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Reviews iTOK.NET

iTOK.NET Reviews (65)

Review: There are two transactions that happened with ITOK on June 26, 2014. One for 49.99 and one for 189.97. They convinced me that they could remove the password from my desk top and clean my and lap top.

I called ITOK because I needed assistance with removing a password on my administer account. I first spoke with a one technician than a second technician; they both assured me that they were the best and they could help me. They were unable to fix my computer and suggested that I take it to Staples, Geake Squad, or Best Buy. I asked for my money back because they did not fix my problem. The technician told me to call customer service.

I had a conversation with a supervisor named Mr. [redacted] around 12.30pm on Friday June 27, 2014. He wanted to send an onsite technician to my house to try a fix what his other technicians were unable to do, on Thursday June 26, 2014. He attempted to explain that his technicians had did all they could do and sometimes when they cannot fix the problem they will send an onsite technician to your house. I told him that I did not want his technicians or anyone else from his company coming to my house. I told him that I had been fooled twice on Thursday by on line fake technicians and I was not going to let anyone come to my house. I told him I felt cheated and I no longer trusted his company. He told me he understood my frustration but it was company policy to try to complete the contract by sending a technician to the site to fix the problem. He said his company has a no refund policy and that all he could do was give me back $69.00. He said that he could not give me back the membership fee even though I was dissatisfied. I told him that it was never explained to me about the no refund policy. He said it was in the email that the technician had sent to my email. I told him I never received an email from ITOK.

I took my computer to Geke Squad and they fixed it. Geke Squad told me that ITOK put some anti-virus on my compute that was going to cause me more problems. I have never received any money from ITOK. They are horrible!Desired Settlement: I would like to have the my money they charge for attempting to fix my computer. It was a total of 239.96.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/27) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Ms. [redacted]'s feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

On 6/25/14, we worked on two of Ms. [redacted]'s computers, a desktop and a laptop. Prior to the work, Ms. [redacted] accepted our offer of $189.97 for the desktop computer repair and $49.99 for the laptop repair (this large discount on the laptop repair was given because this was a second computer).

We completed the repair work on the laptop computer without issue. However, as we attempted to work on the desktop computer, our technicians were unable to get into the Administrator account. Ms. [redacted] then explained that another company had tried to sell her a product, and when she declined they changed her password and locked her desktop. Typically, in these situations, as our customer has already paid us to do the work, we will send an onsite technician to the customer's home to complete the work. Unfortunately, as Ms. [redacted]'s computer had been harmed by another online IT company earlier that day, she, understandably, did not feel comfortable having one of our technicians come to her house; she preferred just to take her computer into a local shop. Although a deviation from our usual company policy in handling these situations, a refund would have been appropriate at that time, given Ms. [redacted]'s unique circumstances.

In her complaint, Ms. [redacted] indicated that the local shop told her that we put an antivirus software on her computer that would cause more problems. On the contrary, our records indicate that our technician discussed with Ms. [redacted] the option of replacing her current antivirus with an alternative antivirus software. Ms. [redacted] decided to continue with antivirus software currently on her laptop, rather than replace it with the one we had offered to her. The technician complied with her request, leaving her original antivirus software. As we were unable to perform any work on the desktop computer, no antivirus software was installed on that device either. It seems the local shop was mistaken on this matter.

We apologize for the frustration Ms. [redacted] experienced by our inability to remotely repair her desktop computer. We further regret that our customer service rep subsequently insisted on a resolution that did not meet Ms. [redacted]'s needs.

After a thorough review of Ms. [redacted]'s account, we reached out to her to address her concerns. In our discussion on 8/26/14, Ms. [redacted] was gracious and understanding. Ms. [redacted] agreed that the requested work had been completed on the laptop and that we should be paid for that work. We agreed that a full refund was due for the requested work we were unable to complete on her desktop computer. We informed Ms. [redacted] that we would indeed issue a refund of [redacted], representing a full refund of the payment related to the desktop computer repair. Although the laptop computer was given an extremely discounted rate as it was a second computer job, we made no adjustment to the refund portion. We would therefore retain the $49.99 payment, as it was made in exchange for services to Ms. [redacted]'s laptop which were completed as requested. Ms. [redacted] expressed that this was an appropriate resolution to her situation, and a refund of [redacted] was issued immediately.

Review: Company refuses to stop harassing phone calls soliciting business even though they have been repeatedly told to cease and desist.

Phone calls soliciting business on:

1 May 2014 @ 9:53 AM

17 April 2014 @ 1:47 PM

14 April 2014 @ 5:34 PM

14 April 2014 @Desired Settlement: Cease and desist attempting to contact me. I'm not interested in itok.net seizing control of my computer, corrupting the software and then charging me an exorbitant sum to repair the damage that they cause.

Business

Response:

Initial Business Response /* (1000, 5, 2014/05/07) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We have taken time to research the events listed above in order to identify the source of the issue and ensure the most effective resolution to this problem.

iTOK has an ongoing relationship with various partners. iTOK provides a number of services to these partners and their customers. Among these are product orientation services which are designed to help customers get familiar with their brand new software.

Mr. [redacted] recently purchased DVD Cloner 2014 from one of our partners. Under our partnership agreement, we call their customers to offer a free orientation as a courtesy. Our hope is twofold: (1) that we may improve the partner's value in the customer's eyes by providing this service free of charge; and (2) that we may establish a relationship with the customer ourselves, so that the customer may consider using us for any future technical support needs.

We are not in the business of seizing control of a computer, corrupting software and then charging to repair damage we have caused. We recognize that such a mode of doing business would certainly have a detrimental effect both on our relationships with our partners and on our public reputation and goodwill.

The phone calls identified in Mr. [redacted]'s claim were made in an attempt solely to offer an orientation, free of charge, to ensure that installation was successful and that Mr. [redacted] would understand how to use his DVD cloner software.

In our first two attempts to reach Mr. [redacted], we left a message on his voicemail. In each of the subsequent attempts, we again reached the voicemail but did not leave a message. We were unaware of Mr. [redacted]'s desire for iTOK to cease our attempts to contact him. We apologize for any inconvenience and frustration experienced by Mr. [redacted] as a result of our calls to his phone. Upon notice of this request, as of May 7, 2014, Mr. [redacted]'s callback ticket has been closed and he will not receive any further phone calls from iTOK.

Review: I called for a computer wireless problem . The technician did some work remotely, but did not solve the problem. Customer service was not helpful.

On October 27th I called about a wireless connectivity problem with my computer. The technician [redacted] on my computer remotely, said he found viruses and cleaned the computer, but could not resolve the connection problem. He said I should contact my internet provider and see if they could help. In short, they did not succeed in fixing the problem, and despite mentions of a guarantee, did not offer to make the issue good. Meanwhile they were putting through a $199.98 charge to my Visa. I called their customer service line, and was told (it being the weekend) that I would be called the next day by 10:00--no call. I called them around 1:00 Monday and repeated my issue. I was told that since work was done, I would not get a refund. I am in the process of contesting the charge to my account.Desired Settlement: To the extent that their service was somewhat helpful, I'd be happy to pay a portion of the charge, but I am looking for a substantial reduction in the amount billed.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/30) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We would like to sincerely apologize to Mr. [redacted] for the unfortunate Customer Service experience he had with us. We strive for world class service in all levels of our organization and to find out that we failed is unacceptable to us, and a valuable learning experience. The individuals who should have handled the issue properly have been coached and this should not happen again.

We appreciate Mr. [redacted]'s willingness to pay a portion of the charge, but as we were unable to fully resolve the main issue, we will refund his payment of $199.98. We hope that the work we did in cleaning his computer will be a gift which will help him see that we do offer a valuable service and hope that he will be willing to reach out to us in the future. We look forward to this opportunity.

Review: this comp talked me into paying 150. to speed up my computer and it is just as slow as it was before they did anything now wont give me my money back

im 83 yrs old and like to play games on yahoo but I cant get into the games to play. on yahoo site it said it can speed up my computer so I clicked on it. I thought it was yahoo. the guy talked me into doing a scan clean up on my 10 yr old computer. he said it would make it fast like new. but after I paid 149.99 I went to play games and it is just as slow as before and I cant get into the games to play. now the email I gave them they must of sold because im getting porn emails that I didnt get before. all I want ismy money back they said no. I called my bank and they are going to try but I need someone to look at the computer to see this its still slow. I dont have any more money to put into that old computer. thanks you for your help [redacted]Desired Settlement: I just want my money back so I can put it towards a new computer thank you

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/19) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We are sorry that Ms. [redacted] did not have the kind of experience with us at iTOK as we try to provide to all our our customers. We strive to make sure that we excel at what we do, and to find that we have not made someone's day a little brighter is valuable feedback and we appreciate hearing it.

It does appear that we removed a lot of malware, reset her homepage to yahoo.com and placed an icon on her desktop to help her login automatically to email. There is no mention of any gaming issues.

To be fair, it is impossible to speed up a computer to something that is different than when it was new. The reason that we normally have success in restoring old computers to the way they worked when new, is because a computer accumulates a lot of virtual "junk" over the years and does slow computers down. Clearing this out and ensuring that nothing unnecessary is running on the computer typically speeds it up to like-new condition.

We do offer something that nobody else offers, a five day guarantee on our services and we would have been more than happy to take care of any lingering issues if we had known they were occuring.

At this point a dispute has been filed with Ms. [redacted]'s credit card company so we cannot comment further on the financial part until that dispute has been cleared.

If Ms. [redacted] would like us to look at her continuing computer issues, we are happy to help.

Final Consumer Response /* (3000, 8, 2013/09/20) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I will be happy if they don't charge back my card. The guy told me it will be faster but it's not. I did tell them the age of the computer and he said not a problem it's a good computer and I can fix it good as new. I wouldn't of paid 150.00 if he didn't say that. It's not any faster I would of been better off putting 150.00 into a new one. I'm still getting porn email that I wasn't getting before giving this company my email address.

