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

  
• 

  Porter Computer Repair Services

  17667 Main Porter, TX 77365

• 

  Tucson Computer Repair Service

  4604 E Grant Rd Tucson, AZ 85712-2619

• 

  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:08/14/2023

  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.

  They sent out a service guy, telling me that they were experts at recovering data from an external hard drive. They said the charge would be $125/hour regardless of whether they recovered any data. The service guy used an old slow computer (which maximized his time on the call) to work with my hard drive. Before he started, I explained all of the things I already tried to get the data back. He connected my external drive to his computer and proceeded to ****** how to recover data. He did everything that I had already done. Then he ran a malewarebytes program (which found nothing bad) and told me that he could not help.So, I basically spent $125 for someone to repeat the failed attempts that I already made and to run a virus detection program. If the person who set up the appointment had told me that this is what the guy was going to do, I would have said no thanks. I expected more. Their website says: "If you have any computer, technology or IT problem in *********, ** we can fix it."Apparently, that is not the case. Theu could not fix my problem!It also says," Our mission is to fully resolve your computer problems quickly and affordably. If you want a Computer Engineer that can fix all of your computer problems instead of a computer tech, a computer geek, a technician or a computer guy that can only fix some of your problems;..."They fixed nothing and did nothing valuable. False advertising and a disgraceful abuse of trust.

  

  Business Response

  Date: 08/28/2023

  Our data recovery process is comprised of a number of steps. Our first step is to have our engineer go onto the work site and make attempts to recover data using software tools. The next step is to find out all relevant information about the drive - model number, serial number, type of operating system that it was used with, amount of data on it, what needs to be recovered - and send it to our data recovery experts that work with drives that have failed past the point of software recovery. These drives need to be opened up in a clean room environment to prevent any data loss and can be quite expensive. The method of transport is also important, so our engineers are tasked with being sent to the site and packaging the drive properly for shipping along with collecting the required information. Our engineers would have to go to the client and pick up the device which would incur the appointment charge regardless of whether they made on site attempts or not, so there is nothing to be refunded.

  If the client would like to have the drive shipped to our data recovery expert and clean room, we will pick up the drive from them and not charge the appointment fee as they have already paid it. They would still need to pay the $250 deposit that goes towards the cost of advanced data recovery. 

  Customer Answer

  Date: 08/29/2023

  ************'s response does not address anything in my complaint.  ************ is scamming people into paying $125 for an "at home visit" simply to tell them that their only option is to spend $250 more to send their data away to be fixed by someone else in a "clean room".  The guy who came to my house got very nervous when he saw that I intended to watch every single thing he did with my hard drive. When I complained to the company, they did nothing to address my concerns.  Their employee was NOT an expert at data recovery. An "expert" would not have to ****** what to do next.  I can see how people who are not familiar with data recovery or computer repair could easily be taken advantage of by this company. I think it is shameful how they run their business.

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair 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.

  On July 13th, 2023 I called ****'s Tech to come out and connect a printer with a computer. The agent on the phone seemed knowledgeable and sounded like he knew exactly what the problem was. On July 14th, 2023 at 8:15am, their tech came out and began to work on the issue. Eight hours later (at $125 an hour), the problem was not solved. On their website they commit to "fully resolve your computer problems quickly and affordably." Eight hours and $1,000 is not quick nor affordable...even if the problem was taken care of.In those eight hours of "fully resolving" the issue, the tech fell asleep, he watched several social media vids on his phone, and he broke a thumb drive of mine that contained some very important business information...information that took several hours to recover. At the end of the appointment, he suggested that I just get new equipment because nothing could be done. My 63 year old ex-boss came over in the last 15 mins of the tech's time here, stayed and worked on the issue for 30 mins after the tech left, and was able to fix the issue in that time, which just as a reminder, was connecting a printer to a computer.After discussing the fact that nothing was done and that a lot of time was wasted, the tech said that if I were to call and explain the issue with their helpdesk, that they would give me a "discount" for lack of a result. I called, spoke with a customer ********************** agent, and they filed a ticket with their helpdesk. Two weeks went by without any contact from the helpdesk. In that time I called and left several messages with their customer ********************** agents (they would not forward me to the helpdesk). I finally was able to get a response by going through their helpdesk portal. Our correspondence is attached to this complaint. In summary, they said they would work on a resolution and would be back in contact. Another two weeks went by and they simply closed the ticket without any explanation or resolution.BBB, please take away accreditation.

  

  Business Response

  Date: 08/18/2023

  Hello **************,

  Due to some errors with our third party ticketing system, the complaint ticket was closed unbeknownst to us. A decision had been made to refund 2 hours of the appointment, but due to the inconveniences and long follow up time I would like to extend that to 3 hours of the appointment. Thank you for your consideration.

  Karls Technology

  Customer Answer

  Date: 08/22/2023

  
  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...only because I don't believe they'll make a better attempt and rectifying the situation.  I have seen their policy regarding payment for their services.  I understand that payment is not based on a result, but their time spent working on the problem.  I believe a business with integrity will make exceptions to their rules/policies, especially when the technical "expert" they sent out was so painfully incompetent that a 63 year old man with no IT background was able to solve the issue within 45 mins...compared to the 8 hours their tech spent falling asleep, watching videos on their phone, and breaking important USB storage devices of mine.  

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

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

  
  

• Initial Complaint

  Date:04/30/2023

  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.

  Despite what this business seems to claim on the other complaints, we were NOT told that we have to pay for a tech's time regardless of their lack of capabilities. The tech came out due to our computer screen being frozen. After well over two hours, (he also attempted to install Windows and was unable to) he left our place with the computer screen frozen on "Cannot install Windows." When we asked what the diagnosis was, he said "it could be a virus, or it could be a Windows update crashed your computer, or it could be the hard drive, or corrupt files." When I asked again, what the diagnosis was, he said in a threatening, loud voice "I already told you." Telling me 4 possibilities is NOT a diagnosis. He also erased some of our personal files when trying to unsuccessfully install Windows. We called out another company and their tech diagnosed the problem, fixed it, installed Windows, and retrieved the files ****'s tech person lost. I have proof that this person fixed what ****'s tech did NOT fix, and I also recorded our conversation with the ****'s tech. We are also reporting them to the Atty. ****** for senior fraud as I have recordings of this tech being confrontational and intimidating with a 79-year-old woman. I have attached the receipt from Geeks2You who came out and installed Windows (when ****'s couldn't), found the files ****'s tech erased, etc. And again, I recorded the interaction with ****'s tech.

  

  Business Response

  Date: 05/03/2023

  Hello, *******. Unfortunately since you have already stated that you will be taking this matter up with the attorney general, I will not be able to help you further through mediation with the BBB. You will have to have your attorneys reach out to us to handle this matter. I apologize for the inconvenience but I am not at liberty to discuss matters when legal action is being pursued. We hope you have a great rest of your day.

  Customer Answer

  Date: 05/03/2023

  This business owner does not seem to understand who the Attorney General is. I do not have a private attorney. However, I have not yet filed with the State ************************** I shall hold off on doing that until i see how it is handled with the BBB. Perhaps the owner should look into matters further prior to responding, as the State Attorney General is a state consumer fraud office, not a private attorney. And even if I HAD alredy filed with them, this should not negate the owner's responsibility to "work things out" with the BBB, unless he has something to hide?

  

  Business Response

  Date: 01/18/2024

  When viewing said documentation from Geeks2You,  they resolved the issue by replacing the hard drive - using the notes from our field engineer that the hard drive was corrupted. Our field engineer's diagnosis was correct, and the next step would have involved replacing the hard drive, reinstalling windows, and looking to recover files from the old, corrupted, hard drive - just like Geeks2You did. And quite frankly, Geeks2You ripped off the client by selling a tiny, 250 gb drive, for an outrageous price - for that price of $62.99, we would've provided the client with at least a 500gb drive of a better quality brand - the drive provided by Geeks2You is sold on Amazon for $30

  Customer Answer

  Date: 01/24/2024

  This is completely untrue. 

  In fact, in a recorded conversation, the tech from this business said we would have

  to replace THE ENTIRE COMPUTER, not simply the hard drive. He also said, in a recorded conversation,

  that he was certain that a virus corrupted the computer. 

  He ran virus tests, did not find a virus and still claimed it was that. Again, this conversation was recorded on a hand held Olympus recorder I

  had in my possession. 

  He took an hour to run these tests. Contrarily, Geeks2U took 15 minutes to run virus tests, and found there was no virus.

  Also, Geeks2U had to find a way to get into the computer after this ****'s tech left it on frozen status (which we have a snapshot of)

  saying there was nothing he could do about it..

  ****'s (which gets NUMEROUS bad reviews, some with this particular tech dealing with elderly women) 

  seems unwilling to be honest in any way. 

  I also recorded the fact that raised his voice in a bullying manner at me and my mother (both senior citizens) in an obvious attempt to intimidate us (a tendency reported in

  other reviews). In fact, in the recording he nastily said  "I already told you" (when I asked what the diagnosis was).

  When I said that stating four to five different possibilities is not a diagnosis, he said up until the 

  end that it could be a virus. 

  In fact, this is now a new false claim (that they would put in a new harddrive) by the crooked ****'s. 

  Why didn't they claim that he wanted to put a hard drive in before?

  Also, if HE HAD offered that option, why would we decline with

  him and accept with Geeks2U? 

  And why did it take so long for ****'s to respond? .I thought there's a time limit.

• Initial Complaint

  Date:04/26/2023

  Type:Billing 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.

  Received invoice #******* for $****** for computer services work done in my home (******, **) on 03/27/2023. I disputed the amount. The dispute is documented in a pdf file that I am including as an attachment.
  
  After talking with ******* in their accounts receivable/collections group, I was sent an adjusted invoice for $******. I disputed this amount as well. This is documented in the pdf file as well. I made several attempts to discuss this with someone and also provided documentation by sending emails and updating help desk tickets. No responses to me other than collections notices and letting me know the amount would be sent to a collections agency.
  
  The $****** adjusted invoice amount was sent to Action Recovery Online for collections. This was done despite nobody talked with me about the adjusted amount or the fact I disputed the new amount as well. My efforts work to resolve this are included in the pdf file.
  
  My last interaction with the local group in ****** resulted in me being told there was no way for me talk with anyone on their management team in charge of customer service. I asked "Why?" I was told that was just the way it was, have a good day." and they hung up on me.
  
  I will be sending the pdf file documentation to ***, *****, ****** Computer Repairs as well.

  

  Business Response

  Date: 05/03/2023

  Hello, ****. The invoice was adjusted to compensate the amount for your prior visit that you had paid for. This is in line with our revisit policy. Our helpdesk team did not communicate further as you stated you were not willing to pay anything more than $75 which our helpdesk team would not be approving. After you had stated this they moved on as there was nothing further to discuss. Our accounting team were the ones responsible for sending the invoice to a 3rd party collections agency as the invoice remained unpaid. Once it is sent to ***, we no longer have anything to do with the transaction. We are not the ones to receive payment once invoices are transferred to *** so any further dealings on the matter will have to be carried out with them. 

  Customer Answer

  Date: 05/03/2023

  I accept the fact they no longer have anything to do with the amount owed since they sent it to a collections agency. 

  I reject their response as showing any customer focus at all as they would not discuss the amount owed or how they determined the amount they came up with. I have shown multiple times using their own figures the amount owed was $*****. They never communicated with me or showed me how they calculated the amount owed from their perspective. I also reject the notion that they never provided me access to a management team member to discuss prior to sending to the collection agency. Very poor business practices in my opinion.

  The collection group upon receiving my documentation immediately accepted the $** offer I had made to Karls and closed the issue without any impact to my credit history or reports. I am guessing ***** did not get $** for offloading the debt. They could have made the same decision a month earlier and also would have been above the amount I actually owed.

• Initial Complaint

  Date:04/25/2023

  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 or about April 9th I called ****'s Technology in ******, ** with a request for a technician to connect my Rollo printer to my Apple Computer . The Technician arrived in aprox 1 hr, he told me he had no experience with a Rollo printer but thought it would not be a problem. He was here for 2 hours and charged me $257.00 and my problem was not resolved. I did call the company with a request for a visit from a technician who understood how to connect the printer to my computer . I was told the manager was contacted and he stated he could only send back the same technician and refused to refund my payment. My grandson resolved the problem in aprox 10 min the same evening. I am 82 years old and feel I was taken advantage of due to my age ..even though I run a small business from my home and am alert and oriented. I believe this company is a scam and would never recommend them to anyone.

  

  Business Response

  Date: 05/03/2023

  Hello, ********. We apologize for any inconveniences that *** have arisen from your experience with us. While we do charge for the engineer's time on site and not the issue being resolved (this is stated by all our dispatchers when setting up appointments with clients) we can offer you a partial refund that would bring your amount paid down to our minimum of $129. That would be a reduction of 50% or 1 hour due to the circumstances of your situation. If this sounds reasonable to you, we can go ahead and get that process started with you filling out our refund agreement at the following link (*******************************************************). Once you have it filled out and submitted, our accounting department will begin to process your partial refund for you. Should you have any further questions, feel free to reply to me either here or to the original email we sent you and I will personally see to this matter. We hope you have a great rest of your day!

  Customer Answer

  Date: 05/04/2023

  I do not accept the business solution to the issue of an unresolved problem of attaching my Rollo Printer to my Mac Computer.  I do not understand why ****'s would expect any payment for a service that was requested and not received.  

  

  Business Response

  Date: 06/27/2023

  As stated upon booking of the appointment, our appointments have a minimum charge of $125 to pay for the engineer going to the client's requested location. We charge for our engineer's expertise and time spent on site. We have already determined we can break our typical free revisit/refund policy and refund the additional hour of time spent on site if the client were to submit our refund agreement. 

• Initial Complaint

  Date:04/24/2023

  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 are Seniors. Our computer was rebooting ********* Edge over and over. Because of our age, I called this company which advertised in home service. Their guy came and spent nearly 3 hours at $125 per hour doing nothing to repair the unit. The total bill was $341.75 and the computer was not repaired. He tried to sell ** a new antivirus program. He ignored it when I told him what the problem was and did a lot of things on the computer which were not asked for and which did not fix the problem, like defragging other non-productive efforts. He spent over an hour taking pictures of my home screen and writing notes. This seems like he was documenting, but it was adding much time to the charge and did not provide any value to me as a client. This was a rip off! When he left I sent an immediate complaint letter to the company and asked for a refund. I was assigned ticket number ******* and have heard nothing from that point on. I believe this company is targeting those who are unable to leave their homes charging them big bucks for doing very little. I think this is, or borders on, a scam to take advantage of seniors. I would be very careful about using this company!

  

  Business Response

  Date: 04/24/2023

  Hello, ******. We sincerely apologize that our helpdesk team failed to followup with you via our email process. Looking at your email responses we are unsure what forms you filled out for a refund as no one on our team offered one nor sent the forms. We also have no records of a filled out refund agreement under your name in our database. Our helpdesk team were not offering a refund on the grounds that our engineer's charge for their time and not the issue being resolved. This is also stated by our dispatchers when booking appointments with clients. While our 4pt diagnostic does add time to the overall diagnostic process, it is a vital process in ensuring there are no underlying issues that could cause more issues in the future. In order for ** to do our due diligence and ensure whatever solutions our engineer's come up with are permanent, the 4pt process is necessary. Documentation of everything the engineer does onsite is also a vital process of computer repair so that if another engineer needs to come out, they know what all has already been done and more time won't be taken doing what has already been done in the past. We apologize that the pricing may seem unfair but this is the reason why our dispatchers do not offer estimates or guarantees on pricing when booking appointments. We offer in home computer repair as it is a convenient alternative for people who are too busy or not able to be parted with their computer and leave it in a physical shop. There are pros and cons to mobile computer repair when compared to a physical repair shop as much as there are for any other type of business like mobile locksmiths, mechanics, etc. We apologize for any confusion that made you feel as though you were being targeted. Our engineers just have to do their due diligence while they're onsite as an extra 15 minutes on-site, now, saves our clients more money than forgetting to diagnose something, initially, then having to come back out for another $125 minimum.

  Customer Answer

  Date: 04/24/2023

  I was never sent any forms or given the opportunity to make any claim with the company.  My letter was ignored., even though I was given a "claim number".  One wonders how real that process is!   The response from the company is what I would expect from a company that scams a customer and then comes up with an excuse for keeping the money they were paid.  I ask that the BBB follow up with this.  To pay $341.75 and have no change in the status of the computer is simply not acceptable and is clearly wrong.  The man was in our home and would not leave without payment.  We are seniors, and while there was no overt threat to make ** pay, his very presence was an implied threat.  He would not bill ** - demanded payment while he was there.  

  

  Business Response

  Date: 05/03/2023

  Hello, ******. Again, we apologize you feel targeted but these are not excuses. This is me simply reiterating our company policies that our dispatchers consciously state to all clients when booking appointments to be as transparent as possible. The other information I stated about the 4pt diagnostic process is not an excuse for running the bill up. It is literally the industry standard for diagnosing poor performance on a computer. There are a myriad of issues that can cause a machine to run poorly. If your car's ** wasn't working properly and the mechanic only checked your coolant and nothing else, it would be quicker but the mechanic would not be ensuring there's nothing wrong with the ** compressor before saying your ** is fixed. I use this as an example to hopefully show a parallel between computer repair and a more commonly understood repair industry. Not as an excuse to keep your money. Our Helpdesk team decided that a refund was not available to you as our billing practices were explained to you and work was rendered while the engineer was onsite.

  Customer Answer

  Date: 05/04/2023

  
  
  

• Initial Complaint

  Date:04/17/2023

  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.

  When he came on April 4th that was the second time, he tried to fix it and his exact words where I did the best that I can. We called you on the very next day, April 5, because the screen on our computer would not boot up and the screen was totally black. We called at 6:38am and made an appointment for the 3rd time. As we were sitting here talking, my wife said she did not want him touching our computer, so we called back at 7:54am to cancel the appointment. We called several times on April 6 and we asked for our money back. And they hung up on us twice. So, we called another company and the guy came out the very same day and he fixed it and only charged me $125, He fixed the problem with my e-mails and also fixed what your guy did as my computer was totally blank.He was out here 2 times and still did not fix our computer. So, I am asking for the $379 credit back to my credit card. We have used your company several times and never had this problem before. If you do not give us our money back, we are reporting you to the Better Business Bureau to warn everyone NOT to use your company. Sorry to sound so mean but we were not treated properly for being loyal to your company.

  

  Business Response

  Date: 04/24/2023

  Thank you for your patience while we review the situation, ******. While we charge for the Engineer's time and not the issue being resolved, if you would like to send a receipt from the technician with the other company, we will kindly refund you for your latest appointment with ****. We await your response. 

• Initial Complaint

  Date:04/10/2023

  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 29 March 2023 I contacted Karls Technology AKA ******* Computer Repair to resolve two issues:1) My Desktop Outlook 365 would not complete the syncing of my Gmail and *** accounts and subsequently the program would freeze, requiring my to use the Task Manager to end the program and restart, only to repeat the aforementioned cycle infinitely. 2) My iPhone Outlook Calendar and my Desktop Outlook Calendar would not stay in sync.When I called I was given a rate for the first hour and quarter-hour rate thereafter. I was told that a technician with Outlook expertise would be at my home that afternoon. Additionally, I was told, that if the same issue returned within two-weeks, that the company would send out another technician at no charge to me to re-resolve the issue. I agreed and later that afternoon ************************* from Karls Technology arrived at my home. After I showed ***** the issue, he opened a few screens, rebooted the program, then rebooted my computer. He downloaded several programs, ran them and then he spent the next two and one-half hours Googling various questions and reading through Outlook and ****** Forums and Community Support sites. He tried various things, but clearly he was NO EXPERT in ****** or Outlook. His solution was to delete my *** emails from Outlook saying that I had too many emails in those accounts and it was taking to long to sync causing the freezing. He tried several things to get my desktop and phone calendars to sync but could only get it to work in one direction, not both directions. I paid via credit card out of duress having someone in my home and feared that if I argued that the issue was not completely resolved, that it would escalate and being home alone, did not want to have a scary encounter. On April 4, 2023 my Outlook issue came back despite that I never added back my *** accounts - it does not complete the sync of my Gmail accounts and freezes. On April 5, 2023 9:02 AM I called the company as we are still within the two week guarantee period. I explained to the person who answered that my issue returned, but shocked when I was told, I was not eligible for the guarantee because I declined your 4-point inspection. First, I was never told that a 4-point inspection was required for the guarantee and secondly, the technician did perform the inspection. I informed the person I spoke with of those two facts, but he did not care and told me that he does not see in the notes that the inspection was performed. I asked to speak to a manager/owner however, he said no one was available and was told someone would call me shortly. On April 6, 2023 at 3:30 PM I called again as I had not received a return call. I spoke with **** but he said that no manager was available and someone would call me back today. I asked for the name of the manager that would call me, and he refused to provide a name. I asked for a manager to call me within 24 hours and to have my issue resolved per the guarantee within 48 hours and provided my phone number. I followed up with an email on Thursday April 6, 2023.On April 10, 2023 after not hearing from my prior calls or my email I called again. Of course no manager was available to speak to me. This time, the person transferred me to a voicemail and I left a message. Again, I have yet to hear from a manager!

  

  Business Response

  Date: 04/18/2023

  Hello, *******. Thank you for getting a hold of us and we appreciate your patience while we further investigate the issue. Upon inspection, we see our dispatcher informed you that you were not eligible for a complimentary revisit up to the original amount you paid for, as the engineer did not notate the 4-point inspection was completed. We sincerely apologize for the situation and if you are willing, we will happily send ***** back out for a complimentary revisit. If this is ok with you, we can have our dispatchers reach out to schedule a revisit. Thanks and have a great day.

  Customer Answer

  Date: 04/18/2023

  I do not want the same technician back as they do not have any expertise with Outlook. He was unable to resolve the problem and wasted over 2.5 hours of my time.
  

  It would however, be completely acceptable for you to send out a technician who is an Outlook expert to resolve the issue. 

  

  Business Response

  Date: 04/24/2023

  Hello, *******. We would kindly send ***** back out for a complimentary revisit as our 2 week guarantee covers. You are asking for another engineer to come out free of charge which our guarantee does not cover. We can send ***** out free-of-charge up to the amount you paid for, already, but we will not be sending a completely different engineer out free-of-charge as our 2 week guarantee does not constitute free revisits with different engineers. If you would like to have ***** back out, however, please feel free to let us know. We kindly await your response. 

• Initial Complaint

  Date:04/07/2023

  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 about April 7, 2023 I called Karls Technology in morning around 10am to schedule an appointment to look at my laptop. We scheduled for April 7, 2023 between 4 and 7pm on the evening of April 7 . He explained that it would be ****** plus **** for mileage. I was okay with that since HP would be reimbursing me back due an existing issue with interoperability issues with their laptop computers with Windows 7.I just got a text from ***** an hour before the window closes that he will not be coming for the appointment between the 4-7 pm window. Also, he can not make it tomorrow either. I am filing a complaint with the BBB due to refusal of service and deceptive practices. I will be filing one with the ************************* of *******. This is unacceptable. We have a relationship with HP so that is why we were hiring them due to this issue. I want to be compensated for the time I missed in waiting all day for ****'s Technology to show up. I am okay with the ****** fee for my time wasted.

