Complaints

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

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  Support Nerds, Inc

  72 Pottstown Pike Ste 102 Chester Springs, PA 19425-9564

• 

  Support Nerds, Inc

  600 Eagleview Blvd Ste 300 Exton, PA 19341-1121

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  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.

  This company supposedly used remote access to fix something on my computer. They also said they were selling me a macaffe membership. The ****** account, they linked it to some random email. I contacted ****** and they said that email is linked to many accounts. They are also NOW controlling the cursor in my mouse without me moving it. When I try to film the suspicious activity, it stops happening. So I believe they can also see me through my own webcam. This is a huge invasion of privacy. A disregard for respect and trust and I am completely terrified and have no idea how to get them off my computer.

  Business Response

  Date: 10/11/2024

  Hello,

  We did assist the customer in troubleshooting her system issues & installed antivirus security on the system. Customer did contact us as she had some confusion which was clarified and customer was happy to utilize our services. We will further contact the customer for a reasonable resolution to this complaint.
  

  Customer Answer

  Date: 10/11/2024

  I spoke with Alvin and it was all sorted out. I am sorry for any trouble to have caused. I wasn't sure why my computer was acting strange.

  Customer Answer

  Date: 10/11/2024

  Alvin from Support Nerds is who i spoke with. 

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 30, 2024, the sound stopped working on my computer. I googled the **** customer service number, and spoke with someone who did a remote check of my computer, said that she had exhausted all options to fix it, and advised me that I could purchase a $129.99 warranty, or pay $70 for a one time only Service fee. I opted for the one year warranty, which she processed, and also advised me that my McAfee coverage was up-to-date. She gave me a case number, and then said she was connecting me to a support staff member named *****, who gave me a support code, and began trying to fix the volume on my computer, again remotely. ***** called over the next couple of days, after doing work on his end to try to fix my volume.He ultimately advised me that my volume could not be fixed, and encouraged me to try plugging in headphones to see if it worked in that way. He said if that did not work, it would not be worth repairing the computer. Several days ago, we plugged headphones in, still got no volume, and I ordered a new computer. I called the number on my warranty receipt To see if I could discontinue this warranty, and was advised that I needed to call ****. When I called ****, they had no record of my having called on May 30. The representative asked me to send him my transaction receipt for the warranty, and he advised me that this was not a **** product.

  Business Response

  Date: 07/10/2024

  Dear Customer & ********************,

  We sincerely apologize for any inconvenience caused and it is unfortunate to know that the issue couldn't be resolved. We assure you that without any authorization no information can be accessed and will have our Supervisor contact you to to discuss this matter further especially related to the refund.
  

• Initial Complaint

  Date:05/09/2024

  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.

  On Thursday, March 21, 2024, I was looking to purchase 2 new copies of MS ****** 2021 Home and Student. After seeing their ad online, I called Support Nerds to purchase; thinking they were a legitimate company. They charged me $422.43 total (MS ****** product-$292.44 and Tech Supp-$179.99 -They told me they'd have to stay in my computer overnight (to move files, etc., so they could download the new copy.- I was told, they had to 'CREATE' the new Product Keys and would call me back in the morning.I wasn't going to leave them in my computer all night and I know that when you buy any MS ****** product, the Prod Key automatically comes with it.- I told them I wouldn't let them stay in my computer all night and blocked them out. I told them I didn't want them in my computer, as I could load it myself. - I wanted to know why I they had to CREATE Prod Keys. They then hurriedly gave me some numbers - I wanted to know where was my receipt, which they didn't give me until the next day.- I told them everything sounded FISHY and I wanted my money back.- They refunded me $179.99 (Tech Support only). They refused to give me my money ($292.44) for their BOGUS PRODUCT.- Neither one of those numbers worked.- I called the fraud **** with my CU to report it that Friday.- Support Nerds waited until Friday, May 3rd to call me and tell me they can't look back that far, it's been over a month.Support Nerds sold me two products, neither of which worked. I don't have anything to show for my money. They (Support Nerds) should not be allowed to keep my money. I want my $292.44 refunded to me. Please help!!!Thank you kindly,************************** ****************************************** ************

  Business Response

  Date: 05/14/2024

  Dear Customer & ********************,

  We apologize for any inconvenience caused as we always pride ourselves in providing an optimum customer service and seems we fell short.We do understand that sometimes there could be a glitch or compatibility issues related to software license keys but we could have promptly resolved them if given the time and opportunity.
  

  However, please be assured that we will certainly look into this matter and have one of our supervisor to contact the customer to discuss the refund options and method as soon as possible.
  

• Initial Complaint

  Date:04/05/2024

  Type:Product 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.

  This company tried to extort money from me They are a fraud. They owe me $320 for an internet security package and tried trick me into giving them almost $18000.

  Business Response

  Date: 04/09/2024

  Dear Customer & ********************,

  As per the customer's complain, it seems that the customer received a scam call/email/message. As a technology business, we have been spreading security & scam awareness since a decade now. We educate all our customers not to entertain any calls/messages/emails pertaining to a brand promising ************ scams, tech scams, etc. and provide a unique customer ID as well as alphanumeric ********************** code to validate. Or contact the brand to validate any such calls or claims for their own safety & security.

  However, we have escalated this incident to our security team & a supervisor will be contacting the customer for a desired output of this complain.

   

  Thanks

  Customer Answer

  Date: 04/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:01/19/2024

  Type:Product 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 December 18, 2023, I called a number on a ****** search for ** support. Already I had done this two hours earlier, calling another number, and been scammed by those answering that previous number. They had taken over my computer, so I was calling this new number--two hours later--that came up. Whoever answered said that they were a company outsourced by ** to handle technical problems. At first, there was no charge as I again granted access to my computer, and this person seemed to know what they were doing. But then came the hard sell: I needed to pay $129.99 for a year of their computer support. I was given a case number and told I'd receive an email the next day with details regarding their service. I felt like my computer was being held ransom. The technician pointed out that the other scammers I first talked to still had control of my computer, so I complied--under pressure- by giving them a credit card number for the amount. I never received an email, but did receive a couple of texts and phone numbers. Here are details about those: my customer ID is ************** and my support code ****, which I was always to ask whoever answered for. The tech guy was called ***** and they gave me phone numbers of ************ and ************. One day I received a text, which I didn't open, thanking me for "choosing Support Nerds for your IT support." The number for that was ************. I have emailed the company requesting a refund, but have heard nothing. The business has numerous BBB complaints on file and there's an indication that the domain name is for sale. Every indication is that these guys are fraudulent and accomplished almost nothing the day I unfortunately called them. We took our computer in for scrubbing a couple of days later and all kinds of infections/viruses, etc. were detected, which obviously Support Nerds had failed to do anything about on December 18.

  Business Response

  Date: 02/02/2024

  Hello,

  We understand customer's grievance and have tried to contact the customer via phone multiple times but to no avail related to her refund request.

  Customer did contacted us on Dec 18th 2023 related to a printer issue, which was resolved and under the 1 year service plan we are entitled to provide any technical solutions to the customer. Please be advised that none of our domain - supportnerds.us or supportnerds.net are on sale. We don't have a .com domain as we cater to customers in United States only. We do have some complaints on BBB to which we have answered and replied all to the best of our knowledge however we have thousands of happy and satisfied customers that reflects on BBB reviews, *****, ****** and ********** reviews too. The matter of fact that we are communicate with our customers, respond to their complaints, gather feedback and assist our customers as per the service terms ascertains that under no circumstances that we as an organization are deemed fraudulent. We are happy to assist our customer in order to achieve a fair and reasonable resolution to the case & have escalated it to our operations department for one of our supervisors to contact the customer via phone and email as well as text to discuss the refund options.

  Thanks
  

  Customer Answer

  Date: 02/07/2024

  I can't seem to find a link that's monitored to report that a complaint I registered with the BBB has been satisfactorily resolved.
  
  My issue was with Support Nerds--specifically, that I wished a refund of $129.99. They are issuing me a $70 refund and I am satisfied with that. Therefore, I want the BBB to officially and publicly recognize that the case has been resolved by Support Nerds to the complainant's satisfaction.

• Initial Complaint

  Date:10/22/2023

  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.

  On 10-20-23 I had an issue with my computer. I ******* ** and Nerds shop appeared. I called. They stated they were an authorized dealer of **. This was not true as I contacted ** after this business was conducted. They said this company is not authorized. Prior to this they entered my computer talked me into purchasing a 1 year warranty for $149.00. The issue repaired was a **** issue. My own ignorance of computers. I never received a paid receipt, or a copy of the warranty. after demanding an email receipt, they did email me a bill not a paid receipt. I replied requesting a full refund. The supervisor was very rude and began to speak angrily saying it will be a partial refund due to repair. I said you did not repair anything. Just adjusted zoom. I could have done this myself. I am concerned about my computer security. Since this transaction I am getting many fishing emails and text.

