The Computer Works

My vehicle was at Brian Harris Mini Cooper and got floodedIt was left on a canal bankThere were imminent flood warnings all week.Not a flash flood My vehicle was brought to this dealership to get service workIt only needed the codes cleared which should have taken no longer than an hourThe car was there for over a month and nothing had been done to itThe service advisor just kept saying they service states and are backed upAfter a month plus of being there I received a phone call asking me to contact themWhen I did I was told my vehicle was left on a canal bank during all the flooding and it got almost feet of water in itI asked why they didn't move it or contact me and tell me to pick it up but got no responseThere were imminent flood warnings all week on the news yet my car along with several other customers were left on a canal bankI was told I needed to contact my insurance company and have them come out to handle itI told them they were responsible for being negligent and leaving the car on a canal bank with flood warnings and got told if I wanted my car fixed I needed to contact my insurance or else it would just sit thereI spoke to an attorney and my insurance company and both said they should be held liableI called Brian Harris's service manager back and he said he didn't care what was said, it was an act of God and that's itI had to make car and insurance payments trying to wait this through so I finally just went through my own insurance and have now lost a good bit of money on a vehicle I just purchased in May, months priorI am at the end stage with my insurance but am very unhappy that the dealership isn't taking any responsibilityI feel that since they were lucky enough to not have to pay to replace the vehicle they should have covered the deductibleI spoke to the General Manager today and the only condolence he offered was to offer me a car at list priceI find his offer rude and inconsiderateWhy would I purchase a vehicle from them? Why would I let them make money on me? They just made me lose a car I just bought and loved due to they're negligence and the only offer us to buy a car from themI will passI think the dealership should be held liable for the vehicles that were flooded and for the customers that helped them out by going through they're own insurance I feel the deductible should be refundedThis wasn't a flash floodThere were flood warnings on the news non stopIt was flooding all week throughout several statesThe cars were flooded on a SundayWhy didn't they move the cars or call customers and tell them to pick them up like any other dealership would have done

My vehicle was at Brian Harris Mini Cooper and got flooded. It was left on a canal bank. There were imminent flood warnings all week.Not a flash flood
My vehicle was brought to this dealership to get service work. It only needed the codes cleared which should have taken no longer than an hour. The car was there for over a month and nothing had been done to it. The service advisor just kept saying they service 3 states and are backed up. After a month plus of being there I received a phone call asking me to contact them. When I did I was told my vehicle was left on a canal bank during all the flooding and it got almost 3 feet of water in it. I asked why they didn't move it or contact me and tell me to pick it up but got no response. There were imminent flood warnings all week on the news yet my car along with several other customers were left on a canal bank. I was told I needed to contact my insurance company and have them come out to handle it. I told them they were responsible for being negligent and leaving the car on a canal bank with flood warnings and got told if I wanted my car fixed I needed to contact my insurance or else it would just sit there. I spoke to an attorney and my insurance company and both said they should be held liable. I called Brian Harris's service manager back and he said he didn't care what was said, it was an act of God and that's it. I had to make 2 car and insurance payments trying to wait this through so I finally just went through my own insurance and have now lost a good bit of money on a vehicle I just purchased in May, 3 months prior. I am at the end stage with my insurance but am very unhappy that the dealership isn't taking any responsibility. I feel that since they were lucky enough to not have to pay to replace the vehicle they should have covered the deductible. I spoke to the General Manager today and the only condolence he offered was to offer me a car at list price. I find his offer rude and inconsiderate. Why would I purchase a vehicle from them? Why would I let them make money on me? They just made me lose a car I just bought and loved due to they're negligence and the only offer us to buy a car from them. I will pass. I think the dealership should be held liable for the vehicles that were flooded and for the customers that helped them out by going through they're own insurance I feel the deductible should be refunded. This wasn't a flash flood. There were flood warnings on the news non stop. It was flooding all week throughout several states. The cars were flooded on a Sunday. Why didn't they move the cars or call customers and tell them to pick them up like any other dealership would have done.

Review: I took a partially set up laptop to The Computer Works to have the setup process completed. My first trip back I picked it up, paid $125 and returned home without asking them to show me it worked. I returned it to the store and asked them to correct the setup so it could be used. When I returned the next day to pick it up, I asked to be shown that it was working correctly. Again the problem had not been corrected so I left it. I received a call that afternoon that it was ready so the next day I returned to the store to pick it up. The store was closed, "out on service call" sign was on door. Another sign on the door stated that store hours are Monday thru Saturday 10 AM to 6 PM. When I received a call that afternoon that I could pick the laptop up, I expressed my displeasure that I had been to pick it up, no one was there, and that I had already been to the store numerous times, spending several hours, driving many miles and using gallons of gas and that the problem continued. I was calm and did not raise my voice. The owner's son told me that I had to pick the laptop up, they would not deliver it to me, and that they requested I not come back to their store. That evening the owner called and as we began talking the phone line went dead so I hung up. The owner called back shortly thereafter and my son answered the phone and talked with the owner. I do not know exactly what my son said to him, but the owner did tell me when I picked up the laptop a couple days later that he did not appreciate how my son talked to him and that my son told him to "suck it up". Anyway when I picked the laptop up, the owner advised me that I was not to come back to the store and that he had written me a letter which he had put in the box with the laptop. I advised him that he son had already told me that and I had no desire to visit his store ever again. When I asked to see that the laptop was working properly, the owner told me it was and he pushed it across the counter toward me. I again told him I wanted to see so he jerked it out of the box and hooked it up. By then I was getting a little rattled at the way he was treating me so I saw enough to make me think it was OK. I took it and left. When I tried to use it that evening I found that the owner or someone who works with him had sabotaged the laptop and I could not use it. I could not get to my e-mail application and many of the other apps had been disabled, mainly the ones we would use frequently. I had to take the laptop to another repair service, pay another $100, and finally, it is working great! The repair agent told me that "he (the owner) had done a number on my laptop". So I guess my complaint is both repair service issues and customer service issues. By the way the letter told me that I was not to come back to the store or even close to it, that if I did I would be considered a TRESPASSER and I would be ARRESTED. It also said that a copy of the letter was being sent to the [redacted] Police Department.

Business

Response:

