Elite IT Partners, Inc.

We are sorry the customer was unsatisfied with their experience with usOur records show the customer contacted us regarding her computer issueAfter agreeing to the work and the price, her case was sent over to our technicians, whom, while working on her computer, lost connection and attempted to
make contact with herOur calls were not answered for several daysOnce this complaint came through, we continued trying to make contact with the customer, with no successWe cannot complete work, nor resolve any complaints, with a customer who does not respond to usHowever, as we were unable to do the work due to no response, we have refunded the requested amount

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
Sincerely,
*** ***

We were contacted by the consumer because of an issue she was having on her computerWe contacted her after she submitted a request to get help and service on her computerShe agreed to the amount that she paid to get the service doneWe have the call recordings of the call she agreed to pay
Client submitted a chargeback - but service the consumer requested and paid to get done, was provided and completed as requested. The consumer submitted the chargeback with her Bank, which is still currently in progressBelow this message is the charge back information.Chargeback Information:Card Number: ***Transaction Number: ***Transaction Date: 01/19/2017Chargeback Amount: $149.99We are unable to initiate or negotiate any type of refund because of the chargeback dispute that is now in progress and we no longer have the $paid to give a refund. TJ T.Elite IT PartnersTechnical Support Services Manager

In response to clients complaint, we want to make sure that all our clients are satisfied with our servicesWe apologize as that was not the end result in this case. We will issue a $to the clientWe did successfully help the client get back into the account and into the device that the
client was having issues withWe were unable to get connected to the clients computer as it was for account support only, no cleaning was suppose to be done as part of the work requestedThe payment of $was for our account recovery support, which we were successfully able to doThe cleaning support services is marked at a higher price of service, which the client did not agree to payWe did the work that the client paid for successfully, and at the time the client was satisfiedBut we are willing to refund the full desired amount of $that the client requestedOnce again, we want to make sure all our clients are satisfied with our services, and will do what is necessary to do so. We are issuing a refund of $99.99, the amount should be credited back on the card in to business days.Thanks,TJ T***TechnicalSupportServicesElite IT Home801-341-Ext

Our records show that a request for help was received on July 11, Our diagnostic representative reached out to Ms***, diagnosed her issue, and then offered a fixThe fix, as well as our terms and conditions, were stated to the customer and agreed toThe customer called in shortly
after this was agreed to, and was told that the work had begun on her computer, as her case had been sent over to the technician and they had begun to reach out to her to try and begin the workI have tried to reach the customer multiple times to discuss her account, with no luck in reaching her or having my message returnedAs the work was not done on the computer, we have issued a full refund of the $that was paidWe hope that this is a satisfactory resolution to the customer's issue, and would be more than willing to discuss it with her further if she wishes.Sincerely,Kat P***Customer Service Manager

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
Sincerely,
*** *** thank you problem solved, I just did not want them to take any more money from the account thank you!

We have cancelled the clients services and any charges were already stoppedWe have not received a payment from the client since April, 2017, and we will no longer attempt to call client to collect payments as the account has been cancelledThe client will no longer be receiving any further calls
in the future to continue services.If client wants any future assistance and chooses to call us to get service in the future we would be glad to assist him, but we will no longer be calling his number as requested. Once again, I have verified that the account has been cancelled, and that the client will no longer be getting any calls from us in the future. Sincerely,TJ T***Elite IT Partners Inc.Technical Support Services801-341-Ext

*** *** submitted chargebacks on December.2ndand on Decemeber.14th.2016. I have attached the dispute files to this message. The computer that *** *** purchased has now been with her for almost monthsShe reached out to us on Novemberneeding help with her
computer, and she purchased a new computer on that same day for $She called back a month later wanting to send the computer back in but she told us that her neighbor had the computer and was playing games on itSo she did not have the computer in her possession at this timeWe still have not received the computer from herSo as of right now the computer has been stolen from us because we have not received it, and a chargeback was submittedWe can't issue any type of refund as the charge is out our hands because of the chargebackIf the client had contacted us before and let us know that she would send the computer back before she submitted the chargeback and recieved the computer from her, we would have been happy to issue her a refund As of right now she submitted a chargebacks for the computer and she still has a possession of the computer No refund can be issued because of the chargeback she submittedAgain, the chargeback dispute documentation has been attached to this message. Thanks,TJ T***Elite IT Partners Inc. Support Services Manager801-341-Ext

