ComplaintsforTekSavvy Solutions Inc.

• Initial Complaint

  16/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  had zero service for a week and two weeks worth of service that was dropping and not working to the point I had to use my data. I called September 23 and was helped by a gentleman who was nice enough to provide 3 weeks worth of service free due to the huge issue and two times of service people not showing as well as help me troubleshoot.Called today and am told they have the call and acknowledge the employee told me that but he shouldnt have because even though my internet wasn't working and I had to pay a higher phonebill for the data and troubles too bad. Spoke to the supervisor and manager who told me ***** can do anything and i can cancel my service if i dont like it.Will be looking into any legal action I can take as well. To have offered a verbal promise to a customer, have them depend on that credit and then say too bad is appauling and unacceptable. zero remorse and very quick to say too bad, cancel your service if you dont like it oppose to find a solution.

  Business response

  16/10/2024

  This issue is being investigated by Customer Relations Coordinators. We understand from notes on file that that customer's service was down for 8 days and intermittently for approximately 2 weeks. Downtime Credit of one week and 8 days Courtesy credit. it was explained to the customer multiple times that TekSavvy does not issue credits for intermittent service.

  Regards,

  Customer Relations

  Business response

  16/10/2024

  Hello,
  We have spoke with the customer regarding this complaint and reached an agreement. 
  Thank you

  Customer response

  16/10/2024

   
  Better Business Bureau:
  

  I am thankful that a young lady took the time to review the calls unlike the: frontline employee, supervisor, manager, and initial employee who responded to my BBB complaint today without doing so. I appreciate her assistance and hope they ensure all employees are engaging with customers in a similar manner: as it would have been very unfortunate to loss a customer over 15 dollars max that the company initial promised and attempted not to honor. Thank-you. 

  Sincerely,
  
  Ashlene Crichlow

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After cancelling my **************** with Teksavvy, I returned my router within the timeframe requested. After a few days I received an email saying my router was damaged beyond repair and as such, they would be charging me the full $199 +tax price of the router. Obviously I reached out very confused as to how my router was damaged beyond repair when it was in good condition leaving me. Teksavvy informed me this was due to tape residue on the router. A fully functional router with tape residue, suddenly deemed as damaged beyond repair. In Teksavvys own terms and conditions they cited against me as their reasoning - it clearly states the router is to be returned within the time frame and be returned in GOOD WORKING CONDITION as it was. Thats all. A supervisor reviewed the photos and said because they couldnt sent it to another client in its current state (literally would just need to clean the exterior) they would go ahead and leave the full over $200 charge on my account. No where does it state your router must be in perfect cosmetic condition to send to another client immediately in the cited TOS, nor is the tape reside damage beyond repair tape residue is removable. While I did have to use tape to secure my router at one point due to the Internet cable in my home being less than a foot long and beside a window ledge (something they were aware of since they saw it during install), it was secured in place to that ledge so the router would not fall and ACTUALLY be damaged beyond repair. Im requesting the charge be removed from my account as it is excessive given the circumstances, and Im writing this complaint as no one is willing to follow up with me since my initial phone conversation despite replying to the accounting departments email, which I received a nonsense response basically recapping my initial phone conversation once again. Stop trying to intimidate to consumer and nit pick to get an extra dime!!

  Business response

  13/08/2024

  Thank you for bringing this to our attention. We have removed the charge of ****** plus tax from your TekSavvy account.

  Thank you.

  Customer Relations

  Customer response

  13/08/2024

   
  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. Thank you to the customer relations team for their prompt and efficient response. 
  
  Much appreciated,
  
  ***************************

• Initial Complaint

  30/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tek Savvy has been my ISP for over 2 years now and cuts out daily. Between a 9 to 5 work day (I work from home), my internet has not functioned between 20% and 60% of the time every day. Every *************************************** service. It has gotten much worse ever since I began filing complaints about them - I believe they're intentionally "throttling" my internet service in hopes of getting me off the service, which would not solve the issue in any case. After 10+ hours of troubleshooting with TekSavvy, following up after they've failed to, waiting for phone appointments that they miss, having to inform them that the technicians they sent to deal with the problem never showed up (multiple times), after being hung up on while on hold multiple times, after hearing a manager say "I don't give a fuck" about my case while he thought he was on mute etc. I began to ask for either my money back or compensation for further time spent troubleshooting. They have refused to compensate me for my time, refused to provide me with technology at no extra cost - barely more expensive than what I currently have - that would resolve the issue, they refused to send a tech person out to troubleshoot rather than have me do it, they have consistently lied - every single phone call - about the options available to me regarding my complaint, they refused to give me a direct line to the person handling my case, and have forced me through 1 hour + long waits just to reach my case manager at least ************************************************************************** deceptive agreements, and when I asked her why she was doing all of this, my case manager said "because that's my job." This has cost me now 40+ hours of my time, mobile data costs, lost work time, and has taken a sever toll on my mental health - imagine if you work online at home, and every 8 minutes your internet stops working for 4 minutes.

