Avivo

Review: On 11/**/2014, I RECEIVED a telephone call from a gentleman from "LIVE TECH" - Company name: "AVIVO LLC" [redacted] stating that "due to a Windows Application that was installed in 2008, they were receiving warnings from this Windows Application of problems." I was informed that "there was no charge for this service" and that they reassured me that "they could resolve this problem." As the tech was evaluating the problelm, he related that "due to the number of errors and warnings that were found i.e. "greater than 500, he needed to connect me with a tech who handled more serious concerns." I was then transferred to a female representative, I believe she said her name was "[redacted]." [redacted] related that she was able to resolve the problem and proceeded to instruct me, on my computer, to reveal the areas involved. The "Problems" were: "1. More than 30K error and warning messages; 2. 40% application has been stopped; 3. CSRSS.EXE. detected; 4. SSL corrupted." Subsequently, the "warnings and errors" were repaired at time. I was advised by this female "to contact my bank and stop payment to ERACER Tech", that "they have not helped to protect my computer and they were not providing the service I paid for." (Of which I did lafter this conversation)

At this time, they offered their service plans i.e. 6 month - $269.99; 1 yr - $349.99; 3 yr - $449.99; $ yr - $599.99. They stated the plan included: '"E-mail support, Router support; Internet support; Computer support; Virus support; SSL Security support; Anti Hacking Security support Etc. and every month I would get a service call from their technician.....and if incase you will face any problelm out dedicate technician will there solve your problelm for free...no matter which problem your computer is facing...alright." (this was received in an e-mail as well). NO CONTRACTS WERE SIGNED. NO DOCUMENTATION DONE VIA COMPUTER ENTRY etc. and absolutely NO discussion or documentation given regarding their later statement that they had a "30 day policy for refunding."

I then chose the 1 yr plan and then received an e-mail dated Saturday 11/**/2014 "thanking me for my business and that I could down load my invoice INV-[redacted]." - of which I did. Again no mention of their 30 day refund policy. (I have a copy of these forms should you want them) NOTE: I never went on line to contact them and never "checked a box stating I have read their 30 day policy re refunding.

On 12/**/14, I had not yet received "the monthly service call" per their e-mail, so I called them at [redacted] to maintain the monthly service plan - I was then told that "I was on their list and that they were working on this list." A "computer check" was allegedly done at that time.

On 1/**/15, not hearing from them again for the "monthly service call" I called them again and again was told that "I was on their list etc and a check was allegedly done.

In February, I decided to wait to see if they would call, until 4 days before the end of the month. On 2/**/15 I again called and again was told that "I was on their list to call." During these 3 months, there were a couple of times I had concerns about my computer and spoke with [redacted] who referred me to various technicians who intervened.

After about 3 months, my computer became slow and with my concerns about their service, I decided, on 3/*/15, to call them and cancel their services and negotiate a refund on the balance of my 1 yr subscription. I spoke with [redacted], my service technician assigned, and he stated he "checked the record and stated [redacted] was the last tech I spoke with. I was then told, I believe by this [redacted], that "if I cancelled that he would have this cost taken out of his (salary)." (Note: During this intervention, I was told this 2 times by 2 different techs as I was being transferred around.) [redacted] then transfered me to [redacted] who stated "he would recheck regarding a refund compenstation and would call me back in 2 days."

2 days later, on 3/*/15, not receiving a return telephone call from [redacted] , I called [redacted] who proceeded to transfer me to an [redacted], who [redacted] stated was "Head of Accounting." This [redacted] stated that "their policy is no refund after 30 days" and "when I signed in to their business on line I checked a box noting I read and accepted their policy." I told [redacted] that "I never contacted them on line that THEY HAD CALLED ME and this apparent policy was NEVER discussed. [redacted] then agreed to $150.00 refund (from the $349.99 amount I paid for one year service). He stated that it "takes 24-48 hours to process the refund and 6-12 days to send out the refund."

