This business is not BBB accredited.

Tech Matrix Infosolutions Inc

Phone: (631) 757-7800 535 Broadhollow Road, Suite B7, Melville, NY 11747 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.

This firm has misrepresented itself as a BBB Accredited Business on its Web site at http://www.yodashieldprotection.com/.  On July 16, 2015, the BBB requested that this firm cease and desist all unauthorized use of the BBB name and logo on its website. THIS FIRM IS NOT CURRENTLY A BBB ACCREDITED BUSINESS with the Better Business Bureau Serving Metropolitan New York, the service area in which it is headquartered. As of August 04, 2015, the business has responded and the case has been closed as modified. 


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:

  • 159 complaint(s) filed against business
  • Failure to respond to 32 complaint(s) filed against business
  • 2 complaint(s) filed against business that were not resolved

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

  • Length of time business has been operating


Customer Complaints Summary Read complaint details

159 complaints closed with BBB in last 3 years | 96 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 42
Billing/Collection Issues 44
Delivery Issues 1
Guarantee/Warranty Issues 3
Problems with Product/Service 69
Total Closed Complaints 159

Customer Reviews Summary Read customer reviews

22 Customer Reviews on Tech Matrix Infosolutions Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 22
Total Customer Reviews 22

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
DigiSupportPros Tech Matrix Yoda Care

Customer Review Rating plus BBB Rating Summary

Tech Matrix Infosolutions Inc has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    535 Broadhollow Road, Suite B7

    Melville, NY 11747

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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)

7/28/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service
7/9/2016 Billing/Collection Issues
6/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Like the other complaints, I got a red screen saying my computer was going to crash if I shut it down. I called the number given at ###-###-#### and spoke with ******** ****. He convinced me that my computer has been hacked into and I needed to let him get on it to protect my computer. He had told me that if I wasn't happy with their service within 30 days, I would get a full 100% refund. Like a dummy I believed him, gave him my credit card number and let him via internet on my computer. After 2.5 hours of him on my computer he told me my computer was totally protected. Now I have more pop ups than ever before, my computer runs real slow and it will freeze for no reason. Something it has never done before. I called Tech Matrix 28 days after they so called protected my computer and I was told my refund would be credited to ****** **** with 48 hours. I checked after 48 hours and nothing was refunded. So I called again. Amit told me they are having trouble on their end processing the request and the refund will be processed within 2 days. That never happened. I called again and he told me it would be refunded in 4 days. Still nothing. Now every time I call them I get different excuse why they can't refund my money. I have called Tech Matrix approximately 10 times and I still do not have a refund for my purchase. I told Amit I was reporting them to the BBB and he tried convincing me that I did not have a case. Can you please help me with my problem?

Desired Settlement: I would like my money refunded, all my credit card information removed from Tech Matrix and all these pop ups to go away.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

6/6/2016 Problems with Product/Service
5/24/2016 Problems with Product/Service
5/16/2016 Billing/Collection Issues
5/15/2016 Billing/Collection Issues
5/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was scammed by Tech Matrix solutions on Dec. *** of last year

Desired Settlement: I would like to have the charges to my credit card dropped.

Consumer Response:

On Dec. ***, 2015 , I was on my computer. My screen went blank then 0's and 1's started rolling across the screen. A message popped up and said my computer was infected and to call this number for Microsoft technicians. I tried to turn off my computer and could not. I panicked and called the number listed.

The next day, I received a call from the technician who demanded an additional $ 500 to be sent to him in New Delhi India. I then realized I had been scammed. I called the **** company and started a  dispute  claim which is still ongoing. Attempts to resolve the situation have been rejected by Tech Matrix Solutions.

Consumer Response:

At this time, I have been contacted directly by Tech Matrix Infosolutions Inc regarding complaint ID ********, however my complaint has NOT been resolved because:

I haven't heard from them. I assume they are too busy ripping off people.

 

 

 

 

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

Sincerely,

***** *****

5/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to one year of service after experiencing an issue with my laptop. I gave them remote access to my computer and they diagnosed my computer with a "worm". They told me not to worry and they would resolve my problem. I continued to experience issues of the same nature with my computer. I called 4 times to have them fix it. After the *** attempt I told them I was not satisfied with their services and I wanted a full refund. They said I would get it within 7-10 "working" days. It has been almost a month and I still have not received my money back.

Desired Settlement: I would like for this company to be investigated to find authenticity of their services. I suspect they are not providing services that they claim they provide.

4/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was online on evening and I got a pop up on my computer. It was different than others that I have gotten and it did not allow me to close it out or turn off my computer. As I had just finished an important work report, I called the number listed. I was told that the computer had a virus and that I shouldnt turn off the computer or I would lose everything. I got sucked in and allowed access to my computer. I dealt with a nasty tech who was very condescending to me. He explained that I would have to pay to have the an antivirus installed for 368.00. I argued back and forth that I have an antivirus program installed but he talked around me and I agreed to put it on my charge charge card. Thinking that was the end of it. The next day I got a call saying it was urgent that I get back to my computer that the virus had struck again. I was out and I said that I would be home at 230. At 231 I received a call to go log in to my computer and that they would fix it. I was told that they would refund my original money and that I needed to upgrade to a stronger anti virus. This would be 499.00! I argued that I don't have that kind of money and they brought it down to the original 368.00. I was to go to Walmart and send a money order to Janet J****** at a New Delhi address. I asked what kind of company is this? The 'Manager' explained that he was trying to save me the tax money by sending the money order to a person instead of a business. I knew this was a scam and I said I would send it within the hour. I then cancelled my charge card and an hour later I received a call that I did not answer. The same number proceeded to call my home number and my cell phone incessantly for the next few hours. When I received my bill the next month, of course the credit was not there! I have called them and left messages threatening to call the BBB but no response.

Desired Settlement: I would like companies like this to stop preying on others. I would like my refund and to be done with this.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, I don't know the address of the company that scammed me. They said they were Tech Matrix Info Solutions, but gave me no address. Also, I don't know if Customer Services Issues is the correct category of this complaint, but I did not see "Stealing and Scamming" as a topic. On 2/**/16,I had a sudden message come onto to my computer saying my personal and financial information was at risk, not to close my computer, but to call the number on my screen. It scared me and I never even thought it would be a thief doing such a thing. So, I let them remotely access my computer, after which they told me 96 drivers had stopped and would cost $2.39 each to fix. Also, I had infections, spyware and malware and 50 something temporary files that needed to be removed. Total cost would be $480.00 and they requested a check number,etc. which I gave them. While they were working, my daughter happened to call me and I told her about this. She looked them up and found they had many complaints against them. I asked them (in the chat block) if this was a scam. Of course, they denied it, but pretty quickly finished up their work. I have called them two times and told them I knew they had lied and both times they did not deny it was a scam and said I would get my money back. I asked the bank to put a hold on the check and am having to pay a $36.00 fee for that. This morning, the $480.00 check shows up on my bank account, WITH A DIFFERENT CHECK NUMBER THAN THE ONE I GAVE THEM BY PHONE! I am trying to contact my bank to see it there is anything they can do. Then, I will try to contact the thieves again.

Desired Settlement: Of course I want my $480.00 back plus the $36.00 fee for stop check (which did not work, I guess because they put a different check number than the one I gave them). I would like to know some way to stop them from doing this to other people and make them pay for their crimes. Thanks ***

Consumer Response:

At this time, I have been contacted directly by Tech Matrix Infosolutions Inc regarding complaint ID ********, however my complaint has NOT been resolved because:

[Your Answer Here]  Actually they have not contacted me, but I have called them 3 times.  They say the money has been sent to my bank, but it has not shown up on my bank account.  They tell me to wait 10 days each time.  Once, they said it was a "glitch" but it has been fixed.  The last time I talked to them, they said the money will be in my account on 3/**/16.  

I really don't think they intend to return the money..

 

Any help you can give will be greatly appreciated.

 

Thanks

***

 

 

 

 

 

 

 

 

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

Sincerely,

*** ********

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While on the computer a blue pop-up message came on saying I had a virus and I need to call the number on the screen immediately. I couldn't shut off the message so I called the number. They said I had a serious virus and they could remove it for $399.99. They said this would take care of the problems so I said okay and paid the money. The next morning I received another message saying I had a different kind of Worm and it would cost $730.00 for a lifetime fix. They said this was the higher level of security and I would receive no more requests for money and it would handle any and all problems in the future. I wired them the $730 via *********. 2 hours later they called and said the security they were trying to install kept 'bouncing back' and they needed another $600.00 in cash. I complained and they said if I sent them the $600.00 they'd send me a cash refund of $1100 within 1/2 hour and to stay at the ********* store. I sent the money and quickly received a phone call saying there was some problem in the Billing Dept and they'd call me back the next morning. I didn't receive the $1,100.00 refund. When they called the next morning they said it was Sunday, 1 ** 16, and all the departments were closed and they'd call me this morning, January **, 2016. They called this morning and said they needed another $900 cash to fix the problem and then they'd send me a total refund of $2,629.99. I said I had fulfilled my obligations with the $600.00 and wasn't going to send them any more money. I didn't trust their word. They refused to finish the work until I sent them the extra money. I asked for the refund and to fix the problem. That's how the conversation ended.

Desired Settlement: I receive $399.99+730+600= $1,729.99 refund and they leave my computer alone and not to call me anymore.

Consumer Response:

At this time, I have been contacted directly by Tech Matrix Infosolutions Inc regarding complaint ID ********, however my complaint has NOT been resolved because:

The company called our house yesterday evening and offered to wire us $600.00  My wife said we lost $1,400.00 and the person said "oh yes, there's another $730.00 we owe you.  My wife wanted him to talk with me because she didn't know anything about wiring money.  She asked him to call me at work and then call her back in 1/2 an hour to let her know what happened.  He said he would make those calls but he didn't.  He also told my wife he'd call me at 8:00 AM this morning at our house.  He hasn't called all day.

He wouldn't leave a phone number with my wife.  This is where things sit as of 5:40 PM 2/**/16.  Your AnsThewer Here]

 

 

 

 

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

Sincerely,

***** ******

3/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had the same problem as others, claiming my computer has been infected, fell for the scam and spent 422.98 on it. Called to get refund ( credit card), still waiting, my computer is now acting up and doing the same thing. Call this number,infected, blah,blah. I want full refund, not 69.99 less foe diagnostic fee, and all programs removed that they installed, no access to y computer's information.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

3/19/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Nov. **, 2015, I believe that this company created a problem with my computer so that they could "fix it" and hook me into a contract for on-line technical service. Since they required immediate payment, I charged their services to my credit card. I had to eventually take my computer to a reputable firm to get it fixed. Contacted company twice by mail. Reminded them of their customer satisfaction clause, and notified them I would not accept any more calls from them. First letter dated December **, 2015 (within 30 day credit card guidelines). Second letter dated January **, 2016. Neither letter has gotten me a response, much less a solution. I have contacted credit card customer services about this matter and am following their suggestion in placing this complaint. They also recommend a letter of cancellation so that the services cannot be automatically renewed.

Desired Settlement: As requested in my letters, to the company, I want a full refund of my money. Will accept a refund of $200.00. Their services are quite unsatisfactory. I wish to have no other contact with this company. If this company is not already on your scamming radar, I believe you should investigate it.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

2/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: was contacted online that my information was in jeopardy of being available to unwanted sources and I needed to secure and they had way to keep pop ups until I went to there site and then convinced me best interest to use there service and I agree and long as I could cancel and they agree, right away I was unable to get on many site due to there sensorship ideas and I gave several chances to fix, was no luck canceled service and they agreed and said it would be done, after week, nothing so company then said they would send and check to my address, waited nothing, then contacted again and rep. says there was a problem with refunding services they use, and they will contact me when done, this has been over 2 months and so many lies and $269.00 lost, more then pissed off..can't trust anyone it seems

Desired Settlement: refund money they agree to in writing I have spent for trouble service $269.00, its going to cost me 150 more to remove crap they have put on computer also...using local computer store

2/25/2016 Problems with Product/Service
2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an initial payment of $156.99 with ******** ******* credit card on **NOV-2015 for computer virus clean-up, but I was dis-satisfied with their service and so I asked for a refund on **NOV-2015 and I received an e-mail on that same day stating the refund amount of $93.99 will be credited to my **** account but I have since made a total of 6 calls including this morning at 9:30am EST on **JAN-2016. Please help me to retrieve my $93.99 refund, Tech Matrix is always giving me excuse, making up and telling me a story and I am exhausted of doing this by myself.

Desired Settlement: My total Refund of $93.99

2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was pressured/scammed into purchasing this online security help when my computer had a pop-up to call this number. So I called it and the company Digisupportpros said they could fix my computer but I had to pay this fee of $269.99 for a one year subscription. Thought I had no choice so I did it because my children do school online I need the computer fixed. Thought it was cool that they were able to log onto my computer remotely and fixed it. Well 11 days later the same screen popped up on my computer so I called the company and they logged onto my computer and fixed the problem. So now I feel great got a good company keeping my computer good. Then I started to investigate and realized per Microsoft that the screen that popped up stating I had viruses was a scam to get customers to call and pay crazy amounts of money to log on and fix computer. So know I realized I had been scammed, and instead of crying scammed I just called and asked for my refund back, because it was within the 30 days I purchased it. On 11/**/15 a Shubinder L**** tyold me because I called on the **** to get the computer fixed again they had to charge me a one-time fee of $69.99 and a partial refund of $200.00 would be given with in 7-10 business days. I had no choice but to accept the fee charge of $69.99 and just settle with the $200.00 refund. Basically she said either I accept the fee or they can't process my refund. So I patiently waited the 7-10m business days like Ms. L**** said even though their website refund policy is with 5 business days. On the 10th business day I calle4d and spoke to a Jack Samte. Mr. Samte stated that I would have to wait another 2-3 business days, that made me Mad. Not only are they advertising falsely but they are not honoring the agreement. I asked to speak with his supervisor, but he stated the supervisor was busy with other customers and that now I will have to wait another 7 to 10 business days. Please help me!

Desired Settlement: I would like to have my whole refund of $269.99.

Business Response:

Dear *******,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check #**** in the amount of $269.99 and will be mailed to you via certified mail. Regards, Sophie. 

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 told it would be refunded on my card.  On Monday ****, the company said I will have my refund within 2-3 business days. I called on ***** because my refund was not there, finally, the billing department said it will be on my card 2-3 business days.  On ***** I called again and this time they said it will be on my card within 72 hours.  So today ***** I called and of course I got the same I'm sorrys and that because they are an international business it takes awhile to process the refunds.  I have been lied to since I first requested my refund.  I do not believe this company has sent any check through certified mail.  I want my refund deposited on my card immediately.

 

 

 

 

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


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




 

Consumer Response: No I have NOT received my refund yet.  It has been 64 days since I requested my refund from this company.  I originally requested the refund on 11/**/15, within the company's 30 day refund policy.  As of 1/**/16, no refund has been given.  I am very upset with this company, they have been lying to me since 11/**/15. 

Consumer Response: Better Business Bureau:

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

Sincerely,

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

2/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Oct **,2015 I got the same blue virus screen with a pop up number to call, which I did, like the rest of the complaints against this company, so no need to repeat the scenario. On the same day I called Tech Matrix and told them I had contacted Microsoft and had them remove their anti virus program and to be sure that Tech Matrix hadn’t done anything to my computer that would harm me going forward. TECH Matrix sent me an email the next day Oct ** saying that “** ***** **** ** ****** *** **** * **** ****** ** ******* *** **** ********* ** *** **** *** **** **** ** ** ****** ****** **** *** **** **** **** ******** **** *** *** ******. After 21 days and 5 calls and no refund I resorted to a dispute with my credit card company. Again, long story short, their company disputed my dispute. I called Tech Matrix to discuss this with them and was told that they could not discuss it as it was now between the credit card companies. The person I spoke with, Robert said that I shouldn’t have disputed the charge and just waited for them to refund the money to me. I spoke with my credit card company and told them to cancel my dispute. I contacted Tech Matrix again today and told them I removed the dispute but their response was that they still couldn’t refund my money and my account was active, which is a contradiction to their statement above saying my account was closed. I pointed out to them that they should read their own emails. I'm at my wits end with them.

Desired Settlement: I am requesting a refund by check for the $314.49 that I was promised in their email of October **, 2015.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

2/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While using my computer a blue screen came up indicating there was a severe problem and to call the number on the screen. I was unable to use any programs on my computer so I had to call the number. In order for them to fix the problem they wanted $242.99 for a 1 year service contract before they would fix it. I felt I had no other choice so I gave them my credit card. They fixed the problem but 2 days later I was once again unable to connect to my wireless. I called them again and after 5 hours the problem is still not resolved. In the course of troubleshooting my wireless problem the technician changed the wireless name. I have a cisco router and the technician changed the wireless name in an effort to solve the problem. In doing so the wireless can no longer be access from a visiting friend's computer. I determined that the technician did not change the wireless name to my original wireless name. In an event to solve this problem I called them again. I even talked to a supervisor and they insisted that the technician did not make the changes to my wireless even when I showed them the changes on my screen. They told me that I should call the cisco group to determine the wireless names. I would like them to cancel my one year subscription and I would like to be refunded the full amount.

Desired Settlement: I would like them to cancel my one year subscription and I would like to be refunded the full amount.

2/14/2016 Problems with Product/Service
2/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was promised a partial refund of $110 via an email on Oct. *, 2015 (This is in response to your request for refund on your account with us; we would like to inform you that a partial refund of $110 has been processed on your account and your account is no longer active with us. It will take 7-10 business days within which you should expect the said amount to be credited to your account. We have every desire to address your needs and provide you the best solution available at the earliest. Your feedback is important to us as it will further help us evaluate how we can become better at what we do and prevent this to happen in future again and serve you better. You may call us on ###-###-#### to check your refund status (Open 9 AM - 6 PM PST) You can also write to us at *******************************************) I called at least 3 times after not receiving the refund and responded to the email several times also. Each time I called I was told that the refund was being processed, but I never received it.

Desired Settlement: The refund of $110 to my credit card account as promised.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

2/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: was not clear what his company was until end of conversation. representative did not speak clear English had to keep asking him to repeat. understood would supply security and support. charge 119.99. never understood what had been done on Friday night jan*,2016. Saturday called to set up computer. once again could not understand what he was telling me. finally told him to cancel service. I could not do what he wanted and it was a waste of my money. told him to credit my account. he kept saying he would make me. each time I could not understand. I kept telling him cancel account refund money. he hung up called back numerous times. I refused to answer. reps need better training in speaking English. when told to cancel service and refund money do so when customer has legitimate reason.

Desired Settlement: cancel service with this company tech matrix and refund my money, 119.99 immediately

2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October **, 2015 my computer locked up stating there is a virus on. It would not allow my husband to do anything but to call the number. They told him there was a virus and they needed to put something on the computer. to clean it up. He proceeded to give them his debit card number. At the end there was a section where it wanted him to type in his name to give consent for this. I realized what he was doing and told him to stop. He never signed his name. I called the company and cancelled the service. I received an email stating I would be refunded completely within 10 business days. We never received the money. I even called back a few weeks later when the money never was refunded. They stated the bank was blocking the money. I notified my bank and they said that the money was not blocked and could easily be refunded. Currently, the bank states that it is past the 90 days and that the paperwork states that the business does not have to refund us. In the paperwork, there is however a line that states they offer a money back guarantee I must call to obtain a refund, less $69.99 non-refundable diagnostic fee. The company still will not give the money back. I am upset because I was told I could get a refund. I talked to my bank after the problem, to protect our account. The business is now telling me because I talked to my bank, they cannot give me the refund. They did give the bank a copy of the typed conversation between my husband and the employee. They failed to provide the typed information where they were telling my husband to type his name to give consent to the transaction.

Desired Settlement: I would like the full refund of $275.98.

2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an E-Mail saying that I had a virus on my Mac-Pro. I responded back and was told if I did not get protection my computer was going to be hacked or already been hacked . I told my son who is an ***** employee and he told me I did not need Tech Matrix services so I called the next day to cancel any product or service they tried to sell me . They said it would be cancelled . Yesterday I received my **** statement and they billed me $313.49.

Desired Settlement: Refund my $313.49 that was billed on my **** on Dec. * 2015 .

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my complaint is that I found out that I was scam out of 159.99 for services on my computer.my computer was so slow with their service,they claim they fix things and it was not fix. I called to ask for a refund and they hung up on me.I'm hoping you can help me get my money back from them,and they also claim that my services has expired.any help will be very helpful.thanks *******

Desired Settlement: refund of money

Consumer Response: Better Business Bureau:

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

Sincerely,

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

1/22/2016 Advertising/Sales Issues
1/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: First they took over my computer and said I had a virus. I purchased an agreement to fix the problem. I was charged $202.49. They said the product had a 30 day money back guarantee. I have tried to get my money back since 11/*/15. The amount that I should be refunded is $132.50. I have called 6 times and have received no refund.

Desired Settlement: I would like the $132.50 that I am to be refunded to be credited to my credit card.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ****

1/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried to get my refund several times (a dozen times) and they keep telling me that I will have my refund in 2 days. Well this has been going on since OCT. 2015. I called them the last time on DEC.** 2015. And I still got the same old promise of 2 days. I have even agreed to a lesser amount, and I still cant get it. The amount of the refund is $224.99.

Desired Settlement: To get the refund that I have been promised since OCT.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

1/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I got the ********* pop-up on my computer to call the number ###-###-#### and so I did. They told me that I had over 79,000 critical issues on my computer and that my passwords and personal information was being hacked. They accessed my computer with my permission and I proceeded to let them work on it. Then, he told me at the end that I would be charged. I could either pay $200 to "get the problem solved" and "install a great security system," or I could pay around $60 for the diagnostics fee that I was unaware of. At first I was just going to pay the fee, but then decided to get the whole thing since I was already paying them. After being on the phone for 1 1/2 hours, and having my computer control being taken for about 2 hours, I checked out the website which says FREE consultation, which I did not receive. Then I realized that nothing about my computer has changed, and they installed crap that won't do anything for me. I was also charged more than I was told on the phone. I am getting more pop-ups on my computer and I was never confirmed that the remote access to my computer was ended, so I am scared they are still looking at my computer and doing things on it.

Desired Settlement: I want all my money back (at least $215.49), all remote access to my computer terminated, and all of my credit card information deleted from their systems.

Consumer Response: Better Business Bureau:

I have not gotten a reply to my complaint ID ********, but I have personally resolved the issue. I no longer need contact from the business. Thank you. 

Sincerely,

**** *******



 

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband thought that this was a legit company to help him fix my laptop. Unfortunately for him he paid for them to access my laptop to fix it that one time. He did not authorize them to take multiple payments out. All in all my bank account was overdrawn by them Im out well over $200. Im the one who actually fixed the computer, after they went in and "fixed it" to their standards. Did not know they installed their virus on my laptop until I went online looking for a number to call them and demand a refund.

Desired Settlement: I would like for this company to be completely out of business, a full refund of all monies that I am out because of this and for them not to even be able to go under a new name. They should be thrown under the jail for what they are doing. Nothing but scamming people who don't know any better.

Consumer Response: Better Business Bureau:

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

Sincerely,

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

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was looking for a website online and I must have clicked an inappropriate link because I got this pop-up and my screen was locked with an emergency message and alarm indicating that my computer had been infected by a virus and to contact a Microsoft support number. So I foolishly contacted the number, got a representative, I explained the situation and then I foolishly gave him access to my computer remotely. He did a bunch of things in the background, allegedly ran a scan of some sort and it ran for a minute or two filling my screen with a big trail of this scan being done. At the bottom of the scan it said something like the KoobFace virus (infection?) had infected the computer at an 86% level.He then told me they could definitely fix the problem but itd cost $99.99 for a level-3 technician. I foolishly gave him Discover CC info. Then he sent me to another representative and that person said I needed to buy protective agreement of some sort for another $99.99. Then to a 3rd person where I turned down an extended agreement. Finally to a 4th person who was the technician who took over the computer again and did a bunch of computer goobly-gook to remove the pop-up and correct the problem. When I asked this Level 3 Technician, he knew nothing of the Koobface virus which had allegedly initially infected the computer. Total charge $207.98.After finally shutting down the computer I got backbone and researched on the internet and found multiple reports of internet scams involving this activity as a scam trick of getting access to your computer and running fake scans to illustrate that the computer was infected. Both the company, DigiSupportPros and Koobface showed up as a scam ploy to infect computers to scam people out of money.While I am pretty open-minded, all representatives I talked to had a heavy ****** ****** accent. This link is almost exactly what happened to me: *********************************************************************************

Desired Settlement: I will work through DISCOVER to cancel the payment. If not, I will contact the company to complain, and ask for a refund. I have changed passwords on my computer and will get the computer cleaned up.They (twice) failed to send me a transcript of our exchange, which they promised.I believe this to be a scam, with a supposed valid website calling ********* ** as place of business. I would expect the BBB would put an alert out about this company and activity.

Business Response:

Dear *******, 

thank you for writing me. Please allow me to express my regret regarding your experience. If you would like a full refund, I am more than glad to issue it to you. If you already contacted Discover card, than this process first needs to be followed. In any case, I am here for you, feel free to contact me any time at ********************************** I will be more than happy to assist you with your refund. If you are not successful in obtaining your refund via ******** card, again please contact me, I will be issuing you a full refund. Just please bear in mind, that from the main office here, I am only able to issue it via check that is always mailed via certified mail. Regards, Sophie.  

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 contacted Discover Card Dispute Services and they have started the process to solicit reimbursement for the transaction.  

Through an email to “Sophie” at **********************************, dated *****, I requested support for the refund request to Discover, as their original response indicated.  I also requested an acknowledgement of the email.

I received no acknowledgement, which leaves me concerned that I will have difficulty getting a full refund if the ******** Card Dispute Services effort is unsuccessful.

At this point, all the business needs to do is acknowledge the receipt of the email and confirm the full refund of $207.98 and I will be content to wait until the ******** Card Dispute effort is finalized.

Sincerely,

*** ***** 

 

 

 

 

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


Sincerely,

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





 

Business Response:

Dear *******,

I think there is a misunderstanding here on your part. This is what I wrote you last time:

===

This message originally read on 11/**/2015
Dear *******, 
thank you for writing me. Please allow me to express my regret regarding your experience. If you would like a full refund, I am more than glad to issue it to you. If you already contacted Discover card, than this process first needs to be followed. In any case, I am here for you, feel free to contact me any time at ********************************** I will be more than happy to assist you with your refund. If you are not successful in obtaining your refund via ******** ****, again please contact me, I will be issuing you a full refund. Just please bear in mind, that from the main office here, I am only able to issue it via check that is always mailed via certified mail. Regards, Sophie.  

===

And I am not sure if you understand how the process of disputing a charge really goes. You say you are concerned that your refund will not be issued. Did you read clearly what I wrote to you? Where in my message to you did I say that I will not help you?

In your first message you were not clear if you started a dispute process with your card provider, and therefore I asked you that. Now you are saying that you did. Therefore, a refund cannot be issued on top of an open dispute. I hope that you are able to understand that. We have to first respond on letter that will be coming in mail from Discover, and that process will take few weeks. If the card provider decides to your benefit you will be getting you money back. If they decide in our benefit, we will be getting money back. I hope that they have made that clear to you. Result of a charge dispute does not means automatically fund back to your account. Card provider will put funds on your account temporary while dispute is taking place, but that does not mean that it will stay so. But refund is 100% sure, and if you just asked me directly for your refund, a check would be in the mail to you long time ago.

And I even wrote to you, that if Discover decides against you, I am still willing to, and will give you a full refund. So would you please explain to me what in my first response to you made you think that I am not willing to help you? Sophie. 

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:

 Discover has closed their case and the matter has not been resolved.  Tech Matrix Solution, Inc. had agreed to reimburse me once the Discover process was complete.

 Sincerely,


******* *****  

12/23/2015 Problems with Product/Service
12/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a pop-up message on my new computer saying that I needed to contact a ********* certified technician at a toll-free number. I contacted them and had my computer remotely accessed. I was informed that both my network and my computer were at risk and was intimidated to the point of authorizing a $200+ charge to my debit card. Upon "authorization" I felt very weird about the way the process was being handled and kept getting strong-armed to stop asking questions. I was told that my computer was repaired (and that it was done using Malware Bytes software (which I knew to be reputable) ). I withdrew all of the money I had in my checking account to ensure that they were not able to charge my account after finding out that other customers had similar complaints and fraudulent charges made to their accounts. I would like for this business to be shut down, but most importantly, I would like to know that my money and other identifying information will not be used irresponsibly or in a malicious way.

Desired Settlement: If the company has in fact begun to charge my account/will in the near future, I would like to be reimbursed for the money since no actual repair of my computer was made. If the money has NOT been taken out, I would like to have my billing statement adjusted such that I do not owe this fraudulent company for services that were never provided.

Business Response: Dear ******, thank you for writing me, please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check # **** in the amount of $215.99 and will be emailed to you via certified mail. Regards, Sophie. 

Consumer Response:

Better Business Bureau:

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

I have not yet received the full refund that was promised (check number and amount included from original email response below).  I have expressed to this company multiple times that I wanted all association with TechMatrix Info Solutions, Yoda Care, and any other affiliates fully terminated.  I have also expressed that I wanted a full-refund as well as utter revocation of any and all agreements and services that may have been added to the original invoice as a result of my consent as it was given under false pretenses.  Upon receipt of the full refund and notice that my name and all personal associations to this company have been obliterated, I will consider this complaint resolved.  Thank you so much for all of your help and I will continue to update BBB as I am updated.  No attempts to call or email me as of 11/*/15 have been made (even then they were generic email statements I responded to promptly). 

"Dear ******, thank you for writing me, please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check # **** in the amount of $215.99 and will be emailed to you via certified mail. Regards, Sophie. "

 

 

 

 

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


Sincerely,

****** ****




 

Business Response: Dear ******, we have sent you a bank check, in the amount that you were charged by our company. That all that we are able to do. There will be no more checks issued regardless of that if you find this response  satisfactory or not. There will be no more reply's as well. 

Consumer Response: Better Business Bureau:

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

They did not fulfill all of my requests.  I should have AT LEAST been issued a check for the overdraft fees and charges that I incurred as a result of their fraudulent check bouncing after it was deposited.  I would still have appreciated compensation for my lost day of work due to my having to reset all of my accounts (as a result of potential identity theft on the part of this company).  This company has now refused to further correspond based on a BBB channeled response RIFE with misspellings and typos.  I would hope that, in the future, this company would respect itself enough to cease their fraudulent activity, and respect the victims of their fraud enough to, at least, respond to their claims/reimburse them their total fraudulent charges upon being confronted in a respectful manner.  I will not resolve this complaint until I have, at least, received the overdraft/bounced check fees that I incurred as a result of this company's negligence in issuing me what appeared to be a personal check.  I will provide written proof of these charges if necessary. 

 

 

 

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


Sincerely,

****** ****




 

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Around Sept **** thru **** 2015 I received a message on my computer alerting me that my computer had been infected by a trojan virus and telling me to calla ****** * to fix the problem right away. I called the number and was told they were yodacare and they would fix my virus problem afte I gave them creditcard payment of 399.00 dollars. As I was giving them the credit info I became suspicious and concerned when I find out they had many complaints lodged against them and that I changed my mind before signing off on them to fix my computer infection. I did not get any message from my own anti-virus software on my computer which also made me suspicious . I told the man on the phone that I did not want their services and told them I wanted a refund for the full amount and a lady there said I would get a full refund. Then I got my credit card bill and showed they charged me anyway for the full amt. of 399. dollars even though they did nothing for me. I called my credit card company and lodged a complaint with them to help resolve thses ripoff artists which so far have over 100 complaints filed against them and are not BBB rated and have a rating of "F".

Desired Settlement: Refund

Business Response:

Dear *******,

thank you very much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check #**** $399.99 and will be mailed to you on Monday 11.**.2015 via certified mail. Regards, Sophie. 

12/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A representative of this company hijacked my husbands computer and made it freeze. They posed as a a representative from our internet carrier MTC and suggested we call a specified number as there was unusual activity on our account. My husband called and after over 1/2 hours of interaction both on the phone and on the computer. The person tried to sell us their most expensive protection to remove the virus from his computer. We said we wanted to think about it and asked for a number to call him back. He said decision had to be made now or the virus would remain. I hung up on him. It took me over one hour to get the computer back to normal after he again froze it.

Desired Settlement: I am submitting this to add to your files and wish no further interaction with these scammers.

Consumer Response: Better Business Bureau:

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

Sincerely,

**** And ***** ****************

12/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on a internet site seeking info when all of a sudden it came up with a screen saying I'm infected badly must call this number associated with Microsoft which now I believe to be a lie but called . I was told I had bad problems and that they could fix if IO gave them control of my computer which I did. It then was told to me of the bad problems but they could fix it for $200 for a 2 year protection which I didn't want to do as am 65 and on a fixed income but it seemed I had to other recourse. They have helped fix virus problems but which I have asked how they got thru to my computer when I paid $200 for what I thought was protection against this happening. Now I have a problem with ****** not being able to connect to a song and I find out I am now disconnected from their service and when I contacted them I am told that my one month direct service has expired yet I thought I paid them for 2 years at the rate of $200. Now I can't get a credit for a service that I thought was for 2 years but apparently was just for 30 days.

Desired Settlement: I want a credit for my $200 for a service that I thought I paid for but am not going to get

Business Response:

Dear *****,

thank you very much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you via check # **** $203.98 and will be mailed to you on Monday 11.**.2015 via certified mail. 

Regards, Sophie. 

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,

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



 

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **NOV15: I got a pop up on my computer over the summer that stated my computer was in trouble of being infected with a virus. I was not able to restart my computer, but was sent a phone number telling me to contact the number in order to remove any computer viruses. I dialed the phone number, and spoke with someone who claimed to represent a Microsoft technician that could help me clean my computer of viruses for a cost. After paying the fee with a credit card the person remotely came on my computer and erased a bunch of files that he claimed was infected on my computer, and causing it to run slow. This company actually did nothing on my computer, after a few days my computer ran slower than it did previously. When I called their customer service department they tried to charge me more money to once again fix my computer, and I declined!

Desired Settlement: I would like to have my money returned , and placed back on my credit card. If that is not possible I want other people to be aware of this company that uses fraudulent tactics to get peoples business but don't deliver what they promise.

Business Response:

Dear ******,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. However, our technicians are not Microsoft technicians, they are Microsoft certified, which means one is certified to repair Microsoft products. A full refund is issued to you in form of a check # **** and will be mailed to you via certified mail. Regards, Sophie. 

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,

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



 

12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was directed to this company with a computer problem using Microsoft hardware Defender issue I was told they on phone too contact them at this number ###-###-#### or ###-###-#### they issued a Customer ID#************ They did not supply anything but took payment of $171.98 and my personnel information for payment On 11/**/2015 I called these people after 2 too 3 hours useless time spent on phone they did not email with my refund or even email me of a product I called them back on 11/**/2015 wanting a refund they said I would received a email I received no email but did get a refund # over phone ****** I would like too know if this scam and if my personnel information is safe I would like too understand

Desired Settlement: I want too know if I paid for something And I did not receive any product I would like too be refunded And would like other people too know of this company

Business Response:

Dear ******,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. I have spoken to sales department and they have informed that you sales was from yesterday, and they did not yet charged, they have just obtained an authorization to charge you. But open my request that authorization was voided, and there will be no charge on your account. You may see this charge pending for a few days on you side, but this will be removed by your card provider. Please let me know if there is anything else I can do for you. Regards, Sophie. 

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ok, I know this is a scam the same thing happened to me with the box with there # that came up I payed to times and had ******* ***** the money because they did not want to take the chance of my credit card information on the computer for that they said my computer had been hacked. I paid 450.00 for I had the guy type this on my computer. And then I sent another 820.00 for the life time of my computer. Hijack case we need to install network securities remove trojan horse block foreign ip addresses upgrade windows 8 to windows 10(3 proper softwares) banking security identity safe all the devices computer aptop ipad printer smart phone AVG for long 7 years this computer security email secured computer firewall removed the internal viruses trojan fre About a week or two went by and they called me again and wanted to refund just ***. I went to **** *** and told the guy about it and he said it was a scam so I had them check out my computer and they said the company had not done anything to my computer so I decide to by **** *** ** service to keep third party company's out of my computer.

Desired Settlement: Believe that the company should refund any money I have paid to them due to misrepresentation and service provided that is unsatisfactory.

Business Response:

Dear ****, 

thank you for writing me. Unfortunately I think there is some confusion here. You are not our customer, I have checked our records and we do not have you on file, nor do we at Tech Matrix Info Solutions ever ask our customers to pay via ******* *****. Our customer pay us exclusively via credit card, or check mailed to our main office here in New York. I am wishing you all the best. Sophie.  

11/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October **, 2015, responding to your alert of viruses on my computer. A blue screen invited me to urgently call your help desk services. ******* **** ****** transfer me to a technician then to another with a very heavy Asian accent very difficult to understand his prompts. This person went through all files as he said to check on the damages* ** **** convinced me to buy a security plan for 2, 3 or 4 years. Being under stressed and panicky, I chose a 4 year plan. He made sure I gave my OK orally to the agent of my credit card who later asked me if I had made the purchase of $401.98 I asked the technician to give me a report on what went wrong with my computer and to send me a list of the files damaged and the names of the viruses. On October 18, I emailed the company requesting them to respond to my request. As per today, I didn't receive anything.I just realize now that the company plays on scare and panic on the computer's owner by telling them their computer in infected with many viruses. Please consider this email a complaint to your company and yodacare and New York City BBB.org.I am requested a refund of the charges made on my credit card..

Desired Settlement: Refund charges to my credit card

Business Response:

Dear *********,

thank you for writing me, please allow m to express my regret regarding your experience. A full refund is issued to you in form of a check ***** $ 401.98 and will be mailed today via certified mail.

Regards, Sophie. 

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 am now waiting for the check of $401.98 which Sophie from the Company mentioned to be mailed via certified mail.

Sincerely,

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


 


11/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As you see, you have several complaints on this company (Yoda Care/Tech Matrix the parent company). I also called this company because of a "pop-up" that came up on my computer. When calling them, they were fast talking, using scare tactics and making me believe that my computer will crash if I didn't accept their help. Not only did I allow them to take control of my computer but within 24 hours (looking them up on the internet, including Spam Advisor) I found they are a scam company and within 48 hours (taking my computer into ****** ***** to have it looked over and repaired from what this company put on it) I found they had put a virus program on my computer. They were suppose to protect my computer from hackers and yet this virus would allow them to hack my computer (according to ****** *****). I paid this company over $300 and am not happy that they infected my computer with a virus. I did not call Yoda Care to get a refund after reading all the complaints and no one getting a refund until they complained to the BBB. I tired to dispute this charge with my credit card company. They did not have a successful out come with Yoda Care. Now I'm stuck with paying Yoda Care and ****** ***** to correct what they did to my computer. A double charge is something I don't want or need.

Desired Settlement: I want a complete refund of my $314.49 that I spent with this company. They are a fraud/scam company.

Business Response:

Dear ******,

thank you very much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you via check # ****, with the amount of $ 314.49, and will be mailed to you via certified mail. 

Please let me know of there is anything else I can do for you. Regards, ******. 

11/19/2015 Problems with Product/Service
11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was told their services came with a full 30 day satisfaction guarantee. I requested a full refund 10/**/2015, received a confirmation email from *********************** Service Team agreeing to the refund and as of today, 11 business days later and contacting the company via telephone today, I still have not received a refund. Only "***** ***** *** ** *** ****** *** *** ****** ** ******* ** ****".

Desired Settlement: Full refund issued to the credit card account the original charge was issued on.

Business Response:

Dear *****, thank you for writing me. Please allow me to express my regret regarding your experience. A full refund is issued to you in form of a check #**** in the amount of $314.49 and it will be mailed to you via certified mail. Please understand that I am not able to returned your credit directly on your card, since her in main office, we have do not have means to charge the card nor issue a credit on the card. Please let me know if there is anything else I can do for you. Regards, Sophie. 

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SOn October **** was having issues with my computer. TechMatrix appeared on screen with offer to resolve problem. Contacted them and foolishly gave them debit card number. They said they could resolve problem and offered a service contract for one year--total cost $215.99-$69.99 for diagnostics and $200.00 for 1 year service contract. Sent me an e-sign contract which I never signed authorizing charge of $215.99 which was debited from my account. Spent over 3 hours on the phone and in front of my pc trying to "fix" my pc issues, talking to 3 different technicians and problems then only partially resolved. Called company back on October **** (spoke to Robert) indicating I wanted to cancel service as I was not impressed with their competence. He indicated that the $69.99 was not refundable--was not happy with this answer but agreed to a refund of the balance-$149.00. It has now been 14 days and no refund. Sent 2 e-mails,the first on October **** and they did answer reiterating what they had originally told me but no action in my bank account-I just checked.

Desired Settlement: Would be happy with a timely credit to my account in the amount of $149.00. Do think that they should refund the $69.99 also since they did not fix all issues but I did agree to pay for that $69.99.

Business Response:

Dear ***,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. I have issued you a full refund in form of a check #**** in the amount of $215.99 and it will be mailed to you via certified mail. Unfortunately here from the main office I am not able to charge a card nor to issue a refund electronically. Therefore, I hope refund in form of a check will be good with you. I have contacted sales department and cancelled your contract. Please let me know if there is anything else I can do for you. Regards, Sophie.

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a pop up on my screen saying my computer was locked and I could do no anything. Everything was locked even after shutting it down and restarting. All i heard was this audio telling me to call this *** phone number. They identified themselves as being able to fix my computer for 369.99. I ended up paying with my credit card but after speaking with my nephew (who knows more about computers) a couple of days later he said I was a victim of a scam or ransomware. My nephew checked the Better Business Bureau website and showed me all these complaints similar to mine. He explained to me that the virus or trojan probably came from this company. He said these guys held my computer for ransom.

Desired Settlement: This company should not be allowed to trick consumers into paying for services that don't really exist.

Business Response:

Dear *******,

thank you very much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check #**** in the amount of $369.99 and it will be mailed to you via certified mail. Please let me know if there is anything else I can do for you. Regards, Sophie. 

