Complaints

This profile includes complaints for ViprTech's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ViprTech

  Pasadena, MD 21122-6370

• 

  ViprTech

  1025 W Nursery Rd Linthicum Heights, MD 21090

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:06/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a gaming ** for my son black Friday for a Christmas gift. The ** was not opened until Feb-march and it never worked. I had multiple calls and emails to customer service to the point when I gave up when I was told I would have to pay to send it in for ***aid. I paid an extra amount because I am not good with computers and wanted assistance with set up. After 4 days of my own assistance and customer service on phone, no luck. I gave up. Them in June I gave it another try. The *** told me to ***eat the same steps from earlier in the years, to no avail. Then I was told I could send it back and pay. The *** said that she see I spoke with someone before and the issue was resolved,which was not true. Then she remembered that I gave up and the issue was still pending . She then placed me on hold for half hour and said her boss would only charge me $20-30 for shipment as courtesy. They sent me a 2 page sheet of instructions which the post office said, he was a set up for failure and that he wanted to print a copy of directions im case they pulled a fast one. He specifically made sure it was the same size box as requested. Almost 2weeks later, I received an email that I needed to pay $21 because the box It can in was too big. I was furious because we made sure it was the same size box. Then I asked for a stays on the ** and they said they wont look at it until I pay for the box. I sent it from post office weeks prior to this email and the company is only in ********. I could of drove it to ******** myself for $40-50 and its still not guaranteed that the pc is fixed. Its been a month, how are they just getting the pC? I am ****** and this is not how you treat customers. Why all these instructions just to go to ********. Its not out of country. Its a **** hour plus away

  Business Response

  Date: 07/07/2025

  First off, I wanted to apologize that you have not been happy with your experience with us. We take all complaints very seriously and always investigate the situation to make sure we have all the details. 
  
  After looking into your situation, I believe there were a lot of important details you left out. The ** was originally delivered to you on November 27th 2024. The first time you reached out to us was on March 3rd 2025 (nearly 4 months later). We attempted troubleshooting and offered to send you a label to have the system come in for repair and you responded "I was able to get it running with one of your **** and do not need to send it." (referring to not needing the shipping label). We then did not hear from you after that until June 9th (3 months later). We then sent instructions outlining the exact process for a repair, including setting expectations on how often you'd hear from us and an overall timeline. In the instructions we explained that there would be an additional shipping charge if you used a box over 22x20x12 inches. When we received the **, it was packaged in a 24x24x16 inch box. We received the ** back on June 17th, we reached out to you about the oversize charge on June 23rd, 3 business days later. 
  
  I'm not exactly sure what else you're looking for us to have done for you. You reached out to us with an issue far after the return period had ended and long after we would've been able to file any sort of shipping claim for the original issue (the issue ended up being a damaged hard drive from original shipping). We offered to cover you under the warranty in both March and June and to cover half the shipping cost. The way your complaint is worded makes it sound like we have been extremely difficult to work with and have been making things over-complicated, but even the screenshots you uploaded clearly show that is not the case. Regardless, it looks like you have now received the repaired ** back and we have not heard from you so we are assuming this is resolved. Please reach out to us directly if you need further assistance.

   

  Thanks,

  Alyssa 

  ViprTech | Office Manager

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23508586
  
  I am rejecting this response because:
  

  To date, I have not received the ** (item) as stated in the companies response. The last communication I received was on 6/24/25 stating the computer was being repaired and it would take 3-5 weeks and I would receive any updates. I have attached the email correspondence and have heard nothing from the company about if repairs were completed. I find it concerning that the company is alleging that they providing me with a ** without providing a shipping number and or email. I have cameras on my property: Please provide proof that the item was delivered. I look forward to your response.

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

  Business Response

  Date: 07/08/2025

  Ms. *************************** you again for your follow-up. I want to sincerely apologize for the miscommunication in our previous response. The ** had not yet been delivered at the time that message was sent, and I completely understand how frustrating that must have been to read.
  
  To clarify: the repair on your ** has been completed. The system had been shipped out, but was unfortunately ultimately returned to us due to an issued with the address we have on file for you. The ** is currently being held at our facility and is ready to be re-shipped as soon as we confirm the correct shipping address. A member of our customer support team will be reaching out to confirm that information so that we can get your system back out to your right away. We will also ensure that you receive tracking details once the package is in transit again.
  
