Marquee IT

It has been a year since I started asking Marquee IT for assistance with my pc problems.
Today, 4-16-2021, Taylor Marion helped me, Max Volcansek, with a series of questions, mostly dealing with operator error. Taylor was patient, until I got the issues straight. He was thorough. I was happy to ask for a pc cleaning and asked to have a membership for another year. When I started in 2020, I gave a five star review, and today gave a five star review again. Taylor Marion continues the excellent service I have received from each of the IT staff.

Matthew Crossette,

Please cancel any continuing matter involving this account. I was not happy the your company’s performance and see no reason to continue with a company that cannot perform as promised.

The impetus for my retention of you company was to get Netflix and Prime Amazon up and running. You stated that this would be done. This was not accomplished. Eventually, I determined that your company was incapable of getting the software up and running. And I terminated their poor performance.

First, as to Netflix, your technician was attempting to change a software that did not belong to me. I told you this but you continued with the password looping that could never had uploaded Netflix. This is evidence of a lack of competence.

Second as to Amazon Prime, the defect was that the machine was not registered. How and why that defect occurred to a previously registered device is unknown to me, but I hired your experience on that issue. Eventually, I was able to uncover the problem and restore my old Amazon Prime. Your company was unable to do this.

I spent $300 to get Netflix and Amazon set up, and your company did not and could do that. I cannot recommend a company with such poor performance. For that reason, please cancel my account. I do not wish to retain you for any reason and if asked, I will give that information to others.

Lawrence H. Hill,

Mr*** contacted us on the 17th of January for some help with a couple of his computersUnfortunately one of his computers has some hardware issues that we are unable to resolve remotelyAlso, it is difficult sometimes for customers to understand the difference between hardware and
software issues and that if there is a hardware problem it would be impossible for us to have caused that remotelyBecause the computer completely failed after he contacted us he naturally associated that with our serviceWhen it was clear that we were unable to make him happy or convince him that we had nothing to do with the hardware failure we refunded him fully yesterday before this complaint even reached usI wish we could have helped him more but it was beyond our control

Bought new car that came with a 3 month free trial of Sirius. The brochure for 3-Month All Access gave a web address to "find out more about your trial'.
The address was: siriusxm.com/hyundaitrial
I mistakenly typed in syriusxm.com/hundaitrial ONE LETTER WRONG . "Y" instead of "I".
Directed to a website that appeared to be correct with selections which included
MY Account and then Sirius Subscription (spelled correctly)
Clicked on the 'my account' button. Another screen comes up asking for my pin. Just below that was a box that said if you are having trouble or don't have a pin, click here and we will call you with a pin. I clicked, they called. Young woman stated she would dictate a 6 digit pin for me to type and then click enter. I did so. Next thing you know, SHE is in control of MY computer. I was slightly alarmed, but she was a very slick and a smooth talker. She brought up my MAC system and highlighted something about the number of processes that were going on and stated they were too high; I had a virus. Well, she says, not a VIRUS-virus, but an infection because I had probably clicked on something inadvertently and it was 'slowing down' my computer. I told her I hadn't notice any such thing. Well, she says, right here and highlights 162 processes , knowing full well that the average person has no idea how many there should be. She said "You could go to a Best Buy or Staples and buy a program that will clear up the mess or I can...I interrupted here and said I would prefer to take my computer to the local Apple Store where I bought it. They were always helpful and I trusted them. She said, no, no, don't do that! They'll charge you three or four hundred dollars. We can fix your problem right now for $249. RED FLAG. I had noticed when she called that the Caller ID said Marquee IT, LLC. Now (after this slimy, sneaky person has control of my computer) I ask her if she works for Sirius. Her response was "We troubleshoot for them" and went back to her spiel about fixing this for me. I told her absolutely not, I would take my computer to the Apple Store, period. She hung up on me.
After a reassuring call and chat with an Apple Store person, I called Sirius and after a very long time and some pleading, was given a number to call that would get me to a person for whom English was their first language. I couldn't understand the first person I spoke with. This gal said she had worked for Sirius for 4 years and never heard of any affiliation with Marquee IT, LLC. She asked me what address I actually typed in. I was able to look at my history and see that I had typed one letter wrong, which resulted in my being sent to a site that was actually "ww38.syriusxm.com/hyundaitrial. This is confirmation that the misdirection was DELIBERATE on the part of Marquee IT, LLC and they were banking on people such as myself who might type sYrius instead of sIrius. They are totally dishonest and I would not advise ANYONE to EVER do business with these crooked bottom feeders. They are even worse than the robocallers. If there were any way to sue them, I would do so. Also, I wouldn't check even ONE star, but there is no option to give them a ZERO.

