Complaints

This profile includes complaints for Sapphire Softech Solutions LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sapphire Softech Solutions LLC

  123 E 9th St STE 323 Upland, CA 91786-6050

  
• 

  Sapphire Softech Solutions LLC

  420 N McKinley St. Corona, CA 92879

  
• 

  Sapphire Softech Solutions LLC

  420 N McKinley St. Corona, CA 92879

  

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:11/04/2025

  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.

  Purchased an expensive lifetime technical assistance plan. They took control of my computer. Around July 1st they took control to assist with my husband's computer. They brought up all our personal info while remotely logged into our computers trying to prove we needed to purchase a software program for $5,000 by showing bogus screens about multiple "Trojans" attached to our system. While they were doing this they somehow had caused sensitive logins and passwords visible (to them also) to show on both my and his screens. No fraud happened until they got into the 2nd laptop. The phone associated w this one had no pin lock screen, allowing them to redirect the internal sim codes to their phone and bypass ours. They proceeded to drain our savings account with **************** and we never saw the ***** transfers until too late due to their hack. They had our bank login and password and changed alerts and moved in and out of our online banking at will apparently daily. It is unknown if this entire company is scamming, but an operator claiming to be a supervisor aka "****" certainly must be. He is the one who exposed all this banking info during an assistance call. We dealt with with my computer issues a long time. No scams occurred until they logged onto the 2nd computer and were able to hack the phone also. I know how this heist was done, but unless the *** can do something we are out all this money. DO NOT ALLOW THIS Company TO LOG ON TO YOUR COMPUTERS! ALWAYS KEEP A SECURITY PIN ON YOUR CELL PHONES!

  

  Business Response

  Date: 11/04/2025

  Part 1 of 2
  Re: Consumer Complaint ***** *****
  Dear Ms. ******* and the Better Business Bureau Conciliation & Engagement Department,
  Sapphire Softech Solutions LLC appreciates the opportunity to respond to **************** submission and treats with utmost seriousness any allegation suggesting compromise of a customers data or finances. We extend our sincere sympathy to Ms. ***** for the distress she and her family have endured. At the same time, it is essential to place on record an accurate account of our engagement and actions.
  Summary of our records and engagement
  Customer relationship: Our records confirm that Ms. ***** purchased a Support & Services Plan for her Windows 10 computer and HP DeskJet 3755 printer on 9 November 2021. This plan covered only the devices she initially registered under her account at the time of purchase.
  Recent interaction: On 15 October 2025, Ms. ***** contacted our support team to report a suspected breach involving her **************** savings account and subsequently shared that the compromise had occurred on her husband ****************** laptop. The affected device was never registered under ****************** plan, nor previously brought to our attention for inclusion under her coverage. Nevertheless, at her request, our technician extended limited, one-time diagnostic assistance as a goodwill measure to assess the reported issue.
  Actions taken: As documented in our case notes, the technician performed standard diagnostics and optimization procedures, including malware scans, driver updates, and defensive reinforcements designed to reduce exposure to external threats. Our technicians consistently brief customers on safe online behavior, phishing awareness, and best practices to avoid security breaches.
  Bank investigation: During this interaction, Ms. ***** confirmed that ***** Fargo had already initiated an independent investigation into the reported unauthorized transactions.

• Initial Complaint

  Date:10/14/2025

  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.

  8.21.25 cold call resulted in access to computer for vulnerable recipient. Requested cancellation of services via Sapphire and Citi Card ( disputed charge)10.14.25 sent a 2nd email requesting refund, cancellation. I am not satisfied with service. Per contract: If customer is not satisfied with the services and Sapphire Softech Solutions LLC is unable to resolve even 1 issue since the subscription activation day, a full refund will be provided.

  

  Business Response

  Date: 10/14/2025

  Dear Ms. ************** write in response to the complaint filed by Mr. ****** regarding his service engagement with Sapphire Softech Solutions LLC. We appreciate the opportunity to present the factual chronology of this matter for your review.
  Mr. ****** first contacted us on 08/21/2025 via our official website, seeking technical help for his HP Envy 6000 printer and Windows 11 computer. Sapphire Softech Solutions LLC categorically does not engage in unsolicited or cold calls; it would be implausible for us to know an individuals device issue without their direct inquiry.
  Following a comprehensive diagnostic, the issue and available support plans were clearly outlined. Mr. ****** voluntarily opted for a 3-Year Perpetual Support Plan valued at $799.99 USD and provided written authorization for the transaction. The assigned technician successfully resolved his concerns, and on 08/23/2025, our Feedback Team obtained verbal confirmation of satisfactiononly thereafter was the authorized payment finalized.
  On 09/30/2025, the customer emailed requesting cancellation, citing confusion over automatic renewals. Our Billing Manager promptly clarified and followed up in writing that Sapphire Softech Solutions does not operate any auto-renewal system and that no future charges could occur without explicit written consent.
  Nearly two months later, on 10/14/2025, Mr. ****** again sought a refund despite earlier satisfaction. During a call, he mentioned having contacted his bank to dispute the charge. Our representative explained that a refund could not proceed concurrently with an active dispute to avoid duplication, though we remained open to a partial and amicable settlement in good faith. The customer and his spouse agreed to reconnect the following week; however, a BBB complaint was filed instead.
  We have acted with complete transparency, fairness, and procedural integrity throughout and remain committed to cooperating with the Bureau and Mr. ****** toward a fair resolution.

• Initial Complaint

  Date:10/11/2025

  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 bought a Canon Printer TR4720 and I bought it from Staples I was having a hard time in with installing the Printer I called Canon and then they hooked me up with someone named ****, the first ****** I talked to *** He gave me a Ext 2007 then you had other ***s call and they all down the same. The ***** company when I called they switched me to another business I paid about ****** for that is what the *** said Sapphire! Part 2 What can I do about this group for they have been calling me and I don't pick up.

  

  Business Response

  Date: 10/13/2025

  Dear Ms. ************** write in reference to the complaint filed by Ms. ******* ******* concerning services rendered by Sapphire Softech Solutions LLC under Customer ID *********. We appreciate the opportunity to clarify this matter transparently.
  On 15 September 2025, Ms. ******* voluntarily enrolled for a one-year comprehensive support plan covering her computer, printer, and peripherals for USD $160.10. Written authorization for this charge was provided by e-mail, explicitly permitting Sapphire Softech Solutions LLC to process the payment through her card ending 2357.
  All technical issues were resolved on 15 and 16 September 2025 by our technician. Following service completion, Ms. ******* e-mailed her confirmation of satisfaction and consent to close the case.
  At her request, the payment was divided into two installments in view of financial constraints. The first installment of $80.10 USD (Transaction ID ************ processed successfully. The remaining $80.00 USD, scheduled for 5 October 2025, declined owing to card restrictions.
  After this decline, our Billing Supervisor attempted to contact Ms. ******* to inform her and arrange a reattempt; however, all calls went to voicemail. Had she responded, the matter could have been resolved promptly and amicably.
  Sapphire Softech Solutions LLC remains a customer-centric organization committed to fairness, accuracy, and constructive communication. We respectfully request Ms. ******* to contact our Billing or **************** directly so the concern may be concluded swiftly and satisfactorily.
  ?? ************** | **************
  ? ****************************************************************************************************
  We remain at the Bureaus disposal and pledge full cooperation toward a fair, transparent resolution.
  Warm regards,
  Billing & ****************************start="2120" data-end="2123"> Sapphire Softech Solutions LLC

• Initial Complaint

  Date:09/02/2025

  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 Friday August 22, 2025, I typed in a search for HP Instaink as I had an error message on my printer. I clicked on the correct website, but a popup that appeared to be HP came up instead. At least I think that's how I was redirected to Sapphire Softech Solutions ("SSS"). A text box came up with the "How can I help" standard opening. I typed that I had an error message on my printer. The person said someone would contact me in a minute. Someone did. I told that person about the error message and was directed to a different person. I asked more than one time if this was HP and didn't get a straight answer. I was directed to pay up front. One of my credit cards declined the transaction. I would have been alerted that there was a problem with the company then, but I just gave a second credit card which allowed the transaction.I spent three hours on the phone with a man I could only partly understand while he accessed my computer remotely. He told me that my current virus protection didn't cover Windows 11 which is my version of Windows. That's not true, I learned later. He showed me several entries of viruses on my computer. Also not true I learned later. At the end, he never could fix the problem with the printer, but it seemed my computer was working. However, when it went to sleep mode, it never worked again. At one point, he asked my age. I am 80. Not stupid but not computer savvy. I contacted my regular technician who gave me a lengthy code to repair the damage remotely. ** considered the issue so drastic that they wouldn't accept the code. My computer didn't work at all. I had to take it to my technician who had to take the computer back to factory settings. I stopped the credit card transaction. Luckily, he was able to save my pictures. I had to pay $200 to have my computer ************ SSS said I should have contacted them to correct the problem. How could they? The technician was obviously not in the **. My computer could not be accessed remotely.

