Best Tech 247, Inc.

Hi,
The complainents daughter contacted us after searching for our phone number on the internet and not by calling the number displayed on the screen as mentioned by the complainent
The message that she was getting on the screen was infact due to a malware infection on the computer which was
routing the user to fishing websites and showing all sorts of advertisements and was advising to purchase various softwares in order to get the computer fixedUpon diagnosing the computer we found out that the user was accessing certain websites which install adwares or malwares on the computer and cause damage to the computer
The complainant spoke to our customer service team and was told that we would be issuing a FULL REFUND towards her account and was also told that it wouid take to business days for the refund to show up
We have already cancelled the above mentioned transaction and the same amount should reflect in their account within to business daysIn case they need any further clarification they can call our billing department and discuss this further
Regards,
Best Tech

Hi,After checking the customer complaint and all or call and session logs we would like to inform you that the above mentioned customer has never contacted us for any issues related to her computer and may have been mislead into believing that she was talking to *** or Best Tech 247.The
customer has mentioned that the payment was made to some company named *** *** located in ChinaWe would like to advice the customer to dispute this charge with her bank in case she needs her money backWe at Best Tech would not be able to provide any assistance to the customer in getting her money back since the payment was never made to us and the customer never spoke to us for any issues related to her computerHowever, if the customer needs any assistance in finding the correct information about the company to whom she made the payment, she can definitely contact us at our toll free number ###-###-#### (extension ***)Also we would live to advice her to check the authenticity of a company before making any payments in future in order to avoid such problems.We would request the customer and Revdex.com both to take this complaint down.In case any further clarification is required, the customer can reach us on our toll free number ###-###-#### and ask for Jeff B*** at Extension ***.Regards,Best Tech Team

As informed earlier, we wont be able to process any refund for the customer as per our refund policy Also, the customer did contact us multiple times and the contract the he purchased was not a multi year contract, rather it was a three month contractHe can cross check it with the email that he received from our payment processor at the time he made the payment

Revdex.com:
A complete refund has been received with the help of the bank's fraud alert system in reference to complaint ID ***, and I find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We are not too sure what pop up message the complainant is
referring toWe were contacted by her parents on our toll free number which
can easily be obtained after performing a *** or *** search for
Computer SupportOnce we were contacted by the Customer, they told us that
there was a message on their computer stating that their computer was infected
We took a remote access to their computer after taking their consent and by the
time we had the remote access to their computer there was no pop up message,
rather when we performed a scan on their computer we discovered that their
computer was infected by virus/Trojan.Moreover, the charge
to customer’s credit card was cancelled upon receiving a call from their Daughter
(Complainant) and the money was never taken from their accountThe complainant
can contact the bank to verify that
Regards,
Best Tech

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved becaus[Your Answer Here] The response from the business is not accurateFirst I only had one contact and did not receive additional "services" as suggested by the business; second, my agreement was for a multi-year service (hence the high cost) and so there was no question of it having expired in as the business statesThat said, there is ample scope for a refund and I request a further attempt by the Revdex.com to persuade the business to make one to me. Thank you for your assistance. *** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hi,The customer contacted us regarding the issue with his computer and not the other way aroundHis services with our company had expired and that is when he was informed to renew the services to which he agreed originallyMoreover, the charge was never processed from our side as we were unable to
speak to the customer in order to process the chargeAt this point we do not owe anything to this customer and all his services stand cancelled with our company. In case customer still needs any assistance or clarification, he can contact us on our toll free numbers

Revdex.com:
A complete refund has been received with the help of the bank's fraud alert system in reference to complaint ID ***, and I find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The customer contacted us regarding issues with his Webroot Anti Virus which was not working at the time of callOur technician ran aninitial scan on the computer where he discovered Virus and Trojan Infections on his computer which was also being shared on other devices that were on the Same
Network at his houseAt the time of initial contact, customer’s webroot antivirus was showing a status of subscription being expired and was asking the customer to renew itThis was also the reason he was looking for help in renewing Webroot subscription (mentioned by the customer in his complaint as well). *** advised the customer that we need to remove the infections from the computer which were not being removed by Webroot as it was not actively protecting the computer and once the infections are removed we would assist him in renewing the subscriptionDue to the active infections on the computer, some of the registry files of the computer were corrupted which were causing problems with the computer getting connected to Webroot server and was giving Virus Pop Ups on the computer advising the customer to purchase fake softwares Once our technical department completed the work on the computer, they asked the customer to check the computer which the customer did and confirmed that he was no longer getting those fake ads and pop ups, after which he gave us a work confirmation email which was his authorization to charge the payment for the services Customer was made aware of Best Tech being a 3rd party independent support provider at the time of making the payment and also at the time of taking the payment authorizationHowever the customer was still under the impression that he was talking to Webroot and we were not aware about this factWhen customer’s son called us on his behalf asking for a refund, that is when we got to know that he was under the impression of us being Webroot We would like to inform the *** *** *** *** and Revdex.com that we never charged the customer upfront for our servicesWhen we process the payment it gets blocked from customer’s card but it doesn’t reachto us until we claim that from our payment processor Since the customer was not happy with the services with our company the payment was never claimedIn such cases the payment automatically gets refunded by the payment processor to the customer within to working days. Since in this case the customer was not satisfied with the services, the payment was never charged and same was told to his Son (***).We would like to extend our apology to the customer for any kind of misunderstanding on this issue

