Tech to Us

We fielded a complaint call directly from [redacted] prior to him making this complaint We explained to him that our services were rendered and in no way did we misrepresent ourselves We value transparency and would never attempt to engage in deceptive practices There is simply no benefit to us in the long run We have a sterling reputation among the thousands and thousands of customers that we have assisted over the years.In regards to this specific complaint, we review the initial call recording in its entirety The customer ( [redacted] ) called in stating that he is a [redacted] subscriber Our technical support manager was handling overflow calls this day in our sales department so he is actually the one who assisted [redacted] during the initial sales process Our technical support manager, ***, answers saying, "Thank you for calling Tech to Us, my name is ***, how may I help you?" We answered as our company, not as [redacted] .The customer goes on to describe a common pmessage scam on his computer This scam prompts the user to call a phone number to a call center overseas The caller is then made to believe that their computer has all sorts of infections and issues They then typically connect to the customer's computer with the help of the customer and show them fake information about problems that don't exist In this instance the customer let them on the computer and gave them credit card information [redacted] asked if he has technical support with our company or ever used it with our company previously The customer wasn’t sure so [redacted] proceeded to look the customer up in our system [redacted] looked him up and the customer had never called in or used us for support before The customer replied stating that he never called [redacted] for anything but said he already paid for that (meaning his [redacted] software) [redacted] corrected the customer stating that it wasn’t with us and that [redacted] antivirus is separate software and that we just provide technical support services.The customer said, "Wait a minute I paid all this for [redacted] and you’re not going to do anything?" The customer again questioned why he had to pay for support, be he purchased [redacted] software [redacted] again made it clear that he did not purchase [redacted] software from us The customer then simply asked if we are a different company (from [redacted] ) [redacted] then specifically says, "We are Tech to Us and we provide technical support for [redacted] products." [redacted] goes on to explain the difference between us (Tech to Us) and [redacted] The customer then asked, "So you are not [redacted] antivirus?" [redacted] replied, "Right, our company is Tech to Us." The customer replied with, "What?" [redacted] again says, "We are Tech to Us." The customer then says he thought that he called [redacted] support [redacted] said, "We can provide support for [redacted] products so that may be why you got our number." [redacted] goes on to further explain our services The customer then asked for the [redacted] phone number [redacted] stated that he does not have it Customer went on to say and complain that [redacted] wants more money and more money [redacted] again attempted to correct the customer by stating, "That’s not us sir, I already told you that" [redacted] went on to explain how we fix this type of scam and malware issues all of the time and further described the plans and pricing The customer then decides to go with the Monthly Unlimited Support Plan [redacted] then gathers his info and signs him up [redacted] gives him our direct toll-free number The customer again, specifically asks what is the name of this (our) company [redacted] once again says, "The name of our company is Tech to Us" and he spells it out as well He further explains that we Revdex.com accredited [redacted] offers the advice to the customer that he calls his credit card company to dispute the other scam charge from the people who scammed the customer with the phone number on his computer.He explains that "Tech to Us" will show up on his billing statement for the current charge for the Monthly Unlimited Support Plan [redacted] goes through wrap up process and explains all the charges and that a technician will then assist the customer with resolving the issue.Once assisted by our techs, the customer's issues are fully resolved The customer even comments how happy he was with the experience.In conclusion, the customer was clearly explained who we were, what we did and then received an excellent experience resulting in a complete resolution of his problem.Call recordings can be provided to the Revdex.com at their request if they wish to review the accuracy of this information.No refund will be issued, however we did cancel the customer's plan from recurring monthly going forward as per his request

We did not prey on a 78-year-old womanShe contacted us and needed to remove malwareShe specifically mentioned that her daughter usually helps her with stuff, but that she did not want to bother her all the time and that is why she signed up with usIt was apparent that her daughter took exception to the fact that her mother decided not to have her (the daughter) assist her and felt that she could simply complain her way into a refundThe customer, prior to her daughter calling, was happy and satisfied with the service.We sold her our yearly unlimited support plan for $299.99, as many thousands of others of customers have purchasedMind you, we have a out of 5-star rating with Consumer Affairs, so our service is of the highest qualityAs for thinking that we were another company after we spoke with her, I don't know how that is possibleWe even take the time to literally spell out our name and how charges appear on the card statement after the sale has been madeWe always use the name, "Tech to Us"Call recordings verify all of this.This customer used our service and we resolved her initial issueShe chose to purchase our antivirus software, we did not force her Our software was a total of $79.99, a reasonable and fair price for two pieces of security software.The customer was not even the one complaining, it was her daughterShe was simply upset that her mother did not call her to handle her issues, however, we are not going to process a refund after services have been rendered and the issue was fixed just because she didn't want her mother to purchase somethingAs for the software, once the license key has been used, it cannot be used for someone else againSoftware purchases are always final, that isn't unique to us.As a courtesy, we are going to eat the cost of the software We have issued a full refund for the the $ The customer can keep the software license which is good for the year since we cannot reuse it anyway.We attempted to come to an understanding but the daughter was simply yelling at our customer service rep, which in turn created a difficult situationIf someone calls us, requests help, purchases our services and receives the help that they paid for, we simply cannot just refund the moneyThe daughter stated on the phone that she would make a complaint with the Revdex.com if we didn't issue the refund, however, we had to stand firm on this since we operated in a fair and more than reasonable manner throughout.The customer, [redacted] is of sound mind This is not a case where someone is elderly and doesn't understand what they are doing Our primary demographic is the older generation of folks and we take great care to ensure we are clear and they understand what they are purchasing.The customer wasn't ripped off, the services are a fair price for fully US based technical support services and we resolved her issue in a timely mannerThe customer further has unlimited support for any issue or question for a full year as wellIt's unfortunate that the customer's daughter feels this way, however we can't take back services that were already completedThe customer is welcomed to utilize our service for the remainder of her year, we harbor no ill will toward her what-so-ever To summarize, we have processed the refund for the software, which is still fully functional and the customer can keep Our services are still active for an entire year We have cancelled any recurring billings so nothing will automatically rebill.We regret situations such as this, because while we always want to provide the best customer service possible, we do need to set a standard of abiding by what are our more than fair policies It is not about the money, but it is about being fair to our thousands of other customers who pay for and receive services from us Setting a precident of refunding services upon their successful completion is counter to any service based business You wouldn't ask your mechanic to refund you for work done on your car because your daughter or son is a mechanic and they could have helped you, so asking for a refund of technical services should be treated the same way We cannot undo what we fixed, nor would we want to out of the best interest of the customer.We look forward to assisting the customer for the remainder of their time as our customer and hope they do not hesitate to contact us when they have issues or questions The customer was put in a difficult position and could not go against her daughter

