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PC Handyman Cleveland, LLC

Additional Locations

Phone: (216) 236-8743 Fax: (216) 763-0498 14176 Gar Hwy, Chardon, OH 44024 http://www.clevehtspc.com

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BBB Accreditation

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

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

6 Customer Reviews on PC Handyman Cleveland, LLC
Customer Experience Total Customer Reviews
Positive Experience 6
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 6

Additional Information

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BBB file opened: April 23, 2013 Business started: 01/01/2011 in OH Business incorporated: 05/09/2011 in OH
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Charley K Bach, Owner
Contact Information
Customer Contact: Mr. Charley K Bach, Owner
Business Category

Computers - Service & Repair Web Design Search Engine Optimization Services


Additional Locations

  • 12429 Cedar Rd Ste 25

    Cleveland, OH 44106

  • 13339 Madison Ave

    Lakewood, OH 44107 (216) 721-6575

  • 14176 Gar Hwy

    Chardon, OH 44024

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Complaint Detail(s)

1/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

Business Response: 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,
“*ALWAYS CALL AHEAD* because we are on the road a lot working on machines, we are not always in the office. Save yourself frustration by calling ahead to make sure someone is here.”
He said he understood but also mentioned that I was lucky I wasn’t there or I would have heard an earful from him. While no one can ensure everyone reads everything on our website, we thought we had covered our bases and for the most part have minimized those types of situations from occurring often. Luckily he was able to find the BBB link to file a complaint. At that phone call we made arrangements to take his computer to his place of employment in Beachwood. The next day, I arrived at his place of work and waited for him to arrive. When he arrived, I took the $30 payment for the diagnostic and tried to give his computer back. It was then that he asked that I take the machine back to the office and either find the original motherboard for his system (making it possible to use the old RAM and CPU) or find an affordable replacement. This would save him a trip since he wouldn’t have to get the machine back to our location. He told me then that he had about $100. I told him the labor we could keep affordable since money was an iss** for him and for $50 (doing someone a favor) we would do the job and he would just have to cover the parts. Two things occurred I obviously was not clear then about the deposit but I couldn’t have been; not knowing the cost of the parts. And second, I must have damaged his cart transporting it to and from his place of employment.
That next day, the customer asked about the status of his computer. I informed him that we were still looking for parts and trying to make some decisions. The heat sink had to be removed to get the processor out. We needed to take the serial# information from not only the CPU but the motherboard so that we could match up the parts with replacements. We were not successful finding an identical board mainly because the CPU in q**stion was an AMD Athlon XP CPU which was made originally in 2002. So instead we found the most affordable solution for a bundle (motherboard, CPU, and RAM.) The most affordable bundle we could find was a core 2 Duo which while old is a more advanced processor than the customer had, with a motherboard, and RAM. During that time, the customer called again. The customer states that W**** did not mention the deposit. W**** and I discussed our dilemma; this customer has already told us that they had $100. The price of the bundle from Micro Center was $100 meaning how would we get paid for the work? We were willing for the customer to pay us later for the work as long as he could pay for the parts. We do this with every customer but somehow the conversation never happened in a clear manner until I spoke to the customer on Friday and expressed he needed to pay a deposit. I told him we knew he didn’t have a lot of money and that we could wait for the labor as long as he paid for the parts. He stated that he would be there on Monday with a check. Here is another opportunity for us to improve on our customer communication. In all other situations, we verbally have discourse with a customer who brings in their computer, we tell them how much the job will be and then explain that we require payment for parts upfront. We are a small shop and like many small shops have cash flow challenges. We have discovered that if we charge for the parts and wait for the labor, we are not put in the dubious position of waiting a long time for a customer to come and pick up their machine. Believe it or not, we have a computer in the shop that has been here for 1 year without our being able to get the customer on the phone to pick it up. They probably figure no big deal but for us the result is labor reven** lost and cost of parts that is not easy to recover without getting rid of a machine that is not ours. So we have instituted 2 new rules to prevent a situation like this from happening again. I am building a page now for rates with verbiage that explains everything a customer needs to know. If it wasn’t for this difficult situation there would be no resolutions to catch the outliers that occur doing business. We will explain our deposit needs on the site so that we can direct people to that page when they have questions or concerns or when they are researching repair companies in the future.
Monday, the customer came in but instead of dropping off a check for deposit, he req**sted getting his cart and computer back. Our office manager was here (W**** and myself were on jobs.) S** assisted him in getting stuff into his cart and he made slight references to our lack of professionalism etc. The problem there is that we weren't prepared for him to pick up his computer but instead to drop off a deposit check. His machine was not put together and not in a state to be picked up but my office manager had no way of knowing that. She was too busy trying to dodge the challenges to our professionalism.  S** ignored him. He returned shortly after and stated that we broke his cart. S** not aware the cart was broken denied it.
On Friday I got a phone call from this customer that began with, “I want to talk about how you ruined my computer and broke my cart.” Now I used to work for larger corporations and when answering the phone you could hear all manner of insult, all the while you grin and bear it. But rest assured you have just ruined another human being’s day. I own my own business and those situations frankly helped define why being self employed is a better thing. I am the kind of person who will interrupt someone abusing a bank teller and recommend maybe they see a therapist instead. Yet, if you ask anyone who has done business with me or my team, abusive and profane will never be on the tip of their tongues.
This is no diversion to say that I didn’t get angry at this customer because I did. I lost my temper with him and do not make a habit of it. I greatly apologize for losing my cool.
As for the gentleman’s computer, the motherboard still needs to be replaced. We suggest he find a repair facility to do just that for him. I would gladly give him his CPU back but at this point it is impossible to have a civil conversation with this person. But we have not done any additional damage to his non functioning machine. If the customer would like to email any estimates for repairs or any links for a replacement cart to info[at]pchandyman-cleveland.com we will gladly purchase and have it mailed to their address. There is a comparable cart I found on a JC Penny website for $51
If the customer also wants to email the exact model of the cart, we can locate a replacement and either pay for its repair or replacement whichever is more practical. It is better for the customer to email any further correspondence and just stick to the needs at hand. This will ensure nothing further is said that deviates from the replacement or repair of the cart.
On December 19th I received a voicemail from the gentleman expressing his dissatisfaction.
I left  a voicemail indicating that he mail invoices for his computer repair and cart needs and he will be reimbursed. In all reality, it will not be possible to have a civil conversation with this individual. It will be impossible to prove that we did not blatantly keep his CPU which is worth about $25 from a refurbisher. Instead, I have agreed to get copies of his invoices for repair of the cart and the CPU and we will reimburse him.


Consumer Response:

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.

Regards,

 

******* ****

 

 

 

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

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