The Geekz Reviews (41)
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The Geekz Rating
Description: COMPUTERS-SERVICE & REPAIR
Address: 85 Broadway, Hicksville, New York, United States, 11801
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Hello:
I dealt with a sales rep named Jason Guerula on November 7,2023.I am a Canadian senior who called Geek Squad as my computer was running slow.
I have several complaints with the service I received:
1. When I asked Jason if he was with Geek Squad in Abbotsford,BC,Canada, he said yes, when in actual fact he was in Houston,Texas.
2. When my wife asked why we were being charged in USD for a service performed in Canada, he said the invoice originated with the US parent company(see attached Geekz invoice). This is not true,as the US and Canadian Best Buy operations operate separately and independently, according to the Best Buy Geek Squad manager(Dylan) here in Abbotsford,BC.No service in Canada is billed to a US company.
3. We belong to the Geek Squad Protection Plan from 2020(see attached) and this service would not cost us anything. Jason, at no time, asked me if we belonged to this plan.
4. Jason told me we had 11,000 corrupt files on our computer. When I asked the local Best Buy Geek Squad manager, he said a computer would not operate with that many corrupt files.
5. Jason was unable to enter my Amex credit card details correctly, which flagged a fraud alert with American Express Canada. This subsequently led to Amex closing my account,cancelling my existing Amex card and issuing a new credit card.
6. Jason incorrectly entered my TD credit card details after the Amex card entry failed. A TD fraud alert was triggered,causing TD to close my account,revoke my existing credit card and also, issuing me a new card. As well.TD fraud told me that 3 separate entries from your company were made on my TD credit card on November 7,2023.
6. These fraud alerts caused me a great deal of anguish and inconvenience for your sales reps lack of expertise.
7. This agreement required me to review,approve and sign it digitally. Jason did this after he hung up on us - I never signed any document,digital or otherwise. Another misrepresentation by Jason G, as he forged my signature online.
This entire experience has been absolutely horrible, from start to finish. An inexperienced rep who couldn't do his job properly and who lied repeatedly to me. I HATE BEING LIED TO!
So, as per the attached invoice, I am not satisfied with the service I received in this transaction. As per your 30-day warranty for unsatisfactory service, I am requesting a full refund in the amount of $410.55 CAD. Today is November 23,2023, well within the 30-day deadline of December 7,2023 to fulfil my request.
Unfortunately, because of the mistakes made by your rep. Jason, I cannot have the charges reversed and applied to my American Express credit card. Therefore, I am requesting that you issue me a full refund by certified cheque or money order to my home address. Thank you.
Yours truly,
Norm Grabham
319-33392 Mayfair Avenue
Abbotsford,BC,Canada
V2S 7E2
Revdex.com:
The business in reference to complaint ID [redacted] has refunded my money in full. I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Review: I was on my computer when all at once the screen locked up. A phone number appeared ###-###-####, and text that warned do not turn this computer off. I did turn off the computer and after rebooting the number is all that appeared. I called the number and was informed that my computer had a virus and they could fix it with AVG Anti-Virus Cloud protection. $189.99 for a year and $400+ for 3 years. I paid with a credit card for the 3 years. I was able to get back on my computer after they came in by remote access and installed the software of AVG. That was Friday October **, 2015. On Sunday morning, November *, 2015, I was trying to live stream a church broadcast and the connection would not stay static. I had never had problems with this in the past. I contacted my internet provider to see if my download speed was adequate and it was. Also I have virus protection through my internet provider called [redacted]. So the only thing that had changed was what The Geekz had done to my computer. I called them back and I accused them of forcing a virus on my computer just to sell me a service. They of course denied doing that. But tell me how their phone number appeared on my screen out of the blue. I am not computer savy and I fell for their scam. I found that out later after they charged my credit card.Desired Settlement: Put them out of business. They are scam artists. Refund my money.
