This business is not BBB accredited.

Tech Matrix Infosolutions Inc

Phone: (631) 757-7800 101 Broadway Ste 4, Greenlawn, NY 11740 http://www.yodacare.com View Additional Web Addresses


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Tech Matrix Infosolutions Inc include:

  • 58 complaint(s) filed against business
  • Failure to respond to 6 complaint(s) filed against business

Factors that raised the rating for Tech Matrix Infosolutions Inc include:

  • Length of time business has been operating
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

58 complaints closed with BBB in last 3 years | 53 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 21
Billing/Collection Issues 10
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 26
Total Closed Complaints 58

Customer Reviews Summary Read customer reviews

1 Customer Review on Tech Matrix Infosolutions Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: January 19, 2014 Business started: 02/27/2012 in NY Business incorporated 02/27/2012 in NY
Type of Entity

Corporation

Contact Information
Principal: Mr. Sanjay Chadha, President
Business Category

COMPUTERS SOFTWARE & SERVICES COMPUTERS-DISASTER RECOVERY COMPUTERS-SERVICE & REPAIR COMPUTERS-NETWORK SECURITY COMPUTERS-SECURITY EQUIP & SYSTEMS INFORMATION TECHNOLOGY SERVICES

Alternate Business Names
Tech Matrix Yoda Care

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Broadway Ste 4

    Greenlawn, NY 11740 (631) 757-7800

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/28/2015 Billing/Collection Issues
7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My computer crashed, claiming firewall damage and to call a resolution phone number from windows to fix problem of infection. I called the phone number listed and was told that a windows tech would fix my severely damaged computer. They verified my id and location then took over my curser to show me all the troubles I had. ALL DURING THAT TIME I THOUGHT I WAS SPEAKING TO WINDOWS REPRESENTATIVES, when I had a questions about the technicians the reply was I had a windows CERTIFIED tech. I questioned that point and was told they are contracted by windows global network. I was then switched to a verification rep I question him, he reassures me that I have problems with my computer that need fixed. I WAS SENT TO REPRESENTATIVE FROM INDIA! I questioned that point, again they told me that I had problems and I WAS BEING RECORDED. I felt like I was being slapped around like a ping pong ball Reluctantly, I submitted to PRESSURE of a one time fee totaling $127.00. The technician worked on my computer for around two hours I had no idea what he did, besides using a cleaner or what he set me up for later! Afterwards I felt like my device had been raped. I researched the company and called my bank to block my card from further use, I immediately received a email from yoda/care wanting a package deal from me. DOUBLE RED FLAGS...... I'm still not convinced they didn't set up the whole crash scene to set up the need for their services!!!!!! My wife says duh...............

Desired Settlement: complete removal of yodacare software and a refund of product services. This company should not imply they represent windows in any shape or form certified or not. I didn't hear yoda until deep into call.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $127.00 on **** of June 2015 with the check #**** to the customer. The check should have reached the customer by now.

We have also tried calling the customer in this regard to clarify any doubts he may have on us being legitimate, however, the customer was not available.

We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider.

We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.

We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.

Our prospective emails with offers are in no way different from any other company that is selling products to its customers.


Regards,

YodaCare

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] NO

 First of all, you did call, but YOU DID 'NT STAY ON THE LINE, YOU ASKED FOR ME BUT DIDNT RESPOND TO MY ANSWER, NOR DID YOU IDENTIFY YOURSELVES. I KNEW YOUR PHONE #.

 
?

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


Sincerely,

***** *****




 <

Business Response: We have tried to call this customer at least a dozen times, in order to reach him and to remove the software from his computer. This number ************ that customer provided is not more in service.  We are getting this message when calling: 'We are sorry this number is not in service anymore.' If the customer is willing to provide a proper working number we would be very glad to remove our software from his computer. Thank you. 

7/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was not happy with this service. I called and was assured that I would receive a full refund after 10 to 15 days. 15 business days later I checked with my credit card holder. The account was not credited I called the business again. This time I was told it takes 15 to 20 days. I waited 5 more business days Called my credit card .No refund Called the business today. Now they said it would take an additional 7 to 10 days. I believe That I'm getting the run-a-round. I have the email stating that they would give me the full refund.

Desired Settlement: That the business credit my credit card now or write me a check for the full refund.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Tech Matrix Infosolutions Inc regarding complaint ID ********.

Sincerely,

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

7/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was on my laptop today when a warning sign as well as a verbal message kept repeating that my computer had problems and to call a certain number NOW. I am 72 and not computer savvy and it frightened me. When I called they took control of my computer said the information I have on the computer had been hacked and even if it was turned off they could still get on it. I ended up paying $269.99 for the help I needed. Soon as they finished I looked them up on BBB. I was SCAMMED.

Desired Settlement: STOP THE SCAMMING

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $269.99 with the check #**** to the customer.

The check should reach the customer within 3-5 business days. We have also tried calling the customer in this regard to clarify any doubts she may have on us being legitimate, however, the customer was not available.

We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider.

We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.

Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.

Regards,
YodaCare

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,

**** *****



 

7/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently had a message displayed on my computer screen saying that I needed to call a certain phone number in order to protect it from multiple viruses and I had also been hacked. So, I contacted them and they misinformed me that if I didn't pay for their service, my computer would proceed to, "crash the next day" and I would lose everything on it. After talking with them, they asked me to sign a form, which I did not. They, however, forged my signature electronically on the document. The following day they called me again and were wanting to assess me another charge which I declined. I then had a computer technician come and review what had happened, and he informed me that Tech Matrix Infosolutions, calling themselves, "Yodashield Protection" had essentially forced their product onto me and had forged my signature in doing so. I also contacted my internet provider who also told me that this was a scam after the fact. I immediately called the company back in order to cancel the service and asked for a refund on the product I didn't want nor needed. They wanted more personal information, which I refused to give them. They refused to help me in resolving my issue and disconnected. I tried calling back multiple times only to not be answered and continuously disconnected. I tried calling again with a different phone number, and they promptly answered, but were still not wanting to help resolve the issue at hand, even after I told them I would contact the Better Business Bureau. My conclusion is that they weren't answering or helping, as if to not deal with me or return the money I am owed. I also contacted my credit card company and am currently disputing the charges. They also advised me to contact the BBB in order to get this resolved.

Desired Settlement: I wish to be refunded the amount paid for a service which I did not need nor required.

Business Response:

As per the desired settlement of the customer, we have processed a full refund of $269.99 with the refund confirmation number **********. It will take a maximum of 5-7 business days to reflect the money in customer's account.

We have tried calling the customer in this regard to clarify any doubts he may have on us being legitimate, however, the customer was not available. We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider.

We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.


Regards,

YodaCare

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Computer was working fine Recieved a phone call from yodacare for me to access my computer There has been a security situation on my computer network. We go online and **** shows me my drivers and email have be hacked again. (Two weeks prior paid yodacare 300 to fix this problem and was assured this for 2 years.) I tell **** ill call him back. I go to bank and get new account Come home computer demands NEW password to cut on Call **** He says hell fix for 230 lifetime fee Cash only. Wire transfer to new delhi india to a guy named ****** ******. Dont talk about transfer or youll have to pay an additional commercial tax. I refuse to do that. Yodacare rep calls repeatly until im able to respond. I refuse further contact and support from them

Desired Settlement: 300 dollars in check form

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Tech Matrix Infosolutions Inc regarding complaint ID ********.

Sincerely,

**** ******

7/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June **, 2015, I received a pop up on my personal computer while on the internet informing me that ********* and my computer were infected and at serious risk and to immediately call an 800 number. I called and I said to the representative named *** that I received the pop up that my computer was infected. *** spent an hour with me on the telephone going through my computer by virtual remote showing me all the infected sites. He told me my computer was about to crash if I did not have it cleaned up right away. I was told that there was a 30 day money back guarantee if I was not satisfied. I purchased a service contract for $242.99. I noticed during the process of the computer clean up that they were using free software that anyone can get on line. They also turned on my camera to my computer. I was suspicious, but not soon enough. On June **, 2015, I spoke with my IT person at my employment, and he told me I got scammed. He knew of other people that had gotten the same exact pop up scam along with having access to turning on the computer camera. I immediately called **** to request a refund based on my concerns about the legitimacy of the business and not being satisfied pursuant to the 30 day money back guarantee. I told them about the pop up and how I felt tricked into buying their services. They offered to refund me only $84.00. I was told I couldn't get a total refund because I I had contacted them to service my computer. I told them they contacted me with the scam pop up to call them, and that I was not accepting only $84.00. I was told I was lying about the pop up, and they hung up on me while I was still on the phone speaking. I have found the exact same complaints from other people have gotten scammed from **** on ************ reviews.

Desired Settlement: I get a total refund.

Business Response:

As per the desired settlement of the customer, we have processed a full refund of $242.99 with the refund confirmation number **********. It will take a maximum of 5-7 business days to reflect the money in customer's account.

We have tried calling the customer in this regard to clarify any doubts he may have on us being legitimate, however, the customer was not available.

We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.

We do not register any customer unless we get a "yes" from the customer during the verification process by a ******** ***** ************ ******* who clearly represents us as an independent third party technical support provider before taking verbal authorization from the
customer.

Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.


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,

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



 

6/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company froze up my computer with an ad that stated I had to call them to fix the problem. Upon calling they took my credit card information and proceeded to take remote control of my computer and install their software on my computer. They hacked my computer and then charged me to fix it.

Desired Settlement: The company has the responsibility to refund my credit card in full and to no longer monitor or access my computer. They should uninstall any software they installed on my computer.

Business Response:

As per the desired settlement of the customer, we have processed a complete refund under his account with us and have issued a check with the check#**** that should reach him within 3-5 business days.

We have also tried calling the customer in this regard multiple times, however, every time we reached voicemail. We, therefore, request the customer to call us anytime he want us to help him uninstall any unwanted software from his computer.

We would also like to mention that we really work hard to resolve all our customers' issues. We always ensure to help the customer anytime they need help. Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.

We also ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization for the payment from the customer.


Regards,
YodaCare

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 do not want a check because I feel it might bounce and I don't trust them. I would like the full amount of $256.49 credited back onto my credit card.

 

 

 

 

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


Sincerely,

****** ****




 

Business Response: We do not do the business with the bank that processed her payment.

We have issued a check to the customer, however, the customer has refused it.



Regards,
YodaCare

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 haven't been refunded the $256.49 yet. I would like a refund of $256.49 credited to my credit card.

 

 

 

 

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


Sincerely,

****** ****




 

6/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered Advantage Support on May **, 2015. Before session was complete realized that I did not need this service and immediately asked if I could cancel and be refunded the 295.99 charge. Was told that I could not receive full refund due to using the service. Was told I would receive refund in 10-15 days. Called back 5-**-15 to verify refund process had begun. Deleted program from computer. Called back 6-*-15 to check on refund and was told it would take 15-20 days from date of request. Called 6-**-15 because still had not been refunded. First call was disconnected while on hold as agent checked on refund he said had already been sent. Tried to call back 4 times and could hear reps talking in the background, but no one responded on our line. Made final attempt, was able to speak with a rep and still could not resolve situation. I am unsure of amount of refund. I have been given different amount each time I call. The refund policy states that they offer a 30 day money back guarantee minus $69.99 non-refundable diagnostic fee.

Desired Settlement: Receive refund as promised.

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,

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



 

6/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was on the internet and it a box popped up saying I had been hacked and to call technical support at an eight hundred number..I did and after they told me what all was wrong they wanted to charge me $159.99. they worked on my computer for about an hour and it still is not fixed. I was scared to give my credit card but I did anyway..

