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Geek Squad
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329 complaints
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K
11:38 am

Geek Squad - Unauthorized charge.

Kris Lowry 972-971-8249

I received a notice on my paypal account on 5/5/2022 for an invoice submitted for $399.99 for tech services that i never signed up for. I tried calling and Craig was no help. He continued to tell me i have to have the computer in front of me to cancel. What part does he not understand I never ordered this service so how am I to know what computer its on. I have 2 laptops and desktop that are all over 5years old and have never had Geek Squad tech support on them so how can i know what computer hes even talking about. You obviously have my name and my email/paypal information to be able to invoice me so I think that is all you need to cancel something i never ordered to begin with. I need to know how to get this resolved without having to pull out all 3 computer/laptops that are never even used anymore. Again stating that my year subscription expired, these computers i have are well over 3 years old so why wouldnt i have gotten notice before now that a yearly subscription expired. There is something that just does not make sense about all this and sounds very shady to me.

Desired outcome: I want the invoice for $399.99 removed from my paypal account [email protected] and i want this subscription canceled that i never authorized to begin with.

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A
6:26 pm

Geek Squad - Tech Support

I have paid for this service for many years and the service just keeps getting worse. After the last week, with agents creating more problems I then have to call back to have fixed, I will be searching for a new tech support company. They currently can’t even support their own service. Their agents get disconnect mid service and don’t have the capability to call you back, so you just get to call in again and explain it all again. It takes literally hours and hours to get a simple problem fixed. I used to like Geek Squad, and now I can’t stand them!

Desired outcome: Fix my freaking computer! It’s what you’re supposed to do! I also think I should get a partial refund since you can’t provide the service I pay for!

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N
4:44 pm

Geek Squad - Auto Renewal Service--- Unauthorized

Serious complaint here---I received an email April 28th 2022 at 10.42am Thanking me for renewing my service & a payment of 339.99 USD has already been charged to your account If you wish to cancel your subscription and claim for your refund then call us on +1 802 209 3565 -----I called back immediately to Cancel as I did not authorize this transaction at all. --- The first person I spoke too was a woman who in order to cancel my account she had to log on to my Computer & download files. She could not confirm my account info at all . ---Then she transferred me to a Tech a man who again could not confirm my account information nor any details either . Once he was done with the apps that were downloaded I was transferred to the Banking Dept to another man who supposedly would do the refund. He couldn't tell me my account info either Nor as the Banking Dept give me any details of what account was debited to take their fee; instead he kept wanting me to provide him information. I let him know I would never give out any financial info etc & any subscriptions would be done thru a piece of credit & as he was the Banker he could provide me with that info. I told him I would be contacting my Bank to Stop payment, he said No no don't do that! just wait when the charge has gone thru we will credit you back. Then he hung up . ---- The whole process took a good 20 mins or more. I did contact my Bank. Made sure my Anti Virus was up to date etc ---This whole process borders on a fraudulent transaction 1st it was unauthorized, 2nd to ask for personal Financial info seriously! 3rd you can't provide account details ?-----I want a call back from someone in Authority on this matter asap.

Desired outcome: A call from someone in Authority in the Company who can explain why this happened period & hopefully get those changed So no one else is put thru this. Ref# GK-347615

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D
7:28 am

Geek Squad - Customer service

The most horrendous customer service ever. Barely able to speak English. Horrid appointment windows expecting you to be home for 8 hours. Just to make an appointment took 1 hour. I requested a call and he refused. I had to keep asking if they were there because moments of silence would pass 15-20 minutes at a time. The wrong appointment window was given to me. The agent refusing to call me I got frustrated and ended the chat to try with someone else and got an even worse English speaker. This one canceled my appointment all together. All the money Best Buy makes you’d think they’d hire English speakers to handle their customer service, trouble shooting and appointment making lines. How can you solve problems when the biggest problem is the language barrier!

Desired outcome: I was just trying to get an appointment for my broken tv that’s insured and covered through them!

