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:02/10/2025

  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.

  Date of Transaction was Jan 13 2025 I went on ******* to see if anyone could tell me what was wrong with my printer and someone said that they could help me with that and they tried a few things and they said they would have to get in the computer to fix the printer so I let them in to the computer to fix the printer and then they started telling me that my computer wasn't secure and that all my information was on the dark web and they said that they could fix it and make it secure and I wouldn't have to worry about anyone getting my information anymore but then he gave me some prices on how much it will cost for one year it was $199.00 and for five years it was $ ****** and to protect it for life it was $899.00 and they wouldn't get out of my computer until I would agree to purchase one of there options .

  

  Business Response

  Date: 02/14/2025

  Dear Ms. ******* (BBB),
  We are responding to the complaint raised by Mr. *********** regarding services provided by Sapphire Softech Solutions LLC.
  Summary of Events:
  Service Request: On January 7, 2025, Mr. *********** purchased a 3-year auto-update support plan for his devices (PC, printer, router, and peripherals) for $899.00.
  Technical Support: On January 7, 2025, our technician optimized Mr. ************* computer. A hardware issue with the printer was identified.
  New Printer Sent: We sent Mr. *********** a new HP Deskjet 2855e printer at no additional cost, delivered on January 9, 2025.
  Printer Setup & Resolution: On January 10, 2025, technician ***** ******* helped set up the new printer. Mr. *********** confirmed satisfaction with the service and gave consent to close the case.
  Customer Complaint: Mr. *********** raised a complaint on January 13, 2025, stating that after seeking third-party help on ******** the technician claimed his computer was insecure and pressured him to purchase additional services ranging from $199 to $899.
  Our Standpoint:
  No Pressure Sales: Sapphire Softech Solutions does not engage in high-pressure sales tactics. We only provided services agreed upon in the support plan.
  No Unauthorized Access: Our technicians did not access Mr. ************ system without consent or suggest services beyond the initial agreement. We do not offer dark web monitoring or security services.
  Third-Party Service: Based on Mr. ************ complaint, it appears the issues stem from a third-party service, not Sapphire Softech Solutions.
  Conclusion: We believe the complaint regarding unauthorized services and pressure tactics is not related to our company. We kindly request the BBB review this complaint with the above information in mind. We are committed to customer satisfaction, and all services were provided as agreed.
  Any supporting documents, including service records and communications, can be provided upon request.
  Thank you for your attention.

• Initial Complaint

  Date:01/10/2025

  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.

  1/10/25 My computer wasn't scanning. I contacted ** online to get help with the problem. Suddenly a chat box popped up & she asked what the problem was. I typed in the problem with the scanner. Then I was told that a technician would contact me. A technician called ****** was taken through a series of questions & steps on my computer. He then asked if he could take control of the ********* allowed this thinking he was a legitimate HP technician. He wasn't & I realized later this afternoon that this has all been a scam! That was after he sold me a contract with a company called Sapphire Softech Solutions; first asking for $1000 then decreasing to $800 in 2 payments of $400 each on 1/10/25 & 2/28/25. The contract was supposed to be for security services similar to but superior to ****************, he said which only protect my computer from malware & not from Trojans, ******, Adware, Spyware. He said his system would block *********** mail & unauthorized users on all my devices. He was believable when he said this was a one time payment for a lifetime when in fact on paper it's called a 3-year automatic update perpetually (for life). In addition, they were signing for me online when asking me questions about what I thought I was getting, ie, a security system that would cover all of the areas of hacking he mentioned that could occur on my computer; I was answering yes to twisted questions. When I went online & saw the number of customers @ ********************, I realized this was fraud & cancelled my credit card immediately. When I called the Sapphire *** to cancel the contract, I was told I had to pay a service charge of $99 + $50 for the service the man provided (he did fix the problem), to which I agreed if he'd send me an email bill for $149, & I'd send him a personal check. He said this would be handled by another ********************** hung up. I've known of others who've encountered fraud. This was my first experience; I'm letting others know. Please beware!!

