Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2024

  Type:Billing 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 July 2023, I received a pop up on my computer. The pop up seemed like it was from ********* and it informed me to call a number since there was an issue with the computer. I called the number and I was informed that my computer was hacked. The individual that I talked to said he was the manger of the company. He explained that I could get several security options. I choose the Lifetime of Security of Support which cost $**** that would provide services such as firewall, weboot, email,, banking, anti-virus, and anti-anti-hacking. I was assured that I would be all set and would not be charged for other services. Then in January, 2024, I received a phone call about an IP Security Renewal that needed to happen because it expired at that time. I was not informed of this during the July 2023 phone call. This IP Security renewal would be for a lifetime and would also include no more future payment (lifetime), no more auto renewal, and all securities for a lifetime. For this service, I paid $**** however, I wondered why I had to pay this price since I already paid for lifetime security. Then two weeks later in January, 2024, I received a phone call about cancelling a security service that I did not need since I have the Lifetime of Security Support. However, if I wanted to cancel it, I would have to pay over $**** just to cancel it. If I did not pay that then it would auto renew for over $***** All of these additional charges was NEVER explained to me during the July 2023 phone call. Overall this is all a SCAM!!

  Business Response

  Date: 08/02/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.
  We believe we can easily resolve the matter.
  Firstly we would like to apologize for the inconvenience and disappointment that Customer Have experienced in dealing with our Services . We assure you that your complaint and feedback will give the opportunity to remedy any problem that may exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels.
  
  In order for us to escalate your feedback and complaint to *********** We Have cancelled all the services and customer don't have to pay anything and he she will be not be receving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience may have caused to the customer.
  
  Best regards,
  Customer Service

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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.

  My grandmother had been receiving emails from McAfee virus protection (that appear to be fake), which she ignored. She then clicked on a website for a news article and when she did so, multiple pop *** appeared on her computer screen. She then got an email from the (presumably fake) McAfee virus protection email stating that she had a virus on her computer and they could fix it if they called them at **************. They provided her with the following information and asked her to send a cheque in the mail for $549 USD: Name of company - Ultimate Store Services. Address: *************************************************************** Second number she was given : ********** Name of "person" she spoke with: ********************* She then had to leave the house and she was told to keep her computer running so they could "install" antivirus software. When I became aware of this, I went to the house and found the computer to be remote accessed running multiple scripts looking through files on the computer. This company is scamming the elderly.

  Business Response

  Date: 07/12/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.
  We believe we can easily resolve the matter.
  
  Firstly we would like to apologize for the inconvenience and disappointment that Customer Have experienced in dealing with our Services . We assure you that your complaint and feedback will give the opportunity to remedy any problem that *** exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels.
  
  In order for us to escalate your feedback and complaint to Our Company We Have cancelled all the services and customer don't have to pay anything and he she will be not be receving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience *** have caused to the customer.
  
  
  Best regards,
  *********************
  Customer Service Manager

• Initial Complaint

  Date:05/13/2024

  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.

  In December of 2023, got a virus on computer, a box popped up to call a number for help. My husband did they then talked him into access to his computer and bank account information to fix the problem and pay ****** dollars to fix it. First they said *******. He told them no to that amount. So settled for ******. The on Friday may 10th 2024, they called and said he owed them ******* to keep vioff computer, said to cancel this it would be *******. They wanted to take it out of bank account, or send a check for *******. There is no way any should pay this amount of money.

  Business Response

  Date: 05/15/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.
  We believe we can easily resolve the matter.
  
  Firstly we would like to apologize for the inconvenience and disappointment that Customer Have experienced in dealing with our Services . We assure you that your complaint and feedback will give the opportunity to remedy any problem that *** exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels.
  
  In order for us to escalate your feedback and complaint to Our Company We Have cancelled all the services and customer don't have to pay anything and he she will be not be receiving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience *** have caused to the customer.
  
  
  Best regards,
  *********************
  Customer Service Manager
  
  

  Customer Answer

  Date: 05/16/2024

   
  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

  Date:05/02/2024

  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.

