Business Profile
Tech Support
OnTech Smart ServicesHeadquarters
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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
- 75 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/09/2023
Type:Sales and Advertising IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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
*********************Initial Complaint
Date:12/05/2022
Type:Service or Repair IssuesStatus: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.
Horrible experience when calling them for doorbell and cameras setup for my home as a customer I shouldnt be treated this way with a disabilityBusiness Response
Date: 12/12/2022
December 9, 2022
*******************************
6729 *********************************************** 11365
Re: BBB Complaint #********
*************
Dear ****************:
On December 5, 2022, we received your complaint, dated December 5, 2022, filed with the Better Business Bureau.
You expressed dissatisfaction with the level of customer service you received.
I reviewed your call and found that you contacted us regarding purchasing and installing an outdoor ****** Nest camera. As you were initially unsure what other products you might need, the agent you spoke with offered to have a technician visit your home to provide advice regarding what products would work for you and their installation. When the agent advised you that there would be a $49.99 charge, you demanded that it be waived and that the service be provided free of charge.
When the agent explained he was unable to waive the fee, you requested the installation of two outdoor ****** Nest cameras and a doorbell. When you were advised that the soonest date available was December 14, 2022, you demanded a sooner date, even after the agent explained that our technicians were fully booked for installations through that date. You then requested that he contact our dispatch office to schedule a sooner date. When he said he already had and that the 16th was the soonest, you terminated the call.
While we appreciate your feedback, I found no instance of poor treatment on the part of our agent. He provided you with correct information and courteous service throughout the call.
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:12/04/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a tech through ****** to have a thermostat put in at my home. Ontech sent a technician out who installed the thermostat. While the technician was at my home he tried to sell me on many other products such as cameras, doorbells, and memberships to their company. I did not buy anything. I now have a second charge on my account for another thermostat installation and membership fee which the company will not remove. I emailed and called for almost a week before receiving a response. I am being told because I ask a question about our second thermostat the charge is valid. All I said to the tech was that we had an error message but were working on it ourseleves since it was already installed, I just simply needed to look up the code and hadn't yet. He took it upon himself to hit a button and restart it (all in less than a minute). He never installed a second thermost or did anything other than hit a button, that again I did not ask for. At the time I didn't think anything of it but now seeing the additional charge, I feel like because I didn't buy anything after that, the tech put those charges on my account as retaliation. I never authorized or recieved any other products, services or memberships. Ontech will not say anything other than "the charge is valid" when I have told them, it is not. The charge is not valid, I paid full price ($130) to have my thermostat put in (they sent out an email saying it was a $100 less right after I'd made my order but they wouldn't honor that either). I would like a refund For the second unauthorized, invalid charge of $200. I have already paid for the services recieved.Business Response
Date: 12/12/2022
December 9, 2022
*******************************
1283 ***************.
********, ** 28056
Re: BBB Complaint #********
*************
Dear **************:
On December 5, 2022, we received your complaint, dated December 4, 2022, filed with the Better Business Bureau.
You said that additional charges were applied to your credit card account without your knowledge or authorization.
A review of our records indicate that the charges to which you refer were previously refunded. You were refunded $97.49 on December 1,2022, and $100.97 on December 8, 2022.
We appreciate you bringing this issue to our attention. I have forwarded your complaint to the appropriate personnel so we may investigate and address them internally.
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: 12/12/2022
Complaint: 18521023
I am rejecting this response because:thank you for your response but your information is inaccurate. I was refunded ***** on 12/2 ( after I filed a complaint) and I have not been refunded anything further since.
Sincerely,
***************************Customer Answer
Date: 12/14/2022
I have now received a payment back from this vendor and need to close this out but I'm not sure how to do so can you please take care of that for me?Initial Complaint
Date:11/28/2022
Type:Service or Repair IssuesStatus: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.
05/22/2022 A Ring Doorbell was installed by Ontech employee. Since then, I have been getting Streaming Live Error messages on my Ring app when I tap on Live view when I leave my residence. The more I use Live View, the more streaming live errors I receive. I had no idea what was going on! Then 11/26/2022 I clicked on Dashboard, then Front Door Online, then Device Health and then I saw the problem! Transformer Voltage POOR, SIGNAL STRENGTH RSSI -65. My question is why didn't Ontech installer for my Ring Doorbell check to make sure I had adequate power and checked my "Device ****** before he left. By me being a first-time user, I had no idea what to look for or where to look to find out why I was getting constant error messages of concern when I leave my home. It is evident the Ontech employee who installed my doorbell was not knowledgeable to install it. I have gone through 6 months of turmoil trying to figure out why my Ring Doorbell has not been operating properly in Live View. On 11/26/2022, I clicked on "Transformer Voltage" it shows," Poor (in red) & ********** doorbell transformer doesn't supply enough power." We recommend installing a Ring Hardwired Transformer or Plug-In Adapter." On 11/26/2022 I was told by Ring my RSSI should be much lower, and my Transformer should supply ***** VAC. Please send out a higher level Ontech Manager who is experienced in installing my Ring Doorbell Pro 2 correctly so I will no longer have these streaming error problems when I leave my residence. My internet speed is 400 mbps.Business Response
Date: 12/05/2022
December 2, 2022
*****************************
7066 *******************.
*******, ** 38018
Re: BBB Complaint #********
************
Dear ****************:
On November 29, 2022, we received your complaint, dated November 28, 2022, filed with the Better Business Bureau.
You said that your Ring doorbell is displaying a signal strength error. You requested that a manager be sent to your home to troubleshoot the issue.
Please be advised that OnTech offers a 60-day workmanship warranty. We will correct any issue if you notify us of the defect within 60 days of the completed work and if we confirm the existence of such defect. According to our records, you have not contacted us since your appointment on May 22,2022.
Please note that our technicians check the installed product for issues before they complete each job as part of the regular installation.
We offer a troubleshooting service for $129.99 for the first hour of diagnostics, and at a rate of $94.99 per hour thereafter. Please visit https://www.ontechsmartservices.com/products/smart-home-help or contact us at ************** for details.
Additional research found that the error you are receiving is due to the Wi-Fi signal. Please review the article at https://support.ring.com/hc/en-us/articles/217271526-Understanding-RSSI-Values-and-Wireless-Signal-Strength or contact Ring for troubleshooting.
As we were not notified of the issue in a timely manner, we are unable to provide a free diagnostic appointment.
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
*********************Customer Answer
Date: 12/05/2022
Complaint: 18469496You stated in your response the sentence below:
I am rejecting this response because: please note that our technicians check the installed product for issues before they complete each job as part of the regular installation.However, ever since your technician left after 05/22/2022, I have been getting streaming errors on my Ring Doorbell. I am not a technician, and I did not know where to go and look to see why I get these errors almost daily. However, last week, I happen to click on Front Doorbell and immediately clicked on Device, then Front Door Online, then Device Health, then the message was shown TRANSFORMER VOLTAGE - POOR.
I will never use your service again and will inform Ring today about your denial to come back out and install a transformer or correct this issue because this message has been coming on my iPhone since the doorbell was installed. By the serviceman not correcting it 05/22/2022 it just enables your company to get more money out of me. I see now why you are rated 1.85 out of 5, to date.
*************************
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