Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an HP laptop five years ago.
  There hasn’t been any technical problems until recently.  It has been shutting down randomly. There
  hasn’t been any maintenance on it, so I tried to open it to remove dust that I
  am sure had been collecting on the parts. Unfortunately I was not able to
  remove the top piece of the laptop.
  I checked online for repair stores and
  contacted Elm Computer Services, *** **** ******* His prices seemed the lowest
  than other companies. I took my machine to the store and talked to Neil *********** Told him it keeps shutting off. I am hoping it will not be too
  expensive to fix. * ** ** ********** *** ** *** **** ** ****** * **** He said,
  “Call back in a couple of days.” When I went back to the shop, he told me I had
  to clean it, the fan had to be removed and glued back in. He had to upgrade the
  windows to 10 because it was running on Windows 7. He charged me $******* * ***** * * *** ****** ** ***** **** **** ***** * I paid for the repairs because
  I thought he had fixed it and he didn’t suggest otherwise.
  When I arrived home, I plugged the laptop
  in and started doing some work. After about 10 minutes it did the same thing,
  shutting down. I called him the following day. He said, “Bring it back to the
  store.” * **** *** *** **** ****** ****** *** ****** ** ** *** ***** ** ***** Neil said, “He’ll have his repair guy look at it again.” Will not charge me for
  any further repairs. I went back down to his shop two days later. He said, “The
  problem could be due to the battery. It does not snap in because the hinges are
  broken.” My repair guy screwed the battery into the laptop. I took it home and
  to my frustration the laptop was still shutting down.
  I took the laptop back to his store again.
  He said, “We’ll fix it and I won’t charge you for the continued work.” * ******* ** ****** *** ****** *** ****** ** ***** It is still not working
  properly *** *** ******* ****** ** *** ** *******. I asked him if it could be
  the power cord and charger? He said, “Yes, they can fail.” So why didn’t he ask
  me how I am connecting it at home? What circuit power the building has. He did
  not mention that he had the power cords at his shop nor say that it is not my
  connections. He said that I had my laptop running on the internet for a couple
  of hours at the shop and it didn’t shut down. ** ** ** ******* *** ***** **** how come he did not question how I had plugged it in. How can it work in his
  store but when I get it home it doesn’t?
  By this time, I was getting really
  frustrated. **** **** * *** ** ****** ** ** *** **** ** *** ******* ** *** *** ***** ********** **** ** ** ******* ** ** *** **** *** **** ** ** **** ******** ********** ** *** ******. This should not be happening. ** ****** **** **** ** ***** ***** ****. T*** ***** ** **** ** *** *********** **** ** ** ** ******** **** *** **** *** ** *** * ****** ****** ******** *** **** *** ****** ***** **** *** * *** ** ********* ** ********* ************ I left it for about a
  week. During this time he did not call me revealing that he did not find the
  reason for my laptop shutting down. I had to call him and he informed me that
  the motherboard is no good, it cannot be fixed. He suggested that I buy one of
  his laptops for $******. Will not charge me for transferring any files over.
  
