GeekBox Computers, LLC

I am a elderly women that they conned into a $service because I could not get into my e-mailHad a e-mail problem with my computer

I called the GeekBox to request virus protection for my computerThey advised it would cost a one time charge of $and a monthly charge of $A week or two later, I called to cancel this protection when I found out I didn't need itThey billed me the $stating I called too late, but I would not be billed the $ I then receive my credit card statement with the $on it I called and they said no notation was on record about them not billing the $ I know what I was told It's bad enough that I have to pay them $99.99, but an additional $is too much When I call to speak to the Customer Happiness Director, I am given the runaround

I was charged $on March 24th to my Amex card ending in ....*** without authorization for the chargeService was provided by geekbox.com a year earlier but I never agreed to a renewal charge of this magnitudeMy complaint relates to the extremely poor (actually non-existent) follow up to my phone calls to the company
I have called three times and each time was told by the billing representative that a higher level director would call me back that day or the next dayIt has now been days since the first call and after two followup calls to them no one has returned my callWhen looking on their website they don't even sell a service that costs $so a renewal charge of this amount is outrageous and one I never would have agreed toI am seeking a reversal of this charge to my amex card
Thank you

Our employee (Maddie) spoke with [redacted] allowed us to maintain the $100In return we had a technician remote control into his computer and install anti-virus and anti-malware software that cost $100.00[redacted] expressed he was happy with the resolution.

We are currently trying to contact [redacted] at ###-###-#### to try and resolve this promptly.

Called and spoke with [redacted] on the phone today.He explained the situation with hs email not being repairedI've agreed to issue a full refund.He is satsified with the solution provided

[redacted],  I apologize for the experience you've had with our company. After reviewing your account, I do see that we were not able to access your computer after several repeated attempts at remote connection. While we did spend several hours working with you, I do agree that it isn't fair...

for us to retain money for services that were not provided. I have issued a refund for the other $50 back to your account. The way your initial concern was handled does not follow our standard operating procedures. We will be following up with the representatives you spoke with and providing additional training where necessary. Please let me know if there is anything else I can do for you. Thank You, Ammory L[redacted]Director of Customer Relations

Hello,I spoke with [redacted]. There was a lot of confusion on our end. I was able to figure out the situation and compensate [redacted] appropriately. She is very happy with the solution. Please let me know if there is anything else I can do.Micheal O[redacted]Director of Customer...

Relations[redacted]@pclaptops.com

[redacted], I am sorry to hear about the recent frustrations with Geekbox. I reviewed your comments and wanted to reach out right away. What I see on your account is a service you purchase for $100.99 on 05/21/2015. We performed the service and at that time a running subscription for an annual...

charge of $99.99 was set up. This billed on May 20th, 2016. I have issued a full refund today and canceled all services. Depending on your bank or credit card company it can take up to 10 business days to appear in your account. If you have any other questions or concerns please email me directly and I will resolve the matter right away. Thank you, Micheal O[redacted]Director of Customer RelationsGeekbox[redacted]

I have been unable to reach customer. As a show of good faith I have refunded the $39.99 as requested by the customer.

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]

We attempted to call [redacted] today. We will try to call her again on Monday

Revdex.com:  I WOULD LIKE THE REFUND OFFER to be PLEASE SENT TO: [redacted], [redacted] - as soon as possible! I want to confirm that she no longer wishes to have subscription to GeekBox, and so NO charges should be charged to her credit card as she contacted GeekBox shortly after making the original purchase and canceled any and all services with the company. It is our understanding that if we wish to contact GeekBox for questions regarding purchases, she can do so until the year expires.
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]

Hello,We have worked several hours on Mr. M[redacted]'s computer. His existing anti-virus did not fully protect him. We removed 2,209 junk files, corrected 498 registry errors, removed 10 potential viruses, 28 malware issues and 680 potential spyware threats. The technicians also cleaned his internet...

browser and optimized his network.We have given Mr. M[redacted] 30 days of our AtHome services. If he has any issues with his PC he can call [redacted] 24/7 until 09/28/15.I have canceled any future billing per Mr. M[redacted]'s request.Please let me know if you have any additional questions.

I reviewed [redacted]'s case and he was correct, I've issued a full refund and sent the following email.From:
Micheal O[redacted] [mailto:[redacted]@geekbox.com]
Sent: Tuesday, April 19, 2016 9:42 AM
To: [redacted]
Subject: Refund
[redacted],
I
reviewed your case. I am sorry for...

the confusion. I see no work was completed.
I’ve issued an additional refund of $124.50. this with the second refund totals
$249.00. Please let me know if you have any questions.
Fare thee well,

Complaint: [redacted]
I am rejecting this response because: I have not found any messages on my phone that identifies the company. I have had a couple of Unidentified Calls from Indiana but Geek Box is located in Utah....

I expect that Geek Box  would identify themselves by name because I do not know the phone number of which they will be contacting me. (If I knew that number I would have called it instead of contacting the Revdex.com).
Also, I do not expect that I should be responsible for any costs' in getting this problem settled.
Sincerely,
[redacted]

[redacted], I have reviewed your mother's account. She purchased our Platinum Support Package, which covers Anti-Virus and Anti-Malware, cloud backup, and 24/7 technical support for a period of 1 year. In listening to the original call where she agreed to the service, all of the services and...

pricing were fully disclosed to Eva before she was charged for service.In an effort to resolve your complaint, I am offering a refund of $251. This refund amount is derived from downgrading your mother's service from the year of support ($599.99) to a One Time Clean ($249) and Protection Software ($99.99) Our technicians recorded the cleaning that was done on your mother's computer and the protection software was installed, so the $348.99 portion is non-refundable.The cleaning notes are as follows:CCleaner removed 536 MB of junk files. CCleaner repaired 397 registry errors. MalwareBytes Anti-Malware removed 171 malware threats. Internet Explorer and Firefox browser caches were cleared. Windows Updates Completed. Custom cleaning program D7 was run. Follow-up call after service completed was done at 9:25 AM 3/25/2016. Our technician Kyle explained what we did to the computer and advised how to use service in the future. I hope this clarifies the service your mother purchased. Please respond with any other questions or concerns. The refund check will be mailed to your mother's address within the next 3 weeks. Thank You, Ammory L[redacted]Director of Customer Relations

[redacted],  We're sorry to hear there was some confusion about the cancellation request you put in for your account. Our records show that you cancelled the monthly support contract on November 7, 2016 but agreed to keep the annual contract for anti-virus and anti-malware protection. We...

have refunded the $99.99 that was charged to your account on July 8th. This can take up to 10 business days to show back up in your account depending on your bank or credit card's refund policy. We aren't seeing another charge for $99.99, recently or last year. We will need more details to find this additional charge such as the last four digits of the card and the transaction date.Please let us know if you require any further assistance!Thank you, Geekbox Customer [email protected] Service Hours:Monday through Friday 8am to 4pm MST

[redacted], I apologize for any miscommunication in the cancellation of your services. We realize an incorrect end date was posted on the emails that were sent to you confirming the cancellation of your services. All billing has been cancelled as of our conversation with your husband on August 11...

2016. Your husband explained that you did not recall agreeing to a recurring monthly charge. Because of this, we will also be issuing a credit back for both of the charges for $49.99. Please let us know if there is anything else we can do make your experience with GeekBox better.  Ammory L[redacted]Director of Customer RelationsGeekbox Computers, LLC[redacted]