BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that PC Handyman Cleveland, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for PC Handyman Cleveland, LLC include:
- Length of time business has been operating
Factors that raised the rating for PC Handyman Cleveland, LLC include:
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||6|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Charley K Bach, Owner
Computers - Service & Repair Web Design Search Engine Optimization Services
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
Complaint: On 15 November, 2013, I took my computer in to be diagnosed for a faulty part, which I suspected was the motherboard. That same evening I received a voice mail message explaining that the problem was indeed a bad motherboard, and that the business would be open from 10AM-3PM the next day, November 16. Upon coming to the location at approximately 10:40 AM, I observed that no one was present in the office suite wherein the business is located. I left at about 11:30 AM as I had to go to work.The next morning I met Charlie, whom I assume is the owner, outside my workplace. He had brought my computer as well, inside my metal laundry cart I had used to take the computer in. We discussed options and I asked him to replace the motherboard, and he agreed to do so. At this time I rendered a check for thirty dollars in payment for the diagnostic service already performed on my computer.Throughout the following week I made periodic calls inquiring as to the status of my computer. I spoke several times with someone named W****, who told me that he was awaiting the part, and that I would be contacted upon its arrival. On Saturday, 23 November, I got in touch with Charlie, who told me the part had not been ordered and would not until payment had been rendered. I went to PC Handyman on Monday, 25 November, to retrieve my computer and cart. I discovered that the cart had been damaged, and the woman who showed up to the office denied culpability. On 27 November I spoke with Charlie on the phone and he proceeded to insult and swear at me, and I informed him I would seek legal action. He admitted responsibility for the damage to my cart.
Desired Settlement: No settlement has been reached. PC Handyman detached the heat sink from my computer's motherboard and left it dangling, potentially damaging other, functional parts of my computer, and denies all responsibility.
On November 8th
2013 I received a phone call from the unhappy customer explaining that
they had an older computer that needed repair. This machine is
essentially used to play group games of DC Universe and a friend built
it with old parts and sent him a replacement power supply which appeared
to not be functioning. He mentioned that he was a public transportation
user and had a limited budget. I offered to pick up his machine but his
work schedule made it difficult to pick a firm date for pickup. We
offer pickup service to any customer who cannot get their machine to us
easily. A week later the customer in question dropped off his machine
inside a portable shopping cart. We tested the power supplies and
verified that his motherboard was indeed damaged. At that point his bill
was set at $30 and he could pick up the machine when he was ready.
Apparently he showed up on a Saturday. I was away on a job and upon my
return, received a voicemail that he had come to the office and no one
was there. I called back and apologized for not being there but also
informed them that verbiage on our website in big letters reads,
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is only half satisfactory to me. I wish to address several false statements made in the response of PC Handyman to the matter at hand. First, at no point was any specific price quoted to me regarding repairs to my computer. I informed PC Handyman's personnel that all I required was a new motherboard, and they accepted the task. This should not be in dispute as they did take back my computer. Their replies to my telephone calls the week of November 17 through November 22 indicated they had ordered the requested motherboard and were waiting on its arrival. It was on November 23 that Charlie, whom I presume to be the owner or manager, informed me that no motherboard had been ordered and that none would be until payment had been rendered. On Monday, November 25, I went to PC Handyman to pick up my property. I discovered on the way out that my shopping cart had been damaged. The woman who was at the office denied all responsibility for the damage done to my property, which was a blatant lie. It is highly rude and disrespectful to lie to someone, especially after having damaged that person's property. At no time did PC Handyman's personnel quote me any price or inform me as to when payment was expected for the services that had yet to be rendered. PC Handyman claims, falsely, that the CPU they removed and kept from my computer was originally made in 2002. I dispute this claim and can fashion evidence with the information obtained from my friend who originally put together my computer, which at this time is approximately three years old. She has the invoices from the original order. The parts for the computer were ordered via NewEgg.com, and the information on said parts may be readily obtained from there if PC Handyman wishes to argue the exact nature of the parts that were in the computer. I have close to twenty years' experience in retail and have myself been part-owner in a small business. The foul language used against me during my last telephone conversation with Charlie, as well as the insults and condescension, are extremely unprofessional and are among the biggest reasons most small businesses fail. I would hope, given how long he has claimed to be in business, that Charlie is aware of the value of good customer service and of respectful behavior toward customers. Not knowing how he behaves toward other customers, only how he has treated me, I can only base my evaluation of his conduct on my own experiences with him. As to his offer of reimbursement, this is what I have to say in response. On Thursday, December 19, I took my computer in to a proper repair shop and learned that the CPU had been removed from my computer and not put back. Ordinarily I would demand reimbursement for the stolen part, for that is exactly what was done since it was taken and kept without my knowledge, but I learned that the replacement motherboard I acquired off of eBay.com, while nearly identical, nevertheless requires a different CPU than what I had before, meaning I would have had to order a new one anyway. I have done just that and have accepted the cost of that. This leaves only the matter of the damage to my shopping cart. I have found a suitable replacement at Target, which is priced at forty dollars. I intend to purchase the cart on January 10, which is the earliest I am able to do so as my next paycheck on the 28th must go to pay my rent. Once purchased, I shall make a copy of the receipt and send it to PC Handyman. I expect the following from PC Handyman: a call to my telephone number acknowledging receipt of the information, and a money order within a week following acknowledgement for the cost of the replacement shopping cart. Once I have received the money order, I will consider the matter fully resolved. I would also like a full apology and acknowledgement of the truth of the matter from PC Handyman, but at this point do not expect such. I will settle for reimbursement of the cost of replacing my shopping cart.
Business Response: At this point everything is he said she said. There is no way to ameliorate this person and as much as i respect the BBB am not willing to bend over backwards to make this person happy.
Send the invoice or proof of purchase, the customer will receive a money order or cashier's check and the problem is solved.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved