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:04/17/2023

  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.

  These people conned me into thinking that my computer was being hacked and lured me into a protection service in Jan 2023 and charged me $699 for a 3 year contract. I have come to realize that they are scammers preying on the elderly. I have called numerous times to cancel the contract but no one ever return my calls. I am demanding that they cancel my contract and refund my money. I am reporting this scam to the New York State Comsumer protection department and the FCC as they are using the internet to perform scams.

  Business Response

  Date: 05/09/2023

  Hi Team,

  As per customer request we have refunded the full amount, Please find the receipt for reference.

  Regards,

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

• Initial Complaint

  Date:04/13/2023

  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.

  2/14/2023 Scammed out of $499.99 for high security and support 3 years installed They delete unneeded files that auto install and say my computer is fixed. It does NOTHING to fix my computer issue. I have filed with my Bank as a Senior being taken advantage of.

  Business Response

  Date: 05/09/2023

  Hi Team,

  We have already refunded, Please find refund receipt.

  Regards,

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

  Customer Answer

  Date: 05/17/2023

  [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,
  
  *********************

  From: ************************* <**************************>
  Date: Tue, May 16, 2023 at 10:08 AM
  Subject: complaint # ******** from *********************
  To: <[email protected]>
  
  Complaint satisfied with refunded money. Thanks for your help

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  3-13-2023 My Computer Locked up , to where I could do nothing with it, a drp down said to call this number, when I did the many told me he could get this fixed and up and running, nothing was said about the cost at this time. He walked me through the whole set uo and then said tht will be $399.99. I told him NO way, I am 93 years old and that is way to much money for me to pay, His reply was Ok seeing as how you are that old, I will know $100.00 off, the charge will be $299.99, Again I told him I would not do anything until I talked with a local repair man to see what this was all about. I then turned my computer completely off. When later I turned in on, all worked like it was supposed to work. In talking with my computer repair man, he told me it was all a scam. Yesterday , I get my **** card statement and they had charged me the $299.99 I want this refunded to me and want this to stop, so other people do not have to go through the same thing.

  Business Response

  Date: 05/04/2023

  Hi Team,

  We already see the dispute raised by *****************************, Please guide us how do we proceed next.

  Regards,

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

  Business Response

  Date: 05/16/2023

  Hi Team,

  Please find attached dispute receipt where customer filled against us.

  Please let us know if there is anything else we can help in future.
  
  Regards,
  Instafixus LLC

  Business Response

  Date: 05/17/2023

  Please find attached dispute receipt rasised by customer.

• Initial Complaint

  Date:04/11/2023

  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 am 81 years old and needed help with my computer. I found this business online and saw this company. I contacted them for help. They charged me $699 for 3 years of help so I paid them but continued to have problems. I was contacted by this company recently and they stated there was a problem with my computer and they needed to fix it. They charged me an additional $399.99. I thought everything was covered with the $699 for 3years. Also, I now realize I bought a new computer a few months ago so they could not have known it needed a firewall because they did not have access to the new computer when they called. They also claimed someone in another country was using my email account and for the $399.99 they charged me they would also take care of that problem. As of now, I do not understand what they did and am still having computer problems. I want my money refunded and I do not want this company to contact me after refunding 699.99 and 399.99.

  Business Response

  Date: 05/22/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied also i see customer paid us only $699.99 and the same has been refunded, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************
  
  

  Customer Answer

  Date: 06/26/2023

  [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:

  From: ****** ******** <***********@***.net>
  Date: Wed, Jun 21, 2023 at 1:07 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, *******@mybbb.org <*******@mybbb.org>
  
