Compu-Tune Up, Inc

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did not look up and enter the actual dates because this computer was in and out of the shop three times and four other times I turned the computer on right there in the shop and showed them it was no different than when I brought in in the first time. Every single time the [redacted] Security Baseline Analyzer showed the machine was not only not fixed but no different than when I brought in in. On three occasions they installed the ESET security software that showed the ** was violated BEFORE ever leaving the building. 
 
I never got any calls from the company and the business phone records bear that out. I left messages with staff to speak with the [redacted] on multiple occasions, he never once has spoken to me. I sent repeated emails about this to the company and the [redacted] never called or emailed back.  I drove in to the store on three occasions when staff told me the [redacted] was there and he had 'just left on an emergency call' each time and never called me back after those events either, despite having been told by staff that he would.
 
I was only given calls back by the [redacted]nician who work on the **, never any management or [redacted].
 
[redacted], the [redacted], said he could fix this when I first came in. Yet Each time when I showed him he had not addressed even one of the problems. I had to show him the ** repeatedly that the ** was reporting it was corrupt, right in the [redacted] event viewer. I would add that after the first time, I always showed a staff member the system failure reports, without ever taking the ** out of the shop.
 
Went I went at the end of December when I saw the ** was violated [redacted] response was "I guess it just can't be fixed". Having thought they had installed a new hard drive I paid for it thinking it could be used by a competent company. But when I returned home and checked the numbers, it was the hard drive I had purchased at a local retailer, not a new one as they said.
 
I even invited the [redacted] by email to meet about this and got no response. I have now sent two emails inviting him to discuss his companies performance live on the radio, but he, as always, has not responded. 
 
This company is clearly incompetent or dishonest. If they are incompetent then they will refund my money and we will consider this to be concluded. 
 
But if they are an honest company then why has the [redacted] never responded to any of the calls, emails and shop visits? The first time we got his response was through the Revdex.com..I hope I am wrong, but now believe they are both incompetent AND dishonest. 
 
Absent an immediate refund check in full, at the end of the Revdex.com process,  we will not cease using all means to obtain our money, including the media and legal. They should clearly understand it is in their best interest to end this now and not make their Revdex.com rating go from none to poor.
Regards,
[redacted]

First of all, our apologies to the customer.  We realize how dependent customers are on PC's & we strive to get them in & out as quick as possible & of course, better than when they arrived.  Our records indicate however that the system came into our service center on 5/15/2013...

& ready to pick up on 05/25/2013, our intent is usually to have systems for no more than 48hrs.  Viruses were removed, the [redacted] was flashed, [redacted] installed & then upgraded to [redacted] for a total of $210.  After leaving several messages on the phone numbers provided, the customer picked up the system on 7/03/13.  The system was turned on in front of the customer to review what was done to the system & their signatures are obtained as approval which is our company policy.  On 12/16/2013 the customer returned to our service center & purchased a 1tb hard drive only for $79.95, no service was provided.  Not sure where the amounts the customer is providing come from, but neither the dates or amounts match our records.  We are always here for the customer & are more than willing to talk or review any issues or complaints!

Review: This company had a computer for a year and billed us almost $600 for repairs and then a new hard drive. On three occasions they never called me to say the machine was ready, but when I went to there business, without leaving, I turned on the computer and saw it was not repaired. The first time they did not hesitate to say it was not repaired correctly. The next time it was not repaired they agreed and kept it again, and this last time they said they installed a hole 'new hard drive', but they did not. This computer was to have [redacted] installed, the hard drive was to be wiped clean, and when they could not do that then they were to install a new hard drive. The instant I turned on the computer that they supposedly had put in new ( and there were to be no remnants of any earlier files) it had old restore points and I was able to recover old documents and files. I don't think they ever even tried to fix this and just billed me for repairs and hardware, when all it did was sit on there shelf for a yeat.Desired Settlement: $280 plus $210 plus $89 for their charges (and a written acknowledgement of their reason for having the computer for a year and not having anything at all different than the day it came in would be great, but they do not have to do that)

Business

Response:

First of all, our apologies to the customer. We realize how dependent customers are on PC's & we strive to get them in & out as quick as possible & of course, better than when they arrived. Our records indicate however that the system came into our service center on 5/15/2013 & ready to pick up on 05/25/2013, our intent is usually to have systems for no more than 48hrs. Viruses were removed, the [redacted] was flashed, [redacted] installed & then upgraded to [redacted] for a total of $210. After leaving several messages on the phone numbers provided, the customer picked up the system on 7/03/13. The system was turned on in front of the customer to review what was done to the system & their signatures are obtained as approval which is our company policy. On 12/16/2013 the customer returned to our service center & purchased a 1tb hard drive only for $79.95, no service was provided. Not sure where the amounts the customer is providing come from, but neither the dates or amounts match our records. We are always here for the customer & are more than willing to talk or review any issues or complaints!

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did not look up and enter the actual dates because this computer was in and out of the shop three times and four other times I turned the computer on right there in the shop and showed them it was no different than when I brought in in the first time. Every single time the [redacted] Security Baseline Analyzer showed the machine was not only not fixed but no different than when I brought in in. On three occasions they installed the ESET security software that showed the ** was violated BEFORE ever leaving the building.