ComplaintsforGeeks On Site

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction June 9,2024 Type: Computer repair Geeks on Site Ph: *********** They stated they were going to send someone to the house on Sunday morning, and no one showed up and no one called. I called them and they said they could not find anyone to come and repair the computer. These people charge me and did not do the work

  

  Business response

  06/28/2024

  ***** is correct and we were unfortunately unable to assign a technician for him. A representative did call but the line was busy with no option to leave a voice mail. As this was a Saturday the case was handed over to our cancellation team who were available on the following Monday for a follow up. ***** had already called in asking for an update on the technician before a follow up call could be made where he was made aware of the situation.

  We do apologize for this inconvenience as a text message should have also been sent to the customer to inform him of the situation and in this case it was not. A full refund was already processed on 6/10/24. This was also explained to a bank representative by myself calling on the behalf of ************** earlier that same day. 

  Customer response

  06/30/2024

   
  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter in law contacted the company on May 9th 2024 and arranged for a technician to come to our home to fix my computer. The representative scheduled the repair for the following day May 10th 2024 and informed my daughter in-law that the technician would be at our home between noon and 8pm and we both requested text updates. According to the text reminders the technician was to have shown up between 5pm and 7pm. A TECHNICIAN NEVER CAME. When my daughter in-law called the company no one answered and she left a message. Also, the representative stated it was prepaid service so I paid the company in the amount of $278.99. Regardless of the fact they sent an invoice to my email address I provided. The work has not been completed and no communication was ever given to me or my daughter in-law as if the technician could not come. I need my computer fixed ASAP. HOWEVER, if they insist on treating me in this manner I would like my money refunded. I have read other reviews on the BBB website and I think a refund would be the ONLY solution.

  

  Business response

  05/14/2024

  After review I can see the customer did indeed setup a service on 5/9/24 which was prepaid as described. A technician was assigned and unfortunately he did indeed fail to show to the service without informing us so we were unable to inform ***** of the situation. ***** contacted us and informed us the technician failed to show and the service was rescheduled and the service was completed yesterday successfully. I apologize for any inconvenience caused and we are taking disciplinary action against the technician as he failed to inform us he could not attend the service. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GEEKS ON SITE SENT A PERSON TO MY HOUSE ON MARCH 1,2024 TO FIND OUT AND FIX THE FLICKERING ON THE SCREEN OF MY LAPTOP.HE WAS AT MY HOUSE FOR 31/2 HOURS.IN ALL THAT TIME HE NEVER ADDRESSED THE FLICKERING ISSUE, JUST SAID I DON'T KNOW.THEN HE PROCEEDED TO UPGRADE MY UBUNTU...WHICH DIDN'T NEED IT YET AND PUT SOME MALWARE ON...WHICH I DIDN'T NEED.SO 31/2 HOURS LATER I HAD WHAT I DIDN'T NEED AND NOTHING DONE ABOUT THE ONLY PROBLEM I WANTED ADDRESSED.WHEN I SIGNED THE ***** SHEET THE ***** SHEET THE ONLY THING I COULD READ WAS THE EXTRA HOURS HE ADDED ONTO MY BILL.I HAVE SINCE LEARNED THAT NOBODY WOULD EVEN LOOK AT MY COMPUTER WHEN THEY KNEW IT WAS A FLICKERING SCREEN BECAUSE THAT MEANT THE SCREEN OR MOTHER BOARD GOING OUT AND WOULD BE DIFFICULT IF NOT IMPOSSIBLE TO REPLACE BECAUSE OF THE AGE FACTOR. IF THEY WOULD HAVE BEEN HONEST TO BEGIN WITH I NEVER WOULD HAVE HIRED THEM.

