ComplaintsforRescuecom

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered an ** **** ** laptop from Rescuecom. I worked with Alex who is in customer service at Rescuecom. I researched the ** laptop prior to buying it to ensure the price that they were quoting me was reasonable and it would meet my needs. Alex and I spoke again after I had researched the ** laptop and was satisfied with moving forward. During this conversation, we discussed getting more RAM. Alex said he had one with more RAM and we could go with that. When the laptop arrived, it was not an ** **** **, but instead a **** ********. Alex never mentioned that I was now purchasing a **** laptop instead and a model not comparable to what the ** laptop was. The laptop does not appear new as well. It arrived in bubble wrap and not in the original packaging. I was shocked. I started researching this **** ******** laptop and you can buy it on **** for $259.99, $359.99, etc. I paid Rescuecom a total of $1266.00 with the laptop being quoted at a cost of $1000 with a transfer fee of $266.00 - meaning they would provide service to transfer the data off of my current desktop to the laptop. I called Rescuecom to return this laptop and requested a refund. I spoke to Alex on my initial phone call. Alex insisted that he told me that the laptop was a **** ********. Alex is a liar. I have the conversation with Alex recorded where he never mentioned that I was now buying a **** laptop instead of an ** laptop. I spoke to David A. Milman, the owner of Rescuecom as well as the CEO. David was outrageously rude and was not taking any steps in order to resolve my complaint. David insisted that I listen to my conversation with Alex that they had recorded to really prove that Alex didn't communicate to me that I was now buying a **** ********, instead of the ** **** **. I sat on the phone for quite some time listening to the recording that proved my complaint was valid and accurate. Alex never mentioned anything about me now purchasing a **** laptop. This business is very corrupt.

  Business response

  11/26/2022

  It is unfortunate this occurred.  *** requested a laptop from RESCUECOM, Alex offered her an ** laptop with 8GB RAM and an SSD.  She insisted she wanted more RAM, Alex found a **** that had double RAM and storage *** requested and she was thrilled, in fact, her exact words were "Yay!".Then *** somehow found my personal cell phone and called me, I had no idea whom it was and she started the conversation by yelling at me.  I attempted to get a word in edgewise to discuss what her difficulties were and how I might be able to help her. She was on a heavily discounted plan with RESCUECOM which is 80% off our regular rate. She started out by telling me her debit card company refused to issue a refund because she did not have a valid claim. *** continued for the better part of an hour berating my company, Alex and I.  At no point during the conversation did she request an HP.  She did request 16GB ram and a larger Hard Drive, which we provided her a beautiful machine.*** is an extremely unhappy woman that takes out her life situations on the rest of the world.  She went on to slander RESCUECOM on **** and is now attempting to do it here.  The problem with her **** complaint is that 23 of her 30 reviews are one-star (two start for a luck few) complaints about "unethical as they come,"dishonest, lazy,"The ABSOLUTE WORST," "the worst experience of my life," "The worst - bar none!,"."To sum it up - the WORST experience of my life," "The worst," "I can't believe that I am the only one that they steal from," "very unprofessional and just plain rude," "very unprofessional and just plain rude..," "very unprofessional and just plain rude." "This place is ridiculous since the remodel.," "I do not recommend this business..." "If they damage your car, they will not take responsibility for it!," "I am not impressed,"I am not impressed," "Maybe she should have paid me.," be careful when you sign the lease at this complex.," You may find these reviews attached to this response as PDFs or at the following URL: ********************************************************************************************There is no person other than perhaps Jesus himself that could satisfy this woman.  Instead of yelling at me, if she gave me two minutes to explain how we would help her, I am sure she would have been happy with my response, however, before even speaking with anyone at the company to share her dissatisfaction, she first went to her debit card company to attempt a chargeback while keeping the computer, unjustly enriching herself (which I am certain is how she makes a good part of her income.)She has the computer, is using the computer, it is wonderfully spec'd, and we always test computers prior to shipping them to customers. This is an unfortunate situation where I wish *** never found us.As a final contractual point, *** joined the RESCUECOM Unlimited Computer Support Subscription, I have enclosed her contract notification regarding refunds: RESCUECOM Products, Parts, Systems and Non-Service-Related Charge No Refund/No Return Policy:   • Once You place an order for any non-service-related item (products, parts, systems or computers) the order may not be cancelled or returned.   • No refunds will be issued for any products, parts or systems.   • No returns will be accepted for any products, parts or systems.She received four email contracts as she received four individual service calls whereby, we provide over a dozen hours of service plus security protection and monitoring.  