Desired Settlement: They did not fix my computer and that is why I called BBB.I will cancel my card and have a new one issued..

6/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was on my computer when I received a pop-up saying my computer had been hacked or had spyware and that I should call the number on the screen. Since I keep passwords stored on my computer and check my bank statements, needless to say I was scared. I tried my best to get off the page but I couldn't which made me think it was legitimate. Since I don't know a great deal about computers, I called them. They were able to go into my computer and show me something about different programs that were either shut down or not working properly (at least that is what they said). They told me if I didn't take care of it right away someone could have assess to all my information. I told them that I already had internet security through my cable company, but she didn't seem to act like that mattered. I decided out of fear to purchase the services ( to remove whatever was infecting my computer and purchase internet security). The next day when I talked to my son, he said it was most likely a scam since your internet provider doesn't send out those kind of warnings over the internet and his teacher had told his class about these scams across the internet. When I called saying I wanted my money back they said I couldn't since all issues were resolved and it was therefore too late (I didn't mention about the advertising because I thought you had 30 days to request a refund anyway). After doing some online research and reading some of the complaints on your website, I realized I wasn't alone in this and decided to file this complaint

Desired Settlement: I would like a refund of the $203.98 they charged my visa check card and an apology for not being forthright in their advertising.

6/19/2015 Problems with Product/Service | Complaint Details Unavailable
6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was scammed into believing that my computer was hacked and contained multiple harmful viruses. A pop up appeared and had a very scary alert message and told me to call an 800 number immediately so the vulnerability could be fixed. It is a scare tactic! You could not click out of the pop up and my computer was essentially frozen. I was panicked and called the number...the rep said he was from ********* and that my security software crashed my firewall ( a total lie as I had a professional say later that was not the case). Then the rep said the only thing I could do was purchase new security software through him, which I thought would be *********. It was NOT. All of a sudden I'm transferred to another rep who takes over my computer and "does the work". He installs Yodashield...never heard of it. After charging me $159 and disabling all of my existing security. I was stupid to fall for this, and reacted too fast to the scare tactic. After they were done, I did some research and now know I was scammed. I had a professional erase,what they had done, but who knows what info they stole. I called back the 800 # and tried to get a refund, but they said they would only give me $60 back. They said it would be credited in 15 days, which is not up yet, so i cannot say whether they will actually refund me the $60. This firm needs to be shut down. I want my money back....full refund of $160!

Desired Settlement: I want a full refund of the $160 charged to my credit card, and I think this firm should be shut down for deceptive advertising, scare tactics and manipulation.

Business Response: As per the desired settlement of the customer, we have processed the refund of rest of $99.99 with the refund confirmation #********** completing the full refund on the customer's account with us.

Earlier we have already processed the refund of $60.00 with the refund confirmation #********** on **** of May 2015.

We have tried calling the customer in this regard to clarify any doubts she may have on us being legitimate, however, the customer was not available.
We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider.

Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.

We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.


Regards,
YodaCare

6/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My pc froze up and a WARNING came up with a ph.# to call to fix it. I called and they took control of my pc and showed me where programs had stopped and others had been hacked.Finally they asked for $169.00' I said no. Came down to #129.00 plus tax,which was a total of$135.99.Didn't know until nexday I'd been scammed.

Desired Settlement: Stop the scam.

Business Response: As per the desired settlement of the customer, we have processed a full refund on her account with us and have issued a check for $135.99 with the check #****

The check should reach the customer within 3-5 business days.

We really work hard to please our customers and our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.

We have also tried contacting the customer in this regard to help her clarify any doubts she may have on us being a legitimate company, however, unfortunately, the customer was not available. 


Regards,
YodaCare

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,

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

Thank you so much for your help. I received a refund check  today for $135.99.Again thank you.

 

6/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: May **, 2015, my computer froze and I could not access anything. The page said that my computer was in danger and to call a 800 number. I feel I was hacked by this company that go by the name of Yoda a sub of Tech Matrix. They used fear as a way to get me to let them take over my computer and do a scan. During this scan they did not tell me that there was a charge for the scan. Not until the scan was finished and they told me I had many threats. I told them I did not have money for this. I am on disability. I was told that if I didn't pay that they would put on my credit report a collection. This company took advantage of my fear. I told them that I an not computer savvy. They told me the charge for a year protection was over $500.00, then they came back with over $200.00. They played on my fear of computer problems and credit collection. The credit card will not go through as I do not have the $111.99 They charged for one month. They said I Had to pay. The way they do business should be a crime. They feed on people who do not know better. They should be held responsible for their actions.

Desired Settlement: I want them to stop trying to collect on my credit card, and change their tactics.

Business Response:

As per our findings, we never charged the customer. The moment the customer showed inability to pay the amount, we immediately removed the charge and all her details were also removed from our system. Since then no one has tried contacting the customer from our end.

We are a legitimate company and we always aim to provide the best services to all our customers in this segment.

We would like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. 


Regards,

YodaCare

5/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Yodacare locked up our computer when my wife was using it. In the upper right hand corner they put a message that our computer was infected with a virus and that they were a third party of ********* and for a fee they would clean up our computer. This occurred on 5-**-15, On 5-**-15 I called them and told them that I wanted to cancel the order (which they hadn't posted to the credit card yet) I told them that I check there business on the internet and they were a sham company and we didn't want there service. Would like a refund or the bill $429.98. Any help you can provide would be greatly appreciated.

Desired Settlement: refund of purchase price of $429.98

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $429.98 with the check #**** to the customer.

The check should reach the customer within 3-5 business days.

We have tried calling the customer in this regard to clarify any doubts she may have on us being legitimate, however, the customer was not available.

We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.

We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the
customer.


Regards,

YodaCare

5/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was invoiced for services and charges to computer unrelated to those verbally agreed upon with technician at ********** ******** (owned by Tech Matrix Info Solutions Inc.). The invoice was emailed from TechEscalations requesting an immediate signing and return of document for authorization of support and security coverage which should have been covered under current active subscription. In spite of document not being signed and returned for authorization, a charge of a significantly larger amount was posted to credit card account by yet a different company *************** As a satisfactory resolution was not reached through numerous hours on computer and phone with various representatives of the companies involved, a dispute has been filed with the credit card company in addition to this complaint to the BBB.

Desired Settlement: As charges were applied to credit card without card holder signature giving authorization I believe this constitutes fraud.

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,

****** ****



 

5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: was working on laptop and a page popped up saying they were from ********* that my computer was infected told me to call *** *** **** said his name was ahamed and he took control of my computer couldnt fix it said he needed to transfer me to a tech at **** **** named *** again ******* speaking told me that hackers got into my computer my firewall and that it was going to cost me 159.99 i told them i would pay them on first of month did alot of changes to my computer. got call today from ******* speaking woman from *** *** **** asking me about the money. looked company up online and there are all these complaints sounding very similar to my situation i think im being scammed.

Desired Settlement: would like them to be stopped and my computer fixed free of charge by legit company

Business Response:

As per the complaint of the customer, we have performed a deep check on this case as this is not the kind of experience we want our customers to have.

We have found that the customer has registered with us for the support and wanted us to help him resolve issues on his computer. As per our records, we have helped the customer resolve all issues on his computer and the customer has given us permission to close the case as resolved.

Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately. Also, the customer's card was never charged and upon receiving this complaint, in order to further please the customer, we have even removed pending charges from his account.

We would like to mention that we really work hard to resolve every issues of the customer and that we always aim to provide the best services to all our customers in this segment. We have also tried contacting the customer in this regard to help him clarify any doubts he may have on us being a legitimate company, however, unfortunately, the customer was not available.


Regards,

********

5/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The product/service produced more problems/expenses than were present before contracting with the company. Had to have my computer repaired by manufacturer due to damage done by service team. Yoda Care promised to refund $400.00 of my fees after I terminated their access to my computer and have dragged out the refund for several months despite sending me emails saying the refund was to show up in my account within the next 7-10 business days.

Desired Settlement: I want Yoda Care to honor the refund they promised to repay me, then stay out of my life forever.

Business Response:

As per the desired settlement of the customer, we have processed a full refund on his account with us and have issued a check for $400.00 with the check #**** to the customer.

The check should reach the customer within 3-5 business days.

We have also tried contacting the customer in this regard, however, the customer was not available. We wish if the customer would have been available, we would have got an opportunity to clarify any doubts he may have on us.

At this point, we would also like to mention that we really work hard to resolve every issues of the customer and that we always aim to provide the best services to all our customers in this segment.



Regards,
YodaCare

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, provided that the refund is sent since this is the 4th time it was to happen, and the matter will be resolved when the refund check clears my account.  Your office will be notified when this matter has been completed.

Sincerely,

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



 

5/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Yoda care their sister company had a pop up window on my computer which said I had been hacked and I needed to call their 888 number immediately and I could not exit out of the pop up. I called and the hacker at Yoda care hacked into my computer and told me all my information was stolen by a foreign address and proceeded to sell me fake hardware to protect my computer. They put software on my computer that allowed them to track my everymove and not protect my data. I called them the next day after I had my computer cleaned out by a professional from all the spyware they installed on my computer. It was very scarry that they played on lies and fear and scammed me out of my hard earned money. I had to change my email addresses, my bank accounts and cancel all my credit cards and change my server.

Desired Settlement: I called the company to let them know I wanted my credit card refunded and they told me nobody could talk to me from billing right now. I have not received any calls back to refund my 151.99 on my credit card and I am requesting the computer technicians fees which were 200.00 to fix what they did to my computer. They installed secret tracking software under hidden files, which my technician found and deleted.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $151.99 with the check #**** to the customer. The check should reach the customer within 3-5 business days.

We have also tried contacting the customer in this regard to help her clarify any doubts she may have on us being a legitimate company, however, unfortunately, the customer was not available. We would also like to assure that our software are legitimate software that helps secure any computer.


Regards,
YodaCare

5/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was notified in December 2014 by this company that my computer had a virus and was to contact them immediately. When I contacted them, they began helping me with my computer issues. I asked if they were with ********* and they said "Yes, I am trying to fix your computer". I agreed to the Virus Protection for the life of my computer and up to 3 others in my house ($399.99). In March I received a pop up notice that my "Free Trial" had expired and I should contact the company to pay for the service. I called customer service and was told it was a mistake and they fixed it. I asked again if they were with ********* and they said "No, we are ********* certified. I became upset and asked for a refund, due to the issue with the "Free Subscription" pop up after paying ($400.00) and then being told that they are not with *********. They talked me out of the refund and said the business is listed with the Better Business Bureau and the program is fine and will work for me. I received another pop up in April that I needed to find an Antivirus program and my computer was not protected. Again in April another popup that ******* Defender Shield and ********** Total Protection both report they are turned off. In April 2015, my computer crashed in the middle of my work day. I took my computer to ****** ***** to get a Free check up. I was told that there was Virus activity and they could not pinpoint 1 specific virus. I called **** **** customer service and was told that they could not issue me a refund and to let them fix my computer. The reason they could not issue a refund was due to the fact that I had had the program for 4 months and it is "Impossible" for a virus to shut down your computer. I no longer have that computer, due to the price to fix it and purchase a larger monitor (for work) I spent the same amount of money and purchased a new computer which included ****** antivirus protection. I believe that this company lied to me and did not provide the Anti virus protection paid for.

Desired Settlement: I expect a full refund from this company. This is a lot of money that I don't have available for the problems and missed work that this has caused.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $415.00 with the check #**** to the customer.

The check should reach the customer within 3-5 business days.

At this point, we would also like to mention that we really work hard to resolve every issues of the customer and that we always aim to provide the best services to all our customers in this segment. An issue may re-occur, however, it absolutely has nothing to do with our software and we always encourage all our customers to let us know in case an issue re-occurs, so that we can look into it to help resolve it completely. An issue may re-occur due to several other reasons as well.


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.
I will contact you if I have not received the refund in the next 5-6 business days.

A representative from this company contacted me again this morning to say someone was trying to access my bank account and they wanted to get in and fix the computer that I am on now.  I tried explaining that I requested a refund and sent in a complaint and they disconnected the call.

I don't trust this company anymore.  Their exact words were "On the computer you are on right now".  Not "your computer"

Thank you Sincerely,

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



 

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was locked out of my computer, could not get to my homepage. I was prompted with a message to call the 800 number. When I contacted your company, you stated that you could fix it for $155.99. Upon paying and your company stated that we fixed it, after an hour. I still had the same problem, so I contacted the **** *****, who told me that after doing a pc tune-up and removing the software provided by your company, my problem was fixed. Your company essentially did nothing to fix my problem.

Desired Settlement: want to have complaint about this company reported to the BBB and my credit card refunded.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $155.99 with the check #**** to the customer. The check should reach the customer within 3-5 business days.

At this point, we would also like to mention that we really work hard to resolve every issues of the customer and that we always aim to provide the best services to all our customers in this segment. An issue may re-occur, however, it absolutely has nothing to do with our software and we always encourage all our customers to let us know in case an issue re-occurs, so that we can look into it to help resolve it completely. An issue may re-occur due to several other reasons as well.

Also, the customers' money is safe with us. Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.  


Regards,
YodaCare

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,

****** *****



 

5/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing this complaint on behalf of my ** year old mother. She was using her computer when the screen froze up and the entire screen went red with one pop up window with a message to call Yoda Care for help. She did. Yoda Care took control of her computer and asked her to sit in front of the screen while they did their thing - none of which she understood. During the process they were very aggressive about her buying a protection plan. She hesitated about the 3 year plan but ended up buying the 1 year plan. Before it was all said and done they charged her $429.98. My mother knows only two things on the computer, bill pay and basic email. We feel that Yoda Care took advantage of her lack of knowledge about the computer and sold her things she didn't need at an unreasonable price. We would like a refund of the entire amount. Yoda Care has a very aggressive marketing technique that takes advantage of people with very little scamming and computer savvy. thank you.

Desired Settlement: Full refund and retraction of BBB accredited business status as shown on their website.

Business Response: As per the desired settlement of the customer, we have processed a full refund and have issued a check with the check #**** to the customer. The check should reach the customer within 3-5 business days.

This is absolutely not the kind of experience we want any of our customers to have.  We always ensure to help the customer anytime they need help. Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.

We would also like to mention that we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.  We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.


Regards,

YodaCare

5/6/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/**/15 I was trying to access ************* when a popup screen appeared warning me that my computer was being infected by a virus or other malicious entity and giving a toll-free number to call. At the same time the computer locked up and would not respond to my mouse or keyboard. The alert screen also contained the Norton AV logo in the upper right corner. I called the number and asked what company I had called. I was told by some guy with an ****** accent that I had called Microsoft. He said that he could release the computer from the hold but that I would have to give him remote access to it. I did that reluctantly and he showed me where the "network access protection" was out of date and that the computer had been hacked. He offered to renew the "nap" for 4 years, with a one year warranty for $299.99. In order to get the computer working again, I agreed, and authorized the payment on my credit card. Another tech, ******** *****, another ******, was supposed to download the software onto my computer so I hung up the phone while that was taking place. Meanwhile, I called my daughter who said the whole thing was a SCAM and that I should disconnect the web access, which I did. When the tech called back I told him that I wanted my money credited back to the card and that I had already uninstalled the Malwarebytes Anti-Malware which they had installed and which was FREEWARE. I received a confirmation of the new "Smart Support" subscription and YodaShield Security for 3 years. I wrote back and told them to cancel my subscription and refund my money IMMEDIATELY. I received an e-mail saying that my account was no longer active and that the $300.00 would be credited to my card within 15-20 business days. IT ONLY TOOK A COUPLE OF MINUTES TO CHARGE THE AMOUNT TO MY CARD. WHY DOES IT TAKE 20 DAYS TO REFUND IT? THEY ARE PROBABLY USING THE MONEY IN THE MEANTIME. I hope they have not downloaded some keystroke tracking software while they were fooling around on my computer.Identity theft is possible,too

Desired Settlement: Refund $300.00 immediately to my credit card. These people should be prosecuted by the State Attorney General's office for operating a scam.

Business Response: As per the desired settlement of the customer, we have tried refunding the amount to the customer’s account, however, due to some technical reasons, it did not go through successfully in all our attempts. We have, therefore, issued a check for the disputed amount with the check #**** that should reach the customer within 3 to 5 business days.

We have also tried contacting the customer in this regard, however, the customer was not available. We wish if the customer would have been available, we would have got an opportunity to clarify any doubts he may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.
 
We would also like to mention that we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.


Regards,

YodaCare

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:

1. I have received a refund check from Tech Matrix in the amount of $299.99 but I am holding it until this situation is resolved.
2. The original billing was not by Tech Matrix but rather by My Tech Bays to my **** credit card in the amount of $300.00.
3. I don't know what the relationship of Tech Matrix is to My Tech Bays. Why is Tech Matrix offering a refund on a billing by My Tech Bays? The amount of the refund does not match the original billing.
4. The **** charge of $300.00 by My Tech Bays is being contested by me and I want to hear from the bank which is carrying my **** account regarding the results of their research on the matter before proceeding further.         

 

 

 

 

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


Sincerely,

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




 

5/1/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Mother was contacted on computer by an unknown party saying a virus was detected and to call a 1800 number immediately. She did and the company sold her a service that claims to have cleaned up this supposed virus. They received all of her information including bank account info. They informed her they would pull the money on May *** as she did not have enough to cover the amount in her account at the time. I called to have the account canceled and software removed and they would not allow it saying that the services had already been performed.However, they could provide no documentation of what they actually did only saying that their technicians worked for 3 hours and they must receive payment. The gentleman also told me that told me that customer satisfaction was not a valid complaint. Their website has a copy and pasted BBB logo that is unclickable and the log in page does not allow for someone to log in. After calling 10-15 times, my phone call finally got through to the company. Previously, the call dropped every time.before someone answered.

Desired Settlement: I would like the software removed from the computer and the money refunded (should the money be deducted from the account).

Business Response: As per the desired settlement of the customer, we have processed a full refund on the customer's account and have issued a check with the check#**** to the customer, that should reach the customer within 3-5 business days.

We have also tried contacting the customer in this regard, however, the customer was not available. We wish if the customer would have been available, we would have got an opportunity to clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers in this class.

At this point, we would also like to mention that we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a ******** ***** ************ ******* who clearly represents us as an independent third party technical support provider before taking verbal authorization for the payment from the customer. 



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,

*** *****



 

4/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two days ago a pop-up blocked my computer screen. It showed a shield logo (similar to what ***** uses for its virus protection software), said that my computer was at risk and I needed to call to resolve the issue. Computer screen was frozen and I was unable to do anything but comply. I called phone number, and my questions on whether the technician was a ***** or HP or ??? employee were answered in confusing ways; he left impression that **** **** was chosen by ***** to work on computer issues remotely. After accessing my computer, tech told me that my computer had been hacked and my banking accounts, etc. were at risk. Scary, right? He showed me a screen indicating my computer had logged more than 70,000 error messages, he got me to agree to have him fix the problem. When I asked if my accounts had been compromised, he said that I was safe because the errors were below 80,000. ?? When told that this made no sense, he got impatient and said it was all associated with the type of computer I had. He spent next hour or so installing what looked to be free software and pressured me to agree to a two-year contract for $349.99. He then pressured me to agree that he had fixed the problem, when I have no way of knowing if a hacker is in my computer. After researching the issue the next day, I see that there have been similar complaints and that the screens he used to indicate issues are used by disreputable remote technicians to scare non-technical users. I am convinced that this business planted the pop-up screen in an email from a friend whose computer is known to be hacked. By freezing my screen, they prevented me from doing anything but calling them to fix the problem. They have agreed to partial refund but I am not satisfied with this. I want a full refund PLUS $200 so I can take the computer to a reliable technician to make sure they haven't left spyware, etc. on my system. BTW, this business was very difficult to find on the BBB site; it appears they don't want to be found.

Desired Settlement: Instead of a partial refund, I would like a FULL refund of all money paid to this business. Additionally, I would like $200 extra so I can take the computer to a reliable service provider and have the work done by this outfit evaluated and have any potentially damaging work reversed.

Business Response:

As per the complaint of the customer, we have performed a deep check on this case as this is absolutely not the kind of experience we want any of our customers to have.  We always ensure to help the customer anytime they need help. Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.

As per our findings, the customer registered with us for two years of support on a one time payment of $349.99. We helped the customer resolve all his issues and the customer gave us permission to close the case as resolved. Next day, the customer called us again and asked for a refund. The customer, however, agreed to make a one time payment of $69.99 as we have helped the customer resolve all his issues. Since we have not charged the customer's account by that time, we voided the entire payment and charged only $69.99.

The customer, however, called us again on **** of March 2015 and asked refund of $69.99 also. In order to please the customer, we have even refunded $69.99 to his account with the refund confirmation #**********.

We have tried contacting the customer in this regard, however, the customer was not available. We wish if the customer would have been available, we would have got an opportunity to clarify any doubts he may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers. We would also like to mention that we really work hard to resolve all our customers' issues and we always represent us as a third party independent technical support provider.  We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a ******** Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer. 

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 HAVE RECEIVED A FULL REFUND AND EXPECT NO MORE FROM THE COMPANY IN QUESTION. HOWEVER, I do not accept their written response regarding their goodwill and business practices. The complaints filed with the BBB show a pattern of activity that is similar to what I experienced with them, and this is not acceptable. So I consider the case closed, but the response from the company inadequate. 

Thank you for your attention to this matter. 

 

 

 

 

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


Sincerely,

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




 

4/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On or about Feb.*** 2015 I received a pop-up on my computer screen that said call ******* at this number ###-###-#### immediately as your computer has been hacked. When I did the person on the other end said the business was indeed ******* (our server) but unbeknownst to me it was Yoda Care. Because they scared me about my bank accounts and all my information getting stolen, I allowed them to get into my computer with our password. He installed maleware and proceeded to "clean up" the problems. He then removed our ****** Security system and installed their own. Then he said I had to use an outside company to use a "level 4" technician to finish the job but I had to pay $549.98. Still convinced I was talking to a ******* representative, I let him charge this amount to my ******* credit card. I was so frightened about our computer information being stolen and this company took advantage of that and duped me. I am ** years old and not computer savvy. This company uses egregious means to make money. I called several times and they hang up on me. ******** will not stop payment because Yoda Care showed them evidence that I agreed to the charge. We are currently receiving no services from Yoda Care because my husband is a software developer and when he came home that night he changed our network so that Yoda could no longer have access to our computer. We did not want their services, we do not have their services, we were duped into paying a lot of money for nothing so I want a complete refund.

Desired Settlement: Complete refund to me and anyone else they scammed, and block their use of internet pop-ups to "get" customers.

Business Response:

As per the desired settlement of the customer, we have processed a complete refund for an amount of $549.98 with the refund confirmation #********** on her account with us on *** of April 2015.

We have also tried contacting the customer in this regard, however, the customer was not available. We wish if the customer would have been available, we would have got an opportunity to clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers. We always ensure to help the customer anytime they need help. Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.


We would also like to mention that we really work hard to resolve all our customers' issues and we always represent us as a third party independent technical support provider.  We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.


