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:04/28/2026

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Complaint against: OnTech Smart Services Website: REMOVEDTransaction Date: April 25, 2026 Order Numbers: #REMOVED(Wall Fish charge) and #REMOVED(original installation order)Amount in Dispute: $68.90 ($65.00 + $3.90 tax)Description of Complaint:I scheduled a free Starlink installation through OnTech Smart Services. OnTech arranged the installer (through Dish Network). The installation appointment was set for April 25, 2026.During the appointment, the OnTech installer charged me $65.00 for Wall Fish Installation - Starlink OSS (Order #REMOVED). This service was never provided no wall fishing or cable running through the wall was performed.Worse, the installer told my wife that the $65 charge was not actually for wall fishing, but for a warranty policy that would cover future repairs if anything broke or needed fixing. I was therefore billed for one specific service that was never rendered, while being simultaneously told the charge was for something entirely different. This is a clear case of misrepresentation and deceptive billing practices.OnTechs own disclosure policy states that they will cancel in-person charges for goods and services that are not provided at a retail location, without penalty or obligation to the customer. This charge was made in my home during the installation visit and should therefore be canceled per OnTechs stated policy.Desired Resolution:1. A full refund of the $68.90 to my original method of payment.2. Written confirmation that the original Starlink installation was completed as the free service I was promised and that no further charges related to this installation will be made.3. An investigation by OnTech into this installers conduct and the apparent misrepresentation of charges.I expect OnTech to resolve this matter promptly and in full. I am filing this complaint with the Better Business Bureau because the company has engaged in dishonest and fraudulent billing practices.

  Business Response

  Date: 05/05/2026

  May 1, 2026
  
  
  
  Mr. REMOVED
  REMOVED
  REMOVED
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear REMOVED28, 2026, we received your complaint, dated April 28, 2026, filed with the Better Business Bureau.
  
  You stated that you ordered a REMOVEDinstallation. While on site, the technician offered a wall fish installation for $65.00. You said this service was misrepresented to you and are requesting a refund.
  
  On April 7, 2026, you purchased an installation for StarLink services. The installation, which came at no costs, included:
  
  Selection of the optimal dish location by a trained technician to ensure proper signal reception.
  Mounting the Starlink dish.
  Routing the cable from the dish to the interior Starlink modem.
  Connecting and powering the provided router.
  System activation, performance testing, and a comprehensive Starlink application walkthrough.
  
  The installation was scheduled and completed on April 25, 2026. As outlined in the service terms, our technicians are authorized to suggest and offer additional services while on-site. In your case, the technician offered the "wall fish" service, which is a premium service involving routing cables inside the interior walls.
  
  Following an internal review with our local office, we confirmed the wall fish service was completed according to the established service description. OnTech provides a 90-day workmanship warranty on Starlink installation services, beginning from the installation date. Should you report a defect in workmanship within this 90-day period, and we confirm its existence, we will promptly correct the defect. Please note, this warranty covers workmanship only and does not apply to defects resulting from acts or omissions by you or third parties (e.g.,misuse of products) or defects related to the products or devices themselves.This warranty is also non-transferable.
  
  After a thorough review of the service performed, we determined that the $65.00 fee for the "wall fish" service was completed and appropriately billed. Nevertheless, as a gesture of goodwill due to the misunderstanding with the warranty, we processed a full refund for this specific charge. Please allow 7-10 business days for processing.
  
  We appreciate your feedback which has been shared with the appropriate teams.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 05/06/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.   
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:04/13/2026

  Type:Order 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.

  Hired them to install my ring doorbell.Installation done but theres something wrong and they refuse to come back and fix the problem. Nasty on the phone. Im 77 years old depending on the doorbell for security. I understand that they are not bbb participant. Now I know why. Any assistance would be appreciated

  Business Response

  Date: 04/21/2026

  April 14, 2026
  
  
  
  Mr. REMOVEDPutter
  NY REMOVED
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDApril 13, 2026, we received your complaint, dated April 13, 2026, filed with the Better Business Bureau.
  
