ComplaintsforMicroPCService LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Norton computer protection on 2-24-23 that was supposed to be good for 2 years. I thought I was buying it from ****** but it turned out to be a sham company Micro PC LLC *************.) Tech support ************. ****** worked for 1 year then said my subscription had expired. I have left messages with Micro PC to get my additional year of Norton coverage that I PAID for, but no return call. And the guy that answers the Micro PC number now, says they do not sell ******. It is a sham/scam company! I am writing this on 6-12-24.

  

  Business response

  06/14/2024

  Dear Customer,

  Thank you for reaching out and sharing your concern. We apologize for any inconvenience you have experienced regarding our service.
  
  We would like to clarify that Micro PC is a legitimate company, and we take such allegations seriously. Our phone numbers were changed in October 2023, and we made every effort to inform all our customers of this change in advance. It appears you may have missed this update, for which we apologize.
  
  We have created a ticket to address your concern about the service issue. One of our team members will contact you shortly to resolve the issue and ensure that you receive the services.
  
  Thank you for your patience and understanding.
  
  Best regards,
  Micro PC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  transaction date 3/25/2024 $499.99 My computer was hacked. Called Norton 360 direct. Was lead to believe I was talking with a Norton representative. They never identified themselves as Micro PC Services. They committed to uninstalingl the old Norton Subscription and installing a new subscription. Was told a yearly siubscription would be $299.99 but had a promo for 2 yr plan for $499.99 Spoke with representative ****** ? The new version of Norton 360 was not installed. A I did not agree to due business with Micro PC Service LLC. I assumed I was talking with a Norton 360 representative. I believe I was scammed. I have not attempted to contact this company. The charge appeared on my most recent **************** Statement. This is the only way I became aware of Micro PC Service LLC.

  

  Business response

  05/08/2024

  Response to BBB Complaint ID: ********
  
  Dear Sir/*****,
  
  We are writing in response to BBB Complaint ID 21658469,regarding a service request initiated by the customer on March 28, 2024.
  
  Firstly, we wish to address the assertions made in the complaint, which we find to be misleading and false.
  
  Misrepresentation Allegations: We strongly refute the allegations of misrepresentation and scamming made by the ******************************* operates with integrity and transparency in all our dealings. We do not engage in deceptive practices or misrepresent ourselves as other entities. The claim that we represented any third party is entirely false and unfounded.
  
  Transaction Details: Contrary to the customer's account, our records indicate that the customer willingly engaged our services for computer software assistance. Our invoice clearly states our status as an independent service provider, without affiliations with third parties. The customer's decision to proceed with the transaction demonstrates their understanding and acceptance of the services provided.
  
  The customer contacted us to install antivirus security on their devices and address additional device issues. We provided a clear explanation of our services, and the customer willingly agreed, reflecting our commitment to delivering high-quality service.
  
  Fraudulent Allegations: We express our disappointment with the customer's decision to file a ******************** complaint and dispute with their bank without allowing us the opportunity to address their concerns. The claims of fraud and scamming are baseless and unjustified. Such unfounded allegations not only damage our reputation but also reflect poorly on the customer's integrity.
  
  We promptly responded to the customer's dispute and provided thorough documentation for review to the customers bank. Ultimately, the customer's bank will make the final decision on the dispute. We emphasize the importance of customers contacting us directly for service-related matters,including refunds or cancellations.
  
  In conclusion, we maintain that the customer's decision to bypass direct communication and raise a dispute contradicts our refund policy,which is prominently displayed on our invoice and accompanying documents.
  
  Sincerely,
  Microservice LLC

  Customer response

  05/10/2024

  This response is not accurate.My computer had been hacked. I called Norton 360 customer service to ask how was this possible. A representatative ****** answered "with how can I help you", He did not identify himself as a representative of Micro PC Service. I explained to ****** why I was calling.  He asked permission to access my Norton 360 account, I agreed. He came back and said my original Norton 360 subscription had lapsed, I only had a basic coverage plan. He preceeded to say a Norton Renewal plan was available for $299.99, then came back with a 2 yr plan for $499.99. I took the $499.99 plan for the savings.

  He then asked permission to access my computer, which I okayed thinking I was dealing with ******. I could see him going in accessing my Norton icon. He supposedly uninstalled the  software I had and uploaded the newer Norton 360 software.  Couple days later I opened the Norton Icon to run a scan. I still had the my original version. I called ****** they confirmed to me I still had my older plan with basic coverage only.  Nothing to my Norton 360 subscription was updated.  Where is the newer Norton updated subscription he installed? 

