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:05/01/2025

  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.

  On March 13/2025 I purchased a new NETGEAR router while trying to hook it up I ran into a problem and this phone number popped up for tech support. So I called to get help. ******** answered to help me. She told me that after 2024 that I needed to add some protection to my computer. That my files were corrupted and they could fix that. So I downloaded some app on my phone and she would take it from there. Said it would take about 25min. And someone else would call me back. Then I talked to **** and he was working on it. When I was about done I was trying to read the contract and couldn,t get to it somehow he said just sign it thats what you need to do at this point. ******** told me that I would have a lifetime of protection for $350.00. I ask her if they put something on the computer to protect me from these type of things, she said yes. Well then I was having some computer issues and had to take it to a computer shop to get it repaired. So I ask the tech that was working on my computer about having this done by Home to smart LLC. He told me that they did not put anything on my computer to protect me in any way. I am a senior citizen and depended on these people to help me out not knowing much about computer software. These people took advantage of me and lied about what they told me they were going to do for me. Hopefully they will refund my $350.00 and be honest to others.

  Business Response

  Date: 05/02/2025

  Disputed Amount: $350.00
  
  Desired Settlement:Refund
   Action : Refund issued 

  Customer Answer

  Date: 05/05/2025

   
  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:02/20/2025

  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.

  Used an app claiming to be Netgear and got an error message to call a number, and a tech said I had a cybersecurity problem and it would cost $100 and take about 25 minutes and then specified I had to use a Discover card not my Amex Express. so I paid them and was told a tech would call me back in 20 minutes or less but did not call back for a hour and half but by then, I found out it was a scam and was not officially a ******* employee and was able to get the router up and running I am concerned because I let them use team viewer to access my phone as well

  Business Response

  Date: 03/14/2025

  According to customer the Desired Settlement is refund , But as checked the customer was never charged the amount and payment was voided as the customer was not available for the services . If customer is saying his card was charged please share the account statement in which the charge is showing from Home to Smart Home . 

  Thanks and Regards 

   

  
  

• Initial Complaint

  Date:12/19/2024

  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.

  On December 13, 2024, I was endeavoring to install in my home a new internet wireless router, a Netgear Nighthawk router which I purchased on **********. On my cell phone I had downloaded Home to Smart ********'s (Home) application, called "Nighthawk Setup App," to help me set up the new router. (I have subsequently learned from ******* that Home is in no way affiliated with or approved by *******.) The Home app purported to run about 75% through the installation process and then stopped, generating an error message saying that I needed to call Home for tech support, which I did. The tech support person introduced herself as ********* ****** who said that Home "works with" Netgear to support Nighthawk router setups. She then told me that the setup problem was that my internet connection was insecure and that to cure the problem I needed to buy a router network protection package from Home, which I did. Home then completed partially setting up the router for me (though it did not work with my wireless printer). I subsequently learned that no "network protection package" was ever actually installed. The whole thing is a scam. I want a full refund. I subsequently contacted ******* directly which helped me finish setting up the router.

  Business Response

  Date: 01/16/2025

  Desired Settlement:
  Refund
  
  Resolution: Refunded issued dated 12 jan 2025 
  
  

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, after far too much delay by the business, find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/05/2024

  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.

  June 4 ***************************************** the mail.I proceeded to install it.i was directed to home to smart home for software to install it.I was told by a employee of sade ******* that by law I was required to install a firewall,300.00 dollars for a lifetime,or the router was unuseable.*** said that they would call me back after the installation was completed . I WAS SURE .'AT THIS POINT I JUST GOT SCAMMED.i tried to get back to the *******. voice mail mailbox.i got every phone number'email'address for the ******* ***************** ************** ************. I checked with my band replaced my card and although the charge was pending it was payed,Neatgear is complicit and will do nothing to assist or fix this scam. I have been asured by home to home that my money would be refunded. ************** but when I realized that I had not identified myself at all.I back called back and after pointing same out he hung up on me and I can no longer get them on the phone.

  Business Response

  Date: 06/18/2024

  Desired Settlement: Refund 
  
  Action refund already issued on 6/4/2024 and confirmation email had been sent to the customer as well .
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  We purchased netgear router and when installing we were directed to smart home for installation. After installation the computer slowed down and barely functioned. After 3 tries with tech support, nothing was resolved. On Monday March 4th checked with a local tech guy and he told me I had been scammed. Called tech support back and requested the money refunded. They shut down the entire system. Have tried to also contact netgear with no success. Will return the netgear product and will never buy from them again.

  Business Response

  Date: 03/15/2024

  Desired Settlement: Refund
  ************* issued 

• Initial Complaint

  Date:02/27/2024

  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.

  I was attempting to connect my new Netgear router to my HP wifi printer and was having some difficulty doing so. I went on line to access HP Smart. Information popped up with a toll free number for me to call for assistance. Someone named ***** got on the line. Requested access to my computer. I reluctantly agreed thinking this was a legitimate conversation. He told me that my new router did not have a firewall and that due to my age (71) he could sell me lifetime security for $200. Believing that I was talking to someone at HP Smart I gave him my credit card info. After that I asked him to help me connect the router to the printer and he said he couldn't do that. So, I clicked on another link and got someone who also access my laptop and informed me that all of my security had been disabled and I had been hacked. I did receive a receipt by email showing Home to Smart Home as the company. That was when I knew something was wrong because he didn't identify himself as being employed by that company. I promptly shut down my laptop and took it to Best Buy the next day. They confirmed that I was hacked. They added additional security and did some other things at the same time. I tried to do a chargeback through Truliant FCU. They will not help me. I have tried to call them. I get a recording that the call cannot go through. I tried to contact their tech support on line. My laptop locked up. I was concerned it might happen again. I shut down laptop immediately. I don't know what to do. Hope you can help me. Thanks.

  Customer Answer

  Date: 02/27/2024

  I don't have the capability to upload documents, however, I can provide additional information:

  Date problem occurred - 12/18/23

  Date Complained - unable to contact company - phone#************ not working. Recording says "call did not go through. Try again later."  Attempted to email on their support link.  My laptop locked up.  Had to shut it down.  Fearful that they were trying to hack my laptop.   Filed dispute with Truliant FCU. Receiving no assistance from bank.

  Purchase Date - 12/18/23

  Transaction ID#/Order# **********/Auth Code 654709

  Product/Service - Firewall for router 

   Purchase Price - $200.00 for lifetime service

   Salesperson-David 

  Product/service - supposed to assist me in connecting router to printer, which he refused after he got my credit card number.  

  Business Response

  Date: 02/29/2024

  Desired Settlement:Refund
  *************** issued 
  Turnaround time : 2- 3 business days 

  Customer Answer

  Date: 03/04/2024

  Home to Smart Home has issued a refund of $200.00 back to my Truliant credit card account today.  Thank you for your assistance is resolving this issue.  

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

  Customer Answer

  Date: 03/12/2024

  In reply to your letter indicating that since you had not had a reply from me the case is considered closed.  I did reply back to you on March 4, 2024 letting you know that Home to Smart Home has issued a refund to me in the amount of $200.00. My reply is in the history of the communications. So, the case should be closed. But, I felt the need to point out that out to you.

  Thank you for your assistance in resolving this issue.

  Sincerely,

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

• Initial Complaint

  Date:02/16/2024

  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.

  I purchased a new router and modem. I needed tech support to set it up. While talking to Netgear support, we got to a point when they said the firewall I had installed was conflicting with the firewall provided with the router and all I needed to do was purchase the Home to Smart Home to solve this problem so I could continue to set up the router. I was transferred away from Netgear help support to another number used by Home to Smart Home where they gave me the option to purchase membership for 1 year for $150, 2 years for $250 or lifetime for $300. I purchased the $300 membership. They also said that the firewall was made mandatory by the US Goverment as of July 23, 2023. I wasn't comfortable with the whole situation because they said they had to access my Smart Phone. I granted it, but while I was entering my credit card info, they were watching. After that, they continued to help set up the router. During the final setup, they asked me to use my laptop to make sure I could access other apps on it. After I hung up from the phone; I went online to research Home to Smart Home and found the Better Business Bureau complaints against this company. Most of the complaints were the same as I had just experienced so I called the credit card company, the $300 dollar payment was pending. I filed a dispute and closed my card number. Then changed my passwords to my computer, my phone, the credit card and the router.

  Business Response

  Date: 02/17/2024

  Customer mentioned Desired Settlement: Billing Adjustment
  Not able to pull records of the purchase with the information provided please provide additional information about the purchase 
  

• Initial Complaint

  Date:02/14/2024

  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.

  My home internet had a line problem and after it was fixed, I was not able to reconnect with my ******* router. On February 9th, ****, i called *************** or what I thought was ***************s to assist to get connected. I was told there was a security issue and in order to resolve I needed to purchase protection and then they would need to do some cleanup. There were 3 options. I took the smallest option with a cost of $150 which was for 2 years. . I was told it would work even if I bought a new ******* router. I paid via credit card and never was able to connect to that router. I was on the phone with them for a couple of hours trying different things and just couldnt get it to connect. Decided not to continue with ******* after this and went out and bought a new different brand of router that wasn't a ******* and was able to connect. I dont think I actually need this and now that I dont have my *******, I do not need this so would like a refund. When I went back to connect, there is no information on how to connect back with them.

  Business Response

  Date: 02/15/2024

  Desired Settlement: Refund
  Resolution : Refund issued 
  
  
  
  

• Initial Complaint

  Date:01/21/2024

  Type:Sales and Advertising 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.

  I had an issue with my netgear mesh system and thought I had called Netgear for support but somehow it went to this business. The person on the call gave pricing options and the lifetime option seemed best in the long run so I signed up and paid using my credit card. I still thought I was dealing with Netgear support team but later realized it was another company, Do not know how I got them on the line. I was told I had a firmware issue and it will be resolved Online they asked me to do a docusign, which I did but could not see the details because I could not download. I feel this is misleading and the person on the call should have said before that this was not a company owned or subsidiary of Netgear.

  Business Response

  Date: 01/22/2024

  Desired  Settlement Refund 
  
  Refund already issued dated Jan 21st  will be in customer account in next 2 3 business days 

  Customer Answer

  Date: 01/22/2024

   
  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:12/28/2023

  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.

  I was having trouble connecting to my HP Printer. On line I contacted HP tech support to resolve my problem.I thought I was dealing with a HP Tech who said I had too many devices connected to my Netgear Router. He said he would eliminate the excess connections and said I should consider a protection package. It had a three price points, $100 for 1 year, $200 for three years and $300 for lifetime.I said I would do the 3 year but he talked me into the lifetime saying I would never need any other security programs on any of my devices for a lifetime!I was able to print a test page on my printer but it would still not connect to my computer after that day.I talked with the tech representative on Dec 18, 2023. Order ID **********.Until I downloaded the agreement I still believed I was dealing with HP Tech Service.There was no security software loaded on my devices. After reading the other complaints the tactics are all to similar. Home to Smarthome LLC scams vulnerable elderly computer novices.

  Business Response

  Date: 12/29/2023

  Desired Settlement: Refund
  *************** issued 
  Time : 2 3 business days 

  Customer Answer

  Date: 12/29/2023

   
  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 am just waiting for the refund to post back to my credit card.
  
  Sincerely,
  
  ***************************