  THIS IS THE 1ST LETTER I HAVE RECEIVED FROM YOU AND YOU ARE ALREADY CLOSING THE CASE WHEN YOU HAVE NOT HEARD MY SIDE OF THIS.. THE MAN FROM INSTAFIX NAMED JASON CALLED ME AND WHEN I TOLD HIM ALL MY INFO THEN HE WANTED ME TO GO AND BUY DEBIT CARD CAUSE HE SAID HE PAID ME TOO MUCH AND I HAD TO PAY HIM BACK FOR THE EXTRA. WHEN I FIGURED OUT THAT IT WAS A SCAM AND WENT STRAIGHT TO MY BANK AND HAD EVERYTHING CHANGED RIGHT AWAY. HE REPEATEDLY KEPT CALLING ME UNTIL MY DAUGHTER GOT ON THE PHONE AND TOLD HIM TO STOP. THEN HE QUESTIONED HER AND WANTED TO KNOW WHO SHE WAS AND STILL WANTED TO TALK TO ME...... I FEEL THIS IS HARASSMENT AND TAKING ADVANTAGE OF AN ELDERY PERSON.... AND I THINK THEY NEED TO BE REPORTED........HE HAS EVEN CALLED ME AFTER I CHANGED EVERYTHING WANTED TO KNOW WHY I DID THAT AND WHY I WONT TALK TO HIM, HE LEFT A MESSAGE ON MY ANSWERING MACHINE...  PLUS IF THEY REFUNDED MY MONEY WHAT ACCOUNT DID THEY SEND IT TO SINCE I CHANGED ALL  OF MY ACCOUNTS THE SAME DAY I TALKED TO HIM. HE IS SAYING THEY REFUNDED 699.00 BUT THEY ALSO TOOK 399.00 ALSO.... IF YOU WOULD PLEASE LOOK INTO THIS I WOULD MUCH APPREECIATE IT. THEY TOOK ADVATAGE OF MY 81 YR OLD MOTHER AND THAT IS NOT ACCEPTABLE...... IM VERY UPSET OVER THIS,,,,, 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 06/26/2023

  Hi Team,

  As informed earlier we already refunded $699.99 which customer has paid to us to the same card which customer used to paid us, and regarding the calls which customer was receiving im sure its not from our company as the process customer was taking is not a legit and seems some other company is trying to scam and we are no information about it.

  We request customer not to beleive in such calls and donot give remote to such people.

  Please let me know if there is anything else we can do to help customer.
  
  Regards,
  Instsafixus LLC

• Initial Complaint

  Date:04/03/2023

  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.

  On October 4, 2022 I received a phone call from a gentleman at Instafixus, telling me that my computer was not secured. He offered to "protect" my computer for 3 years, at a cost of $599.99. However, this company never provided any service or product, and never installed anything on my computer. I later realized this was a scam.I requested a full refund, but instead received a vague explanation that they are still providing a "service" by "protecting" my computer.Order ID: ***** Transaction ID: ********* Date/Time: 10/4/2022 8:44:10 PM Total: $599.99

  Business Response

  Date: 05/09/2023

  Hi Team,

  As per customer desire we have refunded fully, Please find the refund receipt attached.

  Regards,

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

  Customer Answer

  Date: 05/17/2023

  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:03/29/2023

  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.

  There was a pop up on my father's computer and then a person asked him to grant him access to his computer. This man then proceeds make it seem like he is helping my father out with defragmenting his computer and removing suspicious things from his computer. My father was having issues with his computer before this man remotes into his computer and I feel the other reason why he let the man into his computer was because he was frustrated. I also called the company and they hung up on me after I told them what they did.

  Business Response

  Date: 05/09/2023

  Hi,

  As per customer request we have refunded fully, Please find the refund receipt attached.
  
  Regards,

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

• Initial Complaint

  Date:03/26/2023

  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.

  Date signed on with Instafix LLC October 21, 2022 March 20, 2023 refund phone call resulted in *** (*************.) taking a $10,000 hit on my bank account. Amount when I signed up in Oct. 2022 $699.99. To provide security on my computer. Nature of my dispute: FRAUD I have not contacted Instaflix LLC -- what would be point. I received no paperwork from Instafix LLC that would provide account number or tracking number.

  Business Response

  Date: 04/28/2023

  Hi Team
  
  Apologize for the issue that the customer has faced. Just to confirm we are a Legitimate company who are helping a lot of customers with computer-related issues and we only charge any customer using a legit way like a credit card or check only. we don't ask cx to send money through anything else. so we have no information about the fraud that the customer encountered.
  
  As the Customer is not happy with the service we are glad to issue a full refund to the customer which the customer paid to us without any questions asked.
  
  Attached is the refund of the $699.99 that cx paid to us.
  
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  Instsafixus LLC

  Customer Answer

  Date: 05/12/2023

  [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:

  From: **** <*******************>
  Date: May 1, 2023 8:36 AM
  Subject: Re: Instafixus LLC Transaction Receipt - Reference Number *********
  To: Instafixus LLC <**********************************>
  Cc:
  
  I have cancelled my credit card ending in **** last week.
    I am requesting a check for the refund  be mailed to:
  *************************
  ***********************************************************************
  
  Thank you.
  Kindest Regards,
  *************************

  Business Response

  Date: 05/12/2023

  HI Team,

  As previously mentioned we have already processed refud and money has been sent to customer card company,Request customer to chek with the card company.

  Regards,

  Instafixus llc

  Customer Answer

  Date: 05/15/2023

  [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:03/21/2023

  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.

  I am writing on behalf of my elderly mother-in-law. In November she "lost her little pictures" (icon shortcuts) on her desktop and reached out to **** through a chat to get them back. During the chat Instafixus popped in and stated they could help her. She agreed to a $700 3 year contract with them and paid with a credit card. They fixed her icons and she thought everything was fine. In February she got a call stating that Instafixus was going out of business and they wanted to refund her $700, but they couldn't refund it to her credit card, they would need her bank account. They were very convincing and not only got her checking and savings bank account numbers, but also her social security number. They stole a large sum of money from her, all the while making it look like they were refunding the $700. When she told me what happened, I secured her computer and uninstalled all of their software. This is so sad and frustrating, we have a great relationship, and I wish she would have called me first, she will next time. She changed all of her account numbers and made sure her credit is frozen, but this is very difficult for the elderly.

  Business Response

  Date: 04/24/2023

  Hi Team ,

  We had a word with our custome daughter in law and answered all her queries and also we have processed a full refund to customer.Attached is the receipt of the same.

  Please let us know if there is anything else we can help in future.
  
  Regards,
  Instafixus LLC
  

  Customer Answer

  Date: 04/26/2023

  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. 

  I acknowledge that InstaFix did not steal the large sum of money from my mother-in-law, it was a hacker. However, somehow, the hacker got her name, phone number and amount paid to InstaFix and represented themselves as the company. I called InstaFix 3 times and never received a follow-up response from the before opening a complaint with you. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/20/2023

  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.

  My father is a retired US ************ officer and has dementia. He responded to phone call from a someone who informed him his computer needed fixing. An "agent" took remote control of his computer, told him he fixed the problem, and charged his credit card $699.99 for a product called Cyber Privacy Shield. I called the Instafixus customer support line on his behalf to reverse the charge, as he is not capable of making financial decisions. The agent said he would call within 24 hours. Agent never called. Emails to the Instafixus support email line go unanswered. I have also filed a complaint with the Federal Trade Commission.

  Business Response

  Date: 04/21/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

  Customer Answer

  Date: 04/23/2023

  [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 grateful and appreciative of the vendor's offer to refund the purchase price. However, I am requesting a modification to this response because:
  The credit card to which the refund will be made has been closed. The credit card was closed because my father, ****************, did not want any further fraudulent activity on this card. As an alternative, is it possible to issue the refund by check, payable to my father ****************************, and mailed to his home address of ******************, Elk Grove Village, IL*******?

  Thank you for your consideration. Once again, I am grateful for the offer for a refund and I ask only that it be made differently than through the original credit card which is now closed.
  
  Thank you for your consideration. Kind Regards,
  
  ***************************
  

  Business Response

  Date: 04/24/2023

  Hi Team,

  We have already processed a refund and it was success from our End , i request customer to check with Card Company as it might me adjusted in some payments.Already attached Receipt of refund in last response.
  
  Please get back to us with the response from your Card company so that we can help you further.

  Regards,

  Instafixus llc

  Customer Answer

  Date: 04/25/2023

  [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:
  

  Thank you for your assistance in resolving this matter. The vendor has indeed made the refund as requested and it has been received through my father's credit card account. I am grateful for your help. And I thank the vendor for their consideration of my father's circumstances and obliging my request for a refund. Very much appreciated.

  I am satisfied that Complaint ID ******** is resolved. Thank you once again for helping me and my father. 

  With kind regards,
  
  ***************************

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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 February 5 of 2023 I contacted Instafixus.llc to assist me with reclaiming my passwords for my email accounts. They were able to do that but then told me that my ********* License for My ******* ** computer had expired. They then asked for $599 for a three year license. I checked with ********* lalter and found that my License for the copy of the ******* *** program that I have installed in my computer does not have an expiration date.

  Business Response

  Date: 03/02/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  Instafixus LLC

  Customer Answer

  Date: 03/08/2023

  [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,
  
  *****************************