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:01/27/2025

  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.

  We bought a security system about 6 months ago and we paid OnTech to to install. Their representative ***** ***** installed. He also sold us two solar panels to our outside cameras that he said we had to pay cash for since it was not a part of the OnTech. He said this would relieve us from having to charge the batteries on the cameras. We paid him $100 cash. Four weeks ago our camera stop working. We called OnTech to come out see why. They charged us $158 for a service call. The OnTech representative, ********, said the solar panel was not working and the camera was not charging. He said this was a side job by ***** ***** and he would have ***** **** me. ***** finally called and he said it was a hardship for him to come out and fix??? I called ******** back immediately and he said he reported ***** to his manager and that someone would be calling me and will make everything alright. He said to give the a few days as they had to let it go through Corporate. 3 days passed and I had not heard anything. I called ******** back and said someone will be calling me. A week went by and nothing. I called ******** back and got his voicemail and told to call me back or have someone call me back or I will report fro BBB. Now never called back. I called again today and it rang and picked up then immediately hung up. Called right back and went immediately to voicemail. I would like ****** from Corporate to contact me, please. I will continue to call ******** until I get a response.

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  
  
  Mr. **** ******
  Safety Harbor, FL *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ***************************** 27, 2025, we received your complaint, dated January 27, 2025, filed with the Better Business Bureau.
  
  You stated that you purchased a solar panel from an OnTech technician for $100.00 six months ago. However, it was not working and you could not resolve the issue. You requested a refund.
  
  Per our terms of service (available on our website), the warranty for any devices purchased through OnTech is through the manufacturer itselfnot us. You would need to work with the manufacturer of the solar panel for a permanent solution. Unfortunately, returning them is also not an option, as the items were purchased on August 12, 2024, and are outside of the 30-day return window.
  
  As a gesture of customer service, I issued a $100.00 refund,nonetheless. 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
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  I selected this company to install 2 outdoor wired cameras and a doorbell camera. The tech came on 12/24 and did the job. The doorbell and 1 camera was installed fine but one camera he did a bad job:-First the cables were run in the ceiling of the garage and at the end of the day they fell from the ceiling.-Second he burned the garage opener motor. After install he asked my wife; do you use the garage opener? and she replied that we do use it a lot. Our mistake was not testing the door before he left.I had to contact a company to replace the motor and created a claim with ontech. Claim ******. I gave all supporting documentation and I received a call ton 01/22/25. The call indicated that the claim was denied because the tech said we told him how and where to plug in the camera and he said he warned us about it. If I hire a professional tech its because I am not expert and if he gave that warning we would have listened. On the contrary, he never mentioned anything and left after that mysterious question if we use the door at all. This was not an expense that we had planned and its because an unprepared tech that did not do the job correctly. I don't think this is the way to treat a customer and they should take responsibility on the quality of techs they hire. I used the same company years ago and they did a good job and that was the reason I hired them again. Its easy for the tech to lie and say he did not do it but the evidence is clear. Even the claim coordinator said that the supervisor checked the pictures and indicated that camera should have not been plugged there. That was the tech decision not ours.

  Business Response

  Date: 01/29/2025

  January 28, 2025
  
  
  
  Mr. ****** ********
  ********************************************************************
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear ******************************* 23, 2025, we received your complaint, dated January 22, 2025, filed with the Better Business Bureau.
  
  On December *******, you notified us of damage that you said was caused by one of our employees and/or by our equipment during a scheduled appointment at your residence.
  
  We have performed a thorough investigation of this allegation and determined that the damage was not the result of the work performed by our technician or of our equipment on December 24, 2024. Our findings indicate that the installation was standard.For this reason, the damage claim is denied. As a result, no reimbursement or payment will be made to you or anyone you may have contracted to repair your property
  
  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: 01/29/2025

   
  Complaint: 22845341
  
  I am rejecting this response because it is based on the technicians word and when the Business review the pictures they indicated what I have been saying: the install should not have been done that way. The technician did it that way and did not mention if there were going to be any issues installing there. The only thing we mentioned is that the same business installed the previous camera in there and that way and it worked for years. Now they are saying it should not be installed that way. They did the previous job as well and it worked, now that a problem rose from a bad install and a suspicious question: do you use your garage door? Then the business indicates its not their fault.