Business
Response:
Respected Customer,Thank you so much for contacting the The Geekz!Thank you for taking the time to comment on your recent interaction with The Geekz. I certainly appreciate your critique as your feedback allow us to focus on what needs improving and your precious feedback will surely help us to enhance our skills to assist our respected customers. It will help me to meet up-to their expectations.Please accept our sincerest apology for the inconvenience this may have caused to you due to unprofessional experience you have had while contacting The Geekz. You are right your concern should have been handled under high priority. And, I completely understand how frustrated you are, I would be frustrated too!As a result of our investigation, we found that you have contacted us and while troubleshooting our technician found some suspicious activities were active and technical team wanted to disable those unauthorized activities so your system performance can be enhanced.I will request you to please give us one chance to serve you being our respective customer. As a gesture of our regret, we are prepared to help you in future and your call be assisted with higher priority. We understand how disappointing it can be when your expectations are not met. We look forward to receiving your further calls, and assure you that your expectations will be filled promptly.We would like to see your presence as a valuable and respected customer. Also, we would glad to be associated with you, have trust on us that we follow your valuable feedback with a substance of possibility to assist our other respected customers.Since we value your attention and concern, I would like to request you to please call us for any technical issues you may have in future and ask for (AM). I am listing you under my higher priority contact records. We look forward to receiving your further positive comment and assure you that your expectations will be filled correctly. Please feel free to call us at our toll free number & give us a chance to serve you. Yours sincerelyAM @ The GeekzThe Geekz Support Team
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here
This business scams people by coming in the computer with spyware. I did not solicit their business but was unable to do anything on my computer until I called their number that popped up on my screen. Like I said previously I am not computer savy and so I thought I had no choice. They sold me a virus protection called AVG for $449.99 for a 3 year service. I called ATT today which is my internet provider and they have a free virus protection with my service called [redacted]. I asked how these people were able to get around [redacted] virus protection and was told this is done by me going on various websites and these people came in through a website and used spyware. They are then able to lockup a computer that way. Also my internet provider told me that AVG they sold me is a free download and should not have cost me anything. These people need to credit back my credit card for the full amount I was charged. My computer is still not running properly since this business hacked my computer. I was instructed by my internet provider to call them in the morning and they will clean up this mess The Geekz caused. And they will do it for free!. They will put blocks in to protect my computer from spyware and malware. I want nothing to do with these people and I want the charges reversed on my credit card.
Thank you[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Dear [redacted], We did tried to reach you to understand your concern and we are still eager to take care of technical issue. We have 5 star rating of yellow pages and 4.7 star rating of google. Please reach us back at our toll free number for your refund request. As mentioned earlier we did tried to contact you on [redacted] Nov & [redacted] Nov get your refund processed. Once again we apologize for the inconvenience caused. Please feel free to contact us anytime for any more queries and questions you may have.Regards, The Geekz Support Team###-###-####
Great service, [redacted] worked very diligently to solve the problem.
[redacted] and [redacted] was very helpful and patient I will refer anyone to Geekz Squad
Review: the service wasnot done correctlyDesired Settlement: money back in back in bank
Business
Response:
Dear Valued Customer,We had multiple email conversations with you regarding this matter. You have never answered our calls. On emails we requested you to send the statement where the charge appears. From our end we had voided our transaction the same day we charged. This menas we never received the payment. We request you to send the bank statement where the charge appears so we can give it to our merchant processing bank to get it resolved. Please know that we are always there for any questions or queries have and you may dfeel free to contact us anytime.Yours SincerelyThe Geekz Team
great service, support officers even went out of their way to assist. many thanks to suppot officer [redacted].
Review: I signed up with the GEEKZ in January of 2015. they charged $500.00 for virus protection and 24/7 service. Since the very beginning, my problem has NEVER been resolved. Both of my browsers continue to crash despite GEEKZ working on my computer several times. It is very time consuming for me to keep calling them and the problem never getting resolved. During my last call, I asked why this problem has never been resolved in 6 months with them, to which the person replied "well, you are using the internet. These things happen.
