Business Profile

Tech Support

OnTech Smart Services

Headquarters

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Complaints

This profile includes complaints for OnTech Smart Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

68 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/25/2026
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.
We had paid for installation of SimpliSafe security system. Which also included all of the pieces 3 motion sensors and 8 indoor cameras. This was confirmed by REMOVEDrepresentative as included in this price and also spoke to OnTech team and they verified that is all included. Their Tech came out and was late by 4-5 hours which we were understanding off and then states it will be extra charge to install the cameras of 60-70.00 per device. I called SimpliSafe and they said NO this is included and we should not have to pay anymore. Their Tech was asked to leave and refund. He placed 2 sensors up which were done incorrectly. I had to have another company come and fix these errors. I called OnTech and placed a ticket and they were completely rude and explained that they would not and hung up on us.
Business Response
Date: 07/31/2026
July 27, 2026

REMOVED
AZ 85254

Re:        BBB Complaint #REMOVED
              REMOVED

Dear REMOVED:

On July 27, 2026, we received your complaint, dated July 25, 2026, filed with the Better Business Bureau.

You stated that you were promised by both OnTech Smart Services and SimpliSafe that OnTech would install eight indoor cameras as part of a 15-piece SimpliSafe Indoor Security Kit Installation. You also mentioned that our technician showed up late, refused to install the cameras without additional costs, and that the services he installed did not work.

On June 22, 2026, SimpliSafe created a work order to complete a 15-piece SimpliSafe Security System installation. The parameters of the installation are described on our website at: REMOVEDshort, the site breaks down the services that count toward the 15 pieces and those that do not. Since SimpliSafe and OnTech Smart Services are different companies, I do not have the ability to review their calls; however, I was able to review the call with OnTechs customer service. They accurately advised you that the cameras are included with the installation.

On July 15, 2026, OnTech Smart Installer REMOVEDarrived at your home. The appointment was scheduled for arrival between 10:00 AM and 12:00 PM. We called you at 10:28 AM to advise you that we would arrive late and provided you with an arrival window of 11:45 AM - 1:00 PM, which you approved.We arrived at 12:22 PM. REMOVEDwas able to install the base station as well as the sensors. He verified they were working. If you are dissatisfied with the workmanship of the installation, you are welcome to use our 60-day workmanship guarantee. Feel free to reach out so that I may schedule an appointment.

The reason behind the additional costs for the camera installation was that you were requesting REMOVEDto wall-fish the cabling (cabling run through the wall) and use existing extension cables, which are outside the parameters of the standard installation. Wall-fishing requires an additional cost, which you declined, causing the cameras not to be installed.

Although the approved work was completed, I refunded the $154.99 you paid for the installation in the interest of customer service.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
Initial Complaint
Date:07/24/2026
Type:Product 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 ordered the professional installation with my Starlink kit. When the tech showed up he said that he canot install the cable in the conduit that is used for communication wiring. The Tech was whole fully unprepared and unqualified to do the installation. I had to ask the tech to leave because he got upset with me when I told him it needed to be installed in the conduit. The tech left and I did the installation myself. I called OnTech and they told me REMOVEDwould refund the money once OnTech or the tech cancelled the order. I do not think that happened because the funds were never refunded. REMOVEDcustomer service is non responsive. Their automated system keeps telling me someone will call but they never do and there are no people to talk to. Shortly after the installation later that day they sent me an unsigned document saying that I agreed that the service was completed. I responded to the email that it was not correct. All documents attached. I would like a full refund of $199 for the services that were not performed as agreed to.
Business Response
Date: 07/31/2026
July 27, 2026

Mr. REMOVED
CA 95338

Re:        BBB Complaint #REMOVED
              REMOVED

Dear Mr. REMOVEDJuly 27, 2026, we received your complaint, dated July 24, 2026, filed with the Better Business Bureau.

You stated that you contacted OnTech Smart Services to install your Starlink equipment. The OnTech technician was unable to complete the request, but you still received a document stating the installation was completed. You are seeking a refund of $199.00 that you paid to REMOVEDfor the installation; however, you have been unable to reach customer service to complete this request.

On July 3, 2026, an OnTech Smart Home installer, REMOVED,arrived at your home to install your Starlink system. After running through the installation, REMOVEDcould not reach an amicable wiring plan to complete the installation and completed a self-install.

I reviewed the documentation you provided and the technicians statement on the Service Agreement mirrors what you stated in your complaint. It states that the installation was not complete. The technician noted in that document that the conduit you are referring to had too many cables for a professional installation.