  If they would have identified themselve as **************** I would have immediately disconnected the call.  I never heard of this company previously, I would have never done business with them. I discovered this Micro PC Service only by the charge made on my  recent monthly credit card statement. If this was a reputable business they would have identified themselves as MIcro PC Services at the very beginingmof answering the phone call.

  Also since then I went  on line to check this company out, its not the only complaint  abt this company , there are similar complaints to mine filed. 

  I have filed a dispute claim with my credit card company also.

   

  
  

  

  Business response

  05/13/2024

  Response to BBB Complaint ID: ********
  
  We regret any miscommunication or misunderstanding. Our intention is always to assist our customers with their technical needs efficiently and effectively. We apologize if you did not receive the level of service you expected.
  Dispute Claim: We are aware that you have filed a dispute claim with your credit card company. We want to assure you that we take all disputes seriously and are fully committed to cooperating with your bank to provide any necessary documentation or information to resolve the matter satisfactorily. Ultimately, it is up to your bank to review the provided documents and reach a decision on the dispute.
  In conclusion, we value your feedback and apologize for any inconvenience you have experienced. Our goal is to ensure that all our customers receive the highest level of service and satisfaction. We are here to work towards a resolution.
  
  Sincerely,
  Micro PC Service

  Customer response

  05/14/2024

  I am rejecting this response because: 

   I searched NORTON CUSTOMER SERVICE on line. Called the telephone number provided. There was no indication I was connected to MICRO PC SERVICE LLC. ********* ******* did not identify themselves when answering. If they had  I would said "sorry I must have misdialed and disconnected the call. I wouldve never done business with this ******* that Ive never heard of  and knew nothing about their creditials. If I wanted a PC Service I would have contacted someone locally. They are not associated with Norton.

  I have filed a dispute claim with my credit card ******* claiming this is not the ******* I was lead to believe I was doing business with.

  I expect a refund. 

  I googled Micro PC Service LLC. There are similar complaints about this ******* listed by the BBB.

   

  
  

  Customer response

  05/28/2024

  i BELIEVE THE DISPUTE IS STILL PENDING. HAVENT HEARD ANY UPDATES FROM AMERICAN EXPRESS.HOWEVER I DID RECEIEVE MY MONTHLY BANK CARD STATEMENT THEY HAVE CREDITED MY ACCOUNT UNTIL FURTHER INVESTIGATION. 

  

  Business response

  06/01/2024

  Hello,
  
  We regret any miscommunication or misunderstanding that *** have occurred. Our primary objective is to assist our customers with their technical needs efficiently and effectively. We apologize if our service did not meet the customer's expectations.
  
  We would like to address the complaint in detail to provide a comprehensive response to the concerns raised.
  
  Customer Interaction and Service Provision:
  Our records indicate that the customer contacted us seeking assistance with technical issues related to their computer. We promptly responded and provided the requested services, which included Office Software support, Antivirus installation, File Corruption resolution, Network troubleshooting, and Web Browsing assistance. All these services were performed remotely, and the customer was informed about the nature of our company and the services we provide.
  
  Invoice and Payment:
  The customer was clearly informed about the charges for our services. An invoice was issued, which the customer reviewed and signed, acknowledging the fee of $149.99. Payment was made via PayPal, and we ensured transparency in our billing process. The customer also signed a payment authorization form, affirming their understanding and agreement to the charges.
  
  Dispute Claim:
  We acknowledge that the customer has filed a dispute claim with their credit card company. We take all disputes seriously and are fully committed to cooperating with the bank to provide any necessary documentation or information to resolve the matter satisfactorily. It is ultimately up to the bank to review the provided documents and reach a decision on the dispute. As such, the case is currently under review by the bank, and we are unable to make any further decisions or actions until the bank has concluded their assessment.
  
  Customer Satisfaction and Refund Policy:
  We strive to ensure the highest level of customer satisfaction. If the customer was dissatisfied with the service, we would have appreciated the opportunity to address their concerns directly. We have a 30-day refund policy prominently displayed on our invoice and accompanying documents. If the customer had contacted us regarding their dissatisfaction, we would have promptly processed a refund in line with our policy.
  
  Clarification on Allegations:
  We strongly refute any allegations of misrepresentation or scamming. Our company operates with the utmost integrity and transparency. At no point did we claim to be affiliated with Norton or any other third-party software provider. The customer's assertion of such misrepresentation is unfounded. We diligently explain our services and terms to all customers before proceeding with any transaction. The customer's decision to proceed with the transaction demonstrates their understanding and acceptance of the services provided.
  