On 3/**/15 (12 days later) since I had not received any communication nor the refund, I called and spoke to [redacted] again who stated "the refund has been debited and I should get the refund today or tomorrow (3/**/15).

On 3/**/15, nothing was received by communication nor a refund. I called [redacted] who transferred me to [redacted] who was "not in." I then respoke to [redacted] who then stated that "he checked the records and no action by [redacted] was done." [redacted] then assured that "I will receive a confirmation tomorrow, i.e. in 24 hours." I then confirmed my e-mail and telephone number with a verbal response from [redacted] confirming the information as requested by me., [redacted] again stated that he will have accounting send a confirmation in 24 hours.

At 12:55 pm I received a telephone call from a "private caller ([redacted] ,"in Accounting" stating that he would check with [redacted] in the Tech Dept. I told [redacted] that I had been previously speaking to an [redacted] in the Accounting Dept and was told that "[redacted] was the Head Accountant" and that [redacted] in Accounting was not available today. I was put on hold so [redacted] "could check with the Administrative Server to see if it was documented." [redacted] returned and stated he checked with Administrative Server ("[redacted] was not available") and found that the case "was handled by [redacted] and the Tech Dept."

I was then transferred to a [redacted] and "Main Boss" Head of Accounting. [redacted] began by stating again regarding the 30 day refund policy and that "they cannot credit it because the computer does not allow them to." I AGAIN reiterated that I was never told of this policy and that had I known, I would not have agreed with their services because it does not give a reasonable amount of time to experience their services and that I never called them, did not sign nor check a box agreeing to the policy. I then requested that they send me a copy of this documentaion they stated I had done etc. They never stated they had any of alleged documentation nor did they ever send them to me. [redacted] then stated "he needed to contact the main [redacted]." [redacted] then agreed to "a refund of $150.00 within 24 hours."

Later, this same day 3/**/15, I received a telephone call from [redacted] stating "since tomorrow is Saturday, he will send an e-mail to confirm our agreement (at MY INSISTANCE)) and will mail a Cashier's check made out to me with their business name on the check on Monday, 3/**/15. I agreed and again confirmed y e-mail address, telephone number and home address with a repeated verbal response from [redacted]. He then gave me his extension [redacted]. NOTE: [redacted] stated at this time that the previous people I had talked with had given "FALSE COMMITMENTS". He then tried to negotiate a refund of $100.00 but I told him $150.00 was agreed upon multiple times as a fair refund. At this time [redacted] then agreed and confirmed a refund of $150.00.

On 3/**/15, I received no confirmation e-mail as assured.

On 3/**/15I made a return telephone call to [redacted] and [redacted] answered. I requested to be transferred to [redacted] stated that this "is covered by [redacted] who was the [redacted]." He stated [redacted] was informed and is to credit the account and a Cashier's check to be sent. At this time, 4:45 Eastern Time (1:45 PT) [redacted] stated "he would call me back in 1/2 hour (5:15 ET). At 5:30 ET, I received no return telephone call to [redacted]. There was no response from this extension and "[redacted]" in Accounting stated "[redacted] was not available." I asked when [redacted] had left and was told he left "15 minutes ago" i.e. 5:15 ET. [redacted] then stated he would send me an e-mail re: refund agreement. I insisted that he send me the e-mail now while we are on the telephone. And again I confirmed my e-mail, telephone number and home address which [redacted] repeated 3 times back to me. At 5:36 ET I was placed on hold and an e-mail was sent to me. I confirmed this to [redacted] when he came back on the phone. The e-mail stated "This is to notify you that your request for the refund has been processed by the accounts department of LIVETECHONCALL, you will be receiving the cheque of $150.00 at your billing address in next 2-3 business days." "For any further clarification, you may feel free to get in touch with at [redacted]. " "Your responses will be highly marked and will be replied with 24 hrs from your email received." This e-mail was sent by [redacted]. I then "replied that I would apprise them when I received the check. I have these copies if you need them. To date, no further communication or check has been received.

