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:05/06/2024

  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.

  On March 8, 2024 Melissa REMOVEDfrom CNS Computer Network Services agreed to Download Windows 10 onto my hard drive and transfer everything from Windows 7 to the corresponding folders into Windows 10. Instead, I have NO ACCESS TO MY OWN DOCUMENTS ON MY COMPUTER (Please see attached picture). I have left several messages for her to call and fix this and have had no response. This is affecting EVERYTHING when trying to reconcile payments made with various Utilities because I can't access my own files! SHE NEEDS TO FIX WHAT SHE DID NOT FINISH. She also needs to disconnect herself from my computer and come to my house and finish the job! Attached is a picture showing no access to my own documents. SHE HAS ACCESS AND I DON'T!

  Business Response

  Date: 05/20/2024

  I was contacted by REMOVEDbecause her Windows 7 operating system was corrupt. I removed her hard drive and removed all of you her files and saved them to our server. I installed Windows 10 on her computer and paid out of my own pocked the license key fee. Once the new operating system was installed I moved all of her files to their appropriate files (I moved her desktop files, documents, download folder, pictures and videos to their respective folders) and confirmed they were moved to the appropriate folders. I then deleted all of her files from our server. She had an old version of Microsoft Office that was not compatible with Windows 10 so I installed Office 2019 on her computer, again paid for out of my own funds.

  REMOVEDhas access to all of her files and folders, I have spoken with her serval times and each time I tell her and show her were her files are. She is trying to use "Documents and Settings" which at one point there was access to, I had to update the permissions to resolve. On one voicemail she admitted she was trying to remove one drive again (it had already been removed) and lost access to her files. 

  As a company we use AnyDesk to remotely connect to customer computers. We do not install the program on their computer unless they approve the installation. I have only connected to her computer with her executing the program from her downloads folder or having her download the program again because she has deleted the program. I have asked her permission each time that I have needed to connect to her computer. 

  There is only one outstanding issue and that is the fact that she does not want OneDrive on her computer and only wants to use iCloud. That is something that is being worked on and I have apologized multiple times for the delay. 

  I agreed to help with her payment as she did not have the entire total at the time of completion. She wrote 3 checks and post dated 2 of them. I deposited the first check as she stated it was okay to do so. The second check was not deposited on the day she posted on the check but maybe 2 day later, she called and left a voicemail that we needed to deposit the check ASAP so we wouldn't cause her account to be overdrawn. The 3rd check I deposited one day after the date she wrote and she had remark about that. 

   

  Customer Answer

  Date: 05/31/2024

  I am rejecting this response because:   I contracted CNS to install operating system software on customer's computer. Backup and restore customer's data. The problem is that she has it backing up to my own computer instead of iCloud! I contacted CNS after a power outage that corrupted the software (Windows 7) on my computer. Melissa installed Windows 10 per our agreement and restored the data, but she did not have it backing up to iCloud - instead she has it backing up to my computer. I also do not have access to files on my own computer - message comes up Access Denied, which I showed her more than 3 times and she evidently does not know how to correct that. But backing up to my own computer is unacceptable. All I'm asking is for her to finish the job and have it backing up to iCloud where I have 50 gs. It does me no good whatsoever to have it backing up to my own computer, otherwise I will have the same problem if there is another outage.

  I am asking her to finish the job contracted for on 3/7/24. It is now 5/31/24.
  

  Customer Answer

  Date: 07/22/2024

  CNS has access to my computer, which I NEVER AUTHORIZED THEM TO BE ABLE TO ACCESS MY COMPUTER FROM THEIR HOME. Melissa changed things and named them strangely I thought, only to realize now that she fixed it so they could continue to access my computer! I may not know the terminology to express what they have done, but the long and the short of it is they still are accessing my computer and making changes. I CANNOT make changes to my own computer with the way they set it up and they know it.
  

  I find things changed when I login. I do not have access to areas I should have access to and that is the way Melissa set it up. There is no doubt in my mind that the person she says is her "father" is the one who continues to mess up my computer. When I talked to Melissa she has stated that her "mind is mush" and she'd need to talk to me later. She did this three different times without removing their access to my computer and at the same time making sure I don't have access to REMOVE THEM FROM MY COMPUTER. When I talked to her "father" he was very angry and unhelpful, that is why I believe he is the source of the problem and the reason my computer is messed up and the reason I don't have access to my own computer to fix her deliberate settings to prevent me from excluding them to my computer.

  I don't believe she bought Windows 10 for my computer as she said, I believe she used what she already had and put it on my computer as if I was another member of their internet group. THAT is why I can't make changes and that is how they continue to access my computer, even today (7-22-24)!
  

  After filing a complaint with the BBB it gets worse, as in retaliation on their part.

  I contacted you, the BBB, hoping that my experience would be a warning to others that CNS is not credible and they are definitely are not honest, nor good. This is the ONLY TIME I have had a bad experience and the ONLY time I've had to pay for computer help. In my opinion they need to refund every penny I gave them since I don't even have access to my own computer!

  I will consult an attorney at this point. Their continued harassment and access of my computer can be proven, and they will pay for it.
  

   

  Business Response

  Date: 07/25/2024

  I setup back up to iCloud after I spoke to Susan and she advised that she wanted her files backed-up to her 50Gbs iCloud account. I set up her computer to back-up files to iCloud and NOT OneDrive or her computer. If I recall I let her her know at files will be saved in 2 places, her computer and iCloud. I know that she has on her own between previous conversations to resolve the issue herself.

  I removed all instances of OneDrive only to speak to her again and find out she had somehow reinstalled OneDrive and back-ups were going there. 

  I do not have remote access to her computer, nor does anyone
  that works for CNS computers. I did have remote access per her approval and
  when she requested remote access be removed, I removed remoted access at that time and have
  not had access since that time.
  

  Regarding access to her files, I resolved that issue and
  explained to her what she needs to do to access those files and she has not
  followed those instructions. I advised her that the "Documents and
  Settings" folder was a folder associated with Windows 7 and I recommended
  that she use the Documents folder located within her user profile. 
  We as a business had to block her from calling because of
  her harassment and not allowing us to do what we need to do remotely. Neither
  the owner or I feel comfortable doing this work at her residence. 
  

  Unfortunately, I did not save the voicemails she's left that
  were aggressive and harassing in nature. 

  I downloaded and purchased a license for Windows 10 and Office 2019 and I've attached the invoices. 

  Customer Answer

  Date: 08/09/2024

  Melissa did have access to my computer and told me she could recognize it by the pictures I had selected. Since CNS sent that reply, which I believe came from her father and not Melissa, they have made other changes and I still do not have access to some of my files. He is not the one who set my system up, Melissa is. I asked her 3 different times to remove CNS from control of my system and showed her the "Access Not Allowed" and three times she said she didn't know how to fix it, the last time she said, "my mind is mush - let me get back to you about this." I responded that this was the third time I had asked her to fix it but it was obvious by her response that she did know how to fix it.

  Melissa is a nice person, so I reached out to her father and he was rude and refused to help. I know he is the one responding to my complaint but the fact remains that I STILL do not have access to my computer!

  I have had computers ever since they came out and have NEVER had trouble updating my computer. However, the electricity went off while on my computer and it messed up the software, and THAT is why I contacted CNS. It was decided that she would install Windows 10 instead of Windows 7 that was previously on my computer since it was an old program. I have taken steps to remove One Drive because it was awful. But the very fact that they are still accessing my computer now - which I believe is in retaliation to my complaint, is illegal and I can attach screenshot after screenshot and it still proves they have not given me, the Owner, full access and they still have access! I want them to stop it right now!

  I have also seen where they have accessed my bank information and they must stop or I will take legal action against them. Again, I do not believe Melissa is doing this, but the man she referred to as her father.