  We truly regret that your experience has not reflected the level of service that we aim to provide, and I appreciate your continued patience as we work to get this resolved. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23508586
  
  I am rejecting this response but
  Thank you for your prompt response. I just got home from work and wanted to address some concerns. Yes, I ordered the ** in November during the Black Friday sale. It was a Christmas gift for my son. In addition to buying the **, I paid additional money for your *********** to set up the ** because, I have no patience for IT, gaming systems, or electronic devices when setting them up. Im March was the 1st time trying to set up the ** and opening the box. After failed attempts to get it started I contacted your **** who had me follow directions sent with the ** and those directions were also emailed. After multiple tries, still no luck. I became frustrated because you recommended I send the ** back but I had to pay which was very upsetting, considering it was never used and I paid additional money for set up, as described in your promotion on black friday. I told the *** that I didnt have money to send the ** back. so i could not start the process. When another *** contacted me the following day, I informed them that another *** had helped me but it was nothing I could do at that time. Moving forward, I spoke to a *** in June who remembered exactly who I was because she spoke with me in March and remembered what I went through and started the return process. 
  Now today, you stated in your previous response that you mailed out the pc but it was returned? What address did you have on file because the computer was ordered online and delivered to my same address. Also, my ** was returned by *** with my name and contact information. including my address. can you show proof or any confirmation that it was sent out and returned? I was informed by email on 6/25 that it would take 3-5 weeks. If so that was less than 2 weeks. I didnt leave out any important details and I believe you have given misleading and incorrect information as If I want anything other than what I paid for or a full refund. *lease let me know how can we move forward. I was also informed that it is not guaranteed that the ** will work once looked at and sent back to me.  Can you confirm if the * C is fully ***aired and working. The ** came with a piece of paper wits a checklist of everything your site checked before mailing out to me. If that is your procedure, will you ***eat that process  again? there is reason to believe that it wont work when he comes back as I read many reviews of your product online saying the same thing. This is not a common thing with this small businesses. And again I pray you do a service and correct this situation. Im so thankful for emails because it shows my credibility, You response would of been very convincing if you had evidence to back it up. ?? 

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

  Business Response

  Date: 07/09/2025

  ********,

  
  Thank you again for your response. We have carefully reviewed the full communication history, warranty terms, and all records related to your order to ensure that our response is complete, transparent, and accurate.

  
  You placed your order with ViprTech in November 2024 during our Black Friday promotion. The system was shipped shortly after and successfully delivered to the address you provided. According to your recent message, you first opened the box and attempted to set up the system in March 2025, more than four months after delivery. You also stated that you paid extra for a setup service. To clarify, ViprTech does not offer or charge for any setup service beyond the standard pre-installation of Windows and drivers. All systems are tested and shipped ready for the customer to connect their own monitor, keyboard, and mouse. If there was any misunderstanding at the time of purchase, we sincerely apologize.

  
  On March 3, 2025, you contacted us reporting a startup error. Our team responded promptly and provided support instructions. After working with you for several days, you emailed on March 14, 2025, stating that you were able to get the system running and no longer needed to send it in. This confirmed the system was functioning at that time. However, on June 4, 2025, you submitted a new request stating that the system was not working and that you had never used it. While this contradicts your March message, we did not press the issue and instead treated it as a new request for support.

  
  Despite the fact that your system was well beyond the 30-day full warranty coverage window, we offered you a discounted inbound shipping rate, covered all replacement parts at no charge, waived labor and diagnostic costs, and prioritized your ** in our repair queue once it arrived. The ** was received by our facility on June 23, 2025, repaired, tested, and cleared through our internal quality control checklist. We shipped it back to the same address on June 30, 2025, using *** tracking number 1Z6F89Y00310647671.

  
  On July 2, 2025, *** returned the shipment to us marked Return to Sender due to an invalid or unrecognized street number. The *** scan history includes notes such as The street number is incorrect and We were unable to obtain a correct address for the receiver. We understand this may be surprising since the original shipment was delivered successfully, but its not uncommon for *** to reject or return a package if the address label appears incorrect or unverified in their system. We have provided a screenshot of the *** scan history. The ** is now back in our possession, still fully repaired and in good condition.

  
  Your ** is covered under our one-year limited warranty, which includes free parts, labor, and shipping only within the first 30 days after delivery. After 30 days, customers are responsible for shipping costs and the cost of replacement parts, while ViprTech covers labor and diagnostics. Your first service request was made more than four months after delivery, meaning your unit was outside that 30-day window. Despite this, we split the cost of inbound shipping, fully covered all replacement parts, and provided repair and testing free of charge. This was well beyond what our warranty requires.

  
  Additionally, your concern that the ** might not work when returned is something we take seriously. The system passed our full post-repair quality control checklist before being shipped back to you. Now that the system has returned to us due to the delivery issue, we will reverify its functionality and include a new checklist upon re-shipment.

  
  At this time, we are prepared to reship your fully repaired and tested **. We simply ask that you confirm or update your current shipping address so that we can ensure successful delivery. For privacy reasons, we will not confirm on a public forum the address we have on file for you. Once confirmed, we will immediately send tracking details and complete this process.
  We have made every effort to resolve this issue and have provided support well beyond our warranty obligations. We hope this clears up any confusion and brings this matter to a positive resolution. We appreciate your patience and look forward to completing this for you.
  
  

  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23508586
  
  I am rejecting this response because, its always a misunderstanding and different information provided by you. You said yesterday that a *** would be contacting me for my address and ***** has contacted me to date. If you have my address on file and this is normal for *** to return delivery. why is the product being held until I confirm my address? This is my point, you say one thing and then something else. I brought the ** as a gift. It wasnt opened until March. Is that a long time yes, but is it a problem with that? This is why I stopped calling and dealing with VIPTECh because everything is long a drawn out. We have been going back and forth for days and now we are waiting on me for my address? ok. This process is ridiculous. and a scheme and I would love a refund. My address is **********************************************

  I will be sure to document every step of the way moving forward because I know this will not be the end. I was told about the checklist when it leaves your facility, which is weird because who sends checklist with a product before it leaves the facility and is delivered to the merchant with that checklist? I wish I would of done my research before my purchase because your process is unheard of. I look forward to the computer being delivered to the address that you already had on file. Again

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

  Customer Answer

  Date: 07/15/2025

  The ** was delivered on Friday. I paid someone to help me set up the ** to be a witness. When I opened the Box. I noticed right  away : there was no Ram inside the **. When I sent it back the ** had the ram inside attached to the area. On addition. there was a raffling sound I heard coming from the box prior to opening. When The pc was lifted from the box and s**** fell. I knew something else would happen according to the reviewed. I have paid for shipping to and from their facility and still no working product. I am requesting a full refund for every ***** I kicked out. How is the place selling this product? its clear that it should be a class action of people they have scammed but their products should be banned!

  Customer Answer

  Date: 07/15/2025

  The ** was delivered on Friday. I paid someone to help me set up the ** to be a witness. When I opened the Box. I noticed right  away : there was no Ram inside the **. When I sent it back the ** had the ram inside attached to the area. On addition. there was a raffling sound I heard coming from the box prior to opening. When The pc was lifted from the box and s**** fell. I knew something else would happen according to the reviewed. I have paid for shipping to and from their facility and still no working product. I am requesting a full refund for every ***** I kicked out. How is the place selling this product? its clear that it should be a class action of people they have scammed but their products should be banned!

  Customer Answer

  Date: 07/16/2025

  The ** was sent back to me after paying for shipment to and from, without the ram stick 

  Business Response

  Date: 07/30/2025

  The customer, ******** *******, has been actively working with our customer service team to get her problem resolved. As stated in our previous response, we have done worked with ******** well beyond our obligation to do so given our clearly stated warranty policies. At this time, ******** has received the replacement PC and the *** is en route to her. Our customer service manager reached out to inform her that if we are going to continue to work with her she needs to correspond directly with us so that we can consider the BBB matter resolved. If you require any further information from us please let me know. 

• Initial Complaint

  Date:02/04/2025

  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 ordered a computer for 1,150$ from the company Viprtech through the Best Buy website on November 22, 2024. When it arrived, it was constantly crashing, shutting down and restarting, often accompanied by visual disturbances. I couldnt do anything on it because it would just instantly shut down. I contacted viprtech and they were quick to respond and have me send it back for repair. This took some time, and it didnt arrive back to me until January 23rd, 2025. Unfortunately, it was not fixed and I encountered the same issues with it once again. I reached out to viprtech and after a few emails and voice mails without response, they sent me one message that they would be happy to assist me, however when I followed up I did not hear anything back. Ive continued to reach out requesting a refund or a replacement and they are not being responsive at all.

  Business Response

  Date: 07/08/2025

  Hi there,
  
  First off, very sorry to hear you had issues with one of our products. We look into all complaints and take them seriously. 

   

  After reading through your ticket, it looks like we were unable to replicate the issue when it came in for repair and it passed all testing. After the ** was received back, you mentioned it was having the same issue. Due to how long ago the order had been placed, we were unable to offer a refund so we offered a free replacement to which you told us you were filing a chargeback and we didn't hear back after. We are still more than happy to issue you a replacement free of charge. We apologize for the trouble and hope we are able to resolve this.
  
  Thanks,
  Alyssa
  ViprTech | Office Manager

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pic from them and it came and it wont let me download nothing on it and I tried contacting the business to do a return but they are giving me a hard time

  Business Response

  Date: 07/07/2025

  Hi there,

   

  I apologize that you weren't happy with your experience with us. We investigate all complaints and take them seriously.

