ComplaintsforGeeks On Site

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached memo in Uploaded documents detailing the entire situation. I contracted Geeks On Site they forced me to prepay for the services. Services were not provided computer problem still existed after the tech left. Also my phone was never accessed by the tech they charged separate fee of $69.00 for that service. I had to hire someone else to fix the computer.

  

  Business response

  06/23/2023

  Thank you for contacting us. We are sorry that you did not have a positive experience with Geeks on Site. Please note that your service charge has been refunded in full. Should you have any further questions, don't hesitate to contact us again.

   

  Best regards,

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dispute with Geeks-on-Site On or about Wednesday April 26, 2023, while working on my laptop, I was interrupted by a claim that my computer was locked due to the presence of a Trojan Spyware virus. Being an inexperienced and not well-trained user as well as being somewhat **** in retrospect, I called the phone number on the screen. The responding firm identified themselves as the ********* Support Team. I proceeded to speak with them and gave them access to my system. Upon their estimate of costs to prepare my system and remove the lock, I suspected a scam and ended the call. To my chagrin, I was advised by **************** that two (2) charges were made to my account. One for $699 from Cyber Tech Experts and a second for $599.99 from Paypal*Techacecomp 4029357733PA. I Immediately called AmEx to dispute these charges. **** advised that the $699 charge was reversed by the vendor and removed from my account. The $599.99 charge was being disputed and an investigation was opened. To date this dispute has not been resolved. On advise of AmEx, I will contact the vendor on Monday, May 8, 2023, to question the charge *************).I sought to find professional assistance with my problem. After ascertaining an A rating from the BBB, I engaged Geeks-On-Site to resolve my problem. They scheduled an on-site visit for the following Monday, May 1, 2023. I described in great detail the representation of the lock on my system, how it appeared, etc. and my communications with the hackers. Geeks-On-Site were confident they could help me resolve my issue.I continued communications with acquaintances and friends, some of whom were not only more computer literate but even IT professionals. They unfortunately were unable to resolve my issue despite lots of advice that didnt help. I did, however, on their advice, call ******* Fios Support (my internet provider) who made efforts to assist me. One part of said assistance was to install/sign up for their Digital Security Application for an extra $25/month. With this application they installed McAfee on my computer. I later found that my system already had ******. *******, despite a few days of effort and discussions with a dozen different offices and departments, were also not able to assist. I cancelled the ******* Digital Security Application from my account.I checked my computer periodically over the period of Thursday to Saturday and the lock remained in place. On Sunday I found the lock was no longer in place and I was able to access my computer and complete some of my work which was now seriously behind schedule. The Lock, however, returned on at least 6 more occasions including after Geeks-On-Site completed their service. If I disconnected from the internet, shut down my computer, unplugged in from its power source and let it sit for 4-6 hours, the lock would somehow remove itself and I could again work until it reappeared.While dealing with ******* and speaking with others, I postponed our Monday Geek-On-Site visit based upon continuing discussions with ******* and our concern (mine and my wifes) over a stranger coming to work in our home for, potentially a long period of time (estimated at 2-6 hours or as long as it takes). With my continuing problems however and after more communications with the BBB, including means to verify the service technician being sent to our home, I rescheduled to visit for 4-6:00 PM on Thursday, May 4, 2023. I paid $219 in advance of the call using my **** of America credit card.*************************, the Geeks-On-Site technician, arrived at the scheduled time and immediately began working on my computer. After 1 3/4 hours, he reported that he had removed the ransomware, checked, and installed updates and re-started the computer several times with no issues (see Invoice attached). At the time of departure the system appeared to be working although operating quite slowly.On Friday, May 5,2023, the Trojan Spyware reappeared and again caused a delay to my work. I called Geeks-On-Site and advised them of my continuing problem and was told despite their guarantee, that there was nothing they could do and that they had fulfilled their commitment to me. Employing the same technique described above, I returned to the computer a number of times until the lock was no longer in place (i.e., Saturday May 6, 2023 at approximately 2:00 PM ET). During ****** visit to service my system, I stayed with him the entire time and in a passing conversation, I asked how one prevents this from happening. He made no specific recommendation but spoke to commercially available software applications. When I asked if he had personally experienced these types of problems, he said no. I then asked what type of services he employed on his system. He told me he used Norton 360 and without a specific recommendation, that it had been successful for him. Late Saturday, May ******, I purchased and installed Norton 360 on my computer. As of Sunday, May 7, 2023, I have not experienced a lock of my system but am not certain it is the result of Norton 360 installation. Time will tell.Regarding my concerns over Geeks-On-Site I have filed a BBB compliant and have disputed their charge to by **** of America account.*********************** Sunday, May 7, 2023 at 4:00 PM ET

  

  Business response

  05/09/2023

  Thank you for taking the time to provide feedback about your recent experience with our business. We're sorry to hear that your experience was not up to your expectations, and we appreciate you bringing these concerns to our attention. According to our notes, the last interaction on May 5th was that you called in with a Windows Defender Security System alert. The agent asked you to restart your computer, which resolved the issue. We would have been happy to offer a refund had there continued to be an issue. Unfortunately, now that a dispute has been opened on the charge, we must await for the bank's decision before proceeding.

