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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• Headquarters Location

  

  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:09/22/2026

  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 Smart Services installed a Starlink dish at my home in REMOVED, REMOVEDon September 5, 2026 under REMOVED's professional installation offer (OnTech work order REMOVED, DISH ref REMOVED). REMOVEDpaid OnTech for the job. I paid OnTech nothing directly.The work was poor. The technician used a pivot mount screwed into a rafter tail with only two bolts, which is the wrong mount for that location. He fitted a 150ft cable where about 20ft was needed and coiled the surplus outside. The cable was left unsecured and run under my shed. He pulled my shed door off its hinge while moving it and left debris across the work area. I have photos of the mount, the cable run, the debris and the shed damage, and I raised all of this with Starlink support on the day.OnTech booked a return visit for September 18, 2026 to fit the correct cable. That morning the technician phoned ahead to say he did not have a 50ft cable with him. I told him there was no point coming without it. He then accused me of having a bad attitude and hung up. So the situation is: a substandard install, damage to my property, a return visit that never happened because OnTech sent a technician without the part the visit was booked for, and a false report used to close the file.Update 22 Sept. OnTech has now refused to come back and fix their own work. The reason: their technician "doesn't feel safe." What did I do? I told him, on the phone, that there was no point coming without the cable he was booked to fit, and asked why his manager hadn't called back. For that, there's now a note on my file calling me abusive.Their Senior Case Manager rang today to deliver this. He couldn't tell me what I'd said. He didn't know if there was a recording. He didn't know the visit was to repair their own install. He wouldn't give me his surname. REMOVED, to their credit, are paying someone else to redo it. Book that someone else first and skip REMOVED

  Business Response

  Date: 09/30/2026

  September 25, 2026
  
  
  
  Mr. REMOVED
  CA 95020
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDSeptember 23, 2026, we received your complaint,dated September 22, 2026, filed with the Better Business Bureau.
  
  You stated that OnTech Smart Services performed a poor installation of your Starlink dish on September 5, 2026. Specifically, you noted that the technician caused damage to your shed and left debris in the workspace. You further expressed frustration regarding a follow-up visit scheduled for September 18, 2026, that was left incomplete, and the technician's unprofessional conduct. You also raised concerns regarding notification received due to the unprofessional conduct on September 22, 2026,that OnTech would refuse further on-site service due to safety concerns and a reported hostile environment. You are seeking a complete repair and resolution of the installation.
  
  Our records indicate that an initial installation was completed on September 3, 2026. On September 5, 2026, a secondary technician visited your residence, verified that signal strength was good and offered options regarding cable management and customer education. Following your damage claim opened on September 16, 2026, a return visit was scheduled for September 18, 2026. During contact prior to arrival, the technician reported receiving unprofessional communication and asking us not to come, which resulted in the visit being canceled and escalated to our corporate office for review.On September 22, 2026, a Senior Case Manager contacted you and experienced continued hostile conduct, causing further technician visits to be restricted to ensure staff safety. Please note that as outlined in our Terms of Service,OnTech Smart Services maintains a strict policy requiring a safe working environment and reserves the right to refuse or reschedule service in conditions deemed hazardous, unsafe, or hostile.
  
  When we spoke on September 23, 2026, I confirmed that you are actively working with our damage claims team to address property concerns. I also confirmed that REMOVEDhas arranged for an alternative contractor to complete the necessary repairs. Additionally, I assured you that the interactions with the technician and the Corporate Case Manager are under review with the appropriate management.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVEDor via email at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:09/11/2026

  Type:Order 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 had a REMOVEDinstallation scheduled with OnTech. The technician never showed up, and no work was performed at my home.I later discovered that the technician marked the appointment as completed and, more concerning, an agreement was signed on my behalf. I did not sign this agreement, authorize anyone to sign it for me, or have any interaction with the technician.I contacted OnTech immediately. The only resolution I was offered was to reschedule the installation. While I am willing to reschedule, that does not address my concern that a service was marked as completed when no one came to my home and an agreement was signed in my name without my authorization.I am requesting that OnTech investigate what occurred, correct the original service record, confirm in writing that I did not authorize the signature, and ensure I am not charged for work that was not performed. I would also like the installation rescheduled with a different technician at no additional cost.Most importantly, I would like a written response explaining how an agreement was signed on my behalf when the technician never came to my home and what action OnTech has taken to address the situation.

  Business Response

  Date: 09/15/2026

  September 14, 2026
  
  
  
  Mr. REMOVED
  REMOVED
  REMOVED
  
  Re:        BBB Complaint #REMOVED
                REMOVED- REMOVED
  
  Dear Mr. REMOVEDSeptember 14, 2026, we received your complaint, dated September 11, 2026, filed with the Better Business Bureau. 
  
  You stated that your scheduled OnTech Starlink installation was marked complete with an unauthorized signature on the Service Agreement, despite the technician never arriving. After contacting OnTech, you were offered to reschedule. You requested an investigation, a corrected service record and written confirmation that you did not authorize the signature. Additionally, you would like a rescheduled installation with a new technician at no cost, assurance of no charges.
  
  I investigated this matter with our local office and found that the installer scheduled to visit your home became ill and was unable to complete the job. I reviewed the Service Agreement that you referenced, and it indicates that the job needed to be rescheduled, and the signature line states cust unavailable not your signature. For context, a Service Agreement is a document that states that OnTech Smart Services was at the home, installed the service, verified that it worked, and outlines the warranties tied to the installation. Please be advised that OnTech Smart Services is solely an installer and seller of Starlink internet, and the decision regarding whether to charge for an installation is entirely up to REMOVED. To clarify, there is no charge associated with this particular installation through OnTech Smart Services.
  
  Our records show that our customer service team successfully rescheduled your installation on September 13, 2026,prior to my involvement.
  
  If there are further questions or concerns about this issue,please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  
  REMOVED
  Team Lead
  Executive Escalations Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
  REMOVED;
  REMOVED

  Customer Answer

  Date: 09/23/2026

   
  Complaint: 25265848
  
  I am rejecting this response because:

   

  Thank you for the response. I would like to clarify that there were two Service Agreements associated with this appointment. One states cust unavailable, as explained in OnTechs response. However, the second agreement states that the installation was completed. Additionally, the signatures appearing on both agreements are illegible and are not my signature.

  
  The email I received states that the Service Agreement was confirmed either by my signature or by a four-digit code that I provided. Neither occurred. The technician never arrived at my home, I did not sign either agreement, and I did not provide a four-digit code. Please see the attached documents showing the second Service Agreements and the email I received.

  
  I understand that employees become ill and unexpected circumstances happen. My concern is how the situation was handled. Like most customers, I had to arrange my schedule and take time away from work to be available for the installation. Had I simply been notified that the technician was ill and would not be coming, I could have returned to work rather than losing that time. Communication would have gone a long way.

  
  I also want to clarify that although the installation was rescheduled, I chose not to proceed because I no longer trusted OnTech to perform the installation after this experience.
  My complaint is not about whether I would be charged for the installation. The issue is that no technician arrived, yet I received documentation indicating that an installation was completed and authorized through a signature or four-digit code that I did not provide.

  
  I am requesting that OnTech address the second Service Agreement, explain how the installation was recorded as completed and authorized when no technician arrived, and provide written confirmation that I did not sign or authorize completion of the installation.
  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/02/2026

  September 30, 2026
  
  
  
  Mr. REMOVED
  REMOVED
  REMOVED
  
  Re:        BBB Complaint #REMOVED
                REMOVED- REMOVED
  
  Dear Mr. REMOVEDSeptember 29, 2026, we received your rebuttal,dated September 29, 2026, filed with the Better Business Bureau.
  
  You rejected our response stating that while one Service Agreement for your appointment indicated "customer unavailable," a second Service Agreement indicated that the installation was completed. You expressed concern that the signatures on both documents were unrecognized and illegible, that you did not authorize the service via a four-digit code, and that no technician arrived at your home. You further noted that you missed time from work due to a lack of advance communication regarding the technician's absence, which led to your decision to cancel the rescheduled installation. You requested an explanation regarding the completion status and signature records on the second agreement, as well as written confirmation that you did not sign or authorize the completion of the installation.
  
