Lester, Inc.

I was fine and the tech's were vey knowledgable.

Review: My mum did a web search to contact [redacted] number came up...and when she spoke to them thinking they were [redacted], not once did they inform her who they really were. They then talked her into fixing her computer remotely for a 120 annual fee membership. Within two weeks her bank accounts were shut down as a security precaution as various different computers were trying to access her accounts using multiple passwords. The lady at the bank we spoke to had heard of [redacted] and the same thing has happened to other customers. My mum is now too worried to use her computer again. I contacted [redacted] yesterday and when I asked to make a complaint to a supervisor I was refused this request and told they would get a supervisor to call back in 3-5 days time. They also said that they would give a refund in the same time scale.Desired Settlement: My mother is now too worried to use her computer as she is concerned that [redacted] have put something on there (other customers have reported this happening on forums and websites). She will now have to buy another computer for peace of mind.

Business

Response:

Complaint Received Date: 08/14/2014

Revdex.com Case No: [redacted]

Consumer Name: [redacted]

Complaint Response/Solution:

In her

complaint [redacted] daughter states that her

mother was looking for assistance with obtaining a refund from [redacted] and was

searching for the contact number for [redacted] and reached [redacted] instead. [redacted] chose/clicked

on the result which had a reference to our organization and therefore reached

us. [redacted] is an independent provider of technical support services for

several third party brands. Our website www.[redacted].com makes it very clear

that we are not affiliated with any computer or software product company.

According

to our recordings of the conversations, [redacted] contacted us

on July 28, 2014 needing assistance in getting a refund from [redacted]’s advisor immediately answered the call with the

required "Thank you for calling [redacted]. The leaders in Independent

Technical Support". With

[redacted] consent and authorization our

advisor took remote access of her computer. He diagnosed the computer and

educated [redacted] about the benefits of our Annual

Subscription and assisted her in getting the refund from [redacted]’s

Support provided a reference number ([redacted]) for this refund and a

confirmation email was sent to r[redacted] then signed up for

a 1 Year Annual Maintenance Plan with [redacted]. A receipt was sent to [redacted] email address and a copy was saved on the desktop of her computer.

[redacted] daughter mentioned in the complaint that (Within two weeks her mother’s bank accounts were shut down as a

security precaution as various different computers were trying to access her

accounts using multiple passwords). A follow-up call was made on August 14,

2014. On that call [redacted] informed us that she had received an email in

which someone portrayed that they were from [redacted], asking for her personal

details. She did not reply to it because

she thought the email was suspicious. [redacted]’s

advisor suggested that [redacted] change her password relating to her banking

account and she agreed.

The

information provided by [redacted] made it sound like the email that she received was a” phishing” email. Phishing is the attempt

to acquire sensitive information such as usernames, passwords, and credit card

details (and sometimes, indirectly, money) by masquerading as a trustworthy

entity in an electronic communication. Refer http://en.wikipedia.org/wiki/Phishing [redacted] should visit the

below website to know more about phishing emails and how to be safe from online

frauds:http://socialsafety.org/hacking-phishing/

At

[redacted], we take extreme precaution while handling customer’s personal

information. Our web site takes every precaution to protect our customers’ information.

When a customer submits sensitive information via the Web site, that

information is protected both on-line and off-line. When our registration form

asks a customer to enter sensitive information (such as credit card number),

the information is encrypted and is protected with the best encryption

software.

While on a secure page, such as on our

registration form, the “lock” icon on the bottom of Web browsers such as

Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open,

when a potential customer is just 'surfing'. While we use encryption to protect

sensitive information online, we also do everything in our power to protect

customer information off-line. All information, not just the sensitive

information mentioned above, is restricted in our offices. Only employees who

need the information to perform a specific job (for example, our billing clerk

or a customer service representative) are granted access to personally

identifiable information. Furthermore, ALL employees are kept up-to-date on our

security and privacy practices. Every quarter, as well as any time new policies

are added; our employees are notified and/or reminded about the importance we

place on privacy, and what they must do to ensure our customers' information is

protected. Finally, the servers where we store personally identifiable

information on are kept in a secure environment.

The

remote access software used by [redacted] is powered by LogMeIn.

LogMein a publicly traded US company, founded in 2003, with head

quarters in [redacted]. Please refer to [redacted] for further details. All

communications done via this remote software is secured with 256-bit SSL

encryption, the same security levels used and trusted by major banking

institutions.

It has also been mentioned in the complaint by [redacted] daughter

that (I contacted [redacted] yesterday and when I asked to make a complaint to

a supervisor I was refused this request and told they would get a supervisor to

call back in 3-5 days time. They also said that they would give a refund in the

same time scale.).

