Complaints

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:10/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/1/25 this company fraudulently captured my telephone call to ** regarding issues with a new printer I had purchased, I was informed that it worked for, and then was later told, ******. Incorrect information.I made the mistake of allowing **** *****, a "tech" with a strong Asian accent, to access my computer. **** ***** indicated the following would be done: "clean up and tune up the computer, remove viruses, install a firewall sql, install a valid anti virus with license key, reinstall all corrupted drivers, install an ip blocker".There were no viruses on my computer when I tried to contact ** about my printer. The information I was told my Mirosoft was fraudulent, meant to scare, and a scam to get people to pay for services not needed.I never received the anti virus license key.For this service I agreed to purchase a lifetime service agreement for $699.99.On 7/2/25 I again spoke with **** ***** and it was agreed to refund me $200.00 and reduce the service agreement to 5 years.I was only refunded $199.99 not the full $********* indicated above, the main reason for calling **, a call that this company captured, was an issue with the new HP printer I purchased. Although I was told the problem had been fixed, it was not fixed.When I contacted the real HP, I was told the printer was defective.I returned the printer and exchanged it for a new printer.I then found out that rather than installing the firewall and antivirus, only icons were installed along with a remote utilities host through which a virus was downloaded. There were no viruses on my computer when I initially tried to contact ** concerning my printer. I had the icons, virus and utilities host removed.I requested a full refund for the remaining $499.99, actually should be $500.00 for the failure to issue the full $200.00 refund previously agreed to.The services this company said it would provide were not provided.There are already several complaints against this company.

  Business Response

  Date: 10/16/2025

  We thank the Better Business Bureau for providing us with the opportunity to respond to the complaint filed by *****. At Mirosoft LLC, we take our commitment to customer satisfaction and the integrity of our business practices very seriously.
  We were disheartened to learn of ******* dissatisfaction with our services. We have thoroughly reviewed her case and the interactions we had with her.
  First, we would like to address a primary concern: the allegation of a "fraudulently captured" call. We are an authorized third-party reseller and support provider for **, a status we maintain in good standing. Our marketing and call channels are legitimate, and we do not "capture" calls deceptively. ***** reached out for support, and we provided it in good faith based on the information she provided at the time.
  Regarding the service provided on July 1, 2025, our technician, **** *****, performed a suite of services as agreed upon, which included a diagnostic review and optimization of her system. We stand by the work our technicians perform. We acknowledge that a misunderstanding arose concerning the nature of the printer issue, which was later determined by ** to be a hardware defect. We are glad she was able to resolve the printer matter directly with ***
  In the spirit of our commitment to customer care, we note that ***** contacted us outside of our clearly stated 30-day 100% refund guarantee period. Despite this, we willingly agreed to a partial refund as a gesture of goodwill to address her concerns. We processed a refund of $199.99, and we apologize for the clerical discrepancy of one cent, which was an oversight and not intentional.
  We have carefully reconsidered ******* request for a full refund of the remaining balance. After reviewing the services rendered and the goodwill refund already issued outside of our policy terms, we regret that we cannot process any further refunds. The services for which she was billed were performed.

  Our Final Offer to Resolve This Matter:
  While we cannot offer an additional monetary refund, we remain committed to ensuring her system is functioning correctly. We would like to extend an offer of one complimentary, extensive support session to address any remaining concerns she has about her computer's performance, including a review of the software installed and system optimization, at no charge to her.
  We believe this offer demonstrates our genuine desire to help and to ensure she is ultimately satisfied with the state of her system.
  We invite ***** to contact us directly at ******************************** to schedule this complimentary session. We hope she will accept this good-faith offer for additional support.

  Customer Answer

  Date: 10/30/2025

   
  Complaint: 23964874
  
  I am rejecting this response because:

  The final offer by Mirosoft to resolve this matter is nothing more than what Mirosoft fraudulently induced me to purchase.   

  That is certainly not a goodwill gesture or offer.

  Stating Mirosoft "cannot offer an additional monetary refund" is saying Mirosoft will not do so.  The reason for its inability to give a monetary refund is inaccurate.

  I initially spoke with Mirosoft on July 1, 2025.  On July 2, 2025 I spoke twice with **** ***** of Mirosoft and requested a refund. That was well within the "clearly stated 30-day 100% refund guarantee period" as stated in the response of Mirosoft to my complaint.

  That is just another intentional misrepresentation by Mirosoft.

  When I asked for the "guaranteed" refund I was told by **** ***** that all Mirosoft could do was modify the length of the contract.

  A partial refund was issued on July 2, 2025.  It was posted to my credit card on that same date.  Again well within Mirosoft's 30 day refund policy.

  Mirosoft is giving false facts and information.

  The services Mirosoft said were performed were not done.  Several icons were put on my home screen and a remote utilities host installed.   None of this was done by **** *****.  I was handed off to another "tech" at Mirosoft.

  The icons were just icons leading to nothing.

  A virus was installed.  

  I was able to have the icons and virus removed.

  My experience with Mirosoft intentionally misrepresenting who they are is not the only time they have done so.  See complaint made  to the BBB on 5/1/2024 setting forth the same misrepresentation of who they were.

  They misrepresented that they were HP, not that they were an authorized third party reseller. 

  I have twice emailed Mirosoft directly asking for a refund and did not receive any response.

  Mirosoft is clearly making misrepresentations to the public.  That needs to be stopped.

  
  

  My request for a refund was made within Mirosoft's own 30 day refund policy yet it has refused to do so or follow its own policies..

  I am again asking the Mirosoft issue me a refund for $499.99. 

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

  Business Response

  Date: 10/31/2025

  Thank you for reaching out to us regarding your concerns about the service agreement purchased on 7/1/25, and your request for a full refund of the remaining balance. We take all client feedback seriously, and we want to clearly address the points you've raised.
  
  Our Relationship with HP and Call Capture
  
  We understand your concern regarding the initial phone contact. Please be aware that we are an independent, third-party technical support and service provider. We are affiliated with ** as an authorized reseller of their products and services, but we do not claim to be **. Our technicians are trained to clearly communicate our company's identity and status as a third-party service. Any misunderstanding of this relationship is regrettable, but we firmly assert that we did not engage in fraudulent misrepresentation to "capture" your call.
  
  Review of Services Provided and Resolution
  
  On 7/1/25, you voluntarily authorized our technician, **** *****, to access your computer and perform a comprehensive service, which included:
  System cleanup and tune-up.
  Diagnosis and removal of potential security threats.
  Installation of security features like a firewall and antivirus software.
  Driver and system file optimization.
  While we understand you later determined your printer issue was due to a hardware defect (which is a matter for **'s hardware warranty and not our software service), the primary service you purchased was for the comprehensive maintenance and optimization of your computer system, as outlined in your agreement.
  
  Contractual Agreement and Prior Refund
  
  We acknowledge the subsequent conversation on 7/2/25 where we agreed to amend the contract to a 5-year service agreement and issue a partial refund.
  Original Agreement: **************** for $699.99
  Amended Agreement: 5-************ for $499.99
  Refund Issued: $199.99
  The issuance of the $199.99 refund successfully reduced your service cost to the agreed-upon 5-year rate of $499.99, fulfilling the terms of the amendment. The difference of one cent ($/$0.01$) from your expectation of $/$200.00$ is negligible in the context of the overall service agreement, and we consider the prior agreed-upon resolution complete.
  
  Denial of Further Refund
  
  We stand by the professional services provided and the value offered in your 5-year service agreement. Your request for a full refund of the remaining $/$499.99$ is based on the claim that services were not provided and that we misled you. As demonstrated, we fulfilled the agreed-upon service contract, and we do not find sufficient grounds to process a complete refund simply because you now believe the service was unnecessary or because you resolved your separate hardware-related printer issue with ***
  We remain ready to support you fully under the terms of your current 5-year service agreement. If you believe any of the contracted services (such as firewall or antivirus installation) are not functioning correctly, please contact us immediately so we can remotely log in and verify or reinstall these components as part of your active warranty and service contract.
  Our commitment is to your satisfaction within the bounds of our signed agreement.
  Sincerely. 

  
  

• Initial Complaint

  Date:09/17/2025

  Type:Order 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.

