Box Support

Complaint: [redacted] I am rejecting this response because of several reasons...First, the business presented and sold their "services" to my mother and then proceeded to "fix" her computer such that it would not work online at all Second, Their "services" were not performed according to the agreement that they stated was signed by her Finally, they did not communicate with my mother what the services were - she was led to believe that they were a service provided by AOL to help her computer run faster...With this said, a FULL refund is required to resolve this complaint!!! Sincerely, [redacted] ***

July 17, 2015: Called Eric about the complaint He stated that the computers we worked on were too old to benefit from the cleaning they received Also repeated the information about us offering a computer, first for $extra and then for nothing extra I explained that we have minimum requirements that computers need to meet in order for us to work on them at all, and if a computer does not meet those, then we don't work on it So her computers did at least meet the minimum requirements As for the offer for the computer, there were no notes on the account about that so I told him that it must have been an offer from a tech advisor that she declined He understood everything I told him that as a resolution we could refund $of the initial charge He countered with the option of fulfilling on the order of the computer I checked with the technician manager who handles new computers, we could send out a computer with the following minimum specs: Windows 8, GB Hard Drive, GB RAM Asked customer if he would like a laptop or a desktop He said that he would contact his Mom and ask her what she would like Said that he would call back to talk to me again No action at this time, will talk to customer again before submitting response to Revdex.com complaint.Aug 7, 2015: After no contact from customer for several weeks, called him again to follow up Left a voicemail for him and will continue to attempt follow-up

We were able to make contact with [redacted] on March 21, regarding this issue During our discussion, authorization was given to close [redacted] 's account and waive any and all penalties and fees associated in that process This was deemed as an acceptable resolution by the customer and we consider this complaint resolved

ID of *** *** *** In response to the Revdex.com complaint filed we contacted the
customer on April 24, to discuss her complaintThe customer had already
contacted us several days before where we were conducting an internal investigation
to review her concernsAs the
complaint had come in we were in the process of
our second investigation for the customerWe had found that there had not been
a cancellation of the protection plan previouslyOur representative explained
this to the customerUltimately the customer disagreed with what our internal
investigation results wereAfter further discussion back and forth, and
reviewing the results again, we gave the customer a refund of the $*** for
the protection plan charge that they hadNo other refunds were warranted as we
did the full amount of work that was discussed during the initial call with the
customerThe total amount refunded during our conversation was $***We have
also canceled the customer’s protection plan membership to avoid further
charges

July 17, 2015:  Called Eric about the complaint.  He stated that the computers we worked on were too old to benefit from the cleaning they received.  Also repeated the information about us offering a computer, first for $179 extra and then for nothing extra.  I explained that we...

have minimum requirements that computers need to meet in order for us to work on them at all, and if a computer does not meet those, then we don't work on it.  So her computers did at least meet the minimum requirements.  As for the offer for the computer, there were no notes on the account about that so I told him that it must have been an offer from a tech advisor that she declined.  He understood everything.  I told him that as a resolution we could refund $150 of the initial charge.  He countered with the option of fulfilling on the order of the computer.  I checked with the technician manager who handles new computers, we could send out a computer with the following minimum specs:  Windows 8, 250 GB Hard Drive, 4 GB RAM.  Asked customer if he would like a laptop or a desktop.  He said that he would contact his Mom and ask her what she would like.  Said that he would call back to talk to me again.  No action at this time, will talk to customer again before submitting response to Revdex.com complaint.Aug 7, 2015:  After no contact from customer for several weeks, called him again to follow up.  Left a voicemail for him and will continue to attempt follow-up.

ID of [redacted] In response to the Revdex.com complaint filed we contacted the
customer on May 13, 2014 to discuss her complaint. During the conversation we
discussed the complaint and reviewed the customer’s point of view. After
hearing the customer’s side more...

