ComplaintsforEffortless Office

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company on 8-2-23 for cloud storage, security, email and secure backup. The on boarding process was supposed to take one month. I made it clear that I did not want to deal with IT problems anymore and they confirmed several times their job was to get me out of the IT business. SInce I hired this company my time spent on IT has increased over 300%. We are still having major issues with cloud backups, email white list issues, tech support response times and over all issues with the robustness and reliability of there services. We have not resolved the initial issues with the onboard process and it has been almost 5 months. To resolve these issues I need Effortless Office send a top technical person to my office in person and resolve all issues. I spoke to the president of Effortless ************************* 12-28-23 at 12:25 pm and he agreed to send someone ASAP!

  Business response

  02/06/2024

  We sent someone to the location as requested within 24 hours of ****'s request to resolve these issues. We have resolved all issues except for one issue that is caused by a bug with the backup software, Veeam, that is preventing one of their laptops from successfully completing backups. We have ensure the same data that needs to be backed up is also stored within OneDrive, and is being backed up via a separate mechanism from there while this issue is being worked through. We have engaged ***** directly regarding this issue, and they have escalated it to their developers and are working on a fix. That process is expected to take some time, and we do not have control over the maker of the software releasing a fix for their bug. We have kept **** up to date throughout this process. My understanding is this complaint was created because I was in a meeting that prevented me from answering ****'s phone call while he was understandably frustrated. I did call him back that same day and agree to sending someone on site to work towards resolution. 

  As ****'s request as stated within his complaint was to send someone on site, I believe that our response fully addressed his complaint. 

  Sincerely,

  ************

  Customer response

  02/07/2024

   
  Complaint: 21067930
  
  I am rejecting this response because:

  I understand that Effortless is still working on the back up issue on my MacBook Pro. But the issue of proper backups have been in work for 5 months now. It is not yet resolved until my MacBook Pro is being properly backed up. On 2-5-24 another access issue was discovered on ******'s computer and it is not being saved to the cloud. This process has been nothing but problems for me and until I have ******'s & the MacBook pro are working correctly this issues are to remain open. 

   

  
  
  Sincerely,
  
  ***********************

  Business response

  02/23/2024

  We are continuing to work with the vendor on the bug within their software. We have collected logs, escalated to their developers, and are awaiting a fix from them. 

  Customer response

  02/27/2024

   
  Complaint: 21067930
  
  I am rejecting this response because: I understand that they are working on resolving the problem, but they have been working on it for 7 months. Until the issue is resolved the BBB complaint needs to remain open.
  
  Sincerely,
  
  ***********************

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