ComplaintsforTekSavvy Solutions Inc.

• Initial Complaint

  20/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Teksavy fraudulently sent an account to collections under my name, which affected my credit. I have never had an account or any services with Teksavy. After speaking with the collection agency *** and proving to them who I am versus who they are looking for they have closed the account in the harassment, but still told me that Tecsavy it’s still persistent, and will not remove my fraudulent account from my credit. According to the collection agency, they are looking for a person with a similar name to mine even with a different email address and a different home address. I went to that address across the street for me to confirm and realize that the person they are looking for has already moved away. I have already called ******* to make a fraudulent complaint and after speaking with the collection agency, they are still telling me that I need to do this process because Tecsavy will not back down. I have been a ****** customer the whole time I’ve lived here at My Home. Months ago, I noticed my credit score went down and went to go Check it out only to find out a fraudulent claim has been put against my name. So I called ******* to make a fraudulent complaint and they removed it and then again it got put back on so I called ******* again to make another fraudulent complaint. *** collection agency after confirming all the details still told me that even after the proof teksavi will not remove anything even knowing that the customer they are looking for has a different address, different email, phone number, etc.

  Business response

  21/09/2023

  We can certainly understand the frustration here. Customer Relations will investigate this issue and try to get it resolved.

  Business response

  22/09/2023

  Hello, We are sorry it is taking longer than expected. We have contacted our TekSavvy Collection Department and explained the situation in detail. They in turn have been in contact with *** collection so that AIM would remove the collection from *******. Unfortunately, we do not know how long it will take for ******* to remove the collection. Hopefully it will not take long.

  Regards,

  Customer Relations

  Customer response

  22/09/2023

  
  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.
  
  Sincerely,
  ******* ******

• Initial Complaint

  19/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date: Mon. Jun. 19th. 2023 Account: TekSavvy Internet Service Account #**************** Issue: Closing of my mother's account (of which my name is on the account. I actually created the account for her initially several years ago). What happened: My mother was recently placed in a care facility. She can not speak, walk, or use email anymore because of her disabilities. I phoned Tekk Savvy and spoke with a service representative to cancel her account as she is no longer in the same household. The gentleman wouldn't allow me to cancel the account on her behalf and said it was impossible. I asked for special consideration given my mother is unable to tend to the cancellation herself and won't ever be able to. He stood firm in saying this was protocol. I asked to speak with his supervisor. Without hesitation, Harpreet, staff #**** joined the conversation and denied my request. She said I needed power of attorney to cancel the account. I have power of attorney and my name is on the account. She refused again. I asked her for another option. She said there wasn't any unless I received her email at her computer, and did the cancellation there, which I am 6 hours away from. How on earth can a company have no consideration for their customer when everything needed was in line(power of attorney and my name on the account), yet they still refuse the request of the customer. A simple cancellation of my mother's account is all that was needed. Being that I am a half day's drive away from her, I requested that Harpreet send me the email(My personal email on the account). She refused again. Hard enough as it is to see my mother being placed in a home for 24hour care, I wouldn't imagine giving someone such a hard time to cancel an email/internet service. TekSavvy didn't even try to rectify the situation or offer a solution that I was actually physically able to implement. The account will continue to be billed with no one using it. Unacceptable service. Regards, *****

  Business response

  19/06/2023

  Hello,
  We appreciate you taking the time to make us aware of this experience. 
  We are terribly sorry that cancelling the account went the way it did. 
  There are some legal requirements when it comes to cancelling an account, however we do not believe this case was met with any compassion, and for that we apologize again. 
  We are very grateful for the chance to speak with you over the phone, and organize the cancellation for you. 
  We are sorry again for what your family is going through, and we did not mean to make this any harder for you and your family. 
  
  Sincerely, 
  Customer Relations

  Customer response

  20/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  18/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our wifi with TekSavvy has been unstable since it has been installed. I pay $85/month for DSL 50/10. The wifi constantly cuts out every 5-10-20 minutes which is ongoing throughout the day. Other members of the household are full-time students and are reliant on the wifi which they are unable to do. As this has been going on we have been in contact with TekSavvy's customer support which has gotten us to know where. We have not received any support or credit for the issues meanwhile have had to utilize hotspots and data from our phones. While the issue is on going TekSavvy states they cannot pause our bill or credit us which puts us out $85 monthly for a service that does not work as it is supposed to.

  Business response

  18/04/2023

  We have emailed the Customer with a possible solution.

• Initial Complaint

  27/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 23: I arrived home from work to find my internet was still down from the night before. The modem was extremely hot to the point where the casing had warped. After a brief call to support a new modem was sent out. The woman I spoke to left a great impression but at no point mentioned returning the modem. not wanting to spend the weekend without internet I tried unplugging and plugging back in and noticed the device sparking. at this point I tossed the modem and power supply in a box of e waste July 27: The modem arrived. I found it odd at the time that the box contained no paperwork or instructions of any kind. But it was a simple matter to plug it in and call to get the modem activated. Again I was not told to return the old modem August 1st I went to E waste and disposed of the modem and various other e Waste Aug 9 This was the first time I was told by email to return the modem. I responded saying I believed it went to E-waste. Still I searched the house in case I was mistaken. The company's response was to point to one line in the service contract and to send me to collections for thevalue of the modem.

  Business response

  09/10/2022

  Good afternoon

  As per our Terms of Services, hardware that is not owned by the customer such as Loaned or Rental must be returned to us.  When Mr. Bouma signed up with TekSavvy he received a copy of our Terms of Services in a Welcome email.  Which outlines our equipment Loaned details which I will include below.

  Mr. Bouma, did not return a hardware (modem) and discarded it.  Charges for the hardware was applied to the account so that TekSavvy could recover their losses.  

  terms and conditions,

  Section 7.2 stipulates the following:

  Except for Equipment for which you have fully paid, all Equipment installed or provided by us remains our property and you agree that: •    You will take reasonable care with such Equipment; •    You may not sell, lease, mortgage, transfer, assign or encumber such Equipment; •    You may not reconfigure or re-locate such Equipment without our knowledge and permission; and •    You will return such Equipment to us at your own expense upon termination of the Services to which the Equipment related. If any Equipment belonging to us is lost, stolen or damaged or sold, leased, mortgaged, transferred, assigned, encumbered or not returned, you agree to pay us the undiscounted retail value of such Equipment, together with any costs incurred by us in seeking possession of such Equipment.

  Equipment/Hardware Policies

  
  Subsection 8.14

  All Equipment installed or provided by us, except Equipment purchased outright by you, remains our property and you agree to return such Equipment to us promptly when you no longer subscribe to the Service(s) in respect of which the Equipment was provided to you or when the Agreement is terminated. While in your possession, our provided Equipment may be charged to you as part of your Service Fees. We may require you to pay an Equipment deposit prior to providing you with Equipment. You agree to pay us the cost of any Equipment not returned to us upon disconnection or loss, together with any costs incurred by us in seeking to obtain possession of such Equipment. We may charge you all costs relating to repair or replacement of damaged Equipment..

  Business response

  12/10/2022

  Unfortunately, the customer did not comply to the ToS agreed upon at time of sign up and disposed of our hardware, we are unable to credit the outstanding hardware.

  Customer response

  13/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The company failed to communicate the return was required in anyway. this is a reasonable expectation. The fact is the company did not communicate that it should be returned and would benefit from it not being returned.

  
  Sincerely,
  
  Clarke Bouma

• Initial Complaint

  29/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Teksavy boasted that they would provide me with 10mbps internet, not once did I receive or even come close to getting said speed. When asked for a refund or credit for lack of service they proclaimed that I had to take time off work to have a tech come out but only after they waste hour on the phone with me the trouble shoot a problem, they last time I had to trouble shoot a problem over the phone it took over 40 plus hour, not even a joke, 40 plus hours to finally get them to come out and fix the problem. I don't know what world they live on but that's not providing meaningful service to your customers. I have speed test log to show that they never gave me anything above 5 Mbps.

  Business response

  29/07/2022

  Hello, 

  TekSavvy has reached out to the customer to try and resolve the issue. We will continue to work with the customer to come to a full resolution. At this time no credit report has been made against the customer.

  Thanks.

  Customer response

  03/08/2022

  
  Complaint: 17641515
  
  I am rejecting this response because: they haven't changed there stance on the payment they just repeated that they are not at all at fault for not providing proper service 
  
  Sincerely,
  
  Dalton ******

  Business response

  10/08/2022

  Good Afternoon,
  As per our terms of service, we do only guarantee up to speeds. Please see section 12.3 of our terms of service for more details.
  Terms of Service – TekSavvy
  We worked with the customer to try and get full speeds but customer did not wish to complete all required troubleshooting.

  Aubree
  Complaints Department

  Customer response

  12/08/2022

  
  Complaint: 17641515
  
  I am rejecting this response because: in previous tech issues with teksavy I spent 40 plus hours "trouble shooting" over the phone, that's a lost of 2000$ roughly at my hourly rate and they did nothing to compensate me for wasting so much time so it's highly unlikely that I'd be willing to submit my time again to a company that cares so little about there customer and there time, again this was no joke I spend over 40 hours on the phone before they would send someone out to fix there wiring mistake, not a very forward thinking company. 
  
  Sincerely,
  
  Dalton ******

• Initial Complaint

  20/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my service with Teksavvy in good standing. The modem's serial number for this is ************. I returned it with an adapter. I received an email stating that they received the shipment and wanted to return a laptop adapter - which I have no clue what that was. They said they will charge me $10 to return it to me. I told them I don't want to be charged for the shipping and that I never paid for any modem or adapter from them - that was why I returned it. I submitted a complaint to CCTS and BBB. I got a box and tape from the Canada Post office and packed it at the counter. I will continue to escalate this. I cancelled my service with Teksavvy in good standing. The modem's serial number for this is ************. I returned it with an adapter. I received an email stating that they received the shipment and wanted to return a laptop adapter - which I have no clue what that was. They said they will charge me $10 to return it to me. I told them I don't want to be charged for the shipping and that I never paid for any modem or adapter from them - that was why I returned it. Within two minutes they claimed they didn't receive the modem and would charge me. I mailed that modem and where I mailed it can confirm - It was at the Canada Post office. It is obvious their mailroom and office have a scam. Within two minutes they claimed they didn't receive the modem

  Business response

  18/05/2022

  Business Response /* (1000, 5, 2022/05/03) */ We have reached out to Mrs. M******* and explained the hardware return issue and has since resolved the matter. Thank you - TSI

• Initial Complaint

  19/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been dealing with internet connections issues, including slow speeds and intermittent outages since upgrading my services a few years back. I have been working diligently in trying to reach resolve in this issue since June of 2021. They are constantly creating a service ticket, inform me that a technician will show and multiple time no technician has showed up or showed up on the wrong scheduled date or the incorrect time frame. I have been passed around from one service representative after another. A second technician was finally able to trace a fault within my home that was causing speed/connection problems but the intermittent outages have continued. I had requested compensation at this point for inadequate service over the long period, the constant outages with no internet for up to 24 hours sometimes, all of my time on the phone with TekSavvy support, having to repeat their same troubleshooting steps, waiting on techs who don't show up and having no follow up myself with Teksavvy support representatives to find resolve and provide compensation support. They will silently close the ticket, then when I reach back out to them they inform me that a new ticket will need to be created and resolved before they can provide any compensation. I have started working with a supervisor by the name of Rod. He setup a service visit and again the technician never showed up and Rod never followed up with me and I again had to go through their call centre to track him down. We are still working to find resolve and I need your help to ensure accountability and compliance from both TekSavvy and Rogers Communication who is the cable provider in this instance. I am also looking for your support in getting retroactive compensation for all of the service disruptions and my time.

  Business response

  18/05/2022

  Business Response /* (1000, 5, 2022/05/03) */ Hello BBB - We have reached out to the customer to facilitate a full resolution within our Terms of Service. Customer has been provided a commitment of follow-through and further investigation into the customer service and provider complaints. Thank you - Patricia

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took Friday April 1st off work to let Tek savvy install fibre optic at my house. The appointment was made by 2 salesmen in my driveway about 3 weeks ago and they said they could make it happen no problem. They actually offered to do it earlier but I said no that's fine April 1/2022. I called 2 days before to confirm and have been waiting half the day for a morning appointment. I called them and now they tell me it is cancelled

  Business response

  10/05/2022

  Business Response /* (1000, 8, 2022/04/28) */ Hello, We apologize for the delay in responding to your complaint. We understand how frustrating this construction, and process has been. We have been in contact with the two separate contractors, that are essential in getting this work order completed. Due to unforeseen circumstances, the installation of the line should be completed within the next week. Once the contractors have completed the work order, our TekSavvy team will complete your install as a priority. Again, we apologize for the delay, and inconvenience this has caused. We appreciate your patience while we see this through. Thank you

• Initial Complaint

  25/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was moving into my new apartment, and I paid 220$ for teksavy to install internet nov 27, 2021. They didn't install it. And told me it's all set up and I now have internet. But I didn't and I talked to 5 different agents and they all kept telling me it was installed and I had internet. But I did not have any internet. I then called bell and asked them to set up my internet and it was done in 24 hours. I called up TD and explained what happened and they gave me my money back. So teksavy still got paid at the end of the day for a job they didn't do. I'm now getting harassed for 378.07$ because I owe them??? And I don't know what to do to end this nightmare.

  Business response

  15/03/2022

  Business Response /* (1000, 5, 2022/03/01) */ Good afternoon BBB, thank you for bringing this to our attention. I am an escalations manager here at Teksavvy and would like to assist with a potential solution with this customer. As is shown here, the customer mentioned that they did not want any additional contact from us, however I would really like to assist. Please let us know if we can reach out and communicate a rectification of this issue. We strive to ensure all our customers are satisfied, and with this situation I am confident we can come to a satisfactory resolution, but we do need permission to move forward. Please let us know at your earliest convenience and we will act accordingly. Thank you and we hope you have a great day!

• Initial Complaint

  24/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a longtime customer of Teksavvy (TS) for our internet (7+ years) in Kingston. I had to rent another property due to my wife's work placement in Oakville. I opened another account for this new home to have internet there, as TS stated it had coverage in that location. I purchased a modem from there under this assumption. This occurred over July - early August 2021. The technician came to our house, and said that TS wasn't actually able to be hooked up at our location. I talked over the phone with a TS representative after, cancelling this service under affable terms. I then waited for the return slip for the modem to be mailed. This never occurred. I'm a working medical professional, thus this wasn't on the top of my mind. The modem sat in the box in a closet. I received an email on January 19th 2022, from the TS collections department for a total of $146.84. I replied that I would be happy to return the modem as the services weren't provided, this was the first that I was aware of this, and that should solve the issue. A string of emails ensued centering around the core issue that since I had bought the modem (for the sole reason of having internet which was not provided) - 1. they would never provide a return slip for this and that they assumed they didn't need to. I had waited for a non existent return slip, which never occurred. When dealing with other companies, a return slip and instructions are provided in my experience - even if at the customer's expense - various departments receive shipments and for logistical purposes for tracking for both parties involved. I see similar complaints here about this issue. When I pushed back against this, I was rudely told that I could have ******* their address to do the return. I am quite surprised at the level of poor communication. They continued to push back, even when shown that they do this for rented modems.

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/01/26) */ Contact Name and Title: ********************* Contact Email: ********************* After expressing issues with charges related to unreturned hardware on a "Did no qualify" service, TekSavvy has agreed to credit back the related charges under the expected return of hardware. TekSavvy will be providing a return label via email to the client. Client has agreed to these terms.

*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. ↩