Thanks

Final Business Response /* (4000, 10, 2013/09/23) */

We can certainly appreciate Ms. [redacted]'s concern with the speed of her computer not changing, but the main issue was with her email which was fixed. All of our customers get a complimentary computer cleaning which can help recover lost speed. We understand that it did not happen in this situation but again it's part of the complimentary portion of our service.

It's also unfortunate that she is getting emails she doesn't want to see, however this is not a result of us working on her computer. We do not sell or give our customer's email addresses to any company and take great care to keep customer information private. There are usually ways to help block the spam, something we can help with or she can find someone else to do so.

As the money in question is still in dispute with the credit card company, there is little we can do until this is resolved.

We wish Ms. [redacted] all the best.

Review: Initial web link misleading. Unwanted charge to credit card. Software not installed. Residual problems when discontinued.

12/12/13 sought help for centurytel email problem. !st link in google search mislead us to think we were connecting to a company sponsored by Centurytel. Headline is CenturyLink Email Help - iTOK.net. The website name is www.itok.net/CenturyLink-Email-Help. Centurytel is the old name for CenturyLink and the name still in our email addresses. There is no disclaimer on the initial link saying they are a 3rd party co. We paid $149.97 and allowed them access to our computer. The Trend Micro Titanium Maximum Security never worked. When seeking to uninstall the itok backup there was nothing there.

We specifically told the agent we did not want any ongoing service and in January were charged $19.99 on our credit card for service. We thought we agreed to only one month service. The receipt says Basic Care $79.99, Member Gold Care $69.98.

The representative to whom we complained about the extra charge claims since we do not want continuing service we are not entitled to the month's service we never received. They get around this by claiming our initial charge was $149.97 and had been discounted to give us the one month service of Member Gold Care and since we were discontinuing we were not entitled to actually having the service for another month. We paid $69.98 for nothing by this verbal trick.

A feature on our computer called Auto Fill failed to work after they "fixed" our computer and still does not.

We were deceived into using this Company by itok and also Google. They charged us $149.97 to fix something centurytel would have fixed for little or nothing. They tricked us into the additional charge and refused to compensate us for the service we never received.

Receipt # XXXXXXX

initial representative [redacted]

We paid by credit card.

2nd agent dealt with [redacted]

Ticket number XXXXXXX / agent [redacted]Desired Settlement: I think we should be refunded at least $69.98 for a service never received. I think we should be recompensed in some way for being deceived into using this company to begin with. All they did was fix the email problem., claim to fix viruses & etc problems never identified and do a 'Tune up" we may not have needed.

Business

Response:

Initial Business Response /* (1000, 5, 2014/02/11) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

After reviewing the complaint and doing some research it seems that this is a simple issue of miscommunication and we apologize for our part in it.

When a customer initially needs help, they usually find us by doing some sort of search and then click on the link to our site. This takes them to a web page which clearly displays our logo and down lower on the page describes who we are and what we do. At no time in this interaction did we mislead anybody.

We initially told the [redacted] that the cost would be $229 but then discounted that to $149. Our bill can be a bit confusing but that is indeed what they paid and the issues they called in with were resolved. They filled out the survey at the end and did not express any problems or concerns at that time.

They did tell us twice to not charge the monthly membership, which embarrasingly did show up on their bill anyway. This has been remedied already and we sincerely apologize for this oversight. The original sales agent made a mistake, for which he will receive additional coaching to ensure it does not happen again.

There was no deception during any of this, everything that the [redacted] paid was clearly brought up on their screen, they had to acknowledge the Terms and Conditions and the charges were clearly displayed at that time. The sales agent even asked if they had a printer attached so he could print that out for them.

The fees agreed to covered the things that were fixed. We are happy that we could provide the service asked for and hope that the Beairls will reach out to us in the future for any of their technology needs.

Review: Itok claim's they can resolve a Verizon issue. They have in no way the right to claim they can help with a Verizon issue. They charged $149.99 and did nothing other than maybe running a disk clean up and that costs nothing. They refused to refund any of the money stating that the problem was fixed. It was not I had to call my daughter to come over to fix this and I want you to speak to her, [redacted] ([redacted]) and her number is ###-###-####. Please help or advise how to get any help.Desired Settlement: All or almost all of this money refunded to me. Please call [redacted] ###-###-####.Thank you

Business

Response:

We appreciate Mr. [redacted]’s feedback. Wehave taken time to research the events above in order to identify the source ofthe issue and ensure the most effective resolution to this problem.Mr. [redacted]’s relationshipwith iTOK began when he was experiencing trouble accessing his wife’s Verizon emailaccount. We received a help request from Mr. [redacted] on our website and an iTOKrepresentative contacted him to diagnose his problem. Upon inspection of Mr. [redacted]s’computer, our diagnostic tech found a number of malicious software that werecontributing to Mr. [redacted]s’ email and internet browsing issues. The iTOK repoffered to remove problematic software, perform a tune-up to improve speed, andrestore access to Mr. [redacted]’s email. He also offered to make a shortcut on thedesktop that would get Mr. [redacted] right into his email with a simple click. Thiswork was quoted at $149.99. Upon receipt of thiscomplaint, we looked further into this issue and listened to Mr. [redacted]’sconversation with the iTOK technician(s) who worked on his computer. The iTOKtechnician completed the computer cleaning and tune-up, removing problematicsoftware, but was unable to complete the work order, due to Verizon requiringthe account holder to call and receive the password reset code directly. Thetechnician called Mr. [redacted] to have him send the password reset request toVerizon, he then instructed Mr. [redacted] that he would call later to finishrestoring his wife’s email account, once the reset code was received. Afterfurther investigation, we discovered the technician failed to contact Mr. [redacted]and complete the work order.We reached out to Mr. [redacted]’sdaughter, [redacted] to discuss. Ms. [redacted] explained that her father was extremelyfrustrated and irritated that he had to personally address his email issueafter paying iTOK to handle it for him. Mr. [redacted] then called his daughter toassist him. Ms. [redacted] continued that she went to her parents and finished resettingher mother’s email. Feeling that iTOK had misrepresented their ability toassist her parents, she looked into refund options, and subsequently submittedher Revdex.com complaint.Ms. [redacted] was kind andopen in our conversation about the above issues. We certainly understand thefrustration that customers feel when they pay to have their computer fixed and theservices don’t meet the agreed upon expectations. We are sorry we were unableto meet Mr. [redacted]’s expectations in a way that would confirm and solidify in hismind the value of our services. Recognizing our failure to do so, we agreed torefund the full service fee of $149.99. Ms. [redacted] was gracious in accepting thisresolution.

Consumer

Response:

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,

Review: They stated that they remove trash files and Virices from my computer. These statements proved to be partically false and or lies.

On Mar.28,14 I called what I thought was a AOL help line for assistance fixing a Aol mail problem.(I later discovered this was a AOL glitch,which would fix itself) A Mr. [redacted] Proceeded to explain to me that althought I had a good puter that it needed to be cleaned. He led me to believe that this was the problem I was expericing. Making a long story short. He told me they could install a product called Micro Trend+ or something for $149.97 & 109.97 to prenamently cure this problem and speed up my computer. I said ok and he proceeded to turn me over to a tech. [redacted] took control of my Puter and what they called cleaning my puter for the next 5 or 6 hrs.. [redacted] finally called me a little after 11pm (way past my bed time) saying everything was complete.

The next morning I got up finding my AOL9.7 APP was gone along with my Norton antivirice, my facebook APP and a couple other App's gone. Instead of speeding up computer it took me forever to get to my favorites. At this point I'm ticked I call iTok to complain. They turn me over to another tech. by the name of [redacted] I explain my complaints to Mr. [redacted] and he proceeds to correct my complaints. Durring this Mr. [redacted] says to me he see's a lot of trash on puter. This is less than 24hrs. than [redacted] tells me he has cleaned my puter. At this point I'm (excuse my languge) [redacted]. When I demand they credit my CC back they tell me they have done this, this, and this. and they aren.t giving me a credit.

They told me they couldn't put my Norton Antivirtue back so I had to call Norton up to have it reinstalled as I had 80+ days left on my contract. The tech. told me it was impossible that iTok removed 126 virices from my computer because of my coverage with Norton. iTok lied. According to iTok's tech [redacted] iTok tech [redacted] lied when he said he cleaned my computer.Desired Settlement: I want a personal refund to me. I discovered they only removed their apps not accounts. So I had to cancell my check card which cost me an additional $5.00 for $264.94. They could have charged me an additional $19.95 or $29.95 a month(don't remember which) for extended charges.

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/17) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

We apologize for any initial misunderstanding that you may have had in thinking that we were AOL. We do our best to make sure that all of our links and our representatives state who exactly we are, and are clearly branded as iTOK.

In response to your inquiry, I have reviewed your account and all transactions and have found the following information.

We were first contacted for help on 3/27/14 when you stated that you were having troubles with your AOL email. Because this is something that our technicians are able to assist with, we offered to help. We also provide a free diagnostic to anyone who calls us, and so we provided this service as well.

In addition to assisting with the AOL email problem, our representative found other issues on your computer: infections, multiple toolbars, which can take up space and often hijack your browser, and many junk files that were also taking up space. We quoted $149.97 to service one computer, the one with viruses, and $109.97 for a second computer. This price also included the set-up for our Gold Membership which includes:

-Trend Micro Titanium Security

-Mozy Unlimited Data Backup

-Help Desk Icon

-Software Tune-Ups Every 90 Days

-20% Discount on any Future Work

You were also told of the $19.99 monthly charge as stated by our representative, the Terms and Conditions that you agreed to, and the email confirmation we sent that describes your membership. These communications also include information on our 5-day rework guarantee, which says that if there are any additional issues you can contact us within 5 days and we will fix them for not additional cost.

After all of this was agreed upon, the work was performed, and due to your computer OS requiring so many updates that had not been performed, the work took longer than expected.

To address your concerns regarding your AOL 9.7 which you could not find, or Norton which we installed, I would like to explain why.

