iTOK.NET

Review: I stared to tell the representative I would like my money back and to stop my coverage with them. she hung up on me and now they will not talk to me.

I first got involved with itok on 7-4-13. I was charged $369.97 for the platinum plan. I had some email problems and they fixed them. Now 9 months later, I am having more problems and on 4-1-14 they tryed but failed to fix the problem. I was told if I payed $79.00 they would fix it. They also told me if I payed a total of $359.00 I would be a platium member for another year and would not be chared extra for working on (any) problems?.I allowed this because I could not remember when I first took out the first subscription and what level of plan I was on. When I talked to the lady who took my call to complain, told me I was already a platinum member.24 hours later Todays date 4-2-14 it is still not working. I called iTOK to tell them I no longer want there buisness and to refund my credit card ,they hung up the phone and will not answer my calls. I told her I was recording the call as they were too.So yes I have a recorded call, with them hanging up and me trying to call back. In the call I made myself clear that I no longer wished to continue doing buisness with them. Polite but firm. iTOK Reference#XXXXXX

Subscription#XXXXXX Date Added 7-4-13Desired Settlement: I am asking for my credit card to be refunded for the $359.00 they wanted to fix my computer on 4-1-14 because I am already a member of platinum account As of 7-4-13

I would also like them to leave my computer alone as I had less probems

before they were hired on to care for it. They realy need to talk to me and give me back my money.

Business

Response:

Initial Business Response /* (1000, 7, 2014/04/24) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

Thank you for bringing this complaint to our attention.

Yesterday our representative was able to get a hold of Mr. [redacted] over the phone and re-explained his membership to him. It was explained that the membership he had paid for previously was the Gold annual plan and that what he upgraded to was the Platinum annual plan per his request. This was the reason for the additional cost.

Mr. [redacted] is currently paid up until 7-4-15 and yesterday explained that he would like to stay on his Platinum plan.

Once again, thank you for allowing us to clarify this misunderstanding and we would like to remind Mr. [redacted] that we are here 24/7/365 should he ever need any further help.

Review: ITOK defrauded elderly woman making her believe she had a virus, coercing her to pay fee and then refusing to refund fee when fraud detected

Around January 15th Elderly woman,age 80, was redirected by her ISP to ITOK website because of "virus alert". ITOK took control of her computer, on 1/16/2014 and told her (incorrectly) that the only way to fix her computer problem was to pay their fee. She did not know what to do and paid the fee and realized it was likely a scam. She called family members who proceeded to verify that she did not have a virus so she called to cancel their "package". She also called her credit card company to cancel the payment but ITOK had already submitted the charge.

ITOK explains that they "performed diagnostic services" but my complaint is that there was never a problem to begin with and ITOK defrauded her into purchasing something that she did not need.

We have tried to reason with ITOK. They have a 5 day refund policy which they are not honoring in their terms of service. They are sending us transcripts and descriptions of work completed by again.. they defrauded her in the beginning in believing she had a problem when a problem did not exist!!

We are prepared to seek legal action as well as report to the Attorney General of Florida if this issue is not addressed.

I am Mrs. [redacted] daughter and you can contact me for further information. [redacted] (contact info on this complaint form)

Additional information:

Invoice # and date XXXXXXX January 16, 2014

Payment via credit card

Last communication with ITOK. March 15, 2014 via phone. NO refund offered. They only offered to send transcripts of phone calls via audio CD.Desired Settlement: I would like full refund of services provided.

They defrauded her and made her believe she had a virus situation and it did not exist.

I also believe they have some unethical connection with local ISP [redacted] that should be investigated

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/01) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

We would like to thank the Revdex.com for the opportunity to address this misunderstanding.

Our initial contact with Ms. [redacted] was on 1/15/2014. She had contacted us regarding problems she was having with 2 different email addresses. We investigated the email issue. We also ran a free diagnostic on her computer and found multiple other issues which needed addressing. We quoted her a price for the proposed service to her machine, and she said that she would first like to discuss this with her family,asking if we could call her back the following day.

The next day our representative called her back and she confirmed that she would like the work to be performed. In the report from our technician, he found and removed 42 viruses as well as 5 unnecessary toolbars, which can slow down a computer, and hijack web browsers, directing users to potentially malicious websites.

In one of our recorded phone calls with Ms. [redacted], our sales representative explained to her that while the diagnostic to find the problems on her computer is complimentarythat diagnostic is a free service we offer to anyone who calls usthe actual service to remedy those problems is not.

Two days later, on 1/18/2014, we received another call from Ms. [redacted] requesting a refund because she said that her family was upset with her. This, however was after the requested work had been performed, and Ms. [redacted] had already verified its completion.

While we do have a 5-day satisfaction guarantee, in our terms and conditions, and in all of our communications, this is explained to be a rework guarantee. If the work was not done to the customer's satisfaction, then we will correct anything that may have been missed at no additional cost. In the event that we are unable to fix the issue, we will offer a refund, as the work will have not been done, or will have been ineffective. In Ms. [redacted]'s case, however, the problems with her computer were successfully resolved.

We had offered to set up Ms [redacted] with our Gold Membership plan for 19.99 per month, providing Antivirus, Memory Backup, Computer Tune-Ups every 3 months, and a 20% discount on any future tech support, which she had accepted. However, Ms. [redacted]'s membership was canceled per her request on 1/18/2014, before any further work could be done, or recurring charge could be billed.

Review: 2 Oct did not repair printer driver like ask, insist computer needed cleaning instead, paid$199.98, another company updated drivers and help with

On 2 Oct 2013, 8:51: A.M. I contacted what I though was H/P, but it was iTOK an independent company. I began telling them about the problems that I was having with my H/P printer and that it would not scan to the correct computer when ask. He connected onto my computer, but was having a great deal of difficulties it seemed in finding out the reason as to why the printer would not scan to the correct computer. It appeared as if he was getting tired. After trying to locate the problem. He insisted that he needed to clean the system instead and this would removed the viruses, spyware and make the system go faster and also help the printer scan to not only my computer, but the other computers also. This would fix the problem. After, he cleaned the system, he began to show me how to scan and I noticed that it would not scan for him either. I noticed he was getting tired and at one time even used profanity in talking to someone in the back ground. Finally, he could not get it to scan to the other computer, but was able in the beginning to scan information to my computer, but became rather frustrated in trying to scan information to my daughters' computer. He was not able to get the printer to operate as usual. Several times I said to him, what about the drivers, he said there is no need to update the drivers, I only had to clean the system and the printer should work fine. After he completed cleaning the system, he then said to me, the system should be running fine now. I ask him what about the printer. He then said, let's see. He tried several times to scan using the printer to my computer and to my daughter's computer. Sometime it worked and sometime it did not. He tried adjusting the setting in the printer and still had difficulties in doing so. Finally, he decided to establish two scan destinations on the desk top for both computers. He reviewed with me the following: advance setting and how to save the documents and scan from the desktop. Also he reviewed the work that he had done on the system which was as follows: Remove virus, Adware, clean/optimization. However, the reason that I paid them the amount that they insist was to update the printer drivers and to insist with printer printing to all computers. Although the Itox personnel assured me that he had placed the icons on the desktop and that we would be able to scan from both computers, it did not work. Neither was the printer drivers updated. I ask him repeatedly at the completion of the job and he replied there was no need to update the printer drivers because the drivers were already updated. However, the warranty was only good for 5 days and it was after the 5 days period in which we noticed that we were not able to scan anything to either computers and had trouble printing. I contacted another company for assistance and informed them of what had happened.Date of Service:10/2/2013: Ticket#XXXXXXX: Agent Name:[redacted] Service # Ticket#XXXXXXXDesired Settlement: I would like a refund of the money that I paid

$199.98

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/25) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

Thank you for providing such detailed feedback, we appreciate the opportunity to learn from our customers. We apologize to Ms. [redacted] for the frustration she expressed in her letter and welcome the opportunity to help clear this matter up.

We listened to the phone calls between the technician and Ms. [redacted] and can say that the technician was extremely professional and patient in explaining how to use the scanner and making sure Ms. [redacted] knew how to use the proper settings for her scanner. There was a comment made about how the software she was using was a little confusing, and from the length of the explanation it sounds like the process is frustrating and that can make for future scanning problems.

