Complaints

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

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  OnTech Smart Services

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  OnTech Smart Services

  45A Commerce Way Totowa, NJ 07512-3106

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:10/13/2025

  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 scheduled and paid for an installation service for October 6, 2025. Because of internet issues the service could not be completed and I was directed by the technician to call and reschedule which I did. The appointment was to be on October 13, 2025 between the hours of 8 am to 10 am. I waited until ll:30 and finally called the company. I was told that my appointment had been rescheduled for October 14, 2025. I received no text message, email or call to let me know. I asked to speak to a supervisor and was told by ***** employee number 79E that one was not available but he wou[d put in a request and I would be contacted within 72 hours. He also said I could call back. I did and I requested a supervisor immediately and ******* employee number 00777700(probably not real as he told me serveral times that this was not relevant). He asked several questions(the same as previously requested) and after ******************************************************************************************* 72 hours. Again not acceptable. I tried again and once again was sent to a cental america call center. I hung up and found a number supposedly for the corporate office. This time I was directed to a call center in *******. She finally located my account and affirmed that the appointment was reset but could not tell me why or why I was not contacted. She did however tell me that I would be contacted by phone within 24 hours with that information. Still not an appropriate way to conduct business but at least I know I will be talking with someone who I could talk to and probably vent. I do not understand how a business could let this happen. Amazing to me that their call ceneters in *************** did not have any information on how to contact someone in corporate concerning complaints.(even if it was by email).

  Business Response

  Date: 10/16/2025

  October 14, 2025
  
  
  
  Mr. ***** **********
  ************************
  *******, ** *****
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ********************* October 13, 2025, we received your complaint, dated October 13, 2025, filed with the Better Business Bureau.
  
  You stated that you had an appointment scheduled for October 13, 2025, but it was missed. When you called into customer service you demanded a supervisor, but you were advised there is a delay for one to be available.
  
  I called you at on the phone number provided to discuss the matter further;however, I was unsuccessful in reaching you and I left a message.
  
  A review of the technician visit scheduled for October 13, 2025, found it had to be rescheduled due to a resource issue. When unforeseen circumstances arise,OnTech does our best to contact the customer as soon as possible. I apologize if you were not contacted promptly.  
  
  We appreciate that you brought this to our attention, so it can be addressed internally; we apologize for any inconvenience.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          ****** / ******* Better Business Bureau
                  **********************************************
                  ******, ** *****

• Initial Complaint

  Date:10/03/2025

  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.

  OnTech scheduled an installation appointment at my home for Friday, October 3rd, between 4:006:00 PM to install personal security equipment. The technician arrived unannounced at 12:30 PM, nearly four hours early, and left without waiting or completing the work.Details of Complaint:Date of transaction: September 28, 2025 Scheduled installation date: October 3, 2025 Amount paid: $306.42 (to OnTech for the installation of personal security equipment)What the business committed to provide: Installation of personal home security equipment during the scheduled 4:006:00 PM window.Nature of the dispute: The technician arrived at 12:30 PM, outside the scheduled time, did not wait, did not return, and did not complete the installation. I was at work until 3:30 PM, so I could not have been available before the confirmed ************* response so far: The only communication I received was a text from the technician instructing me to reschedule. No attempt was made to honor the appointment or resolve the problem. This message is included in the attachment.Why this is more serious: This was not a routine installation. It was for personal security equipment, where reliability, punctuality, and professionalism are critical. Failing to complete the job left me without the agreed security measures for my home.Concerns:This demonstrates poor business practice, with disregard for confirmed appointment ******** raises potential safety concerns, since customers may rely on timely installation of personal security systems to protect their homes and families.The business has not attempted to resolve the issue outside of telling me to reschedule.Desired Resolution:Acknowledge this failure and the seriousness of mishandling a security installation.Provide immediate priority rescheduling or appropriate compensation for the missed appointment.Improve accountability and ensure technicians adhere to confirmed windows, particularly for security-related services.

  Business Response

  Date: 10/07/2025

  October 6, 2025
  
  
  
  Mr. **** ******
  ***************************
  ***********, IL *****
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ***************** October 6, 2025, we received your complaint, dated October 3, 2025, filed with the Better Business Bureau.
  
  You stated that you had an appointment scheduled for October 3, 2025, to install a security system, but the technician arrived too early and missed the ********** requested a billing adjustment, assurance this will not happen on subsequent appointments and priority rescheduling.
  
  A review of your account found the technician did arrive prior to the appointment time. We do our best to notify the customer when we are unable to meet an arrival window; however, in your case we were unsuccessful. An internal review is provided to ensure this does not occur in the future. I found a new appointment has been scheduled for October 8, 2025, between 8:00 am-10:00 am. I confirmed the routing team is aware of this appointment and have ensured arrival within the quoted window.
  
  I refunded the $20.00 premium appointment charge as a courtesy. Please allow 7-10 business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          ****** / ******* Better Business Bureau
                  **************************************
                  ******, ** *****

• Initial Complaint

  Date:09/14/2025

  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.

  On 7/25/25, I scheduled a Ring Smart Home Advisor visit with OnTech a company that Ring recommend the cost was $49.99. During visit the advisor stated I would benefit from adding another camera and said the cost of visit would be applied towards installation as long as I booked service within 3 days. We were traveling so I wanted to place order for equipment get the delivery date and then book my install appointment to ensure it wouldnt overlap with our travel dates. Once I placed order with Ring and got the delivery date (which was the next day) I called and book installation appointment. I informed the booking agent that I have had just had an advisor visit. He stated they would charge me in full and once the install was complete they would refund $49.99 fee. The day of the scheduled install the they called me and said we are running late and I said no worries just make sure I get my fee refunded as they had promised me with the new time slot. To my disbelief the agent said this is not something we do and whoever had told you that had misinformed you!!! Well how is that exactly my problem when both the initial advisor who visited my home and the agent who booked the install told me otherwise! I asked for escalation to manager. **** the OnTech tech who came to install my camera said he could see in notes that the booking agent had promised me the refund and added notes to account to add this himself too. Ive added screenshot. This company had a very low moral compass as they lie to their customers! The manager that also called me was very rude and said this is not what we do again this is what get had promised me! This is not even about money but principle of customer service!

  Business Response

  Date: 09/18/2025

  September 17, 2025
  
  
  
  ****** ********
  *********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****** ********:
  
  On September 15, 2025, we received your complaint, dated September 13, 2025, filed with the Better Business Bureau.
  
  You stated that you purchased our Smart Home Advisor product for $49.99. You requested this be refunded since you purchased a Ring Camera based on the Smart Home Advisor appointment. You also mentioned difficulty with customer service in procuring said requested refund.
  
  Per our terms of service (available at *************************************************************, as well as our customer-facing ordering page at ****************************************************************************************) a Smart Home Advisor is a non-refundable service; however,a $49.99 credit will apply toward a purchase while the technician is still on site. When you called in to purchase the Smart Home Advisor on July 2, 2025,the agent explained these terms and the availability of the $49.99 credit, and you accepted the explanation.
  
  The Smart Home Advisor work order was completed on July 31, 2025. While the technician was on site, no purchase was made, thus making you ineligible for the $49.99 credit. When you called in on August 3, 2025, you purchased a Ring Camera.
  
  The call you are referring to where you were promised the refund was after the sales call where you accepted the terms and conditions, as well as after the Smart Home Advisor work order was complete. You said you were misinformed. The subsequent calls, including with the supervisor, enforced the terms that were set ahead of time. We will provide feedback to the appropriate team regarding this.
  
  In the interest of customer service and since you purchased the Ring product within a few days of the Smart Home Advisor appointment, a refund of $49.99 was submitted.  Please allow 7-10 business days for processing.
  
  We regret any confusion.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  Smart Home Services
  
  cc:          ****** / ******* Better Business Bureau
                  **********************************************
                  ******, ** *****

  Customer Answer

  Date: 09/22/2025

   
  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.

  Please note they are still making excuses for a promise made by 2 agents to me. Their customer service is simply horrible this was really not about the money but rather the principle. I have reported them to Ring and will leave review of my experience online. Absolutely worst company I have ever dealt with in terms of customer service. The manager who called me back should have apologized and refunded me the money and frankly offered me a discount for wasting my time and run around! 

  I appreciate BBB and the protection you provides consumers! So grateful for you.

   

  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/22/2025

  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.

  The tech left with a special screwdriver that came with the installation kit, that belongs to me. Now, I need to remove the faceplate of my doorbell ring, so I can connect it to my new Internet and I cannot because THEY have the screwdriver to remove it.

  Business Response

  Date: 08/29/2025

  August 28, 2025
  
  
  
  Ms. ******** *******-*****
  *******************
  *****************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear *********************************** 25, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.
  
  You stated that you did not receive the specialized screwdriver necessary to open the Ring Doorbell to update the wireless settings. You requested a replacement.
  
  Unfortunately,I was unsuccessful in my attempts to reach you via phone and email.
  
  I contacted the technician that completed this job back in March 2025. I found he typically leaves this screwdriver in the doorbell packaging and he checked his equipment but did not find an extra one. As requested, we shipped you a replacement screwdriver via ***. Please allow 5-8 business days for delivery.
  
  We regret any inconvenience this may have caused.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          ****** / ******* Better Business Bureau
                  **************************************
                  ******, ** *****

• Initial Complaint

  Date:07/17/2025

  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.

  On Monday July 14, 2025, I was referred to OnTech by Dish Network for installation of a doorbell and gave them my debit card for payment. I was given an appointment for the next day. That morning, I received a call to reschedule as the tech had a family emergency. OK, I can understand and accept that. They rescheduled me for the Thursday 7/17. Yesterday I received a call saying they didn't have a tech available, and they rescheduled for Sunday 11/19. This morning, I received an email from them confirming the appointment. I replied saying if this was not honored, I would be cancelling the order and requesting my money back. After reading some of the complaints here, I am really getting concerned. If this is not cancelled again or any other problems occur, I will be notifying you, and taking whatever steps, I need to take to resolve this problem.

  Business Response

  Date: 07/23/2025

  July 17, 2025
  
  
  
  Ms. ***** ********
  PO Box 396
  *********, ** *****
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. ******************* July 17, 2025, we received your complaint, dated July *******, filed with the Better Business Bureau.
  
  You stated that your installation was delayed twice and you wanted assurance it will be completed on Sunday, July 20, 2025. If we are unable to make this appointment, you request a refund be provided.  
  
  When we spoke, I confirmed that we would meet this appointment.I assigned a senior technician to complete your installation. If, for any unforeseen circumstances, we miss this appointment, a full refund will be provided. You said this resolved your concerns.
  
  We regret the delay and any inconvenience this caused. 
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ********* *****

• Initial Complaint

  Date:05/23/2025

  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 SimpliSafe camera system and OnTech was the installer. The fee for the installation was $385 but OnTech purposely blocks the calendar availability, and they charge an extra $20 for a 8am-10am Premium Appt. There is no option to book another time for the camera system installation and everyone has to pay all installation fees, plus an extra $20 for a morning appointment. I looked 3 months out, and every single day only had $20 appointments. We should have the option to schedule installations later in the day, for free, since we're already paying OnTech for the installation itself. My total bill came out to $404. I would like an explanation or my $20 back

  Business Response

  Date: 05/28/2025

  May 23, 2025
  
  
  
  Mr. ***** ******
  NV *****
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ***************** May 23, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
  
  You stated that you did not have an option for a non-premium installation time. This caused you to be charged an additional $20.00 for your appointment. You requested this be refunded.
  
  Several factors go into the availability of appointment windows. Some of which are:
  
  The availability of technicians who are skilled in the appointment type needed
  The time it takes to complete the work order
  Travel distance from the technicians office to the job site
  Other customers booking the non-premium appointments
  
  These fees are at time necessary, like in your case. They are disclosed ahead of time and are valid. However, in the interest of customer service, I requested the refund for the $20.00 fee. Please allow 7-10 business days for processing.  
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 05/30/2025

   
  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.
  

  They did not explain why the booking calendar only had morning appointments, every day, 3 months out, meaning every single customer in the ********* area has to pay $20 for morning appointments. I hope other folks raise the flag on this as well
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/13/2025

  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 have called and emailed OnTech twice to resolve this issue, but they have provided no resolution and been argumentative. Theres never a supervisor available and Im constantly reminded that the visit was non refundable even though the service requested wasnt provided.I was very surprised by how unprepared for the appointment my OnTech service provider. They arrived at 10:45am nearly an hour after the end of the 8-10am service window driving the vehicle of another company (dish), had zero equipment with them to provide even though I had been clear that I planned to purchase available items at this appointment, recommended I purchase random non-****** items from ****** to meet my needs and were generally extremely unhelpful and seemed uninformed. We wanted to buy items on the spot and have them installed and were told the tech had no items on hand at all nothing; no door bell, no smart locks, no indoor or outdoor cameras, or no mesh extenders. He had nothing in his truck he said.I usually dont write reviews about terrible service but I felt like I paid a reasonable price to get someone licensed to bring equipment with them and provide an install same day if I wanted it and this person had nothing.I even doubted that they worked for OnTech thats how inept they seemed.I am now back in the market looking for a service provider who can do the job that I thought OnTech would do: provide me with necessary tech for my home.The tech also seems to have forged my handwriting on the receipt. They never asked me to sign anything at the appointment but send me a document afterwards claiming I signed it.

  Business Response

  Date: 04/17/2025

  April 16, 2025
  
  
  
  Mr. *** ***
  MD *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ************************ 14, 2025, we received your complaint, dated April 13, 2025, filed with the Better Business Bureau.
  
  You stated that you are dissatisfied with your appointment,as the technician did not have the equipment you desired to purchase in his van. You also stated that you did not sign a service agreement. In addition,the technician arrived in a third-party (DISH Network) vehicle. You would like a refund.
  
  The work order you requested is a Smart Home Advisor. As shown on our website, these appointments typically last less than an hour and will provide the following services:
  
  Test your Wi-Fi speed and check your wiring to make sure your home is compatible for connected home devices
  Recommend products and product combinations based on your needs and your home
  Help set up your account, download any apps needed and connect your devices to your account
  Answer any questions about existing smart home products, and connect them with any new devices
  
  You received the service as described. It does not provide any guarantee that the equipment you wish to purchase will be on site; solely that you can purchase it if available.
  
  The Service Agreement you said was not signed explains your rights as a customer. It verifies the technician was at your home (which you do not dispute) and performed the Smart Home Advisor work order, which was completed. These Service Agreement terms are also available on our website for review prior to ordering the service.
  
  OnTech Smart Services is a subsidiary of ************. With that being the case, it is not guaranteed which logo is on the side of the vehicle; however, the technician is fully trained on provided Smart Home Services, and would be able to provide credentials indicating such.
  
  The service you received is nonrefundable and a refund is not warranted in any case. If you wish to purchase the recommended products, we are happy to schedule an installation and use the $49.99 you paid for this appointment towards the installation costs.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ********* *****

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23198994
  
  I am rejecting this response because: the technician did not recommend or make available to purchase any materials we requested. He did not check or Test or WiFi. The services you offer were not provided at all.

  The Technician being at my doorstep and saying he couldnt provide any services or recommend materials or help purchase any desired materials is not the service I paid for. There was no smart advisor at my home; just someone who said they couldnt be helpful to me and to go to Amazon to see what I can get. In addition I paid an additional $20 for premium service which was not provided either; more like garbage bottom barrel service.

  I had ****** Nest cameras ready to be installed. I had ****** extenders also ready to be installed and I was told he doesnt have the tools to help with installation.

  When you dont provide a service youve advertised to provide, you should provide a refund. I expect the full ~$72 amount refunded and plan to report this fraud to the state ********* as well.

  Sincerely,
  
  *** ***

• Initial Complaint

  Date:03/13/2025

  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.

  On February 18, 2025, I contacted OnTech to schedule the installation of a security system for a residential building owned by the company I work for. During this call, I paid $384.95 using my personal credit card and specifically requested that a receipt be sent to me via email so I could submit it for reimbursement.Despite spelling my email address multiple times, the OnTech representative entered it incorrectly. As a result, I never received the receipt. When I contacted OnTech to correct this issue, I was informed that they could only send the receipt to the email address associated with the accountan invalid address due to their own error.I have since made multiple attempts to resolve this issue via phone and email. Each time, I have been denied assistance, and when I requested to speak with a supervisor, I was told that one was not available.This has caused unnecessary inconvenience, and I simply need OnTech to correct their mistake by sending the receipt to the correct email address. I request that OnTech provide a copy of my receipt immediately so I can complete my expense report.I hope to resolve this matter quickly and expect a prompt response.

  Business Response

  Date: 03/19/2025

  March 18, 2025
  
  
  
  Ms. ******* ********
  AL *****
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear Ms. ******************* March 14, 2025, we received your complaint, dated March 13, 2025, filed with the Better Business Bureau.
  
  You stated that you have not received an invoice for an installation we provided, even after speaking with customer service. You requested one be sent out.
  
  When your account was created, it was with an incorrect spelling of your email address. Therefore, any emails sent outincluding invoiceswill end up at this incorrect email address, regardless if it is updated in our system. This prevented our customer service from sending a statement out to you.
  
  While we spoke on this concern, I emailed you a copy of your invoice. You confirmed that you received it and it met your needs.
  
  I regret any inconvenience this caused. 
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 03/20/2025

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/06/2025

  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.

  Friday Jan 24, 2025 met with ON TECH consultant (paid for this appointment) to come up with design for home security system (alarm and camera) using RING. Had successful meeting with the on tech employee.He instructed me to buy certain products on the ring website. Some of the products needed to be bought through on tech and others that they did not offer needed to be bought through ring website. I purchased all these products that day with the consultant as well as had to prepay for labor.I had appointment scheduled Feb 2 for install. I got confirmatory text the night before about my appointment. The location is not my primary residence so drove 1 hr to the property and waited the 2 hour given window and no one showed. Called on tech and was told it was weather cancellation. Weather (although some light snow was predicted the night before that then changed to clear) was perfect with sunny and clear conditions.I then rescheduled for March 2. I got the confirmatory text the night before. Once again drove the hour to the site. Again awaited the technician and no one showed in the 2 hour window. When we called on tech we were told the products I ordered through them in January did not all arrive correctly and they needed to reorder some and that is why no one ********* neither case did we receive a cancellation ********* this point it is too late to return the products I purchased online in January at their recommendation (outside the return window).I have called more than 5 times to speak with a supervisor, each time being told a ticket will be opened and one will call me within 3 days, yet I have never been called back by a supervisor. The phone operators say they cannot do anything to compensate me for the 2 missed appointments. So at this point I am stuck with products and a company I do not want to use and unable to speak with a supervisor that might be able to make things right in some way.Requesting mediation and assistance from BBB.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  
  
  Ms. ******* *******
  NJ *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ****************** March 6, 2025, we received your complaint, dated March ******, filed with the Better Business Bureau.
  
  You stated that you missed two appointments: one on February 2, 2025, due to weather conditions, and a second on March 2, 2025, due to incorrect equipment. Also, when you requested for a supervisor to call you back, you never received a call. Due to these delays, you are unable to return the equipment that was purchased separately from OnTech, and you do not want the installation scheduled for March 22, 2025. You would like to be called back and to receive compensation. 
  
  Your account history shows that on January 11, 2025,you scheduled a Smart Home Advisor appointment for January 19, 2025, but it was canceled due to weather. We attempted to call you around 5:00 pm the day before (on January 18, 2025), but we were unable to reach you to reschedule. When we spoke with you on January 19, 2025, we rescheduled the appointment for January 24, 2025. 
  
  On January 24, 2025, you rescheduled this appointment to February 8, 2025, based on what the advisor recommended. On February 3, 2025,this appointment was rescheduled via the application to February 22,2025. On February 19, 2025, the appointment was rescheduled via the application again for March 2, 2025. On February 27, 2025, you called in saying you may need to delay again due to an electrical issue, but opted to keep the March 2, 2025, appointment. Unfortunately, this appointment was missed due to an equipment issue. When you attempted to talk with a supervisor about this,you did not receive a call back; however, a supervisor did make an offer for 10% off the installation, which was declined.
  
  When we spoke, I found there was an incorrect phone number on file, which caused the contact attempt to fail. I corrected the phone number, which you can confirm by logging into the OnTech page. I also provided a 20% refund ($580.00) to the card on file due to the missed appointments. In addition, I provided feedback to the management group regarding your experience (an internal process). You accepted this resolution.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ********* *****

  Customer Answer

  Date: 03/17/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/20/2025

  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.

  We purchased a new home and moved in on 2/15/25 and wanted Ring cameras installed. We scheduled a consult with OnTech to come out and tell us what we needed. We told him what we wanted and indicated we wanted our cameras hard wired because we didn't want to deal with frequent battery issues. He indicated he couldn't do hard wiring, but recommended letting them do the install and add solar panels and we would not have to charge batteries. He indicated we could always have the cameras hard wired later if we wanted to. We didn't know exactly what equipment to order so he used our system to order the cameras and solar panels from ******. He indicated he would come personally to do the install once the equipment arrived since he saw the job and had already met him. I paid $437.10 to install one ring doorbell, and two Spotlight Cam **** cameras. An installer came 4 days later, and the installer looked at the equipment and said, "these solar panels will be an eyesore." He also said the panels do not get around having to charge the batteries like the first tech indicated. He installed the cameras without the solar panels but couldn't get the doorbell to work. The doorbell kept buzzing and wouldn't respond to the cameras so he removed some device from the downstairs doorbell to stop the buzzing. He didn't do anything with the upstairs doorbell so it buzzed all night. I woke up this morning and the camera on the garage is already low and needs to be charged. It hasn't even been 24 hours yet! I feel lied to and felt pressured into this install by the OnTech *** knowing full well they were not able to provide the services we needed/wanted to be completely satisfied. I called the office and complained and was told, the install is done and now I must eat the cost even with an inoperable doorbell, a dead camera and my wallet being $436 lighter. Now I need to hire a real electrician to come out and correct what I already paid OnTech $436 for which seems unfair. Help!

  Business Response

  Date: 02/26/2025

  February 26, 2025
  
  
  
  Mr. ***** ********
  **************
  **********************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ******************* February 20, 2025, we received your complaint, dated February 20, 2025, filed with the Better Business Bureau.
  
  You stated that on February 10, 2025, you had an OnTech Smart Home advisor recommend a Video Doorbell and two outdoor cameras with installation. The service was set to be powered by a solar panel. When our installer arrived on February 15, 2025, the installation was not fulfilled to your satisfaction and the solar panels do not seem to hold much of a charge. A follow-up call failed to resolve the matter, so you requested a refund.
  
  When we spoke on the phone, I offered a free reassessment with a senior technician. OnTech has wired options that may have resolved your concerns with the low battery and would not require a solar panel. You declined this offer, as the cameras have already been installed by another provider. Due to this, I offered a full refund and you accepted this resolution. Please allow 7-10 business days for processing. You did mention a potential issue with your card; if the automated process fails, a check will be sent after the refund is rejected by your financial institution. If this happens, please allow standard mailing time for the check to arrive (5-7 additional business days).
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Home Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 02/26/2025

   
  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.
  
  Sincerely,
  
  ***** ********