I also reviewed our call logs and found that you have not contacted OnTechs customer service or sales; therefore, REMOVEDsolely sent an installer on behalf of REMOVEDand has collected zero funds. You would need to work with REMOVEDto determine the status of the $199.00 you paid.

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: 08/04/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED. REMOVEDdid reach out after weeks of prompting on 7/28 and provided a refund.

Thank you.

REMOVED
Initial Complaint
Date:07/23/2026
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.
OnTech technician installed a Simplisafe system 3 days ago. The old modem failed 2 days ago, so had to purchase another modem/router from REMOVEDprovide, REMOVED. I've updated the REMOVEDnetwork on the Base Station but devices don't work, as the security settings were incompatible. After hours of chat with OnTech, Simplisafe, and REMOVED, I had to pay OnTech $160 for another installation - much frustrating.
Business Response
Date: 07/31/2026
July 27, 2026

Mr. REMOVED
CA 92612

Re:        BBB Complaint #REMOVED
              REMOVED

Dear Mr. REMOVEDJuly 23, 2026, we received your complaint, dated July 23, 2026, filed with the Better Business Bureau.

You stated that you had a SimpliSafe system installed and a day later your modem failed. After your new modem was installed and you updated your wireless network, you found it was incompatible with the system we installed. You are requesting a refund of the $159.99 it would take for us to complete a security system diagnostic.

On July 13, 2026, OnTech Smart Services installed a SimpliSafe security system. On July 20, 2026, we installed a smart doorbell and outdoor security camera. These services come with a 60-day workmanship guarantee that is outlined on our website at: REMOVEDshort, we will repair defects in our workmanship within 60 days of the appointment. We do not cover any products, devices or third-party defects. Your modem failing is not a workmanship failure and would not be covered under the guarantee.

To address the connectivity issues and reformat the installation for your new wireless network, a security system diagnostic ($159.99) is required. This one-hour service includes a comprehensive check of your base station, keypad, and sensors, along with troubleshooting for power,connectivity, and app configuration.

Our records show that a work order for this diagnostic was previously scheduled but cancelled. Because of this cancellation, the $159.99 fee has been fully refunded. 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: 08/01/2026
Complaint: 25081849

I am rejecting this response because:
Thank you for your response.
I am disappointed that OnTech has chosen to focus on a technicality rather than the overall customer experience.
Next day after your technicians completed the installation, my ISP-issued modem unexpectedly failed and had to be replaced by REMOVED. Rather than providing reasonable post-installation support for a brand-new system, I was told I would have to pay an additional $159.99 simply to reconnect and reconfigure equipment that had just been installed.
This "nickel-and-diming" approach is unacceptable, particularly given that I was not offered an ongoing annual service contract and therefore expected the initial installation to include reasonable support for issues occurring immediately afterward. Requiring an additional paid service visit because a modem failed only days after installation demonstrates a lack of commitment to customer satisfaction.
As a result of this experience, I lost confidence in both OnTech and the overall SimpliSafe installation process. I canceled the entire security system, returned all of the equipment to SimpliSafe, and terminated the service because I no longer believed I would receive reliable support when needed.
The fact that OnTech refunded the canceled diagnostic appointment does not address the underlying issue. The problem was not the cancellation itself - it was the unreasonable expectation that I should continue paying additional fees to make a newly installed system function after a routine modem replacement.
I therefore request a full refund of all installation charges. I paid for a professionally installed, functional security system and instead received a system that required additional paid service within days of installation, followed by an unsatisfactory customer support experience that ultimately forced me to cancel the service entirely.
I ask the Better Business Bureau to keep this complaint on record, as I believe other consumers should be aware of OnTech's post-installation support policies before deciding to use its services.
Thank you for your consideration.
Initial Complaint
Date:07/15/2026
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.
We purchased two Ring Cameras through OnTech Smart Services, and they came out originally and installed them. They never worked from day one. They told us it was an issue with batteries and sent a tech out and told us we needed to charge them, so we did that as they told us to. They would never charge or work right, so we had them come back out to we thought replace the batteries. Well the tech tells us we have to call Ring since they are who the warranty is with, which is cREMOVEDas OnTech sold them to us and we think they just pulled some old ones they had and put them in hoping we wouldn't notice. Either way we called and got Ring to troubleshoot, and they agreed that the cameras and batteries are bad and sent us a replacement. Now OnTech wants to charge us $290 to come back out and install the new cameras, even though the cameras they sold us on behalf of Ring never worked right from day one. Despite also calling about these issues immediately, they tell us that we are out of warranty through them which is cREMOVEDsince we reported this issue immediately to them. I think this is a scam they are pulling and then when I asked to speak to a manager they told me I had to start a ticket and wait for the manager to call me back in 2-3 days, which is unacceptable. This has been the worst company I have ever dealt with, and I want to file a complaint and see if you can get them to fix the issue, as this has been way too much work to get two Ring cameras installed at the clubhouse for this HOA.
Business Response
Date: 07/21/2026
July 17, 2026

