ComplaintsforOnTech Smart Services

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to install ****** Nest Thermostats in my home. My house has two HVACs, and while I was able to install the downstairs thermostat successfully on my own, for some reason the thermostat upstairs only had 2 wires to connect to so ****** support recommended I called OnTech to help me with the install. When scheduling, I asked if the two wires were an issue and they assured me that if the technician couldn't do the install due to the lack of wires or could not install the additional wires they'd give me refund.The technician came over, looked at the upstairs thermostat and told me he couldn't install it and I'd have to call an electrician or contractor to have the wires pulled up to be able to install. While he was there, he glanced at the downstairs thermostat I installed myself, said I did a good job, and tightened a s**** He recommended calling support the next day to let them know he couldn't install the thermostat.When I called Ontech the next day to ask for a refund since the technician wasn't able to install my upstairs thermostat, they forwarded the case to a supervisor that said the technician said he successfully installed the thermostat and the customer was happy. I told them that was not the case and I signed no paperwork stating that. I offered to send them pictures of the clearly uninstalled thermostat as proof and they said they didn't need a picture. I asked to speak with someone else who could help to escalate the case and they refused. I asked if there was any way I can provide them information demonstrating the thermostat indeed has not been installed and they refused. I asked how I can prove my case, and they said they don't want proof because they said they have all the information they need.This company is fraudulent and never have I ever received such poor customer service from a company and felt so disregarded as a customer. I would never recommend this company to anyone.

  Business response

  04/11/2024

  April 10, 2024
  
  
  
  *****************************
  *************************************
  Greenbrae, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ***************** April 8, 2024, we received your complaint, dated April 5,2024, filed with the Better Business Bureau.
  
  You stated that you wanted to install ****** Nest thermostats in your home. You contacted OnTech, as ****** Support directed you to us for installation help. Your home has two HVAC systems: you installed the downstairs thermostat yourself without any issues; however, the upstairs thermostat only has two wires and the OnTech technician was unable to install it as a result.They recommended that you contact an electrician/contractor to run the wires to the thermostat. You also said that the technician looked at the thermostat downstairs and advised you that you did a good job installing it. However, when you contacted customer service to request a refund, they informed you the technician had completed the work. You requested a refund.
  
  Our records indicate that on March 20, 2024, you contacted customer service to request another technician visit be set up, as the technician who was at your residence was unable to do the installation. Your appointment was rescheduled for the next day, March 21, 2024.
  
  On March 21, 2024, the technician sent out was also unable to complete the installation for the upstairs thermostat (for the reason you supplied), and he indicated that the downstairs thermostat was not installed correctly. He notated the account that he had to verify installation, as well as secure the thermostat downstairs. 
  
  In the interest of customer service, a refund of $149.99 has been provided.  
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer response

  04/11/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ontech came out and did some install work for me on security system and tv mounts etc. I was having issues with wifi signal and the technician upsold me a linksey wifi booster. The technician informed me if it did not fix my issue since he was guessing it would help he would be glad to have returned. It of course does not work at all and will not connect to wifi. I paid for installation and the product that does not work. I reached out almost immediately to the tech and he told me I had to call directly which I emailed as with my hectic works schedule email is easier. I did try to submit a refund on the website first and it declined. When emailing they said I had to call as they could not do refund over email which I found odd. I cannot reach them by phone. Still have a product I was sold that will not work and cannot reach them to resolve. I paid well over a thousand in services with the company and the least they could do is refund the $100 for the product that does not work and send me a label to return back to them. But no resolution.

  Business response

  03/21/2024

  March 21, 2024
  
  
  
  *********************************
  ******************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On March 18, 2024, we received your complaint, dated March 16, 2024, filed with the Better Business Bureau.
  
  You requested a refund for a Linksys Atlas 6 Dual-Band Mesh Wi-Fi System, as it does not meet your needs. You said you contacted customer service to facilitate the return, but received no assistance.
  
  This device was purchased on February 18, 2024, and is therefore,within our 30-day return window. When we spoke, I verified your email address and sent you a return label to return it.  To be eligible for a refund, all products or devices must be returned in their original condition and include the original packaging, plus any associated cables and documentation. Refunds will be credited to the payment method used for purchase within ten business days following receipt.
  