  Business response

  31/07/2024

  Hello, we looked into the account to familiarize ourselves with the issues. When we did, we found this account is already being investigated with ****. Pending the results of the **** case as unresolved TekSavvy agreed to continue troubleshooting the issues with the customers assistance. ********************** has offered a $20. credit for 12 months. The customer has not agreed.

  We need to wait for the end results from ****.

  Thank you.

• Initial Complaint

  13/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been waiting for almost 14 days and the tech didnt even show up???Honestly I have never been so frustrated with a company. First it was the wrong date for the installation, technician showing up on the wrong date for installation/activation then I learned that **** closed the installation ticket as closed even though no one showed up and I dont have internet access. Then Teksavvy opened a new ticket to request a service technician. After waiting for a week we got a response and they were supposed to show up today. And today no one showed up? Teksavvys only response is we dont know. Is this a joke? Why am I waiting for almost 2 weeks now and still dont have internet. Now they said they need to open a new ticket and request and wait again. What the hell?? I dont care if its 3rd party or someone else but who is going to ask questions? Cause Teksavvy is not and only the customers are getting screwed. I have never seen such a bad service from an **************** in my life. Doesnt matter if their prices are appalling if you are not getting service.

  Business response

  14/07/2024

  Hello, 
  
  We apologize for the delays and no shows you have experienced. Your patience and communication with us has been admirable, as we understand how extremely frustrating this is for you. This is frustrating for TekSavvy as well, as once the tickets are placed, we have no visibility on the technician or work order they follow. We have placed a reschedule request for you and will follow it very closely, as we want to make sure your service gets activated as soon as possible. Again, we apologize for the chain of events, and we appreciate you giving us the chance to get this service activated for you. 
  
  We will update you as soon as we have a date confirmed.

  Customer response

  14/07/2024

   
  Complaint: 21985556
  
  I am rejecting this response because: we are only waiting and waiting and nothing is happening. Unless I see an action I dont care about their responses because so far it has only been talking. 
  
  Sincerely,
  
  Alp Deniz Senyurt

  Business response

  15/07/2024

  Hello, 
  At this time we are unable to assist this customer any further. The account with ********************** was cancelled after filing this BBB complaint, and we were unable to assist with a resolution before the cancellation took place. 

  We apologize again for the delays that took place. 

  Thank you,

• Initial Complaint

  31/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  TekSavvy was charging us for internet without completing the setup so we had no access to it. They didnt show up to installation/modem appointments and did not offer us a solution in a timely manner. They also told us on the phone that we would not be charged, and proceeded to do so anyway. We finally went through **** to get our money back after cancelling (late because we didnt realize we were being charged at first - because we were told they wouldnt) - **** managed to get some money back through a chargeback and now theyre going through collections claiming that simply the line being setup qualifies as services used. Language is not disputable and this doesnt hold up - the claim is that we were provided with internet we need to pay for, we didnt get internet - we never signed up to pay for a line we had no access to. Their terms and conditions also state the agreement is only valid if services are used, and like I said we had no access to the services because the installation was never completed. This is an error on teksavvys part for activating billing before completing the setup and they should take care of their own mess. We even offered to compromise by not pursuing the rest of our refund if they dropped the amount from the chargeback (they owe us about $700 in unlawful charges and the chargeback only took $479). ****** stated is approximate, it is actually over $700 Also, whenever I state we will pay the $25 restocking fee they ignore it and pretend Ive said I wont pay it.

  Business response

  31/01/2024

  Customer Support is investigating this matter and will be contacting the customer directly

  Business response

  05/02/2024

  Hello, 
  We appreciate the time given to properly investigate this account. 
  There were many back and forth messages regarding the activation, and that was our mistake for not setting the proper expectation.
  There were delays, and miscommunications, and for that we apologize. 
  This is not how we want our customers experience to go. 
  We have reviewed the account and have refunded the customer what we owe her.
  Again, we appreciate the opportunity to rectify this case, 
  Thank you,

  Business response

  05/02/2024

  
  Hello, 
  We appreciate the time given to properly investigate this account. 
  There were many back and forth messages regarding the activation, and that was our mistake for not setting the proper expectation.
  There were delays, and miscommunications, and for that we apologize. 
  This is not how we want our customers experience to go. 
  We have reviewed the account and have refunded the customer what we owe her.
  Again, we appreciate the opportunity to rectify this case, 
  Thank you,

  Customer response

  05/02/2024

   
  Complaint: 21227887
  
  I am rejecting this response because: we would greatly appreciate the refund, however we have received zero communication about this refund and have not received it. I will accept and close this when we have received the communication/refund they are claiming to give. 
  