It appears from the phone conversation that the technician was able to get everything working properly, and that Ms. [redacted] told him more than once that "you got it" and that things were working and she understood how to use the software.

The survery she filled out after everything was done confirms this, she rated us 10/10 on all questions asked and left a comment which stated, "Nothing, Excellent!" in regards to our question about how we did and if there was anything else we should know.

The call ended on a very positive note, the survey indicated that everything was wonderful and we have all this evidence to suggest that the issue was resolved extremely well.

We can imagine that there would be frustration with complicated software later on, and it might be suggested that an alternate system be found which would make her scanning experiences more positive. We wish her all the best and remain here to help her in the future should she choose to try us again.

Review: Charges for computer repair on line and 20 days later same problem. They wanted to charge me another $149.00 saying my fault

I don't know how they got my email but I had never heard to ITOK before. They somehow grabbed my pc and it was a nightmare trying to get it to work again. That was on 5/17/14. On 6/1 it happened again and they said for another $149 they could fix it again and I could save money by putting it on a monthly charge for a lesser amount and they would monitor my pc and make sure it was working properly. I told the young man I felt that I had been ripped off and hung up.Desired Settlement: I want my $189.00 refunded on my credit card.

Business

Response:

Initial Business Response /* (1000, 5, 2014/06/20) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Ms. [redacted]'s feedback. We have again taken time to research the events above, in order to identify the source of the issue and ensure the most effective resolution to this problem.

According to our records, Ms. [redacted]'s relationship with iTOK began when she was experiencing problems accessing the eBay website and other general problems on her computer. When individuals perform an internet search for help with computer problems, a link to our website will often appear in the search results, as we specialize in remote computer tech support. The link takes the individual to a page where they may fill out their name and phone number to request that we call them. We received a help request from Ms. [redacted] on our website and an iTOK representative contacted her to diagnose her problem. The iTOK representative "grabbed" her PC by asking her permission to gain access to view her screen and control the mouse and keyboard remotely. He then walked her through the necessary steps for Ms. [redacted] to grant access. The iTOK representative then found software that Ms. [redacted] had downloaded onto her computer, likely inadvertently, which was causing issues of slowness and preventing her from reaching the websites she desired to visit.

Upon agreement, we collected $189.97 from Ms. [redacted] in exchange for removal of the problematic software, a complete virus scan and removal of malicious software and adware, a full computer tune-up, and various browser setting adjustments to ensure ease of use in the future. At that time, the iTOK representative also offered to enroll Ms. [redacted] in a monthly iTOK membership, which would include installation and maintenance of top-rated antivirus software to help Ms. [redacted] prevent these kinds of problems from returning in the future. This offer was declined.

An iTOK technician then worked on Ms. [redacted]'s computer, performing the requested services. In the course of this work, the technician removed over 300 infections from the computer, in addition to 12 toolbars that were causing issues with Ms. [redacted]'s internet browsing. The technician also adjusted Ms. [redacted]'s browser and computer settings to her preference and satisfaction. The technician then disconnected from Ms. [redacted]'s computer. Upon completion of the work, we received a perfect score of 10 out of 10 on the satisfaction survey Ms. [redacted] filled out.

We inform each customer at the point of sale that we guarantee our work for 5 days, during which time the customer may contact us and we will perform any additional work needed. We limit the guarantee to 5 days because customers will sometimes, inadvertently, download malicious software, adware, or toolbars that cause additional problems unrelated to any work we performed or were requested to handle. No matter what we do to the customer's computer, there is nothing we can do to absolutely prevent them from downloading things that will cause problems for them; even the best antivirus/antimalware programs can be overridden. In this case, we received no notice within the 5-day period.

We did receive a call from Ms. [redacted] 16 days later, informing us that she was having problems with her internet browsing. The iTOK representative then requested Ms. [redacted]'s permission to again remotely access her computer, so that he could see what was going on. This time, however, Ms. [redacted] was unable to access the internet pages necessary to grant access due to browser errors and popup ads. Ms. [redacted] explained that she had downloaded a game a few days prior and that since then she has been getting lots of popups. Problem-causing adware often accompanies game downloads, and usually must be manually deselected at the time of download if the user does not desire the additional software. The iTOK technician concluded that the problems Ms. [redacted] described were new problems independent from any work we had performed previously, but offered Ms. [redacted] a discounted rate to service her computer, as she had paid for work recently. The technician also reminded Ms. [redacted] of the option of a monthly iTOK membership and the accompanying antivirus protection that would assist her in preventing these sorts of problems from occurring in the future. Ms. [redacted] indeed expressed her feeling that she had been ripped off and ended the phone call.

When we received notice of Ms. [redacted]'s complaint, we attempted to reach out to her to discuss. Unable to reach Ms. [redacted], we have attempted to clearly explain our position here and the reasons we have not issued a refund.

We certainly understand the frustration that customers feel when they pay to have their computer fixed and experience similar problems again shortly thereafter. For this very reason, the possibility of this scenario was explained to Ms. [redacted] at the point of sale, and options to assist in preventing such a situation were presented to her. The 5-day guarantee was also explained and agreed to, and the preventative maintenance program was declined.

We are sorry that Ms. [redacted] felt we took advantage of her. We are not in the business of taking advantage of anyone. We make every effort to ensure that we are improving our customers' lives, whatever their computer skill level and needs. We did our best to explain Ms. [redacted]'s options to her and to describe the risks inherent in each course of action. We completed the work she requested to her satisfaction. We regret that Ms. [redacted] again finds herself with popups and internet browsing issues due to software subsequently downloaded onto her computer. We share in her frustration that companies provide such problematic software to their patrons. We hope that she recognizes the substantial service we rendered to restore functionality and ease of use to her computer at our initial service. We again wish to express our appreciation for Ms. [redacted]'s feedback and welcome any suggestions as to how we might improve our service.

Review: iTOK offered to help me re-establish my password with Yahoo. They have yet to accomplish this. After 5 days.

I was on my computer..........see belowDesired Settlement: I was on my computer in the process of trying to retreive my password with yahoo. The phone rang(!) and it was iTOK they proposed helping me with the problem. I said how? And they proceded to tell me that they could "clean" up my computer and connect me with yahoo and get my email going. They charged $189 (removed from my VISA) Nothing they did or nothing that I was asked to do ever

got yahoo working. There is a 5 day (extended) guarantee but it does not guarantee anything. It is not a money back guarantee.

ref No XXXXXX-XXXXXX ..date of 1st contact sept 19

Business

Response:

Initial Business Response /* (1000, 10, 2013/10/18) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

Our apologies for the delay in responding to the original request, circumstances beyond our control contributed to this delay.

First of all we wish to apologize to Mr. [redacted] for the frustration and disappointment he felt as a result of his interactions with us. We take this very seriously and will make sure that any lessons that can be learned will be used so this never happen to any of our customers in the future.

We received a request on our website from Mr. [redacted] on September 19, with a request to help him with his Yahoo email. As part of our service we also scan all computers to find potential infections and problems and clean these up at no extra charge to the customer.

In the situation with Yahoo, we were unable to recover his email account because from the technician's notes on the account, Mr. [redacted] did not know his security questions and answers to the Yahoo account. Regardless of who he called for help, if those security questions are unknown, nobody will be able to recover it.

We did set up a new email acount for Mr. [redacted] to assist him going forward, which is what commonly needs to happen in situations like this.

While we do feel that we assisted Mr. [redacted] as far as we were able, we are willing to refund half of what he paid us as an apology for not being able to recover his Yahoo email account. We hope this gesture can restore his faith in us and that he knows we treated him fairly and hope that he will be open to giving us another opportunity in the future.

We remain ready to serve him, if he so chooses.

Final Consumer Response /* (3000, 3, 2013/09/26) */

I would like two things. One, that a complaint is recorded aganst this company, iTOK. A black mark.The second , less important item would be the refund of what was paid to them,$189.