Our technician, in order to fix your email problem, had deleted and reinstalled AOL. After this, he had forgotten to place the icon back where it had been, and I apologize for the inconvenience this caused.

Also, Norton had been deleted because of your agreement to the Gold Membership plan. This plan included Trend Micro Titanium, which is one of the highest rated antivirus programs available. When this is installed, all other antivirus programs are deleted, because when there is more than one on your computer they tend to treat each other as viruses and are less effective.

In regards to Norton's statement that it is impossible to have so many viruses when you have an antivirus, this is definitely untrue. No antivirus is 100% effective, and many viruses are designed to multiply, and even render any antivirus software ineffective. Even with the best software, computers need regular maintenance to stay clean. This is why we offer a complimentary TuneUp every 90 days to all of our members.

After the initial work had been completed, you had contacted us again to state what was wrong, and our technician, acting under of our 5-day guarantee, fixed these issues at no additional cost. However, because the requested work was successfully completed, I am unable to refund your account. As you had previously requested, your membership is canceled and you will not be charged the monthly fee associated with that membership.

Initial Consumer Rebuttal /* (3000, 7, 2014/04/21) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have asked two other computer persons both which stated that all though it was possible to have virices with antivirices 126 with no problems impossible. 2nd... only my complaints by the 2nd tech. (I'm not to use names from what I understand) were restored less restoring my Norton antivirice & removing their so called computer clean up thingy(which I personally had to do so I wouldn't be charged for). 3rd... 2nd Tech. stated to me he saw a lot of trash on my computer, that was supposely removed by 1st tech. less than 24 hrs. before (more like 12 give or take). before wasn't done. They say they have a five hour guarentee but if I have no problems (which I seen none other than the AOL glitch by AOL's admittion.) how am I to know there is a problem or if they did anything? The only thing I have to go on is the 2nd tech word they didn't do the job promised. ( could and still can"t tell a difference in my computer) 4th.... I do know they don't know how to uninstall their programs from my computer as instructed because I had too.

Personally I think they took advantage of a senior citizen's igornance and they used that to give me a false idea that my problem was caused by something other than the problem I was having (an AOL glitch which would have cured itself) to extorte money from me.

Final Business Response /* (4000, 12, 2014/05/09) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We have again taken time to further research the events above, in order to identify the source of the issue and ensure the most effective resolution to this problem.

1) The word "virus" is a fairly technical term that denotes a specific type of "infection." 126 infections or threats on the computer would not be impossible even with a fully functioning antivirus software, as many of these commonly accompany other software downloads and can be manually downloaded by the consumer without alert. The technicians who worked on Mr. [redacted]'s computer did not note any viruses but did identify numerous infections and threats, which we removed. We understand that Mr. [redacted] felt misled by this language, and we apologize that we did not better communicate the fact that these were infections and not viruses, in a way that was clear to Mr. [redacted].

2) Whenever customers request technical support from iTOK, we also offer to them a member care program to protect their computer and help prevent future issues. Included in this membership is the top-rated Trend Micro Titanium antivirus software. Installation of this software requires removal of any existing antivirus software, as one antivirus program will not function optimally when another antivirus program is also present on the computer. This is supposed to be communicated to the customer when the option to install Trend Micro Titanium is discussed. We apologize that the diagnostic technician did not make this clear to Mr. [redacted]. We want nothing more than the satisfaction of our customers, and we are pleased that Mr. [redacted]'s original antivirus software was successfully reinstalled on his computer without issue.

3) To clarify, we offer a 5-day guarantee on all our work (not 5-hours). Unfortunately, on rare occasion a technician will miss software that should have been removed. For this reason, we are happy to have a second technician look over the computer if the customer expresses any concern that the work was not complete. We have found five days to be plenty of time for most issues to present themselves in the case of such an oversight. While we are sorry that the issues were not resolved completely on our first attempt, we are pleased that Mr. [redacted] called us back when he determined that the work was not completed to his satisfaction. We are delighted that his computer is now set up according to his preferences.

4) In many cases, the cancellation of membership is an indication that we have failed to gain the customer's trust. Recognizing this failure, we have found it best to have the customer uninstall the iTOK software themselves, as this is usually a simple, straightforward process. We provide each customer with an email detailing these few simple steps. If the customer runs into trouble in this process, we are happy to provide assistance.

We are sorry that Mr. [redacted] felt we took advantage of his ignorance. We are not in the business of taking advantage of anyone at any age. We recognize that some people are more familiar and more comfortable with computers than others. We make every effort to ensure that we are improving our customers' lives, whatever their skill level and needs. We did our best to address Mr. [redacted]'s immediate issues and set his computer up in a way that would best ensure both future protection and ease of use. We are very sorry that this process was communicated and performed in a way that fell short of Mr. [redacted]'s utmost gratification.

Recognizing that we fell short in our care of Mr. [redacted], we reached out to explain the above. We apologized for the miscommunication and have issued a full refund of the work we performed on his computer. Mr. [redacted] was very gracious in our conversation and assured us he holds no ill feelings.

Final Consumer Response /* (2000, 14, 2014/05/19) */

(The consumer indicated he/she ACCEPTED the response from the business.)

They apologized for what I feel was their failure to do what said they would do and misrepresenting themselves.

They issued me a full refund and I expressed my satisfaction with their PR work.

I also wish to express my thanks to you the "Revdex.com" for your help in resolving this conflict.

Review: They sold me their computer clean up service which did not work and repeated service calls still did not fix my computer; they would not refund my $

Purchased a computer clean up program on 7/3/14 which took from 10:30 am to 7:30 pm to install after being told by [redacted] a sales rep. that it would take an hour or an hour and a half. At first I thought the program was working but my computer was very slow. I then realized the next morning I couldn't make any shortcuts and the shortcuts that were on my computer didn't work. They installed an anti-virus program after I had just renewed one I had. They put their backup program on when I already had an eternal backup hard drive. The service people worked on my computer that day but it still didn't work. When I asked Customer Service representative, [redacted] for a refund he told me they don't give refunds. He wouldn't give me his last name and when I asked him who his supervisor was he told me he was as high up as I would need. I explained that I'm 72 years old and live on social security. I couldn't afford to pay $149 for a program that didn't work.Desired Settlement: I had their program removed and I want my $149 back.

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/28) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Ms. [redacted]'s feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

The work performed by the iTOK technician certainly took much longer than usual, due either to a slow internet connection or existing slowness on Ms. [redacted]'s computer. The work that was performed normally takes only one to two hours. Recorded phone calls confirm that, prior to any work being performed on Ms. [redacted]'s computer, the iTOK diagnostic technician discussed with Ms. [redacted] the options of either keeping her existing antivirus software, which she had recently purchased, or upgrading to Trend Micro Titanium. Ms. [redacted] opted to upgrade her antivirus software. The existence of an external hard drive was also discussed. Ms. [redacted] opted to go forward with the online backup software, despite her external hard drive, as this would only add another layer of protection to Ms. [redacted]'s files.

All work performed by iTOK technicians comes with a 5-day satisfaction guarantee, wherein we will perform additional work to resolve any problems that occur within the 5-days, and providing an additional 5 days each time work is performed. This was explained to Ms. [redacted] at the point of sale. Ms. [redacted] contacted us within the 5-day guarantee for additional work. Before he began the re-work, the iTOK technician explained to Ms. [redacted] that she had the option of simply getting a full refund and taking her computer elsewhere. This is not, nor has ever been, iTOK's policy.

Unfortunately, as such a resolution is so contrary to iTOK company policy, when Ms. [redacted] called back for a full refund, the iTOK representatives who spoke with her did not conceive that a technician would have given such instruction. The iTOK representatives firmly stood by the usual, established, iTOK policy of a 5-day satisfaction guarantee that Ms. [redacted] agreed to at the point of sale.

Upon receipt of this complaint, we looked further into this issue and listened to Ms. [redacted]'s conversation with the iTOK technician and the customer service representatives she subsequently spoke with. We were surprised to discover that the opportunity for a full refund was communicated to Ms. [redacted]. Admittedly, both of the customer service representatives with whom Ms. [redacted] later spoke could have handled the situation more appropriately. We are grateful that this whole situation was brought to our attention, and our technicians and customer service representatives are being coached and trained accordingly.

We regret that the price of this learning opportunity for some of our employees was a poor experience for Ms. [redacted]. As the technician promised Ms. [redacted] she could get a full refund, we issued a full refund of Ms. [redacted]'s account on 7/25/2014.

We reached out to Ms. [redacted] to discuss the above and inform her of the refund. Ms. [redacted] expressed her satisfaction at the resolution. Ms. [redacted] was very gracious in our conversation and we appreciate her understanding.

Initial Consumer Rebuttal /* (2530, 8, 2014/07/29) */

iTok called me and apologized for the way I was treated. They refunded the entire amount, $149.97 to my checking account.

Review: They offered me a $200 credit on the nonfunctional program they sold me for $434 which hasn't been received.

I had Itok install a computer program into two computers in order to speed things up. After installation the program made absolutely no improvement:it actually slowed things up. I stopped payment on my Discover card so I wouldn't have to pay for this program. After telling customer service to remove the program they finally offered me $200 and remove it from my computers. To date no credit has been issued and Discover had to bill them for my dervice. In the process they removed my previoud anti virus and when they took off their anti virus program I was left without any anti virus protection. They kept the $400+ charges for their disfunctional software and agreed to a $200 refund which has not come through. I really should have been offered a full refund which they didn't offer.Desired Settlement: I would prefer to have a full refund price in place of the $200 offered by them, but not yet delivered.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/08) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We have taken time to research the events above, in order to identify the source of the issue and ensure the most effective resolution to this problem.

According to our records, Mr. [redacted]' relationship with iTOK began when he was experiencing problems accessing his email. On 5/22/14, an iTOK representative contacted Mr. [redacted], connected to his computer, and found malicious software that had been downloaded onto Mr. [redacted]' computer, likely inadvertently. This software was causing issues of slowness and redirecting webpages, preventing Mr. [redacted] from reaching the websites he desired to visit, and preventing access to his email.