  Our records indicate a return label was sent out prior to my involvement. I apologize that it was not received by you. You verified that you received the one that I sent.
  
  Sincerely,
  
  
  
  *****************************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

  Customer response

  03/24/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have addressed this issue with a supervisor on 2/29/24 named Dakota. In August 2021 Ontech mounted a camera 20 feet on my house. The tech never told me each time the power went out that I would have to climb a ladder 20 feet to to press a button to get it restarted. This is a hardship. I was not made aware and this. I asked for the camera to be moved and now the company wants to charge me over $100 to do this. Not fair as I was not informed.

  Business response

  03/04/2024

  March 1, 2024
  
  
  
  ********************
  *******, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On March 1, 2024, we received your complaint, dated February 29, 2024, filed with the Better Business Bureau.
  
  You stated that you had a camera mounted in August 2021, but the technician did not advise you that each time the power went out, you would need to climb a ladder to reset the device. You also mentioned that you are being told you would be charged for us to move the camera to another location.
  
  We provide a 60-day workmanship warranty on all service(s)following the installation date. In the event you (i) notify OnTech of a defect in workmanship of services within 60 days of the installation date and (ii) we confirm the existence of such defect of workmanship, we will correct such defect.
  
  Our records indicate that the Ring Outdoor Camera was installed on August 13, 2021. You were provided with a full refund of $99.99 on August 16, 2021.
  
  As you are outside the 60-day warranty and your installation was previously refunded, if you need the camera moved you would be required to pay for this service. Please visit *************************************************************************** for current pricing.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer response

  03/04/2024

   
  Complaint: 21367981
  
  I am rejecting this response because:

   

  I have  a disability and the installation person did not inform when when he installed the camera 20 feet high that if I had issues with the camera  that I would need to climb a ladder 20 feet to press a button  to restart it. This is unfair and impossible  to the customer. 
  
  Sincerely,
  
  **************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of installation was 2/27/2024, Order number ******. Installation of Nest Learning Thermostat. OnTech advertises it will install your thermostat correctly, set it up and show you how to use it. Only requirements were that a working thermostat be in place along with a working HVAC system, which I had. My IComfort thermostat is a four wire system dedicated to a Lennox furnace, however it can be rewired to accommodate a Nest thermostat. The tech said that was not a problem because he hooks up four wire systems all the time. I said mine requires eight wires because I have a two stage system. He installed the thermostat on the wall and hooked up four wires, which did not work. He refused to change any wires on the furnace as prohibited by company policy. He called his supervisor and he said for him not to touch the furnace wiring. The system was working when he arrived and not working when he left. Today, I had a HVAC company come out and they found I had the necessary wiring in place to reinstall the thermostat and get it working. I have two identical systems with the other one using a Nest thermostat. The company website states that if you are not 100% satisfied with your experience, they will work with you until we get it right. They can only install a thermostat on the wall, but they can't change any wiring on the furnace to make it work, so what good is that? They offered to send someone out, but they don't have the expertise to change a few wires on the furnace to make it functional. Their advertising says that if additional wiring is required, the tech will quote the additional costs. The tech admitted this is not true. Anyway, I didn't need any additional wiring done.

  Customer response

  03/03/2024

  The company, OnTech has contacted and we have resolved the complaint to my satisfaction. No further action is needed.

  Thank you.

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

  Business response

  03/04/2024

  March 1, 2024
  
  
  
  Mr. *************************
  ***************************
  *************, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On February 29, 2024, we received your complaint, dated February 28, 2024, filed with the Better Business Bureau.
  
  You stated that on February 27, 2024, you paid for installation of a ****** Nest Learning Thermostat. You indicated that during the installation, you informed the technician that your setup required eight wires due to having a two-stage system, which the technician stated would not be a problem. You mentioned that after he installed the thermostat, your heat no longer worked. You said you contacted your HVAC representative and they were able to resolve the issue. You requested a refund.
  
  We provide a 60-day workmanship warranty on all service(s)following the installation date. In the event you (i) notify OnTech of a defect in workmanship of services within 60 days of the installation date and (ii) we confirm the existence of such defect of workmanship, we will correct such defect.
  
