ComplaintsforInstinct Tool
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Complaint Details
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Initial Complaint
11/23/2022
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
My laptop froze up and immediately I had a pop up that stated I had been hacked and they could fix it. I agreed and soon I was up and running after they collected their fee ($1149). This was in February of 2022. This was for Instinct Tools. In October of 2022 we received a call that we would be charged over $9000 for life if we did not cancel. I called and talked to Max R***** and he agreed to cancel the account but we would still owe more to cancel. He would not back down and threatened a yearly charge for life and So I agreed to pay again to Ultimateshop ($2800). He assured me the account was closed. Now November 22, 2022, he has called again and says it is urgent to call him again. I have not called him back but have no intention of paying more. I am sure he will tell me I owe more. This is nothing but a scam and they should be shut down.Initial Complaint
05/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- BBB unable to locate business
Business posed as tech support services for ******* ******** ******** and they gained access to my computer remotely and showed me vulnerability of my passwords, etc. They wanted me to send a check today and did not ask for any account info except the check number. I realized it was a scam and had real tech support from **** *** clean up my computer and secure it. I have to change all passwords and bank accounts now. I do not want to be harassed by this fraudulent company or sent to collections or have a bad thing put on my credit score because of not paying them. I obviously am not sending them a check today. I have reported them to the FTC and the FBI. I did not sign anything. There was no contract.Initial Complaint
05/05/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
In Sept I contracted with Instinct Tools for repairing my computer. I paid $790 for the repair. On May 5 I recieved a call from a Max R****’s who I repeated told I wanted to cancel. He told me an auto-renewal would be $6800 for life. If I cancelled I would still owe them $2100 High pressure He told me he would not cancel when I told him I would not pay $2100 then I would have to pay the $6800. I ended hanging up on him. He proceeded to use the remote control I had with him to delete any traces.Initial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This is a follow-up to my orignial complaint about Instinct Tools/Instant Live Helps filed with BBB on 4/9/2022. On 4/9/2022 I sent an email to Instant live Helps/Instinct tools requesting that the contract be cancelled as soon as possible. I have gotten no response. On 4/4/2022 my computer got a warning pop up saying Do not cut off my computer, I have trojans, malware, then my computer froze. Their was a phone number to call with the loud scary Pop-up saying it was *********, so I called the number and a tech named Dave, then Chris D***, and lastly Ben assured me they could fix my computer fire wall which made made no sense to me as my ****** and ********* fire walls were still up but the shrinking Pop up warning was still there, I was panicked so I let them take control of my computer, the cost $250.00, company took a picture of my check, I never mailed the check. I was not allowed to read the contract and the tech Chris D*** used his mouse to select my signature. My computer continued to have problems after the session with Instantlive Helps so I shut it off, notified BBB, my financial institutions, creditors, Ic3.gov, about the incident, made an appointed to take my computer to be cleaned on 4/6/2022 only to find out Instantlive helps/Instinct tools, added a Adblocker, a Viewfinder (**********), the tech Ben told me he had read my writings which are locted in my archive, which has nothing to do with Security Firewall, there was nothing wrong in my software or hard drive, I had been hacked. Since the encounter with Instinct Tools I have been receiving notifications that my e-mail, my passwords, my phone number, my personal information has been comprised and is on the dark web.. This company stole my peace and only God knows what else, left me PSTD. Help please! Cancel this contract so if this company changes their name or whatever this contract shows cancelled. thank youInitial Complaint
03/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Yes on March 23, 2022 I had several pop ups come up on my computer stating that I was being hacked and to immediately call the listed number. Unsure of this I decided to call, and was told that to have my computer fixed it would be $299.00 American dollars, to be sent by cheque or money order. They repeated asked me how I would pay and when I would be going to the bank to get the proper payment. After being asked this a couple of times I said I think this is a scam! I believe this to be true, although they said I would receive protection for a year etc. After getting off the phone and doing a little bit of looking into this I further believe this to be a scam, and I will not be forwarding any form of payment.Initial Complaint
03/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
3/15/22 **** locked. An alert said to call ‘osSupport’ at ###-###-####. Call answered by Sam M****** ***** Software. He would: 1) Direct me to somebody that could fix the **** for $399.99. 2) Prove the root cause was a breach in firewall security. I asked to be connected me to “Specialist” Gary W***** who would explain repair options. Confusing array of options quoted including: $3499/3yrs, $3699/4yrs, $3999/5 yrs, $4300/Lifetime Service. A “senior discount”. 7.5% for taxes. Service fees applied. Back and forth, all without any detail as to work to be done and who would implement/verify the work. He pressed me to commit to an agreement. Finally stated total charges of $4300; insisted that I mail a dated, signed $4300 check to Instinct Tools. I asked for more info and contract specifics. Access to my computer was somehow granted and I was directed to transmit an image of the check. I was told a contract would be emailed to me for review. While reviewing it, I received a second email with an electronically signed contract (not my signature!). I tried to find out how my approval/signature was obtained. Got no answer. I was then told that I was being transferred to somebody who would fix my ****. I was directed by phone to clear ****** History and Website Data from my ****. The technician never accessed my ****. After verifying it was working, he hung up. I decided that the various activities were a scam, decided not to mail the check, and to research ***** Software/Instinct Tools. I have since determined that dialup software (AnyDesk, HelloSign) was installed (without my knowledge) to allow outside access to my computer. I found no firewall changes made. I removed the software and strengthened my passwords. Research into ***** Software/Instinct Tools has revealed multiple customer complaints. The Better Business Bureau has logged several, all containing activities described here. I want to be removed from all interaction with these companies. Very dissatisfied.Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
March 6, 2022 my computer received an alert telling me to call the number because my computer had been hacked. I noticed the logo in the far background was *********, which has always been on my system. So I thought I was talking to them. I assumed ********* was going to handle my problem. They showed all kinds of forms that showed hackers etc. Then it got down to we can fix the problem by installing some of our products to keep you safe for only $399. I was a little hesitant but finally agreed since I could not use my computer since it was in their control. Then they offered several packages to keep my computer safe. Well reluctantly I said yes, what could do. They had me sign an agreement etc and then to send the check Express Mail from the Post Office. I saw the products on my desk top, but I am nervous about what further things they might do to my computer to hack me again. I previously reported Instinct Tools holding my computer Hostage, like I see 17 others recently complained about also. Towards the end the caller had me sign a contract agreement to ***** Software Support. No idea what they will entail. I do not need a service agreement. I already have ***. Remove me from that contract that I did under Duress !!! I noticed I can't call your number that is in no use. Also your so called web site.
Initial Complaint
03/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Dear BBB I have a complaint about Instinct Tools. A few days ago, I got a call from a "Max R****** who told me I owed $3,800 for a serv ice I did not use 0r want. The price is wildly in excess of what others charge and I have a protection software already installed on my computer. I never signed anything agreeing to pay this amount. **** *******Initial Complaint
02/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On 2/11/2022 a shrieking emoji popped up on my computer that would not go away. A message box came up directing me to contact Instinct Tools. In a panic, I followed the instructions and allowed Instinct Tools to access my computer to get rid of the “hacker.” I spoke with Steve and Gary after they were done. I was told the cost to protect my computer was $350 for 1 year or $499 for 3 years and I that I needed to send a check to Instinct Tools at PO box 4562, Fairfax, VA 22038-4562. After the phone call, I was sure I was being scammed. The cost for Norton malware is under $40 a year. I tried to uninstall the icon/software they installed but was not able to do so. All I could do was to delete the icon. I was so worried that they hacked my computer and installed spy software that I took my computer to Geek Squad to be checked out. I tried to call the number they gave me (815-365-6100) to let them know that I removed their software and to cancel my subscription but the number was already "no longer in use.” A few days ago I received a voiceamil stating that they have not received my check. If I do not get resolution through BBB, I will file a complaint with the FBI Cyber Crime’s department.Initial Complaint
02/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Sept. 8, 2021 I received an alert on my personal computer saying my computer was hacked and not to restart my computer. It said to click on the link to have my computer repaired. The link said the company was a official representative of Microsoft and to call the phone number to start the repair process. I called the number which was for Instinct Tools. They wanted $655 to repair the computer. This amount would pay for one year of firewall and virus protection. They wanted me to scan them a copy of the check. I refused and sent it by mail. They said the hacking was done by some porn site. On 2/11/22 I received a phone call (Max R*****) saying I had to send them a check for $1,899.99 for the quarterly maintenance of the computer security. They said if I want to cancel, I had to send them the $1899.99. Unfortunately I sent the check to cancel the software maintenance. When I had the computer repaired, I was never told I would have to pay such a high maintenance fee. I never consented to such a high fee. This company that says they are an official Microsoft representative are using deceptive and misleading claims to scam the public.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Albany, NY 12205-1655
Customer Complaints Summary
26 total complaints in the last 3 years.
0 complaints closed in the last 12 months.