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R
5:39 pm

Geek Squad - Repair Services for Camera

I purchased a camera from Best Buy March 2022, two weeks later the camera was acting up so I took to "geek squad" for them to look at. They told me it could take 1-4 weeks to repair and they had to ship it out to their "main headquarters". I recieved a few email updates stating it was being shipped to Illinois, recieved a notification they recieved it, and now its been a week since the last update. I chatted "Geek Squad" via chat and spoke to four different representatives in one day, every single representative told me something different on the status of my camera. One said it would be ready for pick up by end of day (yesterday) and wait on email to pick up. Called today when I didn't get email, was told that the camera is "being tested" prior to being shipped back, spoke to another rep who says it was STILL in transit to illinois, and the final rep said to just wait on the email to pick up when its finished. I called and asked to speak to supervisor and after waiting for 15 minutes they hung up on me. This camera is part of my income and I'm absolutely livid, I've asked for phone numbers to speak to the facility its being repaired at (even just to ask whats wrong with the camera), and all they do is give me Geek Squads main phone number ive already called. Never using their protection plan again and not feeling confident I will even get my camera back with its lens

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K
4:33 pm
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This review was chosen algorithmically as the most valued customer feedback.

Geek Squad - Customer service

To whom this may concern; My name is Kayla Devito, I purchased a yearly membership with geek squad at the best buy location in Toronto (65 Dundas Street West) on 04/03/22. I have experienced some of the worst customer service and am left without any of myquestions answered for a service I am paying for. This is extremely frustrating. ( I spoke with 3...

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Geek Squad - Cancel subscription immediately

I have talked to five different people who give me 5 different stories on how to cancel the subscription. I've been on hold today for 2.5 hours, just to get put back on hold and passed back to the waiting recording. I just want the subscription cancelled. Now, I'll have to call my credit card and have them refuse the payment. This is the worst customer service experience I have ever had.

Desired outcome: Just cancel my subscription. It's not rocket science.

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M
10:32 pm

Geek Squad - Geek squad protection plan cancellation

My complaint number with the Geek squad is 44299207.

There was a sales guy who did not inform me about the cancellation fee for the Geek squad subscription. I am screwed up and end up paying $28 monthly for 10 months without getting value for it. It's totally the worst experience with the geek squad for making things so hard for customers to get decieved.

Desired outcome: I Do not want their protection plan and should stop charging me every month for which there is no value.

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J
11:40 am

Geek Squad - Complaint

I had a broken cell phone and I chose the advance option for the GS protection plan. I have submitted everyhting from my side but I am still wiating on my $1000 deposit from there side.

GS mention that you weill receive that in 3-5 business days. But I am still waiting to get my deposti back : after 3 calls to the customer support and waiting for motre than 10 days.

I don't recommend GS for any services. They have a huge T&C but when the time comes for them pay you back what is your money, they always foeget the T&Cs.

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E
5:34 pm

Geek Squad - Computer Services Membership

Called 5 times to get my lap top trash been fixed. My system is not allowing items in my trash can to go away. They re appear after 2 weeks. Its so frustrating that no one is able to fix this issue. 1 guy came to my house and said the situation was resolved in 5 min. 3 other calls to techs in India and they all said the situation has been resolved but so far it has not!

Desired outcome: I want an EXPERT in the USA to come to my home and fix this per the membership i signed!

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T
12:30 pm

Geek Squad - Remote assistance on 2/11/2022

Yesterday, 2/11/2022, I submitted a request for remote assistance for issues I was and am still experience using Office Applications and printing. The issue was explained to first line Agent Patti, Nagendra, who escalated the case (Session ID: CAS-11203685-H1M5Y7, Date: /Date(1644617976000)/) to second line support, Agent Kunadharaju. The latter remotely gained control of my laptop and assured me to help out satisfactorily with the issues I was experiencing. For ease of reference, I was and still is unable to print any document to my printer (HP Officejet Pro 810) as each time I was sending the doc for printing, I was alerted that the printing preview is not available. When I press to print the doc even without preview it, I was and I am still receiving a very long error message. If I print to pdf, I can preview the doc and can save the doc a pdf.

Additionally, when I open any Office application, especially Excel, the doc will try to open but an error message pops up, telling me that the printer is not available. The a window opens up asking me to set up the printer. No matter what I do, I cannot proceed and fail to open the doc to work on it.

Agent Kunadharaju, after talking with me over the phone to better understand my issues, attended to my computer remotely. I was watching what he was doing.. He spend more than an hour but the issues were not resolved. I saw then that the laptop was shot down. As usual when a Tech remote reboot my laptop, I waited until the computer is fully rebooted. I waited to see whether Agent Kunadharaju would regain control of my computer again, to no avail. I Yet, I have put the PIN in a notepad file so that he could again control of the laptop without me having to input my password. I waited for about 10 minutes, expecting that Agent Kunadharaju would call be back, to no avail.