  

  Business Response

  Date: 01/11/2025

  Dear Rhianna (BBB),
  
  We are addressing Ms. ******** complaint and aim to clarify the situation. Ms. ****** authorized Sapphire Softech Solutions for $800, split into two payments: $400 on 01/10/25 and $400 on 02/28/25, for a 3-year plan. Additionally, she authorized the purchase of the Computeroids Driver Updater software for $89.90. The services, including the software and support plan, were outlined and agreed upon in the authorization email sent on 01/10/25.
  Our technician resolved the issues, and Ms. ****** confirmed her satisfaction via email. At her request, the $89.90 software charge was adjusted into the total amount, and she authorized the $400 payment on 01/10/25. The remaining balance of $310.10 was to be paid on 02/28/25 as agreed.
  Later, Ms. ****** decided to cancel the plan. We honored her request and explained the charges, including the technicians service and software license. We requested a one-time fee of $149.00 for both.
  We deny the fraud accusation. If we were a scam, we would have charged Ms. ****** upfront without resolving her issues. The $400 payment is still pending, and the $89.90 software charge was voided upon cancellation. We encourage Ms. ****** to check with her bank for unauthorized charges. While she has seen negative reviews online, most of our customers are satisfied, as no company achieves 100% satisfaction.
  We've acted in good faith, honoring Ms. ******* requests. The $149 fee is reasonable, covering the cost of the software and technician time. We believe this is fair as part of the resolution.
  We appreciate the opportunity to clarify and remain open to providing additional information if needed.

• Initial Complaint

  Date:11/15/2024

  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 needed a driver for my printer. The chat box came up and offered assistance by phone. I gave the phone number. After several failed attempts to install the software they asked permission to screen share.. After a while, I realized it was a scam - but it was too late. It appears it was some kind of ransomware. They took my credit card info for the security they said I needed. They basically raped my new MacBook Air. The computer is destroyed. The website they use is ************** phones

  

  Business Response

  Date: 11/16/2024

  Dear Rhianna,
  
  We are writing in response to the complaint filed by ******************* regarding the service provided on 8th November 2024.
  
  We acknowledge Ms. ****** concerns and regret any misunderstanding. Our company, Sapphire Softech Solutions LLC, operates with the highest standards of integrity and customer service. We take complaints seriously and are committed to resolving issues promptly.
  
  Our Manager, ********* ********, spoke directly with Ms. **** and addressed her concerns. An amicable settlement was reached, and both parties came to a mutual understanding regarding the services provided.
  
  Additionally, we would like to correct a factual discrepancy in the complaint. The amount authorized for the service was $549.99 USD, not the $595.00 USD mentioned.
  
  We are committed to transparency and customer satisfaction, and we regret any confusion caused. We take all necessary steps to ensure the security and privacy of our customers.
  
  We believe this matter has been resolved and appreciate the opportunity to clarify the situation. Please contact us if further information is needed.
  
  Thank you for your attention.
  

  Customer Answer

  Date: 11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I received a call from ******** that if I will keep the Office Pro Printer 9730e at a cost to me of $320.00 ONLY then this complaint is settled and the services for $545.00 will NOT BE BILLED TO ME.  I 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,
  
  ****** Ann **********************

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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 consider this a scam. My interface with this company was on 10/08/24. My printer was disconnected from my computer. I couldnt figure out how to reconnect so I went online to find out how to connect a Canon TS 5300 printer. On the website a chat box immediately popped up. I typed in my problem and the responder asked for my phone number so they could have a technician call, and to please keep the chat open till connected with the agent. They called. The person calling had a strong accent and spoke rapidly, confusing . he gave instructions: click here, click there, what do you see. He said my browser was not acting correctly. He me to share my screen with him so he could run a diagnostic and see what the problem was. I agreed because at this point I thought I was in tough with a Canon tech. Once they had my computer they flashed all kinds of screens showing some supposed Trojan Horse, which, they said was not fixable with the Apple firewall and virus support. I would have to take it out to ***** and have it fixed for $499, or for $450 they could fix it and for an additional $550, they would give me three years firewall protection and support. That was about the fourth offer, going down each time. Finally I agreed because they had control of my computer. What else could I do? I have no idea if there actually was an unfixable problem on my computer ***** says anyone that offers protection more than their very strong protections is usually a scam. I do know the printer could have been hooked up for free. They supposedly have email confirmation of my agreement to the proposal, but please note that THEY signed my name and THEY signed that I was completely satisfied, all while having control of my computer. That night I responded to their survey that I was definitely not satisfied and requested they return the funds. They did not. The bank stopped payment, but now Im being harassed to pay up since I agreed I was satisfied and I agreed to service!