Review: At no time did I or my agent agree to any ongoing service from this company or any of its affiliates. I have asked them to discontinue any contact or effort in my regard and they persist. Short of legal action I do not know how to stop from this unwanted activity.Desired Settlement: Decist

Business

Response:

We appreciate Mr. [redacted]’s feedback. Wehave taken time to research the events above in order to identify the source ofthe issue and ensure the most effective resolution to this problem.Mr. [redacted]’srelationship with iTOK began when he was experiencing trouble accessing hisemail account. We received a help request from Mr. [redacted] on our website and aniTOK representative contacted him to diagnose his problem. Upon inspection ofMr. [redacted]s’ computer, our diagnostic tech found a number of malicious softwarethat were contributing to Mr. [redacted]s’ email and internet browsing issues. TheiTOK rep offered to remove problematic software, perform a tune-up to improvespeed, and restore access to Mr. [redacted]’s email. He also offered to make ashortcut on the desktop that would get Mr. [redacted] right into his email with asimple click. This work was quoted at $149.97. The sales rep furtheroffered to enroll Mr. [redacted] in our Member Care Gold program, which wouldprovide Mr. [redacted] with Trend Micro Titanium antivirus software. Also includedin the program is Mozy unlimited data backup, a free tune-up every 90 days, anddiscounts on future work if needed. The sales rep told Mr. [redacted] he couldinclude the membership in the cost of the fix as quote, and that it would onlybe an additional $19.99 per month going forward. At the time, Mr. [redacted] sawthe value in these services and expressed agreement to the membership. Theinvoice was adjusted to include the membership setup in the total cost of $149.97as originally quoted for the one-time fix. Mr. [redacted] agreed to pay iTOK $149.97to have his computer issues resolved, to have his computer fully cleaned up andoptimized, and to commence a Member Care Gold membership with iTOK.Upon receipt of thiscomplaint, we looked further into this issue and pulled all calls to and fromMr. [redacted]. We listened to Mr. [redacted]’s conversation with the iTOK sales representativeon May 1st, 2014. The sales representative clearly explained iTOK’s MemberCare Gold program, and Mr. [redacted] requested to have the membership installmentsprocessed on the 6th of every month. Mr. [redacted] contacted iTOK onJune 10th, 2014 because he had forgotten his new email passwords. AniTOK representative assisted Mr. [redacted] in recovering his email password andreminded him of his Member Care Gold program. Mr. [redacted] did not remembersigning up for iTOK’s Member Care Gold program and requested to cancel. To ensureMr. [redacted]’s protection the representative advised Mr. [redacted] to make sure hehad a replacement anti-virus protection before cancelling. Mr. [redacted] thoughthe had protection and said he’d make sure he was covered. The iTOKrepresentative instructed Mr. [redacted] to call and cancel once he confirmed hewas protected by an anti-virus program. iTOK’s records show two unansweredcalls from Mr. [redacted]’s number on June 30th, and July 16th2014. We apologize Mr. [redacted]’s efforts to contact iTOK was not successful, andconsider this Mr. [redacted]’s attempt to finalize cancelling his Member Care Goldprogram.Subsequently, Mr.[redacted]’s account became past due. In an effort to bring Mr. [redacted]’s accountcurrent iTOK made several attempts to reach Mr. [redacted] to update his paymentinformation. We regret that this has become a confusing experience for Mr.[redacted], as he had requested to cancel his Member Care Gold program before theseefforts were taken, and assure him we have cancelled his Member Care Goldprogram as of February 27th, 2015. iTOK has also refunded Mr. [redacted]’sMember Care Gold program installments, processed after June 10th2014, on February 27th, 2015. Recognizing that wefell short in our care of Mr. [redacted], we are sorry that we were unable to reachhim to explain the above and ensure his satisfaction. We apologize for themiscommunication in his interaction with iTOK. We hope that this is asatisfactory resolution to his experience with us.

Review: Company lost my business contacts and calendar while trying to fix computer. They gave up and said they would only refund $100 of the $519.89.

Itok was contacted to fix outlook. I was able to open it after repair then realized my contacts and calendar were gone. They made 3 attempts to fix and finally said they couldn't get it back and apologized for losing. Computer runs very slower than when I called them and they will only offer $100 refund of the $519.89 I paid them. computer is in the worst shape it's ever been in.

Since I filled out a survey immediately after they got outlook to open that was complimentary they are holding that against me stating that I am happy and just trying to get my money back.

I have none of my business contacts or calendar available and it is causing major disaster in my business. Desired Settlement: $369.89

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/26) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

Our goal at iTOK is to be the company people can turn to when they need any type of technical assistance and we take that very seriously. Occasionally we come across a problem that is difficult or impossible to fix, and it appears that this is one situation where a corrupted PST file prevented us from resolving the entire situation to everyone's satisfaction.

According to the information on the account, we did try several times to resolve this issue with the PST file, but did resolve all the other concerns that we had been asked to fix.

We apologize for our inability to resolve this one issue and are offering to refund half of the price paid as a token of good faith. Since the other issues were resolved, we hope this will be a fair outcome.

Previously we refunded $100.89 and in order to make the refund half of the original price, we are refunding an additional $84.06.

Review: I paid for a virus scan to fix a problem which I still have, I want my money back, they will not talk to me.

12/26/13 I called ATT/yahoo Tech. Support when I could not access my Email;

[redacted] there connected me to iTOK.net, [redacted] he said it might be a ATT/yahoo problem but that it was probably a virus he could remove for $99.99 which I authorized.

12/28/13 the problem resurfaced (and my "recently typed URLs save" function now does not work), that was a Saturday, I called iTOK.net Mon. 12/30/13, finally spoke to a human being, explained what had happened & that I want my money back. I was put on hold; after a few minutes I was offfered the option of them calling me back rather than me waiting on line, I asked for an estimate of how long, was told about 1/2 hour (it was about 09:30). 25 hours later (10:00, 12/31/13) I called again, entered 4, was put on hold, was offered a call back 3 or 4 times, then a recording said all the helpers were busy, please call back later and the call was disconnected.

They didn't fix the problem & now can't get them to talk to me about refund; Mon. they said they'd call back in about 1/2 hour, it's been 25 hoursDesired Settlement: I paid $99.99 & I want $99.99 back, re-funded to my credit card.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/10) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We must deeply apologize for the lack of a response to Mr. [redacted]. He is correct in that we dropped the ball and did not contact him after being asked repeatedly to do so. This is completely contrary to the culture we have here at iTOK and the complaint has been forwarded to the department directors for review and accountability into what went wrong and how to make sure it never happens again.

It appears that there has been a dispute filed with his bank, and we will not fight it. He deserves his money back just for the lack of a response on our part.

Again our most sincere apologies, we take pride in our work and what we do but in this case we are going to learn from this experience to ensure it never happens again. We thank Mr. [redacted] for his patience and his feedback to us.

Initial Consumer Rebuttal /* (3000, 7, 2014/01/14) */

I went to my bank today and they found no refund to my credit card; when the $99.99 appears, I will consider the matter resolved.

Thanks.

Review: Note: My name is [redacted]; I am the daughter of the complainant.

On or about January 22, 2015, my 88-year-old father received an unsolicited email from ITOK, regarding computer clean-up and maintenance services. My father had recently purchased a new $1000 computer – when he read about what ITOK promised, he fell for their sales pitch and contacted them.

On January 22, ITOK debited my father’s bank account for $109.97 and then remotely took control of his computer to perform their “services.” From that point on, my father began having trouble with his computer.

On January 26, my father contacted ITOK to complain about not being able to find his data files. ITOK took control of his computer again, and restored his screensaver.

On January 30, I left my home in Washington State to visit my parents in Southern California. My father told me he was having trouble with his computer and asked me to take a look at it.

On February 1, I called ITOK’s Customer Service department to complain about their service and to try to have my father’s money returned. Customer Service Rep. Alecia promised me that she would have her supervisor [redacted] contact me.

In the meantime, I contacted Microsoft and had them look into the problem. They found hidden backdoors had been installed so hackers could invade my father’s computer; all major software programs were being internally stopped from loading; all my father’s data files had been wiped out, as was his entire Microsoft Office Suite.