  A review of your account reflects that when you contacted customer service on February 27, 2024, they offered to set up a technician appointment; however, you declined.
  
  In the interest of customer service, a refund of $117.00 has been issued.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services 
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ADT, through their affiliate OnTech, has been billing us for a subscription which we not only did not request or sign up for. The following letter to ADT explains what transpired:I'm attaching a copy of Fraudulent credit card transactions processed ADT, for a totaling $517.68 and we are again demanding reimbursement for the full amount. I have previously contacted your company on September 11, 2023 and November 3, 2023, both times I was given the run around and then put on hold for over an hour. We also demand that ADT stop billing us for a three year subscription we did not sign up for. The contract you sent via email was not signed by me but was signed by a contractor at our house, at the request of OnTech guy named ****. We have had Ring doorbells and cameras for over two years. In January of 2023 I purchased additional equipment on the Ring website, and was directed to OnTech to set up installation equipment. In February 2023, an OnTech technician (****), contrary to our request or wishes, apparently installed or did something having to do with ADT. I did not realize I was being billed for a subscription until September of 2023 when I saw my credit card statement. I texted **** from OnTech immediately and told him to come and remove the equipment (I have attached the text messages I sent to him) and I scolded him for fraudulently signing us up for a subscription. He did not respond. I then learned that there was a contract, a THREE YEAR contract, and without any doubt whatsoever, I was and continue to be absolutely certain that I signed nothing. I've continued to make phone calls and get information, which has been confusing with ADT passing the buck off to OnTech and DISH and vise versa. Apparently you are all in bed together. Sleep well.As I've investigated further, the money that was taken from us has become a secondary concern, as the level of manipulation and dishonest business practice that ADT, OnTech/Dish conduct is so outrageous and unsettling, not to mention that I had a technician IN MY HOUSE that was working on our SECURITY system and was provided with our PRIVATE information (our passwords and credit card info) while he was knowingly conducting fraud. Dishonest and manipulative business practice and Criminal Activity work hand and hand, there is a very thin line between the two.The two contracts that were signed ***/Feb of 2023 were not signed by us, but rather a contractor that was working at our house. We did not authorize this contractor to sign for us. I received via email a request for docusign from ADT. I did not see this until several months later, I did not approve nor did I participate in that email exchange, which is quite obvious when you look at the date/time of the emails.So when you request that I write my name 10 times on a blank sheet of paper, it's not relevant nor would it be helpful. However, I would be happy to do so, but only with an agreement that we would be involved with that investigation with regards to choosing a handwriting expert. I want to make it very clear that OnTech at no time said ONE WORD about ADT service, equipment, or a subscription, much less a THREE-YEAR subscription. As far as I'm concerned, this technician should be investigated as he has a job where security is of utmost importance. To say this guy was creepy is an understatement, but what is more unsettling is wondering if ADT encourages this activity with their OnTech Service providers.I am attaching documentation of the above, and will be filing a complaint with the BBB against ADT and OnTech.On a side note, I think everyone involved should ask themselves two questions, why would a customer add an expensive ADT security service when they already have and are happy with their current (free) security system. Second, what service does ADT think it is providing to us? I get text messages every day stating our system is unarmed, yet we do not have an ADT security system, we have Ring. Whatever it is that involves ADT with respect to our home security was not at our request, nor was an ADT service ever discussed at any time with OnTech. After the fact, OnTech sent an email listing services provided, which includes ADT, but the list of services I saw prior to the OnTech appointment is completely different, does not list ADT, only Ring. Again, I've attached a copy of that email.************************************************************ ********************* ************

  Business response

  02/05/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.  The dealer is pursuing the balance of contract.
  
  Dish *************** L.L.C.
  *************************************************************************
  ************
  
  Please forward this on to the correct company.

  Business response

  02/12/2024

  February 9, ****
  
  
  *****************************************
  **************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************************:
  
  On February 6, ****, we received your complaint, dated February 6, ****, filed with the Better Business Bureau.
  
  You stated that you have been billed for *** services for a subscription you did not request or sign up for. You said that in January 2023,you purchased Ring equipment and the installation was scheduled through OnTech.In February 2023, a technician installed *** services and you did not realize this occurred until you were charged in September 2023. You mentioned that you immediately sent text messages to the technician, which went unanswered. You also said you later learned you were signed up for a three-year contract with ***. You are requesting a refund of $517.68.
  