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

• Initial Complaint

  Date:01/14/2025

  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.

  1/14/2025 I am looking to buy a ring security system and wanted a consultation. From the ring website, I was directed to Ontech's site: *********************************************************************************************** On the site, there was a sign saying:FREE Phone consultation with a Smart Home Advisor.Create a custom Smart Home plan with our expert Call 866-ONTECH5 I have attached a dated screenshot of this.I then called the number at 8:05 AM and talked to a woman who kept telling me that there was no such thing as a free phone consultation and that the information was wrong. I asked her why the website was telling me differently and she said that she was giving the correct information and there was nothing else to tell me. I asked if I could talk to someone who could help correct this false advertising and she said there wasn't and that she couldn't help me in any way. I am not trying to be a difficult person, but I think that false advertising is very wrong. Not only that, if someone points out false advertising, I think it would at least be helpful for the employee to note it and pass it on so that it can be corrected. I was looking forward to consulting someone on the phone and then booking and paying for a full Ring install. I am very disappointed in the service I received and the false advertising by Ontech and potentially Ring. I will also be calling Ring to let them know that you are advertising falsely.

  Business Response

  Date: 01/21/2025

  January 16, 2025
  
  
  
  Ms. ****** ******
  ************************************
  
  Re:          BBB Complaint #********
  ************
  
  Dear ***************************** 14, 2025, we received your complaint, dated January 15, 2025, filed with the Better Business Bureau.
  
  You stated that you called OnTech Smart Services for a Smart Home consultation, as advertised on our website. When doing so, you were unable to receive assistance. You requested the website be updated to reflect that no such service is available.
  
  OnTech Smart Services provides a free Smart Home consultation when you call 866-OnTech-5. On the call, a customer service representative will work with the customer to discuss available products and service. After selecting the options you want, you will receive an automated email with a quote.
  
  We regret any inconvenience associated with this process. The call you had was reviewed, and any applicable feedback will be provided.
  
  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: 01/26/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a SimpliSafe system and hired Ontrch to install system through my house. Recently, I lost power and SimpliSafe was attempting to walk through a reset, however my doorbell needs to be reset and required me to to unscrew the screws to be able to reset. When I looked underneath the doorbell, I noticed the s**** was installed incorrectly, instead of expecting to see the part of the s**** to put the screwdriver in, the actual s**** part is showing, meaning the s**** was incorrectly installed, making taking the cover of the doorbell to reset it basically impossible without breaking it. Ontech now wants to charge me to come back out and fix their mistake because I didnt notice this within 60 days.

  Business Response

  Date: 12/23/2024

  December 19, 2024
  
  
  
  Mr. ***** ********
  *****************************
  **************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ******************* December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You said that you discovered an installation defect with the doorbell while troubleshooting with Simplisafe. You requested we come out to repair it; however, as you are outside the 60-day warranty, it was denied.
  
  Per our installation terms (which are available on our website), we provide a 60-day workmanship warranty following the service date.Considering the doorbell was installed on April 18, 2024, you are outside the warranty; however, considering the circumstances, I set up a technician appointment for you.
  
  When we spoke, the first mutually agreeable date was Friday,January 3, 2025. I also notified the local office of the exact issue, so they may be prepared to resolve your concern.
  