This is how, unexpectedly, Agent Kunadharaju left me stranded, without resolving my issues< without even daring to apologize for not having resolved my issues, and advise as to what I was supposed to (maybe to bring the laptop in-store for further attention).

Worth stressing that I have never receive such a lousy, poor and unprofessional from Geek Squad. He wasted my more than 1:30 hours of my time and closed the case in very unprofessional way. Such behavior needs investigations.

I may be contacted for any additional information on this case. Last night, I made an in-store appointment to get all my issues attended to.

Sincerely.

Desired outcome: Agent Kunadharaju needs to be closely monitored for his interactions with customers.As for me, I need some apology and to get my issues resolved fortnightly.

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H
10:21 pm

Geek Squad - Missing items, incomplete job

I went in to get some parts upgraded as well as an installation of a graphics card. To my surprise when I got home, the graphics card was loose. The screw was apparently missing until I looked at one of the side panels and found the missing screw. This led me to ask where the other side panel screw had gone. I checked the box I had given the geek squad guy and there was no screw. Apparently it had either vaporized, or one of the employees at geek squad lost it. They had assured me all parts had been properly installed but this was not the case. Also to make sure that the employees understood that there were a total of 5 screws (4 side panel screws + the graphics card screw) I had labeled a bag "Side Panel Screws + Graphics Card Screw." I thought this was enough, but just to be sure I had mentioned it to a man named David. Yet the item inexplicably is gone now. In addition to the missing item and the improper installation, I was also expecting my old hard drive back. I had my hard drive upgraded and all the information on it transferred on to my new ssd card. It was not made clear to me that this part would be trashed or whatever you guys do with old parts. I am an understanding man, and I can accept that accidents happen. However, $200 is a lot of money for me, and I was assured a quality job.

Desired outcome: I would like my missing items back, as well as some financial compensation. Perhaps a gift card or something similar mailed to me. I would also like an apology from geek squad.

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L
11:04 am

Geek Squad - Product Name : Geek SQUAD protection

Invoice No: R 2553 -4732-T 44

Good day ,

Please note that this product was canceled day 1 as users had no use of nor interested in the product. No..! such services should be auto pay after said user canceled, called, and submitted email to inform Geek Squad Protection as to customers refunds and concerns. I have not used said product and requested cancellation back in 2021 due to the product wasn't of interest to me. I have called and spoken with rude staff who were arrogant when I was simply trying to get my refunds that were unauthorized. Said representative told me not to waist his time and to go ahead and file a complaint I was taken back by such contrite and obtuse sorry vernacular. Please correct this matter as soon as possible because it is and has been an unauthorized transaction.

Thank you,

Ms. Williams

410-262-6865

Desired outcome: I would like my refund as well as an apology as it was very unnecessary.

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Geek Squad - Fraudulent charges and not providing service

I have purchased the geek squad protection and provided all information needed for the purchase on May 7, 2019, for 16 appliances
Fridge 2, microwave 2, washer 2, dryer 2, stove 2, dishwasher2, about 16 appliances which we were sold the geek squad protection and was told it covers all damages.
One of the fridges has some damage which we were told is not covered, Howard one of the managers has informed me the cost of the plan we have is $192 and we were charged $350 for the protection because it contains all protection. despite the overpriced purchase, we were still denied access to service
I am unable to upload doc because they are pdf, will be willing to provide evidence of information given regarding our warranty

Desired outcome: fix the fridge and the condition of the warranty honored as agreed during purchase .

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C
12:47 pm
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Geek Squad - Laptop service issues and process to resolve complaints

My family has used Best Buy and the Geek Squad for years & until this year were extremely happy with the services received. This year has been a nightmare. At the end of July I brought in a perfectly good computer to have a larger SSD installed. What followed was a long sequence of problems, ranging from returning the laptop with the new drive, still in it...

