Complaints

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

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  Grapevine MSP Technology Services

  2236 Orpheus Ct Bakersfield, CA 93308-6868

  
• 

  Grapevine MSP Technology Services

  PO Box 81054 Bakersfield, CA 93380-1054

  

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:04/09/2023

  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.

  The business attempted to bill me for work not performed, also with no fee agreement in place. After invoicing me they placed me in collections for an amount I do not owe.

  

  Business Response

  Date: 05/01/2023

  Date of April 21st 2023 @ 10:57 am PST

  Home Instead -  (Customers Requested Follow-Up for Week of May 1st, 2023)
  Non-MSP Account: Non-Payment and Disputing Charges (Work was performed September 30th, 2022)
  The Customer was Invoiced in October
  Multiple Attempts by Accounting to Reach
  The Customer responded in November that he was unable to submit payment due to being out of town for a funeral - "I will submit payment when I reach back home, although I do contest some of the mentioned line items in the bill and therefore will pay and move forward with another company because I don't feel a billable-Hours to be 100% honest. Thank you. - ********"
  On January 18th, 2023: I investigated and engaged ******** the same day. His listed number was not being answered, and the voicemailbox was full; he was emailed with detailed findings for billing hours, including snapshots of drivetime, with the time the technician was on-site. Updates have been provided to our accounting department.
  I attempted to reach the client again on February 3rd, 2023 - still, there was no answer, and the voicemailbox was full; I requested the accounting department to send it to collections and place the account on hold.
  On April 21st, 2023, ******** called our office but was routed to the on-call technician. ******** said the person who answered was rude when he answered the phone. This information was shared with our management team; the service manager tried to contact him for assistance but refused to talk with anyone but the owner. (Note: there was no recording to reference)
  I contacted Lawernce, and he was willing to speak with me. Lawernce now claims the work was never completed correctly, and the Wi-Fi Configuration for the Cannon Printer Setup still needed to be fixed.
  ******** shared that he now disputes all charges and has filed a claim with BBB since he was sent to collections and the work rendered was incomplete. I asked him if he would give me more time to investigate since this was our first interaction. ******** asked me to call him back the week of May 1st, 2023, since he will be out of town the last week of April.
  NOTES OF REFERENCE - I now have the new contact number for ********. ******** started interacting with ******** and ****** on September 29th, 2022. This interaction continued through October 14th, 2022. No complaints were shared with ****** or ********. 

  Email sent on 1.18.23

  Hello ******** - 
  Please know that I was asked to review the recent invoice sent to your office, "26388," for work performed on September 30th, 2022, referencing ticket T20###-###-####. This service ticket was for workstation monitors for ******** **** - Home Instead.
  A review has been conducted for the time charged to ensure there is not too much time within the ticket.
  A manager for accuracy conducted the review.
  Please keep in mind that I have sent my finding to our accounting department for further follow-up.
  If you have any questions, please do not hesitate to contact me for more help.
  Grapevine MSP always wants to ensure we complete tasks correctly, meet your expectations, and invoice accordingly.
  Sincerely -
  This is what I have discovered after reviewing historical data.
  Information was obtained from our tracking system installed within our company vehicles.
  Live snapshots are available for geo-reference.

  See Two Attchments

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because:
  
  
  The damage to my business credit remains. 
  The technician that came was unable to get the printer set up, and advised it would take many more hours to do so. 
  I never signed a fee agreement.

   I await to hear back from the owner and consider the matter unresolved until I’m able to speak with him. 
  

  In the chronology, provided it is not stated the hours I waited for technicians to arrive because of them having me meet them at their office and them coming to mine. 
  I feel the narrative shared by the business is to paint me as uncooperative. 

  I was shocked when I received an invoice with an exorbitant amount of travel time attached and $250 for someone to be here for less than an hour and unable to set up the printer. 
  Had I been given some sort of fee agreement I would’ve never agreed for the work to commence. 
  

  

  Business Response

  Date: 05/04/2023

  Thank you for your response; the narrative has been changed since our accounting department attempted to collect payment. Initially, your statement said compensation would be issued upon your return after the funeral, with concern about some charges. 
  Our attempted phone calls were not received due to full inboxes, and our emails have not received correspondence. There were multiple occasions for engagement during interaction with our sales team members. 
  Only after sending the invoice to the collection agency was the billing contested.
  Documentation for work rendered is available; real-time travel time recordings align with billable time. 
  Your original ticket was created with the following information as the scope of work, which you received by email after speaking with a service representative - "Brief description of the problem being experienced: Sales Rep contacted stating Home Instead took over the office of Kern Alternative. The firewall was left, and ******** would like to use it for his connection with Spectrum.
  This work was completed.
  Your last response identifies a printer setup that needs to be completed and the reason for non-payment. 
  I am very concerned and believe you would have contacted our office the same day if the work was not completed as expected or, at minimum, mentioned to a team member during the interactions listed below.
  Here are the notes entered by the technician, which you received by email. Included are all interactions and fellow team members. 
  
  09/30/2022 08:30 AM - 09:45 AM (1.2500 hours)
  Worked onsite and was able to get the firewall squared away after logging into it and factory resetting it. - Changed the IP of it to 192.168.10.1 to not conflict with the Spectrum equipment onsite. - Added DHCP to the internal network, and went ahead and set the DNS to it externally, and then confirmed that they were good to go on the internet. -Moved a printer- got login information to the printer, added the printer to the new subnet since it was now on a different network than what it was setup with before. - Patched it in after moving it, to confirm network connectivity - Added it to the computer in the office that was eligible to connect via a cable - Suggested purchasing a new WiFi AP as the Ubiquity AP's aren't happy when they get factory reset without having a cloudkey onsite. - Confirmed network connectivity, and patched in users office to network equipment. Confirmed that office network was working and all connectivity was working just fine minus the Wireless. ******** stated he would get an AP system and then potentially contact us for setup at a later date.
  
  Home Instead Timeline: ******** ****
  
  September 29th, 2022: A sales team member emailed ******** a calendar invitation to discuss a possible proposal; the meeting was set for October 6th at the client's place of business. ******** **** accepted the invitation; the meeting date was next changed to October 7th, 2022.
  September 29th, 2022: The customer account was created for Home Instead, a service ticket was generated, and ******** was listed as the point of contact capable of receiving updates via email; a scope of work was provided.
  September 30th, 2022: On-site work performed
  October 3rd, 2022: Our accounting department sent an invoice by email to the customer
  October 7th, 2022: Our sales team member arrived at the customer's establishment; the customer understood the meeting would be at our office rather than his place of business. 
  October 7th, 2022: The customer meets with staff at our office located on Orpheus Court, discussing the business needs of Home Instead and a complete overview of Grapevine MSP offerings.
  October 7th, 2022: Grapevine MSP quotes ******** **** by email - "MSP Onboarding."
  October 11th, 2022: The customer and our sales department exchanged emails to set up an appointment to meet at Home Instead to review the network.
  October 13th, 2022: Grapevine MSP quotes ******** **** by email - "Ring Central Trouble Shooting."
  October 14th, 2022: An on-site meeting at the customer's location; a review of the network was conducted.
  October 14th, 2022: Grapevine MSP quotes ******** **** by email - "Laptop & Hardware."
  October 14th, 2022: Later in the day, a sales team member followed up with ******** by email, thanking him for his visit and the opportunity.
  October 20th, 2022: Our sales team member followed up with ******** by email to see if he would like to ask questions or make changes to the proposal. 
  November 18th, 2022: Our Accounting Department Follows Up with the Client for Invoice Payment 
  November 18th, 2022: The Customer Responds - "Hello I just received the invoice. I am out of town for a funeral. 
  I will submit payment when I reach back home although I do contest some of the mentioned line items in the bill and therefore will pay and move forward with another company because I don't feel a billable hours to be 100% honest. 
  Thank you." -******** 
  January 18th, 2023: An audit of the billing dispute was conducted, and attempts to contact the customer were made; all simplified findings were shared by email, including attachments. An offer to call and discuss if there were any concerns was made. 
  February 3rd, 2023: I attempted to contact the customer again to follow up on the unpaid invoice; still, I was waiting for an answer, and the customer's voicemailbox was full; I requested the accounting department to send it to collections and place the account on hold.
  April 21st, 2023: Customer contacted Grapevine MSP for the second time, the first time this year since November 18th, 2022.