I know the GEEKZ have an A+ rating with you, but I'm am not happy that they have never been able to resolve the problem or explain why they can't.Desired Settlement: At this point, I am requesting a refund. I will need to money to pay for someone else to look at my computer.
Business
Response:
Dear [redacted],
Review: I paid The Geekz to fix my computer which they did not. I called them and asked for a refund and they promised they would return $120.00 of the $200.00 charged. I have called four different times and they keep telling me the same answer that they will refund my money and it would take 7 to 10 business days for me to see my refund. This has been going on since April 2015. I just want my money back. My computer is running worse since they worked on it. I would not recommend this company to anyone.Desired Settlement: I want a refund of my money paid to this company, The Geekz.
Business
Response:
Have spoken to [redacted] on [redacted] Aug 15. She was not sure if she has received the cheque of $120. Said currently she is out of her home and can only confirm after [redacted] Aug 15. We will coordinate with customer after [redacted] Aug 15 and also gave her our customer service number to call us back. Regards, RohtashThe Geekz Support Team[redacted]
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received a check as of August **, 2015 aspromised by The Geekz Company.
Sincerely,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
I am very pleased with the service provided by this company. The telephone connections are less than desirable but manageable .Sabrina has been very professional and most helpful.
What started with [redacted], ended with a very happy computer... all apps function and quickly... I was amazed at the speed and accuracy!
Review: On 5/**/2015 I got a virus on my computer. Their pop up came on my screen. I called the number, requested the service. I paid $99.99 to have virus removed, with the agreement that a month later, I would pay $120 more should I like the service. The virus was never removed. I spoke to them each week (originally), asking when virus would be removed. They then tried to extort money from me saying that until I paid the $120 nothing would happen. Nothing has, they won't give my money back, and I haven't been able to use my computer since May. I requested a refund, repeatedly. On or around July [redacted] spoke to Gary "the supervisor" who assured me the refund would be back on my credit card ([redacted]) with in 8 days. Nothing happened. Please help me get my refund from this crooked company.Desired Settlement: I would like my money refunded ASAP and something put on a report somewhere warning people about the extortion tactics of this company.
Business
Response:
We have spoken with customer on [redacted] Aug 15. Apologized for the inconvenience she faced with us while working with our company technicians to fix her system issue. Informed customer that we have refunded the full amount of $99 which we charged her initially for our services. Also offered her that we can still assign our expert technicians to look into her system issue, Customer was not interested. Informed customer about our company and the reviews by Google & Yellow Pages. Regards, RohtashThe Geekz Support Team###-###-####
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here] Spoke to an representative. The company now wants me to wait an additional 8 to 30 days to receive my refund, claiming they will mail it soon. That is unacceptable. I asked them to just put the money back in my credit card. They insist on mailing it. This company is using diversionary tactics in order to delay paying me, and to punish me for not continuing with their services and requesting a refund. The representatives that I've encountered tend to be rude and condescending in their tone, as if I am [redacted] or in the wrong for not wanting to continue in my dealings with this company. I understand you can do nothing about the way they speak to costumers, but I would not like to have to wait another 8 to 30 more days for my money. Is there a way to expedite this matter within the next 24 to 72 hours? I've waited since May.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
As per our last conversation with customer on [redacted] Aug we informed her that the payment of $99 is already been mailed to her. Usually it takes 7-8 business days and she should get the check by next week. Since we have already mailed the check so now we like to request her to give us a week's time. We also offered one time free service for her system issue however customer was not interested.We understand customer is dissatisfied with our service however our prime focus is on high customer service. We apologize once again for all the inconvenience caused to her. Please feel free to call us back at our toll free number for any questions.Regards, RohtashThe Geekz Support Team###-###-####
Excellent Customer service, they called back on time. They were both very good at communicating with me. I worked with Frank And Jason they are helpful, courteous and resolved my concerns. If I need help again, I will gladly call them again.