  You stated that you experienced issues with the doorbell you had installed, and your request to have someone return to your home was denied. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns.
  
  My attempts to contact you by phone were unsuccessful.
  
  On February 7, 2026, you scheduled OnTech Smart Services to install a smart doorbell and a power adapter. The initial appointment was scheduled for February 18, 2026. Upon arrival, our technician noted that the required power adapter had not been received. We proceeded with the doorbell installation and scheduled a follow-up appointment for the power adapter installation on February 27, 2026. On February 27, 2026, we arrived and found that the device you intended for us to install had still not arrived. We offered to install a comparable device from our available stock, an offer you declined,stating your intent to utilize the manufacturer's warranty. On March 3, 2026,you contacted customer service to schedule the final installation, confirming you had received the power adapter. We arrived on March 6, 2026, and successfully completed the installation of the device.
  
  A review of our call logs indicate no contact from you since the completion of the installation. All interactions reviewed were conducted professionally and any delays encountered were solely due to you not having the power adapter available on site, a situation further prolonged by your refusal of the alternative solution we provided.
  
  We regret that you are experiencing an ongoing issue with the doorbell. Pursuant to our terms of service, which are accessible on our website, OnTech provides a sixty-day workmanship warranty. Should you notify OnTech of a verifiable defect in the workmanship of the services within sixty days following the service date, we will correct said workmanship REMOVEDinitiate this process, you must contact us by calling REMOVED.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  On Tech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:03/24/2026

  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.

  On-Tech installed Ring cameras at my house on 1-15-26.They were called back to fix the front camera installation, which was done two days later.No-one knew until 1 month later that the back camera was also not installed right. That camera abruptly went dead, and a replacement was sent by Ring. We then noticed that the camera still is not mounted properly on the bracket, but just laying on top of it. So, any strong wind could shake it or bounce it off the wall. As of now, I cannot get anyone to install the replacement. Ring does not install, and REMOVEDat On-Tech was quick to tell me that I am now out of a 60 day warranty from them and I have to pay $159.99 for them to return for that one camera! So, there goes customer service on a still very active issue. No accountability, no proper service. They don't even ask for me to send pictures or anything, just so quick to say "your 60 days are up!" on a camera they did not even install right until found out a whole month later! So, next time you call them to install, still spend the money to get a professional to fact check their work so you don't get called out for being off warranty. Very same thing happened to me a few years ago, and they did return to see and fix their bad work though! Disappointing.

  Business Response

  Date: 03/31/2026

  March 25, 2026
  
  
  
  Ms. REMOVED
  CA 91360
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Ms. REMOVEDMarch 25, 2026, we received your complaint, dated March 24, 2026, filed with the Better Business Bureau.
  
  You stated that you had Ring cameras installed on January 15, 2026. However, the camera ended up being faulty and was replaced by Ring. You indicated that upon an attempt to reinstall it, you found the installation was not correctly done. You said that when working with customer service, you found the installation was out of warranty and a charge of $159.99 would apply to reinstall the REMOVEDare requesting that the installation be corrected without charge.
  
  My attempts to reach you by phone was unsuccessful; however, I left a voice message.
  
  Our records indicate that your Ring camera installation was completed on January 15, 2026, following your purchase of a Security Kit ten-piece installation and two outdoor camera installations. This service was scheduled after your Smart Home Advisor consultation, which was purchased on December 1, 2025, and conducted on December 22, 2025.
  
  Per our Terms and Conditions, OnTech Smart Services provides a 60-day workmanship warranty beginning on the date of service. This warranty covers confirmed defects in workmanship reported within that 60-day period. If a defect is identified within this timeframe, we will correct the issue at no additional cost. Please note, that you previously utilized this warranty on January 16, 2026, when you contacted us regarding camera placement concerns. At that time, we completed a reinstallation at no charge to address the issue.
  
  Your most recent request, submitted on March 24, 2026,falls outside of the 60-day workmanship warranty period. As a result, any additional service, including assessment or reinstallation, is not covered under warranty and is subject to standard service fees. The charge of $159.99 quoted by our support team reflects the current rate for this type of service.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  On Tech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:03/18/2026

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I am writing to formally file a complaint regarding a highly unsatisfactory experience with your companys REMOVEDservice installation and customer support.On the date of my scheduled installation, your assigned technician arrived at my residence but immediately demonstrated a lack of professionalism and willingness to perform the required service. Despite my attempts to provide helpful input regarding the installation, the technician refused to listen or consider any suggestions. He ultimately failed to complete the installation altogether.Instead of performing the work, the technician spent an excessive amount of time sitting in his vehicle. During this time, he repeatedly engaged in vaping both inside and outside the vehicle while on my property. When I requested that he contact his supervisor to address the situation, he declined to do so initially. After further insistence, he eventually made a call, but the supervisor did not answer and did not return the voicemail that was left.Most concerning was the technicians statement that he did not have time to complete the installation and his recommendation that I seek services from a competing company, which he claimed provides better service. This is completely unacceptable behavior and reflects poorly on your organization.Following this encounter, I attempted to escalate the matter myself. I contacted your companys main office and requested to speak with a representative who had previously reached out to me and left a message. Although I returned that call promptly, I never received a follow-up response.This entire experience demonstrates a serious lack of professionalism, accountability, and customer service. As it stands, my installation remains incomplete, and I have wasted significant time attempting to resolve this matter.

  Business Response

  Date: 03/26/2026

  March 19, 2026
  
  
  
  Mr. REMOVED
  VA 24534
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDMarch 19, 2026, we received your complaint, dated March 18, 2026, filed with the Better Business Bureau.
  
  You reported an unsatisfactory experience with an OnTech installer, stating that the technician behaved unprofessionally and was unable to complete the installation. You also indicated that after contacting customer service to file a complaint, you were promised a callback, which you missed,and no additional follow-up was received. You requested that we return to complete the installation.
  
  Our records show that on March 6, 2026, you scheduled a complimentary Starlink installation for March 14, 2026. On that date, an OnTech technician arrived and conducted a pre-installation assessment to determine a mutually agreed-upon installation plan. However, an agreement could not be reached.
  
  We strive to provide our customers with the best pay-TV and installation experience at a reasonable price. Although we take pride in our overall customer satisfaction, in rare instances we are,regrettably, unable to satisfy some customers requests. While we appreciate you choosing DISH Network and OnTech Smart Services as your service provider,we feel that we can no longer sufficiently meet your installation expectations.Therefore, effective March 19, 2026, we will no longer be able to provide in-home technical services or installations, including the Starlink installation. 
  
  Given the circumstances, you will be released from any early termination fee that might otherwise be payable under the terms of your contractual agreement with REMOVED
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 03/26/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:03/17/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  For the past year, your company has been seeing a reduction in quality of its representatives. They keep asking for random things and claim it's a requirement, but it's always something different. I tried to schedule with a representative who was being unbelievably rude to me during the call, but when I start calling it out he starts saying we "have to keep it professional or I will have to disconnect the call". When he finally says it's scheduled, I see it's not scheduled nor do I see a confirmation email. He also consistently claims that the supervisor is "unavailable", even puts me on hold for like 5 seconds before saying it. Your company is full of liars and cheats who can't do the bare minimum, and I can tell they're all from REMOVED. I am demanding that you reduce the price of my installation to be $100 less than the current quote as compensation for this treatment and inconvenience.

  Business Response

  Date: 03/24/2026

  March 19, 2026
  
  
  
  Mr. REMOVED
  AZ 85308
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDMarch 17, 2026, we received your complaint, dated March 17, 2026, filed with the Better Business Bureau.
  
