iTOK.NET

Review: I accepted offered services for one time only but iTOK kept making monthly charges to my credit card.

I accepted on Feb. 2014 iTOK internet offer to clean my laptop computer off viruses, only once, (there were no viruses in my computer). iTOK kept making unauthorized monthly charges to my credit card until I cancelled it. iTOK is now sending me collection notices for $319.84 which I do not owe and refuse to pay.Desired Settlement: Cancel bogus debt.

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.

According to our records, Mr. [redacted]'s relationship with iTOK began when he was having trouble sending emails from his new address and contacted us to resolve this issue. An iTOK technician then worked on both Mr. [redacted]'s laptop computer and his desktop computer. Settings were adjusted to restore account access and ensure ease of use. The technician also performed a full virus scan, removing all threats found, and a full tune-up of each computer.

The word "virus" is a fairly technical term that denotes a specific type of "infection." The technician who worked on Mr. [redacted]'s computers did not note any viruses, but did identify and remove a number of infections and threats, including problematic toolbars and adware. 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].

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 antivirus software, unlimited data backup, quarterly tune-ups, and discounts on any future work. The purpose of this membership is to set up the customer's computer in a way that best ensures both future protection and ease of use. The customer is informed that they will be billed monthly for these ongoing services and that they need only call and tell us if at any time they wish to discontinue their membership. We apologize that this was not communicated to Mr. [redacted] in a way that was clear to him.

We sent regular emails to Mr. [redacted], reminding him about his membership and notifying him when it was time for a quarterly cleanup. When monthly billing began to go unpaid, our system began sending monthly notification emails regarding his past due account. Not having heard from him with any request to cancel his membership, we continued his membership so as not to abruptly end the essential antivirus protection and data backup we had agreed to provide for him. When the passage of time indicated clearly that Mr. [redacted] no longer desired a relationship with iTOK, we went ahead with the cancellation of his membership and attempted to collect for services rendered under his membership that had gone unpaid.

Upon notice of Mr. [redacted]' complaint, we attempted to contact him to resolve his issues. While we were unsuccessful in our attempts to reach Mr. [redacted], his complaint clearly indicates that he did not want our services for some time. We regret that we were not informed of his desire to discontinue his membership earlier. We have determined to honor Mr. [redacted]'s request to forgive all debt accrued to his iTOK account and have left him a voicemail message confirming the same. We further regret that we were unsuccessful in our attempts to reach him to explain the above and ensure his satisfaction. We apologize for the miscommunication in his interaction with iTOK and we hope that he finds this a satisfactory resolution to his experience with us.

Review: I was charged that amount for services that were not rendered. My computers haven't worked right since they worked on them.

Problem dates were Nov.7-15, 2013. I found this service on line which was a big mistake. They worked on my computers every day since the 7th for which they charged me $259.97. I was told about a fee of $19.00 a month for some golden service to which I denied as I told them I couldn't afford any additional fees. When I talked to a [redacted] this morning she told me they had me signed up for that, that is not true. She proceeded to tell me that the problem I had today would be an additional charge. I told her I wanted a refund and everything they had installed on my computers removed as they hadn't worked right since they installed everything and started working on them. I believe it is a sure scam to get more and more money from you. I told her I was going to notify the Revdex.com and hung up, thoroughly disgusted.I paid the $259.+by a credit card and told her there better not be any additional charges and I wanted a complete refund.Desired Settlement: I want my $259.97 refunded and if they charged me anything more. I also need them to apologize something for what they put me through day after day. Hours on the phone and stress!!!!

Business

Response:

Initial Business Response /* (1000, 9, 2013/12/12) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We sincerely apologize for our delay in responding to this request, it was not intentional and apparently slipped past us.

Ms. [redacted] has asked for her money back for apparent ongoing problems with her computer. In researching this request, it appears we did an extensive amount of work on the computer, over the course of several days and each time the technician made notes that the issue was fixed and verified. Each time Ms. [redacted] filled out a survey saying it was fixed and she was totally happy with it.

We were working on two of her computers and from the complaint it sounds like there may have been something going on with one computer after all the work was done. We are willing to refund half of her money for the one computer in a gesture of good faith. As $69.98 has already been refunded, the remainder of refund will total $60.

We apologize that Ms. [redacted] did not have the world-class experience we want for all of our customers, it appears a lot of effort was made. We wish her all the best for the holiday season.

Review: I contracted with them to fix my computer. I called to cancel and they did not get back to me. Now will not give me back original fee.

I contracted with ITOK on 1/7/2014 to fix my computer. I was told that if they couldn't fix it I would be able to get a refund They were on the computer for hours and hours. I needed to be there because when they restarted the computer it would not automatically reconnect to the internet. Unfortunately, when I got onto the computer again, it continued to have the same problems. I waited until the end of the week to call and told them it was not going to work out and I wanted a refund. They told me "no". I explained that the salesperson told me that I could when he signed me up. The woman said that she would listen to the conversation and get back to me. I started to ask her when and she hung up. Needless to say I never heard back from anyone. It was a month before I was able to get a hold of someone again and I thought that I would give it another try. Again, I was on the computer with them for hours and hours. I don't know what time she finished ,but I fell asleep at 11pm. The woman tech was very nice, but unfortunately the problems persist. I called to get it fixed again and they said that I would have to pay more to buy into a different level in order to get further service!! I was flabbergasted!!! I told them that I wanted to cancel my service and explained the problems. They said that they would refund the fees for the last 2 months. I figured I couldn't fight so I said OK. However, they only refunded 1 month and I had to call again today to get the other month that they promised originally. Now I believe that I should have been refunded the initial sign up fee when I asked for it as that is what I was told would happen when I originally signed up. They do not seem to be doing business in an honest way. I am now out almost 150.00 and have to take my computer to a place and pay again.Desired Settlement: The initial fee that was charged was 149.97. I want that refunded as they originally told they would if I was not happy with their service.

Thank you

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/10) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

Thank you for providing this opportunity to address Ms [redacted]'s complaint.

We have reviewed all of Ms [redacted]'s account history and have also listened to the initial call between her and our representative at the time that she had set up her membership. She was told that we provide a 5 day satisfaction guarantee. This guarantee is described in 2 emails she received that same day as well as in the Terms and Conditions that she agreed to before the work was started, as being a re-work guarantee. Meaning that if she were to find any problems within 5 days of our work, she could contact us back and we would service her computer again for no additional charge. Anything outside of these 5 days are considered new issues and though discounted, still is not covered as rework. At no point was it stated that this was a refund guarantee.