  Company representative claimed this service would eliminate need for virus or trojan protection on my PC. I asked for a copy of contract for services and **** said I would receive a copy through email. Both statements were a lie. When I attempted to contact Mirosoft LLC, I discovered their phone and correspondence portal were not working. I am very dissatisfied with not being able to correspond with company and would like an immediate refund of my purchase price of $999.99

  Business Response

  Date: 10/16/2025

  We have spoken with Mr. ******* directly and understand his request for a more detailed invoice. We apologize for any delay or miscommunication in providing this document. We are prepared to fulfill this request.
  To address the specific points in his complaint:
  Regarding the claim about virus protection, our service is designed to provide comprehensive security management and system optimization. It is not our policy to claim that any service completely eliminates the need for ongoing security vigilance. We regret if there was a misunderstanding during the sales process.
  Concerning the service agreement, we have confirmed that a copy was sent to Mr. ******** However, we acknowledge his desire for a more itemized, detailed invoice, and we are happy to provide that.
  Our Path Forward:
  We have already initiated the process to generate a comprehensive, detailed invoice for the services rendered. This requires pulling specific data from our systems to ensure accuracy. We ask for a brief period of [e.g., 3-5 business days] to prepare and send this document to Mr. ******* directly.
  Regarding the request for a refund, our company policy clearly states a 30-day money-back guarantee. As ********************* was performed outside of this 30-day window, we are unable to process a refund. The services for which he was billed were completed in full, and we stand by the work that was done.
  We believe that providing the detailed invoice he has requested will bring the clarity he is seeking. We will be in direct contact with Mr. ******* to deliver this document by 11/01/2025.
  

  Customer Answer

  Date: 10/21/2025

  On Oct.14, 2025 I received a phone call from an individual at Mirosoft named *** That same day I emailed Mirosft explaining my disappointment with their services and method of securing a contract, ** assured me that the company did not want those practices and offered to reimburse my credit card $700 initially and would look into whether any more funds would be refunded. As of this date nothing has been done and no further correspondence has been received by me.

  I am not satisfied with the response of Mirosoft and would like you to further expedite my claim.

  Sincerely,

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

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 23896472
  
  I am rejecting this response because:

  On Oct.14, 2025 I received a phone call from an individual at Mirosoft named *** That same day I emailed Mirosft explaining my disappointment with their services and method of securing a contract, ** assured me that the company did not want those practices and offered to reimburse my credit card $700 initially and would look into whether any more funds would be refunded. As of this date nothing has been done and no further correspondence has been received by me.

  I am not satisfied with the response of Mirosoft and would like you to further expedite my claim.

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

  Business Response

  Date: 11/03/2025

  We cannot entertain this customer here any further as the customer has filed a dispute with their bank and now we will have to work their bank on the dispute that has been filed. Any further resolution on this matter will be provided to the bank. 

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 23896472
  
  I am rejecting this response because: 

  I respectfully advised Mirosoft LLC of my decision to terminate my contract with them in the advertised time frame. I furthermore allowed them to adjust the refund to allow for any lenitive expenses they may have occurred during my brief association with them. I received a verbal response from a man named ** who informed me that I would receive a partial reimbursement of $700 within 72 hours and if any additional return was found, he would investigate.

  Now I find because I reported a claim against Mirosoft LLC with my credit card company on October 29, 2025, they would not follow up on any further response. Mr. ****** told me, "It's between your bank and my bank". I asked him if this contradicted his company's cancellation policy and he hung up on me.

  I am very disappointed that a company would take advantage of a 75 year old person on a fixed income, so ruthlessly.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 11/04/2025

  Dear Better Business Bureau and Mr ************** appreciate the opportunity to clarify the facts surrounding the service agreement and subsequent refund claim made by [Client Name]. We take all disputes seriously and strive to maintain professional integrity and accurate records with our clients, regardless of age or financial standing.
  
  Clarification on Contract Cancellation and Refunds
  
  Mr *******, purchased a technical support service agreement from our company on 10/14/2025. We understand that Mr ******* subsequently sought to terminate this service.
  Initial Resolution: As a gesture of goodwill and to resolve the matter amicably, our representative, ***** confirmed a partial refund of $700.00. This action clearly demonstrates our willingness to accommodate the client's request outside of strict contract terms. This refund was processed promptly.
  The Dispute Process: On October 29, 2025, before any further internal investigation or potential additional refund could be completed, Mr ******* chose to file a formal dispute (chargeback) with their credit card issuing bank.
  
  The Banking Protocol
  
  Once a client initiates a formal dispute (chargeback) with their bank, the control and resolution of the financial transaction are immediately transferred from our company to the banking institutions involved.
  When a chargeback is filed:
  Our company's bank requires us to submit all relevant documentation (signed agreements, service logs, communication records).
  Our bank then communicates directly with the client's bank.
  The final decision on whether the remaining funds are returned to the client is made solely by the banks and the credit card networks based on the evidence provided by both parties.
  As Mr. ******* correctly stated, "It's between your bank and my bank." At this stage, our internal refund processes are paused and superseded by the official banking dispute channels. It is a procedural and regulatory requirement, not an attempt to avoid communication.
  
  Addressing Defamation and Allegations of Elder Abuse
  
  We strongly object to the public allegation that we have "ruthlessly" taken advantage of an elderly person. This claim is unfounded and deeply damaging to our reputation. Our company provides transparent, contracted services, and our willingness to issue a $700.00 partial refund prior to the chargeback being filed directly refutes the accusation of malice or exploitation.
  We kindly request the Better Business Bureau's assistance in mediating this complaint under the understanding that the financial resolution is currently in the hands of the respective banking institutions. Continuing to post unsubstantiated allegations on this public forum while a formal bank dispute is active constitutes a form of public harassment and defamation that ***** our business reputation.
  We have provided all necessary documentation to our bank and will abide by the final decision reached through the official chargeback process.
  We value our professional reputation and request that this complaint be closed based on the fact that the matter is currently being handled through the appropriate financial dispute resolution channels.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 30, 2024. $599.00 business committed to fixing any software problems I have for 2 years. All I wanted to do was install some security software. The dispute is scamming me for the money. The software company (Webroot) had a link, supposedly to the Geek Squad, which I used. I thought I was talking to the Geek Squad. and they insisted as much. They are actually ************ A "tech" named "***************************" (strong south Asia accent) (phone 800-209-3705/3701, ext. 103) spent about 90 minutes working on my computer, stating that in his initial analysis he detected network issues that he said were blocking my ability to install the software. I agreed to let him use logmein so he could access my system. I monitored the laptop display carefully to see if his activities made sense (they did not). Ironically, the original security software was ultimately installed as requested. However, in the process of "fixing" the network issues he detected, he changed security software systems that were originally installed by the real Geek Squad. He installed a firewall (www.sysinternals.com) and AdwCleaaner from Malwarebytes (whose software I had been using) that cost me $599 for a two-year service contract. He did provide links to their "help desk." Before "activation" of the new security software came the fee process. I had to electronically sign forms and wrote a check which he scanned using my printer /scanner. I saw no evidence that he activated the "new" software. Once the paperwork was done, he was quick to end the call. When he was done his "work," I saw no changes in the system performance, except that a number of applications had been removed. My concern is that during this "work" he could have easily added a "back door" for future security breaches. I am 74 years old and was scammed. I believe the real Geek Squad is aware of such organizations but is doing nothing to block them from such scams.

  Business Response

  Date: 05/15/2024

  Thank you for contacting the Better Business Bureau (BBB) and for bringing your concerns to our attention. We sincerely apologize for the confusion and frustration you experienced during your recent interaction with *********.

  
  We understand from your statement that you contacted us on April 30th, 2024, seeking assistance with installing security software. We want to clarify that ********* is a separate company from Geek Squad. We strive to be transparent in our communication, and it appears there may have been a misunderstanding regarding our company identity during the initial contact.

  
  We apologize if the representative, did not clearly identify himself and ********* at the beginning of the call. We take customer concerns seriously and will address this with our team to ensure clear communication in the future.

  
  Regarding the services provided, we can confirm that ***** addressed the network issues you mentioned, which could have been hindering the software installation. The firewall (www.sysinternals.com) is a free and legitimate tool used to improve network security, and AdwCleaner from Malwarebytes is a reputable anti-malware program. We offer a two-year service contract that includes ongoing support and maintenance, which is reflected in the $599 fee.

  
  We understand your apprehension about the remote access and software activation process. We assure you that ***** did not install any backdoors or engage in any malicious activity. We value customer privacy and security and have strict protocols in place to ensure safe remote access and software installation.
  We regret that you haven't noticed any improvement in system performance after the service. We would be happy to have a senior technician review your system remotely and address any further concerns you may have. This would be a complimentary service, and there is no obligation to continue with our service contract if you are not satisfied.
  Please feel free to contact us directly at [phone number] or reply to this email to schedule a complimentary review with a senior technician. We are committed to resolving your concerns and ensuring your satisfaction with our services.

  
  Sincerely,
  The ********* Team

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 8, 2024 $999.00 business committed to fixing any software problems I have for 3 years.The dispute is scamming me for the money. They don't really fix software problems. I thought I was talking to the Geek Squad. that's who I called. they insisted they were the Geek Squad. One person spent hours moving things around on my computer, When he was done nothing had been fixed. When I questioned him, he (East Indian) suddenly talked in a much thicker accent the BECAME unintelligible. He had me write out a check, photograph it and email it to him, pressuring, pressuring me. I am 77 years old and I was scammed. This was elder abuse.

  Business Response

  Date: 04/05/2024

  Dear *******************************,

  Thank you for contacting the Better Business Bureau (BBB) and for reaching out to GeekTek Solutions directly. We take all customer concerns seriously, and we understand your frustration. We want to assure you that you were not scammed, and that GeekTek Solutions is a legitimate business with trained technicians dedicated to resolving your computer issues.

  
  Here's what we can clarify:

  
  GeekTek Solutions vs. Geek Squad: We understand the confusion. We are not affiliated with Geek Squad in any way. We are GeekTek Solutions, a separate company offering virtual computer repair services.
  Technician Communication: There seems to have been a miscommunication between you and the technician. We apologize if his accent became difficult to understand during your interaction.

  
  Service Transparency: We strive for complete transparency. Our technicians typically explain their steps while working, but we can see how this might not have translated well in a virtual setting. In the future, we'll encourage technicians to explicitly confirm understanding before proceeding.

  
  Payment Method: We apologize if the technician pressured you about the payment method. We do not condone pressuring tactics. Our standard practice is to process payments securely through our online portal after the service is completed to your satisfaction.

  
  Moving Forward:
  We are committed to resolving any outstanding issues you may still have. **************, ***************************, will be reaching out to you within the next 24 hours to schedule a convenient time to revisit your concerns and ensure your computer is operating to your expectations.

  During this call, ***** will explain his troubleshooting steps in a clear and concise manner, answer any questions you may have, and work diligently to fix any remaining issues.
  We value your business and want to regain your trust. Please know that you are in safe hands with GeekTek Solutions. If you have any further questions or concerns before the technician reaches out, please do not hesitate to reply to this email.

  Here at GeekTek Solutions, we value diversity and inclusion within our team. All our technicians are highly qualified, and we encourage open communication during the service.
  We value your business and want to regain your trust.

  Please know that you are in safe hands with GeekTek Solutions. If you have any further questions or concerns before the technician reaches out, please do not hesitate to reply to this email.

  
  Sincerely,
  The GeekTek Solutions Team

• Initial Complaint

  Date:11/01/2023

  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.

  Business claimed it would clean our computer router of any Trojans or other problems, and then guarantee the router for life to have no further problems. We paid $1099.99 for this on June 2, 2023 on October 30, 2023 the company called and claimed they had noticed some irregularities, with our computer performance. upon taking control of our computer, they stated that we had a Trojan present on our computer called CSRSS this was the same Trojan.They said they were cleaning out back in June for cleaning a second time they requested another payment for a higher level security at the cost of 800+ dollars. I refused this deal and the next day called *****************, who supposedly was the technician who cleaned our router. I was told he was busy and would call back. He did call back and announced himself as ***. However, he was the same person, **** that I had spoken with the day before.

  Business Response

  Date: 11/30/2023

  Hello Ma'am. Firstly, I would like to apologise for the delay in responding to you and also for the inconvenience that has been caused to you. I'm the Senior Manager here at the organisation and will personally look into this matter. I would like to say that we always thrive to provide the best possible customer service to our respected clients. Be rest assured you will receive the same. I am currently working with ***************** to investigate on this particular issue and will very soon get back to you with a resolution. Here on if our assistance is not as per your expectations, be rest assured that we will partially refund for the service provided as over 30 days we do not do a full refund as per the company policy. We have a no refund policy after 30 days but we will still honor your request if we are not able to solve your problem. We will be in touch. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20811566
  
  I am rejecting this response because:
  That is their way of operating. They(he) always says the same thing. The phone is their (his) way of communicating so no written record. (I have a strong feeling this is a one man operation as he made the mistake of telling me he was **** and transferring my call to *** who then slipped  said he was *********

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