PcCareSupport

Revdex.com: 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]

Revdex.com: 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, Elizabeth K [redacted]

Dear customer,We're sorry that you feel that way about the services we provided Our records show we spoke to your daughter, Diane, several times We attempted to remain calm and explain the work we did on the computer, but unfortunately it was difficult to talk because of what was going on in the call on the other end We also attempted to explain the various processes we go through to ensure the customer knows exactly what is happening, what they are paying, and even have the customer process the payment themselves, as you did for this service Our last call with your daughter indicated that she would allow us to once again connect to the computer and fix any issues that you felt may be still existing Your daughter agreed to call in once you returned from out of town We never received another call As our company did all of the initial work we were contracted to do, spoke with your daughter at length regarding any remaining issues, and attempted to resolve the account in every way we could, we will not be able to issue a refund for the $ We would be happy to assist with any computer issues you may still be experiencing You can call us at [redacted] with any questions regarding this.Thank you,Kat P***Director of Consumer Relations

To Whom it may concern;After some review to Mr [redacted] account there are several discrepancy to his claimsThe customer initialized contact with us on 9/3/for tech servicesDuring this time the customer requested to have to have email support as well as the removal of all infectionsthat were found during the diagnosis portionMr [redacted] was then sent to our compliance department where he had verbal confirmationthat was followed by a visual link on his personal PCThis was to give a final confirmation to the requested work, Price, Maintenance plan and Terms & ConditionsThis included all details to the maintenance plan, Also confirming the first billing dateIn order for a customer to have a payment successfully collected, The customer must look over, Agree to both the one time charge for service, The continued Maintenance plan and Terms and conditions before the optionto submit payment is even availableThe customer MUST click that they agree to each of these areas, Including submitting their own paymentAfter the work was completed, We also left a PDF file with a work summary of everything completed that remindsthe customer once again of the upcoming charge" (You will be billed $every month for continued service.)"- Direct message.During the compliance portion, The customer was informed that there would be given a day maintenance plan for no cost until 10/4/At that time the customer made no request for cancellationOn 10/2, before the charges to the maintenance plan had occurred, our billing department contacted the customer to remind them of this upcoming billThe charge was processed two dayslater on 10/On 10/the customer then contacted PcCare Support to make a cancellation request in which we did submit and successfully closedCustomers statement to the Revdex.com indicated he cancelled 10/5, However the Courtesy call from billing department and charge had already occurredAt no point was a refund approved or discussed to have been approved Our Refund executive is Jonathan B [redacted] can only authorize thisIn which he made several attempts to the customer which was proven to be very difficultThe first refund was request was submitted 10/in which the customer refused to give any explanation as to why, But only that he wanted a refundBecause of this, The refund was denied due to no explanation from the customer and that all the work had been performed without any complaint or issue following up from the customer A second refund request was submitted again 11/at this point Jonathan B [redacted] provided the following note per the conversation 11/: "Status deniedDenied once beforeIf customer calls in desiring an explanation behind our reasoning for denying his refund, make sure he knows that the tools we maintain on his computer cost moneyI personally made his first billing call and was hung up onAlso make sure the person calling in knows that financial and personal information can only be discussed with the account holder"Since this time, Customer has made no contact up until 12/in which he made complaints again about the charge.Through the investigation, It shows that the customer was properly informed of all expected charges and future charges for servicesAt several points, the customer was informed of the pricing to continued maintenanceOur company followed proper protocol during the compliance process as well as with the notification to the monthly charge 2-days prior to any of the chargesEven as such, During therefund request the customer was very difficult to work with and was unwilling to provide any details to their inquiry to compensationWedo stand behind the validity of the charge for under the provided terms and conditions and ample opportunity the customer had to cancel before any charges had occurredWe only wish he had demonstrated more consideration to the refund process as we are willing to work with our customers during any misunderstandingsPlease let us know if you have any further questions or concerns regarding the recent inquiry to Mr [redacted] Revdex.com complaintBest regards and Happy Holidays.PcCare Support

Dear customer,We're very sorry that you feel you had a negative experience with our company In an attempt to resolve this issue, I would like to do an internal investigation into this call However, the name associated with the complaint does not lead back to the customer I tried calling the phone number provided in the complaint, ###-###-####, however this number did not lead to a person, but rather a set of businesses I then sent an email on 10/1/to the email provided on the complaint, [redacted] @aol.com, advising the customer I needed to know the name and phone number originally associated with the callI have yet to receive a response Until I receive this information, there is nothing further I can do.Thank you,Kat P***Director of Consumer Relations

Dear customer,I'm sorry you were dissatisfied with the experience you had with our company Our records indicate that we spoke with you on several occasions regarding attempting to help you to the best of our ability, but had trouble staying on the phone with you Our technician did indicate in his close notes that the yahoo email in reference has been deactivated, meaning it can no longer be accessed I'm sorry that we were unable to resolve that for you Despite the fact that we did significant work on the computer and attempted to work with you multiple times, I have gone ahead and issued a refund for the charge of $ Thank you,Kat P***Director of Consumer Relations