  Sincerely,
  
  ***********************

  Customer response

  05/02/2024

  Although I have received no communication in regards to the alleged refund - I can see this in my account (see attachments). The refund/overpaid amount is significantly less than what we are owed and is less than the amount taken by the chargebacks. Additionally, I have no way to access this overpayment - there's no way provided by teksavvy to transfer the funds to my bank or credit card. 

  Business response

  05/02/2024

  TekSavvy Customer Relations is contacting the customer personally with a breakdown of fees waived and credits given.

  Regards,

  Customer Relations Coordinator

  Customer response

  06/02/2024

   
  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. If we do not receive the cheque we will reopen the case/involve bbb again. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved from Highgate to ****** On the beginning of October . My husband took seriously ill & was hospitalized since Aug. 1st .We cancelled the service as of the mid Oct. I sent back the ********** heard nothing more .My husband has since passed away on Dec. 9th . I have been going over his bank statements and find ****** sent out of his account to ********************** - Oct. 25 $110.63 Oct 30th $277.26 & Dec 1 $112.94 .On Jan. 11th I spoke with ******* at the business and did not get suitable answers as to charges .I said I would be reporting this issue to you .

  Business response

  12/01/2024

  We are sorry for your loss of a loved one. We can certainly look into this issue for you. Unfortunately, we cannot find an account with the information given. Please email your account details (account holder name, service address, billing email address, telephone number associated with your account) to *************************************** So that we can investigate for you.

  TekSavvy Customer Support

• Initial Complaint

  05/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent an email on June 12th 2023 asking for my account with ********* to be cancelled. I gave the required information and did not receive a reply. Months later I got a call asking why I hadn't paid my bill. It was determined that the cancellation was initiated but not completed. A representative assured me they would 'figure it out' and call me back but they never did. After contacting the company again they said I never cancelled and my service was still active. I assured them I had an email proving I had canceled. I then put in a dispute with my bank which was successful. I emailed the company several more times to let them know the cancellation request was put in for ***** I just got a bill from the collections department of the company threatening to send me to collections. I explained to the agent that I already cancelled and had the charges reversed but now my credit is at risk due to this company.

  Business response

  06/12/2023

  Hello, 
  
  Please be advised we are investigating this account to see if the cancellation template was indeed completed. 
  We understand the customer sent an email saying she would like the service to be cancelled, however there was no date confirmed for when the cancellation should be processed, and acknowledgment that all cancellations are final. This is why we responded with the cancellation template. 
  Once we have completed the investigation, we will reach out to the customer directly. 
  
  Thank you

  Business response

  06/12/2023

  Hello, 
  
  Please be advised that the cancellation has been back dated to June 12th 2023, when the customer initially requested the cancellation. 
  There has been a refund of $30.84 sent to the customer. 
  
  Thank you,

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally purchased a modem outright from Teksavvy in winter 2023. Paid full price for a brand new modem (Serial # **************** around 227$.The modem was under warranty and stopped working. Teksavvy refused to honor the warranty claiming I did not purchase the modem new. After multiple attempts (around5) to contact and rectify this issue, I proceeded to cancel my service.After leaving a ****** review for the company, a representative by the name of **** reached out to me, and confirmed their error verbally by phone. He was apologetic and accepted fault, admitting the modem was in fact purchased new and remained under warranty. (This phone call is recorded on their end for proof of his admittance of fault).However, no refund was issued.I would like my money returned for not honoring my warranty, and not rectifying the issue or providing a work around and forcing me to seek alternative services.

  Business response

  03/12/2023

  Hello,

  We are investigating this complaint further through TekSavvy records and will contact the customer directly.

  ********************** Support

  Business response

  04/12/2023

  Upon researching the complaint through the multiple accounts of the Customer, ********************** has refunded in good faith the amount of $199.95 pus tax totaling $225.94 to the Customer's credit card on file. The customer should see this reflected on his credit card within 2-3 days. However, depending on the bank / card company it can take up to 5 days.

  TekSavvy considers this issue resolved.

  TekSavvy Support

  Business response

  04/12/2023

  
  Upon researching the complaint through the multiple accounts of the Customer, ********************** has refunded in good faith the amount of $199.95 pus tax totaling $225.94 to the Customer's credit card on file. The customer should see this reflected on his credit card within 2-3 days. However, depending on the bank / card company it can take up to 5 days.
  
  TekSavvy considers this issue resolved.
  
  TekSavvy Support

• Initial Complaint

  23/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a phone line service from Bell sold under Teksavvy. The number of the line is ************. Account CID115514 In the past month I have called 4 times to open service tickets for a noise line which gets worse in the wet. First day the Bell tech did not show up and did not reschedule. Other 3 times techs showed up. Last 2 times the techs said TOMORROW a line will be replaced as all lines to my home including neighbors are defecting (shorting a little). Neither time was a line replaced and I still have noise which has gotten much worse again after the rain/snow.Each call to Teksavvy to get Bell to come out to service the line (which Teksavvy CAN NOT touch) takes 30 minutes to an hour. I've had enough. The last tech also tried to tell me that **** no longer "invests" in landlines, but I don't care, I am paying for their landline service, and if they sell the service they MUST maintain it as per the contract/common law. I'd like to have the line repaired, as someone who has been paying for decades for a landline I think I've more than paid for some service. Additionally I would like a month's fee for the line waiver or refunded due to the constant issue.Thank you

  Business response

  23/11/2023

  Hello,

  We are investigating this issue for the customer and will contact him directly. 

  TekSavvy Support

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was receiving tv internet from Caninter.net since 2020. Last payment I made to the company for the service was fully paid for September and October 2023 in an amount $131.(65.50 for a month) On October 23, 2023 I got an email from another internet provider, TekSavvy Solutions **** stating, that I am officially a member of this company now. TekSavvy took over all customers from Caninter on October 20,2023 After I I found out I am not with Caninter anymore, I decided to choose a different internet provider, than suggested and called TekSavvy with the information on October 31/23.Recently I have received an invoice from TekSavvy with an amount of $21.53 to be paid by November 15/23 to avoid extra charges.I already paid for the internet service for the whole month of October/23 to the previous provider . TekSavvy is requesting to pay me for the service since they took over on October 20/23 to 31 October/23, which means I have to pay double for the period of eleven days.

  Business response

  08/11/2023

  When TekSavvy took over the Caninter accounts, the customer was sent a letter as well as a notice on the Caninter website. These accounts were taken over by TekSavvy on Oct 20th and this customer cancelled Oct 30th. This is the reason for 11 day charge.
  The customer paid Caninter for the full month of service. The Customer should be refunded by them.

  Regards,

  Customer response

  08/11/2023

   
  Complaint: 20842150
  
  I am rejecting this response because: Caninter is part of Teksavy. Teksavvy took all of accounts of Caninter. I already paid my bill for October. I have proof of my payment.

  
  Sincerely,
  
  Sylwester Skoruch

  Business response

  08/11/2023

  TekSavvy took over the Canister account on October 20. Canister billing was not under the control of TekSavvy. The customer paid Canister for the month of October. Canister should have reimbursed the customer for the days he was no longer using their service and switched to TekSavvy. He needs to call Canister Accounting to get his refund. TekSavvy does not handle refunds for Canister. 

  Customer response

  09/11/2023

   
  Complaint: 20842150
  
  I am rejecting this response because:

  if you tried call Caninter it will switch directly to Teksavvy company. Caninter is Teksavvy right now. Teksavvy took over, its mean they have all information and they know I paid for internet for whole month October. 
  Sincerely,
  
  Sylwester Skoruch

  Customer response

  09/11/2023

  
  Complaint: 20842150
  
  I am rejecting this response because:
  
  if you tried call Caninter it will switch directly to Teksavvy company. Caninter is Teksavvy right now. Teksavvy took over, its mean they have all information and they know I paid for internet for whole month October. 
  Sincerely,
  
  Sylwester Skoruch

  Business response

  09/11/2023

  This customer was previously with Caninter. We can see the attached documents of the overdue balance, however there is no proof of payment to Caninter. If there was proof of payment, we would be able to internally escalate this matter to Caninter, in hopes to get the customer back their money. We cannot bring these overdue invoices to the provider and ask for a refund, as it looks like this customer owes Caninter. Please provide proof of payment so that we can try to escalate. 
  
  Thank you.

  Customer response

  09/11/2023

   
  Complaint: 20842150
  
  I am rejecting this response because:

  I attached screenshots thats confirmed payment on October 6/2023 ($131 for *** and Oct). I used e-transfer each time.

  
  Sincerely,
  
  Sylwester Skoruch

  Business response

  10/11/2023

  We will contact TekSavvy Accounting to get this information added and work toward a satisfactory outcome for this customer. Being a holiday weekend, we may not have an answer until Monday November 13th.

  Regards,

  Business response

  10/11/2023

  We have good news for the Customer! We were able to contact Accounting and get this issue sorted out. We see that the customer was sent an invoice for an amount owing. However, the customer had not as yet paid the ********************** Invoice. The good news is it DOES NOT need to be paid. We have removed the charge, and it is fully cleared from the account. There is $0.00 balance owing.

  Regards,

  Customer response

  10/11/2023

   
  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.
  
  Sincerely,
  
  Sylwester Skoruch

*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. ↩