Response to *** ***'s Revdex.com complaint - I reviewed the consumers case and investigated our work and servicesI have listened to all call recordings within the case.After listening to all call recordings, *** was satisfied with initial work on 8/9/He called in times the day after
on 8/10/16, leaving voice messages that he wanted to cancel his monthly care plan services that he agreed toThose were the only attempts he made to get in contact with us after we completed our initial services. We reached out to him after receiving his messages, and we were successfully able to get in contact with him on 8/10/In the call, it was explained to *** by our Customer Service Representative that if he cancelled the service that there is a cancellation fee, and we would need to remove our care plan programs off his computerHe said that was fine, and he would pay the feeWhen the Customer Service Representative initiated to get connected to his computer to remove the programs, he asked if he could call us back when his Mother got home to do itThe Customer Service Representative politely responded that he can call us back anytime, but he would still be on the Monthly Care Plan Services until he called back to pay the cancellation fee and let us remove our programs*** never called us backWe reached out to him several times after, only to able to leave a voicemail each time.He was not take off the Care Plan because we were waiting for his verificationAll payments failed to go through, and no monthly payments were ever collected. There was no correspondence with client after 8/10/16, because he stopped answering our calls, and never called back. After four months of attempting to get in contact, and four monthly auto bill failures, a letter was sent to him to collect $or he would be sent to collectionsHis account has not yet been sent to collections.Client is correct that he requested to cancel monthly services, but he told us that he would call back and never did8/10/was the last time we have had contact with ***, and it ended in a polite civil mannerNone of the call recordings have anyone calling him any names and no one ever hung up on him.In order to accommodate the client, I have stopped any monthly payment attempts and I have cancelled his monthly servicesHad he answered or responded to our phone calls, we would have had it resolved immediatelyNo more letters will be sent and no payment is dueI am closing his account happily and we will no longer attempt to collect any more money. - TJ T***Elite IT PartnersSupport Services Manager801-341-ext

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
Thank you very much!
Sincerely,
*** * ***

We are unable to find an account associated with the name of Mrs*** * ***If this is not the client - We need the full name of the client who's account is associated to the service we provided. We have reached out by phone, by calling the number associated in this complaint -
###-###-####Each time we call this number it only gives us the message, "call can't be completed as dialed". We want to resolve this case in the proper and most appropriate wayIf any type of refund is to be issued we must know the name of the client associated to the account to do so. If the consumer can please provide that information, that would be very helpful in resolving this case. Thanks,TJ T***Technical Support Services ManagerElite IT Home###-###-#### Ext

In response to the clients complaint,We will no longer contact client, and we have canceled the clients services so that no more further contact will be made. I will also be looking into the threat that was madeIf there is any additional information in regards to this, please let me knowWe
do not tolerate that kind of behavior and we want all our clients to be satisfied with our servicesIf you can please provide the screen shot of the conversation as stated in the complaint, that would be great to haveAs I will be looking into this thoroughly and will be discussing and evaluating our customer service team to get to the bottom of it.But once again, we will stop all contact being made, and the services have been cancelled as requested.Thanks,TJ T***TechnicalSupportServicesElite IT Home801-341-Ext

In response to the clients complaint,We have cancelled the clients account, as was requested on 5/7/There are no further payments that need to be made, and no more payments will be processedThe client has been cancelled out as they paid the $to cancel the servicesThe client signed up
with us on 2/19/and paid for the initial work, which we completed and the client was satisfied with our servicesThe client also signed up for our monthly care plan services for $19.99, which includes an Anti-Virus program and computer back upThe client was behind on monthly payments of $19.99, in total it was the amount of $39.98. The clients payment didn't process for the months that the programs were running on the computerWe called to inform the client that they owed $for the care plan services and that the payments we failing to processThat is when the client requested to cancel services, which was on 5/7/We informed them that they agreed to our Terms and Conditions and that they would owe us a cancellation fee if they wanted to cancelSo we collected $for the amount that was owed, and collected $for the cancellation fee, which equals to the disputed amount of $Since the client agreed to the terms and conditions, they made the payment and we cancelled the clients services. The client agreed to pay the $to catch up the payments they owed, and agreed to pay the $cancellation fee to cancel the monthly services. We want all of our clients to be satisfied the services we provide and want to make our clients happySince the client used our services for months, which was the total $We will keep the $for the services that was usedBut we will refund $for the cancellation feeWe will only refund this amount as our care plan programs were still running on the clients computer for monthsWe did all the work that was requested by the client, and completed all the services requestedSince the programs were running on the clients computer for the months of services, we will keep the $that was owed for those monthsWe will waive the $cancellation fee, and refund this amountIf this is what is agreed to, we will quickly issue the refund of $We appreciate the request of services by the client, and are willing to help in the future if ever requested. Sincerely,TJ T***TechnicalSupportServicesElite IT Home801-341-Ext

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
However, your technician did not correct my problem. He literally told me he did not know how to do this. As he was speaking I was trying different things with my password. Suddenly I saw that it was actually responding. I then tried my password again and unlocked my computer all by myself. The tech was very nice and empathetic and he specifically told me he did not know how to help. You might have a recording of our conversation and if you listen to it you will hear that I'm telling the truth.I do appreciate your returning my money. I am impressed with you, especially after sending an email to your company's customer support and receiving no response from them. You have shown yourselves to be an honorable business and for that I am grateful. Thank you very much. I appreciate your taking care of this so quickly
Sincerely,
*** ***

The Consumer submitted a Chargeback which we received notification for on December.30th.2017, and here is the Chargeback information. Chargeback Information:• Card Number: xxxxxxxxxxxx*** • Transaction Number: *** • Transaction Date: 12/16/2016 • Chargeback Amount:
$199.99 Client submitted the chargeback after he told us he was satisfied with our service and we completed the work that he paid us to do. The consumer made no further contact with us after our services were done other than the chargeback that he submitted.Thanks,TJ T***Support Service Manager801-341-Ext

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,
[redacted]

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,  [redacted]

In Response to the client’s complaint, we want our customers to be satisfied with our services. The client purchased our services on March.20th.2018 for $249.97 and signed up with one of our monthly care plan services that we offer. The initial work of the services was completed, and work that...

was requested was finished with the client’s satisfaction. The client was satisfied with the services at the time it was completed, and we fixed the computer issues the client was having. The client signed up for Unlimited Care Plan Services, which is $39.99 a month. This service included an Anti-Virus, Computer Backup, and Unlimited computer service (which means the client can call in anytime they want for help.) The client was set up on our monthly care plan services, and everything was working correctly.The client then called in again on April.5th.2018 having issues logging into their E-Mail, we responded accordingly to help client. But it turned out that the client did not inform spouse of the password being changed, and it was still working. Again, customer was satisfied with our services. The client then had an issue again on April.9th.2018 and we responded once again to help the client with an E-Mail issue. This time the issue was the customer forgot the username, and our technicians informed the client of the issue, and made it easier for the client to access the E-Mail, so it wouldn't happen again. Again, client was satisfied with our services and our help. The client then called in again on April.11th with another E-Mail issue, we reached out to client to help again, but the technicians continuously heard the phone pick up but hang up. The technician at the time checked everything, and the computer was working fine, but the client would not answer the technicians call that day. The client called again the next day on April.12th.2018 requesting help with E-Mail again as they said they missed our calls the previous day. Once again, we helped with the E-Mail, and it was working successfully, and client was satisfied with our services again. Client once again called us on April.13th.2018 having questions about the E-Mail, and we answered the questions that the client had. Client was once again satisfied.Client then requested a call back about a month later having issues on May.7th.2018, and our customer service team reached out to the client, but the client did not answer. We left messages to give us a call back. The client called in again on May.11th.2018, and requested to cancel the services, and then said that we messed up the computer. Which we had not worked on since April.13th.2018, which was our last contact with client. We let the client know that they agreed to our terms and conditions, and there is a $150.00 cancellation fee to end the contract of services. Client agreed to pay the $150.00 cancellation fee to end the services but was upset about it. We did all the work that the client requested and did everything that our Unlimited Care Plan service provides and responded to the client every time the client had an issue. It is stated that we did not do what we say we would do, but we did. We also responded each time the client reached out to us, and it is stated by the client that we not available, although we responded the client each time. But in regard to the clients requested, we are willing to waive the cancellation fee of $150.00 and refund the monthly payment that was processed of $39.99 on April.20th.2018, which in total would be $189.99 to be refunded. The client has already been cancelled out, no further payments have been or will be processed again. The client has successfully been cancelled out, and we are willing to refund $189.99. But we did all the work that the requested for the initial services and responded to client each time they had a problem, we will keep the initial payment of services that was paid for and we completed, and it is the fair amount for our time and services we provided to the client.Once again, we want our clients to be satisfied with our services, if there is any further information needed or any additional questions, please let us know.Thanks,TJ T[redacted]TechnicalSupportServicesElite IT Partners Inc.801-341-1840 Ext. 612

I have spoken with the customer, and we have resolved her issue. She has agreed to reach out to the Revdex.com and have the complaint removed.

Clients account  has now been cancelled. There was an initial charge of $249.99 for the initial start up fee and for initial work and service to be done on the clients computer. Client happily agreed to this and we completed the initial work to the clients satisfaction. We have documentation...

and phone recordings as evidence that the client agreed to all of this, and was satisfied. Also, the client agreed to be set up on one of our Care Plan services and protection programs. This Care Plan is set at $39.99 a month for our Care Plan Service and Programs which are still on the clients computer. Client has paid for the months of October, November, December, and January, which totals to the amount of $159.96. Clients payments began to fail starting on the month of February, and now she is 3 months behind on her monthly payments and still owes $119.97. But we are happy to disregard those past 3 months of failed payments and also cancel clients account. Even though client agreed to her year contract that ends August 2017, we will cancel the clients service at no charge. Client still has the Care Plan programs on her computer, and they must be removed from her computer as the service is been cancelled and the client is no longer paying for it. But the disputed amount of $400 is not going to be refunded as the client agreed to our services, and we have done and have kept to what the client requested. We have held true to our terms and conditions.Thanks,TJ TTechnical Support Services ManagerElite IT Partners, Inc.801-341-1841 Ext. 612