  Commitment to Resolution:
  We are committed to resolving this matter amicably and ensuring the customer's concerns are addressed. We value the customer's feedback and apologize for any inconvenience experienced. Our goal is to ensure that all our customers receive the highest level of service and satisfaction. We remain dedicated to maintaining transparency and integrity in all our dealings and will continue to work towards a resolution.
  
  We trust that this response clarifies the situation and reaffirms our commitment to customer satisfaction and integrity.
  
  Sincerely,
  
  Micro PC Service

  Customer response

  06/03/2024

  I am rejecting this response because:   

  I did not contact Micro PCServices LLC INTENTIONALLY. I searched Norton 360 customer service phone number online. Called the #. Was greeted by service representative by the name of ******, who I assumed was a Norton representative.  if he would have identified himself as ****** ?  with Micro PC Services , I would have said I misadialed and hung up. He asked how he could help me. He never identified himself as a representative of Micro PC Services. I explained my computer had been hacked and wanted to know how this happened when I have ****** 360.

  He asked permission to access my computer. Gave  him my permission. He went imto my computer and accessed my Norton account. He said I had old account with basic coverage But he could update it with more extensive coverage premium plan. Believing I was talking with a direct Norton representative, I agreed to a better plan. 

  The representative said he would have to uninstall my current plan and install the newer plan. I seen him moving around my computer and my Norton app. While Im watching It looked like he was deleteing the old version and installing the new version. 

  My previous Norton 360 account is still active with Norton which im still being billed monthly. ****** kept offering me a premium plan with better coverage. I was confused, I chatted with an agent on line  to explain to them I paid for the premium plan on 3/25/2024. they said I never updated my account with them. 

  Then I received my credit card monthly statement. This is when I seen the charge of $499.99 from MICRO PC SERVICES LLC.

  So Im now still actively paying Norton $10.96 monthly as I have for years. Im not sure what this company did. All I know I was lead to believe I was dealing directly with ******. This MICRO PC SERVICE LLC was never mentioned . They did say there was no charge for installing the premium version of Norton. Just the $499.99 2 year agreement.

  If I would have known this was a computer service when I called, I would have apologized for dialing the wrong # and hung up. Theres no way I would have done business with a computer service I had never heard of before. Especially when I live in an area where  I can take my computer to a number of places locally for the same service this company provided.

  if this company operates with the highest standard of integrity they should have no problem presenting a recording of the conversation. Hopefully its been unaltered.  If they can prove they  identified themselves up front and did not lead me to believe I was  speaking with direct representative of Norton, I will accept it.. But I have checked this company out . if they are reputable as they say why do they have several consumer  complaints?

  I have an outstanding credit rating. Im a respnsible person. I dont need to going thru this. 

   

   

   

  

  Business response

  06/05/2024

  Hello,
  
  We appreciate the opportunity to address the customer's concerns and provide further clarification.
  
  As stated in our previous response, we acknowledge that the customer has filed a dispute claim with their credit card company. We take all disputes seriously and are fully committed to cooperating with the bank to provide any necessary documentation or information to resolve the matter satisfactorily. It is ultimately up to the bank to review the provided documents and reach a decision on the dispute. The case is currently under review by the bank, and they will be making the final decision.
  
  We are committed to resolving this matter amicably and ensuring the customer's concerns are addressed. We value the customer's feedback and apologize for any inconvenience experienced. Our primary goal is to ensure that all our customers receive the highest level of service and satisfaction. We remain dedicated to maintaining transparency and integrity in all our dealings and will continue to work towards a resolution.
  
  We trust that this response clarifies the situation and reaffirms our commitment to customer satisfaction and integrity.
  
  Sincerely,
  
  Micro PC Service

  Customer response

  06/07/2024

  I am rejecting this response because:   

  Micro PC Service LLC is correct in stating it is in the hands of my credit card company. I did receive notification from the credit card bank stating they temporarily credited my account for further investigation.  As of yet I have not received a formal letter on their final decision. 

  I don't want to do business with this company.  They need to cancel the 2-year subscription. 

  Like I stated previously, I googled Norton 360 customer service phone number. When I found the number, there was no mention of Micro PC Service LLC anywhere on that site. So naturally I assumed I was talking directly with a representative at Norton 360. When answering the phone this company gave no indication or identified themselves as Micro PC Service LLC. Thru out the entire conversation. If they had I would've never continued the conversation with them or let them have access to my computer.

  THEIR BUSINESS PRACTICE IS WRONG.   VERY MISLEADING.   Very deceptive and unethical business practices. 