  

  Business Response

  Date: 04/13/2023

  Thank you for reaching out and for your patience as we review the situation. Our engineer *****, while his attitude was unwarranted and we have discussed this with him, was not refusing to service you. He was informing you of his delays and that he would have to reschedule as his prior appointments for the day were taking much longer than anticipated. Our practices are not deceptive. We gave you a general window of arrival for our engineer to show up and you agreed to that window. We cannot anticipate how long appointments are going to take for our engineers to resolve so that is why we give windows of arrival and not specific times. ***** told you he would not be able to make it the next day as his availability was already full with appointments that were already booked. You have paid nothing to us nor have we sent any invoices for cancellations as you are not due anything to us for the engineer being out of the window. Unfortunately, there are no grounds for us to compensate for anything. You were scheduled as *****'s last appointment for the day so you were already waiting all day for him to arrive had he been able to make it within the window or not. Since you have already stated you are planning on file legal action against us. We will no longer be able to continue this conversation through the BBB and you will have to have your attorneys contact us from here on out. Have a nice day.

• Initial Complaint

  Date:03/22/2023

  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.

  This company is a complete scam. On around Feb 22, 2023 my wife was searching for a mobile laptop repair for a damage laptop screen. When the tech arrived he was adamant that we sign a waiver afterwards he began to take our laptop apart. It was clear that this company was false advertising its services as the tech had no clue how to open the laptop. The tech got midway into unscrewing several parts and disconnecting parts when suddenly he had to leave because he did not know how to repair the screen. The tech then s**** the laptop closed without reassembling everything that he had previously disconnected. The laptop would not power on and was no longer working whatsoever. I was so furious i had to leave the room. When i returned i discovered the tech had deceived my wife into paying him $160 even though he actually broke the laptop completely. The tech informed my wife that the company was being sued by several dissatisfied customers and walked out without any explanation to why he completely broke the laptop. We filed a claim with the payment processor to which this company responded with outright lies. Dishonorable thieves.

  

  Business Response

  Date: 04/05/2023

  Hello, ***. We charge for the engineer's time on site and not for an issue being resolved. We have our engineers get waivers signed as replacing laptop screens are a highly risky process. Our engineers have no access to information on our legal matters, as well. As for the amount paid; again, we charge for the engineers time and not the issue being resolved. Since we are a mobile repair service and there are countless types of laptops and other devices, our engineers cannot realistically be expected to know off the top of their head how to replace every single part for every single computer on demand. We apologize that the screen was broken, and we'd be willing to install the new one as a complimentary revisit up to the amount paid in the original visit should you buy a new screen. After reviewing the situation, because our repair waivers were signed and we charge for the engineer's time, the charges still stand. 

  Customer Answer

  Date: 04/05/2023

  As I said before this comp-any is a scammer. He DOES NOT provide full disclosure and thus in violation of state law.

  I am requesting your Registered Agent for Service of Process and a completed W9 signed from your organization immediately.

  I demand a full refund otherwise I will invoice you, place a secured creditors lien and foreclose on you for deceptive business practices.

  Regards,

  Chief

  

  Business Response

  Date: 04/14/2023

  Unfortunately, we will not be able to refund anything as clients are paying for the engineer's time and not the issue being resolved. Our dispatchers explain this in all booking calls. We are still unsure what "lies" you were told when you brought this situation up to the "payment processors." What asset would be seized should you place a lien on us? Since we will not be offering a refund and you are threatening legal action, we will be forced to end communication and mediation through The BBB. Any further communication will have to be from your attorneys getting in contact with us. 

  Customer Answer

  Date: 04/17/2023

  If someone willfully fails to provide their tax ID number the IRS can assess a $50 penalty. False information on Form W-9 that avoids backup withholding is even more punitive with a penalty of $500.

  Not only are you in willful violation of *** Title 26, you also have committed wire fraud and deceptive business practices. 

  We have no choice but to report you to the Attorney General and seek legal remedy.