Complaint Review: My Computer Works Inc. Luke M Ford Is CEO And President - Scottsdale Arizona

I am Luke M. Ford. I am the CEO of My Computer Works. I do not remember every speaking and directly communicating in any way to this gentleman. I would like to start by saying My Computer Works has thousands of customers in every state in the country and every province in Canada and has a referral rate from our existing customers that account for over 50% of our new business. Referrals drive MORE business than our TV, Radio and Internet marketing combined. It is a shame that ONE person, who appears to be a lawyer (or at least acts like one), can drag a small company, in which 60% of its employees own part of the company, through the mud on false allegations. We have more than 40 employees that work very hard and are very proud of the service we provide. It is too bad that gentleman like this have the ability to try to ruin the positive impact our employees are making in this market. 'My Computer Works', with Luke M Ford as CEO and President, is under investigation for multiple illicit actions, misleading ads and fraudulent billing procedures that stem from TV and Radio ads. These advertisements were broadcast constantly, day and night. I suspect that their ads have been banned in our State Of Florida since they are no longer seen on television or heard on radio. Under Investigation by whom? As far as I know, and I think I would know, we are not under investigation by anybody. Our ads have run for 2.5 years. The location and frequency is determined by our marketing department and available airtime. With the recent election, we pulled back our marketing spend because of the cost, not for any other reason. Our advertisements are banned nowhere and are reviewed by both the networks and agency for accuracy before they are ever released. My problem with 'My Computer Works'involves false advertising and fraudulent banking procedures. When my computer began to malfunction, their advertisements claiming to improve computer performance and to solve computer problems, gained my attention. The ad mentioned nothing about recurring charges or limitations to their abilities to solve computer problems. There is nothing false in our advertisements nor is there anything fraudulent in our banking procedures. Our ads clearly state Activation fee and $19.95 a month, this clearly defines that it is a monthly recurring fee. This was also explained to you on the phone by our sales department as your PC was Vista not XP which costs $24.95 per month. We offer other plans and services as well. We do not hide the fact that what you bought was an annual service contract billed in monthly installments. We offer hourly or one time support for those who want it. We also offer the ability to pay for the entire contract at once, we hide nothing in this regard as we want to offer the best service suited to the client. You have to accept our Terms to use our website or services; also a copy of the Terms was emailed to you. As to not explaining limitations to their abilities, it's a 60 second commercial, we can't even explain what all we do, let alone can't do in that period of time. Your claim is a ridiculous red herring. One major problem was that my computer was shutting down automatically 10 to 15 minutes after booting up. Obviously, there was no internet connection. When they began their remote operations, the five technicians from 'My Computer Works' performed all the same tests I had already done. In fact, there are free utility programs such as 'Glary Utilities' that, with one click of a button, performs the exact same functions as the technicians. They then informed me that the service did not have the ability to test or repair any hardware including hard drives. I realized that their service was completely useless. As I found out later, the core of my machine, the hard drive, was damaged beyond repair and I purchased a new computer. At the time, I had no concern about flushing the small amount of $19.95 down the toilet. Now you say your PC was shutting down, you told our technicians it was rebooting or locking up randomly. Do you even know the difference? You also now claim Obviously, there was no internet connection. You went to our website and downloaded and attempted to run two different remote connection applications at our tech's direction during your first support call. This action requires a functioning internet connection. You also omitted key information whether it is to our techs or to the readers of ripoffreport.com. You neglect to mention that you told our tech during the first call that the issues occurred after you performed an upgrade install of Windows Vista from XP. It turned out that was not the case. After we assisted you with doing a format and reinstall of Windows XP, we were then able to connect to your PC (your internet connection obviously had to work here as well). We then proceeded to download and install the needed drivers and baseline applications for your PC. We also examine Event Viewer as part of our standard operating procedure upon first connection to a PC. Obviously there won't be any history pre-install but anything post install is there to examine, there was at that time no sign of impending hard drive failure or damage. Glary utilities can do NONE of the preceding, contrary to your claim. We then proceeded to assist you with the installation of your printer, upon connection of the printer your PC locked up. You then divulged this is WHY you did a self upgrade install from XP to Vista. This shows you have a complete lack of understanding in regards to trouble shooting or proper installation of Windows. Our tech then proceeded to tell you that your PCs past instability and issues may be a PC hardware issue (likely the motherboard). You stated that you KNEW the printer was the root of all your problems and that you were just going to buy a new one. Our tech then advised you test out the PC for the next few days to make sure it was stable before doing that. Your claim of us saying we are unable to test hardware is inaccurate as well. It does require that the PC be functional enough to test, but yes we can test for failing hard drives and ram. The belief on your part that anyone can repair hardware failures remotely is lunacy, no one can miracle a failed component back to health. If in fact your hard drive was the part that failed we would have suggested you purchase a new one from a local or online vendor at far below the cost of a new PC. From all signs it would appear that the motherboard was at fault, that we cannot test and depending upon OEM availability may not have been easily or affordably replaced. Just pointing out your story really doesn't add up yet again. You then called back 3 days later and the PC was freezing and crashing again according to your description. You informed the tech that you had bought a new PC and wanted to move the service to that one. We informed you that there would be a transfer fee to move the subscription per the Terms of Service. You told the tech that you wouldn't have to pay it. Given that you had now used nearly 8 hours of tech time, we were not going to waive the fee stipulated in the contract you agreed to. You then called back 3 days later with the new unsubscribed eMachine because you could not get your Carbonite backup service to work right. You were informed AGAIN that the service is an annual contract per PC and that there is a transfer fee involved. You then agreed to the terms and allowed the tech to transfer your service to the new PC as you wanted assistance. This completely refutes your assertion that you were under the impression that our service was a onetime fee of $19.95. This coupled with your later actions show that you intended to defraud our company by agreeing to the transfer of the service and entering into another contract to receive assistance with the intention of reneging on the contract after getting our assistance. The $19.95 that was advertised miraculously turned into a $809.52 charge. I was charged $397 for the original computer session that Mr. Ford automatically debited from my account. A charge of $94.90 each month for 12 months in recurring charges was indicated on the billing invoice this company sent to me. Mr. Ford Had the nerve to charge me $67.72 for a future tune-up . With a new computer, I did not need or want a tune-up that I was capable of doing myself. As the advertisement, salesman, website, email and technician informed you, the $19.95 (in your case $24.95) is a monthly recurring charge as part of the annual contract that you agreed to TWICE. Per the Terms of Service your failure to pay resulted in the matter being turned over to collections. Per the TOS that you agreed to (TWICE) you can pay the contract as agreed or you can be charged for each billable hour used at $79.95 (9.5 hours x $79.95+ $50 collection fee = $809.52). Your claim that we charged you $397 for the first session is also blatantly incorrect. You Visa was charged AND credited $1.23 to validate the card for use, it was then charged $94.90 on July 14th (transaction ID 1910536519). You then are blatantly incorrect again claiming we charged you $67.72 for a future tune up. Per your request we charged you $94.90 on July 24th to transfer the service to the new PC (transaction ID 1923288749). All of our fees and billing structure are clearly laid out and were explained to you on several occasions. I quickly went to my bank and closed my debit account to prevent Mr. Ford from further embezzlement. And here lies the proof that you intended to defraud us. You agreed a SECOND TIME to a contract and our TOS, you used our service again and then immediately closed your bank account. This appears to be theft of service. After I created a new account, he was unable to pilfer any more of my funds. Mr. Ford then phoned me and in an infuriated tone demanded that I owed him $809.52. In a calm voice, I told him of my refusal to allow him further access to my account. I then told him that he owed me a refund for a tune-up that was never done and for the failure of his service to solve any of my computer problems. I also asked him why I never received a contract that indicated the real cost of his fraudulent service. He stated that the contract was on-line and that I should have read it first before using the service. I pointed out the fact that I had no internet connection to find the hidden contract (hidden contracts are illegal) because my computer was not functioning. I indicated that without access to a contract, the contract is immediately set aside and voided. He angrily slammed the phone. I never called this gentleman. In fact, I don't remember this gentleman every calling me. I have been in business, myself for 20 plus years, anybody that knows me, would know this is falseslamming the phone down..this one is almost funny, if it weren't offensive to me and my employees. You have spoken to our sales staff, technicians, billing department and an outside collection agency. You were emailed two copies of the Terms, you were exposed to them on the website on several occasions. They were also verbally explained to you on several occasions. You again are blatantly inaccurate when you state you had no internet connection to read the terms. How do you use a remote support service for 9.5 hours without an internet connection? We have shown these claims to be absurd. Transworld Systems Inc., a collection agency, is attempting to collect the $809.52. Of course, it goes without saying that Mr. Ford can expect no payments to be made. Furthmore, The Florida States Attorney General finds this case quite compelling and I do not think Mr. Ford has heard the last of this. Buyers be very aware of this fraud! Howard Cape Coral, Florida U.S.A. We suggest you look up the term libel, as that is what it appears you have committed in addition to violating a contract and theft of service. Our company is done responding or dealing with this gentleman. We have thousands of happy customers that praise our work. If we have one person that appears to be more interested in stealing our service and then telling folks about it after we (a small business) try to defend our self, it is not worth our time. Don't expect any more response from this posting from My Computer Works. We are busy helping other customers. Sir I wish you the best of luck.