Lester, Inc.

Review: I thought I was connecting to [redacted] for technical support, which their website truly indicates that this is the site I was contacting.I was promised that my computer would run like new....it still has pop-ups and works very slowly; therefore GuruAid did NOT repair my computer problems which I requested.I was told that my service involve 27/7 support...All I get is to leave a voice message...this is NOT support...And I have not received a return phone call.Desired Settlement: I paid $299.99 for a 2-year support for my computer to work properly...My computer still operates slow and has the same pop-up problems.

Business

Response:

In the initial discussion with the customer, GuruAid clearly identified itself and what it does. After working on his computer, the customer called back because he said he was still having problems and left a voice mail message. GuruAid called back on 3/12 and had to leave a message. GuruAid would like to have the customer contact them as quickly as possible, either via telephone - ###-###-####, or email at [redacted] or click on the "Chat Now" link on the GuruAid website at GuruAid.com so they can correct any issues that exist.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business"s promise to me was 24/7 support....It is clear that they cannot deliver this type of service. If I accept the business"s attempt now, what guarantee do I have in the future that such lack of response will not continue? I do not want to be frustrated for a service that they have demonstrated that they cannot provide.

Review: I contacted GuruAid yesterday under the impression that it was a [redacted] tech support (they ad they have if you google tech support for windows 8 is VERY misleading}. The representative asked for remote access to my computer and as I watched her navigate through my computer I noticed that she was opening personal files, like going through my family pictures, notebooks and others, which struck me as odd. She then informed me that someone had high-jacked my computer and that they could help for the price of $169.99. They collected my bank information and then started asking me strange questions like how old I was, how many computers did I have, asked if I had other electronics (ipods, cell phones), what kind of credit cards I had and the list goes on. One of there "tech" guys then took over my computer and I literally sat there for two hours watching nothing happen on the screen. I disabled the remote access. I immediately went to my email account to check to see if there was a confirmation email they told me they had sent. No email ever came, even after I contacted them a second time and told them I wanted to cancel my subscription. The man I talked to said they would proceed to take out the money out of my account and then send me a check. I told them I didn't want to do that and he insisted that's what had to be done. So now I have to call the bank and have a stop payment put on my account. I then researched this business and found endless complaints against them. I then was able to contact [redacted] directly and they confirmed that guruaid is NOT affiliated with them. [redacted] is working to clean up my computer but in the mean time I have to worry about what information these clowns pulled off my computer as they had remote access. I'd also like to add that they tried selling me Windows defender, which later I found out was already installed on my computer from [redacted]. ( This came up when I was speaking with an actual technician from [redacted]) People beware of GuruAid.Desired Settlement: I honestly do not believe this company should be alound to operate . They mislead people, misrepresent themselves and who knows what kind of information they could be stealing from people. I think a serious investigation should be done concerning this company. I believe it to be a fraudulent company, scamming people out of there money and private information.

Business

Response:

According to our recordings of the transcript Ms. [redacted] contacted us March 2, 2014 stating that she had Windows 8 system and she cannot access the internet and she receives the message “no connection”. Our agent acknowledged the issue and assured Ms. [redacted] we could get that issue fixed. GuruAid’s advisor informed Ms. [redacted] that "We are GuruAid an independent pc support company”. Ms. [redacted] acknowledged that and with her consent and authorization GuruAid advisor took the remote access of her computer. GuruAid advisor then diagnosed the computer and educated about the benefits of our Annual Subscription. The session was transferred to the GuruAid technician for further assistance but Ms. [redacted] disconnected the session.