When Ms [redacted] spoke with us 7 days after the completion of the work on her computer, our representative offered to have a technician work on the computer again at no cost, even though the 5 day guarantee had already expired. She stated on the call that she was told that she can call within 7 days if she was not satisfied and get her money back. After listening to the call, as stated above, we found this was not the case.

She mentioned in her complaint that she was told later on that we would not help her unless she upgrades her membership. I apologize for this misunderstanding. What our representative was stating is that in order for us to do work following the 5 day guarantee there is a discounted cost. However, if she were to upgrade her membership from Gold to Platinum, all additional work on her computer is for no additional cost.

We are very sorry the Ms [redacted] feels that the work was not satisfactory. We want her to know that we are always here to help and it was definitely not our intent to garner any mistrust or cause any frustration to her. Because she states that the work was not completed, and because we can see that it was a misunderstanding of the guarantee that caused her to wait beyond the guarantee period, I have refunded her initial cost of 149.97. We know this may not completely restore her faith in us and that she may not wish to give us another chance but we hope that she will reach out to us if help is ever needed again.

Review: I did not authorized any money to come out of my account. I was not satisfied with the service the first time and they made a refund then.

I did not authorized any money to come out of my account. They are saying that I join some kind of membership and I didn't. If I was not satisified with the initial service why would I then sign up for other membership. I talk to them twice. The first time I was told that they would get back to me. I had to call them back. They then said that they would refund one month of payments but not anything else because I waited to long to contact them. I then explain to them that this was a school account so I hadn't been paying any attention to it because there was no money in it. When I received my school grant in February of2014 I notice that they were taking money out. I then called them and tried to explain to them what happen but I was told it was to late.Desired Settlement: I want $59.97 refunded to me and stop all payments.

Business

Response:

Initial Business Response /* (1000, 5, 2014/03/06) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

Thank you very much for bringing this to our attention. We apologize for the misunderstanding. When Mr. [redacted] contacted us back 10/10/13 and asked for a refund because of one of the issues that he was having with his mouse, which ended up being a hardware issue. We had agreed to a partial refund and had refunded [redacted] back to him.

He had at that time agreed to our Gold membership plan which provides him with Antivirus, Memory Backup, computer TuneUps every 3 months, and a [redacted] discount for any additional services, which includes a [redacted] monthly charge. At the time that he had requested the partial refund there was no mention of a desire to cancel the membership that he had agreed to and we believed that he did not desire that.

We apologize for this misunderstanding and miscommunication and because we can understand now that he did not intend to keep the membership at that time, we will refund him of the [redacted] that he was charged following his call to us on 10/11/13. Also, not that his account was canceled as of 2/24/14 and no further charges will be billed to his account.

Review: Contracted on line to have them set/repair email, they did nothing.

They gave me all kinds of excuses of why and tried to put the blame on me, not ha

They took my money and gave no service for $149.97 and later took $50.00 more for what ever reason, that was not authorized.

They said that they would give me a partial refund and then they took the $50.00, what a bunch of crooks...Desired Settlement: Please send me a check with the $199.97 enclosed.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

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, when Mr. [redacted] contracted with us to repair his computer and email, an iTOK technician remotely connected to his computer and ran a cleaning program to initiate the process. The technician then rebooted the computer to install software updates but in the process for the technician lost the connection to Mr. [redacted]'s computer. Unable to reconnect to the computer without Mr. [redacted]'s assistance, the iTOK technician called Mr. [redacted], but he was not home. The iTOK technician re-scheduled to call that night, when Mr. [redacted] would be back home. The iTOK technician documented multiple attempts to reach Mr. [redacted] without success. The following day, Mr. [redacted] informed us that he did not want us to continue work on his computer and would like a refund. Mr. [redacted] was directed to a supervisor. The supervisor offered to complete the work as initially requested. When Mr. [redacted] did not accept this offer, the supervisor determined that a partial refund of $50 was due in light of the work that had already been completed.

When I spoke with Mr. [redacted], he indicated that the iTOK technician never left any messages for him. We regret that communication with Mr. [redacted] broke down in this manner.

Mr. [redacted] was very understanding in my conversation with him. I explained that iTOK had not charged him an additional $50 but had in fact refunded $50 as a partial refund in light of the work already performed. Upon speaking with Mr. [redacted], it became clear that although our technician had performed work, the work was not sufficient to address Mr. [redacted]'s needs and subsequent communication had fallen apart. I therefore determined that a full refund was in order. Mr. [redacted] has now received a full refund of his initial purchase (the previous $50 refund and a refund of $99.97 issued today). Mr. [redacted] expressed his satisfaction with the resolution.

Consumer

Response:

So far so good, I was contacted by ITOK and they said that they will refund my deposit. I should get it in a week or two, I'll see..

Thank you for your intervention, very timely.[redacted]

y father passed away on 12/29. I called to cancel his automatic payment to his credit card on 1/5. They still billed me for January, because they posted the January payment on 12/28. They are charging the entire month of January to someone who is dead. Every other company we dealt with refunded payment from the point of cancellation. This company is horrible.

Review: I am 70 yrs. old, on disability, and live in Florida. Maybe you can help.

Sometime in Oct 2014 I received a pop up on my computer stating I had numerous problems with my computer.

A month later realized I could of purchased a new computer for what I spent on this service. And told by a friend would of taken 10min to clean up cookies or any other problem. Since purchasing the plan my computer has been slower.

I sent two letters and E-mails requesting refund of 409.97 only to be ignored.Desired Settlement: refund of 409.97