  Customer response

  12/16/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This CEO of Rescuecom is one of the biggest liars and scammers I have ever encountered.  He appears to be desperate, because his business is faltering.  I don't have to defend myself, but since this man is obsessed with my reviews on Yelp, I will state one more time - I have valid reviews on **** over many years of doing business with various companies and that is an avenue used to warn/alert others who could be potential customers of businesses that are corrupt like Rescuecom.  There are many extremely bad reviews of Rescuecom splattered all over the web.  There is one customer complaint in particular on the BBB that had a similar experience as mine and was ripped off over $1,000.00 by this CEO.  The complaint is as follows:"I had been using Rescuecom to solve my computer problems for years and they have always been very helpful. When my laptop gave up the ghost in early December, they offered to send me a new one for $1368. This seem liked a lot but I trusted them. First they sent me a tiny laptop that couldn't have cost more than $300 Over the course of the next few weeks, I received two more computers--one that couldn't hold a charge and one that was literally cracked. I finally told David M*****, the director of Rescuecom that if I didn't have a working computer by the end of the next business day, I would file a complaint with ****, From this point on, became verbally abusive and threatening. Among other things he insists that I didn't return she second damaged computer and that I need to prove it. I used the label he gave me and UPS picked up the package at a pick up point. Beyond that I have no proof. He also insists that the broken computer was damaged in transit. I can't prove it, but clearly the device was broken when they sent. it A Rescuecom tech spent an entire day to get the computer up and running to no avail. I want my money back and I want out of the yearly contract. I wouldn't be in the contract if not for the fact that David literally bullied me into it. He tells me he is jumping through hoops for me when in fact he is being threatening and abusive. David's behavior is so over the top that I don't feel safe."Again, this CEO appears to be very desperate.  The reviews detail this company and CEO ripping off customers one by one and that is how this CEO seems to be making a living now.  And to be clear, there will be no class-action lawsuit against me, because all this CEO is trying to do is intimidate and bully me like he has done to other unsuspecting customers/victims as mentioned in the complaint above.  To detail my business with Rescuecom, I used this company's service basically once approximately two years ago. The technicians at that time weren't the best and one was a family member.  They both have quit since then.  I remember one interaction after that for a brief service call for an antivirus issue that I seemed to be having, but it was actually nothing to be concerned about.  There may have been at most two other calls, but nothing that probably took more than 5-10 minutes to remedy or just answer a question.  That was the extent of my doing business with this company.    I am fairly computer savvy, and I really didn't have much need for their service at all.  I thought Rescuecom's monthly subscription charge of $39.99 was high for what service I used/needed from them, but I was willing to keep them in business by continually paying the monthly fee and then to purchase a laptop from them.  I like to support and help smaller businesses.  At that time, I thought Rescuecom was reputable.  But, things seem to have changed with this CEO and this company in the last two years - perhaps from Covid and how there is now much more excellent competition out there for Rescuecom.  There are companies that have competent, wizard-like technicians that can fix any problem effectively and efficiently and are extremely reputable.  Even Geek Squad is better than Rescuecom!! Also, Mr. M. seemed of sound mind two years ago and appeared to be reasonable, but he definitely doesn't appear to be reasonable/ethical and seems to now be ripping customers off left and right.    I have read on the web about his failing business and how he has many complaints from his technicians of not getting paid by him.  So, this CEO has resorted to basically what seems to be stealing from his unsuspecting customers.  To emphasize, I have firsthand experience with being ripped off by this man and his company.As one of Rescuecom's reviews on **** stated about Rescuecom, "borderline criminal and highly suspect".  I have already provided many examples of the extremely negative comments about this company in my previous statement.  From my observation today, Mr. M. seems to have had all of his reviews removed from **** unless **** has a hiccup in their system today.  I will follow up with **** concerning the removed reviews if that is the case. **** states that they do not remove valid reviews following their site guidelines. I know folks that work there; it will be interesting to hear what they have to say.  Additionally I have spoken directly to two other consumers recently that state they have been ripped off by Rescuecom and this CEO recently.  There is TN that stated via text (so excuse the punctuation), "I paid monthly and I didn't even have the software on my computer nor did I get technical service they do not have techs that do not know what they are doing.  It was about 1000.00 total.  I am also going to turn them in I have screen shots I did not have there software on my laptop. I want my money back.  They would not cancel my contract until the year was up".There seems to be a common recurring theme about how this CEO rips off approximately $1,000.00 from each consumer - from what I have heard and read. It appears that this is what keeps this business afloat - scamming and ripping customers off one by one.In closing, I didn't want the used/refurbished, old **** ******** laptop from day one (of receiving it) that I didn't order from this man and his company.  It sits in the box in bubble wrap as it arrived with no receipt, no production information, no original packaging and will be returned to Mr. M. promptly once I receive the green light from my bank.  To emphasize, I ordered an ** **** ** that is worth $1,000.00 or more - not what Mr. M. sent me that is selling for $259.99 on eBay.  This company did a bait and switch on me.  I have much proof.  I have the recording that this CEO made me sit through for over 30 minutes that provides proof of this scam.  I have the laptop that also provides proof.  I didn't order an old refurbished/used, dilapidated **** ******** laptop from this company.  And I am not desperate; I don't need to enhance my income in any shape or form and I don't scam people or lie to them.Also, there will be no lawsuit against me, Mr. M.  There is more than likely to be a lawsuit against you, because all of the customers that you are ripping off are now banding together.  And I am not trying to intimidate you; I am speaking the truth.  And I will be taking you to court soon.  There are avenues that protect consumers from corrupt businesses like yours.  You won't be getting away with your unethical business practices much longer.  You can have your junk equipment back and I will have my $1266.00 back very soon. Good luck moving forward.  You will need it.  I don't wish any harm to anyone - not even to dishonest, unethical scammers like yourself.   Regards, ******* ****

  Business response

  12/23/2022

  Response to BBB Complaint on December 23, 2022:Hello ******* Complaint Handler, ext. ***,*** **** failed to mention she was only concerned with the brand of the laptop, if you she provided you with the complete recording you will find she is more concerned with the technical specifications: Memory, processor, hard drive storage and speed.  At no point did *** **** ask specifically for a brand of computer.  Had she requested a brand of computer, we would have provided her with that specific brand.  I have been in this field for almost 40 years; never in the history of my career have I provided a computer that is the wrong brand from when someone asks.There are two important factors to keep in mind whilst you evaluate this case:*** **** STILL is in possession of the computer and enjoys its use daily.*** **** STILL filed another chargeback with her credit card company, which I have attached to this response.Not only is *** attempting to slander RESCUECOM across the Internet, but she is attempting to steal a computer for which she has not paid.In addition, if I were to issue a refund with you AND she won the chargeback, not only would she get a free computer, she would receive a payment equal to the computer and get to keep the computer, unjustly enriching herself over $2,500.00.This should clarify why she is working so hard to scam us out of the computer and the money.It appears she makes additional living by scamming companies.I would be happy to speak with you should you wish to call and discuss this further.Her chargeback (attached) with her credit card company should nullify this complaint, since she refuses all attempts I have made to work this out with her, amicably.  She instead wants a free computer and payment for her time to extort it from RESCUECOM. She has gotten the credit card company to issue her money back, which I am disputing, but her continued complaint with you for an ADDITIONAL refund would provide her a free computer, plus an extra $1266.00!*** **** TO THIS DAY IS IN POSESSION OF AND USES THE COMPUTER WE SOLD HER!Thank you for your time and understanding.  It is my hope you will dismiss this complaint as *** **** is nothing more than a slanderer, a liar and a thief.Thank you,David

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had been using Rescuecom to solve my computer problems for years and they have always been very helpful. When my laptop gave up the ghost in early December, they offered to send me a new one for $1368. This seem liked a lot but I trusted them. First they sent me a tiny laptop that couldn't have cost more than $300 Over the course of the next few weeks, I received two more computers--one that couldn't hold a charge and one that was literally cracked. I finally told David M*****, the director of Rescuecom that if I didn't have a working computer by the end of the next business day, I would file a complaint with ****, From this point on, became verbally abusive and threatening. Among other things he insists that I didn't return she second damaged computer and that I need to prove it. I used the label he gave me and UPS picked up the package at a pick up point. Beyond that I have no proof. He also insists that the broken computer was damaged in transit. I can't prove it, but clearly the device was broken when they sent. it A Rescuecom tech spent an entire day to get the computer up and running to no avail. I want my money back and I want out of the yearly contract. I wouldn't be in the contract if not for the fact that David literally bullied me into it. He tells me he is jumping through hoops for me when in fact he is being threatening and abusive. David's behavior is so over the top that I don't feel safe.

  Business response

  01/19/2022

  ******* ***** was a customer of RESCUECOM for many years.  Attached please find her original signed contract along with a recent email stating how happy she was with her new computer, which she purchased from RESCUECOM. We sent her three computers: The first laptop she complained had a screen that was too small for her. To solve the problem with the first laptop, we send her a second laptop, which she claimed had a bad battery. The third computer we sent to her, as you can see from the attached email she sent, she loved. In fact, the subject of her email is “I love my new computer!” Before we sent her the additional two computers, she threated to write a complaint to you, I told her we would issue a refund, cancel her account and our business would be over, as we do not do business with people that threaten to write any bad reviews.  However, she did not want to end our support as even she points out how much she appreciates RESCUECOM. Therefore, we continued to support her and supplied her with two additional computers without requiring she return them prior to us sending a new one. In her “I love my new computer!” email she apologized for threatening to write a bad review about RESCUECOM.  Not only was ******* happy with RESCUECOM for years, she insisted we help her mother with her computer issues. ******* is happy, then sad, satisfied then dissatisfied. While we at RESCUECOM wish her well, we cannot pay the price for her instability. According to her signed (attached) contract, all disputes are subject to the exclusive jurisdiction of the courts in Onondaga County, NY (Syracuse). Should we have to take this unfortunate measure, we will seek defamation damages for what she has written. I am willing to chalk this situation up to a loss, so she can keep the computer. However, should ******* persist in her pursuit of this baseless complaint (or any other complaint) for that matter, we would have no choice but to pursue action against her in Syracuse, NY for any damages the court may see fit, including defamation and compensation for the unpaid balance of her contract. Should ******* wish to expunge this complaint, we have no objection. Thank you so much for your attention to this matter and it is my great hope you dismiss this complaint as it is without merit. Thank you,David A. Milman CEO RESCUECOM

*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. ↩