  You indicated that you initially contacted customer service and experienced an unsatisfactory interaction. During that call, you requested to speak with a supervisor and did not receive a confirmation email. You were subsequently placed on hold and the call was disconnected. As a result, you requested a $100.00 credit.
  
  On March 17, 2026, you contacted us to place an order for a SimpliSafe installation (up to 20 devices), including four outdoor cameras and a video doorbell installation. During the ordering process, you expressed concern regarding the interaction and requested a supervisor. At that time, the agent advised you that a supervisor was unavailable and offered a callback, which was declined. The order was then completed. You later contacted us again and requested a supervisor. Although one was still unavailable, you asked to remain on hold until one became available. When a supervisor did not become available, the call ended. On a subsequent call, an agent successfully assisted you in obtaining your order confirmation.
  
  During our discussion, we reviewed your experience in detail. I identified a systemic error that our teams are diligently working towards a fix. While this does not impact the scheduled installation for March 28, 2026, it did affect how the order REMOVEDconfirmed that you received your order confirmation and that the work order now reflects your requested services. In consideration of your experience, your request for a $100.00 credit has been approved. A total refund of $120.00 will be issued. Please allow seven to ten business days for processing.
  
  We appreciate your patience. Your customer concerns will be addressed internally.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 03/24/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:03/12/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Im very sorry I didnt check out reviews before I hired them. I called and OnTech to come to my home that we just purchased that had an EXISTING SimpliSafe Security that needed to be updated. I was quoted $159.99 to have them come to home. $159.99 was for 1 hour of service. REMOVED, The technician was here for exactly 58 minutes. Were charged an additional $174.06 that appeared on my credit card for the next day. We did not purchase anything, and he only checked on the doorbell, did it adjustment, and checked the batteries on the doors. We did need new batteries that he did not supply. When I called to complain, I was not able to speak with a manager, and they would not even give me the address to make a complaint. They stated that they did an investigation, But they never contacted me or asked me any questions. The ticket is closed and they will no longer discuss anything with me. The technician, REMOVED, in his notes, said that the SimpliSafe system was given to us by a relative, and he had to hook everything up. The system was here when we purchased the house three months ago. This company is a scam, and a rip off. I am happy to pay the $159.99, but not for an additional hour that he was NOT here.

  Business Response

  Date: 03/18/2026

  March 13, 2026
  
  
  
  Ms. REMOVED
  2306 Simply Living Ln.
  REMOVED, WI 54016
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Ms. REMOVEDMarch 12, 2026, we received your complaint, dated March 12, 2026, filed with the Better Business Bureau.
  
  You stated that you purchased a one-hour service to address technical issues with your existing SimpliSafe security system. You explained that although you did not purchase any additional services, you were unexpectedly charged $174.06. You also indicated that you were unable to speak with a supervisor to dispute the charge and requested a refund of $174.06.
  
  On February 5, 2026, you purchased a REMOVEDfor $159.99, which was paid in full at the time of scheduling. According to the service description available on our website: (REMOVED), this diagnostic service includes troubleshooting the security system, including power supply, internet connectivity, and mobile app configuration. During this service, technicians may resolve minor issues when possible or recommend next steps if larger repairs are required. Please note that this service does not include repairs of faulty wired sensors.
  
  During the diagnostic appointment, the technician determined that the base station installed in your system was a replacement unit that was not compatible with your existing components and doorbell. In order to fully reintegrate your SimpliSafe system with your Wi-Fi network,doorbell, and other components, a full system reinstallation was required.According to the technicians report, this additional work was discussed with you at the time of service and approved before the work was performed. The technician then completed the additional installation tasks and applied the corresponding charge of $174.06. You contacted us the same day to express concerns regarding this charge. A supervisor initiated a review which confirmed the work performed and charges applied followed our standard operating procedures. This was disclosed to you by phone. However, in the interest of customer service, we issued a refund of the $159.99 diagnostic service fee. Please allow seven to ten business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 03/21/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:02/27/2026

  Type:Product 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.

  I am filing a complaint regarding a prepaid TV mount installation service with OnTech. We paid $300 in advance for a scheduled installation appointment.On the day of service, the technicians did not arrive at all. Throughout the day, we contacted the company multiple times because they didnt arrive during the scheduled 2pm-4pm window and were told they were delayed but would still be arriving later. During one of these calls, we were informed for the first time that our specific TV mount would require an additional $180 fee and a second REMOVEDThis additional charge was never disclosed at the time of booking or payment.Despite being assured they would still come that day, by 5:30 PM no technician had arrived. When we called again, we were then told they would not be coming at all and would need to reschedule. The representative attempted to transfer us to another department, but the call was routed to an automated message stating the company was closed.I contacted customer service, but they were unable to assist, stating their scheduling system was down. There was little acknowledgment of the inconvenience caused. We were told we would receive a refund in 710 business days.We rearranged our schedules to be home for this appointment and experienced poor communication, surprise additional charges, and ultimately no service. I am requesting confirmation of a full refund and that the company review its scheduling and pricing practices to prevent similar issues for other customers.

  Business Response

  Date: 03/18/2026

  March 11, 2026
  
  
  
  Ms. REMOVED
  40 Corte Toluca
  REMOVED, CA 94904
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Ms. REMOVEDMarch 11, 2026, we received your complaint,dated February 27, 2026, filed with the Better Business Bureau.
  
  You stated that the wall mount installation you purchased was incorrectly quoted. You also indicated that our team missed your scheduled appointment. You requested a refund and asked that we review our scheduling and pricing processes.
  
  On February 21, 2026, we received an order through our website for a REMOVEDMounting & REMOVEDfor a television 56 or larger. The appointment was scheduled for February 26, 2026,with an arrival window between 2:00 PM and 4:00 PM. The service was purchased for $299.99.
  
  On February 26, 2026, our technician, contacted you to provide an estimated time of arrival. During that conversation, it was discovered that the work order involved installation of a MantelMount, rather than a standard indoor TV mount. A MantelMount is a specialized mount that allows the television to be lowered and repositioned in ways that a standard mount cannot. Due to the additional features and complexity of this mount, the installation requires two technicians. Additionally, OnTech Smart Services charges $409.99 for MantelMount installations.
  After identifying the discrepancy, the technician contacted his management team, and our dispatch team then reached out to you to explain the additional requirements and associated costs. An offer was made to reschedule the appointment, and the service was initially rescheduled at that time. However, you requested to discuss this with a supervisor.
  
  On February 28, 2026, a supervisor contacted you to follow up. During that conversation, you chose to cancel the installation entirely. The supervisor processed the cancellation and issued a full refund.Please note that refunds typically can take seven to ten business days to process.
  
  We appreciate your feedback and will continue reviewing our scheduling and pricing processes to help ensure clear expectations for future service appointments.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:02/20/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My mom had dementia, she is/was still functioning at home alone. She was having trouble because her sensors disconnected from her ring account. She thought she was calling Ring but got Ontech. She paid $160 for a diagnosis fee. The guy that came out on January 3rd. Walked around the property looked at various areas, started to leave but then came back and had my mom sign a document telling her that it was for work he will complete later if she wanted. She had a ring doorbell and flood light camera he quoted her for but added wifi installation as well. You can hear him say in the video I'll be back. The problem is, what he had her sign wasnt a quote. He marked that he completed services that were not done and had her sign a contract that she was satiafied with the installations services. This was a total of $434.97, for work that was never done. When she told me about it and I saw the pending charge, I called the company the very next day. They refused to refund the money or help. He told me I cant stop payment there was nothing I can do. They said I can have them come out and install the products even though I told them we didn't need installation. I tried on 3 occasions to speak to a supervisor, they always said someone would call back, but no one ever did. I contacted the bank to file a dispute, but because the guy tricked my mom into signing a document saying the work was done, there's nothing the credit card company can do. It is all on video and clearly fraud. I don't feel we should have to pay for services we didn't receive and it is so unethical to take advantage of elderly individuals. A company should want to do better than this. I uploaded the doorbell still in the box and not on the door and the old camera with spiderwebs to show it was never replaced. I have no idea why they added wifi to a bill, shes always had it .