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with GOS one month ago to fix a computer issue. Was charged over $100. Technician claimed he couldnt help. Move on to current day they have set up a recurring $20 charge to my card for ongoing support. I called them to say I never authorized same. I asked them for proof of authorization. They could not provide any proof. Total scam business model. Please shut them down.

  

  Business response

  04/24/2023

  Thank you for bringing this to our attention, We're sorry to hear about your recent experience with our subscription service. We understand how frustrating it can be to receive unexpected charges, and we apologize for any inconvenience this may have caused you.
  We would like to assure you that the subscription charge you mentioned has been voided and refunded, and we appreciate your patience while we resolved this issue. If there is anything else we can do to make this right for you, please don't hesitate to reach out to our customer ********************** team.
  

  Customer response

  04/24/2023

   
  Complaint: 19972851
  
  I am rejecting this response because:  deceptive trade practices. How many other people who didnt sign up for this service are being charged monthly.  You have no record of me agreeing to the so called service, so whats stopping you from doing this same illegal activity to any number of other people. BBB is just the beginning of my current responses. 
  
  *********************

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan. 25 & 26, 2023. Geeks on site were called to get computer to work / no longer connected to internet and get my printer to work.Tech came took 1-1/2 hrs to figure out the Spectrum router was bad. I went to Spectrum and got equip.. Tech returned next day and got computer working, said no extra charge. Printer not working. I was charged over $300.00 which include the extra $50.00 for him to come back second day.This company is a rip off !

  

  Business response

  03/07/2023

  Thank you for reaching out to us. A refund has been provided as of February 28, 2023. Please let us know if there are any further concerns. 

   

   

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of service 1/06/2023 I contacted Geeks on Site to repair a missing WiFi band and secure a McAfee VPN that kept dropping out. The technician had a heavy accent and said he was from ******. He said my router was wired wrong and switched Ethernet wires from on output to the other. I immediately recognized a scam since my router has only 1 internet input and 4 outputs that have the same function. He then removed my entire McAfee paid antivirus software and said I don't need it. He never fixed the missing WiFi band and said I didn't need it. Prior to leaving he got a phone call and spoke in *******. He asked me to sign his invoice but I said I wanted to write a note that the repair was unacceptable. He said I had 5 days to have more repairs if needed. The following day I got numerous emails from ********* of suspicious activity from ****** ******. My *********** credit card was charged $230 which I am contesting. I got an email from the company the next day asking to rate the service. My reply was I did not pay $230 to have programs removed and reported to *********** to remove the charge. I called the service and got a return call after their 48 hours response expired and said I want an complete refund. They said they would refund the money but have now convinced *********** they should be paid. I am completely locked out of my computer because a password was changed. I cannot access any documents to prove my case. I will enclose screenshots. I need your help with recovering my money from ***********. I have reported this to all agencies. I have spoken to Staples and they are aware of this business. This is a scam and total theft of my identity. I tried to install ****** from my phone and that also got hacked prompting me to get another phone which I am also suspect of. My initials do appear on the invoice but they did not do what they were paid to do. The fee is now on a new *********** credit card that I will not activate until this issue is resolved.

  

  Business response

  02/23/2023

  
  Thank you for reaching out to us. We would be unable to provide a refund due to the fact another company helped the customer after our tech was onsite, therefore we cannot be responsible for the client not being able to access the computer over a month later. The credit card company did not honor the chargeback because sufficient evidence was provided in our favor that service was rendered.  

  Customer response

  02/27/2023

   
  Complaint: 19400
  I am rejecting this response because: once Geeks on Site removed the McAfee Security program, I was unable to reinstall the security because ****** blocked my ability to reinstall my paid subscription.  Geeks on Site were contracted by me to 1. Secure a missing WIFI band and 2. Secure the McAfee VPN that lost connectivity.  Geeks on Site did not complete the repairs I requested as evidenced by my email response to them the day following the repair.  Their claim that outside contractors assisted me in finding the missing WIfi band and installing the McAfee program is ABSOLUTE proof that Geeks on Site did not provide the service they were contracted to do. The work Geeks on Site attempted to do left my computer vulnerable to attacks as shows in their attachment (suspicious activity) and my email address as well as password was leaked on the dark web because they removed the McAfee security completely.  The leak occurred as a result of Geeks on Site technician removing my security completely because "I did not need it"   They are 100% responsible for my computer compromise.  The McAfee security did not remain stable and became completely useless.  By Geeks on Site own admission that I sought outside help in restoring my computers health, is proof that they did not perform the service I contracted and paid them to perform.  Had Geeks on Site repaired my computer as I requested, there would have been no need to seek outside help.  All of my personal information has been leaked and I refuse to pay for a service they did not provide.  My email to you the day after your service gave you immediate notice that you did not perform as contacted.  The fact that outside help assisted me has no relevance  in Geeks on Site claim. The inability of Geeks on Site to repair my computer is the reason outside help (in the form of tech support) was needed.  I am locked out of the computer and cannot turn off the faulty McAfee subscription.  I was forced to wipe clean and lose all of my files.  I will not pay for a service that was not provided.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 14,2022 , I contacted Geeks On Site for a printer problem. they charged me $149.00 for the service call {paid on December 14. 2022}.. The printer could not be repaired, so I ordered a new a new one For $ ****** installed. {paid on December 15. 2022} The fax was not installed properly and the tech returned and corrected the problem { 5 minutes}.Geek On Site charged me another $149.00 on December 24, 2022 for the warranty call. I made numerous calls but received no refund. so I wrote the a letter but still no response

  

  Business response

  01/17/2023

  Hello, 

  Thank you for reaching out to us. The initial visit for $149 was charged on 12/13. Then, the follow up visit to install the printer was charged on 12/14. This was $149 for the labor and $650 for the cost of the printer. There was no charge for the warranty visit on 12/23. I hope this clears up any confusion about the charges you received. If you have any further questions, please let us know.

  Customer response

  01/17/2023

   
  Complaint: 18823752
  
  I am rejecting this response because:SEE ATTACHED
  
  Sincerely,
  
  *************************

  

  Business response

  01/20/2023

  The customer's refund has been processed to the credit card on file. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I did some contract work on a laptop for you guys 11/2/2022 through Field nation and I am having trouble getting paid through the platform. It should have already been approved. I just did another job for you 11/11/2022, Will probably have a hard time getting paid for that work also. I just want my money that is owed to me.

  

  Business response

  11/29/2022

  Thank you for reaching out to us. Payment has been issued to *************** on November 14th. We apologize for the oversight due to an error in our system. If there are any further questions or concerns, please let us know. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Geeks on Site came to help with a laptop problem that was actually solved without their help, Because I was paying for an hour of time, I asked the tech to download some data from another laptop onto to an external hard drive. The next time I turned on the laptop, I was locked out and cannot open the computer to Windows, so I cannot use it. I tried tp have them take responsibility for the problem, but the company refused. Now I have a laptop that I cannot use. Rather than solving the problem, they made it worse. I should have at least received a refund. I must now pay another company correct the damage that Geeks on Site caused.

  

  Business response

  11/29/2022

  Hello, we apologize for the delay in the response. We have been working directly with the customer to provide a refund check which has been issued today, 11/29/2022. Please let us know if there are any other issues. 

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted an hour of service from GEEKSONSITE 888 360 (GO) on July 21, 2022. The invoice and calls are attached.Their technician missed the appointment window. I had read reviews online which largely amount to technicians being unable to resolve hardware-based problems, so I contacted GO to cancel the service. Despite the appointment window being missed, **(l?)ph (I believe) with GO told me that I would have extra fees for canceling if I did so on that day because the technician was "on the way" but that they could keep the hour in my account for future use and that I could call back another time so the cancelation request was not day-of. The rep informed me there would be a cancelation fee of $90, which means I should net a refund of roughly $49.I called back on 9/29/2022 to request a refund, upon which the representative told me in a very hostile way that someone would call back and that I could query no further about it. I called again today, 11/11/2022, which another rep said the same thing, that someone would call back.It has been several months. The technician missed the appointment. Services were never rendered. Upon my call again today, the representative told me I didn't even request a refund to begin with. *****, I'm assuming a manager, finally called me back today after I filed a claim with by bank and advised that, since it is now November, it's too late to refund, and that if I had only called October or sooner, they'd process it - but I did. I spoke with a rep in September who I suspect did not enter my refund request in what I can only assume was a plan toward this outcome.I want the aforementioned partial refund..Please do not contract services with GO. Read reddit discourse about them from employees who quit due to their shady practices, particularly for exploiting elderly folks who have minor issues like forgetting their passwords. You will only lose money that you could otherwise use to contract services from more reputable sources.

  

  Business response

  11/16/2022

  Thank you for reaching out to us with your concerns. Since the customer had cancelled while the tech was on his way to the appointment, we would normally charge a cancellation fee. We provided the option to either a refund minus the cancellation fee, or to waive the fee and keep the time on his account for another future appointment. The customer had originally decided to keep the time on the account. Two months later, the customer requested a refund. We will be honoring the request for a refund and have already informed the customer he will be receiving the money back to his credit card. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today, 10/18/2022, I have called ************** two times (2x) in an effort to cancel this subscription. First time the gentleman informed me that he would have to forward my request and someone will follow-up within 24 to 48 hours. Second time around 2PM EST, the individual **** was very helpful, assuring me that she would get my request to "*****" who is the only individual to handle cancellation. At 3:04PM EST ***** did call from **************, after questioning my election to cancel the service, extending an offer at 1/2 price, I reiterated several times that I did not want the service. Upon which ***** finally acknowledge my request and indicated that he would be sending me an email confirming the cancellation. It is now 8:05PM EST and I have still not received confirmation that the membership is cancelled. The fine print on the invoice clearly states that I can cancel at ANY TIME. Therefore this lack of compliance with a customer's request is clearly a strong arm tactic to make the customer incur unwanted charges. All I want is the service cancelled and confirmed cancellation before 10/24/2022 with no additional charges to my credit card.

*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. ↩