I then contacted the Revdex.com.Desired Settlement: Desired outcome is

1. To get the $150.00 refund as agreed upon

2. For this business to be exposed for their "false commitments" and unprofessional and deceptive practices

Consumer

Response:

At this time, I have not been contacted by Avivo LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: BOUGHT COMP.SERVICE FOR 189.50 FROM AVIVO LLC. IN NEW YORK.ON OR AROUND 06/**/2015.MY COMPUTER WAS REMOTED BY NUMEROUS TECHS.I STARTED HAVING MAJOR PROBLEMS ON 08/**/2015 THRU 08/**/2015 DEALT MAINLY WITH [redacted],MOST OF MY ISSUES WERE WITH DISABLED PROGRAMS,SECURITY,AND NUMEROUS ISSUES.THEY KEPT TELLING ME THEY WERE FROM [redacted],WAS BILLED AS AVIVO.ON 06/**/2015 [redacted] SAID ALL PROBLEMS WERE RESOLVED,ON 08/**/2015 I HAD MALWARE THREAT SCAN WINDOWS 10 WAS ADDED.ON 08/**/2015 THEY SAID IT WAS REMOVED IT.WAS NOT.I WAS RUNNING WINDOWS 8.1 NOW IT IS WINDOWS 10.A LONG LIST OF PROBLEMS DISABLED.THEY WANTED MORE MONEY 2 ADD A PROGRAM CALLED HIPPO,WHEN IT WAS BROUGHT UP IT SAID FREE ADDITION.THEY SAID MY PROBLEMS WERE NORTON SECURITY.NORTON SHOWING FILES AT RISK.NOTHING WAS RUNNING RIGHT AFTER I SAID NO MORE MONEY.A TECH.BY THE NAME OF KEVIN SAID HE WOULD CALL ME ON 08[redacted]/2015.THIS COMPANY HAS CALLED ME,IT WAS BRIAN MOST OF THE TIME.ON 08/**/2015 THE TECH TRIED 2 TELL ME IT WAS A OLD COMPUTER,ANOTHER TECH.SAID IT WAS 7 MONTHES OLD.WHICH WAS TRUE.ON 08/**/2015 COMP.BECAME UNUSABLE.THEY WORKED ON IT AND I HAD 144 UPDATES,PHOTO/PHP?BID.I TRIED CALLING ON08/**/2015 NO ANSWER,THEY DID FINALLY CALL ME BACK ON 08/**/2015 JACK M[redacted] SAID HE WOULD FIX THINGS THAT KEVIN DID NOT FIX.THESE THINGS WERE NEVER FIXED.ON 08/**/2015 DID A SYSTEM RESTORE.IT STILL DID NOT WORK RIGHT,ON 08/**/2015 CONTROL PANEL PROGRAMS ON COMPATIBLY DID NOT RUN CORRECTLY,THEY WANTED TO DISABLE MY NORTON SECURITY AND USE THEIR PROGRAM CALLED HIPPO FOR MORE MONEY WHEN HE BROUGHT THE HIPPO UP IT SAID IT WAS A FREE APP.THEY KEPT TELLING ME IT WAS NORTON THAT WAS CAUSING MY PROBLEMS.A LOT OF MY NORTON SECURITY WAS BLOCKED.THE PROGRAMS THEY INSTALLED CAME BACK EMPTY.ON 08/**/2015 ERROR OCCURED PROCEEDING RUN ERROR.Desired Settlement: MONEY I PAID FOR THIS SERVICE IN THE AMOUNT OF $189.50

Consumer

Response:

At this time, I have not been contacted by Avivo LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I purchased a 5 yr service warranty on 6/**/15 per conversation with a [redacted]. This included lifetime software updates, printer support, dedicated technician. I paid $401.99 for this service.

