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:02/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 2/15/2023, I contacted Computer Rescue 911 to inquire about having them install whole home Ethernet in my home.***** suggested we try NETGEAR Orbi mesh extenders. I explained that my current mesh extenders were not working and I was looking for a more permanent solution. He explained that the Orbi was much better than my current mesh extender eero. I explained that I didnt want to spend that much money on something that *** not work any better than what I had, he asked me to let him install the Orby in my home, and if we werent happy with the outcome, he would refund our money.He came to our home on 2/17/2023, installed the Orbi and left. A couple hours later, my wife and I, who both work from home, lose network connection again. We could not afford to take more personal time from work with our connection issues. I moved our modem/router to the main floor, closer to our office, and our connection was restored. I packaged up the Orbi and returned it to Computer Rescue 911 on 2/21/2023. They explained that only *********************** the *** could process a return and he was out sick. 2/22/2023-***** is still out sick. 2/23/2022-***** is still out sick but I insist that Im not waiting any longer for my refund. They contact ***** who sends me an email explaining that the Orbi had 2 small scuff marks and he would only refund $400 of the $600 product price. The scuff happened when ***** attempted to pull a desk out from the wall, and the Orbi, which is thin and tall, took a hard fall. He also said he would not refund the $190 install fee because we did not give them the chance to find a better solution. As I said before, we work from home and dont have time to wait for an appt window to open up. I didnt even ask for these extenders, you guys talked me into them, they didnt work, and *** returned them to you in the condition they were in when your tech ***** left my house. I paid $790.99 and they claimed to have refunded $423.99 which still has not hit my bank.