Regards,
YodaCare

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,

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



 

4/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A sales rep for Yoda Care lied to me about the virus protection he was selling. He claimed he was with ********* and could help fix my pc problem that a pop up window with his number said I was having with my laptop that is only 2 months old. He said my virus protection had expired and pressured me into purchasing his 3 year plan for $150. So I fell for it and gave my cc info. He said to turn my pc off for 2 hours and he would have his technicians call to make the repair. In the meantime I got on my iphone with **** *** and found that I had free protection for a yr.

Desired Settlement:

Scams such as this need to be put out of business.

Billing Adjustment

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $150 with the check #**** to the customer. The check should reach the customer within 3-5 business days.

We have tried calling the customer in this regard to clarify any doubts she may have on us being legitimate, however, the customer was not available. We, therefore, would like to take this as an opportunity to assure that we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.

We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification
Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.


Regards,
YodaCare

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,

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



 

4/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received an ALERT on my computer, saying it was from my Internet Provider,saying to call immediately, I called and asked if this was *** and they said yes, it was involving someone getting into my computer and that I needed to have it repaired immediately and they needed to get on my computer to repair it. That the charge was $269 for a year. Afraid that someone might get my private information I gave them my credit card numberand then they said they were a third party, located in NY, but the call was from India!!! I hung up and called ***, my internet provided and they said it was a SCAM, to log off and call back and cancel it. (They said it was a 30 day refund guarantee). I called to cancel (all within an hours time), after almost 45 min. of the man not wanting to process the FULL refund, he finally said (they only wanted to refund $200) fine, it will take 15-30 days?? I cancelled that card right away (got my computer repaired by the REAL Internet provided) and now am awaiting the refund. This company is a SCAM, they list all the reasons why you should purchasethe TECH support and then when you question them and want a refund they getloud and nasty. If this refund is not in full or not made at all, what can I do???

Desired Settlement: A charge for $269 (and some cents) was made on 4/* to my **** Bank/MasterCard. I would like the FULL refund (they said it was a 30 dayfull refund guarantee and I cancelled it within an hour). I'm not sure I can trust this company and my internet provider said I should report this.

Business Response: As per the complaint of the customer, we have performed a deep check on this case as this is absolutely not the kind of experience we want any of our customers to have.  We always ensure to help the customer anytime they need help. Our 30 days money back guarantee policy is made to ensure any
customer who don’t wish to stay with us may leave us on a good note with their money refunded immediately.

As per our findings, we never charged the customer. The moment the customer called us asking for refund, we immediately voided the transaction before the amount could have settled under her card account. For the reference, the authorization code for the voided transaction is ******.

We have also tried contacting the customer on this, however, the customer is not available. We wish if the customer would have been available to clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers. We would like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.

 

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,

*** *******



 

4/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i was sold a life time service for maintaining my computer from virus and other intrusions from hackers and so forth now they come up with other services they say i must buy or they cannot do what i paid them to do i paid them a little less then $500.00 at the beginning now they say every driver ********* has in going to expire unless i buy them all new my computer will not be safe it was over $1000.00 for the new drivers but they were going to make me a deal at just over $300.00 which is ridiculous so now the money i spent in the beginning was a waste and my life time service was less then 1 year and my computer is no longer being taken care of as promised

Desired Settlement: refund me my money remove there soft ware and leave me alone or take care of the computer as promised with no additional charges

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, they contacted mew and there is no more problem tyvm


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



 

4/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This afternoon, March **** 2015 at 3:45p.m. I was browsing the web and all of a sudden my computer froze. A message appeared stating that I needed to call ************ immediately because my computer had been compromised. I could not shut my computer down or do anything with it. I called the number and they told me that my computer had been hacked into and showed me this list of things that had been tampered with. They said that people from ******* had hacked into it. they said it was a Trojan Zeus infection and that it needed to be removed immediately or they would have access to all of my personal information , bank accounts, credit cards, investments and social security numbers for myself and my husband. I questioned them as to why the webroot system that I had on my computer had not taken care of these things. They said that my system was just for viruses and not for what had happened now. I believed them and purchased their program. Although the tech who installed it was nice, when I click on the icons for the yoda care and the pc optimizer they do not load. I paid 369.99 for this program and I feel that I have been totally scammed! I am requesting a full refund of my money to my credit card.

Desired Settlement:

I hope that this company will be shut down!

Refund

Business Response:

”As per the desired settlement of the customer, a full refund of $369.99 has been processed with the Refund Confirmation # "******". It will take 5-7 business days to reflect the money in customer's account. We wish if the customer would have allowed us to contact and clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.

”We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.”


Regards,
YodaCare

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,

******* ****



 

4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint taken by phone by BBB staff (pb): The consumer's previous computer security had expired and she was experiencing slow performance and a lot of pop up ads on her computer. She also thought she had a virus. She saw a pop-up ad for **** **** that promised to clear viruses and improve performance. So she called the phone number and spoke to a ******** ***** and someone named ******. She was told they could clear her computer of pop-ups and speed it up. They told her they would give her 1 year of security, with a 30-day warranty, for $134.99. It was very clear that the $134.99 covered 1 full year of service. So she agreed and paid the $134.99 and they installed something on her computer. It was a little faster at first, but there were some functions that wouldn't work, such as her printer. She called to cancel a couple of days later but was told she couldn't. Her computer still didn't work right so she called someone else to look at the computer. He ran a diagnostic and said the computer was OK. He cleared some things off of her computer. When he was done, he told her to call her computer security company to have them re-install the security protection program, so she did. But she was now told that the $134.99 was only for 1 month and had expired. She never would have paid $134.99 for just 1 month. She was told 1 year.

Desired Settlement: Refund her money, or at least part of it since she only got 1 month of "service". She does not want to see anyone else taken in by this company like she was.

Business Response: As per the desired settlement of the customer, check ***** in the amount of $134.99 is issued and mailed to the customer towards a refund on her account with us.

”As per the desired settlement of the customer, a full refund of $80 has been processed with the transaction ID "*********". It will take 5-7 business days to reflect the money in customer's account.
We wish if the customer would have allowed us to contact and clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.”We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.”

 
Regards,

YodaCare

 

4/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March *, 2015 I was on my computer and suddenly an ad came up indicating for me to contact Windows in that my computer was frozen and I couldn't get in it. I called the number on the screen and a technician indicated that someone tried to hack my computer from a Foreign country and informed me that he could fix the problem...I said ok and how much will it cost...he stated $203.00 which I didn't have and asked how much could I put on it to fix the problem. I indicated $80.00 and he proceeded to fix the problem. Well, when I woke on Saturday I started thinking that they infected my system and I cancelled the order...the rep didn't want to refund my money and I indicated that I am cancelling within the 30 day period and if they didn't refund my money I would contact the BBB...I'm told I have to wait 7-10 days for my refund...Personally, this is a bogus company who infects computers to enhance their business but I'm not going to allow them to do this to me...also, they removed my ****** security which I told them not to remove from my computer...I hope that you can contact this company to let them know that I am not going to allow them to play me and for them to leave my computer alone and I will be contacting the BBB to let them know how this company operates and prey on people by getting into their computer system and infecting them to have you call a number that I found out was not a part of Microsoft Windows as they stated...Spoke with ** ******** on 3/*/15 in ref to my money being put in my account and indicated it would be there within 7-10 days.

Desired Settlement: I would like for them to leave my computer alone and not have any contact with me at all.

Business Response: ”As per the desired settlement of the customer, a full refund of $80 has been processed with the transaction ID "*********". It will take 5-7 business days to reflect the money in customer's account.

We wish if the customer would have allowed us to contact and clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.”

We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.”

 
Regards,

YodaCare

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February ** I entered into a contract with yoda care for computer servicing. It was guaranteed money back minus $69 diagnostic fee. My computer crashed and I had to purchase a new one. I've been trying to obtain my refund since 2/**, with no success.

Desired Settlement: Refund minus diagnostic fee of $69 as stipulated in contract.

Business Response: As per the desired settlement, we are sending a refund check to the customer on to her billing address that should reach her soon.



Regards,

YodaCare Customer Service Team

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been dealing with the company for almost a month now about a refund. When signing up for the service they stated a 30day money back guarantee. The next day I realized I did not require their services and asked for a refund. At first they stated I could only get a partial refund then after much arguing I eventually got my full refund that I deserved. They stated it would take 15 business days to process and get into my account. Well I called today because it is the 15th day I have yet to receive any refund. Then I am informed by the same person I spoke to last time that there was a technical problem and my refund didn't go through. I asked well when was this and it was yesterday. So I asked if I had not called then I wouldn't of been notified. She states now again I have to wait another 10-15 business days for my refund. I advised her this is ridiculous and an error on their part not mine and I should not have to wait that amount of time again. I asked to speak with somebody else a manager etc. and she stated there was no one else to speak with or who could expedite my refund. I told her this is unacceptable as it is not just a $20 refund but an amount of over $300.00. They have done nothing but go round in circles with me and it is the same lady every time I call and I am beginning to think this is some kind of scam.

Desired Settlement: The money owed to me $329.98 since 2-**-15 when I cancelled services and requested my full refund.

Business Response: As per the desired settlement, "Check*****" in the amount of $329.98 is issued and mailed to the customer towards a complete refund on her account with us.

We wish if the customer would have allowed us to contact and clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.”We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.”

 
Regards,

YodaCare

 

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,

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


 

4/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An alarm and pop up window came up on my computer screen saying that I had been hacked. having never seen of threat like this before I was unsure as what to do. The popup screen said call this number immediately. I called the number in the base. I assume due to heavy accents. I felt threatened by statements and many warnings were given about the negative impact of this hack or potential hack such as incurring bank charges that I would be responsible for other types of negative results that felt like fear mongering. Due to my perception of this high pressure aggressive style,as i experienced it causing fear, under fear and threat I agree to proceed with access to my computer for this company providing a service. Yes they provided me with agreements and showed BBB information and explained the charges. I signed the agreement. My issue is that this popup window was not invited and indicated threatening information in it about negative impact if I were hacked. The it person at this company was very aggressive and demanding in his sales style and I thought I felt intimidated I must immediately do something to protect my sensitive private information. By the time all was said and done I've agreed to installation of a virus scan on my computer I allowed them to access my computer and install a virus scan program. All this came at the cost of $427. After I had settled down and realized all of this intrusion had come via a popup window and very scary information on my computer I acted hastily. I then contacted ********* explain that the technician said they were a Windows authorized technician. ********* explained that they don't authorize other companies or subcontract with other companies. I believe this company distorted information to make me believe they were related to *********. I went on this company website to check this company out and saw they had various products for sale ranging from a much lower price up to around dollar $ 600 +. I contacted the company requesting a refund based on the 30 day refund guarantee. I was referred back to the technician who had worked on my computer the previous day. I experienced him houseI experienced him as very aggressive and demanding rude and accusatory that there was no way I could have contacted ********* they didn't have their phones on during quote "that time frame". this was quite a silly, comment. He continued in this very aggressive style talking over me talking over me talking over me in a bullying way. I said I wanted my money back. Again he became aggressive. I hung up. I saw that three times he tried to call back. I was not about to subject myself to that kind of pressure. I found another customer service number and called there. It was equally pressuring aggressive and continually talking over talking over talking over in a bully fashion. when I said I would report to the Better Business Bureau and to ********* customer service rep them said they could refund me $127, this is about a third of what they charged me. Because they had misrepresented that they were a Windows approved technician, which I interpreted as meaning a ********* approved technician, I believe I was cheated or scammed. ********* does not recognize this company as one to represent their programs and technology. I stupidly evaluating them in their customer survey in a positive way. Again I did this being under the spell so to speak of fear which they had generated and thought had served me well needing to be grateful for that. I have not received the refund to date. I was told the $127 refund would take 10 to 15 days for it to occur. I'm reporting this company because of the misrepresentation the aggressive style and not honoring their 30 day money back guarantee. I believe others should be warned of this company's practices and then I believe they are affiliated with another company that scams and causes fear by accessing computers with a hacker warning.This has caused a great deal of distress for me I am requesting a full refund.