  

  Business response

  04/23/2024

  The customer replied to one of our follow up emails in regards to her experience with us and we were first made aware of the complaint 15 days after the technician was onsite. The technician was spoken to in regards to what took place onsite with ***** and he mentioned he first checked the flickering issue and stated he could not see any flickering of the screen whilst he was there. He ran some diagnostic tools and updated the operating system and ran malware checks as the computer was from 2009 and at the request of the customer. As the laptop was fairly old with outdated hardware, this took considerable time to complete. Whilst still trying to resolve the complaint unfortunately ***** has since charged back on the original charges made to her so at this point we cannot complete her desired request of a refund as this will now be dealt with by her bank and is out of our hands. 

  Customer response

  04/30/2024

  I FORGOT TO TELL YOU THAT I WAS READING THE GEEKS ON SITE SHEET THAT I SIGNED AND HAD TO USE A MAGNIFINE GLASS TO READ WHAT THE GUY PUT DOWN TO DESCRIBE WHAT WORK HE DID ON MY COMPUTER. MUCH TO MY SURPRISE, HE WROTE DOWN THAT HE INSTALLED UBUNTU ONTO MY COMPUTER BUT THAT IS A TOTAL LIE BECAUSE I ALREADY HAD UBUNTU INSTALLED SEVEN YEARS AGO, AND IT DIDN'T TAKE 31/2 HOURS TO DO IT.

  Customer response

  05/01/2024

   
  Complaint: 21614636
  
  I FORGOT TO TELL YOU THAT I WAS READING THE GEEKS ON SITE SHEET THAT I SIGNED AND HAD TO USE A MAGNIFINE GLASS TO READ WHAT THE GUY PUT DOWN TO DESCRIBE WHAT WORK HE DID ON MY COMPUTER. MUCH TO MY SURPRISE, HE WROTE DOWN THAT HE INSTALLED UBUNTU ONTO MY COMPUTER BUT THAT IS A TOTAL LIE BECAUSE I ALREADY HAD UBUNTU INSTALLED SEVEN YEARS AGO, AND IT DIDN'T TAKE 31/2 HOURS TO DO IT.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  These people are incompetent and scammers. They will also overbill you. The tech could not even hookup wireless keyboard and mouse to bluetooth. Sat in my chair staring at his phone, then charged me an extra $50. SCAM!! Did not do any part of the job he was paid to do and still charged me full price, AND added $50 extra for claiming to be there longer than 2 hours which is a lie. He literally sat in a chair and surfed the internet on his phone for two hours.

  

  Business response

  01/15/2024

  ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service.

  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.

  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him.

  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up.

  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 

  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 

  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 

  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take. 

  Customer response

  01/16/2024

  ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. THE **** SAT AT MY DESK SEARCHING THE INTER*** FOR ANSWERS THE ENTIRE TIME.

  ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service. ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service.
  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him.
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up.
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  
  

  I WANTED TO KNOW WHAT THEY WERE CHARGING ME FOR SINCE THEY DID NOT LIVE UP TO THEIR DUTIES. AND YES THEY DID NOT SPELL MY EMAIL CORRECTLY, WHICH IS A  JUST ANOTHER EXAMPLE OF THEIR INCOMPETENCE.  ONCE THE RECEIPT WAS FINALLY SENT . I FILED A COMPLAINT THAT I SHOULD BE CHARGED FOR ANYTHING, SINCE THE **** DID ABSOLUTELY NOTHING EXCEPT SIT IN MY HOUSE FOR 2 HOURS AND SCROLLED THROUGH HIS PHONE. THIS SERVICE LITERALLY SHOULD HAVE TAKEN 15 MINUTES. AND YES MY NEIGHBOR, A FIFTEEN YEAR OLD *** DIDI THE *** IN *********************************************** TO PROVE IT? REALLY HOW, A VIDEO, ****, SIGNED AFFIDAVIT FROM THE **** AGAIN MORE INCOMPETENCE.

