ComplaintsforGeeks On Site

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to fix my computer, 2 ********* still do not have a working computer. Company is refusing to do as promised. Tech came to the house and pretended to fix my computer by formatting it, this was a waste of time, I knew it and so did the so called tech they sent, I had done research before they came, so I knew formatting was impossible after computer suffers the a blue screen of death. He wasted 2 hours sitting there formatting nothing and looked at it and said it was a hardware problem, it is not as I had the hard drive looked at and it is fine, Tech they sent used that as an excuse to not do the job required.I have called them several times with a way to fix the computer in the time they say i have left (an hour and 45 min) I am disabled and elderly so the solution is beyond my abilities, all I want them to do is send a tech, format a flash drive get the recoverit program off my good computer and plug the formatted disk into the old computer and do the job I initially paid for, and still they wont respond or send a tech. I have not even been able to get a supervisor to return my calls , when i do get anyone on phone all they do is hang up on you and refuse to do anything, I paid them $387.00 for 4 hours of service to fix my computer, when I finally received a call back they said I had 1 hour and 45 minutes left but if I wanted another tech to come in and do the work on the computer it would be an additional $40 an hour in spite of the fact I still supposedly have time left from first visit and first payment, now they are trying to charge me more for the same non service. They sell grossly overpriced services, and do not do anything and will never use this service again

  

  Business response

  07/28/2022

  Hello, 

  The customer purchased a HDD enclosure the onsite tech recommended and a tech was assigned for July 27th but the customer cancelled as she stated she was able to resolve the issue herself. The service was to provide data recovery as the previous tech stated the issue was hardware related and could not fix the issue because of this. 
  
  The customer paid for a 3 Hour Block + 6 Months of our subsciption and has 1 hour and 30 minutes of onsite time remaining with us and she can call us to connect remotely whenever needed.

  We would be happy to send a tech out to assist if the customer would like to reschedule.

  Customer response

  07/28/2022

   
  Complaint: 17600525
  
  I am rejecting this response because: I suggested how Tech could fix my computer by simply formatting flash drives and making a recovery drive, as I am not computer literate but had read up on it, tech told me in a conference call with another party that He felt my suggestion was stupid, would not work and he felt coming to my house after cancelling 3 times was a waste of his time, I got very upset and with painsaking time and what little knowledge I could gather from internet, I managed to format 3 flash drives (I had asked company about doing what I managed to finally do by myself) which as I said formatted flash drives made a recovery drive using my new computer, downloaded it to the old computer, used the trouble shooter that popped u[ (actually I just hit the fix button) and the blue screen of death was removed, I was able to access the original files and saved them to the flash drives, I argued with 6-8 people in that company that I had discovered this way to fix my computer, original tech wanted to remove my harddrive and charge me additional monies for the time it would take for his formatting nonsense, I noticed that in less than 30 minutes I was finally able to get the files I so dearly wanted from old computer, I was also told that ********************************************************************************************* spite of the fact that I supposedly had time left, this company gave me pains in my chest from the arguments I kept having with them, I am elderly and disabled, I thought this would be a reputable company but it is far from that and they have my credit card information and I feel they are going to do to me what they have done to others, repeatedly keep charging me for services not rendered, I feel they owe me more than half of my money back for the sloppy service, unprofessional, uneducated and un-trained technicians (not to mention their technician cancelled 3's on me) as well as the rude customer reps I had to constantly deal with, and the fact that I WAS RIGHT ALL ALONG.
  
  Sincerely,
  
  *********************************

  

  Business response

  08/01/2022

  This has been resolved directly with the customer. She has received a refund of $208.50 for the time that was remaining, plus her subscription. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two weeks ago I contact Geeks on Site to have a problem with my printer resolved. After several calls I was informed, very rudely that they were busy and I would have to wait and that if I wanted it sooner I could call someone else. Over the 4th holiday I saw a charge for $169.00 charged to my credit card without any notice. I did have automatic renewal but got notice before being char Haven't heard a work from Geeks. Geeks violated their part of the contract by refusing me service and I want my $169.00 fee refunded right away.

  

  Business response

  07/08/2022

  Hello, 

  *************** was an annual subsciber to our service called Geeks for Life which allows customers to call in at any time for remote service. Her annual subscription for $169 auto-renewed on 6/17/22. She called in that same day with a printer issue. We tried to connect to resolve her issue, but unfortunately kept losing connection. We proceeded to try and reconnect over the next two days, however we could not resolve the issue due to the speed of her computer. She was interested in purchasing a new computer, so our team tried to reach out several times via voicemail with options, but we never got a hold of her. She called in on 7/6/22 unsatisifed with our attempts to try and help and requested a refund. The refund was provided the next day on 7/7/22.

   

   

  Customer response

  07/15/2022

   
  Complaint: 17535684
  
  I am rejecting this response because: it was a wonderful story but not the truth.  I asked about new computer months ago..  Was NEVER told my computer was too slow, did not get my credit card statement until AFTER I had called and they were rude don't know why they had trouble getting through noone else was and I gave them my husbands number too after a day and they had not called back in,I talked with them again and they didn't call back and the next day I called them and the guy told me they were busy and perhaps I should get someone else do fix it if I didn't want to wait.  When I called wanting a refund I was told someone would call me back in  a few days to explain the refund policy.  I said if I did not receive a call back in 24 hours I was going to file a complaint with the BBB.  They never called but a few days later I saw a refund being issued to me on my email.  No apology just an email saying to expect a refund. Had I not filed a complaint with BBB I never would have gotten anywhere.  I have been a customer for several years until then,  usually everyone is nice; not this time they were totally rude.  I do not treat my customers that way and expect other businesses to treat people with respect.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/31/2022, geeks on site guarantee friendly ************************* experts including printers, cost me $252.95 for a supposedly expert to come and fix my printer after 2 hrs. I told the man to leave because he was no closer to having my printer hooked up and he called his company several times for help one time they hung up on him and the other 2 times they put him on hold and never got back to him. For $252.95 and not receiving satisfaction as guaranteed is not exceptable in my mind, when they are suppose to be professionals.