Mr. REMOVED
REMOVED
GA REMOVED

Re:        BBB Complaint #REMOVED
              REMOVED

Dear Mr. REMOVEDJuly 16, 2026, we received your complaint, dated July 15, 2026, filed with the Better Business Bureau.

You stated that a Ring Spotlight Camera along with an installation was purchased from us. Upon receiving the spotlight camera, you found it did not work and had to have it replaced. After replacing it, you reached out to our customer service who declined reinstalling the equipment because it was outside the 60-day workmanship guarantee. Due to a delay in getting a call back from a supervisor you filed this complaint.

Our records show that your purchase on June 4, 2026,did include a 60-day workmanship guarantee. However, our investigation revealed that a separate OnTech account was inadvertently created specifically for this installation. This duplication led previous representatives to only see older installation records that were outside of the warranty period. We apologize for this oversight and the confusion it caused regarding your coverage.

I successfully identified your two accounts and issued a new work order for your camera re-installation at no additional charge.During our recent conversation, we discussed the details of your accounts to prevent any future confusion. Thank you for your patience as we worked to fix this situation.

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: 07/29/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVEDOn Behalf Of REMOVED
Initial Complaint
Date:06/22/2026
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.
Order number REMOVEDTechnician arrived @ 8am EST on 6/14/26 for hardwiring outdoor camera installation. The only reason I scheduled an OnTech Technician, is because they are contracted with SimpliSafe & was advised they can hardwire my outdoor cameras in the SAME location my previous ADT cameras were. The technician made it seem like hardwiring would be a difficult task, as he kept recommending I purchase solar panels. I kept telling him that SimpliSafe advised they would hardwired both cameras. The technician kept recommending I purchase solar panels in addition to over $200 I paid just for him to put in 2 screws for each camera. I could've put in 2 screws myself & NOT spend over $200 just for that. An hour after the technician placed both cameras on the simple magnetic base, they rotated out of position. I contacted SimpliSafe about the solar REMOVEDrotating off base. They advised the technician should've hardwired the REMOVEDproceeded to place an order to send me 2 solar panels, due to not being provided accurate service by technician. They did advise me to contact OnTech for assistance with camera rotating from position. I did that & another technician was scheduled on 6/16 (REMOVED); however, he did not arrive until 12:30. He saw the cameras were rotated out of position & suggested I purchase 2 permanent bases, since hardwiring was NOT done to keep cameras from rotating. He suggested that I purchase them from REMOVED. He advised to call REMOVEDwould come back to install the bases & solar panels, for FREE. However, that technician NEVER answered any of my calls & no option to leave a voicemail. I contacted Ontech, spoke with a manger, to request a refund of services that were NOT provided as promised. She then tells me that she will have to escalate for a refund & mentions that those technicians are NOT supposed to do hardwiring. I told her I was NOT told that by SimpliSafe nor either technician. They declined the refund request.
Business Response
Date: 06/26/2026
June 23, 2026

Ms. REMOVED
FL 32825

Re:        BBB Complaint #REMOVED
              REMOVED

Dear REMOVED23, 2026, we received your complaint, dated June 22, 2026, filed with the Better Business Bureau.

You stated that you used OnTech to replace an existing outdoor ADT camera with a SimpliSafe camera. The installation was completed on a magnetic bracket; however, the hardwire was not completed, and the REMOVEDsuggested a solar panel instead. A second REMOVEDwas required to repoint the camera a few days later. You said you were promised a free solar panel and base install but were unable to have this request completed. When calling customer service, you requested a refund and were denied. You are requesting that refund.