Ms. [redacted] came in to my place of business on 7/8/2015 asking us to finish setting up her laptop.She was unsure of what to do. Being that it is a different operating system, she was not familiarwith it. As you see in EX1, Ms [redacted] filled out the paper work and we finished up the setup onthe computer. Ms [redacted] was asking us to setup her email. My employee and I told her the emailis personal and that needs to be done by her and her internet provider.On 7/9/2015, Ms [redacted] came to the store and checked the computer out, and everything seemedto be working in the correct manner. She was able to use the computer and the features thatcame with Windows 8 operation system. She signed the sales ticket indicating everything isworking properly as you see she signed the bill of sale indicating that everything is working . SeeEX2.Each and every customer that comes to our store is required to check the computer out with our staff and make sure it is to their satisfaction. By signing the form the customer is indicating everything is done properly.On 7/13/2015, Ms [redacted] returned to the store saying she was not able to use the email on her computer. I showed her that she must type in the user name and password, and again that is an issue she needs to call her internet provider for, because of the personal information on the internet. I showed her how to log in and she was able to see her email, and her data on the email.Ms [redacted] returned on or about 7/13/2015 with the computer and left the computer at the store.Ms [redacted] was being very rude and hateful to my Store manager and my employee. see EX3. I returned to the store from a service call. I evaluated the computer and everything was workingcorrectly. I then called Ms [redacted], and I was explaining to her the computer was ready to be picked up and she was talking to me in a very rude and harsh manner. I told her to please come and pick up the computer, at which time the line went dead. I called back to Ms [redacted] and her son answered the phone, and I told him the phone was disconnected. At which time her son said I will give you some advice and said to" suck it up" and called me an [redacted]le, and then hung up.On or about the 7/15/2015, Ms [redacted] came to my store. I showed her the computer and she logged in to her email. She said it is working. As I was boxing up her computer she started to yell at me and my employee and making rude comments. At which time I told Ms [redacted] not to return to my store and gave her a letter asking not to return to my store.As for Ms [redacted]'s spending many hours and miles driving to my store from her residence to my store, if you look at her address and my store address it is only a 10 minute drive and about 4 miles. see EX4. We at the computer works setup Ms [redacted]'s computer as requested and each time she picked it up it was working as she wished. When the computer leaves our store we cannot be responsible for our customer's actions and use of the computer. Ms [redacted] bought a new computer with an new operation system (Windows 8) to which she is unfamiliar with. If she needs assistance with her email she needs to call her internet provider for support with her email. Again we are not able to be of service with her email because of the privacy issues with email.Ms [redacted] and her son's rude and unacceptable behavior forced me to call the police at which time the police told me to write a letter telling them not to return to my store.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no offer in the response to my complaint addressed to The Computer Works in [redacted], **. Additionally, the main issues in my complaint were not addressed.First issue: I took my laptop to The Computer Works to have it fully setup and rendered usable. I had partially completed the setup process and ran into some difficulties that I could not resolve so I took it in to a purported expert, the owner of The Computer Works, to have it completed. One of my main concerns was to have the internet functioning properly in order to access an e-mail account that has been established for many years. I did not ask the owner to setup an e-mail account for me, but only to be able to access to e-mail. I didn't need to contact my internet provider as the account was working fine on other computers.I dropped the computer off on July 8 and returned to the store on July 9. Only the employee was present when I went in with my husband to pick it up. The employee was cordial and even brought the laptop over to the counter where my husband could access it (he is disabled and in a wheelchair). The employee turned the laptop on and showed us how to bring up the desktop. He did not show us that the web page for the e-mail was accessible although he did offer. Since I trusted the purported experts to have fixed everything, I declined, telling the employee that I felt it was all right. And yes, I did sign the invoice. The evening of July 8 I attempted to access the e-mail account and the web page would not come up. There was a figure of a broken robot and a message that "the request is invalid". I was not able to get it working properly so on July 13, I returned the laptop to the store for them to fix. The office manager was there, she was the only one there, and she tried to get the web page up and the same message came up. I tried also, but with no success. When the office manager started to get out a work order, I told her that wasn't necessary, I had brought all the prior paper work with me and that I didn't need to pay anything since it was not fixed the first time I brought it in. I was not unkind to her and she seemed fine with me. The owner was not in the store at the time as he said in his response and he did not show me how to log in! I left the computer and the office manager told me she would let me know when it was ready.After being notified by the owner, I returned to the store on July 14 to pick the computer up. The employee, again, was the only one in the store. He had the laptop on and connected to the internet so we could see that it was working properly. I attempted to reach the e-mail web site and the same little broken robot and message appeared. The employee asked me if I was sure I had an e-mail account and I assured him I did, had one for years. He tried getting on using his login and there was that little broken robot and message again. So I left the computer again. At no time did either the employee or I behave in an inappropriate manner.I was notified by the owner that the laptop was fixed this time so I returned to the store on July 15. No one was there. A sign on the door said "Out on Service Call". After returning home, the employee called to tell me the computer was ready. I told him that I had already been there to pick it up and no one was there. He responded he had been out on a service call and that I needed to come pick the computer up. I told him I was not very happy about the way things had gone, that I had made many trips, spent lots of time, etc and that either he could bring it to me or I would pick it up, preferably he would deliver it. He said he would not deliver it, that it was there and I had to pick it up, and they requested that I not use their services any more. With that I responded that I would pick it up and he could bet his bottom dollar that I would never use their services again. I was not rude or harsh, just told the employee how I felt about their services. The owner was not there as he stated in his response to my complaint.The owner called me the night of July 15 and as we began to talk, the line went dead so I hung up and started dinner. I did not talk to him in a very rude and harsh manner as he stated in his response. And he had not told me to come pick up my computer - we probably hadn't said more than a couple words when the line went dead. When he called back, my son answered the phone and he did say a couple rude things to the owner, but the owner also had a few choice comments of his own!I returned to the store on July 17 to pick the computer up. The owner was waiting for me in the front of the store and as soon as he recognized me, he started ranting on about how my son talked to him, etc., not giving me time to get a word in. We went back to the counter and he pushed the computer toward me. I told him I wanted to see that it was working and he said not to worry about it, that it was fixed. I again told him I wanted to see it was working and he jerked it out of the box and set it up. He told me I needed to get someone to show me how to use a computer and I told him I knew how to use a computer. Then he said he meant how to use Windows 8, the new operating system. I didn't tell him that I had been using it on my son's computer - he wouldn't have listened. Anyway, somehow he had it fixed so that when it was turned on, the e-mail account came up so I thought it was OK. All the time, he was telling me that he had a letter for me (it was in the box with the computer) telling me not to come back. I told him that his son and I had that discussion and I didn't plan on coming back. He pretty much jammed the computer in the box and shoved it across the counter to me, I took it and left, wishing him good luck with his business on the way out. There was no yelling or raising my voice at any time, on any of my visits to the store. The son was also in the store at the time, but he didn't say anything.Issue 2: The owner sabotaged my laptop. I was not able to access the e-mail and numerous other apps as they had been disabled. The computer was completely useless. I took it to another service to have everything removed and completely reinstalled. The person who repaired the damage said that he (the owner) had really done a number on it. If necessary I can obtain written confirmation.Issue 3: I requested a refund.This should clarify why I have declined.