  Business Response

  Date: 02/25/2026

  February 23, 2026
  
  
  
  Ms. REMOVED
  IL 62704
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Ms. REMOVEDFebruary 23, 2026, we received your complaint, dated February 20, 2026, filed with the Better Business Bureau.
  
  You stated that a security system diagnostic was performed and that during the visit, the technician recommended installation of a smart doorbell, outdoor camera and Wi-Fi security kit. You maintain that there was no need for the security kit installation and requested a refund for services you believe were incomplete. You also mentioned that customer service was unable to assist with your request.
  
  Our records show that a Security System Diagnostic was purchased on December 26, 2025. The Smart Home Diagnostics may include recommendations for repairs, replacements, or modifications, but do not include the completion of those services unless separately scheduled and authorized.
  
  During the January 3, 2026, visit, our technician provided a labor quote totaling $434.97 for installation of a Ring doorbell,outdoor camera, and security keypads. As the equipment was already available on-site,installation was scheduled for January 6, 2026. Prior to this appointment, we spoke with your parents, who advised that they were not feeling well and requested to reschedule. The installation was rescheduled for January 13, 2026.On that date, we were informed that another appointment conflicted with the installation, and the appointment was rescheduled again for January 15, 2026.When we called ahead on this day, we were told that our services were no longer required. A chargeback was subsequently submitted on January 16, 2026.
  
  Regarding your calls to customer service on January 4 and January 5, 2026, requesting to speak with a supervisor, these occurred while the installation was still agreed upon and while subsequent rescheduling efforts were ongoing.
  Because a chargeback had already been initiated, a direct refund through our office was not warranted at that time.
  
  I will coordinate with our Billing team to confirm the status of the chargeback in the full amount of $434.97. If a refund is required, please allow seven to ten business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 03/01/2026

   
  Hi BBB, 
  
  While the events they state are inaccurate, I'm satisfied with the business's resolution to refund the money regarding complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:02/06/2026

  Type:Product 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.

  Their site clearly states 30-day money back guarantee . I received a product that did not work. I requested a return two days after I bought it no response so I just disputed the charge to this day still no response they are Crooks

  Business Response

  Date: 02/11/2026

  February 9, 2026
  
  
  
  Mr. REMOVED
  LA REMOVED
  
  Re:          BBB Complaint #REMOVED
                  REMOVED
  
  Dear Mr. REMOVEDFebruary 9, 2026, we received your complaint, dated February 6, 2026, filed with the Better Business Bureau.
  
  You stated that you purchased an item from OnTech Smart Services that failed to meet your needs and you wish to return it, but you are experiencing REMOVEDindicated that you disputed the charge.
  
  I am sorry to hear that the REMOVEDAnywhere has not met your needs. I reviewed our records and was unable to locate any contact prior for troubleshooting or a request to return this device. If you would like to troubleshoot,REMOVEDcustomer support team can help. They can be reached at REMOVED.
  
  If you prefer to proceed with a return, please use the enclosed shipping label to send the device back to us. Once it is received and verified the return meets our terms of return (available for review at REMOVED), a refund will be issued accordingly (if the dispute fails).
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  Enclosure
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                  REMOVED
                  REMOVED, REMOVED

  Customer Answer

  Date: 02/18/2026

   
  Complaint: 24495875
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVEDreturn item  still no refund issued

  Business Response

  Date: 02/27/2026

  February 26, 2026
  
  
  
  Mr. REMOVED
  LA 70563
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDFebruary 25, 2026, we received your rebuttal, dated February 25, 2026, filed with the Better Business Bureau.
  