Ms. [redacted] never gave the opportunity to the technician to work on her computer. Ms. Gruber mentioned that advisor misguided her about selling of Windows Defender wherein it was already pre-installed on her computer. In fact the advisor adequately educated Ms. [redacted] about Windows Defender by stating "Windows defender is an inbuilt anti-virus in Windows 8 computer” and all she would have to do is when she talked to our technician, ask our technician to update the Windows defender", Ms. [redacted] acknowledged that point. Ms. [redacted] herself contacted us after sometime on the same day demanding a refund. GuruAid advisor offered assistance but Ms. [redacted] refused and threatened to approach Revdex.com. Our advisor verified the details and informed Ms. [redacted] that the payment was made via e-check. The amount of refund will be issued by a check to her mailing address. Ms. [redacted] initially refused but then later on agreed . We have issued a check for a full refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The information they GuruAid has given is incorrect. The representative NEVER stated that they were from an independent technical support till after they "sold" me their yearly subscription, nor did they tell me that windows defender was already installed on my computer, I found that out from an actual [redacted] agent. They also said I would be receiving all kinds of confirmation emails...I have yet to see any emails from GuruAid. I told GuruAid that I did NOT want them to process my check via electronic transfer and the agent I spoke with told me that "that was not the companies policy, we have to take the funds from your account and then will issue you a check and you will receive that by mail". I told the agent from GuruAId that I will stop payment then because I didn't want GuruAid taking money from me for a service I didn't want. I contacted my banking institution the next day (Monday March 3rd, 2014) and put a stop payment on my account for the amount of $169.99 and from GuruAid. Not only did they attempt to take money from my account that day but they also tried impersonating [redacted] the next day, Tuesday March 4th 2014, and tried removing $169.99. My financial institution immediately contacted me about this. I have absolutely NO account or subscription of any kind, nor have I ever done business with [redacted]. I contacted [redacted] on Tuesday immediately after speaking with my financial institution and [redacted] had no record of me or them requesting money from me or my checking account. I can provide any proof you would like to support my statements. Also contrary to what GuruAid reported that a refund was issued, that is false. How can they refund me money they never received? I would like GuraAid to reimburse for the $25 fee for the stop payment I had to put on my checking account to prevent them from taking money from me.

Sincerely,

Lisa Gruber

Business

Response:

GuruAid always clearly identifies itself and in this case did the same. Since she did not wish to discuss the matter, and since we had received her payment in the amount of $169.99, a refund check was issued and mailed to her on 3/7 for the full amount. That check cleared our bank on 3/18/14.

As to the mention of [redacted], GuruAid has no affiliation with them and has never had one with them.

Review: I needed support loading [redacted] software and was somehow automatically redirected to Guruaid. I was charged $120 for a one time computer clean-up. I had no problems with my 16 month old [redacted] computer at this time. Once the "cleanup" was done my computer it started having issues. Called back to Guruaid at which time a technician initiated a command that destroyed my hard drive. I lost all my files, my computer had to have a "system restart". Once that was completed I found I had to buy new QuickBooks and MS Office software because no backup files would load fro QB and MS Office told me the key codes get destroyed when a system restart is done and so I have to buy new software.AND MY COMPUTER IS STILL HAVING ISSUES. Blue screen, crash dumps. I/O errors, forced shutdowns, goes to sleep and I hear the fan running like crazy. The same issues it had around the time the technician ran the tool or application that destroyed my hard drive.Desired Settlement: Refund of $120 which I essentially paid to have this company destroy my computer. Repair my computer of the damage caused by the technician who destroyed it.Compensate me for having to buy all new software even though I had current (but not the latest version) of QB and MS Office on computer. Let me reiterate I had no issues with my computer up to the point that Guruaid touched it. I just needed new [redacted] subscription to installed and Guruaid insisted I needed my computer "cleaned up"

Business

Response:

From our recordings of the transactions:

Review: this company refused to cancel my account when asked to and refund my money in the amount of $399.99.they protrayed themselves as a computer fix it company when in fact they are a telemarking company. they are not to be trusted.

Desired Settlement: DesiredSettlementID: Refund

cancel my account and refund my money

Business

Response:

Business Response /* (1000, 5, 2013/03/20) */

Mr. [redacted] called GuruAid on 3/13/13 about issues with his computer. He was connected to a technician who worked on his computer and resolved his issues as confirmed in the chat transcript.

Mr. [redacted] signed up for a two-year subscription for one computer and a one-year subscription for a second computer.

On 3/1/4/13 Mr. [redacted] called concerned GuruAid was not a legitimate organization.

It was explained to Mr. [redacted] that GuruAid is a leading independent technical support organization. GuruAid handles thousands of technical issues every day. Mr. [redacted] later called back wanting to cancel his subscription, the call was disconnected and we tried calling him back to understand why he was now unsatisfied with the service. A refund was processed on the 3/14/13 and an email was sent on 3/15/13, as we could not make contact with him by phone, confirming his refund.

Review: I was having trouble with my Anti-virus program (trend-micro) so I was seacrhing on the internet and I have these guys I called them and they took remote access of my computer. they then said that they will fix the issue. I agreed to the 2 year maintance plan which was 299.99. one day later I deicided that I didnt want the 299.99 year plan because I am college student and cant afford that, so they agreed to take 130 out 299.99 which would equal 169.99. which is a one year plan. I then agreed that they have technian diagnose my issue and fix it for me, they then had a techinian remote access my computer and I told that the the anti-virus program was fixed. they then clean out my temp folder and any junk that I had. two days later I asked for full refund of 169.99,they told me that I would not be getting a ful refund and that I would be gettingn 49.99( little did they tell me that there was a techniacian fee of 120.00) when the tech service my computer. they then told me that I would charged an additional 120.00 for the tech service(i did not know and was not informed that was 120.00 fee for tech service when I swiched my plan and they serviced my computer) and that I would be getting a refund of 49.99 they said that they would refunding me 49.99 and charging me 120.00 for the tech service. I would like a full refund of 169.99 from these peopleDesired Settlement: I would full refund of 169.99 for the one year plan.

Business

Response:

According to our transcripts of the recordings Mr. [redacted] contacted us stated that he was facing an issue with the Trend Micro anti-virus and while searching reached us. We provide tech support for products from leading tech companies. When you do a search on [redacted] presents a list of relevant search results. These results may have the information you are seeking and additional information that [redacted] thinks may be of relevance to you. In this case, he happened to choose/click on the result which had a reference to our organization. Our GuruAid advisor has branded the company appropriately and informed Mr. [redacted] that “We are GuruAid an Independent PC Support Company”, multiple times and Mr. [redacted] acknowledged the fact.

Mr. [redacted] contacted us on February 4, 2014 stating that Trend Micro Titanium Plus software is giving an error message “restart pc to solve the problem” this issue was addressed and Mr. [redacted] confirmed that it was. However, Mr. [redacted] contacted us later on the same day asking for refund. The call was escalated to a supervisor. Mr. [redacted] agreed to be retained by switching his plan from a 2year AMP to a 1year AMP. Hence we respected Mr. [redacted]’s decision and the transaction of $299.99 was voided and he was charged $169.99.

Mr. [redacted] approached us again on February 10, 2014 stating that he wanted a complete refund for the balance amount of $169.99. GuruAid advisor tried to find out the reason for his dissatisfaction as his previous issue was resolved, but Mr. [redacted] not only denied the assistance but also would not provide an appropriate reason for cancellation of subscription. Mr. [redacted] then demanded a supervisor on the call. As per customer's request supervisor came on call and tried assisting Mr. [redacted]. The supervisor came with a proposal of charging $120.00 as Single Incident Plan for the work already done on his computer and balance of $49.99 to be refunded. Mr. [redacted] agreed. Due to Technical reasons his refund has not yet been issued and due to the inconvenience caused due to the in delay in issuing his refund we are issuing a full refund of $169.99.

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.

[redacted] provided excellent service for my computer.the tech was very efficiant in all matters that I wanted iformation for.

Excellent Service and very Informative..

Technicians are always respectful and polite. They work efficiently and with professionalism.

