Complaints

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

• Initial Complaint

  Date:04/27/2025

  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.

  Some of the techs are rude we need a refund and they turn the notifications off my friends MacBook and customer service is not good either

  

  Business Response

  Date: 04/28/2025

  Mr. ****,

  Thank you for providing us with your feedback.  It is unfortunate that you have found our Techs and **************** employees to be unsatisfactory from a service perspective.  I pulled  your recent service history and it does show that you worked with our Tech. on numerous occasions:  4/22/25, 4/8/25, 4/2/25, 4/1/25 & 3/31/25.  This is a lot of you usage and has provided you with the opportunity to really understand our services.  Based on your complaint, I don't feel confident that we will be able to meet your needs from a service perspective and I apologize for your experience.

  We strive to provide the highest level of service possible and your feedback assists us in making the appropriate changes to make things better.  Effective immediately, we will be canceling out your membership and you will no longer be billed.

  Sincerely,

  ***** - My Computer Works

• Initial Complaint

  Date:07/12/2024

  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.

  MY COMPUTER WORKS charges about $120 to fix computer problems by phone for an unlimited extent of time. I paid for this service around a year or 2 ago, can't remember exact date. I received excellent service for a computer problem then, called them with a difficult problem about a month or so, & again they started working on solving this prblem with me, by phone with friendly, great expertise---at first. But the problem was too complicated for them to finish quickly. They worked on it for several days with difficulty, finally setting up an appointment time for us to confer. Unfortunately in the interem I got very sick with Covid---I was laid up in bed with this illness for about 3 weeks. I couldn't remember the appointment & was in no condition to deal with PC problem anyways. When I began to recover, I checked my voice mail & saw that they had diligently called me several times when I was very sick. Here begins my complaint: when I began to recover I called them back over & over but never got any response. This has gone on for several weeks. It's like they've given up on me & refuse to respond. Access to many sites on PC is impossible because Gmail is shut down for me & really messed up. 1 of the techs told me by phone message that he had almost solved the issue with ***** access & just needed to work with me to finish. But now that I've recovered enough to call them back, they seem to have dropped me & refuse to call me, even for a short explanation why they won't or can't, respond-- It's unprofessional & irresonsible to refuse to call me. I can't believe they have no time respond to my calls. I'm stuck now with a largely unusable PC. I think they have a resposibility to finish the work. What I need from MCW is simply for them to call me back & let's finsh the job. But after many calls from me explaining my circumstances, they refuse to respond. I would like BBB to help make MCW finish their work.. Very simple, I would think. But now I'm stuck completely.

  

  Business Response

  Date: 07/12/2024

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

  We appreciate your response and business over the last two years.  In reviewing your account, some of the information you have provided is not accurate.  In terms of My Computer Works not calling you back, our records indicate we attempted to call back on the following dates:  6/3, 6/10, 6/13, 6/17 & 6/28, 7/2 & 7/9 with no answer.  We utilize the phone number associated with your account.  I'm not sure if you have blocked our dedicated Tech. line or if you are unable to see missed calls?  In addition, the fee that you referenced is not accurate as you have a monthly fee for on-going unlimited IT support.  

  My Computer Works strives to provide the highest levels of service possible, and we take all customer feedback seriously and learn from that feedback.  In terms of next steps, a representative from our company will be contacting you regarding your concerns and we look forward to resolving your issues.  Thank You.

  Customer Answer

  Date: 07/19/2024

  this is 3rd time Ive filed same complaint with this business---when I do, they've called me several times in response----problem has been my old phone, which was damaged, never sounded a ring tone to me, & sent their calls straight to my phone mssge section & it was only hours later that their message showed up on my phone, at which time I called them but got no call later from them because, they say, they are busy with other customers---but for days & days? I've purchased new phone which works & have told them so, but basicly have received no calls backfrom them. this not a bad company---perhaps they are frustrated & have given up on me but I'm frustrated too--have reached some kind of business rep who has assured me their techs will call me later that day, but they never do. it's been 5 to 6 days now that I've called early to be put on their que, but never received a reply. i believe now they are acting in bad faith & have no intention of ever calling back to work with me on fixing the problem with my computer. I do need their help, as there are so many sites that require me to sign in & provide my gmail user name which I can't remember & have found it impossible to retrieve. this is what they promised me to fix. I think they're reneging, are now lying to, & playing games with me to get rid of me--which is insulting & dishonest.----if BBB has kept my files, you will find more background info & historyl

  

  Business Response

  Date: 07/19/2024

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

  We attempted to call you 3 X on 7/18/24 and this was within an hour of your live discussion with a representative from My Computer Works.  In addition, the ** of the company also called your mobile phone number and left you a message regarding our Techs attempting to get a hold of you.  I'm confident, you are having phone challenges. In terms of next steps, please respond to the vm and email that have been sent to you asap.  We absolutely can help you with your computer issues but you must answer the phone so our Techs can then assist you remotely.  Please give our customer service department a call, Tel. ************ (Click on #2).  Thank You. 

• Initial Complaint

  Date:09/19/2023

  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.

  Was charged $99.95 before I could receive any help with my computer. When I called on 9/5/23 to request help with my computer the company never called me back after 2 messages. Told me on 9/18/23 that I will not be getting a refund.

  

  Business Response

  Date: 09/19/2023

  It's unfortunate that you experienced these circumstances with My Computer Works.  We have been in business for over 18 years and have established a great reputation.  Like any company, we strive our best to provide the highest level of service possible.  Management spoke to ***** on 9/18 and then responded with an email addressing her concerns.  In addition, on 9/19 provided her with an email informing her that we would be providing her with a reimbursement.  If she has any further questions or concerns, please have her reach out to us directly.  Thank you.  

• Initial Complaint

  Date:03/12/2023

  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.

  I contracted My Computer Works, *** to handle a simple computer repair, which they were unsuccessful doing. Yet I was was still charged for the attempt. Hard drive crashed and they said they could fix the issue but did not.I was charged a discounted rate for not fixing it of $157.00, I BELEIVE THIS IS HAPPENING BECAUSE I AM BLACK AND LOW INCOME.However this is where the problem lies. Now that they have my credit card information they continued to charge my $39.95 each month since *** 2023 after the failed attempt. I contacted them by phone and no help, I called my bank and they did not help, so I had to completely close the account and card.

  

  Business Response

  Date: 03/13/2023

  To Whom it May Concern,

  My Computer Works has been in business for 18 years and has thousands of customers who consistently and repeatedly provide very positive customer feedback pertaining to our services.  It is unfortunate that you feel the way you do as there is no factual information to collaborate your frustrations.  Based on the records that we have, on 12/29/22 you agreed to have a tech. come out to your residence for IT Support.  That fee was $157 for ON-SITE Tech. support that had already been reduce from the standard price of $267.  When the tech. arrived at your location, it was discovered that your computer had a bad hard-drive issue and it was recommended that you purchase a new computer.  In addition, at that time you also agreed to a membership for $39.95.  Per your request, we agreed to provide you with assistance to purchase a new computer.  In reviewing your billing history, I see you had been billed on 2/28 for the monthly membership.  We will be reimbursing you for this charge (You will see this 2-3 business days).  We have also cancelled your account and consider this matter closed.  

  Sincerely,

   

  My Computer Works, Inc. 

  Customer Answer

  Date: 03/13/2023

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