   

  
  

  

  Business response

  06/14/2024

  To BBB,

  We take all disputes seriously and have provided the customer's bank with the necessary documentation to review the customers claim. The customer's bank is currently assessing the case and will make the final decision.
  
  Our policy requires customers to contact us for refunds or cancellations within 30 days. The customer did not do this and instead filed a dispute directly with their bank. We cannot issue a refund while the case is under review by the bank.
  
  We believe the customers claims are inaccurate and have outlined our position clearly to the customer's bank.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Micro PC Service
  

  Customer response

  06/15/2024

  HAVE NOT RECEIVED A FINAL NOTICE FROM MY BANK TO DATE.

  IN ANY CASE THIS COMPANY SHOULD NOT BE ALLOWED TO OPERATE UNDER FRAUDULENT OR DECEPTIVE BUSINESS PRACTICES.

  THE PHONE # GIVEN ON LINE WAS LISTED AS A CUSTOMER SERVICE FOR NORTON 360. NOWHERE ON THAT SIGHT INDICATED THIS WAS A CONTACT # FOR MICRO PC SERVICES LLC. PLUS THEY DIDNT NOT IDENTIFY THEM SELVES AS MICRO PC SERVICES LLC.

  IF THEY HAD, I WOULDVE KNOWN I WAS NOT SPEAKING DIRECTLY WITH NORTON 360 CUSTOMER SERVICE REPRESENTATIVE AND DISCONNECTED THE CALL. I WOULDVE NEVER KNOWINGLY AGREED TO ENGAGE IN BUSINESS WITH A COMPANY IVE NEVER HEARD OF BEFORE. ESPECIALLY SINCE THERE ARE SEVERAL PC SERVICES IN MY AREA.

   

   

  Customer response

  07/02/2024

  Thank You for your time and effort. I understand your decisions in the matter. 

  **************** had temporarily credited my account as of May 02, 2024. With a understanding if I didn't hear back from them by July 16, 2024, I could consider this case closed.

  As of today, I have not heard back from them. However, I am willing to accept whatever decision **************** makes. I have an excellent credit score that I don't want tarnished.

  I do wish my complaint stays in your files so no one else is misled by this company.

  After I hear back from **************** with their final decision, I will be taking my computer to a reputable place locally to have my computer cleaned and have them uninstall whatever this company did. I don't want to associate with this company.

  Thank You

  ***********************

   

   

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was getting a renew message from ******** So I went to the web site and spoke to a person who's names I have told me that he would renew my subscription for 2 years at $149.99 and said that they needed to go into the computer and upload all the new software now just so you know they are using Nortons lcon's to load all info at this point , They did all the uploading Norton file upload Icon and Norton Security . So after all is done I give them my new info they send me the doc's to sign and as I am signing I look at the name and it say's Micro PC Services LLC I questioned it and they charged my card he said that they are ********. So I felt very uncomfortable and tried to log into the Norton's icon and would not give me access but as soon as I did that I recieved a phone call from Micro PC asking what the problem was so I told him I could not log in he said if there is any id Theft on my acct they would call me .So I look closer to the icons they put in there was a Micro PC services Icon. I found *****'s Cust Fraud # and they told me they are not in any way assoc. with Nortons So they went in and found all the icons and deleted them this company is scamming you be VERY CARFUL I had to file a claim with my bank because of this. Thank you ******** ID thief protecton

  

  Business response

  04/19/2024

  Response to Customer Complaint ID: ********
  
  To ********************,
  We are writing in response to the complaint filed by ******************************* regarding their experience with Micropcservice LLC. We appreciate the opportunity to address the concerns raised and provide clarification on the matter.
  
  After conducting a thorough investigation into the customer's complaint, we would like to present the following rebuttal:
  
  Misrepresentation Allegations: Micropcservice LLC vehemently denies the allegations of misrepresentation and scamming made by the customer.Our company operates with the utmost integrity and transparency in all our dealings. We do not engage in deceptive practices or misrepresent ourselves as other entities. The customer's assertion that we claimed to represent ****** is entirely false and unfounded.
  Transaction Details: The customer's account of the transaction process is inaccurate. Our records indicate that the customer willingly engaged our services for computer software assistance, which were clearly outlined and agreed upon before any transaction took place. At no point did we claim to be affiliated with Norton or any other third-party software provider. The customer's decision to proceed with the transaction demonstrates their understanding and acceptance of the services provided.
  Customer Support and Resolution: ********************** is committed to providing exceptional customer service and ensuring customer satisfaction. Upon learning of the customer's concerns, we promptly addressed the issue and initiated a full refund in accordance with our 30-day refund policy.The refund was processed expeditiously to resolve the matter amicably.Additionally, we offered our assistance to address any further questions or issues the customer may have had.
  Fraudulent Allegations: We must express our disappointment with the customer's decision to file a complaint with their bank without first allowing us the opportunity to address their concerns. The customer's claims of fraud and scamming are baseless and unjustified. Such unfounded allegations not only damage our company's reputation but also reflect poorly on the customer's integrity. We urge the customer to refrain from making fraudulent allegations in the future and to engage in honest and constructive communication to resolve any disputes.
  In conclusion, Micropcservice LLC stands by its commitment to honesty, integrity, and customer satisfaction. We take pride in our reputation for delivering quality services and ensuring transparency in all our business dealings. We trust that this response provides clarity on the matter.Customer's desired settlement for complaint (refund) has been fulfilled and the case has been closed.
  
  Refund Transaction ID: **********

  
  Sincerely,
  Micropcservice LLC

  Customer response

  04/19/2024

  I have reviewed the business response and accept this resolution.            I would not have reported this if it was not TRUE...    I have the names of the rep and tech that did this They said that they were a subsidiary of Norton's. That is so Bad Business You should check your employees.   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had on my phone I thought was a virus. I contacted nortin services and was told they were part of nortin tech services. They told me For ****** I can have a 2 year contract. I call ****** and they have no information about me. I have called this company and they do not return my call. This company name is Micro pc services. I feel this is a scam and would like a full refund. They have done nothing for me.

  Customer response

  10/20/2023

  I have spoken to micro pc services. They are going to refund me I would like to close this case

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In Jan 2023 I was contacted by a representative about my expiring ****** PC protection. The caller stated that for this amount I was protected for 5 yrs., which I agreed to and authorized the payment. However. I have now found out that it is only good for one year, which is way more than any other company is offering. When I called the listed phone number, the number was showing not valid. I emailed the company and was advised by them that someone from their company would contact me, which is yet to happen. In my email I also requested a refund for the excessive amount. I believe the company defrauded me in the quoted price and coverage period. The company said the phone number listed was having problems. I believe this entire contract was a fraud. In looking at other similar complaints, it appears the other customers have had similar situations. Can you please help?

  

  Business response

  09/27/2023

  Hello,

  I wish to address the concerns raised by the customer regarding our company's services in the most unequivocal terms.

  First and foremost, let me be crystal clear: we do not take accusations of fraudulent activities lightly. Our company operates with the highest standards of integrity and is committed to providing transparent, legitimate, and independent services to our esteemed clientele.
  

  We hold a complete dossier of supporting documents, including meticulous issue resolution confirmations, and other duly signed documents. These documents incontrovertibly establish that not only did the customer receive our services, but they also willingly and knowingly assented to the associated charges.
  

  Regarding the customer's assertions about our affiliation with ****** or any third party brand, we emphatically deny any such affiliation and categorically reject any insinuations of fraudulent conduct. The customer was fully cognizant of the service charges and was well-informed about our 30-day refund policy, to which they willingly consented.
  

  Let there be no ambiguity: our commitment to upholding the legitimacy of our services is unwavering. We categorically do not engage in any form of fraudulent activity. While we regret any perceived confusion or dissatisfaction, it is paramount to stress that we always operate in utmost good faith and remain steadfast in delivering exemplary service to our valued clients.
  

  It is worth noting that, We have not received any refund or cancellation request from the customer within the stipulated 30-day refund policy period. The customer has actively availed our software and services for an uninterrupted period of over eight months. Any assertion that our operations are fraudulent stands on utterly baseless grounds.

  Furthermore, I would like to emphasize our relentless commitment to addressing customer concerns promptly and amicably. We have made diligent attempts to establish contact with the customer in order to resolve any outstanding issues or queries. However, regrettably, our efforts to connect with them have been unsuccessful thus far.
  

  We have initiated multiple contact attempts to ensure that we can effectively address any issues that may have arisen.

  We appreciate your attention to this matter and reiterate our dedication to providing exceptional service to all our customers.
  

  Sincerely,
  MicroPC

  Customer response

  09/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  Their assertion of contact attempts  are non substantiated because my call log from Aug. 1 show no such calls originated from their business.  Furthermore. I have been in contact with them thru emails initiated by me.  I asked only one question to be answered and that was is the $499.99 payment for 5 years of service as promised by their salesman.  I even had my speaker phone on so that my wife could also hear the proposal.  Never once have they answered that.  All they wanted was me to call them.  I told them if the proposal was not for 5 years. I wanted a refund of the amount as the sale was under fraudulent pretenses.  If it was for 5 years, I'm fine with that.  But if not, that price is unheard-of  to what I could have found with other companies offering the same protection.  I am no fool to pay that for one year.  Yes I did agree with the understanding it was for the offered 5 years.  If you look at other complaints about this company, others had misreprentation on price for coverage!  Thank you for your help.  5 years or refund!  PS. The reason it took me to realize this was a renewal notification when I thought I had 5 years!!!!
  Sincerely,
  
  **** ******

  

  Business response

  10/01/2023

  Hello,

  This message is intended to address the recent disputes and allegations made against our company. We would like to clarify our stance on this matter.
  We want to extend our sincere apologies for any inconvenience you may have experienced during your recent interactions with our company. We appreciate your patronage over the past 8 months and are committed to addressing your concerns.

  
  Throughout our correspondence, you have consistently asserted that our services are a scam, which is not in line with the facts and absolutely false. You have enjoyed over 8 months of uninterrupted service from our company. We have provided documented evidence to support our position and cooperated fully with your bank to resolve any disputes.  
  
  Regarding the dispute you initiated with your bank, we have provided all the necessary documentation to support our position. The case has been resolved, and it aligns with the contractual terms that you did not
  contact us directly for a refund or cancellation, but rather filed a dispute with your bank.

  Despite the challenges we've faced, we remain committed to providing you with the services you have requested. We are willing to continue serving your needs, even after the dispute and breach of our service agreement.

  We expect your full cooperation and adherence to our terms of service moving forward.

  Thank You
  MicroPC

  Customer response

  10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have asked numerous times in writing via email to clarify the length of your services for the $499.99 I paid under the belief it was for 5 years,prepaid as it was presented to myself and my wife via a phone call.  That is all I have asked.  If it was not for the 5 years, then the price charged was very unreasonable and I would have not agreed to it.  Therefore the term fraud was used in that if the employee presented the 5 yrs for $499.99 and it was not so, but for anything less that would be fraudulent.   That is what I have based all this on!  Therefore. Why can't this company clarify my request.  Pretty simple if you ask me.  Also that if the paid period was only for one year and their services were nothing to substantiate such a price, I should be refunded the difference of the eight months and the $499.99.  In checking with other companies offering the same services for $100-150 per year.  Thank you
  Sincerely,
  
  **** ******

  

  Business response

  10/11/2023

  Dear BBB,
  
  I am writing to provide a clear and concise clarification regarding a recent customer case.
  On January 25, 2023, the customer in question purchased our services. They enjoyed and utilized our services from that date forward. However, on July 29, 2023, a dispute was raised with PayPal regarding this transaction, despite the customer's consistent use of our services throughout this period.
  It is crucial to emphasize that our company maintains a transparent 30-day refund policy, of which the customer was well aware. During these seven months, the customer did not contact us for any refund or service cancellation, choosing instead to dispute the transaction. This action appears to be an attempt to seek a retroactive refund for services already rendered.
  Our company's terms and policies clearly state that "no refund will be provided after a dispute has been initiated for any reason." This clause is in place to protect against such disputes that arise long after services have been enjoyed.
  In response to the customer's dispute, we provided the necessary documents and evidence to PayPal in defense of our position. Following a thorough review, PayPal ruled in our favor, confirming the legitimacy of the transaction. It was noted that the customer had raised false accusations of fraud, which were not substantiated.
  However, the customer has now filed a complaint with BBB, changing the reason from "Fraudulent Transaction" to "Explanation of 5 years." It is imperative to stress that no such promise of a five-year commitment was made by our company. This claim is unequivocally untrue and unsupported.
  Despite the false accusations and the initiation of the chargeback, we remain dedicated to our commitment to customer satisfaction. As a goodwill gesture and to amicably resolve this situation, we are prepared to continue providing our services to the customer.
  Attached to this communication, you will find the original invoice for reference and verification.
  We value our integrity and unwavering dedication to supporting our customers. Please consider this response as a clear clarification of the matter at hand.
  
  Best regards,
  MicroPC

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: The claim I brought of fraud was in the fact that no where in the signed contract was period given for service.  And yet that period of service was verbally stated by the salesperson over the phone.  If needed, I and my wife are ready to give a signed affidavit to that statement.  How can this company justify the amount charged for one year?  There are numerous  companies that offer the same services for alot less.  This whole investigation by me was when I researched the company thru the BBB and found similar complaints of sales without a clear understanding in writing as to the length of the service contract for the amount paid.  I will state here and now that if this contract is only for one year and I do not get satisfaction thru this investigation,  IN NO WAY DO I WANT TO DEAL IN ANY MANNER WITH THIS COMPANY GOING FORWARD!  I just want to make it clear no further charges or renewals occur!!!!!!   Thank you 
  
  Sincerely,
  
  **** ******

  

  Business response

  10/13/2023

  We are writing in response to your complaint filed with the BBB, specifically concerning our services and your allegation of fraud.
  
  Again, we would like to categorically deny any fraudulent activity on our part. We take great pride in our commitment to transparency and ethical business practices. In previous communication, we have expressed our readiness to provide our services to you as a goodwill gesture to hopefully meet your satisfaction.
  Regarding the pricing and service duration, we understand your inquiries. It's essential to acknowledge that different companies may offer similar services at varying price points.
  
  We want to emphasize that we are willing to provide our services as a goodwill gesture, which we hope will meet your satisfaction. Despite the false accusations and the initiation of the chargeback process, our dedication to customer satisfaction remains firm.
  
  You initiated a dispute directly with PayPal and did not reach out to us for a refund or cancellation which is against the Refund policy and Service Terms, as indicated on the invoice you have submitted to the BBB as proof. Effective communication is key to addressing such concerns, and we encourage direct engagement in these matters.
  
  As a goodwill gesture, we are prepared to continue providing our services without any additional charges or renewal fees. This gesture reflects our commitment to resolving this situation amicably.
  Your satisfaction and trust are of the utmost importance to us. We hold our integrity and dedication to customer support in high regard, and we trust that this response clarifies the matter.
  
  Thank you for your understanding
  

  Sincerely,

  MicroPC

  Customer response

  10/16/2023

  
  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.
  I since made contact with them and they finally said the contract for service was for 5 full years.  Thank you for your help!
  Sincerely,
  
  **** ******

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 19, 2023 I spoke with a company who I believed represented ****** in regards to my current Norton protection plan. The company told me I did not have the coverage I needed and I agreed to pay $149.99 to obtain coverage for all my computers. I later contacted ****** to discuss my coverage and they had NO record of this! When my credit card statement arrived, there was a charge of $149.99 from a company called MicroPCService. I called the company, and asked what the $149.99 charge covered, they again told me it was for Norton protection for my computer. I called ****** again, and ****** told me they have no record of this. MicroPCService completely misrepresented themselves and charged me $149.99 for Norton protection which I did not receive.

  

  Business response

  07/12/2023

  We hope this letter finds you well. We are writing in response to the claims and allegations made against our company, MicroPCService LLC. We take these matters seriously and want to address them promptly and thoroughly.
  After carefully reviewing the details of your complaint, we would like to state categorically that the allegations made are entirely false and unfounded. MicroPCService LLC has never claimed to represent any third-party brand, nor have we engaged in any misrepresentation.
  Our records indicate that you contacted our company on [05/19/2023] regarding service and virus issues. During our conversation, our representative clearly explained that MicroPCService LLC is an independent provider of computer services and does not represent any specific third-party brand. We provided information about the services we offer, including the option to purchase additional computer protection coverage. At no point did we claim to be affiliated with any third-party brand or misrepresent ourselves.
  Regarding the charge of $149.99 on your credit card statement, we assure you that it accurately reflects the services you authorized and received from MicroPCService LLC. We have fulfilled our obligations by providing the agreed-upon computer protection services.
  We want to emphasize that MicroPCService LLC is committed to delivering excellent customer service and upholding the highest standards of professionalism and integrity. We have made every effort to address your concerns and have attempted to contact you multiple times since receiving notification from the Better Business Bureau (BBB) about your complaint. Unfortunately, we have not received any response or further communication from you to resolve the matter.
  We stand firmly behind the truthfulness of our business practices and firmly deny any misrepresentation or wrongdoing.MicroPCService LLC remains dedicated to ensuring customer satisfaction and providing **************************.
  Should you wish to discuss this matter further or provide any additional information, we encourage you to contact us directly at your earliest convenience. We value your feedback and are committed to resolving any outstanding issues.
  We trust that this response clarifies our position and addresses your concerns. We remain steadfast in our commitment to honesty, transparency, and exceptional service.
  Sincerely,
  MicroPCService LLC
  

  Customer response

  07/20/2023

   
  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

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2-24-2023 after an apparent virus shutdown my computer, I phoned my ************** and spoke to what I believed were Norton tech support, later learning they wre MicroPC support. This led me to believe they were authorized sub-contract tech support for ******. They diagnosed the problem and advised me to upgrade my ************** level for a two year contract fee of $499.99 if I wanted to prevent this in the future. I agreed and paid same on my credit card. I have had ************** for years and believed the information to be credible. I now realize I did not need this service level and request a full refund from ****************

  

  Business response

  04/17/2023

  Dear Valued Customer,
  
  We apologize for any inconvenience caused by the miscommunication during your recent support call with MicroPC.
  