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.Of first concern is thematter of the pop-up ad. iTOK does not do any pop-up advertising at all. As Mr.[redacted] was attempting resolve internet error messages, he may have performeda search by mistake, and then clicked on a banner ad for iTOK. When thishappens, the person will only get a call from us if they fill out a form—wedon’t just have them click on a pop-up and have it then go into our leadsystem. The iTOK rep observedthat Mr. [redacted] had a number of issues on the computer that would contributeto pop ups and error messages. The sales rep offered to remove problematicsoftware, perform a tuneup to improve speed, and address Mr. [redacted]’s InternetExplorer error issues. The sales rep further offered to enroll Mr. [redacted] inour Member Care Gold program, which would provide Mr. [redacted] with Trend MicroTitanium antivirus software (which has been rated highest in protecting againstphishing 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. Mr. [redacted]agreed to pay iTOK $409.97 to have his computer issues resolved, to have hiscomputer fully cleaned up and optimized, and to commence an annual Member CareGold membership with iTOK.All work performed byiTOK technicians comes with a 5-day satisfaction guarantee, wherein we willperform additional work to resolve any problems that occur within the 5-days. Mr.[redacted] contacted us within the 5-day guarantee and requested to talk with hisoriginal sales representative. Mr. [redacted] informed his sales representativethat he was having issues accessing information on Match.com and had beeninformed by Match.com that the issue resided in his need to clean his computer.Naturally Mr. [redacted] was concerned that iTOK had not completed the agreedupon computer cleaning. He expressed his concern with fraudulent companies andwanted to confirm iTOK’s validity. The iTOK sales rep confirmed iTOK’s standingas a US-based leading tech Support Company, citing our Revdex.com accreditation,and re-explained our 5-day satisfaction guarantee. The iTOK sales rep further explainedto Mr. [redacted] that if he was still unsatisfied with the work, he would havethe option of a refund. It is not iTOK policy to issue a refund, but rather toprovide re-work until the customer is satisfied. If we are unable to fix theissue, then a refund may be granted. However, this was not explained accuratelyto Mr. [redacted]. The iTOK sales representative then transferred Mr. [redacted] toan iTOK technician, who resolved Mr. [redacted]’s issues, restoring access toMatch.com. Mr. [redacted] sent arequest for additional tech support on November 14, 2014 and was offered anupgraded Platinum membership, providing him with unlimited tech support for anadditional $110.00 annual payment, or a one-time Basic Care tech support for$79.99, with Mr. [redacted]’s current membership discount. Mr. [redacted] expressedconfusion to the additional cost, as he was under the impression he wouldreceive tech support for free with the Gold annual membership. In a desire toprovide Mr. [redacted] with exceptional customer support that best fit his needs,iTOK offered to upgrade his Gold membership to our Platinum membership for free.Unfortunately, before the Platinum cancellation terms were discussed,communication was lost. iTOK’s customer service attempted to reach Mr. [redacted]via email to provide him with information regarding his upgraded Platinummembership. This regrettably led to further confusion on Mr. [redacted]’s partand his request to cancel. We regret that further action to call and discussthe upgraded membership services was not made, to ensure Mr. [redacted]’s understandingof the added benefits and to restore his confidence in his decision to purchasea year of the iTOK Member Care membership.Upon receipt of thiscomplaint, we looked further into this issue and reviewed iTOK’s correspondencewith Mr. [redacted]. We regret that we failed to respond to Mr. [redacted]’s lettersand emails regarding refund options in a more timely manner. We were surprisedto discover that indeed Mr. [redacted] was told he could get a full refund if hewas not satisfied with the work. Unfortunately, our customer service reps wereunaware that this promise had been made. We are grateful that this wholesituation was brought to our attention, and our sales and customer servicerepresentatives are being coached and trained accordingly.We regret that theprice of this learning opportunity for some of our employees was a poorexperience for Mr. [redacted]. As the sales representative promised Mr. [redacted] hecould get a full refund, we issued a full refund of Mr. [redacted]’s payment on 2/04/2015.We reached out to Mr. [redacted]to discuss the above and inform him of the refund. Mr. [redacted] expressed hissatisfaction at the resolution. Mr. [redacted] was very gracious in ourconversation and we appreciate his understanding.

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: I was charged for service under false pretense. I was told I could recoup anti-virus ware after taken off computer; they want more money to do so.

Sept. 26 I was unable to get into my e-mail. I tried to change my password with AT&T online and was unsuccessful. When I typed in At&t again, I got I-tok's phone # by mistake. I called iTok and spoke with a gentleman who told checked my computer and told me I had a virus in the computer and needed to take it to either Staples or Best Buy. He showed me the add for Staples where I would be charged $238 to get rid of virus. When I said that was a lot of money, he said I-Tok could do it for$229.99. I said I had a computer guy who usually works on my computer at home, and he said they could NOT work on my computer in my home..it needed more high tech equipment. So I agreed to pay the $229.99. He also told me I should sign up for the anti-viral ware they supply at $19.99/mo. I told him I already had it and he said it didn't seem to be working well, and so I agreed to have it installed. The tech proceeded to work on my computer, but I still had to call AT&T to get a new password. Once I called AT&T my e-mail came through. The I-Tok tech told me she found no virus, but cleaned up the outdated programs. The next day I called to opt out of the security program which they said I could, and asked to have my old anti viral ware replace(the tech said they could do this). I talked to three different people and they all agreed it would be done. I was told the tech would call me the following day at 1:00pm to have the work done. Well, no one called so I called at 5:00PM and tried to explain to a rep. the circumstances. We got disconnected. When I called back another gentleman explained the order was cancelled because I had cancelled any warranty when I cancelled the anti-viral security ware. He said they would do it for a price. I already spent $230 for something my computer tech ($50) could have done in my home, and now I have to install anti-viral ware for a fee. I really feel like I got taken. The process has made it unable for me to get into some of my files, I have had to change my password on programs and I cannot receive my e-mail on my IPhone. No one said anything about the fact that if I opt out of paying $19.99, there would be a consequence.Desired Settlement: If they will not refund me then, they should at least drop some of the $230 for misleading me in the first place.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/09) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate the feedback provided to us from Ms. [redacted]. We do not like to hear that we may have failed a customer and take issues where we can possibly do better, very seriously.

Ms. [redacted] did contact us on 9/25 with problems with her email password not working properly. We always take the opportunity to find out the reasons as to why the problem may have occurred, and so we do a free diagnostic on the computer to dig into issues and try to discover reasons which may have contributed to the original problem.

Our diagnostic tech told Ms. [redacted] that based on one of his scans, her computer had some sort of infection. She asked if that meant she had a virus and he said not necessarily, but if left untreated a virus may find it easier to infect the computer.

Part of the process of signing up is agreeing to our Terms & Conditions, one of which is that we will install the software that is best able to prevent further issues. She agreed to let us replace her free Microsoft Security Essentials with the much more robust Trend Micro Titanium, which we did as part of her service.

We did complete the work, after which Ms. [redacted] completed a survey that scored our work a 10/10 on all counts. Unfortunately she then decided to cancel the membership with us, which stops the ability to use our unlimited file backup services, and our security software. Cancelling service with us simply stops the software from working and cannot disrupt any other software on the computer and we are sorry to hear she had additional issues.

While inconvenient to be sure, reinstalling Microsoft Security Essentials is a free and easy installation that she can get directly from the Microsoft website.

The service provided was charged fairly and was agreed to verbally and electronically before work was initiated on her computer.

Should she wish to consider us for further service in the future, we will be thrilled to help her again.

