Business Profile

Tech Support

OnTech Smart Services

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

76 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/03/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan 12th, I ordered an install of two Nest thermostats from OnTech for $685.53. On February 7th, a tech came out and told me the thermostats weren't compatible with my condo building's fan coil units and I would receive a full refund for the thermostats and the install.On February 18th, I received a refund for just $505.54, $179.99 less than what I paid. It's not clear what difference was supposed to be, and when you visit ************************************************************************, the website has shown calling and emailing their support as not available. I have no way to reach them other than posting a bad review and hoping they respond.
Business Response
Date: 03/07/2023
March 7, 2023

***************************************
150 ************.
******, ** 02114

Re:BBB Complaint #********

Dear ************************:

On March 4, 2023, we received your complaint, dated March 3, 2023, filed with the Better Business Bureau.

You said you paid $685.53 for an installation that could not be completed. You were refunded $505.54, and you asked why the total charge was not refunded.

A review of our records indicate that you enrolled in our OnTech+ membership when you scheduled your installation. The remaining $179.99 is the discounted membership cost, regularly $199.99, for that membership.

Please note that on February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Our teams are working hard to restore systems as soon as possible and are making steady progress.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
On Tech Smart Services

********** / ******* Better Business Bureau
********************************************************************

*********************

Customer Answer
Date: 03/07/2023

Complaint: 19536359

I am rejecting this response because:
It looks like the OnTech member site is finally up roughly two weeks after I saw it was down when I tried to contact support about a refund.

I ordered an installation and thermostats over the phone and not a membership. If the membership was included for items that were not installed, what am I paying for? Automatic membership enrollment is deceptive.
Sincerely,

***********************************
Business Response
Date: 03/15/2023
March 15, 2023

***************************************
150 ************.
******, ** 02114
Re:BBB Complaint #********
Dear ************************:
On March 14, 2023, we received your rebuttal, dated March 13, 2023, filed with the Better Business Bureau.
You disputed the OnTech+ membership charges and requested a refund.
We are sorry for the inconvenience. Please know we are working as quickly as we can to address these and any other service-related issues. Once our systems are restored, I will review your concerns and reach back out to you. Due to this I am unable to provide any details regarding your refund request.
Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
********** / ******* Better Business Bureau
********************************************************************
*********************

Customer Answer
Date: 03/20/2023

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:03/03/2023
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.
Order was placed and installation was scheduled for Feb 23.Work was to be coordinated with our general contractor as we live out of state.The installer shows up on 2/23.Determines that the lock we purchased will not fit because the door is too wide, Advises that we will receive a refund for the lock. To date, there has been no refund. Next, he advises that the outdoor motion lights/cameras could not be installed because they were not properly charged before he brought them out. In addition, he advised that we did not purchase a solar option for charging these systems. As you can see from the order below that solar lights were in fact ordered. The ** advised that the installer was supposed to return and resolve the installation a week later. However, no one has returned to the job and no other arrangements have been made. The company's phones are not working and we understand that they have been down for some time. We attempted to resolve this with an email to their customer service but have yet to hear back. We are very concerned and would like our job to be completed. Order Number:662104 Payment method:ItemQuantityPrice Ring Smart Door Lock Installation1$85.49 Yale Assure Lock SL Touchscreen **************** Satin Nickel1$269.99 Ring Video Doorbell 31$179.99 Ring Video Doorbell Installation1$116.99 Ring Quick Release Battery Pack (2nd Gen)4$125.96 Ring Spotlight Cam Battery4$683.96 Ring Stick Up Cam Outdoor Solar Installation4$341.96 Ring Alarm Motion Detector - 2 Pack1$44.99 Ring Alarm Security Kit- 5 Piece (2nd Gen)1$179.99 Ring 10 Piece Alarm Security Kit Installation1$107.99 Total Paid:$2416.30 ************************************************************************
Business Response
Date: 03/08/2023
March 8, 2023

***********************************
4160 *************************.
**************, ** 12749

Re:BBB Complaint # ********
Dear ********************:
On March 4, 2023, we received your complaint, dated March 3, 2023, filed with the Better Business Bureau.
You said that you ordered a security system and door locks to be installed by OnTech, but the technician never showed.
A review of our records indicates that you scheduled a Smart Home Advisor on January 11, 2023, who scheduled an installation for February 23, 2023; however, on that date we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers and internet sites.
I attempted to reach you at ************** on March 7, 2023, and I left a message with reception. I also emailed you at *****************************************.
In my email, I offered to reschedule your installation, as the February 23, 2023, incident prevented us from completing it. Please contact me at ********************* to reschedule your appointment.
Our records show that you have already been refunded $383.92 for the **** Assurance Deadbolt and its installation.
We apologize for this inconvenience.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
OnTech Smart Home Services
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************
Initial Complaint
Date:03/02/2023
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.
On 2/22/2023 I contacted OnTech to install my recently purchased Ring devices(doorbell camera and floodlight camera). The person I spoke with was very nice and said they would be able to do a hard wire installation. This involves running wire through walls/exterior siding etc, to engage the devices. She said I would need to order a $20 mounting kit that was not included with the flood cam. Not a problem. I explained, in detail, that wiring would need to go underneath outdoor siding. She said that wouldnt be a problem as long as it was within 25 of the source wiring, which it was(approx 4 to 5). I paid $256.94 to have my devices installed on 2/26/2023. The technician arrived early and when I showed him what I wanted done he said they dont do hard wiring for flood cams, only use the mount kit to plug the security camera into an electrical outlet. I said there was no way that would work. He explained that several of his installs resulted in this miscommunication and tried to set up a refund, but was unable to do so due to a system outage with their database and instructed me to contact them the next day(Monday 2/27/2023). This is when I found that the entire site was shut down due to a cyberattack. No phone, no email, no chat, nothing. When you call the number its a brief message in English and Spanish then disconnects. A few times I have called the same number and a Dish Network greeting occurs which makes no sense as that is an entirely different company. I understand cyberattacks are horrible and costly. With that said, *** never heard of a company completely cutting off all communication for upwards of a week. I hope Im just worrying needlessly, and this all gets resolved without the BBB have to get involved. As of today, 3/2/2023 there has been no change in their status.I appreciate any/all help with this matter.
Business Response
Date: 03/07/2023
March 7, 2023

*************************
7809 **********.
********, ** 21075

Re:BBB Complaint #********

Dear ****************:

On March 3, 2023, we received your complaint, dated March 2, 2023, filed with the Better Business Bureau.

You said that you were charged for service you did not receive, and you expressed concern about the level of customer service you received.

On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Some users may continue to experience difficulty accessing customer support.

Once I am able to thoroughly review your issue, I will follow up.

We appreciate your patience as we work to restore our customer care systems as soon as possible.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
On Tech Smart Services

********** / ******* Better Business Bureau
********************************************************************

*********************

Customer Answer
Date: 03/07/2023

Complaint: 19531146

I am rejecting this response because:

While its nice to finally have someone from OnTech reach out, it still doesnt resolve my issue of getting a refund.
This response doesnt have any contact info and doesnt provide any timeframe as to when anything will happen.

Sincerely,

*********************
Business Response
Date: 03/15/2023
March 15, 2023

*************************
7809 **********.
********, ** 21075
Re:BBB Complaint #********
Dear ****************:
On March 14, 2023, we received your rebuttal, dated March 13, 2023, filed with the Better Business Bureau.
You expressed dissatisfaction with my previous response.
We are sorry for the inconvenience. Please know we are working as quickly as we can to address these and any other service-related issues. Once our systems are restored, I will review your concerns and reach back out to you. Due to this I am unable to provide additional information regarding a refund.
You may contact OnTech Smart Services directly at **************.
Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
********** / ******* Better Business Bureau
********************************************************************
*********************

Customer Answer
Date: 03/20/2023

Complaint: 19531146

I am rejecting this response because:

I understand you are working to regain systems, but its been over a month. You keep giving me a phone number
that has a recording and then disconnects. Once I receive my refund I will gladly withdraw the BBB complaint.
This complaint seems to be the only way to make contact, which is unfortunate.

Sincerely,

*********************
Initial Complaint
Date:01/09/2023
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.
Dish network came out to work on my tv and presented me with an option to get a security system . Said with them I could get a package deal .Now I have had 9 service men from ontech come and finally adt said I have been with them 90 Days and they have to send out 3 of their techs to resolve my issue. I have done that . Last one today was extremely rude (my son was her and can admit to this) and when I called adt they said they had to send another one out and NO they will not let me Out of contract which is 6 months money back guarantee. They said they would remove the cameras which are giving me trouble but as long as system in house was working I was locked into a contract and would have to pay an early termination fee which no one can tell you how much . I have asked everyone I have talked to .I was Promised this would all be resolved Friday Dec 2 when a general manager would call me . I called back Friday since I had had no call.I was told he would call that afternoon.Still no call !!!! I am recently widowed and can not take the stress of fighting daily with my 120 min waiting times and then not getting anything resolved.All I want is equipment removed and my money back which is in writing and also on their website (so one of the techs told Me)
Business Response
Date: 01/09/2023
The customer entered into a contract with the following company who handled the sale and installation of the system.

Dish *************** L.L.C.
9601 ***************
*********, **, 80112-5905
**************

Please forward this on to the correct company.
Business Response
Date: 01/24/2023
January 23, 2023

*****************************
1506 ************.
********, ** 76033

Re:          BBB Complaint #********
                ************

Dear **************:

On January 17, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.

You said the *** system that OnTech Smart Services installed at your home was not working, and you requested to return it for a refund.

When we spoke, I explained that OnTech Smart Services only installs the equipment. We are unable to address any issues with the service provided by ***.

You indicated that *** had sent you a newer system that seemed to be working for you.

We sincerely regret any inconvenience or frustration that this issue may have caused. Also, on behalf of OnTech, please accept my sincere condolences for your loss.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Customer Answer
Date: 02/01/2023
I received a call
From On Tech who was very nice and understanding to my issue but my problem
Is with ADT that will not let me out of a contact that I didnt even know I had signed. Seems it was Dish network that had me sign it when my husband of 50 years had only passed away a few weeks before . I was told to sign and it only meant I had to pay first but he kept circling 6 month money back guarantee. Well ADT says no !!! Pay $1900 or I have to stay with them
For 3 years. They did come and install a different system . The front camera does NOT alert me when someone drive in my driveway . Doorbell camera works . I can go back and look on app and see someone drive in BUT I just cant seem to get an alert . I am
Always on hold for 120 mins to speak to someone . I have just given up trying to call anymore.

Thank you
*************************;
Business Response
Date: 02/08/2023
February 7, 2023

*****************************
1506 ************.
********, ** 76033

Re:          BBB Complaint #********
                ************

Dear **************:

On February 7, 2023, we received your rebuttal, dated February 7, 2023, filed with the Better Business Bureau.

You expressed concern about the process to initiate an *** commitment, and you expressed dissatisfaction with your *** alarm system.

Please note that when an *** system that requires a commitment is purchased, the customer is emailed a DocuSign prior to any work being done; it is not a document brought by OnTech technicians. OnTech cannot proceed with the *** installation until the contract is signed. Additionally,disclosures are provided regarding any commitment involved with any order prior to scheduling a work order.

We sincerely regret any inconvenience or confusion this issue may have caused.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Customer Answer
Date: 02/15/2023

I received a reply from
ontech which I have no problem with . They installed the equipment BUT ADT will not let me Out of the 6 month money back guarantee. They did come and install a different system which I am still having trouble with . It was Dish that presented me with adt. I had no idea which company. Dish just said all I was signing was that I paid for the equipment and they kept circling 6 month money back guarantee. My husband had only passed away a few weeks before. I was in no condition to be signing a 3 year contract that I only found out that I had signed about a month ago from aDT . Then ADT sent me a copy of the contract . This is the first I knew anything at all about a contract !!!! I am still not happy with the system and really want to be completely out of contract and them remove equipment and I will be much happier and less stressed with not even having a system since it isnt doing the only thing I am wanting it to do . I do NOT want to be woke up During the night that a car is going down my street . I only want to know when someone drives in my driveway . I want doorbell to tell me someone is there before they ring bell and are in my house !!!!
Initial Complaint
Date:01/05/2023
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.
Received a bad installation of a ******************** from On Tech that I paid for. They are not responding back to fix damage. I requested to speak with a Manger as there is a Electrical feedback and/or short to the Doorbell and home wiring they installed. The Cameras were mounted incorrectly, and damage was done to the house outside. ***** called me back telling me that the Manger would call me 3 days from now. Also that they had given me a appointment for 5 days from now. I want a Formal Complain for the charge of $300 for the installation and a call from a Real Manger there. No Reponses so far just excuses.
Business Response
Date: 01/10/2023
January 9, 2023

*************************
710 **************.
*************, ** 30045

Re:          BBB Complaint #********
                ************

Dear **************:

On January 6, 2023, we received your complaint, dated January 5, 2023, filed with the Better Business Bureau.

You allege that an OnTech technician caused damage to your home.

A review of our records indicate that a Damage Claim (#******) was created for you on January 4, 2023. ********************************************* with our Corporate Field Resolutions (CFR) contacted you and requested that you provide pictures of the alleged damage. Your damage claim is on hold until that documentation is received.

As all damage claims are handled through CFR, please continue to work with ********************** to address your concerns.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:12/30/2022
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.
Hello, I am reporting OnTech because I paid $117 on August 15 2022 and OnTech failed to provide the professional installation service they promised.I purchased a Nest Thermostat in mid-2022 and needed to have it installed. I consulted with the Nest Help Desk and they informed me that I had a specialized furnace setup with a heat pump. I decided that I would get a professional installer to do it right and ************* installation partner is OnTech (*************************************************). I paid OnTech $117 via **** credit card on August 15 2022 as Order Number: ****** and a OnTech technician visited my house and installed the Nest Thermostat. Everything seemed to be fine until cold weather arrived in December and the furnace could not heat the house. We brought in a local HVAC technician and he discovered that the OnTech technician connected several wires but never connected the Nest Thermostat to my heat pump, which was the entire point of the professional installation! The OnTech technician apparently placed the blue wire that operates the heat pump in another slot to power the Nest Thermostat because I need to add a C wire to my furnace, none of which was explained to us. This whole experience meant that my furnace has been using emergency heat only and resulted in very large utility bills for us. I had to remove the Nest Thermostat and put in another thermostat.I contacted OnTech by email in December 2022 and they indicated that they would not fix the issue or refund me because it was beyond 60 days since the August 2022 install. This stance is not consistent with their "Satisfaction Guaranteed" and "If for any reason youre not 100% satisfied, well work with you until we get it right" that is prominently displayed on the web site link that I provided above. I am seeking a refund of the $117 that I paid to OnTech back to my original **** payment method so that I can get an actual HVAC expert to install my Nest Thermostat correctly this time.
Business Response
Date: 01/04/2023
January 4, 2023

*****************************
1539 Red Rock Ct.
******, ** 22182

Re:          BBB Complaint #********
                *************

Dear ******************:

On December 30, 2022, we received your complaint, dated December 30, 2022, filed with the Better Business Bureau.

You said your Nest Thermostat was not installed correctly,and you requested a refund of $117.00.

Please note that OnTech Smart Services offers a 60-day workmanship warranty. Our records do not reflect that we were contacted regarding any issues within that timeframe. You may review our terms at ************************************************.

Our guarantee states, We provide a 60-day workmanship warranty on all service(s)following the installation date. In the event you (i) notify OnTech of a defect in workmanship of services within 60 days of the installation date and (ii) we confirm the existence of such defect of workmanship, we will correct such defect.

This service warranty (a) does not apply to any defects resulting, in whole or in part, from your or third-party acts or omissions (including, without limitation, abuse or misuse of the products or devices);(b) does not apply to any products or devices (including, without limitation,any defects in the products or devices); and (c) is non-transferable.

While we sincerely regret any inconvenience this issue may have caused, as we were not contacted within the 60-day window, nor were we given any opportunity to investigate your claim, we are unable to provide you with the refund you requested.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Initial Complaint
Date:12/26/2022
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 Tech was called because of a pop-up on the Nest screen I was looking at. I called the number assuming they were a part of the Nest program. A person told that a technician could come out to check it out. I asked if it cost. He said $129.99.I told him that Nest services were free for new users. Since I was having trouble, I agreed. He scheduled an *************** never saw ( camera) a technician come to my home. I was charged the $129.99 from my bank account on December 2, 2022. I called Ontech to get a refund. A person told me that I would get a refund back to my account. I have received nothing as of today, December 26, 2022. I received no service, so I want my $129.99 back.
Business Response
Date: 12/30/2022
December 29, 2022

***************************
10919 ******** St.
***********, ** 64131

Re:          BBB Complaint #********
                *************

Dear ******************:

On December 27, 2022, we received your complaint, dated December 26, 2022, filed with the Better Business Bureau.

You said your technician never showed. You stated that you contacted us for a refund but never received it.

A review of our records indicate that your $129.99 payment was refunded to the credit card ending in **** on November 29, 2022. Please contact your bank regarding this refund if your records do not reflect that it was applied to your account.

We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing your experience to our attention. I will forward your complaint to the appropriate personnel for internal review.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Initial Complaint
Date:12/07/2022
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.
On 11/23 I purchased a ontech membership for $213. They were to provide services for install of a ****** nest. They were to come on **** **** am and did not show up. I called them and they said they could have someone come by 4 pm on 12/4. They did not show up. I was rescheduled for 12/7 10-12 no one showed up. I called and they said they didnt have me on their books. I have taken 2 days off work and they have not shown up waisted my vacation time from work and my best still doesnt work correctly. This company is scamming people for their money and dont provide service.
Business Response
Date: 12/12/2022
December 12, 2022

Mr. **** St. *******
2232 ********.
*****************, ** 43035

Re:          BBB Complaint #********
                *************

Dear Mr. ***************************** December 8, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.

You said you had two technician appointments, but no technician arrived. You requested a refund.

A review of our records indicate that a refund was processed on December 7, 2022.

We sincerely regret any inconvenience this issue may have caused and we appreciate your feedback.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Initial Complaint
Date:12/06/2022
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 hired ontech to install a ring doorbell in March 2022. The technician upsold me on a mesh wifi system claiming it was needed for signal strength. Over the next months on a house that is unoccupied as a rental, i had continual problems with the cameras outside dropping. I thought it was the cameras and spent hundreds of dollars for adt to keep coming out to change cameras. I returned home in November and had ADT come over again. They tested the signal and it kept changing. Turns out it was the Linksys mesh router i paid $364 for as the upsell that was plain defective. I called Ontech for the 3rd time and got no where with them, To make it clear, they are crooks. They offered a free $100 garage upgrade for $5 and the tech that came said they are not even stocked.Bait and switch which is a crime. I expect a full refund for the $362 and they can pick up their Linksys towers and return them as manufacturer states a one year warrant on defective merchandise but they only reimburse the buyer ehich is Ontech. I also expect compensation for the bait and switch garage opener which shows as not in stock. They never refunded or compensated me for a package deal where 1/2 the package not provided. These guys are dishonest and i will file with the attorney general over bait and switch if i am not refunded in full.
Business Response
Date: 12/13/2022
December 12, 2022

***************************************
64 *******************************************************

Re:          BBB Complaint #********
                *************

Dear ******************:

On December 7, 2022, we received your complaint, dated December 6, 2022, filed with the Better Business Bureau.

You said that the Linksys Velop Mesh router does not work.You also said you never received the $5.00 LiftMaster Garage Upgrade kit. You requested a refund and additional compensation.

Please note that OnTech offers a 60-day workmanship warranty. As we do not manufacture the devices we install, we do not offer product warranties. As you allege that the router is defective,you must contact Linksys to file a warranty claim. Please visit ******************************* for more information.

A review of our records indicate that the LiftMaster Garage Upgrade could not be installed due to circumstances beyond our control. You were offered, and you accepted, a technician coming out at a later date when you were available to complete the upgrade, but we never heard back from you to reschedule it. You confirmed this information when you contacted us on February 15,2022. During the call, you said that you would call us to reschedule the upgrade when you were at the property.

As we do not offer product warranties, we are unable to provide you with the refund you requested. Additionally, as you agreed to contact us to reschedule the LiftMaster Garage Upgrade kit but you opted not to do so, we are unable to provide you with any compensation for this issue. If you would like to receive a refund rather than reschedule the technician visit,please contact me directly and I will refund your $5.00 payment. Otherwise, please contact us to schedule a technician visit.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210

*********************
Customer Answer
Date: 12/13/2022

Complaint: 18535728

I am rejecting this response because: Linksys rold me rhat they only provide one year to their resellers which is you.

Sincerely,

***********************
Business Response
Date: 01/04/2023
January 3, 2023

***************************************
64 *******************************************************

Re:          BBB Complaint #********
                ************

Dear ******************:

On January 3, 2023, we received your rebuttal, dated January 3, 2023, filed with the Better Business Bureau.

You said that LinkSys only provides warranties to resellers.

Please note that our agreement with LinkSys differs from consumer agreements. As we are not the end-user of the product, a consumer warranty would not apply.

Please contact LinkSys regarding your request, or refer to ********************************************************* for their warranty Frequently Asked Questions.

As I advised you previously, we do not manufacture LinkSys equipment; therefore, we do not offer a manufacturers warranty for their products.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
OnTech Smart Services
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Customer Answer
Date: 01/11/2023

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. Your service for the garage opener was excellent so i am taking the loss.

Sincerely,

***********************
Initial Complaint
Date:12/06/2022
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.
Amazon recommended OnTech to install Ring Security cameras at my home. I met with an OnTech representative and he recommended four cameras with solar adapters because he was not an electrician and could not hard wire the cameras. On 10/27 I purchased the cameras, paid the tech fee and purchased an OnTech membership for $1,258.78. The cameras were installed, but they never worked. The batteries were constantly empty or appearing low. So, I called OnTech and asked for a refund. I received a label and sent the equipment back to OnTech. After the tracking showed that it had been returned, I noticed that I had not received a refund, so I called. I was told that because the system never worked, I would receive a full refund for the membership, equipment and service fee. On 11/21 I was told that I should expect to see 3 refund transactions within 7 business days. On 11/22, OnTech refunded me $770.36 and $274.43 - but, I was $213.99 short. 12/1, I called to check on the third transaction and was told that the request had been made and that I should receive a refund within 5-7 business days. On 12/5, I sent an e-mail following up on the final refund that I never received and did not receive a response. I called again today and was given the same story - I should expect the refund within 5-7 business days. At this point, I am frustrated - it should not be my responsibility to keep calling OnTech every 8th business day to ask about my refund and to be told that it will be coming in another 5-7 business days! OnTech should do the right thing and refund me for a membership that I tried to use, but was not able to because the system never worked! I've attached a jpeg of my OnTech charges/refunds from my credit card, so you can see dates and amounts.
Business Response
Date: 12/12/2022
December 12, 2022

*****************************
826 ***********.
*****, ** 68114

Re:          BBB Complaint #********
                *************

Dear ********************:

On December 7, 2022, we received your complaint, dated December 6, 2022, filed with the Better Business Bureau.

You expressed concern about the level of customer service you received and indicated that you had not received your refund.

A review of our records indicates that your third refund was processed on December 7, 2022.

We sincerely regret 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,

*********************
Senior Corporate Case Manager
Executive Escalation Team
OnTech Smart Services
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************

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