  Our records confirm that the work order for your installation was never finalized or marked as completed within our system. The document notation of "cust unavailable" reflects the technician's inability to complete the appointment as scheduled rather than a completed service or an authorized agreement. The signature entry recorded under these circumstances serves strictly as a system indication of an incomplete appointment status, not an executed agreement or a fraudulent signature.Because the work order remained open, our team contacted you the following morning to reschedule the appointment, which you accepted a new date but later cancelled.
  
  Please accept this letter as formal confirmation that the account was never marked as fulfilled, no completed installation was processed, and you were not billed for any services by OnTech directly. As the service was canceled and the work order remains unfulfilled, this appointment has been fully cancelled in our system.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 10/02/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:08/28/2026

  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 would absolutely not recommend OnTech Smart Services. I waited an entire month for an appointment to have my Starlink installed, stayed home all day waiting for the technician, and no one ever showed up.What makes this even more unacceptable is that the technician documented that they came to my house, knocked on my door, and called me. None of that happened. I work from a home office at the front of my house and was there the entire day. I also have five dogs who immediately bark when anyone approaches or knocks on the door. I received no knock, no phone call, and no indication that anyone ever came to my home. To document otherwise is simply not truthful.After already waiting a month, I was then told the next available appointment is another two weeks away. I rely on internet service to do my job, so this isn't a minor inconvenience. Their failure to show up has now put my employment at risk.The complete lack of accountability, communication, and reliability is unacceptable. Missing an appointment is one thing. Claiming you showed up and attempted to contact a customer when you did not is another. Based on my experience, I do not consider this a trustworthy company and would strongly recommend looking elsewhere.

  Business Response

  Date: 09/01/2026

  August 31, 2026
  
  
  
  Ms. REMOVED
  REMOVED
  REMOVED
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear REMOVED31, 2026, we received your complaint, dated August 28, 2026, filed with the Better Business Bureau. 
  
  You stated that no one showed up for your scheduled appointment to have your REMOVEDinstalled. You expressed frustration that the technician documented that they came to your home, knocked on your door, and called you. You further stated that upon calling customer service,you were offered a rescheduled appointment two weeks away, which impacts the ability to perform your job. You request completion of the installation, direct contact from the business and delivery of service. 
  
  My attempts to reach you by phone on August 31, 2026, were unsuccessful; however,I left a voice message each time. I also sent an email to you REMOVEDrequesting that you contact me. 
  
  A review of our records confirm via vehicle tracking data that the technician was on-site at your property between 9:22 and 9:49 AM on August 27, 2026. The call logs reflect that the technician attempted to phone you at 9:47 AM. During my attempt to reach you today, I encountered an automated call-filtering system, which may explain why previous phone contact attempts were not successfully delivered to your device. 
  
  I encourage you to contact me directly at REMOVEDso that I may coordinate with our local field office to check their availability for earlier appointment openings and potentially secure a sooner installation date for you. Please note that once Starlink equipment is received, you have seven days to activate service before auto-activation begins, regardless of whether installation is performed by our technicians.
  
  We regret that your experience was unfavorable. 
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:08/23/2026

  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 scheduled a tech to come install my Starlink on August 12th. The first date available was August 23rd so I accepted that. I called early in the week to verify they had the right address and they did not. They said they updated the address and said they would be here August 23rd. Today, August 23rd, they did not show up. I called and they said that it shows the old address but they had not called or sent a text so I could follow the tech, so they had no plans to come out today. They said the first date would be in September. They did not call the tech to see where they were or anything. They did not try to resolve the issue.

  Business Response

  Date: 08/26/2026

  August 25, 2026
  
  
  
  Ms. REMOVED
  TN 37334
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear REMOVED24, 2026, we received your complaint, dated August 23, 2026, filed with the Better Business Bureau.
  
  You expressed concerns regarding a missed appointment for a StarLink movers set up originally scheduled for August 23, 2026, and the next availability offered for September. You requested an earlier appointment date.
  
  A review indicates that the appointment was scheduled for a previous location and did not match your new residence. Because this discrepancy made the completion of the service not feasible at that time, it became necessary to reschedule the work order to ensure that the service is performed at the correct location.
  