Preyed on a year old womanMy mom got scammed on one of those websites that says call this number to remove the virusAfter the scammers put a virus on her computer, she called toll free info for Microsoft and some how she ended up at TechToUsMind you the whole time she is thinking she is talking to Microsoft tech supportTechToUs sold her a repair service for a year at $then told her that Norton antivirus is no good and sold her their propitiatory antivirus and spyware software for another $I called to try to cancel the next working day and tried to negotiate since they did work on my moms computer and cancel the virus/ spyware and get my moms money back but she said because the key was already used they could not issue a refund for the software and because my mom approved of the service they would not issue any refund what so everThe woman would not budge at allI tried to explain that my moms computer is over yrs old and is a [redacted] computer and she didn't careShe just kept saying my mom authorized the purchase and there was nothing she could doThe $my mom spent on their service and software she could have used that money to help purchase a new computer

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 but to the point of the refund ONLY! The explanation given by the business is, to say the least, quite fantastic and does not need any attentionI still stand by my initial description of the incident Sincerely, [redacted]

We fielded a complaint call directly from [redacted] prior to him making this complaint. We explained to him that our services were rendered and in no way did we misrepresent ourselves. We value transparency and would never attempt to engage in deceptive practices. There is... simply no benefit to us in the long run. We have a sterling reputation among the thousands and thousands of customers that we have assisted over the years. In regards to this specific complaint, we review the initial call recording in its entirety. The customer ( [redacted] ) called in stating that he is a [redacted] subscriber. Our technical support manager was handling overflow calls this day in our sales department so he is actually the one who assisted [redacted] during the initial sales process. Our technical support manager, ***, answers saying, "Thank you for calling Tech to Us, my name is ***, how may I help you?" We answered as our company, not as [redacted] . The customer goes on to describe a common pop-up message scam on his computer. This scam prompts the user to call a phone number to a call center overseas. The caller is then made to believe that their computer has all sorts of infections and issues. They then typically connect to the customer's computer with the help of the customer and show them fake information about problems that don't exist. In this instance the customer let them on the computer and gave them credit card information. [redacted] asked if he has technical support with our company or ever used it with our company previously. The customer wasn’t sure so [redacted] proceeded to look the customer up in our system. [redacted] looked him up and the customer had never called in or used us for support before. The customer replied stating that he never called [redacted] for anything but said he already paid for that (meaning his [redacted] software). [redacted] corrected the customer stating that it wasn’t with us and that [redacted] antivirus is separate software and that we just provide technical support services. The customer said, "Wait a minute I paid all this for [redacted] and you’re not going to do anything?" The customer again questioned why he had to pay for support, be he purchased [redacted] software. [redacted] again made it clear that he did not purchase [redacted] software from us. The customer then simply asked if we are a different company (from [redacted] ). [redacted] then specifically says, "We are Tech to Us and we provide technical support for [redacted] products." [redacted] goes on to explain the difference between us (Tech to Us) and [redacted] . The customer then asked, "So you are not [redacted] antivirus?" [redacted] replied, "Right, our company is Tech to Us." The customer replied with, "What?" [redacted] again says, "We are Tech to Us." The customer then says he thought that he called [redacted] support. [redacted] said, "We can provide support for [redacted] products so that may be why you got our number." [redacted] goes on to further explain our services. The customer then asked for the [redacted] phone number. [redacted] stated that he does not have it. Customer went on to say and complain that [redacted] wants more money and more money. [redacted] again attempted to correct the customer by stating, "That’s not us sir, I already told you that". [redacted] went on to explain how we fix this type of scam and malware issues all of the time and further described the plans and pricing. The customer then decides to go with the Monthly Unlimited Support Plan. [redacted] then gathers his info and signs him up. [redacted] gives him our direct toll-free number. The customer again, specifically asks what is the name of this (our) company. [redacted] once again says, "The name of our company is Tech to Us" and he spells it out as well. He further explains that we BBB accredited. [redacted] offers the advice to the customer that he calls his credit card company to dispute the other scam charge from the people who scammed the customer with the phone number on his computer. He explains that "Tech to Us" will show up on his billing statement for the current charge for the Monthly Unlimited Support Plan. [redacted] goes through wrap up process and explains all the charges and that a technician will then assist the customer with resolving the issue. Once assisted by our techs, the customer's issues are fully resolved. The customer even comments how happy he was with the experience. In conclusion, the customer was clearly explained who we were, what we did and then received an excellent experience resulting in a complete resolution of his problem. Call recordings can be provided to the BBB at their request if they wish to review the accuracy of this information. No refund will be issued, however we did cancel the customer's plan from recurring monthly going forward as per his request.

This is a bit of a unique situation since the customer is making bizarre claims that searching for " [redacted] tech support" referred him to us This is not true I know many sleazy companies place ads like that, we do not nor have we ever misled customers this way or misled them in any way If you go to Google and search for " [redacted] tech support", the entire first page of results are all sites at [redacted] .com I am not sure what he is talking about.He also states that we didn't deny the affiliation when he contacted us We didn't deny anything because he never questioned if we were affiliated with [redacted] I imagine he assumed we were based on his complaint? Not sure However, since we never claimed to be [redacted] support to begin with, how could we deny it?Should be have to deny that we aren't [redacted] support or any other support that we never claimed to be to begin with? We shouldn't, but to go the extra mile anyway, we specially state on our incoming sales line recordings that we are, "not affiliated or contracted by any manufacturer or technology provider" We go through a specific sales wrap up process and state what the charge appears as on their card (TECH TO US) We always answer the phone as "Tech to Us", our automated greetings before and after the sale state our name as well The salesperson answered as this and the technician then answered as "Tech to Us" after the sale was made We have all this recorded, along with every other conversation we've had with this customer.As for the customer's issue, there was a definite issue with upgrading to [redacted] on his computer We were able to revert back to [redacted] as he said because he needed to use the computer Trying to then upgrade to [redacted] again failed The next step was for us to proceed with a fresh install of [redacted] ** However the customer did not want to and stated (we have this recorded) that he didn't want to and was fine that at least he now has back and working again which was his goal He then was upset about losing some programs (not "enormous data loss") We said we can get those back for him, and that would not not be an issue He declined our assistance here Again, we have all this recorded Bear in mind, all of our services are flat rate, so we reverted back 8.1, were going to do a fresh install of [redacted] then get back any programs for him, all for $129.99.We have an excellent relationship with our customers and hate having to respond to things like this since it's simply an issue of a customer trying to get out of paying We record all of our calls, we document notes on what we do This customer can make claims all he wants, but he just wanted free help from the beginning and when he got his computer at least working with [redacted] ***, he bailed out He still seems to think we are affiliated with [redacted] , even though he spoke to a manager here afterwards and we again explained that we are not and we never said we were I don't know how he found us online, but we never advertise about being affiliated with any other companies, including [redacted] .We do think that the process of support could have been a bit smoother and bit quicker to come to the solution of reverting to a clean again, but all of these other things said are simply not true We have an excellent, one may even call it pristine, reputation We always act with the intent to best servicing our customers When customers refuse to work with us any longer or distort facts, we cannot control that We have gone ahead and refunded the full $to this customer because we stand behind our service and want other potential customers to know that they are in good hands with us and that we are a fair and transparent company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me but to thepoint of the refund ONLY!The explanation given by the business is, to say the least, quite fantastic and does not need any attention.I still stand by my initial description of the incident
Sincerely,
*** ***

This is a bit of a unique situation since the customer is making bizarre claims that searching for "*** tech support" referred him to us This is not true I know many sleazy companies place ads like that, we do not nor have we ever misled customers this way or misled them in
any way If you go to Google and search for "*** tech support", the entire first page of results are all sites at ***.com I am not sure what he is talking aboutHe also states that we didn't deny the affiliation when he contacted us We didn't deny anything because he never questioned if we were affiliated with *** I imagine he assumed we were based on his complaint? Not sure However, since we never claimed to be *** support to begin with, how could we deny it?
Should be have to deny that we aren't *** support or any other support that we never claimed to be to begin with? We shouldn't, but to go the extra mile anyway, we specially state on our incoming sales line recordings that we are, "not affiliated or contracted by any manufacturer or technology provider" We go through a specific sales wrap up process and state what the charge appears as on their card (TECH TO US) We always answer the phone as "Tech to Us", our automated greetings before and after the sale state our name as well The salesperson answered as this and the technician then answered as "Tech to Us" after the sale was made We have all this recorded, along with every other conversation we've had with this customerAs for the customer's issue, there was a definite issue with upgrading to *** ** on his computer We were able to revert back to *** *** as he said because he needed to use the computer Trying to then upgrade to *** ** again failed The next step was for us to proceed with a fresh install of *** ** However the customer did not want to and stated (we have this recorded) that he didn't want to and was fine that at least he now has back and working again which was his goal He then was upset about losing some programs (not "enormous data loss") We said we can get those back for him, and that would not not be an issue He declined our assistance here Again, we have all this recorded Bear in mind, all of our services are flat rate, so we reverted back 8.1, were going to do a fresh install of *** then get back any programs for him, all for $We have an excellent relationship with our customers and hate having to respond to things like this since it's simply an issue of a customer trying to get out of paying We record all of our calls, we document notes on what we do This customer can make claims all he wants, but he just wanted free help from the beginning and when he got his computer at least working with *** ***, he bailed out He still seems to think we are affiliated with ***, even though he spoke to a manager here afterwards and we again explained that we are not and we never said we were I don't know how he found us online, but we never advertise about being affiliated with any other companies, including ***We do think that the process of support could have been a bit smoother and bit quicker to come to the solution of reverting to a clean again, but all of these other things said are simply not true We have an excellent, one may even call it pristine, reputation We always act with the intent to best servicing our customers When customers refuse to work with us any longer or distort facts, we cannot control that We have gone ahead and refunded the full $to this customer because we stand behind our service and want other potential customers to know that they are in good hands with us and that we are a fair and transparent company