Final Consumer Response /* (2000, 11, 2013/10/21) */

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

Final Business Response /* (4000, 9, 2013/10/17) */

Thank you for the follow up response. We have clearly and accurately stated our position in the initial response but in the interest of working together to get to a middle ground and to resolve the concern, we are willing to refund the requested amount of $69.98.

We hope this provides closure and wish the [redacted] all the best going forward.

Review: I feel that I was misled regarding the service that was needed and a refund that was promised. Please see full explanation, below.

Dear Sir/Madam:

My problem may not be of sufficient magnitude to warrant your attention, but I do feel that the public should be warned about a computer support service company, iTOK, that I recently encountered. On 9/16/13 I googled support services for ATT.net because I was having difficulty in printing documents received from that email server. The call in information that I received connected me with an iTOK representative,[redacted], who repeatedly stated that my problem was most likely due to a computer virus. I stated that I did not think that a virus was the problem, but he assured me that it most likely was the problem and that it would only get worse. He offered an immediate computer viral/malware clean-up for $149.99 and I was assured that I would be charged less if the full service was not needed. His warning that this would only get worse alarmed me and unfortunately, I provided my credit card information and was then transferred to a technician, [redacted] #XXXXXX. That technician was very helpful and was able to tell me how to print from the att.net website and how to block pop-up ads from that site. The call with [redacted] took a while longer than it should have because the clearance that [redacted] had been given to access my computer was somehow not transferred to [redacted] Lynne agreed that full charges of $149.99 were not warranted as no system tune up or virus removal was done. Although I probably could have obtained the information that [redacted] provided from an actual AT&T representative for nothing, [redacted] did spend time with me and was helpful and I agreed to a $49.99 charge, an amount that [redacted] suggested as being reasonable. She also assured me that someone from iTOK would call me back within 10 minutes to review the service and my satisfaction. But no one called me either that day or the next day. I did receive an email (see below) from iTOK shortly after my service call with [redacted] which unfortunately still had the $149.99 charge. As you can see from the messages below, I responded to that email, but received no response from iTOK. I then called the iTOK service number of XXX-XXX-XXXX at ~ 5pm on 9/16. I spoke to an iTOK representative named Dave, who assured me that the refund would be taken care of.

This morning, I checked my visa web site and noted a $149.99 charge from iTOK, but no refund. I again called the customer service number and spoke to a representative called [redacted]. He stated that he would look into the matter. He called me back within an hour and stated that he could offer me a $75.00 refund. I let him know that I was not satisfied with that as I had been led to believe that I would be charged less ($49.99) and also, had been told that the refund had already been taken care of. I let him know that I was irritated that I had to spend extra time to follow-up on this matter. I asked to speak to a supervisor, but [redacted] stated, that if I did so, the refund that he offered would be reduced even further.

Although we are talking about a small amount of money here, I do not think that iTOK has not acted with integrity. I feel that they used scare tactics to get me to agree to use their service and that they did not keep their word about checking in with me afterward regarding my satisfaction or about the refund. I had to spend more time than was warranted to get even a portion of the refund that I was led to believe that I would receive. The statement from customer service representative, [redacted], that I would receive less of a refund if I spoke to his manager strikes me as being very inappropriate. I would advise others to avoid this company.

[redacted]@att.net

# XXX XXX-XXXX Desired Settlement: I would settle for a refund of an additional $25.00, which would be consistent with the total refund I was led to believe that I would receive. However, given the amount of time that I have had to spend in trying to obtain this refund, the company should consider not charging anything at this point.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/23) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

Ms. [redacted],

Thank you for your feedback, it is unfortunate that you had to resort to this but it seems that you gave us a fair chance to resolve your concerns and we failed.

This is not indicative of how we operate here at iTOK, we strive to be fair and ethical at all times, and from your very detailed letter it's obvous that we failed you completely. This is embarassing and will be handled internally in an appropriate manner to ensure that we do not fail another customer in this way.

You are correct that we should have honored the $100 discount, and due to the fact we failed we are going to reimburse you the full amount. We know this may not completely restore your faith in us and that you may not wish to give us another chance but we hope that you will reach out to us if you ever need help again, knowing that you will be fairly treated and we will do everything we can to give you that wonderful experience we strive for.

We wish you all the best, and thank you again for your letter.

Final Consumer Response /* (2000, 7, 2013/10/06) */

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

I appreciate the apology from the company representative, even more than the full refund, which was also provided. This situation was never about the money, as there was only a small amount of money involved. However, as an internet based business, this company has the opportunity to impact many customers and I wanted to make sure that this did not happen to anyone else. It appears that the company management is taking steps to address the problem and I have no further complaints. My thanks to the Utah Revdex.com for their prompt handling of my complaint.

Review: Have not done business with this company in over a year. Now they are using my debit card number and withdrawing money from my bank account.

On 4/25/2013 I had itok clean up my computer at a cost of369.97 dollars,reciept number XXXXXXX. I payed with my debit card. This is the only business I was going to do with them. On 6/27/2014 itok started taking out 19.99 a month from my bank account without my authorization. they should not even have my debit card number. A confirmation number is XXXXXX.Desired Settlement: Money that was taken from my bank account be return. My debit card number be destroyed.

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 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 having trouble with his email and contacted us on 4/25/13 for computer tech support to resolve his issues.

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 antivirus software, unlimited data backup, quarterly tune-ups, and discounts on any future work. The purpose of this membership is to set up the customer's computer in a way that best ensures both future protection and ease of use. The customer is presented with the option of paying for the membership either monthly or annually. The customer is also informed that they need only call and tell us if at any time they wish to discontinue their membership.

Mr. [redacted] elected to purchase a full year of the member care program. When his year of payment neared its end, we reached out to Mr. [redacted] to discuss options for continuing his membership at an annual rate or a monthly rate, but unfortunately we were unable to reach him. When his year tolled on 4/25/14, his membership automatically rolled over into monthly billing at the normal rate of $19.99/month. Only under the rarest circumstances will we cancel a membership without first speaking with the customer, as cancelling a membership would result in an abrupt end to the antivirus and backup protections on a customer's computer, exposing the customer to risk and exposing us to potential liability.

Although this is contained in the Terms and Conditions Mr. [redacted] agreed to at the point of sale, and although the sales agent explained to Mr. [redacted] the ongoing nature of his membership and instructed him to contact us if he ever decided to end the membership, we apologize that this was not communicated to Mr. [redacted] in a way that was clear to him. We can certainly understand a lack of recall a year after enrolling in the membership.