  About2/7/2023 my computer froze up and a note and phone number that said i had a virus and if wanted to get my computer running again to call otherwise it would not run or any other devises would not run so, I called and they said that for $1500.00 they would guarantee that for my lifetime I would not have any more virus on any of my devises. then on 2/7/2024 I get another phone call from there general manger that I owe them 8 hundred and some for 8 years to guarantee that I will not get anymore virus's for the rest of my life (stupid me) paid them. He said (*********************) if i did not pay I would have to pay them the 800 and some each year for another 8 years. or they would *** me. I was not informed of this at the original call although he insisted I was. I told him that i didn't want the program and wanted to cancel the program due to not being informed of it and will not pay for it. At that time he said that he would cancel it but it would cost me $1200.00 + ****** customer service fee (stupid me) paid again and he would give me a cancellation number which he never did. Now on 4/27/2024 he calls again and wants to give me a cancellation number but it will cost me $1800.00 and will not make it final untill he gets the payment. (stupid me) mailed a check on the same day. do not know why I he needed to be paid $2300.to cancel this program and why this program cost so much. SOUNDS LIKE A SCAM TO ME. The cancellation number he gave me this time is *********fc was not given one in Feb.

  Business Response

  Date: 05/06/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.
  We believe we can easily resolve the matter.
  
  Firstly we would like to apologize for the inconvenience and disappointment that Customer Have experienced in dealing with our Services . We assure you that your complaint and feedback will give the opportunity to remedy any problem that *** exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels.
  
  In order for us to escalate your feedback and complaint to Our Company We Have cancelled all the services and customer don't have to pay anything and he she will be not be receving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience *** have caused to the customer.
  
  
  Best regards,
  *********************
  Customer Service Manager
  
  

• Initial Complaint

  Date:05/02/2024

  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.

  I used their service to remove a virus Trojan on my pc and paid them for a 2 year security+support in the amount of $499.00. Now I am receiving threatening telephone calls that they are going to attach my bank account for $10,000 for network security. I have refused to pay for a service that I did not agree to as I have already paid them for a 2 year contract now they are trying to extort and attach my bank account.

  Business Response

  Date: 05/06/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.
  We believe we can easily resolve the matter.
  
  Firstly we would like to apologize for the inconvenience and disappointment that Customer Have experienced in dealing with our Services . We assure you that your complaint and feedback will give the opportunity to remedy any problem that *** exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels.
  
  In order for us to escalate your feedback and complaint to Our Company We Have cancelled all the services and customer don't have to pay anything and he she will be not be receving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience *** have caused to the customer.
  
  
  Best regards,
  *********************
  Customer Service Manager
  
  

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21646651
  
  I am rejecting this response because I have paid them for a 2 year service contract in the amount of $499.00 and I want a refund of that amount
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/09/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.As we never call the customer to pay more for the security aas he already paid ******. the work that has been done on the computer in november and security are installed after that we never contact the customer. he might be receiving any spam calls who are trying to take the money out from his account.
  the security and support is still valid for 2 years .but i can assure that  customer don't have to pay anything and he she will be not be receving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience may have caused to the customer.
  
  
  Best regards,
  *********************
  Customer Service Manager

• Initial Complaint

  Date:04/16/2024

  Type:Sales and Advertising 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.

  In Nov. 2023 my 85-year-old mother's PC browser was blocked by an overlay screen showing a tel number to call to fix the problem (a trojan virus, I presume). She called the number and then sent "Ultimate Store" a check for $450. We discovered she had sent a check, and put a stop payment on the check. Now in April 2024 they called her and left a message mentioning the check number she had sent them in Nov, and said they were going to "deduct" $9000 (!) from her bank acct if she does not cancel an internet "security" service, and that they would call again next day. She took the call the next day and my now 86-year-old mom was convinced that she would lose internet service if she did not immediately send "Ultimate Store" a check for $2000, which she promptly did. I'm calling the bank today to make ANOTHER stop payment on this scam company. Sadly, I expect them to hit her (and other seniors) again in a few months! (PS, not sure why they misspelled "**************" in their address...)

  Business Response

  Date: 04/22/2024

  Dear BBB,
  
  Thank you for your email.
  
  Thank you for writing about the problem that The customer have been experiencing with our company.
  We believe we can easily resolve the matter.
  
  Firstly we would like to apologize for the inconvenience and disappointment that Customer Have experienced in dealing with our Services . We assure you that your complaint and feedback will give the opportunity to remedy any problem that *** exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels.
  
  In order for us to escalate your feedback and complaint to Our Company We Have cancelled all the services and customer don't have to pay anything and he she will be not be receiving any more calls from our side.
  Once again, please accept our sincere apologies.
  
  We sincerely apologize for any inconvenience *** have caused to the customer.
  
  
  Best regards,
  *********************
  Customer Service Manager
  
  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21581546
  
  I am rejecting this response because:
  
  
  
  It was nice to be able to talk with you.  Yes, if you would as I said just close this as "answered". 
  
  I regret not having some kind of a clear warning that "Ultimate Store" is a criminal group to avoid -- but on the other hand most people probably won't look here until after they've already been scammed anyway...
  
  Have a great day!