Desired Settlement: I want a full refund. Because this company is part of a scam which is connected to a popup warning that my computer has been hacked and starts the ball rolling to obtain excessive cost. if there was a claim that they could provide this service or if I like I could call ********* then I would believe it was a competitive statement not a deceptive interaction. I have reported this company to ********* and they are investigating and will post an alert on their website.

Business Response: ”As per the desired settlement of the customer, a full refund of $427.05 has been processed with the transaction ID "****** and ******". It will take 5-7 business days to reflect the money in customer's account.
We wish if the customer would have allowed us to contact and clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.”We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.”

 
Regards,

YodaCare

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 your help with this matter. Impressively quick response to my concerns and satisfactory resolution of them.

Sincerely,

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



 

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/**/2015 I was on my computer when all of a sudden it froze and an alert was posted I had a virus on it and to call the number on the screen, I was so upset I called the number ###-###-#### that gave someone from TechMatrixInfoSolutions immediate access to my computer, he said he could help me. I thought this was from the security system I had on my computer. He started moving every thing around, eventually he said it would take longer than expected to be fixed and I would have to authorize a payment on my charge card. He flashed several options on the screen and I took one. After he took my information he said he had to transfer me to another technician to verify the information, while he continued to work on the problem. The new technician took over at one point I became concerned because he asked me what security I had on the computer. I said ******, he said this was no good, and when it came time to renew to call them and say I wasn't going to renew. This is when I became aware that I had been had and someone access to my computer that I didn't know. This was after I had already verified the information on my card and electronically signed the form. I tried several time calling ******** in the last few days and hung up after 15 minutes after listing to the message "You are next in line". Today I finally spoke with a representative at 1:57 p.m. The spelling of her name sounded like *****. The initial charge on my card was. $334.99. At first she said I couldn't receive any refund at all. Eventually she said she could refund $105.00 only. I feel I was taken in by not understanding problems with computers and the fact I am a senior citizen.I would like an additional refund of $129.99 which would cover the full amount. I did not initially call them, they invaded by computer. I contacted the store where I purchased the computer and they said they would help me with any future problems I had on the computer. They agreed I was taken, not a good feeling for someone my age.

Desired Settlement: Additional refund of $129.99 and no further contact from ******** or TechMatrixInfoSolutions.

Business Response: ”As per the desired settlement of the customer, a full refund of $334.99 has been processed with the refund confirmation #**********. It will take 5-7 business days to reflect the money in customer's account.
We wish if the customer would have allowed us to contact and clarify any doubts she may have on us being legitimate, as we are a legitimate company and we always aim to provide the best services to all our customers.”We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.”


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,

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



 

3/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 3/**/15 while on a respected web site a large pop up with identifying itself as ****** antivirus came up on our computer stating that we had been infected with serious virus spybot and another. It stated was quarrantined but we needed to call immediately number which was inside pop up with ****** antivirus name on it. My husband called assuming he was calling ****** antivirus. person who answered identified as microsoft.He was told firewall had crashed network. He allowed them to remotely access our computer. After a prolonged period of time he agreed to 3 yr plan. with ******** when our initial call was presumed to be to ****** antivirus. Website states money back guaranty.When I called stating we did not want a 450 dollar contract and that they had deceived us they stated there was no way I would get out of contract. Our actual ****** antivirus never alerted us to critical error therefore I believe that they lied regarding our firewall crashed and misrepresented themselves.

Desired Settlement: we do not want 3 yr contract with this company that is not trustworthywe would like refund by checkwe have changed our credit card at the suggestion of ****** antivirus

Business Response: As per the desired settlement of the customer, we have processed a full refund of $449.99 with the refund confirmation #**********. We regret if there was any inconvenience brought to the customer by ********. We would also like to take this as an opportunity to assure that we really work hard to resolve customers' issues and we always represent us as a third party independent technical support provider. We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us.


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,

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



 

3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This morning, I went on my computer and received a message that my computer internet service via **** ****** ***** was compromised and to call a ***** number immediately. There was also an audio message repeating the same command and my computer essentially was frozen -- couldn't open anything.The technician told me my computer was hacked. He said he was with a third party service provider for computer brand/operating software. I told him this happened before and he asked me why I didn't get the lifetime protection. I told him I did not know about it.He was insistent that the matter be addressed right away. I asked if I could call back later. I was going to be a late for a business meeting I had, which was true. His tone then became more aggressive with phrases like "listen to me." He also was speaking in a very fast pace, which to me, is what people do when they are running scams.Reluctantly, I gave my credit card information. Truthfully, I felt like my computer and I were being held hostage. At ***** **** once the process began, I was told to stand by for two minutes so I could respond to the technician. At that point I left home because I had to leave.I'm very concerned about this "lifetime" protection for my computer and allegedly our smartphones (our home is not Wi-Fi equipped).

Desired Settlement: I would like the BBB to investigate if **** **** is a legitimate company that does computer repairs from malware and other viruses. I'd also like for **** **** to contact me and provide more assurance that my information is safe, both on my computer and what I shared (credit card). If **** **** is not, I would like help in retrieving my money and I would like to pursue legal action. Thank you.

Business Response: As per the desired settlement, we talked to the customer on **** of February 2015 and have processed the complete refund of $169.99 on her account, the same day.

We have also sent her full refund confirmation email requesting to wait for 5-7 working days to see the money under her account. The customer has confirmed that she will close the case upon receiving the refund. We are still waiting to see her response towards the closure of this complaint.


Thanks and regards,

********

3/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On March*, 2015, I received a pop up message on my computer that I could not get out of. It stated that my computer was at severe risk for viruses and such. The message was worded in such a way that it seemed my Internet provider was recommending me to call the number. When I called, the person was very quick to persuade me that he needed to see the message. I was hesitant to let him have access to my computer but i finally agreed(regretfully).He proceeded to talk quickly and very technically about my computer and the potential problems. however, he had access to my computer and I believe he was manipulating settings to prove his point. He said he could fix the problem and that ******** could provide one year service for $260. I felt I had no choice since he had already accessed the computer and so I agreed. i was not sure what may have happened in my computer if I i did not agree? As soon as he started to work, I felt that I was misled. The phone cut out and he proceeded to use the chat. The process took almost an hour; a very unnerving hour for me as I felt the whole process of soliciting the business was very deceiving. When he said he was done, I continually asked about the legitimacy of their findings and of their business. He defended both counts but I made sure he knew I was questioning their motive and practice. I had also called my Internet provider who informed me of the many complaints they have received against this company. The following day I brought my computer to an IT professional who scanned it and said that he felt that nothing was wrong originally and questioned why ******** needed access to the computer instead of having me follow the directions and move things myself. I called the customer support center on March *, to complain about the deceptive techniques that ******** uses and I asked for a full refund. The woman said she would refund $170 but not the $89 diagnosis fee. I told her I felt that ******** hacked my system and then used scare tactics to solicit the business. I believe they like to prey on people who aren't as computer savvy as they. As of March *, I have not received the refund on my credit card. I asked how to remove the software that was supposedly installed and was told to just uninstall it. I am bringing it to an IT professional to do so since I do not trust this company. I want this company out of my computer and my life and I want my refund. Also, the number for techmatrix never has a person answer. You will always get a message. I find this very suspicious and this whole company suspicious. I feel that my privacy was violated.

Desired Settlement: I would like a refund. I would like to get my computer back to normal. I would like this company to stop contacting me. I do not want this company to have any access to my computer.

Business Response: As per the desired settlement, a full refund of $260.00 has been processed with the transaction ID "******". It will take 5-7 business days to reflect the money in customer's account.

We wish if the customer would have allowed us to contact and clarify any doubts he may have on us being legitimate, as we are a legitimate company and we aim to provide the best services to all our customers.


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,

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



 

3/11/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was pressured to buy into their service in order to fix my computer and keep it safe. Like others, who have complained, an alarm went off on my computer that directed me to call a number stating it was *********. I did so because I could not escape the message or exit the screen. The person who answered explained that my computer was at risk, along with all my personal information. He offered a solution, which I believed to be recommended by *********. I suggested several times my fear that it was a scam. I was told to look for ********* symbol on screen. I allowed this person and the company I was directed to, access to my computer. I was convinced to buy a security system, called **** ****, purchasing three years security and one year of service with a 30 day money back guarantee, which I now understand was for that specific service not for the year long technical support or the security system. I did agree to the payment and the service, I believed it was necessary to fix my computer. They removed my previous security system. I was lead to this company in an unfair or unreasonable manner. I called for a refund in the thirty days, and was denied because the service had been provided, and they acted like they did not know how I had come to be connected to them, nor were they concerned. I asked for the transcripts of the call and was told they could not because of confidentiality, however they continued to refer to it to prove their point. I am not technologically savvy and they used my fear and lack of information. I did check them out on the web while on the phone, to see if it was a scam, there were no news reports or warnings. I saw the "BBB" of better business bureau on their web site and thought they must be ok.

Desired Settlement: I would like my money refunded.

Business Response: Our customer service team has talked to the customer on **** of February 2015 in this regard. The customer has mentioned that she felt misguided initially, however, now she is convinced when we further discussed it.

We always represent our self as a third party independent technical support provider and we always clear this to every customer before registering with us. We request this complaint to be closed now.


Thanks,

YodaCare

2/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was working on my computer on Saturday, February *, 2015. Everything I was working on "left" and my screen was taken over with a note that my computer had been infected, and that I needed to contact a customer service number. I reluctantly did so, as I could not do anything else with my computer.I spoke with a person with an I***** accent (in the sales department??). After a bit, he transferred me to someone in their "service" department. He took control of my computer remotely, and he showed me sites that were false/infected. After I had agreed to their remote access and paid their fee, he spent about 45 minutes on my computer remotely "cleaning it up." On Monday morning, I tried to get into some of the websites that I needed for work and couldn't. I had my office Tech Department work on my system remotely, and he told me that I had been scammed, that there were complaints filed against this agency, and he worked on my computer for about a half hour fixing the things that this other person deleted or otherwise messed with.Using total fright about the insecurities and vulnerabilities about my new computer, I reluctantly agreed to and was charged $270 for a years' worth of "technical support." I realize that I "voluntarily" made this payment and agreed to the remote accesses. However, I also know that this was done by false pretenses and that I did not get the services I thought I was getting.

Desired Settlement: Because this was made using fright and under false pretenses, and because I did not get the services that I expected, I would like a refund of the $270 expended.

Business Response: Dear *** * *********,
We are writing you with reference to your recent letter of complaint with Better Business Bureau (BBB) with the complaint ID ********.
We were trying to reach you in this regard, however, since you are not available at this point of time, we would like to confirm that as per your desired settlement, as written in your complaint, we have processed a complete refund on your account with us for an amount of $269.99 with the Authorization code ******.
It will take a maximum of 7-10 business days within which you should expect the said amount to be credited to your account.
We regret to see you leaving but we have every desire to address your needs and provide you the best solution whenever you need any assistance in future.
Your Customer ID with us is ************* Anytime you want to check on your refund status, please call on our toll free number ###-###-#### from Monday to Friday, between 0900 – 1800 hrs (PST) and our customer service team would help you.
You can also write to us at **************************** *f you have any further concerns or if you want to share any kind of feedback.
With this confirmation towards a complete refund on your account, we look forward for your positive response, confirming the closure of this complaint.
 