Mr [redacted] ,To begin I would apologize for any grievance you were caused during or after the time your computer was servicedYou had mentioned that you felt scammedThat is not how we wish for our customers to view us but I understand how you came to feel that wayI have issued a credit in the amount if USD on the basis that from the documentation I have, it appears the issue with the Facebook was unable to be resolved and you would need to contact Facebook somehow for further assistanceThe deep cleaning on your computer was completed however and there should be nothing remaining on your computer that may cause a problem like this againThe most common scenario we deal with is one in which the computer had been infected by a virus, and had either hijacked the Facebook passwordUnfortunately there is no way to determine if the infections found on your computer were responsible for causing the issue with the Facebook account in the first placeThere was a sizable infection found on the computer which is now gone due to the work we performedI am giving you the benefit of the doubt because as our customer, your needs do come firstMy sincere apologies if you felt uncomfortable at any time with the work that had been completed, or the service you receivedI care a lot about my customers and we do take your criticism into serious considerationI apologize that I was not able to get in touch with you soonerWe appreciate your patience Mr [redacted] .Thank you,Jonathan B***Customer Success Coordinator

Revdex.com: 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, Nancy D [redacted]

***, I'm sorry that you feel that you had a negative experience with our company However, there are several incorrect claims in your statement Our technicians cannot remotely access a customer's computer without them giving us full access They must physically click 'yes' or
'ok' on three separate boxes that pop up and ask for permission for us to remotely access their device It is physically impossible for us to access a customer's computer with no action on their part As far as you believing we were Comcast, after a diagnostic technician has diagnosed the computer and the customer has agreed to a fix, the customer is then transferred to our compliance department The script our compliance department reads from states our company name, PcCareSupport, four times Our compliance department also pulls a verification page over to the customer's computer screen, which very clearly states our company name, and has the customer agree to the fix, the price, and has them submit their own payment We very much pride ourselves on how much differently we operate than other companies in our line of work, and therefore I do feel the need to point out the inconsistencies in your claim Our records indicate you spoke with Mandy at length on 9/24/15, and that she spent quite a bit of time going over all of the information you requested about our companyNow, having looked over your account, it looks as if the work on your computer was not even done, and as such you are entitled to a refund However, I also show that this account was just opened yesterday I would encourage you in he future to call in and give a company the chance to resolve an issue before filing a complaint against them so quicklyas has been done in this case The amount of $*** has been refunded back to the card it was charged toIt can take seven to ten business days to appear in the account.Thank you,Kat P***Director of Consumer Relations

Dear customer, We're so sorry for the experience you had with our company Our records do indicate that you spoke with Mandy, who discovered you had hughesnet internet, therefore we could not work on the computer We believe there was an oversight in getting a message sent to me
regarding your refund After receiving your Revdex.com write-up, I've gone in to your account and issued a full refund for the charge of $ This can take a few days to appear on your card If you have not seen it within 5-business days, please contact me personally so I can look into that for you My number is *** ext *** Once again, we apologize for the confusion If there's anything else we can do for you, please let me know.Kat P***Director of Consumer Relations

To Whom it may concern;After some review to Mr. [redacted] account there are several discrepancy to his claims. The customer initialized contact with us on 9/3/2015 for tech services. During this time the customer requested to have to have email support as well as the removal of all...