[redacted],As you can see in the attachment this was refunded on the day we told you we would refund it (Jan 17, 2018). We have no control over when the bank will actually put the money back in your account. We explained that it can take up to 5 business days for them to do that. As of me writing this...

response it has been less than two full business days. Please give it some time and you will see the refund in your account by early to mid next week.

I was blocked out of a hospital Portal. Went on line and read that on their site, This company showed all the hospital named that they were helping with so I called! Took over my computer, I became uneasy. GOOD CON ARTISTRY AT WORK! Dumb of me I gave them my card name and number, put me on hold to confirm card I thought. Came back told me their bank would not except. Asked them their bank name, "Brianna" told me it's out of country? I pushed it! She asked me if I would like to speak with Super. I did, NASTY! She said bank is "IN" Country. Asked for name, said confidential! What do you mean Confidential! She hung up on me. I was pushing buttons. Called back 2 times. Told them do not use my card, take all my info. off, "Gabreial" said it was? This was on 1/19/218 between 11:13 and 12:30 on phone with them! Short time later received a letter and a call from my credit card company. THEY TRIED TO USE MY CARD FOR $199.00! I called the Police Dept. in their state and town, Orem, Utah. Told me to contact the police in my state and they will contact them! I will not let this go. They may have my S.S. #? When they tried to use my card, there was no company name. If you would do the same by calling your police dept. Perhaps they will be put out of business, jail time, ETC.?

This company was to give me a free trial and now my computer is real slow. Don't go with this company.

Review: On Dec.04 I received a call from [redacted] of this business who said I had 'clicked' on an icon to have her call me. There was 'malware' on my computer screen and she said I needed to get it all removed and said her business did that job and my computer was in danger of being damaged. I gave her permission to take over my laptop and she showed me that they are members of the Revdex.com and had no complaints. She 'persuaded' me to get their service and it would cost $300 but I said I could not afford it so wouldn't get it. She then said she could honour a special they had for Black Friday of $200, and that technicians would then be available to me whenever I needed one and put the icon for the company on my desktop. I did agree and she explained that a technician would spend 4-5 hours 'fixing' my computer of its problems then would call to tell me about it. I left my home and came back before the 4 hours but he had already called! He , T.J. , called again in the morning and I was irritated as I told him that I didn't see much difference in how the computer was working. Problems included: programs were very slow to open, one email program would not open at all, icons were jumping up and down continuously a few at a time; my email seemed all mixed up with emails going to 4 different boxes and trash going into the archive, as well as drafts; the computer is very slow to reopen after being turned off, etc.etc. Then this man tells me "I'm not really a Mac guy" but he would try to work on it. He said that I could contact them and they would offer help as "we want to be your tech guys".

I was not happy with this service. To me, the computer is running slower than ever with new issues

that I didn't have before.

Though she MAY HAVE done so, I DO NOT recall [redacted] telling me that this service was only for 30 days and that on-going service would then be $34.99 per month. I do believe that I would have remembered that amount as ON-GOING and would NOT have signed up for it. I am a pensioner and cannot afford that added monthly expense. As well, I WAS NOT INFORMED that she was calling from a company in the USA, so of course the $199 price turned into almost $300 Cdn. on my VISA bill.

I am very unhappy! My computer is running poorly though many viruses have been removed from it.

The technician working on my Mac laptop admitted that he "is not a Mac guy", so I believe I did not get very good service from this man.

I believe I was not made aware of the actual cost of the service.

I was not made aware that we were talking about US funds which are much higher than Cdn currently.

I believe that I was not made aware of the 30 day service. I did contact the company through their helpdesk a week and a half ago (approximately) but didn't hear back. That must have been close to, or within, the 30 day window. I tried again last week, and today (Jan.13) got a phone call.

I believe that I was not made sufficiently (if at all)aware of the monthly fee to continue the service

I believe that I was pressured into accepting this service or, as it was explained to me, my computer would be severely compromised soon.Desired Settlement: I wish to have my fee refunded.