  

  Business Response

  Date: 10/22/2024

  Dear Team,
  
  We are writing to formally respond to the complaint submitted by Ms. ****** concerning her interaction with our company on October 8, 2024. We take all customer feedback seriously and wish to clarify several important points regarding her allegations.
  
  Firstly, it is imperative to note that no charges have been processed against Ms. ****** to this date. This fact can be confirmed with her bank, which has halted any potential transactions. The agreement entered into by Ms. ****** was contingent upon her feedback, as outlined in our policy that prioritizes customer satisfaction.
  
  Since the initial interaction, our dedicated Feedback Team has made multiple attempts to reach Ms. ****** via phone to solicit her input.Unfortunately, these efforts have not been successful. We pride ourselves on our commitment to customer satisfaction, and had Ms. ****** expressed any concerns during these outreach attempts, we would have promptly addressed them by processing a void for the authorized payment.
  
  Regarding her assertion of harassment, we must emphasize that our records do not reflect any communication from Ms. ****** indicating dissatisfaction. The survey she completed yielded a neutral response, which does not align with her claims of harassment. Our commitment to resolution is further demonstrated by our email sent on October 21, in which we sought her valuable feedback after our attempts to reach her by phone were unsuccessful.
  
  It is vital to highlight that our organization has built a reputation for integrity and ethical conduct over many years in this industry.We are committed to operating transparently and responsibly, and if we were indeed a fraudulent entity, we would have processed her payment without regard for her feedback or satisfaction.
  
  To resolve this kind of matter amicably, we encourage our customers to communicate directly with our Billing Team. A straightforward email request for a refund would suffice to initiate the voiding of the payment. Regrettably, ********* did not express any dissatisfaction through our available communication channels before approaching the BBB. 
  
  To facilitate an amicable resolution, we would like to inform you that our Billing Team has been notified, and the authorized payment will be voided and reversed to the original source account. Ms. ****** will receive communication acknowledging the voided receipt within 24 to 48 hours.
  
  We are fully prepared to furnish any necessary proof of our communications and procedures upon request.
  
  We appreciate your attention to this matter. We remain fully committed to addressing any concerns Ms. ****** may have and look forward to resolving this issue promptly and professionally.
  

  Customer Answer

  Date: 10/24/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/14/2024

  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.

  My father in law was hacked by these people in 2023. Hes given them $800 to date and they wanted $1000 TODAY or they couldnt help him. Its a scam. They take control of the screen once u unknowingly give access. Once he handed me the phone and I told them Id just wipe the computer no problem they kept demanding the money. They also wanted him to buy a machine that would restrict internet access to our houses devices so no one could go onto the internet. Their response to the suspected dangerous activity was someone got the ** address and was visiting *********** websites. I couldnt laugh hard enough. I make and distribute *********** myself and my devices are not compromised in any way apparently only his was. Do not do business with these people. They also target older persons.

  

  Business Response

  Date: 10/18/2024

  Dear,
  
  We are writing in response to the complaint filed against Sapphire Softech Solutions LLC on October 15, 2024. First and foremost, we would like to express our sincere appreciation for the opportunity to address this matter.
  
  At Sapphire Softech Solutions LLC, we are dedicated to maintaining the highest standards of professionalism, reliability, and integrity. We have built our reputation over many years by delivering quality support to our customers, and we take any concerns raised by our clients seriously.
  
  To proceed with a thorough investigation into this complaint, we kindly request complete details regarding the customer in question, including their full name and registered customer ID.
  
  This information is essential for us to retrieve relevant records from our database and verify the situation in question. Without these details, we are unable to conduct a proper investigation.
  
  We also want to reassure you and our customers that ********************** LLC operates as a legitimate and trustworthy entity. Our commitment to customer satisfaction is unwavering, and we strive to resolve any issues promptly and effectively.
  
  For any further discussion or clarification, we are available 24/7 on our toll-free numbers provided on our website. We encourage open communication to ensure all concerns are addressed appropriately.
  
  Thank you for your attention to this matter. We look forward to your response and the opportunity to resolve this issue satisfactorily.
  
  Thanks & Regards.
  