I paid $199.99 for their service to fix my computer problems. After 3 days and hours that they had my computer to work, the problem was never fixed. I called and asked to be reimbursed for this and after much discussion, I agreed to pay $30 for some software they said they put in and they were to credit my [redacted] for $169.99 which they never did. [redacted] contacted them to give them the opportunity to provide additional information. But, as of this date, they have not give them the information needed to resolve the matter.
This company, The Geekz, is not very reputable and the manager I spoke to who told me they would credit my account was named Gary. He lied to me and I just want to make it known that they are unreliable and liars.
Review: On December ** 2014 I contacted The Geekz due to a virus infected computer. After they remotely connected to my computer they agreed that there was a virus and offered to clean the infected laptop, an additional two laptops and IPad.
As they were working on my husbands infected computer, the entire system failed and computer died. In my desperation to save our family photos for the past 9 years, they asked for $1956.99 for a three year technical support for 3 laptops and 1 Ipad. Before I knew it they used remote access to send a contract, saying how they must act immediately. Had me sign and scan and remotely emailed to themselves, the contract. I was not using the laptop at this time. In hindsight I made a grave mistake. Their crashing the laptop and them pushing for me to sign an agreement should have been enough warning.
They were unable to fix my husband’s laptop however, the assured me that there was absolutely no risk, that they could recover any data. I asked repeatedly to the technician, JRT and was assured over and over again. They said they needed to pickup the computer and fix it in their office.
They worked on the other two laptops with removal of malware. However no firewall wall was put in. was done and no service was done on the IPAD.
They picked up my husbands laptop on December [redacted], we did not get laptop back until January [redacted] . I called numerous times and was advised not to panic that the technician was sick and all data was OK. Upon receipt of the laptop we checked, none of our data was recovered, none of the hardware was working. I call immediately the same day and spoke with a [redacted] who said his name was AM. I told him nothing had been done. He assured me everything was OK, that there was a mistake, they will recover all the data. They remotely worked on the laptop for an additional 7 days. Which I know realized was just a show. I was on the phone for hours at a time, and knowing that the technicians are not in this country, overlooked inappropriate conversations, still hopeful that I can recover my family photos. However on January [redacted] the conversation was so inappropriate that I hung up the phone shaking and concerned with my safety. That was the last conversation I had with their technical dept.
On January [redacted] their accounting [redacted] called me, I explained the situation and said I no longer wish to have anyone from their company contact me. I said I was scamed and I asked for a refund, for which they declined to do. I filed a credit card dispute on January [redacted] and the case is still open.
I then took my husbands laptop to a different computer repair company, I explained the situation and even without looking at the computer, they said that the entire situation was handled incorrectly. That the data could have been saved, however as The Geekz had reformatted the laptop disk, nothing could be done. The data could have been restored only before reformatting. As a courtesy, free of charge, they even tried to see if there was anything recoverable and sadly nothing was. My family history, gone.
Looking on your website I noticed the complaint from 12/**/2014 and was not surprised to see company trying the same tactics.Desired Settlement: Desired settlement: a full refund of $1,956.99 as not only did they not fix any of the laptops they have caused a loss that no money can replace. I would also like to know if a cyber-crime investigation was ever launched on this company.