I have used them twice since. They replaced my Norton Utilities with a anti-virus product called Webroot Secure-Anywhere because they said "this is the one we use on our servers." The anti-virus stopped working because my subscription expired. And I tried again day before yesterday to reach them for service. All I could get was a recorded message that all of our operators are busy, and to leave my name, number and problem and someone would get back to me. Well, surprise, surprise NO CALL BACK. So I tried again yesterday morning a couple of times -- same response. I waited until after lunch and called back every hour; still NO CALL BACK. Well I was going to leave them a message this morning to the effect of if I didn't get a call back within the next hour, I was going to explore other options. Well, now the phone # doesn't work.Desired Settlement: I would like a refund of $300.00. Since I used them twice successfully, I can't ask for the entire amount back.

Consumer

Response:

At this time, I have not been contacted by Avivo LLC regarding complaint ID [redacted].Sincerely,[redacted]

I Have had a couple of reviews done by Avivo LLC and the 1st time Ihad a lot of junk that needed to be cleared. that opened up my computer and caused it to respond faster. So far I am a pleased customer.

Review: I received a phone call from a representative that insinuated he was from [redacted] and that they had received error messages from my computer that I had errors. I did have one pop up that indicated something was not working. This individual ([redacted]) entered my computer and showed me all the error messages and offered to correct for 150.00. When I declined and discontinued the call I found that I could no longer get on the internet. I did have an internet connection on my other computer so that was not the problem. I called the company back and was told that I could not get a connection because of the error messages. I told him that it was a HUGE coincidence that I was not having a problem before he entered my machine but I was having a problem after he was finished. He offered to let me talk to the technical support personnel at the original charge of 150.00. He continued to tell me that my inability to get to a web page were the "error" issues or I wasn't getting a connection and to contact my internet provider. I told him I would report him to the Revdex.com. Hung upDesired Settlement: I will now take my computer to a reputable tech and find out what they did. I want to be refunded the amount that it takes to fix my computer.

Consumer

Response:

I have taken my computer to an legitimate computer tech and, to be fair to Avivo LLC, he could find no definite indication that they had anything to do with the problems with my computer. I still believe that if a company is going to insinuate they are from [redacted], they access your computer, and then your computer no longer works, they should be prepared to correct the problem at no cost to you. They should also make it very clear UP FRONT that this is a sales call. I was told by the legit computer tech that [redacted] will NEVER contact you directly.At this time I have not heard from Avivo to resolve my complaint and I suppose it is not necessary now.

Sincerely,

Review: DID NOT WORK RUINED MY LAPTOP NO REFUND.CALLED 20 OR MORE TIMES.KEPT HANGING UP ON ME..

PROBLEM WITH DATA ON MY LAPTOP COMPLETELY WENT DOWN AFTER INSTALLED AND THEY WOULD NOT HELP ME TO GET IT BACK UP AND RUNNING COMPLETELY IGNORED ME AND MY PHONE CALLS KEPT HANGING UP ON ME..,SAMEE,[redacted] WAS MY SALES REP,EMP-CODE [redacted]PHONE NUMBER-###-###-####,SUPPORT[redacted],COMPANY..LIVE TEC ON CALL,[redacted],SERVICES FOR 3 MONTHS..SOFTWARE FOR A LIFETIME.SSL-UPDATE FOR LIFETIME..$205.00 PAID WITH MY CREDIT CARD..DEC.*,2014,WHEN THEY FINALLY ANSWER MY LAST PHONE CALL THEY SAID MY REFUND WOULD BE GIVEN ITS BEEN 3 WKS AND HAVE NOT SEEN IT ON MY CREDIT CARD..THEY ARE REALLY HARD TO UNDERSTAND AND TO TALK TO..THEY HAVE SO MANY OTHER PEOPLE TALKING IN THE BACK GROUND..HAD TO TAKE MY LAPTOP IN TO A CURRENT PLACE IN TOWN THAT FIXES COMPUTERS..Desired Settlement: REFUND TO MY CREDIT CARD OF 205.00 DOLLARS..

Consumer

Response:

At this time, I have not been contacted by Avivo LLC regarding complaint ID [redacted].Sincerely,[redacted]