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:08/18/2024

  Type:Billing 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.

  - No substantive, physical repair or maintenance service, as billed for, has been delivered to myself since at least August of 2022.
  - Last month I'd demanded via e-mail to be reimbursed and that RescueCom discontinue billing for services not rendered since at-best, twenty-four months ago. Yet this company has, yet again charged my bank-account this month.
  
  - I've asked the company's C.E.O., personally via phone conversation to reimburse or discontinue these charges and was 'informed' that not even they (themself,) were capable of making that much fair business practice possible. Imagine that, a C.E.O. who's no such financial decision-making power or influence over one's own business.
  
  I believe that is all of such a grievance should be necessary to prove a complaint, from the outset. Further details are available, as soon's I may be. I don't believe anyone need expend their limited energy and priceless time on pouring over and reporting 'supporting' details which may or more-like-as-not, even be paid any attention to at all. {See what we mean?}
  
  The resolution of this complaint is very simple: refund of approximately, no more than a mere thousand dollars as any measure of bargaining in good faith, and cease charging for services which've been rendered practicably undeliverable for however, absurdly long over-due.

  Business Response

  Date: 09/06/2024

  It would be my pleasure to get this resolved for ******* ****. We do not have records of any complaints or request to cancel.  Can you please request copies of said complaints to be forwarded to RESCUECOM? As such, no refund would be appropriate.As I am unfamiliar with *******, I respectfully request the date and approximate time they called where I told them I, as CEO: “phone conversation to reimburse or discontinue these charges and was 'informed' that not even they (themself,) were capable of making that much fair business practice possible.”I did find an account for Ms. ****, she is on a highly discounted contract plan of only $39.99/month!  Our current rate is $199.99/month. If it settles the problem, I am happy to cancel their services as she is with RESCUECOM for over five years! They even signed a service call receipt acknowledging the annual contracts with auto renew every 12 months.Please let me know as I look forward to resolving this for Ms. ****.

• Initial Complaint

  Date:06/28/2023

  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 June 27th Rescuecom sent a technician to my office to replace a battery on my *******pro, the technician was there for 4 hours and could not replace the battery, when asked if he had *** experience he said yes. The technician continued to work on the *** damaging it further. Not only does the battery not work, but the keyboard does not work and the computer is sluggish. On June 28th the sent a another technician who upon opening up the computer said he could not do the work because of the damage caused by the previous technician. He told Rescuecom that parts need to be order to fix the computer, Rescuecom said I might have to pay for the parts and then went on to accuse me of damaging the computer. I have now missed two days of work because of their negligence and my computer is damaged. The tech said them and myself of the damage that the first tech did to my computer. Rescuecom has you pay them a fee to sign up for their service and then you are locked in for year paying a monthly fee. Technician told me the repairs could be very costly. They need to replace my work computer that they damaged I also want out of this monthly contract.

  Business Response

  Date: 06/29/2023

  Hello BBB, ***** ******* called RESCUECOM on June 15, 2023 and spoke with me personally.  He complained his *** would not start, he joined the RESCUECOM Unlimited Computer Support Subscription which is $79.00/month.  We sent two techs to ***** and he was unhappy with both of them because he did not want to pay the monthly fee. We got his computer working when he joined two weeks ago and he called last week to demand an onsite, which we obliged. The only words that came from him were I want out of this contract.  Which I told him we would do immediately.  His contract was cancelled immediately and he is still complaining; why? I have no idea. He posted pictures of his computer which did not reflect the condition of his ******* when we were done with it.  He proceeded to open the ******* on his own.  The pictures provided are not an accurate representation of RESCUECOM work. His computer works, we resolved his issue two weeks ago, he signed the service call receipt stating he was satisfied with the work we performed.  I am attaching the signed service call contract with this response. Please remove this false statement as you can see, he signed the service call receipt stating he was satisfied with the work we performed. 

  Customer Answer

  Date: 06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
  
  Everything this man has said is a lie. They never fixed the computer. If they have accurate records it will clearly show the first tech arrived at 4:00PM and left around 8:30PM. The owner apologized and said he was embarrassed that the tech they sent didn't have the ******* experience to do the job. I can pull phone records that showed *** an employee called me and the Tech was still working on the *******. They should have records that *** called the tech to discuss what was going on and why it was taking so long. The first tech name was ******, he didn't have the experience to do the job. The second tech came back on the second day and said he couldn't do any work on it because of the damage the first tech did. *** was on the phone with him and asked the tech does that mean he doesn't want to do the job, the tech said he couldn't do the job, the computer needs new parts. What this company is doing is wrong, they are being deceitful and have damaged my work computer. The second tech said replacing a battery should take thirty minutes. So, the facts show the first tech was onsite for 4 hours, the damage was done by him. I paid for a service I did not receive, why would I try to open up the computer and do the damage that is shown in the photos, this man is clearly lying. Maybe I didn't read the signed document, I was under the impression I had to pay for the second tech coming out, and I was still considering him doing the work. The second tech's name is ***** if he is honest, which I believe he is, ***** will acknowledge that the computer was not fixed and he had to send them the parts that needed to be replaced.  They never got the computer working, they were to replace the battery now I have to pay for or see if this damaged computer can be fixed. I have not been able to do my work for a week, this is not my property that they damaged, but a work computer. I can't stress enough how wrong and deceitful this company is, both techs were clearly on-site and opened up the computer, I don't even have the tools to open up the computer and remove the battery and if I was going to do that why would I use this company. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 07/05/2023

  Hello BBB, We value our relationship with both the BBB and our customers. I attempted to work with ***** *******, and he refused our service and did in fact work on a side arrangement with the second technician. Thank you,David