  

  Business Response

  Date: 09/02/2025

  We thank Ms. ****** for sharing her concerns and regret the difficulties she experienced. However, we respectfully note that key details in her BBB complaint differ from her earlier written communication with us.
  
  For example, in her email reply on September 1, 2025, Ms. ****** stated that after our technicians work her computer never worked. In todays BBB filing, she states the device was working until it went into sleep mode. Similarly, in her email she raised concern about being asked her age; in our response we clarified this was only to determine if a senior discount could apply.
  
  Sapphire Softech Solutions LLC is an independent support provider, not **, and this is clearly disclosed before any work begins. On August 22, 2025, our technician worked on system optimization and printer configuration. As per case records, Ms. ****** confirmed satisfaction before our Billing Team assisted with a payment authorization. Importantly, this payment was never captured and remains in pending status. If our intent was only to collect funds, the capture would have been completed. Instead, our long-standing policy is customer satisfaction before payment, backed by a 30-day cooling-off period.
  
  We regret that Ms. ****** chose not to contact our 247 support team when further issues occurred and instead went to a third-party technician. We would have been ready to re-diagnose and assist. We remain willing even now to void the authorization entirely.
  
  All related records and documentation supporting these facts can be furnished to BBB upon request, as we are confident, we have acted correctly at every step.
  
  Sapphire Softech has served customers for over ************************ diagnostics, resolution, and billing. We respectfully submit that there was no misrepresentation as alleged and request this matter be considered in light of the above facts.
  
  Sincerely,
  Sapphire Softech Solutions LLC

• Initial Complaint

  Date:08/19/2025

  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 Feb ******* my hp copier would not work. I got connected to sapphire soft tech. They told me how to get it working. Then they processed to tell me that my lap top had lots of virus's. That they could fix it for 89 dollars. Then they told me they needed to take control of my lap top. I really didnt know what that meant until I saw the pointer going all around my documents. I then was told that for 500 dollars they could protect my computer and I phone for 2 years I then said no. Then he told me they could protect all of them for a year. For ****** I agreed. After they got through going through my computer we hung up. My husband had just had surgery and 3 days later he went to his lap top and it was all messed up. So I called them again and they took control of lap top again. Still did not work. I contacted them again told them that I wanted my money back. They told me sorry they could not do it and I could call them 24/7 to try and get it fixed. This company is a scam. They take advantage of elderly people. I will be contacting attorney general of California to make a complaint

  

  Business Response

  Date: 08/19/2025

  Business Response to BBB Complaint ****** ***
  
  We regret that *** *** feels dissatisfied & has filed this complaint. However, the following sequence of events clarifies the matter:
  
  On June 26, 2025, *** *** contacted Sapphire Softech Solutions regarding issues with her HP Deskjet 4155e printer & Windows 11 computer. She first purchased our Driver Updater software for $89.90 USD, which generates a license key to update outdated drivers. To extend coverage to additional devices (including router, peripherals, and any future devices), she authorized $300.00 USD for a 1-Year Unlimited Support Plan.
  
  As per company policy, no payment is finalized until services are delivered & the customer confirms satisfaction. After the work was completed, our feedback team contacted *** ***, who confirmed she was satisfied. Only then was the authorized payment finalized.
  
  On July 22, 2025, *** *** requested a refund, citing technical difficulties. It was over a month, since her devices were serviced. She was informed that these devices require periodic optimization, which her plan covers. A technician re-optimized her devices, & we also received her written satisfaction confirmation.
  
  Despite this, on August 7, 2025, our merchant notified us that *** *** filed a dispute with her bank. All supporting documentation including service records, authorizations, satisfaction confirmations, & e-signed documents was promptly furnished. Once a dispute is initiated, the account is marked under dispute and closed from our side; however, we remain available to assist her with any technical needs.
  
  We respectfully submit that Sapphire Softech Solutions LLC acted in good faith delivering purchased services, securing customer satisfaction before finalizing payments, & providing ongoing support. Yet *** *** described our business as a scam. The documented services, confirmations, & transparent processes clearly show this claim is unfounded.
  
  Sincerely,
  Sapphire Softech Solutions LLC
  

• Initial Complaint

  Date:08/11/2025

  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.

  In 8/2024 we bought a service the company recommended for three years (they said it would be cheaper if we sign up for three years). On 8/2025 we asked to terminate the service due to unsatisfactory results and asked they to refund the remaining fund not used (two years remaining). The company refused to refund any money and had a very rude attitude. I told them this clearly sounds like a bad company and I'd have to report you to the BBB and other platforms. Not recommend anyone to sue this company.

  

  Business Response

  Date: 08/11/2025

  Dear Ms. ****************** acknowledge receipt of the complaint submitted by Mr. ******* *** regarding alleged service issues and a refund request.
  
  After a thorough search of our customer database, we have been unable to locate any account or transaction record under the name, email address, or phone number provided in the complaint.
  
  In order for us to properly investigate and address this matter, we kindly request that the complainant provide one or more of the following:
  
  The exact date of purchase or service initiation
  The payment method and last four digits of the card used
  The customer ID or transaction ID
  The registered phone number or email address used at the time of purchase
  
  Once we receive the correct and verifiable information, we will immediately review the case in detail and respond accordingly to ensure a timely and fair resolution.
  
  We remain committed to cooperating fully with the BBB and addressing all legitimate customer concerns in a professional and transparent manner.

• Initial Complaint

  Date:08/06/2025

  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 purchased a 3 year agreement for my laptop and printer for them to maintain and prevent malware or viruses, etc. My laptop is no longer usable because of all of the viruses that have been loaded onto it. They then wanted $3200 to remove the viruses, "if possible". When I balked at that, he said, "How about $1600?" Then, a different person tried to say that the extortion attempt never happened and no person by the name I was given works there. This was a scam from the beginning. Any viruses or malware were installed by SSS themselves. I want the total amount of $550 refunded, and I also want the cost of replacing the laptop, $500.

  

  Business Response

  Date: 08/06/2025

  Dear Ms. ********
  
  We acknowledge receipt of the concerns raised by Mr. David Wolfe regarding the services provided with Customer ID: SSS138502, dated December 16, 2024.
  
  At Sapphire Softech Solutions LLC, we take such matters seriously and are committed to maintaining transparency, fairness, and professionalism in all our customer interactions. While we regret Mr. Wolfe’s dissatisfaction, we appreciate the opportunity to clarify the situation.
  
  We would like to respectfully state that Sapphire Softech Solutions LLC does not engage in any unethical, coercive, or misleading billing practices. As Mr. Wolfe may recall, no upfront charges were levied at the time-of-service initiation in December 2024. Our technician resolved the issues to Mr. Wolfe’s satisfaction, and after two days, with his explicit consent, was the authorized payment processed. Had our intent been dishonest or deceptive, standard customer safety protocols such as these would not have been followed.
  
  As for the additional charges mentioned in the complaint, it appears these may have referred to an optional plan upgrade, which could vary depending on the number of devices, additional plan duration, system condition, and scope of work. These were never mandatory, and more importantly, no payment was collected toward them. Any characterization of this interaction as “extortion” is highly unfortunate and inconsistent with our practices and values.
  
  Sapphire Softech Solutions LLC has been serving customers for over decade, and while we understand that no company is completely immune to concerns or complaints, we urge all parties to consider our long-standing record of positive reviews, customer satisfaction, and ethical conduct.
  
  That said, we remain committed to working toward a resolution. We sincerely request Mr. Wolfe to allow a brief conversation with our Billing Manager, who is fully authorized to review his case and address any remaining concerns.

  Customer Answer

  Date: 08/11/2025

  The response from SSS is without an ounce of truth.  If they conducted themselves ethically, they would not have so many BBB complaints.  There is a new and surprising email in my sent folder that states I was fully satisfied with their work.  That tells me that they are still hacking into my computer, as they wrote an email from me to them.  I have called them repeatedly to no avail.  One more call is not going to change anything, but a class action lawsuit might.  I want the refund I requested along with the price of a new laptop.  

  Thank you, ***** *****

   

   

   

  

  Business Response

  Date: 08/11/2025

  Dear Ms. ********
  We acknowledge Mr. *****’s follow-up to our earlier response.
  With regard to the statement about “many BBB complaints,” we respectfully request that Mr. ***** review our actual BBB profile: 25 total complaints in the last 3 years, 14 closed in the last 12 months, alongside an average rating of 4.99/5 stars from 2,870 customer reviews. We believe these independent metrics reflect our long-standing commitment to ethical, customer-focused service.
  On the matter of the “email” in his sent folder, our case records confirm that on July 17, 2025, Mr. ***** contacted our support for assistance. Our technician, Mr. Adam ******* resolved the issue to his satisfaction and, over a recorded line, obtained his authorization to send a service confirmation email on his behalf. We categorically deny any hacking or unauthorized access to his system and maintain strict policies against such practices.
  Regarding his claim of repeated unanswered calls, our records and prior BBB response show multiple requests from us for Mr. ***** to share a convenient time for our Billing Manager to connect with him. We have made several attempts without success. As stated before, we remain fully willing to engage directly to address his concerns, including any review of his account, in a professional and amicable manner.
  We reiterate that Sapphire Softech Solutions LLC has operated for over a decade with transparency, documented service confirmations, and adherence to industry best practices. We encourage Mr. ***** to allow a brief discussion so that this matter can be resolved swiftly and to mutual satisfaction.

  Customer Answer

  Date: 08/18/2025

  I in no way stated that I was satisfied.  There was no resolution.  There was no permission to "send an email on my behalf".  This person, whose name I still do not know, is not telling the truth, still.  They have been extremely careful not to divulge names.  I have filed a complaint with the FTC, and I've even been contacted by someone else's lawyer who is have the same issues as identified in all of the other BBB.  There is no need for me to speak to the "billing department".  Either process a refund or I will be forced to take further action.  

• Initial Complaint

  Date:07/25/2025

  Type:Order 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.

  n July 2024 I bought a service agreement for $1500.00. Customer # ********* for 3 years. On June 11, 2025 I had a problem with my computer had been hacked. I called support and asked to clean the computer. First, I spoke to someone named ****, who then transfer me to someone else. It took about 3-4 hours to clean. After that he said I had 3 other people on my IP address, and other different websites that I had no idea what they were. He told me he could remove those viruses. I could get a 2year contract for $1799.99, or a 3year contract for $3499.99. He asked me if I was a senior, that he could give me a discount for $2000.00. I told him I didnt have that money and he said Well, how soon can you get it? And it had to be a physical check. He was very demanding and irate that I could and would not send him the mo I I hung up on him. I am filing with the Better Business Bureau.

  

  Business Response

  Date: 07/28/2025

  Dear *********************start="173" data-end="176"> Conciliation & ******************************start="212" data-end="215"> Better Business Bureau
  We are writing on behalf of Sapphire Softech Solutions LLC in response to the complaint filed by Ms. ***** ***** regarding her recent service interaction and billing concerns.
  First and foremost, we would like to extend our sincere apologies to Ms. ***** for any distress or inconvenience caused. We truly value her association with us since June 2024 and deeply regret that her recent experience did not meet expectations.
  We would like to clarify that Sapphire Softech Solutions LLC does not condone or support any form of high-pressure tactics, unprofessional behavior, or misleading conduct by any member of our team. These actions are strictly against our service values and operational code.
  To proceed responsibly, our Billing Manager will be assigned to look into this matter in detail. However, we do require a conversation with Ms. ***** to properly investigate the incident and gather complete context from her perspective. Her patience and cooperation during this time would greatly assist us in conducting a fair and thorough review.
  We kindly request that Ms. ***** provide a convenient time or alternate contact number for a direct conversation. Our goal is to resolve this matter promptly, transparently, and to her complete satisfaction.
  Sincerely,
  Customer *****************************start="1572" data-end="1575"> Sapphire Softech Solutions LLC

• Initial Complaint

  Date:06/24/2025

  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 bought a ***** printer from ******* on 4/8/2025 and went to ***************************** to find out how to use it. Then someone responded and told me I need to buy a software which cost me $89.90. The second day I found out that I can do the print on my phone, there is no need for me to buy the software. I have called them to get my money back, they refused my request. COMPUTEROIDS DRIVER UPDATER CUSTOMER ID :*********** EMAIL : ************************ TOLL FREE : ************ / ************ / *****************(**)TIMING : 365 days 24*7 I was cheated.

  

  Business Response

  Date: 06/24/2025

  Dear Ms. ************** acknowledge the complaint submitted by Mr. **** **** and thank you for the opportunity to respond.
  On April 8, 2025, Mr. **** contacted our support team through our official website, ********************* seeking assistance to configure his Canon TS3722 printer with his Windows 11 computer. After diagnosing the issueidentified as driver-relateda detailed support plan was offered, including a one-time charge of $89.90 USD for a 1-year subscription to our Computeroids Driver Updater software.
  Mr. **** provided written authorization to proceed with the purchase, and the software was successfully activated by our technician. A post-resolution satisfaction confirmation email was also received from Mr. ***** stating he was "completely satisfied with the services provided."
  The claim that he later printed from his phone does not invalidate the initial issue he faced on his Windows deviceour service specifically addressed that. As part of our standard protocol, technicians also ensure configuration across other smart devices, when possible, which likely enabled mobile printing thereafter.
  Our licensing terms clearly state the activation key is single-use, device-bound, and non-transferable once applied. Furthermore, our pricing reflects significant valueunlimited support availability 24x7 for a full yearequating to less than 25 cents/day.
  We firmly deny the allegation that Mr. **** was misled or cheated. All services were transparently provided, documented, and accepted with consent. Refunds are considered under our 30-day resolution guarantee policy, which in this case was fulfilled.
  We are happy to provide all supporting documentationincluding email records, authorization, license usage logs, and technician work detailsupon request.
  Sincerely,
  Sapphire Softech Solutions LLC
  **************************************** | **************

  Customer Answer

  Date: 06/25/2025

  
  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.
  
  Regards,
  
  **** ****
  
   
  

• Initial Complaint

  Date:06/20/2025

  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.

  Attempting to get my printer hooked up to my Wi-Fi and my computer. I became in contact with people I thought were with ** or contracted by **. Turns out they were not. They said my computer was corrupted and needed to be fixed in order for my printer to be hooked up. I paid $699 for repairs and 3-year service and a firewall. My daughter told me I had been scammed. I ran a virus scan on my computer and they had put a Trojan horse on my computer. I removed it. I have taken my computer to have all traces of their software off of it at a cost of $210. I am disputing the charges with my credit card company. My computer does regular virus scans. It's last one was only a couple of days before I allowed these people on my computer. It showed no issues. When I manually ran the scam, only hours after these people were on my computer I found the trojano horse. My desire is that this doesn't happen to somebody else. I'm confident my credit card company will find in my favor.

  

  Business Response

  Date: 06/23/2025

  To: ******* *******
  Conciliation & ******************************start="223" data-end="226"> Better Business Bureau
  RE: Complaint by Mr. ***** ****** | Customer ID: *********
  Dear Ms. ************** acknowledge the complaint filed by Mr. ****** and appreciate the opportunity to respond.
  On June 19, 2025, Mr. ****** visited our website seeking help connecting his HP Smart Tank 5103 printer to his Windows 11 computer. After diagnosing the issue, our team identified outdated drivers as the root cause. We clearly statedboth verbally and in writingthat Sapphire Softech Solutions LLC is an independent support provider and not affiliated with ** or any *** brand. This was acknowledged in the email authorization and e-signed agreement.
  Multiple plans were offered, starting at $99.00. Mr. ****** voluntarily opted for the $699.00 plan covering 3 years of unlimited support, including software. He confirmed authorization via email and e-signature, and a senior technician spent over 90 minutes resolving the issues and completing the setup.
  After the service, Mr. ****** submitted an "Excellent" rating and expressed satisfaction. As per our policy, charges were only authorized, not finalizedwe await post-service feedback within 2448 hours before processing payment.
  We strongly refute the claim that we are a scam. Sapphire Softech is a legally registered U.S. business delivering support & services for years. We follow a transparent process involving written consent, post-service satisfaction, and delayed billing to protect consumers.
  We regret the misunderstanding and would have appreciated a chance to resolve this directly. We remain open to discussion. All supporting documents, emails, and feedback records can be furnished upon request.
  Sincerely,
  Sapphire Softech Solutions LLC

  Customer Answer

  Date: 06/24/2025

  
  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.
  
  Regards,
  
  ***** ******