11/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My problem is exactly like so many others on this website with this company. 5 minutes after I started my laptop my screen was completely filled with an error message telling me that I should not shut down or exit that window or it could crash and I would lose all my data. It gave a number to call for support and I finally called it. They told me that I had been hacked and had a Trojan virus and it needed to be cleaned up immediately or the people could be using my bank password, credit cards, etc. After hearing the sales pitch, I told her that I would need to wait until morning to discuss with family members (who know more about this than I do). She told me that it needed to be done right now before they used my information. I should have figured this out but by now it was really getting late. Finally I agreed to a 1 year plan but immediately she said, "no you need at least the 2 year plan" and I was getting tired so I agreed. Again when I was giving her my charge card number, I hesitated and said that I didn't like the feeling of this but she assured me it was completely safe and pushed me into completing the info. They began the work on my computer and meanwhile were calling me asking me to call the charge company and authorize because it was not going through, and sending me contracts to sign (without time to actually read it all). It was very confusing, frustrating and an AWFUL experience! They told me it would take 35 - 50 minutes to repair but actually took 4 hours. It wasn't until 4 AM that they were finished and I had to be at the computer the erntire time. I was told that they would be installing AVG software but didn't do that before they were ready to sign off. I reminded them about that but they were unable to get it installed (?) so finally installed Microsoft Security Essentials. They also tried removing my Avast software but were unable to do that! Technicians???? But by that time I was ready to be done with them and hung up. All through the call the lady kept reassuring me that I had 30 days to request a refund if I wasn't happy. now when I read their small print I see that IF they should choose to refund my money they will keep $69.99 for their service. The total bill was $369.99. I don't feel that I received any valuable service from them, in fact I strongly believe that they were the only ones hacking my computer and putting things on it. I talked to my Tech repair guy and he said to leave it shut off and not connected to internet until he has time to check it out. He was also convinced that there was probably nothing wrong with it until they hacked it. I have not tried using it since.

Desired Settlement: I would like to receive a full refund of $369.99. They also caused an overage of my data plan which will cost me at least $10 more plus repairs but I would be happy at this time with a full refund.

Business Response:

Dear *****,

thank you very much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check # ****, in the amount of $379.99 and will be mailed to you via certified email. 

Please let me know if there is anything else I can do for you. Regards, Sophie. 

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,

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



 

11/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While online 9/*/2015 a red security alert warning re ROOTKIT malware popped up with a toll free #*** *** ****. WINDOWS 10 had recently been downloaded, and I believed the malware infiltrated the installation. When I called the # it was a YodaCare rep.& I ended up with a two yr. contract at $199.99. When I realized it was a scam initiated by YodaCare, I e-mailed instructions 9/**/2015 to cancel immediately & issue a refund check to be mailed to my address on file with the co. The next day I followed up with a 'phone call & was informed that a refund would be made within 7 to 10 BUSINESS days & day ONE would be 9/**/2015. When no refund was made, I called a 2nd time on 10/**/15 & was told that the refund was in line (in a queue) & would PROBABLY be released this week meaning 10/**/2015 or 10/**/15 No refund has been received as of 10/**/15

Desired Settlement: REFUND

Business Response:

Dear *****,

thank you for writing me, and please accept my apology regarding my late response, our office moved and that was a reason. A full refund is issued to you in for of a check *****, in the amount of $199.99 that will be mailed to you via certified mail. Please let me know if there is anything else I can do for you. Regards, Sophie. 

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,

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



 

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got a pop up on my screen saying that Trojan Malware was taking over my computer and that I needed to immediately call a toll-free number to get it taken care of so that my computer wouldn't be in any more danger. This seemed odd to me since I had run a security scan that very day and took care of all of the viruses in my computer. So, I tried to get rid of this Blue Screen of Death by trying to exit out and even turning off my computer but it didn't work, so I started to believe them and gave in. I called this toll-free number and eventually they cornered me into agreeing to pay $215.99; I am a typical poor college student, I don't have this money to just give away, and with this in mind I requested that they not charge until the week after since I still had my doubts about the legitimacy of this company. While I was on the phone with them, I was told that they are one of those scammers that puts up a fake Blue Screen of Death interface on your computer which runs as a background program so that you cannot exit out of it, immediately after hearing this, I hung up on the representative, exited out of all of the programs they were using to control my computer, and cancelled my debit card. Unfortunately cancelling my card didn't do any good, it seems like as I was requesting that they not charge until a week later, they were running it through the machine, how VERY unprofessional. The following morning I took my computer in to the ITAC center in my college to have the tech professionals look at it; they ran a security scan and nothing showed up but a virus that they installed the night before. This company holds you hostage and takes innocent people's money day after day; I was told by the customer service that the money has been refunded and processed on my account and to expect it from 7-10 business days. I am writing this complaint on the *** of November still $215.99 short, I would like it back. I don't want a call to my home or an email of condolences, I would just like the money accredited back to my account

Desired Settlement: I would like a full refund of $215.99 back to my account

Business Response:

Dear *******, 

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you via check #**** in the amount of 215.99 and it will be mailed to you via certified mail. Unfortunately here from main administration office I am not able to issue a refund electronically since here we do not have means to charge customers nor to issue a refund to a card. Therefore, I hope this form of a refund will be agreeable to you, since it is the only refund form I can provide you with. Please feel free to contact me if there is anything else you may need. Regards, Sophie. 

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,

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



 

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

Complaint: I was informed today 10/**/15 by my parents that Tech Matrix Info Solutions just scammed my parents out of $600.00 by blocking them from logging into their computer. The tech spent 5 hours on both of their computers to fix their so called problem. The tech told my parents that their computer was hacked from someone living in Mexico. The tech deleted and installed all kinds of stuff that they don't know what it is. My parents have now spent time on the phone making sure that all of their bank accounts are secure. They are now afraid to touch their computers. They now have to pay more money to have someone look at their computers. This so call company cannot continue to do this to people. They cannot be allowed to block a computer unless they are called to unblock it. Additional information upon request from my parents as this happened to them. They again are afraid to touch their computers. They now believe that if they log into their computers, all their information is going to be stolen.

Desired Settlement: Credit my parents account and never do this to anyone ever again. This company should be shut down

Business Response:

Dear *****,

thank you for writing me. Would you please contact me at ###-###-#### or **********************************? I have requested a little investigation regarding your case, and sales team could not confirm to me that we have you as a customer. I would need last 4 digit of the card that you have used, and the name on the card if it was different than yours. Thank you. Regards, Sophie S****. 

Consumer Response: Better Business Bureau:

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

They would not find an account under my name. As I stated in the original complaint, this was my parents, ***** *** ****** ******. I have forwarded this information to them and they will be in contact with you to provide further information.

 

 

 

 

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


Sincerely,

***** ******




 

Business Response:

This is simply not true, I have exchanged many emails last week with *** ******, and a refund confirmation # for the credit in question was provided to him. I am pasting our correspondence for the record.

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

Even if your card is cancelled refund is still possible because you do have a same account number with your provider.
I have just received confirmation that refund to your card was successful. I am forwarding you this info. Please consider that refund was just issued, so it will take few days to appear on your account back.

Refund Confirmation #: **********
Payment Method: ********
Amount: USD ********
Customer Name: *** * ******

Regards,
Sophie S****
Office Manager

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

-----Original Message-----
***** *************** ************************************ ***** ******** ******* *** **** **** ** *** ****** ***** ************************************ ******** ******* *************
*** ****** ** **** ******** *** ******** *******  *** **** ** ******** **** *** ***** ** *********  ********** *** *** *** ****** ** ****** ** ****** **** ******* ** **** **** *** **** ********** ** ******



** **** ** *** **** ******** *****
 "Sophie S****" ************************************ wrote:
>Dear ******,

>I finally got the word from them that they have found you in their
>system. I am forwarding all the info to you and I have requested a full
>and immediate refund to you, on your card.
>I am expecting this to be executed today.

>Account ID: ************
>Customer Name: *** ******
>Phone: **********
>Address: ** ******* ******* ********* ******* ** ***** **** ******* ********** ** *** ********* ** ** ******* ******* *** **** ****** ***** ********** ** ****** ***** ***** ** ******* ****
>Amount: $629.99
>Card Type: ****
>Last 4 digit: x7105
>Name on the card: Bob G P*****

>Regards,
>Sophie S****
>Office Manager

>*** ********* ***** * * ********** ** *****
>Office: ###-###-#### | Fax: ###-###-#### Website | LinkedIn

>-----Original Message-----
>***** *************** ************************************ ****** ******* ******* *** **** ***** ** **** ********************************** ********* ******* *************

>Ms. S****:

>***** **** ***** ******* ** **** ***** *********** * ******** * **** ******** ** *** ****** ** ******** *  ***** ** ** ********* ** **** ***** *********** ***** *********  ***** ***** ******** ****** ************* ** *** ***** *** *** **** **** * ******* ****** *** *****  *  ** ** *** ********** * ****** ** ******* ** ** ****** ******* ********* *** ******  **** ********** **** **** ******* **** *** ********* ** ** ********* *  *  *** **** **** ******** *** ***** ****** ********** ** **** ********** ****** ******** *** *** *** **** ****** ******** ****** ********** *********** ***** *** ******* ** ** ***** **** ************** ** ***** ******* *** ********* ** * ****** ** *** ******** ** ******** *  ******* * *** ******* ** ****** ** **** ****** ****** ** ****** * **** ********** * **** ************* ** *** *** **** ******* *** ****** *  *** ****** *  *  * 

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. We received full compensation. Thank you

Sincerely,

***** ******



 

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

Complaint: My elderly father was contacted by this company on the phone and used scare tactics by telling him there was pornography that had infiltrated his computer that they could get rid of for him. They tricked him into giving them remote access to his computer as well as giving them his credit card number. They were very fast talking and kept him on the phone for several hours while they "fixed" his computer. There was absolutely nothing wrong with his computer. They charged him $242.99 for doing nothing. I came over to my father and immediately called them to ask them to please refund the money. They said they would check and call back in 24 hours and never attempted to call back. This is a devious and malicious attempt to scam an elderly man and it makes me furious.

Desired Settlement: REFUND please.

Business Response:

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

a full refund is issued to you in form of a check # **** in the amount of $242.99 and will be mailed to you via certified mail. Please allow me to use this opportunity to express my regret regarding your experience. Regards, Sophie. 

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,

***** *****



 

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was working on my computer and it froze up with a pop-up warning advertisement that requested that I call a specific number to address the issue of a virus invaded computer. I could not move anything on my computer and under distress I contacted the number, which now I realize was exactly what I should not have done after extensive research into the company TechMatrix and DigiSupportPros, and was received by a announced "verified Microsoft certified diagnostic agent" and later " a certified Microsoft certified technician" that would resolve my problems for $208.48. They continued to assure me that they were BBB accredited and once taking over my computer they proceeded to work through my files and download products that I did not what downloaded onto my computer. I am disgusted that I was taken advantage of and have been frightened of the consequences ever since the initial interaction on Oct. **, 2015. I called the company and asked to receive detailed information about everything they had reported they had "repaired" and everything that they downloaded and an explanation for the reason the services were rendered. I have yet to hear back from them and so I contacted my credit card company to red flag the transaction. I am humbled by the fact that I fell for this apparent marketing scam under vulnerable conditions and do not want other customers to make the same mistake. I was passed from a TechMatrix Info Solutions agent to what they referred to as a Microsoft Certified DigiSupportPros technician and at that point the technician had full control of my computer. I was lied to about the credentials and the accreditation, including favorable BBB affiliation and referral, of this company and was told that no one could repair the various viruses that already arrested my computer and the potential for additional viruses if I did not have them do the work.

Desired Settlement: I would like to company to fully refund the $208.44 and would like other customers to be aware of this pop-up advertisement marketing scheme. I was never given a satisfactory explanation of services or verification of work done. This is unacceptable and highly suspicious.

Business Response: Dear ******, thank you for writing me, please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you via check # **** in the amount of $208.48 and will be mailed to you via certified mail. Regards, Sophie. 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

The business has responded by offering to refund the total amount that they charged in the amount of $208.48 by issuing a refund check by certified mail. I have absolutely no confidence in this response. If they are fully responsible for issuing me a refund it should be done via a credit to the credit card charge that they put on my account at the time of the interaction. The should be done immediately. The immediate response of full refund without explanation from them or defense of their charge of fee for service indicates that I was correct in my assumption that the entire transaction was fraudulent and an online scam. I would like to have the business immediately cancel out the credit the credit card charge for this false claim of services rendered. This will not be resolved until full refund is issued and received from the business to me. There is no credibility in the promise of refund via certified mail. I hope this can be fully resolved in a timely manner. 

 

 

 

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


Sincerely,

****** ****




 

Business Response: Dear ******, credit to your card is not available from the main office because here we do not have ability to charge credit card nor to issue refund to it. We do not have contact with customers on a daily basis from here nor do we provide any kind of service from the main office. This is strictly administration office. I have offered you a refund, immediately, as soon as you wrote me, because I am well aware if you are writing me via BBB, customer serve department did not serve you properly. Please try to understand that I am not working here against you, but for you. No one ever complained that a refund via check from the main office had any issues. Please let me know your decision. If you  are further refusing offered refund than I cannot help you further. The whole point of main office answering these complaints it, to make things right what customer service did wrong. I am trying to do right thing by you, if you would only let me.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.   I have reservations as to whether or not the certified check will be sent in the full amount of $208.48 or whether or not I will be able to deposit it into my bank account considering the history with this company. Since both the company and the BBB of Metropolitan New York have stated that there is no other option to this situation than I will accept this check but only consider it fully resolved if the check is received and accepted as a legitimate check for deposit by my banking institution. I understand the limitations of the BBB and appreciate the assistance concerning this issue that has been promptly  and professionally provided.

Sincerely,

****** ****



 

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

Complaint: Like so many others, I had a pop up on my computer screen when I opened my browser accompanied by a loud alarm sound and a warning that my computer had security issues and that I should call a listed number for tech support or risk damage to my hard drive, etc. This company, DIGI Support Pros, is owned by Tech Matrix Info Solutions. Fearing that my computer and all of my personal files where are risk, I made the call and after lengthy manipulation of two computers and a bill of $635.97 I was assured everything was now fine. Like others, I was shown a bunch of phoney code I couldn't possibly understand to justify them "helping" me and they installed what turned out to be security software available for free on the internet. After talking with my daughter who is more sophisticated about such things, I called my service provider and they explained the fraud that had been committed against me and combed through my computers to check for malicious software plants and hopefully remove them. I feel very taken advantage of by this scam operation and I am now fearful to use my computer for even every day tasks out of concern for what might be lurking in the background.

Desired Settlement: I will be contesting this charge with the credit card company, but if that is not successful I would like a full refund of the $635.97 in the form of a credit back to my credit card, not some vague promise that "the check is in the mail".