infectionsthat were found during the diagnosis portion. Mr. [redacted] was then sent to our compliance department where he had verbal confirmationthat was followed by a visual link on his personal PC. This was to give a final confirmation to the requested work, Price, Maintenance plan and Terms & Conditions. This included all details to the maintenance plan, Also confirming the first billing date. In order for a customer to have a payment successfully collected, The customer must look over, Agree to both the one time charge for service, The continued Maintenance plan and Terms and conditions before the optionto submit payment is even available. The customer MUST click that they agree to each of these areas, Including submitting their own payment. After the work was completed, We also left a PDF file with a work summary of everything completed that remindsthe customer once again of the upcoming charge" (You will be billed $19.95 every month for continued service.)"- Direct message.During the compliance portion, The customer was informed that there would be given a 30 day maintenance plan for no cost until 10/4/2015. At that time the customer made no request for cancellation. On 10/2, before the charges to the maintenance plan had occurred, our billing department contacted the customer to remind them of this upcoming bill. The charge was processed two dayslater on 10/4. On 10/5 the customer then contacted PcCare Support to make a cancellation request in which we did submit and successfully closed. Customers statement to the Revdex.com indicated he cancelled 10/5, However the Courtesy call from billing department and 19.95 charge had already occurred. At no point was a refund approved or discussed to have been approved.  Our Refund executive is Jonathan B[redacted] can only authorize this. In which he made several  attempts to the customer which was proven to be very difficult. The first refund was request was submitted 10/20 in which the customer refused to give any explanation as to why, But only that he wanted a refund. Because of this, The refund was denied due to no explanation from the customer and that all the work had been performed without any complaint or issue following up from the customer.  A second refund request was submitted again 11/20 at this point Jonathan B[redacted] provided the following note per the conversation 11/24 : "Status denied. Denied once before. If customer calls in desiring an explanation behind our reasoning for denying his refund, make sure he knows that the tools we maintain on his computer cost money. I personally made his first billing call and was hung up on. Also make sure the person calling in knows that financial and personal information can only be discussed with the account holder. "Since this time, Customer has made no contact up until 12/16 in which he made complaints again about the 19.95 charge.Through the investigation, It shows that the customer was properly informed of all expected charges and future charges for services. At several points, the customer was informed of the pricing to continued maintenance. Our company followed proper protocol during the compliance process as well as with the notification to the monthly charge 2-3 days prior to any of the charges. Even as such, During therefund request the customer was very difficult to work with and was unwilling to provide any details to their inquiry to compensation. Wedo stand behind the validity of the charge for 19.95 under the provided terms and conditions and ample opportunity the customer had to cancel before any charges had occurred. We only wish he had demonstrated more consideration to the refund process as we are willing to work with our customers during any misunderstandings. Please let us know if you have any further questions or concerns regarding the recent inquiry to Mr. [redacted] Revdex.com complaint. Best regards and Happy Holidays.PcCare Support.

Revdex.com:
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]

Revdex.com:
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,
Elizabeth K[redacted]

Dear customer,I'm sorry you were dissatisfied with the experience you had with our company.  Our records indicate that we spoke with you on several occasions regarding attempting to help you to the best of our ability, but had trouble staying on the phone with you.  Our technician did...

indicate in his close notes that the yahoo email in reference has been deactivated, meaning it can no longer be accessed.  I'm sorry that we were unable to resolve that for you.  Despite the fact that we did significant work on the computer and attempted to work with you multiple times, I have gone ahead and issued a refund for the charge of $99.99.  Thank you,Kat P[redacted]Director of Consumer Relations

Dear customer,We're sorry that you feel that way about the services we provided.  Our records show we spoke to your daughter, Diane, several times.  We attempted to remain calm and explain the work we did on the computer, but unfortunately it was difficult to talk because of what was going...

on in the call on the other end.  We also attempted to explain the various processes we go through to ensure the customer knows exactly what is happening, what they are paying, and even have the customer process the payment themselves, as you did for this service.  Our last call with your daughter indicated that she would allow us to once again connect to the computer and fix any issues that you felt may be still existing.  Your daughter agreed to call in once you returned from out of town.  We never received another call.  As our company did all of the initial work we were contracted to do, spoke with your daughter at length regarding any remaining issues, and attempted to resolve the account in every way we could, we will not be able to issue a refund for the $149.99.  We would be happy to assist with any computer issues you may still be experiencing.  You can call us at [redacted] with any questions regarding this.Thank you,Kat P[redacted]Director of Consumer Relations

Revdex.com:
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,
Nancy D[redacted]

Mr. [redacted],To begin I would apologize for any grievance you were caused during or after the time your computer was serviced. You had mentioned that you felt scammed. That is not how we wish for our customers to view us but I understand how you came to feel that way. I have issued a credit in the...

amount if 99.99 USD on the basis that from the documentation I have, it appears the issue with the Facebook was unable to be resolved and you would need to contact Facebook somehow for further assistance. The deep cleaning on your computer was completed however and there should be nothing remaining on your computer that may cause a problem like this again. The most common scenario we deal with is one in which the computer had been infected by a virus, and had either hijacked the Facebook password. Unfortunately there is no way to determine if the infections found on your computer were responsible for causing the issue with the Facebook account in the first place. There was a sizable infection found on the computer which is now gone due to the work we performed. I am giving you the benefit of the doubt because as our customer, your needs do come first. My sincere apologies if you felt uncomfortable at any time with the work that had been completed, or the service you received. I care a lot about my customers and we do take your criticism into serious consideration. I apologize that I was not able to get in touch with you sooner. We appreciate your patience Mr. [redacted].Thank you,Jonathan B[redacted]Customer Success Coordinator

Dear customer,We're very sorry that you feel you had a negative experience with our company.  In an attempt to resolve this issue, I would like to do an internal investigation into this call.  However, the name associated with the complaint does not lead back to the customer.  I tried...

calling the phone number provided in the complaint, ###-###-####, however this number did not lead to a person, but rather a set of businesses.  I then sent an email on 10/1/2015 to the email provided on the complaint, [redacted]@aol.com, advising the customer I needed to know the name and phone number originally associated with the call. I have yet to receive a response.  Until I receive this information, there is nothing further I can do.Thank you,Kat P[redacted]Director of Consumer Relations