Review: [redacted] disclosed to me that I would have full coverage and be given a 30 day window to make a remaining payment of the amount due for a full year subscription and that all any any computer problems during that 30 days would be taken care off. Then they pressured me for feed back and when I tried to

Log off of my computer they took full control of my cursor and took it away from my log off options. Not once, twice but 3x! I finally had to just shut off my computer and the when I received my bill it stated for SIP "single incident plan." The chat operator stated that I would have to make an additional 50$ payment if I had any other problems with my computer. I have screenshots of these incidents. Very unprofessional, rude & pushy!!! -1200 stars!!!Desired Settlement: No [redacted] and my $50 bucks back.

Business

Response:

Ms. [redacted]

states in the complaint that (“[redacted] disclosed to me that I would have full coverage and be given a 30 day

window to make a remaining payment of the amount due for a full year

subscription and that all any computer problems during that 30 days would be

taken care off.”)

According to

our recordings of the conversation, our advisor informed Ms. [redacted] about the benefits of an Annual

Maintenance Plan wherein Ms. [redacted] chose to subscribe to the Single Incident Plan instead by paying

$50.00. The Single Incident Plan for $50.00 is limited only to fixing the issue

for which a customer has contacted us and if that same issue re-occurs within

30 days then it would be fixed for free.

As Ms.

[redacted] chose to purchase the Single Incident Plan, [redacted] advisor informed Ms.

[redacted] that she had 30 days time if she wanted to upgrade from the Single Incident

Plan to an Annual Maintenance Plan and it was acknowledged by Ms. [redacted].

Ms. [redacted] also states that (“Then they pressured me for feedback and

when I tried to Log off of my computer they took full control of my cursor and

took it away from my log off options. Not once, twice but 3x! I finally had to

just shut off my computer and the when I received my bill it stated for SIP

"single incident plan.")

[redacted] collects customer surveys to understand our customer satisfaction level and

that is the reason why Ms. [redacted] was asked to fill a survey form at the end of

the session with the Technician. Customer satisfaction surveys help a company

measure satisfaction, identify unhappy customers and fill gaps in the service

delivery to improve overall customer experience. The Technician never forced

Ms. [redacted] to fill the survey but a gentle request was made.

Further a

disclaimer is given before initiating any remote session and the customer is

always in control of the remote session, if a customer chooses to disconnect

the remote session they can do it by following the procedure given to them at

the time of starting the remote session.

Ms. [redacted] contacted us on

December 19, 2014 stating that her son's tablet was recently stolen. Ms

[redacted]’s son is a minor; therefore she had linked his email account with her email

account using the Parental Control. She was now receiving email notifications

stating that "we recently blocked a sign in attempt to your [redacted] account”,

this message was sent to her email account [redacted].com and she needed

assistance in getting this issue fixed. Ms. [redacted] had [redacted] antivirus

installed on her computer but it had expired and she wanted [redacted] to be uninstalled

and [redacted]r to be installed instead.

Both

issues were fixed, also a clean-up and tune-up were done by the Technician to

improve the performance of Ms. [redacted]’s computer. A confirmation that her issues were fixed was

given by Ms.

[redacted].

As a gesture

of goodwill to Ms. [redacted] we will assist in fixing one more issue for her for

free before January 18, 2015.

Review: I called [redacted] to see why I was being charged for [redacted] Play through my checking account. I was somehow connected to [redacted]. One of their Sales associates was pressuring me to purchase their services. I let them access my computer remotely, the sales person talked fast and showed me things on my computer, and was telling me someone hacked into my computer and was stealing my identity and they could help me. I kept telling them I was phoning about [redacted] Play being withdrawn from my checking account. They told me that they weren't connected to [redacted], but were [redacted]. From their high pressure sales I was talked into enrolling in their services, for I was mislead, and pressured by their fast talking sales associate. I phoned them on 8/21/2014, I talked to another sales rep. and asked how I was connected to them when I phoned [redacted]. On 8/22 I phoned again asking for a refund for I was mislead and pressured into their services, when I didn't need it. This time the sales rep. told me that they are affiliated with [redacted]. They handle tech support for them. They once again started their pressure tactics. I told them I was going to report them, they said they would credit my debt card, then switched me to someone else that started pressuring me and I told him I just wanted my money refunded and hang up.Desired Settlement: I wanted my debt card refunded $179.99.

