Elite IT Partners, Inc.

Complaint: [redacted]
I am rejecting this response because:They lied to me that they were helping Yahoo with their hacking problems, and told me I was tampered with and and am now susceptible to being attacked. I was proceeding only because I thought they had a business relationship with Yahoo to render services for them.The 2nd person I talked to said that the $199.99 charge was necessary because it would take between one and two hours to fix all my problems. THEY ACTUALLY SPENT ABOUT 5 MINUTES ON IT!! They clearly created a fear in me and then took full advantage of me. It was a clear case of out and out fraud. Yes, a scam. I am 79 years old and under treatment for cancer.Had I been younger, I might have seen through these lies. 
Sincerely,
[redacted]

I have spoken to Mr. G[redacted] several times. My technicians did all the work that he asked us to do. Mr. G[redacted] had over 235 threats on his computer that we fixed and resolved. He also had an issue receiving any emails sent to him. My technician found the reason as to why Mr. G[redacted] was not receiving his...

emails and he fixed it. We test the emails several times. He received all test emails. He then continued to complain that it took 8 seconds to receive the email compared to "instantly" as before. We then discussed that we can't fix the speed of an email. Even if you are right next to the computer you send it to, there is still a 3 second delay. He was not satisfied with that. I tried to work out a deal with him and give a partial refund but because of the work that was done we will not issue a full refund. He said he wanted a full refund or nothing at all. And in the event of getting nothing he threatened to go to the Revdex.com. We have tried to act accordingly and faithfully to our customer Mr. G[redacted]. We as a company did everything we possibly could do on our end and even offered to compromise with Mr. G[redacted], however he was not willing to work with us. We feel like we have been reasonable and we feel like we have been responsible as a company to resolve the issue at hand. My final conversation with Mr. G[redacted] was him apologizing to us because he realized his request was unrealistic. We are still more than willing to work with Mr. G[redacted] and resolve any issues, however at this time we feel that we have done everything we could have in this situation.

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]

This issue has been resolved with the customer, and he has agreed to remove his complaint. Here is a recording of the call.

We are sorry that the customer feels like she was not clear on who we are, as that is never our intent, however there are some inconsistencies in this complaint we would like to address. Our company does not employ pop ups to reach our customers, so a pop up could not have appeared on the customer's...

screen to lead her to contact us. Furthermore, the customer was told who we are by both the initial representative she spoke with, as well as the technician who called her to resolve her Pogo issue. When she expressed her pogo and email issues to our representative, a full diagnostic was done on her system, to which she agreed to a fix based upon, and she input her payment information herself on our website, bearing the logo of our company. While we wish the customer had reached out to us if she had any complaints or issues about the work, so we could have immediately addressed them, but she never once reached out to us after the work was completed. Instead, she has submitted both a Revdex.com complaint and a chargeback. Because a chargeback has now been issued, there is nothing we are able to do to resolve the charge or the account. The chargeback will have to be resolved between the merchant and the customer's banking institution. However, all contracted work was both agreed to and done.

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]

Response to [redacted]'s rejection.[redacted]'s desired settlement -"Desired Settlement:  I accept that I paid 199.99 and they have that money but I cancelled the very day I agreed to the program and want them to remove from my credit report and stop attempting to collect money they are not due."In response - This was the desires settlement, and we have gladly agreed to this after further investigation and review of the consumers case. We have closed out [redacted]'s account. No further contact will be made to collect any money. We cancelled the services that he agreed to. We have disregarded all monthly charges that never went through. We will no longer be requesting to collect the $119.78 any further. No letters will be sent requesting that amount. [redacted]'s account will not be sent to collections, and it never will be as the account has been closed. We waived the cancellation fee and there is no longer a need for us to remove the programs from his computer as they have already been removed from his computer as he stated. -TJ T[redacted]Elite IT PartnersSupport Services Manager

In response to the clients complaint, we want do everything that we can to make sure that all our clients are satisfied with our work and services.  There was an agreement that the client would like our services for the year. But due to the clients request to cancel services, we did our due...