  You rejected our response, indicating that you have not yet received a refund for the returned REMOVEDAnywhere, and you requested an update.
  
  As noted in our previous correspondence, you were offered the option to troubleshoot the AirTV Anywhere or return the device using the prepaid return label provided. Our records confirm that the return label was used and that the REMOVEDAnywhere was received at our facility on February 12, 2026. The device was inspected and approved for a refund.
  
  The refund was processed on February 17, 2026. Please allow seven to ten business days for processing. Based on this timeframe, you can expect the refund to appear between now and March 3, 2026.
  
  We appreciate your patience while the transaction is finalized. If the refund has not appeared in your account after March 3, 2026,please let us know, and we will be happy to further assist you.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:02/06/2026

  Type:Customer Service 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.

  They are extremely difficult to work with. Its nearly impossible to reach someone by phone in under 30 minutes, and when you finally do, theyre unable to resolve the issue or transfer you to a manager. Instead, they insist on submitting a ticket and asking you to wait for a response.I purchased a GS60 REMOVEDGap Spacer and left it with the mantle mount to be installed, but the technicians never installed it and apparently discarded it with their materials when they left. Ive called multiple times to address this, and the issue still hasnt been resolved.

  Business Response

  Date: 02/11/2026

  February 10, 2026
  
  
  
  Ms. REMOVED
  CA REMOVED
  
  Re:          BBB Complaint #REMOVED
                  REMOVED
  
  Dear Ms. REMOVEDFebruary 9, 2026, we received your complaint, dated February 6, 2026, filed with the Better Business Bureau.
  
  You expressed dissatisfaction with our service specific to hold times, supervisor availability, requiring a call back and that a technician discarded a gap spacer you wanted to be installed. You request a refund of $39.99.
  
  Our records show that on November 26, 2025, a work order was created for a Mantle Mount installation with cord concealment and a power relocation kit. We arrived at your residence on December 6, 2025, to complete this service. During the walkthrough, it was determined that neither the power relocation kit nor cord concealment were required; however, you requested additional work to install a soundbar.
  
  Although the soundbar installation carries a higher cost than the originally-scheduled service, we completed it as a one-time courtesy, and at a discounted rate of $99.99. You then contacted customer service and requested a full refund for the soundbar installation. You asked to speak with a supervisor. As no supervisor was immediately available, a call back was required. A review confirmed that all wait times were under 30 minutes,excluding the supervisor call back.
  
  You were refunded the full amount originally paid for the cord concealment and power relocation kit, and the soundbar installation was provided at a discounted rate.
  
  You contacted us again and requested an additional $39.99 refund, as you said that the technician discarded a gap spacer. At the time of the installation no gap spacer was presented or mentioned, but this required further investigation from the local office. They determined that the technician was not provided with a gap spacer, the item was never mentioned during the walkthrough, and multiple contractors were present at the residence during the installation. You also have stated that you were not actively monitoring the installation and could not confirm what occurred; based on these findings, we are unable to substantiate the claim that our technician removed/discarded the gap spacer. As a result, the additional $39.99 refund is not warranted.
  
  This matter has been thoroughly reviewed, and our position will not change.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                  REMOVED
                  REMOVED, REMOVED

  Customer Answer

  Date: 02/18/2026

   
  Complaint: 24495865
  
  I am rejecting this response because it is inaccurate.
  We did not request a refund for the sound bar. We had to call multiple times to obtain a refund for the power relocation/concealment, which ultimately was not needed.
  The gap spacer was ordered together with the mantle mount (see attached) and was left with the mount for the installers. I assumed they would know what it was for, as this is their area of expertise. However, they removed all unused parts, and it wasnt until I looked behind the TV that I realized the gap spacer had neither been installed nor left behind.
  I have called numerous times regarding both issues. Each time, I was told someone would call me back, but no one ever did. As a result, I was left to leave a message here, which is the only time I received a response.
  
  Sincerely,
  
  REMOVED