Complaints

This profile includes complaints for Trusted Tech Team Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trusted Tech Team Inc

  5171 California Ave Ste 250 Irvine, CA 92617-3236

  
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  Trusted Tech Team Inc

  2192 Martin Ste 140 Irvine, CA 92612-1400

  

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:07/31/2023

  Type:Product 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 1/24/2023 I received an email from Trusted Tech Team (attached "Trusted Tech Email_01-24-2023.PDF") stating their terms (which included month-to-month billing with no annual commitment). This was confirmed by ******* *************************** in her email on 2/14/2023 (attached "*************************** Email_02-24-2023.PDF"). When we tried lowering the amount of licenses, we were told we can no longer do that (attached "Trusted Tech Email_07-26-2023.PDF"). They want us to continue paying for an extra 101 licenses for an undisclosed amount of time. The main reason we signed with this company was because of the month-to-month billing and the reassurance that we could raise and lower our license count as needed. I've tried working with them for a week now and they have not provided a resolution. We would like them to reduce the E1 licenses by 101 as they advertised.

  

  Business Response

  Date: 08/02/2023

  Hello *****,
  
  When you were onboarded you were notified that there is Month-to-Month Billing and No annual commitments which is an offering of ********* licensing on the New Commerce Experience! With the New Commerce Experience, there are two licensing options, 1. Monthly 2. Annual commitments. These two subscription types carry with them separate benefits and call for the Office365 Admin for the tenant to understand which situation suits his tenant best! Monthly licensing allows for licenses to be purchased on a monthly basis and it allows for the licenses to be adjusted the first 7 days of your subscription renewal each month! This allows for flexibility in your tenant's licensing, but it doesn't come with any significant savings. Annual licensing which limits flexibility, you're able to adjust the licenses for the first 7 days and then you're locked into those seat counts for the rest of the year. The upside to Annual licensing is a significant discount versus monthly commits. Trusted Tech team communicates this knowledge in our final reviews with customers before onboardings and this is where confusion may have occurred. Based on your onboarding you were quoted out with annual commit pricing and this agreement exists between the customer and ********* and the partner selling the licenses. In this circumstance, we're past the 7-day subscription to reduce your licenses, but our company does have the ability to reduce 5% of the license cost as a courtesy. You mention that we're expecting you to pay for the licenses for an undisclosed amount of time and this is untrue. The annual commitment needs to be fulfilled on those licenses for one year from the date of the subscription and then we'd be able to help you true down your total license count or switch up and blend your licensing so that you're able to take advantage of some of your licenses having an annual commit and the others staying on monthly so they're more flexible to your tenant.

  
  Thanks,
  ****
  

  
  

  Customer Answer

  Date: 08/02/2023

  When we discussed joining Trusted Tech Team we confirmed (emails already attached) that the pricing you offered was month-to-month.  Your rep even stated that was because your service was so good that no one leaves.  We even had a discussion about when we would be merging with another company (that uses ******* that we would need to increase our licenses for a month to migrate numerous shared mailboxes from ****** to ********* and then we could just convert them to share mailboxes and remove the licenses the following month.  NO ONE ever stated that each license we added would be an annual commitment. *************** (email already attached "Trusted Tech Email_07-26-2023) even stated that "The issue is, ********* is not allowing any removal of licenses on their newly released New Commerce Experience".  Trusted Tech Team has failed to provide any evidence or contract stating that each license is an annual commitment.  We've attached several emails from Trusted Tech (before and after joining) that shows they advertise month-to-month pricing.