  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. ABSOLUTE LIE. I NEVER SAID HE WAS AT MY HOME FOR 2.5 HOURS. THE **** DID HOWEVER WAIT UNTIL FIVE MINUTES AFTER THE TWO HOURS THAT HE DECIDED TO WAVE THE WHITE FLAG AND COULD NOT FIGURE IT OUT. THEREFORE HE CALLED THE OFFICE TO HAVE THEM TAKE MY CARD AND CHARGE ME THUS KEEPING HIM AT MY HOUSE FOR AN ADDITIONAL 15 MINUTES. THE **** DID NOT NEED TO WAIT TWO HOURS TO STOP TRYING BECAUSE HE ALREADY GAVE UP AFTER THE FIRST HOUR AND PROCEEDED TO SURF THE *** FOR THE LAST HOUR TO BE ABLE  TO BILL ME. THEN WAITED FIVE MINUTES AFTER TWO HOURS TO STOP TRYING. THIS IS A TYPICAL SCAM MOVE THAT HOURLY CONTRACTORS PULL AND CLEARLY SHOWS HOW THIS COMPANY IS JUST ANOTHER SCAM SHAM.

  He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him. THAT IS CORRECT, BECAUSE I SPELLED IT OUT THREE TIMES TO THE INCOMPETENT REP and STILL ENTERED IT INCORRECTLY.

  
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up. RACIST LANGUAGE? PLAY THE ***** I WILL *** THEM FOR DEFAMATION. OF COURSE THEY USE THE **** CARD. PLAY THE RECORDING OF THE CALL AND PROCE YOUR LIES. THESE PEOPLE ARE SCAM ARTISTS AND THAT IS WHY THEY HAVE TERRIBLE LOCAL REVIEWS. MY STORY IS NOT ALONE, THE REVIEWS FOR THIS COMPANY IS ABUNDANCE AND HORRIBLE.
  
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. PLAY THE RECORDING OF THE CALL AND PROVE IT, OTHERWISE YOU WILL BE ***D FOR DEFAMATION.

  
  If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  OH YOU AGREE TO REFUND MY **** FOR A *** THAT YOU DID NOT DO? WOW, HOW NOBLE. YOU AGREE TO REFUND ME FOR A *** THAT WAS OVERPRICED AND ON TOP OF THAT, ADDING ADDITIONAL FEES FOR RECEIVING ABSOLUTELY NOTHING? WHO IS OUT OF LINE HERE?? YES, I WANT A REFUND AND AN APOLOGY FOR TERRIBLE SERVICE AND THE TIRED RACIST ACCUSATIONS **** CARD PLOY THEY ARE TRYING TO GAIN SYMPATHY FROM OR I WILL ALSO *** THIS SCAM COMPANY FOR DEFAMATION. LETS PLAY THE ****** HERE I AM WASTING MORE TIME ON THIS SCAM COMPANY.

  Customer response

  01/17/2024

   
  Complaint: 21133951
  
  Date Sent: 1/16/2024 4:31:09 PM
  

  ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. THE **** SAT AT MY DESK SEARCHING THE INTER*** FOR ANSWERS THE ENTIRE TIME.

  ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service. ********** had received our tech on 1/6/24. The technician informed us during his checkout that he was unable to resolve the issue and he suggested that the customer contact PlayStation **********************. ********** called into our customer service line and requested a copy of the invoice on 1/8/24 as he did not receive one but did not complain about the service.
  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him.
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up.
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  
  

  I WANTED TO KNOW WHAT THEY WERE CHARGING ME FOR SINCE THEY DID NOT LIVE UP TO THEIR DUTIES. AND YES THEY DID NOT SPELL MY EMAIL CORRECTLY, WHICH IS A  JUST ANOTHER EXAMPLE OF THEIR INCOMPETENCE.  ONCE THE RECEIPT WAS FINALLY SENT . I FILED A COMPLAINT THAT I SHOULD BE CHARGED FOR ANYTHING, SINCE THE **** DID ABSOLUTELY NOTHING EXCEPT SIT IN MY HOUSE FOR 2 HOURS AND SCROLLED THROUGH HIS PHONE. THIS SERVICE LITERALLY SHOULD HAVE TAKEN 15 MINUTES. AND YES MY NEIGHBOR, A FIFTEEN YEAR OLD *** DIDI THE *** IN *********************************************** TO PROVE IT? REALLY HOW, A VIDEO, ****, SIGNED AFFIDAVIT FROM THE **** AGAIN MORE INCOMPETENCE.