  Our records indicate that on January 15, 2023, you purchased a Ring *attery Smoke and CO Alarm and the installation was scheduled for January 20, 2023. However, you were not home when the technician arrived and the installation was rescheduled for January 27, 2023. On January 25, 2023, a Ring Smart Door Lock installation was requested to be completed, when the other items were being installed on January 27, 2023. When the technician arrived, he noted that the items requested were not compatible with what you were asking for and the items were refunded.
  
  You were offered our *** Video + Home Automation *undle,which fit the needs of what you were requesting and this offer was accepted. A call was placed into customer service to get this set up at which time you provided your social security number for a credit check to be performed. The credit qualification found you qualified for the * plan at $59.99 per month.*efore the technician was able to install the items purchased in the bundle,you had to sign a document via DocuSign agreeing to the terms from *** to include the three-year contract. This contract was sent to the email address ************************* and was signed for by you. Please note that this document could only be retrieved from your email address. After it was confirmed that the document was signed, the technician completed the installation. Please note that the technician would not have been able to complete the installation of the *** items had the contract not been signed.
  
  In my email correspondence on February 8, 2023, I provided you with the signed contract from ***.
  
  As our records show that you agreed to have the services set up and signed the *** contract, we are unable to honor your refund request.
  
  Sincerely,
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services 
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/13/2023, I used OnTech to install my SimpliSafe alarm. It included 2 outdoor cameras. The technician suggested I purchase 2 solar panels for the cameras so I will never have to worry about changing/charging the battery. Im a widow and cant climb up there so I said sure. On 1/30/2024 I got notifications that my battery is almost dead and needs to be recharged. I called SimpliSafe on 2/1 and they said to call OnTech because the panels are not meant to never have to replace the battery but to keep the battery lasting longer. I said I was mislead and would have never paid the $99.98 if it didnt do what they said it would. I called OnTech and explained the situation to ******. She said they only have a 30 day warranty on their products. She didnt care that I was mislead and that Im complaining to you. I looked at my receipt and there is no warranty info. Plus the OnTech person tossed my boxes so I dont have a way to charge they battery. I want the $ for my solar panels returned since I was mislead and taken advantage of.

  Business response

  02/07/2024

  February 6, ****
  
  
  
  *****************************
  914 **************.
  *******, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On February 2, ****, we received your complaint, dated February 2, ****, filed with the Better Business Bureau.
  
  You stated that on November 13, 2023, you purchased a SimpliSafe system through us, which included two outdoor cameras. The technician advised you that if you purchased solar panels for the cameras, you would never have to change or charge the batteries. You agreed to the panel installation and then on January 30, ****, you received notification the battery needed to be recharged.You were advised the solar panels are now outside the return window, and you requested a $99.98 refund.
  
  We offer a 30-day return period for all products and devices purchased on the OnTech website or during an OnTech appointment. You have 30 days from the date of purchase to initiate a return. 
  
  We are unable to confirm whether or not you were advised you had to recharge or change the batteries and as the items were purchased on November 13, 2023, you are outside our window for a return.
  
  We respectfully decline your refund request. You can contact the manufacturer, SimpliSafe, for assistance in replacing the products in question under their manufacturer warranty.  
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

  Customer response

  02/07/2024

   
  Complaint: 21237462
  
  I am rejecting this response because:
  
  I was not informed when the OnTech person sold and installed the solar panels that they were only covered for 30 days. The warranty is not printed on my receipt. And I assure you the technician told me I would never have to charge the camera batteries if I purchased the solar panels. I feel like I  am due a refund because I would have never purchased them if I was aware of this.
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this to provide an experience with this company. I had my installation partially completed on 1/9 and then cancelled upon further consideration of the incomplete installation, The sensor to the patio door was not installed on installation day 1/9 and it causes my panel to alarm randomly throughout the day. I decidedto cancel my order/subscription but I am told I have to get 2 sensors and smoke detectors back to the company. I explained I am unable to pull items off a wall as I am a wheelchair user. I called ********************** multiple times to get this issueresolved and have been informed of conflictualinfo (ie its ADT's equipment or ADT has to come out & installequipment) however per an ADT representative I am not an ADT customer ( I would have been a ********************** customer for 1 year before being transitioned to ADT) A factontechshould have known before relinquishing any responsibility. Mylast call I spoke with **** (ID msf) that stated I have to follow up with ADT I requested to speak to a supervisor ****** and was denied twice. I called ADT and was informed again, an ADT rep cannot visit my home since I am not a member yet. I AM a WHEELCHAIRUSER, I CANNOT REACH any EQUIPMENT to REMOVEIT. ONTECH needs TO UNINSTALLTHIS EQUIPMENT or provide COMPENSATION to PAY A HANDYMAN to DO IT. This experience is ableist and dehumanizing. I am trying to get this equipment out of my house asap to stop the alarms from alarming SINCE IT WAS NEVER PROPERLY INSTALLED!!

  Business response

  02/07/2024

  February 6, ****
  
  
  
  *************************
  ************************************* E.
  ***********, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **************:
  
  On February 2, ****, we received your complaint, dated February 1, ****, filed with the Better Business Bureau.
  
  You stated your installation was only partially completed on January 9, ****, and you decided to cancel the rest of the order, as you are dissatisfied with the current functionality of the system. You were told these items had to be removed and sent back, but you are unable to do so yourself.You requested the equipment be repaired or removed for a refund.
  
  During our phone conversation on February 6, ****, you agreed to a technician visit on February 12, ****. During this visit, the technician can address the issues you have with the motion and smoke detector.A follow-up conversation has been set up for February 12, ****, so we can discuss if you want to keep the system (once it is working as you would like)or you want to move forward with the return process. You accepted this resolution.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services 
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

  Customer response

  02/08/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Ring outdoor camera from OnTech. Their Tech installed it on 12/23. The unit immediately went offline. I sent an email requesting service with no response for a few days. I finally received any email providing a phone number to schedule service. I was also informed that I was within the 60 day period of the service guarantee. On 12/30 the Tech came out and saw the solar panel was not connected. He reconnected it and the picture displayed. I checked the video about an hour after he left and the camera was offline again. So, I placed another call. The Tech can out again on 1/27. He checked the battery and it was at 5% so he showed me how to remove it to recharge. We assumed it would continue charging. I checked later and saw it was again offline. I removed the battery and plugged it in to fully recharge. I placed the fully charged battery back in the unit. It showed that it was fully charged but, it immediately failed again. I called the service desk today and informed them of the issue with the unit and I needed a replacement. I was informed that it was outside of OnTechs 30 day exchange policy. I would need to contact Ring to see if the replacement would be covered under their extended warranty. Of course I was very upset as they sold me a defective unit. They failed to diagnosis the problem. Now its my problem to get the unit replaced. I purchased the unit from them with the expectation that the unit would work. It has not been functional for more than 10 mins and sometimes less since installation. I dont understand why I am burden with trying to get a replacement through Ring or losing money paid to OnTech.

  Business response

  02/05/2024

  February 2, ****
  
  
  
  *************************************
  1612 *************.
  *********, ** 30253
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear ************************:
  
  On January 30, ****, we received your complaint, dated January 29, ****, filed with the Better Business Bureau.
  
  You stated that you purchased a Ring outdoor camera and had it installed on December 23, 2023. You indicated that shortly after installation, the device went offline. You had additional technician visits scheduled on December 30, 2023, and January 27, ****, but they failed to make the camera operational. You contacted customer service and you were advised that if there was an issue with the device, you would need to contact Ring for a replacement. You requested your outdoor camera be replaced.
  
  We offer a 30-day return period for all products and devices purchased on the OnTech website or during an OnTech appointment. You have 30 days from the date of purchase to initiate a return. Once your return has been initiated, you will have an additional ******************************************** devices back to us. For more information on our return policy,please visit ****************************************************.
  
  Our records indicate that you are outside the 30-day return window; therefore, you need to contact Ring for a replacement. Please note that this is not an issue with the installation, but with the device itself.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer response

  02/06/2024

   
  Complaint: 21218012
  
  I am rejecting this response because:

  I was not informed of the 30 day return policy nor that OnTech was a third party vendor. When I initially reported the problem the representative informed of the 60 day install warranty but nothing was mentioned of the 30 day return policy. Therefore I assumed the issue was still within the 60 day warranty. If a company is going to sell a product and not be fully responsible for issues that result from it. They should be obligate to inform the customer up front and not when their obligatory time period is exhausted. I purchased the equipment as a safety measure. Since the unit was inoperable at install and your Techs failed to diagnosis the issue. OnTech should be responsible to issuing me a unit that works. At this point OnTech has TAKEN MY MONEY and has not provided the product that I purchased...functional security equipment.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 11/24/2023 Amount: $72.47 Order number: ****** Issue: Business is selling defective/out of service products.I bought two Polk Assist speakers in November end 2023 but they are not working as mentioned on the packaging. When I contacted **** they said that the product has stopped support on May 2023 itself. If thats the case, then why is business selling products that are out dated, out of service and defective. They would not even take returns as this is more than 30 days.

  Business response

  01/25/2024

  January 24, ****
  
  
  
  ******************
  14 ****************.
  *****, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ************* January 22, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.
  
  You stated that on November 24, 2023, you purchased two Polk Assist speakers for $72.47. You said the devices are now not working as expected, and **** informed you that they stopped support on this product in May 2023. You requested a refund.
  
  Our records indicate that on November 24, 2023, you purchased two Polk Assist devices at $29.99 each. The total amount paid was $72.47, which included taxes and shipping. Please note that when you ordered the items, a pop-up appeared advising you these were clearance items. The regular cost for one of the devices is $199.99.
  
  Our records show you have not reported this issue before. A review of your account reflects that you did not contact us until January 19,****, and this was about the ****** cast feature not working.
  
  As you are outside our 30-day return window, we decline your request for a refund. If the devices are not working as expected, please contact **** directly for further assistance. For more information on our return policy, please visit ****************************************************.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

  Customer response

  01/25/2024

   
  Complaint: 21171567
  
  I am rejecting this response because:

  Item being on clearance or not should not matter when it comes to functionality of the product. Item should still work as advertised.

  Regarding reaching out to polk, I did reachout to them and they mentioned that product went out of support in May 2023 itself. If the product is out of support and knowing it would not work as mentioned on the package, it should not have been sold. As a seller, it should be YOUR responsibility to ensure what you are selling works or atleast OWN it. 

  Another point on me reaching out on Jan 19 and not sooner ... I'll reach out only when I figure out that its not working. I do not predict future. 

  Sincerely,
  
  ***** V

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,On 11/30/23 OnTech came out to my residence to install a Simplisafe security system. OnTech is the contracted installation company for Simplisafe. I was unhappy with both the installation and the security system itself. I called Simplisafe and received a refund. When I called OnTech I was told I would receive a refund in 3-5 business days. After two weeks, I didnt see a refund on my credit card so I called again only to learn that I would not be receiving a refund since it didnt meet their criteria. I expressed that I was dissatisfied with the installation and was told I would receive a refund and that I still wanted that as a resolution. They told me a supervisor would reach out to me, but that they couldnt give me a refund. I have yet to speak to a supervisor and am frustrated that I was lied to when they told me I would receive a refund and then it turned out this wasnt the case. Any assistance with this matter is greatly appreciated. My complaint is that I was told I would receive a refund and it never occurred. *** spent so much time on the phone with this company and feel I was misled. Thank you.

  Business response

  01/19/2024

  January 18, ****
  
  
  
  ***************************
  ************************.
  *******, ** 85020
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.
  
  You said you were dissatisfied with the SimpliSafe security system installed. When you called into customer service, you were given the impression that you would receive a refund. You requested a refund of $229.48.
  
  Per our installation warranty policy, available at *****************************************************************, OnTech provides a 60-day warranty on our workmanship. If there is a defect, we will come out free of charge and address the matter. OnTech does not provide a refund. For refundable items, please visit ****************************************************. Please note, a phone agent does not have the ability to forego the policies you agreed upon prior to installation.
  
  Regardless of the policies that were available to you and agreed upon ahead of time, a one-time exception will be made to issue a refund of the requested $229.48. Please allow **** business days for processing.
  
  Sincerely,
  
  
  
  *****************************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************
  

  Customer response

  01/19/2024

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