This company has absolutely terrible customer service, backing up sub-par IT support. We signed a…read morecontract at my office last year after they canvased the area advertising their services. We are a very small business (7 people) with limited IT needs, so an hour a month was all we signed up for. I asked if our hours could accrue since we generally didn't need one hour every month, and was told that they didn't like doing that, but yes, we could do that.
When it came time to use their service, I had maybe three hours saved up. I needed help putting a firewall in place to add one building to an existing HVAC network. The tech they sent out was woefully inadequate, and we had to get a new person out the next day. He arrived without a charger to his laptop so was unable to do any work. He came back out again later in the week (with a charged laptop) and ultimately finished the job but not before somehow messing up the connections to the other buildings he wasn't even working on in that system, then spending two hours to repair. When I got the bill, it was for 7 hours of work, which included the 1st and 2nd visit as well as the time spent repairing what was working just fine when he arrived, all at a rate higher and not including the 3 hours we had saved (because this was a special project, I was later told, and therefore our old support hours didn't count). I was furious and attempted to reach someone to talk about my incorrect bill.
I spoke with the owner, Ray, who aside from talking to me like I was an idiot held his stance that if I wanted a tech to come out, I had to take the risk that he might break something and I was obligated to pay for all of their time. He said they already paid their techs so I had to pay him, and when I pointed out that for the two initial visits, absolutely no work was done due to the ineptitude of his employees, he said there was nothing he could do. Finally, I was able to negotiate the removal of the two hours that were charged where no work was done, and I cut my losses for the rest.
Cut to the tail end of our contract where I attempt to find out how many hours we had saved. It took my contact two weeks to tell me we had 5, and when I asked him if they would honor those 5 if I canceled my contract early, he said no, not if I canceled before the contract was up...BUT as an alternative I could just wait until my contract expired in two months, at which time I'd have 7 hours. I said ok, I'll do that, IF they would honor the contract hours after that? To which I never got a response, and admittedly, did not follow up on.
So now it's two months later and I finally have some IT needs in the office with a new hire and new computer setup. I realize they charged me for another month after the contract ended, and emailed to ask that they refund that, and to see about scheduling some of the hours of support. The charming Ray jumps on the email (thanks for that, Joel, who just never responded to me) and tells me that per my contract, they owe me nothing. Cue an email string where I ask him to show me on the contract where it says I don't get to use my hours already paid for, and he tries to lecture me on how contracts work. Which I know, because I'm in property management and write and read contracts constantly. I told him I just wanted the hours we had already paid for - I wasn't asking for more than what we had paid - but I was met with silence and still haven't heard back.
To sum up my long tale (if anyone's still reading)...I deal with vendors all day and have never been treated this way from any of them. I can't recommend enough that if you are looking for a small business IT support company, you keep looking and save yourself the headache and wasted time with Office IQ.