  We followed up with the customer as per procedure due to the technician's note and called ********** on 1/9/24 and did not receive an answer so a voicemail was left and the reason for the call. He was contacted once again on 1/11/24 in which he answered and spoke to an agent assigned to him.
  During this call he confirmed that the tech could not resolve the issue and that his neighbor did once the tech had left. He also did confirm that the tech was onsite for 2.5 hours but then later during the same call recanted that statement when he was explained the additional charges applied due to the tech being onsite for that length of time. ABSOLUTE LIE. I NEVER SAID HE WAS AT MY HOME FOR 2.5 HOURS. THE **** DID HOWEVER WAIT UNTIL FIVE MINUTES AFTER THE TWO HOURS THAT HE DECIDED TO WAVE THE WHITE FLAG AND COULD NOT FIGURE IT OUT. THEREFORE HE CALLED THE OFFICE TO HAVE THEM TAKE MY CARD AND CHARGE ME THUS KEEPING HIM AT MY HOUSE FOR AN ADDITIONAL 15 MINUTES. THE **** DID NOT NEED TO WAIT TWO HOURS TO STOP TRYING BECAUSE HE ALREADY GAVE UP AFTER THE FIRST HOUR AND PROCEEDED TO SURF THE *** FOR THE LAST HOUR TO BE ABLE  TO BILL ME. THEN WAITED FIVE MINUTES AFTER TWO HOURS TO STOP TRYING. THIS IS A TYPICAL SCAM MOVE THAT HOURLY CONTRACTORS PULL AND CLEARLY SHOWS HOW THIS COMPANY IS JUST ANOTHER SCAM SHAM.

  He was not happy that his email address was spelt incorrectly and this was corrected during the call so his invoice could be sent to him. THAT IS CORRECT, BECAUSE I SPELLED IT OUT THREE TIMES TO THE INCOMPETENT REP and STILL ENTERED IT INCORRECTLY.

  
  At the end of the call he stated he would contact his bank to reverse the charges and then began to use racist and foul language towards the agent and hung up. RACIST LANGUAGE? PLAY THE ***** I WILL *** THEM FOR DEFAMATION. OF COURSE THEY USE THE **** CARD. PLAY THE RECORDING OF THE CALL AND PROCE YOUR LIES. THESE PEOPLE ARE SCAM ARTISTS AND THAT IS WHY THEY HAVE TERRIBLE LOCAL REVIEWS. MY STORY IS NOT ALONE, THE REVIEWS FOR THIS COMPANY IS ABUNDANCE AND HORRIBLE.
  
  21 minutes after that call ended he replied to his invoice that was emailed to him again using foul language. 
  We have once again tried to reach out to ********** but he has not answered his phone. His desired outcome is a full refund but we cannot provide that if he has contacted his bank as they will proceed with the charge back and he will receive his refund through them. 
  We are more than happy to open a dialogue with ********** if he can refrain from abusive and racist language. PLAY THE RECORDING OF THE CALL AND PROVE IT, OTHERWISE YOU WILL BE ***D FOR DEFAMATION.

  
  If he has indeed spoken to his bank in relation to the charges then there are no further steps to be taken from us as he will receive his refund and we will not dispute the charge back once it comes through. 
  I agree a refund to some extent was appropriate in this case but not in the approach that ********** decided to take.  OH YOU AGREE TO REFUND MY **** FOR A *** THAT YOU DID NOT DO? WOW, HOW NOBLE. YOU AGREE TO REFUND ME FOR A *** THAT WAS OVERPRICED AND ON TOP OF THAT, ADDING ADDITIONAL FEES FOR RECEIVING ABSOLUTELY NOTHING? WHO IS OUT OF LINE HERE?? YES, I WANT A REFUND AND AN APOLOGY FOR TERRIBLE SERVICE AND THE TIRED RACIST ACCUSATIONS **** CARD PLOY THEY ARE TRYING TO GAIN SYMPATHY FROM OR I WILL ALSO *** THIS SCAM COMPANY FOR DEFAMATION. LETS PLAY THE ****** HERE I AM WASTING MORE TIME ON THIS SCAM COMPANY.