The iTOK representative quoted $229.95 to remove the malicious software, perform a full tune-up on the computer, and restore access to Mr. [redacted]' email account. Mr. [redacted] inquired as to how he might prevent future issues. The iTOK representative offered a preventative maintenance plan, including the highly rated Trend Micro Titanium antivirus software and unlimited data backup through Mozy. The plan would also provide a free tune-up every 90 days, as well as 24-hour access to our technicians through the iTOK helpdesk. The iTOK representative explained that Trend Micro would replace Mr. [redacted]' existing Norton antivirus program, provided by Mr. [redacted]' internet service provider (Comcast). He quoted $19.99 monthly for the membership, or the option to pay for a full year of membership up front at a discounted rate. Mr. [redacted] opted to pay $409.97 for the fix and a full year of membership (saving $60 over the course of the year).

The iTOK technician then performed the requested cleanup, removing a number of malicious programs, adware, and junkware. The technician restored access to Mr. [redacted]' email and set his homepage to Comcast.net, created a desktop icon, and enabled auto-login so that it would take Mr. [redacted] directly into his email going forward, as requested. The technician installed the iTOK membership software successfully, enabling the antivirus protection, data backup, and iTOK helpdesk.

The following day, another iTOK representative called Mr. [redacted] to verify Mr. [redacted]' satisfaction of the work performed and provide an orientation for his membership. The iTOK representative got connected to Mr. [redacted]' computer and showed him how to use the iTOK membership software, including the helpdesk, antivirus, and backup software.

We inform each customer at the point of sale that we guarantee our work for 5 days, during which time the customer may contact us and we will perform any additional work needed. We limit the guarantee to 5 days because customers will sometimes, inadvertently, download malicious software, adware, or toolbars that cause additional problems unrelated to any work we performed or were requested to handle. No matter what we do to the customer's computer, there is nothing we can do to absolutely prevent them from downloading things that will cause problems for them; even the best antivirus/antimalware programs can be overridden. This 5-day guarantee was explained again at the orientation given the day after the work was completed.

In this case, Mr. [redacted] did not contact us regarding any continued or additional problems. Instead, Mr. [redacted] simply called his bank about 10 days later and told them not to honor the charges made by iTOK. We did not hear from Mr. [redacted] until more than a month later, when he asked us to cancel his membership.

When we spoke with Mr. [redacted], he explained that he had signed up for a program to update his drivers and he gave one of their technicians access to his computer. The technician then showed Mr. [redacted] "a bunch of stuff" and told him he had a lot of "junk" that needed to be removed. Mr. [redacted] admitted to us that he became suspicious of this other technician and quickly dismissed him. However, Mr. [redacted] insisted that we must not have cleaned his computer of this "junk" that was now present. As explained above, customers will often inadvertently download malicious software and subsequently have similar problems return to their computers. Although these were new problems independent from any work we had performed previously, and although this was well-outside the 5-day guarantee, desiring to earn back Mr. [redacted]' trust, we offered to have a technician clean his computer again and make sure everything was working to Mr. [redacted]' expectations. This free service was refused and Mr. [redacted] simply wished to cancel his membership.

Honoring that request, we canceled his account and agreed to issue a pro-rated refund of [redacted] retaining $229.95 for the work performed on 5/22/14, and an additional $10.00 for providing the required licenses for Mr. [redacted]' membership software for the first month (normally $19.99). Mr. [redacted] agreed to the refund at that time. Unfortunately, by oversight, the representative handling Mr. [redacted]' account failed to issue the refund. When we became aware of this oversight, we promptly issued the agreed-upon refund in the amount of [redacted] We apologize for this delay.

As Mr. [redacted]' ISP (Comcast) provided the Norton antivirus protection to him previously, they should be able to restore the Norton program to him again without issue.

We certainly understand the frustration that customers feel when they pay to have their computer fixed and then experience similar problems again shortly thereafter. For this very reason, the possibility of this scenario was explained to Mr. [redacted] at the point of sale, and the 5-day guarantee was explained and agreed to. We make every effort to ensure that we are improving our customers' lives, whatever their computer skill level and needs. We did our best to explain Mr. [redacted]'s options to him, to warn against subsequent risks, and requested that he call immediately if he encountered additional problems down the road. We completed the work he requested. We regret that Mr. [redacted] again finds himself with computer issues, commonly due to software subsequently downloaded onto the computer. We are sorry we were not given the opportunity to resolve these additional issues. We hope that he recognizes the substantial service we rendered to restore functionality and ease of use to his computer at our initial service. We again wish to express our appreciation for Mr. [redacted]' feedback and apologize for our delay in issuing his refund.

Review: ITOK failed to repair computer and made it worse. They promised to refund my money. To date, no refund or call back from messages left.

Several weeks ago, I found ITOK on the internet. They promised to "clean up" and "fix" my computer of problems that they said they found. After being charged and installing their software, the computer did not work appropriately. All types of new viruses, trojan horses, and slow-down occurred. They refused to fix, but promised to refund my money. "[redacted]" said credit would appear on credit card in "3-5 business days." To date there is no credit. I was able to fix the computer after several hours myself with FREE AVG Software which they had removed saying it was causing problems and I re-installed it and it fixed all the old problems and "their" newly created problems.Desired Settlement: ITOK stated they would credit my credit card for the cost of $149.97 after I removed "their" software. I did so, but not refund. They obviously lied and scammed me. On the internet, I read that they do so to many people especially preying on the elderly and disabled which I am.

The State of Utah should shut them down as they are a blight on this state.

Business

Response:

Initial Business Response /* (1000, 5, 2014/05/22) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

iTOK has an ongoing relationship with various partners. iTOK provides a number of services to these partners and their customers. Among these are product orientation services which are designed to help customers get familiar with their brand new software.

According to our records, Mr. [redacted]'s relationship with iTOK began when he purchased Advanced System Optimizer software from one of our partners. Under our partnership agreement, we call their customers to offer a free orientation of their software and ensure that it is installed and functioning properly. Our hope is twofold: (1) that we may improve the partner's value in the customer's eyes by providing this service free of charge; and (2) that we may establish a relationship with the customer ourselves, so that the customer may consider using us for any future technical support needs.

If, during the orientation, it becomes apparent that there are issues with the customer's computer that need to be addressed, we offer to perform a free diagnosis of the computer. Following Mr. [redacted]'s diagnosis, we quoted a price to fix the issues, which he accepted. The iTOK technicians then removed bad toolbars and search engines, which were slowing down Mr. [redacted]'s computer and affecting the performance of his internet browser and other computer functions. Additionally, we performed a complete virus scan and removal of all threats, a full computer tune-up and optimization for speed, and ensured the Advanced System Optimizer software was now running perfectly.

Whenever customers receive technical support from iTOK, we also offer to them a member care program to protect their computer and help prevent future issues. Included in this membership is the top-rated Trend Micro Titanium antivirus software. Installation of this software requires removal of any existing antivirus software, as one antivirus program will not function optimally when another antivirus program is also present on the computer.

New viruses, trojan horses, and other infections are all possible even with a fully functioning antivirus software, as many of these commonly accompany other software downloads and can be manually downloaded by the consumer without alert. We back all of our work up with a 5-day satisfaction guarantee, wherein a customer may call and have us work on the computer again without additional charges, until the problem is completely resolved. We are surprised that any iTOK technician would refuse to fix Mr. [redacted]'s computer when he encountered additional issues, as a re-work would be the normal course of action in lieu of a refund. We apologize if Mr. [redacted] was indeed refused service. Upon notice of this complaint, we reached out to Mr. [redacted] multiple times to attempt to resolve his issues, but the phone number we have on his file has been disconnected. We want nothing more than the satisfaction of our customers, and we are delighted that Mr. [redacted] has successfully reinstalled his original antivirus software and has got his computer working to his satisfaction.

On 4/30/2014, when Mr. [redacted] called in to cancel his membership, we issued a partial refund of [redacted] retaining only [redacted] for the work performed on his computer. This credit should have appeared on Mr. [redacted]'s account within a short period thereafter, depending on how quickly his bank processed the purchase. As this process normally takes no more than two weeks, we are hopeful that the refund has appeared in the meantime since Mr. [redacted] filed this complaint. We apologize that the expectation of 3-5 business days was initially set by the iTOK representative who spoke with Mr. [redacted] to cancel his account.

We were concerned by Mr. [redacted]'s statement that we "stated they would credit my credit card for the cost of $149.97 after I removed "their" software." A refund is never contingent on removal of our software, and we apologize for any confusion in that regard. When an account is cancelled, we immediately disable the licenses on our end, and a customer's decision whether or not to remove the software from his/her computer does not affect us. In many cases, the cancellation of membership is an indication that we have failed to gain the customer's trust. Recognizing this failure, we have found it best to have the customer uninstall the iTOK software themselves, as this is usually a simple, straightforward process. We provide each customer with an email detailing these few simple steps. If the customer runs into trouble in this process, we are happy to provide assistance.

In regards to the amount of the refund, our records indicate that a partial refund was agreed to. However, recognizing that there was a great deal of miscommunication in Mr. [redacted]'s most recent communication with iTOK, we want to make sure that he is taken care of and that his expectations are met. Although were unable to reach Mr. [redacted] to discuss, it seems that his last conversation with us left him expecting a full refund of the $149.97 originally paid. As such, on 5/22/2014 we refunded the remaining [redacted] to his account. As of today, Mr. [redacted]'s account with iTOK has been refunded in full.

We are sorry that Mr. [redacted] felt we took advantage of his age and disability. We are not in the business of taking advantage of anyone at any age or capability. We recognize that some people are more familiar and more comfortable with computers than others. We make every effort to ensure that we are improving our customers' lives, whatever their skill level and needs. We did our best to address Mr. [redacted]'s immediate issues and set his computer up in a way that would best ensure both future protection and ease of use. We are very sorry that this process was communicated and performed in a way that fell short of Mr. [redacted]'s utmost gratification.

