Complaint Review: Computers Plus Service LLC

I have experienced extremely poor communications and customer servicing by Computers Plus Service, LLC.  They've made it abundantly clear that they care more about money than servicing their customers. 

In November,2009, I took my laptop to Computers Plus Service, LLC because of IE wiper errors.  I was told by the technician on duty that the problem was caused by malware and their $29.95 scan should take care of it.  Or I would need a PC tune-up which also cost $29.95.  If the service were to cost more than $29.95, I would be contacted to authorize it.

At pick-up, I was charged $59.90 ($29.95 for a virus scan and $29.95 for a PC tune-up) - twice the agreed upon price.  There was no explanation of the double charge, no authorization call and no info about the root cause of the issue.  Also there were 2 unexpected things when I booted up the laptop: 1. a dual boot message displayed to select an operating systems and 2. a new Avira software icon was loaded to my desktop.

I called Computers Plus Service, LLC and spoke with Kevin Germain, who identified himself as the owner.  He told me that: 1. the dual boot message was an error from the diagnostic that they could fix, 2. Avira was a free anti-virus software that they loaded and was better than what I had and 3. my laptop needed both a virus scan and the PC tune-up which is why I was charged for both. 

In December, my laptop was attacked by a virus and no longer could access the internet.  When I returned to Computers Plus Service, LLC on 1/8, I was told by the technician on duty that

1. He didn't know what Avira anti-virus software was and the person who installed it was no longer with the company

2. Avira software did not peform real-time updates which was why my laptop was not protected

3. The dual boot message looked to be the result of the loading of a 2nd operating system. 

I requested that the dual boot problem be fixed, the virus be removed and the Avira software be removed. 

Kevin Germain called on 1/11/10 to tell me that he would not remove the virus without additional payment.  He defended the Avira software and told me that nothing catches everything.  He said he'd fix the dual boot problem, but would not remove the Avira software because it was now infected and to do so, he'd need to remove the virus.

He ended the conversation by saying he couldn't make money by performing work without payment.

I filed a complaint with the Better Business Bureau.

The response from Computers Plus Service, LLC was disappointing in both the errors in fact, as well as the dismissive tone expressed by Kevin Germain. He was unwilling to stand by the answers provided by his technicians and failed to offer any resolution to the problem. 

In his response to a subsequent inquiry by the Better Business Bureau, he referred the issue to a local attorney.