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

  Customer response

  01/19/2024

  I have worked out the issues with this company, they have agreed to refund me in full and have done so. I would like to withdraw my submission effective immediately. Thank you. *****************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5th, the GeeksOnSite representative was scheduled to come to our house to fix our personal computer which would turn on. Computer started working before the visit and we tried calling to cancel but nobody answered the phone. When the technician arrived we told them the problem was solved and attempted to pay him $50 for the visit as per our signed invoice (attached). Technician stated he could not take payment. GeeksOnSite is now threatening to send us to collection yet every time we call they cannot take payment over the phone; on more than one occasion they have hung up on us. The invoice does not have a mailing address or an email for us to process payment. We are trying to pay GeekOnSite but are unable to. I am concerned this is not a legitimate business.

  

  Business response

  10/16/2023

  Hi ****,

  
  Firstly I apologize that the tech was not able to take payment at the time of the service. I can see from our records noted on your account that we reached out to you twice, once on 10/3/23 and again on 10/10/23. On both occasions a voicemail was left and an email was sent to the one we have on file. We did finally make contact on 10/12/23 and I saw someone did try to pay for the service but declined to provide credit card information over the phone. You can send a check to us directly if you wish to: P.O. Box ******, ************, ** *****, just please also include the name on the account which is labelled on the invoice so we know who has sent us the check and if you can make it out to 'Geeks on Site. I have looked into the allegation that we hung up on you as you stated but I cannot find any evidence of this as we have only managed to reach you once after the initial sales call. 

   

  Regards,

   

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired them to remove pop up adds on 10/4/23. After they kept disconnecting...4 hours later they said it was fixed. I tried it. Problem was not. Called the next morning 10/5-23 to notify. 2 hours later it was fixed. I asked for refund early on and agreed to let them try again. 10/6/23. Tried to upload pictures from cell phone to lap top for a report. Could not upload pictures.Called and asked for a refund. Let them try again. Did not fix problem. I called and asked for refund again. They had to "call to get permission". They transferred me to someone else who wanted to charge me for time invested. I mentioned I had lost over 1k in lost billable revenue waiting for them to fix my computer...agreed to another attempt. 5 hours later..no resolution and no one is calling me back to ok a refund. I Hired another company to come out to fix their mess!

  

  Business response

  10/11/2023

  Hi team, this complaint was sent to yourselves on 10/6/23. On this same date I can see from the notes on his account that the issue was resolved and we have had no further requests for a refund from this customer. I can see he requested a refund earlier on 10/6/23 and agreed once more to reconnect with our remote technicians and it seems everything went well. He does cob-orate this part of the story but he states that it was not successful and requested a refund which from our point of view is false. 
  
  We have tried to reach ****** by both email and phone to find out if the issue was resolved by ourselves but we have had no reply. 

  I have attached the call of the final conversation we have with him, the accompanying message on his account and also the email I have sent to him asking if everything was resolved in which he has not replied as of me sending this response. 

  If he states that another company had to clean up the mess we made then he had very little time to do so as we resolved the issue on 10/6/23 (audio attached) and he also sends a complaint to yourselves the same day which leaves little room for another company to be involved. If this is the case then we would require proof of a third party resolving the issue if possible. 