Regards,
YodaCare Customer Service Team

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 have to say that I am totally surprised by this refund.  I received a call yesterday about 5:15 p.m. from a person with a heavy I***** accent from Yodacare.  He said that he wanted to see if everything was alright.  I said no and indicated my frustration at having to have another tech person undo the "help" that their tech person did.  He offered to "go in" and see if everything was OK.  I refused to give him remote access to my computer.  I asked for his name again, as I didn't get it the first time, and he hung up on me.

I'm glad that I got a full refund so quickly.

Sincerely,

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


 

2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was on my computer when a pop up appeared and a warning continuously shouting that my computer was in danger, immediately phone this number.It was an 877 number. I immediately called the phone number where theforeign man told me I was lucky and that he could diagnose the computer.At that time I assumed this person was a ******* technician. I was toldthat the computer network had been hacked and that it would cost me either$299 for 2 years or $499 for lifetime protection. I opted for the $499lifetime protection since it was a better deal. The technician took control of my computer and The pop up then vanished. The technician asked if the computer was working ok now. I said yes, that the pop up was gone (which was the only thing wrong with the computer). I then phoned *******, and the technician there told me that ******** was not authorized by ******* and that it sounded like a scam to them and that I should cancel the service. I called ******** to cancel the service and was told that since they fixed my computer and signed a form they emailed to me that they would not cancel the service. They claimed that I did phone them for service. They claimed they fixed my computer, when all that was wrong with it was the pop up with the 877 phone number to call which could not be taken off my computer. I was held hostage by the pop up and could not remove it, so had to call the 877 phone number.

Desired Settlement: I would like reimbursement of the $499.99 as I do not want the lifetime service. I feel that I was held hostage by the pop up and had to make the phone call in order to use the computer since it was frozen by the pop up.I only opted for the service as I thought I had no choice in the matter.They are really trying to scam the senior citizens.

Business Response:

Dear ****** * *********,

We are writing you with reference to your letter of complaint with Better Business Bureau (BBB) with the complaint ID ********, we extend our sincerest apologies if there was any inconvenience brought to you by ********. For sure, we always wanted you to have a happy experience with us.

We were trying to reach you in this regard, however, since you are not available at this point of time, we would like to confirm that as per your desired settlement, as written in your complaint, we have processed a complete refund on your account with us for an amount of $499.99 (USD) with the Transaction ID ********.

It will take 7-10 business days within which you should expect the said amount to be credited to your account.

We regret to see you leaving but we have every desire to address your needs and provide you the best solution whenever you need any assistance in future.

Your Customer ID with us is ************ . Anytime you want to check on your refund status, please call on our toll free number ###-###-#### from Monday to Friday, between 0900 – 1800 hrs (PST) and our customer service team would help you.

You can also write to us at **************************** if you have any further concerns or if you want to share any kind of feedback.

With this confirmation towards a complete refund on your account, we look forward for your positive response, confirming the closure of this complaint.
 

Regards,

******** Customer Service Team

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 as soon as I receive my refund on my credit card.

Sincerely,

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



 

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently had a pop-up window on my computer telling me there were problems with it and telling me I should call a certain number. I tried to cancel the window but it kept popping back up. I called the number, was told there were problems with my computer and it could crash if I didn't get things fixed. I was on the phone for almost an hour and my computer was being worked on for about 2 1/2 hours for a bill of over $200 Cdn. When I talked to someone who works with computers, I was told the work done was not necessary and that my anti-virus software was adequate and I did not need what they were telling me I did. I had the things that were added by the company removed by someone I trust. I feel I was taken advantage of and was under pressure to accept their services. When I asked for a refund, I was told they couldn't do that.

Desired Settlement: I would like a significant refund from the company.

Business Response: As per the desired settlement proposed by the customer, we have processed a complete refund under her account and we have also sent her the refund confirmation email as a response to the complaint letter received.

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,

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



 

12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a virus, maintenance product for a course of 1 year. They guaranteed they would protect my computer from any hacks or breaches of my firewalls. Just this past week I reached out to them to have them do a update to make sure my computer was safe. They told me no and tried to charge me 445.00 for another protection when my 1 year has not even expired & when I paid for the protection in the first place it was just 200.00. They said they would not fix my computer till I paid the additional 400.00. Not once before I've contacted them on 2 other occasions to ask the same thing & they told me I was safe. This time they told me it had been breached a while back. Also their customer service sucks, no one wanted to help me, the ******* or **** ********** was no help. They had said they would block all my phone numbers so I could not contact them as well as they would just cancel my contract before it's time. Because I was just wasting their time not getting the other product. I feel that they just scam people out of money with out really honoring there product. I do not trust them, for all I know they are the ones that infected my computer or if my computer is really infected like they stated. I don't want any one to go through what I had to go through with them. These people are not worth what I paid for at all nor do I trust them! AWFUL Customer Service!!!!!!!

Desired Settlement: I would just like them to honor our contract and fix my computer no charge at all, after that I would just cut my ties with them.

Business Response: Customer was contacted.  Voice mail was left asking him to contact us to discuss his service issue.

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:

 

Sorry for the late response I do not  get on my computer anymore do to this issue to check my emails. No my complaint has not been resolved. I have not heard from Tech Matrix regarding my issue, nor have I contacted them since the last time I spoke with them was such a painful headache. All I want them to do is fix my issue and be done with them. I do not care to do further business with them, because I do not trust them at all. 

 

Thank you,

 

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

###-###-####

 

 

 

 

 





 

Business Response: We have tried contacting the customer on both of his numbers i.e., on ###-###-#### and ###-###-####, however, the customer is not available. We even left voice mail, requesting the customer to call us back, however, we did not get any response.

Since, we have not been able to reach the customer, we sincerely request the customer to call us back on our toll free number  ###-###-#### or  ###-###-#### and provide his customer ID ************ to the representative, who will in turn check all the case status and will help the customer to resolve all his issues to the best of his satisfaction, The customer can even email us providing his any alternate number with suitable call back time to "****************************" and we will promptly revert.

We have every desire to help the customer, however, the only challenge we are facing is that we are unable to talk to him. Since this has been long pending, now, we humbly request the customer to give us an opportunity by getting in touch with us to resolve every single issues he may have and to close this in his interest.

Sincerely.

YodaCare Customer Service Team

11/25/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/**/2014 I had an alert on my computer that it had been hacked along with a message to contact **** **** to resolve the issue. I tried to exit this warning but was blocked (?) somehow from being able to do this. Not being computer literate, I contacted the number on the warning, thinking that this was a service associated with my new computer and the only way to fix this warning. It is a new purchase/system of which I had no personal data to speak of on the hard drive. I fell for the pitch that I had been hacked and my computer was going to "crash in 72 minutes" if I did not allow them to "fix" it at the cost of $299.99 (cheapest and one of 3 options offered to purchase). The salesperson was extremely persistent that my system was compromised. He was relentless and very high pressure using every scenario to divert me and get me to think this is the only solution. In looking over the dialogue, of which I obtained a copy, I was on the phone for 1 hr and 53 minutes, well beyond that 72 minute warning he showed me, of my system crashing. The length of the conversation should have been the red flag that this 72 minute crash time had passed however, I was distracted by the conversation with the sales person.. The call started with the sales person at 2:03 and ended at 3:56 when the tech came online. As a consumer I have to say it is very high pressure and they are quick to divert any challenges or a no answer from you. This they are very good at. On 10/**/2014 I called for the "Full Money Back Guarantee " request for refund that their policy states. That call took over 35 minutes to get an answer of whether or not they would give me a refund. I was told that any refund was "void" and therefore I was not entitled to any amount. When I mentioned the FTC however, he had a conference with his "superiors" and at the risk of losing his life (his words several times to me) he was going to break the rules and refund my all but $150 of which he said was for services to the technician. I challenged him on the "full" money back guarantee of which he said I would only get $149.99. He asked me if I was satisfied. I stated I would take this amount now but that I wanted the full refund due to the coercion and extreme pressure from the sales person to purchase the product. I feel that I should receive the full refund and notice should be taken of how they are high pressure and state every angle possible to instill the fear factor. They try to get very personal and state how they feel bonded with you in a personal, trusting and special way (terms used by them).

Desired Settlement: Full refund (not partial as they say they will do) and no contact by way of email, internet or calls. They say I will get the partial refund of $149.99 in 7-10 business days but that is yet to been seen since this compliant is written same day of request.

Business Response: Dear ***** ******,
 
This is in response to the complaint that we have received on behalf of ****** *********, we have every desire to help the customer and have processed refund of rest of $150 that should be processed within 5-7 business days from today.
 
Please find below a brief about the situation for your reference:

>Customer called us on **** of October 2014 as her computer was infected. She also shown interest to buy YodaShield Total Security for one year.
>Customer was offered support on a one time charge of $299.99 for fixing the current issues and provide support for the next one year, along with YodaShield Total Security activation for one year.
>Customer agreed to it and authorized the sales supervisor to process the charge of $299.99 Call was further transferred to our tech team who resolved the issue and the customer gave her permission to close the case as resolved.
>Next day our customer service team called the customer for the feedback. The customer confirmed the issue resolution and the charges.
>The customer then called us on **** of October 2014 and asked for a refund. Since we did help the customer to resolve the issue, the customer agreed to pay a partial amount of $150.
>Our customer service team processed the refund of $149.99 for which the customer agreed and that has already been processed.
>Since then the customer never called us for any  complaints or refund request. Now, the customer has straight away filed in a complaint. We don’t have any reason for dissatisfaction as we offer 30 days of money back guarantee.
>Since, this has now been brought to our notice that the customer wants rest of $150 to be refunded and the customer do not want to receive any communication in any form from us, we have processed the rest of $150 amount which should be processed within 5-7 business days.

We would like to assure you that the company aims to consistently deliver a professional service to our customers and we want to state that on this occasion also, the level of service the customer received was at par.
 
Please feel free to contact us with any further questions or concerns you may have.
 
 
Sincerely,
 

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

Email: ****************************
?

Consumer Response: Although I am accepting this response by the business, I have yet to receive the $150.00 as they indicate they will return within 5-7 day window. 

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,
****** *********



 

11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After purchasing a Logitec UE boom wireless speaker I was unable to connect to my Dell Laptop. I contacted Logitec, and after some analysis they gave the the following number ###-###-####. I was told by the person who answered it was Dell Technical support. I allowed the technician to begin a remote connect secession and he (****** *****)spent about 45 min. diagnosing my computer. I was offer a number of services but declined. I was directed by the technician to close the secession and he directed the cursor to where I needed to click to close the secession. I closed as directed. I did not realize this was not the only place to disconnect the remote secession. I ended the conversation with the technician and secession with him. A hour later my wife noticed that someone was working the cursor and going through our personal files. She ran to get me. At the time the person was opening photograhs of our 11 year old daughter. I immediately shut off the computer and called back. I was told not to worry. Upon my questioning I could get no feedback on what steps to follow. I have the remote secession window showing the connection was alive for an hour after we ended or secession. I have a screen shot of it as well if it is needed for proof ******** employee ****** ***** was still connected to my machine. I called back a second time to the ******** number offered on their website. ###-###-####. On this call I was told by the person answering that I don't need to worry. I asked for what the formal process is to confirm what had happened. He told me not to worry. He eventually told me this was my fault. That 2 to 3 times a year this happens and "so he went through your photos." On top of the issue of view pictures of my daughter I am very concerned with the personal financial information that he may have gotten off the computer. I have now closed all my accounts, placed fraud alerts and I am taking additional steps to protect our identities.

Desired Settlement: I want a formal follow up from ********. They have the conversations recorded and the secession to my computer. I want confirmation that they are following up with ****** ***** and confirming he did not take personal information off my computer.

Business Response: The customer was contacted and concerns were discussed.  We will be pulling the recorded conversation of the support session and review it.  This issue will be looked into for a satisfactory resolution with the customer.  

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 response explains they are still looking into the matter.

 

 

 

 

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


Sincerely,

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




 

Business Response: Our office does not understand why the customer is not returning our calls to resolve this issue.  Upon the original complaint we spoke directly to him on this issue.  We have emailed him and received response from him.  Message dated August *** from customer has ALL of our contact information.  The customer was contacted again, minutes to us responding to the last message from the BBB and we have not heard from him.  The customer was contacted again and a voice mail was left again.  We ask that the customer please contact us directly to resolve this matter.  

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 called twice on Friday 11/*/2014. I was in a meeting, no message was left after the first call so I didn't know who it was.  A message was left during the second call. I called back within 20 min and left a message to call me back and I have not heard anything. This is not my issue. It has taken months to get responses since this started. Saying that I have not responded is absurd.

**

 

 

 

 

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


Sincerely,

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




 

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last November, I paid for services from Yoda Care. Basically it was for Yoda Care to keep my computer running smoothly by removing virus problems and other computer issues. I noticed that they removed the virus protection system that I purchased with the computer when I bought the computer. In about 3 months, I was told I needed to pay a fee for protection. I commented that I already had. I was given a sales pitch that I needed to upgrade and add additional protection. Huh. I was led to believe the original set up would take care of my computer. Recently, I received a call insisting that I need to pay additional fees again. I kept saying it was not the day to deal with any discussion and I was pushed constantly into taking care of the discussion on a day that was not the best for me. I finally realized that what was happening, they were blocking many of the programs that I ordered when I bought the computer and was no longer getting access to many of my needed processes. I finally told them to cancel me, never to contact me by phone or by my computer. I took the computer to a local shop and had all thing of Yoda Care removed and hopefully blocked from accessing. I believe that Yoda Care should refund some of the two fees that they already charged me. I was supposed to have services through late 2016. That means over 2 years paid for services. They had have ample time to refund the money and haven't. They will probably say there was a number of days to file for a refund and I didn't. Lets just say I learned a very expensive lesson. I still believe I should receive some refund for "services" time not used. Main thing is I want others to be aware that this outfit keeps adding charges every 3 or 4 months.

Desired Settlement: I still believe Yoda Care should refund a major part of at least one of the two payments if not both. This would cover for time charged that I will not be using.

Business Response: Complaint has been received and is under review.  We are reaching out to client to discuss situation and come to a resolution.

Consumer Response: Better Business Bureau:
The business made contact this morning (Sept *), an offer to refund part of the bill has been made. I can not say things have been resolved satisfactory until I actually receive the check.
At least they have made contact and made an offer that is an attempt to resolve things.

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,

***** *****



 

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early 2014, we received a call from Yoda Care to inform us that our service contract had expired and offering us a renewal for 1 year at the price of $149.99 to which we agreed and authorized billing us for. This was to include their Yoda Shield Security Anti Virus software. On July **, 2015 we received a call from Yoda Care informing us our contract was expiring and that our computer was going to crash on July **, 2014 and we would become victims of identity theft if we did not promptly pay the company $599.99. We refused to pay this as we were under a service contract with their company to remotely fix our computer and provide protection. They informed us we had been hacked and told us we had been doing too much shopping on line and we were not covered. Upon further refusal to pay the $600 they wanted to fix this they dropped the price twice to a final price of $199.99. We continued to refuse and they asked what I was willing to pay to which I said nothing. They said we could pay 50% now and 50% later. They took control of my computer remotely and proceeded to try and show me all of the things that were wrong and they installed software on the system at that time. I told them I was not interested in their service because I was under contract and they were attempting to have me further pay for a product that I already had paid for and was under contract with until January 2015. The woman who called told me I had lied to them about what I had used the computer for and tried to tell me we had multiple computers on this account violating our service which is not true as I have one computer. They transferred me to a man who attempted to get me to pay the money as well. The phone number they called from was ************ which is a non valid phone number. They individuals I spoke with had an accent which I will assume was Indonesia or Philippines. Upon investigation I found that it appears the number is a call from Indonesia with a country code of 62 and local code of 5 which appears to match the person I spoke with. We believe our information with Yoda Care has been improperly handled and we feel unsafe continuing with them at this time as they repeatedly tried to get us to pay $600.00 additional and not honoring our contract. We feel it is likely an employee there is trying to get our credit card info to steal our identity or charge things to our card without our authorization. We have removed the Yoda Care software from our computer and want nothing more to do with this company after their failure to live up to their contract terms. Due to their failure and actions we feel it is within our right to cancel this and receive a refund of moneies paid.

Desired Settlement: It is our desire that Yoda Care refund us for the service contract they refuse to honor and remove us from their system and to not contact us further for any reason after this is resolved.

Business Response: The customer has been contacted.  Awaiting a call back to discuss the issue in detail.  Concern is being forward to upper management team for resolution.

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,

***** ******



 

7/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On May *, 2014 I was called by a representative of ******** saying that my files and network were in danger from outside hackers who were trying to access my computer and for $450.00 they would restore my damaged software and provide network security, tech support, and antivirus for 3 years. I was frightened so I agreed and about 2 weeks ago, I was woken up by a call from ******** claiming that there had been ongoing attacks on my external network and for $200, he could offer protection (which apparently was a discount because of my "valued and trusted customer" status). When I explained to him that I had recently paid for this coverage, he claimed that what I had paid did not cover external network attacks. That's when I finally realized something was off with this company. He said that they had been contacting many people about outside attacks, which seemed odd. He continued to insist that he had been calling me for the past 2 days, which was false. When I told him I didn't receive any calls from ********, his response was "do I need to show you my call logs?" I have my own call logs so I know the truth but nonetheless I thought this was very rude and I asked him, "If I this is as serious as you say it is and you couldn't get ahold of me over the phone, why wasn't I at least contacted by email?" He had no response. I was still upset that the was trying to charge me because I never received any written communication after paying the $450 saying anything about exactly what services I would receive in exchange for my payment. (there was an overview on notepad as they described the package but nothing separating external network support from internal. and no official document in detail was sent to me after payment.) I told him I did not have the money to pay for this service and he said I could make payments and that this was a critical service that needed to be done or my computer would be in great danger. I told him I wanted to think about it for a day first and he was pressuring me not to wait, saying anything could happen and that if I didn't do it at that moment, I would never call back. I brought it to his attention that he had just referred to me as a trusted customer and was willing to allow me to make payments, but he didn't trust me to call back which was incredibly strange and irritating. He replied saying "Oh, we trust you to make payments, but no one ever calls back." I found it interesting that he trusted me to give him my money if I agreed on the spot, but if I took the time to think it over first I would realize I shouldn’t. I told him I wanted to talk to my parents about it first and he said "there are some decisions you just have to make on your own." What company talks to customers like this? Especially if there's nothing to hide? When I insisted that I preferred to think about it and call back, he said there was no time and he would get a technician to start on the work right away and not to worry about payments yet. When I kept telling him NO, he continued to apply pressure and scare tactics, saying that if I didn't do it and anything bad happened to my computer I could not come to them for help and that if I refused this service he would close my account. That's when I recognized this as a scam. Extreme pressure and scare tactics used to try to get my money. Unfortunately it worked on me twice, I had a service from them the year before (they got me because they posed as tech support from another anti virus I was using) but I didn't really think to investigate it further until this last call. They used to be MyTechBay so I looked them up by that name to see other user's experiences and they were just like mine! I believe that is why they changed their name. I contacted a ********** at my local bank and explained my situation and she agreed that this company sounded suspicious. After my visit to the bank, I took my computer to a local computer expert who told examined my computer and found that there were in fact NO problems with my computer or my network. This concerns me greatly because I am now led to believe that I purchased my initial plan under false pretenses. It's been a little over 2 months since my May purchase but I honestly want nothing to do with this company anymore and I want a refund. I called customer service and the employee did nothing but apologize and ask that I continue my service with their company. I told him No Way. He transferred me to his supervisor who was a woman who was very condescending and tried to make it seem like my concerns were not valid. She told me that there was no way I'd be given any of my money back since it had been over a month and would not give me a number to any of her superiors. I am very unhappy with this company and I no longer want any part of it or this 3 year contract. I feel that I have been coerced into this plan and I want my money back and to revoke all access they have to me and my computer.

Desired Settlement: I want my money back and to revoke any access this company has to me or my computer

Business Response: The customer was contacted and a full refund will be issued to the customer.  We are taking steps internally to review our processes in hopes of eliminating the problem.  

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,

****** *****



 

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June **** 2014, I bought a 2 yr software security agreement for pc - purchased from a well known reputable company. During the installation process, I had given a tech remote control access to my pc. Things were going well until we were disconnected midway through the installation. The tech had uninstalled the free virus protection that was in my pc; then she turned my pc off prior to downloading the new software. At that point we lost contact. When I tried to find a phone# for the company I had been dealing with, I saw a website that I thought was the name of the reputable company I had been dealing with a few minutes earlier, but I was wrong! I ended up being connected with a company called Yoda Care in NY - was suspicious right away that I was not dealing with the same company but tech on the phone kept reassuring me that he could continue where I had left off , and install my new software. I made the mistake of giving him remote control access of my pc, and next thing I knew he was telling me that there were numerous problems with my drivers that had to be fixed before he could install the new software - at a cost of roughly $480!! (The 2 year plan that I had originally purchased from the reputable company was $89.98.) I told the Yoda Care tech that I was going to hang up and ask for advice elsewhere. He told me that my pc would crash if I hung up. I was so upset that I foolishly gave him my credit card info, so that he could fix my drivers. The end of this story is that I did hang up, then called my bank to put a stop on my credit card. Yoda Care had essentially hijacked my pc, pretended they were selling me the software I had originally purchased, and then they faked serious problems with the drivers of my pc, and tried to convince me that I had to spend $480 to fix it! I eventually reconnected with legit company and had correct software installed, but this was only after spending hours getting my pc back to its original state before Yoda Care hijacked it!

Desired Settlement: I'd like BBB to investigate Yoda Care. They claimed to be selling the legitimate software that I had originally purchased, but they were really trying to get me to buy their software instead. They hijacked my pc; created phony issues with drivers, and scared me into giving them my credit card info so that they could fix the fake problems! Really bad business!! I had to spend about 7 hours of my day fixing problems they created! They are operating a huge phishing scam!

Business Response: Customer was contacted.  A review of concerns shows confusion in product offerings from our company and the customers expectations. Issues were reviewed and concerns will be forwarded to upper management in order to avoid similar concerns in the future.   There was no charge to the customer.  An email will be sent to customer confirming resolution along with our regrets regarding their experience with our service.  Our goal is to meet our customers needs in a professional and nurturing manner.  

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:

An employee of Yoda Care did contact me on July **, 2014.  Although I gave the employee a detailed description of the earlier upsetting experience I had with his company, I still was not able to understand why the Yoda Care employee that I dealt with at an earlier date had passed himself off as someone from the reputable company that I thought I was originally dealing with that day.  I still maintain that I was scammed into giving my debit card information because the Yoda Care employee told me that I had a problem with my drivers and that I needed to pay approximately $480 to have him fix it.  When I said I was going to hang up, he said my pc would probably crash and it would cost even more to be fixed.  I did eventually hang up, and the employee got very annoyed with me, and told me never to waste his time again.  As it turned out, there was nothing wrong with my pc or my drivers, and when I eventually reconnected with the reputable company that I started with, the installation of the new software was taken care of quickly and efficiently - without any so called issues with my drivers!