Recognizing that we fell short in our care of Mr. [redacted], we are sorry that we were unable to reach him to explain the above and ensure his satisfaction. We apologize for the miscommunication in his interaction with iTOK and have issued a full refund of the work we performed on his computer. We hope that this is a satisfactory resolution to his experience with us.

Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Again, ITOK are the liars and terrorists that they have been found by others to be. There has been NO ADDITIONAL REFUND OF THE [redacted] to my account. Perhaps since they are so terribly poor in "fixing" computers they are equally good liars in saying they refunding the money. I will await their refund before I accept the conditions of these terrorists.

Final Business Response /* (4000, 9, 2014/06/06) */

We have already responded to Mr. [redacted]'s complaints with our service. The refund was issued, as stated, on 5/22/2014. As of that date, his payment to iTOK has been refunded in full. We have no control over how long Mr. [redacted]'s bank may take to process the refund and reflect the same on his account. We hope Mr. [redacted] feels free to contact us with any further questions.

Review: the company was hired to fix a small computer problem it increased badly.

I contacted this company on 11/20/2013 to help fix a problem that I was having with my computer. After 8 straight hours of them being in control of my computer they finally had it running again or at least it appeared to be. The next day I noted that There were other areas now of my computer that were not working properly. I contacted them again and for the next 15 days they were in control of my computer uninstalling and re-installing various drivers and downloads trying to fix the problems that were now affecting the operation of my computer.They finally stated that they had no idea what had happened and that they couldn't fix the problem.I took the computer to a repair company in town and within 3 hours they had the problem addressed and fixed. iTok had totally messed up my computer with one of their anti viruses called (something Platinum)??The techs working for this company are very lame in their knowledge of computers and will tell you that they are all experts. do not trust this company at all.Desired Settlement: full refund and an apology for their lack of professionalism.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/19) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

Our sincere apologies go out to Mr. [redacted] for the experience he had with our company. We strive for a world-class experience with all of our customers, and in this case we clearly failed. He exhibited patience with us and allowed us to repeatedly fix the issues he brought to us and in the end we were unable to make things right.

This is not indicative of the experience our customers regularly have with us, and we are using this example as a tool to find out where we may need to gain additional training or resources to ensure this is never repeated.

The money requested was refunded prior to receiving the complaint. We wish him all the best for the holiday season.

Review: Unprofessional preformance.The work took 15 days to do a job that should have taken no more than 2 minutes by some one that knew what they were doing.

I don't know how iTOK got my name to start with.After I explained my problem to the person who answered the phone she told me it sounded like a serious problem.She then talked me into buying a yearly repair contract.I not knowing much about computers agreded.The job should have taken no more than 2 minutes for someone that knew what he was doing.The first tech person uninstalled all the programs on my computer.My original problem was I couldn't access my E mail and my home page was gone.The next 15 days was spent correcting the program install problem.I have absolutely no confidence in iTOK's Ability.I asked to have the contract canceled and my money refunded to my credit card.They did cancel the contract but refused a refund.After all the time I spent with there tech peopleapprox. 15 hrsthey should owe me for my time.

Thank you for your consideration

[redacted]@comcast.netDesired Settlement: 99.97 to my credit card

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/11) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback on the experience he had with us. Mr. [redacted] contacted us on Sept 8, 2013 with several issues, including creating a link to his email, changing his home page and checking some of his other software to make sure it was working.

In the process of all this, some infectious software was found, inlcuding a trojan horse progam and several malware and spyware programs, which we removed to ensure that they do not cause further problems. We thought we had the issues fixed until he let us know on the 9th that his computer was still running slow and some software seemed to be malfunctioning. We reopened the case and worked on it again as part of our five day satisfaction warranty, and resolved the problem that day.

On Sept 10, 2013 we did a follow-up call to Mr. [redacted] who told us at that time everything was running properly and there were no issues to report. We closed his ticket as completed.

Later that day he alerted us that some different software was acting up and even though it was outside the original issues he called us about, we worked with him two additional times to help resolve all of his concerns. All at no additional cost to him, when normally we charge extra for those. Our goal was to help Mr. [redacted] any way we possibly could and hopefully build even more value into what we do.

We helped Mr. [redacted] over the next couple of weeks to get his software running and much of that time was our techs contacting his software manufacturers to get updated software keys and licenses to help him. We did all of this for free, and the time taken was in waiting for responses from these software makers, not in anything our techs were just slow about.

In our opinion we went above and beyond the original ticket and did everything we could to help Mr. [redacted] out, and what we charged him is a fair price.

We apologize that some of these issues took longer than Mr. [redacted] wanted. When fixes rely on other parties, unfortunately this can take longer than anybody is happy with. We certainly hope that he will be open to letting us help him again in the future, as we have demonstrated our willingness and desire to dig in and make sure we get things done for him in the past.

Final Consumer Response /* (3000, 7, 2013/10/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I did not make the first contact with iTOK.I originaly called Comcast and they told me they no longer helped customers with computer problems and told me to call someone else.Within 30 minutes iTOK called me.They gave me their sales pitch and talked me into signing up with them for a yearly repair program.I don't know how iTOK got my phone number but suspect collusion with a Comcast employee.After talking with Comcast I think they have the same thought.

My original problem was only that I could not accsess my E mail had lost my home page,that was all.I since have found this is a very easy problem to fix in about 2 minutes.I know very little about the computer and at that time could not fix it.I did not complain about my computer running to slow.The tech person that I wsa talking told me that it might running slow and he could fix that too.If the tech person had not uninstalled all the programs that I had there would not have been the major fix required.My computer was working fine and I was not aware of any other problems.

I would be satisfied paying $20.00 and getting a refund of $79.97 and never hearing from iTOK again.

Thank you'

Final Business Response /* (4000, 9, 2013/10/18) */

Thank your for the response, we stand by our original statement that the work charged was fair and agreed upon before the issue was fixed. There is no collusion with Comcast, we are a separate entity with absolutely no ties to any of their employees or the business itself. We have fixed thousands of issues for Comcast customers over the years so perhaps somebody who had a really great experience with us, referred our sevices. This is ultimately what we love more than anything; referrals from customers we have helped in the past.

Our records indicate that Mr. [redacted] initiated contact with us, there is no other way we could have obtained his information or phone number.

As mentioned previously, we went above and beyond for Mr. [redacted] and the reason for the long timeframe was in waiting for other software companies to respond so that we could complete the work. It's similar to taking your car into the garage to get something fixed, and finding out that the part you need is unavailable and you must wait for it to be shipped to the garage. It's unfortunate but it happens.

We wish Mr. [redacted] all the best in the future.

Review: Their spokesperson led me to believe they were an internet provider.

On 11.06.14 I was online with [redacted] trying to refill my prescription and a pop up box showed up and asked if I needed assistance. I said yes and they said they could fix my internet connection. They told me that they were an internet provider and that I didn't need my current provider and told me to cancel with [redacted], so I did. They asked for my credit card so they would take care of my internet. Then my internet stopped working and I called my kids. Through what they found out they told me that ITOK is a security internet company and a internet provider. My kids called ITOK and asked for a refund because I was misled. ITOK told my kids they don't do refunds and that they are cancelling my service. So now I am out almost $150 dollars and the company is not providing any service to me. I am elderly and felt like I am being taken advantage of and just want a refund. Thank you.Desired Settlement: A refund of $149.97, the amount my credit card was charged.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@itok.net

We appreciate Ms. [redacted]'s feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

Ms. [redacted]'s complaint was extremely concerning, as we do not provide internet service (nor have we ever done so). If any iTOK rep alluded to this, the consequences would be detrimental. Upon receiving Ms. [redacted]'s complaint, we immediately listened to the recorded phone calls to discover what happened. Fortunately, none of the iTOK representatives who spoke with Ms. [redacted] ever suggested that we provide internet service.

Upon listening to the phone calls, it has become clear where Ms. [redacted]'s confusion occurred. When Ms. [redacted] connected with our sales rep on 11/4/14, the iTOK rep observed that Ms. [redacted] had a lot of browser add-ons that cause problems with internet browsing. These add-ons redirect internet pages and make it difficult for the user to get to or remain on the page he/she is trying to access. This was the case for Ms. [redacted], as she was having trouble getting into her [redacted] account as a result of these add-ons. The sales rep stated that we could remove these add-ons and restore her access to [redacted].

The sales rep further observed that Ms. [redacted]'s computer seemed slower than expected. Ms. [redacted] confirmed that the computer had been acting slower lately. The sales rep told Ms. [redacted] that we could perform a tune-up to improve the computer's speed, and that the clean-up and tune-up would cost $149.99.

The sales rep then explained to Ms. [redacted] the importance of having an antivirus software to prevent similar problems with malware, adware, and problematic browser add-ons. The sales rep found that Ms. [redacted] had Microsoft Security Essentials on her computer. The sales rep told Ms. [redacted] that, for $19.99 per month, we could provide her with a superior antivirus software called Trend Micro Titanium. Ms. [redacted] explained to the sales rep that she was already paying $20 per month to [redacted] to provide Zoom Town internet security. The sales rep assured her she would be better protected using Trend Micro Titanium as her security software.

The sales rep further informed Ms. [redacted] that under iTOK's preventative maintenance program, along with Trend Micro Titanium, she would also receive a free tune-up every 90 days (included in the $19.99/month). Ms. [redacted] said she would go ahead with our program, paying $149.97 for the fix and $19.99/month for the membership going forward. She then asked if she should call [redacted] to cancel their internet security. The sales rep responded that she did not need their security software as she would now have ours, so that would be appropriate.

When our technician completed the work, having removed the add-ons, tuned-up the computer, restored access to [redacted], and installed the Trend Micro Titanium software and other iTOK membership software, Ms. [redacted] then asked him if she should cancel her Zoom Town internet security. The iTOK technician confirmed that now that she had Trend Micro Titanium she would no longer need another internet security.

At no time in any of the phone calls up to this point did Ms. [redacted] ever mention cancellation of her internet service. Neither our technician nor our sales rep ever suggested that she would no longer need internet service from her ISP, nor that we would provide internet service for her in any way. None of our reps had any idea that she would cancel her internet service.