clearly and reviewing the notes from previous
conversations with the customer, we decided a refund as requested would be
fitting. We explained our point of view to the customer and the resolution we
came to. We informed them that a refund of one of the charges of $[redacted] would
be refunded at this time. We also canceled the protection plan for the customer
to avoid further charges.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Edward H[redacted] Although I am accepting the offer made by Box Support, I do so with a bad feeling of their tactics.  The initial cost of the program was lower than the $324.95 that appeared on my Credit Card Statement.  It was more like $290.  Let me recap my recollection of that original contact.In attempting to establish a new email account with gmail, my phone rang as I started that process and was told by the gentleman that he was there to help  in setting up my gmail account. WOW, what great service from Google I thought ... and I wasn't made to think otherwise!  When he "rapidly" attempted to describe the added service, I still felt that it was part of the gmail set up procedure.  Yes, I did electronically sign an agreement which I never had the opportunity to read (and who does even a printed agreement) and only had the highlights explained on the phone.  So, yes, I did sign an agreement in that manner. Then came the $30/month fee to belong to there "clean-your-computer" program which I indicated wasn't necessary that I already had a system that does that . and which I paid for.  I was told that the extra program I had wouldn't make any difference.In reading the "Message From Business" 'll point out some questionable comments made.  I was not told that they would wave the membership cancellation fee of $100.  Instead was told that by Brady that he would speak to a supervisor to see if the monthly fee could be lowered to  perhaps $19.95. It was then that I told him that my wife had dementia and that I was her sole caregiver and that she needed me at that time.  Brady then gave me my decision date to be prior to August 12, when my first monthly payment would be deducted from my credit card, which I already put a "Stop Payment" on this account.  I was then threatened with going to a collection process.  Nice guys to do business with!Okay, with the facts as I've described, it appears that the cancellation of the membership fee is my best option even though it appears that I'll lose the initial $324.95, a rip off.  I don't know what government agency has jurisdiction over this field, I think that I know, but I will find out.I expect that this will get the Box Support program deleted from my computer.  Oh yes, I mentioned a program from my computer that they removed,  called "SyncBack Free, which I use to back up my files on SanDisk monthly.  I'd like that back please.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I was pleasantly surprised by the level of service I received from Box Support, following our second conversation.  Thank you, again, for your willingness to step in, in order to help me successfully resolve this issue.
Sincerely,
[redacted]

In response to the Revdex.com complaint we contacted the customer on August 7, 2015. During the call, the customer voiced her main concerns that she stated in the complaint, mainly that she had not been able to reach us via the phone number listed in the email we had sent.  She also stated that the...

protection plan she had attempted to cancel.  We informed her that her protection plan subscription with Box Support had been cancelled on June 22, 2015, the same day we had received the request.  Also informed her that we had updated the number on the email she had received to prevent this from happening with future customers.  Provided her with our correct phone number and stated that we would send that to her in email form as well.  Customer stated that the our conversation, and the action we took on her account on June 22nd, resolved her complaint.  We requested that she contact the Revdex.com and inform them that it has been resolved, and we stated that we would submit a response with the same message.  We also informed the customer that if she would like any other assistance from us, to give us a call and we'd be happy to assist her.

ID of [redacted] In response to the Revdex.com complaint that was filed we attempted to contact the
customer on May 13, 2015. The customer did not answer during that attempt, but
did call us back on May 14, 2015. During the time of the call we reviewed the
complaint and the...

customer’s point of view in the situation. We came to the
conclusion that there had been a misunderstanding regarding the pricing but the
customer was willing to pay half of the charge. We agreed with the resolution
he proposed in just paying half the charge. At the time of the call we refunded
a total of $[redacted] back to the customer. Customer was satisfied with work that
was completed and the resolution of this matter.

We called Ed to see what we could do to resolve this issue. He said he was upset because he had assumed he was talking to gmail initially, and he felt it was misleading. He also thought he overpaid and didn't know about the monthly plan. We went over things with him like how we got in touch...

with him, what we did on his computer, etc. We explained that we make it very clear that we are Box Support, and the document he signed has a very noticeable banner that says 'Box Support.' He still wasn't happy. He admitted it was his mistake for signing up, but didn't like it. He had to disconnect the call because his wife has dementia and he is her caregiver.We told him we would be able to waive the membership cancellation fee, but because the service was performed on the computer, we would not be able to refund what has already been charged.  He said he needs to think about it and will call us back. We told him to call back before 8/12 as that's when he was going to be charged for the membership.At this point, nothing has been done as we are awaiting future customer contact.

We were able to make contact with [redacted] on March 21, 2016 regarding this issue.  During our discussion, authorization was given to close [redacted]'s account and waive any and all penalties and fees associated in that process.  This was deemed as an acceptable resolution by the customer and...

we consider this complaint resolved.

Complaint: [redacted]
I am rejecting this...

response because of several reasons...First, the business presented and sold their "services" to my mother and then proceeded to "fix" her computer such that it would not work online at all...  Second, Their "services" were not performed according to the agreement that they stated was signed by her...  Finally, they did not communicate with my mother what the services were - she was led to believe that they were a service provided by AOL to help her computer run faster...With this said, a FULL refund is required to resolve this complaint!!!
Sincerely,
[redacted]

On Monday December 28th [redacted]'s mother contacted us via phone and requested to cancel the account. Our agent was able to cancel the account after speaking with [redacted] and her mother. He also voided her contract and refunded her one month of charges.