  Business Response

  Date: 11/08/2023

  Customer contacted us related to the **** issue as he mentioned in his complaint and it was fixed. However, upon purchase of service plan, the optimization of the system was done and further 1 year of support was promised however customer called in to cancel and a partial refund was promised and credited. Firstly, we are an authorized ** Business Partner and resell ** services and products. Not only ** but we are also *********, ****, ******, **** and ***** partners. A customer service executive from these brands will not be able to provide that information, however the customer can approach the partner program team to validate the authenticity or we can share the authenticity certificates, links, etc to the customer. We sincerely apologize related to the complaint regarding the supervisor and will definitely take appropriate actions as we do pride ourselves in providing an optimum customer service. Will have a manager contact the customer to discuss this issue further. Also, we have made the customer aware about security concerns i.e. customer has been provided with an unique customer ID as well as Support Code and until and unless its not verified, not to engage in any conversation with anyone related to system support.

  Customer Answer

  Date: 11/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was deceived to believe Nerds was an authorized dealer of service for **.  Nerdsshop techs stated this several times during conversation.  ** has denied such claim.  After explaining my issue Nerdsshop techs  would not assist until I purchased a warranty for $149.00 AFTER they entered my computer. They started off professionally but once they were inside my computer things became strange. They were in my computer for almost an hour going through all my files and telling me what needs to be done.  However, in the end all that was done was an adjusted **** which I could have been easily talked through without them entering my privacy.  I was given phone numbers that did not work, waiting 20min to be told by automation no one is available to take your call-good bye. I never received a copy of "warranty" or a paid receipt.  When I asked, only to be told they were having " computer issues" with generating warranty and paid receipt.  The whole episode became a scam!  They had all my information and I did not have  a working phone number or email for contact, no paid receipt, no warranty.  They asked me what i did for a living.  One of the techs named  "*******************"  remarked, Oh, you must have a lot of money sir" During the 40min or so they continuously tried selling more and more while another tech was rolling through my files.  I felt distracted and very uneasy. I do not feel I owe them anything. I never received  the goods sold to me and requested a refund that same night. There was no repair made. Just adjusted the ****.  I would hardly term that a repair.  I have received numerous phone called and emails from the supervisors and "**** *****" instructing me to drop and retract my complaint.  I will not retract my complaint. Nerdsshop needs to be honest to the consumers and stop taking advantage of people.  People place their trust and Nerdsshop takes full advantage of kindness and peoples ignorance of computers.
  
  I attached a copy of what they insisted was a paid receipt. I ask you to look at it and tell me what you see.  
  
   Call it coincidence, nonetheless, three days later  I receive phishing emails, strange text and a credit card was opened without my authorization.. Trust is a very important characteristic of a Company.  This identity theft may not have anything to do with Nerdsshop. However, the loss of my trust is warranted.  
  
  I stand by my complaint. 
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 11/09/2023

   

  It turns out the invoice Nerdsshop emailed to me was not a PDF or JPEG.  According to my Official ** tech the invoice was created on a word type program that was not able to be downloaded and sent.  ** tech assisted me in printing out and scanning this document.  The Nerdsshop continues to call and send me emails to the point of harassment demanding I drop the complaint.  Please let me know if you did receive the document. This was sent to me after I requested a paid receipt.  This is not a paid receipt but rather a bill which was paid with my credit card.    

• Initial Complaint

  Date:08/28/2023

  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.

  My ******* bank card was charged $503.09 in total. I would like ***** **, Pa, and Support Nerds INC to refund the money back to my card. I also have submitted my police report. I did give this information to ******************* on the 1st of August 2023 and my claim was denied two times. I just opened my claim again with ******************* today 8/28/23. The fraudulent charges started on April 20th, 2023, and at that time I put in my complaint about the charges and did not hear back until last month by a bill coming to my home. I am asking for a refund of my money.

  Business Response

  Date: 09/18/2023

  Customer contacted us on April 20th related to her **** latitude laptop as she was getting unwanted messages. A 1 year service plan along with system optimization software was purchased for a total value of $199.99 & $53.11 respectively and we did completed our job by optimizing the system, removed pop-ups, disk cleanup and closed the case upon confirming from the customer. We tried to contact the customer multiple times prior the service and left voicemails on her number - ************ but did not receive any return call. We have no relation with ***** ** as mentioned by the customer in her complaint and have escalated this complaint to our Refund team to contact the customer and discuss the refund scenario. We fail to understand the fraudulent charge as after auditing the call, customer was provided complete information, invoice was emailed tot he customer, receipt was saved on customer system and only upon customer authorization, the payment was charged. However, as we pride ourselves in assisting our customers to the best of our abilities, we have requested our customer grievance team manager to contact the customer and discuss the case for a fair & reasonable resolution.