On 11/13/14, Ms. [redacted]'s daughter-in-law, [redacted], called our customer service on Ms. [redacted]'s behalf. [redacted] asked the iTOK customer service rep whether we provide internet service. Our rep responded that we do not. [redacted] then stated that someone from iTOK "told Ms. [redacted] that she didn't need [redacted], and so she cancelled her internet." [redacted] continued, "Then you guys charged her card and now she has no internet and doesn't know who you are. She's 83 years old and feels like you took advantage of her." [redacted] added, "So you sold her a service, and you didn't tell her you were selling her anything--she thought she was getting help with her prescription company." Our customer service reps rightly told [redacted] that our reps would have no reason to tell someone to cancel their existing internet service, especially as we do not provide a replacement service. Furthermore, our services require that the customer have internet access, always provided by some third party. Without internet service, our products and services would be useless to a customer. We were pleased to find, upon listening to the sales call and tech call, that the details of the calls were not as [redacted] had described. We hope this is now clear to all parties involved.

At the time of her call, [redacted] requested that we cancel Ms. [redacted]'s iTOK membership. We promptly complied. Ms. [redacted] has not and will not receive any monthly membership charges. The $149.97 payment was for services which were rendered on the day they were requested.

We regret that Ms. [redacted] cancelled her internet service for some time. We hope that [redacted] was understanding of her predicament and has restored Ms. [redacted]'s internet service without issue. There is a big difference between internet service and internet security. There was no indication in either the sales call or the tech follow-up call that Ms. [redacted] did not understand this difference. None of our representatives said anything to mislead Ms. [redacted]. We do not attempt to take advantage of anyone at any age. The sales rep accurately explained what was causing Ms. [redacted]'s difficulty in logging into [redacted], what we could do to help resolve Ms. [redacted]'s predicament, and how we could help her prevent similar problems down the road. None of this was misrepresented. We made every effort to answer her questions accurately and completely. We do not discriminate and deny our business to the elderly when in fact they often benefit from our services the most.

As the $149.97 payment was made in exchange for the computer cleaning, tune-up, and [redacted] account restoration, which services were all completed on 11/4/14, and as the sale was made without any indication of misunderstanding and without misleading tactics, we find it difficult to justify a refund in this case.

I attempted to call Ms. [redacted] regarding this complaint, but was unable to reach her and was unable to leave a voicemail. We hope this response is sufficient to clear up any misunderstanding. We further hope it serves to refresh Ms. [redacted]'s memory of the sales call and tech call, where Ms. [redacted] asked whether she could get rid of her former antivirus software subscription. If she or [redacted] have any remaining questions or wish to discuss this further, I am happy to discuss. Please call [redacted] and ask for [redacted].

Review: I called ITOK because their google ad stated they solved Yahoo email issues. They sold me software but never solved the Yahoo problem.

On 10/16/13 I called ITOK because the google ad said they could solve yahoo email problem. They said they needed control of my computer. They told me my computer needed other software suggesting that this would help solve the Yahoo problem. I was sold two packages for 189.99 and 179.99. They then told me they could not solve the yahoo email problem. I felt they used "bate and switch" tactics to sell me products I did not really need.

In the end they said I had to call Yahoo myself because they could not get through to them. They refunded the 179.99 but said they did the work for the 189.99 charge. I feel that they should have told me at the start of the conversation that they could not fix the Yahoo problem but would like to sell me some of their other products.

As a Senior citizen I felt they took advantage of me.Desired Settlement: I think they should refund at least part of the 189.99 charge.

Business

Response:

Initial Business Response /* (1000, 6, 2013/10/24) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We would like to apologize to Mr. [redacted] for this misunderstanding, it is not our intent to mislead or cause frustration in any situation. We try to always make our customers happy and it appears we failed in this instance.

After investigating this situation, it seems we were not able to effectively resolve Mr. [redacted]'s email problem. The original customer service representative should have refunded all money paid to us but mistakenly only refunded half of it. The rest of the money will be refunded immediately and should show up on his credit card in the next few days.

Again, our sincere apologies for this and we wish Mr. [redacted] all the best.

Review: Used high pressure, phishing techniques to perform work

On October 30, I clicked on a pop-up ad that prevented access to my aol email link. Shortly thereafter I received a call from iTok saying they would help me get into my email, tune up the pc, get rid of malware. I then received a receipt that included enrollment in a 'Gold plan' for $69.98 which would involve a recurring $19.99 charge as well as an additional $79.99. The people on the phone were very slick. I don't know much about computers and though somehow iTok was connected with AOL. The next day when I called to dis-enroll in this Gold plan, which I didn't understand to begin with, Someone named [redacted] offered to cancel it, but I was informed I would still have to pay $149.97 because 'the work had been done'. My niece subsequently called on November 5 and talked with [redacted]. [redacted] informed her that the fee would stand. Their intent was only to help, and "we fixed the problem, right?". It is our belief that iTok used phishing techniques to gain the sale which is illegal in the state of California. They gave me the impression that they were somehow 'official' and never really fully explained that they were a third party company. It is also my belief that they inserted the pop-up which generated the sales call, & caused the problem in getting into my email. They then went to work 'fixing' the problem they themselves had created,installed a new web browser, an anti virus protection(who knows if I would have then been charged for that). My niece, has since un-installed all of their program and has opened a payment dispute claim with my credit card company. It is despicable that companies like this prey on the elderly and take advantage of inexperienced people like myself.When my niece gets back from out of town, she will also be pursuing this via the District Attorney's officeDesired Settlement: I expect a full refund

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We also appreciate Mr. [redacted]'s niece, [redacted], and her concern for her uncle's wellbeing. We have taken time to research the events above, in order to identify the source of the issue and ensure the most effective resolution to this problem.

Of first concern is the matter of the pop-up ad. iTOK does not do any pop-up advertising at all. As Mr. [redacted] was attempting to access his email, he may have performed a search by mistake, and may have then clicked on a banner ad for iTOK. When this happens, the person will only get a call from us if they fill out a form--we don't just have them click on a pop-up and have it then go into our lead system. If Mr. [redacted] was unable to get rid of an iTOK ad after clicking on a banner, this would be consistent with a browser hijacker or other infection that restricts the closing of browser pages.

I listened to the recorded sales call to confirm whether deceptive tactics were used as described. At the beginning of the call, the sales rep identified himself as being with iTOK tech support. Mr. [redacted] asked our sales rep whether iTOK recently got involved with AOL. The sales rep explained, "No, you must have been searching for some kind of help, and you found us because we're one of the top technical support companies here in the U.S."

The iTOK rep observed that Mr. [redacted] had a number of issues on the computer that would contribute to difficulty in accessing email. The sales rep offered to remove problematic software, perform a tuneup to improve speed, and restore access to Mr. [redacted]'s email. The sales rep noticed that Mr. [redacted] had the Google Chrome browser on his computer. As Chrome tends to be the most secure and fastest browser, he offered to also make Google Chrome his default browser (no installation was needed). He also offered to make a shortcut on the desktop that would get Mr. [redacted] right into his email with a simple click, avoiding any need to type an address and accidentally search and happen upon advertisements in the future. This work was quoted at $149.97.

The sales rep further offered to enroll Mr. [redacted] in our Member Care Gold program, which would provide Mr. [redacted] with Trend Micro Titanium antivirus software (which has been rated highest in protecting against phishing software). Also included in the program is Mozy unlimited data backup, a free tune-up every 90 days, and discounts on future work if needed. The sales rep told Mr. [redacted] he could include the membership in the cost of the fix as quoted, and that it would only be an additional $19.99 per month going forward. We were not attempting to provide something Mr. [redacted] didn't need; we were attempting to provide services that would best ensure Mr. [redacted] didn't have similar problems accessing his email in the future, and to protect his computer from threats going forward.

While Mr. [redacted] informed us he had a subscription with Best Buy, we offered to provide our services in the comfort of his own home through remote tech support, removing the need to take his computer to a store. At the time, Mr. [redacted] saw the value in these services and expressed agreement to the membership. The invoice was adjusted to include the membership setup in the total cost of $149.97 as originally quoted for the one-time fix.

We recognize that many of our customers do not know much about computers. That is really the motivation for our business--to improve lives. We aim to meet our customer's needs, whatever their skill level and regardless of age. We never attempt to take advantage of someone's lack of knowledge and make every attempt to explain the situation and the ways that we can help. We do not use phishing techniques, but rather attempt to protect our customers against phishing from other sources.

When Mr. [redacted] later informed us that he did not wish to continue with the membership, we promptly cancelled the membership and eliminated future billing under the same. In the end, Mr. [redacted] paid only the $149.97 originally presented as the cost for the fix.

We regret that there seems to be some misunderstanding on the part of Mr. [redacted] and [redacted] as to the original condition of the computer, what was purchased, and what work was performed. I called both Mr. [redacted] and [redacted] in regards to this Revdex.com complaint, but was unable to reach either. If they feel the tuneup work, malware removal, settings adjustments, shortcut creation, and email restoration were not worth the $149.97 paid, we are happy to discuss an amicable resolution. Please ask to speak with [redacted].

Review: I was told I could cancel my agreement for a period of ten days it I was not satisfied. I requested a refund on April 4. I never received a refund.

On April 2nd I was attempting to reach the Best Buy Geek Squad and reached Itok by mistake. I talked to [redacted] ([redacted]@itok.net) He convinced me his company offered a better service, and told me if I was not satisfied I could get a full refund if I cancelled within ten days. I was to get a call from the company that evening which never happened. At the end of the second day, even after sending [redacted] an email I got no response. The next day , April 4th I cancelled and requested a refund. I had the Geek Squad of Best Buy deleted any traces of Itok from my computer that day.Desired Settlement: After my request for a refund I heard nothing from the company and never received a refund. Thank you.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/04) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

Mr. [redacted] contacted iTOK through our website and requested help using his new computer. As the iTOK diagnostic technician explained our services to Mr. [redacted], at no time did the iTOK representative mention anything about a 10-day cancellation policy. All work performed by iTOK technicians comes with a 5-day satisfaction guarantee, wherein we will perform additional work to resolve any problems that occur within the 5 days, and then provide an additional 5 days each time work is performed. This is normally explained at the point of sale. However, in Mr. [redacted]'s case, the technician failed to discuss the guarantee at all. Although this information is included in the terms and conditions (which Mr. [redacted] agreed to before his purchase), our diagnostic technicians are instructed to always review the 5-day guarantee with the customer, so as to avoid exactly this kind of confusion.

The iTOK technician who worked on Mr. [redacted]'s computer performed a new-computer setup to the specifications requested by Mr. [redacted]. This work was completed without issue. Upon completion of the work, the technician informed Mr. [redacted] that another iTOK representative would call him to perform an orientation that would help Mr. [redacted] become familiar with the use of the iTOK software. Regrettably, this promised phone call was never made. Not having received any subsequent phone call from iTOK, Mr. [redacted] emailed the diagnostic technician with whom he had originally spoken. Unfortunately, the email was overlooked and received no response. Mr. [redacted] was left with questions regarding his iTOK membership and the use of his iTOK software. Not having heard from us, and with questions as to the security of his personal information, Mr. [redacted] understandably had our software removed promptly.

These are foreseeable concerns, and iTOK has policies meant to ensure frequent communication with the customer at the initiation of an iTOK membership in order to immediately clear up any concerns. Unfortunately, this communication standard was not adhered to in this case. We apologize for the inconvenience, frustration, and worry that this caused Mr. [redacted].

On 7/28/2014, we attempted to reach Mr. [redacted] to discuss. Unable to speak with him, we left a message informing him that we had determined a full refund was appropriate in his case. We have refunded his invoice in full and hope he finds this is a satisfactory resolution to his issue.

Review: Business was listed as third party on ATT site while seeking technical help. Sold me on Contract

for $108 (from my checking acct)ssist call billed!

Stupidly I let ITOK rep [redacted] talked me into a contract for $109.97. This company was shown on ATT site as a third party to help resolve problems. I assumed they were legitimate because of ATT link (company name not shown on page.. just additional source for help) They deducted membership from my cking account. There was to be a $20 per month fee that I did not want pay but was convinced that covered additional services.

I called when I encountered a problem latter on and I was billed again. Sent them an strong e-mail and indicated I was upset (their additional charge left me overdrawn and they should issue a credit. I also told them I thought they were operating a scam. I have spoken with several ATT reps and no one seems to know how they accessed the ATT site to include them as a third party, plus no one has heard from them. In my e-mail I did say I would use every method available to let others know to watch for these people and not to trust their links to other sites if they were encountered. If they are a legitimate business you would think they would have contacted me to resolve the issue. They had full access to my computer and they did rectify the problem but they did not. Now my e-mail account has been hacked and neither ATT, U-Verse or Geek Squad can resolve the use. It appears the problem may be n caused by this company in retaliation for my message. I have called several times to personally cancel the stupid contract and have advised the bank not to honor any additional withdrawals. This to is costing me a fee by the bank. ALL OF THIS AND I STILL CANNOT GET IN TO MY E_MAIL - even with ATT, U-Verse and Geek Squad all working on the issue!!!

Desired Settlement: I want a full refund of $109.97 as well as all of the other fees they have charged me. [redacted] assured me the contract could be cancelled at any time. I can't use e-mail to notify them and I have called several times only to be on a constant hold. I want in writing and mailed to me by US Mail an acknowledgement that all records

and files which contain my personal information

destroyed as well as the names and addresses of all of heir employees who have or had access to my information. This info is to protect me from any future damage they [redacted] cause to me monetarily or to my computer!

If you have any questions, feel free to contact me. I am still seeking info from ATT Corporate on how this company was allowed to become a part of their web site.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/24) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We apologize for the problems that Ms. [redacted] has had with us, please be assured that we take great care to make sure that all of our customers have a wonderful experience with us. When we do fail, we want to do everything we can to make it right and learn from these experiences so we don't make the same mistakes going forward.

Please allow us to help correct a few misunderstandings in this situation.

At this point in time we do not have the capability to accept checks or use bank accounts for making payments. This is an upcoming addition that we are hoping to have in place by the end of the year, but in the 10 years we have been in business, helping hundreds of thousands of customers, we have only used credit cards. This is true for Ms. [redacted] as well, we do not have access to her bank account information.

We have looked through our email records and cannot find any emails from Ms. [redacted]. There are no records on her account that someone received one and then deleted the original email. It is possible that there could be a good reason for why we did not get anything, she did say she continues to have email issues currently.

The only fees which have been charged, are the original $109.97 which got the issue fixed, and then one monthly fee of $19.99 which she admits that she agreed to. We will happily refund the $19.99 as it appears she tried to contact us to cancel her monthly membership before we charged her for this.

When we fixed her original problem, she filled out a survey and rated us 9.5 out of 10 for the entire group of questions we asked. The issue was clearly fixed and she was happy with it. We offer a five day satisfaction guarantee which means if the problem comes back within five days we will cheerfully take a look at it and do what it takes to make it right. We did not get any phone calls, chats, or emails to alert us to the fact anything was not right.

We are sorry that Ms. [redacted] is still having problems and can attest that we are not responsible for the problems she is currently having, in the strongest possible terms. It is unfortunate that someone would hack her accounts but rest assured that we do not conduct business that way and abide by the highest standards of ethics and integrity at all levels.

We hope that this resolves the complaint and wish Ms. [redacted] the best, and we are ready to assist if she chooses to give us another chance to show her that we care and want to help.

Final Consumer Response /* (4200, 11, 2013/11/06) */

It is apparent the business is not going to rectify the situation. They issued one credit for $19.95 but not the remainder withdrawals. I find it amusing that in their response to you that they do not have the capability to accept checks or use bank accounts for making payments!......"we do not have access to her bank account information". Strange statement since they put through $109.97, three charges of $19.95 and they just put through a credit for a one time $19.95. They claim they did not receive my e-mail cancelling the account, calls, or chats to alert them to a problem. I guarantee you I called many times and was put on hold forever. Never could speak to a representative or anyone else. I could go through my cell bill and furnish the number, dates and time spent tying to reach a technician or someone who could answer questions. A part of their parting statement ........"abide by the highest standards of ethics and integrity at all levels". Shame on these people!!

I do not recall completing any survey form but it is possible since I was pleased to have the problem solved - thinking all along that I was dealing with a reputable firm

If you goggle this companies name, you will find complaints of similar nature from other former customers across the United States.

ATT has fixed my problem and the laptop is working fine - so well that I received an e-mail from ITOK this morning!!!!! Interesting that they apparently have NOT removed all of my information from their system!!!!

I want a letter from one [redacted] assuring all my information in their systems have been removed and deleted!!!! Coincidently this same person is listed in many of the complaints I read as referenced above.

At this point, it is apparent the company is not going to cooperate with you or me! Resolution can only be reached by my receipt of a letter, on company letterhead,

and sent registered mail to my home. They have all that information too!

My banking account info has been changed to protect me from any further scamming. The bank is also monitoring the account for me.

Forget about the money - they are not about to reimburse anything. I sincerely appreciate the help and assistance of the Revdex.com. Once I receive

the requested letter, you can close this case. I am hopeful you will request (or in this case demand) a copy of the letter. Do not take their word that the letter has been written and sent.

Final Business Response /* (4000, 13, 2013/11/12) */

We are sorry that Ms. [redacted] is dissatisfied with our response to her complaint. Nothing in our original response was anything but factual and honest.

It is true that there are complaints about our organization, and we take them seriously and where appropriate, make changes to ensure that we better ourselves. We are human and make mistakes, and the feedback we receive helps us. In the many years we have been in business helping hundreds of thousands of customers, we are bound to make a few mistakes along the way, as is any company you search for on the Internet these days. It's what we do with the information that matters, and we use it wisely.

We have addressed all the other issues previously and have ensured that Ms. [redacted] does not receive further communication from us, as per her request.

Review: This is a case of fraud. No charges were authorized to post to my account. I have no idea how they got my credit card number.

I do not know how itok found me. I never heard of them before. I first heard of them when I looked at my american Express bill and saw their charges for $189.97.

I called my internet company because I suspected someone trying to get into my Email. Next thing I knew I was talking to a charming gentleman who was setting me up with something called Trend Micro. (a free internet security service)

This is all I know about the possible connection between Itok and trend Micro. Please will you help.Desired Settlement: I want the charges taken off my american Express bill

Business

Response:

Contact Name and Title: [redacted], Customer Coms Specialist

Contact Phone: [redacted]

Contact Email: [redacted]@itok.net

Thank you for the opportunity to address this. We have gone ahead and emailed the recording of Ms. [redacted]'s initial conversation with our representative to her so that she can listen again to what had been discussed. If after listening to the call she still has concerns we can address those further at a later time.

Consumer

Response:

Briefly, I do not agree with charges on my American Express bill from ITOK. Please see letter I sent you in February with details concerning this.

Trend Micro says there is a recording in which I agreed to pay the $189.97 and they would send me a copy in the mail.

The tape (copy) of this recording never arrived. I called customer service on 3. 7. 14. (Customer Service # is ###-###-####) *note.The date on my bill from them is 2. 5. 14

When I called on 3. 7. 14 I spoke to [redacted] Who told me the tape was mailed to me yesterday..

I called again on 3. 10. 14. and spoke to [redacted]. He assured me the tape was sent out and would arrive in a few days.

The tape did not arrive. I called again on 3. 14.14. and spoke to [redacted]. She said the tape was sent but it came back to them. She didn't know why. She said it was sent again and it would arrive soon.

I believe there is a limit on the time in which Revdex.com will stay on the case and they may be stalling to their advantage.

Today 3. 17.14 the tape (dvd) arrived in the mail. There is nothing at all on the tape in which I agreed to pay them anything at all.

