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In Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Accredited Business since

iYogi, Inc.

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Phone: (212) 203-2681 View Additional Phone Numbers 291 Broadway, Suite 803, New York , NY 10007 View Additional Email Addresses http://www.iyogi.com View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that iYogi, Inc. 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.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for iYogi, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 296 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

296 complaints closed with BBB in last 3 years | 123 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 83
Billing/Collection Issues 26
Delivery Issues 8
Guarantee/Warranty Issues 2
Problems with Product/Service 177
Total Closed Complaints 296

Additional Information

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BBB file opened: October 15, 2007 Business started: 03/27/2007 in NY Business incorporated: 02/15/2007 in NY
Type of Entity

Corporation

Business Management
Mr. Udhayan Challu, CEO
Contact Information
Principal: Mr. Udhayan Challu, CEO
Principal: Mr. Vishal Dhar, President of Marketing
Business Category

COMPUTERS SOFTWARE & SERVICES

Alternate Business Names
iYogi Holdings iYogi Technical Services

Additional Locations

  • 291 Broadway, Suite 803

    New York , NY 10007

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (212) 229-0901(Phone)
  • (800) 237-3901(Phone)
  • (866) 914-9049(Phone)
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Additional Web Addresses

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Additional Email Addresses

  • - Customer Service
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Complaint Detail(s)

7/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was a popup on my computer screen saying that my computer was going to crash. I think it was PC software or Norton was the identifier. Those were companies that I trusted so I responded. Next thing I am speaking to someone from a foreign country and I didn't understand most of what he said. Yes, I gave up my credit card number but I still was not alarmed because I know that American Bussiness utilize foreign labor and they had a BBB on the website. A guru got on my webite and totally screwed up my computer. My internet explorer has never been the same and it took me two weeks to get back to my email. They gave me two phone numbers which I called and they were both disconnected numbers. Anyhow, I dumped their software and anything assoc. with them in the recycle bin. It cost me $479.98. They ran the payment thru ******. I have been through Identity theft for the last 6 months and they ran everything thru ****** except 2 phony checks.Perhaps this a scam company posing through a legit company. I don't really know. I went to the iyogi cares site and they don't charge the atrocious fees that I was charged. I think their best service plan and software was less than $200.00. Even their own contract says a refund will be issued if someone complains within the first 15 days. Since I had no legitimate phone number, I alerted my credit card company within the first 48 hours.

Desired Settlement: I want my money back. I am in the process of notifying every fraud agency that I can. California Dept. of Consumers affairs strongly believes that there are a fraudulent or scam place. I seriously don't want other people to fall in the same trap. Yes, I am elderly and learning that everything that pops up is not always true. I want whoever is running this scam blackballed. If iyogicares about their business they will want to see these guys dead in the water (don't take me literally)

Business Response: Dear BBB,


Thanks for notifying us of this. To set the record straight here we have absolutely no problems in refunding the customer's money. It's her money and if she doesn't like the services she gets it back. However instead of calling us and asking for a refund, she at first called her bank and disputed the charge, so now the whole payment lies in a suspended state which is what happens when anyone disputes a charge with his or her bank. So now it doesn't puts us in a position to refund the money because the bank has put a hold on it. So we advise the customer to contact the bank, ask them to sort it from their end and then notify us about it. Once we get a clearance , we would be in a position to process the refund.

We have a 100% refund policy and we always adhere to it.


Thanks


iYogi

Consumer Response: Better Business Bureau:
I did something in error. I did not want to close the complaint. Just for info, I sent an email to the real IYOGI to let them know that I suspect someone is using their name




 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company charged me for services, then charged me a second time without my consent. When I try to contact them, I am on hold for 45 minutes as of writing this complaint and they still haven't gotten through to speak to one of the representatives.

Desired Settlement: I expect, once I am finally able to speak to someone, to receive credit for the charge that was placed on my card.

Business Response: Dear BBB,


This case is being looked into and if there is a duplicate charge received inadvertently without the customers authorization on it, it will be credited back into his account.


Thanks



Regards

CS Team

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On ** July 2014, I, ****** * ******, purchased services from IYogi. They were to install software (McAfee AntiVirus) and remove viruses from my computer. My computer does not work after they installed the software and allegedly removed the viruses. I contacted them about this problem but have not received any remedy. I want to be reimbursed for the credit card amount of $399.99.

Desired Settlement: I want to be reimbursed for the credit card amount of $399.99. They should also pay $100.00 for repairing their negligence.

Business Response: Dear BBB,


We have not been able to get in touch with the customer over the phone. The customer can call us back on our Toll free Customer service no **** *** **** in order to discuss this and get it resolved.


Thanks


Regards

** **** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I would prefer the company submit their response to the better business bureau.  The company needs to provide a refund of $399.99.  They also need to reimburse me in the amount of $175 for repairs.  A complaint has also been filed with my states attorney general's office. 

****** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: Dear BBB,


We have not been able to contact this customer despite our repeated attempts to do so. So now as per the customer's request on here, we have gone ahead and processed a refund of the complete amount ( $399.99 ) that he had paid us. The money will get credited into the customer's account in the next few days. It's unfortunate to lose a customer and not able to talk through all of this with him but we think as a company we are ought to respect a customer's decision to continue or cancel his services with us.


Thank You


Regards

Active Response Team


iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently contacted IYOGI to have my home computer repaired. They sent a young man to my home and after checking the computer , he stated it needed a new hard drive. I asked him if every program would be restored after the hard drive was installed, the same as it was before. He said " of course, there won't be any change, you won't see any difference." I had no reason to use thos programs until today and when I tried to open them, they weren't there. My Word and Office Suite were gone as were my music playing and reording program and all the standard programs of Windows 7 and user installed programs . He had installed some very inferior programs to replace some of them, but they were very poor quality and unusable to me. I called the company and talked to customer service, explaining my problem. I asked him to replace the programs as they were prior to the repair as promised. He replied that they would replace the Word/Office but would not replace the windows version I had prior to repair or any other programs unless I agreed to a 1 year service contract at $179.95. When I said no he stated " That is not much money" When I refused to approve the contract he stated" Well ,I can't do anything for you then" I told him I was going to report him to the BBB and hung up. He was very rude and unflexable and did not seem to care if I was satisfied or not.

Desired Settlement: That the repair that I requested would be completed as promised, and that the software and programs I lost would be reinstalled completely, either by a refund of my payment or replacement of myprior version of windows, word/office and any other program removed.

Business Response: Dear BBB,


We are sorry for any inconvenience caused to the customer. The customer had contacted one of our Customer Service representatives and asked for a refund of the amount she paid us. The refund formalities were completed from our end and the amount will get credited into the customer's account in the next few days.


Thanks


Regards

CS Team

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Several years back I had received an e-mail telling me that I needed to contact ****** Anti-Virus, there was a phone number , which I called . They said that they were iYogi . I explained that I was trying to reach ****** and they said that I had reached the right number, Any way they talked me into using their service. And it went fairly well, I found it VERY inconvenient to have to let them clean my computer. It took way over an hour while I had to sit there and wait while they did their thing, answering questions. I also was apprehensive because they were in control of my computer..but I hoped it was good. I bought the three year deal. It was expensive, but I am easily manipulated. I was pretty much okay with the situation ..But also apprehensive to go against what they said. I did buy some Extra thing , which I NEVER used, a Back up System thingy, which I had NO CLUE about and ended up donating to a second hand store . That was in the past. Then in September of 2013 it was time to do this again, or so they said. It sure didn't seem like three years?? .This time there was pressure to buy more and more things. I paid out, on my Credit Card, a TOTAL of $714.96 . The Representative told me that I had to promise to call in every month to have my computer taken care of by them. THIS time around was total disaster. I was pushed and prodded to keep buying more and more things to" Make my Computer safer" I did buy something "Outlook", which I NEVER did have them install in my computer, I was supposed to call them back, BUT by this time I was fed up. I refused to call them back. I just ignored it when I got an e-mails telling me I had issues and needed to contact them. for "SERVICE" Then I started getting phone calls which I would NOT answer. Day after day...Finally I have recovered enough that I took my computer to our local Computer Store and had EVERYTHING iYogi purged from it! .This cost me approx. $80.00. I became apprehensive and FINALLY irritated by the pressure put on me to buy more and more from them....If there service is so GREAT, why did I need all these EXPENSIVE EXTRAS!?? I bought this from them in September...But it is supposed to be upfront payment for 3 years. September -June 9 months, and if I hadn't been ailing, would have purged them way before this!

Desired Settlement: I want a large prorated refund from these people!! I honestly felt threatened by some of their Representatives. I await your decision!

Business Response: Dear BBB,


Thanks for notifying us of this complaint. With regards to this we had a word with *** *******. She was kind enough to listen to us. We do apologize for the inconvenience caused to her. This is not the type of service we strive to deliver. As mentioned in her complaint, *** ******* doesn't want to continue her services with us and wants a pro-rated refund of the service fee she paid last year. We have an automatic system that calculates the refund amount. After entering the details, the pro rated refund amount has come out to be as $179.99 . The amount $179.99 will be credited back into the customer's account in the next 5-7 business days. We have already sent her an email regarding the same.


Thank you


Regards

Customer Service Team

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July *, I received a call from this company after I had told them in June that I was no longer interested in their services. I have been receiving continual calls from this company ever since, in spite of the fact that I requested to be placed on the Do Not Call/Do Not E-mail list. This was confirmed yesterday, yet I am still receiving calls from this company after I was placed on this list.

Desired Settlement: Complete and immediate cessation of all future communication, as my home phone number is an emergency line registered on the state Do Not Call list. Please note further that my previous request to this end was dishonored by this company.

Business Response: Dear BBB,


We do sincerely apologize for any inconvenience caused to the customer. This is certainly not the type of customer service we intend to deliver. We have gone ahead and added the customer's details to our DNC list which will ensure that no more calls are made to his no from our end. 


Sorry for the trouble caused.


Thanks


Regards

*** *****

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 satisfactory to me and the matter has been resolved.

Sincerely,

****** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called iYogi on June **, 2014 in regards to a battery problem I was having with my Dell Inspiron 1420. Fahad (who was in India) told me that he would check my computer for problems and convinced me to purchase iYogi Exclusive Plan for 3 years which would give me the Tech Support I need. The Contract cost me $359.99. He took full control of my computer and my computer still is running slow, which he told me that after he was done doing whatever he was doing, it would run faster. Which it is not!!! He also said I should update my Windows to Windows 8.1 at a cost of $270.99. He told me after this my computer would be like a new computer, WHICH IT IS NOT because Windows 8.1 is not designed for installation on devices running Windows Vista, which he should have known that is what is on my computer. I tried to call the Customer Service number for iYogi and no one answered the phone. I was on hold for 30 minutes, and then I hung up. Please help me cancel my contract with them and I will send back the Windows 8.1 on July *, 2014, for full refund on my Credit Card.

Desired Settlement: Cancel 3 Year contract, and get full refund. Also I will send back Windows 8.1 for full refund. Credit my Credit Card in the Amount of $630.98. Thank You

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 satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted by this company and they claimed they could help me. I have been having computer issues for a while now. They said they needed access to my computer and because of this rep multiple viruses were put on my computer and then he decided to make a rest*** password which locked me out of my computer. The viruses have now damaged my computer and has nearly made it unusable. Although I didn't have very many programs on my computer there were a few items that were important. I managed to remove that pesky password but at the risk of losing many documents that costed me money. Either something is done to where I get my money that you forced me to lose or there is a lawsuit coming to your door where I will cost you a lot of money. The police are already involved in doing an investigation of the matter and I will be contacting a lawyer soon. I have also been harassed by your rep. He has called 8 times since the incident trying to force money out of me. That is valid for charges of harassment which can still cost you quite a bit of money. You messed with the wrong person. It will cost me over $600 to get my computer fixed because of you.

Desired Settlement: It's either you pay up or you pay up a lot more in a lawsuit. Your choice.

Business Response: Dear BBB,


Thanks for the notification. We are not able to pull out any details for this customer in our database. We tried searching her using the name, phone no and the email address but couldn't pull up anything. So request her to send us her iYogi details so that we can look into her account and get this case addressed. She can send us an email with all the details on *******************.


Thank you


Regards

***


iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Someone is using my account with IYogi, I have called on several occasions and told them about this. It is a scam I am sure. I received 10 calls from them yesterday, the number they call from is ###-###-####. They are harassing calls and very disturbing. They have called my home at least 50 times in the month of May 2014. I have tried to close this account and each time they won't allow it. I need help so I can cancel the service, that I paid for two years ($499.99) the contract will be up in Dec 2014. They can refund what might be left, but if they just stop calling and harassing me I would be happy and take the loss. I do not want to continue this service, it has been a terrible experience since I signed up for it. This has been going on since January 2014 with the calls, and not allowing me to cancel and close this account. I would like to know what I can do to discontinue this service and stop receiving these calls. Twice now I have changed my secret question and somehow they get the information time and time again.

Desired Settlement: They refund what is left on my contract and close the account, stop contacting me for any reason. I just want to be rid of any contact with this company.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. As far as someone trying to misrepresent the customer is concerned , we have already taken a note of that and are not entertaining any requests from anyone pretending to be her husband. There is a security question and the personal details section which needs to be verified before we proceed on helping any customer who calls us. We do apologize though for any inconvenience caused by the calls from our end. We have added the customer's details to our DNC list which will ensure that no more calls are dialed to the customer's no from here. We have also sent her an email confirming the same.


Thanks

Regards

***

***** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I want the complaint resolved by closing this account and no more contact (which was addressed)  I want written confirmation that the account is closed an no longer exists.    I want Iyogi to close my account and possibly refund what is left on my contract.  If they do not refund me, that is ok just as long as the account gets closed.  Thank you so much.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** *****




 

Business Response: Hi,


The check has been dispatched from here and we can confirm that the account has been cancelled and no more emails will be sent to this customer. No contact whatsoever will be carried out to this customer from here. This is where we close this complaint.  Thank you.


Regards


iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,
**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called to have technical support from Lexmark for getting my wireless printer connected to my laptop. Lexmark must use iYogi as a contractor. I agreed to pay them $199 to clean up the registry in order to have it connected. After being on the phone for over two hours to the agent, and giving him remote access to my laptop, he said it was not going to work today as the "settings need to refresh" and to call back tomorrow. I have since read the iYogi reviews online and sense it is reading exactly as a scam, as others have reported on iYogi on not just the BBB but many other online review sites. They lost my trust by not delivering what they promised, which was a connected wireless Lexmark printer. I expect a full refund of my expenses.

Desired Settlement: Full refund of my expenses on my Visa card

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With regards to this we contacted **** **** and discussed this issue with her. After the discussion she allowed us to give one more chance in fixing the wireless printing problem she was facing with. Our tech however wasn't able to fix the problem it seems and therefore *** **** opted to cancel her subscription with us and get a refund. We have gone ahead and respected her decision and initiated the refund formalities. The money will get credited into her account in the next 5-7 business days. We do apologize for the inconvenience caused to her.


Thanks


Regards
***

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called the phone number for eset computer antivirus protection to see if I could transfer my coverage that I already had from one computer to another. The person I was talking to had an ****** accent and I assumed I was calling the correct company. The person on the phone told me that there was something wrong with my computer which needed to be fixed before I could install the eset antivirus software. I agreed to paying $29.95 for antivirus software and $169.99 for a year of unlimited tech support. A technician remotely took over my computer for an hour and performed computer optimization functions that I am capable of doing myself. He then rest***ed my computer, and I lost the remote connection. About an hour later another technician (much ruder and spoke worse English than the first tech) called me back and st***ed to do the same things that the first guy already did. I told him that the other tech had already performed those functions, but he acted like he didn't understand me and kept trying to sell me more products such as word processing software that cost $250 and a computer optimizer for $69. He was very upset that I didn't want to buy the software, and demanded to know why I didn't want to buy it. He was very high pressure and a very good con man. Looking back, I can't believe I fell for their con, and I feel completely duped and conned.

Desired Settlement: I want my credit card to be credited the $29.95 they charged me for an internet security program and $169.99 for "tech support" which includes easy to do yourself functions such as defragging the hard drive, for a total credit to my card of $199.94

Business Response: Dear BBB,



Thanks for notifying us of this complaint. With regards to this we have processed a complete refund of the amount that the customer had paid us. The money will get credited into the same account through which the customer paid it. It will take around 5-7 working days for the money to get credited in the account.


Thank You


Regards

***

iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  The company said they processed a complete refund of the amount that I paid them.  They did not process a complete refund.  They only refunded my credit card the amount of the iYogi technical service in the amount of $169.99  They did not refund me the $29.95 they charged me for an internet security program which they conned me into thinking was from eset, not from Total Defense which is the product they scammed me with.  The total amount that should be refunded to my credit card is $199.94

 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *********




 *

Business Response: Dear BBB,


We have now gone ahead and refunded the remaining $29.99 as well. Please be informed that it will take 8-10 working days for the money to show up in the same Credit card that the customer used whilst paying for the services.


Thanks you


Regards

***


iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: TELUS of Canada asked me to contact Microsoft regarding an email problem. iYOGI took the call placed through a number available on the internet. The noise behind the fellow with whom I was trying to carry on a conversation was horrendous! I couldn't hear - he apologized and put the phone on MUTE whilst he did whatever he was doing - periodically he would come back to the speaker. He mouthed something about a cost which I found out through MasterCard this morning was $399.99. He then turned me over to a lady who cost me another $139.99. Neither one would explain why they were charging me. The service I received was far from satisfactory. I have lost the majority of my saved emails (legal) and address book contents. The lady continued to delete (some with my permission - eg., old printers) and kept saying 1' SORRY, MADAM! (you have only to listen to the tapes you purport to implement when calls are in progress.) This was on 14.06.03. Yesterday 14.06.04 I phoned to get a copy of the transactions I was being billed for - was told it was could shortly and still nothing. Today I received an email from TD Internet Security for another #29.99 and they say they are connected with iYOGi! This payment I have stopped. I phoned MasterCard this morning to stop payment on the aforementioned amounts and was told I first had to contact iYOGY to tell them I was doing this stop payment. Three times I have been put on hold for up to 10 minutes. My computer is not working properly - I don't know what else this company has accessed or what else is missing. I am not very happy. It is not an ethical move to be unavailable for calls and certainly not ethical to take money without one's full knowledge of what it is for. Having now contacted you I will go back once again to MasterCard and deal with this. I am not happy! I may also go to the BBB - if this is a ssam I will go further. Thank you. ****

Desired Settlement: I am very sorry I ever contacted iYOGY. I have lost a lot of time, a lot of valuable information, have a computer that is 'jumping' and am not certain what else has been copied from my personal data. iYOGY is not available for direct dialogue and for that I am truly sorry. I will not be swept under the rug, please understand that. Thank you *****

Business Response: Dear BBB,


The customer did manage to speak to one of our tech experts and got the computer issues resolved.


Thanks


Regards

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This morning I contacted help on HP computer and IYogi answered. They scanned my computer and said I had virus and many errors. I could not print on my computer or send e-mails. I paid the $199.00 to have it fixed. They were going to clean it out. I could not stay on the line for the full 45 minutes so they said I could call back and reconnect for repair. I was given a case number *****************. When I called back a very rude tech person screamed at me and was very rude. He said he was going to set my system restore back one week. When it came back on I had no screen or sound. My computer does not work at all now. The case number I was given was ****************. I am in tears. I am 82 years old and feel scammed. Please help me.

Desired Settlement: The HP computer is only 6 months old and not working at all. I want it fixed and my money returned.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With regards to this case , the customer had called us the day before yesterday and wanted to cancel the subscription and get a refund. The same has been processed.The money will get credited into the customer's account in the next few days.


Thanks


Regards

***

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I logged onto ********* to try and resolve a download issue. It directed me to call a phone # that landed me with the IYOGI company. After advising many times that they could help me with my anti-virus download, they then advised that I had several issues that were causing me to be unable to download the new anti-virus system. After assuring me "not to worry" they could help, they convinced me to pay a one year fee of $199.98 to clean my pc and make themselves available for all issues related to my pc problems for a year. I was hesitant and should of gone with my gut instincts. I was disconnected from their online help (who caused further problems to my pc) then they called me back and I was put to a phone operator to help me, what she called herself as a Level 2 technician. She went through my system again and advised that she had downloaded the anti-virus system and that she had cleaned my pc. NOW my pc will not allow me internet access. I WISH I had checked online reviews before I allowed them access to my pc, but in a quick decision trying to download the anti-virus ********* to my system, I was deceived. I hope that I can get their junk off my pc and get the mess cleaned up. They are a hoax. FRAUD

Desired Settlement: I want them taken off the market and a refund to my credit card of the fees I was charged in the amount of $199.98 and $149 for a product that I will be returning if I receive it at all.

Business Response: Dear BBB,


Thanks for notifying us of this complaint. With regards to this we got in touch with the customer and discussed this case at length with her. She wanted to cancel her services with us,so we have gone ahead and respected her decision. We have detailed her about the refund procedure which should get credited in the next few working days.


Thanks


Regards, iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/26/2014 Problems with Product/Service | Complaint Details Unavailable
6/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were communicating with a person that seemed of ***** voice accent. The person was going to call back to help install some updates and help with some other issues. It seems the business my be a scam as we pay the money and no follow through for computer security/help. We originally called 'netgear' and were told that they represented them and other companies.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With regards to this, we tried contacting this customer yesterday however couldn't reach her. We sincerely request the customer to call us on our Toll free Customer service no **** *** **** in order to discuss the refund details and we are sure this will be closed in her favour.


Thanks


Regards
***

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear whom it may concern, The iYOGI web site clearly states, "Get a FREE one-on-one consultation upto 30 min with a tech expert." However, they refuse to give any support without signing up an account with them. I called 3 times to explain this to get my simple consulting then make my decision to sign up but, they insisted that I need to sign up under web site for free consultation and cannot help me over the phone. There is no where in the web site to sign up for such consulting but rather asking customers to call the number. I believe this false advertisement draws people in to ask simple questions but, forced to sign up an account with them to get an answer. If you have any doubt about this complaint, please call and find out yourself. Sincerely, **

Desired Settlement: I would like a call from them and receive a 30 min free terchnical consultant as they have been advertising. **

Business Response: Dear BBB,

Thanks for notifying us of this complaint. With regards to this case , the customer can call us on our customer service toll free no **** *** **** and speak to the representatives about this.


Thank You


Regards
***

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Per our phone call yesterday, this does not and did not resolve anything.

 

There is not case number to reference when you call their customer service number.

 

If you try, they will tell you the same thing to register an account before they can help you.

 

If that is the case, please have them remove the advertisement of the free 30 min. consultant call with their technician.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
*** *** 




 

Business Response: Dear BBB,


This has been addressed and actioned. Please close this complaint.


Thanks


Regards, iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

*** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Supposed to be ****** *********. Was on ****** *******, and the phone number given sent me to Iyogi, Inc. I purchased their product for 200 dollars and tried to explain that I didn't want their product, they kept trying to sell me more products when I was asking for a refund. They did not help me with my issue and finally after 3 hours on the phone agreed to a refund but told me there would be a 59.99 dollar service charge. That is completely outstanding and was mis-represented.

Desired Settlement: I would like a full refund, without additional charges for their mis-representation of advertisement and for their lack of help and non-compliance.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. We do sincerely apologize for any inconvenience caused to the customer. The customer had contacted us with regards to the refund yesterday. She did speak to one of our representatives and the refund was initiated from our end. It normally takes about 5-7 working days for the money to get credited into the customer's account. So, we request her to get it checked in the due course of time.


Thanks


Regards,

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

****** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Advertising/Sales Issues
6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunday, June ***, I called the number on my screen to get assists to update my Norton virus program and I couldn't get on my web pages. I first ask if they worked for Norton, and they told me they were affiliated with them. I then explain the problem to him (***) and went through my computer (after I give him permission) and then said for $99.99 they could fix the problem and let me update and surf the web with no problems. I agree and he went through the process of cleaning up my computer. He told me the problem was fixed and hung up. I went on line and the problem wasn't fix on top of this I found out he remove my Norton Anti-virus program. I then call him back and was told it would cost me an additional 199.99 I ask to talk to a ******* and the ******* insist that the problem was taken care of and they needed an additional 199.99 to fix the same problems that *** had supposed to fix. I later found out from Norton Web site, this company is not affiliated with them and they say this to get more money out of customers.

Desired Settlement: I do not want other people to get sucker in to giving up any money. I am 55 years old and on a fixed income. This hurts.

Business Response: Dear BBB,

Thank you for notifying us of this complaint. With regards to this , we tried contacting the customer on his registered phone no with us , however couldn't reach her. So, would request the customer to call us back on our toll free CS no **** *** **** in order to discuss and resolve this case.


Thanks

Regards, iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ordered Windows 8.1 from Microsoft. They out sourced me to iyogi inc. Trying to settle billing problem for 2 wks. and being told to "call back next Thursday" that didn't work then i had to call back next week. asked for total amt. due. They stated three payments were received $139.99 $157.49 $29.99 $172.49. Received an other bill for $139.99 due on June **,2014. Reference No. ***************** phone no. ###-###-#### Now i am worried about me credit rating. the calls come Napal, Indian.

Desired Settlement: Either credit my card or send a check. Horrible Service.!

Business Response: Dear BBB,

Thanks for notifying us of this complaint. With regards to this we would like to confirm that there would be no further charge made to this customer. The customer had called in a few days ago and raised this concern about she getting charged on 6/**/2014 , so we have gone ahead and put a stop on it. As far as the old $139.99 duplicate charge is concerned that has already been refunded from our end.


Thanks you


Regards

***

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purshased Bitdefender on Monday May ** 2014. I was having trouble getting bitdefender to load. I call customer help which I assumed was bitdefender. I ended up on the phone with IYOGI, which then they acessed my desktop by remote and told me by having alot of issues with my computer that it had to be fixed before i could lnstall biddefender. So i payed 200 doller for a service that didn;t fix the problem. On tuesday I called a different number for bitdefender and was told that IYOGI has nothing to do with bitdefender, and I was mislead. THe bitdefender rep was able to fix my issue in 2mins, and I am mad that IYOGI scammed me out of money, for a service that did nothing.

Desired Settlement: I filed a stop payment to IYOGI though my bank. So my bank is aware of this problem, I would like IYOGI to tell there customers who they are and that they are a fake 3rd party computer help. ANd see the goverment shut IYOGI down for good.

Business Response: Dear BBB,

The refund has been processed now. It should be there in the account in the next 3-5 business days.

Thanks


Regards

iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I did not get a full refund.  Iyogi is still charging me 59.99 for one day of sevice in spite of iyogi not fixing what they said was broken. They lied and used very Scamish way in convincing me into paying.[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

Business Response: Dear BBB,

We have now gone ahead and refunded the rest of the $59.99 into the customer's same account. The money should get credited in the next few working days.


Thanks


Regards, iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I agreed to a $200.00 computer support plan for 1 year and a technician remotely took over my computer for 4 hours and then stopped because his shift ended asking me to call back the following day. I did call back-another technician who went through exact same steps as previous tech all the while trying to sell other products. when I declined other services such as different security, software upgrade and extended warrenties he kept asking why wouldn't I consider these? Very high pressure and never did complete task. Of course I never called back again either. I feel completely duped and stupid to have fallen for this con. I tried to complete their survey of their performance but when I select submit I am directed to a page that says I don't have the credentials to be there. Yet another farce.

Desired Settlement: Just would like my credit card debited and to forget I ever got involved with this scam!

Business Response: Dear BBB,


Thank you for notifying us of this complaint. We do apologize for the inconvenience caused to the customer. This is certainly not the type of service we intend or encourage anyone to deliver. We would sincerely request the customer to call our toll free " Customer Service no " **** *** **** in order to discuss this and rest assured this will be settled in her favour and her final decision on this case will be respected by our concerned representatives.


Thanks


Regards

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

******* *****


I spoke with ***** @ Iyogi customer service and she has cancelled my contract and will debit my cc for $199.98. Cancellation# is ****************. Although I cannot in good
faith recommend their service to someone else, she was decent about my complaint and was willing to reimburse me which I did appreciate.
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Linksys EA4500 two years ago when my sister and her daughter and myself and my family started renting a house together. She moved out Monday to her new place. The disk for the product is not around anymore so I had a page for iYogi, Inc. pop up regarding my Linksys modem's support while I was researching what I needed to do. I initially got a hold of a representative and was put on "hold" for 10 to 15 minutes after he said to give him a "second" after informing him of my issue. I finally informed him I was going to disconnect in 2 minutes if I had no response after trying to verify if he was still in the chat session. I disconnected and reconnected into the chat hoping for a different agent. Of course I was met with the same one. I restated my issue and was finally told that I would have to pay a one time fee. He said that I did not need to download anything that it was a software issue causing the shaky service. I told him once again that I needed to know what software to download if I was going to be able to manage my network. He refused to give any further assistance without a payment...there is no mention of a payment on the screen. I had opted to have both chat sessions sent to my email but of course they have yet to be delivered. I was wanting to copy and paste them into this so you could see the actual conversation. My router is great but the customer service with it is not.

Desired Settlement: I want an apology from the company for their rude employee and for the failure to mention a fee on the page that takes a consumer into the chat session.

Business Response: Dear BBB,

We are not able to pill up any account of this customer with us using the aforementioned name, ph no or the email ID. We request the customer to send us some relevant details, the details she used when she registered with us so that we can look into this case and then action accordingly.


Thanks

Regards, ***

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Thursday, May **, 2014, I called IYogi tech support to assist with downloading MS Office 2013 from a link my college supplied to me for a class to be taken on June ** 2014. MS Office 2013 software was only able to download 90% when it got stuck and stayed stuck for thirty minutes. The ********** (****** *****) never called to say anything or even acknowledge on the screen that the software was stuck. I phoned iyogi, inc. several times only to be frustrated because no one seemed to understand what I was complaining about. I wanted to know what happened to the ********** that was assisting me, and no one could tell me. When I asked whom I could talk to to lodge a complaint , I was transferred from one person to another and no one would tell me who I needed to talk to in reference to filing a complaint.

Business Response: Dear BBB,


Thanks for notifying of this case. With regards to this , we got in touch with the customer and have assigned her a tech who is currently helping her in fixing the ongoing computer problem. We do apologize for the inconvenience caused to her though.


Thanks You


Regards
*** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They could never fix computer, and every time I talked to them they wanted more money. Promises to fix and twice they miss represented what I had paid for. One time to put a program in to hinder hackers and on several occations about security. Next time I would talk to them they said the money was to fix something else. I t was hard to understand them on the phone. I uninstalled them, finally but I still get a pop up, which I can not get rid off. The last time I talked to them, they called , I thought I was talking to the one who would fix the computer and it ended up he was a sales person trying to get more money before I even told him the problem. I had someone call me and tell me if I joined the western union and give them money they would send me the money ,for what I had spent. I told them to forget it and to send me a check. I did complain about the constant money they always seemed to need on several occations. I think I spent about 549.97 over time. I was not interested in getting the money back. but I felt really used and duped. I just want them to get out of my computer! I am writing this complaint for other people so they won't get taken. I will never use an online service again. I will take my computer into a local shop to fix.

Desired Settlement: get out of my computer for good. I want nothing to do with iyogi

Business Response: Dear BBB,

We apologize for any inconvenience caused to the customer. The customer can uninstall the iYogi program from her computer. It's in the control panel tab. since the customer doesn't want us to assist her further , she can just uninstall the iYogi software and then restart the computer and it won't show up again. We will make sure that there is no contact made to the customer from our end. Requesting you to close the case.


Thanks


Regards
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

*** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has infected my computer by making it so their website comes up any time I access the internet. I never asked for that, I don't want that and I want it removed. What gives them the right to hijack my computer that way?

Desired Settlement: Get rid of their malware on my computer and get rid of their ad when I access the internet

Business Response: Dear BBB,


Thanks for the notification. We are sorry for any inconvenience caused to the customer. One of supervisors got in touch with the customer over the phone and addressed all the concerns.


Thanks

Regards

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On February **** I purchase a contract for two years with Iyogi to repair my computer when it was not working I had purchase a contract in 2012 I did not have a problem except they did not send me anything about a proof of purchase so this time I ask them to e-mail me the expiration date and they did this was the only thing they sent me I ask them about a one year contract they told me they did not have that anymore because the internet 8.1 was causing so many problem that is why I bought the two year contract about two week after I purchase the contract my computer had a lot of virus and it would not work I called a iyogi tech to repair my computer he told me I did not have a contract with them and he could not fix my computer and that I should call my bank and tell them because a fraud had occurred someone else was using there name so I got off the telephone and called my bank and told them what the tech had said they started a claim and put two hundred and ninety nine cent back into my checking account the contract that I purchased cost me three hundred and twenty nine dollars and ninety eight cent I told the claim examiner @ the bank that about the extra 29.99 they had charge me but she could not find it I went on line last night and check my bank statement and found Iyogi had taken out two payments one for 299.99 and the other for 29.99 the 29.99 was to syx total defense its a tech team for IYOGI I did,nt no I had this extra service I was never told about it they also sent an e-mail to the bank stating they had sent me an email about the subscription that I had purchased I never receive it when I called I iyogi they told me that I had filed a claim with the the bank and they were not going to help me they were the ones who told me to call the bank Can you please help me

Desired Settlement: just pay the bank the money that they put into my cheching account and give the 29.99 for the service that I did not no I had purchase

Business Response: Dear BBB,


Since there is a dispute made by the customer, we as a company can't do anything regarding this case now. If the customer had called us directly instead of calling his bank and asked for a refund, we would have been more than happy in providing him with the same. We follow a 100% refund policy. The customer has to deal with his bank now and ask them to settle it and then when they send us anything in written, we will look into it.


Thanks

Regards

iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 The bank won the case for me iyogi had to return all of my money thank you so much for taking the time with my case

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *********



 *

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a customer relationship with iyogi. It began with the purchase of a router manufactured by Netgear. A problem with getting it to work arose and I called the customer service tech. listed in the information purchased with the router. I then began my relationship with iyogi. They were the company that is contracted to assist Netgear products. They fixed my problem and I paid for a tech package to assist me with any computer problems in the future. the next time I had a problem with my computer I called iyogi. I was high pressured to purchase a 3 year plan with Mcffee software they downloaded to my computer to protect it for 3 years from any virus problems. The next time I was having trouble with the McAfee virus program. I contacted iyogi again and was told that I needed to purchase a windows 8 for my computer or my computer would no longer be operating properly. To be able to create the gmail account needed for an application (McAfee was not allowing this to happen) This was fixed by iyogi. I was able to create a gmail account. However, I had no money to purchase this Windows 8. This is the third time I had contacted iyogi and the third time I was asked to purchase something "i needed to make my computer work properly". The McAfee was not turned back on by iyogi after the gmail problem. A problem that I paid for a 3 year plan. A virus entered my computer and crashed it. I have lost all information and unable to get it to work. A virus that I was told was protected by purchasing this 3 year plan. I was emailed by iyogi that my computer was in danger but this was too late. I purchased a new computer for $498 it had McAfee installed on it for a trial. The day after this trial ended began the last conversation with iyogi that was on April **, 2014 at 2:10 PM. The tech that contacted me was named ****. I informed him of I no longer had the computer that their customer service online help was on. He was very blunt when i told him of the virus that destroyed my computer. He was indignant that iyogi did not put a virus on my computer. (Language barrier) I told him no I did not say you did. I said that what ever was done to my computer previously left my computer in danger. He then spent the next 40 minutes trying to get me to purchase a new plan from him and he would guarantee the safety of my computer for 3 years. Informed him that I had purchased on from iyogi that did not work. I was told about a terrible virus that is in the news that could crash my computer if I did not purchase this plan. I informed him that I am WELL aware of this virus first hand and again told him that the plan from iyogi did not protect my computer (which was a gift to me) He told me again I just needed to purchase this new plan and he will personally guarantee that my computer will be safe. He claimed to be the ****** ******* and could not do anything about what had happened in the past but will insure the computer in the future. I also told him I am disabled with a very small income. To purchase a 299.99 three year package was not an option. I had just spent 600 on a new computer. (tax and 2 year warranty plan added on to 498. He told me no money right now but May ***. I told him I will not have this money may 4 wither. he was getting more and more agitated with me and very condescending . I was essentially told I was a fool for spending that money and could have bought a computer from them cheaper. (Are we surprised) I told him that I had a three year plan purchased that I was told was for all electronics in my home already and not even a year had passed out of the 3 years. This plan was no longer in effect and I needed to purchase his plan. I did not have the money and he essentially told me that live with the consequences of not having their help. I disconnected from i yogi and hung up the phone at this time.

Desired Settlement: I would have been happy with a new virus service at no charge for my trouble. I now would like a refund of the McAfee plan I purchased. For the treatment by this representative I believe that the service paid for should have protected my computer from damage. I need a $498 refund for the loss of my computer from breech of contract on their side. A receipt can be provided to verify the cost of the new computer. the tax and warranty are my responsibility.

Business Response: Dear BBB,

We have not been able to contact the customer over the phone. We tried a few times but had no luck. The customer can call us at **** *** **** and discuss this. We hope to resolve this amicably.

Thanks


Regards

Customer Service Team

iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I have responded to their call.  I received a regular customer service rep.  She attempted to help me and wanted me to tell her the nature of my complaint.  She had no authority to respond to my claim and went off phone to talk to a ***********  They told me that someone would call me the next day.  I said I was having surgery that day and would not be available.  She said someone would call Wednesday May ****.  I received no call from Iyogi.  At least no message was on my phone. 
Thank you ******* *******

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** *******




 

Business Response: Dear BBB,

The customer can send us an email on ************************* and one of our reps will contact her from here and resolve this.

Thanks

Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I yogi was contacted in 10/2013 regarding computer problems. At that time service was authorized for a three year term for a total of $449.98 in various increments. The problems with the computer were never resolved after hours of phone contact with above company. The first technician failed to back up my data before starting action to clear computer and I lost all my business contacts, information in Act. Following 2 more weeks of other technicians working on computer, primarily trying to restore functions lost, ie printers etc, I disputed the payments made. In the last 4 months I yogi has failed to refund my money, when contacted they repeatedly say dispute under review call back. I either want a full refund or all issues resolved with my computer.

Desired Settlement: Either a full refund of $449.98 or a working computer free if spam, virus etc.

Business Response: Dear BBB,

The customer has disputed the charges with his bank. The bank takes it's time to check everything and after looking in it has resolved the dispute in our favour. However we are still more than happy to provide the required tech support for the subscriptions paid by the customer. We will help the customer in fixing all the problems on the computers and make sure they are working fine. The customer can call us on **** *** **** and avail tech support whenever he wants.


Thanks


Regards

Active Response Team

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had service with this company to servicemy laptop when problems arise. However after purchasing service my requirements for service increased atleast once a month. At the end of every service the tech would try to sell me something else. So after about 8 month's I got tired of calling this company to fix a problem with my computer which did not really start until I retained their service. So I decided to take my laptop to a repair shop and the tech there suggest I get my hard drive erase and start all over, which, I did. No my laptop run perfectly no problems at all. Now two month's later time for me to renew my subscription iyogi calls me 2 or 3 times a day trying to get a hold of me. Finally they caught me and explained to me that my subscription was up for renewal. I explained to him that I have totally erased and rebuilt my hard drive. So we got off the phone, and about 2 hours later iyogi sent me a email, which I did not open. when I went to delete it . The email took over my bulk mail and would not let me delete it. So I initiated my nortons virus scan and I seen the iyogi email automatically deleted it self. That proved to me that this company was the reason my computer was having all these problems under their subscription. thank you

Desired Settlement: stop trying to intimidate me by infecting my computer to influence me that I need their service. Do Not send me any more infected virus to my email address.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. We first of all would like to apologize to the customer for the inconvenience caused. If the customer is receiving any emails from us, rest assured they don't contain any malice. They are plain subscription , promotional emails directed to our customers. We won't do anything that would jeopardize our business. Secondly, we have added the customer's details to our DNC list which will ensure that the customer does not receive anymore calls or emails from our end.


Thanks


Regards
iYogi
 

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 satisfactory to me and the matter has been resolved.

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My home computer (emachines 2010 desktop) was "freezing up." I called iYogi for tech support to stop this problem. I was on the phone and online with them for at least 8 hours over the course of several weeks. They informed me that I needed to upgrade to Windows 8.1 at a cost of $268.99, which resulted in the need to upgrade Microsoft Office at a cost of $175.99 (total $444.98). Neither of these upgrades resolved the issues. Our computer continued to "freeze up" several times per day, and that was with only my wife using the computer at the most for an hour per day. They informed me that I had no anti-virus software installed. I showed them proof that I had purchased it from Avast in January 2014, but they tried to convince me to purchase their anti-virus software. I refused. I contacted Avast to find out the problem. Avast told me that the Windows and Microsoft upgrades would not resolve the issues I was having and the upgrade likely uninstalled the Avast anti-virus. Avast has told us that our hard drive is going bad and that we need to purchase a new computer and get the data off this one before it is too late. I have complained to iYogi on several occasions that their tech support was not resolving the problem and that I would like a refund for the Windows 8.1 and Microsoft Office upgrades since they did not solve my problem. They assured me that these are good programs and told me that they cannot refund my money because the programs have already been installed on my computer. I do not want to pay $444.98 for programs on a computer that is broken.

Desired Settlement: I would like a refund of the $444.98 that went to software that did not resolve the problems on my now unusable computer. I would also like a refund for the tech support subscription ($299.99) since they have not provided the service they promised. Total: $755.97.

Business Response: Dear BBB,

Thank you for notifying us of this complaint. We would like to apologize to the customer for any inconvenience caused. The customer can call us at our toll free customer service no **** *** **** and discuss this case with any of our concerned available supervisors. We at iYogi respect the customer's decision and would do our best in order to resolve this case in his favour.


Thanks


Regards

******** ******* ****
i
Yogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On May *, 2014, I purchased a one year computer support/clean-up/pc optimizer from iYogi in the amount of $199.99. They promised to clean up my pc and get rid of all viruses, unused data, unneccessary files, etc. After spending 13 hours with them, both on the phone and my pc within two days , these problems were not only unresolved, but my pc speed has been even slower than before, I can no longer access my bank online, and there is missing data from my social websites. I contacted them today, May **, 2014, and the iYogi technician took control over my pc (with my permission) in order to resolve these issues; however, instead, my computer froze, I lost all of my passwords, I had to complete an automatic shut-down, and when I phoned the company (iYogi) on both phone numbers, I ramained on hold for over 30 minutes before I hung up. I am not only $200.00 out of pocket, but my pc is worse off than before I began!

Desired Settlement: Take everything off of my computer and give me my money back.

Business Response: Dear BBB,

We have not been able to contact the customer. She can reach us back on **** *** **** toll free to discuss this and close it in her favour.

Thanks



Regards

iYogi


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was mislead by IYogi in many ways. I thought I was working with a company affiliated with Apple as I ****** searched Applecare and the following info came up: Customer Care - ********** Ad ************************. Instant Care and Support for your Technical Issues. Call Toll Free? ###-###-####! In hind site, I should have been suspicious, but I felt reassured when the IYogi sales person explained to me that they are an affiliate of Apple and can offer technical support and that this was my only option for Applecare for a computer that was more than 3 years old, mine is 8 years old. They said that I could get 24 hour technical support for 1 year for $129.99. This seemed expensive, and I asked again if this was Apple, and he again confirmed that they are an affiliate of Apple and this was my best option to have my computer issues resolved. He said he would email me information about their company being a member of BBB and consumer affairs. I never received any email that they said they would send me. I gave them permission for remote access to my computer and payed them for the yearly fee, via the remote access I entered a credit card #. Then ******* worked on my computer remotely for almost 2 hours. Commenting that she was deleting over 6000 unnecessary files that were cluttering up my computer and afterwards would result in it being "optimized" which apparently, according to her I should have been doing every month to 3 months for the last 8 years. I could see what she was doing and it seemed to be fixing the problems I was having. She said that I should back up the computer and asked me to connect external hard drive if I had one. She then asked where I got it and how much I payed and indicated that this was an inferior product due to its memory capacity. She said she could sell me one from Seagate that was 10 times as much memory for $166.99, and said she could have this sent to me and help install it when it arrived. Having set aside the day to deal with computer issues I thought this seemed efficient. I asked about Microsoft Word/ Office and she quickly suggested I buy it and that they could have it shipped and help me install it. She transferred me , to a sales representative, while she was still working remotely on my computer. I asked several questions about the logistics and compatibility with the word processor on my kids computer, he was then very insistent that I buy a separate Microsoft Office for their computer at a discounted price. I declined and said I had already spent a lot with them. The representative took my payment via the remote access and I payed for the external hard drive and $175.99 for Microsoft Office. During our transaction we were disconnected. He called back from the same number listed above. I was told the products would arrive in 4-5 business days, and that a receipt would be emailed to me. I was also told that I could make changes or cancel my order within 72 hours. The tech person continued to work on my computer, installing updates and "optimizing" it. She said my computer would be like new, and as our interaction ended she encouraged me to call them to help me install my new products. I asked where she was based and she said India. I thought I had my computer project done and all was well. The next morning I still had not received the email receipts. I was starting to question if the company was legit. I called Apple and they said they were in no way associated with IYogi. They also explained that I can get tech support for Apple products after 3 years. I then read many consumer affair reviews/complaints/ warnings that IYogi was a scam. I noticed the charges were pending on my charge cards, and called the bank. Since the charge was authorized by me, my only recourse was to call the company for a refund, or to dispute the charge once the charges go thru. I called IYogi at the number I had called initially, and asked for customer service. I was put on hold, and then disconnected. I called the # that I was told to call when I had tech issues with my computer associated with my year long service, ###-###-####. I also had a case #. At 2:15 pm I was connected with a representative who again tried to place me on hold. I was insistent that we resolve the issue. Her name was ********. She was abrasive and suggested that it was my decision to make the charges and that they should not have to reimburse me. She denied any misleading information could have occurred, including that I was told I could not receive Applecare after 3 years. She said rudely that I would have to pay $59.99 for the one time tech support, while at the same time offering me an extended time period for IYogi tech support at a discounted rate! She explained that I could only get a refund for the products I ordered after they arrive to my house and if I was not satisfied with the products before 15 days, I could send them back. She also offered me a discount on the products. I inquired about the agreement that I could make changes to order within 72 hours, she replied that this was only if the item had not shipped yet, and mine had. I insisted that I did not want the products and that I wanted a full refund as I did not trust their company. She said I would have to refuse the products once they arrive, but that I would have to pay the $50 shipping cost- which I was not told about at the time of the transaction. She stated that they should not have to absorb that cost, as it was me that changed my mind. I was insistent that I speak with a manager or supervisor as we were yelling and getting nothing resolved. She said their was no such supervisor. She said she would put me on hold, I asked her to keep me on the line while she sought another representative. She put me on hold, and I was then disconnected. I then called several numbers I had acquired during this experience for I Yogi, and discovered that if you ask for customer care, you are indefinitely on hold, or disconnected. If you ask for technical support, an I Yogi representative answers immediately. I did this at 3:24pm and spoke with ******* he then transferred me to ******* at 3:29pm who said he was a supervisor in tech support and that he could not help me with this issue. He asked to put me on hold, I explained that this was not acceptable as I kept getting disconnected. He insisted that he would not disconnect me, and that I could call back, and that he would be there 6 more hours until 11am, it was 5am at the time there,but placed me on hold. He too was in India. After several minutes, at 3:41pm, ******** customer service representative came on the line. She gave me the same information regarding that I could only send back the items, pay for shipping, and pay the one time fee for tech support. I persisted for nearly 30 minutes, and she placed me on hold multiple times, but did come back on the line and reported that they would refund the entire annual fee of $179.99 (which is what they charged me instead of the quoted $129.99 for the annual fee), she said this credit would appear in my account in 5-7 days. She also explained that they have done nothing wrong and are a member of the BBB. She said that I would have to refuse the items when they arrived and after my persistence once again, agreed to waive the shipping fee. She said I would have to call them to follow up on these refunds. The next morning I looked at BBB in New York, to see if they were a real company, as I was concerned about my computer and if they had taken information off of it, or ruined it. Based on the other multiple complaints, I am still concerned and will have to take it to get serviced. I am also filing a complaint with the Attorney General so that this company can stop doing this to people. On April **, I called the number listed on their BBB site, and it is not a valid number. At 11:45am I called the number listed with the credit card charge, ###-###-####, and *** from IYogi customer service answered and I asked him to see if my refund had processed. He put me on hold for 17 min, but did come back on the line and said the credit for $179.99 was done and will show up in my account in 5-7 days. He also gave me the order numbers for the products I ordered as well as the fed x tracking numbers. He said that if I refuse the package and then call them in 48 hours to see if it arrived, then they will process a refund. I asked about the shipping. He said that I would be refunded that as well, as I was not told about it. I understood it to me part of the price quoted for the items- for example, the Microsoft product was $150.99 with $25 shipping, I was quoted $175.99 for the product, no mention of shipping. I confirmed the number I should call and he stated that the number I called him at was the best. So for, this is my story. I am hopeful that I will see my money refunded and that this company will not continue to do this to others. I remain skeptical until i see the money in my bank.

Desired Settlement: I want my money back, and I do not want to waste any more of my time with this company.

Business Response: Dear BBB,

Thanks for notifying us of this case. With regards to this we have already gone ahead and processed a refund of the said amount on 4/**/14. The money will get credited in the customer's account in the next few days. We apologize for any inconvenience caused.

Thanks you

Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I have not yet received a complete refund of the said amount as I Yogi states in their response.  I did receive a credit for the annual technical support, after hours spent trying to reach a customer service agent, that was not combative on the phone, or put me on indefinite hold, or disconnect me.  The shipping charges for the items that I ordered are still at issue, along with the additional fee for the shipping of which I was never informed. I am awaiting a credit which I yogi states they will refund me when they receive the packages.  I finally was able to get a verbal agreement from a customer service representative that they will accommodate the credit for the shipping charges.  However,  I will have to call and ask to be credited,  and spend more time, and monitor my account until they post this credit.  My time is valuable, and I continue to spent time writing this response, dealing with refusing the packages, monitoring my accounts for refunds, and following up about the shipping cost.  This will not be resolved until my money has been reimbursed.  Though nothing will be able to replace the time I have spent trying to remedy this situation, or the frustration I have had in dealing with this company. I urge anyone who considers working with this company to look further for services.  

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: Dear BBB,


We can confirm that the refund of the complete amount that the customer had paid us has been processed from our end on 4/**/14. The money should be there in the customer's account. If it still doesn't reflect in there, we advise the customer to contact her bank.


Thank you


Regards
*** 
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

**** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I feel the Iyogi technical support representative did not address my initial question where I stated I just renewed my McAfee subscription this month and I have a pop up requesting to clean my computer to protect it. I asked if this was McAfee he said yes. I asked is he going to pull up my account information he passed over this question despite me asking several times. Then finally by the end of the call after I paid $429.98, I realized the company name was not McAfee but Iyogi (when I saw the welcome to Iyogi email). After that I asked about the name of the company and he tried to pass me to a support engineer and I insisted and reminded him I asked why didn't he get my account information then he said because we cannot access McAfee we are a separate company then I said why didn't you say that before and he denied me asking that question. So I told him I do not feel comfortable buying the product and I wanted to cancel he transferred me to his technical support ********** then he transferred me to a customer service ********** then after 1hour and 20minutes of all 3 representatives trying to convince me to keep the service I still insisted I need to research my options and I wanted to cancel the service. Finally, the customer service ********** told me that if I cancelled it would take a long time to get refunded so if I decide to later get the service I would have to pay in essence twice. So I stuck to my decision to cancel then was ultimately transferred to customer service where I spent another 45minutes reiterating how much I wanted to cancel. I am making this complaint because it should not take 2hours to cancel any service and Iyogi should be clear about who they are and their company name upfront, especially if being asked outright if they are McAfee. The entire feel from start to finish was to get me to purchase this service and less about me getting my initial inquiry addressed. But most important once Iyogi misrepresented who they were I could no longer trust anything further they had to say. My faith in this company's integrity could be restored simply by crediting my account in as prompt a manner as possible. Additionally, this entire call was absolute torture it took 3hours of my night (from 1015pm to 130am). I started out asking how long will this take and I kept getting told 30 minutes. If I was told this is not McAfee from the beginning I could have hung up and called McAfee instead of being led on such a long journey. I hope that getting my money back does not prove to be as long of a process.

Desired Settlement: I want a prompt refund to my card on file of $399.99 and $29.99 ASAP.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With regards to this case we would first of all like to to sincerely apologize to ********** for any sort of inconvenience caused to her. We take feedback seriously and are in the process of investigating this case. We will action as per the findings. Secondly, we have already processed the refund of the amount that the customer had paid us. The money shall get transferred into the customer's account in the next few days. 


Thank you


Regards

***
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  I reviewed my account and only see a credit of $399.99.  I was not credited an additional charge billed by Iyogi to my card in the amount $29.99.  I would like this to be credited back to my card expeditiously. 

 

Thanks 

****** ****** 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ******



 

Business Response: Dear BBB,


The refund for the remaining $29.99 has now been processed from our end.


Thanks


Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I began having a heavy volume of pop-up ads from iYogi on my laptop, inviting me to increase the efficiency and security of my computer. I am not interested in this product. After several weeks of spending an inordinate amount of time closing these pop-up windows, I phoned the number on the screen for iYogi, ###-###-####, on 4/**/2014 at about noon and spoke with a representative. I asked the representative how I could stop the pop-ups from siphoning valuable work-time out of my day. The representative informed me that these pop-up ads for iYogi were a product of a computer virus. I expected representative to help me remove the virus from my laptop; instead, he told me I would need to pay a minimum of $199, for a 1-year contract, in order to get his help in removing the virus. (Or I could pay $299 for a 2-yr contract or $399 for a 3-yr contract). In other words, iYogi has succeeded, by its own description, in infecting my computer with a virus and will only help me remove it if I buy their service! This is an outrageously unethical sales practice!

Desired Settlement: iYogi should help me safely remove the virus which is tirelessly producing unsolicited ads for its services on my computer,by paying me to have the virus removed by a qualified software technician (a one-time service from a nationally recognized, mutually agreeable, provider).

Business Response: Dear ***,


Thank you for notifying us of this complaint. With regards to this case we would first of all like to inform the customer that iYogi is one of the leading remote tech support providers in the world. We possess a BBB rating of A and do not indulge in such petty things like infecting anyone's computer. Moreover, it's practically impossible for us to access anyone's computer without his/her permission. Secondly, we are a tech support company , not some virus spreading scammers. Our job is to help people with their computer problems when they call us. This customer seems to have infected his computer somehow but casting the blame on us is certainly not the right thing to do. We are sorry but we cannot accept anything that this customer is claiming. We request the BBB to close this case.

Thanks

Regards
***

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: iYogi hacked my new laptop on Feb. **, 2014 and contaminated it with 14 viruses. iYogi wiped out my ****** and ********* software. iYogi disabled ******'s firewall. iYogi lied and misrepresented themselves as third-party vendors to ********* and ******. iYogi damaged my new laptop and harassed me to buy their services even though I had just renewed my ****** subscription on Feb. ***, 2014. iYogi stole my files and confidential information. iYogi disabled my access to the ******** so that I could not access ****** or ******** ********. iYogi held my computer hostage until I paid them money to fix the damages they created.

Desired Settlement: I want iYogi to compensate me $5,000 for the damages to my new laptop, for lying to me, for humiliating and harassing me, for the ********* and ****** software packages they destroyed and which are no longer any good, the fee to ******* of $150 to pay for cleaning up the viruses iYogi put on my laptop, and more. Since they destroyed my laptop, stole my financial information, and most likely sold it to another identity theft criminal entity, I want them to pay for 7 years worth of credit monitoring. On April **, 2014 iYogi sent me an email asking me for business. I never gave them my email address. I want them to stop contacting me.

Consumer Response:

*** ******,

 

iYogi hacked into my laptop on Feb. **, 2014 infecting it with 14 viruses and ruining it. After stealing my computer files and confidential information that day, on April **, 2014, they sent me an advertisement for their business to my gmail account. On Thursday, April **, 2014 at 6:11 pm, someone called my cell phone as a Restricted Number and then hung up. 

 

On Friday, April **, 2014 at 1:31 pm, someone hacked into my Facebook account. Also on Friday, April **, 2014 at 12:56 a *** named **** (*****) called me from ###-###-#### and screamed at me over the phone. He wanted to know why his call to me the day before with his restricted number was disconnected. He was belligerent, using hostile, intimidating tactics and told me that he looked me up on my work webpage. He demanded an answer to his question. It was obvious that he was stalking me. I hung up the phone. I do not know anyone by that name and phone number. Before the hack attack from iYogi, no one ever spoke to me like that before on the phone. I do not know if **** (*****) works for iYogi or if iYogi sold my confidential information to another party -- who is now harassing me for money.

 

The settlement I request from iYogi and **** (*****) is as follows:

 

1. They must cease and desist all future contact with me via phone, email, and every other form of communication.

 

2. They must delete my name, cell number, email address and all other contact information they have on me from all of their databases.

 

3. They must stop releasing, sharing and selling my name, cell number, email address, Facebook account information and all other contact and confidential information they have on me to any and all parties regardless if those parties are personal and/or corporate, in residing and/or working in the U.S.A. and anywhere in the world.

 

4. They must never hack my laptop again.

 

5. They must never hack my cell phone.

 

6. They must never contact me at my place of employment.

 

7. They must never harass me at any time and at any place where I live, work, etc.

 

If iYogi does not comply fully with this settlement, I will not hesitate to proceed with legal action.

 

Thank you,

*** ******* *****

Business Response: Dear BBB,

Thank you for notifying us of this complaint. With regards to this case we would first of all like to apologize to **** ***** for any sort of inconvenience caused however at the same time we would like to set the record straight that iYogi does not indulge in any fraudulent or malicious activities with it's customers. On receiving this complaint we performed a thorough investigation of the calls and recordings that took place and our quality team did not find any evidence which would justify the customer's claim. No application whatsoever was deleted from the customer's computer. According to the customer's statement , she lost her ********* office due to the ******* ***'s mistake and they were the one's to download it for her using her email address. So we think the customer should take it up with them and get the issue sorted out. The iYogi ****'s put forward certain options in front of the customer as far as purchasing an iYogi subscription is concerned, however the customer denied and hence the call was closed. We hope the BBB considers the above mentioned points and closes this case in our favour.

Regards
*************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because: ???

 

 

 

The claim that iYogi made in response to my BBB complaint dated April ***, 2014, that they do not participate in fraudulent activities, is an absolute lie. Their accusation about Staples creating a problem with my password is another absolute lie. Staples is a great company and their tech specialist never created any problems with my password when I purchased my laptop in 2013. 

 

When the woman from iYogi sabotaged my Microsoft account, she deleted my email address and then inserted her own to block my account, I did not know she was evil. The iYogi woman pretended she was trying to help me because she was a third party vendor to Microsoft. She was a ************ **** and *****. When she told me that she could not enter my Microsoft account to fix it, she was lying. She knew all along what she did. She wanted to extort money from me under the guise of trying to help me. She then pretended there had to be some explanation why I was having trouble accessing my Microsoft account. So, I started to wonder: when I purchased my laptop, I inserted my email address at Staples and there was no problem then and for a whole year. All of a sudden, there is only a problem now with iYogi.

 

Staples spent two days cleaning up all of the problems that iYogi created for me when iYogi hacked into my laptop on Feb. ****, 2014. iYogi dismantled my Norton firewall, infected my laptop with malware and 14 viruses, dismantled and then blocked my Microsoft and Norton software with their passwords so that I could not get access to those accounts. Staples informed me that customers come into their store every week with the same complaints I had, i.e., iYogi ruined their computer or laptop. This epidemic of hacking and extortion by iYogi no doubt goes on all over America. Customers' laptops and computers are ruined by iYogi and then Staples technicians are the ones to clean up the problems.

 

Considering that I had just renewed my Norton subscription on Feb. ***, 2014, the Norton firewall gave me no warning that I was being hacked. The iYogi hackers knew how to dismantle my Norton firewall. iYogi claimed they are third party vendors to Norton, Microsoft and all technological and software companies. Then iYogi tried to extort money from me to fix the problems they created with my laptop, and Microsoft and Norton software. 

 

iYogi - who hacked into my Facebook account on April **, 2014?

 

iYogi - who is stalking me via phone and called my cell number twice under false pretenses on Thursday, April **, 2014 at 6:11 pm and Friday, April **at 12:56 pm, demanding money from me?

 

iYogi - who is **** or *****?

 

iYogi - who did you sell my confidential information to?

 

Of course, iYogi will not take any responsibility and will not tell the truth. Why? Because their responses will be used against them in a court of law. 

 

The settlement I demand from iYogi and **** (*****) is as follows:

 

1. They must cease and desist all future contact with me via phone, email, and every other form of communication.

 

2. They must delete my name, cell number, email address, and all other contact information they have on me and my family from all of their databases.

 

3. They must stop releasing, sharing and selling my name, cell number, email address, Facebook account information and all other contact and confidential information they have on me to any and all parties regardless if those parties are personal and/or corporate entities, who reside in and/or work in the USA and anywhere in the world.

 

4. They must never hack my laptop again.

 

5. They must never hack my cell phone again.

 

6. They must never contact me at my place of employment.

 

7. They must stop harassing me at any time and at any place where I live, work, etc.

 

If they ever contact me again in any way, I will commence legal action against iYogi and any and all individuals and groups they sold my information to that is acting under their direction to scam and hack me.

 

Sincerely,

******* *****





 

?

Business Response: Dear ******,


We would like to clear certain things. iYogi cannot access anyone's computer without receiving the customer's consent on it. It's practically impossible. We do not share any information with anyone regarding our subscribed or non subscribed customers. We don't jeopardize our business by doing that. We are a tech support company who receives calls from customers all around the globe , we do not callback customers unless and until it's needed.

The customer doesn't need to worry about any of the points she has mentioned in her response. Like mentioned in our previous reply, we pitched for a sale of a subscription to the customer, she rejected the offer and hence the case was closed then and there. There is no need to drag it. Lets close it now.

Thanks


Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had multiple phone calls of people saying I had infections in my computer. I called the support number on my computer, which I thought was Mcaffee, but it was not. I spoke with this company instead. I let the company take over my computer and look through it, and he said he would do some trouble shootings on infections within my computer. When he was done going through my computer, he then told me the pricing of the computer protection he offered. All of the pricing was out of my price range and I can not afford this. I told him I would have to see if I could raise that sort of money to afford the services. I gave him my address before I got off the phone and I assume it's for him to send me something. I did not give him permission to trouble shoot through my computer.

Desired Settlement: I do not want this company to bill me for anything. I want them to get out of my computer and leave me alone. I did not tell him to do the trouble shooting I told him I did not have the money.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. We would like to make this point clear that iYogi is one of the leading remote tech support providers in the world. We carry out our business in the most ethical way possible. We do not charge our customers without getting their authorization and we cannot access their computers without their approval. The customer was pitched for a subscription sale by the tech. She refused and hence the case was closed then and there. We respect the customer's decision and move on. Hope this clears any doubts that the customer had regarding us. She does not need to worry about anything.


Thanks


Regards

************

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received notice about multiple fraudulent charges against my debit card. Three of these charges were online purchases to this company. These transactions were made within the last 2 days. I called ###-###-#### and a rep refused to stop the purchase and delivery process, even after I explained that these were fraudulent charges and purchases. The lack of concern or willingness to assist leads me to believe this company may be involved in these type of fraudulent business practices The only thing I received from this company was a reference # **********. I would question whether this # is valid and worth anything. There was no other help forthcoming.

Desired Settlement: To make these fraudulent charges go away and see the money back in my bank account. I am in the process of dealing w/ my bank and trying to recoup the $ 513.97 worth of charges, two separate charges of $ 254.99 and $ 258.98

Business Response: Dear
***,

The refund for the said amounts has now been processed.

Thanks
Regards

iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,
***********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I turned on my computer and found that I had AVG installed on it. I called the service number and told them that I didn't order their product and that I wanted it removed. The service *** then went through my computer and told me that I had a lot of issues that needed to be resolved. I told the service *** that the only issue I wanted resolved was the presence of AVG on my computer. Then the service *** told me that the only way that the program could be removed was by paying a one time service fee and all my computer issues would be resolved. I terminated the conversation. Two days later I again called the service line and got another ***. This time I was very specific. I told him I didn't want to buy anything, that all I wanted was the AVG program off my computer. He said 'No problem, he could do that." So after about 30 minutes of this and that, him taking over my computer, running diagnostics, etc., "You have some really bad issues that need to be resolved.", to which I again said that the issue I wanted resolved was the presence of AVG on my computer, that I didn't download it, I didn't even know it existed until it appeared on my computer screen, and I wanted it gone. "Well, you really need to get a one year subscription so we can give you ***h support and do all the wonderful things that need to be done." At that point I asked him if he remembered why I called. He said he did. I asked if he would remove the program. He said there would be a one time charge to do that. I asked to speak to a supervisor. He said sure, one would be with me in two minutes. I waited until the line went dead. A few minutes later, I noticed that the mouse curser was wandering around the page and then my computer turned itself off, then on again. Now it will only boot up in the safe mode. I need my computer for my business. Now I'm going to be out about $100 and several hours of what should have been productive time when I take it to the computer repair shop to get this mess straightened out. This is a classic case of Malware hijacking a computer and demanding a ransom.

Desired Settlement: Compensation for having a third party remove the unwanted program from my computer. Reasonable compensation for the unproductive time spent with the *** support/sales people, and having to take the computer to and from the repair facility.

Business Response: Dear BBB.

We apologize for any inconvenience caused to the customer. We take feedback seriously and would like to investigate this matter. The customer was not charged anything so there is no case of a refund here. If the customer wishes to speak to a CS supervisor he can do so by calling toll free **** *** *****

Thanks

Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I had to wipe my hard drive. I lost a lot of valuable information. Then I had to spend half a day reloading software.
Although I did not purchase the company's program, somehow it wormed itself into my computer.

I do not feel the company is blameless for injury to my computer, or my loss of time. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****************




 

Business Response: Dear BBB,

I think this case is very clear. It's unfortunate that the costumer's computer didn't function to it's best afterwards , however no malicious activity was performed by our ***hs, we can confirm that. Hope the computer starts performing better and the customer does not have to reach any ***h support for help. We hope this case gets closed now.

Thanks

Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]This is going nowhere.
Complaint is unresolved.
The End

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******************




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called Apple Support for a simple question regarding FaceTime. Was transferred to tech support, *****, (in India), thinking it was still Apple. After explaining our problem the tech said he needed to access our phone through our computer. Did all the connections. Tech said both iPhone and iMac was running extremely slow (iPhone5 approx. 8 mo old. 27" iMac desktop approx. 15 mo old.) Tech asked if we have ever optimized. Said no. Asked tech to teach me how to optimized. He assured me there was no need to learn because this support will do it for us. After showing me a really scary screen with crying eyes he indicated I had apprx. 650,000 bad files needing to be cleaned up. Assured me it could be done but needed tech 2 support to do it. Transferred me, but instead of tech 2 a sales person, *** (****** speaking again), came on the phone telling me I would have to purchase a contract to accomplish the optimizing. I thought I was still in with Apple Support and now I find out that I'm talking with iYogi Technical Support. At this time, I'm still confident in Apple and believed whoever they choose for supporting their wonderful products would be good. Surprised in the packages given and in the high pressure sale tactics. $499.99 for 2 years covering all the products in my home and my children's homes covered (verified that two times.) Or $799.99 for 3 years. Again,verified that all my technical products (computers, phones, printers, etc.) would be covered. I have an iMac desktop, iPad mini, iPhone5, iBookPro, and and Windows PC (all given to us by our children). Was told PC was covered too. All concerns covered..maybe not such a bad deal? All talk was directed to computers, and FaceTime wasn't even address until the end when I asked again. Told salesperson that I am on a limited income and couldn't afford much. No lesser program was presented. Because I am old and not techy, I felt pressured to purchase the $499.99. After purchase transferred to tech 2 ,******** (****** again). Now she tried to sell me an optimizing app. for approx. $90-$100. I believed I had just purchased their optimizing support and declined this App. Sales pressure was great and I kept begging her to accept my decline. Said I couldn't possibly afford any more. She went into the Mac which was still connect to the phone and completed the optimizing, but only after a ridiculous amount of sales pressure and I'm starting to get frustrated. Asked to have my Windows PC optimized. Was transferred to Windows tech, Harshi. Again was an ****** speaking lady. They were all hard to understand, spoke very rapidly and wouldn't stop trying to pressure even when asked to "Please don't asked me again." Tech for PC tried to sell me optimizing app for PC. I said, "NO." She tried selling me an anti-virus program. Said repeatedly, "No, no, no." SHE CONTINUED PERSISTING. I CONTINUED SAYING NO. My PC was approx. 5 years old and I had never picked-up a virus. Finally she optimized my PC. After the two were completed, I checked my email to view my contract with iYogi. I was only give support for 3 items. Called iYogi and explained that I was told I would get support for all my products and my family's also. They finally agreed to include all 5 of my items but said my family wasn't included. I start getting really concerned with what I had just purchased. Asked customer service lady to send me another invoice stating what I would get. Never received it. Beginning to believe I made a big mistake. Went to bed and couldn't sleep. Now really believed I had made a mistake in using iYogi. After mid-night called customer service back and asked to cancel the program. High pressure again to continue. I kept saying "Please, Please, Please, just cancel the program. Finally, myself totally exhausted after all the sales pressure, she cancelled the program, but said she could only give me back $320 and would charge me $!80 for the service already provided. I felt that was fair because I had used their service. Felt much better. Woke up next morning and went to use my PC. Opened the internet to do research and within a minute a Law of Loyalty to the People page took over my computer. At first didn't know what it was. I had never experienced a virus before. Went to my iPad and looked up Lay of Loyalty finding it to be a bad virus. NOW HERE IS WHEN I BECOME VERY, VERY UPSET AND I BELIEVE I HAVE BEEN SCAMMED BY iYogi Technical Support. When not accepting the techs sales pitches, I felt they weren't very happy about it. Now, I have a virus in my PC and I can't function at all with it. How am I not to believe that when the tech who was optimizing my PC as she was going all over the place didn't do something to it allowing a virus to infect it. After all, she didn't know that I was going to cancel the program and now I would have to call them back to clear up the virus which of course should make be fearful that it would happen again and now I would be compelled to purchase their anti-virus program. How clever of them. I have no doubt that she compromised my system in some way. Sent off an email to iYogi explaining my new discovery and asked for a full refund of $499.99. Felt they had not been honorable. Received reply back stating they had received my request and would get back with me within 12-24 hours. That was 3 days ago and still haven't heard back. Sent an email to them each day. Finally, today called them at the customer service ####-###-####. Spoke with a Hush in India. Asked for a US contact but wasn't given one. Assured by Hush that they are the best in the world and take care of all the customers. Told him my problem. He verified the refund of $320.00. Told him I wanted full refund because now I have to pay someone else to clean up the virus. Hush said there wasn't any thing to be done because I wasn't a customer now. Asked if they could go in and clean this virus up. He said no. He assured me that their techs were the best in the world and wouldn't do anything to deliberately ruin a system. I said you mean your techs are 100% error free. He said 1 out of 100 may make a mistake. I wonder how many calls they get a day? Told him I was going to report him to the BBB and to Apple. He went and talked with his supervisor. Came back on and said he could give me a 1 years anti-virus program free. I asked him if they would clean the virus off my PC. He went off line for a few minutes and when he came back on he said that they can't do anything for me because I am not a customer any longer. I said back to him, "you say you are the best in the world, and one minute you tell me you will help me, and the next you say you can't." I ended hanging up. PS: Haven't had any noticeable problems with the iMac, yet?, but it also doesn't seem to run any faster. Was it really infected like they said?

Desired Settlement: I would have had no ill feelings if my PC which iYogi was suppose to only optimize was working correctly. If I had ever had any virus problems previously to their working on it, I wouldn't be complaining now. I believe a person is due his wages for his hire. However, because I was so highly pressured to purchase their products, because they spoke so quickly and in such a hard to understand English, and because what I asked them to repeat making sure I heard it correctly and then the contract said differently, I am asking for a full refund of $499.99. I need the money so I can have someone here in the states take the virus off my computer. I am a retired woman receiving only $705 per month on SS. My husband is disabled. I am not techy and I can't remove the virus without good professional help. Please, Please, Please, help me to regain my confidence in APPLE Support once again. Oh, by the way, when I was finished I asked about my FaceTime problem...they said they refreshed it. Wow! Such a simple fix!

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With regards to this case , the customer had already contacted our Customer Service representative for the cancellation of the services. The refund was initiated whilst she was on the call. She was detailed about the refund procedure as well. It normally takes around 5-7 business days for the money to show up in the account. We do apologize for any inconvenience caused though.


Thank you


Regards

****** ******** **** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]. Thank you for your response.  I agree that a refund of $380 was given at the time I cancelled the contract.  However, I didn't know my Windows PC had been damaged until the next day when I opened the internet and a virus infected it.  Please read my complete complaint and refund my full amount of $499.99.  I believe my request is fair because my PC is damaged and I have to hire another source to fix it for me.  As you know, professionals don't come cheap.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: Dear ***,


Thanks for notifying us of the customer's response. This remaining amount was deducted by the customer service rep off of the refund amount as a one time deduction after receiving the customer's permission. We have still gone ahead and initiated a refund of the remaining $179.99. The customer will receive the money in the next few days. We do apologize for any inconvenience caused though. In case of any refund related queries the customer can reach us on our toll free CS no **** *** *****

Thank you


Regards
*** ***** 

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** *****


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted with iYogi to do a more in-depth maintenance and cleaning of my 8 year old computer than I could do. Before I used their services, the only problem with it was that it was old and slow but worked perfectly fine. As soon as they started working on it (it will take 20 minutes, turned into 4 hours and me being 2 hours late for work) there were problems with my computer. Problems they could not fix. Until it finally gave me the "blue screen of death". On that call, when they could not fix it, I told them to discontinue my service. That hasn't happened. That was over a year ago. And now they refuse to stop calling me. 21 calls in March and 7 so far this April. I have called, unable to get a hold of anyone in person, left a very upset message telling them to never call me again. That stopped the calls for a week and they have started up again. I have filed two Naitonal No Call list complaints, and tonight have also filed a complaint with the Oregon Attorney General's Office. I tried calling three times today and could not even leave another voice mail. I've even emailed them asking for them to stop contacting me.

Desired Settlement: While I would, of course, like the $400 plus dollars that I wasted on them plus lost computer. I would settle for them never calling me again.

Business Response: Dear BBB,


Thanks for notifying us of this complaint. With regards to this we would first of all like to apologize to ********** for the inconvenience caused to her. I believe we were trying to help her with the computer problem but having said that excessive calling is something we should have kept a check on. So, we have gone ahead and added the customer's details to our DNC ( Do Not Call ) list which will ensure that she doesn't receive anymore unwanted calls from our end. We have also sent her an email confirming the same. Secondly ********** can always call us back and ask for the expert level techs ( the one's which are above the frontline one's in terms of skills) and get any sort of computer issue fixed by them. We will be more than happy to assist her.


Thank you 


Regards*
****************

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 satisfactory to me and the matter has been resolved.

Sincerely,

************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My webroot security software expired and wanted to down load Norton anti virus instead of webroot so i needed a webroot removal tool so i Googled "free webroot removal tool" and this company popped up called Iyogi, so I called them and they said yes they can remove webroot for me but they would have to run a scan to see if anything else needed to be removed for Norton to run without conflict so i said ok, and they ran a scan and said there was a lot of issues and that they could fix all the issues and give me there anti virus software and make my computer run like new and keep it that way running like new for one year for $199, so i agreed, it sounded like a good deal, so they took over my computer and worked on it for hours deleteing a bunch of stuff but they also deleted my AOL which i use constantly and they deleted my ***** **** which is my phone fax which i just paid $50 for, so I lost all my business contact in my AOL tool bar which I can never find again, but they deleted things that make my computer run right, this computer is only one year old and ran fine, all I was trying to do was put differant anti virus software on it but after Iyogi got done and after several atempts to fix it over several days my computer is no longer usable, they destroyed my computer, I can't check or open emails, I can't get on my own business website, I can't get on other web sites that I use to make money, this computer is no good anymore, they refunded my money because they couldn't fix it like they said they could and they are the ones who broke it,, it ran fine until they messed with it, so I called to tell them that they needed to replace my computer and they refused, I am losing money every day by not being able to work from my computer, one sale could cost me $10,000, a new computer is going to cost $600. Bottom line they damaged my computer until it was not usable when it ran fine before they touched it, I am losing thousands of dollars from there negligence and they need to pay for it.

Desired Settlement: Its going to cost $600 to replace my damaged computer, I want my $600.

Business Response: Dear ***,

 
Thank you for notifying us of this complaint. With regards to this case we have already investigated it thoroughly after reading the complaint statement. We have a dedicated quality department who have listened to the call recordings and the interactions that took place. They have come out with a conclusion that no activity was performed on the customers computer which could have led to the non functioning of it. A logical and linear troubleshooting process was carried out and its unfortunate the customer's computer isn't working fine now , however we can't cast any blame towards any of our techs as nothing substantial was found against them. The customer had asked for the cancellation of services and a full refund of the amount he paid us. We have respected his decision of not continuing his services with us and have already processed it the refund.
 
Thanks you
 
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I have it all on video, my computer is useless after Iyogi worked on it. It ran fine until they messed with it, I only contacted them for a removal tool to switch to a new anti virus software and it ran  fine until after I yogi messed with it and now it is destroyed and I am unable to use it, it was a new computer only one year old, I am losing thoudands of dollars because of this disaster they caused on my computer, I have witnesses and I have video to proove everything I am saying. I had to disconnect my computer and trash it, it was not usable after Iyogi messed with it, there is no denying it, they broke my computer and deleted a lot of things I needed to run my business and for the computer to run right, I have video proof of everything, I gave them a chance to make good on there mistake but now they are trying to get out of it but they can't with video proof, they could have setteled for $600 but now I will hire a lawyer to file suit against them for the thousands I'm losing plus attorney's fees, Iyogi has until the end of this week to give me $600 to replace my computer or I will file suit, Iyogi can not destroy peoples computers and get away with it. VIDEO DONT LIE, PERIOD. You cant deny video.

 

 

 

 

In order for the *** to appropriately process your response, you MUST answer the question above.


Sincerely,

***************




 

Business Response: Dear *****,

Thanks for notifying us again. We believe we have had enough discussions on this case internally as well as with the customer. We have offered all sorts of options to the customer in order to bring this to a close. We have gone well beyond our policies in order to resolve this. Even refunded the complete amount the customer had paid us, however we have had no support or co-operation from the customer's end. At the end of the day we want to help him but we can only help if he gives us a chance to do so. Please consider this as our final reply on this case and we sincerely request you to close it.

Thanks


***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]This company is a rip off and many *** complaint as well as ripoofreport.com, they destroyed my computer to where it didn't work anymore, I couldn't check my email or get on web sites for my business, they left me with out a computer to use, I had to disconnect my computer and use someone elses computer until I bought a new one, the computer they destroyed was only 1 year old, I have lost thousands of dollars due to them destroying my computer and still offered them to pay only for my computer to be replaced, they let this drag on for over a month and wanted me to disconnect my computer that i was using and hook my destroyed computer back up so they can try to fix it again after they have already tried for hours to fix it and they just made it worse, now I am filing a law suit for not only my damaged computer but for the thousand of dollars I lost plus my time, these people have wasted hours of my time and they destroyed a perfectly fine computer and now all this harrassment, these people don't care less how bad they hurt people financially, this company needs to quit doing business in the USA, we don't want them and we don't need them ripping people off and destroying they computers and there way of making a living. ANYONE THAT DOES BUSINESS WITH IYOGI IS JUST ASKING FOR TROUBLE, THIS COMPANY NEEDS THERE LISENCE TAKEN AWAY FOR DOING BUSINESS. My Attorney is also writing the US Attorney generals office to investigate all these complaints. These are ******** to hurt people like this and a scam. These companies should not be allowed to do business. They have done nothing to satify me. They have hurt me, they hurt my business. They deserve an F rating with the ***

 

 

 

 

In order for the *** to appropriately process your response, you MUST answer the question above.


Sincerely,

**********************




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: iYogi sells computer clean up/protection plans. On August 2013, they sold such a plan to me for $224.99 for a TWO (2) year plan Soon thereafter, they started calling me at all times, pushing me to purchase and additional "optimizer" plan for another $300. I complained about this to iYogi via Facebook (see attachment). Soon there after, I called in to cancel because their "clean up plan" never worked, but they would not cancel or refund or help me. My account was and IS SUSPENDED since then. I filed a dispute w my credit card company on Nov **,2013. At first the cc company granted me a credit, then it contacted iYogi (who said I DID owe them money) and they RE-CHARGED me for $224.99 on Jan **, 2014. Ever since I first filed a dispute against iYogi, they suspended my account. They will neither refund me nor help me get my account working! They keep telling me I have to PAY AGAIN! I paid $224.99 for nothing! I cannot just give away over $200 so I want my money refunded in full - iYogi needs to be held accountable for defrauding me into buying a computer plan that I've never been able to use.

Desired Settlement: I want my money refunded in full = $224.99 because iYogi is a deceptive company that uses predatory and fraudulent selling practices and then doesn't deliver! They want to swindle me out of $224.99 but I will fight this to the end.I don't want to ever have anything to do with iYogi.

Business Response: Dear BBB,

Thanks for notifying. Currently we are looking into this case. We are getting it checked internally and will get back to the customer once we have any sort of an update.

Thanks

Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

iYogi is requesting additional time to resolve my complaint but did not specify the expected amount of time. This matter has been ongoing for too long, and I need iYogi to reply and resolve this matter as soon as possible.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *********




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


iYogi insists on giving VAGUE answers, and specific answers are needed by now. They have had enough time to et this matter resolved, yet they continue to provide vagueinformation. WHEN is account going to be reactivated, give a specific DATE. Who will be the point of contact person? Who should I address my inquiries to and phone number? HOW will account be reactivated? Specifics, please. From WHEN to WHEN?                                                                                                                                                                                                                                                      
As you can see, there are too many questions left unanswered in order for me to accept this businesses' response to this major problem. If reply is not received with DETAILED SPECIFICS and IN WRTING, I will not accept it, and will proceed to escalate this problem with the proper authorities in New York after this case closes. 
 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *********




 

Business Response: Dear BBB,

As discussed with her on **, she have paid for a complete two year of tech support on your computer with us. The subscription with us expires on 08/**/2015 and nobody from iYogi is going to ask you to pay anything again. Every software related problem on her computer and the peripherals connected to it will be taken care by our techs. There is no limit to the calls. She can reach us by calling on our Toll free no **** *** ****. She can also call us on our Customer service no **** *** ****. Our official email address is ************************* .

Additionally, we have now gone ahead and given her a free 6 months of extension on your services with us to make up for the lost time. So the new service expiration date will be 02/**/2016 . Thanks, Regards.

Sincerely

ART
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted I Yogi to do periodic servicing on my computer on an as needed basis. During this period they have sold me approximately $500.00 in computer software claiming that the software would resolve the issue I was having with my computer. This was over a period of 2 months. Night before last I called them because my computer was running very slow and I had just purchased Windows 8 from them and they assisted in download. While the technician was doing the so called remote servicing my computer completely crashed. Then they asked me to purchase more software to resolve the issue. Well, they managed to get at least $500.00 out of me in the last month and a half. Then, they were rude to me and they crashed my computer so I want my money back. They ignored that and had the nerve to ask me for money to repair my computer that they had broken. They told me I needed a new keyboard that they would sell to me and put it in the mail. If they could sell me a computer and put it in the mail, they would have. Well, after all this money has already been taken off of me I finally wised up. I borrowed a working keyboard from my daughter and set it up and it did not fix the problem, that was because there was nothing wrong with my keyboard. It was the computer drive that crashed. They just wanted to take me for every bit of money they could. During my service agreement with them they always tried to sell me something, Every single time. Well, I found a new technician, and I am hoping he can repair my 2 yr. old computer, but I want my money back. Sometimes I can't believe how obvious these company's are about outright stealing from their customers. I bet they are paid according to how much they sell.

Desired Settlement: I want a refund.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we managed to get in touch with ********** and discussed this case at length with her. She was very co-operative and patient over the call. After discussing a lot things we finally came to a conclusion wherein we will be providing her with an extra free six months of of tech support with us. We also will be providing her with a complete refund of the amount that she paid for the Windows 8 disc. *** ******* would ship the disc back to us and upon receiving the product, a complete refund of the amount $164.99 will be processed into her account. We apologize for any inconvenience caused to her in the past and will try our best in serving her better in the future.
 
We thank you everyone involved in bringing this case to a close.
 
Regards
Active Response Team
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Even though I have been contacted by a gentleman by the name of ****** from IYogi, he has only offered to give me a refund on my Windows 8.  I just can't accept this because of so many software programs are lost because of their technicians.  I have attached for you review the Removed apps list I obtained from my computer.  All of these Apps are now gone and I have to pay for them all over again.  I thank you for helping me with this compaint.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#*******, and have determined that my complaint has NOT been resolved because:

Tracking number for the Windows 8 software is ****************** which I sent on 03/**/2014.  Please notify IYogI so they can find the package.  I mailed from the UPS Store #****.
As of this date I have not received my refund for the Windows 8 software.  Even though they claim to have not received it, I have been sending packages from the UPS store for over 2 years. 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
****** *******  

Business Response: Dear BBB,

Thanks for notifying us again. We can confirm that the products have been received by us and we have now processed the refund of $164.99 as discussed with the customer over the phone a few days ago. The money will get credited into the same account which was used at the time of paying and it's going to take about 5-7 working days for it to show up. We are sorry for any inconvenience caused though.

Thank you

Regards
Customer Service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Without my authorization this company charged my debit card $249.99. On contacting this company they did not credit my account as I had asked and instead said the it would take up to ten days.

Desired Settlement: To credit my card asap. They took money, now they need to repay now. Not later

Business Response: Dear ***,

The refund for the said amount has already been processed. We got it checked. It takes about a week for the money to get credited. Request the customer the get it checked with his bank. 

Thanks

Regards
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Telephone Iyogi thinking it was Norton antivirus , so they could help me install the norton's system to my laptop. They wanted to connect remotely to my computer to install sys. They stated the could not fix the problem and it would cost me$199. For a highly trained tech to fix it. I informed he I could not afford to do this at this time. After we disconnected, I could not longer connect to the internet. Since then call Norton and I-Yogi and have not been able to solve the problem.

Desired Settlement: To be able to connect to my wireless network

Business Response: Dear ***,

We are sorry for any inconvenience caused to the customer. We request the customer to call us on our toll free no ******* to get the matters sorted out and seek technical assistance.

Thanks

Regards

****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: iYogi double billed me 179.99, once on the **of March 2014 and once again on the **of March 2014. These charges were made to my American Express card. They sent a partial refund of one charge; however, the refund was only 169.98, still $10.01 less than the overcharge. When I tried to contact iYogi about the charges, they told me to print out a copy of the charges and email the copy to them, which I did. They then stated in an email reply that the billing was correct. When I called them back, they said that they would not accept my documentation because it was sent in Word format and not as a PDF. It seems they are giving me the run-around.

Desired Settlement: I want an additional refund of $10.01 on my American Express card. This problem has already taken up at least 3 hours of my time.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I try to install Norton Anti-virus, which free through my cable/internet provider. My computer was infected. Somehow I ended up talking to an iYogi rep, it may have been thru a pop-up. I gave iYogi access to my computer. They said they fix my computer, I got a confirmation email that I paid $169.99 for the fix. But I got charged $199.99. I agreed to $199.99 but I didn't agree to buying two different things. I got another email saying I purchased a Total Defense. After I got this email I saw the iYogi rep go into my change something on my Total Defense email. I didn't order Total Defense. My Total Defense email says it cost me $0.00. But what really gets me is the iYogi said/implied they work for/ or were a subcontractor with Norton Anti-virus. I still have pop-ups, not as many but I still have some. Very shady, I feel I got hood-winked, ripped-off. Then I tried to contact them, by them calling me back and via chat, they never called back and never chatted with me. I uninstalled their program. iYogi is shady, devious, disingenuous and shifty outfit.

Desired Settlement: I want to get my money back. I was mislead.

Business Response: Dear BBB,

Thanks for notifying us of this complaint. With regards to this we got in touch with ******** and discussed with him at length. We have gone ahead and initiated the refund formalities for the Total Defense charge. The money will get credited into the customer's account in the next 5-7 working days. We have notified him about the same.

Thank you


Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My HP Laptop ( under warranty ) Display was not working and i ******* for HP Laptop Support. ****** ****** results were a lot of searches giving out HP Technical Support Phone number ###-###-#### . When you call the toll free the person answers and "Makes you believe" they are HP tech support. They ask details for product serial number , purchase store name, purchase date etc all the while pretending to be HP support. Then they will pretend to give some instructions to diagnose the problem and then will tell me that My laptop display needs a technician visit to be fixed. They then inform me Warranty dosent cover labor and the cost of the support will be $169.99 . ( but my credit card got charged a FOREGIN TRANSACTION FEE in additon to the $169.99 because the charge was from Netherlands and not USA. When i tell them i want to think about it and will call back in a couple of days, they will use all high pressure sales pitch to make me buy the service . Now they inform me that i have to pay $76 more for the monitor screen to get it fixed. I dont need a technician to come to my house to tell me i need to replace a monitor screen. I can take it to a local repair shop and get it fixed for $30. This company is a scam. They are abusing ****** advertising to make us believe they are HP technical support.

Desired Settlement: I intended to call HP support and i never intended to call or get support from iyogi. I want my money refunded back to my credit card.

Business Response: Dear BBB,

Thank you for notifying us of this complaint. With regards to this case we have gone ahead and already refunded the complete amount the customer had paid us. The refund was processed yesterday i.e 03/**/14 . It takes about 5-7 working days for the money to get credited into the same account through which it was paid. 
We apologize for any inconvenience caused.

Thanks

Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am representing my client, *** ****. My client purchased a copy of Microsoft Office 2013 Home & Business from iYogi in December, 2013. However, upon opening the installed software, the following message appears: "This copy of Microsoft Office is not activated. This copy of Microsoft Office is designed for corporate or institutional customers. Connect your computer to your corporate network to complete activation. Your system administrator can help. If this software was not purchased for corporate or institutional use, it may be counterfeit. Using counterfeit software exposes your computer and data to increased security risks, including viruses." It is apparent that the Office software or the key to the Office software provided by iYogi is not intended for personal use, but instead designed for corporate and institutional customers, that is members of a specific organization or institution. This leads me to believe that the key/software sold by iYogi is a volume license key/software and not a single, personal-use key/software. This practice of reselling a volume license key/software is illegal and no customer should expect to purchase such a key/software. My client should have been sold a single, personal-use key.

Desired Settlement: iYogi refunds the charge made for the purchase of the aforementioned software.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. We would request ****** to provide us with the customer details sot that we can pull up her account and look into it.
 
Thanks
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been Iyogi for several years, purchasing and renewing subscriptions plans which are to include Live Herlp/PC Optimization/ Home Network Manager. It seems service is getting worse as time goes on. Emails are not answered. The Iyogi dock which is suppose to provide Live Help through a live chat session has not functioned in almost a year. The last call I made last week the service tech even said it was on their end and would be fixed in a few days. That was one reason i stayed with them as it is my preferred choice to do live chat then stay on the phone for hours. I have spoken with "***********' who you can tell by their "scripted" response are truly pay attention to your problem. Several times throughout the years I have had to callback as the tech did not fix the issue but made it worse. Now they keep pushing sales of products instead of fixing the computer issue. As mentioned dI have been with them for at least 4 years and I foolishly believed the service would remain as good as when I started. At one point I was directed to contact the "active response team" - they did nothing. Every time I have had to deal with them I get a headache! I paid $169 for each if the first two years but this last time I renewed on March *** 2013 for 2 years for the amount of $224.99 and since the service since that activation date has been way below par I would like a refund!

Desired Settlement: As mentioned since I have had no cooperation form Iyogi on any level of supposed management to obtain what I paid for I would like a full refund of $224.99. So I may take my computer and have the issues resolved elsewhere!

Business Response: Dear BBB,

 
Thanks for notifying us of this complaint. As requested by the customer we have gone ahead and processed a refund of $224.99 from our end. The money will automatically get credited into the same account through which the customer paid it in the next 5-7 working days. We apologize for the inconvenience caused and hope this settles it. We request you to close the case now.
 
Thank You
 
Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I own two computers, one is a Toshiba laptop that I have had for 4 years and the other is an E Machines Desktop that I have had for 7 years. Both computers where working extremely well up until one night in August 2013 when I started to notice my Laptop was running a little slower than normal. So I contacted Iyogi Technical Support and I let an Iyogi Technician take control of my laptop computer to identify what the problem was. The technician then proceeded to tell me that my computer was running slow due to a virus and that he needed to service my laptop by FIRST cleaning off my laptop and then installing an anti virus protector. The technician also asked me did I own any other computer besides the laptop and I told him yes and informed him about my desktop. He then suggested he should service both computers because they where connected to the same internet modem and that because he detected a virus on one computer that it could have possibly spread to the other computer. (Now i had only witnessed my laptop running slower than normal but my desktop was fine). But I agreed to let him service both computers because after all I thought hey he's the expert he must know best! So I paid for the service. Hours went by and he was finally finished cleaning off my laptop and installing the anti virus. My laptop was back up and running perfectly fine but he then told me his shift was ending and that he would have a technician call me tomorrow and do the same for my desktop. The next day I received a call from a ****** technician. She went over my account notes and told me she would be finishing up the job by servicing my desktop. I noticed immediately she was very impatient, talking fast, and acting as if she was in a hurry to complete this process. She told me she needed to take control of my computer so that she could go ahead and install the anti virus ONLY on my desktop. I then told her the technician I spoke with the day before SPECIFICALLY told me that my computer needed to be cleaned off FIRST before he could install the anti virus. she then responded back to me with a bothered some attitude saying "no I don't have to do it that way that's what the anti virus is for" I then said to myself ok she must know what she's talking about since she's the expert right? Wrong!! After installing the anti virus she asked me to restart my computer, and i did and this is where I faced the problem. Once i restarted my computer it loaded up to a "black screen" and I could not complete the process of logging into my computer to get to the start screen at all. I informed her what was happening and she then proceeded to try and preform certain tasks to get my computer to work again. After all attempts failed she then transferred me to several technician who all tried those same tasks and again "all of the attempts failed." They then told me i would receive a call back the following day and I experienced the same process of being transferred from one rep to another and them preforming the same tasks to try and fix my computer and all attempts failed. This occurred for over 4 months. Over those 4 months of my issue being unresolved I finally grew impatient with iyogi poor customer service. so when I was transferred to the next tech i asked to be connected to a "**********" who told me that I have 2 options. Options: 1. Get a reinstallation CD from the manufacturer - (The computer is 7 years old and out of warranty) 2. BUY Windows 8 for $137.99 (I did not think that was the right way to go because I did not break my Laptop, THEY DID so I wasn't understanding why i had to pay to fix something I didn't break to begin with) I had a lot stored on it and I had no desire of dropping anymore money into it. I told this to the Iyogi **********, who insisted paying money was the only way that I could fix my computer. I debated with him for an hour, told him im not paying, but you guys need to fix this issue. I have NEVER had any problem with my desktop prior to calling iyogi and that their technician is the one who suggested working on it to begin with and performed a task that damaged it. He insisted that it could be fixed if i paid money and bought their windows 8 product. I then told him I felt they were fully responsible for this matter and insisted they provide the windows 8 product to resolve this ongoing issue. I informed him how inconvenient and time consuming this whole matter has been to me. Not to mention the distress I had experienced from iyogi technician departments unprofessionalism! I told him over that 4 month period of time I had been hung up on, treated with disrespect, been promised that my computer would be fixed and it wasn't, my feelings have been treated with disregard, and i have been left completely unsatisfied. My computer is invaluable! It has been in my family for years and was passed down to me after my twin brother passed away! It has SENTIMENTAL PHOTOS AND VIDEOS of him and I, ALL MY MUSIC, COLLEGE SCHOOLWORK, BUSINESS INVOICES AND TAX INFORMATION. My only wish is that iyogi provide the windows 8 desk to fix my computer back to they way it was before their technician broke it. My computer has been sitting in my office for over 4 months with a black screen. I just want to enjoy it again and be able to access my files again. I ask that you empathize with my situation and help me to resolve this issue!

Desired Settlement: I would like iyogi to be held fully responsible for damaging my desktop. I am asking that this ongoing issue be resolved as soon as possible.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this we just now had a word with *** *****. She has agreed for a scheduled callback from our expert level techs in order to get it fixed. We will try our best to get it resolved, if not we will then weigh up other options to bring this to a close. We will keep you posted.
 
Thanks
 
Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I was contacted by iyogi last week and was told that they agree they are 100% at fault for the condition my computer has been left in (total black screen) and I was promised they were investigating my case to find a solution to fix it. Since then I have been receiving phone calls from "call center agents" that have no clue about what's going on with my case. I have been having to explain my entire situation to one representative after another. I have been informed that my case notes haven't been updated and that they had no clue I had even filed a complaint against them. Every time I request to speak with a ********** there is never one available. There is a lot of miscommunication going on with iyogi and I find this to be very disturbing. This has been going on for 5 months now and I don't feel like they are doing anything on their end to fix my computer. Their call center representatives keeps insisting I buy windows 7 to fix my computer and I have mention before I don't feel I should have to pay to fix something I didn't break to begin with. I don't understand if they have found a solution to fix my computer why are they not doing so (windows disc) I am hoping you can please step in to finally bring this matter to a close. I just want them to be held liable for breaking my invaluable computer. I have been completely left unsatisfied with iyogi products and services. They are very unprofessional! (miscommunication, not focused on their customers problems and service requests, their not identifying any solutions to fix this ongoing issue, very time consuming, they're making promises that they're not keeping and they're not empathizing with my situation at all! (this is completely unacceptable) I have been very patient throughout this whole matter but I am starting to become tired of the same old thing with them (giving me a call  back, promising me they're investigating my case and doing everything they can to fix my computer)

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I have not been contacted by this company with any solution towards fixing this issue! 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

Chala Starks




 

Business Response: Dear BBB,

 
We would like to set the record straight here and inform you that the expert level techs were able to get in touch with this customer and help her out with the problem. Not only that they also followed up the next day to make sure that the computer is working fine. No promise of any disc to be sent was made to the customer. We had our best techs work on this problem and resolve it. We have already gone over and beyond our policies to close this case. The customer is not cooperating as far as the responses are concerned. Please consider this as closed.
 
Thanks
 
Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Nov **, 2013, I contacted IYOGI via chat to perform routine maintenance on my computer. During the process, something went wrong and my computer was placed in a safe mode status and a cryptic note was received by their tech indicating my computer had a virus. The service tech ceased his servicing. I then spent the next several hours trying to take my computer out of safe mode. Finally, after some help from AT&T they were eventually able to take it out of safe mode and were able to fix the problem which was not tied to a virus. A couple of days later, I got a call from an IYOGI tech inquiring about my experience with them. I told him I was very dissatisfied and wanted my money back of $199.99 I had paid for my annual service contract for my two computers as I now was under contract with AT&T for servicing and they were able to resolve my issue. He apologized and asked if they could have a second chance. I said no. He then told me a full refund that I requested would be sent me in 30 days. Mid December came and went and still no refund. A further request for the refund was made in December and has still been ignored. I was just six days into my service contract renewal and it is due to expire 11/**/14. I want my full refund back for my efforts

Desired Settlement: I want a full refund of my service contract for the period of 11/**/13 - 11/**/14 which was $199.99.

Business Response: Dear BBB,

 
Thanks for notifying us of this complaint. With regards to this we had a word with *********** . After a lengthy discussion we came to a consensus and have decided to send him a refund check of $150 to his mailing address. The check will be dispatched in the coming few days and would take about 8-10 working days to get delivered.
 
Thank you
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Problems with Product/Service | Complaint Details Unavailable
3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had I yogi Clean My Computer by this company ,They took a Payment of $ 300,00 I was sure They were a good Company days Later My Computer was running slow froze on me Pages all Mixed up so I called The geek squad and They told me my Computer was Been Hi Jacked By This company w/ the extra Things They added Geek squad Told me This company carried Virus and I did have over 20 of them Geek Fixed my Computer for $49.00 I want my $ 300.00 back and This company should NOT have The BBB sign on it Thanks ********

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case we managed to get in touch with *********** and discussed it with her. The customer has been wrongly informed by the Geek Squad techs that there is some sort of a malicious software been placed by us in the system. We categorically reject this statement from them. This is nothing but an attempt to defame us and our business. iYogi is one of the leading remote tech support providers in the World. We serve more than 3 Million customers. We possess a BBB rating of A and we would do absolutely nothing which would harm or jeopardize our business. We would have understood the customer's disappointment if it was a case of her being mistreated by us, however here is a situation where we have some third party techs trying to claim something which is totally baseless. We would sincerely request the customer to trust us as she did when she subscribed for the services. She has paid for an unlimited tech support with us for the next three years. It means we would be fixing all the software related problems on her computer 24 hours a day, 7 days a week for the next 3 years. She doesn't have to hire incident based third party techs to get it done. Besides it is going to cost her a lot more because for each incident they would charge her a reasonable amount which would add up to a lot during the course of the three years.
 
*********** is a valuable customer of iYogi who has put her faith in us for fixing the problems on her computer. We assure her that her faith and trust would be repaid by us by providing her with the best possible tech support. That's all we have got to say.
 
Thank You
 
Regards
Active Response Team
iYogi
 

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 satisfactory to me and the matter has been resolved.No Its  not Solved  Thanks

Sincerely,

******** *******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I used iYogi 2 years ago when my computer crashed. I signed up for their 1-year plan. After that expired, they continuously called me on my home phone and cell phone and emailed me. Just this past week, they have called me at least 4 times, 2x before 8am! I have repeatedly asked them to stop calling me, but the harassment continues. This morning the guy told me he didn't speak English!

Desired Settlement: I want the harassing calls, or any calls, from iYogi to stop! I do not need their services nor will ever need their services in the future.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case, we would sincerely like to apologize to the customer for the inconvenience caused. This is certainly not the type of customer service we strive to deliver. This will be investigated internally. In the meanwhile we have added the customer's details to our DNC ( Do Not Call ) list which will ensure that he doesn't receive anymore calls from our end. We have also sent him an email notifying about the action taken.
 
Thanks
 
Regards
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,
***** *****



 

Business Response: Dear BBB,

 
Thanks for notifying us of this complaint again. We have again checked our records and found that no further calls were made to the customer's no. We assure the customer that iYogi is NOT calling him up. We won't do anything that will harm or jeopardize our business. We have a centralized calling system and when a no is added to the Do Not Call list , nobody can call that number even if he or she wishes to. Please trust us when we say it that we are not calling the customer. It's not iYogi.
 
Thank you
 
Regards
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was promised a refund as we were not happy with the service. The refund for $69.99 has not been made although I call them several time in December, January & February.

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 satisfactory to me and the matter has been resolved.  Thank you!!

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: After stopping my request for their services this company has started harassing me with phone calls from ###-###-####. I filed a complaint with the FCC. This company switched the phone number to ###-###-####. The phone message is incorrect with the information they provide. If you call the number you will not connec you with a live persont. They call at different hours of the day. They have called my home phone and within a minute call my cell phone. I have received over 30 calls from them in the last month and a half. I called their regular business number and have asked them to leave me alone and stop calling me. They haven't stopped. As far as a health problem they are waking my from my nap during the day. I am a 74yr old man and am a cancer survivor with high blood pressure. It's affecting my health as I don't get the rest I need.

Desired Settlement: Stop them from doing business in this country because of their poor business practices. It's obvious they are not from this country.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. We would like to sincerely apologize for the inconvenience caused to *** ******. We have already investigated this case and are looking into it. We have added the customer's details to our DNC ( Do Not Call ) list which will ensure that he doesn't receive anymore calls from our end.
 
Thanks
 
Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying to contact Quickbooks. Online it gives ************. I called and they said that they were Intuit's Quickbook's tech support. I was very suspicious. I got the guys name, ******* *********. He wanted to immediately get me on his iYogi to "fix" my problem - he wanted to take control of my computer. Thankfully it wouldn't go through - possibly because of malware or AVG. He was very obnoxious with me. I asked him why he couldn't just give me the instructions and he said that it would be too complicated. He tried several venues, but thankfully it didn't work. Watch out - they are DEFINITELY scammers and liars!

Desired Settlement: Get your phising off of my computer!

Business Response: Dear BBB,

 
Thank you for notifying us. We are not entirely sure whether this is a complaint regarding us or somebody else. The no mentioned in the complaint certainly doesn't belong to us and we can't pull up the customer's details from our end. So, we request *** ***** to send us her iYogi subscription details if any so that we can pull up her account and look into it.
 
Thanks
 
Regards
Customer Service Team
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I do not have a subscription with iYogi.  The iYogi representative never asked me for one.  But I did find, after hanging up with this aggressive representative, that he embedded iYogi within my computer.  I'm pretty sure that they were trying to steal my personal information off of my computer.  Thankfully I was smart enough to find it and shut it down before anything could be taken, like my bank information.

I gave you the name of the representative.  I gave you the telephone number that I called and upon calling was misleadingly told that iYogi is Quickbooks technical support.  When I realized that they were trying to scam me, I got the correct telephone number for Quickbooks and asked them. They said they NEVER heard of iYogi and therefore iYogi is NOT their technical support.

If you type into a search engine, like ****** ******, "Quickbooks telephone number," this is what you will find:

  1.  

***** **** *** ********** * **** *** **** ***** ****  *********************************** * ***** *** **** **** **** *** ********** ** ******


 IYOGI IS NOT AFFILIATED WITH QUICKBOOKS LIKE THEY TOLD ME.  THIS IS AN OUTRIGHT LIE.  THEY DID, HOWEVER, EMBED THEIR SCAMMING SPYWARE ONTO MY COMPUTER IN ORDER TO STEAL MY PERSONAL INFORMATION.  THIS IS A FEDERAL CRIME, ONE IN WHICH I WILL INVOLVE THE ATTORNEY GENERAL OF NEW YORK.

 

Sincerely,

****** *****




 

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint again. We would like to set the record straight here that iYogi is an independent remote tech support provider which is not affiliated with any third party brand or organization. Yes, we do support every possible brand and software but that doesn't make us a part of them. We clearly state this fact on all of our websites ******************** and ******************** and other customer touchpoints. The ****** link forwarded by the customer clearly states that we support Quickbooks or the issues related to it, not that we own or are being owned by them. 
 
We do take feedback very seriously though and anything of this sort brought to our notice by the customer will be looked into and investigated thoroughly. Thats what we are going to do and then action accordingly. We thank you again for bringing this incident into our notice.
 
Thanks
 
Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A year ago I purchased this company to assist with my computer problems. My service ended February *** but they will not stop calling and harassing me. I need them to stop calling all hours of the day.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. We are sorry for the inconvenience caused to the customer. The customer's details have been added to the DNC list and no calls will be made on the number from now on. We have sent an email confirming the same.
 
Thanks
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went on hp website to try and connect my printer to my computer. I was having trouble so I clicked on their "contact us" link. I was given the number to iyogi. The first person I spoke to didn't take down my information and was very rude. When I asked to speak to a manager he told me he did not have one and that i was wasting his time. He told me I was making it personal because I asked where he was located. I told him that I worked for a call center in America and that I dont know how they handle customers in India but you are not suppose to yell and be rude on the phone. I tried getting his name but he disconnected the call. I then called back and got on the phone with someone who was very nice but not helpful at all. He was more concerned with trying to sell me protection for my computer. I don't think they understood my problem or even cared to understand because their goal was just to sell me a product. If they had listened from the beginning or told me that in order for them to help me I had to purchase something I could have told them no and not spent so much time on the phone.

Desired Settlement: They need to be upfront and hp need to have better representatives working for them.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case we would first of all like to sincerely apologize to ******** for the inconvenience caused to her. This is certainly not the type of customer service we intend or encourage anyone to deliver. We believe and always strive to provide the best possible support which benefits our customers and also helps us grow as a company. We take feedback seriously and have considered this case. We have already investigated the case and will be taking action as per the company policies. We thank ******** for bringing this incident into our notice.
 
Thanks
 
Regards
******** ******* ****
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: iyogi called me and tried to sell ther products to me. Iagreed to try it said if I wasent satisfied I could get full refund.They could not get the product to install on my computer now having trouble getting refund back.They also sent a external harddrive for backup and Microsoft home and student program said if didn't want it send it back within 5 days of sigining for it. Isent it back next day after receiving it. Now they saying need a return number I asked before said just send back..

Desired Settlement: Ijust want a refund for the amount they charger me.$839.98 for subscription to service and $377.93 for products I sent back. They also added a subscription total defense.com for $29.95 that I did not authorize them to do so. Iwant that back also

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case we would like to inform you that the desired refund has been processed now and money should get credited into the account in the next few days. We sincerely apologize for any inconvenience caused.
 
Thanks
 
Regards
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My lap top was unresponsive. Called Dell support and was connected directly to iYogi. Set up a service call. Tech said hard drive needed to be reapired. I bought a new hard drive and tech came out to install. After 6 hours he left my house unable to ge the finger pad to work again. I called iYogi and compained and they sent out another technician who opened up the lap top and noticed several connections were broken. After numerous call with iYogi they finally refunded me the $169.99 tech support fee I was charged, however, they refuse to take responsibility for and fix the broken connections. iYogi support contact ****** ***** ###-###-#### told me that the mother board would need to be replaced but they refuse to replace it. The original support tech who broke my laptop *** ****** ###-###-#### denies any damage.

Desired Settlement: I would like my laptop replaced or repaired. If repaired, I would prefer iYogi supply me with a new motherboard so I can have a qualified technician install it.

Business Response:

Dear BBB,

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously.

With regards to the complaint ID *******, we got in touch with Mrs. Tannhauser and discussed this case in detail with her. We would like to first of highlight the point that this is a case from the month of Oct'13. It's been about four months now that the customer has raised it again. Secondly we have already cancelled the customer's account with us and processed a complete refund of the amount she had paid us. We had also sent another technician ( at our expense ) to her place to get the computer checked and fixed. The customer at the time of cancelling the account didn't raise this point of we compensating her for the laptop. Had she mentioned it, we would have gone ahead and done that instead of cancelling the account.

 We don't have a compensation policy, however we do have a full refund policy which we have already abide by in this case. We feel we have already gone above and beyond our policies in order to bring this to a resolve. The account now stands cancelled with us. Still if the customer wants to buy the laptop part of her own, we would then send in a local expert technician ( at our expense ) in order to get that installed on the laptop. That's the maximum we can do. We hope the BBB considers the above mentioned points and closes this case.

 We thank you for keeping us informed on real customer issues through the Better Business Bureau.

 

Sincerely

******** ******* ****

iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The business's response is unacceptable and inaccurate.  After the laptop was broken by the technician iYogi sent another tech to look at it.  That tech confirmed the damage by the first tech and called his supervisor who told me a new motherboard would be required to fix the damage but that iYogi would not  take responsibility for the repair and would not replace the mother board.  It was at that time I told the rep that I wanted to be reimbursed for the $169.99 I paid for service at which time he refused and said he would call me back.  After approximately 6 call backs he agreed to reimburse me the $169.99.  Not once did he ever state that iYogi would in lieu of reimbursing me the $169.99 replace the motherboard.  Frankly, I shouldn't have to pay for iYogi to fix the damage their tech caused.  As far as waiting until February to file my complaint - time flies and with working work full-time, taking care of kids, the holidays, traveling, etc. it has taken me until now to contact the BBB.  There is no statute of limitations on this.  iYogi is not taking responsibility and is not customer focused.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** **********




 

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint again. we would like to reiterate what we mentioned in our previous response and that is , we have already processed a complete refund of the amount the customer had paid us. We had sent an extra technician to get the laptop checked. We have paid two separate technicians for a single job incident. So we have already gone beyond our policies in order to bring this to a resolve. So the customer's claim of we not being customer eccentric is not justified at all. So , we again like last time around, would suggest the customer to get the piece of hardware and we would send a third technician at our expense to get it installed on the laptop.
 
Thanks
 
Regards
 
******** ******* **** *****
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was refunded what I paid to have a hard drive installed including one year of additional support.  The issue here is the cost of equipment the iYogi technician broke.  I feel the company should cover the cost of the damage.  If you hired someone to clean your carpets and they damaged them, not only would you not pay for the service but you would expect them to repair the damage they caused.  I understand iYogi is unwilling to cover the cost of the damage their tech caused.  You can close this case but let the record show I am not satisfied.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** **********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/27/2014 Problems with Product/Service | Complaint Details Unavailable
2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used to have Dell tech support....One day they had to transfer me to I yogi. THAT day it was a good service. Then I Yogi proceeded to call me to solicit my business... YES THEY DID. I did not need a service yet, but called them when I did need a service. Since then all I wanted to do is throw my computer out of a window. I had one comp crash in July and because of their horrific service I lost a multitude of programs. THIS TIME I HAD A BLUE SCREEN and nobody has called back. I had a friend stop by and do some work on my computer, but it still is not finished. They are sleazy -bad technicians, they make an appointment but do not call, if you call you can stay on hold for 30 minutes or much more... then they let you know they do not have a level 3 technician Which they promised me I can have due to all the issues with the level 2 inapt rookies, who messes me up real bad. I DO NOT TRUST THEM. All they do is want to sell you more stuff that you DON’T need. I WANT MY MONEY BACK. I have overrated them for a long time, because they say they need it for the job, then a couple of days later I discover that much is still wrong. And since I am not computer savvy, I don’t catch it right away. But they are polite and beg you for very good references are important for their job. Then they use it to market themselves as a good service. They are located in INDIA and we have many great technicians here in the USA out of work. I want my money back I have absolutely no resolve just a bunch of polite double talk, “like trust me I will fix the problem”. I did not buy that. I bought a service which they are inept at delivering.

Desired Settlement: I stayed home Thursday night and Friday night waiting for my 10 PM appointed call back. They disgust me. I want my money back; I have no more time for BS promises and polite double talk.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case we would like to sincerely apologize to *********** for any inconvenience caused to her. She has been our customer for a while now and definitely deserves to deserves to receive the best possible support from us. We believe there was some sort of miscommunication within ourselves which caused the delay but eventually the tech did call *********** and helped her out with the computer problems she was facing. We hope everything is working fine now. She can also reach us through email on *************************. We are looking forward to serve her better in the future.
 
Thanks
 
Regards
******** ******* ****
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has called me over 80 times in the last few months. I have asked them to stop. They just call more. They change the 877 number they call from after 20 or 30 calls and start calling again. The latest is ###-###-####. They have called me 23 times from this number alone since the *** of January. I have reported this to the Do Not Call agency numerous times. They are useless. These people are truly terrorists. They call day, night, holidays - day after day. I turned the ringer on my phone off months ago. If anyone wants to talk to me they must now leave me a voice mail. I just want this it stop. If you look on the internet you will find lots of other people who are complaining but to avail.

Desired Settlement: I want them to stop calling me and to never, never, never, call or email again.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case we would first of all like to sincerely apologize to *** ****** for the inconvenience caused. We have gone ahead and added the customer's details to our DNC list which will ensure that he receives no more calls from our end.
 
Thank you
 
Regards
iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a customer of Iyogi. I tried to contact Iyogi for technical assistance on my computer (they clean up PC computers) but was unable talk with anyone. I called their customer service line and was on hold for an hour. There was no recording letting me now that I was in line to be helped or something put in place that lets you even know if you called during business hours. I finally hung up the phone because I was unsure if I was going to be helped at all. Poor Phone system and lack of communication.

Desired Settlement: I would like Iyogi to contact me asap as I am unwilling to call back and wait for GOD knows how long with no communication letting you know what is going on.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this we have tried calling ********* on numerous occasions on both his registered no's with us, however we haven't been able to establish a contact yet. We will be more than happy to assist ********* on his computer problems and make sure it's working fine. We request him to let us know a suitable date and time when he can be reached and the needful can be achieved.
 
Thanks
 
 
******* *****
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a contract with this company (iYogi) to cleanup my computer and intall Micosoft office 2013. I spent 5 hours on the phone with them during which time they remoted in and put my computer into SAFE mode. They could not get my computer to resume under normal mode. I finally had to cut the conversation off as it was close to 11:00 pm and I had to work in the morning. I was promised that the technician would call me at 7:00 pm on Wednesday the **** of February, and that did not happen. I was just doing an instant messaging with them and I was told that now my husband must join in order for them to fix my machine. I will now have to have someone come into my home to fix my computer and it will cost me an extra $250.00 to get my computer cleaned out. I am in the process of trying to cancel my Visa [payment] as they have not fufilled the contract and my computer is now completely unusable until I hire someone to come in.

Desired Settlement: I would also be happy to not have this charge as it was a service that was not completed.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this we had talked to the customer about this case and she agreed upon receiving the tech support. However later on upon contacting her she wanted to cancel her subscription and receive a refund of the amount she paid. The same has been processed now and she was detailed about it.
 
Thanks
 
Regards
*****

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 satisfactory to me and the matter has been resolved.

Sincerely,
***** **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my wife bought a new dell laptop. when she had a problem she called the dell number and without asking, she was transferred to IYOGI. my wife bought a new dell laptop. when she had a problem she called the dell number and without asking, she was transferred to IYOGI. they proceeded to use a hardsell and pressure to get her to buy approx 400.00 for 3 yrs anti-virus and service. Then about a week later she recieved a call from iyogi and told there was a problem with her computer and they needed an additional 150.00 to fix it. When she told them no we watched as all files and programs disappeared. They were also very rude when we declined. Dell is saying that they are not responsible for IYOGI's actions but we were transferred from dell.

Desired Settlement: we at least want the 400.00 back, also my wife is a writer and 2 books plus her research were deleted. We took the laptop to staples and paid another 150.00 to have windows 8 restored. They were unable to find any files on the hard drive so all her work is gone. I would also like to be reimbursed the 150.00 to get it fixed.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we had a word with *** ****** and sincerely apologized to her for the inconvenience caused. We are in the process of thoroughly investigating this case. We are still not sure that the calls which were made after the initial set of calls were made from iYogi or not. We are seriously considering this case and awaiting reports of the audits. We will action as per our company policies. In the meanwhile we have processed a complete refund of the amount that the customer had paid us. The money will get credited in the next few days in the same account through which the payment was made.
 
Thank you
 
******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I think the product or service was not presented fully at the time of purchase. I purchased from iYogi on the middle of October of 2013 a year1s service for the price of $129,99. I paid with my debit card. The tecoh I talked with was very hard to understand as they are all Indian. (from India) No requirement was made at that time as to the number of service calls were involved for this price, only that it covered one year of service. I recently had to re-image my computer with Windows 8 because of speed issues and I lost my software from iYogi which included tools for disc management and upkeep. I called them today January 6, and tried to get service and reinstallation of their software. After talking to 2 techs and being hung up on, I was able to talk to a supervisor who informed me that I would have to pay %60 more to get service because I had called twice before and that was all I was allowed for my 130. I would swear on a stack of Bibles that this was never discussed when I gave them my debit card numbers over the . I guess the sign up counted as one service occurrence because I only called once previously for an internet problem. I thIink you should get more than 2 service calls for 130 dollars. The call I made today was the very first time I heard of this 'contract'. I would not recommend this company to any of my friends and I feel like I have not received value for my money.

Desired Settlement: I would be satisfied with the reinstallation of their software on my computer. Otherwise, the refund of my money would be satisfactory, although I doubt it would happen.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would first of all like to apologize for any inconvenience caused to ************. Secondly we have gone ahead and provided him with an extra incident on his account with us. So he can now call us and avail the desired tech support. He is still a valuable customer of our's and we will be more than happy to help him in installing iYogi and the rest of the other softwares on his computer.
 
Thank you
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was having issues with my iPhone and so I looked up Apple support and Iyogi tech support came up. They said they worked for Apple and they would be able to fix my issues. Once I was promoted to plug in my phone to laptop, they gained remote access. They told me my computer had viruses so I had to optimize my computer before my phone could be updated. They told me for 119.99, they could fix both of these things. They had remote access to my laptop for 6 hours and NOTHING was fixed. They said I needed to download Windows 7 before they could fix it. When I went to go back online the next day, I realized that they had installed all this hardware into my computer as well as changes my wifi security key so I could no longer get online. They erased programs and made it impossible to get online. I had to pay 39.99 to have my router and modem reset and then get a warranty and I still need to take my computer in to remove all of the hardware that this company added to my computer and messed things up way worse!

Desired Settlement: This has been a huge hassle for me. I had to cancel my bank account, fill out papers to stop the payment and then pay a lot more out of pocket! I think they are responsible for the money I had/have to pay to fix what they did to my computer! They purposely changed my settings so I had to spend more money.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. We would first of all like to sincerely apologize to **** ******s for any inconvenience caused to her. We at iYogi believe in providing the best possible tech support to our customers. We take feedback seriously and would definitely like to look into this case and investigate it thoroughly. **** ******'s case had been already escalated to the expert group, however upon calling them on 02-**-14 she hung up the call. If the front line techs were not able to fix the problem, the expert level techs can fix the computer in one go. So we request her to give the expert team of techs a chance to work on her computer once and we assure you that the computer will be fixed. Failing to do so we would respect her decision on whether or not she wants to continue her subscription with us.
 
Thanks you
 
Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***********, and have determined that my complaint has NOT been resolved because:

I answered when they called and explained to them that the lady on my computer changed my passwords and my wifi password and that I had to pay out of pocket to get everything fixed. All they kept saying was that they would fix it. NO I do not want them anywhere near my computer. They had NO right to mess with my personal settings when all they were supposed to do was make my computer faster... not change my security key so I could not get on the internet. This company is FAKE and nobody, not even the BBB seems to understand that. I will take them to court and do whatever I have to do for this entire company to be shut down.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a paid up contract with I Yogi. For two days now, I Yogi has utterly failed to respond to my requests for service, although I have tried time after time during both days, both on the internet, by phone, and by requesting a call back. Are they still in business? Why do they not respond in any manner?

Desired Settlement: Respond to my requests for service and perform pursuant to my contact with them

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we got in touch with *** ******* and discussed this case in detail with him. We apologized to him for the inconvenience caused as he was not able to reach us through phone or internet. We are working towards in resolving that particular problem. In the meanwhile we also transferred **********'s call to a frontline tech in order to get the computer issues addressed.
 
Thank you
 
Regards
******************
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a prior customer with iYogi. My one year renewal ended toward the end of last year. Prior to the expiration, iYogi constantly called me try to get me to renew services. I informed them that I was not interested in renewing. Two months later, I received a call from iYogi telling me that they tried to charge my credit card to renew services. I became upset and informed them that they had no permission to do that and that I did not wish to renew. The iYogi rep proceeded to tell me that I had their software installed on my computer and therefore I was responsible for paying for it. The software that was installed on my computer was used to communicate with iYogi whenever I experienced computer problems. Obviously, after my one year membership expired, I did not contact them. They tried to tell me that the software continued to protect my computer even though my membership had expired. The iYogi rep continued to threaten me and extort me into paying them. I am extremely displeased by iYogi, otherwise I would have renewed. But for them to try to charge my credit card without my permission when I explicitly told them on several occasions that I did not wish to renew, and them for them to call me to try to defraud me out of paying them for having software on my computer is pure extortion. There was nothing that software did but to be used as a channel of communication for iYogi to have access to my computer whenever I needed it troubleshooted.

Desired Settlement: Don't ever contact me again. Don't ever try to charge my credit card without my permission when they know: 1) I did not wish to renew; and 2) their software is unuseable without an iYogi tech connected to it anyway. I have uninstalled their useless software. These people are sleazy.

Business Response: Dear ****** ******* , 

 
Thank you for notifying us of this complaint with the assigned ID *******. With regards to this complaint we would first of all like to apologize to **************** for the inconvenience caused to her. We at iYogi certainly believe and encourage in providing the best possible customer service. Rest assured this will be investigated internally and actioned upon accordingly. While that's being done, we have already gone ahead and added the customer's details to our DNC list which will ensure that the customer does not receive anymore calls from our end.
 
Thanks
 
Regards
*********
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *************, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I want assurance that they are not going to continue trying to charge my credit card without my authorization, and that there will be no further charges after I repeatedly told them I did not wish to renew service.  There was no agreement for the software installed on my computer.  The software was incidental to the service package I purchased.  The software is similar to LogMe In.  It was only used for iYogi to access my computer whenever I needed tech support.  This was a required feature for me to obtain technical support.  It did not "protect" my computer in any way as they allege.  I better not be charged for additional services when there was no contract regarding their software.  What they did in trying to charge my credit card was completely illegal.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**********



 

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint again. We would like to assure the customer that we cannot charge her account without her authorization. iYogi 'does not' keep the customer's credit card details saved. Our payment procedure is automatic and no manual transaction takes place, so nobody here at iYogi can have access or know the customer's account info. So there is no question of an unauthorized charge. We however again apologize to the customer for the calls made to her. That is something which has already been looked into and actioned upon.
 
Thank you
 
Regards
*************
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: IYogi calls me everyday and hangs up. When I call back it announces all lines are busy. I have no way to ask them to remove my name/# I receive calls every day, usually bewtween 10 a.m. and 1 p.m. EST WHen I answer, the call immediately is terminated. WHen I dial the number a recording comes on saying that all reps are busy and to call back later. I have attempted on numerous occassions to have my number removed by calling IYogi customer support and either wait times are astronomically long or I get disconnected after explaining my problem.

Desired Settlement: I just want them to stop calling!!! Please!!!

Business Response: Dear BBB,

 
We apologize to the customer for any inconvenience caused. This is certainly not the type of service we intend or encourage anyone to deliver. We have considered this and have added the customer's details to our DNC list which will ensure that he doesn't receive anymore calls from our end.
 
Thanks
 
Regards
****************
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I needed assistance with a new printer using my iMac. These people alleged that they were apple support. I requested customer support for a printer that was not loading onto my iMac computer. This site came up for apple customer assistance. I allowed the person to 'take over' the computer and he said my hard drive had been compromised and that for a software repair I had only a hard ware contract and he wanted $180 for 1 year repair + $35 for an anti-viral program - he had a foreign accent; I hung up and went to the apple site and called them and this is a SCAM. I was immediately assisted with my problem with apple as I have an extended warranty on all components.

Desired Settlement: I want the BBB and local and state agencies to shut this scam down!

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this case we would like to set the record straight here that iYogi is an independent remote tech service provider who is not affiliated with any other brand or organization. We make this point very clear to our customer's on the phone and the same is also mentioned on our websites *********** and other customer touchpoints. We take feedback seriously though and would be looking into this incident and action accordingly.
 
Thanks
 
Regards
************
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *********, and have determined that my complaint has NOT been resolved because:

This company has not addressed the fact that they masqueraded as a representative of customer service for Apple Computer, requesting money for computer repairs that were not only not necessary, but which were covered under warranty by Apple Computer.  As to the question - was it this company that perpetrated this fraud, the answer is yes, because their icon shows up on your computer while they 'take over your computer' to allegedly find your software problem, and then they make up a bogus reason to charge the customer.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*************




 

Business Response: Dear BBB,

 
As mentioned in the previous response, this will be a thorough internal investigation case. We are well aware of the fact that if someone from our end has made a mistake, it is a serious concern for the business as a whole, so we definitely put the onus on filtering out the wrongs from the rights. Like any other organization we cannot make any of our investigation reports public. As mentioned whatever the reports say the action will be taken as per the company policies. We thank the customer for bringing this incident into our notice though as it really helps us in checking and improving our services.
 
Thank you
 
Regards
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

****************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was attempting to contact Norton Security systems, someone came on the phone and led me to believe that this company Iyogi was affiliated with Norton. I asked directly and was informed that they provide technical support for Norton customers. After being on the phone and doing an on-line chat. I was informed that specific services were provided which I found the next morning were not. I contacted Norton on-line this time and was informed that Iyogi was in no way affiliated with Norton, but a third party service provider. I explained my situation and the Tech at Norton provide all services Iyogi supposedly fixed. I have a copy of the chat from both Iyogi and Norton. I tried to contact Iyogi the following morning, when I told the representative that I wanted to file a complaint and requested a refund, I was put on hold and no one ever came back to the phone. After that call I was never able to get past the electronic greeting.I received an external hard drive from *****, I never opened the package, but returned it via USPS with tracking. Product_Or_Service: removal of virus from computer Account_Number: ****************

Desired Settlement: DesiredSettlementID: Refund Refund of all funds paid to Iyogi; a total of 481.07 which includes the external hard-drive that was returned.

Business Response: Dear BBB,

 
Thank you for notifying us of this case. We are looking into this and will come out with a resolution in a day or two. We will keep you posted.
 
Thanks
 
 
Regards
********
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

*********



 

Issue had been resolved.

 

Thank you,

 

*********

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Jan **, 2014 we contacted iyogi because we were looking for a computer with windows 7 as opposed to windows 8. We spoke to rep. ****** about getting a computer with windows 7. He said he can assist us. He found a computer on his system that had windows 7 for the price of $549.99. We were interested in the computer if it had at least 500 MG hard drive, 4MG ram and a DVD/CD writer and reader along with wireless network capability. He said it had all of these features. We decided to purchase that computer under that agreement and requested a e-mail confirmation of the spesifications we discussed and agreed on. He charged our credit card for the amount of $549.99 and said he would send us the e-mail to confirm the purchase and everything we discussed. Days passed and we never received an e-mail. When we finally received an e-mail on Jan *** 2014 it simply stated the computer model and the price we paid, no specifications. We called several times after that to have the specifications e-mailed to us. Nothing was emailed. The last time we spoke to them on that issue, we were told the computer is being shipped and given a tracking # from fed-ex and still no e-mail on the specifications discussed. The next day the computer arrived. We set up the computer and realized that it had no wireless networking capability and the DVD drive can only read and not write or burn disks. The computer as it was send to us is about $350.00. When we contacted them about not having wirelss capability or DVD writting capability, they told us to buy a wireless adapter and that would give us wireless networking cability ($40.00 additional charge that they will not pay). When we called about the DVD not being able to write they were offering to give us a $75.00 discount so we can purchase an external disk drive. At that time we realized that this was bad business and we told them we wanted to terminate our business with them and return the computer. They said they will e-mail us a mechant return # so we can return the computer, but it never came. Our last conversation with them was that the mechant return # was unable to be generated and we were told to return it to a NY address ******************. We were also told that we will receive a e-mail confirmation that the cost of return shipping will be refunded to us.. We never received such e-mail. As it stands we paid $549.00 for a old model computer with no wireless network capability or DVD writing abilities, we almost purchased a wireless adapter for $40.00 and now are going to pay shipping and handling to return the computer plus an additional charge for insuring it through the mail with signature required on delivery. Our customer account # is **********. Our order # is *********.

Desired Settlement: A complete refund plus cost of shipping and handling to return the computer.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this we spoke to the customer once over the phone and now we have processed a complete refund of $549.99 on 1/***/14 . It will take around 5 days for the money to show up in the card. For the shipping charges the customer can send us a scanned copy of the shipping receipt on ******* along with the name on the cheque and the mailing address. We will dispatch a cheque for the same amount once we have the details.
 
Thanks
 
Regards
********

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 satisfactory to me and the matter has been resolved.

Please do not close this complaint untill I receive the refund, which is promised within 5 to 10 business days. 

Thank you.

**************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: As the representative walked me through step by step on how to fix my router, which I found out was incorrect, they continued to pressure me into giving out personal information over the phone and I informed them that I was uncomfortable providing that information over the phone. Then, when I mentioned that I would not be able to afford the services they wanted me to purchase they asked what I could afford. When I responded that I was not willing to pay for the services that they were offering because I know people who will provide them to me for free, they wanted to conference call them. When I said I will not do that, they proceeded to tell me how I will mess up the network if I do not allow them to provide the service. I continued to inform them that I will not purchase their service and the representative kept telling me he was going to transfer me to his supervisor so they can take my information in a secure way. I told him no and he kept going on about their accreditation and how I need to trust the company or they would not be first on a Google search. I ended up having to hang up on him. In which case, he proceeded to call me at 2 minute intervals 3 times so far.

Desired Settlement: For the company to accept that an "I will not purchase your services" response as satisfactory to stop trying to get me to purchase anything and also not harass me by calling at 2 minute intervals.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would first of all like to sincerely apologize to Miss ***** for the inconvenience caused to her from our end. We will be definitely investigating this matter internally and action upon it. We will make sure that the customer does not receive anymore calls from our end. We have added her details to the DNC ( Do Not Call ) list.
 
Thank you
 
Regards
********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My computer had a virus, I clicked on my Norton Anti Virus and iyogi popped up. I thought it was part of Norton, they sold me a contract, took control of my computer,cleaned it and seemed to fix it. Several days later big problems occured. I lost control of my computer. I would click on Google and some other browser or search engine would come up under the Google icon. I called iyogi again, they said I needed to buy Windows 8.1, that would fix everything. But it seemed like I had to buy something before they would assist me (honor the service contract I purchased from them). I got the Windows 8.1 and was unable to install it. I did'nt call because every call take several hours. My computer was infected several days later through a software they installed Malwarebytes, so I called. Again I was told I needed to buy a Genie antivirus to fix my problems. I declined and asked they just install the Windows 8.1 the sold me assuring me it was compatible, 7 hours later they were unable to install. They have ruined my computer and the Windows wont help. I've spent more than 14 hours with them for this damage. I just want to return the Windows for a refund, and have a reasonable rebate on my contract with them. I will buy a new computer. I dont think they should be allowed to be in business and prey on people this way.

Desired Settlement: I would like to return the Windows8.1 for a full refund, and terminate my service contract with a reasonablly prorated refund. I will need to buy a new computer.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we have already processed the refund for this customer and if the customer wants to further return any product back to us, there is a certain procedure which needs to be followed. He can can us on our customer service no *********** for the same.
 
Thanks
 
Regards
*******

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 satisfactory to me and the matter has been resolved.

Sincerely,

**************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Dec ****I tried to find the Belkin Router website for an issue I have to seek Techn Assistance. I found a website who stated something to that  India again. I am not sure that this did me any good.Belkin matter and called the phone number assuming I had Belkin on the phone. It turned out it was iYgoi and they insisted they could help me with my Belkin issue. My *****Issue was not resolved in the menatime - I spoke with India - I was sold a Virus Program for my computer. They advertise this virus program right now and back than - I checked - for $29.99. It was tried to talk me into a virus protection program costing over $400.00 and they finally told me the best they could do was $49.99 plus tax and they could fix my Belkin Problem. My Belkin Problem is not fixed, I have a virus program I dont like and I dont need, over priced. I am an elderly person and think I was taking advantage of. This is false advertisement on so many numerous levels. I called their 800 number this morning to cancel their virus program and get a refund and spoke with

Desired Settlement: I wish to get a refund in the full amount I was charged on my credit card of $53.49

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 satisfactory to me and the matter has been resolved.

Sincerely,
****



 

Customer satisfaction is very important to us and as such, we will respond to your email, answering any and all questions within the next 2 business days excluding weekends. Greetings, We have cancelled and refunded your service for the Total Defense Anti Virus. Please allow up to 3 days for the credit to post. Your reference # is J6090537. If you want to speak to a live customer service representative about your customer service issue, we will be more than happy to assist you. Please contact customer service at: United States Customers: 1877-906-8816 option 2

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/31/2013 Billing/Collection Issues | Complaint Details Unavailable
12/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Starting 2-**-2013 they contacted me about a computer problem I was having for $199.99 they could fix the problem and monitor my pc to make it run better. 4-**-2013 they contacted me again by phone stating there was another problem this time ,a software issue for $100.00 they would fix the problem. 9-**-2013 again they contacted me by phone posing as Microsoft Rep. that I needed a new license for my software ,so for $249.00 I purchased a lifetime license for my software and agreement to maintain my pc for life. On November **-2013 after 5pm they called wanting me to purchase something else for my pc and when I refused, he got mad and said I will block you from your computer and he did. They will not answer my calls and when I saw your BBB endorsement on their website, I decided it was time to file a complaint. I am out money and a computer because of them. Thank you

Desired Settlement: Refund and money to have my computer fixed.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would first of all like to sincerely apologize to the customer for any inconvenience caused to her. Secondly we would like to make sure that we help the customer with all the tech related problems on the computer. We will have our research/ expert group team work on it and make sure the issues are fixed on a permanent basis. The customer can let us know as to when she can be reached by the Level 3 techs in order to get the needful done. This is a very important case to us and we will whatever it takes to close it on a successful note.
 
Thank you
Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

These people are still calling me trying to tell me they work for Windows. NOTso, they would be working for Microsoft. The last call showed on caller ID ***********. ###-###-####. I told him the computer had been completely erased because they had blocked me from it and I am now trying to find someone to reload all my programs. I lost everything. Pictures, business infromation, my husbands sermons . The list goes on and on.  Thank you , **** ***** *****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
***** *****

Business Response: Dear BBB,

 
The refund of $100 has already been credited into the customer's account. The rest $70 has been sent via a cheque to the customer's mailing address. We believe the needful has been done from our end.
 
Thank you
 
Regards
Customer Service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Problems with Product/Service | Complaint Details Unavailable
12/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ***** took $349.99 from our Visa account. We did not give them permission to do this. They got our card # because we bought a computer through them. The $349.99 was for services that we told them that we did not want. This basically amounts to theft. They were not authorized to take this money.

Desired Settlement: We would like $349.99 credited to our Visa account.

Business Response: Dear BBB,

 
We are looking into the matter and getting it checked from our finance team. We will get in touch with the customer directly once we have an update on this.
 
Thanks
 
Regards
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was using an anti virus software through my cable company, Total Defense in April 2013, and when I started having issues I called in and was transferred to iYogi for help. I purchased extra protection for my desktop & laptop. Within 1 day I was being BLOCKED from any website I went to stating "You've been blocked because it's a "dating service" or "weapons"....i'm trying to pay bills on our Cabela account, which does sell weapons, but my Kohls credit card is not a dating service. I'd say 50% of the websites I go to are BLOCKED by Total Defense & 2.puresight.com. The first day I was on the phone over 2 hours. They were very helpful and pleasant.....the NEXT day I have to call back and do it all over again.........the next time I called to cancel my account and was issued a refund. Supposedly everything is removed from my computer, but I'm still getting BLOCKED by Total Defense & 2.puresight.com. I've been calling iYogi for 2 days and after 45 minutes of hold time I have to hang up. I'm so angry at that point I don't want to yell at someone..........I do not have service with iYogi any longer, but they are STILL BLOCKING MY WEBSITES........PLEASE have someone do something. I need my computer. This blocking issue was why we cancelled everything......three days in a row for the same issue is ridiculous, especially for a new customer and now I can't even reach them to fix it.....for the fourth time.

Desired Settlement: To never have another BLOCKED website again and to never see 2.puresight.com or Total Defense/iYogi again on my computer

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we have provided Mrs Wood with a extra free tech incident in order to get the computer issued fixed. We have been trying to get in touch with her by calling on her phone, however no contact has been established yet. We would like to help her with the problems on the computer and fix them on a permanent basis. She can get in touch with us on our Toll free No's **** *** **** ** **** *** **** to avail tech support.
 
Thanks
 
Regards
 
****** ******** **** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: IYogi technical services provided remote computer services to my computer on Nov. **, 20** , paying $199.99 charged to my MasterCard , services were supposed to be for a year but I was concerned & took my computer to a local technician who asked me to cancel the contract . On Nov. **** , IYogi were to refund my account of $120.00 which is not showing up on my account yet . I phoned iYogi again today .

Desired Settlement: I want the credit of $120.00 & no more contact from iYogi technical services either by phone or email . Hopefully this can be resolved .

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would like to inform you that the refund for $120.00 has been processed now. The money should get credited into the customer's credit card in the next 5 working days. We are sorry for any inconvenience caused.
 
Thanks
 
Regards
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9-**-2013 I contacted Norton Virus Protection to inform them that my Protector was not working. A tech support person came and asked if I wanted better protection. In the end I found out I was not longer connected to Norton but rather a company called IYOGI of which I paid $139.99. Two days later my computer started acting up so I contacted Customer Support so supposedly fixed the issue. As time went on my computer began doing strange things like shutting down for no reason. A month later IYOGI told me it was not their issue and I had not paid for live support. Contacting them again at the beginning of November they told me they had fixed the issue. Our business computer started doing strange things worse such as dropping programs I was working on and popping up all kinds of Ads saying we were infected with virus's. I finally contacted Stop Sign and did a scan. Here is a copy of the virus scan they did.   Full Virus Scan Details: Adware.Adpeak (fs): Virus c:\users\kiwistyle\appdata\local\getsavin\ie\getsavin_1373756341.dll._eac_qt_ is Quarantined. Click run software (v): Virus c:\users\kiwistyle\downloads\downloadmanagersetup.exe._eac_qt_ is Quarantined. DomaIQ (fs): Virus c:\users\kiwistyle\downloads\java7(1).exe._eac_qt_ is Quarantined. c:\users\kiwistyle\downloads\flashplayer_v.*********.exe._eac_qt_ is Quarantined. c:\users\kiwistyle\downloads\java7.exe._eac_qt_ is Quarantined. Trojan.Win32.CasOnline.l (v): Virus c:\$recycle.bin\s-********************************************\$r53r0r4.exe is Cured. Trojan.Win32.Generic!BT: Virus c:\users\kiwistyle\downloads\mozilla firefox setup.exe._eac_qt_ is Quarantined. c:\users\kiwistyle\appdata\local\temp\hnuasqg8.exe.part is Cured. c:\users\kiwistyle\downloads\updater_setup.exe._eac_qt_ is Quarantined. Trojan.Win32.Kryptik.blxe (v): Virus c:\users\kiwistyle\downloads\updater_setup(1).exe._eac_qt_ is Quarantined. I uninstalled the entire IYOGI system and installed the Stop Sign. I contacted IYOGI today for the return of my money and they said it was over 60 days and it they would not return any of my $139.00 for my 3 year service. I told the gal that they had assured me they had fixed the issue. I feel they kept me from cancelling the service with their continue offer of other products for better service just long enough for my 60 days to run out. I am requesting my money returned to me as I DO not want to continue with them. They say they can fix my computer but I am happy with the service I now have and no longer want to hear that if I give more money they will fix this.

Desired Settlement: I want my money returned and do not want to try to talk to them again as they just want to sell me more stuff or try to convince me they can fix my computer.

Business Response: Dear BBB,

 
Thank you for updating us of this complaint. With regards to this case we have already sent a request to the concerned team in order to get the refund processed. We will contact the customer directly once we have an update on it.
 
Thanks
 
Regards
Customer Service Team
iYogi

Consumer Response: Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I have not heard back from IYOGI and they did say that I would hear within 2 days. This dispute is not settled.

 

***** ** *******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******



 

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** *******


***** ***** ** ******* ******************************* ***** ********* ******** *** **** **** **
To: Complaints
Subject: Re: You have a new message from the New York BBB. Complaint # *******

 

IYOGI has return my money. This complaint has been resolved in full. 

 

***** ** *******

 


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On September **, 2013 IYogi billed me $469.99 for a service contract for my Ipad and laptops. Then on November **, 2013, they billed me again the same $469.99. The customer representative confirmed the second billing, but the billing department refuses to credit my account for the November billing. I have had to cancel my credit card to avoid future billing. My credit card company is working with me to resolve the dispute fortunately, but in the meantime, this company is attempting to steal from me nearly $500.

Desired Settlement: Issue the credit for the November billing. And APOLOGIZE!

Business Response: Dear ****** *****,


Thank you for notifying us of this complaint. With regards to this complaint we got the details rechecked by our finance team. The customer had sent us her bank statement which indeed shows a duplicate charge by our name. However the finance team, after checking it thoroughly have confirmed us that there was no charge made by iYogi on the customer's credit card in the month of November. We cannot charge any customer without getting / receiving their authorization on it. So we think its a technical glitch which the bank needs to sort out. If the bank people want to get in touch with us we will be more than happy to provide them with all the details needed which proves that their was no unauthorized charge from our end.

Thank you

Regards
******** ******* ****
iYogi


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On October *, my desktop computer had a virus, and I was unable to log on. I have ****** ******** *** ***** ******** so I used my iphone to get a phone number and searched ******. I called the first number that appeared which was ###-###-#### because it stated ****** *******. I spoke immediately to a representative who stated that they could help and work with ****** products. The cost was $169.99 and additional $29.99 - It was explained that they would fix the virus (which they did) and an upgrade in service as well as a one year contract. Being desperate and in need I continued and gave them the information needed. The next day I called another number to talk to a ****** representative and learned that this service was not from them, so I called the original number from the previous day. They did reimburse me $110.00 and $29.99, but refused full reimbursement due to fixing the virus (If it was ******, I would have gotten this completed for free under my contract with them). The misrepresentation of who they are and their services, acting like ****** company is deceiving. I again called out of curiosity on November *, and asked about my services with ******, and they continued to state that they work with ****** - They lie about being a different company

Desired Settlement: I would like a refund of $59.99 and to see the way they explain their services be changed to say really who they are, especially when the customer expected they were speaking with someone from a different company

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would like to inform you that the customer had agreed to a one time deduction of $59.99 when she called in to get a refund. Its only after getting her approval the representative from the customer service went ahead and deducted that money. The customer could have called us back and asked for her $59.99 . We would not have had any problem at all in giving her the money but instead she has gone ahead and disputed this charge with her bank. Now with the dispute we are not in a position to giver her a refund of $59.99 because the charge lies in a suspended state. In order for the customer to get her $59.99 back , she has to talk to the bank people and get it sorted by them
 
We would like to point this fact again that we have no problems in returning the money back but now that its been disputed we can't do anything about and its the bank people who have to intervene and help her out.
 
Thanks
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I would like to request that this case remain open. On, October *, 2013 I did request iyogi a refund of the $59.99 and they rejected my request . The credit card company is disputing this now, and iyogi has 45 days to respond to their inquiry. I would prefer if this case be left open until the credit card determination.

I was not aware that the credit card company was continuing on my dispute with iyogi because I had an initial dispute with this company when they double charged my account for $169.99.

On 11/*/13 and 11/*/13, I received two messages from iyogi about a dispute from the credit card company- (I thought it was due to my complaint with BBB). I did return a call to them on11/*/13 and spoke to representative, *****.  He continued to state that the $59.99 was owed due to a one time subscription fee. I did NOT want a subscription with them. This was a different reason than initially stated for the $59.99 charge. Initially I was told it was for viral correction.

Again, I am disputing a charge with this company because they misrepresented themselves as ******. If they had told me they were not ****** company, I would have called ****** to fix my problem FREE because I have internet security subscription with them.

My complaint has not been resolved due to iyogi can dispute with credit card company

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
***** **********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been using iyogi for online computer support. Every time I contact iyogi for help they are always trying to sell me one of their products to help resolve my computer issues. In most cases these products have nothing to do with the issue I was having but you are lead to believe they are. I have no complaints in regard to the their skills to resolve my problem but I do have an issue with them trying to sell you products or services that you don't need. I received a call on Nov. 13 from ###-###-#### letting me know my contract was up the end of this month and I needed to renew. First only one of my computer's contract was up yet they said both were. Second I told the person I was speaking to I did not want to renew my support and explained why..... they are always pushing off products and service that aren't needed. The caller would not take my NO for an answer so I told him once again I was not renewing and said good bye. Since that phone call he tried calling me back 2 times that evening, 2 times the following day and so far 2 times today and it is only 2 pm. This is harassment. I consider this company a scam.

Desired Settlement: I would like iyogi to stop calling. I also think the BBB should removed your support from their site. I also think their ads need to let customers know the company is from India and the representatives you call for help speak English but with a heavy accent and are extremely hard to understand....Buyer Beware

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we have firstly now added the customers's details to our DNC ( Do Not Call) list which will ensure that she doesn't receive anymore calls from our end. We are extremely sorry for the inconvenience caused though. Secondly, we would like to inform the customer that our website clearly shows that we are located in India. When we say we provide " Remote Tech support" , it clearly means that we are not doing it locally and therefore it shows on our websites under the " contact us " tab. We serve more than three million customers who are all aware of our location. The the Better Business Bureau too is very well aware of this fact too and hence have accredited us with a rating of "A."
 
Thank You
Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I filed a complaint against iyogi on Nov. **. I thought the issue was resolved and agreed to close my case. My ID number was *******. The harassing phone calls I was receiving from iyogi were to stop. Here it is Nov. ** and I am still receiving daily if not twice a day calls from iyogi which I am refusing to answer. I provide the phone number the calls were coming from.I want the phone calls to stop NOW. This case is not closed until the phone calls stop. How can a company be allowed to harass customers when they asked not to be contacted. I am not interested in their services nor will I ever be! Thank you for your help.

Sincerely,
****** ********* 

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint again. We would like to apologize to the customer again for any faults regarding this complaint from our end. We have got it re-checked and re-assessed internally and have made the necessary changes in order to make sure that she doesn't receive any calls whatsoever from iYogi. We will send the customer an email to confirm the course of action taken. We hope to conclude this case case here.
 
Thank you
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, November **, I called a number for ******, which we had used before. I was calling to get my ****** software installed again after a local technician reformatted the hard drive and reinstalled Windows. The computer was working fine The people who answered said they needed to scan my computer and fix any problems before they could reinstall the software. They set up a remote connection and ran the scan. Then they said the scan found problems and worked on my computer for more than a half hour before asking me to pay. They never informed me that they were not ******. When they asked me to pay, they insisted that I had to now, because they were already doing the work. They pressured me to get may credit card and pay. I finally gave them my credit card number. I wanted to cancel, and several times I told them that I didn't want to pay. I asked to wait until my son came home, but they continued pressuring me and working on the computer. They talked louder and faster, overriding what I was saying. My son came home then and also objected. At that point, they said the work was almost complete. I called ****** afterwards, and they said that iYogi does not work for them. I am ** years old and don't understand a lot about computers. The service people spoke very fast and with a foreign accent. It was hard for me to understand. They took advantage of me. Their failure to identify their company and starting the work before telling me there would be a charge were deceptive. They followed that up with high pressure sales. We have called them back twice at the customer service number, but the line wasn't answered.

Desired Settlement: I want to have the credit card charges removed.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we got in touch with **** ******* and after a discussion with her we have gone ahead and decided to give her a complete refund of the amount $169.99 which she had paid us. The refund will come in the form of a physical check which will take around 10-12 days to be delivered at their mailing address. We apologize for any inconvenience caused to them.
 
Thank You
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a DELL Laptop that I have had for 5 years, about two years after it started collecting junk files, so I contacted Iyogi Technical Support to service my Laptop. I have currently been a customer with them since 2010. The past service was OK. I renewed my subscription in March of 2013 and it is set to expire in March 2014. During this new subscription I had used it a couple of times to OPTIMIZE, or speed up my computer. It works, as a temporary fix, so I have to do it several times a year. On a routine optimization of my computer I let an Iyogi Technician take control of my computer, as the service they provide, to speed up my computer. During this routine optimization Iyogi likes to create a restore point. This is where I faced the problem. The technician took control of my computer, told me the procedure, I agreed and the technician took control of my computer and started the Sysem Restore process. Once the restore was completed I was told to log back into my computer. When I clicked on my profile it went to a black screen that said "BOOTMGR is missing" and I could not complete the process or log get to the start screen at all. I have no clue what happened and got back to Iyogi, this is what really ticked me off. I spoke to several technician who recommended certain tasks to be able to get back into my computer. All of the attempts failed. They then connected me to their "supervisor" who told me that I have 3 options. Options: 1. Get a reinstallation CD of my OS - (The computer is 5 years old and moved several times, misplacing it.) 2. BUY a new computer and we will transfer the remaining service to the new one. (Did not think that was the right way to go because I did not break my Laptop, THEY DID) 3. Send a technician out to my house for $169.99 and reinstall Windows 8 for $137.99 (This made up my decision to ask for a FULL REFUND) In all honesty it is an old computer than had alot stored on it and I had no desire of dropping anymore money into it. I told this to the Iyogi supervisor, who insisted paying money was the only way that I could fix my computer. I debated with him for an hour, told him im not paying, but you guys need to fix this issue. He insisted paying money was the only way and this was when I asked for a REFUND because they did not do what I had asked them too, not to mention they broke my computer that had SENTIMENTAL PHOTOS, ALL MY MUSIC, COLLEGE SCHOOLWORK, BUSINESS INVOICES AND TAX INFORMATION. He then gave me the "run-around" telling me that he will connect me with a technician to see if we can first resolve the issue. I knew it wouldn't work because I couldn't get past the boot screen, but I gave them the satisfaction of trying anyways. In the end the result of the technician had failed. I then DEMANDED a REFUND in which the technician transfered my call to a Billing/Support Customer Service representative. This representative informed me that I could not be issued the FULL REFUND, since my subscription was half over... I then proceeded in a heated fashion to say: ARE YOU KIDDING ME! YOU Broke my computer and you want ME to pay for it. NOT HAPPENING, tried to get the representative to put his manager on the line... HE WOULD NOT DO IT and told me I can give you a partial refund, In which I said NO, I want a FULL REFUND. In and which the representative HUNG UP the phone call with me.

Desired Settlement: FULL REFUND OF MARCH **- MARCH ** SUBSCRIPTION FULL REFUND of ****** 3 year subscription

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would like to inform you that the refund on this account has now been processed from our end on 10/**/2013 and the money should get credit into the customers account in the next few business days.
 
Thank you
 
 
Regards
iYogi

Consumer Response: I asked for a refund for the full amount because they crashed my computer. They took control of my computer, restarted it and it never worked again. The subscription service that I paid for, was used to optimize my computer... This is a tragic occurance and Iyogi should support its customers, while acknowledging that a $1000 computer is broken on their hands NOT mine.

 
This is their refund policy:
 

REFUND POLICY 
For subscription based plans, a full refund will be issued if iYogi has not been able to resolve even a single issue for you within the first 15 days of the subscription.

If there are one or more resolved issues, the fees for the Subscription Service will not be refundable. Notwithstanding this iYogi may, at its sole discretion and on a case by case basis, agree to a refund of Subscription fees after deducting charges for servicing the Customer.
For incident based plans, you will be eligible for refund when any of the following criterions are met:

  1. You have all the prerequisites which were required to resolve the problem and Issue was not resolved till the time account was active.
  2. The issue is out of scope for the particular plan
  3. 15 days have not passed after the issue was last worked upon by an iYogi technician
 
This does not state what happens if they damage or corrupt the computer due to a technicians error. 

NOW, if it is saying 15 days after diagnosing the issue, they cannot fix, they should issue a full refund!!!! 
(Which does not equate out to the $1500 bill they left me with)
$999 for computer
$400 in Iyogi service - A VALUED CUSTOMER FOR 3 YEARS!!!!!!!!
$100 ******* Virus Protection (which ran in the backround and slowed down my computer while doing nothing)

It is insane to think that because of their unethical business wording they could degrade their customers. If the BBB does nothing I will pursue to the fullest extent!
 
(IF OTHERS CAN SEE THIS, DO NOT PAY ONE CENT TO IYOGI, THEY MAY FIX IT THE FIRST TIME, BUT IN THE LONG RUN THEY JUST TRY TO **** YOU!)

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint and as mentioned in the previous response we have already issued a refund of the amount $51.60 . We are further issuing a total refund of $178.38 ( 119.99 into the credit card & 58.39 by check ) for this customer. The money should get credited into the account in the next 5-7 business days and we expect the check to reach him in the next 10-12 days.
 
Hope this brings it to a close.
 
Thanks
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Debited twice from my account for services purchased. Sent them a copy of my statement highlighting both transactions and they still say they only took the money out once.

Desired Settlement: Refund me my money

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this we got in touch with *** ********** and she has confirmed that she got in touch with her bank and they are the one's who are going to locate the charge and credit it back into her account.
 
Thank you
 
Regards
Customer Service
iYogi

BBB's Final Determination: Complaint was settled through BBB mediation

11/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I thought someone had hacked into my PC so I pressed on ********* "Get Customer Support" my antivirus provider. I clicked on their Support link and iYogi indicated they represented *******. An man of India decent took my name and telephone number, the individual remoted into my computer and told me I had (3) critical viruses that he could fix. He had me click on a terms and conditions agreement with no explanation. I asked me how much would the service cost, and he indicated he could get the information later after fixing the problems. I was uncomfortable with his high pressured sales pitch when I told him I did not want their service. He continued with his sales pitch, but finally I was able to get him off my computer and phone. I uninstalled iYogi software that I saw loaded in the Control Panel. I contacted financial services to keep a watch for this company for any charges to my credit card that I did not authorize. I really trusted *******, but this experience is making me rethink renewing my service with them if this is the kind of company they are associating with.

Desired Settlement: I want ******* to contact me about this company iYogi.

Business Response: Dear BBB,

 
Thank you for notifying us of this complaint. With regards to this complaint we would like to inform the customer through you that iYogi is an independent remote tech service provider who is not affiliated with any brand or organization. We clearly mention this fact on all of our websites ******************** * ******************** and other customer touchpoints. We have been accredited by the BBB itself with a rating of "A" and we support more than 3 Million customers. We  try to make this point very clear to all of our callers that we support every brand but are not associated with any in any shape or form.
 
We take feedback seriously though and would definitely like to investigate the incident customer is referring to. We have zero tolerance towards any sort of behavior which could bring bad name to the company as a whole. The case will be actioned upon as per the findings.
 
We thank you for keeping us informed on real customer issues through the Better Business Bureau.
 
Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted ******* for a router issue for our laptops and smart TV. They transferred me to iyogi for a router upgrade. They charged me $119.00 on Sat 11/**/13. They accessed my router via internet and did the upgrade. We were unable to access our smart TV to go on ******* and other internet access. We have not been able to access the internet on our TV. I have tried numerous times to contact iyogi with no response. The number they have listed keeps you on hold with no answer. I did ask ****** *** for an ******* speaking person. He stated that he was speaking *******. I was having a hard time understanding him and he was having a hard time understanding me. He refused to get an ******* speaking person. I then asked to speak to his supervisor. He never got his supervisor either. The number I called was ###-###-####.

Desired Settlement: I would like a refund of the $119.99

Business Response: Dear Dispute Resolution Services,

 
Thank you for notifying us of the complaint with the assigned ID ******* . With regards to this complaint we would first of all like to apologize to ************ for any inconvenience caused to him. Secondly we would like to inform you that *** ********* had also sent us an email in which he had mentioned the same points that he has mentioned over here. The customer wants to cancel his services with us and wants his money to be refunded. Although we couldn't manage to get in touch with him to discuss this case, but we have still gone ahead and respected his decision of cancelling the service contract with us. A complete refund of $119.99 which the customer had paid has been processed. The money should get credited into the customer's account in the next 5-7 business days.
 
Thank you for keeping us updated about real customer issues through the Better Business Bureau.
Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September * I signed up for service with this company, that was supposed to correct problems I had on a new computer. They established remote control with my computer, from their site in India. After they spend hours working on my problem, when I finished this remote control, the computer had a lot of problems that were checked by other services and find out that the job made by iyogi created serious problems that took me hours and hours to correct. Within a day or two, I contacted iyogi requested cancellation of their service and requesting a credit of $ 169.90 that I paid for a yearly contract. They accepted my request, talking to a *** ******, that gave me a reference # **************** as a case for my request. On October ** not having received the credit, I call again, and was told that they would do it immediately. Until now NO CREDIT WAS ISSUED. I don't believe on their promise of credit and after the efforts I made to get the computer going and their failure to credit me, as promised, I thing I am being defrauded on their promises.

Desired Settlement: I just want my money back.

Business Response: Dear BBB,

 
We would like to inform you that we contacted our finance team regarding this case. They have come up with an update that the payment didn't go through in the first place when the customer was supposed to be charged. The payment details came out as invalid, so as a result we didn't receive any money. The front line representatives who the customer talked to wouldn't have known this fact because nobody in iYogi has the access to the customer's credit card details due to security reasons. We would request the customer to get in touch with his bank and take this up with them and they will help him with the credit back into his account.
 
Thank you
Regards
Customer service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a contract (verbal) with iYogi for computer service account ********** . I purchased a new computer. they called as to why we were not connected. We told them we had a new computer and they told us that they would switch the contract to my new computer-they said it is good until July 2014- no charge; however when we called them all they did was try to sell us more service. We told them we did not want anything more but they just kept on trying to sell rather than do what we requested. They had to talk to my husband as I can't hear on the telephone. He finally got so disgusted he hung up on them after REPEATEDLY telling them we did not want more service only what we had. We have a problem now and wanted it fixed.Every time we talk to them they try to sell service rather than take care of our problem.

Desired Settlement: The contract applied to my new computer and our problem with the computer listened to and solved. Please note: they have my address at our Michigan home but we are in Mesa, AZ for the winter.We do NOT want to listen to any sales pitch whatsoever!

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 satisfactory to me and the matter has been resolved. They called and  assured us they will service this computer - no more sales pitches, Thank you for your intervention.

Sincerely,

***** ****


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called bc I paid for norton anti protection for my computer and it was never installed. They said in order to install it they needed to correct my computer which they charged $200 to do. I agreed and was on the phone with them for over 41/2 hrs, when they told me it would take 35 min. In that time their technician got into the registry of my computer and we now r unable to even boot up the computer. The computer does not even function as a result of contacting them. I am completely disgusted!

Desired Settlement: Fix my computer free of charge

Business Response: Dear BBB,


Thank You for notifying us of this complaint. With regards to this complaint we would first of all like to apologize to *********** for the inconvenience caused to her. Secondly we have escalated her case to our Level 3 Senior expert technicians now. We have fixed an appointemnet for **** Oct . They are going to call *********** and rest assured they will fix the computer problem once for ever. They have the expertise to deal with this sort of a problem. We will get in touch with her post the troubleshooting done by them for a resolution confirmation.

Thanks

Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: BOTH iYogi & Total Defense have been notified. But I was told if they reimburse they money that would be the end. Mind you neither have reimbursed us. IF BOTH places feel that is the end to this problem, then our world is in a worse shape then ever, were companies can commit FRAUD and not feel responsible in any way. On our Aug Bank statement we received a charge from a "TOTAL DEFENSE". They said I order a product. TRUE I was on-line and saw what I thought was a free trial, BUT when they asked for me to fill out an order blank and asked how would I pay, I clicked out. THUS the charge. I asked how did they get my name and more important my credit card #. They said they got it from iYogi. I called iYogi who said they don't keep # nor give out personal information. That was a lie. as they said at another time last yr. I brought a product there Tec Support recommended when they were checking out computer. As I found out iYogi buys products from "Total Defense" for there customers. I asked them WHY did they give out our information, they said BECAUSE I had ordered a product of there's. Mind our that was over 1 year ago. and that product was for 2 years. iYogi gave them my information including our card #. I told them they had no right, plus I was told they didn't keep card #. I was told the product I bought that covered 2 yrs. is automatically renewable, I said WHY, especially since I bought a product that covered 2 yrs. they should have caught that., instead of letting that automatically renew itself, and yet they still charged me, which they said they woud refund BUT haven't. I told them that "total Defense" said they would send a "Gift Card" for THER charge they made that went to our statement. I told them NO, To reimburse us by check. WE still haven't received that money from the charge the billed to us. I was told that what BOTH iYogi and Total Defense did was considered a FRAUD. IF iYogi gave out our information, and I don't care what reason they give for doing it, IT was still WRONG. By Total Defense getting my card #,NOT knowing me NOR asking permission was worse. Can anything be done with this 2 companies? I'm sure I'm not the only person who has been treated this way. Only to find out "SO WHAT" a slap on the hand. All they have to do when caught is give back the money.. SO SAD PLEASEEEEE can you do something

Desired Settlement: Besides the refund, I would like an apology. I don't want to talk to them only to be told, I will get my refund, good bye. I'm still waiting for my statement, fearing there my be other charges. I F iYogi gave out our card # to Total Defense who else may they have given it out to? PLUS Total Defense accepted a person's number and made a charge on it without permission. Thank you **** *****

Business Response:

Dear ********* ******,  

Thank you for notifying us of the complaint with the assigned ID *******. We take all complaint/ feedback seriously as it helps in our endeavor to continually improve our services.

With regards to the complaint ID *******, we would first of all like to apologize **** ******* ***** for all the inconvenience. We would also like to mention that iYogi doesn’t passes its customer’s info to any third party. We offer our customer’s Total Defense softwares and if they are willing to purchase it, the payment directly goes to Total Defense (via their payment gateway). As **** ***** was charged 39.99$ by Total Defense, we have escalated this matter to Total Defense and the amount of 39.99$ have been refunded on *** Sep 2013 to the same card through which it was charged (Visa Card, last 4 digits: ****). It may take 5-7 business days for the refund amount to reflect in the card/ account statement. 

As we have received the confirmation by Total Defense that the refund of 39.99$ has been processed on *** Sep 2013 to the same card through which it was deducted , we request you consider this complaint as closed and resolved.


We thank you for keeping us informed on customer issues through the Better Business Bureau.


Sincerely
Customer Service Team
iYogi 

Business Response: Dear ********* ******,


We believe we have already explained everything that was needed in order to clarify things. We rectified our mistake and refunded the money charged by iYogi through Toatal Defense. However we can't be held accountable if Total defense do not fulfill their promise of sending her a check. It's not in our hands what they do. They have their own way of running their business. We would again request the customer to get in contact with them ( in person may be) and demand from them what was promised to her. We really hope that that Total Defense remains true to it's word and sends her the check.

We would request the BBB to close this complaint from iYogi's end and if anything please notify Total Defense about it which may help the customer's case to get what she was promised.

Thanks

Regards
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

At this point I don't care what there explanation is. THEY allowed a second party, that I DID NOT now get my information without asking or alerting me. iYogi is partner with them NOT me. SO they BOTH are party to a fraud. PLU Plus IF this issue had not come up I would NEVER have found out about  iYogi double charging us. Which they should have been aware of, THEY sold me the 2 year package, they have records.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

10/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased computer repair service with I yogi and the service was defective. I paid $169 for repairs and another $99. for hardware and $99.99 for virus protection. After the company performed the alleged repairs. My computer contracted a virus which blocked access to my personal files and indicated that a third party was remotely using my computer. I have contacted my attorney and a letter was send to I yogi on September **, 2013. I have not received any response back from I yogi. They predicted false and misleading, and deceptive acts and practices and in violation of the Minnesota consumer protection Statutes, Minn. Stat. Chapter 325F and they are in violation of Fraud.

Desired Settlement: $367.99

Business Response: Dear BBB,


Thank you for notifying us of this complaint. We would like to inform the customer through you that the refund has been initiated from our end and it should get credited into the customers same account in the next 5-7 business days. We sincerely apologize for any inconvenience caused to her.

Thanks


Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My PC had sound issues and they said by installing Windows 8 the problem would be fixed. I spent $ 265 for the repair. It did not help the problem. So they said by purchasing the service contract for a year for $ 179 they would fix the problem. It did not work. They then said it was my speakers, so I ordered new speakers from them for $ 40. I have spoken to them 4 times and spent hours on the phone. The last call they told me that my Dell Inspiron 530S is not compatible with Windows 8 because Dell does not offer sound drivers for it and that they cannot reverse the installation to bring me back to Windows 7 as I had before. I asked them why one of the technicians did not know it would not work in the first place. Now my computer has no sound at all and they say I have to live with that. If they knew it would not work, then why did they tell me to buy new speakers ? Of course, now they tell me I should buy a new computer from them for $ 460 and that the service contract is transferable.

Desired Settlement: I want a refund credited to my card for the $ 265 purchase of the repair/installation of Windows 8 to my computer since it did not solve the problem, plus the $ 179 cost of the service contract that they coerce you into buying by saying they will not answer any questions on the phone subsequent to any repair work done by them. And the cost of the new speakers is $ 40 which is pointless as the computer by their own admission will never have sound again. My total refund would be $ 484 and I requested this from them and they refused to offer any adjustment of any kind.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With respect to this complaint we got in touch with this customer and scheduled an appointment for him with a Level 3 iYogi tech. The tech managed to contact the customer and was able to help him with the computer problem.

Thanks

Regards
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2013 Billing/Collection Issues | Complaint Details Unavailable
10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I continue to receive sales calls from IYOGI, INC despite multiple requests to remove my number from their calling list. I have also blocked their number on my phone and submitted a formal complaint to the FCC regarding their violation of "Do Not Call." They continue to call and bypass the block despite every effort to stop them. I am being harrassed by this company and my requests to stop calls are going unheeded.

Business Response: Dear BBB,


Thank you for notifying us of this complaint with the Assigned ID *******. With regards to this complaint we would first of all like to apologize to *** ********* for the inconvenience caused. This is certainly not the type of business practice we follow or encourage anyone to do it. You can be rest assured that this will be investigated and appropriate action will be taken thereafter. Secondly, we would like to add *** *********s details to our DNC (Do Not Call) list, however we are not able to find his iYogi account ( reference no) in our system. We have tried searching using his ph no, email address and the name but nothing got pulled up. We would request *** ********* to send us his iYogi subscription details so that his account can be added to the Non calling list and with that he wont be receiving anymore calls from our end.

We will be looking forward to his reply.

Thank You


Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is trying to install software on my computer without my authorization nor desire! I got 2 separate web pages up. One is trying to get me to install PC Tune Up software package http*************************** . This site has BBB logo on its web page and the other a PC HEALTH KIT .http*************************************************************

Desired Settlement: STOP SENDING UNWANTED SOFTWARE & TRYING TO GET PAYMENT for it.

Business Response: Dear BBB,


Thank you for notifying us of this complaint. We couldn't find this customers details in our database. So we were not able to get in touch with him. We don't install any such software in our customer's computer. The only software we install is the iYogi support dock which is done in order for the customer to check their computers performance and some other features. This customer's support dock is probably asking him to activate it because it seems he has a free subscription. If he doesn't want it , he can simply uninstall the complete software from the control panel and then restart the computer for the changes to take effect.

Hope this helps.

Thank You

Regards
Customer service Team
iYogi


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: About a month ago I purchased a computer Anti-virus protection package from this company. A few days later I changed my mind, cancelled the service and requested a refund. Despite at least three phone calls to them requesting a refund, and being told each time that it had been processed and should be posted in 3-5,or 5-7 days, I still have not received the funds in my bank account.

Desired Settlement: I would like the full $49.99 refunded to my **** debit card (bank account).

Business Response: Dear BBB,


Thanks for notifying us of this complaint. We would like to inform the customer through you that the refund of $49.99 has been processed now and the amount should get credited into his account in the next 5-7 business days.

Thanks


Sincerely
Customer service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company placed a virus on my computer that pops up offers to fix my computer when the only thing wrong with it is their pop ups. Then they want to sell me a service to remove the viruse that they gave me.

Desired Settlement: Have them give me information on how to remove the virus/spyware/malware from my computer without requiring access to my system and have this predatory practice stopped and the company shut down.

Business Response: Dear Dispute Resolution Services,


Thank You for notifying us with this complaint. With regards to this complaint, if the customer wants to uninstall any iYogi or third part software / program from his computer he can follow the below mentioned steps.

1. Click on the start menu.
2. In the search box type appwiz.cpl and press enter.
3. The programs window will appear. All the programs/software are listed in the alphabetical order.
4. The program which the customer wants to uninstall/ remove needs to be highlighted and then click on uninstall or remove option. It has to be done one by one.
5. He needs to restart the computer for the changes to take effect.

Hope the above mentioned points help to achieve the needful. The customer can also call us on our toll free no **** *** ****.

Thank You


Regards
Customer service
iYogi

Business Response: Dear Dispute Resolution Services,


Thank You for notifying us with this complaint again. With regards to this complaint, we would like to inform the customer that iYogi does not practice fraudulent business of any sort or manner. We are one of the leading tech support providers in the world with a customer database of more than three million people. We do take genuine feedback seriously however we do not accept anyone questioning our credibility. We have helped the customer with the concern posted and would request the BBB to close this complaint.

Thank You

Sincerely
Customer Service Team
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

As our IT department was unable to remove your spyware any other way, we had to wipe my system clean and reformat my hard drive erasing all of my data.  Although I don't accept iYogi's dismissal of my complaint, there is no longer an opportunity for resolution and I agree to close the complaint.  This does not change the fact that they put something on my computer and wanted me to allow them access, or pay them money, to remove it.  These predatory practices are unacceptable.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed up with iYogi 1/**/12 and paid $400 for tech help until 1/**/15. I also bought a 3 year subscription to McAfee through iYogi for $80. They were good at first at handling issues that slowed down my computer. They urged me to buy an external hard drive and I did so 7/**/12. I bought it from IYogi for $147. Then, after repeated warnings from iYogi that my Windows XP was obsolete and needed to be replaced, I purchased from iYogi Windows 7 on Feb. **, 2013 for $284 . After iYogi check out my computer to see if it would handle Windows 7, I was assured that it would be installed in less that 2 hours by iYogi. After 5 visits/attempts with iYogi and more than 20 hours of unsuccessfully installing Windows 7, I expressed my displeasure with iYogi to them directly. I asked only for the remaining amount of credit that I had with my iYogi's tech subscription. They asked me to call back in a few and see if what they did resulted in the Windows 7 being installed. I called and said that my computer was not working properly with Windows 7 and that the old Windows XP was much better. At least it worked, although slowly. I again asked for a refund and was told it would be coming to my VISA shortly. I asked for and was told my refund was coming in March. I called again in April and was told the same thing. I received an e-mail in late April saying my refund was approved and being processed. I have inquired about this refund 5 times and each time I have been told it was coming. My last call to iYogi was on August **, 2013 and I was told it was credited to my VISA on June **. IT WAS NOT! I looked at the past 4 VISA statements (one is out today) and there has been no credit issued by iYogi.

Desired Settlement: I have asked for and been promised by iYogi ( verbally and in e-mails) on numerous occasions for over 6 months that my refund was either being processed or credited to my VISA. I just want the credit due me. I paid $400 for tech support from 1/**/12 to 1/**/15. I have been off of iYogi since May 2013, so 16 months of service with iYogi. $400 for 3 years = $11.11 plus per month or $177.78 for my 16 months. I believe iYogi owes me at least $222 for the unused portion of the service agreement

Business Response: Dear BBB,


Thank you for notifying us of this complaint. With regards to the complaint we would like to inform you that the customer got in touch with us over the phone. He wanted to cancel the remaining part of his contract with us. We have an automated system which calculates the refund amount due to a customer. So in this case the amount came out to be $100. A check has been dispatched to the customer's address and it should be there in the next few days. The case has been closed from our end.

Thank you for updating us on real customer issues through the BBB.


Regards
Customer service Team
iYogi

Business Response: Dear BBB,


We would like to inform the customer through you that after discussing the case with the management we have decided to dispatch another check of $100 in his favor. The check will be there in the next 7 days or so. We request the BBB to close this case now as we feel that we have done enough and gone beyond our policies in order to bring this to a resolve.

Thank You


Regards
Customer service Team
iYogi

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 satisfactory to me and the matter has been resolved. Too bad it took so long, 7 months, with too many e-mails and  promises not being kept by iYogi. I hope no one else has this experience with iYogi in obtaining their rightful refund when it is appropriate.

Sincerely,

****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just wanted to get my anti-virus software put on my other pc (***************) they popped up told me my computer had too many registration errors to be able to install webroot I told them I had just had a new harddrive put in after they supposedly fixed my computers performance and installed webroot and there service all kinds of stuff was popping up on my computer and when I try to go to internet explorer it goes to the antivirus software as my search engine it is all messed up and have notified my credit card company to stop payment on this and dont know if webroot knows that there reputation is on the line will be contacting them also

Desired Settlement: and be able to take computer to a reputable repair person to fix what they have done and see if my identity was compromised in any way

Business Response: Dear BBB,


Thank You for notifying us of this complaint. With regards to this complaint, we would first of all like to inform the customer that iYogi is one of the leading remote tech support providers in the world. We possess a BBB rating of 'A' and serve more than 3 Million customers across the world. We do not practice or encourage any sort of fraudulent behavior towards our customers. Our measures are clean and transparent. Secondly we have gone ahead and processed a complete refund of the amount that the customer paid us because we believe if someone isn't happy with our service ,its won't be ethical on our part to keep the money.

There is nothing that the customer needs to worry about as far as compromising her computer is concerned. She can get it checked from wherever she wants.

Thank You

Regards
Active Response Team
iYogi 

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Thursday August ****, 2013, a technician of this company worked on my computer for at least 2 & 1/2 hours, then he said he could not rectify the problems. He then said he would get another technician to contact me to set up another date and time he could work on my computer. When the 2nd technician phoned, we set up a date and time for Wednesday August ****, 2013. The time was set between 4p.m. and 5p.m.. The technician actually phoned at 3p.m., but I did not mind the earlier time. As it turned out this earlier time was better, considering the amount of time he worked on the computer, which was 3 & 1/2 hours. While we were still connected, everything seemed to be in working order, then as soon as he finished the remote control session, the things that I wanted him to work on, re-installing Scrabble, Bejeweled 3, Bejeweled 2 Deluxe were not working properly once again. When I phoned back the next day to let then know that the computer was not working properly once again I was bombarded with a whole lot of sales pitches, saying I need I and that and at outrageous prices. I told the individual several times I did not want to hear anything, all I wanted was them to fix the computer according to the agreement. He continued his sales pitch and by this time I was totally aggravated, at which time I informed him that I was going to file a complaint with the BBB, also was thinking of filing a small claims court action for a total refund and monies for all the aggravation I have put up with since May **** 2011. I also told him that I was going to write to our local newspaper to alert others of their shabby business practices. I have not acted on the later two at this point, but if I do not get total satisfaction through this avenue, I will seriously consider the other actions I have mentioned. Then, the next day a woman from this company phoned and told me that if I did that I would be ruining their reputation. I told her I did not care as I have had my fill with the previously mention shabby business practices. That is where it stands at the moment. She did say that she would red flag my file, so that there would not be any further sales pitches in the future, now whether this is the actual reason she is red flagging it, time will only tell.

Desired Settlement: I will except nothing less than a total refund including taxes etc. that were involved at the contracts conception. Since I have been tolerating their shabby business practices and not complete satisfaction for the service that they provide for some 16 months, I feel some compensation should be forth coming. I will except nothing less than my original investment plus that amount once again. I feel that is the least they can do. I will promise not to go ahead with the other actions I mentioned earlier.

Business Response:

Dear BBB,

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously.

With Reference to the complaint  ID *******, we managed to get in touch with ********** regarding this case. She has agreed to continue the services however as a compensation for the amount of time and energy she had to spent with us, we have decided to extend her contract with us for an additional one year without any charges. The contract will be extended in two periods of six months each. We have made the needful changes on her account accordingly. We will be sending her an email which confirms the same. We apologize to her for any inconvenience caused and hope to serve her better in the future.

Thank You


Regards
Customer service Team
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/3/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: my complant about product that I did not reacived.i orded windors #8 dis also home student.this was order on 5/**/2013 product was no good and was ship back.another product was ship.that was ok mean while they was suppose ship hard drive with that product that I did get.that don't wont refund my monet.on 4/**/2013 charge $152.49 also $130.49.when I ship that bach they charge me another $177.49.they charge me for a hard drive that I didn't get.$130.49 is what they should give me back for hard drive.i didn't not get that computer part.i have being trying get this back since june.

Desired Settlement: no settlement has being made they wont settle this matter.all they keep telling me they are investage that all.

Business Response: Dear Dispute Resolution Services,

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would first of all like to bring into your notice that the products (the disc and the hard drive) were originally purchased on 4/**/13 by the customer. Both the products were delivered at the customer’s place in a single combined package. The package was received by the customer after signing the delivery receipt. Attached is the delivery receipt which confirms the same. The customer called us after almost three months saying that he never received the hard drive sent by us. We find it very hard to believe and accept because like we mentioned above it was a single combined package and if he received the Disc, he is ought to have received the hard drive as well. We also confirmed it from our vendor who is responsible for delivering the products and they have said that the combined package was delivered and received by the customer at his address. 

So, we request you to consider all the above mentioned points along with the attachments that we are sending and close this complaint as the customer’s claim of not receiving the hard drive is false and not at all justified. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They don't fix any problems they only create problems so that you have to buy more products. They should not be allowed to be doing business! They sold me products to fix my computer but the problem was never fix and then because of having to call them constantly I had to pay more for a different service that included tech support. The problem has still not been fixed and now I have to take my computer to the real professionals to have the problem fixed...hence I'm spending even more money!

Desired Settlement: Full refund amount of $250

Business Response: Dear BBB,


Thank You for notifying us of this complaint with the assigned ID ******* . With regards to this complaint we would like to inform you that *** ********* had contacted us by calling on one of our Toll Free no's. He had a chat with the representative as well as the team manager and a refund was processed on this account. All the refund details were emailed to the customer and we expect the money to be credited back very soon. The case was closed upon receiving the customer's consent.

Thank You

Sincerely
Customer Service Team
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 I was not given a full refund only a partial refund. I spent money on their product that broke my computer! I want all of the money they took from me back not just some of it! 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** **********




 

Business Response: Dear ****** **********,


We would like to inform the customer through you that we have now refunded the remaining amount as well. The money should get credited into the account in the next few days.


Thanks


Regards
Customer service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Problems with Product/Service | Complaint Details Unavailable
8/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunday, August **, 2013 I was called for technical support. I spent over two hours on the telephone. I was experiencing difficult with REconfigurating my laptop and printer wirelessly. I was taken through some troubleshooting some troubleshooting procedures. At first, the steps requested did not change the status of my problem. At first, they told me that my printer was broken yet I insisted that it was in "like new" condition and just needed a simple fix. Eventually they were able to understand that the printer worked just fine as "documents" were able to be copied. With such a turning point, this is when I feel I was led astray, as I should have been directed through other troubleshooting problems. Instead, they said the issue was an internal problem with the computer. The laptop is used for personal use only as its brand new, and has a very cautious owner. Furthermore, they told me that I must pay for their service in order for them to fix this complex problem in which their techinicians will be able to handle. $120 for 2-time fix, and $180 for an annual fix. I was not convinced at all to pay such a large sum of money. I felt a lot of pressure to be forced to buy (any or) the annual fix as I knew my laptop nor printer were in insecure infected conditions. I was told that in order for them to fix the problem, I'd have to pay this unreasonable amount of money for them to fix this problem. As I would continuously remind them, The laptop is used for personal use only as it's brand new, never has had any problem, well-taken care-of, and has a very cautious owner.There was so much pressure, so I felt the only decision that was to be made was to relinquish $180 and take their word of the complexity of the issue and the need for their service. They told me that my laptop needed to be cleaned up from programs that were stoppping the connection. But as I watched them take a hold of my Desktop, nothing major was done, as my computer did not have any bugs nor even have a history of having them. Also, when my computer password was requested, they checked a box "Show Password," which I consider is intrusive of private knowledge. Moving on, I was directed to go to the back of my printer and rearrange some wires. And that was the simple fix. I feel taken advantage of, as the problem had nothing to do with my hardware, even though they tried to convince me otherwise. They were able to fix the problem, but the amount of pressure and deception that has made me feel about this situation just appalls me of people's mindset in how they use their knowledge. I find this very unprofessional, unethical, disrespectful, and cruel.

Desired Settlement: A complete refund.

Business Response:

Dear BBB,

Thank You for notifying us of this complaint with the assigned ID ******* . With regards to this complaint we would like to inform you that we contacted **** by calling on her no. She is under the impression that her computer is working fine at the moment and she doesn't need any technical assistance or subscribe for any service. We have respected her decision on cancelling the subscription. We have gone ahead and initiated the refund procedure. A complete refund of the amount $179.99 will get credited into her account in the next 5-7 business days.

Thank You

Sincerely
Customer Service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Problems with Product/Service | Complaint Details Unavailable
8/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was led to believe I was calling the Apple support line but in fact was contacting this third party service provider who was illusive on the phone and asked personal questions I later wish I hadn't answered. When confronted about what company I was talking to the man on the phone did admit it wasn't Apple support but was insistent that I pay him for services to fix my computer issue when I had clearly already identified that I had coverage through Apple for this type of problem. When I suggested that it should be covered by Apple Care Protection that I had purchased he insisted that it wasn't and that I was going to have to pay him for the call. I got their number from a google search looking for apple support's phone number and they were one of the sponsored links at the top of the search. This and their nature on the phone makes me think what they're doing (pretending to be Apple) is very intentional. They SHOULD be very clear at the beginning of each call about who they are and if it seems like a customer thinks they called Apple should indicate that you've called a separate company. Their business practice is unacceptable.

Consumer Response: In response to your email - No, I did not pay for the call. I detected the fraudulent nature of their business scheme and clarified who they were and then terminated the call. I'd like an explanation from the company as to whether they train their phone attendants to be clear about who they are. The man I spoke to avoided answering my questions and instead of stating they weren't Apple and that I should call them if I have coverage, he kept insisting that he would fix my problem and that I needed to pay him. I'd like them to look into the staff member to see if his conduct was against their training but unfortunately I don't have the staff member's name. If nothing else I would like them to acknowledge that their business practice in this case was unacceptable and I would like this information to be published online on the BBB website as I suspect this is a common practice of this company. 


Thank you,
******** *****

Business Response:

Dear BBB associate, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have already investigated this case internally from our end and the reports confirm that the tech did not misrepresent iYogi as apple at any point of time during the call. iYogi is an independent third party service provider and we clearly mention this fact on all of our websites like ******************** and ******************** and other customer touchpoints . We are not affiliated to any brand or organization and possess a BBB rating of A with a customer database of more than 3 Million. We take feedback very seriously and that’s why we reacted quickly on this case in order to investigate it. 

We still would like to apologize to the customer for any sort of inconvenience caused however his claim of we misrepresenting as Apple is clearly not justified. 

 We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: IYOGI *** * ********* ** *** **** ******** ** ***** ###-###-#### http******************** I am a Computer Contractor, My company HK Computer Solutions, was Hire BY IYOGI to service a laptop for a customer. I fix the LapTop, and the customer was happy, and gave IYGI a raying for 1-10 and the customer told them a 10 on my part, and now the customer complain that I scratch his LapTop and IYGI reimburse the customer money and only pay me 50.00, and the total is 90.00.How do I know the Customer did the damage to his own LapTop, the customer sign the work order and was happy, and I have a copy of the work order.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my 90.00, If not I take this to a civil court and 5X the amount that owed.

Business Response: Dear BBB associate,


We have got in touch with this onsite technician and resolved the matter with him amicably. Please consider this complaint as closed.

Thanks


Sincerely
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have a statement that state they took out 169.99 {******************}********** ny on 11/*/2012 also they took out 29.99 {total ***********} *********** **

Desired Settlement: please help everyone to understand don;t always believe everything you hear.I would like to have my money back thankyou

Business Response:

Dear BBB associate, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would like to inform you that the original account as far as this case is concerned is by the name of ***** ********* who originally registered with us on 04/**/2012 and has been a customer since.  *** ********* then again paid $169.99 on 11/**/2012 for a one year subscription and a further $29.99 on the very same day. The transaction was processed only after receiving *** *********’s and his wife’s authorization on it.  

If *** ***** ********* wants to discuss any problem related to the charges or services received he can call us on our toll free customer service no **** *** **** and we will be more than happy to assist him. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Being online with an IYogi technician, he sold me a new operating system to replace Vista, namely Windows 8. We were communicating through a chat box. He said to enter my credit card number on the chat box, I did then I remarked that it was not secure, he said if you want secure, punch the numbers on your phone instead, so I did, but since that purchase, I have had a fraudulent use of my credit card, from vendors in NYC, mostly from Bulgari, Dior, Lancme, Perfumania, also Carson and HSN- 0n;ine which is a site for women's clothes, as well as Guess, Vera Bradley and ebags. Because of the timing and the nature of the purchased goods,I believe my Visa card information was fraudulently used by a female iYogi associate after I purchased Windows 8 from them. The total of the money withdrawn from my account is $ 1662.52.

Desired Settlement: I want a full recredit and investigation done. I might press charges.All these purchased have been made after my purchase of Windows 8 (purchased 7/**/13 but it went through 7/**/13 at 21:10), some that night between 22:00 and midnight, others the next day.

Business Response:

Dear ****** ****, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we at iYogi would like to set the record straight that we DO NOT charge our customers without their authorization. We DO NOT keep any credit card information saved with us and so the customer’s claim of we misusing her card is not at all justified and we categorically deny these allegations. 

The customer had purchased a windows 8 disc from us for $264.99 on **** July’13 however she cancelled the order the very same day, hence the transaction got voided and we didn’t receive any money. She purchased another Win 8 disc on the same day for $163.99. The card was charged for the same amount ($163.99) the next day (**** July). We use an automatic IVR system to charge our customer’s and no manual details are used to capture the credit card info.  

We request the customer to get in touch with us on our toll free Customer Service no **** *** **** or email us at ************************* . We will be happy to assist her with her queries. 

We request the BBB to consider the above mentioned points and close this case and thank you  for keeping us informed on real customer issues through the Better Business Bureau.

 

 

Thank You 

 

Regards 

Customer service Team 

iYogi 

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 satisfactory to me and the matter has been resolved.

I cannot send a response because the body is blue and won't accept typing.
Please note that I accept the response of the business, IYOGI and considered this complaint solved.( complaint ID ******* ).|
 
Sincerely,

********* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've just read all the complaints about iYogi and glad that I'm not alone. Ever since spending the $169 fee(Sept.2012) for a one year of service for my wife's laptop. My computer had a virus, so I contacted Dell and they suggested iYogi. They were very helpful at first. Two months later I contacted them about an issue with the computer, it was suggested that I pay an additional service fee so they could go on my computer monthly, rather than my wife calling in. So I just paid $169 and they want me to cough up another $59, and also suggested I get rid of my McAfee service and use theirs for an additional fee. Why is the technical department trying to sell me additional services? They probably get a commission. So I field a complaint with a supervisor. A few months later my wife was having trouble with the sensitivity of the mouse pad on the laptop. Still happening to this day, they couldn't fix it. Two days ago we received a phone call from iYogi saying that our service had just expired on July ****. My wife told them no she wasn't happy with the service we received. A few minutes later we tried to shut down her computer, it would not, no safe mode nothing(I'm very suspicious). So she called them back, they told us they would help, we talked to customer service and before they transferred us to tech support my wife asked when our service expired, they stated October ****, wait didn't someone just call and say it expired. He said no we have until October **** and that must've been a phony call we got. Now to Tech support, he proceeded to help my wife with the computer. While on the phone my wife asked him when our service expired he said Sept ****, what??? Three different responses from three different people. I called the number from another phone that called earlier. A message came on saying this is iYogi process department, no one answered was too late in the evening. So they do exist. The tech support guy tells us that they don't have any such department. Lies, more lies. I ask him to have a supervisor contact me the next day, told him three times. He put it in the notes of our account. After he finished he asked my wife to fill out a survey on him. She did, guess what, next day no call. When I called back (not happy), I asked for a supervisor, told him what happened. He showed no note for anyone to call us back. We told him about the people calling us saying our service expired, he said no you didn't get a call, I gave him the number and asked him to call it. He didn't, said something about a scam. So we just got a call out of the blue from a scammer saying that our iYogi service had expired. More lies. There is a language barrier, no doubt, I repeated myself several times, that I wanted a call back in one or two days, telling me why this happened. My wife wants a refund for the two months of service remaining, they said no. All iYogi does is try to sell you products and services they don't provide. Scam, lies, I just wonder where all the computer viruses come from, maybe the same building in India.

Desired Settlement: I have just over two months of service left, they refuse to refund the balance. I believe that they are committing fraud, trying to scare the consumer into buying additional products and services they don't need. I'm not the only one having issues with iYogi. check website; ******************************************************************

Business Response: Dear ****** ******,


Thank You for notifying of the complaint with the assigned ID *******. With regards to this complaint we finally managed to get in touch with ********* and discussed the case with her in detail. We apologized to her for any inconvenience caused from our end. The annual subscription they payed for ($169.99) is ending in the month of September 2013. So we have gone ahead and refunded them the remaining amount which came out to be $40. The money will get credited into their account in the next 5 working days. We appreciate the way they co-operated with us on the phone in order to bring this case to a closure.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.


Thank You

Customer Servivce Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I DONT know where to begin....i rep from the company called my mother, saying she was due a refund....my mother, who is 74 yrs of age, gave SOME info to her banking.... then they tapped into her computer and took it over....its been a few weeks of HELL with these people demanding more money, evening asking my mother to go to twestern union to wire money ASAP to INDIA...thank goodness the people at western union did NOT adhre to my mothers request...next she told the people at iyogi and they said to go to another western union....are you serious? so today i told my mom to pull the plug on all communications with iyogi.net

Desired Settlement: to end this kind of company.....

Business Response:

Dear BBB associate, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would like to inform you that **** ******** ********* (the customer) has been our customer for more than three years now. We have maintained a very healthy relationship with her. We have helped her numerous times whenever she called in with regards to a computer problem. 

It seems like someone (probably a competitor) is trying to call her and gain undue access to her computer. Someone is definitely trying to misrepresent themselves as iYogi and thus trying to access her information. We have had a few incidents of this sort in the past so we strongly advise **** ********* to not to give any sort of access to anyone who calls her. We at iYogi don’t call customers. We work 24 hours a day just to receive calls. Please call us back on our Customer Service number **** *** **** or email us at *************************  if you need any further clarification on this.  

This is a matter of grave concern to us as well as it’s our name as a business which is getting defamed here. We will be investigating this in the best way we could. 

We have emailed *** ********* ******** all the details we could and the numbers she can call if they feel anything suspicious again. We hope to serve her again in the future however we thank her and *** ********* ******** for bringing this thing into our notice. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  i do not wish to contact them, nor does my mother.  


I have several emails to/from said company indicating they want wire transfers/monies paid, of which we have reported to the fraud department
are her bank to recover these funds.  


Sincerely,

********* ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a hp computer,thought I was dealing with hp support,somehow iyogi got directed and was billed $119.00 to correct my computer issue which already had warrenty from hp,they never said they were not hp.After almost 2-2 hour tech repairs,they kept trying to get more money,I was/am so fed up with them.I told them I was done.I called hp customer service and found out that they are aware of iyogi,and that they are not tech support for hp.I had to stop payment,uninstalled their access to my computer,cancelled my bank card,what a nightmare this has been.I called them (iyogi) told them I was aware of who the really are,the fact that I was misled,hp knows who they are,the guy kept saying ok,what do you want,I told him I stopped payment,would report them to bbb,and not to call me.He called back 4x's,I finally hung up.I got a email saying I would have credit 5-7 days.I told him this company was fraud,and cost me a lot of time and $$$,not to call again

Desired Settlement: for this company to be exposed to the public,shut down,keep them from ever doing this to someone again

Business Response:

Dear ****** ******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we first of all would like to apologize to **** ******* for any sort of inconvenience caused to her. iYogi is an independent third party remote tech service provider which is not affiliated to any brand or organization. We clearly mention this fact on our websites and other customer touch points. We don’t practice or encourage any form of fraudulent business to take place from our end. We have already processed the complete refund of the amount that the customer had paid us and the money will get credited into her account the next 5-7 business days. 

We take feedback very seriously and would definitely like to investigate this matter. We will action as per the findings and make sure that nothing of this sort gets repeated again. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

Sincerely 

Customer Service Team 

iYogi 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


I have not got the credit as of yet, Iyogi said it coudld take upto 5-7 days.In the meantime, my bank ********* **** has filed a dispute,I will not accept any resolution  until I have been issued credit.

Iyogi is posted all over the internet for running this type of misleading service.I feel they can wait until I am fully satisfied.This has caused a big issue in my banking because of Iyogi's business practice. 

***** *******

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response:

Dear****** ******, 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would like to inform the customer that the transcation was voided. It takes three days for the money to actually get debited from the account, however since the subscription was cancelled a day after he agreed to pay for it, hence we never received the money. This means that the money never got debited from the account and incase if it shows it has been debited on the monthly statement , we request the customer to ask his bank for a new statement and that will surely show that the money got credited back on the very same day because the transcation never actually took place. Getting in touch with his bank will more than sort this out.

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

Sincerely 

Customer Service Team 

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I provided iyogii a payment for $169.99 and 29.99 in the month of February of 2013. Do to issues that I encounter the following month I disputed the charge with the credit card company "First Premier Bank" I stated to them that my services where not been render do to constant issues with this company. In May * 2013 they refused to send the money back and I was asked that I needed to work with the merchant at the time to receive their services. There contract states one year service for this payment. I contacted them on July * 2013 and I was advice that my services were suspended and I could no longer receive their services. I stated to them that they had received full payment and the contract states one year of service and that they could either provide me with the services I had already payed for or refund me the money. I have a copy of their contract as well as "premier Bank" on the dispute. The only answer I was provided with is that I could call my credit card to resolve this issue and I did. They stated to me that they gave them full payment and did not understand what they had to do with this matter!! iyogi will not provide their services as stated in their contract, provide a refund, have been refused to talk to a manager and customer service will refuse to provide me with a letter or email stating that my services have been suspended. Their phone calls supposly have recorded as I was told and our conversation will state that all the information and accurate and truth. To top it all of I was offered to buy another plan to protect my computer for an additional $99.99 for the year. When I refused the offer do to previous experience I was told I could once again pay $169.99 for services LOL

Desired Settlement: I will like a refund. The simple part is I have worked with them provided them with a second opportunity and has once again been refused services. Even before I disputed the charges. I would not recommend this company. They have breached their contract.

Business Response:

Dear ***** *****, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would like to inform you that the dispute with the bank has already been resolved. We have gone ahead and added a free incident tech support on the customer’s computer. We tried getting in touch with her on numerous occasions in order to get the computer problem fixed on a permanent basis however we have failed to establish any contact. We would like to inform the customer that she can call us anytime with regards to the computer issue and we will be more than happy to assist her. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During the month of February 2013 Iyogi tried to install Windows 8 on my Dell lap top, they tried several times and were not able to install the software. I took my lap top to Best Buy @the Forum in San Antonio the Geek Squad tech informed me that my lap top lost all its memory including all programs and usb connection. I telephoned Iyogi on May **/2013 and spoke with (********) a technician and informed him that I no longer required Iyogi's technical support and could they reimburse the last six months for service not rendered, the sum of seventy dollars. Iyogi refused and informed they were not in the business of refunding money but they would give me and extra six months free for technical support (I declined). I no longer use there technical support since the month of May. And would appreciate a refund of seventy dollars from Iyogi. Thank: **** ********* ******

Desired Settlement: Payment of seventy dollars in cash mailed to my home address.

Business Response: Dear *** ******,


Thank You for notifying us of the complaint with the assigned ID *******. With regards to this complaint we got in touch with ********** and discused this case in detail with her. The current one year subscription that she had purchased expires in the moth of September'**. So, we have provided her with a system generated prorated refund , which apparentkly has come out to be $60.

We reached a consensus with her on this and detailed her about the refund procedure. The money will get credited into her account in the next 5 working days. We apologize to **** ****** for any sort of inconvenience caused to her from our end.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.



Sincerely
Active Response Team
iYogi

Business Response: Dear BBB,


Thank you for notifying us again of this complaint.

With regards to this complaint we have processed a refund of further $20 which makes the total as $80 now ( the customer wanted $70 refund as per her desired settlement in the first statement). The money will be credited in the next 5-7 days. We would also like make this point that the subscription was supposed to end in September of this year and that means only three months were left on it as supposed to six months mentioned in the above complaint.

We request the BBB to close this case now.

Thank You


Regards
Customer Service Team
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

********* ******



 After several conversations with Iyogi they did refund amount to my satisfaction.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Iyogi upgraded my computer software in March, 2012. This year I have been receiving phone calls daily from Iyogi. The first call or two I told them I did not want their services. Each day Iyogi tries again although no one leaves a message. It is telephone harassment and needs to stop.

Desired Settlement: I want nothing more than the daily phone calls to stop.

Business Response: Dear ****** ******,


Thank you for notifying us of this complaint. We have taken note of it and apologize to ********** for the inconvenience caused. We are investigating this matter and will action as per the findings. In the meanwhile we have added the customers details to our DNC list which will ensure that she won't receive anymore calls from our end. We have also notified the customer about the course of action taken by sending out an email to her.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.

Thank You


Regards
Active Response Team
iYogi

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: For the last several months my wife and I would receive numerous phone calls from I Yogi asking us to renew our business with them. Every time I answered the phone I would tell the I Yogi representative that I no longer wanted to do business with the company. Every representative told me they would stop calling and remove me from their calling list. They would continue to call and I would tell them the same thing, to stop calling. Today I had 3 more calls from the company and I even had one of the representatives tell me that, I CALLED HIM?!? I have been harassed by this company for a long time and want it to stop please!!!!

Desired Settlement: I want to be assured that the companies bad business practices are changing. I do not want phone contact anymore from the company but do request some form of an apology from the company admitting to the bad business practice.

Business Response: Dear ******* *********,


Thank you for notifying us with the complaint ID ******** With regards to this complaint we first of all would like to sincerely apologize to *** ********* for the inconvenience caused to him. iYogi is one of the leading remote tech support providers and we certainly don't practice or encourage anything of this sort. We believe and always thrive to attain total customer satisfaction

We do take feedback very seriously and will be investigating this matter and then take action as per the findings. In the meanwhile we have added the customer's details to our DNC list which will ensure that he doesn't receive anymore calls from our end. We have also sent him an email confirming the course of action taken.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.


Thank You


Regards
Customer Service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a service with I yogi for 79.99 07/**/13 and 4 days later they charge to my account 85.75 more witch put my account on negative.

Desired Settlement: I want my money back

Business Response: Dear BBB associate,


Thank you for notifying us of the complaint with the assigned ID *******. With regards to this complaint we tried getting in touch with the customer by calling on his primary phone number , however we have failed to establish any contact yet.

iYogi would like to set the record staright that we do not over charge our customers. The amount deducted from the customer's account is $79.99 as was quoted to him at the time of him agreeing to it. We don't include any taxes or additinaol payments in our subscription fee. So we believe the customer should get in touch with his bank and get it sorted out with them.

Thank You


Regards
Customer Service Team
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, I called back and talk to one of the customer service representative. He was rude but he told me I will have my money in my bank. I did have three transaction one for 79 the other for 85 and a next one fory over due account balance I have it resolve.

Sincerely,

**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a maintenance contract for $399.99 for a 3 year period beginning mar **, 2013 and ends jun ** 2016. on Jul *, 2013 I received an e-mail that they cancelled my contract, I called and they confirmed that they cancelled my contract and they would make a new contract without the discounts that were in the original agreement. I told them I would allow them to make a new contract but I wanted everything that was in the original contract and I am not willing to pay a penny more. They explained what they would put in the new contract, but they would not put it in writing (e-mail) I said that I think this is a scam that it was called Bait & Switch. I have at no time authorized them to cancel my contract. I have e-mails for the purchase and their cancellation

Desired Settlement: Request they reinstate agreement as it was, and I want something explaining the terms (e-mail will work)

Business Response: Dear BBB Mediator,


Thank You for informing us about the complaint ID *******.

With regards to this complaint we managed to get in touch with the customer and sorted this whole thing out. This all had started with a little confusion from our end. We sincerely apologize to the customer for that. He has been such a valuable customer and we intend to serve him in the best possible manner going forward.

Thank You


Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This number (*** *** ****) started showing-up on my Caller ID possibly 2 & 3 times per day for 2 months. Because of information on a stop 800 numbers sight, I called iYogi's Customer Service#: *** *** ****. The *** *** **** contact "knew NOTHING" but forwarded me to *** *** ****. The first contact, lied to me, then had to talk to his supervisor, then hung-up on me after several expletives on my part. The next contact assured me (as tho my 'expletives' had spread quickly throughout iYogi's phone banks) that I would receive no more calls. The following day I continued to receive calls. I recalled *** *** **** & after a great deal of anger, I was told, yet again, that the 'RED FLAG' (which means my name wasn't eliminated from their telemarketing list the day before) that had been placed by my name was now removed & I would receive no more calls. WE'LL SEE????

Desired Settlement: I believe this policy of pressure sales is habitual with iYogi & needs to stop.

Consumer Response:


I want my desired settlement to be considered as information to the BBB & that the business (iYogi, Inc) be aware of this as well.

Sincerely,
*********************************

Business Response:

Dear BBB associate, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With reference to complaint ID *******we went ahead and added ** **********'s details to our DNC (DO NOT CALL) list which will ensure that he won’t be receiving anymore unwanted calls from our end. We are getting this case investigated  internally as this is something we don't practice or appreciate.We sinecrely apologize to ** ********** for the inconvenience caused from our end.

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

  

Sincerely 

Customer Service Team 

iYogi Technical Services 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted iyogi thinking I was calling Mcafee, I was flustered and had typed Mcafee into google and called the number that appeared without looking. When they answered I asked if they were McAfee. I was told yes, they work McAfee. I explained my problem, that since installing McAfee on my computer it has not worked and it was frozen to the point that I couldn't even remove the program to reinstall it. My computer had not been scanned by virus protection since installation on 3/*/13. They assured me that they could recifiy this situation and asked permission to access my computer. Once in my computer they ran a diagnostic test that revealed that I had windows errors (which was due to my trying to restore my computer and I had not reinstalled the updates!) and there were registry errors and something about junk files, it was definitely not specific to the McAfee issue. I was told that if these issues were fixed that my McAfee would work properly. NEVER did anyone even look at the McAfee program to see what was wrong. I was given a song and dance about the services and needing to fix my computer asap with what they determined was wrong with it at $400 for 3 years or $299 for 2 years. I said I did not want to spend any money on my computer several times and that if anything I would just by a new computer. They were very insistant and wouldn't let me hang up and seeing as they were inside my computer I didn't want to hang up on them. A supervisor came on and said that for $169.99 I could do 1 year. I agreed to this, after confirming with him several times that my issues would be resolved. ****I only called for the McAfee problem! The technician came over the computer and started the "repairs". Once he said he was done and we hung up the phone immediately rang and it was a customer service rep who wanted to see if I was satisfied with my computer. A little hard to tell since I haven't even been able to touch it yet! He told me to restart my computer and I shut it down on accident. When I did this I saw that the technican had never even installed any of the window updates that supposedly were so "critical" to my computer that needed "immediate" attention and correction. There were 12 updates there to be done!!!!! As I shut it off the updates had started. The representative that called ME got annoyed with it taking so long and told me to just hold the power button down until the computer shut down. I did this, the computer booted back up. He asked if I was good now. Well, no I wasn't. The first thing that popped up was McAfee saying my computer was at risk because it wasn't installed properly. I was seriously mad and he transfered me back to the technician. He did something again and said that I was all set. I turned on my computer this morning and my McAfee is NOT WORKING. Now I have this software on my computer and I don't know what's on it, if it's good.. does it contain any spyware or anything?? Funny things keep happening today. I've not been able to turn my computer on since last week when I worked with them unfortunately. I googled iyogi after this to see what this company is all about because when I was first on the phone with them I noticed the BBB logo on their website. This is another reason why I continued with them. In my research afterwards I've learned that this company in fact has numerous complaints against it, they got an A simply because they correct all of their complaints. I had watched a Youtube video of a gentleman called iyogi with a computer issue was dismayed to see them do the exact same scan with the exact same results as mine. His issue was that his speakers weren't working. I am appalled with this company and their A with the BBB. I thought I could trust the BBB and I've learned I can't, not without doing much, much more research.

Desired Settlement: I want my money back.

Business Response: Dear ******** *******,


Thank You for notifying us of this complaint. With regards to this complaint we have gone ahead and processed a complete refund of the amount that the customer had paid us. The money will be credited back into the same account in the next 4-5 working days. We apologize for the inconvenience caused.


Thank You

Regards
Customer Service
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I am writing on complaint #*******. This was closed before I had a chance to respond. I have been waiting for iyogi to refund me my money in full and to date have only received a partial refund. It had taken me a lot of talking to get iyogi to even give me my full refund, they claimed it was their policy to keep $59.99 of the $169.99 (for the whole 6 days I had between calling theom to fix my computer and calling them to give me a refund) yet when I questioned where it was written that this was their policy I was told it just it. I said I wanted it in writing that I agreed with this and they could not provide me with proof. Even still they wanted to process my refund for the lesser amount. After much argument I have gotten that back in full but there was a seperate $29.99 charge on my credit card that I never did authorize in the first place and that has yet to be refunded.
 
I was addressing my emails today and taking care of all of my neglected things because school is finally out and the last few days have been rough. I think it stinks that my complaint is going to read: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB, when this isn't true. For one, I'm still waiting on my refund that was supposed to be credited within 4-5 days and two I am responding it was just late.
 
******* ******

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: Dear ******** *******,


Thank You for notifying us of this complaint again. With regards to this complaint we have gone ahead and processed the remaining refund of $29.99 to the customer. The money will get credited into the customer's bank account in the next 5-7 working days.

Thank You


Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I subscribed to iYogi a about 45 days ago. They fixed the problem. They insisted I purchase McAfee antivirus. Since that purchase I have had nothing but problems. Now on June **, 2013 I called them because the virus was back in my computer. They hung up on me. I am unable to connect to their service. I have been on hold on the phone for over 45 minutes. Now I have to spend more money to undo what they did.

Desired Settlement: I want my money back for their services and McAfee antivirus program

Business Response:

Dear ****** ******

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we got in touch with **** ***** and apologized to her for the inconvenience caused. She was very co-operative and agreed to our proposal of having a tech work on the computer and fixing it. The computer issue has been fixed now and **** ***** has agreed to continue her services with us and we will make sure that going forward we will provide the best possible support to her from our end. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I typed on Google / Google message retrieval. I spoke with once again, yet another person who barely ****** *******. I ask him if he could retrieve sent items from my gmail. He said yes ofcourse we can do that. When we got into the process, he tried to see me Norton Spywear, and he told me someone was trying to hack into my computer from North Carolina. I know no one in NC, and my it guy walked in when I was talking to the guy. I ask my IT guy, and my IT guy said, hang up, it is a scam. I hung up, the guy fro iyogi called me back, and said THIS IS NOT A SCAM. Was very angry. He scared me, and now I am afraid he is going to hack into my computer. This company is not a help desk, which he professed to be the google help desk. They are a company selling products under false pretenses.

Desired Settlement: Full disclosure to customers, and to explain themselves on google that they are a 3rd party vendor trying to sell prodcut. I also want assurance that they are not going to hack into my computer.

Business Response:

Dear ******* *********, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we are first of all extremely sorry to **** ****** for the inconvenience caused to her. We would though want to make this point clear that iYogi is an independent third party tech service provider. We are not associated with any third party brand or entities. It is clearly mentioned on all of our websites and other customer touch points. We take stringent measures to clarify this to our callers. We possess a BBB rating of A and have recently served our three Millionth customer. We certainly don’t practice misrepresentation. 

We do take feedback seriously though and would definitely be investigating this matter and then action as per the findings. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Basically, all  they did in the email to you is to try to justify why they do what they do.  They lied to me and told me they could fix a problem that I asked about which was, how do I retrieve a message from gmail that has been deleted.    They said, oh yes we can do that. They told me to do a go to meeting, and while in the midst of the go to meeting, they tricked me into downloading their sofware onto my computer. They said, I had to do this so they could look at my computer to see how to retrieve the deleted emails.  ALL LIES.   While he pretended to be retrieving the emails, he said, oh no, someone is trying to hack into your computer. I called my IT guy, and the guy on the phone, said, Oh wait a minute, I have to get my supervisor.  He came back to the phone, and said I needed to get protection for my computer.  He brought up 2 sites and said which one do you want, one is 149 and the other is 189.  My IT guy told me it was spam and to hang up.  I told the guy, you are spam, and I hung up.  He called me back 3x. One time at work, and 2x on my cell phone. I also do not like these companies that **** ****** **** ***** ********** *** **** ******** *** *** *** ****** ********** ****.  **** ** ** ***** ** ***** ****** ****** *** ***** ***** *** **** ** *** **. * ***** **** **** *********** **** **** *** **** ******* ** ***** *** ** *** *** ***** ** ** **** ******** ***** *******

This company in my opinion is guilty of bait and switch.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response:

 Dear ******* *********,

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously.

With regards to the complaint ID *******, we would like to reiterate the fact that we will be actioning this case. We don't practice misrepresentation or fradulent way of dealing business. We have a zero tolerance towards anything of this sort and if anyone is found guilty , he /she will be dealt with in accordance to our company policies. 

 

Thank You

 

Regards

Customer Service Team

iYogi

   

   


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1 year ago I purchased 5 computers and technical support from iyogi. this was very frustrating as it took numerous phone calls to finally get a fixed price and never dealing with the same person twice. my office manager finally refused to deal with them, over the last year my office staff has become very frustrated with them as they are never available to answer phone calls or give technical support like they are supposed to. last week an account manager called during a busy part of my afternoon and informed me that I needed to buy a hardware extension contract or my software contract would be come invalid. when I wanted details and the person to call back later he became verbally abusive and more aggressive and the angrier he got the worse his accent became. I explained to him I had times in the morning and late afternoon to return calls and I could not just stop seeing patients and deal with him. he became very angry and finally I made my office manager deal with him and finally pay him the $499.00 so I would not lose my software contract. he tied up my office staff for 45 minutes and refused to fax over any paperwork. I tried to call back on the number he called from later that evening and was told no one was available to talk with me.

Desired Settlement: I would like the bbb to investigate and find if other businesses have been harassed and treated like this. I intend to post this on the ama web site and the state web site so other providers do not get caught up in this kind of fiasco. this company has gone out of its way to not deliver on the service I paid for and the people are rude and abusive when you do try to question them

Business Response:

Dear ***** *****, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would first of all like to apologize to *** **** for the inconvenience caused. We are extremely sorry for the incident that you are reporting. iYogi is one of the leading remote tech support providers in the world and we believe in providing quality customer service and that’s what has helped in serving our three millionth customer recently. 

We certainly don’t practice or encourage our representatives to do the sort of things that have been reported in this complaint. We take feedback very seriously. We have performed a thorough investigation into this case and our dedicated quality team has come out with the report which clearly shows that the tech was at fault. iYogi has a Zero Tolerance towards any sort of unprofessionalism shown by the technicians over the calls. Our management is looking into this case now and rest assured we will be actioning it as per our company policies. We are thankful to ******* for bring this case into our notice and we will make sure nothing of this sort happens again. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Billing/Collection Issues | Complaint Details Unavailable
6/21/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 03/**/2013 I purchased a service warranty from IYogi to cover future computer repairs for $169.99. Three months later I received an e-mail telling me to call into their website for a basic computer check up which is fully covered by my warranty. When I contacted a service representative, he was unable to connect remotely onto my computer and after quite a few tries, decided that my computer must have major problems that were causing this condition. He transferred me to his supervisor who then told my that the coverage I had previously purchased would not cover these problems and that I had to update my coverage for an additional $240. When I explained that I was not interested, we had a discussion for an hour about this "supposed" new problem that my computer had developed and that my coverage was not valid. Eventually he talked me into purchasing additional coverage at a reduced rate of $130. Then I was transferred back to a service tech who analyzed my computer systems. Next he explained that my "operating system" was outdated and that I really need to upgrade to Windows 7 for him to be able to "fix" my computer properly (to be purchased from IYogi for an additional charge) which I declined. Finally he told me that my "virus detection" system (McAfee) is inadequate and that I need to upgrade to a Mal-Ware program (which I could purchase from IYogi for an additional charge). It's my opinion that this whole 3-hour phone venture was a complete and total scam and that they were trying to strong-arm me in buying all of these additional features (which I certainly didn't need before I followed up on the phishing e-mail that they enticed me with).

Business Response:

Dear ******** *******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have tried contacting the customer a number of times however we have not managed to get in touch yet. We want to discuss this case in detail with the customer and make sure we come up with a resolution which is upto the customer’s satisfaction level. We request the customer to provide us with any alternate phone no where she can be reached at. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased services from Iyogi over a year ago and have not had any use for them since. They started calling me recently on a daily basis, trying to convince me to use their product and responding with hostility when I decline further services. I have been called 4 days in a row even after requesting on the first day to be placed on a Do Not Call list. On June *, a woman called from the Technical Support department and was extremely hostile with me. I told her I did not need their services and she proceeded to raise her voice and talk over me, claiming that they had done everything I had asked of them, which I had never claimed otherwise. My main issue is the contact I have received from them recently which is quickly becoming harrassment. I was called again today and told the man again to remove me from the call list and that I had received a hostile response from the woman yesterday. He said he would take me off the call list. This is terrible customer service. If I needed the services again, I would find another company simply because of how Iyogi has treated me the last few days. No sense of feeling like a valued customer, and that is a good way for them to lose business that they might otherwise keep. I was told there would be no further charges to my account, that I was only billed for the previously provided services.

Desired Settlement: I just want the phone calls to stop and for the Iyogi headquarters to be aware of this customer service issue.

Business Response:

Dear ****** *******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have added the customer’s details to our official DNC (Do Not Call) list. It will ensure that she receives no more calls from our end. We are extremely sorry for the inconvenience caused to her. We will definitely be investigating this. We have also sent her an email to the mentioned email address to notify her about the course of action taken. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Gullible party. IYogi kept saying I needed lots of services, because of printer issues. yes, tech support helped me, but I"m trying to get charges of $879.97 taken off Discover to no avail. Do I have any other rights to resolve issue? Will give you exact dates & services, if needed. I've had no luck with IYOGI.

Business Response:

Dear BBB, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we would like to inform the BBB that the customer has already disputed all the charges with his bank. Had this not been the case we would have been in a position to refund the amount that the customer had paid us. Since now it’s been disputed so the charge now lies in a suspended state. So we request the customer to get in touch with the Bank as they will be the one’s helping her to resolve this. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Please keep complaint ID# ******* open, and posted on New York's BBB. I would like for my experiences with IYOGI to be public, because I was scammed. I realize now that they kept leading me on, but was unaware of it at the time. They won't refund my charges on my Discover Card. Please keep open, so that other people won't be scammed as I was.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I told the company several times I did not want the service they were pushing on me and they took the money from me anyway. I have called to complain and ask for my money back and that has gotten me nowhere.

Desired Settlement: FULL REFUND OF $169.99.

Business Response:

Dear ******** *******,  

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have already gone ahead and processed a complete refund of the amount ($169.99) that the customer had paid us. The refund was processed on 6/*/13. It normally takes around 4-5 business days for the money to get credited back into the account. We apologize to the customer for the inconvenience caused. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I looked up Norton Antivirus protection, and called the first number that advertised Norton Internet Security. I spoke with an Indian man named ****** *****. He told me that he works for Norton Support and wanted to remote access my computer to help me install Norton, and I asked him the price first, which was funny that he didn't want to discuss the price yet, but I let him access my computer because he said he worked for Norton. After I figured out that he didn't work for Norton, it was too late. He DELIBERATELY INSTALLED A VIRUS ON MY COMPUTER!!!!! I realized that I was probably being scammed, and asked him to take off whatever he was doing to my computer and I told him that he was NOT NORTON, and I was LIVID that he acted as though he was selling Norton product. Their website is: ******************************** it falsely advertises 24/7 support for Norton. I hung up with him, and checked my Control Panel in my Windows, and noticed programs that I did not have before, so he lied to me when he said he uninstalled whatever he did. I also had an icon on my page that said PC Protection that was not there before, and the program he installed had the word mal-ware on it!! I got live support today with the REAL NORTON, and paid $150.00 to get a live agent to renew my Norton, which had just expired two days ago, and I had NOT gone online at all until i was going to renew my protection. They confirmed that TWO viruses were placed on my computer last night. I had not been online, nor downloaded ANYTHING which confirmed that he in fact DID download a virus to my computer. The representative with this i yogi scam company - before we hung up, he said I will be calling him back for virus removal, he was sure, and that statement was because he had HOPED I would call for their services to remove the virus he installed. Their website says the name Norton in it, so they are misrepresenting them for hopes of luring in people with false advertising like they did to me. The representative, and his supervisor( whom I chewed out today) BOTH lied to me saying that they are support for Norton, when infact they are in NO way affiliated. They cost me a lot of money and grief to remove the viruses they installed WITHOUT my permission. I would really like a refund from having to pay the real Norton for what the FAKE NORTON did to my computer. I looked up this i yogi, and they are also advertising that they are a MEMBER of the BBB which I find very HARD to believe. I looked them up and there are hundreds of google pages warning you about the i yogi scam. I would have NEVER let them on my computer if I had not been lied to, as though they were Norton. I am very upset, and hope you ***** their company down once you see all what they are doing to people. They are mostly in India, but have headquarters in New York, New York.

Desired Settlement: I would like for them to pay me for the services I had to render to remove the viruses that I had to pay the REAL NORTON to remove, since they downloaded the malicious viruses, THEY should be the ones to have to pay for it, NOT me! I will GLADLY show you my receipt, and Norton can confirm the time that they did download the viruses, and the i yogi can confirm the time their tech spoke with me. Coincidentally they were the same time. They should also be banned from even using the NAME Norton in their web address, as well as in their verbiage, as well as in their advertisements that clearly say 24/7 Norton support. Norton owns Copyrights to that name, and i yogi should be sued. That's false advertisement. They are a bait & hook scam company who LIED to me! I need to go relax, but please get back to me on this, they need to be stopped. I would like this to be resolved by them mailing me a check for $49.99 which was the cost to remove the viruses that they put on my computer. They also should remove the BBB member status off of their page, because I would only HOPE that you would not let a company such as this be a member, as this is not better business. That is ALSO false advertising. That is why I trusted them to begin with.

Business Response:

Dear ******* *******,  

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have gone ahead and performed detailed audits of the calls and the remote sessions that took place in this case. We have a dedicated quality team who has analyzed this case right to the core and they came up with the conclusion that at no point in time did the technician misrepresent himself. The reports also confirm the same. Correct branding of iYogi was done on the call with absolutely no intent of misleading the customer. 

iYogi is an independent service provider and is not affiliated to any third party brand or company. We clearly mention this point on all of our websites ******************** , ********************  and other customer touch points. We possess a BBB rating of A and have recently served our three Millionth customers. 

None of the claims made by the customer are justified in this case. So we request the BBB to close this case from their end. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 They most certainly did download a virus, and the time can be confirmed by Norton Internet, whom they pretended to be. This company has lied to me many times on the phone, 
and is lying to me again. I know what they told me, and I have proof as I said with Norton that they did download a virus at that time, and I would be pleased to prove it to you.
I will not be satisfied until the bill I encountered due to their falsifying of information. Also if they have the call recorded- you can hear what happened for yourself. Did you listen to the phone call?
I will not back down from this until my bill is paid for the damage that they caused to my PC. They are falsifying Copyright information as well, and I would be pleased to provide proof of that to 
Norton Internet Security themselves, as they own the trademark to that name, and NOT iyogi. Please et me know if you would like that proof, and i will gladly supply it.
    Thanks,
********* *****

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

Business Response:

Dear ******* *******, 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint , we would like to reiterate the fact that we had priorotized this case perfromed detailed, transparent investigation. Our team didn't find any wrong doing or saying by the tech on the call. We would still be happy to help the customer with any pending concerns on the computer. As a matter of fact we can have an expert tech call the customer as per his availability and make sure the computer is working better than before. Thats the best we can do from our end and request the BBB  to take this into serious consideration.

Thank You

 

Sincerely

Customer Service Team

iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They call daily and hang up when I answer.

Desired Settlement: Close the business.

Business Response:

Dear ****** *******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have added the customer’s details to our official DNC (Do Not Call) list. It will ensure that he receives no more calls from our end. We are extremely sorry for the inconvenience caused to him. We will definitely be investigating this. We have also sent him an email to the mentioned email address to notify about the course of action taken. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

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 satisfactory to me and the matter has been resolved. Thank you for mediating the issue after several unsuccessful  requests to the business.

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2013 Problems with Product/Service | Complaint Details Unavailable
6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company continues to call us asking us to renew our service. I've told them not to call back, that we are not going to renew. After ignoring several calls from them, an individual called on 5/**, asking for my husband, ****. I said he was not available, and if I could be of assistance. the woman laughed, said 'oh god', and hung up. At this point I feel like they are putting each other up to calling to see what the reaction will be. They have ALWAYS been rude and condescending when calling. I called the number back, and asked to speak with a supervisor. She put me on hold, came back and asked if I wanted to be put on the do not call list. I said "I want to speak with a supervisor'. Who knows who she transferred me to - but I explained what happened and told them to not call again, to put us on the do not call list. He agreed. I asked if he had my phone number and he said yes. We hung up. Today, we received yet ANOTHER call asking to renew. We said - why are you calling when we told you not to call again? They mumbled something about the do not call list and hung up. This is NOT professional behavior, and is not welcome. I can assure you that we will never contact this service for PC support again - and hope that HP will no longer do business with them!

Desired Settlement: i want the superiors in the call center to know the poor practices of their staff, and that they are not doing the company any favors.

Business Response:

Dear ***** *******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we have investigated this case in detail from our end. We can confirm that our techs were at fault at certain incidents. We sincerely apologize to *** ***** ***** for the inconvenience caused from our end. We at iYogi certainly don’t practice or encourage anything of this sort towards our valuable customer’s. We can rest assure you that we are dealing with this case and will take strict action as per our company policies. The customer’s details have already been added to the DNC list, so that will make sure that no call is being made to this number. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was having problems with my Mac so I googled Apple support and the first number I clicked on said Apple support. So I called explained my problem they took my name and information and said that my warranty was out and that they could fix my problem for 170 dollars. With that 170 I also get another year warranty. I agreed because thinking the whole time I was talking to Apple support and at no time did they tell me that they where not part of Apple or that they a third party company. On google it clearly says apple support with the number. So after agreeing and paying the money they did fix my problem but again at no time did they say that they where not from apple. After I get an e-mail from them and on the bottom it says that they are a third party company and not affiliated with anyone in fine print. Not only did they never say that they where from apple but when i asked if I should just take my mac to an apple store they told me no because it would probably cost me more money because I'm going to a store. I contacted apple support and i was informed that my warranty was in fact still active and that my problem would have been fixed free of charge, when iyogi told me different. I'm a college student with not a lot of disposable income and was in a little bit of a panic because I had scholarship deadlines to meet that I need my computer for. The fact that this company never told me who they where and when asked if I should take it to the store they told me no because it would cost me more money. I googled the company after and come to find out I am not the only one that this has happened too, something should be done.

Desired Settlement: I just want my money refunded to me. I feel they stole and lied to me.

Business Response:

Dear ***** *******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID ******** we are investigating this case from our end and will take action against the tech if found guilty. iYogi is an independent third party service provider. We are not affiliated to any brand or company. We clearly mention this thing on our websites and other customer touch points ******* ************* and http*** ************* . We certainly don’t practice or encourage Misrepresentation. However, we do take feedback seriously and as already mentioned above  we will take action as per our company policies. 

The refund in this case has already been processed. It takes around 5-7 working days for the money to get credited back into the customer’s account. We sincerely apologize to *** ****** for the inconvenience caused from our end. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

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 satisfactory to me and the matter has been resolved.

Sincerely,

******** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the last two days I have been trying to get tech support from the remote tech support icon when I click on the icon I get no response, then I tried the phone tech support line still not response. I spoke with customer service and they said the best tech service can do is call me back in two hours. Unacceptable. My time is very valuable. It is clear that Iyogi has sold more services then they can handle. This is not my fault. When I call for assistance I want it right now. Their problem they do NOT RESPECT or put VALUE on the customers time which is very valuable . They have gotten very unprofessional and uncaring. Membership number **********

Desired Settlement: That Iyogi get their act together and organize their remote session and phone system so they can take calls in a timely fashion. No more making the customer wait more then ten minutes. If they can not do this I want my money back. The service is a total rip off.

Business Response:

Dear ******** *****, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With regards to the complaint ID *******, we managed to get in touch with *** *********. He had already contacted an iYogi tech two weeks back and sought help from him in order to get the computer issue fixed. We apologized to *** ********* for the inconvenience caused as he was not able to reach us when he needed help at first. We explained him the reason as to why it happened and he was very gracious enough to listen to us and understand what we said. He has been an iYogi customer for a long time now and we hope to serve him better in the future. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My elderly customer contact this company after finding their info on a bing search. This company deliberately lied to this elderly lady and told her that Malwarebytes isn't a virus protection and it only protects against websites. This is 100% false, also they told her that she had a virus in her system and needed their services! This is also false. I own a computer store, and have over 22 years in the industry. This company is trying to take advantage of Elderly people this is completely representable of future and horrible business practices.

Desired Settlement: I want an Apology stating that the service rep was trying to get business and jumped to a conclusion about the system having a virus. I also want an Apology for the rep trying to take advantage of an Elderly Person. That is ridiculous and needs to be addressed.

Business Response: Dear ***** *******,


Thank You for notifying us of the complaint ******* . We take any complaint related to ur business very seriously.

With regards to this complaint, we would first of all like to apologize to the customer for the inconvenience caused to him. iYogi has been in this business for over 5 years now. We have a BBB rating of 'A' and provide support in 10 countries. We recently served our 3 Millionth customer. We ceratinly don't practice fraudulent methods of doing business and we have a very highly qualified quality team who make sure that complete customer satisfaction is delieverd by our technicians.

We do take feedback very seriously and would definitely like to investigate the incident reported. We will definitely action as per the findings. So, we request ****** to send us the original customer's details in order for us to pull up his account and look into it. He can email us them on ******************** We will be looking forward to his reply.

** ***** *** *** ******* ** ******** ** **** ******** ****** ******* *** ****** ******** ******.


Thank You


Regards
Active Response Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They charged us $300 and did not actually fix the problem with my computer in August 2011. They have harassing me with phone calls ever since. I have repeatedly told them to leave me alone, remove my number, and stop calling me. Everything they have done should count as unethical.

Desired Settlement: If they could just leave me alone I would be so happy. Every phone call I ultimately yell and curse at some random employee which makes me feel bad and guilty, but seriously, I spend the rest of the day vehemently angry. I just am tired of the harassing phone calls for over a year and a half and I need them to stop.

Business Response:

Dear ***** *****, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we first of all would like to sincerely apologize to ******** for the inconvenience caused from our end. We will definitely be looking into this matter and action as per the findings. We have added her details to our DNC (Do Not Call) list which we will ensure that she doesn’t receive anymore calls from our end. We have notified her of the action taken by sending out an email to the mentioned email address. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Regards 

Customer Service Team 

iYogi 

Business Response:


Thank You for notifying us again of this complaint. We take any complaints related to our business very seriously.

With respect to this complaint, we would like to inform Ms. ***** that her details have already been added to our Do Not Call List. Like we mentioned in our previous reply that nobody from iYogi has the permission to call her number. After receiving this complaint we checked our call records and found that no call was made to any of her numbers after it was added to the Do Not Call list. It seems like she is receiving calls from someone who are pretending to be iYogi but actually are not. It is a case of misrepresentation done by someone else in order to defame our name. We would request Ms.***** to get in touch with us on our toll free customer service no **** *** **** and report the incident if it happens again. That will be very much appreciated.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.


Thank You


Regards
Active Response Team
iYogi

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 satisfactory to me and the matter has been resolved, if they are, in fact, telling the truth. It takes more than six days for iYogi, or the people claiming to be iYogi, to call me. If I do receive another phone call from "iYogi" I will use the customer service number they provided me. But, generally, everyone thinks this company is a scam. Seriously, google "iYogi scam" and you can see most people on the Internet think iYogi is a total scam. You really should look into that before giving them an A+ rating since it shows the BBB doesn't do its research. 

Sincerely, 

****** ***** 


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was completely unfamiliar with Skype I had to install it for the first time on my computer for a virtual interview on Thursday April ****. I couldn't get my webcam to display so I looked online to find Skype so I could get assistance. iyogi has there website displayed on Google as Skype customer service so since this is my first time ever contacting them I beleive what is advertised. After I begin speaking with the technician he tells me that he needs me to install iyogi software on my computer so he can view my computer system from his end to assist me in getting the webcam to display so I do that. In the past when I needed tech support I never have paid over $35.00. He later claims that I have a laundry list of things on my computer that needs to be fixed or he can't get the webcam to display. Yet when I see him do different things on the computer I see that my webcam did come on several times before any of these so called repairs were even done. I was forced to pay $99.00 for their service because they had control of my computer. I just feel that this was a bait and switch. They are not Skype customer service they are just a company that offers computer tech suppot for Skype like a number of other companies that's a big difference. If I would have been told this up front the cost I would have called around to find a more affordable service.

Desired Settlement: I want my money back because their business practices are not honest they are deceiving customers and then hold your computer hostage to force you to pay them. This made me feel violated and the supervisor argued with me heated for 30 minutes when I tried to talk to him. In order to receive tech support from iyogi a yealy or two to three year plan must be purchased customers should be told that upfront.

Business Response: Dear ******** *****,


Thank You for notifying us og the Complaint ID *******. We take the complaints directed towards us seriously.

With reference to this complaint , we tried getting in touch with this customer by calling on the mentioned phone no, however we failed to establish any contact. We would request her to give us a call at our Toll Free customerservice number ************ in order to discuss this issue and hence attain a solution to it. She can also email us for the same at *************************. we will be looking forward to her reply.

Thank You for keeping us informed on real customer issues through the Better Business Bureau.


Regards
Customer Service Team
iYogi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Greetings: Less than a week ago, I bought a software from ******. As the software uploaded with a lot of undesirable crap, I googled ****** to find its customer service infos. Mistakenly, I clicked on iyogi link as the introduce themselves as ****** specialists. The technician I talked to got into my computer. Not only didn't he solve the problem I called for, he p-laced on my system several elements including the iYogi toolbar that grants itself the "PERMISSIONS" to "ACCESS ALL DATA ON (my) COMPUTER AND WEBSITES I VISIT". I tried to uninstalled the iYogi element, in vain. Hence, I called them several times to have them to remove their elements. I wonder if such behavior is legal, as it seems to be a serious breach to my privacy. Additionally, thios prevents me from working properly, since I don't feel secure because I feel being spied. This situation is all the more serious that the technician did not ask any permission to do so. Thank you in advance for your assistance. Best regards, ******

Business Response:

Dear ****** *******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we tried getting in touch with *** **** regarding this case by dialing his primary and secondary contact numbers; however we couldn’t establish any contact. We would like to set the record straight here that iYogi does not practice the above mentioned things labeled by the customer. We can’t access any customer’s computer without receiving his or her authorization on it. The software that we install is a temporary non malicious one needed to access the computer once the customer agrees for it. It can be easily removed afterwards from the control panel. 

Hope the facts mentioned above clear any sort of doubt or confusion regarding us in the customer’s mind. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

Sincerely 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 I did give the iyogi technician the authorization to get into my computer, assuming he was a ******'s employee. Erasing the company software at my system is not at all as easy as its representative pretends. As a matter of fact, I went many times to my computer pc. All my attempts to get rid of that strange software were unsuccessful. I said "strange software", because the iyogi device seems to still "ACCESS ALL DATA ON (MY) COMPUTER AND THE WEBSITES (I) VISIT.

As for the company having called me, I am reachable (not 24/7) at the number I provided it with : *** *** ****.

Thank you very much for your assistance.

Best regards

 

In order for tho appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response:

Dear Yadler Acloque,

 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously.

With Reference to the complaint ID *******, we again tried to contact ******* on the mentioned number, however again there was no contact established. We would request ******* through you to provide us with a specific date and time when he wants a callback from our techs in order to get the needful done.

 

Thank You

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid iYogi, Inc. for online computer services in early January and signed up for online computer services. on Jan **, 2013 at 8:14 AM iYogi support team send an email that they regret their technical services was less than satisfactory and have cancelled my services and I should call ###-###-#### and refer to ID number **********. I called probably 10 times and each time I was connected to the agents who answer the phone could not comprehend the problem since I was asking why they cut off the service without my knowledge. The service was for one year. So, I had to call so many times which they refused to connect me to someone in the United States and they were not giving me the US location for the headquarter address. After I told them that I will write to BBB they finally gave the address of the iYogi headquarter. I am extremely busy and teach full time at the Defense Language Institute in Monterey CA and this company took so much of my time away with a lot of annoyance. I have not received the refund that they claim they have refunded. The amount is about 200.00 and some cents which I have to look for the receipt.

Desired Settlement: I would like to get the refund and an email from the customer service recognizing the trouble they caused me by cancelling the service without my knowledge. In fact right after I signed up with them someone called from the company which I could not make out the message. Then I received they cancellation email. In fact, I was satisfied for the first call I made because the agent who signed me up could communicate  well and solved my computer problem.

Business Response:

Dear ******* *******,

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we checked this account from our end. The refund of the amount ($199.99) was processed on 01/**/13. We got it double checked from our finance team as well and they gave us the same exact info with the Refund ID being *****************. We would like to inform ********* that the money would have got credited into the same account through which she originally paid. She can get in touch with her bank and ask them to look into because everything that needed to be done from our end has already been done as far as the refund is concerned. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

Business Response:

Dear ******* *******,

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously.

With Reference to the complaint ID *******, we got this case checked again by our finance team. They have send us the details which confirm that the refund of $199.99 was processed on **** Jan 2013. It got credited into the same account which was used to make the payment. The card type is VISA and it's last four numbers are ****. We would suggest the customer to get in touch with her bank directly in order to get this situation sorted out. Everything that we needed to do in order to process the refund has already been done from our end. 

We thank You again for keeping us updated on this case through the Better Business Bureau.

 

Thank You

 

Regards

Customer Service Team

iYogi

 

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 satisfactory to me and the matter has been resolved.

Sincerely,

******* *****



  P.s. I like to hear from the customer service why the cancelled without my knowledge  while they were pail fully

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid 169.99 back on January **,2013 to have Iyogi come out to fix my hinges on my laptop computer. I purchased the parts that Iyogi said was needed.They sent a technician (*****) out who did not know what he was doing and took my computer to his house and had it for 7 days, when he met me to give it to me the computer was not in working order. It was apart and did not have internet access and looked like it was tossed around and the screen was not working correctly. It had yellow, blue and green lines going through it. I called Iyogi back and told them what ***** did to my computer. (keep in mind that my only problem when i called them was broken hinges ) and the computer was in PERFECT working condition except for not being able to close the top due to the hinges . So I yogi sends another technician out **** who observed the computer and saw it was in shambles and called his boss to let them know that this computer is unfixable and that the previous technician mangled it. I have been dealing with *** the supervisor (###-###-####) who said to let him have some time to talk to his boss and they will probably buy another computer for us and have **** install the hard drive from our non working computer, because now the on off button does not even work. We have waited paientely for I yogi to resolve this issue and *** has been avoiding us. We keep getting the run around on why he will not call us back. I have ALL the receipts on how much i paid for the parts to fix the hinges and would like to have a working computer since my wife is in Nursing School and has to go to a public library to do her work or get on the internet and they do not stay open long. I have receipts of everything i purchased for repair, according to what Iyogi s technician said i needed to purchase for repair. I would like to resolve this soon so that we do not have to go to the library to retrieve our emails. I had a perfectly working computer and would like to have one again. Iyogi said they would make it right and have yet to do hold up their end. I hope you can resolve this issue for me.

Desired Settlement: I would like to have a new computer that is in working order since Iyogi s technician destroyed the one i had,and have All monies that i paid out to have the computer fixed refunded. 169.99 service fee charge, 83.58 for the hinge and the back panel display cover , 78.01 display bevel, 54.00 hinge kit.

Business Response:

 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we have performed thorough analysis of this case and have made sure that we listen to every call recording that took place and action as per the findings. The techs did nothing wrong and tried their best to fix the problem. Originally the customer didn’t procure the right parts for his computer and then once he did, he gave away the computer to the tech whereas he had been already given the disclaimer about not to handover anything to the tech ( cash or computer).  

We have attached an email screenshot which we send to the customer which clearly states that the customer should not handover any of his machine parts, cash or credit card to the tech. If the tech is asking for it, the customer should get in touch with iYogi and let us know about it. Clearly this wasn’t done in this case. We have already refunded him the amount he paid after just deducting the tech visit part. 

We hope the points that we have mentioned above would help in bringing this case to a close. 

 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

THey are not telling the truth. When **** called them and it should be recorded. He told them that ***** really damaged the computer and that it may not be fixable. We did get parts and the computer company gave us the wrong parts. (Thats not our fault) we only found that out AFTER ***** took our ENTIRE computer apart. ***** said to us that there was no way to fix the computer at our house and he had to take it to his friends. Again, we put our faith that a technician who should've known what he was doing to our house by Iyogi, and he DID NOT know what he was doing. We needed our computer fixed (hinge problem ) only and its still not working at all. Iyogi should be held responsible to replace it and or fix it to the way it was prior to ***** mess up. Again, all we are asking for is our money back (which was not credited) and money for our parts that we paid for since ***** damaged the parts. I would like to resolve this and have a computer that is workable so that my wife does not have to go to the library (use our gas) and work on a computer due to the fact that ***** and Iyogi damaged the one we had (again with only hinge problems), and now the computer is not working.

I  spoke to *** last week and he told me that he can't believe that BBB is involved. I got him in alot of trouble with his company. He was going to try to work on the case before BBB got involved, he also asked for the statements of the parts we purchased and i emailed it over to him. He was not very pleasant to talk with at that time. If Iyogi would have fixed the issues between us then there would be no need for BBB to  get involved.  If they would give us our FULL refund of ALL monies we put out toward the computer, we would settle. 


 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response:

 

Thank you for notifying us again of the complaint with the assigned ID *******We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we managed to get in touch with *** ****** and we have decided to send him a brand new laptop. We gave him certain options which we currently have and he has decided to go with the best one. So we have sent the product through mail to his address and he should be expecting it to arrive in the next few days. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Iyogi security is messing up my computer i had to replace my mother board, get rid of there antviurus, it was causing problem with my computer an the same thing is going on now. Every since i bought this this security for $200 is not worth the money. I had to pay 150 for a motherboard cause this security suite was making my computer run load. I can't deal with this security company when you google them you see all the complaints similar like yours. Why should they be able to do that to people, an futher more than in india, there security is not compatiable with united states computers i would like to care them to court.

Desired Settlement: I want my full money back so i can go to ****** a trusted security.

Business Response:

Dear ****** ******, 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we have initiated and processed the refund of the amount that the customer had paid us. We expect the money to get credited into the same account through which she paid in the next 5-7 business days. It’s unfortunate to lose a customer and we would like to sincerely apologize to **** ****** for the inconvenience caused to her. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

iYogi 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called a tech support line for *******, only to somehow be put through to an Iyogi rep. he asked to take control of my computer, which seemed unnecessary, and then took 56 minutes of my time to try and sell me on an expensive support plan, that had nothing to do with setting up my router! He loaded all sorts of stuff onto my laptop and kept refusing to help with the problem that I called about. after getting rid of him (and having my evening ruined as I was trying to watch Netflix with my son), I called ******* back and had my problem resolved in under 5 minutes without the rep taking any control of my computer. I believe the Iyogi rep's name was ****** ******. I feel violated as I trusted that person with taking control of my laptop, which I use for all my banking!! perhaps ******* is at fault as well?

Desired Settlement: I want an explanation as to how this happened?

Business Response:

 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously.

With Reference to the complaint ID *******, we first of all would like to sincerely apologize to ********* for the inconvenience caused from our end. We would like to make this point that iYogi is an independent tech support provider and is not affiliated to any third party brand. We clearly mention this thing on our websites ******************** and ******************** along with the other customer touch points. We always try to put a special effort in making this point tom our customers.

We take feedback seriously and would be definitely looking into this matter and action as per the company policies.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.

Sincerely 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After being referred to them by McAfee, and paying for service continuously had problems with laptop until a virus completely destroyed the laptop they claimed to have fixed. After cancelling service due to having to purchase a new computer was constantly contacted and harassed via house phone, cell phone and email. This company seemed to know prior to when issues with my computer would arise. Even after several attempts to stop contact the company still harassed me and family and after being told we were removed from the call list the company restored to email

Business Response:

 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we have gone ahead and added the customer’s details tour DNC (Do Not Call) list. We can assure the customer that she won’t be receiving anymore calls from our end. We sincerely apologize to her for the inconvenience caused from our end. We have also sent out an email to the mentioned email address in order to notify the customer about the action taken. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2013 Problems with Product/Service | Complaint Details Unavailable
3/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Initially, I Yogi did not solve my computer problem. Currently they have contacted me at least 10 and possibly over 20 time asking about my computer. I have told them on each occasion that I am not interested in their service and to stop calling. They ignore my request and keep calling. Now, they call me on my cell phone.

Desired Settlement: See above.

Business Response:

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we have added *** ********’s details to our ‘DNC (Do Not Call)’ list which will ensure that he won’t be receiving any unwanted calls from our end. We sincerely apologize for the inconvenience caused. 

We have sent a DNC confirmation email to *** *******’s mentioned email address.We thank you for keeping us informed on real customer issues through the Better Business Bureau.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I USED THEIR SERVICE APPROX. ONE YEAR AGO AND NOW NO LONGER HAVE THE COMPUTER THEY SERVICED....BUT THEY CALL ME EVERY DAY ALL HOURS OF THE DAY TO SEE IF I NEED SERVICE ON THE COMPUTER... I TELL THEM NOT TO CALL ME ANY LONGER AND EVERY DAY THEY STILL CALL ME AT MY HOME ####-###-#### AND EVEN ON MY ** YEAR OLD MOTHER'S PHONE AND I DO NOT KNOW HOW THEY GOT HER TELE #. I TOLD THEM MY MOTHER'S AGE AND DO NOT WANT HER RUNNING FOR THE PHONE AND POSSIBLY FALL...BUT THEY KEEP CALLING. I DO NOT OWE THEM ANY MONEY, BUT I CANNOT GET THEM TO STOP CALLING..I THINK THE CALL IS ROUTED TO *****

Desired Settlement: PLEASE SEE WHAT YOU CAN DO TO HAVE THEM STOP CALLING ME....I HAVE READ THAT THEY HAVE DONE THE SAME WITH OTHER CUSTOMERS

Business Response:

Dear ******** ****, 

Thank you for notifying us again of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we already had a word with *** ******** regarding this case. We have added her details to our DNC (Do Not Call) list which will ensure that she won’t be receiving anymore calls from our end. We also sent her an email confirming about the action taken from our end. We would again like to apologize to *** ******** for the inconvenience caused. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a year subscription for computer maintance. Recently. I just discovered that my anti-virus was not on my computer. I mean, it would not scan or open on my desktop. I I discuss this with the Tech. He did not know why and he kept trying to load a malware software on my PC. I explained to him that was installed by an iyogi Tech. I wanted it removed and re-install the anti virus I had purchased with the PC. He could not do it. I told him it was not removed by me. Why did the other tech put that on my PC. This went back and forth. I got upset. I beleive that they took out my anti virus software, so I got in touch with ***** ***** to see if I could get it re-installed by them. I got their certified Tech and he started to help me with my PC. He explained that iyogi had stopped all my window componets like window defender and more. He had to work on my PC for 2 hours to get it back to its orginial state. I called iyoga customer service and ask for a refund telling them of the state of my PC and at first they would not reply to my request. I was told No you can not have a refund. I ask them to show that to me in writing, wher it states I had a contractural aggrement stating I would not receive a refund. I was on the phone for 45 minutes ask for that in writng. They could not come up with that agreement. My anti virus was suppose to be on my PC for a lifetime. I will have to pay to get an anti virus put back on. They agreed to give me 1 month back and I had to lose 59.99 and my anti virus which will cost me 80.00/2 months x6x life of PC. I lost alot of money with this company. My resolve with this company is that they give me back my lifetime anti virus and my remaining 4 months. They are not certified Tech. They make you think that they are.

Desired Settlement: That they give me money to buy back the lifetime virus that was uninstalled and my 4 months. That they do not contact me at all. This company prides itself on arbitration ,so they do not have to be held accountable for what they have done.

Business Response:

Dear *********** ******, 

Thank you for notifying us of the complaint with the assigned ID *******. We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we have already got in touch with **** ***** regarding this case. We refunded the $110 on 2/**/13 and now we have refunded the remaining $5*.** as well. We would like to help **** ***** getting her Anti Virus program back on the computer. As she has claimed it to be a lifelong one on her computer so she must have a source (a link or a CD) which we can use in order to reinstall the software back on the computer. 

We request her to check the pre requisites and give us a date and time as per her availability so that we can have an expert tech to call her and fix it. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely

Customer Service Team

iYogi


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

Sincerely,

****** ************


Dear iYogi,
Attached is a response from ****** ************ clarifying what her desired settlement is. She has been notified of your last response but I urge you to acknowledge the attached information and respond as you feel appropriate. 

Regards,
*********** ******
BBB - Mediator 




I am asking for the money I owe the certified tech $300.00 and as you see I want my anti- virus put back . I would like to receive a check for my anti virus. I am requesting 2 checks be made out to me. I am trying to be merciful to them and ask for 6yrs of my anti- virus which is priced at $79.99 per 2 yrs. My temp virus expires on March **, so I would like that money for my virus ASAP. Thank you for your cooperation in this matter.  I wish no further contact with iyogi. I ask that they get the proper training and become certified because computers are expensive to replace once someone not trained tries to fix them. Note: good training brings about good success. 
 

Business Response:

Dear *********** ******, 

Thank you for notifying us again of the complaint with the assigned ID *******We take any complaint with reference to our service or employees very seriously. 

With Reference to the complaint ID *******, we would like to set the record straight here and inform *** ****** through you that we have always been ready to help , however we need her co-operation in order get this problem resolved. We are ready to fix the problem on her computer by having an expert work on it. Along with that we will install a three year Antivirus security program completely free. iYogi will be bearing the charges for the same. We are creating an exception for her and would request her to acknowledge it. 

We request the BBB to close this if she isn't willing to go ahead with this as this is the best we can do from our end and we have already gone beyond our policies and terms in order to bring this to a close. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Sincerely 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought son new laptop .Had staples load windows 7 and his old hard drive on it. Son (31 years old) already has used Norton for years , had it on his xp, now has laptop with windows 7. Son just paid for renewal of Norton 12-**-2012 , 75.06 . Tried to load Norton on laptop from Norton site, iyogi came up as the number to call. Called and they said Norton could not be loaded because new pc was missing programs the old one had. Example adobe, flash player, c plus plug. So I agree to there 169.00 one year service and paid with discover card, and they transfer us to a technician, who has no clue what programs we need and wonder why we need them. Gave up, had to go to work. I want a refund. This service is bogus and not legit.

Desired Settlement: REfund

Business Response:

Dear *********** ******, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we have already gone ahead and processed a complete refund of the amount ($169.99) from our end on 3/9/13. It’s going to take 5-7 business days for the money to get credited into the customer’s bank account.  

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

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 satisfactory to me and the matter has been resolved.

Sincerely,

********* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was given iyogi's number through my internet provider. This was my first call to the company having no idea who they were but I need my internet repaired. The guy I spoke with ran a scan on my computer and found 33 infections and told me this is why my internet has gone currupt. He tried to sell me a 12 month software support package for $169.99. I ended up making the purchase and told me to give him 30 minutes. Well it took over 2 hours to complete and in the end my internet worked only because my antivirus was blocking it so a setting needed to be changed. He told me all the infections were removed as well. About 3 days later I get on the computer and try to browse google by clicking on a link. It automatically redirects me to a different website than what I clicked on so obviously there is still a virus. So I didn't call in this time but I used the iyogi remote chat option from my computer. I get disconnected 2 times by different techs and finally I get one who installs all these malware programs and "combofix" to my computer and told me to let combofix run and it will take care of your problem and disconnects our session. Needless to say the problem wasn't fixed once again. I finally get the chance to call in again today and the first lady I spoke with said she would transfer me to the technical support team but puts me on hold for 15 minutes with no hold tone so I thought she hung up. Finally I call a different number to try and reach someone. I get ahold of a guy who tells me to hold on 3-5 minutes he's having techincal problems. He comes back on the line and says call back later because we can't connect right now to solve your problem.

Desired Settlement: I am very upset with the services I have received all within the last week from the original that was promised to be fixed that day. The communication with this company is horrible. You can't run a business like this and expect to retain happy customers. I honestly can see why there are so many complaints filed with this company. I desire to get at least a partial refund out of this whole deal. I'm perfectly fine with my services being cancelled at this time.

Business Response:

Dear ***** *****, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we first of all would like to sincerely apologize to *** ******** for the inconvenience caused from our end. We have already sent an apology email to her on the mentioned email address. We take feedback seriously and we will definitely be looking into this matter and action as per the findings.  We will make sure that nothing of this sort gets repeated again and the next time she calls in her call will be handled amicably and resolved in the best possible manner. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Regards 

Customer Service Team 

iYogi 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two weeks ago (2/**/13) I called iYogi, with which I have a service contract, to diagnose a DVD disc drive on my Apple iMac computer. The tech diagnosed the problem to be a faulty drive and promptly offered to sell me a replacement. He offered a choice of two brands that were compatible with iMac. I chose one and paid using a credit card online. That same afternoon, after receiving the receipt online, I looked up the manufacturers specifications for the drive which no made mention of compatibility with Apple products. I called iyogi the same afternoon in order to head off shipment, but was reassured that the product was indeed compatible. On 2/**/13 I received the new drive, which when I tried to hook it up would not work. I then called iYogi and they also couldn't make it work and declared that it must not be compatible with Apple products. It was decided that the drive should be returned. It took only a few minutes to charge my credit card and make out the invoice when the drive was sold to me. But now that I am looking for credit for the device and the out of pocket shipping charges that I incurred I am being asked to meet virtually impossible demands before such credit can be issued. I have been inundated with email demands and instructions almost daily not to mention spending hours on the telephone each time with a new customer service representative which must be brought up to date. I returned the drive to *** ******** in New York, an address supplied me by iYogi as their "Corporate Headquarters". I sent the drive USPS Priority mail. A delivery attempt was made on both 3/*/13 and 3/*/13. Apparently their corporate offices are unstaffed during business hours because no one was there to receive it. The postman/delivery person left notification. Two days ago credit was to be issued on receipt of the item. One day ago I was to wait another day someone will be there. Today they verbally agreed to issue credit without receiving the drive. I told them if I didn't receive credit today I would be pursuing further action. This is my first step. It surely is starting to look like fraud to me.

Desired Settlement: Refund credit of $120.99 to card charged and check for $5.32 Priority Mail sent to my address.

Business Response:

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we already got in touch with *** **** regarding this case and processed a refund of the amount he had paid us. The refund date is 03/**/13 and we expect the money to get credited into his account in the next 5-7 business days. We sincerely apologize to *** **** for the inconvenience caused. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company went on my computer (with my permission) to investigate a problem. Prior to going on they assured me they would not change setting. I was on the phone with a technician and he told me no changes would be made without my permission. I declined any further service. They did something to the computer and now I cannot get rid of their program. The program keep popping up.

Desired Settlement: Pay for a reputable service to remove their product and repair any damage to the computer.

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 satisfactory to me and the matter has been resolved.

The consumer called and stated that the issue has been resolved.

Sincerely,

****** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While browsing internet for fix to Kasparesky antivirus problem site which advertised in google as support for Kaspersky. Thinking as kaspersky support called the number in ad on 2/**/13. It lead to Iyogi tech who offered assistance by coercing. The Tech logged into my computer and scaned for problems and logged out. Then I found 2 programs left by Iyogi in my computer and deleted it. Soon I couldnot log into my computer again. I called again Iyogi on 2/**/13 and lady tech. trouble shooted my computer. Nothing helped. She wanted a tech to come to my house and wanted a payment of $170. On 2/**/13 I called Iyogi and reported the incident to supervisor and he want to pay any service which will be rendering. Before scanning done by Iyogi my computer was functional to me .Now I cannot use my computer for 1 week.

Desired Settlement: They have to fix my computer. My computer should not be usesless like this.

Business Response:

 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we had one of our expert techs call the customer and help him in fixing the issue with his computer. The computer was thoroughly checked by the tech and the case was closed as resolved after receiving the customer’s consent ion it. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2013 Problems with Product/Service | Complaint Details Unavailable
3/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contacted this company to inquire about services to repair my laptop. I spent well over an hour and a half with a rep who convinced me that their service was the best of the best. I informed the rep that I would need additonal time to make my decision, I finally decided to give this an opportunity and signed up for 1 yrs worth of support for $169.99 and 3yrs of McAfee services for $79.99. I was informed by the rep that this would only take 40-50 mins to complete . I spent well over two hours waiting for the Microsoft Tech to complete the entire process, which resulted in causing more damage to my laptop then expected. I was not able to access certain applications I needed for @ home work training which resulted in me being late for a vital training session. I had to call them back @ a bogus customer service number that was giving to me which did not work. After calling the number I initially called to inquire about service, I finally got hold to a rep who had me on hold for nearly 30mins while they were trying to contact the customer service department to fix errors that were appearing on my laptop. I'm very concerned b/c I had to give them my CC info, billing address and telephone number which is personal information to a company I can't even verify is legit or not. So, I decided to contact another Tech company to ask if they ever heard of this particular company and what I learned was that there were pending fradulant charges against IYOGI INC which made me feel a little uneasy considering I paid for a worthless product ending up having to modify all my personal information as a result of this. This is an example of what I was told that would be completed and was not :Primary issue- SYSTEM RESTORE: Caution. No restore points detected.REGISTRY CHECK: Caution. 32 Registry errors detected. JUNK CONTENT: Warning. 387 MB Junk files detected. Plan of action 1.needs to create the system restore point in the computer 2.pc optimization 3.pc tune up 4.remove junk files and folders 5.remove viruses malware spyware from the computer 6.windows update require 7.firewall settings 8.increase the virtual memory 9.disc clean up require 10.remove the conlicting software like mcafee microsoftware security essintial and the advance system protection 11.install the mcafee in the computer 12.deep scan of virus is require remote session 45-50 min 24*7 365 days 1year of unlimited software tech support $169.99 24*7 3years of mcafee antivirus $79 248.99 OUR TOLL FREE NUMBER IS- ###-###-#### Account ID : ********** Customer Name : ***** *******

Desired Settlement: I want a refund via check b/c I have already paid this company who did not deliver what they promised.

Business Response:

Dear ***** *****, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we managed to get in touch with *** ******* and discussed this case in detail with him. *** ******* wasn’t happy with the services he received from our end and had already made up his mind to cancel the subscription. We have respected his decision and processed a complete refund of the amount he paid us. We expect the money to get credited into his account in the next 5-7 business days. We sincerely apologize to *** ******* for the inconvenience caused from our end. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Regards 

Customer Service Team 

iYogi 

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 satisfactory to me and the matter has been resolved.

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My college aged daughter was having a problem with her Dell laptop. She went online to look for Dell service and support. IYogi through deceptive online advertising, represented themselves as Dell service. My daughter called the number, explained the problem and attempted to make a repair appointment at 5pm on 2/**/13. She was asked for a credit card number to reserve the appointment (which was promised for the following Friday, 5 days out). Instead of just reserving an appointment, she was deceptively and fraudulently "Sold" a service contract for $169 or $179. Less than 2 hours later we attempted to cancel the appointment and were told we could not receive a refund. Since then, I have spent over 4 hours and numerous phone calls trying to get this resolved. The usual "wait time", and "call center run-around" is what I have received. I have spoken to numerous representatives including **** and ****** on 2/**, and *****, ******, and ****** on 2/**, (none would provide last names). The IYogi reference number for this transaction is **********. I will add that at no time was anyone rude. They were however, indifferent and clearly not empowered to provide customer service, instead they just recited company "policy".

Desired Settlement: I am disputing the $79 cancellation charge and want it removed from my bill. Also, if this is a common complaint, Iyogi's deceptive sales should be investigated.

Business Response:

Dear ***** *********, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. PFA the response to this complaint. 

Thank You

Regards

Customer service Team 

iYogi 

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 satisfactory to me and the matter has been resolved.

I also want to THANK YOU for your very prompt and efficient handling.   Special thanks to ***** ********* for her involvement and professionalism.

Sincerely,

**** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called HP & the phone call went to this Indian company called iYogi, they misrepresent themselves & also told me that they are Microsoft Certified & will shut my PC because i denied to buy their product???? They threatned me and after i hang up nothing happen to my PC, I called Microsoft & they told me that they dont call any customers unless a Client open a case with them 1st.

Desired Settlement: Plz get to the root cause, who are these people & why are they calling people & lying

Business Response:

Dear ****** ******, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******, we would like to inform ******* through you that iYogi is an independent remote tech service provider and is not affiliated to any 3rd part brand. We take stringent measures to clarify this to our callers. We clearly mention this thing on our website ******************** and other customer touch points. 

We would still like to investigate this case and action as per the findings, so we request ******* to send us his iYogi subscription details so that we can pull up his account and start actioning on it. 

We thank you for keeping us informed on real customer issues through the Better Business Bureau. 

 

Regards 

Customer Service Team 

iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

iYogi misrepresent themselves as Microsoft and thretned to buy their software to clean registry & temp files.

I have friends who were also told that they iYogi is Microsoft & their PC was sending error reports to their Microsoft servers , i am CIS graduate & in IT field for last 18 years, I have no subcription for iYogi, i consider them FRAUD.

I will ask my other 2 friends to open a complaint for the phone calls they received from iYogi misrepresenting themselves.

Regards

***** ****

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response:

Dear Nalina Bhasin, 

Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. 

With reference to the complaint ID *******we would again like to request *** **** to give us his details like ( a phone no or email address ) that he used while registering with us so that we can pull up the details and start investigating this incident. The email and the phone no mentioned in the complaint doesn't help as we are not able to pull up any information using it. We are ready to look into it and action as per the findings.

Thank You for keeping us updated on this case.

 

Regards

Customer Service

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2013 Problems with Product/Service | Complaint Details Unavailable
2/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: IYOGI is online support that advertises as part of Apple support. I did not see the small print i yogi when I placed the call. When the representative answered the phone, they lead you to believe that they work for Apple. They ask what Apple product you have a problem with and what the problem is, they then transfer you to a technician to help. The technician asks for your full name and phone number (in case of disconnection) and tell you to plug your product into you available computer so they can do a remote session to help. I have spoken to several technicians who hung up the phone on me for asking questions. Finally the last technician refused to transfer me to a manager and insisted on helping. I was then prompted to download a program to my computer so they can remote in to it. They say they need permission to use a outside remote program (iyogi) to remote in and give (Apple support) but that is after they have you download and connect to them, so isn't it too late? They act as though they are Apple using a program (iyogi) to remote in, again misleading. They already have access to my computer and files. After I finished downloading the remote program, I am then told in order for them to help I need to pay. I explained to them I paid for apple support already and they said that the support I paid for does not cover the exact problem I am having with the ipad and they cannot help me if I do not pay for their help. We did not get past this point, no support was given to me by them because I refused to pay because I thought it was weird I had to pay for more support from Apple when I already paid for support at the Apple store when I bought my product. When I started asking questions about Iyogi, I was hung up on again. I called back again and asked to speak to a manager and the technician placed me on hold and a "manager " ****** asked what the problem was and as I was telling him, he hung up on me too. Once I started to realize that the situation sounded fishy and started asking questions, they hung up on me. So once I realized it was a scam and did not want their help and did not want to pay for their "Apple support", they did not want anything to do with me. After this I found the actual Apple support phone number online and I was able to reach Apple directly and they told me they do not know anything about Iyogi and never heard of them and it was most likely a scam. I am writing this complaint for several reasons, 1- This company is misleading by advertising on internet at Apple support when they are not. 2- When they answer the phone they also mislead you in to thinking they are Apple. 3- The take down all of your personal information and connect to your computer before they tell you there will be a charge for help. 4- This company now has my personal information which I do not feel comfortable with that. 5-They have remote access to my computer which I cannot figure out how to find and delete the program they had me install. I do not want them to have access to my computer and personal information.

Desired Settlement: They should make it very clear to people they are NOT with Apple. I want to know how to uninstall their remote program and I want they to delete my personal information. Lastly they better not try to charge me for anything because I did not receive any help at all.

Business Response: Dear ****** ****** ****,


Thank you for notifying us of the complaint with the assigned ID *******, we take any complaint with reference to our service or employees very seriously. With reference to the complaint ID ******* we tried to getting in touch with *** ******, however none of the contact numbers registered with us belong to her. The contact number mentioned in the BBB complaint also belongs to some other lady. We request ********* to provide us with her personal phone no along with a suitable date and time so that we can reach out to her and discuss this case in detail in order to resolve it.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.


Regards
Customer Service Team
iYogi

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I received the response from Iyogi and they stated that my contact numbers were wrong which is not the case. I spoke to a Iyogi representative today who told me how to uninstall the dock from my computer so they need to get their facts together. Now that the program is uninstalled, I would like them to delete my name and contact information from their data base because I have been receiving calls from telemarketers since I gave them my phone number. Please do not sell my contact information to other companies or solicitors. Also, I would like to remind them that I should not be billed for anything since I did receive their service.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: Dear ****** ****** ****,


We have added *********'s contact details to our DNC ( Do Not Call) list, so she won't be receiving any calls or emails from our end. Since as per her the program has been already uninstalled, so we would request you to close this case from your end.

We thank you for keeping us informed on real customer issues through the Better Business Bureau.


Regards
Customer Service Team
iYogi

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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