  Based on your ticket, it looks like you had stated the ** was defective and would not let you download anything, but then had stated that you had downloaded Fortnite and it wasn't running well. You had purchased a model we were discontinuing that was on a closeout sale, meaning it had a no returns policy unless the item was defective. We attempted to troubleshoot with you to verify there was an actual issue but you continued to threaten to open a BBB complaint and to contact a lawyer, thus we were unable to see if there was any actual issue with the system. If you need further help, you're welcome to reach out to us directly.

  Thanks,

  Alyssa

  ViprTech | Office Manager

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 20th, I picked up an order for a Computer from Viprtech. This computer was a gift for my sister whos birthday is on ************. When I gave my sister the unopened brand new computer and she attempted to turn it on, It was broken. I contacted Viprtech with my issue and they could not resolve the problem remotely. They then advised me to bring the computer in to their store, where they would assess the issue for a fee, and i would have to pay for any repairs for the brand new computer. I paid $874.49 and they asked me to pay more for them to fix their mistake. I asked for a refund and they denied me, I disputed it with my bank and my bank sided with Viprtech which im not sure why.

  Business Response

  Date: 07/07/2025

  Hi there,

  First off, I want to apologize that you weren't happy with your experience with us. We do take all customer complaints seriously and spend the time to investigate them.

  I did look into this situation and I see where you reached out on December 5th, but in the phone call you stated that the ** is typically left on sleep but was running slow that day. There was nothing mentioned about it being a gift or about it just being unboxed. I also don't see anything where we stated we would charge you to bring the ** in, our warranty would typically cover issues like this for free for 1 year, especially if you're physically bringing the ** to us. Based on the ticket, it looks like we helped troubleshoot and get the ** running and haven't heard back since. If you're still having some sort of issue, we'd be more than happy to help if you reach out to us directly.

  Thanks,

  Alyssa

  ViprTech | Office Manager

• Initial Complaint

  Date:10/31/2024

  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 purchased a computer off of ****** from this company. Right away the computer was not completed and sent on time according to the required dates given by ******. Next it was discovered upon receiving the computer that the wifi and bluetooth did not work correctly. Attempted to handle that with the company and they just sent me an external adaptor but the packaging for the adaptor did not match their description of what i was to receive. There was a chain of very frustrating communication following this for most of october. Then the other day the computer flat out died and stopped operating. I contacted them again with no solution. I then complained to ****** and ****** filed an atoz claim but the agent at ****** falsified the report to get it to go through their computer system which i did not know. Then Viprtech contacted me via email threatening me to void my warranty and report my amazon account... at this i withdrew this claim on ****** and had a talk with ****** about it. On the e=vening of 10/29 **** from Viprtech called me finally on the phone and said he would have a tech call me on 10/30 to help get the computer running again or to set up a repair. However on 10/30 i received an email from someone completely different saying that they are ending our business relationship and i wshould get the computer fixed locally. Basically they have been unhelpful and now are breaking the sales agreement which includes a 12 month warranty because they are just "frustrated" that a customer would come after them when the computer is flat out dead. So they have not provided service, they are rude, they lied to me directly, and I am left currently with the shell of a computer that cost me 1500+. This company is an absolute scam....I want this dealt with. I do have all the emails between me and them as well as proof of last nights phone call and the messages that went through ******.

  Business Response

  Date: 10/31/2024

  Good morning, 

  As your item had a delay originally, we had upgraded you to next-day air shipping as a resolution to the issue. You had then reached out to our customer support regarding an issue with your wifi and bluetooth having some issues to then we sent you free upgraded adapters which were tested here extensively by our management team and shipped out to you. During this time, we had receiving numerous missed calls within minutes while our team was assisting other customers. We had attempted to communicate that due to our current rush that we may not be available due to assisting other customers. Due to receiving continued excessive calls from multiple numbers, we had denied phone support to you and had instructed you to reach out to our support email for assistance with the issue. You had then reached out to other members in our company regarding this issue and had not been reaching out through our support thread. We had then received a false and fraudulent A-Z claim for the claim of "Item not received". While we do understand this may have not been communicated properly, we had informed you that there was a fraudulent claim being made and that this would void the terms and conditions of the provided warranty.

  After further discussion between you and our team, we had come to the determination that we were no longer comfortable with continuing to support you further and would not be able to satisfy you to the degree of the expectations portrayed. In order to end the situation, we had offered you a return of your item despite being beyond the return period in order for you to find a more suitable company to conduct business with further. We had also recommended that if you did not want this, we recommend seeking assistance from a separate facility for your satisfaction.

   

  As our staff and their comfort is our absolute priority, we are no longer comfortable serving/supporting you further. We urge you to return the computer to our facility for a refund to find a product and company who will meet your expectations. 

   

  Thank you.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22494205
  
  I am rejecting this response because:
  This response is absolute trash. First, I spoke to them about the Bluetooth and wireless issue. All they did was send me a USB dongle which does not match the packaging that it came in and that made me uncomfortable. They have avoided my phone calls which led to them receiving, more phone calls than comfortable with I suppose. First they accuse me of calling 50 times then they accused me of calling 100 times and I have done neither. And for every time I called I would point out that they did not choose to pick up the phone. As far as the Amazon A-to-Z claim with fraudulent information that fraudulent information was  Created by an Amazon agent by the name of ****** and that is currently being handled by ****** because they know for a fact that I never communicated that I did not receive the computer. In fact Ive been very clear that I did receive the computer. No matter what your feelings on the situation or how much you like or dislike me I paid for a computer and a warranty. This company has chosen to void the warranty  Just because they dont seem to like me and thats not a reason. I was never threatening, and I was never vulgar with them so to avoid the warranty breaks the sale basically through ****** therefore, Im complaining to the Better Business Bureau and expect some kind of a response. I have already informed ****** and the seller of the computer that there is quite a bit of private information, not only of my own, but also my customers since I do run a business, including addresses names and credit card numbers I cannot send this computer anywhere without knowing the hard drive has been wiped clean.  I am happy to figure out how to fix the computer and get it up and running again as I am hopeful that it wouldnt break in two months. This company has been a nightmare and other reviews online seem to reveal that this has happened before. You can write the most professional sounding response you would like, but that doesnt get you out of the fact that I am a customer. I bought a product and youre not fulfilling the entire product. 
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/31/2024

  As I explained to both ****** and the seller I run a business and there is way too much sensitive information on the computer for me to release it to anyone at least without being deleted. Also I should not be made to bend to the seller. The product includes a warranty they have chosen to not honor and are therefore breaking the sales agreement . Also I have communication with them that shows they have been dishonest with me. 

  Business Response

  Date: 10/31/2024

  You may delete any data/factory reset the computer, however our process when returning used items consists of destroying any and all data associated prior to recycling or disposing.

  However we stand by our prior response and request you return the item for refund as we do not believe our product or team will meet your expectations.

  The solution offered is a return and refund of the item. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22494205
  
  I am rejecting this response because:
  You can offer what you would like. I do not accept. Certainly not at this time. As I mentioned, I bought a machine and a warranty. You are now choosing because of your clear dislike for me. I guess to not honor that warranty your breaking a sales agreement. if youd like to refund the portion of the payment that wouldve covered the warranty I will look into having it fixed at a shop here. I dont think the machine is the problem necessarily things go wrong with electronics, but when companies are made up of very poor customer service  Who now want to play professional thats generally a problem. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/04/2024

  We stand by our prior responses. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22494205
  
  I am rejecting this response because:
  I have sent over multiple communications to the Better Business Bureau agent that Ive been in contact with. In the long run, the computer was sold with a warranty as part of the package and that warranty is being ignored and not honored by the company and that is a very basic breaking of the sales agreement. I stand by my complaint and would like this resolved in what I would call an appropriate manner. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/07/2024

  Again, we stand by our prior responses. You may return the computer to our location to receive a refund for the item as resolution.

  As resolution has been offered multiple times, this will be our final response.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22494205
  
  I am rejecting this response because:
  This company has still not offered an actual resolution to the problem of having a computer that I need to have repaired. All they want me to do is return the machine, which is unnecessary at this time and also there is very private information that could cause a HEPA violation if I turned it over to somebody. The plan is to have it repaired, but because the company has refused to honor the warranty, they have broken the sales agreement because the warranty they offer is part of the sales therefore, they are breaking the agreement and I am able to request refunded money. Were going to have to find a way to figure this out , and thats just where we stand. I hope this does not escalate further and we can find a resolution, but I am prepared to move forward even further if necessary. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/29/2024

  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.

  bought a computer from viper tech and once received unboxed and set up could not get the internet to work. i set an email asking for a return label. they asked me to send pictures of the issues i was having. i sent pictures and a video of it not connecting to the internet. got a label and sent it off. my issue now is that they are saying that it works fine for them and are demanding i pay them 85 dollors to send it back to me. I jumped through their hops and gave them what they asked for in proof that it didnt work on my end. i would just like a refund and to be done with them. also they said if i left a 5* review on ******* for them they would wave the 85 dollar fee which seem like a very s***** thing to do it would be a lie of a review. Picture attached shows no internet if you need more of the pictures and videos please email me and i will get them to you.

