ComplaintsforKeith Stone Computers

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my computer to ***** for diagnostics on Friday,9/27/24. ***** calls me today, Sunday, 9/29/24, to tell me my computer cost $140 and I can pick it up on Monday, 9/30/24 around 10:40 AM. He told me the work was completed. Then, I asked ***** what was wrong with the PC. He says he reinstalled the operating system and he backed up my hard drive. I asked him why he did not call me to tell me the diagnostic results. He gave no answer to that question. He started reading something he says was on the contract. But my copy does not read like his copy. ***** took it upon himself to get a backup my PC's data. What was the purpose of him getting a copy of my data? Why does he think I want him or his staff to have a copy of my data? ***** could have reinstalled the OS, without getting a copy of my data. ***** had no reason to not follow his own check in sheet. ***** even verbally told me he would call with the diagnostics results, when I offered to pay his diagnostic fee up front. I have worked in computers for many years, I worked installing and reinstalling software on computers and servers. For the past 9 years, including 2024, I worked for a major hospital system, in Toledo. I have worked for several major companies as a developer and as an analyst. I know how to install software on a computer. This not the first computer ***** repaired for me. I even had my son to take his computer there and told others about his PC repair shop. ***** must not be getting the business or something. But what he is trying to do is unethical and does not adhere to his contract. Yes, he still has my computer and the backup of my data. I only owe ***** ***** $20 for diagnostics. Not the $140 he claims I owe. I want the backup and all copies of my personal information destroyed. I do not want him having a backup of my data. I also need my computer and the charger back. See attachments: *****'s Check-In-Sheet he gave me and the time he called me.

  Business response

  10/04/2024

  Customer is wishy washy. She told you data is not important, when she clearly told me it was. I never had her data, she did on her system after the repair. The operating system was very corrupted and had to be externally installed due to the level of windows corruption. A simple internal reinstall was not an option. I would have told the customer that is she didn't hang up on me. She could have stated she was just using me for the diag and she'll do her own work. She didn't mention that. Customer seems very flighty with no reason. People bring me their systems to be repaired, she said data was needed, as it's on her copy of the check in sheet. I will low level the drive deleting the last copy of her data and working operating system. She can pick it up any time Monday October 7th. I will have it ready then. I never had or looked at any data. Customer needs counseling to get her outbursts under control. Talking to another person with decency is preferred. I spent several hours on her system with no respect from her. If she's a so called tech professional, then why didn't she diag and fix it herself? I wonder.

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  10/4/2024
  To: ***** *****   
  ***** ***** with ***** ***** Computers is being very dishonest, con-artist.
  The only task ***** had my permission to do to my PC was diagnostics.   He accurately stated in the Problem description that I told him “all data wanted”, that is in writing, please read *****’s “CHECK in SHEET”.  See attachment.
  The issue is ***** did not call me to give me the results of his diagnostics.  Instead, ***** spent hours doing unauthorized work, then he called me to tell me I owe him $140.
  I realize times might be rough for him financially.
  His shop appears to be half the size as it has been the last time I was there.   ***** is the one that needs counseling, as to how to make money and keep his business viable in this economy.  Ripping off his customers is not the way to maintain a business.   Completing unauthorized work is not the way to keep his business.
  
    Problem description :  It states “was bsod now it trys and fails repairing 4410 all data wanted with charger”
   His written terms of service: please note the real issue here:
  “Diagnostics can take 1 to 3 days and customer will then be called.” 
  
  Now he is taking upon himself to perform more unauthorized work: delete my data.  
  
  Sincerely,
  
  ***** *****

  Business response

  10/11/2024

  What are you still complaining about now person that need hospital help? You said you wanted it back. You said you only want to use me for the diag and you are going to do the work. I told you it was ready for pickup on Monday of this week, yet you decide to complain even further with your BS. IT is ready for pickup - you only owe the diag of 20.00, please bring cash, I don't trust you.

  Customer response

  10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  ***** finally, today, agreed to accept the $20 for the diagnostics work he completed, according to the contract.  But in his response today, he wants me to give him cash, because he doesn't trust me.

  I will give him cash only if we meet at the BBB location, he give me a receipt for the $20 cash, paid in full,  and he give me my laptop once he receives the cash.  This is how I want this complaint finalized.

  If ***** would be more  honest and follow his own contract, these types of problems can be avoided.

  BTW.  I took my PC in for diagnostics.  If ***** had contacted me with the results, I would have asked for his opinion on root cause. 

  If he had said hardware failure, I would have just got another computer and paid the diagnostics fee.  If his opinion was a virus caused my problem I would have said reinstall the OS.  Sure I could have reinstalled the OS. I never expected him take a backup of my data.  

  Although, I just purchased a brand new laptop this past week,  I want my laptop back.  

  I don't want to have anymore discussion or contact with *****. 

  His responses is are concerning.  We need to meet at a neutral place for this exchange.

  Sincerely,
  
  ***** *****

*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. ↩