Mr. [redacted] contacted us on 8/21/14 to cancel his membership. The iTOK rep who spoke with Mr. [redacted] explained the above, including the automatic continuation of the membership. Mr. [redacted] expressed understanding. The iTOK rep offered to refund the last two months of membership to Mr. [redacted], but Mr. [redacted] kindly declined the offer, stating that as long as we cancelled his membership going forward he would be satisfied. His account was cancelled immediately.

I followed up with Mr. [redacted] to make sure we had addressed all of his concerns and taken care of him. Mr. [redacted] was extremely gracious in our conversation. He expressed appreciation for my call and assured me that we had assuaged his concerns regarding our company. He affirmed that he no longer had any complaint and that he once again regarded our company highly. As a final request, Mr. [redacted] reminded me of his request to remove his debit card information from our system. I complied promptly. Mr. [redacted]'s debit card information is no longer in our system and is not otherwise available to us.

We appreciate Mr. [redacted]'s patience and kindness in working with us to clear up any misunderstanding and resolve his concerns.

Initial Consumer Rebuttal /* (2000, 7, 2014/08/28) */

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

Review: Complaint against [redacted], itok and total defense MAINLY ITOK and TOTAL DEFENSE

I bought an HP all in one computer with different warranties.One was suppose to be a year service for $99 to get full support. I found out that it was with itok (https://www.itok.net) When I called them last year to get my computer software set up on my computer, they claimed that I needed to get in their program but it was going to cost me $350 and that included everything from diagnosing to assisting with repairs, etc. I told them that I bought a year subscription for full tech support through [redacted] for buying my computer from them and it was for a year.They told me that no, it cost more than $99. I called [redacted] and they said no that itok was wrong. I had paid itok the $350 and when [redacted] said no that itok was wrong I tried to cancel my subscription to itok. They gave me the run around and wouldn't give me back my money. I went to [redacted] and they straightened this out and I got my $350 back. Last year it seemed that [redacted] cooperated with me,however when I tried to get my total defense antivirus fixed after it froze up and quit working since December, itok techs are trying to get me to pay them more money again and want to "fix" my computer. I told them that I am already covered and they denied it. They did get [redacted] on the phone and [redacted] are now siding with itok, claiming that the $99 is only for the one time that they set up the computer, not for the year.I told both [redacted] of [redacted] and [redacted] that I would not have bought the support for the year, if I was told that. I told [redacted] that [redacted] owes me $99 then and that I was not going to pay $350 to itok They said that I wasn't going to pay $350. [redacted] said to come to [redacted] when [redacted] the sales person was there. He is there tomorrow on Wednesday but I was told to come on Friday and they will straighten this out. Itok messed up my computer and [redacted] had to set up my computer for me. I didn't trust itok at that point. itok put the total defense in again today on 05/19/15. They were in my computer remotely twice and total defense is not working again. In fact my internet explorer doesn't work now and it was working before [redacted] got in my computer. fortunately I was able to get on another browser to send you this complaint.My computer is starting to act up and I just bought it last September. Total Defense is part of itok now. They will not work with their customers. They won't extend subscriptions if there are problems and a customer only has two months to get a refund. So when total defense does not work after 2 months they won't refund you even when their program doesn't work properly. So this really involves 3 companies. [redacted], itok and total defense. I will see if [redacted] offers me anything on 5/22/2015 but I wanted you to be aware of what is happening. My bigger complaint is with itok.I will let you know what [redacted] does for me if anything on Friday 5/22/15. Thank you If they don't do anything then I want a new computer and /or my $99 back since itok ruined my computer again.Desired Settlement: I want my $99 back and since itok messed up my computer twice, if it can't be fixed by the store then I want a new computer without itok ever being involved again.

Business

Response:

We appreciate Ms. [redacted]’s feedback. We have taken time toresearch the events above in order to identify the source of the issue andensure the most effective resolution to this problem. We regret to hear about Ms. [redacted]’s grievances with iTOK,and iTOK’s partners. iTOK has an ongoing relationship with various partners,and iTOK provides a number of services to these partners, and their customers. According to our records, Ms. [redacted]’s relationship withiTOK began when she purchased a new computer from one of our partners. Underour partnership agreement, we call their customers to offer a free orientationof their software and ensure that it is installed and functioning properly. Ourhope is twofold: (1) that we may improve the partner’s value in the customer’seyes by providing this service free of charge; and (2) that we may establish arelationship with the customer ourselves, so that the customer may considerusing us for any future technical support needs.If, during the orientation, it becomes apparent that thereare issues with the customer’s computer that need to be addressed, we offer toperform a free diagnosis of the computer. For Ms. [redacted], there were issueswith a malicious program known as Astromenda. Following Ms. [redacted]s diagnosis,we quoted a price to fix the issues, which she accepted. Whenever customersreceive technical support from iTOK, we also offer to them a member careprogram to protect their computer and help prevent future issues. Ms. [redacted]paid for iTOK’s services, annually in the amount of $350.00. Regrettably, Ms.[redacted] decided to cancel her ITOK membership stating she had the support andcoverage she needed. iTOK issued a full refund on 9/21/2014 in the amount of$350.00.Going forward to recent incidents involving iTOK and Ms. [redacted]. Ms. [redacted]spoke with an iTOK rep concerning issues with the Total Defense software on hercomputer. At this point Ms. [redacted] brought up concerns with her [redacted]purchases. The iTOK representative offered to assist Ms. [redacted] by conferencing[redacted]. The [redacted] representative invited Ms. [redacted] to come into the store,so that they could resolve her concerns regarding her previous purchases. Ms.[redacted] has since confirmed that she has received a refund of $99 from [redacted],and considers this resolution satisfactory. We apologize for any confusion Ms. [redacted] experienced and arehappy Ms. [redacted] has received a satisfactory resolution for her concerns. Weinvite Ms. [redacted] to contact iTOK directly should there be any additionalquestions or concerns.Kind regards, [redacted]iTOK, Inc.

Review: I received a bill dated 8-11-2014 stating I owed $134.55 when I know I canceled this service!

I received a "friendly reminder" amounts due letter for a service I canceled. I called to dispute this statement as

I know I called to cancel and the person I first spoke to was a female named "[redacted]". She was thee RUDEST person I have EVER spoken to! I called iTok back in October to inform that my direct draft would not be allowed because I choose to cancel and my bank card was gonna be changed anyway. Who I spoke to in October I do not know. I just assumed they would do their job. They say the last draft was done in

October but that I called in January for service which mind you they did not givDesired Settlement: Reverse the charges and send me a letter that it was canceled and remove the threat of "sending me to collections". I canceled whether "they" recorded it and followed through is not for me to verify. Especially when I spoke to them again in January 2014. I pay my bills, my exemplary credit score will verify that fact! But to be billed for services "[redacted]" confirms they stopped delivering since April 18, 2014 yet was still billed for is unethical and leads me to question the rest of their business practice much less if in fact they can record a cancellation correctly or if this is a form of fleecing?!? I was completely offended that I was refused a supervisor which I asked for at least ten times! I was given a name of [redacted] but was refused when I requested to speak to him.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/05) */

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.

According to our records, Ms. [redacted]'s relationship with iTOK began in February of 2010, when she contacted us for a computer repair.

At that time, Ms. [redacted] also signed up for our GOLD member care program, to protect her computer and help prevent future issues. Included in this membership is antivirus software, unlimited data backup, quarterly tune-ups, and discounts on any future work. The purpose of this membership is to set up the customer's computer in a way that best ensures both future protection and ease of use. Ms. [redacted] was informed that she need only call us if at any time she wished to discontinue her membership.

Ms. [redacted]'s membership continued over the following years. She called us periodically for additional tech support. When her card began to decline in November 2013, we sent bimonthly emails to notify Ms. [redacted] of the accruing past-due amount and to request that Ms. [redacted] contact us to update her credit card information and bring her account current.

We were unable to confirm that Ms. [redacted] called us to cancel in October 2013. Normally, upon receipt of such a notice, we will send a cancellation confirmation email and cancel the account. Our representatives are required to document every phone call on the account. No cancellation confirmation email was sent to Ms. [redacted] at any time, nor is there any documentation of a phone conversation with Ms. [redacted] in or around October 2013. We have three phone numbers on file for Ms. [redacted]. We searched our phone records for all three phone numbers. The only phone call made to any of these numbers in or around October was a call to Ms. [redacted]'s principal number, which was made by our auto-dialer to remind Ms. [redacted] to schedule a tune-up. This phone call went unanswered. No call from any of Ms. [redacted]'s three phone numbers was found in our records in or around October.

Ms. [redacted] did contact us on January 14, 2014 to request additional computer tech support. We listened to the associated recorded phone calls to verify Ms. [redacted]'s understanding of her membership status at that time. The iTOK representative who spoke with Ms. [redacted] told her "It looks like you've been a member with us for a while," to which Ms. [redacted] agreed. The iTOK rep identified the computer issue and informed Ms. [redacted] that, "as a GOLD member," she would be receiving a discount on the price. The iTOK rep then explained that the card on file had recently begun to decline and the November and December payments were missed. The iTOK rep further explained that she could get the updated credit card information from Ms. [redacted], get Ms. [redacted] caught up with payments under her ongoing membership, and charge the price of the computer fix. Ms. [redacted] gave no objection to these statements nor did she otherwise indicate that she had cancelled her membership previously. On the contrary, Ms. [redacted] expressed her intention to update her information and pay for the past-due portion of her membership and the computer repair. However, Ms. [redacted] stated that she was at work and had left her purse in her car, which someone else was using at the time, so we would have to call her later. We attempted to reach her later that day and four times over the following two weeks. Our phone calls were not returned.

Only under the rarest circumstances will we cancel a membership without first speaking with the customer, as cancelling a membership would result in an abrupt end to the antivirus and backup protections on a customer's computer, exposing the customer to risk and exposing us to potential liability. Thus, Ms. [redacted]'s membership continued. We continued to send periodic emails to Ms. [redacted] to update the past-due balance on her account and request that she call us.

Ms. [redacted] contacted us on August 19, 2014 to discuss her bill. We listened to her conversation with [redacted]. Although the information [redacted] gave was accurate, the call should have been escalated to a supervisor per Ms. [redacted]'s repeated requests. We apologize that this was not done. While we are grateful that Ms. [redacted] has brought this to our attention, we regret that it required a frustrating experience for Ms. [redacted]. We have taken commensurate coaching and training action.

When we contacted Ms. [redacted] regarding this complaint, she was very gracious and understanding. We offered to accept a reduced amount as satisfaction for the past-due balance, in recognition of Ms. [redacted]'s poor experience and misunderstanding of the ongoing membership. She kindly agreed to pay the reduced amount. We appreciate Ms. [redacted]'s understanding and willingness to cooperate in settling this issue.

Review: Sales rep. contacted my 90 year-old mother-in-law indicating that her computer had a virus. Offered to fix for $100. Reality: no problem with computer

On morning of 4/26/14 a sales rep. ([redacted])contacted my 90 year-old mother-in-law indicated that her computer was "running hot" and had a browser hijacker virus. (I suspect my mother-in-law clicked on a pop-up ad. indicating a problem.) The rep. said it would cost $100 to fix. My mother-in-law contacted me before agreeing to any service; I checked the computer and found no problems. (I am an information technology professional.) The company is clearly engaged in unethical and I presume illegal business practices.Desired Settlement: I would like an explanation of their behavior, an apology, an assurance that they will not contact my mother-in-law in the future, and that they will cease from engaging in this kind of activity in general in the future.

Business

Response:

Contact Name and Title: [redacted] Retention Manager

Contact Phone: [redacted]

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback and clear explanation of his concerns and are happy to set the record straight.

Our business model is simple. We advertise on several sites and when somebody needs help and types in a search term, we pay for the right to be listed in the results. This is no different than any organization. When a customer clicks on our advertisement or link, they are taken to our website where they are asked to describe the problem, and put in their contact information. We then call them back and do our best to assist them.

We do not use pop-ups or any other type of tool to scare people, everything is done through search results online. While we recognize that other companies may choose to do business that way, we consider it unnecessary and shady.

If Mr. [redacted]'s mother-in-law chose to not use us, then there's no reason for us to contact her again unless we get asked to do so in a new request.

Our model is simple and effective and has been a big help to our customers for over 10 years. We appreciate Mr. [redacted] looking out for his family as there are definitely folks who do prey on unsuspecting people. We have been in this business for long enough to know that sometimes we get lumped in with the bad, although what you would find here are passionate, hard-working people who believe in what we do, and that what we do makes people's lives better.

All the best to Mr. [redacted] and his family.

Review: This company is a complete scam. problem with pc promise to fix the issue. they failed to and refuse to refund the full amount.

This company is a complete scam. I called them because they are the teck support for Nero 14 they are more interested to sale you the contract for your pc I agreed on baying the contract bc my pc was freezing and they promise me if they can not repair my pc I will be refunded full amount with in 5 day's of the purchase of the contract. After loosing a day work and 6 hrs. working on my computer they could not fix Nero and start telling me that is a hardware problem first the power supply, hard drive, ram, I told him they all been replaced recently, then he said it is the mother board, and the diagnostic was based on that is old. I was going to replace it any way and was not the problem. so people stay away from this company and all those company like it. bc I had same problem with one before like this one. And report these company to the Revdex.com so people can check them out.Desired Settlement: refund my money because they failed to repair my computer and on top of that I lost $500.00 a day of work.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@itok.net

Although the customer identifies his/herself as [redacted] in the Revdex.com complaint, we have identified this customer as [redacted]. Our efforts to contact Mr. [redacted] to discuss his issues have been unsuccessful.

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. According to our records, Mr. [redacted]'s relationship with iTOK began when he had problems with his Nero software. Under our partnership agreement, we provide technical support for Nero customers. Our hope is twofold: (1) that we may improve the partner's value in the customer's eyes by ensuring functionality and ease of use of their software; and (2) that we may establish a relationship with the customer ourselves, so that the customer may consider using us for any other technical support needs.

Following Mr. [redacted]'s diagnosis, we quoted a price to fix the issues and provide an ongoing preventative maintenance membership, which he accepted. The iTOK technicians then removed bad toolbars, search engines, and junk programs, which were slowing down Mr. [redacted]'s computer and affecting the performance of other software. Additionally, we performed a complete virus scan and removal of all threats, a full computer tune-up and optimization for speed, and ensured the Nero software was now working correctly.

However, in the process of the repair, a hardware issue revealed itself and caused frequent crashes during the course of work. As we provide our support over an internet connection, this presents certain difficulty in determining the specific hardware issue at hand. Mr. [redacted] explained to our technician that the crashes have persisted since he recently rebuilt his computer. The historical information Mr. [redacted] provided to our technician allowed us to determine that the hardware issue was specifically a problem with the motherboard. As Mr. [redacted] was going to replace the motherboard anyway, and had explained to us that he had experience in building computers, he told us he would replace the motherboard. Based upon the work we had performed, we were confident that Nero would now work properly for Mr. [redacted] upon replacement of the motherboard.

The following day, when Mr. [redacted] called in to cancel his ongoing preventative maintenance membership with iTOK, we issued a partial refund of $219.88, retaining only $69.99 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 are concerned with Mr. [redacted]'s statement that he paid us "bc my pc was freezing and they promise me if they can not repair my pc I will be refunded full amount with in 5 day's of the purchase of the contract" (sic). The freezing issue was one out of five issues listed on the work order, the main issue being operation of the Nero software. As we were unable to complete the work order in full, a partial refund was in order.

Upon further review of Mr. [redacted]'s account, and in light of the frustration and misunderstanding expressed by Mr. [redacted] in his complaint, we would be happy to issue a refund for the remaining $69.99. However, prior to filing this complaint, Mr. [redacted] issued a chargeback with his credit card. The remaining $69.99 is therefore held up by the card issuer in the dispute process. This is a lengthy process, and until the outcome of the dispute is finalized, we are unable to issue a refund, as both a chargeback and a refund would result in a double refund to Mr. [redacted]. If the dispute does not end in Mr. [redacted]'s favor, we invite him to contact iTOK for a good-faith refund of the remaining amount.

We are sorry that Mr. [redacted] felt we took advantage of him in his interaction with iTOK. 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 within the bounds of remote tech support. We are sorry that our service fell short of Mr. [redacted]'s utmost gratification.

We regret that we were unable to reach Mr. [redacted] to explain the above and ensure his satisfaction. We apologize for any misunderstanding or miscommunication in our previous communications. We hope the refund provided is a satisfactory resolution to his experience with us. We encourage him to contact us for any needed clarification on the chargeback process and any further resolution.

Consumer

Response:

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

I have been in contact with the company and they agreed to refund my money.

My computer was in bad shape and needed rescuing. iTOK came to the rescue and the tech cleaned and restored my computer.
I want to say that I am very happy thus far with iTOK.

Review: Satisfaction guaranteed,My computor was haked into and my E-mail disapared,I was told that they would get back my e-mail ,get rid of pop-upa speed up

My P.c waw hahed into and my E-Mail was lost .I was told that they would retrieve my e-Mail [redacted]aol.com ,get rid of pop-ups speed up my p.c.get the pictures of my Grandson back, And they did nothing that they said .After two hours on the phone ,nothing was being done .So I told them that I wanted to cancell,Then he said let me put another teck on it ,After two hours I had enough !I called the next day to make sure that I was cancelled ,And I was told that I was ,And then they billed me for $189.00.When I called they offered to deduct $90.00 ,It was satisfaction guaranteed,Or your money back, not some of your money back ?Desired Settlement: I want all of my money back ,not some of my money back ,To me ITOK is nothing but a scam .

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/28) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

At iTOK we have a satisfaction guarantee, which states that if a customer is not happy with anything we have done, that we will continue to work on it until they are satisfied. Our goal is complete customer satisfaction, every single time we get the opportunity to help someone. Occasionally fixing one issue can expose a new problem and take more than just a couple of hours. There are many factors that affect this including computer speed, the speed of Internet access, and the number of items that need to be repaired.

We do not offer a money back guarantee specifically because we want to fix the problems that are brought to us. Naturally there are times when a refund is appropriate. In this instance, we have already refunded Mr. [redacted]'s money. We did try to fix the issue but were not allowed to try again. This is unfortunate because there is a very high probability that we could have resolved things to his satisfaction.

We are sincerely sorry that we could not resolve this issue as quickly as we wanted to, and apologize to Mr. [redacted] for any frustration that he may have felt as a result of this.

Review: I tried calling 3 times to cancel this contract. After being on hold for more than 23 minutes each time...I would be disconnected and try again.

You cannot connect to customer service to cancel accountDesired Settlement: to CANCEL this account and stop the monthly 19.99 deduction from my Citibank credit card

Business

Response:

Initial Business Response /* (1000, 9, 2014/03/18) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

I apologize to Ms [redacted] for any difficulty that she has had in contacting our Customer Service department. I will look into the matter and see what problems may have occurred in her attempts to contact us.

We are sad to see her go, but I have complied with her request to cancel her membership and stop her monthly billing on the account. I have also sent an email explaining how to remove our software from her computer so that it does not continue to alert her that she needs to update her account. And finally I have also refunded her the last charge of 19.99 since it was following the date that she submitted this complaint.

Should she ever need any further assistance she is welcome to contact us and we will do our best to fulfill her technology needs.

Initial Consumer Rebuttal /* (2000, 11, 2014/03/19) */

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

Thank you very much.

Review: They promised to repair my computer specifically [redacted].They never repaired it. I spoke to the manager. He said he would call me back He never did.

First I spoke to a [redacted] who said he repaired my [redacted] games. It was never repaired correctly. Then I was told by lady that I would have to pay more money to continue to have this repaired. This I was not told previously by the manager. Did not take the new plan . Then another technician said he repaired it. Nothing was repaired. I spoke to the manager Mr. [redacted] and left messages to call me back. Originally we thought we might have a hardware problem but found out this was not true and since Mr. [redacted] said if there was no hardware problem, he would call me back and straighten out my problem. I left two messages for him and he never called me back.Since henever called back, I think I was scammed out of money.Desired Settlement: Refund paid to date because nothing was done

Business

Response:

Initial Business Response /* (1000, 7, 2014/04/09) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

The two initial problems that we were contacted to resolve on Feb 23, 2014 were:

1. Homepage had been changed and could not find email.

2. Unable to log into [redacted] and into games.

We confirmed both of these issues as fixed on Feb 23, 2014 and our technician confirmed this by successfully logging Ms. [redacted] into into her "[redacted]" game on [redacted].

Following this, Ms. [redacted] did not call again until March 4 when she stated that she could not access pogo once again. Our technician, without charging anything for this additional work, inspected the problem and advised her to reset her Internet. After resetting her internet she confirmed again that the problem was fixed.

Ms. [redacted] called the next day for our company to connect to her computer and fix the problem again, but was told that in order for us to do the work after the 5-day guarantee had expired there would be a charge. This was declined by Ms. [redacted] as she did not wish to pay for the work.

We acknowledge that Ms. [redacted] had attempted to contact us various times in the days following requesting to speak with a specific representative. However, he was not available during that time. She declined the request for additional information as to the reason for her calls at each occurrence.

However, this does not excuse the fact that the requested representative did not return Ms.[redacted]'s call when he became available; we apologize for this lack of consideration and will address it accordingly.

Because the work to solve the initial problems Ms. [redacted] contacted us about was successfully completed, we are unable to refund the cost of those services. However, because the monthly cost for the Gold Membership has been billed only a day previous to receiving this complaint, I have refunded the $19.99 charge and have canceled her membership so that Ms. [redacted] will not receive any further charges from iTOK. We wish the best for Ms. [redacted] and hope that in the future that she feels comfortable enough to contact us should she have any further concerns or need assistance.

Review: iTOK sold a computer program w protection from viruses, spyware plus a quarterly tune up at no additional cost. After payment of $148, no more work.

iTOK Software by CES-SP serial #[redacted] was setup on my computer for $148. This software program was touted to protect my computer from many serious problems with an audit, update and tuneup quarterly at no additional cost.(ref. iTOK email) After receiving my payment, I was advised that the audit, update, and tuneup services would cost an additional $19.99 monthly. I advised iTOK of refusal to pay this additional amount and would accept 1/2 of the $148. payment if they chose not to do the audit,update and tune up.Desired Settlement: I requested a $74 payment return for the services which iTOK refused to provide. They did not agree to return payment or complete service. I am left with the feeling that I have been scammed and hope to prevent others from the same situation.

Business

Response:

Initial Business Response /* (1000, 7, 2014/04/09) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

I apologize for my delay in responding, and am thankful for the opportunity to address it at this time.

I have reviewed Mr. [redacted]'s account and have also had the opportunity to review the initial communications between he and our phone representative.

On 3/8/14 we received notice from Mr. [redacted] that he was having difficulties with his email. As is normal with everyone that contacts us, we offered to run a free diagnostic service on his computer. After performing the diagnostic search our representative explained the cost to fix his computer and also told him about our Gold Membership plan. The representative explained to Mr.[redacted]:

- Benefits of the Gold Membership, and the monthly cost of that membership

- Cost of the work to fix the initial problem

- Cost of starting the membership (a one-time charge separate from the monthly installment)

The cost associated with the initial work is not only to pay for the work of the technician, but also as payment to our partners for the software and service they provide: Mozy backup, and Trend Micro Titanium antivirus. As Mr. [redacted] has demonstrated, the software was installedproduct key [redacted]and the cost associated with that installation cannot be refunded.

After reviewing all of this information, as well as noting that all initial costs and monthly costs had been agreed upon at the initial discussion with our representative, we are unable to find just reason to refund for the work done to fix Mr. [redacted]'s initial computer problem. Our technician completed the work, a service for which Mr. [redacted] was charged and did pay. We would like to note that per Mr [redacted]'s request, we have canceled his membership and he will not be charged the monthly installments of $19.99.

Review: the program was not described fully and each time I talked to them they requested I added services for more money

On 10-24-2013 I agreed to a maintenance program for $19.99 a month. After a few calls for different items they said I had to pay for the year (229.96) in order for them to help me. I agreed. One item I needed fixed was to disable my laptop mouse and keep it disabled after updates. I was told that was completed(12-12-13). It wasn't and each time I get an update the mouse came back. I called about 3 more times about the same problem and on 1-1-2014 I was told I had to upgrade in order to get any further assistance. this was never explained to me before and I feel duped.Desired Settlement: I just want my money back which is $239.88.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/10) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We are grateful for the opportunity to help clear up any misconceptions in this complaint. This could have easily been handled by a quick call into our Customer Service department and we invite Ms. [redacted] to do so if she needs additional help in the future.

When she first signed up for service she paid us to fix a couple of problems and begin her Gold membership with us. The Gold membership includes unlimited online data backup, security software, and 90 day free tune-ups on her computer. Additional future issues get a 20% discount off our regular prices as a result of having the membership, and she agreed to our terms and conditions.

When she called in January, the diagnostic technican offered her a free fix if she signed up for an annual commitment instead of the month-to-month she was originally signed up for.

She readily agreed to this and the issue was then resolved. At no time did anybody say that we would not assist her if she didn't sign up for the annual membership and we would have been glad to help her regardless, but she would have had to pay (minus the 20% discount) for the fix.

The technician did go over how to fix the problem in case it came back, as sometimes with Windows updates, things can get reset back to the original settings and have to be changed again. It sounded like she was taking notes so that she could do it herself and even double checked it with the technician.

We're happy to refund the money she has not used for the remainder of her year. Since the free fix was contigent upon the annual payment, we will retain payment for services rendered as well as the month of service that has since been used, as we still have provided data backup and security on her computer.

We hope this resolves the complaint and we remain ready to serve Ms. [redacted] again if she ever needs help with her technology.