Issue has been resolved, and my money has been refunded
thanks

We did not prey on a 78-year-old woman. She contacted us and needed to remove malware. She specifically mentioned that her daughter usually helps her with stuff, but that she did not want to bother her all the time and that is why she signed up with us. It was apparent that her daughter took...

exception to the fact that her mother decided not to have her (the daughter) assist her and felt that she could simply complain her way into a refund. The customer, prior to her daughter calling, was happy and satisfied with the service.We sold her our yearly unlimited support plan for $299.99, as many thousands of others of customers have purchased. Mind you, we have a 4.9 out of 5-star rating with Consumer Affairs, so our service is of the highest quality. As for thinking that we were another company after we spoke with her, I don't know how that is possible. We even take the time to literally spell out our name and how charges appear on the card statement after the sale has been made. We always use the name, "Tech to Us". Call recordings verify all of this.This customer used our service and we resolved her initial issue. She chose to purchase our antivirus software, we did not force her.  Our software was a total of $79.99, a reasonable and fair price for two pieces of security software.The customer was not even the one complaining, it was her daughter. She was simply upset that her mother did not call her to handle her issues, however, we are not going to process a refund after services have been rendered and the issue was fixed just because she didn't want her mother to purchase something. As for the software, once the license key has been used, it cannot be used for someone else again. Software purchases are always final, that isn't unique to us.As a courtesy, we are going to eat the cost of the software.  We have issued a full refund for the the $79.99.  The customer can keep the software license which is good for the year since we cannot reuse it anyway.We attempted to come to an understanding but the daughter was simply yelling at our customer service rep, which in turn created a difficult situation. If someone calls us, requests help, purchases our services and receives the help that they paid for, we simply cannot just refund the money. The daughter stated on the phone that she would make a complaint with the Revdex.com if we didn't issue the refund, however, we had to stand firm on this since we operated in a fair and more than reasonable manner throughout.The customer, [redacted] is of sound mind.  This is not a case where someone is elderly and doesn't understand what they are doing.  Our primary demographic is the older generation of folks and we take great care to ensure we are clear and they understand what they are purchasing.The customer wasn't ripped off, the services are a fair price for fully US based technical support services and we resolved her issue in a timely manner. The customer further has unlimited support for any issue or question for a full year as well. It's unfortunate that the customer's daughter feels this way, however we can't take back services that were already completed. The customer is welcomed to utilize our service for the remainder of her year, we harbor no ill will toward her what-so-ever.  To summarize, we have processed the refund for the software, which is still fully functional and the customer can keep.  Our services are still active for an entire year.  We have cancelled any recurring billings so nothing will automatically rebill.We regret situations such as this, because while we always want to provide the best customer service possible, we do need to set a standard of abiding by what are our more than fair policies.  It is not about the money, but it is about being fair to our thousands of other customers who pay for and receive services from us.  Setting a precident of refunding services upon their successful completion is counter to any service based business.  You wouldn't ask your mechanic to refund you for work done on your car because your daughter or son is a mechanic and they could have helped you, so asking for a refund of technical services should be treated the same way.  We cannot undo what we fixed, nor would we want to out of the best interest of the customer.We look forward to assisting the customer for the remainder of their time as our customer and hope they do not hesitate to contact us when they have issues or questions.  The customer was put in a difficult position and could not go against her daughter.

We fielded a complaint call directly from [redacted] prior to him making this complaint.  We explained to him that our services were rendered and in no way did we misrepresent ourselves.  We value transparency and would never attempt to engage in deceptive practices.  There is...

simply no benefit to us in the long run.  We have a sterling reputation among the thousands and thousands of customers that we have assisted over the years.In regards to this specific complaint, we review the initial call recording in its entirety.  The customer ([redacted]) called in stating that he is a [redacted] subscriber.  Our technical support manager was handling overflow calls this day in our sales department so he is actually the one who assisted [redacted] during the initial sales process.  Our technical support manager, [redacted], answers saying, "Thank you for calling Tech to Us, my name is [redacted], how may I help you?"  We answered as our company, not as [redacted].The customer goes on to describe a common pop-up message scam on his computer.  This scam prompts the user to call a phone number to a call center overseas.  The caller is then made to believe that their computer has all sorts of infections and issues.  They then typically connect to the customer's computer with the help of the customer and show them fake information about problems that don't exist.  In this instance the customer let them on the computer and gave them credit card information. [redacted] asked if he has technical support with our company or ever used it with our company previously.  The customer wasn’t sure so [redacted] proceeded to look the customer up in our system.   [redacted] looked him up and the customer had never called in or used us for support before.   The customer replied stating that he never called [redacted] for anything but said he already paid for that (meaning his [redacted] software).  [redacted] corrected the customer stating that it wasn’t with us and that [redacted] antivirus is separate software and that we just provide technical support services.The customer said, "Wait a minute I paid all this for [redacted] and you’re not going to do anything?"   The customer again questioned why he had to pay for support, be he purchased [redacted] software.  [redacted] again made it clear that he did not purchase [redacted] software from us.   The customer then simply asked if we are a different company (from [redacted]).  [redacted] then specifically says, "We are Tech to Us and we provide technical support for [redacted] products."  [redacted] goes on to explain the difference between us (Tech to Us) and [redacted].  The customer then asked, "So you are not [redacted] antivirus?"  [redacted] replied, "Right, our company is Tech to Us."  The customer replied with, "What?"  [redacted] again says, "We are Tech to Us."  The customer then says he thought that he called [redacted] support.  [redacted] said, "We can provide support for [redacted] products so that may be why you got our number."  [redacted] goes on to further explain our services.  The customer then asked for the [redacted] phone number.  [redacted] stated that he does not have it.  Customer went on to say and complain that [redacted] wants more money and more money.  [redacted] again attempted to correct the customer by stating, "That’s not us sir, I already told you that".   [redacted] went on to explain how we fix this type of scam and malware issues all of the time and further described the plans and pricing.  The customer then decides to go with the Monthly Unlimited Support Plan.   [redacted] then gathers his info and signs him up.  [redacted] gives him our direct toll-free number.  The customer again, specifically asks what is the name of this (our) company.  [redacted] once again says, "The name of our company is Tech to Us" and he spells it out as well.  He further explains that we Revdex.com accredited.  [redacted] offers the advice to the customer that he calls his credit card company to dispute the other scam charge from the people who scammed the customer with the phone number on his computer.He explains that "Tech to Us" will show up on his billing statement for the current charge for the Monthly Unlimited Support Plan.  [redacted] goes through wrap up process and explains all the charges and that a technician will then assist the customer with resolving the issue.Once assisted by our techs, the customer's issues are fully resolved.  The customer even comments how happy he was with the experience.In conclusion, the customer was clearly explained who we were, what we did and then received an excellent experience resulting in a complete resolution of his problem.Call recordings can be provided to the Revdex.com at their request if they wish to review the accuracy of this information.No refund will be issued, however we did cancel the customer's plan from recurring monthly going forward as per his request.

Preyed on a 78 year old woman.
My mom got scammed on one of those websites that says call this number to remove the virus. After the scammers put a virus on her computer, she called toll free info for Microsoft and some how she ended up at TechToUs.
Mind you the whole time she is thinking she is talking to Microsoft tech support. TechToUs sold her a repair service for a year at $299.99 then told her that Norton antivirus is no good and sold her their propitiatory antivirus and spyware software for another $79.99.
I called to try to cancel the next working day and tried to negotiate since they did work on my moms computer and cancel the virus/ spyware and get my moms money back but she said because the key was already used they could not issue a refund for the software and because my mom approved of the service they would not issue any refund what so ever.
The woman would not budge at all. I tried to explain that my moms computer is over 8 yrs old and is a [redacted] computer and she didn't care. She just kept saying my mom authorized the purchase and there was nothing she could do.
The $380 my mom spent on their service and software she could have used that money to help purchase a new computer.

We fielded a complaint call directly from [redacted] prior to him making this complaint.  We explained to him that our services were rendered and in no way did we misrepresent ourselves.  We value transparency and would never attempt to engage in deceptive practices.  There is...

simply no benefit to us in the long run.  We have a sterling reputation among the thousands and thousands of customers that we have assisted over the years.
In regards to this specific complaint, we review the initial call recording in its entirety.  
The customer ([redacted]) called in stating that he is a [redacted] subscriber.  Our technical support manager was handling overflow calls this day in our sales department so he is actually the one who assisted [redacted] during the initial sales process.  
Our technical support manager, [redacted], answers saying, "Thank you for calling Tech to Us, my name is [redacted], how may I help you?"  We answered as our company, not as [redacted].
The customer goes on to describe a common pop-up message scam on his computer.  This scam prompts the user to call a phone number to a call center overseas.  The caller is then made to believe that their computer has all sorts of infections and issues.  They then typically connect to the customer's computer with the help of the customer and show them fake information about problems that don't exist.  In this instance the customer let them on the computer and gave them credit card information. 
[redacted] asked if he has technical support with our company or ever used it with our company previously.  The customer wasn’t sure so [redacted] proceeded to look the customer up in our system.   [redacted] looked him up and the customer had never called in or used us for support before.   The customer replied stating that he never called [redacted] for anything but said he already paid for that (meaning his [redacted] software).  
[redacted] corrected the customer stating that it wasn’t with us and that [redacted] antivirus is separate software and that we just provide technical support services.
The customer said, "Wait a minute I paid all this for [redacted] and you’re not going to do anything?"   The customer again questioned why he had to pay for support, be he purchased [redacted] software.  [redacted] again made it clear that he did not purchase [redacted] software from us.   The customer then simply asked if we are a different company (from [redacted]).  [redacted] then specifically says, "We are Tech to Us and we provide technical support for [redacted] products."  [redacted] goes on to explain the difference between us (Tech to Us) and [redacted].  The customer then asked, "So you are not [redacted] antivirus?"  [redacted] replied, "Right, our company is Tech to Us."  The customer replied with, "What?"  [redacted] again says, "We are Tech to Us."  The customer then says he thought that he called [redacted] support.  [redacted] said, "We can provide support for [redacted] products so that may be why you got our number."  [redacted] goes on to further explain our services.  
The customer then asked for the [redacted] phone number.  [redacted] stated that he does not have it.  Customer went on to say and complain that [redacted] wants more money and more money.  [redacted] again attempted to correct the customer by stating, "That’s not us sir, I already told you that".   
[redacted] went on to explain how we fix this type of scam and malware issues all of the time and further described the plans and pricing.  The customer then decides to go with the Monthly Unlimited Support Plan.   [redacted] then gathers his info and signs him up.  
[redacted] gives him our direct toll-free number.  The customer again, specifically asks what is the name of this (our) company.  [redacted] once again says, "The name of our company is Tech to Us" and he spells it out as well.  He further explains that we Revdex.com accredited.  [redacted] offers the advice to the customer that he calls his credit card company to dispute the other scam charge from the people who scammed the customer with the phone number on his computer.
He explains that "Tech to Us" will show up on his billing statement for the current charge for the Monthly Unlimited Support Plan.  [redacted] goes through wrap up process and explains all the charges and that a technician will then assist the customer with resolving the issue.
Once assisted by our techs, the customer's issues are fully resolved.  The customer even comments how happy he was with the experience.
In conclusion, the customer was clearly explained who we were, what we did and then received an excellent experience resulting in a complete resolution of his problem.
Call recordings can be provided to the Revdex.com at their request if they wish to review the accuracy of this information.
No refund will be issued, however we did cancel the customer's plan from recurring monthly going forward as per his request.

We’ve reviewed all of the call recordings and case notes for
this customer in detail.
Her claim that she thought she was...

calling [redacted] is
clearly not the case.  Our phone system
answers, “Thank you for calling technical support, provided by Tech to Us”.  It also states, “Please be advised that we
are not associated with or contracted by any manufacturer or technology
provider.”  Furthermore our customer
service agent, [redacted], answers the phone saying, "Thank you for calling
Tech to Us. My name is [redacted].  How may
I help you?"
The customer (Malissa Bossio) says that she has already pay
us $79 and asked if she can just remove office and get a refund for that.
[redacted] (our customer service agent) replies "Well
you're calling Tech to Us. You're calling technical support for [redacted]
products.  We're not [redacted]…so we're
not the ones who you gave that money to."
The discussion went on for a few more minutes with the
customer making references to [redacted]" more than once; indicating
that she is aware that she is not currently speaking to [redacted]
The customer even states in her complaint that she was “given
the number for “Tech to Us”.   We are unsure
how there is any confusion in regards to us being [redacted]
The customer then said she'd had service before and it was
only $99.
[redacted] (our customer service agent) checked and couldn't
find her in the system.  [redacted] replied,
"I don't think it was us.  I'm
looking up your name and it's not coming up at all."
[redacted] also checks under the customer's mother's name, as
it was her card.  [redacted] told her she
still couldn't find it.
The customer still agrees to purchase our service for
technical support at $149 (not $142 as the complaint states for whatever
reason).
The customer states that she cannot work with us on the
problem at that time and requests for us to call her back.  Our tech [redacted] calls her back the same evening.  They work for a while and he ([redacted], our tech)
gets the internet working in safe mode.
In regards to a promise of time we never promise time since
resolution times vary widely depending on the problem and specific
circumstances.  We do not guarantee a
same day resolution.  Furthermore, she
called just over an hour before we close for the evening and wasn’t able to
even start right away.
[redacted] says that we'll keep working in the morning and call her
"as soon as we can".
She explains that the best time to reach her would be before
9:30am her time.
[redacted] replies "OK yeah that should be perfect. We'll be
open at 9am so it's probably one of the first things he (one of our morning techs)
is going to test.  I'll send him an email
letting him know that if for some reason it is disconnected, to contact you as
soon as possible."
In no way does he actually tell or promise the customer her
that she WILL be called before 10am, just that she will be called as soon as
possible if they need to speak to her. 
She didn't actually even ask WHEN she'd receive a call.
The problem was indeed fixed and verified with the
customer.  There is some confusion as to
whether other issues were happening later on, but they did not seem related to
the initial issue that was verified fixed. 
We told the customer that would be able to look at it again (we followed
up with a call out of courtesy) if the new issue persisted.
The customer does have a valid complaint in regards to the
hold time, which was longer than it should be and we apologize for that.
Regardless, the customer obviously was not pleased with the
service for whatever reasons despite our best efforts.  We’ve gone ahead and issued a full refund in
the amount of $149 since customer satisfaction is important to us.
We simply wanted to clearly state what happened based on
call recordings to at least show we made a strong and ongoing effort to assist
Ms. Bossio.
Please note, that it seems that there is a duplicate
complaint.  We are responding to both
complaints with the same response.
Thank you,
Guy Citarella
Founder & CEO
Tech to Us – A Division of Commprise, Inc

This is a bit of a unique situation since the customer is making bizarre claims that searching for "[redacted] tech support" referred him to us.  This is not true.  I know many sleazy companies place ads like that, we do not nor have we ever misled customers this way or misled them in any...

way.  If you go to Google and search for "[redacted] tech support", the entire first page of results are all sites at [redacted].com.  I am not sure what he is talking about.He also states that we didn't deny the affiliation when he contacted us.  We didn't deny anything because he never questioned if we were affiliated with [redacted].  I imagine he assumed we were based on his complaint?  Not sure.  However, since we never claimed to be [redacted] support to begin with, how could we deny it?Should be have to deny that we aren't [redacted] support or any other support that we never claimed to be to begin with?  We shouldn't, but to go the extra mile anyway, we specially state on our incoming sales line recordings that we are, "not affiliated or contracted by any manufacturer or technology provider".  We go through a specific sales wrap up process and state what the charge appears as on their card (TECH TO US).  We always answer the phone as "Tech to Us", our automated greetings before and after the sale state our name as well.  The salesperson answered as this and the technician then answered as "Tech to Us" after the sale was made.  We have all this recorded, along with every other conversation we've had with this customer.As for the customer's issue, there was a definite issue with upgrading to [redacted] on his computer.  We were able to revert back to [redacted] as he said because he needed to use the computer.  Trying to then upgrade to [redacted] again failed.  The next step was for us to proceed with a fresh install of [redacted].  However the customer did not want to and stated (we have this recorded) that he didn't want to and was fine that at least he now has 8.1 back and working again which was his goal.  He then was upset about losing some programs (not "enormous data loss").  We said we can get those back for him, and that would not not be an issue.  He declined our assistance here.  Again, we have all this recorded.  Bear in mind, all of our services are flat rate, so we reverted back 8.1, were going to do a fresh install of [redacted] then get back any programs for him, all for $129.99.We have an excellent relationship with our customers and hate having to respond to things like this since it's simply an issue of a customer trying to get out of paying.  We record all of our calls, we document notes on what we do.  This customer can make claims all he wants, but he just wanted free help from the beginning and when he got his computer at least working with [redacted], he bailed out.  He still seems to think we are affiliated with [redacted], even though he spoke to a manager here afterwards and we again explained that we are not and we never said we were.  I don't know how he found us online, but we never advertise about being affiliated with any other companies, including [redacted].We do think that the process of support could have been a bit smoother and bit quicker to come to the solution of reverting to a clean 8.1 again, but all of these other things said are simply not true.  We have an excellent, one may even call it pristine, reputation.  We always act with the intent to best servicing our customers.  When customers refuse to work with us any longer or distort facts, we cannot control that.  We have gone ahead and refunded the full $129.99 to this customer because we stand behind our service and want other potential customers to know that they are in good hands with us and that we are a fair and transparent company.

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 but to the
point of the refund ONLY!
The explanation given by the business is, to say the least, quite fantastic and does not need any attention.
I still stand by my initial description of the incident.
Sincerely,
[redacted]

Review: Their number is fraudelently listed as "[redacted]" mulitple times!!!!!!!!!!! Why is this so hard for Revdex.com to understand. This is a common scam where fraudulent companies pretend to be someone else. The fact that "we do not represent any other company" hidden in their voice message does not matter since they are LISTED as another company!!!!!!!!!!!!!!!

When I called the company I thought I was talking to [redacted]. I did not hear the explanation of their company and when you call back from a different number, you receive a different message.

A "[redacted]" told me I had to pay $29.99 to receive technical support. After charging me, I learned that they were NOT [redacted] but TechtoUs. When I asked for my money back "[redacted]" refused to give me my money back and that he already had my money and transferred me to a tech support person who I conveniently got disconnected from. I learned they actually charged my account twice: on e for $1 and another for $129.94 more than I was told. When I called back I received a different person who claimed they will give me my money back, but I have not received any money back yet!

This has been a complete waste of time.

Seriously, If the Revdex.com won't don anything about these fradulent companies people are going to start taking the law into their own hands. So STOP PASSING THE BUCK AND DO SOMETHING!!!!!!!!!!!!!!!!!! This TechToUs company is Fraud, It is fraud it is fraud.Desired Settlement: Take away their business license and their phone numbers.

Business

Response:

Issue has been resolved, and my money has been refunded.

thanks

Review: On Monday April 7, 2014 I was having issues with my computer after downloading [redacted]. I called 411 from my cell phone and asked for the number for [redacted] I was given the number for "Tech to Us" and when I received the text from AT&T 411 it stated [redacted]" and the phone number for Tech to Us. I believed I was calling [redacted] about my issue. When I called the company, I asked "is this [redacted]" and I was told "we are [redacted] Support". I had believed I was speaking to a [redacted] Tech Support Agent. I then paid $142.00 to have my computer serviced. I needed my computer to complete homework assignments that were due the very next day! I made this clear to both the original person I spoke to as well as the technician I spoke with. The technician remotely accessed my computer and said I would have to sit in "safe mode" all night and his colleague would fix my computer first thing in the morning when the scans were complete. I was told the service should be complete no later than 10am. On Tuesday, I did not see any action on my computer until the afternoon. Another technician contacted me and completed service to my computer remotely. He left a message later that afternoon for me to call as they needed to complete another service. At this point I could not access my computer. I then realized that I was not dealing with [redacted] directly that this was "Tech to Us" now it was beginning to make sense why they hadn't had my information and such. I was furious that I could not access the internet, nor use my computer as my assignments were due and I needed to get them done! I attempted to call the company on three occasions on Tuesday 4/8. I waited on hold for several minutes each time. My last call I waited 21 minutes and was furious. At this point I had to go to my brothers house to use his computer. My computer is still having issues after they "fixed" it again on Wed 4/9. I no longer want to deal w/ the company and frustrated that I believed they were [redacted]!Desired Settlement: I would like the company to remove my name/files from their records and I would like a refund. I was unable to turn in my assignments in as needed. I have a paid computer service plan with [redacted] which I made clear. I needed "immediate" tech support & was told that my laptop would be fixed on Tuesday morning. It was not fixed until Wed 4/9. I am still having problems but I will address them with [redacted] DIRECTLY!

Business

Response:

I want to WARN everyone regarding TECH TO US charging you for services that you do not request. I cancelled my service with them twice. The first time I thought everything was fine then the next month another charge. When I called TECH TO US I was told that I was the one who continued the service. I explained to the woman that she was the one who kept pushing the membership that I no longer wanted it. She the gave me the month for free (which I NEVER USED). Two months pass by and again I get another debit from my checking account this amount more than the last one for February. I called this morning and cancelled once again something that I DID NOT SIGN UP FOR! WHO IS RUNNING THE STORE? I WILL NEVER TRUST THEM AGAIN, NOR WILL I EVER USE THEM AGAIN.

Review: My computer is a [redacted], bought directly from [redacted] for over $ 12,000.00 and I had been working FLAWLESSLY running on [redacted] (Full Version).

For quite a while [redacted] has been advertising a FREE upgrade to [redacted] by using pop-ups on my computer.

On December 22, 2015 I decided to take advantage of [redacted] offer and I installed [redacted].

Upon rebooting the computer, I realized I made a BIG mistake because it was just keeping in re-booting itself.

After numerous attempts to correct the problem, I gave up and I used another computer (a laptop) owned by my son

in order to search for [redacted] Tech Support, which, as stated in their site, names Tech to Us as their representative

to solve such problems.

So, I contacted Tech to Us explaining what happened.

The first thing I was told was that, in order to give me technical support, I had to pay an advance fee of $ 129.00, which would cover a period from Dec. 22, 2015 until Jan. 22, 2016 and then I would be charged monthly for $ 29.00

with unlimited tech support for my computer, including a printer.

Although I raised the question that my problem was caused by [redacted], I was basically told "to take it or leave it".

Not being a computer wizard, I had no choice but to accept.

Two technicians worked on the issue until Dec. 26, without success for which I had no other choice to have them revert to [redacted] since I needed the computer badly.

The same day, I sent an email message to Tech to Us asking for a refund explaining the fact of their inability to solve the [redacted] problem (which also generated an enormous data loss).

The answer rom Tech to Us, via email, was that I had to contact them via phone since the refund issue could not be

handled via email for security reasons.

On Dec. 30, I was able to talk to a certain Jay at Tech to Us explaining why I was entitled to a refund.

Strangely enough, I was told that they had NO affiliation with [redacted] and the fact that they had reverted my system back to [redacted], I was entitled to no refund.

I was simply flabbergasted! I searched for [redacted] Tech Support and directed to Tech to Us, which DID NOT DENY

the affiliation with [redacted] when I contacted them, [redacted] created a severe problem to my computer which Tech to Us was unable to fix and, on the top of everything, I had to pay $ 129.00.

I never heard of a Company product which creates a severe issue and their rep, not being able to resolve it, charges $ 129.00.

I believe that a company such as Tech to US should not take advantage of their affiliations with well known companies and apply a policy of no refund such as in my case.Desired Settlement: In failing to solve the problem, I see no other solution but to see Tech to Us refund $ 129.00.

I Tech to Us persists in denying such refund, I will have no other choice but to have the Courts decide.

Business

Response:

This is a bit of a unique situation since the customer is making bizarre claims that searching for "[redacted] tech support" referred him to us. This is not true. I know many sleazy companies place ads like that, we do not nor have we ever misled customers this way or misled them in any way. If you go to Google and search for "[redacted] tech support", the entire first page of results are all sites at [redacted].com. I am not sure what he is talking about.