Karls Technology Reviews (%countItem)
Karls Technology Rating
Address: 2150 E Bell Rd #1074, Phoenix, Arizona, United States, 85022
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John is fantastic. He resolved all my issues and explained everything to understand language. He also helped me understand how to use the key board to enlarge type and showed me how to use the passport backup system. I highly recommend!
Thank you for the feedback, let us know if you need anything else in the future.
On the 9th of November I scheduled an appointment for computer repair on the 12th of November. I canceled my request the same day, a full 3 days prior to the appointment. I created a profile in their billing system, the only action I took in the appointment management application system was to close the ticket. The tech I spoke with on the 12th, the day of the appointment, said, that there was a disconnect between the scheduling application and dispatch, which I fail to see how is my problem. In neither of the two emails I received on the 9th does it say I need to call to cancel, nor does it say so on their application after I logged in and canceled the work order. I did call the day of the appointment to notify the billing department that I would not be paying. I did offer to pay a negotiated lesser amount, even though I shouldn't have too. I assume their techs are independent contractors and their time is worth something. The phone operator I talked to said he was unable to negotiate different rates and that a supervisor of some kind would be contacting me. The only contact I've received have been standard collection emails and phone calls.
Heath, here is a copy of our cancellation policy which you agreed to when you scheduled your appointment and was emailed to you at ***@gmail.com:Appointment Cancellation Policy Agreement:Karls Technology is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being serviced. When you scheduled your appointment understand that you are holding a reservation time for service. Please notify us before the end of the business day prior to your scheduled appointment to notify us of any changes or cancellations. If prior notification is not given, you will be charged an hour of billable service for the missed appointment reservation. There is no method to cancel your appointment from within the ticket portal (it only shows you notes of what services were performed on your system), so you did not cancel your appointment before the day of your appointment. The notes on your account state that Chris, our General Manager, called and left you a voicemail on 11/13/2018 to try to resolve your bill. We also recently contacted you to try to resolve this bill before we sent your account to collections. We would have been happy to resolve this for a partial payment but you did not contact us. You are correct, we have to pay our field engineers to come out to your house even if you do not pay your bill. This is why we have a cancellation policy and why your account was sent on to our collections agancy after we received no contact from you. You will need to contact the collections agency that is contacting you to resolve this issue.
I am/ was aware of your cancellation policy. I most certainly canceled my appointment. I made my profile looking to cancel my appointment, I didn't find the "Cancel Appointment" toggle but was able to cancel the work order. The reasonable person would surmise that a canceled work order equates to a canceled appointment. Your own systems states that the work order has been closed for 147 days and 22 hrs as of 06 April 2019 at 14:45 that puts the date the work order was closed was November 09 2019, @ 1545. (see attachment). Your communication with me has been the standard boiler plate "pay us", not, lets come up with a solution. I emailed a response to a Ms. Flores on the 02 of December (see attachment) stating that I would not be paying you and included the same screen capture as attached here. I would challenge anyone to come up with a different understanding of the connotation of the difference between a canceled work order and a canceled appointment. Your window for a middle ground partial payment has past. I will not accept any solution other than for you to cease and desist your collection actions with me.
You closed your notes on your account, that does not cancel an appointment and no where in our login system does it state that you cancelled your appointment. Your account was already sold to a collection agency, your window to have us resolve your account has already ceased. As you can see, we are very communicative and if you had contacted us when we still had your account we would have worked with you, possibly even dropped your account. Since you choose to not communicate with us for 5 months it should not be a surprise to you that you were sold off to a collection agency. You will need to contact them to resolve your pass due account, anything we say or do has no bearing on their collection efforts. I wish you luck and I wish you had communicated with us previously.
I replied to your staff on the 2nd of December as per the attachment in the last Revdex.com response. Your subsequent calls and email were mere boilerplate, again as stated in the last Revdex.com response, not looking to work anything out. Communicating with you has not been easy. These are the first reply's I've received.The interface of your system has some UX issues because I would challenge anyone to come up with a different conclusion than I did. Even your tech agreed with me when I showed him the screen. You've made up your mind already. You had your mind made up in December. You've have hidden yourself sufficiently behind legal-ease and an unique to your company vernacular. So I guess we are done here.