  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
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a complex, multi-zone heating system. I needed a ********** adapter installed in order to support a Nest Thermostat. I was willing to pay for that installation so I would not have to do the research and figure it out myself. When I booked the appointment, I also called the support line to explain my situation and offer some details in order to ensure this would be successful. They would not allow me to provide that information and insisted I had to book the diagnostic appointment. Appointment comes, tech takes one look, snaps a photo, calls his boss, and a minute later tells me this system can't support the adapter installation. 5 Minutes, $169, and no resolution. So I decided I WILL put in the time to do the research and figure it out. 30 minutes on the internet, 10 minutes at the hardware store for a small length of wire, and bam, it is installed. So not only did they charge me just to tell me what they could have told me over the phone had they let me send them a photo or describe the wiring/zone valve situation, but they arrived at an incorrect diagnosis, and I had to solve the problem myself. This is NOT the technicians fault. He was great. My system is old, and I would not expect most folks to recognize how it works. However, he did the right thing in reaching out to his leadership for assistance, and they failed him. I even heard him ask "Can't I just wire it in, the wires all look like they are there." and he was told "No, those valves won't work with this thermostat." Their only advice was "Buy the newer Nest Learning Thermostat. It's compatible." I would not have minded paying if they had fixed the problem. And if the situation really WAS unfixable, I'd have been annoyed, but mostly at the failure to do any preliminary online of phone based diagnostics. However, in this case, they clearly failed all around. No prelim diagnostics, and then an incorrect assessment, earning them a fat fee and leaving me to fix it myself.

  Business Response

  Date: 12/23/2024

  December 19, 2024
  
  
  
  Mr. **** **********
  *******************
  ************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ********************* December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You requested a refund of $169.00 for a Smart Thermostat Diagnostic since you were able to repair the thermostat on your own.
  
  Per our terms and conditions, which are available on our website: Resolution of the issue is not guaranteed.  Diagnostic services do not include HVAC repairs or replacements, electrical modifications, ethernet wire pulling or cable modifications, security system cameras or life safety devices such as smoke and CO alarms, repair of faulty wired sensors, door handle installation or repairs,initial WIFI setup, running new ethernet, replacement router and/or parts.  Products, installations and other connectivity setups must be purchased separately. Due to this being disclosed ahead of time, a refund is not warranted.
  
  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: 12/23/2024

   
  Complaint: 22705723
  
  I am rejecting this response because: The diagnostic service specifically includes the installation of the ***************** adapter if it is determined that such an install will rectify the problem.  I confirmed this on the phone call I had with support prior to scheduling the diagnostic appointment.  The person/manager contacted by my technician was incorrect when he said that the problem could not be solved with the Power Adapter installation.  My issue is not that I am asking for a refund due to a failure to receive a service that the terms and conditions clearly say will not be done.  Instead, my issue is that while the on-site technician WANTED to go ahead with the installation, he was incorrectly informed that such an installation was futile and to not proceed.  Had he proceeded, we would not be having this conversation, as everything would be fine.  This is the equivalent of a ** technician showing up, taking a quick look at the ** and saying "Sorry, nothing we can do, you'll need to buy a new **." when in fact, a simple reboot would have fixed everything.  Or a mechanic saying "Sorry, the car is dead, you'll need a new one." when a new battery would have fixed everything.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  
  
  Mr. **** **********
  *******************
  ************************
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear ********************************* 15, 2025, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating the work necessary to complete the Nest Thermostat installation is within the technicians capacities,if he received correct advice from his management. You continue to request a $169.00 refund for the diagnostic service.
  
  A statement from the technician and his management says that the work necessary to correctly install and calibrate the existing thermostat falls outside their capabilities, as the wiring existed at that time. As you indicated, you had to add additional wiring to allow your purchased thermostat to work. Per our terms and conditions, Diagnostic services do not include HVAC repairs or replacements, (or) electrical modifications. Our scope of work is to diagnose the ability to install the requested thermostat, and to do so if it is desired. We regret that you do not agree.
  
  Your refund request is denied.
  
  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
  
  

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9th 2024 ontech was contracted to install a ****** nest camera outside of my home. The cost was $159.99. the amount was paid to the company when the appointment was set. So already paid in full. When the tech arrived for the install he quickly stated he would not be able to do the job. As he was not an electrician. He showed me on his app where he was putting down the job was unable to be completed and that the company was issuing a refund. Told me to look for it in the next 5 to 7 business days to be back on to my card. Today's date is December 16th and I reached out to on tech to inquire about my refund. ***** from on tech told me this was not their issue and I would not be receiving a refund from them. He stated I need to reach out to ****** to get my money back. As frustrated as I was with the conversation I told him I would do just that. So I reached out to ****** and of course their reply was that the charge came from on tech and I would have to seek a refund from them as ****** has no control. So I call ***** back. His customer service was very lacking and he stood firmly on the fact I was not getting a refund and I could contact my financial institution if it was that important. The product was never installed. They were paid in full. I deserve a refund for services that were never performed.