Business Response:

Dear *****,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. If you are not successful in obtaining your credit via your card provider, please feel free to contact me, so we can issue you a credit. Please consider, once you contact main office via BBB, credit is only given in form of a check. 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,

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



 

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled the protection plan less than 24 hours after I was coerced into buying "malware protection." These people represent themselves as ********* personnel, which they are not. They also inform you that your computer is not protected. Mine was protected, but the sales person convinces you you are in serious danger of problems invading your computer. I am also concerned about what the company has installed on the computer. I was told by Tanya at 9:57 a.m. Oct. *, 2015 that I would receive a full refund on my credit card. This has not come through. I am disputing the bill with my credit card provider. This is not a BBB certified business. The customer service phone number given does not work this week. I have called several times and cannot get through.

Desired Settlement: I expect a full refund as Tanya promised - $369.99.

Business Response:

Dear *****, thank you for writing me. Please allow me to express my regret regarding your experience. However, if you are disputing this charge with your credit card provider, than we cannot issue a refund, we have to follow that process first. Please feel free to contact me if you have any questions, I will be more than glad to help you. My phone is ###-###-#### and email **********************************

Regards, Sophie S****. 

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:

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

My issue is with Techmatrixinfosolutions and my case ID number is ********.
 
I could not reach the person who had emailed Monday, Oct. **, and given me a phone number to call, but I was put through to  Dn ( pronounced Deann) who said I must wait 7-10 business days from Oct. * for a refund, and that I should not pursue a dispute with my credit card company.
That dispute can't be opened yet anyway.  You must wait 15 days with ******* ****, but they do have on record that I am pursuing this issue.
Thank you for your communications.
 
 

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




 

Business Response:

Dear *****,

Yesterday you wrote me an email, and I wrote you back to please contact me so we can resolve this issue for you. Once again, my phone ####-###-####, my email ******************************.

My working hours are from 10am - 6pm eastern time. Please feel free to contact me, I would be more than happy to assist you. Thank you. Regards, Sophie S****. 

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 see the credit is now posted to my credit card.  I hope this is the end of this matter.
 
I appreciate your help!
Thank you so much.



Sincerely,

***** ******



 


10/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I opened my computer yesterday, there was a warning of a malicious infiltration into my computer. The technician said this infiltration could only be successfully removed by a certified ********* technician. I stated that I had protection through the **** ***** at **** *** and had been satisifed in the past. The technician stated that only a ********* certified technician(not an employee of *********)could solve this problem. So I agreed to the service-deleting all harmful infiltration into the computer and 1 year service contract for e-mail security and network security. The cost for the service is $159.99 and billed to my ****** ****.Today when I opened my computer, I fould it to be slower and often not responding for up to 5 minutes. I called asking to cancel the service and spent 45 minutes telling the technician that I wanted to cancel the service. He spent his time telling me that I needed this service and offered 2 years for the price of the one year. I repeatedly told him that I wanted to cancel and he finally agreed to do what I had asked. He gave me a confirmation of cancellation #******. I have checked my computer hourly since I spoke with the technician and no credit has been issued to my my account. Any assistance you can offer will be greatly appreciated! Thank you for your service. I will be awaiting your findings. ******* *****

Desired Settlement: I wish to receive the refund that I requested and not be contacted by this organization in the future.

Business Response:

Dear *******, 

thank you for writing me, your refund has been issued today, conformation # is **********. Please allow me to use this opportunity to express my regret regarding your experience. If there is anything else I can do for you, please feel free to contact me at ###-###-#### or **********************************. 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,

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



 

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yoda asked for $633.47 and I refused authorization. It was taken out of my account in two different amounts. I was told by Yoda that they would recover my money in 48 hours from techmatrix. I was informed by Yoda that my money was in New Delhi, India was a man named Robert W****. Then he said I couldn't get it back unless I send $350.00 more dollars . Stupidly I sent it. He also promised to reimburse me personally if it didn't get returned. also he said he would send me an e-mail regarding his promise. No e-mail.

Desired Settlement: I wish my money to be refunded. It totaling $1186.46. Thank

Business Response: Dear ******,

thank you very much for writing me. I was trying to call you at least 6 times to go over your complaint, but somehow your phone is not working. There is no sound from other side at all. Please allow me to use this opportunity to express me regret regarding your experience. I have initiated an investigation regarding your case, and I was able to confirm that you were charged altogether $833.96 and for this amount a check # **** is written to you and it will be mailed to you via certified mail. Unfortunately, I was not able to track any addition $350.00 charge that you have mentioned, and that is why I am trying to call you to tell you that. Please feel free to call me at ************ or email me at **********************************, I am here for you, and I would be more than happy to help you resolve your issue. Regards, Sophie S****. 

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.

Consumer called today 10/**/15 and stated that she received the refund.

Sincerely,

****** ****



 


10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: they phone me and said that 9 other people were on my computer having access to all my accounts , scaring me thinking I needed this program, come to find out I did not did not need this program , 9 other people did not have access to my computer and it was nothing but a scare tactic to get me to buy a product that was not needed

Desired Settlement: would like everything that was put on the computer taken off by this and a full refund of 215.99

Business Response:

Dear *******,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refunds is issued to you in form of the check #**** in the amount of $215.99 and it will be mailed to you via certified mail. To erase unwanted software, please click in left bottom corner START > CONTROL PANEL > DELETE PROGRAMS, and than chose which program/software you would like to delete it. Thank you. Regards, Sophie.  

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,

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



 

10/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While using the internet my son received a message, the screen/computer was frozen and a pop-up message appeared as ******* (our internet provider) saying to call ###-###-####, while still in ********* internet, to remove hacker’s malware. My son called and was told my computer had been compromised and that I needed to remove malware or my computer was not going to work anymore. My son was scared that he did something wrong and accepted their assistance, he used our joint credit card and paid them, I was charged $103.99 and $94.50. They proceeded to scan all our files, that’s when my son realized something wasn’t right and told me what had just happened. I immediately disconnected the computer and called the number to cancel and get my money back and they offered me partial credit. I am still disputing charges with my credit card company.

Desired Settlement: To stop this company from scamming people, it is very stressful and time consuming. They are not ******* and shouldn't mislead people. I want a complete refund from this malware company.

Business Response: Dear *****,
thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check #**** in the amount of $198.49 and will be mailed to you via certified mail. Please let me know if there is anything else that I can do for you. Thank you. Regards, ******* 

Consumer Response: Better Business Bureau:

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

[ I do not want my refund in a form of a check, I want my refund back to the credit card the charges were made to ending in ****. There is a dispute pending with this credit card company and they need refund my credit card. Thank you ]

 

 

 

 

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


Sincerely,

***** ******




 

Business Response: Dear *****, If you are disputing through your credit card company, than I will stop the check, since than we have to go first via charge back process and let see where that leads. I am not sure if you are aware, but it can happen that you get your funds back or not, since it is up to your credit card provider to make this decision. Once you start this process, we have to send a response to you credit card company. This process can last up to 2 months. When a customer writes a complaint to BBB, from our office here we are able only to refund you in form of a check. And that refund is a full refund, and check arrives in few days. So please let me know how would you like to proceed. Feel free to call me at ###-###-####, or email me at **********************************. I am more than willing to help you in any way I can. Regards, ******* 

10/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Their pop-up screen made me believe that my computer had a virus. (I found out later, with *********'s help, that they were not associated with them in any way and that my computer did not have a virus.) Using scare tactics they convinced me that they could help me. I scheduled a call-back from them for the following morning and allowed them to charge my credit card for the service to be rendered on that day. I then came to my senses and did some research on them. As a result of that research. I called them and cancelled the service. I received an email 2 days later stating that my refund had been processed and that it would take 7-10 days to be credited to my account. The credit never appeared on my CC account even though they gave me "Transaction numbers" and multiple assurances that it had been done.. After 21 days and 4 phone calls to them I have been forced to call my bank and initiate a Charge Dispute. **** has assured me that they will resolve this problem and that I will get my refund. I have kept detailed notes of each phone call I made. P.S. While their website shows only **********, every person I spoke to at Yoda Care had a distinctly ****** accent. Relevant?

Desired Settlement: Warn people about this company. They are not professional, other than their ability to lie!

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

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. If there is any issue with you getting your funds back through your bank, please feel free to contact me, I would be more than happy to issue you a refund. ******. 

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a message on my laptop that my system had been infected. It didn’t allow me to use the laptop. The message provided a number to call ###-###-####, they identify themselves as tech support. I called the number and they informed me that my system has a number of malware and vires that might have compromise my personal information. They charged me $432.98 to my credit card to fix the issue. However, my computer has not been working properly and I’m concern that they might have installed malware into the laptop.

Desired Settlement: I want a refund and the removal of all malware and/or products installed.

Business Response: Dear *****, 
thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in for of a check # **** in the amount of $432.89 and will be mailed to you today via certified mail. To remove program, please go in start > control panel > remove programs, and than choose which program you wish to remove. Please let me know if there is anything else I can do for you? Thank you. Regards, Sophie. 

10/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My issue is the same as many others that have filed a complaint. My computer was taken over by these people and malware was able to get in and I had to call them to get it taken care of and I had to pay for a 5 year subscription. I have since found out that this is a scam in order to scare me and make me pay them to remove malware that they put there in the first place.

Desired Settlement: I would like a total refund credited back to my credit card that was used. I do not want a check sent in the mail. I will only accept a credit to my credit card.

Business Response: **** *******,
thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund id issued to you in the amount of $392.98, and your refund confirmation # is **********. Please let me know if there is anything else I can do for you. Thank you. Regards, Sophie. 

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 did receive a full credit on my credit card from the business so this matter has been resolved.

Sincerely,

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



 

10/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This outfit is purely a SCAMMMM!!! They hyjacked my computer by locking it up with a blue screen with a message claiming that my computer was infected with a virus and gave a phone number for tech support to address the issue. Once I called the number, they took control of the computer, installed some bogus crap for the "server infection", and then charged my credit card. It was like having a gun to my head. It was a horrible experience. I requested that the credit card company reverse the charges of $369.98, but may have to file a claim to reverse the charges. I then called ###-###-#### and asked them to cancel the service. The man with the thick accent was argumentative and not cooperative. I do not trust this company.

Desired Settlement: I would like to warn others to shut down your computer and walk away if you get the blue screen from these crazy manipulative people. This company should be shut down.

Business Response: Dear Janet, 
thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check #**** in the amount of $369.98 and will be mailed to you today via certified mail. Please feel free to let me know if there is anything else I can do for you. Thank you.
Regards, Sophie. 

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,

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



 

10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a "pop up" on my computer with a flashing notice that my computer had been infected with a virus and I needed to call (1-855-370-3449) immediately. I am not a computer savvy person and this alarmed me as it was accompanied by a voice. When I called the number, I spoke with a representative and was charged a significant fee to "fix" the problem. The representative took control of my computer and pointed to areas he "said" were infected - I could not understand what he was doing, but watched the screen as he navigated around it, I had to leave for work and discontinued the phone call, I was told I would be contacted the next morning to finish resolving the issues. I have never heard back from them, they do not respond to phone calls and my computer has now REALLY been infected!! It will randomly go to a screen at will, I will be working on it and it will just lose all my information and go to the home screen, there are downloads and things I do not know showing up on my computer and I am unable to remove them, etc. I want to be refunded, and report this violation to the authorities. My personal trust and computer information has been violated and my computer is now not working properly. They also have access to my credit card information, which I do not want either. I have alerted the credit card company, however, I am still in the resolution stage with them. Please help me!!!

Desired Settlement: I not only want to be refunded for the charges this company took from me, but I would also like to receive compensation to purchase a new computer without these viruses. I have no way of knowing if these people have access to the accounts and information on my current computer and I would like to transfer the information I wish to retain to a new secure computer that they would not have any access to in the future. Thank you very much for your support and assistance.

Business Response: Dear *******,
thank you very much for answering my phone call. It was a pleasure to talk to you. As per our conversation, I will not dispute your charge-back, and I am sending additional check #**** in the amount of $175.49 to you via certified mail today, in order for you to fix your computer at your place of of preference. If the amount of repair exceeds $175.49 we have agreed that you will forward me your invoice so I can honor the rest of that cost.
Please feel to contact me at ###-###-#### or **********************************
My working hours are from 10am -6pm, eastern time, and I am here for you.
Regards, Sophie S****.  

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a victim of this company's on line scam, which is fraud. I was on my computer on 09/**/2015 when my computer was hacked into, with emergent message on my screen along with a loud beeping alarm. Msg. said my computer has a virus and urgent to call number on screen to avoid any further damage or crashing of computer. I tried to turn off computer and was unable. I tried to call my Geek Squad, but was unable to reach them at the time. So I called number on the screen. I spoke to the service center, thinking they were with my computer service. I was told I have 143 viruses and 2 major ones( Trojan and Koobface). They said " they checked and my computer was hacked by someone in Dayton, Ohio and if I didn't act immediately my computer would crash and the hacker has all my information. They told me they could go in to the system and clean it up but there would be a charge of $302.98." Not knowing what else to do I agreed and gave them my credit card #, and they proceeded. Told me would only take about 30min. but took close to 2 hrs. Because of the stalling, I began to realize I had been scammed, but damage had already be done. The next day I took my computer in for service. My company had removed program and spy wear that Yoda Care had installed. Never once was this mentioned to me, I was led to believe they were removing viruses. On 9/**/15 I called Yoda Care and said I wanted a full refund that they scammed me and hacked my computer and that was Fraud. I was told that they would issue a full refund to my credit card, it would take 7-10 working days. On 9/**/15 I called Yoda care, spoke to Tanya, was told it was processed on 9/** and was given a conf. # then, was again told to wait a few more days. It has been 19 days and still no refund. On 10/*/15 I called Tech Matrix directly, spoke to Karen "she checked the system and there was no refund noted at this time, and she would submit it today. will take about 3 days and will call me to give me a conformation # then. She apologized for the inconveinence. I then called Yoda care customer serv. who I originally called . spoke to Solomi, still insisted refund was processed on 09/**/15. Said" it should only be a few more days, that it is processed through the billing Dept. by number sequence". I told her it didn't take this long for them to take the charges from the credit card, it was the next day. All she kept saying is give it a couple more days.

Desired Settlement: I want my full refund of $302.98 credited to my credit card immediately. (They have all the information already). My account # with them is ************. This company is a scam and fraudulent!

Business Response: Dear *****, your refund was issued on Friday 10.**.2015, confirmation # is **********. Please let me know if there is anything else you would need from me. Thank you. Sophie. 

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.

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

 

This is to inform you that my case #******** has been resolved. I contacted Tech Matrix on 10/**/2015, spoke to Karen. Was  told refund would be credited. On 10/**/2015 I received a call from Sophie S**** with a conformation #. . I checked my credit card daily and finally it was credited to my account for the full amount refund on 10/**/2015. This issue is resolved and you may consider it closed.  Thank you for your services. Have a wonderful day!