Business
Response:
We have actually worked for a long time on the customers issue. We hired a third party technician who spent a week at our office to take care of the customers concerns. And we did recover the dead data. As per customers call recording she was ok until her husband told her that she spent more money on the data recovery. The services were performed for more than 100 hours and a clear disclaimer was given that the hard drive of laptop was corrupt and it was not even turning on. That customer was ok as she knew that the laptop is dead and she said it was worth giving it a try to get it recovered. We gave her the partial recovered data that we could and once we dropped the laptop back to the customers location we ran a recovery software to give another shot to recover the wrest data and more data was recoverable she we requested customer to give the access and let the software run as it takes many hours to recover the data. She did give remote but disconnected the remote after a couple of hours and again we had to do the whole process. We realized that she did not wanted us to continue after her husband talked to someone else and they just hung up on us and never bother to answer our phone calls. We kept trying to contact her to help her but she always hung up on our technicians. We have so many customers nationwide and almost 95% plus are satisfied with the services as customer satisfaction is our priority. However, in this case we actually overworked and just requested the customer to be patient with us as we are trying to work on a dead machine and customer knew that and only with her consent we did the whole work.The customer disputed the payment with credit card company. Which we won as we provided all the documentation. The customer re disputed the payment and it is again under investigation by credit card company. We would have been happy to refund her with the whole amount if there any error from the end of our team. We brought the dead laptop alive and did recover some data and the customer do admit the same & we were working to recover the wrest but the customer decided to dispute with credit card company. We have a record of more than 100 hours of work and if we go with our minimal hourly charges that are $49.99 it would have been a bill of 4990 usd but we never charged her so much as we had already quoted a very low amount. We cleaned the other computers of the customer without any additional cost and gave her Paid Antivirus subscriptions as well. We have the recording where the customer was extremely happy from the performance of the other computers after our technicians worked on them. But as a customer satisfaction oriented company we are still ready to help the customer with the customer has to cooperate with us and we will do the best we can without any additional cost. Unfortunately, we cannot refund the money as the money is held by credit card company and customer did not try to resolve the issue with us before disputing the payments. We are happy to resolve any issues with the customer if they customer is ready to talk to us.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I read the response from The Geekz carefully. I have been a working professional for 23years and have been in a management position for over 14 years. I have workeddomestically and internationally with hundreds of clients and never have I seensuch a conduct of business.Since I filed a dispute, I have been amazed at the versionsthat they have come up with other than the truth. The fact of the matter is, at no point did Iever have conversation that “I was OK until my husband told me that I spentmore money on the data recovery” I would love to hear the call recording or anyother recording, which by the way was done without my knowledge or consent. The callsdid originate from Bangalore, which would require dual party consent. I would also like to hear the recording oftheir [redacted] asking me for dinner upon his arrival in New York, to meet me butalone without my husband or children, AFTER he recovers my data. Or my callswith the accounting department where they admitted and apologized for theirmistake but would only do a partial refund.I was also unaware that they had to hire a third partytechnician. Nor was I ever given ANY disclaimer of any risk involved despitethe fact I asked numerous time and numerous technicians and [redacted]s each andevery time. I was however told that therecovered data for a well-known Tax company and this recovery was easy forthem. At no point was I either made aware of any additional charge of 49.99 perhour, so bring up the issue of an additional charge of 4,990 USD is a mootpoint. I also have no “paid antivirus software” on any of my computers nor wasmy IPad services at any time. I am more than happy to show the computersinvolved.In the bank dispute they claimed that they sent a technicianto work at my house as well, which never happened, as well. A company cannot be a “customer satisfaction oriented”company if they have a no refund, no cancellation and no changes policy. Norcan it be an “Ethical Marketplace” without honesty. As for their request tocontact them, how can I take the offer seriously when their response to the Revdex.comhas no signee or contact information. If allowing them to work for 45 days to recoverthe data they erased due to reformatting disk is not sufficient show of goodwill,then what is?This company has not abided by most code of BusinessPractices in this case and as in the other case filed with Revdex.com on December 2014.The company, can in fact end this entire issue by not continuingdispute with bank and closing the case. The bank will refund me. Nothing is tiedup. That is all I can ask for after the loss, anguish and frustration caused. Sincerely [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
We had an agreement with the customer that she will not dispute the payment and I am attaching that for your reference. However, she disputed it twice. The Bank is holding the funds as the payment is disputed for the second time. As we care about our customers and as a good will gesture we are still ready to give her services and refund 25% of the amount. We will ship the refund check soon to her. She can still get services for her computers.
I was very pleased... They were very thou . I would recomend to a friend. [redacted] worked on the system.