Business

Response:

Complaint Received Date: [redacted]

Revdex.com Case No:

[redacted]

Consumer Name: [redacted]

.

We would like to apologize for the confusion caused to [redacted] while communicating with [redacted].

[redacted] stated that she

was looking for assistance with [redacted] Play and wanted to speak to [redacted] and

reached [redacted] instead. [redacted] chose/clicked on the result which had a reference to our organization and

therefore reached [redacted].

During the

conversation with [redacted] representative [redacted] had mentioned that apart from the

[redacted] Play issue she was also facing Advertisement Pop-ups ([redacted]) issues on

her computer and after doing a basic troubleshooting our [redacted] representative

advised [redacted] to sign-up for a 1 Year Annual Maintenance Plan. Subscription to the Plan

would cover fixing her current issues along with optimizing the performance of

her computer. The 1 Year Annual Maintenance Plan would also cover any software

issues that might occur during the time the subscription was active with no

additional cost.

[redacted] states she felt that she was pressurized to sign-up for the Annual

Maintenance Plan, as she is not happy with the service provided by [redacted] and

in compliance with [redacted]’s refund policy we have already issued a full refund

of $179.99. We had assured [redacted] she would get a refund on

July 22nd, when she contacted [redacted] for cancellation of her

subscription.

A

confirmation email has been sent to [redacted]. We

request [redacted] to check the latest Bank statement to confirm the

refund issued.

Further, if

the issue with [redacted] Play is still unresolved, we request [redacted] to

contact [redacted] by visiting the following links:

Review: My family were staying somewhere with very limited access to internet. On Sept 30th 2013 I bought [redacted] for $71.16. Unable to get it installed I called on Nov.1 2013 & somehow was connected with Guruaid. I had no internet until Nov.7th 2013. After relocating to a safe place with my son. Still getting settled in Dec. card charged by [redacted] for Automatic Renewal & a charge of $31.86. Which I Never agreed to as this was put on a card I have for emergency's.I contacted [redacted] & explained issue, card was credited right away, no problem. I also had found out GURUAID was for 2 years @ $299.Which I NEVER would have agreed to a higher price. I went for the cheapest to get us through a hard time. After speaking with 2 different men on 1-21-14, I finally was told they offer a 1 yr. plan at$159. Never able to find any info on internet until today. I told them they needed to look into it & somebody needs to call me back. The service is aweful. they have made a mess out of my computer. I was unable to install a New Printer HP printer to my HP laptop. So I called them. Not installed. They typed in I.P. address. I will not even let them take over my computer again. Around Holidays I had to call to get something I accidentally downloaded,did via computer. They took over computer painted across MY computer "R U THERE" looking like a little kid. I closed out session & immediately call 1st. to complain about unprofessional 2nd get My problem resolved. Never happened. Printer doesn't work & my computer tells me it can't find it. Tues. I was told someone would call me back within 24hrs. well it's Fri. 1/24/14 & still no call. Mon 1/20/14 I called [redacted] back to install them onto his computer as it's been in storage for 5 months. Asked if they work with Guruaid. I was told "NO" When I spoke with Guruaid 1/21 I told them I would have never gone with them if I new they had nothing to do with [redacted]. Last supposed, service call everytime I asked a ? I was told "not to worry" Now I'm worried to use my computer. SCAM!!!Desired Settlement: Defiantly getting $159 back. Getting out of this deal. I do not want them on my computer! They have caused #'s problems. For personal reasons I was unable to be in contact with them. I also was not even able to use My computer until Nov. 7th. If I had access to internet & known, how impolite,awful service was I would have canceled ASAP. 2 calls issues were not resolved. If files that they have made easy access too. .dll "you don't currently have permission to view this file" A crash than more.

