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:09/08/2023

  Type:Customer Service 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 had my initial appointment scheduled for 8/27/23 between 2-4 pm. I received an email reminder that morning. I waited until about 3:15 pm in case the technician was running late and called the office to find out the **** The customer representative informed me the appointment was rescheduled for that evening around 7:48 pm. I never received an email or phone call with this update. The customer representative apologized and said the technician had been at the same site since 8 am that morning and there were no other certified technicians available that day. I planned my day in advance to make sure I was available during the timeframe and then I had to reschedule the appointment for the following week. They should have communicated this to me directly. I emailed my concerns to ****************************************** on 9/3. I received a response from a customer representative (there was no name in the email signature) who apologized but also put the onus on me. The representative asked if I set the password on my account so I can track the technician. In addition, the representative closed the email by asking me to let them know if I was able to track the technician and set my password. I called on 9/5 to speak to a manager about this experience because the email response exacerbated the issue. The customer representative said that someone would call me in ***** hours. I never received a call, so I called back on 9/7. I spoke to a representative named ****** who stated the timeframe for a call back from a manager is 72 hours because one of the managers is on vacation. I was notified that the ticket/incident number is *******. As of 4:30 pm EST on 9/8, no one from OnTech Smart Services has contacted me. OnTech Smart Services lacks accountability and even basic courtesy to notify a customer directly when a technician is running late or needs to reschedule. Furthermore, management did not follow back up with me. This is unacceptable customer service.

  Business Response

  Date: 09/14/2023

  September 12, 2023
  
  
  
  *****************************
  *******************************************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On September 11, 2023, we received your complaint, dated September 8, 2023, filed with the Better Business Bureau.
  
  You stated that you had an appointment scheduled on August 27, 2023, between 2pm and 4pm. You indicated that at approximately 3:15 pm, you contacted customer service and were informed that the appointment had been pushed back to around 7:48 pm due to the technician running into an issue on a previous appointment. You said you requested a supervisor call back, which you have yet to receive. You expressed your dissatisfaction with the customer service you received and requested a refund of $50.00.
  
  In the interest of customer service, a refund of $25.00 has been issued.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20576548
  
  I am rejecting this response because I believe you may have overlooked the chain of events that took place because of the egregious poor customer service. The appointment time for 8/27/23 was moved (without any direct customer notification). I had to call to find out the estimated time of arrival was now four later than the expected timeframe. I already planned to be available at the initially agreed upon timeframe. As a result, I had to reschedule the appointment for the following week on 9/3/23. When I sent an email to customer service to address these concerns, they basically put the responsibility on me to track the technician. I called on 9/5/23 and 9/7/23 to speak to a manager and on both occasions was assured that someone would get back to me. To make matters even worse no one from OnTech Smart Services management contacted me so I had to reach out to Better Business Bureau.   
  

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

  Customer Answer

  Date: 09/15/2023

  Hi. I responded to OnTech Smart Services on 9/14 to let them know that I rejected their response with a detailed explanation. I received an email notification from my credit card company on 9/15 stating that OnTech Smart Services credited me $25 with a 9/13 date. I requested a $50 refund. This means that they moved ahead with their own resolution before they even responded to my complaint. They did not take the time and consideration to share their resolution plan with me first. This is unfair customer service treatment.

• Initial Complaint

  Date:09/05/2023

  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 the OnTech+ Membership on December 28, 2022 vide order # ****** and paid $108.24 Today 9/5/2023 - I called OnTech to check on my membership inclusions and to schedule the free installation for my smart tv - assuming that I had the one free installation as part of the membership.I spoke with OnTech agent ******* and below is the excerpt of my email to OnTech:Hello,I called Ontech to check on my Ontech+ membership as I planned to use my first free install with the Ontech+ membership that I purchased last year.I spoke with your agent ******* and was told three different things based on what she saw in your system - I have nothing against ******* (let me state on record) - but your system which she was referring to has totally incorrect facts:1. I was told that my membership is not a Ontech+ so I would not get a free install - THIS IS A LIE - I have an Ontech+ membership please refer the attached screenshot 2. I was told that this is a month on month membership: THIS IS A LIE - I have not purchased a month-on-month membership. I asked if her system shows any credit card being charged month-on-month if it is indeed a month-on-month to which she did not have an answer 3. I was told that the plan that I purchased has been discontinued - If this is so, why is there no communication to me to this effect? Why does your system still show me as a Ontech+ member? Why does your system show that I have one free install pending?I asked for a supervisor and was told that calls cannot be transferred to a supervisor and only a ticket can be raised - hence I have raised a ticket referred above.Please refer to the attachments, and if you should choose to do so listen to my call recording. This is a breach of contract by OnTech.Either you refund me the money I have paid or provide me the services.I need this addressed ASAP.

  Business Response

  Date: 09/11/2023

  September 6, 2023
  
  
  
  Mr. ************* Kheyroolla
  23639 *******************.
  ****, ** 77493
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ********************* September 6, 2023, we received your complaint, dated September 5, 2023, filed with the Better Business Bureau.
  
  You said you were due a free TV mount, but when you contacted OnTech, you were advised that your account is not eligible.
  
  Please note that you initiated the OnTech+ membership after paying for an installation. As such, you received the membership at a deeply discounted rate, $99.99 rather than $199.99. As such, your account is not eligible for a free installation.
  
  Additionally, a TV mount installation is considered an advanced installation, and so it is not covered by the free installation offered under a normal OnTech+ membership.
  
  Your OnTech+ membership includes the normal discounts, such as a 10% off purchases, a 10% off normal installations, and 20% off advanced installations. Please note that installation does not include the mount and hardware. A 56" or larger TV would be $223.99 with the 20%discount (normally $289.99, currently discounted to $279.99) before tax and a 55" or smaller TV would be $151.99 with the 20% discount (normally $199.99, currently discounted to $189.99).
  
  We sincerely regret any confusion this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 09/11/2023

  Complaint: 20560410
  
  I am rejecting this response because:

  Your explanation is not valid and is untrue.

  
  To give the deeply discounted rate as you mention was your (OnTech) decision, I did not ask for it.
  I was not informed that it would not include the free installation.
  If you have any proof of the same - please furnish and I will rest my case.
  
  Please refer the attached screenshot taken from My Accounts page on the OnTech+ login. 
  It clearly states I am owed one free installation.
  
  Coming to the second part - if the ** installation is not included - I am fine. 
  I agree to your decision as it must be based on your policy. I would chose to use it for anything else ut at this stage I do not want to do so and want a total / full refund.
  
  At least it is established via your email that I have a OnTech+ Membership - this itself was denied by your agent on the phone as indicated in my note earlier. 
  It is unfortunate that even you misrepresent the fact of my OnTech+ Membership. 
  It is evident for all to see that it includes a free installation.
  
  I want a full and total refund of the money paid. 
  I do not want to deal with a company that misleads customers and lies to them (refer my earlier note and listen to the recording with your agent *******)
  
  Sincerely,
  
  Malekulashtar Kheyroolla

  Business Response

  Date: 09/21/2023

  September 21, 2023
  
  
  
  Mr. ************* Kheyroolla
  23639 *******************.
  ****, ** *****
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ********************* September 20, 2023, we received your rebuttal, dated September 19, 2023, filed with the Better Business Bureau.
  
  You maintain that you are owed a free installation.
  
  Please refer to my previous response, wherein I explained that you initiated the OnTech+ membership after you had paid for an installation. As such, you initiated the OnTech+ membership under a limited-time promotion and you received membership for a discount in lieu of the free installation. This is referred to as the $99.99 redeemed service applied membership, meaning that the discounted membership you received offset the price of the installation that was already completed. While we regret that you disagree, this is the type of OnTech+ membership you initiated. An OnTech+membership initiated through regular channels, and not through the promotion you received, do receive a free future installation; however, we are unable to provide you with the discounted membership and a free installation.
  
  In the interest of coming to a resolution, I requested that your initial membership payment be refunded to you and I have canceled your membership. We attempted to refund the credit/debit card used, but it was rejected and a check refund will be issued instead. Please allow up to 20 business days for processing and mailing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 09/21/2023

   
  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.
  

  I shall await the check for the refund within the timeframe specified.

  Sincerely,
  
  Malekulashtar Kheyroolla

• Initial Complaint

  Date:08/07/2023

  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.

  On 8/7/23, I found a product on OnTech's website I was interested in purchasing. On the product page (attached) under the "Add to Cart" button, there is an addition on the page stating "Free Shipping".When going through my order and entering my shipping address, it calculated the Shipping cost of $6.99 for *** Ground (attached), which was my cheapest option of the three selections. No free shipping option like was mentioned on the product page.I then contacted OnTech Smart Services via phone and spoke with a customer service representative that mentioned they do not have an option to waive the shipping charge and when they attempted to place the order through their system, it was also charging the same shipping cost. I requested a supervisor to review this request as this company is false advertising a free shipping option and would not honor a removal of the fee.I expect a resolution in my favor for this request as the company does not have any exclusions or conditions (attached) in order to get the free shipping that was shown to me on the product page.

