Complaints

This profile includes complaints for Karls Technology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Karls Technology

  2113 E Paso Fino Dr Queen Creek, AZ 85140-7878

  
• 

  Karls Technology

  2150 E Bell Rd Unit 1074 Phoenix, AZ 85022-2975

  
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  Porter Computer Repair Services

  17667 Main Porter, TX 77365

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  Tucson Computer Repair Service

  4604 E Grant Rd Tucson, AZ 85712-2619

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  Tucson Computer Repair Service

  Address on file with BBB Tucson, AZ 85710

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:08/03/2025

  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 am writing to formally file a complaint against Karls Technology regarding the conduct of a technician named *****, who visited my home twice on August 2, 2025. His actions were unprofessional, deceptive, and potentially unlawful.During the first visit, ***** diagnosed my non-working computer as having a power source issue. He stated it could not be fixed and advised me to purchase a new computer, assuring me he would return later to repair the old one for free. He also removed my old hard drive and told me to buy an external drive for data transfer.When ***** returned, he did not use the external drive as planned. Instead, he removed the new hard drive from my replacement computer and installed the old one. He was unable to connect it to the internet or complete setup. He claimed the company would not charge me, yet I was billed $250 for both visits, and my computer remains ***************** his suggestion, I bought a wireless USB adapter to access the internet. However, the necessary software must be downloaded onlinesomething I cant do without internet access.Customer ********************** later confirmed that Dalen should not have promised free service and acknowledged that swapping hard drives is not standard procedure. Despite this, they refused to send another technician unless I paid again and denied my request to speak to a manager.I later discovered that ***** took the new hard drive containing my computer license, which I consider theft. The refusal to return it or provide support without further payment constitutes a breach of trust and raises serious consumer protection concerns.I respectfully request your office to investigate this matter and take appropriate action to prevent similar incidents and hold Karls Technology accountable.Thank you for your attention.Sincerely,*** *****

  

  Business Response

  Date: 08/30/2025

  Below is the last correspondence we provided via email that you did not respond to:
  
  Thank you for your patience while we investigated your concern.
  
  
  As outlined during all booking calls, the engineers charge a minimum of one hour for time on site, with additional time billed in 15-minute increments thereafter. Before dispatching the next available engineer, all clients agree to the billing rate, same-day cancellation fees, and service terms.
  
  
  We have received your complaint submitted to the Attorney General and have thoroughly reviewed your case. While we are unable to independently verify the details of the on-site interaction between you and our engineer, we can confirm that our billing rates and terms were clearly communicated and agreed upon at the time of booking.
  
  
  Regarding the hard drive in question, we reached out to the assigned engineer, who has thoroughly checked their belongings to ensure nothing was taken inadvertently. Please note that the hard drive you are referring to is an M.2 NVMe drive, which differs in appearance from a traditional 2.5" mechanical hard drive and may be mistaken for a stick of RAM by someone unfamiliar with the ** components. According to the engineers documentation, the M.2 NVMe drive was left in the front room where the new computer was set up.
  
  
  If you have any photographic or video evidence indicating that the engineer removed the hard drive from your premises, we welcome you to share it with us so we can conduct a further investigation.

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 had a repair appointment at my home June 4. When he was here, the technician did not do any work and said I would not be billed for it since he was unable to solve the problem. He did not give my any documents to sign.A few days ago, I received a notice from a collection agency in the amount of $191.50 from this company. I never received any invoices or any communication that I owed anything. In addition, if there was a charge, it was supposed to be for $125. But, I was told there would be no charge since no repair work was done.The company has lied to me about there being no billing and has gotten a collection agency involved despite never sending me any invoices.

  

  Business Response

  Date: 08/30/2025

  Thank you for your response.

  Just to clarify - the invoice was for the expected amount, plus a fee from our payment processor for the invoice process - however, this fee is waived if our invoices are paid via phone call within 24 hours.

  In this case, you did not receive an invoice because it was emailed with a typo in the email address when booking the appointment, with a d instead of an e in the domain. With everything considered, we will be cancelling the invoice you received and will ensure it is clarified that you do not owe anything. 

  Customer Answer

  Date: 08/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  Could you please confirm with the business there will be no more contact from their collection agency?  I don't want any invalid debts coming up in the future.