  The work order has been updated to reflect your accurate address and is currently set for September 9, 2026. I contacted the local office requesting that they monitor the schedule for any cancellations or openings that may allow for an earlier installation date, and you will be notified should an earlier slot become available.
  
  In addition to reviewing your prior interactions with OnTech Smart Services to ensure that service standards are met, we verified that your address information has been updated accordingly with StarLink to prevent further logistical conflicts.
  
  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 REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 09/02/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:08/14/2026

  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 Technician they sent out only installed 5 out of 7 devices correctly and did not install the outdoor camera, there was no obvious print that described that outdoor installations were not part of the grossly overpriced service.All the technician did was put sticky devices on the walls and didn't even know it was possible to perform the work order without an app being installed on my phone.The entire process took maybe REMOVEDminutes and then he left and I had to fix the 2 devices he improperly installed on my windows I called them for a refund and they refused.

  Business Response

  Date: 07/28/2026

  You sent a letter to the wrong address I am the one who put in the Complaint the address of the letter sent to me is intended for the company known as Ontech I would assume you know their Mailing address I am the customer and REMOVEDis my home address. if I mistakenly put in my address in some field that was intended for Ontech I apologize unless they forwarded this letter to me from you.

  Business Response

  Date: 08/26/2026

  August 21, 2026
  
  
  
  Mr. REMOVED
  OK 73501
  
  Re:        BBB Complaint #REMOVED
                REMOVED- REMOVED
  
  Dear REMOVED21, 2026, we received your complaint, dated August 14, 2026, filed with the Better Business Bureau.
  
  You stated that you hired OnTech Smart Services to install seven devices. You mentioned that the technician appeared to complete the work in approximately 15 minutes and that some devices ceased functioning shortly after their departure. You said that the service provided did not meet expectations regarding value and clarity of the service scope, leading you to request a full refund.
  
  On July 4, 2026, you purchased the SimpliSafe Indoor Security Kit Installation (up to 15 pieces). The scope of this service,including both included and excluded tasks, is clearly outlined on our website at REMOVED. Our technician performed the requested services on July 9, 2026, which included verifying device compatibility, installing the products, configuring and customizing the application and educating you on the systems operation.
  
  Because the services you purchased were successfully completed on July 9, 2026, we are unable to fulfill your request for a full refund.However, we stand firmly behind the quality of our work. Our services include a 60-day workmanship guarantee. If you are experiencing any ongoing issues with the devices, we encourage you to contact us immediately so we can address any potential defects in workmanship at no additional cost to you. Please utilize this guarantee to resolve your current technical concerns.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:07/25/2026

  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.

  We had paid for installation of SimpliSafe security system. Which also included all of the pieces 3 motion sensors and 8 indoor cameras. This was confirmed by REMOVEDrepresentative as included in this price and also spoke to OnTech team and they verified that is all included. Their Tech came out and was late by 4-5 hours which we were understanding off and then states it will be extra charge to install the cameras of 60-70.00 per device. I called SimpliSafe and they said NO this is included and we should not have to pay anymore. Their Tech was asked to leave and refund. He placed 2 sensors up which were done incorrectly. I had to have another company come and fix these errors. I called OnTech and placed a ticket and they were completely rude and explained that they would not and hung up on us.

  Business Response

  Date: 07/31/2026

  July 27, 2026
  
  
  
  REMOVED
  AZ 85254
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear REMOVED:
  
  On July 27, 2026, we received your complaint, dated July 25, 2026, filed with the Better Business Bureau.
  
  You stated that you were promised by both OnTech Smart Services and SimpliSafe that OnTech would install eight indoor cameras as part of a 15-piece SimpliSafe Indoor Security Kit Installation. You also mentioned that our technician showed up late, refused to install the cameras without additional costs, and that the services he installed did not work. 
  
  On June 22, 2026, SimpliSafe created a work order to complete a 15-piece SimpliSafe Security System installation. The parameters of the installation are described on our website at: REMOVEDshort, the site breaks down the services that count toward the 15 pieces and those that do not. Since SimpliSafe and OnTech Smart Services are different companies, I do not have the ability to review their calls; however, I was able to review the call with OnTechs customer service. They accurately advised you that the cameras are included with the installation.  
  