  
  I am not going to buy a laptop from him.
  *** ** * **** ***** **** ** **** **** ** ** ******* *** **** ***** **** * **** **** *******. Due to an accident I was not able to call Elm Computer Repairs
  until September 19, 2022. I gave him my name, he said that he doesn’t remember
  me. He has been out of town for a month. I told him he charged me $******
  repairing my laptop and then you told me it can’t be fixed because of the
  motherboard. He then responded that he does remember me now. I said, “ I did
  some research and found that if your laptop is three to five years old and is
  not worth fixing, it is best to get a new one.” He replied, “That’s news to
  me.” I was informed later than an older laptop can be fixed but it depends
  what’s wrong. It could cost very little or too much. Also, one issue is older
  machines you sometimes can’t get parts for repairing. On the average you most
  likely need to buy a new one. He didn’t mention it depends.
  I said, “You did not quote me a price
  before you started working on it.” Then I had to bring it back and forth to the
  store two or three times. He said, “Sometimes you can’t tell what’s wrong.” I
  mentioned again I lost $****** and I don’t have a working laptop. I feel I
  should get my money back and I want my laptop. He said, “People fix items for
  people and sometimes it doesn’t work out.” You are saying they shouldn’t get
  paid if it is not done to the customers satisfaction. I commented I paid to
  have my laptop to be repaired and it is not. This is not right for what
  happened. I lost $****** and I don’t have a working laptop. He said, “I think I
  was reasonable. I continued to work on your laptop without charging you.” You
  could buy one of my laptops and I won’t charge you for transferring files. I
  said, “No, that will cost $******* I can get a new one.” I want the $****** and
  my laptop back. I lost the money and have no working laptop.
  This is not fair. He said, “You keep on
  saying that.” And he rudely hung up on me. * ***** ** * ********* **** ********* **** **** *** ***** *** *** ********* *** ****** **** **** *** *** *** ** ****** ** ****** **** ** *** **** ************ *** **** ****** ** **** *** ****** * ***** ***** ** *** ** ****** ** ** *** ****** ** ** **** *** *** ** *** ****** *** *** ** ***** ***** ******** *** **** * ************ ******** ***** *** **** ******* * *** **** ******** ******* ***** ***** ********* **** ******* ** **** **** **** ********** ******* **** **** ******** ** ******** ***** *** **** ****** ** ******** ***** ****************
  ***** ***** *** *********** *** ** ******* ***** **** ************ **** *** ********** ***** *******
  **** *** **** *******
  ****** ******** ******* *** *** ******
  **** **** ******** *** ******* * ****** ******** ******** ** ***** ******
  ** ***** ** * ******* **** **** ****** ******* *** ***** ***** *** *** **** ****** ******* ****** *** **** ** ******* ** *** ******* ** *** ******* **** *** **** **** ******* *** ******** ***** ***** ********* ***** ** *** ******* ***** *** ******* *** ** ****** ***** ** ***** ***** *** ****** *** **** ******* *** *******. I always had my laptop
  plugged in. There was no problem with my battery not powering, dead. Each time
  my laptop shut down it was sitting idol. So why would he think it is the
  battery and screwed it in so it no longer will be loose.
  I question as to whether my laptop had any
  viruses or malware. **** ***** **** * ****** *** * ***** ***** *** * ****** ** ****** **** **** ******** *** **** **** **** ** ******* ***** ******** **** ******** ****** ********* *** *** *** * ***** ** *********** ***** ** ******* *** **** ****** ****** **** *********** ******** **** ***** ** ******* ****** ******** ******** **** ** ********** * ***** ******** ******** ** ***** ** ****** **** ************ * ***** ** ** ******** *** * ** **** ******* ** *** ******* * ****** ******* ********* * ****** ** **** ***** ****** **** ******* ***** ** ******* *********** ****** ***** *** ********* * *** *** ****** *** ** ***** ********* * ** *** ** ** ******** ***** ********* * **** ******** ***** **** *** ***** **** *** **** *** ****** ***********
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  ********* ******* * ** ******* *** ****** ******** ***** ** ***** ********* ** * ******* ***** ******* ** * *** **** ** ******** ****** *** ******* * ******** * *** ** ** ****** ******** ******* *** ******* ******* ****** ***** ** ******* **** * ***** **** ******* ** ******* ** ******* ** ******* ** *** ******* *** ***** * *** ** *******
  *** ************ *** ****** ****** *** *********** **** *** ** *** ** ****** ********** ******* ****** ***** ******** ******* ** **** *** **** ****** * *** *** ** **** * ***** **** ******** ****** *** ******* ** ** ****** *** ** ******* ********** *** ********** ** ****** *** **** *** * **** ** *** *** ** ** *** *** ** *** ******* ** ******* **** ** *** *** **** *** **** *** *** ***** ****** ***** **** **** ******** * ****** ** *** ***** **** *********** **** * ******** ******* ******** * ****** **** *** *** *** ***** ********** * ***** **** ** ******* ******* *** ***** ****** ** ** ******** *** ***** ***** **** **** ** *** ******* *** ***** **** ** ***** ** ********* **** ***** *** ****** *** *********
  *** *** ********* ***** **** ******* *** ***** *** **** ********* ******* ** **** **  *** ****** *** ******** **** ***** ** ** ***** **** ** ******* *** ******** ** ** *** **** ** **** ***** **** **** ***** *** ** ** ****** *** ***** **** *** **** ******* *** *** ***** ***** ** ***** ** ********* ***** ** ***** ****** *** ******* *** *** ******** ******* ** *** ***** ** **** ** *** ***** * ***** **** ***** *** **** ** * ****** **** ***** ** ** ******** ** ** **** ** **** ****** ****** *** **** *** ******** **** **** ** **** ***** ** *** **** ***** ***** * **** ******* *** ** *** **** *** ******* * ****** *** ** *** **** ***** ********* *** ******* **** *** ********* ******* ** ******** ** **** **** ***** ****** ** ******* *** *** **** ****** ** ** ****** ** **** *** ***** *** **** ***** *** ****** ******* * ******** **** *** ** **** ** ****** **** *** ***** ** ***** ****** * ***** *** ** *** ** ******** ******** ***** **** * ******* ******** ** * *** *** ** **** * **** * *** ******* ** ******* **** *** ********* *** * ** ******** *** ** ***** ** *** ** ******* ** **** **** **** ***** ** ** ******** **** *** ********* *** ************** *** I should be
  refunded the $****** repair costs ***** *** ****** ** **. ** **** **** *** **** *** ***** ** **** ** ****** ** *** ***********
  
