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:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, 4/28/2025, I attempted to add a new HP Printer to my computer that I had just purchased. I had difficulty setting up the printer and decided to contact ** for assistance. I thought that I was calling ** Support. A man answered and said Tech Support. I asked if he was ******* Support and stated yes. The man identified himself as ****** *****. I explained I was unable to set up my printer. After looking at the computer ****** stated that my computer was the problem, and it needed to be cleaned out. ****** suggested that I take the computer somewhere to be cleaned but they may charge you $200.00. ****** and I hung up the phone, and within minutes another man by the name of ***** called, and stated he was ******** tech support and would get my printer working. ***** looked at the computer for some time and stated what he was able to clean up my computer and add several different security protections. On Tuesday, 4/29/25, ****** called regarding the services he could provide. ****** then stated ***** would be coming on to assist. During both of the conversations with ****** no discussion of the cost of the services. ****** then informed me he could offer several options of payment. 1 year payment for $499.00, 5 years for ****** and Lifetime for ******. I told ****** that I didn't have that and was not prepared to pay that kind of money. ***** then came back on the phone and stated he would set up my printer. ***** asked how I was going to pay with check or card. ***** gave me two different names of his company. Wish Geeks, and then he changed it to make check payable to Azure Protections LLC, he said that one was the parent company. ****** then stated he could change the price and give me a bonus for Lifetime for ******. ***** offered to take the taxes off. I didn't pay due to feeling/being scammed, and I was then transferred to **** in Billing. Both companies are listed is in the name of ******* M. ********, in **************, and *****, **.

  Customer Answer

  Date: 05/02/2025

  I am providing the Authorization and Signature Forms that the Azure Protection representative requested that I sign, after he had started working in my computer. No initial discussion of payments or meeting of the minds took place. The representative did not ask me if he wanted me to fix the problem, and I did not make any request of him (*****).  I asked the representative for paperwork, and he stated that he could not provide any paperwork until he had completed what he was doing.  *****, the tech later asked how I was going to pay with card or check. Then printed out this Authorization and Agreement Form for $799.99.  I informed ***** that I discussed with ****** that I did not have that kind of money, and if the money would have been discussed upfront, we would not be having this discussion.  I have been in contact with ******, one of the representatives and we are trying to work things out for a payment that we both can agree on.  I will provide more paperwork as we come to some agreement. 

  Thank you, ********** *. Smith 

  Customer Answer

  Date: 05/07/2025

  Dear Better Business Bureau, I am writing due to a response that I received from the Azure Protections LLC Company.  Azure Protections and I have come to an amicable agreement regarding their services and payment.  I explained to the Azure Protections that I contacted the BBB in fear of being scammed.  I have since learned that the Azure Protections LLC company is a legitimate.  The Azure Protections representatives have contacted me several times to make sure that they fully understood the situation.  After their evaluation they determined that the initial communication between me and their representative was misconstrued causing confusion and a misunderstanding.  The Azure Protections company has agreed to a $300.00 payment and has waived the additional $199.99 payment.  The Azure Protections Company is offering me a **************** plan for the $300.00.  I have accepted Azure Protections offer.  I feel like Azure Protections, and I have come to a successful resolution of this case.  I am providing you with a copy of the resolution letter from Azure Protections LLC and requesting that this case be closed.  

  Thank you,

  ********** *. Smith 

  Business Response

  Date: 05/07/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised *****, ********** D regarding her experience with our services.
  
  After receiving an email from you, we communicated with our member, ***** ********** D, who informed us of the confusion created previously and that she had forgotten to withdraw her query with BBB. We certainly understand our members perspective on being skeptic on the first approach and appreciate her contacting BBB for better understanding. However, we are glad to inform you that this has been positively resolved with our member.
  
  We sincerely apologize for any inconvenience or confusion caused during the initial interactions. We value transparency and strive to provide clear information about our services and pricing. We have reviewed our communication processes to ensure better clarity in future interactions.
  
  Commitment to Improvement:
  
  To prevent similar situations, we are implementing the following measures:
  Enhanced Communication Training: Providing our team with additional training on clear and transparent communication.
  
  *************** Documentation: Ensuring all service offerings and pricing are clearly documented and easily accessible to customers.
  
  Customer Feedback Mechanism: Establishing a more robust system for gathering and addressing customer feedback promptly.
  
  We are grateful for *****, ********** D's continued trust and are committed to delivering high-quality services. We hope this response provides clarity and demonstrates our dedication to customer satisfaction.
  
  Sincerely,
  **** *****
  Customer Relationship Manager
  **********************
  **************
  ****************************