  On July 15, 2026, OnTech Smart Installer REMOVEDarrived at your home. The appointment was scheduled for arrival between 10:00 AM and 12:00 PM. We called you at 10:28 AM to advise you that we would arrive late and provided you with an arrival window of 11:45 AM - 1:00 PM, which you approved.We arrived at 12:22 PM. REMOVEDwas able to install the base station as well as the sensors. He verified they were working. If you are dissatisfied with the workmanship of the installation, you are welcome to use our 60-day workmanship guarantee. Feel free to reach out so that I may schedule an appointment. 
  
  The reason behind the additional costs for the camera installation was that you were requesting REMOVEDto wall-fish the cabling (cabling run through the wall) and use existing extension cables, which are outside the parameters of the standard installation. Wall-fishing requires an additional cost, which you declined, causing the cameras not to be installed.   
  
  Although the approved work was completed, I refunded the $154.99 you paid for the installation in the interest of customer service.Please allow seven to ten business days for processing. 
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

• Initial Complaint

  Date:07/24/2026

  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.

  I ordered the professional installation with my Starlink kit. When the tech showed up he said that he canot install the cable in the conduit that is used for communication wiring. The Tech was whole fully unprepared and unqualified to do the installation. I had to ask the tech to leave because he got upset with me when I told him it needed to be installed in the conduit. The tech left and I did the installation myself. I called OnTech and they told me REMOVEDwould refund the money once OnTech or the tech cancelled the order. I do not think that happened because the funds were never refunded. REMOVEDcustomer service is non responsive. Their automated system keeps telling me someone will call but they never do and there are no people to talk to. Shortly after the installation later that day they sent me an unsigned document saying that I agreed that the service was completed. I responded to the email that it was not correct. All documents attached. I would like a full refund of $199 for the services that were not performed as agreed to.

  Business Response

  Date: 07/31/2026

  July 27, 2026
  
  
  
  Mr. REMOVED
  CA 95338
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDJuly 27, 2026, we received your complaint, dated July 24, 2026, filed with the Better Business Bureau.
  
  You stated that you contacted OnTech Smart Services to install your Starlink equipment. The OnTech technician was unable to complete the request, but you still received a document stating the installation was completed. You are seeking a refund of $199.00 that you paid to REMOVEDfor the installation; however, you have been unable to reach customer service to complete this request.
  
  On July 3, 2026, an OnTech Smart Home installer, REMOVED,arrived at your home to install your Starlink system. After running through the installation, REMOVEDcould not reach an amicable wiring plan to complete the installation and completed a self-install. 
  
  I reviewed the documentation you provided and the technicians statement on the Service Agreement mirrors what you stated in your complaint. It states that the installation was not complete. The technician noted in that document that the conduit you are referring to had too many cables for a professional installation.
  
  I also reviewed our call logs and found that you have not contacted OnTechs customer service or sales; therefore, REMOVEDsolely sent an installer on behalf of REMOVEDand has collected zero funds. You would need to work with REMOVEDto determine the status of the $199.00 you paid.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 08/04/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  REMOVEDdid reach out after weeks of prompting on 7/28 and provided a refund.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:07/23/2026

  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 technician installed a Simplisafe system 3 days ago. The old modem failed 2 days ago, so had to purchase another modem/router from REMOVEDprovide, REMOVED. I've updated the REMOVEDnetwork on the Base Station but devices don't work, as the security settings were incompatible. After hours of chat with OnTech, Simplisafe, and REMOVED, I had to pay OnTech $160 for another installation - much frustrating.

  Business Response

  Date: 07/31/2026

  July 27, 2026
  
  
  
  Mr. REMOVED
  CA 92612
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDJuly 23, 2026, we received your complaint, dated July 23, 2026, filed with the Better Business Bureau.
  
  You stated that you had a SimpliSafe system installed and a day later your modem failed. After your new modem was installed and you updated your wireless network, you found it was incompatible with the system we installed. You are requesting a refund of the $159.99 it would take for us to complete a security system diagnostic. 
  