  Regards,

  

  Business response

  10/12/2023

  Hi team, this complaint was sent to yourselves on 10/6/23. On this same date I can see from the notes on his account that the issue was resolved and we have had no further requests for a refund from this customer. I can see he requested a refund earlier on 10/6/23 and agreed once more to reconnect with our remote technicians and it seems everything went well. He does cob-orate this part of the story but he states that it was not successful and requested a refund which from our point of view is false. 
  
  We have tried to reach ****** by both email and phone to find out if the issue was resolved by ourselves but we have had no reply. 

  I have attached the call of the final conversation we have with him, the accompanying message on his account and also the email I have sent to him asking if everything was resolved in which he has not replied as of me sending this response. 

  If he states that another company had to clean up the mess we made then he had very little time to do so as we resolved the issue on 10/6/23 (audio attached) and he also sends a complaint to yourselves the same day which leaves little room for another company to be involved. If this is the case then we would require proof of a third party resolving the issue if possible. 

  Regards,

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 9, 2023, I contacted GeeksOnLine for computer repair. The service was provided remotely and to my satisfaction. I was billed and paid $158.99 for their service. One month later, September 9, 2023, I see a pending charge of $19.99 on my credit card, which I can only assume is a monthly subscription for continued service. At no time did I request anything more than a one time computer repair. I wish to have this charge removed and any subscription discontinued.

  

  Business response

  09/11/2023

  Firstly I am glad you are satisfied with the remote support received and happy with the results. In response to the subscription, we have reached out to you and cancelled and refunded the unwanted subscription as requested. There will be no further charges applied. If you need any further assistance please do not hesitate to reach us on ************.

  Customer response

  09/12/2023

   
  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

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Geek on Site to do some work on my computer. I paid them with a credit card. I found a charge on my credit card for $19.95. This was for a monthly service fee contract of $19.95 without my permission. I would never ever approved of this monthly service contract. When I called my credit card company they told me the only thing they could do was put a block on the charge. I asked my credit card company to issue me a new number. They told me that it would not help because they would charge me on the new credit card. The only other thing I could do is call Geek on Site and cancel the contract and they would have to issue me a credit. I have been charged for 2 months and Geeks on Site would only credit me back one month. I will never do business with this company again. And I am warning anyone else about doing business with this company to watch out.

  

  Business response

  09/04/2023

  Hi team. In response to *****'s complaint regarding the subscription charge, when the initial service was setup in June, the subscription was sold as a package along with the onsite service. The customer was emailed an invoice of these charges including the subscription charge and we have a signed invoice with the charges applied which I have attached. The customer was then subsequently charged a further two months and once we received communication from the customer that she did not wish to have the subscription it was cancelled and refunded within twenty four hours. No further charges will apply to this customer

  In regards to the late reply from myself to this complaint, I have taken over the previous point of contact for Geeks on Site and the BBB and have only recently been given access to the portal. 
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached memo in Uploaded documents detailing the entire situation. I contracted Geeks On Site they forced me to prepay for the services. Services were not provided computer problem still existed after the tech left. Also my phone was never accessed by the tech they charged separate fee of $69.00 for that service. I had to hire someone else to fix the computer.

  

  Business response

  06/23/2023

  Thank you for contacting us. We are sorry that you did not have a positive experience with Geeks on Site. Please note that your service charge has been refunded in full. Should you have any further questions, don't hesitate to contact us again.

   

  Best regards,

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dispute with Geeks-on-Site On or about Wednesday April 26, 2023, while working on my laptop, I was interrupted by a claim that my computer was locked due to the presence of a Trojan Spyware virus. Being an inexperienced and not well-trained user as well as being somewhat **** in retrospect, I called the phone number on the screen. The responding firm identified themselves as the ********* Support Team. I proceeded to speak with them and gave them access to my system. Upon their estimate of costs to prepare my system and remove the lock, I suspected a scam and ended the call. To my chagrin, I was advised by **************** that two (2) charges were made to my account. One for $699 from Cyber Tech Experts and a second for $599.99 from Paypal*Techacecomp 4029357733PA. I Immediately called AmEx to dispute these charges. **** advised that the $699 charge was reversed by the vendor and removed from my account. The $599.99 charge was being disputed and an investigation was opened. To date this dispute has not been resolved. On advise of AmEx, I will contact the vendor on Monday, May 8, 2023, to question the charge *************).I sought to find professional assistance with my problem. After ascertaining an A rating from the BBB, I engaged Geeks-On-Site to resolve my problem. They scheduled an on-site visit for the following Monday, May 1, 2023. I described in great detail the representation of the lock on my system, how it appeared, etc. and my communications with the hackers. Geeks-On-Site were confident they could help me resolve my issue.I continued communications with acquaintances and friends, some of whom were not only more computer literate but even IT professionals. They unfortunately were unable to resolve my issue despite lots of advice that didnt help. I did, however, on their advice, call ******* Fios Support (my internet provider) who made efforts to assist me. One part of said assistance was to install/sign up for their Digital Security Application for an extra $25/month. With this application they installed McAfee on my computer. I later found that my system already had ******. *******, despite a few days of effort and discussions with a dozen different offices and departments, were also not able to assist. I cancelled the ******* Digital Security Application from my account.I checked my computer periodically over the period of Thursday to Saturday and the lock remained in place. On Sunday I found the lock was no longer in place and I was able to access my computer and complete some of my work which was now seriously behind schedule. The Lock, however, returned on at least 6 more occasions including after Geeks-On-Site completed their service. If I disconnected from the internet, shut down my computer, unplugged in from its power source and let it sit for 4-6 hours, the lock would somehow remove itself and I could again work until it reappeared.While dealing with ******* and speaking with others, I postponed our Monday Geek-On-Site visit based upon continuing discussions with ******* and our concern (mine and my wifes) over a stranger coming to work in our home for, potentially a long period of time (estimated at 2-6 hours or as long as it takes). With my continuing problems however and after more communications with the BBB, including means to verify the service technician being sent to our home, I rescheduled to visit for 4-6:00 PM on Thursday, May 4, 2023. I paid $219 in advance of the call using my **** of America credit card.*************************, the Geeks-On-Site technician, arrived at the scheduled time and immediately began working on my computer. After 1 3/4 hours, he reported that he had removed the ransomware, checked, and installed updates and re-started the computer several times with no issues (see Invoice attached). At the time of departure the system appeared to be working although operating quite slowly.On Friday, May 5,2023, the Trojan Spyware reappeared and again caused a delay to my work. I called Geeks-On-Site and advised them of my continuing problem and was told despite their guarantee, that there was nothing they could do and that they had fulfilled their commitment to me. Employing the same technique described above, I returned to the computer a number of times until the lock was no longer in place (i.e., Saturday May 6, 2023 at approximately 2:00 PM ET). During ****** visit to service my system, I stayed with him the entire time and in a passing conversation, I asked how one prevents this from happening. He made no specific recommendation but spoke to commercially available software applications. When I asked if he had personally experienced these types of problems, he said no. I then asked what type of services he employed on his system. He told me he used Norton 360 and without a specific recommendation, that it had been successful for him. Late Saturday, May ******, I purchased and installed Norton 360 on my computer. As of Sunday, May 7, 2023, I have not experienced a lock of my system but am not certain it is the result of Norton 360 installation. Time will tell.Regarding my concerns over Geeks-On-Site I have filed a BBB compliant and have disputed their charge to by **** of America account.*********************** Sunday, May 7, 2023 at 4:00 PM ET

  

  Business response

  05/09/2023

  Thank you for taking the time to provide feedback about your recent experience with our business. We're sorry to hear that your experience was not up to your expectations, and we appreciate you bringing these concerns to our attention. According to our notes, the last interaction on May 5th was that you called in with a Windows Defender Security System alert. The agent asked you to restart your computer, which resolved the issue. We would have been happy to offer a refund had there continued to be an issue. Unfortunately, now that a dispute has been opened on the charge, we must await for the bank's decision before proceeding.

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