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





10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This ad came up on my computer claiming my computer was crashing. I tried to restart my computer but a voice came on informing me I must call this number immediately because my hard drive was in jeopardy. I called ###-###-#### and got tech support for a company called Tech Matrix Info Solutions. I asked what this company was and was informed it worked as a contractor for ****** The tech stated he would fix my computer and put the computer under warranty for one year for $202,49.. I agreed because I was told Tech Matrix worked as an authorized tech for ******. I have since talked to ***** and found this to be a scam.There was nothing wrong with my computer. Tech Matrix sent this warning to get me to sign a warranty contract. I want a full refund of the $202.49 I put on my credit card on October *, 2015. It has only been six days and I was told I had thirty days to change my mind and get a full refund. I was also told the "repair" of my hard drive was free even if I did not keep the contract. Please refund my money.

Desired Settlement: Full Refund

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,

***** ******



 

10/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On * Oct 2015, an alarm page locked my computer. It featured a buzzing alarm and a loud voice telling me that my computer was infected, that I should not use it for anything until I called the given number. When I did that this morning, I was connected with this company who spent a lot of time going through all my files, identifying many, many viruses. They charged me $269.00 to "clean up" viruses that I am sure they put there themselves. I had a similar situation about 2 months ago, a different company, but the exact same procedure and instructions and a charge of $250.00! I had reservations about both companies, but didn't know how else to get my computer "unlocked" since it was completely non-functional. When I got the same pitch today, I became convinced that these companies had both installed the viruses themselves.

Desired Settlement: I want to know how to handle these pop-ups if they happen again so that I don't get swindled out of more money just to get my computer running. I would also like to have safeguards against this situation and to know how to check that they are in place.

Business Response: Dear ******,
thank you for writing me. Please allow me to express my regret regarding your experience. Of course you are entitled to a full refund, and I have issued you a check #**** in the amount of $269.99. I am not sure what are you using in order to access internet, but be it ******** ********* ****** ****** ** ******* *******, each of them have settings where you can block pop-ups. Please feel free to call me at ###-###-#### I will be more than happy to assist you with this anyway I can. Please feel free to contact me if you need anything else. Regards, Sophie. 

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:

According to my bank records, my account has been charged $269.00 TWICE.  Please address this issue.

 

 

 

 

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


Sincerely,

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




 

Business Response: Dear ******,

please email me a copy of your bank statement where it is showing that you are charged twice and I will be more than happy to issue a refund. My email is **********************************
Thank you. Looking forward to your email. Sophie. 

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My computer was fraudulently infected by Tech Matrix,my computer was freezing and then popping up with a screen telling me my computer was infected with a really loud noise stating I needed to call Tech Matrix.When I called a gentleman by the name of John P.M***** convinced me that my IP address had been compromised and that all my drivers were infected and that I had multiple viruses even though my computer has anti-virus software already installed. Hey convinced me to pay him $268.48 after doing so he transfers me to someone else by the name of YodaCare, they then took remote access to my computer without me realizing what they were even doing.After an hour or so they claimed my computer was fixed but I'm having nothing but problems since then.I in turn since then contacted the company wanting my money back because I was blatantly LIED too,I spoke with James A******* and asked for a refund he did nothing but tell me more lies.I hope that their is someone who can help me resolve this nightmare.

Desired Settlement: I would like my money back and to no longer be contacted by this company.

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

Thank you so much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. You are absolutely entitled to your refund, and a check # **** in the amount of $268.48 is issued to you, and it will be mailed today via certified mail. Please let me know if there is anything else I can do for you. Thank you. Sophie. 

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: September **, 2015, Tech Matrix put a pop up screen saying my computer was infected with a Trojan horse virus. They show on the screen they are part of Windows protection, and they give a phone # to call immediately. I called, and suddenly they have remote access to my computer without telling me. Then they run a scan on the computer, put some desktop icons on, bill you, and tell you it is a 30 day free trial. Nitin Jerath was the phone salesman. The amount I paid was $159.99 for a year of tech support and protection. The scenario is nothing short of extortion, since they take advantage of your fear. I called their customer service # and asked the woman politely for a full refund. They ask the reason, and I told her it was not for me, and that I found something else better suited for my needs. She was extremely defensive and condescending, and used bullying to explain that I could not have a full refund for various ridiculous reasons. I told her the salesperson said it was thirty day money back guarantee. She said he was wrong. She said that if I attempted to further pursue for a full refund, it would not be a good idea. A veiled threat perhaps. The whole ordeal was disgusting. Their business address is a low income apartment in ********** ***.

Desired Settlement: Full Refund immediately.

Business Response: Dear ******,

thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. You have been wronged and you have absolutely every right to your full refund. A check #**** in the amount of $159.99 is issued to you, and will be mailed today via certified mail. Please let me know if there is anything else I can do for you. Thank you.
Regards, Sophie. 

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,

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



 

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tech Matrix apparently introduced( SPAM) a virus into my Macintosh computer with a verbal warning that a dangerous virus was in the computer and that any further activity could permantly damage the machine. I mistakenly fell for the ruse and let the company have access to the computer to remove the virus and then they installed a computer cleaner that turned out to not ueeful for the Macintosh, and included a maintence support program for 5 yearss. The cleaner is only applicable to a PC!

Desired Settlement: A return of the $494.48 spent on this deception

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

thank you for writing me. Please allow me to express my regret regarding your experience. We do not have any capability to send any kind of spam. Moreover since our product for some reason does not work with your computer a full refund is issued to you in form of a check #**** in the amount of $494.48 and will be mailed to you via certified mail. Thank you. 

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I clicked on a link on ******** and then received a loud alarm notifying me that my brand new ***** computer was infected with a virus and I would lose my data and my computer would no longer function if I did not call the stated number to help save my data and computer. I was told there was a 30 day refund guarantee for a full refund. I called to cancel the next day and was told I would only receive a portion as they said they did some work on my computer. I contacted ***** and they informed me it was a scam and I made 2 separate payments of $674.99 and 269.99 for nothing and that they a fraudulent company.

Desired Settlement: Full refund

Business Response: Dear *****,

thank you so much for writing me. Please allow me to express my regret regarding you experience. A full refund is issued to you in form of a check #**** in the amount of $ ****** and will be mailed to you via certified mail. Regards, Sophie. 

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,

***** ****



 

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ransomware: On 9/**/15 while navigating the internet a full blue screen appeared on my HP laptop; my computer interface controls were disabled. This same screen referred me to a "Toll-free help line ###-###-####...Do not shut down or restart." I called this number and spoke with "William R***" (chat name: Jammi A****). Mr. A**** offered to restore computer function for $199.99 (actual charge $269,99). After taking credit card and personal information, he established administrative control of my laptop. I was then referred to tech Balraj K***** (chat name) who restored function and performed other security services. While a NY business address is given, a foreign transaction fee appeared on my USAA ****** ****. Within approximately the past two months the Better Business Bureau has logged dozens of contemporaneous complaints citing ransomware in precisely the same pattern of events reported here. The BBB website includes multiple victims' descriptions reporting "locked up" computers and a "pop-up" screen which itself refers the victims to Tech Matrix Info Solutions/YodaCare. The BBB itself reports: "**** **** *** ************** ****** ** * *** ********** ******** ** ** ******* ************************************* **** ****** *** **** ** ********** ** ** *******.)

Desired Settlement: Refund of the amount paid for computer technical services that were obtained under ransomware threat "PLEASE DO NOT SHUT DOWN OR RESTART COMPUTER. MAY LEAD TO LOSS & FAILURE OF OPERATING SYSTEM". To inform other computer users to be aware of this threat and to encourage them to report it to the proper agencies if they become a victim of this computer fraud. Maybe together we can help put an end to this personal and financial invasion by corrupt individuals.

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

thank you for writing me. Please allow me to express my deepest regret regarding your experience. I have issued you a full refund in form of a check #**** in the amount of $269.99, and it will be going out tomorrow via certified mail. Thank you. 

10/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I turned on my computer at home and immediately received a blue screen telling me I had a virus and needed to call a number that popped up , I tried to turn my laptop off and restart it, and the same screen popped up, I called the number where the lady proceeded to tell me that my computer had bee hacked and in order to clear it and get rid of the virus , it I would need to pay 369.00 dollars , I told her I would take the computer to apple and had them fix it, she proceeded to tell me that apple wouldn't be able to fix it, because it was a virus that apple wouldnt be able to fix and they were the 3rd party vendor that apple would go to . she lowered the price to 269.99 , I felt I had no choice but to allow these people to fix my laptop. they proceeded to try and fix it, navigated all through my computer , sometime hid the screen so I couldn't see what they were doing, charged me and told me it was fixed. the blue screen was gone, it seemed to be ok, when suddenly it stopped working again , instead of calling them back, Immediately looked them up and see all these other people with the same issue. I called them back, told them that I felt violated now they had all my information, and the laptop was not working and wanted my money back. after arguing with them for a half hour they said they would refund my money but keep $69.99 of the work they did. I even went to their website , and you have 30 days to get your money back if you aren't satisfied. I can see them keeping the $69.99 if the computer worked. they said they would refund my money , it been more then 10 working days and iam still waiting. I got a confirmation number , but no funds. I even explained to the lady that I was lied to and was told that fee was for a lifetime membership, and when I looked at the website, its not lifetime, and I cant even find the package I was sold on their website. I feel they are forcing the person to pay in order to get the issue resolved. I reached out to ***** , they had to rehose my laptop, and suggested I get a refund. they also removed all they did and added a malware system for FREE. they asked me to report this company for scamming me . I even got a Case ID from ***** . This is a huge scam, the phone number is not even working.

Desired Settlement: I would like to get a refund like they said they would do. I have the confirmation number given, but have seen no refund as of today 10/**/15. and I would like for them to stop hacking into peoples computers acting like there is a virus when there is nothing wrong.

Business Response: Dear ******,

Thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you via check #**** in the amount of $269.99, and it will be mailed to you today via certified mail. Thank you. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

10/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was blocked from my computer by this company and they would not let me out. They pitchedthat I had two thousand viruses and needed cleaning up. How did these people get into mycomputer and hold me hostage to their company service? I am not a business and don't knowwhy they blocked my computer. I was at their mercy for a contract of one year and was givenall the info on their company and policies, but, I still from all the info I have gatheredon this company, I see that they are not a BBB Accredited Business with the Better BusinessBureau. I was told that I have 30 days to cancel the contract less the diagnostic fee of$69.99 from the $202.49 I was charged. I haven't done anything yet and would like to hearback from you on the best way to handle this. I am told that they cleaned up all of theviruses and that I should call every month to make sure all is good on my computer. I justwant to know if I have concern and if this company is okay. I have seen that there have beena lot of complaints against this company and why would they want my business since I am nota business. And is it legal to block a computer forcing one to take their service. Thankyou, **** *****

Desired Settlement: If this company is legit and will I have any problem or should I ask for a refund on theirservices less the diagnostic fee? Thanks

Business Response: Dear ****,

as per our conversation I am issuing you a full refund in form of a check #**** in the amount of $202.49. Please do no hesitate to contact me if you need anything else, I would be more than happy to assist you. My phone is ###-###-####. Thank you. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  Today is 10/*/15 and I have not received the check for $202.49 from this company yet.

Sincerely,

**** *****



 

9/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was clicking on a recipe and my computer froze. Then a pop-up box appeared telling me to call this number because my computer had a virus. I called, they accessed my computer and charged me $188 for software they said I needed. My daughters told me it may be a scam because if you have a virus, you do not get a pop-up from any company. They advised me to cancel my credit card and change all my passwords so no one can access anything on my computer. After reading the other complaints for this company it seems that I'm not the only one. My daughters believe they are infecting computers with the virus so they can get business.

Desired Settlement: I will be calling them today to ask for a refund or to cancel the charge.

Business Response: Dear ****,

thank you for writing me. Please allow me this opportunity to express my regret regarding your experience with Yoda Care. I have issued a full refund to you in form of a check #**** $188.99, and this check will be mail via certified mail. Please let me know if there is anything else I can do for you. Regards, Sophie. 

9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Thursday, September **, Tech Matrix entered my computer representing themselves to be ********* and a screen was ringing bells and fire alarms to call a number ###-###-####, upon which the foreign person on the phone stated that ********* would have to access the computer to fix the viruses and Trojans that were showing on my computer. He then accessed my computer remotely with my permission (as I assumed it was really a ********* technician) I even asked him again if he was with ********* and he said yes. He downloaded (probably all of my files and said that I would highly recommend that we have "Yoda Care" install their protection shield, that ********* uses them globaly for most of their customers. I kept questioning him and he kept insisting (very convincing) that I purchase the Yoda Care plan and needed my credit card before he could proceed. I, of course, gave it to him, with expiration and cc code number. He then patches me to Yoda Care, who again takes my credit card information and asks to access my computer. which he did and downloaded everything again. I was very nervous during all of this, but they were so convincing. Now my credit card has a pending $202.49 (which I was told was for 3 years protection. The Yoda Care person said it probably wouldn't be active for at least 3 days. At this point I unplugged my computer, called my credit card company. The charge was just pending and I was told that I would have to wait until the item showed as a real charge. So I waited. When it became a charge,, I again called my credit card company and they tell me there is nothing I can do unless I hire a third party computer person to access my computer and verify that I did not get the service I paid for. Needless to say, I have had my computer stripped and started over with a clean slate. I don't know how much information they will use from my computer, but I immediately changed all of my passwords. At this point I have not called Tech Matrix, who has a different number on your page than the one on my phone that I originally called. Please, I have searched the internet about Yoda Care and there are endless complaints about this company, most of whom were charged more than myself, and all of them say that this is a company getting business under false pretenses. I need your help to get my money back since I am on a fixed income. I also have copies of those complaints if you need them.

Business Response: Dear *****,

thank you for writing me. My name is Sophie S****, and I am a new manager at Tech Matrix, parent company of Yoda Care. Please allow me to use this opportunity to express my regret regarding your experience with Yoda Care. I am really not sure why would they tell you that it would be needed 3 days in order for software to be effective, and with that made you uncomfortable. Since that is the case, I have issued a full refund to you in form of a check # **** $ 202.49, and it will be mailed via certified mail. Please let me know if there is anything else I can do for you. Feel free to call me at ###-###-#### as well. 

Regards, Sophie. 

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my husband, bless his heart, was on my computer and things started popping up. at the same time this company, yoda care, popped up offered to fix the problem. my husband accepted it and they "fixed" the problem and charged $242.99. needless to say when i saw the charge on my account i contacted both my bank and this company and this company said the $$ was for an annual membership, which my husband knew nothing about. i called them and they said it was for tech help for a year. i said i was not interested and wanted my $$ back and the lady proceeded to tell me she would give me 2 years worth, but i insisted on my $$ back. according to them, yoda care, they will only refund part of the money and keep $69.00 because of the "service" they provided. now i'm waiting for them to do that and i'm also calling my bank to get my WHOLE refund back because of this very sneaky and horrible company.

Desired Settlement: full refund not partial

Business Response: Dear *****, 

as we just discussed over the phone, a full refund is issued to you in form of a check #**** $242.99 and will be going out with tomorrow's mail via certified mail. Please let me know if there is anything else I can do for you. Regards, Sophie. 

9/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a pop-up blue screen on 9/**/2015 and a voice stating that my PC was infected, then lead me directly to a phone number to call to resolve issues. They stated hackers had hacked into my PC and showed me a list of IP addresses, which lay people don't really understand. I asked if affiliated with *********. No real answer. Kept getting third party technicians. I found it odd that I had ****** Total protection on my PC. They claimed hackers can get through that and that I needed to install their software. Watched tech remotely remove my protection of my PC and add theirs. I trusted them and know I am only having more problems. They claim after I stayed up till after midnite with them that their server went down and could not activate yoda shield and get key. Called back next morning and got same response, plus was told "Ohhh it should be next week for installation. That is ridiculous.. One phone called turned into a hang up by company after I asked when shield would be installed. I should have had my guard up from the beginning but was upset crying that this situation happened and the money that they claimed it would cost and that I ended up paying. I would like to nip this in the bud before it goes any farther. I am having serious reservations regarding this company.

Desired Settlement: I believe that the company should refund any money I have paid to them due to misrepresentation and service provided that is unsatisfactory.

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

as we have just spoke on the phone, we came to conclusion that Yoda Care did not charge you as of this moment. Feel free to contact me, if you see any charges from them, I will gladly issue you a full refund. 
Have a great day. Sophie. 

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,

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



 

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As I've seen in other complaints, my wife was on this computer and it froze and said call this number which she did. They had access to the computer and charged 159.99 to repair. Computer has had no issues freezing up before and I have no software for Yoda Care so it shouldn't be popping up. My computer has ****** so it should have been caught by them so they hacked their way in. I've used ****** for years and no one has ever just appeared on my computer and locked up my system so I know its a scam after reading several similar complaints. If it's possible to get a refund I'd appreciate it.

Desired Settlement: Refund and for them to stay the Hell out of my computer!!!

Business Response: Dear Mr. Broner,

thank you for writing me. I have read your complaint, and please allow me this opportunity to express my regret regarding your experience with Yoda Care. A full refund is issued to you in for of a check # **** with the amount of $159.99 and will be mailed to you today via certified mail. Please feel free to contact me any time. My phone is ###-###-####. Thank you.

Regards, Sophie S****. 

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. Received  the following by email.

I went and signed for the letter yesterday. Deposited check. Thanks a lot. Told my wife it's suspicious that they'll refund so fast. To me they know they were in the wrong and hope people won't complain and keep the money but if they do they refund cause they know they were in the wrong. Thanks a lot for helping us. Really appreciate it.

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





9/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband was on our computer when the screen locked up telling him to call this number. When he was transferred he asked if they were part of ********* and the lady said "*** *** *** *** **** ** *****" and was told not to call the number back he was being transferred. They transferred him and said for 135.99 we can fix it. I got home and called and cancelled as our computer receives weekly updates from ********* and I didn't know who Yodacare was. They told me it would be 7- 10 days for refund. I waited 10 days called them back they said there was a technical difficulties and I would have my refund within 24 hours. I waited the weekend checked with my CC on the following MOnday still not refund. I waited 5 more days per the request of my Cc company and called Yodacare again who said oh we are sorry it will be another week. I have put in a dispute with my Cc company but this is crazy. These people are very unprofessional and I feel are committing fraud tricking people into thinking something is wrong with their computer.

Desired Settlement: I would like a full refund I am stuck paying interest due to their lack of response and fraudulent behavior.. This company should be reprimanded and closed at the very least. Misrepresenting themselves as ********* is just wrong. Its not right tricking people as they do.

Business Response: Dear *****,
thank you for writing me. I have read your complaint and left you a message. Please allow me to use this opportunity to express my regret regarding your experience with Yoda Care. Tech Matrix is a parent company to Yoda Care, and as such we are not directly involved with customers, but I am here for you to assist you any way I can, in order for you to receive your refund. Feel free to call me at ###-###-#### I will be more than glad to talk to you and help you. Regards, Sophie S****

9/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company hacked into my computer and planted a bug that caused my computer to stop and the computer stated there was a serious ****** ***** on my computer. The message stated to cal* ********* right away to correct the problem and gave a number. When I called the number they went onto my computer and stated that I needed a fix that was $300 plus. Being a senior I could not afford so they reduced the amount to $189.99. They kept insisting on a credit or debit card but I suspected something else going on so I continually refused to provide any payment information and refused the service. My son-in-law checked my computer and found a minor problem, which he fixed. However, this company continues to call me two or three times a day and I continue to tell them not to call me any more. I have filed a complaint with the State of NC Justice Dept. Consumer Fraud and this company continue to call me. I have been harassed so much I have had to go to the hospital emergency room twice because of stress/blood pressure/chest pains. My granddaughter relayed this info to them and on one occasion even told them I had died but they will not relent. They continue to call trying to tell me that I paid for their services when I did not. I just need them to stop calling me before the stress gives me a heart attack.

Desired Settlement: I need for this company to stop calling and harassing me before they continue to cause me health problems. I am also on the National and State of NC DO NOT CALL REGISTRY so they are violating the law.

Business Response: Dear ****,

thank you for writing me. My name is Sophie S****, and I am a new manager at Tech Matrix, parent company of **** ****. Please allow me to express my deepest regret regarding your experience. I took my time to investigate in order to see what happened, and first of all **** **** service is inbound only service. They do not have ability to make phone calls only to receive them. I am not sure at this point, who is calling you. But I am sure no one from Tech Matrix or **** **** is calling you. But please feel free to contact me at ###-###-#### I would really like to see what we can do in order for this calls to stop. I am deeply sorry for your health issues regarding this calls. There is no reason, why you should be called so many times. If I would know phone numbers from where this calls are coming to you, that would certainly help to investigate further. I am wishing you all the best, and looking forward to speak with you. 

With deepest regards, Sophie. 

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:

Der Manager:
You are either naïve or coy.  **** **** is the one calling me constantly telling me they are my computer tech support.  Since I live in North Carolina I have filed a complaint with the NC Justice Dept. on ********/Tech Matrix business practices and violation of state and federal "DO NOT CALL" laws.  I am following that up with the U.S. Justice Dept. complaint.  Trying to get around the DO NOT CALL laws with your practices is not acceptable.   Oddly enough, since filing this complaint, the calls have stopped.  Of course, you wouldn't know anything about that either, RIGHT? 

 

 

 

 

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


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




 

9/21/2015 Problems with Product/Service
9/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my computer on Sept **, 2015, On Sept **, 2015, late at night, I used my computed and something pop up and it says my computer has virus and I need to call the 800 number. I called the number because why would my computer get a virus, I just bought it and I installed ******. I spoke with a guy and authorized him to fix my computer, but I didn't realize that I had to pay $187+ (1 year security and 1 time to fix my computer). I want to know if this business is legitimate. I had a ****** security protection (the tech guy removed the ****** security protection when he was cleaning the so called virus. He said the name of the virus is Koobface. I believe that I paid too much for the service.

Business Response: Dear ****,

Thank you for writing me. I have read your complaint, and please allow me to use this opportunity to express my regret regarding your experience with **** ****. A fill refund is issued to you in form of a check #**** in the amount of $187.00 and will be mailed to you today via certified mail. Please let me know if there is anything else I can do for you. My phone ####-###-####
Regards, Sophie. 

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,

**** *******



 

9/18/2015 Advertising/Sales Issues
9/17/2015 Problems with Product/Service
9/17/2015 Billing/Collection Issues
9/17/2015 Guarantee/Warranty Issues
9/17/2015 Problems with Product/Service
9/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This business infected my computer with spyware that popped up indicated there were problems with my computer. There was a phone number along with a loud voice on the computer that told me to contact this merchant who indicated my computer was infected with multiple viruses and I needed to pay them to fix the issue. The merchant infected my computer with a virus, there very well may have been additional virus on the computer, but the only reason I dealt with this merchant was because of the virus they infected my computer with. They took advantage of me and provided me with a service under false pretenses.

Desired Settlement: I definetly want my money back.

Business Response: Dear *****,

thank you for writing me. Please allow me to express my regret regarding your experience with **** ****. Tech Matrix is a parent company to **** **** and a full refund is issued to you in form of a check #**** in the amount of $103.00, and it will be mailed to you via certified mail on Monday 09.**.2015. Please  feel free to contact me if there is anything else you may need. My name is Sophie S**** and I am a manager at Tech Matrix. My direct email is ********************************** 
Regards Sophie. 

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 will be resolved upon receipt of my check for $103.

Sincerely,

***** *****



 

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company plays on scare and panic issues regarding supposedly virus infections on the computer. They answer the phone as "********* **********" but transfer you to a third party "*********" to work on the "problems". Before long, they are scaring you so that you will buy a service contract for two or three years. They get into your computer to supposedly fix the viruses and install their antivirus product and software.

Desired Settlement: Refund charges to my credit card.

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

Thank you for writing me. My name is Sophie S****, I am the new manager at Tech Matrix which is a parent company to **** ****. Please allow me to use this opportunity to express my regret regarding your experience with Yoda Care. A full refund is issued to you [ck#**** *******] and it is going out tomorrow via certified mail. Please let me know if there is anything else I can do for you. Thank you.

Regards, Sophie S****.  


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



 

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received a pop-p on my computer alerting to virus . Was given a phone #to take care it .They took control my computer and then transferred to a company called **** ****. Then had me e sign a document charging me 143.99. After doing did this did a BBB search only to find out they have an F rating. I cannot do business with a company like this I would like a full refund of monies.

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

Thank you writing me. My name is Sophie S**** and I am the new manager here at Tech Matrix, which is a parent company to **** ****. 
I understand your concern regarding the rating, and I would like to inform you that a full refund is issued to you [ck#**** $143.99] This check is going out tomorrow via certified mail.
Please let me know if there is anything I can do for you.

Regards, Sophie S****.

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



 

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company locked up my computer remotely and scammed me into letting them "clean up" my files, saying that my firewall protection had failed. Don't yet know the extent of the breach. Have c.hanged my charge acct. number and computer password this,owning. (They contacted me about 12:30-1:00 a.m.

Desired Settlement: Cancel charges and no further contact by any means.

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

my name is Sophie S****, and I am a new manager at Tech Matrix, which is a parent company to **** ****. Please allow me to express my regret regarding your experience with ********. 
 have contacted them, and they have issued you a full refund in the amount of $269.99 with the refund confirmation # **********. Please allow few business days for this refund to appear on your card statement. Thank you. Please let me know is there anything else I can do for you. Regards, Sophie. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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

I will be waiting to see the credit on my charge account. Thank you for your attention to this matter.

 

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Believe I was sold this Virus protection under false pretences. My computer stopped working and I could not get the message off my screen until I called one of their "Technicians" he told me my computer was infected and I had no Security installed. I know for a fact I did-because when they installed their $399.99 software they asked if they could uninstall my old security software. I'm disabled and I felt it was what I had to do. two days later I realized this was a scam and I cancelled. I received this email and it's been 10 days and still no refund. I cannot dispute with my Credit Card company until it's been 15 days. I'm anxious to get this squared away. there's no telling how many people this company is deceiving: YodaCare Customer Service Team Aug ** (13 days ago) to me Dear ********* * *****, Your Customer ID with us is ************. This is in response to your request for refund on your account with us; we would like to inform you that a full refund of $399.99 has been processed on your account and your account is no longer active with us. 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. Anytime you want to check on your refund status, please call on our toll free number ###-###-#### from Monday to Friday, anytime between 0900– 800 hrs (PST) and our customer service team would help you. You can also write to us at **************************** Regards

Desired Settlement: Refund of $399.99 to Credit Card used.

Business Response: As per the desired settlement of the customer, a full refund of $399.99 is already processed with the refund confirmation #********** on **** of August 2015 and the amount should be reflecting under customer's account within 5-7 business days from the date it was processed i.e., **** of August 2015.

We have also tried calling the customer in this regard to clarify any doubt she may have on us as we are a legitimate company and we really work hard to please our customers, however, 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.  The company said they tried to reach me,but I have no record or knowledge of that.  

Sincerely,

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



 

8/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The merchant infected my computer with spyware that popped up indicated there were problems with my computer. There was a phone number that connected me to this merchant who indicated my computer was infected with multiple viruses and I needed to pay them to fix the issue. The merchant infected my computer with a virus, there very well may have been additional virus on the computer, but the only reason I dealt with this merchant was because of the virus they infected my computer with.

Desired Settlement: The only acceptable resolution is a full refund.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $159.99 with the check #**** to the customer. The check should reach the customer within 5-7 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.

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.

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.


Regards,
YodaCare

8/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: received a pop-up on computer and had a phone number to which I proceed to call they told me that my computer had a virus and that a tech could take care of it. So then they took control of my computer and proceeded to transfer me to a company called yoda care. Then they had me e sign a document charging me $171.98. I should have known better.

Desired Settlement: Refund and stop the scammers

Business Response:

As per the desired settlement of the customer, we have processed a full refund of $171.98 with the refund confirmation #**********. The amount should be credited within 5-7 business days to the customer's account.

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.

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.

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.


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 when I get my refund the matter will be resolved.

Sincerely,

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



 

8/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Yoda Care charged me for services that they did not perform and it has been over 30 days and they have not refunded the money back. Company keeps telling me within 7-10 days. Money was taken from my bank account May **, 2015 and it is now July *, 2015; Still no refund.

Desired Settlement: Refund

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 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. 

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 have determined that my complaint has NOT been resolved because:

I am responding to the complaint ID ********.  I did receive a check for the refund which was due to me from Yoda Care on July *, 2015.  I deposited to my bank account and it was returned to my bank.  Now I have also incurred fees for a returned check.  Please advise in what I am to do now? 
Thank you.
****** **** 


Sincerely,

****** ****




 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

To whom
it May Concern:


I did
respond to this complaint on 7/**/2015.  Stating that I did not receive the
refund from yoda care.  I do not want this case closed.  In fact if I can take
legal action against this company I would like to do so.

If you
could help in this process.  Or guide me through any other further action that
can be taken against this company it would be greatly appreciated.  This company
has to be stopped.

 

I did
receive a telephone call from Yoda Care last week stating that they would send
me a certified check for refund of the amount of $269.99 + the returned check
fee from the previous check that I received from them. I have NOT received the
certified check.

 

This is
getting quite ridiculous.  This company is VERY FRAUDULANT!!!

 

Thank
you,

****** ****

 

 

 

 

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


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




 

Business Response: We have sent a certified check to this customer on 08.**.2015. We have also notified via email this customer that the check is issued and that is mailed to him. The same attachment that is attached here was emailed to this customer. Thank you. 

8/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My son was misled as a pop up advertisement occurred and he feared there was a problem with our new computer. He did call the number given but was then led to believe he must fix the problem immediately and the only way was to pay over $300. a technician then walked him through several steps to install the product. There was no explanation of exactly what he was purchasing or if there were any further options but only that it was impressive that this happen immediately. Within hours after I realized this was done I called the company and asked for my money back as they clearly stated in their advertisement that there was a "money back guarantee" They continued to try to convince me that there was a problem with my computer and that I needed their product. I was very clear that I did not want it and that it was sold under false pretext to my son who was not authorized by me to do so. I repeatedly asked if they were going to honor the money back guarantee and I was never given a direct answer. after nearly abhor on the phone attempting to get answers the customer service then stated they would reduce the price to a one time service charge of $150. In the advertisement there was no such "one time charge listed as an option. I then asked them to tell me exactly what technical support I received other than assisting to install the program and again was given no direct answers. It does state in the guarantee statements that there would be a $69 dollar non refundable charge but even at that I am being charged $150. I am not yet aware if I can stop payment at the bank . we will be checking first thing in the am. The charge was made on my sons card although I am the person filing this complaint. I did not appreciate a company claiming I had malware or any problem with my computer when it was not true and I expect a money back guarantee to be honored. I do not expect to be lied to when I asked to speak to a person in higher authority. I do not expect to have my questions skirted around when the questions were very clear. I do not expect to be deceived when I am dealing with any business that leads an unassuming young person to buy something that they did not have full disclosure concerning. And I certainly expect to be treated with respect when dealing with a customer service agent. I cannot say enough about my poor experience with this company and their deceitful and dishonest practices. I hope that there is a way to resolve this problem.

Desired Settlement: I expect full refund due to the deception that led my son to purchasing an unknown product. I expect the money back guarantee to be honored. At the very least I expect to not be charged for a one time technical service that was not appropriate, helpful, listed in the advertisement or disclosed prior to service. I feel this one time charge was a excuse made up by the customer service representative to not honor the return requested.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $242.99 with the check ***** to the customer. The check should reach the customer within 5-7 business days.

We have also tried calling the customer in this regard to clarify any doubts he may have on us being legitimate and regarding $69.99 charge, 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.

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. In this case, we have helped the customer resolve all his issues and the customer has given us resolution confirmation and permission to close the case as resolved.


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,

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


***** ****** ******* was a pleasure to work with and resolved all issues quickly and effectively.  
 

8/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was on ******** on my computer when these pop ups came up and voice saying major problem with my computer and to call ********* at the toll free number given on the pop up. I thought it was legit because our credit card had been hacked. Charges from Kuwait. So I called and they said it had been hacks ** by someone in Russia and they could fix it for $369.99 and &59.99 service tech charge. No I find out they are they ones who did the pop ups. I have ant a full refund of all my money.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check for $430.00 with the check #2486 to the customer. The check should reach the customer within 5-7 business days.

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.

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.



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,

*** ***



 

8/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Yoda Care's advertising was a scam and signed me up under the false pretenses of being a certified ***** dealer. They had a pop-up on my computer causing me to think my computer was infected with a virus. As a result I spoke with them and they told me it was imperative I had my laptop fixed. They said they were certified by *****. Immediately after signing a $369 contract I realized I was not comfortable with the contract and tried to get out of the deal. They agreed to a $210 refund as a one time "fix it fee. Since that time, my laptop has not been fixed. In fact, I called ***** and they told me they never heard of Yoda Care. I also researched the company and realized how many other people have been scammed by this company. I had an ***** technician help me remove the software they installed on my laptop and then spent half a day calling all my banks and changing all my passwords to prevent them from hacking into my files.

Desired Settlement: I would like a two-fold outcome. 1. A complete refund of all my money 2. An investigation into this company's practices so others are warned about their scam.

Business Response: We from Tech matrix, parent company of YodaCare are issuing a $169.00 refund ck#****. Yoda Care will respond separately to this claim, since they had a direct contact with this customer. Thank you. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

8/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A series of pop ups wouldn't allow me to access my computer after trying to watch a TV show online, so an official looking *** ***** stated to call a *** ********** technical support number, which ended up being ********. After talking to a representative named Manas G***** for nearly an hour, while he had access to my computer for 'servicing purposes', I paid for a firewall through ******** for $242.99. I felt pressured to purchase this package, and the representative continued to say that ******** was affiliated with *****. He also was unprofessional, as he continued to call my cell phone after I hung up when I became very upset with the service, and also still had access to my computer through the remote access he set up, so he continued to write text trying to comfort me. He said that he would have the charge erased from my account. I blocked the number on my cell phone and shut down my computer and did not use it for 4 days afterwards. After I began to use my computer again, I felt very odd about it, so I decided to call customer service in order to get a refund for the $242.99 that I paid. When I called, the number sent me right to technical support, which led to a discussion with the representative from ******** to try to sell my the product that I already didn't want in the first place. I was transferred to the customer service line, and they were not helpful. First, they told me that I was not eligible for a refund of the full $242.99 because they already installed the software, which was from an independent contractor. Instead, they would give me a refund, but would have to deduct $99.99 for the services they already had done to my computer. I had searched the refund policy prior to this call, and it said on the ******** website that I would get a refund with a deduction of $69.99. I mentioned this to the representative, but she tried to refute this claim on the website. Then, I asked her who the company they contracted with to install this software, as I felt as the consumer and person who's computer was installed with it. She said that they were not at liberty to disclose this information. I explained that it was my computer and I deserved to know that information, and she, in turn, said she had to talk to her supervisor. I was put on hold, and when she returned, she said her supervisor said she could give me a discount, where I would only be deducted $69.99. I continued to ask why I wasn't able to know the name of the contracted software company, and then asked to speak to her supervisor, which led her to put me on hold again, to go speak to them. When she returned, she said I was going to be given a full refund, which would be paid in 7-10 business days.

Business Response: We from Tech Matrix are issuing a full refund to this customer: ***** ***** in the amount of $242.99. **** **** will contact this customer separately since they communicated directly with this customer. Thank you. 

8/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They got into my computer somehow and sent message that my pc had been infected with spyware. Their vocal message would not shut off. A drop down box gave a number to call. The box gave the impression that it was from *********. The technician mislead me about the protection I already had on my computer. I could not shut off my pc or get out of their site. He also said I had 5 days to decline what they were doing to my pc. I had to take it to a local company to get their stuff off. They told me to change all my login IDs and passwords after they were finished, which would have given them access to those. When I called the customer service number Yoda Care provided they answered tech support and they were very rude and tried to be intimidating. I told them I was not satisfied with their work since the only one invading my pc was them, and that I would not pay the bill. I told them not to call me anymore and not to contact me in any way. They have been harassing me with phone calls every day since then, some very early in the morning.

Desired Settlement: I have contacted the credit card company to stop payment. I have since discovered that this company has an "F" rating with the BBB, so they probably won't stop. If you think this will lead to further harassment, just keep the information at the BBB. Thank you.

Business Response:

As per the desired settlement of the customer, we have processed a full refund of $219.98 with the refund confirmation #********** on *** of August 2015. It will take 5-7 business days to reflect the money in customer's account from the date of processing.

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.

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 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

8/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was scammed by this company 6-**-2015. They popped up on my coputer saying I had been hacked & had viruses, etc plus security issues. I believed it to be ********* & called the number give & they led me to believe they worked for ********* & I bought it & paid them $392.98 for necessary work & contract for 3 years. They sent an email saying it was for one year. Doesn't matter because they got into my computer & removed all my protections including firewall. Told me they had installed Yoda. I felt uneasy afterward & went into ********* defender & discovered I had no protections so called ********* & they cleaned it up & installed ***** ***** software for security. I called this company & told them I wanted my money back & they argued with me. I would like to recover this money as I am ** & live on social security.

Desired Settlement: Just my money back. They claim to be a third party for ********* & ********* says they have no third parties or popups on the screen. They told me I had been scammed & to call my credit card co but they told me to call Tech Matrix to ask for a refund. Without help I won't because even though they said they would refund it they argued too much for me to believe they are serious about refunds.

Business Response:

As per the desired settlement of the customer, we have processed a full refund and have issued a check on 07.**.2015 for $392.98 with the check #**** to the customer. The check should have already reached the customer by now.

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.

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.


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 received what appears to be a COPY of a check on Saturday, July **, 2015. Envelope stamped "Returned for postage". Why would I accept this check when they have already partially reimbursed me through my credit card company?  If it were in fact a real check, why then did they send me an email telling me they were refunding the amount of $333.00 & why was this amount credited to my *********** credit card on 7-*-15 from ******************* ************? The check was written for the full amount owed of $392.98. It would not have been legal for me to cash this check. All I really want is the balance of $59.98. I am unable to send an attachment without a scanner for the check but I can forward the email they sent me regarding the $333.00.

 

 

 

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


Sincerely,

**** *****




 

Consumer Response: Better Business Bureau:

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

This company is not being honest. They processed a refund to my *********** on 7/*/2015. I just checked my account & also spoke with an employee concerning this transaction. It was indeed processed & credited to my card account in the amount of $333.00. I am purchasing a printer to prove this transaction did process okay & that I did indeed receive $333.00 toward my refund. It will also show $392.98 charged to my account on 6/**/2015. They have never tried to contact me by telephone as stated as I have my phone with me at all times & even if I missed a call I would be notified of the missed call. There was no such call made to my telephone-another lie. I only want the
remaining amount of my refund of $59.98 & will not relent until I receive it. They have no business scamming people but obviously they do as evidenced by the 59 people ahead of me.

 

 

 

 

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


Sincerely,

**** *****




 

Business Response: Our records show that the customer already cashed our check #**** in the amount of $59.98 on 07.**.2015. Please see attachment. Thank you. 

8/12/2015 Billing/Collection Issues | Complaint Details Unavailable
8/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was on the internet yesterday when pop up boxes came up saying my computer was being hacked and I should call this number right now **************. I could not use the computer and it would not shut down, but the screen that was up was windows ********* defender and that it who I thought I called. I feel I was deceived and that their company is the one that created the problem. I believe this is a scam and it should be stopped. While they had access to my computer I do not know what personal and financial information about me they may have taken. I am ** years old and these things really upset me and cause me emotional stress. Now I have to change all my passwords and other financial information. Since they were in my computer I am getting a lot of messages from my ****** antivirus that it is blocking users trying to log on. This is totaling a scam and they may be the hackers.

Desired Settlement: Refund and they stop scamming people.

Business Response: We from tech Matrix are issuing a full refund to this customer: check # **** $256.49.
**** **** will respond separately, since they are the fund that had a direct contact with this customer. Thank you. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

7/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April **, 2015 I purchased 2 computer support plans from YODA CARE. They charged me $369.99 twice. My account # is **********. Our computer problems have not been resolved although they supposedly worked on them. We got a phone call from them last week telling us our email had been scammed and we better pay $469.00 right now to protect ourselves. I told them I had to discuss it with my wife and I went on line to check them out. The phone numbers they used were *************, ###-###-####, ###-###-####. I found out they were scammers. We would like our $739.98 paid back from April. This outfit needs to be run out of business.

Desired Settlement: I would like our $739.98 repaid in full. This business needs to be closed and fined.

Business Response: I am issuing a full refund to this customer in the form of a check #****. I would like to use this opportunity to express my regret regarding the experience this customer had with Yoda Care.
They will respond separately in regard to the very same experience, since they interacted with this customer directly. Thank you. Sophie. 

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,

**** *******



 

7/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June **, while working on my computer a warning popped up to call a. Toll Free number immediately. The message was made to appear that it had come from ********* Windows. I called the number and was sucked into their contentions that my computer had been infected and that I needed to act immediately or risk grave consequences. They showed me some kind of report that indicated if I did not act immediately and purchase their tech support I would have serious security issues. I did not realize I was being duped, until after I had agreed to provide credit number. As he worked on my computer, I turned it off and told him I wanted cancel my order. He said I couldn't. I said you said money back guarantee. I hung up and did quick ****** search and found that I had fallen for their scam. He called back and I just insisted they cancel order. Lost call and tried 3 or 4 times that day to talk to customer service. Each time if they did answer, I would be sent to some who could help me but the line would go dead. Finally on June **, I received an email stating my $269.99 would returned to my account in 7-10 business days. This has not happened. I have sent 2 follow up emails with the Customer ID:************, they had given me, but no response. I see that you have helped others with this same problem, and hope you can resolve it for me.

Desired Settlement: I hope to receive a total refund of $269.99, if for no other reason than to stand behind their money back guarantee. I also believe I may bring this company to the attention of the Minnesota Attorney General. It appears they have been using these tactics for sometime.

Business Response: We at Tech Matrix are issuing immediately a full refund to the customer in the form of a check #**** in the amount of $269.99. 
Yoda Care will respond separately regarding other customer's concern, since they interacted with the customer directly. 
Thank you. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *******



 

7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Problems with Product/Service | Read Complaint Details
X

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. 

7/9/2015 Advertising/Sales Issues | Read Complaint Details
X

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
X

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

7/4/2015 Advertising/Sales Issues | Read Complaint Details
X

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
X

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
X

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,

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



 

6/17/2015 Problems with Product/Service | Read Complaint Details
X

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
X

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
X

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
X

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
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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
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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
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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
X

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
X

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.


 

 

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

  

?

 

 

 

 

 

 

 

 

 

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,

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



 


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