I thought perhaps I am missing something and so I went over to "Best Buy" and asked them if they would be kind enough to help me listen on their equipment. I listened several times.

THERE IN NOTHING ON THIS TAPE WHERE I AGREED TO PAY THEM ANYTHING AT ALL. IF YOU WOULD LIKE I WILL SEND YOU THE TAPE SO YOU CAN HEAR IT FOR YOURSELF. PLEASE LET MR KNOW IF YOU'D LIKE ME TO DO THAT.

THANK YOU, so much for any help you can provid. It is very much appreciated...[redacted]

Review: Agreed service $100 settlement was not complied with. No specifics were detailed. However, the company left purchaser with a big NOTHING.

Original contact with ITOK alluded to no charges. However, hi-pressure tactics included some several hours on-line, etc. and ended up with my approval of $200-plus. When it did not complete basic clean-up I spent another several hours on-line and finally agreed to $100 total payment, expecting (but not defining) some limited service with the minimum being a computer clean-up. Nothing was received. This being the case, as a minimum, I feel my C-note should be refunded. I still get garbage pop-ups and such.Desired Settlement: I've received NO service and should have a refund. I do not wish to spend additional time on this item. The C-note has been taken from my VISA account.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/15) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback. We have taken time to research the events above, in order to identify the source of the issue and ensure the most effective resolution to this problem.

According to our records, Mr. [redacted]'s relationship with iTOK began when he was experiencing problems accessing his email. On 7/30/14, an iTOK representative contacted Mr. [redacted], connected to his computer, and found malicious software that had been downloaded onto Mr. [redacted]'s computer, likely inadvertently. This software was causing issues of slowness and redirecting webpages, preventing Mr. [redacted] from reaching the websites he desired to visit, and preventing access to his email.

The iTOK representative quoted $229.96 to remove the malicious software, perform a full tune-up on the computer, restore access to Mr. [redacted]'s email account, and provide Mr. [redacted] with a preventative maintenance plan. The plan would include the highly rated Trend Micro Titanium antivirus software and unlimited data backup through Mozy. The plan would also provide a free tune-up every 90 days, as well as 24-hour access to our technicians through the iTOK helpdesk. The iTOK rep quoted $19.99 monthly for the membership, with the setup fees and first month included in the $229.96 price.

When Mr. [redacted] approved the transaction, the iTOK technician then performed the requested cleanup, removing a number of malicious programs, adware, and junkware. The technician installed the iTOK membership software successfully, enabling the antivirus protection, data backup, and iTOK helpdesk. The technician restored access to Mr. [redacted]' email and set his homepage to Charter.net on all 3 of Mr. [redacted]'s web browsers. The technician also created a desktop icon and enabled auto-login so that it would take Mr. [redacted] directly into his email going forward. Upon completion of the work, the iTOK technician showed Mr. [redacted] how to use the desktop icon to get into his Charter email account, and verified that the shortcut worked. Later that day, another iTOK representative called Mr. [redacted] to verify Mr. [redacted]'s satisfaction of the work performed and provide an orientation for his membership. The iTOK representative got connected to Mr. [redacted]'s computer and showed him how to use the iTOK membership software, including the helpdesk, antivirus, and backup software.

We inform each customer at the point of sale that we guarantee our work for 5 days, during which time the customer may contact us and we will perform any additional work needed. This 5-day guarantee was explained again at the orientation given the day after the work was completed.

Mr. [redacted] contacted us shortly after his orientation because he was having trouble getting access to his email. Our technicians performed diagnostic work on the computer, attempting to log in with each of Mr. [redacted]'s three browsers. Our technicians soon determined that Charter was experiencing outages in Mr. [redacted]'s area and explained to the customer that he would need to wait until Charter resolved their server issues to resume use of his email.

We followed up with Mr. [redacted] the following day. Mr. [redacted] explained that he felt we had pressured him into agreeing to the transaction. We listened to the recorded phone call to verify the integrity of the sale. Indeed, at the beginning of the call, Mr. [redacted] asked whether there would be a charge for the call and the sales technician assured him the diagnosis would be free, and that he would point him in the right direction for any additional work he might need. When the sales tech found malware on Mr. [redacted]'s computer, and that this malware was affecting Mr. [redacted]'s access to his email, the technician explained the effect and gave Mr. [redacted] options for repair. The technician explained that Mr. [redacted] could have a technology-savvy friend remove the malware and restore email access, could take his computer into Best Buy and have their technicians remove the malware, or could have our technicians remove the malware for a flat rate of $229. The iTOK membership was also offered, as explained above. When Mr. [redacted] opted to have iTOK perform the repair work, the sales technician then presented a work order on Mr. [redacted]'s computer screen and explained the details of the repair work and membership. Mr. [redacted] then provided his credit card information. Only upon Mr. [redacted]'s oral and written approval, the sales technician transferred the information to the repair technician, who would then commence the repair work.

As the above steps were taken in the initial diagnostic call, we confirmed that Mr. [redacted] had made an informed decision with alternatives presented to him as viable options if he did not wish to have iTOK perform the work. In the follow-up call, Mr. [redacted] requested to cancel his membership. Mr. [redacted] also explained that he had advised his bank not to honor the $229 charge made by iTOK to his credit card. In good faith, the iTOK representative offered to refund the membership setup and first month fees, as well as an additional portion in light of any misunderstanding and dissatisfaction by Mr. [redacted]. A refund of [redacted] was accepted by Mr. [redacted], who agreed to call his bank and withdraw his previous dispute to the iTOK charge. iTOK retained only $100.00 as payment for the work performed by our technicians.

Honoring that agreement, that same day (7/31/14) we canceled Mr. [redacted]'s membership and issued a refund of [redacted] This credit should have appeared on Mr. [redacted]'s account within a short period thereafter, depending on how quickly his bank processed the purchase. As this process sometimes takes a few weeks, we are hopeful that the refund has appeared on Mr. [redacted]'s bank statement in the meantime since Mr. [redacted] filed this complaint. Mr. [redacted]'s cancellation of his membership the following day also resulted in cancellation of his antivirus protection through Trend Micro. This would end protection against future adware and malware, which would explain subsequent problems with popups and the like.

We certainly understand the frustration that customers feel when they pay to have their computer fixed and then experience similar problems again shortly thereafter. The iTOK technicians verified completion of the work on Mr. [redacted]'s computer and were successful in restoring email access. Subsequent issues were due to circumstances on Charter's end. Usually such problems are resolved by the internet service provider within a few days, and Mr. [redacted] should have had email access again shortly thereafter. Upon receipt of this complaint, we attempted to reach out to Mr. [redacted] to discuss this issue further, but were unsuccessful. We are sorry Mr. [redacted]'s experience with iTOK fell short of his expectations. We hope Mr. [redacted] appreciates our position. As we issued the refund originally agreed to, at the time and in the amount promised, we hope Mr. [redacted] can now confirm the refund in his records and finds this an appropriate resolution.

Review: They scammed me into buying their service.

I had a problem with Verizon webmail. It looked like their page but when I tried to contact with an e-mail problem, iTOK popped up with "We can help you". Like a dummy I thought I was still dealing with Verizon or an affiliate. I suspect the problem was planted by iTOK so they could sell their service to me.Desired Settlement: A cessation of their services and removal of any "electronic footprints" they may have left on my computer. Here you go: I want a new computer!

Note that the e-mail I listed is at work since I don't trust mine at home any longer.

Business

Response:

Initial Business Response /* (1000, 5, 2014/03/18) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

THank you for bringing this complaint to our attention.

Ms [redacted] had contacted our company on 3/3/14 requesting help accessing her email. Because this is a common problem that our technicians are able to help with, we agreed to the work. Upon additional inspection of her computer, we found that she had many viruses in her computer, including a fake antivirus that was itself, a trojan horse virus. We let her know that we could help with this as well and quoted her a price and she agreed to that, and our Gold membership which would provide her with an authentic antivirus, memory backup, tune ups every 3 months, and a 20% discount for future work, with a monthly charge of 19.99.

We regret and are saddened that Ms [redacted] had never contacted us to let us know that she did not wish to keep the membership plan. However, in compliance with her request in this platform, I have deactivated her membership, stopped future billing to her account, and sent her an email explaining step by step how to remove our software from her computer.

Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I did not contact them. They intruded on Verizon's page. I also contacted them at the e-mail address they left with me that I did not want to keep their services...the monthly plan.

As far as ever letting them "near" my computer again, if I ever decide I want to use the computer again, I will purchase a new hard drive as I do not trust these hackers not to have left harmnful things on it.

Final Business Response /* (4000, 9, 2014/03/25) */

Upon inspection of Ms. [redacted]'s account history, I was able to locate the URL of the site that she is referring to. The website that we received her information from is:

The website linked above is maintained and managed by us. Consumers looking for help with their emailin this case, Verizon webmailwill search for help online, and a link to this website will appear, inviting customers to request a phone call and help with their issue. Our technicians assist customers with email problems on a regular basis.

We do not have access to Verizon's websites, nor are we an affiliate. We would like to help Ms. [redacted] understand this, as well as assure her that 1) her membership has been deactivated, and 2) we do not have access to her computer. We do not have the ability to access anyone's computer without direct permission and approval, which is verified manually by customers on their own computers.

If our software is still on Ms. [redacted]'s computer, it is inactive and can be removed by following these steps:

Click the "Start Menu"

Click on the "Control Panel"

Windows XP: select the icon "add/remove programs"

Windows Vista or Windows 7: select "programs/features"

A list of programs will be shown alphabetically.

Uninstall the following programs:

-iTOK HelpDesk

-iTOK Backup

-Trend Micro Titanium Maximum Security or Trend Micro OfficeScan Client

Click on "Uninstall" or "Uninstall/Change", then follow the prompts

We hope that this answers all of Ms. [redacted]'s questions, and eases her concerns.

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Description: Computers - Service & Repair, Computer Consultant

Address: 3400 N Ashton Blvd Ste 260, Lehi, Utah, United States, 84043

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