diligence and were willing to cancel client's annual services with us. But when attempted to refund the annual amount that is being disputed in this complaint. There was already charge back dispute processed with the clients bank for the full $500.00. Because of the charge back request was submitted with the bank, we were unable do anything as we do not have the clients payment. The Bank has the money and we are unable to refund as we do not have the client's money. The charge back dispute now needs to be taken cared of first, and that process needs to complete.The payment is already being disputed with bank, and we can't process a refund of $300.00 as we don't have the payment of the services we provided. Thanks,TJ T[redacted]TechnicalSupportServicesElite IT Home801-341-1840 Ext. 612

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 clients complaint - We want to do all that we can to make sure that our clients are Satisfied. The client agreed to our service on December.19th.2017, and agreed to the terms and conditions of our services. She agreed to a yearly care plan service, and was to pay for the...

care plan programs monthly. The client chose the service that she wanted for the year, and that was for $29.99 a month. In order to cancel the Yearly Care Plan service, there is a $150.00 cancellation fee as agreed upon in our Terms and Conditions. This has not been paid yet, so that $150.00 has been charged. Though this is in the disputed total amount, it has not been charged.  We will wave the $150.00 cancellation fee for the client, so that will not need to be paid for to have the yearly care plan services cancelled. We will go ahead and cancel her services at no charge with no fee. We will refund $29.99 for the monthly services that already processed.  The $199.99 that was initially paid, was for the initial services she requested. We were able to successfully able to provide the services she paid for initially. We did the work, and completed what the client requested for her computer services. This initial payment of $199.99 will not be refunded, as we were able to do all the work for the client as requested. Again, we will cancel the yearly care plan services she signed up for in addition to the work being done for her. So there will be no more money charged for a cancellation fee, and no money processed any further. We will be refunding the monthly $29.99 that has already been processed for her first month of services on her care plan. We want to make sure that our clients are satisfied with the work and services we provide.Thanks,TJ T[redacted]TechnicalSupportServicesElite IT Home801-341-1840 Ext. 612

There was a huge miscommunication with [redacted] and our team. It was something that was very easily solvable. We were able to get her taken care of and give her the result and request that she wanted. I spoke with her over the phone and she even said that she was going to remove the complaint because...

of the misunderstanding. She is a very sweet lady and we are glad we were able to get this resolved so easily. She said that she would love to continue to do business with us with how quickly and timely we responded to her issues. Very nice and understanding. We thank [redacted] for being so patient and cooperative with us.

Complaint: [redacted]
I am...

rejecting this response because: We feel the $199.99 charges should be refunded as well. This is an unreasonable charge to recover a password. This company convinced my mother that she had a much more serious problem with her computer and took advantage of her. We do appreciate the cancellation of the $19.99 monthly fee and not being charged $150.00 to cancel the subscription. My desire is that my mother as well as other customers of Elite IT Home not be pressured into purchasing IT support that they do not need. Customers should be allowed to say "No" and not be subjected to high pressure sales people. Elite IT Home should have plenty of legitimate customers who wish to purchase their IT support without pressuring elderly customers with little technical computer knowledge into purchasing services they do not need. A full refund of all charges would be appreciated.
Sincerely,
[redacted]

We were contacted by the consumer because of an issue he was having on his computer, and we contacted him after he submitted a request to provide him help and service on his computer. We were contacted by his Credit Card Company, and it was verified that we completed the service that the consumer requested. We would be happy to negotiate with the consumer and give any further service that the consumer needs help with. But the amount that the consumer paid for to get the service that we provided, was completed as requested. The consumer submitted a chargeback with his Bank, which is currently in progress. Below this message is the charge back information.Chargeback Information:• Card Number: xxxxxxxxxxxx[redacted] • Transaction Number: [redacted] • Transaction Date: 12/16/2016 • Chargeback Amount: $199.99We are unable to initiate or negotiate any type of refund because of the chargeback dispute that is now in progress. TJ T[redacted]Elite IT PartnersSupport Services Manager

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.
---------- Forwarded message ----------I APOLOGIZE FOR NOT RESPONDING IN A TIMELY MANNER TO THE LAST OFFER FROM ELITE. I WAS CALLED OUT OF TOWN ON BUSINESS AND LOST TRACK OF THE TIME. SINCE THEY OFFERED TO DO WHAT I WANTED THEM TO WITHOUT TAPPING IN TO MY COMPUTER, I’M SATISFIED.  I’LL WRITE OFF THE FULL COST OF THE INITIAL MEMBERSHIP AS A LOSS SINCE THEY’RE NOW SAYING THAT THE EARLY EXIT CHARGE OF $150 DOES EXIST. IT IS INTERESTING TO NOTE THAT THEY SAID I WAS SATISFIED AFTER EACH ADJUSTMENT THAT NEEDED TO BE MADE AFTER THE SYSTEM SHUT DOWN.  AS WE TRIED 3 TIMES AND LOST A FULL WEEK OF WORK DURING THE PROCESS, THE 4TH TIME I DIDN’T ASK FOR A REPAIR.  I WANTED A REFUND. I’D BE INTERESTED TO KNOW IF I WAS THE ONLY COMPLAINT.  SINCE I DIDN’T TAKE ANY ACTION UNTIL THEY WANTED MORE MONEY FOR A CANCELLED SERVICE, I DOUBT THAT I’M ALONE. THAN YOU FOR ALL YOUR THOROUGH AND GOOD WORK.  YOU ARE APPRECIATED. [redacted]

This was already taken care of before the client submit the Revdex.com complaint. Here is the call recording stating they would remove it.

We are sorry the customer feels that he had a negative experience with our company, as that is never our intent. We believe there was miscommunication between our representatives and the customer, and called the customer directly to resolve those. The customer has received a full refund, and agreed...

to remove their complaint with the Revdex.com.

The consumer did if fact call us during hours that we were not available to take calls. We are closed after 2:00 PM Mountain Standard Time on Saturday's. We are not open on Sunday's. We do not have anyone here during those hours.  We are unsure why it connected the consumer to the service line...

and that they would be the next in line to be serviced. We did in fact find that she did call us multiple times on Saturday, January.14th.2017 after hours and on Sunday, January.15th.2017 when we are not open. We would have happily resolved the problems and the issues that the consumer was having after our initial work was done for the $149.99. We did do sufficient service on the computer and the consumer was satisfied at the time. We would have been happy to help resolve her further issues if we had been able to get in contact with one another. We apologize for the inconvenience, and that you were directed the phone line to get serviced on those days were are not here. We would still wish to help the consumer with any services the consumer still needs if they choose to continue with our help, but we are willing to refund the full amount $149.99 as requested to resolve and satisfy the consumer.Thanks,TJ T[redacted]Elite IT PartnersSupport Services Manager801-341-1840 Ext. 612

We believe that we have attempted to be very fair with this customer, despite the fact that multiple things we disagree with have been stated in this correspondence. We have never denied the cancellation fee. We worked with this customer multiple times on her issue, and she indicated she was happy with the work after each collaboration. After the indicated bank call, she refused to speak with us at all after that, making it impossible for us to resolve this matter. However, despite this, we are willing to go ahead and cancel the customer out without connecting to the computer. Please let me know if you have any further questions or concerns. Kat P[redacted]

In response to the consumer complaint.We only collected the amount of $169.97 for initial services that we provided and completed. The payment for the $299.90 never was processed, and it did not go through. The $299.90 was for a yearly care plan service that was agreed to. But the transaction...

declined, and we never received any form of payment for the yearly care plan service. We cancelled the yearly care plan service and cancelled the payment that was owed as requested by the consumer. No services were continue, and the $299.90 was never collected. We apologize for the misunderstanding, but there will be no charge or continued calls to collect any form of payment from the consumer, as it was cancelled.The only money that we collected was the $169.97 for services that we completed. We do not plan to continue to try and collect any further amount of money, nor will we plan to contact you further for any other offers. Thanks,TJ T[redacted]Technical Support Services Elite IT Home801-341-1840 Ext. 612