  
  Regards,
  
  ***** *******
  
   

  
  

• Initial Complaint

  Date:05/12/2025

  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 am a Computer Scientist and an IT ****************** owner. I possess advanced degrees and 45 45-years of experience in IT. I had an old hard disk (not SSD), which had one of the read/write heads failing. I called the local Karls Technology number, and because they keep advertising that they solve all issues with a home visit, I explained my problem. I asked if they truly had any ability to extract data from a failed hard drive via a home visit. I STRESSED THE **** THAT I KNEW WHAT I NEEDED AND THAT I WOULD NOT ACCEPT TO PAY $191.50 FOR A TECHNICIANS JOY RIDE TO MY HOUSE, ONLY TO BE TOLD THAT MY PROBLEM COULD NOT BE SOLVED LOCALLY! The dispatcher reassured me, and I booked an appointment, only to be told, when a couple of days later, a technician came, that the only way to extract the data from my Hard Disk was by sending the disk to their lab in AZ. I refused to let the technician see the disk or open his tool case since I felt that the dispatcher had offered me fraudulent promises. They STILL wanted their fee. We entered a collections dispute.

  

  Business Response

  Date: 08/30/2025

  We cannot honor your request for a refund as you did not pay us

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service 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 was charged $187.50 (Invoice #*******) by Karls Technology, which includes a $125 cancellation fee. I canceled the appointment due to unresolved concerns about the technicians potential access to my cryptocurrency and Ledger wallet. Prior to the appointment, I asked the ******************* their stafffor clarification on whether they had insurance or protections in place in case a technician were to access or steal from my crypto assets.They told me they would respond with an answer. They never did. Given the lack of assurance or even basic communication regarding this serious security concern, I canceled the appointment out of necessity to protect myself and my assets. I do not believe I should be penalized for prioritizing my safety when the company failed to provide any transparency.I dispute the invoice in full and am seeking that it be voided. I also request that Karls Technology provide a written statement regarding whether or not they have insurance or policies that protect customers in the event of unauthorized access to digital assets.Resolution Requested:Full dismissal of Invoice #******* and removal of any charges Written statement clarifying Karls Technologys policy on technician access to sensitive data and customer protections Assurance that other customers will not be put in a similar position is without transparency about risk

  

  Business Response

  Date: 05/15/2025

  Thank you so much for your feedback. 
  
  We have insurance and protections for our work that we are happy to share with businesses and established clients that we work with. Due to a number of fraud attempts in the past, we do not share these with our residential clients. At this time, we have not had a legal team draft up policies for us that outline this for the general public, because of the rarity of these requests and relative lack of necessity. We can provide sanitized versions when requested with sensitive details removed, but this was declined.
  
  Being a smaller local company, we are committed to providing quality service as quickly as possible to our clients. When we reserve a slot for one of our end users, that inevitably prevents us from seeing another client during that time. The Same Day Cancel fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation. Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment. Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. When there are concerns brought up during the booking process, we look to discuss those and alleviate any concerns before booking the appointment for the reasons above. Finally, all of our cancellation policy information is emailed to a customer when they book along with booking confirmation. Sorry for the inconvenience and we look forward to servicing you again in the future!

• Initial Complaint

  Date:04/22/2025

  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.

  We hired ****** Technology Computer Service to help get connectivity between a brand new (week old) HP computer to our WD MyCloudMirror Drive on the network. The young tech was here for about 3 hours fumbling around, not very sure of himself and after 3 hours, says he recommends a Windows reload that will take 3 hours and he makes not confidence that it will resolve our issue. We run ************* Desktop and I refused to let him do a reload, when he had no confidence in himself. I think it is thievery for a company to charge for no results. They need more experienced technicians. It should not have taken 3 hours to determine a windows reload was necessary, nor should it be needed on a 1 week old computer.

  

  Business Response

  Date: 05/15/2025

  Thank you for your feedback.

  Our field engineer had attempted creating other connections between the network shares and other devices, including new connections on previously unconnected devices. That is what lead to the conclusion that the next diagnostic step would be to reinstall the operating system on the device. If you were able to have the issue resolved without this step being taken, please provide information relating to that so we can proceed with finding further resolution.

• Initial Complaint

  Date:04/07/2025

  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.

  Stay FAR away from this group of scam artists. My father encountered an issue with his computer and scheduled a morning appointment to have a technician come to his house and inspect his computer. It was going to be $125 for one hour of their time. They never showed up and called less than an hour before the scheduled appointment to cancel on him and instead recommended a "remote session" that afternoon. He tentatively agreed to the remote session but changed his mind and contacted them within an hour to let them know that a remote session that afternoon would not work due to his schedule. They proceeded to send him a bogus invoice that same day for the full $125 PLUS a $62.50 "Invoice Fee" for a total of $187.50. To recap, this company cancelled the appointment on the same day and proceeded to charge my father for a same-day cancellation fee, inclusive of a $62.50 invoice fee. Both he and I have contacted the business since and they are completely unwilling to waive these bogus fees. The phone operators are unable to do anything other than forward complaints to the "helpdesk", which only replies by email with generic statements saying that they reviewed the case and are unable to waive the "same-day cancellation fee". UNBELIEVABLE! They are the ones who cancelled same day and are now billing us for services that were never provided along with the OUTRAGEOUS $62.50 invoice fee.We figured this was a reputable company given all of the "5 star reviews" on their website, but it's now clear that none of these are validated reviews and there is no way to leave this excuse of a company an honest review of their lack of services. It blows my mind that they hold an A+ rating from BBB given these obviously fraudulent reviews and slew of legitimate complaints from other customers.

  

  Business Response

  Date: 05/15/2025

  Thank you so much for your response. 
  
  Being a smaller local company, we are committed to providing quality service as quickly as possible to our clients. When we reserve a slot for one of our end users, that inevitably prevents us from seeing another client during that time. The Same Day Cancel fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation.Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment. Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. Finally, all of our cancellation policy information is emailed to a customer when they book along with booking confirmation. 

  Same day cancellations are waived upon the completion of a rescheduled service. Another in person appointment can be scheduled, and this would allow us to cancel out the same day cancellation from before. Alternatively, it can be paid, and then the credit applied towards a future appointment. 

  The situation you brought to our attention is an outlier, and your frustration with it is understood. We have actually already made the team that handles our invoices aware of your case and no further action should've been taken. We're sorry for the inconvenience and hope for the opportunity to be judged by you for our technicians' excellent work in the future. 

• Initial Complaint

  Date:04/07/2025

  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.

  It took 3 reps from Karls to complete a simple transfer from an old computer to a new one and it took weeks, charged me more than a $1,000 over bid price and I had to pay another company to fix their mistakes

  

  Business Response

  Date: 05/15/2025

  Hi ****,

  Thank you for your feedback.

  Our field engineer had noted to us that you were satisfied with the appointment and we had a completion certificate signed. Could you provide more details regarding the concerns that continued after your last visit with us? With every appointment, we have a 2 week window where customers are able to have a free revisit performed to check the work done at the previous  appointment. Were you able to reach out and speak with a  member of our team regarding a free revisit? 

• Initial Complaint

  Date:03/27/2025

  Type:Product 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.

  Karls Technology Computer Service, I am writing to formally dispute the invoice I received, Invoice # *******, for services rendered on 1/29/2025. The situation surrounding this service is as follows: On the scheduled date, your technician, *****, arrived 2 hours late to address the issue I had requested assistance with. However, ***** openly admitted in the recorded video that he was not capable of performing the service requested. He assured me that he would reschedule the appointment with someone qualified to handle the matter, and he further stated that I would not be billed for his appearance due to his inability to render the necessary service. Despite these clear assurances, I have since received an invoice for the technician's visit. This is in direct contradiction to the promises made during the visit. I am requesting that you immediately cancel this invoice, as I was assured, I would not be billed due to the technician's inability to perform the service requested. Should this issue not be resolved promptly, I will have no choice but to escalate this matter with consumer protection agencies and advise the public to approach this company with a great deal of caution. Please consider this letter as a formal request for a resolution. I expect confirmation that this issue will be addressed and that the invoice will be voided. Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 05/15/2025

  Thank you for your response.

  We take all customer concerns seriously and want to address them thoroughly. In the interest of fully understanding and resolving this matter, we request a copy of the video referenced in the complaint, in which our technician is alleged to have stated that he was not capable of performing the service requested and that there would be no bill for his appearance. 

  
  We would like to proceed with a resolution that is positive for both you and Karls Technology, and reviewing this video will help us investigate appropriately and take steps to ensure the quality of our service.

• Initial Complaint

  Date:03/17/2025

  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.

  Feb 11 Karls Technology came to my house to help get my computer working. It was a very small repair but he decided to clean up my computer which was lovely. Yesterday I needed to scan some legal papers but my drivers were missing and I have know idea how to reinstall.I called 5 minutes ago and was told they have a 2 week window for a return without a charge. So I was outside of that window. I rarely scan so imagine my surprise when I discovered the printer was no longer linked to my computer.I was refused a service call to correct their issue.1. I never requested my computer be cleaned up 2. I was never told of the 2 week window for any repairs.I need my scanner to work and this is a very bad policy for their mistake

  

  Business Response

  Date: 05/15/2025

  Thank you for your feedback.

  As a general rule of thumb - cleanup of devices is done at every appointment so that we can guarantee our work - if we don't do a thorough inspection of devices, we can't guarantee that issues will be completely resolved at the end of our service. This allows us to know that any issues remaining after the appointment warrant a free revisit to check our work, rather than continued issues being a result of a reoccuring issue on the device, such as hard drive problems, operating installation issues, viruses, etc. 

  Could you provide more information about the appointment for me such as a receipt, so that I can look further into your specific appointment?

  Customer Answer

  Date: 05/18/2025

  since this ridiculous policy because of my failure to check that my printer was removed from my computer after the tech cleaned my computer of in his mind unnecessary applications Ive purchased a new printer. My erased printer was so outdated that I couldnt even download a new driver. 
  I cant find an actual copy of my invoice but I do have it on my **************** invoice. I paid $191.50 on 2-12-25. I didnt need the use of my printer apparently outside of the 2 week window and found it completely gone. Thank you very much! I called your tech and was told the company policy. I believe there should be exceptions but being told the same line all the way up the chain leads me to believe they dont care! 

• Initial Complaint

  Date:03/10/2025

  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.

  On January 21st I searched ****** for a local company to remotely repair my computer. I found Pompano Beach Computer Repair. It was important to find a local company due to the risk inherent in handing over a gateway door to my computer. I made an appointment and was told there would be someone available from 2 to 5. Close to 5 when I called numbers I could find to see when this would happen I found all the numbers to be unavailable, busy - resembling the behavior of internet phones. I feared the business was virtual and when a representative called me I explained my reluctance to work with a virtual organization. The next day I explained this to a company **** and he claimed he understood. I left on Feb 3rd for a trip and when I returned they had put this with a collection agency. This company is borderline fraudulent: This is from the ****** AI: Karls Technology, also known as Mesa Computer Repair Company and Phoenix Computer Repair, has received complaints regarding lack of customer **********************, inaccurate diagnosis, charging for time regardless of capabilities, and even threatening behavior. Here's a more detailed breakdown of the complaints:Customer ********************** Issues:Multiple complaints highlight a lack of customer **********************, with some consumers describing the company as "greedy" and "abusive". Inaccurate Diagnosis and Unnecessary Charges:Some consumers claim Karls Technology provided inaccurate diagnoses and charged them for time spent, even if no actual service was provided. High Hourly Rates and Hidden Fees:Complaints mention being charged exorbitant hourly rates (e.g., $129/hour) and being hit with unexpected fees, such as invoice fees. Threatening Behavior:Some reviews mention instances of threatening behavior by Karls Technology employees. Employee Reviews:Employee reviews on Glassdoor and Indeed suggest issues with management and

  

  Business Response

  Date: 04/14/2025

  Being a smaller local company, we are committed to providing quality service as quickly as possible to our clients. When we reserve a slot for one of our end users, that inevitably prevents us from seeing another client during that time. The Short Notice Cancellation fee is intended to give us adequate time to cancel an appointment and schedule another customer who needs ********************** at that time reservation. Having an End User cancel the same day puts us at a huge disadvantage for both our Company but more importantly not being able to help out a customer just like you. Typically, this results in us having to try scramble to find a replacement for that appointment. This does include our remote services. Additionally, all of our dispatchers forewarn customers of our cancellation policy if it is an appointment booked within 24 hours of the service window. Finally, all of our cancellation policy information is emailed to a customer when they book along with booking confirmation. Our technician called within the arranged appointment window and the service was declined at that time because the customer had changed their mind about wanting the appointment, but that does not change the Short Notice Cancellation fee. Sorry for the inconvenience and we look forward to servicing you again in the future!