  On July 13, 2026, OnTech Smart Services installed a SimpliSafe security system. On July 20, 2026, we installed a smart doorbell and outdoor security camera. These services come with a 60-day workmanship guarantee that is outlined on our website at: REMOVEDshort, we will repair defects in our workmanship within 60 days of the appointment. We do not cover any products, devices or third-party defects. Your modem failing is not a workmanship failure and would not be covered under the guarantee.
  
  To address the connectivity issues and reformat the installation for your new wireless network, a security system diagnostic ($159.99) is required. This one-hour service includes a comprehensive check of your base station, keypad, and sensors, along with troubleshooting for power,connectivity, and app configuration.
  
  Our records show that a work order for this diagnostic was previously scheduled but cancelled. Because of this cancellation, the $159.99 fee has been fully refunded. Please allow seven to ten business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:         REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 08/01/2026

  Complaint: 25081849
  
  I am rejecting this response because:

  Thank you for your response.
  I am disappointed that OnTech has chosen to focus on a technicality rather than the overall customer experience.
  Next day after your technicians completed the installation, my ISP-issued modem unexpectedly failed and had to be replaced by REMOVED. Rather than providing reasonable post-installation support for a brand-new system, I was told I would have to pay an additional $159.99 simply to reconnect and reconfigure equipment that had just been installed.
  This "nickel-and-diming" approach is unacceptable, particularly given that I was not offered an ongoing annual service contract and therefore expected the initial installation to include reasonable support for issues occurring immediately afterward. Requiring an additional paid service visit because a modem failed only days after installation demonstrates a lack of commitment to customer satisfaction.
  As a result of this experience, I lost confidence in both OnTech and the overall SimpliSafe installation process. I canceled the entire security system, returned all of the equipment to SimpliSafe, and terminated the service because I no longer believed I would receive reliable support when needed.
  The fact that OnTech refunded the canceled diagnostic appointment does not address the underlying issue. The problem was not the cancellation itself - it was the unreasonable expectation that I should continue paying additional fees to make a newly installed system function after a routine modem replacement.
  I therefore request a full refund of all installation charges. I paid for a professionally installed, functional security system and instead received a system that required additional paid service within days of installation, followed by an unsatisfactory customer support experience that ultimately forced me to cancel the service entirely.
  I ask the Better Business Bureau to keep this complaint on record, as I believe other consumers should be aware of OnTech's post-installation support policies before deciding to use its services.
  Thank you for your consideration.

• Initial Complaint

  Date:07/15/2026

  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 two Ring Cameras through OnTech Smart Services, and they came out originally and installed them. They never worked from day one. They told us it was an issue with batteries and sent a tech out and told us we needed to charge them, so we did that as they told us to. They would never charge or work right, so we had them come back out to we thought replace the batteries. Well the tech tells us we have to call Ring since they are who the warranty is with, which is cREMOVEDas OnTech sold them to us and we think they just pulled some old ones they had and put them in hoping we wouldn't notice. Either way we called and got Ring to troubleshoot, and they agreed that the cameras and batteries are bad and sent us a replacement. Now OnTech wants to charge us $290 to come back out and install the new cameras, even though the cameras they sold us on behalf of Ring never worked right from day one. Despite also calling about these issues immediately, they tell us that we are out of warranty through them which is cREMOVEDsince we reported this issue immediately to them. I think this is a scam they are pulling and then when I asked to speak to a manager they told me I had to start a ticket and wait for the manager to call me back in 2-3 days, which is unacceptable. This has been the worst company I have ever dealt with, and I want to file a complaint and see if you can get them to fix the issue, as this has been way too much work to get two Ring cameras installed at the clubhouse for this HOA.

  Business Response

  Date: 07/21/2026

  July 17, 2026
  
  
  
  Mr. REMOVED
  REMOVED
  GA REMOVED
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear Mr. REMOVEDJuly 16, 2026, we received your complaint, dated July 15, 2026, filed with the Better Business Bureau.
  
  You stated that a Ring Spotlight Camera along with an installation was purchased from us. Upon receiving the spotlight camera, you found it did not work and had to have it replaced. After replacing it, you reached out to our customer service who declined reinstalling the equipment because it was outside the 60-day workmanship guarantee. Due to a delay in getting a call back from a supervisor you filed this complaint.
  
  Our records show that your purchase on June 4, 2026,did include a 60-day workmanship guarantee. However, our investigation revealed that a separate OnTech account was inadvertently created specifically for this installation. This duplication led previous representatives to only see older installation records that were outside of the warranty period. We apologize for this oversight and the confusion it caused regarding your coverage.
  
  I successfully identified your two accounts and issued a new work order for your camera re-installation at no additional charge.During our recent conversation, we discussed the details of your accounts to prevent any future confusion. Thank you for your patience as we worked to fix this situation.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 07/29/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVEDOn Behalf Of REMOVED

• Initial Complaint

  Date:06/22/2026

  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.

  Order number REMOVEDTechnician arrived @ 8am EST on 6/14/26 for hardwiring outdoor camera installation. The only reason I scheduled an OnTech Technician, is because they are contracted with SimpliSafe & was advised they can hardwire my outdoor cameras in the SAME location my previous ADT cameras were. The technician made it seem like hardwiring would be a difficult task, as he kept recommending I purchase solar panels. I kept telling him that SimpliSafe advised they would hardwired both cameras. The technician kept recommending I purchase solar panels in addition to over $200 I paid just for him to put in 2 screws for each camera. I could've put in 2 screws myself & NOT spend over $200 just for that. An hour after the technician placed both cameras on the simple magnetic base, they rotated out of position. I contacted SimpliSafe about the solar REMOVEDrotating off base. They advised the technician should've hardwired the REMOVEDproceeded to place an order to send me 2 solar panels, due to not being provided accurate service by technician. They did advise me to contact OnTech for assistance with camera rotating from position. I did that & another technician was scheduled on 6/16 (REMOVED); however, he did not arrive until 12:30. He saw the cameras were rotated out of position & suggested I purchase 2 permanent bases, since hardwiring was NOT done to keep cameras from rotating. He suggested that I purchase them from REMOVED. He advised to call REMOVEDwould come back to install the bases & solar panels, for FREE. However, that technician NEVER answered any of my calls & no option to leave a voicemail. I contacted Ontech, spoke with a manger, to request a refund of services that were NOT provided as promised. She then tells me that she will have to escalate for a refund & mentions that those technicians are NOT supposed to do hardwiring. I told her I was NOT told that by SimpliSafe nor either technician. They declined the refund request.

  Business Response

  Date: 06/26/2026

  June 23, 2026
  
  
  
  Ms. REMOVED
  FL 32825
  
  Re:        BBB Complaint #REMOVED
                REMOVED
  
  Dear REMOVED23, 2026, we received your complaint, dated June 22, 2026, filed with the Better Business Bureau.
  
  You stated that you used OnTech to replace an existing outdoor ADT camera with a SimpliSafe camera. The installation was completed on a magnetic bracket; however, the hardwire was not completed, and the REMOVEDsuggested a solar panel instead. A second REMOVEDwas required to repoint the camera a few days later. You said you were promised a free solar panel and base install but were unable to have this request completed. When calling customer service, you requested a refund and were denied. You are requesting that refund.
  
  On June 9, 2026, we received an installation request for two SimpliSafe outdoor cameras. As defined by our website, this includes assisting in identifying best camera location, wiring, power setup and cable management. Cameras that are not battery-powered need to have working outlets available within 25 feet so they can be plugged in. Exclusions include cameras requiring power over ethernet or alternating circuit wiring. When our REMOVEDarrived on June 14, 2026, he completed a pre-installation REMOVEDwas determined that a hardwire installation would require a wall penetration to reach an outlet; therefore, you opted to keep the cameras battery-operated with a potential plan of purchasing solar panels.
  
  On June 15, 2026, you spoke with customer service, in which you mentioned that the cameras were incorrectly pointed. The agent offered a free visit as part of our 60-day workmanship guarantee. The guarantee states that if you notify OnTech of a defect in workmanship in the services within REMOVEDworkmanship, then we will correct such defect in workmanship. Some limitations of this service warranty are:
  
  Does not apply to any defects resulting, in whole or in part, from your or third-party acts or omissions
  Does not apply to any products or devices
  Is non-transferable.
  
  On June 16, 2026, our REMOVEDreinstalled and mounted the cameras to correct the installation concern. While he was on site,the hardwire issue was re-addressed. You requested that we run the power cable through the attic, but the cable is too short. At that time, you purchased solar panels, but they have yet to arrive.
  
  Considering that you approved OnTech completing the installation, although you were aware of the hardwire limitations, as well as the installation defects being corrected, this charge is valid. If there is still a deficiency, your recourse is taking advantage of our 60-day warranty as described above. Please contact our REMOVEDfor this, not our REMOVEDs. Additionally, we are unable to provide a refund, as you stated you reversed the charges with your bank.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/ REMOVEDBetter Business Bureau
                REMOVED
                REMOVED, REMOVED

  Customer Answer

  Date: 06/27/2026

   
  Complaint: 24971848
  
  I am rejecting this response because:
  The REMOVEDsuggested solar panels because he did NOT want to do hard wiring. It had NOTHING to do with the length of cords, as SimpliSafe does send long cords. Seems like you are not familiar with their products to even make up that response you supposedly received from the REMOVED. What also makes no sense is that the supervisor stated on the phone with me that the REMOVEDs DO NOT do hardwiring because they aren't electricians, AFTER I called about a refund. That's definitely a lie, because SimpliSafe & both Technicians mention they do. I have video footage of the 2nd REMOVEDsaying he would return for free to install the permanent mount, since the 1st REMOVEDdid NOT hardwire the cameras to keep them from rotating out of position. Seems like this company is taking large amounts of money from customers and REFUSES to provide the REMOVED. I've seen many complaints of this, after it happened to me. The reason I am disputing it with my bank is because Ontech refused to send a 3rd REMOVEDto do what the 1st REMOVEDREFUSED to do, then refuse to refund me after denying that request.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/10/2026

  July 8, 2026
  
  
  
  
  Ms. REMOVED
  FL 32825
  
  Re:        BBB Complaint #REMOVED
  REMOVED
  
  Dear Ms. REMOVEDJuly 7, 2026, we received your rebuttal,dated July 6, 2026, filed with the Better Business Bureau.
  
  You rejected our response stating that a refund is warranted as the technician refused to complete the installation you were promised. Additionally, you did not use the 60-day workmanship warranty because a supervisor said you were not eligible.
  
  I am unable to verify the promises made by SimpliSafe as we do not have the ability to review the calls with them as they are a separate company. However, you stated that you did speak to them and addressed the matter with them. Regardless of what was said, our services and limitations are outlined on our website.
  
  Our website (REMOVED)outlines what our OnTech installers complete on an Outdoor Camera install which explains the installation includes assisting in identifying best camera location, wiring, power setup, and cable management. It states that we will plug in a device within 25 ft. (the typical length of an existing electrical cable on a camera). It further explains we will not handle hardwired cameras,camera requiring power over ethernet, nor alternating circuit wiring.
  
  As per statements from both technicians, we were unable to reach an amicable solution to run the existing plug as it could not reach through the attic and the wall penetration was declined. The solar panels were a suggested alternative way to have a self-charging option so you would not have to change the cameras batteries.
  
  When we discussed this matter prior to receiving this rebuttal, we reached an amicable solution.
  
  I reviewed the calls that were available and found your discussion with a supervisor was about refunding the services that were paid and nothing regarding the installation. When I advised you of this, you said it was the prior call so I reviewed that one and found you were discussing the services you were requesting outside the 60-day warranty,and she would be unable to schedule the appointment as the conversation sounded as if you were adding services as opposed to repairing the current install. In the interest of customer service and confusion, I provided a full refund.
  
  If there are further questions or concerns about this issue, please feel free to contact me at REMOVED.
  
  Sincerely,
  
  
  
  
  REMOVED
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:          REMOVED/REMOVEDBetter Business Bureau
  REMOVED
  REMOVED

  Customer Answer

  Date: 07/10/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED