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:11/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service requested: Setup and configure purchased personal router to privately function using FireflyVa (ISP); check for unauthorized devices and connection permissions; configure firewall rules to secure and and connect all personal and home security ************ was a no show for 7/29/25 1:00 pm appt.. 1:20 pm call to ** Re: no show and was told appt was XLD by Anonymous but resulted in same day rescheduled ********* FAILED to configure router with firewall routing and ********** FAILED to securely connect and firewall protect all personal and home security ************ only connected a proper name laptop to my router via backhaul and failed to disconnect that laptop before ************ spent 2hrs backhaul connected to my router configuring unauthorized remote access and management tools via ********************* After 2hrs, **** advised me the company CEO misunderstood my request for service and he couldnt do anything, tech advised me to contact *********** The only device connected to the router when the Tech left was the techs proper name laptop. No firewall was configured.Multiple calls to **. resulted in repeated assurance of no charge for 7/29/25, and referrals to sales for upsell estimates to setting ** preferred equipment and services resulting in verbal estimate of 2.5k from sales rep.Over the next four months I experienced unknown devices connecting to my router and paid services, home security devices were compromised, ******** cloning, network SSID hijacking, settings on personal communication devices and services being remotely restricted, paused, and modified.Four months passed with no invoicing for the 7/29/25 appt. and assurance no balance was due.11/3/25 contacted CEO with my experiences & was referred to sales.11/7/25 via **** received an invoice referencing Anonymous FireflyVa account number for 3.05 hr ************* Labor on 7/29/25 at $500.20.Filed formal complaint to CEO via email.11/10/25 received demand for payment by email.

  Business Response

  Date: 11/20/2025

  In response to Ms. ******** concerns:
  We at Top Notch Computers are always sorry to hear that a client is dissatisfied with his or her experience and take it very seriously.Our goal is to turn these rare instances into opportunities to reflect and improve. In regards to Ms. ******** concerns, there are a couple of issues we can certainly address. First, we can find no record of an appointment being cancelled or a technician failing to show up. We only show documentation for the original appointment on 7/29/25 in which a technician did arrive on site and performed work. However, if there was some undocumented miscommunication,we sincerely apologize. Second, the technician determined during the on site visit that what Ms. ****** was requesting was not truly necessary and would require additional hardware equipment. He did let her know if she would still like to pursue upgrading her equipment in the future, we would be happy to create an estimate for her review. He stated she was welcome to reach out anytime and we would have the sales team create the estimate. Ms. ****** did reach out, but declined the estimate that was created. Thirdly, given the nature of our work in technology, it is necessary to connect to client networks and devices. This is not a procedure we take lightly. We have extremely strict protocols for maintaining the integrity of client information and security. We absolutely will not access a clients network or devices after an onsite visit unless it is specifically requested by the client. Furthermore, we can find no record or digital trail of Ms. ******* network or devices being accessed after the 7/29/25 onsite visit.Finally, there is no record of an agreement to waive all the charges for the 7/29/25 visit. However, given Ms. ******* understanding there would be no charges and in order to resolve the matter in a satisfactory manner for ********** we are waiving all charges. Again, it is deeply regrettable for a client to be unhappy with our service and we do appreciate Ms. ****** taking the time to bring this matter to our attention. 

  Customer Answer

  Date: 11/27/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Additionally, I would like to point out that the company is not being honest in its recollection of events and system of record.  If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******