and therefore was unable to start the work or do any work and no work was ever started or completed for this appointment, nor anything thereafter. Since this was during Covid, I did not take my compute to his office. I asked multiple times for a refund, and this is when Mr. ******* went silent and failed to respond to my multiple requests for a refund. He did NOT do ANY work because he was not able to gain remote access to my computer due to the security feature. So nothing was done.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/10/12) */ The attached document shows my email correspondence with ********** in which I told her in my first reply to her on July 31, 2020 that, "I'd be happy to schedule a remote session to take a look at your computer to discuss the issues you've been experiencing, but I'd have to charge you $80 for my time." She agreed and eventually sent me a check. After 5 more emails I remoted into her computer and determined that because her computer is in S mode, I could not install Chrome browser. We discussed her anti virus and the messages she had been receiving and I spent 13 minutes on the phone answering all of her questions. She never mentioned a refund until December 6, a full 4 months later. I thought it was very clear that I have a minimum charge for my consulting time and $80 is the amount she agreed to pay. I do not see how she is owed a refund. Business Response /* (-10, 6, 2021/10/12) */ Business supplied email: ********************* Use this address for any contact with the Better Business Bureau Consumer Response /* (3000, 8, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Scheduling an appointment is not doing an appointment. Sure Computing was unable to even ACESS my computer to even BEGIN the work. The scheduled work was not performed. I am due a refund. Business Response /* (4000, 10, 2021/10/27) */ As I pointed out in my original reply, ********* asked a variety of questions and consulting services were provided during the remote session on the telephone in the form of advice and recommendations regarding software and configuration of her laptop computer. I have a minimum charge of $80 for consulting services. Consumer Response /* (4200, 12, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The request work was never started, never completed. The job was to get into my computer remotely and figure out why my computer was being hacked. Sure Computing was not able to start, work or stop this procedure due to the security mode feature on my computer. The work was never done. There was never any access to my computer.

*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. ↩