Apparently

there was a miscommunication that happened between the advisor and [redacted] When she was asking for a supervisor, our advisor was giving her the details

about the refund procedure, which usually takes 5-7 business days to get credited

back in to the account. We apologize

for the miscommunication during the course of that conversation.

In

compliance with [redacted]’s policy we canceled the 1 Year Annual Maintenance Plan

and a full refund of £119.99 has been issued. A confirmation email about the

refund has been sent to [redacted] email address. We request that [redacted] check her

latest bank statement to confirm the refund.

[redacted] mentioned reviews about

[redacted] posted on various websites. All reviews that are posted on third party

websites are not governed or monitored to ensure only genuine complaints are

posted. However, we endeavour to ensure any complaints that we receive on

social or legal websites are reverted and every concern is addressed. Every day we handle and successfully resolve thousands of

customer inquiries. Check what our customers have to say about us on

Facebook. We have more than 1,000

comments on [redacted]

Nilesh S[redacted]
I was very pleased with the resolution of a serious malware attack on our computer...our browser was hijacked, and we were unable to use the computer. Nilesh at [redacted], an independent tech support for our [redacted] security, spent much time going through all possible problems. It appears that our computer is now in the best shape it has been in for a long time. Thank you.

Review: I called for a refund for an unauthorized charge to my bank account & they lied and told me that they needed to access my computer to apply the refund

GuruAid and Lesterinc.com misrepresented themselves as Trend Micro and explained to me the only way my money could be refunded to me was that their technician had to access my computer remotely to log me into my Trend Micro account. I was supposed to log into my account and than they could hellp me get my refund.I let them access my computer remotely and than they disconnected from the phone and kept accessing my computer remotely.

I called back and spoke to another Representative and she also told me that she had to access my computer remotely. I explained to her again that I just needed to have my money refunded by Trend Micros Customer service account and she finally gave me the 800 number and I spoke to Trend Micro and they immediately refunded my money and claimed to have no affiliation with this company that is posing as Trend Micro. When I searched for Trend Micro's telephone number online, GuruAid is the first number that appears with Trend Micro's name on the website,which is very deceiving. I want to know what Kind of information

Lesterinc/GuruAid attained while fraudulently accessing the information on my computer?Desired Settlement: I want some kind of proof that this company did not infiltrate my personal information on my computer for fraudulent reasons. I want to know why they misrepresent themselves as Trend Micro.

I want to know why they lie to consumers who call them for assistance. I want it on record that on this date that this company accessed my private home computer in case they have stolen my identity or money from my bank account or charged me another unauthorized fee. 7/10/13

Business

Response:

Business Response /* (1000, 8, 2013/07/26) */

Ms. [redacted] contacted GuruAid through an Internet search of Trend Micro. When you initiate a search you will be directed to many companies that support Trend Micro software, not just GuruAid. It's important to read the link under the heading. The link clearly states what company you will be connected to, as it does with GuruAid. Our advisor informed Ms. [redacted] immediately "we are Guruaid, an Independent Support Company", there was no misrepresentation.

Our advisor needed to access her computer to check necessary details such as the license number of her Trend Micro account in order to aid her in her refund request. Prior to taking remote control, Ms. [redacted] was given the necessary disclaimer to "to close all personal files and folders" and the advisor proceeded after Ms. [redacted] authorized access to her computer. Her accusations that GuruAid "fraudulently accessed her information" is untrue. Her concerns that " they have stolen my identity or money from my bank account or charged another unauthorized fee" are unwarranted. Guruaid is a Independent PC Support Company with a staff of over 1,200 assisting customers with numerous tech related issues along with helping obtain refunds from software companies.

Review: I signed up for Guruaid for convenience and what I thought to be great service. When communicating with their representatives from the beginning, I had difficulty. Before signing up, I had my computer checked and updated by [redacted] early September. They installed the programs that I wanted. Today I have non of those programs. During my visits they have changed and altered the programs. I have had to sit for 5 hours several times while the programmers tried to reset my computer and have had make it responsive. Each time the programs were changed. I had to purchase a reboot disc in order to reinstall operations. Why it would crash, I do not know and can only speculate. Some thought it was the security company I had installed.I think this type of service is a great idea and it is workable but the communication and understanding of product needs to improve. The people working for this company are gracious and earnest in their efforts to provide good service. As an example I had [redacted] install "Apache." AT that point I knew that I would never be completely satisfied with the service. I paid for a 3 Year Contract. I have since purchased another computer and am using Geek Squad. I installed this service around October 2012 and haven't used it since April of this year. I have contacted Lester by email and have sent a letter to this address for GuruAid with only response is a telephone call telling me they will not refund my money

Product_Or_Service: Service Contract for computer

Account_Number: Contract # GAXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

Since I purchased a contract for 3years and only used it for 6 months, I would like the remaining time on the contract refunded.

Business

Response:

Business Response /* (1000, 5, 2013/07/15) */

Ms. [redacted]'s first contacted GuruAid on October 11, 2012, a diagnostic test was run and critical issues were resolved in that session. Ms. [redacted] contacted us again six more times over the next three months with separate issues that she confirmed were resolved on either the chat or her call. Recently Ms. [redacted] said that she has subscribed with the Geek Squad and seems to have changed her mind about GuruAid and is looking for refund. GuruAid records show all the 7 issues were fixed.

In our last contact Ms. [redacted] we informed her that she had paid for 2 years on 11th Oct 2012 and she can access the service for 1 year until Oct 11, 2013. We have issue a refund for the second year.

Review: I had a virus on my computer, couldn't open my aol. it was blocked by norton. I thought I was calling norton symanic support for help on 4/27/13. technician took over my computer, fixed the virus, but wiped out all my other information such as drivers, printer, sound, quicktime, etc. my desktop was changed, can't update microsoft firewall to "on", etc. my computer needs to be set up again. I called this morning, 4/28/13 for help as I signed up for one year maintenance protection...as I am 68 and not computer savvy. I wanted to talk to a technician before I gave over remote control of my computer to them again, was put on hold for 15 minutes.I hung up and called credit card to cancel the charge.

Product_Or_Service: one year maintenance program

Desired Settlement: DesiredSettlementID: Refund

credit card co will file a dispute, want the charge reversed and cancel protection

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

[redacted] called GuruAid on April 27, 2013, she was facing issues when opening websites on her AOL browser, Norton Anti Virus was blocking the website. She searched online for Norton Technical Support and chose the number on the search engine not aware of the fact that she was calling GuruAid.

As GuruAid offers independent technical support for Norton products, one of GuruAid's reps tried to assist her with the issue and inform her about GuruAid and its services. Ms. [redacted] then agreed to sign-up for the 1Yr AMP plan and paid GuruAid $169.99. Ms. [redacted] was then connected to one of the technicians, who tried to fix the issue, but the customer was in a hurry to leave and confirmed that it is okay if the issue was not resolved the same day and a call back was scheduled to fix the issue the next day. Our technician called the customer at the scheduled time but could only reach Ms. [redacted]'s voice mail. A message was left for the customer to call the Toll Free lines of GuruAid.

We were able to speak with the customer on April 29, 2013, she wanted to cancel the subscription, we informed that we would be cancelling the charge for $169.99 on her credit card and the same would reflect on her card in the next 5-7 business days and she agreed for the refund. A confirmation email regarding her refund was sent to Ms. [redacted] on May 1. 2013.

[redacted]s company was able to assist me in getting my Laptop repaired and set up properly by doing so on-line.It took some 5 hours of very good technical skills and politeness and working with the technician myself to accomplish successfully a"new" working laptop. I am very impressed with them and glad to be able to communicate with the outside world again.

Review: Guruaid used deceptive practices in saying they were [redacted] support and [redacted] affiliated! Guruaid created problems with the computer by shutting down my [redacted] programs.I've had nothing but problems with all other devices connected to my network. I had to hire a [redacted] engineer to correct all the problems with my computers in additional cost of $200 dollars. I paid these people $500 for 2 yrs. of protection of my computer. How I found out I had a major problem was trying to hook up my smartTV and Bose sound system. [redacted] had to access my computer and all my [redacted] programs were shut down. This resulted in not being able to install sound system. Had to call another company to resolve all the problems with my computers. These people need to be stopped from scamming people into saying they are [redacted] affiliated and [redacted] support. These are deceptive practices and plain fraud!Desired Settlement: I called customer service to see if I could get a refund but all Guruaid had to say was I was over the grace period. They need to give me a full refund since they assured me when they contracted to keep my computer safe with the programs they installed to protect computers from cyber attacks. These were put on my computer by Guruaid since they were the only company on my computers for 1 1/2 yrs.

Business

Response:

The customer subscribed with GuruAid for one year in August 2012 and the following year renewed again for 2 computers. He had some work done on a computer with an outside source and was unhappy that he had to pay to have that work done.

He insisted that he receive a refund and in the spirit of goodwill, GuruAid agreed to a partial refund of $230.00 and he was advised that he would receive a check in 7 to 15 business days.

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,

[redacted] I accept the offer from Guruaid and consider the complaint resolved if my refund comes in 14 days. Will advise the Revdex.com if Guruaid doesn't follow through with their promise to refund me $230!

I was very happy with the service provided to me today. The technician was most helpful and very patient and very good at hi s job. Would recommend this service to others...

I am very pleased with the service I am getting from GuruAid. I am going to suggest GuruAid to my friends so that they can get the services to resolve their computer problems.

Fantastic experience with [redacted] and the technician who helped.... Abhishek. Solved all the problems completely!

I was very pleased with the service specially with the help by Bhavesh P[redacted]. he was very patient and understanding and shall attempt to have him help me in the future while l look forward to next 3 years of service.

Review: Lester, Inc calls several times a day and there is never anyone on the other line. This is disrupting the daily business at [redacted] Public School.Desired Settlement: That Lester, Inc never calls [redacted] Public School again

Business

Response:

Thank you for your services. I am very pleased with everything. I especially want to thank the technician, Karan.

clean up okay

I appreciate for mcafee helping me today, it is greatly appreciated. Thanks the staff for been their and giving me all kinds of informations.

I appreciate very much having [redacted] to be able to call when I need help with my computer. You are always so kind and friendly and willing to help and for this I'm thankful. God Bless

Review: In January 2014 I was having a problem with my computer. I called this Guruaid tech support company and was told they are affiliated with [redacted]. Now I find out they are not and have never been affiliated with [redacted]. I paid $169.99 for a years service for my computer yet when I call them or leave a message for them to return my call I never hear from them. Today I decided to call and go as a new customer. They answered my call right away. I had just called [redacted] and had my computer checked. It seems this Guruaid has stopped a lot of system things in the computer and caused me all kinds of problems with the computer. All this time I thought it was my internet service. If I cannot get the service when I call as a customer then I do not need them. I have also since seen and read many complaints about this company. This is very scarey that I am letting people have access to my computer and information that is not reputable. Again will not answer the calls or return calls as an existing customer.Desired Settlement: Refund of my $169.99 for services NOT given. Used them one time on 1/5/2014.

Business

Response:

According to our recordings Ms. [redacted] contacted us on January 5, 2014 about a virus issue and also needed assistance with clean-up and tune-up on her computer. GuruAid’s advisor informed Ms. [redacted] that "We are GuruAid an Independent PC Support Company” prior to taking Ms. [redacted]'s computer on remote. Ms. [redacted] acknowledged it and our advisor took remote access of her computer. GuruAid’s advisor then diagnosed the computer’s issues and educated Ms. [redacted] about the benefits of our Annual Subscription. Ms. [redacted] was interested in the subscription and paid $169.99 for a 1 year Annual Maintenance Plan. Ms. [redacted]'s issue was resolved and Ms. [redacted] confirmed it.

Ms. [redacted] contacted us a second time on April 18th about a Hotmail issue as she was unable to access her email. GuruAid advisor was assisting her, wherein during the course of conversation Ms. [redacted] inquired if we are associated with [redacted]. GuruAid’s advisor genuinely branded the company stating that “We are GuruAid an Independent PC Support Company”. After listening to this, Ms. [redacted] thought she was mislead and hung-up the call.

Since then multiple follow-up calls were made to Ms. [redacted] between the 18th and 27th of April. We attempted to communicate with Ms. [redacted], but Ms. [redacted] was unreachable and voice messages were left.

Ms. [redacted] has mentioned that she desires to have a full refund of $169.99 and does not wish to continue her subscription. We accepted Ms. [redacted]'s request because we believe in customer satisfaction, and a full refund has been processed on April 28, 2014.

I came to your company for assistance feeling very frustrated after purchasing [redacted] protection for my computer. After speaking with your staff (unfortunately I do not remember the other two staff that I spoke with before being passed along to Sagar), I must say how impressed I am with these three people. All of them provided exceptional customer support.
Special mention must be given for the excellent service I received from Technician Sagar [redacted]. This individual kept me entertained while my slow internet connection downloaded the required files. Sagar also displayed total competence while cleaning up my computer.
By the time all work was completed, my frustration level had disappeared.
I cannot thank you enough for the good work that your employees provided today.
I wish you and your company all the best. I would not hesitate to recommend your company to anyone I know.
Brenda [redacted]

Review: This company scammed my elderly father into spending $399.00 for computer services then tried to get him to purchase another $149 in products he already owned. They claimed to be certified by [redacted] which they are not. They have a money back guarantee if within 30 days. One of their representatives installed a program on my fathers computer and said someone was hacking into it and he needed to spend $149 so they could fix it. I drove to my fathers house and tried to speak to them and they would not talk to me when I asked for a case number they hung up. I told the person on the phone I can unplug the internet cable to stop the attack which I did. I had to reformat his hard drive and reinstall his operating system to get his computer to work properly again.He purchased on 11-29-13 I called them and emailed them to cancel and issues a full refund on 12-09-13. Well within their grace periodI called back on 12-10-13 and they said they were charging him $129 dollars. They will not be collecting any money from this false misleading transaction. The credit card company has been notified as well.Desired Settlement: Full refund of $399.99

Business

Response: