Valley Green Computer Parts LLC

Amazing costumer service!!, I have been using their services for three years now, an every time they have been wonderful, my computer was acting up and they came to my house pick it up and in a couple days it was back working like new! I love that I didn’t have to bother to go to them I completely trust them, they are very honest they will tell you exactly what is wrong with your computer and how much is going to cost you, NO TRICKS!, I like that they never try to get you to buy things that you don’t really need; they really try to stick to your budget without compromising qualityI have had bad experiences in the past with other companies where they charged me $to $just to tell me that it is better to buy a new computer!, these guys are reliable, honest, they work quick and they know what are they doingI have recommended them to several friendsI am a happy costumer which it is a big surprise to me because I am extremely picky!

After reading Mr ***'s response and not accepting the 1st proposed solution, we have given this issue some thought going forward and are willing to offer the following:
We will agree to refund the customer the full $180, considering the circumstances the customer has brought up, we agree this would be the right thing to do
On the issue of the missing CD/DVD drive, we will continue to look for it, if we are unsuccessful, we will simply purchase another for customerWith the hard drive, would like customer to indicate what kind of drive it was so we can do our best to locate itIf not found, we can offer a replacement
In regards to the refund, here is the proposed timeline in getting it to customer:
Due to slow business patterns that are present during July, we are willing to offer first $by end of month
2nd installment by mid August
We would like to reach out to Mr *** next week via phone as he has indicated on the original complaint and reply in order to fine tune the proposed agreement to resolve the issue
We can either mail check/money order or if customer prefers we can send via *** (Please provide e-mail address of *** Account)

We are currently processing Ms*** refund for $Should be sent out tomorrowIt will be a cashiers check sent by *** *** ***We will notify the customer when it has been sent through the Revdex.com along with certified mail and check info

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[redacted] beware [redacted]
I do NOT recommend this company to do business with.
From June 24th, 2013 to March 31st, 2014 I have spent $355.00 for 1 computer comuter repair, and one refurbised computer. 1st computer never fixed correctly, they lost power cord, didn't return computer case when returning broken computer (went in for keyboard replacement, came out unable to t/on), 2nd computer wasn't working correctly and they sold it to someone else and never notified me. Out $355.00, numerous phone calls, emails, texts and never got resolution. Many excuses but not good customer service.

At Computer-Eze, we strive to provide each customer with a positive experience when it comes to their computer repair needs. In the 4 years we have been in business, we have had many satisfied customers whom have recommended us to others. However we understand in the course of doing business in this...

field, there will be difficult issues that are tough to come up with a fix to difficult people. As far as this case with Ms. [redacted] is concerned, while we can acknowledge we did not fully diagnose the complete problem correctly and do apologize, we do however have to respond to some the claims the customer is making. Yes we did replace the jack on it as it seemed to be the issue as it would not power the computer up when plugged in and our volt meters confirmed this. Jack was replaced and my other tech who has years of experience in repairing computers replaced it. He tested it and turned back on. Bottom line is this, in computer repair no technician is perfect and will misdiagnose something here and there. Our correct diagnosis rate is an excellent 99.5 %, but even with that there will be some cases which are just very difficult such as Ms [redacted] was. Conclusion we have come to on her computer what might have happened is the DC jack went bad and likely damaged the charging circuit on the motherboard. This leads to the 2nd issue, us being paid $135.00 and due to misdiagnosis, customer asking for a refund. Before going into this more our refund policy is the following:Generally no refunds on labor charges unless a serious repair procedure violation occurred. Our warranty policy is as follows:1 year parts and labor on all new parts30 days labor on any repair complicationsIf a customer takes computer to another repair shop without our authorization or another shop which we approve of before doing so, any warranty or right to any refund is void. From the text messages that were exchanged between Ms. [redacted] and us, she mentioned on taking the computer to [redacted] to get a second opinion. While we understand the customers point of view in doing so, that voids any warranty because there was no authorization from us prior, yet [redacted] techs in [redacted] Stores have no certifications to be handling computer repairs. If the customer simply contacted us wanting a second opinion, we likely would have given the approval and provided the list of shops we approve of as we do business with them on a contract basis for extremely difficult jobs. After some more discussion, we reluctantly agreed to refund at least $50.00 even though the Ms. [redacted] took it to someone else without approval and no major repair procedures being violated.  After the refund was eventually approved, we do acknowledge we have not sent a refund to Ms. [redacted] and In the text messages, we mentioned about budget. Around the time this dispute arose between customer and us, we as a business hit fiscal hard times. There was a dispute between the land lord of the old office we were occluding which cost us a lot of money and then we lost a lot of business as the major rain event of September occurred. From August to November, we have been hanging on as a business as we have not made anything profit wise and in October lost some money. In all the communications between Ms. [redacted] and us, we never once refused to refund the money, issue is making a profit so we can issue the refund. In general 2014 has been a down year for us as a business. In late October, brakes nearly failed on our vehicle and had to be replaced. Cost was hundreds if dollars, if that never occurred, refund check would been issued without question. It set back the business financially. Again we totally understand it IS completely unacceptable for delay a refund to a customer this long and do apologize. Again the non issuance of a refund is not because we have refused any refund, it is all because ether business hit financial times which were hard. In conclusion and proposed resolution to this case, we are committed to providing excellent, reliable service when it comes to computer repairs and resolving customer disputes in a fair manner. We do however need to respond to customer’s claim of it being a bad business practice of taking money and giving something that is not fixed. When Computer-Eze was established, we called a lot of other computer repair companies in the valley to ask about the following: prices, refund policy, guarantees including fees if work was not completed right.  We found in the computer repair industry, it is a common practice not to issue refunds in case of a misdiagnosis and if a repair on a laptop is attempted where the computer was taken apart then there was a labor charge around $85-$150.00 even if repair did not fix the problem. While we don’t charge a diagnostic fee however if we have to take apart a laptop computer even for a diagnosis even if there is no repair done at all, it is at least $85 charge and this is an industrywide practice. And for all the customers we’ve had in 4 years where an issue was found not worth repairing on a laptop that needed a take apart, we have not received one complaint and in fact a lot of those customers have referred us to friends and relatives of others. Last thing we found, if a computer is taken anywhere else after repairs completed, it does void warranty. We are not in business to take advantage of anyone, and if Ms. [redacted] feels we took any sort of advantage of her, we are sorry and NEVER intended that. Bottom line is this, if we take apart a computer and if even work performed does not result in a repair that is a form of service rendered which will result in a charge, yet as I stated this is the case at other computer repair companies not just ours.  Ms. [redacted] was ok with there being some sort of charge in the first place according to the text messages. As stated earlier in our response, we have served many clients over the years and haven excellent satisfaction rate. We realize though in the course of doing business there will be conflicts about services provided  Our proposed solution is as follows: Due to the delay of getting the refund issued, we will offer Ms. [redacted] $85.00 which is more than the original refund to be issued between end of December 2014 and January 31st, 2015.  If we fail to issue a refund after January 31st, 2015, then we shall refund the full $135.00 plus interest at a rate of 29% Annual rate which shall be from the time of late August to whenever refund is finally issued.  While have a [redacted] complaint opened on your business is never a good thing, if Ms. [redacted] is not satisfied with our proposed resolution, then we will request a [redacted] Mediator either by phone or in person to meet with the customer and us to help negotiate a settlement. In addition we will review out refund and warranty policies and make any changes we think are needed to help make any item clearer, yet provide a better dispute resolution with future customers if they arise.

We have reached out to customer and computer was returned as way it was, nothing missing on Thursday 8-13-15. Have spoken to customer and she did agree to withdraw this complaint as never was filled once computer was returned. Computer has been returned. Since the computer was damaged by [redacted], we...

ask consumer file a claim or a complaint against them. While this is open and shut case, we have maintained communication with customer over period, delay on getting the computer was due to unexpected increase in business and unable to find parts to repair as the computer at question was an early 2000s model. At Computer-Eze, we take customer service seriously and have an open door policy; therefore ask customers to use that first before coming to the Revdex.com and filling a complaint. We apologize for any inconvenience this may have caused and have investigated the issue and have found during those time when customer tried calling we had phone issues and email at times. Those have been corrected as of now.Revdex.com - Please withdraw this complaint as if never filled. Customer's issue has been resolved.

In response to customer [redacted] consumer complaint:Before we address the customer’s issues addressed in the complaint, I want to provide the [redacted] with background information. As Mrs. [redacted] does state this matter originated in the summer of 2003 which...

is correct timeframe wise. Around June – July 2003 timeframe, her daughter [redacted] brought in a computer which was not operating properly. At the time, I employed another technician named [redacted] who did the laptop repairs, a good technician with 20 years of experience working on computers. Although this is not mentioned in the [redacted] complaint, I do want to bring it up so the [redacted] is aware of the whole story behind this conflict. [redacted] worked on [redacted] Toshiba laptop, her computer was very difficult to begin with. Once we seemed to almost getting it fixed, [redacted] arrived to pick it up, my tech was still working on it, but while he was working on it, [redacted] not grounded against static electricity began asking my technician what each part was. In addition she started touching each component she was asking my tech about not being grounded. Then while I was watching and of course my tech [redacted] was a witness, [redacted] then sexually harassed him by showing her [redacted]. I could not believe it and I myself could not believe it. The sexual harassment does not stop there, there would be future incidents. The computer was then reassembled and would not charge. [redacted] became not only upset but got out of control where she started yelling, yet shouting so loud the office building where we were renting space at the time heard the whole thing. In the 4 and a half years we’ve have been in business, never have we been so disrespected and out of any customer issues this tops the list. At the time we had a Gateway laptop used for sale, Mrs [redacted] and [redacted] agreed to purchase it from us. Within a week, [redacted] comes to our office again stating there is static on the USB headset she used for work, after analysis. Appears there may been a problem with the USB controller on the motherboard we concluded so under our warranty policy we agreed to replace the motherboard. At this point is where the chain of events which would eventually lead to this [redacted] complaint. First the motherboard was hard to find for that particular laptop. Once we did find one, the vendor sent the wrong one, and luckily another seller had one, we got and it was dead on arrival. So at this point in time with trying to make this right, we are out $300.00. Then another laptop we happened to get, an Asus, we decided in maybe seeing if was in good working order to give that to Mrs. [redacted]. Before we go any further, there is where one of the claims arise, Mrs. [redacted] states we sold her computer to someone else.  We are going to state this…that is a bogus claim. WE NEVER sold the gateway or that ASUS to anyone else (we’ll address this selling computer clam a little later in this reply). Not true, the ASUS had serious problems and could not be sold to a customer and would have been a fortune to fix, so we went back to original plan to replace the motherboard on the Gateway. There is nothing in our phone conversation notes or e-mail records that we said this. If there was a misunderstanding by the customer thinking we said that, we apologize. Customer claims in complaint here she came to our office and we said it was sold, she never came to our office to pick up, yet we did not say it was sold to someone else, again not by our records. We never were able to find a new motherboard and then Mrs. [redacted] asks for a refund.   We agreed on $300.00 originally and a year ago and signed an agreement we would do so. Around the same time or before, customer promises by email she would NOT slander our business through reviews on the internet. The question the customer is likely asking and I’m sure the Revdex.com, why haven’t we refunded the money, why did the issue go this far? The answer is business patterns and cash flow. We have NEVER refused at all to refund any money to the customer; it has been a matter of having the budget. The time the contract on refunding the money was signed, the business would see its darkest days in its history. Business we were getting went down, business bank accounts got overdrawn and we were behind on the office rent. For 2014, we did not make a profit, instead lost money. That is why we have delayed in refunding the money to Mrs [redacted]. During the time, customer has taken uncalled for steps in trying to collect the refund, leaving bad reviews on our [redacted], one under her name and another under a fake name with the reviews claiming certain facts totally untrue while some of the facts in them are correct. This was not good as affected our revenue potential which in turn could have resolved this.  As far as the [redacted], we did respond and told them via phone our side of the story, they decided their involvement was not warranted as there was NOT ANY consumer fraud involved as the claim we did shoddy repair which we mentioned at beginning of our business response and of course the false claim of selling her computer to someone else again knowingly false. In fact the customer possibly committed perjury to a certain degree as when you complain on the [redacted] site, the form is a sworn document and states under penalty of perjury.  In addition, with the some of the facts on our [redacted] page being false, that is libel and slander and other possible legal issue.  At Computer-Eze, we follow all local, state and federal laws, we do not and WILL not participate in illegal activity.From Summer 2013 into 2014, [redacted] would send harassing massages to my other technician [redacted] via [redacted] and e-mail. In January 2014, [redacted] sent several harassing e-mail messages making empty threats and a FALSE allegation we broke her computer. Again as we stated earlier, [redacted] laptop was NOT broken by us, it was working fine before she starting touching components not grounded. If [redacted] been allowed to his job properly, the outcome would have been different. There is two witnesses on this, myself and [redacted].  Onto the settlement of this matter:While we understand we have failed to make good on our part of the agreement, Mrs. [redacted] has failed to make good on her promise on making slanderous bad reviews on the [redacted] site AND [redacted] as well. However we are going to make this statement, the approach of leaving bad reviews was the wrong approach. When a customer has problem with a business, it is best to pick up the phone and call them to see what resolution can be worked out. The customer here tried via e-mail, but e-mail has its drawbacks such as messages being sent to junk mail, being overlooked, etc. It would have been better if Mrs [redacted] gave us a phone call first. We have an open door policy to customer issues here at Computer-Eze and Valley Green Computer Parts. If no agreement, then file a complaint with the [redacted] so we can get assistance in resolving it. Leaving bad reviews with some false facts has escalated the issue and of course gotten no result as of now. If myself have a problem with a business, I always try to call first then I use the [redacted] complaint as last resort. Leaving bad reviews does NOT solve anything. The offer of settlement to this matter is as follows:We will be having the refund agreement amended as we reserve the right in doing, we will send Mrs. [redacted] via certified mail a letter with the new terms and cashier’s check half of the amount to be refunded.The agreement will state the following that all reviews on our [redacted] Page for [redacted] left by [redacted] and possibly [redacted], ARE to BE Deleted.  After the customer confirms they are deleted, we will send via certified mail the last half PLUS interest of a rate 25% from when we first signed the agreement. The amended agreement will also state that NO further bad reviews are to be left anywhere and this matter shall be considered settled.  We are not going to offer a blank check with no conditions as there are trust issues here with this customer. Our request is not unreasonable, if the customer agrees to this; we can get this matter closed, satisfy both sides, and intimately move on with our lives, yet closing this unfortunate chapter. We want this resolved by end of May 2015 and if Mrs. [redacted] agrees to our conditions, we feel it can be. I hope the [redacted] reads our response and be ready if they must help find a solution.

Amazing costumer service!!, I have been using their services for three years now, an every time they have been wonderful, my computer was acting up and they came to my house pick it up and in a couple days it was back working like new! I love that I didn’t have to bother to go to them. I completely trust them, they are very honest they will tell you exactly what is wrong with your computer and how much is going to cost you, NO TRICKS!, I like that they never try to get you to buy things that you don’t really need; they really try to stick to your budget without compromising quality.
I have had bad experiences in the past with other companies where they charged me $75 to $150 just to tell me that it is better to buy a new computer!, these guys are reliable, honest, they work quick and they know what are they doing. I have recommended them to several friends. I am a happy costumer which it is a big surprise to me because I am extremely picky!

Good morning, I don't accept the response made by the business.  The business...

and I did not have a miscommunication about the laptop being fixed.  The business said it was fixed, and would ship the laptop out to me.  When it wasn't shipped out after several weeks, that is when I went to the office to pick it up, and it was missing my RAM, CD-ROM, and hard-drive.  After being in business for 6 years, how hard is it to ship an item to a customer?
The main reason I issued a claim in the first place is the true lack of customer service, and this should be the main focus.  Not once did the business contact my personally to give me a status on my machine, and that is a 6 month period.  I had to consistently call the business. After being in business for 6 years, someone should pick up the phone each time a customer calls.  If for some reason they couldn't answer, and a customer leaves a message, the customer should receive a call back.  This never happened in my case.
If this matter can truly be resolved outside of the Revdex.com, I wouldn't be submitting this claim. The reason I am asking for the full refund now is because the machine is not fixed and is missing parts.  I understand there were parts and labor put into fixing the machine, but due to the utter lack of customer service and my time spent trying to get a hold of the business, and waiting patiently 6 months for the laptop to be fixed and is not, I am asking for a full refund as a customer service gesture. Also, I would like to have my missing parts found and shipped to my address.  After 6 years in business, the business should be able to find my missing parts, ship them out to my address, give me a call, apologize about the inconvenience, and refund the full $180 as a customer service gesture.

Revdex.com:
I have reviewed the response 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.This email is being sent to request that complaint ID# [redacted] be re-opened as the business has not made an effort to refund me. Below is what I agreed to.Due to the delay of getting the refund issued, we will offer Ms. [redacted] $85.00 which is more than the original refund to be issued between end of December 2014 and January 31st, 2015.  If we fail to issue a refund after January 31st, 2015, then we shall refund the full $135.00 plus interest at a rate of 29% Annual rate which shall be from the time of late August to whenever refund is finally issued. We are now in February so I should be receiving the $135 plus interest as stated by the business. I left my full name & address as to where the refund could be sent so there was no confusion. I have not heard any word from the business and am hoping the Revdex.com can contact the business to get an estimated time frame for the refund. 
Regards,[redacted]