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:11/28/2022

  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.

  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: 18469496

  You 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.
  
  *************************

• Initial Complaint

  Date:11/22/2022

  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.

  I scheduled an appointment with On Tech to have a technician install a ********** Connector to resolve an issue with my ****** Nest Thermostat. I was initially charged $126.80 for the installation. When the technician arrived, he advised me I would need to purchase and additional adapter and pay an additional installation fee of $54.17 to proceed with the service. Within a day of the appointment I received the same error message indicating the issue I had contacted OnTech to resolve had not been addressed. I came to learn that neither the connector nor the adapter were properly installed. I contacted OnTech by phone and e-mail requesting a refund and was told a manager would call me back within 4 days. I still had not received a call back a week later. I was able to get a manager on the phone nearly two weeks later on 11/22/22. The manager not only refused to process the refund, but stated the company would never do so. This company engages in misleading and deceitful advertising and selling practices. They do not complete the services they are contracted to do, upcharge customers during appointments, and offer no meaningful resolution.

  Business Response

  Date: 11/30/2022

  November 28, 2022
  
  
  
  ***************************
  1 ********************************., Apt. 10
  ************, ** 10603
  
  Re:          BBB Complaint #********
                   ************
  
  Dear **************:
  
  On November 22, 2022, we received your complaint, dated November 22, 2022, filed with the Better Business Bureau.
  
  You said you scheduled a technician to install a ********** Connector and you added a ********** Adapter at the recommendation of the technician. You stated that you received the same error message after the technician left and you mentioned that neither of the installations were correctly connected.
  
  A review of our records indicate that you initiated the appointment online, requesting the purchase and installation of a Google ********** Connector. During your appointment on November 12, 2022, a ************************** Adapter and installation were ordered as well.
  
  You contacted us on November 16, 2022, and requested a refund of all charges. You indicated that you received the same error message that you had previously received, leading you to posit that the equipment was not installed at all. Our agents offered to send a technician to investigate and resolve the issue, but you declined the offer more than once and insisted on receiving a refund. You were also offered a return label to return the connector and adapter for a refund of your purchase price. As our records show that the work was completed, your request for a refund was denied.
  
  While we sincerely regret any inconvenience this issue *** have caused, as we were never provided any opportunity to investigate or resolve any issue that *** have occurred, we are unable to provide 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
  
                  *********************

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18451623
  
  I am rejecting this response because: the issue remains that the installation was improperly completed. I was and remain willing to return the adapter for a refund but that does not resolve the issue of the nearly $150 I was charged for installation fees. I hired your company for a service that was not properly completed. I declined the option to have a technician return to my home because I was informed that even if the issue remained unresolved following a second appointment I would not be refunded and your company would instead continue to send additional technicians. This is unacceptable and a huge inconvenience. It is clear that I am not the first to have this kind of issue with your services and I am not comfortable having untrained technicians in and out of my home. I would like to be refunded in full for the inconvenience of the failed installation. I will return the additional device that was purchased during the appointment once I am provided a label to do so.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/12/2022

  December 9, 2022
  
  
  
  ***************************
  1 ********************************., Apt. 10
  ************, ** 10603
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On December 8, 2022, we received your rebuttal, dated December 8, 2022, filed with the Better Business Bureau.
  
  You maintain that your ********** adapter was improperly installed and you continue to request a refund for the installation.  You indicated that you are willing to return the power adapter if you are provided a shipping label to do so.
  
  Normally, our product return window is 30 days; however, as a courtesy, I emailed you a return label to return the *********** Power Adapter.  Once I receive it, its cost of $14.00 plus any applicable tax will be refunded to you.
  
  Please refer to my previous response wherein I explained that we were given no opportunity to investigate your claims of improper installation or to resolve any issues that you may have experienced with the installed adapter.  As we were not provided the opportunity to verify your claim, we are unable to provide you with a refund for service rendered.
  
  Our regular process, should we be contacted regarding any claims of workmanship is to dispatch a technician to investigate and resolve the claim. Per our service guarantee at ************************************************:
  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.
  
  As you opted not to allow us to verify any part of your claim, we are unable to provide the refund you requested.
  
  Please note that our technicians are fully trained and vetted prior to being dispatched into the field.
  
  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: 12/14/2022

   
  Complaint: 18451623
  
  I am rejecting this response.

   

  ******************,

   

  I would first like to clarify the timeline as the dates outlined in your previous response do not line up. My rebuttal was submitted on November 30, 2022 and I first reached out to your company well within the 30 day period and found it exceedingly difficult to get in contact with a representative. I also attempted to reach you by phone as you indicated in your initial response on November 30, 2022. I left a voicemail and to date have not received a call back. Your response, dated December 12, 2022 comes nearly two weeks after the fact.

  Your response was limited to the power adapter and still does not address the issue with the faulty installation of the nest power connector. I appreciate your willingness to process a refund but $14 is not an adequate resolution as it does not account for the service fee or the cost associated with the power connector. Please note, I was charged nearly $180 in total. 

  As indicated in my initial complaint and response, I was told by your customer service representative that your company will continue to send technicians to my home repeatedly if the issue were to persist. I would be willing to allow a technician to assess the situation if an assurance is made that I will be refunded in full if the problem continues to persist.

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

  Business Response

  Date: 01/06/2023

  January 5, 2023
  
  
  
  ***************************
  1 ********************************., Apt. 10
  ************, ** 10603
  
  Re:          BBB Complaint #********
                  ****** - ************
  
  Dear **************:
  
  On January 4, 2023, we received your second rebuttal, dated January 4, 2023, filed with the Better Business Bureau.
  
  You indicated that you disagreed with the timeline of my previous responses, and you said you attempted to reach me but had not received a call back. Additionally, you said my responses were limited to addressing your power adapter and I did not address concerns regarding your installation.
  
  The dates on our responses are the date we receive your complaint and the date you submitted your complaint.
  
  Please refer to my previous two responses wherein I explained our policy regarding our 60-day workmanship warranty and the fact we were not given any opportunity to verify your claim. If you contact us within ********************************************************************** workmanship, we will correct it.
  
  Should you wish to have a technician out to investigate and correct any issues, I would be happy to arrange that; however, as our records show your initial work order was completed, we are unable to provide a refund for this issue.
  
  I apologize, but I do not show that I received a voicemail from you; otherwise, I would have called you back. 
  
  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 Service
  Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:10/22/2022

  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.

  When I first called OnTech in July 2022, their sales rep told me they could help me with a specific smart home product. That turned out not to be the case they transferred me to a technician. I asked to be transferred again to a customer service rep to immediately cancel my membership. They took my information and said it would be done in 3 business days. That didn't happen. Since then I've been charged for a monthly membership. Every month I call to cancel and they say they can't cancel my membership while on the phone but are willing to 'create a ticket and escalate the case.' Nothing happens and I keep getting charged. OnTech needs to provide a full refund for all monthly membership charges. When I try to cancel my subscription through my account, I get an error code. It seems that this company's subscription services are designed to keep people trapped and paying with no way out. No only that, but they don't provide the service that their representatives claim provide at the time of enrollment. It's a fraud.

  Business Response

  Date: 10/27/2022

  October 25, 2022
  
  
  
  Mr. *************************
  813 *****************************************.
  *********, ** 72404
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On October 24, 2022, we received your complaint, dated October 22, 2022, filed with the Better Business Bureau.
  
  You said you wished to cancel your OnTech Smart Support account, but you had been unable to do so. You requested to cancel your membership and receive a refund.
  
  We sincerely regret any inconvenience this issue may have caused and appreciate you bringing it to our attention. Your account has been canceled and your payments have been refunded.
  
  Please note that I reviewed your calls to us and found that during your initial conversation, you enrolled in Smart Support without telling the agent exactly what device you were having issues with. You only stated that ****** Nest Support had indicated that they could not resolve your issue and directed you to contact OnTech.
  
  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
  
                  *********************