When I spoke with the employee of Yoda Care on July ****, he asked me if any charges had been made to my card that I needed to be reimbursed for.  I told him "no" - that was not a problem, and there was nothing else that I needed him to do.  It's true that I didn't want or need him to do anything else, but I'm sure that the only reason he called me was to gloss over the terrible experience that I had with his company.  If I hadn't hung up on the day I had the problem with the Yoda Care technician, I think I would have been scammed out of almost $500.  What upsets me the most is that the tech kept telling me he was a representative of (AVG) - the reputable company I was dealing with before we got cut off. 

As far as Yoda Care is concerned, I told them that my complaint against them is closed - and that's fine with me.  I mainly want other people to be aware of what the company did to me.  It was an awful experience, and took up about six hours of my time on the day it happened.  I also want to say that under no circumstances do I want anyone from Yoda Care to contact me again.  They have taken up enough of my time. 

 

 

 

 

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


Sincerely,

******* ***




 

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an annual contract from Yodacare for tech support on my home laptop that was good from July 2013 to July 2014. I was called on May **, 2014 by Yodacare and told that my computer had a problem. I asked if my contract was still current from the previous year and I was told it would expire in 7 days. I was also told that as an existing customer that I could purchase another year's contract for "$400 that would include 2 computers for one year each / 1 year antivirus on both computers once bitdefender expires." They told me that they would fix the computer today and extend my contract with my permission. I shared with them that I did not have that much money at one time and could I make payments. They said yes and divided the payments into 3 payments: June ** for $150, July ** for $125 and Aug ** for $125. After the computer was fixed, the same problem surfaced 2 days later and I called Dell (where I bought my computer) and told them I was afraid it was the hardware. They checked the computer and performed the same actions as Yodacare did two days prior. Dell said it was the software and I watched both Yodacare and Dell fix the computer and did not notice any difference in what was done. After Dell fixed the computer, they informed me I had a year's contract on my computer. Since Yodacare's solution did not last more than 2 days, I e-mailed their customer service area and told them to cancel the new contract the next day May **, and not to debit my card and to remove all of my information from their records. I heard nothing from them, but I did receive at least 2 phone calls a day from them to see how the service went. The information they were seeking was in the e-mails that I sent them. I contacted their chat on June *** and told the representative about my frustration. After many entries in the chat, he told me that he was raising a refund request on my account, but that I would have to call and talk with customer service within the next 24 to 48 hours. I did. I told him that I preferred to use chat or e-mail because I could not understand their English due to the heavy accent. See attached synopsis of the chat: *** **** ***, 6/*/2014 07:05:00 pm Customer Service: ###-###-#### Email: **************************** contact us tomorrow 9 AM to 6 PM pst. Client Sun, 6/*/2014 07:06:15 pm Ok, do I need any information besides my customer or order ID *** **** Sun, 6/*/2014 07:06:22 pm I am raising a refund request on your account . Mention your customer ID and Name in your email. Client Sun, 6/*/2014 07:08:04 pm ok *** **** Sun, 6/*/2014 07:08:40 pm Is there any else i can assist you with ? I called the customer support number and it was tech support and I was transferred to another department. I talked with a girl and she explained that Yodacare had done network repair on my computer and that I had to pay for that. When I gave authorization for Yodacare to fix the computer, I understood it was under my old contract (July ** to Jun **) since there was still 7 days left. Today, she informed me that my contract did not include network repair. I was not told this prior to the repair and I do not feel that I should pay for the network repair since I was led to believe it was covered in the old contract. The new contract ($400) was irrelevant because I had not entered that contract and I wanted the new contract to cancel since I had a contract with Dell and they fixed the computer and never said a thing about it being a network issue. The ******* at Yodacare got on the phone and told me that I had to pay a one-time fee of $150 first, then he lowered it to $130 for the network repair. I told him that I did not feel I should pay for it since I was led to believe it was repaired under my old contract. And that if I had been told the repair was not covered in my contract, I would not have authorized it.

Desired Settlement: I have asked Yodacare to remove my name and all information on me from their records, Not to call me anymore and not to charge my credit card for any money. As of today, 06/**/2014 at 1920, there has been no charge to my account. I am asking that they NOT charge the card and leave me alone. Thank you very much.

Business Response: We are attempting to contact the customer at this very moment to resolve issue.  

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,

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


*** ******, Per our conversation on the phone, I understand the following:  

1) I will no longer be contacted by Yodacare for any reason,

2) I will not have to pay any money related to any request now or in the future,

3) My previous contract has now expired and there will be no further contract or cost in the future from Yodacare for anything, and

4) if my credit card was charged, the money will be immediately refunded.

I really appreciate your kindness and understanding of my issue. I will contact you if I have any further contact from Yodacare as we discussed.

Thank you so much!!

Blessings Always,

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





 


 

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was sold a security program, **** ******, on 12/**/2013 for $200 and was reassured that it would function on my computer as I had had problems with another security program. On 02/**/2014 I received a call from **** **** claiming that they had received alerts from my computer that something was malfunctioning. The technician took control of my computer and proceeded to show me that my computer had been hacked into starting 12/**/13 compromising files and turning off my security program, **** ******. At that time the technician claimed that I needed a Network Support Contract to fix this problem for $269.99. I realized at this time that **** ****** had been sold under false pretenses and that this company was willing to lie to me to sell me another contract not remembering that I had two contracts (Technical Support and **** ******) with them that should had made hacking very difficult to happen and that they needed to fix this problem without cost. First, I requested a refund for this service as the hacking had occurred due to **** ******'s ineffectiveness in guarding my computer from outside intruders for which they are giving me a total refund.It was also obvious that the claim that my network was bad was bogus. Secondly, I requested a full refund of $200 for **** ****** as it was totally ineffective as it was installed on the same day that the hacking began. **** **** claims that because 30 days has passed, they cannot refund the money. They also claim that there could have been a malfunction in my computer that did not allow the program to function properly. (Please note that the technician had reassured me twice at the time of installation that he had checked and everything was functioning well). I have also requested a partial refund for the $330 3 year Technical Support Contract as I terminated the contract as it had been started on 11/**/2013 and terminated on 02/**/2014.

Desired Settlement: Additional refund for **** ****** $200 and a partial refund of at least $200 for the Technical Support Contract.Also reassurance that **** **** will follow through with the $269.99 refund for the service on 02/**/14.

Business Response:

Please see below the refund issued to this customer.

 

Transaction ********** has been successfully ACCEPTED by the system. 


Below is a summary:

Transaction ID: **********
Payment Method: ********
Amount: USD (200.00)
Customer Name: ****** * ********

 

 

 

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

###-###-####

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On ** Dec '13 I recieved a call from Yodacare (former My Tech Bay) telling me that my computer was infected by malware and they could clean it up. While "cleaning it up" they said they could prevent this from happening again for 2 years for $300 for each of my two computers and that I could cancel the service within 30 and the charges would be refunded. I later discovered that the "cleanup" had caused some problems with Netscape and that they had deleted some important laser safety files that were not infected. I then realized that my service with My Tech Bay had not prevented the malware "infection". How did they know my computer was "infected" with malware without hacking my computer in the first place? I called Yodacare on ** Jan '14 and cancelled the service and asked for a refund of the $600 charged to my credit card. After several emails asking for confirmation of cancellation of service, Yodacare called and said they would only refund part of the credit card charges because their technician had performed work on my computers. However, the work he performed was already coverd by my contract with My Tech Bay which is good till * April '14. Today I received a notice that Yodacare was only going to refund $300 with no explanation of how they arrived at that amount.

Desired Settlement: I want a full refund of the $600.00 that Yodacare charged to my credit card.

Business Response:

Response to query:

 

Account ID: *************Customer Name: *********************   Customer Email: ******************

Sale Date:  April **, 2012                               Subscription Purchased: Gold plus Plan                                 Amount Charged: $200 

Sale Date: December **, 2013                    Subscription Purchased: Advantage                        Amount Charged: $600 

 

 

Ø  Customer called in on April **, 2012 as he was facing an issue with his security software. We offered resolution along with two years of software technical support on a onetime charge of $200. Customer agreed and authorized the payment. The call was then transferred to the tech team and the tech team resolved the issue.

Ø  We then called the customer on December **, 2013 for a regular PC check up and found that the customer’s computer was infected. Apart from the registered computer, customer had another laptop which was also infected. We offered resolution on the second computer along with two years of support and extension of two years of support on the existing computer on a onetime charge of $600.

Ø  The customer agreed and authorized the payment. The call was then transferred to tech team for further troubleshooting. The tech team resolved the issue and the customer confirmed the issue resolution.

Ø  Next day, our customer service team called the customer for the feedback. The customer again confirmed the issue resolution and authorized the charge.

Ø  The customer then called us on January **, 2014 and asked for a complete refund of $600. According to the customer, one of the messaging software was removed from his computer while the troubleshooting was performed by our technician. We arranged a call back from our customer service the very next day. Meanwhile, we did not find any such thing over the complete troubleshooting.

Ø  Next day our customer service team called the customer and tried retaining the customer as we did resolve the issues on both of his computers.

Ø  The customer was adamant but agreed to pay a partial amount of $150 for each computer as the technicians worked on the computers and have resolved the issues.

Ø  We then raised a partial refund of $300 on customer’s account with customer’s consent which is already processed now.

Ø  We do not have any reason for dissatisfaction or dispute as customer never called us after this. The customer must have called us if he was looking for a complete refund.


 

 

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

  

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Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# 9891816, and have determined that my complaint has NOT been resolved because:

They did NOT respond. I want a full refund.

I have an existing contract with MyTechBay/YodaCare that expires on 7 April ’14. On ** Dec ’13, I received a phone call from them telling me that my computer was infected with malware. I was eating breakfast at the time and asked them how they knew. They told me to log on to my computer and they would show me. I logged on and they showed me several “unauthorized logins” to my computer that they claimed could be used to steal my passwords. I agreed to let the technician clean up the malware on my computer and on my wife’s laptop (which was stored and had not been turned on for the previous 6 months). They said they would protect both computers for 2 years for $300 each with the understanding that I could cancel the service within 30 days for a full refund.  I agreed and they charged it to my VISA card. The “cleanup” took about 2 hours.  They called back the next day and I told them that my computer was working normally except that NetScape was running slow.  Several days later I discovered that several important laser safety emails and files were missing. The emails and files had been scanned by Kaspersky and were NOT infected.  I had to contact several of my associates to have the files retransmitted to me.

I decided to cancel the contract with YodaCare and did so within the 30 day window.  They argued with me but eventually agreed to cancel the contract.  However they refused to refund the full $600. They said the technician should be paid for his work.   I agreed that he should be paid but that I wanted to see how they determined the refund.  They decided to only refund $300 of the $600.  At this time it occurred to me that the work performed by the technician on 19 Dec was covered by the existing contract which expires on **April ’14.

Contrary to ********’s statement, I DID protest his partial refund via email dated 19 Jan ’14 (attached YodaCare.jpg).

I want a full refund.  My VISA credit card used for the original service charge was stolen in the Target database hack in Dec ’13.  When fraudulent charges were made in Feb ’14 that card was canceled.  I will supply a valid VISA card# for the remaining $300 refund.


 

 

 

 

 


Sincerely,

***********




 

Business Response:

Please note we have refunded the balance of $300 to the customer today please note the transaction detail below

 

transaction id# ***

refund cc ac#    **

refund amt.       $300

date of refund   April **2014

customer name  ********

 

Please let me know if I can provide any additional information. thanks

 

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

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,

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