• Initial Complaint

  Date:08/08/2023

  Type:Product 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.

  Support Nerds CA. This company charged me $382 in March 2023 for.computer services. On 08/08/2023 their representative (self identified as ***********************) informed me -- after 3 hours of time waste -- that they had charged me in error and therefore they would refund the sum $382 due to an incompatibility between my system and their services. I told him to credit the credit card that was charged. Instead, he sought personal data that he claimed Support Nerds already had on file The individual sent me a form asking me to fill my DOB, my bank account # and bank name..for verification -- In a manner that the *** warns harkers usually use. He told me he ALREADY HAD the data including my SS# though I have never provided that data to Support Nerds.SUPPORT NERDS HAD NO RIGHT TO ACCESS ANY OF MY PERSONAL INFORMATION BASED ON TEH CREDIT CARD DATA I PROVIDED FOR A REGULAR SERVICE.I request the refund that Support Nerds offered be provided immediately.If not, this company will be sued in a small claims court for data breach.

  Customer Answer

  Date: 08/09/2023

  The hacker is certainly part of Support Nerds company because he was introduced by 2 other consecutive employees with whom I had worked before. 

  The hacker is actively controling my computer, has typed into a message I was attempting to send BBB earlier today, taking control of the cursor and typing invectives. Yesterday he notified me that Support Nerds staff had access to all my banking and personal data.

  Support Nerds phone # is unresponsive; the phone numbers of its reps are active including the hacker's **********.

  This company runs a scam ir is fully negligent in its customer relations.

  Business Response

  Date: 09/11/2023

  Customer contacted us back in March 2023 related to computer services. Since March 2023 we have served the customer and understanding the amount of scams that have been going on related to Tech Support, IRS and other phishing emails we proactively advise and warn our customers about the same. During our customer on-boarding, we provide a unique Customer ID along with 4 digit support code and advise all our customers to verify both the information before proceeding with any communication. We also encourage all our customers to contact us via phone, chat or use our application to connect with us ensuring their safety and security. We do receive such complaints wherein the customer mentions that they receive calls from other brands too like **************** etc. for refund wherein they are scams too. Hence, we proactively advise all our customers to be aware & also require that the customers play their part in order to validate the information and be assured while they connect with the right party.

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ********
   
  

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Somehow these people charged funds to my credit card, and I disputed it with the bank and closed the card; they are constantly contacting and harassing me. I DID NOT authorize any work from them, and I want them to stop getting me immediately. The bank investigated, refunded my money, and changed my account information. I was previously the victim of identity theft and have had an alert on my credit report for seven years. I do not know who or what these people are talking about. But if they continue to harassment me I will file criminal or civil charges against them because I feel threatened by this behavior.

• Initial Complaint

  Date:06/10/2023

  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.

  I trusted these people to update my computer. They said they could fix the problem and would issue me a refund. They got into my accounts and were transferring my funds. They tried to make ***** withdrawals and hacked my ****** account as well. So now all of my accounts are frozen for fraudulent activities. Not to mention they still have access to my computer somehow and now I have to but a new one

  Business Response

  Date: 06/29/2023

  Customer contacted us on April 5th related to email issues and purchased 1 year service plan along with **** internet security. As per the customer's complaint it seems like the customer became a victim of the tech scams which we as an organization provide complete awareness about it. For customer's security & protection, firstly all the payments are charged through credit cards and no other means which provides a complete transparency to the customer. Secondly, we also provide a unique support code to all our customers along with a unique customer ID to verify on all cases. Plus, on every call we provide scam awareness to our customers as to how to proceed with any unidentified call received. Even after providing all the information and awareness, if the customer's are unable to follow and also help us as well as themselves then it does become a concern for us too. We also roll out emails about scam awareness, post on our social media handles and all our employees provide the awareness to all our customers. We also advise not to entertain any transactions from any organization by the means of gift cards, bank payments, etc. We are always happy to assist our customers ensuring their privacy & data to be kept safe and secure but the increase in scams like tech support,  IRS, refund scams, solar scams, etc., being an IT organization it is our due diligence to assist the customers & provide awareness. We are still willing to assist the customer by all means and will have our cybersecurity team contact the customer about the unfortunate scam incident that he/she went through and provide a fair and reasonable resolution to the case.

  Customer Answer

  Date: 06/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The number that's on the receipt where I paid is a Debit Card. And I was given the same Tech each time then i notice a couple more with remote access. 
  
  Regards,
  
  ***********************