Business

Response:

In reference to the 2nd letter, all of the issues have been addressed. Mrs. [redacted]'s evenacknowledged that her email was working and she has seen the email in her mail box. She saidyes that is my husband's emails.Mrs [redacted]'s was offered to show the computer was on the internet but Mrs. [redacted]'s declined tocheck her email at the time. See EX1.Mrs. [redacted]'s keeps saying the email was not the issue here, but she keeps referring to her email.Due to the privacy issues with email. Again we do not work on emails. The email or emails areto be done with the customers and their email provider. If you see EX2. Mrs [redacted]acknowledges her email was working here. Once the computer leaves our store we are not ableto assist Mrs. [redacted]'s on how to use her computer.Clearly Mrs [redacted]'s has been rude and makes rude comments as demonstrated on thecomplaint she has written the second time. See EX3.All work was done in a professional manner and services were rendered. Mrs. [redacted] has signedpapers showing all work done to her satisfaction. Each customer is required to check theircomputer before signing any paper work with our firm. By signing the papers this shows to thecustomer and The Computer Works the computer is working properly. See EX4. All serviceshave been rendered and done correctly. No refund will be issued.It appears Mrs [redacted]'s is contradicting herself on the complaint.On July 13,2015, when Mrs. [redacted] returned to the store, she stated that shecould not access her e-mail. I said that I would get another worksheet to fill outfor her. She said in an unkind manner, "l'm not going to pay another penny!" Istated that I was using the worksheet for our records. I was not going to chargeher. She replied, "Oh, ok." I asked her to leave the laptop with us and thetechnician would check it out.On 8-15-15, I spoke to [redacted], our employee, who had interactions with Mrs.[redacted]. He stated that Mrs. [redacted] was rude to him on the phone and rude to thetechnician when she picked up the laptop. [redacted] stated that Mrs. [redacted] was notrude when her husband was with her-only when she was by herself, she wasrude.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As long as the owner of The Computer Works, his office manager, and his employee do not take responsibility for improperly servicing my computer as I requested (and in addition sabotaging it before I picked it up) and attempting to discredit my character and integrity, this complaint will not be resolved. I have not contradicted myself in either the original complaint or the response to the original complaint. When I dropped the computer off, I asked that the setup be completed and that I needed to be able to access the email web site. I never asked that an email account be set up for me nor did I ask that the owner or any employee go into my email account. Both the office manager and the employee, upon my second and third trips to the store, saw that the email web page could not be accessed. Having worked in an environment where there were privacy issues, I am aware that a person's email account is private. As to being rude, I suppose it is a matter of how you define rude. I did tell the office manager that I was not going to pay any more to have the computer fixed to where it could be used. I think that is reasonable considering it was not fixed the first time. I did not say I wasn't going to pay another penny. And I was not rude. I did tell the employee that he could bet his bottom dollar that I would never use their services again. That was after he told me they requested that I not use their services again. They have neglected to address the things they said to me! By the way, it's pretty easy to say things happened when there were no other people present. I tend to behave the same way whether my husband is with me or not (please see the note from the office manager). And yes, I did sign the paper work. I trusted the owner and his employees with my computer and I trusted them to fix it correctly. They are supposed to be the computer experts!The owner, his office manager and his employee all know what happened. That they chose to tell other than the truth was their decision.I am still requesting a refund.