  

  Business response

  07/01/2022

  Customer ******************************* paid $228 for service on March 30, 2022 and received a full refund of $228 on April 4, 2022

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has truly been the worst professional situation I have ever dealt with. I found this company online. The first guy sent was here for 6 hours fixed nothing and demanded payment. When I called them that night they said that they would send out a trained associate with my printer/copier. They sent out a man named ****** who we thought was amazing. Come to find out he took out $1, ****** and never came back to replace the part we need. Now 3 months later I called another company and not only did he steel our money but the company that sent him to us will not stand behind him. I worked with subcontractors my entire career and if they did something unethical we would not only stop using them, but put our customer back to whole. I called them today and they told me HE said he did refund the money. He never has and will not return our calls at all. All I'm asking is to be made whole again. I have had to buy a new printer and very expensive toner while waiting for him to come back and fix the issue.

  

  Business response

  06/24/2022

  Hello, 

  We have issued a check in the amount of $1480.00 to Crooked Oak LLC- which is the name ******************** requested to have it issued to. The customer has been informed of the refund. 

• Initial Complaint

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Geeks on site told me I needed a new computer & they would be out on 9/8 to hook up the new computer, move my data from the old to the new one and hook my printer. The tech showed up 9/8. Took him a hour to hook up printer(lost), started to move the data from the old computer to the new one. At 9:00pm he said he was done(agonizing). Came in on 9/9 to see that my data had no been transfered over, printer did not work, screwed up my office email and my phone lines(lines are hooked up to computer). Called Geeks on site and they said that they would send someone else out to correct the problems (wanted a diff tech). Said someone would be out on 9/10 to correct problems. I spent the morning correcting my phone lines/office email. Geeks on Site canceled on 9/10 rescheduled 9/13,9/14& 9/15. Told by ****** that they would refund money. They charged me for 2 hours-thus they would correct problems, Canceled 10/4,10/6,10/11,10/12,10/13,10/15, Never coming back. Canceled 10 times/want $210 back

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/10/21) */ Thank you for reaching out. We are sorry to hear about your negative experience with Geeks on Site. Please note that we have replied to the chargeback you filed with your credit card company and we must wait for their response. If they do not honor the chargeback, we will be providing a full refund.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/18/21 I contacted Geeks on Site after an unknown party gained unauthorized access to our home computer. I instructed them to find the source of the intrusion and stop the unauthorized access. After they performed a virus removal the unauthorized access continued and I contacted them a second time in the seven day warranty period. They performed another virus removal but the unauthorized access continued. A different computer technician later wrote that (******* ********) "hired Geeks on Site to fix. They didn't fix it correctly" and "Uninstalled Avanquest software as that is what Geeks on Site should have removed". I purchased antivirus software from Geeks on Site and later learned they sold me Avast even though on 09/18/21 I had an active Avast license at the same level of service. The antivirus software sold to me by Geeks on Site included Malwarebytes which is duplicative of Avast.

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/11) */ Thank you for reaching out to us. We are sorry that you were not satisfied with the work that Geeks on Site provided you. We have already processed a partial refund to your account. If you have any further questions, please let us know.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i called geeeksonsite, they made an appointment, they called and said tecky would not be here in the morning, but would come at 4pm. the tecky called and said he was comming in a few minutes. i let him in, he went to work and after one and one half hours he said he needed me to preform some computer things. he collected a check for ******* made out to ****** ****** he said he did not have contract with him. I HAVE NOW LEARNED THAT GEEKSONSITE, ON THE DAY I TALKED WITH THEM TO MAKE THE APPOINTMENT, THEY CHARGED MY BANK ACCOUNT WITH ******** they claim tecky who come was not their geek. geeksonsite had their illinois franchise revoked. they are not entitled to do business in illinois. *** ******

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/09/21) */ Hello Mr. ******, thank you for reaching out to us. We are very sorry to hear about the negative experience you had with Geeks on Site. I understand that one of our agents spoke with you yesterday and informed you that we will be sending a refund check for the full amount of ******* to you. Please allow 7 business days for this check to reach you. If you have any further questions or concerns we are here to help.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  see Attached document Click here to Get the File - use the Password: 093ACD94 https://bluecomplaints.bbb.org/attachment/?c=XXXXXXXX

  

  Business response

  09/23/2021

  Business Response /* (1000, 6, 2021/09/23) */ Hello Ms *******, Thank you for reaching out to us. We are very sorry to hear about your negative experience with Geeks on Site. We hope that we were able to resolve this in our phone call today. Should you need any further assistance, please don't hesitate to reach out to us. Consumer Response /* (2000, 7, 2021/09/23) */ Ms ******* confirmed that Geeks On Site has resolved her concerns.

*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. ↩