  Business Response

  Date: 08/14/2023

  August 10, 2023
  
  
  
  ***************************
  ************************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  
  On August 8, 2023, we received your complaint, dated August 7, 2023, filed with the Better Business Bureau.
  
  You said that there was a free shipping option on the product page you visited, but there was no free shipping option when checking out. You requested a billing adjustment
  
  Please refer to the page you included with your complaint,wherein it states that delivery is free if you hire OnTech to install the product.  Likewise, on the product page to which you refer we provide the same information. If you opt to install the product yourself after having it shipped to you, shipping charges apply.
  
  As conditions do apply for free shipping and they are clearly disclosed on our site, we are unable to provide you with a billing adjustment.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20434774
  
  I am rejecting this response because under the shipping heading for the Shipping & Delivery terms, there is no where that states that shipping the product without having it installed by one of your techs forfeits the "free shipping" of the product ordered. Likewise, on the product page, there is no where stating this information either, but rather an icon that states "Free Shipping". Shipping and delivery are two very different methods of receiving the product, therefore, your website is false advertising free shipping as an option to its customers, when in reality it is "free delivery with install".
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/04/2023

  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 reached out to Ontech to help with our ****** doorbell. The doorbell was working as designed for the camera, voice, push notifications etc. The only thing that would not work is the inside chime when the button was pressed. Ontech said they could fix that. They came onsite, took off the outside doorbell, took off the inside chime and said it was a burnt transformer on the inside chime. They then put the outside doorbell back on (After he tried to leave) and still left the wiring sticking out of the wall from the chime and all parts strewn across the floor. The doorbell outside now does not work at all and they made the situation worse than before they got there. See pictures attached. They charged me $129.99 to now have my doorbell not work at all and left me with a mess. I called to ask for a refund to fix the issue and was told they do not do refunds. So I was left disputing this with the BBB. I am asking Ontech for a full refund of $129.99 that was charged to my Chase card.

  Business Response

  Date: 08/09/2023

  August 8, 2023
  
  
  
  ***************************
  *************************************************
  *********, ** *****
  
  Re:          BBB Complaint #********
                  ****** - *************
  
  Dear ****************:
  
  On August 7, 2023, we received your complaint, dated August 4, 2023, filed with the Better Business Bureau.
  
  You expressed dissatisfaction with your OnTech appointment,and you requested a refund.
  
  Please note that the purpose of our diagnostic service calls is just to diagnose an issue; repairs are not included in the price. In reviewing Mrs. ******* call to us, however, I found that the agent she spoke with indicated the diagnostic service included repairs. 
  
  As there was some confusion regarding what is included in a diagnostic work order, your $129.99 payment has been refunded.
  
  We regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 08/09/2023

   
  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:07/19/2023

  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.

  OnTechSmart Services charged me for 2 Links-system boosters to assist in reaching our Ring Security Doorbells and told me that the company guaranteed these units for 1 year. They now say the guarantee was 60 days and gave me the phone number to Links. I called Links System and they say their guarantee is only 90 days. OnTech lied directly to us. The cost was about $ ****** for each unit. They need to be held accountable for lying to their customers. I will follow up with a call to ******* Co. To advise them. Thank you *********************** ************

  Business Response

  Date: 07/24/2023

  July 20, 2023
  
  
  
  Mr. ***********************
  ****************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On July 20, 2023, we received your complaint, dated July 19,2023, filed with the Better Business Bureau.
  
  You said that you were told OnTech offers a one-year warranty on the Linksys Velop ***** System and Linksys offers a 90-day guarantee.
  
  Please note that OnTech does not manufacture Linksys products and therefore, we do not provide a manufacturers warranty for them: we offer a 60-day workmanship warranty for the installation.  This information was provided to you when you initiated your order online.
  
  Linksys offers a 90-day warranty for refurbished products and a three-year warranty for new products. Their warranty information can be found at ***************************************, under the Velop and Atlas products page.
  
  I reviewed your calls to us and found that you contacted us on July 19, 2023, and indicated you wanted both ***** systems to be replaced and installed free of charge.  When the agent you spoke with advised you of our 60-day workmanship guarantee and that you needed to contact Linksys for replacement, you disputed that information.  You were offered a diagnostic appointment,but you declined.  Instead, you said you would send a letter to Ring telling them that OnTech had no interest in helping you, which is incorrect.  You were provided correct information consistent with that which you were provided during the initiation of your original order, and is available on our website, ********************************************.
  
  While we regret that you disagree with our policies, we are unable to alter them or set them aside for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/18/2023

  Type:Delivery 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.

  Please reference the attached file for the original complaint ID ********. ********************** had sent me the 14 requested *** labels as they promised. I have received credit for 360 units of the 825 Wemo Mini Smart plug 3-packs that have been returned. According to *** tracking information OnTech received these items on or about April 10. The following *** tracking for the credit of 360 units are:1Z3A14T09096959550 1Z3A14T09099467291 1Z3A14T09097705527 1Z3A14T09095571916 1Z3A14T09099565336 1Z3A14T09099088281 At the time of this email (July 18, 2023) I STILL have not received a credit for the remaining 465 Wemo Mini Smart Plug 3-packs that were, according to the below *** tracking information, delivered on or about April 24:1Z3A14T09097355343 1Z3A14T09090243280 1Z3A14T09098040501 1Z3A14T09099541969 1Z3A14T09099146575 1Z3A14T09099333603 1Z3A14T09097297380 1Z3A14T09099598391 7 of the 8 packages contained 60 of the Wemo Mini Smart Plug 3-packs. *** tracking number 1Z3A14T09099598391 contained 45. This comes to a total of 465 (7*60=420; 420+45=465). I had made several calls starting in the middle of May concerning the credit. On June 28, I spoke to **** for almost 45 minutes. She created a ticket number *******. Nothing happened. On July 17, I again called and was told that the supervisor would contact me. No one ever called; AGAIN!I am seeking credit for the remaining 465 units.

  Business Response

  Date: 07/24/2023

  July 20, 2023
  
  
  
  *********************************
  *******************************
  *************, ** 34787
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************************:
  
  On July 19, 2023, we received your complaint, dated July 18,2023, filed with the Better Business Bureau.
  
  You said you returned 825 WeMo Mini Smart Plugs, but you only received a refund for $360.00.
  
  I contacted our Refunds Team and they reported that they attempted to process your remaining refund electronically, but it failed. As such, a check refund for $12,029.55 is being processed. Please allow seven to ten business days for processing and mailing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/26/2023

   
  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:06/29/2023

  Type:Customer Service 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 was scheduled Friday, June 23 from 12 PM to 2 PM for a technician to arrive to install a Ring Video Doorbell and camera. They continuously postponed my scheduling time for a technician to arrive. I never received my installation or a technician on June 23. I received a phone call at 5 PM telling me that they would not be able to install my equipment due to a delay with the technician and then post poned me again, I got ran around in circles with customer support and transfer through three to four representatives, I asked for a supervisor several times there was not any available or even to return my call. The technician that did install my equipment mistakenly took my screwdriver that was provided to me with my ring doorbell camera I called in and talk to a customer service rep. I still have not heard back or received my tool back. I was rescheduled for Saturday, June 24 from 10 AM to noon and I was post poned all day Saturday June 24 till the technician arrived at 3:30 PM. I had to be to work and was late after they already wasted my whole day and my time on Friday and then it continued on Saturday when I was explaining to them that I was having issues with my neighbors and that I already had the authorities here twice last week due to harassment with the neighbors that it was urgent I get these up that I didnt appreciate being post pone multiple times or my time wasted. I still have not received a phone call from supervisor or the technician in reference to my tool that came with my ring doorbell.

  Business Response

  Date: 07/06/2023

  
  
  
  
  
  
  July 6, 2023
  
  
  
  *********************************
  ***********************************
  *********, ** 44646
  
  Re:BBB Complaint #********
  *************
  
  Dear **********************:
  
  On June 29, 2023, we received your complaint, dated June 29, 2023, filed with the Better Business Bureau.
  
  You said your OnTech appointment was rescheduled and a technician took your Ring torx screwdriver.
  
  We sincerely regret any inconvenience the rescheduling of your appointment may have caused. Unfortunately, in some cases, a technician may be detained at a prior job, causing their remaining jobs to be delayed.
  
  We were unable to verify if a technician accidentally took your screwdriver, so I applied a $5.00 refund to your credit card ending in ****. Ring offers a replacement screwdriver and kit for $1.99 through their website, Ring.com.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  ********** / ******* Better Business Bureau
  ********************************************************, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:06/28/2023

  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 payed for security cameras and installation. And no one showed up to my appointment schedule. And I was charged for the products and installation. I attempted to call them several times for the installation date and the sales associates would put me on hold for a few seconds a d then hang up on me.

  Business Response

  Date: 07/05/2023

  June 29, 2023
  
  
  
  *************************************
  1671 ************.
  *********, ** 94533
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear ******************:
  
  On June 29, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You said you paid for security cameras and their installation, but no one showed for your appointment. You said you attempted to contact OnTech, but you would be put on hold then the call would end. You requested a refund.
  
  A review of our records indicate that you contacted us on June 28, 2023, to request a refund. Your refund is being processed; please allow five to seven business days for processing.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/07/2023

  Hello 
  
  Mu issue has been resolved. On tech has refunded me back my money. Therefore you may close the case.

  *******************************;
  

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Nest Thermostat from Amazon for my Stepmom's Christmas present and scheduled an installation through them. The gentlemen that came talked us into buying one from OnTech instead with the 1 year "All Services Included" Package. He said this included ANY HELP my 75-year-old might need in the future with ANY items electronic in her house. He set up the Nest and her Cell phone in the app and left.First bout of Winter and she goes to turn on her heater and it doesn't work, we call you guys out, he comes and fixes it.She was out of town for a few days earlier this month and was trying to start her air conditioning via her app but it wouldn't work. Her son in law lives close, so he went over and found the whole system was dead and wouldn't turn on. We drive down on a Saturday to try and help. The system said a wiring issue. The nice lady we spoke with first via chat and then she called us to explain that this is a known issue with Nest because they are sensitive. She recommended that we not try to fix ourselves as we are not electricians and forwards us to the scheduling department. Here we encountered one of the rudest people we have ever met. You could just tell he hated his job. We try to make the appointment and he goes on to tell us that we only get the first couple free and that each trip out would be an additional expense. I explain to him that we bought the "All Included Package" and that we were told that they would come out each time for free because as the name states, it's included! After dealing with him and feeling lied to by one of these men, we are done with the Nest that doesn't work and OnTech's services.I understand you are going to look up my account and find that it is beyond the 60 days, which is very short window for a product, and beyond the 30 days of refund for the service. However, I was conned into this service and sold a faulty product and I want my money back.

  Business Response

  Date: 06/13/2023

  
  
  
  
  
  
  June 7, 2023
  
  
  
  Ms. *****************************
  *******************
  
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On June 7, 2023, we received your complaint, dated June 6, 2023, filed with the Better Business Bureau.
  
  You said your stepmother experienced issues with a Nest Thermostat. You stated that you initiated an OnTech+ membership, and you said you were misinformed regarding its benefits. You requested a refund.
  
  Please note that OnTech+ does not provide total technical and technician support for all electronics in your home, nor do we have an All Included membership. Below are the benefits of OnTech+ membership, which can also be found at ******************************************************************************;
  
  First installation up to $129.99 included
  OnTech Support App
  Unlimited Smart Support via call or chat
  How-to guides
  Extended product return timeline
  10% off products and services up to $129.99
  20% off advanced services over $129.99
  
  As you indicated, your return window has passed. As such, we recommend that you contact ****** regarding their warranty for the Nest Thermostat.
  
  While we sincerely regret any confusion, we are unable to provide a refund for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc: ****** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20152147
  
  I am rejecting this response because: I was told by their Rep who was in the home at the time of installation that ALL SERVICE CALLS were to be included. I am now out the money for a membership that was not as promised and a broken Nest thermostat that was purchased by your company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/04/2023

  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 promised support services for all Ring products at the time I signed up but now refuse to service or install the floodlight cameras. One was installed on one of my properties in January. OnTech now refuses to refund my $329 membership fee and did not provide any information to prove the membership. All I have is my credit card charge.

  Business Response

  Date: 05/11/2023

  May 9, 2023
   
  
  
  Ms. ***************************
  **************************************************************************;
   
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On May 5, 2023, we received your complaint, dated May 4, 2023, filed with the Better Business Bureau.
  
  You requested a refund for your OnTech+ membership.
  
  You contacted ** on May 4, 2023, to ask about Ring Floodlights being installed; however, you indicated that new electrical cabling needed to be installed first.  We install Smart products; we do not provide the services of an electrician, nor do we advertise that we do.
  
  You contacted ** again on May 6, 2023, and demanded that a technician come out the next day with two cameras for installation, even though you had already been informed we did not have that date available.
  
  Please note that you can create an online account linked to your membership.  
  
  As you were informed during your calls to **, we are unable to provide a refund for your $199.99 membership due to it being well beyond 30 days from your initial purchase, and you have already received membership benefits.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************