• Initial Complaint

  Date:10/04/2024

  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 Oct. 4, I tried to install a new HP printer. I called the number given to me and was put in contact with Sapphire Softech Solutions. I thought I was speaking to someone from ** to install my printer.After six long hours, my printer is finally working. The person told me that the Malware I had for protection wasn't there and they said I needed a Firewall protection, which I signed for for three years for $500.00. through my **** credit card. After the long time I read one of your complaints which mentioned that in an iMac, l don't need Firewall protection. This is why I called them and asked for a refund. The man in billing was very very rude and I spoke to him about it He insisted that I was looking for a free deal. he also told me that there would be a $149.00 charge for the six hours the agent took out of their time. He INSISTED that it was all in black and white, but I never saw anything saying that. Also, after the long time, I went to my e-mail to try to print out the receipt for the $500.00. It would not print out, which made me think it was a scam. I told them that I was 87 years old and i feel that they took advantage of me.

  

  Business Response

  Date: 10/07/2024

  Dear Joyce,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and want to ensure you that your situation has been addressed.
  
  We are pleased to inform you that our Billing Manager has spoken with Ms. Barry, and we have successfully resolved the issue to her satisfaction. The payment of $500.00 has been voided & reversed to the source account. The information regarding the refund process has been communicated through email enclosed with the copy of voided transaction receipt.
  
  We appreciate your patience as we worked through this matter. Please mark this complaint as resolved.
  
  If you have any further questions or need assistance in the future, please don’t hesitate to reach out.

• Initial Complaint

  Date:06/04/2024

  Type:Billing 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 gave them permission to go in my computer and install a driver and connect to my WI-FI and they did they got my home address and my bank information and charged me $1.00 and the remaining $99.00 to be charged on June 3rd come to find out by my bank that Mastercard put red flags on my account not to authorize payment to them and I'm afraid they're gonna go in a delete my entire system because I've canceled my card and I'm not paying them another dime because they are frauds and scammers.

  

  Business Response

  Date: 06/06/2024

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

  We hope this message finds you well.
  

  This correspondence is in response to the recent complaint you filed with the Better Business Bureau regarding the Support & Service Plan you purchased from Sapphire Softech Solutions LLC on May 30, 2024, for your Windows 10 Computer and Canon TR 4520 Printer.
  

  First and foremost, we wish to assure you that we take your concerns very seriously and are committed to addressing them promptly and thoroughly.
  
  To provide a comprehensive response:
  
  (1) Service and Payment Agreement: Following the successful completion of service by our technician, you authorized an initial payment of $1.00 USD and agreed to the remaining balance of $99.00 USD to be paid on June 3, 2024, as stipulated in the signed contract. You provided positive feedback regarding the service on June 1, 2024, and confirmed the arrangement for the subsequent payment.
  
  (2) Payment Declines: On June 3, 2024, the scheduled payment was declined by your bank with the notation "Activity limit exceeded." Upon notification, you requested a payment link to process the payment manually, which also resulted in a decline for the same reason. Subsequently, you requested the payment to be rescheduled for June 4, 2024. Unfortunately, this attempt was similarly declined for the same reason.
  
  (3) Ongoing Communication: Since the initial declines, our billing team has made multiple attempts to inform you of the continued payment issues. We have received your complaint indicating that Mastercard has flagged your account and you have concerns about potential fraudulent activity.
  
  (4) ********* of ********* and Security: We categorically affirm that Sapphire Softech Solutions LLC operates with the highest level of integrity and transparency. We do not possess the capability to remotely delete or alter any data on your system. Our primary objective is to ensure the provision of exemplary support and service for your devices.
  
  (5) Resolution and Next Steps: We fully understand your concerns regarding the flagged transactions and the security of your system. We are prepared to work collaboratively with you to resolve these issues in a manner that is satisfactory. We can explore alternative payment methods or other solutions that *** address the limitations imposed by your bank.
  
  Thank you for your attention to this matter. We remain committed to your satisfaction and look forward to resolving your concerns promptly.
  
  Sapphire Softech Solutions

• Initial Complaint

  Date:05/18/2024

  Type:Billing 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.

  Sapphire Softech Solutions provided services in (Fixing) my existing ********** * ********* * successfully accomplished those tasks.Unfortunately, the Technician "*********************" in repairing the problem(s) , without my "Consent or Knowledge" (Removed) my option(s) of making (Future) "Friends on *********** Furthermore, there are numerous negative complaints on the Better Business Bureau Web page. I started * agreed to a (1) Year contract of (Protection) for my computer on 5/17/24. There costs were a $149.99 Technical repair services * $199.99 for (1) Contract, starting on 5/17/24. According to their (Own) policy, based on a (Refund), which hasn't been (Paid) yet. I was required to (Pay) by (Money ****** * forward to their Offices on 5/30/24. I understand there is a $ ***** Dollar (Fee), for fixing my problem(s) with my existing Computer * Printer. I will be forwarded with that (Fee) on May 30th, 2024........! I am now forced to (Find) someone to (Repair/Fixed) my ********** Page with their wrongful Tampering.......!

  

  Business Response

  Date: 06/03/2024

  Dear ******************,                                                                                                                                                                                                                                                                 
  We acknowledge receipt of your communication detailing your concerns regarding the services provided by Sapphire Softech Solutions. Please accept our sincere apologies for any inconvenience you have encountered.                                                                                                                                                                                                                         
  We are pleased to note that our technician successfully resolved the issues with your computer and printer. However, we deeply regret any unauthorized modifications made to your ******** settings, which have caused you distress. Rest assured, we take these matters with the utmost seriousness and will address your concerns comprehensively.
  Our technicians are strictly instructed to address only the issues specified by the customer and to refrain from making any changes without explicit consent. We will thoroughly investigate this incident to ascertain whether there was any breach of protocol. Should our technician be found at fault, appropriate measures will be taken to prevent such occurrences in the future. We will also assist you in restoring your ******** settings to your preferred state.                                                                                                                 
  Regarding the payment and refund issue, we acknowledge that you have entered into a one-year contract commencing on May 17, 2024, for a total of $350.00 USD, payable via money order. Our primary objective is to provide exemplary support and ensure complete customer satisfaction. We adhere to a policy prioritizing "Customer Satisfaction First." If you believe the $99.00 USD payment should be the appropriate and correct amount to be paid for the issue resolution, then we are amenable to that adjustment.                             
  As for the complaints on the Better Business Bureau website, we are aware of them and have actively worked to address and resolve any issues raised by our customers. It is recognized that no service industry can achieve 100% customer satisfaction, and even leading brands encounter dissatisfied customers. However, our ratings indicate a customer satisfaction rate exceeding 90%. Your feedback is crucial in helping us enhance our services.                                                                                                                                         
  We deeply regret any inconvenience our services may have caused and appreciate your patience as we work to resolve these matters. Should you require immediate assistance to rectify the issues with your ******** account, please contact our support team directly at ************** or **************, and we will expedite the resolution.                       
  Please be assured that we value your business and are committed to ensuring your satisfaction.                                                                                                                                                                                                                                                                    
  Thank you for your understanding.

• Initial Complaint

  Date:03/30/2024

  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.

  I needed a driver for my printer. The chat box came up and offered assistance by phone. I gave the phone number. After several failed attempts to install the software they asked permission to screen share.. After a while, I realized it was a scam - but it was too late. It appears it was some kind of ransomware. They took my credit card info for the security they said I needed. They basically raped my new MacBook - the guys at Best Buy couldnt believe what they saw. The computer was destroyed. The website they use is www.support.me phones ************

  

  Business Response

  Date: 04/04/2024

  Dear ******************,
  We sincerely apologize for the distressing experience you encountered while seeking assistance with your printer driver. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
  Upon reviewing your complaint, we investigated the incident thoroughly and observed that our representative walked you through the troubleshooting steps initially, and when things did not work, your verbal consent was taken before sharing the screen to help you further with the issues you were facing with your devices. After diagnosing the issues, several fixation plans were offered to you, out of which you chose to go for the 1 Year Unlimited Support & Services Plan.
  Before commencing the fixation, we obtained your email authorization as consent to proceed, and you electronically signed the invoice as part of the authorization process. These documents can be furnished upon request. Regarding the credit card details, only the last 4 digits were taken, which are part of our Authorization Email and the Invoice. No one can charge any amount with only the last 4 digits of a card. Furthermore, as per our companys policy, we do not charge any of our customers upfront until the issue is resolved to their satisfaction, and they provide positive feedback to our feedback team within ***** hours.
  Please be assured that you dealt with a legitimate company, and we are committed to providing the best support and services to our customers. We have been in business for a considerable time and have never implied any association with or representation of OEM brands in the market.
  Upon further investigation, we found that when the case was transferred to our Senior Technician for fixation, the call and session were disconnected from your end. Despite our follow-up call/email, we did not receive a response, and as a result, we considered your case null and void in our records and closed the ticket.
  Please accept our sincerest apologies for any inconvenience or distress this incident may have caused you. We value your trust and loyalty as a customer, and we are committed to regaining your confidence in our services.
  If you require any further assistance or have additional concerns, please do not hesitate to contact our customer support team at ******************************************************* We are here to help and will do everything in our power to assist you.
  Thanks & Regards,

  Customer Answer

  Date: 04/04/2024

   I am rejecting this response because:
  I foolishly did allow access to a bogus company.  They were not installing a driver- they were deleting everything on my computer.  There was nothing wrong with my brand new MacBook - it was all manufactured bogus information. They are a ransomware company designed to dupe the consumer.  They ruined my brand new MacBook.   
  