  Business Response

  Date: 10/31/2024

  Good morning, 

  After reviewing the customer ticket you have open as well as our testing records, you had reached out to our customer service relaying an issue connecting to your internet. You were then setup for a return, to which you had shipped the computer into our facility. Once your computer arrived, it was tested by our customer service team to log and diagnose to ensure a defect. The computer was tested with the original included accessories as well as an ethernet cable, and no issues were found. The testing process is simply plugging in the included adapters and attempting to connect to our local network. The computer was able to connect to internet without any input. Our customer service had then reached out regarding this information that no issues were found, and that as the computer was open/used/non-defective we would not be able to accept the computer for defective return. Through the platform you had ordered from, computers logged as non-defective return are subject to both restocking and total shipping fees. As we try to avoid these additional costs to our customers, we offer to ship the item back in its original condition. 

  As you have an open customer support ticket, please reach out to our team regarding the process. 

   

  Thank you. 

• Initial Complaint

  Date:05/07/2024

  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 have contacted this company in regards to the system that I got in December from my parents. First was the system came with a broken glass yes they did send me a new one now I am have issue with the fans bot working and not getting a picture at all. They say they will not fix because I baught a part to fix the problem which did not work. This system is not even 4 months old and should not have had this issue at all.Also you can see in the video nothing was tampered with and all original parts were in it. This is Absolutely bs the it has nothing to do with the connectors in the back there all connected so the fans should be working without any issue and it shouldnt have fried the power supply or graphics card at all. No pc should ever do that unless you overload the circuit and that pc has 2 voltage settings 115v and 230v and standard in us is 115v so therefore its shouldnt have done any of that. It tech Ayden said he hasnt had any pc do that to him ever it just ***** because it was running perfectly fine before.I would like a new system, or a replaced system or the money back

  Business Response

  Date: 05/07/2024

  Hi there, 

  We had previously resolved your prior issue with the side glass panel being broken as you had requested us send you a new panel as there were no other issues, this was a new situation. Upon receiving pictures from you to assist with troubleshooting, it was obvious the computer had been re-built with some new components including an aftermarket power supply unit in which we did not perform. As a result of this, we were unable to provide coverage as the computer had been tampered with, and were unable to determine if the issue was prior to the modification of the computer. The issue you had reached out for assistance with is typically that of an improperly installed power supply unit or loose connector. We had continued to offer you support, offering you a non-warrantied diagnosis and repair in which was rejected and then threatened to leave us many bad reviews. 

  I'd like to publicly note that outside of warranty rejection as a result of modification, both my team and I continued to offer you support and even an out of policy repair. These efforts were continually rejected and you continued to threaten bad reviews as we were unable to offer you coverage. For customers who may read this response, please reach out to our team prior to attempting any repairs of a unit in which you are experiencing an issue. We provide a one-year warranty on our computers within their original condition ( Warranty information at ************************************************* ) and are more than happy to assist and offer our warranty services. 

   

  Thank you for your feedback.

  Customer Answer

  Date: 05/08/2024

  The computer was not tampered with at all. Ad you can see in the video, like I have said before. Your warranty did not state anywhere where I could not replace an item that was broken. Your company is junk. I would like my money back. This is ridiculous. Not once have I ever tampered with the system until I change the supply to see if that was the problem after I took the video. I have seen multiple reviews about how you treat your customers and it is not well. It's not a threat to say about leaving a bad review. Your company deserves it. 

  Business Response

  Date: 05/09/2024

  Hi there,
  per your response, you had just confirmed that you had installed an aftermarket power supply in the computer, which is tampering with the item and the reason we were unable to provide warranty coverage. Again, the issue you had reached out to my team regarding is typically that of an improperly installed power supply unit. We had continued to offer you support and other options to assist in resolving the issue. I will attach below the image sent to my team showing the aftermarket power supply installed, which was not that in which we carry or performed any work or installation on. We will support our prior response. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21669162
  
  I am rejecting this response because: as I said we contacted you and sent the video that the system was messed up before changing the supply. Of course it takes you days to get back to anyone. The problem accoured before as I said ************************************************************************************************ 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/22/2024

  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.