  
  
  
  
  
  

  Business Response

  Date: 23/11/2022

  Cathy ***** brought in her laptop because it kept randomly shutting off.   We immediately found that the laptop was overheating.  it is a common problem with HP laptops,  so we took it apart, cleaned all the fans and repasted the cpu with thermal grease.  we then turned it on and began testing it by running various spyware and malware programs.  we literally ran it for a couple of days and it never crashed once.

  In over 30 years I have never given a free estimate to a customer.  My standard speech when anyone drops off a computer, is that if it costs $**********, we will just go ahead and fix it.   If it is too expensive we will stop.   but there will always be a bill.

  When she brought the laptop back, we spent at least another 3-4 hours @ $**/hour that we did not charge her.  the tech completely disassembled the laptop this time and cleaned all components.  putting it back together it would now start to crash as she said.    putting a brand new hard drive in it, it would crash during installation.  

   

  In my opinion, what happened is that the laptop was run too long while overheating and that the motherboard is now failing.

  We are sorry that this has happened to Cathy *****, and have offered what we can to help, but no company in the world offers fix it to your satisfaction or its free.

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

  Customer Answer

  Date: 16/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  This letter is in response to the messages
  that Elm Computer sent to your business. He said that he immediately noticed
  the laptop was overheating and had been for some time which caused damage.
  If my laptop was overheating for some time
  I would have noticed. These are signs you would receive such as the machine
  takes longer to power up, the mouse and keyboard stops responding, and you
  receive error message warning the laptop is overheating. The only thing that
  happened was the laptop was shutting down. No slowness, no warning, I did not
  feel it hot to the touch.
  When I took my laptop to his store the first
  time he asked if it had been overheating. I said No, I haven’t noticed that. He
  said HP laptops are known for overheating. I told him it has been shutting down
  and I believe it is because it is dirty inside. Can you please do a complete
  cleaning, it has never been serviced since I purchased it. He did not do the
  complete cleaning till the second time I brought it to the store.
  He stated that he cleaned the fans and
  repasted the CPU with thermal paste. Looking at the receipt he gave me he used silicone
  paste which is not as good to use because it permanently sticks and later it
  will be hard to remove the CPU. It is also not as effective as the other types
  of compounds.
  If my laptop was overheating people
  recommend to update the laptop driver which he didn’t. He stated that he ran my
  laptop in his store for a couple days and it didn’t crash. If the mother
  boarding was failing or it was overheating then how could it run fine for the
  couple of days without any problems? Then how come when I brought it home and
  tried to use it, it was doing the same thing of shutting down. This does not
  make sense. If it was fixed then why did I have to take it back.
  In the letter he states that he tells the
  customers they will fix it up to $******, if too expensive they will stop. What
  is too expensive? He charged me $****** plus $***** taxes. That is over the
  $****** amount and he did not call me. In the letter he is saying that I only
  took it to him twice. This is not true.
  First: I Took it to him and when I went to
  pick it up, he charged me the $******. When I got it home it was still shutting
  down. Second, I took it back to the store. When I picked it up again, he said I
  think it was the battery. The hinge to hold the battery was broken so we
  screwed it in to hold it. Still not fixed. Third, I took it back. When I called
  him in a week, he said he had bad news. The motherboard is no good it can’t be
  fixed. He also stated he offered what we can to help. What offer and what help.
  All he said I could buy was one of his laptops for $******. I told him no, give
  you another ******, that would be $******. I could buy a new computer for that
  price. I guess he thinks he helped by continuing to repair the laptop without
  charging me. *** He should continue repairing it because it wasn’t fixed. That
  is not him being helpful that is fixing it like it is supposed to be.
  The Statement- No company offers to fix
  your items to your satisfactory or it’s free. This is ridiculous. Yes, people
  expect to pay when a company repairs their product but it would be within
  reason. If it was fixed to where I can use it then fine, but it is not in
  working condition but I still lose the $******* *** ** **** ** *** *************
  ** ******* *** ******* *** *** **** ******* ** **** ******* ******* ** **** *** **** ***** ****** *** **** ***** ***** *** ***** *** *********  I did not know I was
  going to be charged for certain repairs without my knowledge until I picked it
  up. Some of the things he did I could have done myself. I should have been told
  what needs to be done and how much. Then to find out that it can’t be fixed and
  I lose the money I paid out already. He states there is always a cost. Sure, a
  cost for a diagnostic, the cost for it to be repaired to working condition. ** *** ******* ** ******** **** ** ******* ************* ***** **** *** ************ **** ** *** **** ****** ******* **** * ****** *** ******* **** *** ********* **** ** ** ** ******** ** **** *** *** ********* **** ** ***** ****** ** ****** ***** **** ** *** ************* ***** **** *** ************ 
  **** * ****** *** ** **** *** *** ****** ** ******** * ** *** ******* ** *** ****** **** *** ** ** *** **** ** ******* ** *** ************ They go ahead and start repairing the machine but they stop
  when it becomes too expensive. That he charges $***** an hour. I would have
  asked if it can’t be fixed or is too expensive, will I still have to pay the up
  to $******* If I was told his methods I would have not proceeded to drop off my
  laptop to his store.
  ******* who would want to pay the $******
  or more for a laptop that could run you up to $*************** To have to pay
  the $****** and buy a new computer. ****** ***** **** * *** ** ***** ** ** ***** * **** ** * ****** ******* **** ******* ****** *** *** *********** ************** **** *** *********** * ***** *** ***** *** ********** ******* ** *** **** *********** *** *********** I feel I should get my money and laptop back. ** **** **** ** ** ***** ****** ****** * **** **** **** ** ** ********* *** ***** * **** **** ****** **** **** ** ***** ****** ****** *** * ****** **** * **** * ***** ** ** ***** ***** ** * ** ******* * **** *** ** ****** *** ** * *** ** ***** *** ******* * **** *** ****** **** *** ******** ******* ***** ***** *****. If this not resolved then I will be forced to file for small claims
  court.
  ******* ***** * ***** **** ** ***** *** **** *** *** ****** *** ******* ** ****** ** ****** ***** * **** ******* ** ****** ***** ** *** ******** * *** ****** *** **** ****** * **** ** ****** ** ***** ********* *********** ** *** ************* ** ** ** ******* ** ** ***
  
  Sincerely,
  
  Cathy *****