Business

Response:

To whom it may concern: On 12/2/2015 [redacted] contacted us with a problem not being able to access certain webpages and programs on her computer. After diagnosing the issue for her she agreed to a service of ours at a flat rate of $200.00 US to resolve her problem. According to my notes the service was completed on time and at the time of completion she was happy. As part of our service we always offer a 30 day satisfaction guarantee on the work we provided. During this time [redacted] never contacted us to indicate that she was not happy. After the period of our service guarantee which ended 1/2/2016 more than a month later On 01/17/2016 [redacted] called having some issues with her computer. She spoke with me ([redacted]) the customer service manager here at Marquee IT on the 17th with some issues she was having. I explained that we do offer membership services to customers for on-going support. The $200.00 service was for the clean and tune up of her computer but did not include on-going support. The checkout page does state that their is a 30 day service guarantee on our services. She also mentioned our technician specifically saying he was not a “mac guy”. We are not affiliated with Apple and believe their must of been a miscommunication between her and the technician. We do provide services on Apple/Mac computers, but do not work directly with Apple to fix computer issues. Our technicians make sure they point that out when dealing with our customers so they understand they are dealing with a third party. I am sorry there was confusion about the funds being in USD. Being US based is something that we are proud of and it is actually in the header of every page on our website. I’m not sure how this was missed by [redacted]. However, we would be willing to refund the difference in cost because of the exchange rate and obvious confusion. I have responded to every request I have received from her, and am not sure why she couldn't get directly to me. We do work with many people in the USA and Canada and I am personally here Mon-Fri 8am to 4pm. She is welcome to call the number we provided to her ([redacted]) or use the “Marquee It Help Desk” which is a shortcut we put on all of our customer’s desktop to make sure they can easily get a hold of us. If I am not available right away I call all customers back ASAP. We are more than happy to work with [redacted] if she calls us back. We will refund her for the exchange rate and resolve any other issues she has with our service at no additional charge.Thank You, [redacted] - Customer Service Manager [redacted]

Review: My husband received a large pop-up window on our computer, stating that "personal information has been leaked", "hard disc has trojan virus", "security damaged", "do not try to fix, computer may crash" to which my husband (not realizing we have antivirus software installed on our computer already and are behind a firewall) proceeded to call the phone number on the advertisement. When I returned home from a trip and was informed of what transpired I called the number back and reached a company called AUD INC. or http://audinc.biz/. I informed them that there was a misunderstanding with my husband and that we have all the necessary security software and asked them to proceed with a refund of our Discover card which was charged $399 for "security software and support" for 1 computer for the duration of 3 years. A man named "Sameet" explained that they already made adjustments to the computer and could not offer a refund. I asked to speak with someone else and they took my alternate number and said their billing department would be in touch with me within the next 4 hours. The billing department never called, so I called them again 9 hours later. I received a man named "Apple" who thought he put the phone on hold but didn't saying "its that woman again". I explained to them everything above again and they would not offer me a refund. I was given to another man whom did not offer his name. I pointed out that the "security software and support" they sold to us was sold as as a package to be performed until January of 2019, if they were to make any helpful changes to our computer system (which they did not as we have the necessary security already in place) then they should honor. AUD INC. stated that they would charge $99 for services completed and asked me to reply to an e-mail from them stating that I was satisfied with this outcome. I am not satisfied and I still feel this is a gross scam of people taking advantage. I proceeded to call Discover to dispute the charge and they stated that I would need to contact Marquee IT for dispute purposes. When I tried to get in touch with them their phone continuously rings, or is busy and there is no way to speak with anyone. Discover billing disputes and myself also tried to conference with them together to no avail. I contacted AUD INC. for a working number for MarqueeIT and they informed me that Marquee IT was not affiliated with them and that they solely use them as a "payment processor". Unfortunately, after seeking advice, I was told I am only able to dispute the company that is physically shown on my credit card bill. I would like to note that MarqueeIT is not a payment processor company. I would also like to note that are printout from the computer states "NOTE: Payment will appear in the name of MARQUEEIT on the statement." and jut below that states "Note: Payment would appear on your card statement with the name of Aud Inc".Desired Settlement: I would like my Discover card to be fully refunded $399.

Business

Response:

To Revdex.com and [redacted],