  ViprTech computer purchased October 2023, stopped working December 2023. ViprTech indicated I needed to return the computer to them and they would send a new replacement. Computer was packed and shipped via *** with original shipping label sent by ViprTech. Computer was brought to *** and sent via tracking to ViprTech's address label 1/8/******* of 1/11/2024, tracking number showed no information other than the originating location and the next location. That was another local *** site. Upon following up with ***, it was determined, through two months of ongoing communication, that the package was officially lost, location unable to be determined. Once official documentation from *** was obtained, and as arranged between myself, *** and ViprTech, *** forwarded all the information to ViprTech March 2023. ViprTech indicated they would refund the cost of the original computer (roughly $1,300). I have been emailing ViprTech directly with my contact information unable to call them as no one ever answers, however, I ALWAYS leave my call back number and email. I keep receiving automated emails ONLY that say 'someone will get back to you within 48 hours', which, of course, does not happen. The couple of interactions I have had, using ViprTech's online account system, have been we are waiting for word from our division supervisor on next steps. I continue to send emails directly (to support and contact information on their website) and within their online account system. Nothing more heard.This saga began 1/8/24 and continues still to this date (4/19/2024). The amount of time this has taken is unacceptable as is the lack of communication from ViprTech. *** said they cannot do anything else, as it is up to ViprTech. We only want the refunded value of the original computer. Would very much appreciate your help in rectifying this ongoing situation. Thank you.

  Business Response

  Date: 05/03/2024

  Hi there,

  As you had reached out to *** and initiated a shipping claim prior to us being able to do so, we are "hands off" as *** does not reach out to us regarding a claim filed from an external party. As a result, we are not provided any claim details by *** to attempt to assist, as this is their process and policy. We have since reached out to our *** regional ***resentative for our business an extreme amount to attempt to assist in this process and try to get this resolved, however there is limited answers we are able to obtain in order to do so. We have since reached out to our *** *** on numerous occasions regarding this situation to attempt to receive these answers, and unfortunately most of which have not been provided. As this was an external claim, outside of our usual in-house claim process, we were not able to process a refund as a result of our inability to file an additional claim as you may only file one claim per tracking number. 

  I'd like to publicly note that I have had my customer service team reach out to you prior to this response in an attempt to clearly explain this situation and process for full transparency and are working incredibly diligently to attempt to resolve this as timely as we are able. I appreciate your understanding and patience as this issue is beyond our control and we may only do so much as this is within the hands of a separate entity. 

  I'd like to thank you for your feedback as this can only help us communicate customer concerns with other vendors such as *** to improve their processes in which affect both of us. 

  Thank you, 

  ****** K.- General Manager 

  Customer Answer

  Date: 05/08/2024

  Hello and thank you for your prompt reply.  I have received updates from ViprTech regarding the updated status of our original complaint.  I am cautiously optimistic that a resolution is pending, however, as of yet, I have heard from ViprTech via email and phone but have yet to see the actual refund. 

  Business Response

  Date: 05/15/2024

  The customer has not received a refund as this complaint is regarding a shipping claim the customer had filed. As the customer filed the claim, which we would do in this situation in order to provide a refund, the situation is entirely out of our hands and control. While we have an escalated cause with our account *** at ***, we have sent countless phone calls and emails explaining to the customer that while we can and will help with how we are able, this situation is currently in the hands of *** regarding the customer claim. Should the claim be paid out, we would process the refund through the platform of which the customer ordered through. 

  Customer Answer

  Date: 05/16/2024

  I  have received a response from ViprTech since contacting the BBB and the situation is still not resolved. 

  I am attaching the most recent correspondence.

  I ask that you/BBB continue to look into this situation until it is finally resolved, which is a refund of the original purchase price of the computer to me from ViprTech of $1,200.

  In addition, you will find 2 documents that say the claim has been "closed", however, they not only should not have been closed, but both of the documents indicate that there were other items on the claim including the missing computer.  The 2 items are NOT part of the claim I am awaiting resolution.  More mixups galore.
  

  Thank you,

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

  Business Response

  Date: 05/16/2024

  As this is a *** issue and the claim was not filed by us, we cannot answer those questions or provide that clarity. We have been very transparent in which states our limitations for external claims filed. We have gone incredibly above and beyond, as well as our *** business *** has, and have done and will continue to do what we are able. Should we have been given the opportunity of filing the claim, this situation would have been within our control and have been resolved quite some time ago.

  Further, this will be our last response as this situation has not been within our control from the start. 

• Initial Complaint

  Date:04/08/2024

  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.

  Don't bother buying this garbage. They use very misleading listings, deceptive business practices and sell heavy paperweights. Purchased one of their "gaming computers" only for it to fail within its first hour. **************** is a joke, product quality is non-existent, their owner doesn't respond to any form of communication. Do yourself a favor, and steer clear of ViprTech, and buy products from somewhere else.I wish I would have paid attention to the crappy reviews that are on every platform that this "company" sells on. (******, ******, tiger direct, *******, etc...) Run by a bunch of thieves. DO NOT BUY FROM ViprTech.