  We take your concerns seriously and want to assure you that we have been trying to contact you in regards to your refund request. We have raised your request for a full refund with MicroPC and will ensure that it is processed as soon as possible.
  
  Thank you for bringing this to our attention, and please accept our apologies for any inconvenience caused.
  
  Sincerely,
  MIcroPC

  Customer response

  04/19/2023

   
  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,
  
  *****************;      Micro PC made a  full refund of my money, accompanied with an apology which I believe to be sincere.  Thank You for your hellp.  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 23, 2023 I thought I was calling McAfee to upgrade my service. I agreed to upgrade my McAfee protection would be upgraded and extended to 2 years from 1 year. I agreed to a charge of $149.99 to my credit card. However the charge went to MicroPCservice not to McAfee. ******************* went into my computer and made several updates. This company misrepresented themselves. They indicated they were part of McAfee. I will call my CC to have money refunded.it was a scam.

  Customer response

  01/24/2023

  Yes, I will be pursueing with my credit card company a refund.

   

  Thank You

  

  Business response

  02/06/2023

  Hello, It is important to note that any accusations of fraud or scam activities are serious matters and should not be made lightly. We would like to stress that we do not engage in any fraudulent activities and we provide legitimate, independent technical support services to customers. We have all the necessary documentation including the issue resolution confirmation, signed invoice and the credit card authorization form as evidence that the customer was satisfied with the service provided and agreed to the charges. The customer was aware of the service charge and refund policy, and authorized the charge to MicroPCService LLC. We stand by the legitimacy of our services and assure you that we do not engage in any fraudulent activities. We understand the customer's concerns regarding the recent charge and would like to address them in a prompt and professional manner. However, despite our best efforts, we have been unable to get in touch with the customer to resolve the issue. Our records indicate that we provided the customer with the requested services and received payment for the same. We have clear evidence of the customer's satisfaction, including the issue resolution confirmation, signed invoice, and credit card authorization form.
  We strongly deny any allegations of misrepresentation or scamming and would like to assure the customer that our company is legitimate and operates with integrity. We are always available to assist our customers and are committed to providing the best service possible. We would appreciate the opportunity to speak with the customer and resolve any misunderstandings.
  

  Customer response

  02/17/2023

   
  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.

  This as a result of their comittment to refund the full amount I had paid MicroPC, $149.99.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  called norton 24/7 support trouble reinstalling security they told me there was a problem with my computer but they had techs who can fix my computer for ***** that would include a year of tech support and an extra year of nortons security money back they connected me to tech for repair and gave me another number to call in the future for support ************ the tech number was accually ************ nam was ****** couldnt fix said would call back never did so i called ************ told them the issue and wanted a refund said they would look into it and would call me back in 15 min never did i called them again they said i would get refund in a couple of days case #np1139257173 and would receive an email didnt happen called back and said takes 3-5 days would be refunded by friday 1/20/23 and would receive an email within 24hours none happened

  Customer response

  01/24/2023

  i contacted you about case #******** about micro pc thank you for your quick response it worked 24 hrs later i have receive an email and just recieved a full refund i cant thank you enough for your help

  Sent from ************************* (*********************)

  
  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 21,2022 I thought I talked to Norton Antivuus I allowed them to go into my computer they acted like norton and updated my info like thwy were renewing my subscription to. ****** charged me ****** and now ****** is saying it wasn't them and they have no idea who this company is I want my money back this is a scam

  

  Business response

  01/18/2023

  We at understand that customers have the right to request refunds if they are not satisfied with the service they received. However, in this specific case, we would like to state that the customer received the service they requested and were satisfied with the outcome. Therefore, we kindly request that the customer does not refer to our company as a scam after receiving and being satisfied with the services provided. We assure you that our company is legitimate and we do not engage in any fraudulent activities. We are committed to providing our customers with the best service and would be willing to work with the customer to resolve any issues and ensure their satisfaction. We understand that customer satisfaction is of paramount importance to us, and we always strive to provide the best service to our customers. We would like to inform that we have already refunded the funds to the customer as per their request. We have already refunded the customer as per our 30 days refund policy. We apologize for any inconvenience and assure the best service to our customers. Thank You

*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. ↩