Business

Response:

According to the recordings of these transactions:

First Contact: Ms. [redacted] contacted us on October 1, 2013 stating that she purchased [redacted] 360 but she was unable to install it on her computer and needed our assistance. Our GuruAid advisor first of all branded the company by informing her that "We are GuruAid an independent pc support company” prior taking Ms [redacted] computer on remote. Ms. [redacted] acknowledged and only then with her consent did our GuruAid advisor take remote access of her computer. Our advisor informed Ms. [redacted] about the benefits and services of the Annual Maintenance Plan. Ms. [redacted] was interested in the 2 years Annual Maintenance Plan and paid $299.99. Ms. [redacted] claimed that she went for the cheapest plan however on the recording of the call it is clearly observed that Ms. [redacted] herself stated she would like to go for the 2 years Annual Maintenance Plan for $299.99 as she couldn't afford for 3 years plan of $399.99. Our advisor then diagnosed the computer and installed [redacted] 360 on the computer successfully and then transferred the remote session to the GuruAid Technician for the optimization of the computer.

Second Contact: Ms.[redacted] contacted us again on November 11, 2013 to remove Conduit Search from the computer which got downloaded accidentally by her. Customer also stated she was getting a lot of pop ups on the computer. With Ms. [redacted] consent GuruAid’s advisor took remote access of her computer and then transferred her to a Technician to fix this issue. Our Technician removed the Conduit Search engine from the computer. He scanned the computer for adware and malware and cleaned up the computer. Ms. [redacted] confirmed that the issues were resolved.

Third Contact: Ms. [redacted] contacted us again on December 19, 2013 with a different issue. This time she was unable to install a printer on the computer and said she found a lot of stuff on the computer that didn’t belong to her. She also was unable to get into her email. She said a Comcast Technician was working on helping her with that. Ms [redacted] also stated she was unable to do disc defragmentation and wanted to know the reason why. She was transferred to the GuruAid Technician to fix these issues. GuruAid Technician removed all the unwanted stuff from the computer. He did the disc defragmentation successfully. We offered our assistance with her email but she said she would prefer a live Comcast tech work on the computer since she was not that tech savvy. We also installed the HP printer successfully and gave test prints to the customer. Customer stated she would like to use the computer for sometime before confirming that it was resolved. Ms [redacted] states in her complaint that the GuruAid Advisor typed "Are you there" on the computer screen. We apologize for this; however the Advisor did this only with the intention of checking the customer's presence, as she was not responding to him on the remote chat box. Our Technician told Ms. [redacted] that he would call back to follow up. He scheduled a call back for the customer however due to some system issues the call was not attempted. We apologize for that and will definitely take necessary precaution that it would not happen next time. However, on December 24, 2013 a GuruAid Technician called to follow up but only reached voice mail.

We did resolve Ms [redacted] issues multiple times as evident on the recordings. We had also tried following up with the customer to get the customer's concerns addressed. On January 21,2014 when Ms. [redacted] called asking for a full refund as she was dissatisfied with the service, our Customer Service agent informed her that he would arrange a call back from a supervisor. As promised, a call back was made to Ms [redacted]; however we only reached her voicemail.

.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

To whom this may this may concern,

Technicians are friendly. very helpful

GuruAid has been a very helpfull service to myself and other computer users nearby.

the guruaid tech was very helpful

I am very pleased with the service provided by [redacted] today. The persons I communicated with were so very polite and patient and made sure I understood everything that they were doing with my computer. Very happy to be doing business with [redacted].

[redacted] has very Good techinican and very helpful I am very happy with my results I would Highly Recommend them

they were very informative of everything that they were doing and did everything step by step and explaned everything when I had a question. I would recomend them to anyone that needs help on there computer.

Very satisfied with the way my Rep understood my issues, and he went to work and corrected them to my satisfaction.

okay my review concerning the work that was done on my computer. The technicians and this supervisor were kind courteous and patient when repairing my computer. I like to thank you all for the work you've done in clearing up the problems I was having.

Very helpful, courteous, persistant in completing need task. Very knowledgeable in their work.