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J
4:45 pm

Geek Squad - problem fixing a problem

I don't really like to scold people who do something that breaks by work. But, on January 10 contacted the Geek Squad because my Webroot had three points that suggested something should be fix. After some time, a day or so, I was told the computer had ben fixed. I turned on my computer to do some writing, when I realized that the PDF documents were not readable. There was a note that these documents could not be used because, I guess, my Adobe XI Acrobat Pro are the only ones I have because the new ones are expensive. Perhaps the softword had a changed so I could not use the PDF documents. So, I called back to the Geek Squad and asked them to return my use of the PDF. Another worked and new day, I was told that it was fixed. So, I started the next day and with my research and the email that I read but when I tried to open something (blue lines) that was in the email. The notice I got each time was "Microsoft Outlook: Your organization's policies are preventing us from completing this action for you. For more inf0, please contact your help desk, " I was unable to open any of those parts of the email. I know nothing and I tried again, fourth time to get something fixed, but I missed myself to get the Geek Squad. I found someone local to fix it, and it did. But to do that, he had to close the Webroot. I'm afraid to turn it on. I don't know how to do the next and at 85 I'm not good on computers.
I don't have the first one.
Second Session ID: CAS-10920928-Z8M5G0
Date: /Date(1641925409000)/
John Isch
[email protected]
member of the group paid for Geek Squad
New Ulm, Minnesota

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S
3:42 pm
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Geek Squad - Service department

There are sketchy Techs that add "Tuneup " to paperwork when all I asked for was removal of a forgotten password on my laptop to retrieve photos. The tuneup removed all of my other files. When I returned to the store I was told there was a two week wait but I could take it to any Best Buy near me. When I called Geek Squad and told them what happened, they...

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J
10:58 pm

Geek Squad - I want problem solved!

I didn't receive a notification of renewal this year. My Geek Squad and Web Root was renewed on 12/13/2021. They also upgraded my Geek Squad to Total Tech without my permission. I was paying around $149.00 a year and now it's $209.13. I contacted them today and they were working on the problem with me then they ended the session abruptly. All I wanted was to go back to my old plan and be refunded the money they took out of my credit card for the difference in the two plans. Is that how you treat loyal customers? I have been with you since 2013 but if you don't work with me on this problem, I will be contacting an attorney.

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L
12:34 pm

Geek Squad - Online Printer Repair

I contacted Geek Squad on January 5, 2022. I was attempting to scan some documents and the notification stated that I needed to upgrade the software. I contacted Geek Squad because I was having difficulties.
I spoke with one Agent and he informed me that there was nothing wrong with the device however I had a Trojan Horse planted on my computer. In order to get it fixed, I would have to pay a Technician $50.00 to come out to my home to install a firewall and I would also have to put up a $1500 totally refundable security deposit. I have the protection plan and should not be charged for those services.
When I told him that I could not afford to pay for that repair he had his manager contact me. This individual wanted me to go to the Store and purchase some Best Buy Cards that they could activate. When I refused, he called up my Wells Fargo login page and asked me to put in my Id and password. I told him doing so would allow him to get into my bank account. After going back and forth, he hung up on me and kept saying that everything would be wiped off of my computer.
It dawned on me that these people were not being honorable and were trying to commit a fraud.
I have their names and phone numbers and will share when I speak to someone in corporate. I am very disappointed.
I called Geek Squad again and the issue with my scanner was resolved in less than 45 minutes and no charge was requested.
Again, I would like to speak with someone directly so that I can provide additional information.

L. H. Jones 704-609-4075

Desired outcome: Terminate the agents employment. If they did this to me, they are probably doing it to other customers.

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T
11:41 pm

Geek Squad - Driving

On December 22, 2021, at approximately 11:45 AM, while traveling east on Whites Bridge Rd/CA hwy 180 from Kerman, CA to Fresno, CA. Near South Hayes Avenue I notice a brown Ford van following very close behind me. I was travelling 55 miles per hour, which is the speed limit for that road. I tapped my brakes several times in an effort to get him to back off. At the intersection of Whites Bridge Rd and Polk Ave. the van decided to cross a double yellow line and pass me and was in the process of passing while going through the intersection. This was an illegal passing move. He was speeding, crossed the yellow lines and passing while going through an intersection. After he pulled back into East bound lane, I observed Geek Squad with a Best Buy sticker and the vehicle number 29435. I assume from the stickers he is probably associated with Best Buy in Fresno, CA

Desired outcome: The driver should be reprimanded for his driving habits. It is very dangerous and puts lives at risk.

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Update by Thomas Hooten
Dec 22, 2021 11:45 pm

There is probably not anything to resolve my issue personally, however a reprimand from his supervisor and removal if the driver does not change his driving habits.

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