  Customer Answer

  Date: 04/08/2024

  Don't bother buying this garbage. They use very misleading listings, deceptive business practices and sell heavy paperweights. Purchased one of their "gaming computers" only for it to fail within its first hour. **************** is a joke, product quality is non-existent, their owner doesn't respond to any form of communication. Do yourself a favor, and steer clear of ViprTech, and buy products from somewhere else. I wish I would have paid attention to the crappy reviews that are on every platform that this "company" sells on. (******, ******, tiger direct, *******, etc...) Run by a bunch of thieves. DO NOT BUY FROM ViprTech.

  Business Response

  Date: 04/09/2024

  Hi there,

  Based on the order number I was able to pull a ticket up. It looks like you had reached out to us on March 23, 2024 regarding an issue with your computer which was ordered on July 18, 2023. My customer service team had responded to your inquiring the next morning and then attempted to go back and forth through the thread attempting to troubleshoot, in which they responded very timely. Upon troubleshooting they determined they were unable to resolve your issue without being hands on, and offered you to send the item under warranty for repair, in which we provide a full one-year labor coverage. You replied that you did not wish to pay for any parts or shipping, and requested a replacement of the item as the item was only taken out of the box recently. You had also stated "After this is remedied I plan to write up a lengthy review to emphasize how awesome ViprTech is and their customer service" and then further threatened to take further action and leave us negative reviews if we did not provide you a replacement. Myself and my team had informed you that we were unable to provide you a replacement for your item due to the age of the order but were more than happy to help in resolving your issue by bringing the computer in for diagnosis. You then responded with "You provided me with some more shady options. I have taken action to show the deceptive practices of ViprTech and the bait and switch tactics of the listings that are currently available. I would love to resolve this and leave good reviews on all of the available sites, (which from the looks of it would be good for ViprTech) but you want more money for a c*** product. I'm simply asking for a new graphics card to replace the junk one that came with the computer. I have contacted your CEO ****** ****** in hopes of correcting this issue. If I do not receive a correspondence from him I will be forced to take legal action. It would be much simpler and cheaper for both parties to just correct the issue with mailing out a ""Part""." At the point of this reply, we had provided you the option multiple times for repair, to which at this response we had closed your support ticket. 

  Details to our warranty may be found at anytime on our website at *************************************************. For our ****** customers, customers may clock on our highlighted seller name "ViprTech" on all of our product listings in order to send us a direct message for any questions someone may have prior to or after ordering one of our products to which I or my team are more than happy to provide any answers or full transparency necessary. 

   

   

  Thank you for your feedback. 

  ****** K

  General Manager 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21538578
  
  I am rejecting this response because:
  You clearly do not stand behind your products, as there are more bad reviews than good. The computers assembled by ViprTech are made with poor quality parts, which intern make your "gaming computers" poor quality. You give absolutely no empathy to your customers, or should I say suckers. Not sure why you censored your CEO **** *******. He is the face of the company, as are you ******* there is no reason to hide. Take accountability for the garbage products you sell and the bogus "warranty" that you have. I have read the terms and comprehend them, that does not take away from the fact that it is a c*** product. Thank you for posting our conversations from ****** for some context. Still have yet to hear from ****. Keep up the bad work. :-)
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/09/2024

  Hi there, 

  We believe the customer complaint and the information provided shows the customer is attempting extortion of us. How should we proceed in resolving this matter? 

   

  Business Response

  Date: 04/10/2024

  We stand behind our original response and this will be our final response. 

   

  Thank you for your feedback. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21538578
  
  Rejecting your response yet again, still have not heard from CEO ****. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a PC for my son from this company Viprtech Not long after having it picture and letters on screen looked zoom in , called the seller many times left messages no answer and sent emails finally they responded my email after a few days the seller reach out telling me that I have to pay for shipping , and for parts , which i think that if it's under the year warranty it should be covered 100%. I dont understand what the warranty covers it doesnt cover any parts if you have to pay for them yourself. they said warranty covers labor Only .If somethings is under the warranty, and it breaks, it should be fixed or replaced. Personally, I wish I never bought this PC . Its been a nightmare. PLEASE STAY AWAY FROM THIS COMPANY.

  Business Response

  Date: 08/28/2023

  Hi there, 

  We did explain our warranty as well as have the warranty information listed. We provide a full 30-day full coverage paired with a standard one-year limited warranty, of which labor is covered. 

  Please feel free to continue to reach out through your open ticket so we may attempt to resolve the issue. 

   

  Thank you.