On June 9, 2026, we received an installation request for two SimpliSafe outdoor cameras. As defined by our website, this includes assisting in identifying best camera location, wiring, power setup and cable management. Cameras that are not battery-powered need to have working outlets available within 25 feet so they can be plugged in. Exclusions include cameras requiring power over ethernet or alternating circuit wiring. When our REMOVEDarrived on June 14, 2026, he completed a pre-installation REMOVEDwas determined that a hardwire installation would require a wall penetration to reach an outlet; therefore, you opted to keep the cameras battery-operated with a potential plan of purchasing solar panels.

On June 15, 2026, you spoke with customer service, in which you mentioned that the cameras were incorrectly pointed. The agent offered a free visit as part of our 60-day workmanship guarantee. The guarantee states that if you notify OnTech of a defect in workmanship in the services within REMOVEDworkmanship, then we will correct such defect in workmanship. Some limitations of this service warranty are:

Does not apply to any defects resulting, in whole or in part, from your or third-party acts or omissions
Does not apply to any products or devices
Is non-transferable.

On June 16, 2026, our REMOVEDreinstalled and mounted the cameras to correct the installation concern. While he was on site,the hardwire issue was re-addressed. You requested that we run the power cable through the attic, but the cable is too short. At that time, you purchased solar panels, but they have yet to arrive.

Considering that you approved OnTech completing the installation, although you were aware of the hardwire limitations, as well as the installation defects being corrected, this charge is valid. If there is still a deficiency, your recourse is taking advantage of our 60-day warranty as described above. Please contact our REMOVEDfor this, not our REMOVEDs. Additionally, we are unable to provide a refund, as you stated you reversed the charges with your bank.

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: 06/27/2026

Complaint: 24971848

I am rejecting this response because:
The REMOVEDsuggested solar panels because he did NOT want to do hard wiring. It had NOTHING to do with the length of cords, as SimpliSafe does send long cords. Seems like you are not familiar with their products to even make up that response you supposedly received from the REMOVED. What also makes no sense is that the supervisor stated on the phone with me that the REMOVEDs DO NOT do hardwiring because they aren't electricians, AFTER I called about a refund. That's definitely a lie, because SimpliSafe & both Technicians mention they do. I have video footage of the 2nd REMOVEDsaying he would return for free to install the permanent mount, since the 1st REMOVEDdid NOT hardwire the cameras to keep them from rotating out of position. Seems like this company is taking large amounts of money from customers and REFUSES to provide the REMOVED. I've seen many complaints of this, after it happened to me. The reason I am disputing it with my bank is because Ontech refused to send a 3rd REMOVEDto do what the 1st REMOVEDREFUSED to do, then refuse to refund me after denying that request.

Sincerely,

REMOVED
Business Response
Date: 07/10/2026
July 8, 2026

Ms. REMOVED
FL 32825

Re:        BBB Complaint #REMOVED
REMOVED

Dear Ms. REMOVEDJuly 7, 2026, we received your rebuttal,dated July 6, 2026, filed with the Better Business Bureau.

You rejected our response stating that a refund is warranted as the technician refused to complete the installation you were promised. Additionally, you did not use the 60-day workmanship warranty because a supervisor said you were not eligible.

I am unable to verify the promises made by SimpliSafe as we do not have the ability to review the calls with them as they are a separate company. However, you stated that you did speak to them and addressed the matter with them. Regardless of what was said, our services and limitations are outlined on our website.

Our website (REMOVED)outlines what our OnTech installers complete on an Outdoor Camera install which explains the installation includes assisting in identifying best camera location, wiring, power setup, and cable management. It states that we will plug in a device within 25 ft. (the typical length of an existing electrical cable on a camera). It further explains we will not handle hardwired cameras,camera requiring power over ethernet, nor alternating circuit wiring.

As per statements from both technicians, we were unable to reach an amicable solution to run the existing plug as it could not reach through the attic and the wall penetration was declined. The solar panels were a suggested alternative way to have a self-charging option so you would not have to change the cameras batteries.

When we discussed this matter prior to receiving this rebuttal, we reached an amicable solution.

I reviewed the calls that were available and found your discussion with a supervisor was about refunding the services that were paid and nothing regarding the installation. When I advised you of this, you said it was the prior call so I reviewed that one and found you were discussing the services you were requesting outside the 60-day warranty,and she would be unable to schedule the appointment as the conversation sounded as if you were adding services as opposed to repairing the current install. In the interest of customer service and confusion, I provided a full refund.

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
Customer Answer
Date: 07/10/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
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

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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OnTech Smart Services is NOT a BBB Accredited Business.