  Business Response

  Date: 12/23/2024

  December 17, 2024
  
  
  
  Ms. ******* *****
  ****************************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. **************** December 17, 2024, we received your complaint, dated December 16, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased an installation for a ****** outdoor camera from us. However, the technician was unable to complete the installation. You contacted customer service for a refund, but you were denied.
  
  Per our refund policy (available at *************************************************************), For installations we are unable to complete on the day of your appointment, we will initiate your refund 14 days after your original appointment date. You are still within this 14-day window. I requested the refund be issued. Please allow 7-10 business days for processing.   
  
  We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue 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
                  *************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a house that already had a giant ring security system installed, including cameras, window sensors, etc. I called Ring to ask if I could have somebody come out and help me professionally set it up and they referred me to this company. I called and spoke to a customer service representative who talked me through how to schedule an appointment on their website. I selected everything exactly as the representative requested. When the technician arrived, he told me that I had requested the wrong service and he would not be able to help me. He told me to rebook it using a different selection. When I called the company back, they told me I had selected incorrectly and they would not refund my money. As I had said previously, I selected exactly what I was told to after describing the work I needed. They were extremely rude and would not let me speak to a supervisor nor provide me with a refund.

  Business Response

  Date: 11/26/2024

  November 25, 2024
  
  
  
  Mr. **** ******
  ********************************************************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ***************** November 25, 2024, we received your complaint, dated November 23, 2024, filed with the Better Business Bureau.
  
  You stated you called in to get a Ring security system running. The agent who assisted you in creating the work order recommended the incorrect work order type, causing the technician who came out to be unable to assist. You requested a refund for the services you did not receive.
  
  Due to inheriting an established security system within your new home, I would recommend our OnTech Smart Home Advisor work order. It is an in-home consultation with one of our technicians. After diagnosing what needs to be completed, the technician would write up a quote for you. Should you choose to work with OnTech, the $49.99 fee for this service would go towards the recommendations the technician made.
  
  For more information on what is required to move the devices from a prior owner of a Ring product to you, please visit the following link: *********************************************************************************************************************************. The steps are:
  
  Tap the menu (?)
  Tap Set Up a Device in the Ring app
  Select the device category
  Scan the ** code on your Ring device
  When you see the device transfer screen, tap I want to transfer this device
  
  When these steps are completed, Ring will send the prior owner three emails notifying them that someone is trying to overtake their system. If there is no response from them in 15 days, the devices will be removed from their account.
  
  Due to the technician being unable to get your Ring system up and running, a refund of $182.09 was issued. Please allow 7-10 business days for the funds to be sent to the card used to make the initial payment.
  
  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: 11/26/2024

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

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/28/2024 I had a technician install a Ring doorbell, The doorbell never worked he told me it was a Wifi issue and to go buy a Chime Pro wifi extender, did that and I paid my cable company to move my modem and router closer and bought wifi pods through ******** my cable company, nothing worked. I called Ontech back, they came out and I paid for another install and a new different kind of doorbell on 11/9/2024, a ****** nest doorbell. Now it works fine. I called Ontech twice to get a refund for the first installation and they told me to contact Ring for a refund. I contact Ring who told me No we don't refund for installations, kindly refer back to Ontech. Obviously Ontech is who the charge is from, not Ring. I've called and twice and sent an email with no resolution. The Ontech guy (second tech) even called Ontech for me to try and get me a refund for the first install and no help. The order # from that install is *****************, his name was ******** *******.

  Business Response

  Date: 11/14/2024

  November 12, 2024
  
  
  
  Ms. ******* **********
  *************************
  **********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ********************* November 11, 2024, we received your complaint, dated November 11, 2024, filed with the Better Business Bureau.
  
  You said that you purchased a Ring Doorbell camera with installation. However, we were unable to get it working, so we installed a ****** Nest Camera instead that works to your satisfaction. You indicated that you were charged for two installations, and you requested a refund for the first installation.
  
  Enclosed are the two invoices for your installation. You will see that you were charged only once for the installation, power adapter and doorbell. You were not charged for a second installation or another doorbell.
  
  Since you worked with Spectrum for additional services, we will provide a refund for the requested installation charge and devices installed. 
  
  When we spoke about this matter, you confirmed that a refund of $155.70 (the cost of the Ring Doorbell installation), would resolve your concern. This refund has been submitted; please allow ten 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
  
  Enclosure
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ********* *****

  Customer Answer

  Date: 11/14/2024

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

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tech Smart Services was recommended to us by ********** to install security systems (including cameras) at my daughter's house and our own home. On August 29, 2024 and September 2, 2024 an On Tech technician came to install the systems at the 2 addresses. The same tech installed both systems. The tech informed us that the SimpliSafe cameras would not work on any wifi except 6e and said that the **** wifi that we had at both locations would not work with the cameras as the wifi was not 6e. He proceeded to inform me that he had routers with him on his truck that he could sell me that had 6e so the cameras would work. As I needed the cameras to work I trusted the information he was giving me and purchased 2 routers from him for a total of $385.67. After some investigation I discovered that what the install tech told me was false and the cameras would have worked with the wifi that I already had at both locations. He sold me the 2 extra routers using fraudulent information. I have contacted On Tech twice to try to resolve this and have been told that they will not tell me the name of the tech who did the install and that when I called to report the fraud it was more than 30 days from the install (35 days on first install, 32 days on second install) which was past the time allowed. Even though I explained that I was not trying to return faulty equipment but to report the fraudulent sale of equipment, the customer service agent did not care. On Tech was not willing to refund the cost of the routers that were sold to me fraudulently because I called 2 and 5 days past the 30. I have reported them to ********** as well and recommended they not refer customers to this fraudulent company to install their systems. The tech that lied and sold me the routers should be fired but apparently no one at On Tech cares that their techs lie and defraud customers.

  Business Response

  Date: 10/28/2024

  October 25, 2024
  
  
  
  Ms. ****** *********
  ********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************** October 24, 2024, we received your complaint, dated October 23, 2024, filed with the Better Business Bureau.
  
  You stated you were incorrectly sold two 6e compatible routers to work with your Simplisafe security system. You requested to return these routers for a refund.  When you attempted to do this with customer service, your request was denied, as it was outside the return window.
  
  Upon review of Simplisafes Wi-Fi requirements (available on ************************************************************************************************************************) it says that your service will work with Wi-Fi signal broadcast at 2.4 GHz; therefore, the routers you purchased may enhance the service, but is not mandatory. The routers purchased can still strengthen and extend out the wireless signal on the 2.4 GHz broadcast.  
  
  Per our return policy (available to review at ****************************************************) we provide a 30-day return window. As you acknowledge in your complaint, you have called us outside this window. Considering the return policy has been readily available prior to the purchase and the routers do provide a benefit to you, OnTechs customer service declined the return. Additionally,as an exception, I emailed you a label to return the two routers. Once each router is received and inspected, we will provide you a refund for the purchase price of the two routers ($220.39 for the ****** Nest Router and $165.28 for the Linksys router).
  
  We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue 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
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22465215
  
  I am rejecting this response because: I have not received a label to return the equipment. The response from the company states, "I emailed you a label to return the two routers" which I have not received. I also have an issue with the statement regarding the equipment extending and strengthening the signal, saying my service would still be enhanced by using the routers. This is incorrect information. 6e routers increase the bandwidth and spectrum of data that can be transmitted but actually shortens the distance that the signal will travel. Being a tech company surely you know that the statement is false. I object to the statement that I was "incorrectly sold" equipment and that an exception was being made to accept a return and submit a refund to me. The equipment was fraudulently sold to me. There should be no exception to a 30 day return window when a technician fraudulently sells a customer equipment. As I have stated previously, this is not faulty equipment, and I didn't simply change my mind and decide I didn't want it. There should be no "window" of returns on fraud. While I DO want to return the equipment for a refund WHEN I am sent a return label, I want to be clear that On **** is not doing me a favor by making an exception, you would be doing what is right when a tech defrauds a customer. I did call the number that was given in the reply to speak to the respondent, and I left a message, but he has not returned my call to attempt to resolve this.

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

  Business Response

  Date: 11/12/2024

  November 12, 2024
  
  
  
  Ms. ****** *********
  ********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************** November 7, 2024, we received your rebuttal, dated November 7, 2024, filed with the Better Business Bureau.
  
  You stated that you did not receive the return label. You also said I provided incorrect information about the routers you received. In addition,you indicated that accepting the return of the devices outside the return window should not be considered an exception.
  
  Prior to receiving this rebuttal, we spoke on the phone and addressed your concerns. After a return label was created, it should have been sent out automatically; however, you advised me that you did not receive it, so I emailed the label to you directly. You confirmed the label was received.
  
  I also went into detail regarding how the routers are intended to work. While Simplisafe does not require the 6e (as you were led to believe by the technician), it still has the capability to expand the reach of the wireless signal within your home acting as the new waypoint. As you do not need the routers and you were under the impression it was necessary for SimpliSafe to work, I found this was a reasonable reason to allow a return of the devices outside the ****** window. Please note: any returns outside the 30-day window are dealt with on a case-by-case basis, regardless of reason. 
  
  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
  
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Sales and Advertising 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.

  Earlier this month we purchased a home security system and were referred to OnTech as the installation partner. OnTech came out to do the install, and it was a disaster. The installer, **** ******, had a hard time from the start. He seemed very unfamiliar with the set up and even said that the guy who normally does this was out on vacation. After being at the house for over 4 hours, we were told the install was complete. Later that evening, the alarm started going off, and as soon as that happened the television and internet were knocked out. The installer came back the next day, said we needed 2 routers and a surge protection and charged us 398 for this. Keep in mind, the house is single level ranch about 1200sf. He said the 2 routers were required because the signal could not go from one end of the house to the other. He went back and to the circuit board and moved things around again and said that the issue was related to the internet service provider(***). We called out our *** and they found that the issue was due to the incorrect set up of the security system and that the installer had damaged the circuit board. The *** resolved the issue, explained that 2 routers were not needed, especially since we never had issues with the television or internet prior to that install. Since the *** found the issue to be caused by the installation of the security system, we were charged another 400 for the *** to fix that issue. So in addition to paying the 335 install fee, we were also charged 398 for routers and a surge protector that was not needed and 400 to have the internet and television circuit fixed from the damage caused by the OnTech installer. We have since removed the security system because of the HORRIBLE experience! I want to be refunded for the cost of the install and the unnecessary 2routers and surge protector. Very poor experience and deceptive installation technician.

  Business Response

  Date: 10/22/2024

  October 22, 2024
  
  
  
  Ms. **** *****
  ***************
  *********, ** 60942
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. **************** October 17, 2024, we received your complaint, dated October 17, 2024, filed with the Better Business Bureau.
  
  You stated that your parents purchased a SimpliSafe security system and hired OnTech to install it. During the installation, it was recommended that a surge protector and three Linksys routers be purchased as well. After the system failed to meet your parents needs, you requested the cost of installation, along with the devices, be refunded.
  
  When we spoke, you indicated the security system is going to be returned and your parents will not need the devices purchased. As the routers and surge protectors are within the 30-day money-back guarantee window,I mailed you a shipping label to return these products for a refund.
  
  The installation is a service that is typically non-refundable.This is per our terms of service, available here: ****************************************************. However, considering the security system is being returned to SimpliSafe, as a customer service gesture, I submitted a refund for the installation.
  
  Both sets of refunds will take up to ten business days. This ten-day time frame will start for the surge protector and routers once they are received and inspected by our shipping facility. 
  
  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