On the 9th of November I scheduled an appointment for computer repair on the 12th of November. I canceled my request the same day, a full 3 days prior to the appointment. I created a profile in their billing system, the only action I took in the appointment management application system was to close the ticket. The tech I spoke with on the 12th, the day of the appointment, said, that there was a disconnect between the scheduling application and dispatch, which I fail to see how is my problem. In neither of the two emails I received on the 9th does it say I need to call to cancel, nor does it say so on their application after I logged in and canceled the work order. I did call the day of the appointment to notify the billing department that I would not be paying. I did offer to pay a negotiated lesser amount, even though I shouldn't have too. I assume their techs are independent contractors and their time is worth something. The phone operator I talked to said he was unable to negotiate different rates and that a supervisor of some kind would be contacting me. The only contact I've received have been standard collection emails and phone calls.
Heath, here is a copy of our cancellation policy which you agreed to when you scheduled your appointment and was emailed to you at ***@gmail.com:Appointment Cancellation Policy Agreement:Karls Technology is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being serviced. When you scheduled your appointment understand that you are holding a reservation time for service. Please notify us before the end of the business day prior to your scheduled appointment to notify us of any changes or cancellations. If prior notification is not given, you will be charged an hour of billable service for the missed appointment reservation. There is no method to cancel your appointment from within the ticket portal (it only shows you notes of what services were performed on your system), so you did not cancel your appointment before the day of your appointment. The notes on your account state that Chris, our General Manager, called and left you a voicemail on 11/13/2018 to try to resolve your bill. We also recently contacted you to try to resolve this bill before we sent your account to collections. We would have been happy to resolve this for a partial payment but you did not contact us. You are correct, we have to pay our field engineers to come out to your house even if you do not pay your bill. This is why we have a cancellation policy and why your account was sent on to our collections agancy after we received no contact from you. You will need to contact the collections agency that is contacting you to resolve this issue.
I am/ was aware of your cancellation policy. I most certainly canceled my appointment. I made my profile looking to cancel my appointment, I didn't find the "Cancel Appointment" toggle but was able to cancel the work order. The reasonable person would surmise that a canceled work order equates to a canceled appointment. Your own systems states that the work order has been closed for 147 days and 22 hrs as of 06 April 2019 at 14:45 that puts the date the work order was closed was November 09 2019, @ 1545. (see attachment). Your communication with me has been the standard boiler plate "pay us", not, lets come up with a solution. I emailed a response to a Ms. Flores on the 02 of December (see attachment) stating that I would not be paying you and included the same screen capture as attached here. I would challenge anyone to come up with a different understanding of the connotation of the difference between a canceled work order and a canceled appointment. Your window for a middle ground partial payment has past. I will not accept any solution other than for you to cease and desist your collection actions with me.
You closed your notes on your account, that does not cancel an appointment and no where in our login system does it state that you cancelled your appointment. Your account was already sold to a collection agency, your window to have us resolve your account has already ceased. As you can see, we are very communicative and if you had contacted us when we still had your account we would have worked with you, possibly even dropped your account. Since you choose to not communicate with us for 5 months it should not be a surprise to you that you were sold off to a collection agency. You will need to contact them to resolve your pass due account, anything we say or do has no bearing on their collection efforts. I wish you luck and I wish you had communicated with us previously.
I replied to your staff on the 2nd of December as per the attachment in the last Revdex.com response. Your subsequent calls and email were mere boilerplate, again as stated in the last Revdex.com response, not looking to work anything out. Communicating with you has not been easy. These are the first reply's I've received.The interface of your system has some UX issues because I would challenge anyone to come up with a different conclusion than I did. Even your tech agreed with me when I showed him the screen. You've made up your mind already. You had your mind made up in December. You've have hidden yourself sufficiently behind legal-ease and an unique to your company vernacular. So I guess we are done here.
The business charges an unfair $125 cancellation fee without explicitly telling the customer, and without properly notifying the customer prior to the appointment date.
To be clear, Mr. *** was billed an hour because he was a no show for his appointment, not because he cancelled his appointment. Regardless, here is the cancellation policy which is both told to clients when they schedule over the phone and in the confirmation email sent to a client as soon as they schedule an appointment:Appointment Cancellation Policy Agreement:Karls Technology is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being serviced. When you scheduled your appointment understand that you are holding a reservation time for service. Please notify us before the end of the business day prior to your scheduled appointment to notify us of any changes or cancellations. If prior notification is not given, you will be charged an hour of billable service for the missed appointment reservation. We schedule our work orders days out and a last minute cancellation is expensive to our company but Mr. *** did not cancel his appointment, he booked an appointment for between 8 and 9am on March 18th. On March 17th we sent a reminder email about the appointment, which happens to also have our cancellation policy on the bottom of the appointment reminder. Mr. *** was not at home when our field engineer arrived. We called Mr. *** to see if he could return home to make his appointment time but he did not answer our calls, texts or emails. We sent him an invoice for 1 hour since he was a no show for his appointment. On the invoice it states if he reschedules his appointment the fee will be waved and we sent an email and left a voicemail stating the exact same policy.
I never received a reminder email the day prior the appointment. I would have cancelled the appointment if I had received that email. I forgot about the appointment, resulting in my no-show, yes I am at fault for that. But charging $125 is still unfair. Also, your cancellation policy does not show the actual amount of the cancellation fee, why is that?
The cancellation policy states that"you will be charged an hour of billable service for the missed appointment reservation." The email is automated and since we will bill different rates in different states (we have offices in 6 states) we put one billable hour of service. It costs us significantly more to run work orders in Southern California, a place where travel to a near by appointment takes 90 minutes, so we bill $175 per hour and thus their cancellation fee is $175. The issue with last minute cancellations and client no shows is it prevents another client from being serviced. Computer repair is a very labor intensive and low profit margin business, thus we have to optimize every field engineer's schedule to stay in business.
The business charges an unfair $125 cancellation fee without explicitly telling the customer, and without properly notifying the customer prior to the appointment date.
To be clear, Mr. *** was billed an hour because he was a no show for his appointment, not because he cancelled his appointment. Regardless, here is the cancellation policy which is both told to clients when they schedule over the phone and in the confirmation email sent to a client as soon as they schedule an appointment:Appointment Cancellation Policy Agreement:Karls Technology is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being serviced. When you scheduled your appointment understand that you are holding a reservation time for service. Please notify us before the end of the business day prior to your scheduled appointment to notify us of any changes or cancellations. If prior notification is not given, you will be charged an hour of billable service for the missed appointment reservation. We schedule our work orders days out and a last minute cancellation is expensive to our company but Mr. *** did not cancel his appointment, he booked an appointment for between 8 and 9am on March 18th. On March 17th we sent a reminder email about the appointment, which happens to also have our cancellation policy on the bottom of the appointment reminder. Mr. *** was not at home when our field engineer arrived. We called Mr. *** to see if he could return home to make his appointment time but he did not answer our calls, texts or emails. We sent him an invoice for 1 hour since he was a no show for his appointment. On the invoice it states if he reschedules his appointment the fee will be waved and we sent an email and left a voicemail stating the exact same policy.
I never received a reminder email the day prior the appointment. I would have cancelled the appointment if I had received that email. I forgot about the appointment, resulting in my no-show, yes I am at fault for that. But charging $125 is still unfair. Also, your cancellation policy does not show the actual amount of the cancellation fee, why is that?
The cancellation policy states that"you will be charged an hour of billable service for the missed appointment reservation." The email is automated and since we will bill different rates in different states (we have offices in 6 states) we put one billable hour of service. It costs us significantly more to run work orders in Southern California, a place where travel to a near by appointment takes 90 minutes, so we bill $175 per hour and thus their cancellation fee is $175. The issue with last minute cancellations and client no shows is it prevents another client from being serviced. Computer repair is a very labor intensive and low profit margin business, thus we have to optimize every field engineer's schedule to stay in business.
Had a technician come work on my laptop around Nov. 11 cost $250 by the middle of Dec. still have the same problem.
William, your issue was an LCD screen replacement for a cracked screen, which we replaced. If your screen cracked again I am not sure that is within the realm of our 100% refund policy but feel free to call me please call me (1-800-620-5285, ask to speak with Matt Karls) and I would be happy to hear your side and we can discuss discounting or refunding your money. If you are having a new problem I would be happy to get that resolved so you can have a 5 star experience with our company.
I finally called these people on 5/1/2019. I tried to explain to some guy the problem and told him about the message I had received from Revdex.com. At the time I could not see the email because the screen was a mess. He left me on the phone for some reason and I waited for about 15 mins. and finally decided he was not coming back. I called back and talked with someone who did not seem to want to stand behind what had been typed on the above email. Finally decided they do not want to help me unless I pay them another fee. Have decided I will find someone else who will stand behind there work. I will never go to these people again and would advise others to read my review and then make up their own mind on whether they want these people to work on their pc.
Had a technician come work on my laptop around Nov. 11 cost $250 by the middle of Dec. still have the same problem.
William, your issue was an LCD screen replacement for a cracked screen, which we replaced. If your screen cracked again I am not sure that is within the realm of our 100% refund policy but feel free to call me please call me (1-800-620-5285, ask to speak with Matt Karls) and I would be happy to hear your side and we can discuss discounting or refunding your money. If you are having a new problem I would be happy to get that resolved so you can have a 5 star experience with our company.
I finally called these people on 5/1/2019. I tried to explain to some guy the problem and told him about the message I had received from Revdex.com. At the time I could not see the email because the screen was a mess. He left me on the phone for some reason and I waited for about 15 mins. and finally decided he was not coming back. I called back and talked with someone who did not seem to want to stand behind what had been typed on the above email. Finally decided they do not want to help me unless I pay them another fee. Have decided I will find someone else who will stand behind there work. I will never go to these people again and would advise others to read my review and then make up their own mind on whether they want these people to work on their pc.
Called this company about two weeks ago. Spoke with AJ. Advised I was going from IMac to PC and inquired if they could put the data from the IMac to the new PC. I was told that they could. Since I had not purchased the new PC I advised I would call back when ready. When I did get new PC I called and again spoke with AJ and advised I was ready and he confirmed again that they could do this service. I also explained I had several thousand pictures from devices that I wanted on the new computer. The day before the appointment I again confirmed the cost per hr which was $125 and I again asked to make sure they could do this and approximately how long it would take. I was told probably two hours. The rep, Alex, came the morning of the appointment around 8:20. I showed him the equipment and what I needed. I explained my pictures were particularly important to me but that all documents needed to be transferred. From that point on he took the new computer out of the box and turned it on. He set up my mail account. This all took about an hour. By noon he had not yet been able to transfer my pictures and no data from the IMAc had been transferred. I could tell he was struggling with what needed to be done and at that point he showed me that I was already up to well over $600. He called in and came back saying they would cap my service for the day at $500 and he continued to work on the pictures. Later he discussed formatting the external hard drive I was using to be able to transfer. I don’t claim to know what this means but next thing the drive failed and he said it was due to trying to transfer large volume of pictures at one time. He hooked up at hard drive he had and left it overnight to download but it did not finish and the next day I had him come and retrieve it and told him I was going to end the process. I knew by then he was over his head. Not his fault. They sent someone to do a job He couldn’t. I requested all but $125 as refund and owner declined by a phone call from Rep William
Revdex.com and ***,
Our employee, Alex, was on-site for 9.75 hours (see photos for time stamps of arrival and departure, GPS coordinates he was at her location almost the entire day) doing a laundry list of services for ***. Alex included a long list of notes of all the items he did for ***. We discounted this job down from $1218.75 to $500 because Mrs *** said she could not afford more. We serviced Mrs ***'s numerous devices and migrated as much data as she would allow us in the time allocated. See the attached work order notes for a full list of all items rendered to Mrs ***. Mrs *** already received a very healthy discount.
Dr. Matthew *** K, EE, MCSE, PhD in ITKarls Technology Computer ServiceMicrosoft Gold Partner*** office*** cell
Called this company about two weeks ago. Spoke with AJ. Advised I was going from IMac to PC and inquired if they could put the data from the IMac to the new PC. I was told that they could. Since I had not purchased the new PC I advised I would call back when ready. When I did get new PC I called and again spoke with AJ and advised I was ready and he confirmed again that they could do this service. I also explained I had several thousand pictures from devices that I wanted on the new computer. The day before the appointment I again confirmed the cost per hr which was $125 and I again asked to make sure they could do this and approximately how long it would take. I was told probably two hours. The rep, Alex, came the morning of the appointment around 8:20. I showed him the equipment and what I needed. I explained my pictures were particularly important to me but that all documents needed to be transferred. From that point on he took the new computer out of the box and turned it on. He set up my mail account. This all took about an hour. By noon he had not yet been able to transfer my pictures and no data from the IMAc had been transferred. I could tell he was struggling with what needed to be done and at that point he showed me that I was already up to well over $600. He called in and came back saying they would cap my service for the day at $500 and he continued to work on the pictures. Later he discussed formatting the external hard drive I was using to be able to transfer. I don’t claim to know what this means but next thing the drive failed and he said it was due to trying to transfer large volume of pictures at one time. He hooked up at hard drive he had and left it overnight to download but it did not finish and the next day I had him come and retrieve it and told him I was going to end the process. I knew by then he was over his head. Not his fault. They sent someone to do a job He couldn’t. I requested all but $125 as refund and owner declined by a phone call from Rep William
Revdex.com and ***,
Our employee, Alex, was on-site for 9.75 hours (see photos for time stamps of arrival and departure, GPS coordinates he was at her location almost the entire day) doing a laundry list of services for ***. Alex included a long list of notes of all the items he did for ***. We discounted this job down from $1218.75 to $500 because Mrs *** said she could not afford more. We serviced Mrs ***'s numerous devices and migrated as much data as she would allow us in the time allocated. See the attached work order notes for a full list of all items rendered to Mrs ***. Mrs *** already received a very healthy discount.
Dr. Matthew *** K, EE, MCSE, PhD in ITKarls Technology Computer ServiceMicrosoft Gold Partner*** office*** cell
On 08/10/18 I searched the internet for a local mobile computer repair company and located Dallas Computer Repair Service, which I later found out is actually *** Technology Computer Service. They advised me they did not have a tech in the area but could have a tech remote access my laptop to perform a diagnostic test for repair. The tech contacted me and gained remote access. After an hour the tech called me back and advised he had tested my laptop and the software was good but the hard-drive failed the test and needed to be replaced. The tech said they could not do it because they did not have anyone in the area but could recommend someone. I told them no thank you because I could take it to someone in Rowlett myself if that was the case. I was charged $125.00.
I took my laptop to a local computer repair company. They tested the hard-drive and found no issues. They tested the software and found issues with the operating software. They removed all the software and re-loaded new software. The laptop works perfectly since then.
I called and complained to the company and requested to speak to a manager. The person who answered the phone said he would have a manager call me back. I never heard from the company again.
The person who answered the phone also told me that he pulled up the techs notes and what the tech meant to say was that he found issues with the hard-drive and it might need to be replaced and that he did not have access to test the software , which might have been an issue.
That is nothing what the tech told me on the phone and for them to charge $125.00 for no repair and they made the issue worse because after the tech was done my computer would do nothing.
Revdex.com and Mr ***,We discounted the services to Mr. down to one hour because we could only diagnose his issue since his hard drive was failing. Mr. system was properly diagnosed as having hard drive issues. His hard drive had multiple SMART values that would not populate, any SMART values missing means replace the hard drive and the hard drive had 1028 days of power on hours, industry practice is to replace it at 500 days of power on hours. We rendered service (diagnosing Mr. computer issues), we even gave him a discount and recommended a local shop to exchange the hard drive. The shop Mr. took his computer to would not be our recommended vendor as it is not a wise practice to spend billable labor reinstalling Windows on a 4 year old computer but not replace the $40 hard drive (damaged or not, it would be normal practice of a good shop to not replace the main wear and tear hardware device when it is 4 years old). Mr. is best advised to replace the 4 year old hard drive with a new one before his laptop fails.Dr. ***, EE, MCSE, PhD in IT*** Technology Computer ServiceMicrosoft Gold Partner***
***www.***technology.com
On 08/10/18 I searched the internet for a local mobile computer repair company and located Dallas Computer Repair Service, which I later found out is actually *** Technology Computer Service. They advised me they did not have a tech in the area but could have a tech remote access my laptop to perform a diagnostic test for repair. The tech contacted me and gained remote access. After an hour the tech called me back and advised he had tested my laptop and the software was good but the hard-drive failed the test and needed to be replaced. The tech said they could not do it because they did not have anyone in the area but could recommend someone. I told them no thank you because I could take it to someone in Rowlett myself if that was the case. I was charged $125.00.
I took my laptop to a local computer repair company. They tested the hard-drive and found no issues. They tested the software and found issues with the operating software. They removed all the software and re-loaded new software. The laptop works perfectly since then.
I called and complained to the company and requested to speak to a manager. The person who answered the phone said he would have a manager call me back. I never heard from the company again.
The person who answered the phone also told me that he pulled up the techs notes and what the tech meant to say was that he found issues with the hard-drive and it might need to be replaced and that he did not have access to test the software , which might have been an issue.
That is nothing what the tech told me on the phone and for them to charge $125.00 for no repair and they made the issue worse because after the tech was done my computer would do nothing.
Revdex.com and Mr ***,We discounted the services to Mr. down to one hour because we could only diagnose his issue since his hard drive was failing. Mr. system was properly diagnosed as having hard drive issues. His hard drive had multiple SMART values that would not populate, any SMART values missing means replace the hard drive and the hard drive had 1028 days of power on hours, industry practice is to replace it at 500 days of power on hours. We rendered service (diagnosing Mr. computer issues), we even gave him a discount and recommended a local shop to exchange the hard drive. The shop Mr. took his computer to would not be our recommended vendor as it is not a wise practice to spend billable labor reinstalling Windows on a 4 year old computer but not replace the $40 hard drive (damaged or not, it would be normal practice of a good shop to not replace the main wear and tear hardware device when it is 4 years old). Mr. is best advised to replace the 4 year old hard drive with a new one before his laptop fails.Dr. ***, EE, MCSE, PhD in IT*** Technology Computer ServiceMicrosoft Gold Partner***
***www.***technology.com
It was not disclosed to me of a $125.00 cancellation fee by this company either verbally or in writing or on their website. I made an appointment before leaving town in Feb for an appointment on my return. I forgot about the appointment and was charged by Karls
Computer repair $125.00. They followed by sending my account to a collections agency. I called both the company and the collection agency and they both agreed that neither the website or any email to me disclosed this fee. I feel this is illegal and unethical and may hut my good credit history
Our cancellation policy is clearly stated in our help desk and was automatically sent to *** A *** at ***@msn.com when she scheduled the appointment. When a client cancels without giving notice, they prevent other clients from being serviced. When *** scheduled an appointment she held a reservation time for service. We clearly state that if prior notification of a cancellation is not given, they will be charged an hour of service for the missed appointment. *** never cancelled her appointment, our field engineer arrived at her house at 9:12am for a 9-10am appointment and *** was not present. He waited for 30 minutes and attempted calling her 3 times before he left her house. We sent emails and voicemails but received no contact from *** so she was sent to collections. Here is the pertinent copy of the email that is sent automatically when the ticket was created (see the attached photo for the entire email):
Appointment Cancellation Policy Agreement:
{{helpdesk_name}} is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being serviced. When you scheduled your appointment understand that you are holding a reservation time for service. Please notify us before the end of the business day prior to your scheduled appointment to notify us of any changes or cancellations. If prior notification is not given, you will be charged an hour of billable service for the missed appointment reservation.
:Please see the attached photo of the ticket created for *** with GPS and address within the ticket showing our field engineer arriving at her house and waiting for her during our appointment reservation. Highlighted is 1. our arrival time, 2. ***'s address derived from the GPS check and 3. her email address. The second photo shows our software that automatically emails all customers at their email address when we schedule an appointment.
It was not disclosed to me of a $125.00 cancellation fee by this company either verbally or in writing or on their website. I made an appointment before leaving town in Feb for an appointment on my return. I forgot about the appointment and was charged by Karls
Computer repair $125.00. They followed by sending my account to a collections agency. I called both the company and the collection agency and they both agreed that neither the website or any email to me disclosed this fee. I feel this is illegal and unethical and may hut my good credit history
Our cancellation policy is clearly stated in our help desk and was automatically sent to *** A *** at ***@msn.com when she scheduled the appointment. When a client cancels without giving notice, they prevent other clients from being serviced. When *** scheduled an appointment she held a reservation time for service. We clearly state that if prior notification of a cancellation is not given, they will be charged an hour of service for the missed appointment. *** never cancelled her appointment, our field engineer arrived at her house at 9:12am for a 9-10am appointment and *** was not present. He waited for 30 minutes and attempted calling her 3 times before he left her house. We sent emails and voicemails but received no contact from *** so she was sent to collections. Here is the pertinent copy of the email that is sent automatically when the ticket was created (see the attached photo for the entire email):
Appointment Cancellation Policy Agreement:
{{helpdesk_name}} is committed to providing all of our clients with exceptional care. When a client cancels without giving enough notice, they prevent another client from being serviced. When you scheduled your appointment understand that you are holding a reservation time for service. Please notify us before the end of the business day prior to your scheduled appointment to notify us of any changes or cancellations. If prior notification is not given, you will be charged an hour of billable service for the missed appointment reservation.
:Please see the attached photo of the ticket created for *** with GPS and address within the ticket showing our field engineer arriving at her house and waiting for her during our appointment reservation. Highlighted is 1. our arrival time, 2. ***'s address derived from the GPS check and 3. her email address. The second photo shows our software that automatically emails all customers at their email address when we schedule an appointment.
I had some computer problems in late February, early March. I searched the internet looking for help. I went to several sites filled out some information until I was contacted by a local shop and I then had my issue resolved by the local shop. A week to 10 days later I received a phone call from a person who identified themselves as a computer tech coming over to repair my computer. I replied that I had the issue resolved and did not recall who they were and if I had made an appointment with them I would have a contact number to cancel more than a week previous.
The tech never showed up, but stated I would be subject to a cancellation fee.
I replied that there was no way to cancel and I did not know who they were. Since I live in Sun City an area of senior citizens, I believed that this was some kind of scam, or worse.
called and booked an appointment with us on 2/17/2018 at 12:18pm for us to come out and reset the password on his HP computer. You can listen to the phone call here https://***Appointment.mp3 . He clearly booked an appointment for 2/24/2018 and confirmed with us that his email address was ***@gmail.com We immediately sent him a confirmation email to said address where it has the same appointment agreement that is on our website. If you have to cancel a booked appointment please do so before the day of the appointment to avoid a $62.50 cancellation fee. 24 hours before an appointment we send out a reminder email about the appointment, stating the time and repeating the $62.50 cancellation fee if an appointment must be cancelled same day. As you can hear from the appointment booking audio, our schedule is booked up for several days out, we try everything to make sure we can service people as quickly as possible and last minute cancellations keep us from servicing people and cost us money since we reserve that time slot for work. Just as was stated to Mr. when he booked and scheduled the appointment, *** called Mr. as *** was driving out to Mr. house for his appointment. Mr. cancelled the work order on the phone as was informed by *** about the cancellation fee. Mr. had every opportunity to cancel the appointment before the day of the appointment and was sent two confirmation and reminder emails with the same cancellation policy listed on our website. The debt is legitimate and has already been turned over to our collection agency.
I did not receive any e-mail prior to the appointment.
The debt was already placed with our collection agency before this Revdex.com complaint was filed. For the most part, the financial issues are out of our hands, we attempted to settle the issue with our customer but he ignored all contact until the debt was sent to collections. I can give a good will credit for future work but beyond that customer will need to deal directly with the collections agency. I am not sure what Revdex.com wants us to do here? We setup an appointment and thoroughly explained and documented our policies to the customer. The customer was sent two reminders about the appointment and they did nothing. Once they were billed we made six collections attempts and sent multiple emails, all which were ignored so we passed the debt onto a collection agency. I open to suggestions on how to settle this and make the customer happy but I am not sure how we could accomplish that.
I originally contacted Karls Technology to help me with my macbook pro. It was causing several issues that I had two other companies take a look at. Furthermore, I was disappointed when I went to the Apple Store and they told me it was out of there wheelhouse for a repair. HOW IS THAT POSSIBLE?! I bought it from the store, I needed support, but NOPE, their solution? Reinstall the OSX and it should fix everything. That is not a solution. That is a terrible mindset and wow am I disappointed I was pushed into buying an all encompassing operating system. Needless to say, I gave this company a shot. The owner contacted me, spent the time going over the service and how they could help rather than turn me away like the other companies and not help me with my overall problem. At the end of the day, they charged me appropriately, they fixed the issue and they spent the time going over ever detail. Not only that, they followed up with a week later, did their due diligence and then asked me if there was anything else they could help out with. Well, I did have one other problem and they remoted into my machine and fixed it in no time. WOW, who would have thought that such an honest company could exist. One in which I felt safe letting my computer be exposed to. I will recommend this company as I have never felt so positive about an experience with a service business.
Thank you for your feedback and recommendation, let us know if there is anything else you need help with.
I had some computer problems in late February, early March. I searched the internet looking for help. I went to several sites filled out some information until I was contacted by a local shop and I then had my issue resolved by the local shop. A week to 10 days later I received a phone call from a person who identified themselves as a computer tech coming over to repair my computer. I replied that I had the issue resolved and did not recall who they were and if I had made an appointment with them I would have a contact number to cancel more than a week previous.
The tech never showed up, but stated I would be subject to a cancellation fee.
I replied that there was no way to cancel and I did not know who they were. Since I live in Sun City an area of senior citizens, I believed that this was some kind of scam, or worse.
called and booked an appointment with us on 2/17/2018 at 12:18pm for us to come out and reset the password on his HP computer. You can listen to the phone call here https://***Appointment.mp3 . He clearly booked an appointment for 2/24/2018 and confirmed with us that his email address was ***@gmail.com We immediately sent him a confirmation email to said address where it has the same appointment agreement that is on our website. If you have to cancel a booked appointment please do so before the day of the appointment to avoid a $62.50 cancellation fee. 24 hours before an appointment we send out a reminder email about the appointment, stating the time and repeating the $62.50 cancellation fee if an appointment must be cancelled same day. As you can hear from the appointment booking audio, our schedule is booked up for several days out, we try everything to make sure we can service people as quickly as possible and last minute cancellations keep us from servicing people and cost us money since we reserve that time slot for work. Just as was stated to Mr. when he booked and scheduled the appointment, *** called Mr. as *** was driving out to Mr. house for his appointment. Mr. cancelled the work order on the phone as was informed by *** about the cancellation fee. Mr. had every opportunity to cancel the appointment before the day of the appointment and was sent two confirmation and reminder emails with the same cancellation policy listed on our website. The debt is legitimate and has already been turned over to our collection agency.
I did not receive any e-mail prior to the appointment.
The debt was already placed with our collection agency before this Revdex.com complaint was filed. For the most part, the financial issues are out of our hands, we attempted to settle the issue with our customer but he ignored all contact until the debt was sent to collections. I can give a good will credit for future work but beyond that customer will need to deal directly with the collections agency. I am not sure what Revdex.com wants us to do here? We setup an appointment and thoroughly explained and documented our policies to the customer. The customer was sent two reminders about the appointment and they did nothing. Once they were billed we made six collections attempts and sent multiple emails, all which were ignored so we passed the debt onto a collection agency. I open to suggestions on how to settle this and make the customer happy but I am not sure how we could accomplish that.
I originally contacted Karls Technology to help me with my macbook pro. It was causing several issues that I had two other companies take a look at. Furthermore, I was disappointed when I went to the Apple Store and they told me it was out of there wheelhouse for a repair. HOW IS THAT POSSIBLE?! I bought it from the store, I needed support, but NOPE, their solution? Reinstall the OSX and it should fix everything. That is not a solution. That is a terrible mindset and wow am I disappointed I was pushed into buying an all encompassing operating system. Needless to say, I gave this company a shot. The owner contacted me, spent the time going over the service and how they could help rather than turn me away like the other companies and not help me with my overall problem. At the end of the day, they charged me appropriately, they fixed the issue and they spent the time going over ever detail. Not only that, they followed up with a week later, did their due diligence and then asked me if there was anything else they could help out with. Well, I did have one other problem and they remoted into my machine and fixed it in no time. WOW, who would have thought that such an honest company could exist. One in which I felt safe letting my computer be exposed to. I will recommend this company as I have never felt so positive about an experience with a service business.
Thank you for your feedback and recommendation, let us know if there is anything else you need help with.
If I could give this company a zero rating, I would!
We were having problems with our computer freezing up. Our processes were showing over 90% which slowed/froze our computer. We contacted Karls Technology and we had a technician by the name of David come out to the house on 6/17. He was quick. He was prompt and in about an hour had repaired our problem. We thought everything that our $125 we spent to fix our computer was well worth it, but it wasn't
Just last week, for the first time since the service, we tried to use our scanner from the printer to scan a document that we needed to act upon right away but the scanner wouldn't work. Prior to the technician coming out, we had NEVER had an issue with the scanner. I'm guessing when the technician came out, he must have uninstalled or did something to the printer because when had left, the icons were missing.
I called Karl's Technology and explained the problem. I explained to the guy what was going on and how it was working before his technician came to do the initial repair. He scheduled an appointment for the same technician to come out and see what was going on and even admitting it sounds like a print drive issue. Again this would have been something done to it when the technician was here last time.
David came out and again was prompt and friendly was able to fix the scanner. The print driver program needed to be reinstalled. Before he left, he told us the service would be $130. When contacting what I assume was the owner, he seemed irritated I was calling him. I asked him why we were being charged for something one of his technicians did. I was told he couldn't be responsible for the original service since it was over two months ago. When I reminded him it had been only 30 days, he still insisted the issue was at our end and that they would not guaranty their previous work. Ultimately, I paid $130 to have them reinstall the program they neglected to reinstall in the first visit.
Thank you for the feedback. I'm sorry you had issues after our initial visit. I just read over all your notes and I agree with the assessment David made in the field that the 2nd trip was billable and not a free revisit. The first trip was work on the hardware and David did not work on your print driver or anything to do with the scanner. He also noted in his work order that he showed you printer and scan logs that showed that you had used the printer after our first visit. Your 2nd trip two months after our first work order was unrelated. If you feel this is unfair or just want to talk about it, please call me (1-800-620-5285, ask to speak with Matt Karls) and I would be happy to hear your side. Also, to be clear, you spoke with one of our dispatchers and not myself (the owner of the company) when you called in after the 2nd visit.