We are not too sure what pop up message the complainant is
referring toWe were contacted by her parents on our toll free number which
can easily be obtained after performing a *** or *** search for
Computer SupportOnce we were contacted by the Customer, they told us that
there was a message on their computer stating that their computer was infected
We took a remote access to their computer after taking their consent and by the
time we had the remote access to their computer there was no pop up message,
rather when we performed a scan on their computer we discovered that their
computer was infected by virus/Trojan.Moreover, the charge
to customer’s credit card was cancelled upon receiving a call from their Daughter
(Complainant) and the money was never taken from their accountThe complainant
can contact the bank to verify that. Regards,Best Tech

Hi, The customer contacted our support services in the month of July and got work done on his computerHe purchased a support plan for his computer and was provided with assistance during his support plan whenever he contacted us.The support plan duration of the customer has already
expired and as per our refund policy we can issue a refund within days of initial subscriptionIn this case, since the customer's support plan has already expired, we shall not issue any refund to this customer. Regards, Best Tech

Hi,
The complainents daughter contacted us after searching for our phone number on the internet and not by calling the number displayed on the screen as mentioned by the complainent
The message that she was getting on the screen was infact due to a malware infection on the computer which was
routing the user to fishing websites and showing all sorts of advertisements and was advising to purchase various softwares in order to get the computer fixedUpon diagnosing the computer we found out that the user was accessing certain websites which install adwares or malwares on the computer and cause damage to the computer
The complainant spoke to our customer service team and was told that we would be issuing a FULL REFUND towards her account and was also told that it wouid take to business days for the refund to show up
We have already cancelled the above mentioned transaction and the same amount should reflect in their account within to business daysIn case they need any further clarification they can call our billing department and discuss this further
Regards,
Best Tech

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[The response received by Best Tech is untruthful and completely inaccurate for the reasons below:1) The company claims no phone call was made to me "on their end" I received, and still have, the following voicemail dated Aug ***, at 3:41pm est: " Hi *** ***, this is JennyI am calling you from the AOL support company, your case ID ***If you remember you contacted us in the month of JanuaryYour email and your computer was hackedYou paid us money and we installed the securities on your computerFrom the last couple of days we are getting some block on the securities so whenever you get back to this voice message please call us back on ###-###-#### or ***You need to call back and ask for my name Jenny or my extension …..this is a security issue so we are calling youDo call us back as soon as possible and do ask for my name JennyThank you and have a blessed day" When returning the call to the 800# provided, representatives do not initially identify the name of the company when answering However when asked they confirm "this is Best Tech 247" This confirms a call was made from Best Tech 247.2) Other cold callers and scammers remotely accessing my computer is invalid because the phone call was received from Jenny, not any other company or representative When returning her call to the 800# above, which has now been identified as Best Tech 247's 800#, and requesting the extension number provided in the same voicemail, Jenny answered Therefore Jenny is reachable at Best Tech 247's 800#.3) The response regarding a refund is not acceptable, nor surprising, given the lack of service I've received during this entire experience No valuable service was provided me by Best Tech 247, nor any valuable response.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi, We informed the customer's daughter as well and would like to re-iterate the same thingNo call was made to the customer from our side and the part in which the supervisor mentioned that the representative went against the company policy was in reply to the question asked by the
customer's daughter where she asked "if jenny represents to be a part of AOL is it standard company policy or not" and at that time since the supervisor was not able to validate if the call was indeed from us or from someone else he told the customer's daughter that "if anyone from our company did that, it was against the company policy" as we at Best Tech do not follow such practicesCustomer said that she got a call from someone named Sally who also represented herself as a part of Best Tech 247. The Supervisor told the customer about cold callers as well who pretend to be from the support company and take remote access of the computer, once they get access to the computer, they use the information saved on the computer to scam users and in this case, since our company information was saved on customer's computer (Common practice that we follow so that customer can contact us using that contact information) the caller might have used that same information to lure the customer info believing that she was talking to usWhen contacted back by the supervisor to investigate the issue further, customer's daughter insisted on not getting any more calls from our company on this issue. As far as refunds are concerned, we will not be issuing any refunds to the customer as they have been using the services since January of and we cannot issue a refund after months of service period

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedWhile their response is, in the most technical sense, correct and acceptable, this is only so because I was able to prevent them getting the last monies requestedIt should be noted that files they placed on my system were removed by Malwarebites software
Sincerely,
*** ***

Hi,The customer was never contacted by anyone from our company in order to seek money for the support or services.The customer still has a valid support with us and can reach us on the Toll Free numbers provided in order to seek any assistance with the computer.We tried contacting the customer to
offer assistance, however the phone was on voice mail. Regards,Best Tech

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
That is a lie, The gentleman William contacted me from the company not once but twice,. I paid $for years of service, a couple of months LATER and being threatened that my computer will be infected with viruses and my fear is they had remote access to my computer and I don't know if they are still in there. I have attached a copy of the fact that I paid for years. I agree I used their services and I originally paid $500.00, they gained my trust that is why when the next "threat" came up I paid the $999.00,(which was very hard to pay) but then a couple of months later they threatened again and wanted more moneyI know I am not entitled to the $and I'm ok with that, but now that I am aware they are not what they seem after I did my research, I just never want anyone else to go through what I went through. I am an intelligent person but I have very poor computer skills and very fearful of identity fraud and having it stolen, But I feel I was totally taken by this company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As informed earlier, we wont be able to process any refund for the customer as per our refund policy Also, the customer did contact us multiple times and the contract the he purchased was not a multi year contract, rather it was a three month contractHe can cross check it with the email that he received from our payment processor at the time he made the payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would very much like to know how this business came to have access to my parent's computer in order to suggest that they had a virus It was a pthat said there was a virus and to call the business's number...it was not a message that they received from their anti-virus software Does this not qualify as Phishing?The complaint will be resolved to my satisfaction when my parents confirm that their visa has not been billed or that the money has been refunded if it was billed I am waiting for that message from my parents.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
* *** ***