  
  

  

  Business Response

  Date: 04/09/2024

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

  
  Thank you for your continued correspondence regarding your recent experience with Sapphire Softech Solutions LLC.

  
  We understand your concerns and frustration regarding the situation. However, based on our records and communication history, it appears that ************** was not given the opportunity to work on your devices, as you mentioned. Therefore, it is indeed puzzling how your devices could have been affected without our intervention.

  
  We want to reiterate that our company is committed to providing legitimate and professional services to our customers. We take pride in our reputation for offering responsive and competent support to address our customers' needs.

  
  While we regret any inconvenience or distress this incident may have caused you, we assure you that we do not engage in any malpractices or unauthorized activities. Our priority is always to ensure the satisfaction and security of our customers.

  
  Regarding your statement that there was nothing wrong with your device, it seems contradictory that you were seeking assistance over the internet to resolve an issue that you believed did not exist. It is unclear why you would be searching for help if there were no perceived problems with your device.

  
  In your previous communication, you requested that there should be no further contact from our company, and we assured you of that in our response.

  
  Still, if there are any further concerns or issues you would like us to address, please do not hesitate to reach out to us. We are here to assist you and resolve any outstanding matters to your satisfaction.

  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 04/10/2024

   I am rejecting this response because:
  They are lying.   The initial contact was through a bogus chat box.  I was trying to install a printer driver and they appeared to help.  They did not help - they abused my computer.
  I was on the phone and screen sharing with these people for more than one hour.    When the screen ever disappeared from my screen and black goes with red behind appeared, I terminated the call.  I took my computer to Best Buy where they said it was too damaged to repair.  They suspected ransomware and other nefarious actions were done to the MacBook I had just purchased.  I had to get a new computer.   This is a bogus company set up to take advantage of people!

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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 02/20/24 I called HP support to get help connecting my new ****e printer to my chromebook. They were unsuccessful and without my consent transferred me over to Sapphire Solutions. Sapphire helped me for awhile then told me I was indanger of being hacked etc and needed a firewall for $100 a year and another $200 to hook my printer on my chromebook and cell and tab.They took my credit information and after over several hours and multiple people could not connect my printer.First. They were disreputable in selling me a firewall for a Chrome OS as it is not needed and they know it. Second, taking money in advance with assurance of success that never happens in connecting my network to printer.Third. passing me around to many people while adding useless apps to my phone over several hours with no success is unconscionable and dishonest.

  

  Business Response

  Date: 02/22/2024

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

  
  We hope this email finds you well.

  
  We are writing in response to the complaint you filed with the BBB regarding the service and apparent charges.

  
  Upon a thorough audit of our interactions with you, we have found that all actions taken during our calls were carried out with your explicit consent. Your transfer to us, (Sapphire Softech Solutions LLC.)  was conducted with your written consent and agreement on the contract document, which includes your digital signature.

  
  It is important to note that we do not charge any customer upfront before completing the entire work. The sharing of the last 4 digits of your card was solely for filing and verification purposes only, and it is not feasible to charge anything with just the last 4 digits. We kindly request you to verify with your Bank/Card provider about any transaction done under (Sapphire Softech Solutions LLC) and share the proofs to validate.

  
  Regarding the dispute of the supposed $300.00 charge, we believe your claim to be unjustified and unfounded.

  
  Our support managers have made repeated attempts to reach you on both your numbers (8052163771/8204440699) but have unfortunately been diverted to voicemail each time.

  
  We kindly request that you allow our technicians to complete the work and close the case. Your cooperation in this matter is greatly appreciated.

  
  If you have any further questions or concerns, please do not hesitate to contact us.

  
  Thank you for your attention to this matter.

  Regards

  Customer Answer

  Date: 02/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.