Review: On Friday I called the geeks to request help to take a virus out of my computer and install antivirus. The person I spoke to name Bill said it should take no more than 2 1/2 hours after four hours nothing had been done. I paid $100 for their services. I had to call them back and they told me they got blocked out, I requested a full refund they said they can offer me a deal. Refund me $49.99 back and use the other 50 to install antivirus for me i've been trying to get in contact with them since and no answer the number I have does no longer work. I emailed many times and no response back. They stole my money did not help me anyway what so ever! I need my money!!Desired Settlement: I want my money back full refund they did not do what they said they would and have stopped answering their phone I know longer what to do business with them!!
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Review: On [redacted], November ** after a few days of my computer not functioning, and several weeks of knowing I needed technical help, I looked up the [redacted] on my smartphone. I called the number and the business on the other end of the line referred to themselves as the Geeks. I indicated that I needed technical support and I understood the [redacted] had a 2-year program for 199.99. A gentleman by the name of [redacted] worked with me and was clear that I wanted the [redacted] 2-year program. He worked with me for over 2 hours wanting to provide support by accessing the computer but we were never able to get internet access. He kept pushing to get access to my computer and I kept asking him for other instructions and he had excuses for why he needed access to the computer. He determined that a new hard drive was needed and I indicated I wasn't ready to go that route. Even though we didn't get the computer functioning, his stature was so helpful that I decided to go with a 3-year program for 299.99 for technical support, which is what I intended to purchase, from the [redacted] (and I still thought that was who I was talking to). Now that I look back, there were several signals that should have clued me in that this was a scam. Here is a list:they referred to themselves as the Geeks, rather than the [redacted] and I thought it was a term of endearment they had for themselves; they indicated I sounded young and I came back flattered, with my age; when I asked them if they had snow in [redacted], they replied yes and asked me if I had seen it on the news (an odd way of responding as most people would just say yes); they asked for my address to process the credit card transaction (and now that I think of it, they don't need that); the gentleman went to his manager and shifted the phone around on several occasions; they didn't fix my computer problem and my husband was able to fix it easily later that day; on 3 occasions they asked if they could process the $299.99 payment.Desired Settlement: Refund of $299.99 and no charge as the gentleman did nothing to fix my computer and it remained in no better state after our call (he spent the entire time trying to get access to the computer). I would also like to know that a cyber crime investigation agency is looking at this business.I re-contacted [redacted] at the Geekz on 12/*/2014 requesting a refund and he mentioned that I needed to talk with his supervisor and then said they'd call me back and they did not.
Consumer
Response:
The business in reference to complaint ID [redacted] has refunded my money in full. I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Review: The company charged me $99.00 to get rid of viruses on my computer and make it run faster. I was connected to several representatives over the month that made my computer worse. I was finally told the company could not help and would reimburse my payment. It began on September ** 2015 and as of this date no reimburse. Thanks [redacted]Desired Settlement: Reimburse
Business
Response:
Dear [redacted], We are glad to know that you did give us opportunity to service your
computer and we do regret to know that we were not able to take care of your
issue. Amount of $99.99 has already been credited to your account on October [redacted],
2015. Kindly check your bank and please do let us know in case of any
other concerns. We have 4.7
ratings of Google & 5 star rating for Yellow Pages. We do value your feedback, Please do give us another chance to serve you better. Regards,The Geekz Support Team###-###-####
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Did not receive reimbursement as you claimed in your response. Please return my money, as you have stated. There was no money deposited in my account from your company. Please take care of this. Sincerely[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Dear Sue, Refund of $99.99 has been processed & it will reflect in your bank account by Jan **, 2016. Attached is the receipt of refund. Once again we apologies for all the inconvenienced faced by you, Thank you for choosing Geekz. Please call us at our toll free number for any questions. Regards, The Geekz Support Team###-###-####
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted] I am not able to download the receipt. Please be kind enough to send it to me