Essentially, ITOK turned my father’s new and very expensive computer into a $1000 brick.

[redacted] at ITOK eventually called me back. I told him that I wanted my father’s money returned. Because it was late in the day (4 p.m. CA time), he said he would have their billing department contact me first thing in the morning. Comes the dawn of February 2, and there is no call.

I called ITOK again, and spoke with [redacted] (who wanted to argue with me about me having Microsoft repair the damage ITOK had done). I had [redacted] put his supervisor on the line – someone named [redacted]. [redacted] said that their “five-day” window for complaints had closed and there was “nothing we can do.“

I told [redacted] to cancel the $19.99/month maintenance program, and informed [redacted] that I would be making a formal complaint with the Utah State Attorney General.

If you want to know how many people have been ripped off by this company, how many have had their data wiped out, how many have fallen for their unscrupulous sales pitches and literally destructive performance, you need only do a simple computer search for “ITOK reviews.” You will find everything you need to know to shut this company down.

Here’s a collection of complaints against ITOK: http://www.complaintsboard.com/complaints/itok-utah-c343839.html

Below is the breakdown of costs incurred with respect to this matter:

ITOK “services”: $109.97

Microsoft restoration: $249.99

Microsoft Office Suite: $139.99

Loss of data: impossible to calculate

TOTAL MONETARY LOSSES INCURRED: $499.95

I request that the Attorney General’s office initiate a thorough investigation of ITOK, Inc., and request that you keep me informed as to your findings.

Thank you.Desired Settlement: At the MINIMUM, ITOK should refund the 109.97 that my father was charged – It would be nice if my father could also be awarded damages of $400 for the additional expenses incurred in trying to fix what ITOK broke.

I will be in Southern California until Wednesday, February 4, at which time I will return home. Please contact me directly with respect to this matter:

La Center, WA 98629

###-###-####

Business

Response:

We appreciateMr. [redacted]’s feedback. We also appreciate Mr. [redacted]’s daughter, [redacted], andher concern for her father’s wellbeing. We have taken time to research theevents above, in order to identify the source of the issue and ensure the mosteffective resolution to this problem. Of firstconcern is the matter of the customer receiving an unsolicited email from iTOK.iTOK does not elicit any pop-up or unsolicited advertising at all. As Mr. [redacted]was attempting to access his email, he may have performed a search by mistake,and may have then clicked on a banner ad for iTOK. When this happens, theperson will only get a call from us if they fill out a form. Mr. [redacted]’srelationship with iTOK began when he was experiencing trouble accessing hisemail account. We received a help request from Mr. [redacted] on our website and aniTOK representative contacted him to diagnose his problem. Upon inspection ofMr. [redacted]s’ computer, our diagnostic tech found a number of malicioussoftware add-ons that were contributing to Mr. [redacted]s’ email and internetbrowsing issues. The iTOK rep offered to remove problematic software, perform atune-up to improve speed, and restore access to Mr. [redacted]’s email. He alsooffered to make a shortcut on the desktop that would get Mr. [redacted] right intohis email with a simple click. This work was quoted at $109.97. The sales repfurther offered to enroll Mr. [redacted] in our Member Care Gold program, whichwould provide Mr. [redacted] with Trend Micro Titanium antivirus software. Alsoincluded in the program is Mozy unlimited data backup, a free tune-up every 90days, and discounts on future work if needed. The sales rep told Mr. [redacted] hecould include the membership in the cost of the fix as quoted, and that itwould only be an additional $19.99 per month going forward. We were notattempting to provide something Mr. [redacted] didn’t need; we were attempting toprovide services that would best ensure Mr. [redacted] didn’t have similarproblems accessing his email in the future, and to protect his computer fromthreats going forward. At the time, Mr. [redacted] saw the value in these servicesand expressed agreement to the membership. The invoice was adjusted to includethe membership setup in the total cost of $109.97 as originally quoted for theone-time fix. Mr. [redacted] agreed to pay iTOK $109.97 to have his computerissues resolved, to have his computer fully cleaned up and optimized, and tocommence a Member Care Gold membership with iTOK.All workperformed by iTOK technicians comes with a 5-day satisfaction guarantee,wherein we will perform additional work to resolve any problems that occurwithin the 5-days. We limit the guarantee to 5 days because customers willsometimes, inadvertently, download malicious software, adware, or toolbars thatcause additional problems unrelated to any work we performed or were requestedto handle. No matter what we do for the customer’s computer, there is nothingwe can do to absolutely prevent them from downloading things that will causeproblems for them; even the best antivirus/antimalware programs can beoverridden. Mr. [redacted]contacted us within the 5-day guarantee and requested additional assistance to furthercustomize his computer settings. Mr. [redacted] was having issues accessing hisemail through the icon iTOK had installed, his background had been reset to asolid black and needed to be reset to Mr. [redacted]’s preference, Mr. [redacted]’sprinter also needed to be reset as his default printer, and he neededassistance accessing his account with ancestry.com. A work order was created,sent to an iTOK technician, who resolved Mr. [redacted]’s issues on January 28,2015. Once the work was completed to Mr. [redacted]’s satisfaction, the iTOK technicianinquired after any other assistance Mr. [redacted] needed regarding his computer andthe work that iTOK had provided to date. In the call recording Mr. [redacted] waselated with the service, said everything was to his liking, and thanked thetechnician for his assistance. The technician thanked Mr. [redacted] for choosingiTOK and instructed Mr. [redacted] to call if he needed any further assistance. When Mr.[redacted]’s daughter contacted iTOK the beginning of February, we were surprisedto hear he was experiencing further problems to the magnitude stated by hisdaughter. We were further surprised that Mr. [redacted] did not feel he could calland receive assistance to resolve his issues. We looked further into theconcerns presented by Mr. [redacted]’s daughter, and reviewed iTOK’scorrespondence with Mr. [redacted]. We reviewed all phone conversations and techsupport sessions to determine if there was any possible way, iTOK’s servicecontributed to Mr. [redacted]’s loss of his Microsoft Office Suite. After fullyreviewing all correspondence and service provided, we are happy to report thatin no way did our services jeopardize Mr. [redacted]’s Microsoft Office Suitesoftware. No antiviruswill absolutely prevent malicious software from returning if the user overridesor ignores warnings and manually downloads such software again (ofteninadvertently due to the underhanded ways these programs accompany other “free”and purportedly useful software). This may explain Mr. [redacted]s’ subsequentproblems shortly after our services. We encourage our members to call us foradditional assistance and coaching if they experience a return to thesedifficulties. However, instead of receiving a phone call from Mr. [redacted], wereceived a call from Mr. [redacted]’s daughter requesting refund options. It is notiTOK policy to issue a refund, but rather to provide re-work until the customeris satisfied. If we are unable to fix the issue, then a refund may be granted.[redacted] correctly informed Mr. [redacted]’s daughter our policy and appropriatelyaddressed her request for a full refund, as we were unable to address theissues listed in Ms. [redacted]’s correspondence with the Revdex.comin the behalf of her father. Upon noticeof this complaint, we attempted to contact Mr. [redacted] to resolve his issuesand come to an amicable resolution. Upon reaching Mr. [redacted], he explainedthat he did not wish to discuss the issue with us and ended the phone call. We can assureMr. [redacted] that we take the integrity of our business practices veryseriously. While we were unable to discuss the above issues with Mr. [redacted],we recognize that when working with a new company there is a certain level oftrust that must be earned. Mr. [redacted]’s actions clearly indicate that wefailed to earn his trust. We did our best to address Mr. [redacted]’s issues andset his computer up in a way that would best ensure both future protection andease of use. We are very sorry that somewhere along the line this process wascommunicated and performed in a way that fell short of Mr. [redacted]’s and his daughter’sutmost gratification.We understandthe frustration that customers feel when they pay to have their computer fixedand then experience similar problems again shortly thereafter. For this veryreason, the 5-day guarantee was explained and agreed to by the customer. Wemake every effort to ensure that we are improving our customers’ lives,whatever their computer skill level and needs. We did our best to explain Mr. [redacted]’soptions to him, and requested that he call immediately if he encounteredadditional problems down the road. We completed the work he requested. Weregret that Mr. [redacted] found himself with more computer issues, commonly dueto software subsequently downloaded onto the computer. We regret we were notgiven the opportunity to resolve these additional issues. We hope that herecognizes the substantial service we rendered to restore functionality andease of use to his computer at our initial service.If he or [redacted]have any remaining questions or wish to discuss this further, I am happy todiscuss. Please call ###-###-#### and ask for [redacted].

Business

Response:

We

appreciate Ms. [redacted]’s feedback. We have again taken time to investigate

further the events above. We apologize for any misunderstandings regarding our

initial response to Ms. [redacted]’s concern for the service iTOK provided her

Father. iTOK in no way is implying that Microsoft Office itself created

the problem of the missing software. To clarify, without being able to diagnose

Mr. [redacted]’s additional issues related to his missing Microsoft Office Suite

and data files (?), we can only express common errors that can occur

innocently, by mistakenly downloading seemingly viable software. We in no way are

indicating that Mr. [redacted] and his daughter did not have the intellect to

access Microsoft Office suite. We are just as baffled to learn Microsoft Office

Suite with data files were missing from Mr. [redacted]’s computer, days after

receiving technical support from iTOK. We conducted an extensive investigation

into Mr. [redacted]’s interactions with iTOK, pulling all recorded and written

communications, additionally we pulled all of the technician support sessions,

as a safeguard for our customers we record all technical support sessions and

the work performed. We can confirm with absolute confidence that iTOK did not

delete Mr. [redacted]’s Microsoft Office Suite or related data files and are happy

to forward a full transcript of the Tech support Mr. [redacted] received, for his

review. As Mr. [redacted] or his daughter have not clarified what data files were

deleted, we can only confirm files associated with Mr. [redacted]’s Microsoft

Office suite. I invite Mr. [redacted] and his daughter to contact us, to go over

the specifics, and to determine appropriate compensation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I have no interest in further excuses or explanations. The fact is, ITOK's bad reputation speaks for itself, as evidenced both on the Revdex.com's webpage and on the many consumer complaint websites where ITOK's miserable record of service / customer satisfaction is on full display, and those complaints go back years.

Review: Unauthorized charges to my credit card, and also threatened me when I brought it to their attention to charge me $150 cancellation fee.

Spoke with [redacted] she said she had proof of services and had my voice recorded. They did not have any authorization or recordings of any transaction. These charges just showed up on my account and I am calling my bank tomorrow to dispute charges and have an investigation started. This is a criminal act by this company. This is severe fraud and just putting Itok on a google search tells me that there are several fraudulent cases pending with other consumers with this company.Desired Settlement: 34.99 per month from sept 2013- february 2014 and to cancel any account they may have under my name [redacted]. And no cancellation fee of $150.

Business

Response:

Initial Business Response /* (1000, 7, 2014/03/21) */

Contact Name and Title: [redacted] Customer Coms Specialist

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

Today we had the opportunity to revisit the recorded phone conversation the [redacted] had with one of our representatives on September 5, 2013. We saved the audio file of the call on a CD, which was mailed to [redacted] today. Included is a letter explaining approximately what time in the phone conversation the cost of the membership was discussed.

We would also like to note that we did find that the 1-year contract was mentioned in the call. Although the exact cost to cancel the plan is not stated, that information is included in the terms and conditions which [redacted] agreed to when he initially contracted our services.

We cannot refund the requested $174.95, as it is payment for services already rendered. However, in order to resolve this issue quickly and amicably, we are willing to cancel [redacted]'s membership immediately, and waive the $150 cancellation fee.

Review: Aggressive robocalls concerning renewal of subscription, failure to cancel account, attempted collection of alleged past due balance.

I have been an Itok premium subscriber for the last 6 years and have been very happy with their tech support. While I have sometimes had trouble getting immediate help, once I was able to reach someone, they have done their best to keep my computer working. Over the years, I have used their services to remove viruses and bugs and have always been happy dealing with any and all of the tech support staff.

HOWEVER, this past August, as my annual subscription was up for renewal, I was subjected to repeated and most unwelcome robocalls on my cell phone. I was receiving up to 5 calls per day, no message was left and no one attempted to email me. I called Itok during this time on more than one occasion and asked that the phone calls stop. This did not happen. I finally had to block their number on my phone.

Noticing that I still had a few days left on my paid subscription, I called Itok and asked that my computer be cleaned and cleared of all viruses and spyware one last time. As always, it was a pleasure working with the tech support employees. During this call, someone mentioned that my annual subscription was up for renewal and I was offered the chance to renew it. Expressing how upset I was with the aggressive sales calls AND the refusal to comply with my wishes for these calls to cease, I informed Itok that I would not be renewing their services at this time. I informed them that I was happy with tech support BUT that the sales side had left a terrible impression on me and I was very upset at how difficult it was to get these calls to stop. I informed them that IF I decided to use their services again, I would let them know. At NO time did any Itok employee suggest a month to month plan nor did they ask for permission to continue to bill my credit card. Considering the tone of the conversation regarding phone calls I was starting to consider harassment, I'm at a loss for how I was so badly misunderstood. I considered this matter, and my relationship with them, to be over at that time.

Fast forward a few months and I have been getting emails from Itok referencing a month to month plan, an out of date credit card and a past due balance. Obviously, I have no recollection of authorizing any month to month service. I was unaware that they were monitoring my computer and I certainly have not contacted them for any support. I ignored these emails at first,but finally decided to address them. I sent an email explaining the situation and reminding them of my complaints and extreme dissatisfaction with their sales staff and customer support. I reminded them that I had cancelled the service back in August after my last tech service and am disputing any balances they feel I owe.

It should have come as no surprise to me when, lo and behold, Itok started calling my phone again (there WILL be a conversation with Sprint about this as they were supposed to be blocking all of these calls). An Itok representative was, initially, polite and very apologetic that I had had all of these troubles and informed me that they wanted to keep my business. When I explained that I was still a little upset over this recent experience, our phone conversation quickly turned into an argument over whether I actually cancelled their services and an attempted collection attempt on this perceived back balance. I repeated that I had informed the staff back in August that I was NOT interested in renewing, should I change my mind I would let them know and that at no time was I made aware, nor did I authorize, any sort of month to month plan. She informed me that the software was still on my computer. I'm not sure what that means as I am not a computer genius and it's why I retained their services for the past six years. If the software was providing any sort of benefit to me, I was unaware of it. I have not contacted them for any help nor services since my subscription ended. She refused to believe I meant to cancel and repeatedly tried to collect this amount.Desired Settlement: I would like for these collection attempts to end. I would like for Itok to put in writing that there is no past balance due.

I would like for them to remove all traces of my contact number from their system and to contact me ONLY by email in the future.

Ideally, I would be thrilled if they retrained their sales staff and customer service departments. Had I not had such negative experiences with them, I was actually reconsidering their tech support services. I regret that my six year relationship with them has ended in a letter to the Revdex.com and will still think fondly of all the tech support employees who have helped me over the years.

Sincerely,

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/24) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

I wish to thank Ms. [redacted] for her very clear feedback outlining her frustrations regarding her recent contacts with us.

We have had a misconfigured computer dialing customers who should only be getting calls for their free quarterly computer tune-ups and it appears this has been calling people it should not have been, and in a manner which has caused frustration and for good reason.

I have personally reached out to Ms. [redacted] to apologize and let her know that not only should this stop, but that she does not owe us any further money. Her feedback has resulted in coaching and training opportunities for those she dealt with here and her contact information will be removed per her request.

We are very sorry to have lost such a valuable and long-term member and hope that we can regain some of her trust in some small way. I have given her my personal contact information with the offer to assist her in any way possible should she need assistance in the future.

Review: I purchased itok for $150. with the understanding

it was for 1 yr. when I called to cancel it they said i'd have to pay $150. I disagree with this.

I purchased itok for $150 thinking it was for 1 yr. when I called to cancelled it they said I was

locked in for a yr. & if I wanted out it would be

$150. If i'd known that I would not have taken it out to begin with. all I want is them to cancel the survice & make no more charges on my credit card. Now it's costing me $150. more to cancel it so they won't put it on my credit card anymore. This isn't right. Is there anything or anyone who can help me solve this?Desired Settlement: I just wanted to cancel the service I thought I had. All I want is to keep them from putting charges on my credit card.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/12) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

Thank you for the opportunity to respond to this issue.

Ms. [redacted] was already a valued member with our Gold service when she contacted us for help on April 5, 2013. At that time she agreed to upgrade to our Platinum package which includes unlimited technical support for a modest monthly increase in membership fees. During the phone call, Ms. [redacted] did agree to this increase and was informed that it carried a one year commitment to our service and that although she had to keep some level of service with us for a year, she was free to downgrade to a less expensive service at anytime as long as she fulfilled her year-long commitment. She readily agreed to this.

As with any program with a commitment, breaking it carries some sort of penalty, in this case a fee which is clearly explained in our Terms & Conditions. We gave Ms. [redacted] other options to avoid this penalty, including the offer to downgrade her to a Gold or Silver membership for the duration of the contract but she refused and therefore was charged according to the agreements made in April.

We wish her the best going forward and will be here to assist her with any of her technology needs in the future.

My husband too is elderly and had clicked on ATT and ended up on iTOK. They ruined his computer and we had to have it taken to Best Buy at a price of over $200.00 that we did not have to get it fixed. They billed our credit card, almost ruined our credit and hopefully I have finally gotten part of this resolved. They are so invasive they should be shut down.

Review: cant stop service,keep geting money taken out of my account monthly

Cannot cancel service and they got present debit card number without my knowing it.Desired Settlement: get rid of service and quit billing me monthly with a debit card they got the number too with out my knowlege

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]' feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

According to our records, Mr. [redacted]'s relationship with iTOK began in November of 2011, when he contacted us for a computer repair.

At that time, Mr. [redacted] also signed up for our GOLD member care program, to protect his computer and help prevent future issues. Included in this membership was antivirus software, unlimited data backup, quarterly tune-ups, and discounts on any future work. The purpose of this membership is to set up the customer's computer in a way that best ensures both future protection and ease of use. Mr. [redacted] was informed that he need only call us if at any time he wished to discontinue his membership.

We are unable to confirm that Mr. [redacted] called us to cancel. Normally, upon receipt of such a notice, we will send a cancellation confirmation email and cancel the account. Our representatives are required to document every phone call on the account. No cancellation confirmation email was sent to Mr. [redacted] at any time, nor is there any documentation of a phone conversation with Mr. [redacted] requesting to cancel his membership.

In January 2014, the credit card we have on file for Mr. [redacted] started declining. We began to send emails to Mr. [redacted], informing him that his account was past due and requesting that he call us. Additionally we reached out to Mr. [redacted] on 1/8/14, 5/22/14, 6/4/14, and 10/7/14. We were unable to reach Mr. [redacted] to discuss his accruing past due, and resolve any concerns. During that time, iTOK continued to maintain the licenses current on Mr. [redacted]' membership software. Only under the rarest circumstances will we cancel a membership without first speaking with the customer, as cancelling a membership would result in an abrupt end to the antivirus and backup protections on a customer's computer, exposing the customer to risk and exposing us to potential liability. Thus, Mr. [redacted]' membership continued.

We were able to reach Mr. [redacted] on October 15, 2014 to discuss his bill. Mr. [redacted] expressed his desire to no longer be contacted by iTOK and informed us that he had requested his financial institution decline all iTOK monthly membership payments. Mr. [redacted] said he did this in an effort to stop the service, and then promptly ended the call. At this time Mr. [redacted] account should have been cancelled. We regret that it was not cancelled and we are sorry this resulted in a frustrating experience for Mr. [redacted].

iTOK received Mr. [redacted]'s Revdex.com complaint and contacted him to discuss. Mr. [redacted] said he had attempted to cancel his membership with iTOK several times. Mr. [redacted] said he cancelled iTOK's reoccurring charge with his financial institution in January of 2014. After not showing a payment clear his account for almost a year, he assumed his iTOK account had been cancelled. However, on 12/7/14 our automatic billing system was successful in charging the card on file with Mr. [redacted]' still-active account.

Mr. [redacted] was also concerned at how iTOK had received his updated card information since he had cancelled it, and received a new card after his initial purchase with iTOK in 2011. I reminded Mr. [redacted] that he had updated his credit card information on 6/29/12, when his 6/7/12 membership fee declined.

I reviewed Mr. [redacted]' account and determined that a full waiver of the past due was appropriate. Mr. [redacted]' account was promptly cancelled and the past-due amount has been waived in full. We have also issued a full refund of the membership charge made on 12/7/14. We regret the miscommunication that occurred in his recent interactions with iTOK. We hope Mr. [redacted] finds this a satisfactory resolution to his experience with us.

Review: Received a quote for $109.97 per year to assist in software help for us with our new computer with Windows 8. The real price is an extra $34.99/mo.

On 4/22/14, we received a quote for $109.97 per year to assist in software and hardware help for us and our new computer with Windows 8 which we did not know how to use. Then we learned on 4/24/14, that they would also charge us $34.99 per month extra for this assistance. We also found out that they backed-up in THEIR personal files our complete system, including all our sensitive documents that included tax numbers, passwords, etc. Desired Settlement: We would like a refund of the $109.97 that they charged to our credit card and no more charges per month. Also, we would like assurances that they have destroyed our personal documentation from our computer that they backed-up in their system.

Business

Response:

Initial Business Response /* (1000, 7, 2014/05/01) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]'s feedback and have taken the time to listen to the phone call and do some research to find out what happened.

Part of the concern was that Mr. [redacted] was quoted $109.97 for the year and then when he called in again, was told he would have to pay more. That would be extremely frustrating to have to deal with, so the call was pulled and listened to. Mr. [redacted] was offered two choices; he could pay the $109.97 and be done with it and the virus protection he chose (in this case it was Bitdefender) would continue to work for a year. Option #2 was that he would get Trend Micro Titanium which does have a monthly cost associated with it to continue use (this appears to be the option which was decided upon). In neither case was he offered a year of unlimited tech support for $109.97 we sincerely apologize for the misunderstanding.

There are no monthly charges for Mr [redacted], we have cancelled his monthly membership, so he can rest assured that he will not pay us for anything unless he calls and chooses to do so.

His data that was backed up is all controlled through Mozy which is a well-established and very popular backup utility. The data in question is encrypted on Mr. [redacted]'s computer and then uploaded securely to the Mozy servers and never stored on any of the iTOK servers at any time. The Mozy terms are that the data will stay on their servers for 30 days after cancellation of service (which we have done on Mr. [redacted]'s behalf) and then automatically destroyed. He can rest assured that his data has always been safe and will be destroyed without anybody ever having access to it.

After we fixed Mr. [redacted]'s computer issues, we contacted him with one of our specialists to make sure everything was done properly and to help him understand any software we may have installed on his computer (such as the Mozy software to do his backups). At that time it was concluded that we did the work properly and that Mr. [redacted] was satisfied with everything. Due to this, we are unable to refund the $109.97 for the work provided.

We hope that this answers all the concerns and that we did our best to help Mr. [redacted].

Initial Consumer Rebuttal /* (3000, 9, 2014/05/02) */

(The consumer indicated he/she DID NOT accept the response from the business.)

What they did not say was that we could not listen to the tape, but they would let Discover listen to the tape and call me back. They never did. So I cancelled the payment to them. I then removed all of their programs and figured they would remove trend. They didn't, so I will remove it now and buy my own. I will also go to Mozy software and make sure my data was secure and make sure the backup was removed when I got their encrypted program and said to delete the backup. I will also make sure my data was at no time in danger of use for fraud. I want them to refund my 109.97 from Discover. I am going right now to delete the program Trend, which I thought they would delete or expire the program.

Final Consumer Response /* (2530, 12, 2014/05/07) */

They have given us our money back with reluctance, but we do not want a good rating given to them because they were deceitful in the pricing of there services and did not tell us they were going to back up our hard drive. They never let us hear the recorded conversation of this being done. I was on the phone with a salesman who did this and they are hiding their tactics.

Review: ITOK billed me without authorization. The service was cancelled and they kept billing even without a credit card to bill on.

I concur with the consumers above about the complaints listed above. I hope that someone can do something about ITOK and their business practices. As a CEO, I realize that business have to make money. But, it is generally considered bad business practices for companies to 1) Bill without consumers knowledge or 2) Threaten consumers with harrassing calls and refusing to cancel the servces requested by consumers. ITOK just sent me an "Invoice" for payment of $179.91 (my first contact with the company in over a year) for a payments they said are due. I have records that I cancelled the service back in Sept. 2013 and ITOK kept on billing me into Oct. After I called again, and I thought because the bill never showed up on any of my credit cards that the service was finally cancelled. They apparently kept right on billing even without a credit card (which had been cancelled because of theft) and of course providing no service. I don't want, or need their services, which the rep insisted catches all virus's and that the only way to get a virus if I let them in. That was an informed thing to say.

I was furious today when the "Resolution" person offered me to "Cut the bill in half " for services I cancelled a year ago ,or if I didn't pay the amount he wanted they would keep on billing me each month in addition to the current bill. The "Resolution" man, said that I could count on series harassing calls until I paid. He also said he wouldn't cancel my service until I paid the bill that I hadn't seen since Nov.. Great customer service!Desired Settlement: I would like this bill and this service to go away. Services were not rendered, there were no bills after I told the company to cancel and I was threatened with harassment if I didn't comply.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/09) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

We appreciate Mr. [redacted]' feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

According to our records, Mr. [redacted]'s relationship with iTOK began in February of 2012, when he contacted us for a computer repair.

At that time, Mr. [redacted] also signed up for our GOLD member care program, to protect his computer and help prevent future issues. Included in this membership was antivirus software, unlimited data backup, quarterly tune-ups, and discounts on any future work. The purpose of this membership is to set up the customer's computer in a way that best ensures both future protection and ease of use. Mr. [redacted] was informed that he need only call us if at any time he wished to discontinue his membership. Mr. [redacted] opted to pay for the first year upfront.

When the first year completed, Mr. [redacted] spoke with us and opted to convert his membership to a month-to-month membership at a rate of $19.99 per month. At that time, Mr. [redacted] was reminded that if at any time he wished to discontinue the membership he need only call and notify us.

We are unable to confirm that Mr. [redacted] called us to cancel in September 2013. Normally, upon receipt of such a notice, we will send a cancellation confirmation email and cancel the account. Our representatives are required to document every phone call on the account. No cancellation confirmation email was sent to Mr. [redacted] at any time, nor is there any documentation of a phone conversation with Mr. [redacted] in or around September 2013. We have one phone number on file for Mr. [redacted]. We searched our phone records for a call in or around September 2013. The only phone calls made to this number in or around September was two calls to Mr. [redacted] on 10/12/13 and 10/23/13, both of which were made by our auto-dialer to remind Mr. [redacted] to schedule a tune-up. These phone calls went unanswered. No call from Mr. [redacted]' number was found in our records in or around September.

In October 2013, the credit card we have on file for Mr. [redacted] expired. When the next monthly payment declined in November, we began to send monthly emails to Mr. [redacted], informing him that his account was past due and requesting that he call us. During that time, iTOK continued to maintain the licenses current on Mr. [redacted]' membership software. Only under the rarest circumstances will we cancel a membership without first speaking with the customer, as cancelling a membership would result in an abrupt end to the antivirus and backup protections on a customer's computer, exposing the customer to risk and exposing us to potential liability. Thus, Mr. [redacted]'s membership continued.

Mr. [redacted] contacted us on August 20, 2014 to discuss his bill. The iTOK representative who spoke with Mr. [redacted] at that time misunderstood iTOK's policies regarding the collection of past-due balances. We recognize the severity of this error. iTOK does not have, nor has ever had, the policy of threatening to continue membership services and billing unless the account is paid. This iTOK representative's misunderstanding was brought to our attention shortly after he spoke with Mr. [redacted]. He has been coached appropriately and this practice was immediately discontinued. We regret that it was not corrected sooner and we are sorry this resulted in a frustrating experience for Mr. [redacted].

Mr. [redacted] contacted us again on September 8, 2014 to cancel his account. Mr. [redacted] spoke with an iTOK representative who properly reviewed the account and determined that, in Mr. [redacted]' case, a full waiver of the past due was appropriate. Mr. [redacted]' account was promptly cancelled and the past-due amount has been waived in full.

Review: The company has refused to correct issues that they created in cleaning my computer. They were quick to charge my credit card.

My agreement with iTOK was that they were to clean my computer of bugs, malware, etc and then backup my data on a regular basis. After they were finished they had closed and backed up 4 email addresses that I use for various issues. I was unable to open the data or reclaim the email addresses. In addition in the email address that they did leave open is not fully functional. I have called 8 times with no resolution. They have dropped my calls, I have timed out of chat sessions waiting for someone, I have been told that a tech would call me with a resolution and 27 hours later I still did not have a call. I cancelled my account but they refused to give me a refund for the amount that they charged my credit card.Desired Settlement: I want my money back - $277.00

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/18) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

Thank you for the feedback, it is clear that Ms. [redacted] is not happy with the way we handled her email issues, and after looking into this it is clear that we failed her.

It appears we tried to help and at first thought we had succeeded but something happened and we were unable to resolve the issues that came up next. Worse than that, it is clear that she called us several times for additional help and there is no record of anybody following up with her.

This is completely unacceptable and embarassing on our part as this is not the way we provide service on a daily basis. There are no excuses for any of this and while it's unfortunate that it had to get to this point, we are more than happy to resolve the situation in her favor.

Her money will be refunded in full and she should see it on her statement in a few days. Our deepest apologies for this mistake, we will take this feedback and find the areas that need work and get it fixed.

Review: consumer seeking refund due to unprofessional service

Buyer Beware of Itok.net!

I contacted Itok.net on June 15 2013 for help viewing my email. Initially, I was impressed how fast they answered & how quickly they were able to remote into my system.

This all changed, when a few hours into the diagnostic, I watched in horror as they deleted Norton and Mcafee antivirus off my desktop. The explanation I received AFTER both these items were deleted was that my antivirus programs were not compatible with their programs.

I did call Itok Customer Service that Monday & was told by a very rude, unprofessional rep that I was not due a refund since I already had the work done. The Rep went onto say that the tech would have given me Norton & Mcafee back but I was upset and didn't give the Tech the chance to explain.

First, I'm the customer I'm allowed to be upset especially when someone is deleting programs off my system without my permission. Secondly, how exactly do you restore deleted programs? You have to pay for both Norton's and Mcafee.

The tech when he had control of my system, not only deleted Norton and Mcafee, but also changed my computer's background display and changed my homepage to Google, he did all this WITHOUT MY PERMISSION!!

I had to run a system restore to try to get Mcafee & Norton back and the icons still aren't working right.

So, please do not use Itok.net. They will ruin your system!!

"**"

This report was posted on Ripoff Report on 06/22/2013 03:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Itoknet/Lehi-Utah-84042/Itoknet-Beware-of-this-com...⇄ The posting time indicated is Arizona local time. Arizona does not observe daylight savings so

Desired Settlement: refund of amt paid

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/27) */

Contact Name and Title: [redacted] Retention Manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@itok.net

We wish to apologize to Mr. [redacted] for the experience he had with our organization. It was never our intention to cause frustration or upset him in any way.

In response to the issues presented, we have listened to the phone calls and hope to be able to clear things up quickly.

Mr. [redacted] was displeased with the technician taking off the McAfee and Norton anti-virus software and yet in the initial phone call it is explained that having duplicate anti-virus programs running can be problematic and that we would remove them and replace them with ours. Mr. [redacted] was told to try them for 90 days and then he could decide if he wanted to go back to Norton and he readily agreed to this.

When the technician attempted to finish the work and restore Norton, he was hung up on before he could restore the software to Mr. [redacted] satisfaction. Our customer service rep also tried to get him to allow us to restore the computer to his satisfaction but he refused.

It is unknown why the home page or background of his computer was changed, sometimes it is a result of all the work we do to the computer to ensure it is free from malicious software, or perhaps the tech changed it temporarily for some reason and would have restored it, but we were not allowed to do this and resolve Mr. [redacted] concerns. Those are easily fixed and we hope Mr. [redacted] has been able to make those changes.

The original issue was that his email was not working, and we did fix that issue. We are willing to restore a portion of what he paid us to help compensate for the frustration he experienced and will refund $50 to his card. Since the main issue was email and we did fix that, it is only proper that our technician gets paid for the work he did.

Consumer's Final Response /* (2000, 7, 2013/06/28) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: itok repaired my laptop over the internet it failed after 2 weeks when I called to complain the said a tek would call me . never called back. I waited 2 ours online for tek. no call. they charged me a one time fee of 189.00 and a20.00 monthly fee this was on 12-31-2014Desired Settlement: 210.00 dollars

Business

Response:

We appreciate Mr. [redacted]’s feedback. Wehave taken time to research the events above in order to identify the source ofthe issue and ensure the most effective resolution to this problem.Mr. [redacted]’srelationship with iTOK began when he was experiencing trouble accessing hisemail account. We received a help request from Mr. [redacted] on our website andan iTOK representative contacted him to diagnose his problem. Upon inspectionof Mr. [redacted]s’ computer, our diagnostic tech found a number of malicioussoftware that were contributing to Mr. [redacted]s’ email and internet browsingissues. The iTOK rep offered to remove problematic software, perform a tune-upto improve speed, and restore access to Mr. [redacted]’s email. He also offeredto make a shortcut on the desktop that would get Mr. [redacted] right into hisemail with a simple click. This work was quoted at $189.97. The sales rep furtheroffered to enroll Mr. [redacted] in our Member Care Gold program, which wouldprovide Mr. [redacted] with Trend Micro Titanium antivirus software. Alsoincluded in the program is Mozy unlimited data backup, a free tune-up every 90days, and discounts on future work if needed. The sales rep told Mr. [redacted] shecould include the membership in the cost of the fix as quoted, and that itwould only be an additional $19.99 per month going forward. At the time, Mr. [redacted]saw the value in these services and expressed agreement to the membership. Theinvoice was adjusted to include the membership setup in the total cost of $189.97as originally quoted for the one-time fix. Mr. [redacted] agreed to pay iTOK $189.97to have his computer issues resolved, to have his computer fully cleaned up andoptimized, and to commence a Member Care Gold membership with iTOK.All work performed byiTOK technicians comes with a 5-day satisfaction guarantee, wherein we willperform additional work to resolve any problems that occur within the 5-days.We limit the guarantee to 5 days because customers will sometimes,inadvertently, download malicious software, adware, or toolbars that causeadditional problems unrelated to any work we performed or were requested tohandle. No matter what we do for the customer’s computer, there is nothing wecan do to absolutely prevent them from downloading things that will causeproblems for them; even the best antivirus/antimalware programs can beoverridden. Upon receipt of thiscomplaint, we looked further into this issue and pulled all calls and iTOKhelpdesk chats to and from Mr. [redacted]. We discovered to our dismay that onFebruary 6th, 2015 Mr. [redacted]’s submitted a request foradditional Technician support but did not receive the follow up that waspromised. As a result Mr. [redacted] was left to find assistance elsewhere. We furtherapologize that Mr. [redacted]s request on February 25th, 2015 torectify his inconvenience, caused by this oversight, was met with furtherfrustration for Mr. [redacted]. We reached out to Mr. [redacted]to discuss his complaint. Mr. [redacted] expressed his frustration with his experienceon February 6th and was understandably upset that he was left forseveral hours waiting for a call from iTOK. He expressed that since he hadyouth under his care who needed access to his computer for study purposes, hefelt he was left with no other choice but to reach out to another source toresolve his computer issues. Since iTOK had failed to assist him, heunderstandably wanted to discuss options to alleviate his financial burdencreated by the situation. I reassured Mr.[redacted] that this was not iTOK’s standards of serving our valued customers,and apologized for his experience. I confirmed Mr. [redacted] was happy with theinitial work completed on his computer in December, and that his complaint resultedin not receiving a response for additional support. I assured him that we wouldbe issuing a refund for his $19.99 monthly membership fee charged on January 30th,2015, as he did not experience the full benefits of having an iTOK membership.I reminded Mr. [redacted] that with his membership he received Trend MicroTitanium antivirus software, Mozy unlimited data backup, a free tune-up every90 days, and discounts on future work if needed. I offered to upgrade Mr.[redacted] to an iTOK Member Care Platinum plan, which he accepted, where hewould receive unlimited technician support, with an incentive for theunintentional inconvenience he experienced. Additionally, I offered to schedulean appointment with a technician to confirm his computer was working to his satisfaction.Mr. [redacted] expressed his approval at the resolution. Mr. [redacted] has beenvery gracious in our conversation and we appreciate his understanding and continuedbusiness.

Review: spent $100 over internet with itok to fix,repair computer and 2 days later computer was back doing same thing. called customer service numerous times.

spent $100 over internet with itok to fix,repair computer and 2 days later computer was back doing same thing. called customer service numerous times. And they just give me the run around, or don't call back . Tried getting my money back AND THEY KEPT TRYING TO NEGOCIATE OTHER SERVICES. I KEPT TELLING THEM IM DISSATISFIED WITH SERVICE AND WOULD LIKE MY MONEY BACK.. END RESULT THEY CREDITED $30 BACK ON TO MY ACCOUNT AND PROMISED ME A 30 DAY FREE GOLDMEMBER SHIP WITH THE #1 BEST RATING ANTIVIRUS NOW WHEN I TRIED TO LOG INTO TO MY ITOK ACCOUNT IT KEEP TELLING ME INCORRECT PASSWORD SO I RESET IT AND STILL TELLS ME INCORRECT PASSWORD.Desired Settlement: fULL $100 REFUND ALSO ANY OTHER CHARGES THAT THEY POSSIBLY COULD HAVE APPLIED. ALSO I PUT MY PERSONAL INFORMATION , DEBIT CARD, AND MY EMAIL / PASSCODE IN THERE HANDS NOW NO TELLING IF ITS A SCAM OR WHO ELSE IS GOING TO END UP WITH MY INFO / POSSIBLY INDENTITY THEFT. SO IM ASKING FOR COVERAGE IF ANY OF MY INFO IS USED OR DEBIT INFO . ALSO AN INDISSONAL $100 FOR ALL MY WASTED TME.

Business

Response:

Initial Business Response /* (1000, 5, 2014/06/18) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@itok.net

([redacted] is in our records as [redacted])

We appreciate Ms. [redacted] feedback. We have taken time to research the events above in order to identify the source of the issue and ensure the most effective resolution to this problem.

According to our records, Ms. [redacted] relationship with iTOK began on when she was experiencing slowness on her computer and trouble accessing her email account. We received a help request from Ms. [redacted] on our website and an iTOK representative contacted her to diagnose her problem. Upon agreement, we collected $99.99 from Ms. [redacted] in exchange for a number of services, including a full computer tune-up, removal of malicious software and adware, installation of a free antivirus software, and restoration of her email account. An iTOK technician then worked on Ms. [redacted]'s computer, performing the requested services. Ms. [redacted] email login credentials were reset to allow her to access her account, a full cleanup and tune-up was performed to optimize the performance of Ms. [redacted] computer, and several toolbars and adware were removed from her computer. Upon completion of the work, we received a perfect score of 10 out of 10 on the satisfaction survey Ms. [redacted] filled out, wherein she also commented, "You guys are great."

Another iTOK representative called Ms. [redacted] the following day to follow up on the work performed and ensure her computer and email were working as they should. The iTOK representative left a voicemail requesting that Ms. [redacted] call us back if she had any further issues or questions. We inform each customer at the point of sale that we guarantee our work for 5 days, during which time the customer may contact us and we will perform any additional work needed. We limit the guarantee to 5 days because customers will sometimes, inadvertently, download malicious software or adware that causes additional problems unrelated to any work we performed or were requested to handle. We received no notice within the 5-day period.

Eight days later, we received a call from Ms. [redacted] informing us that she was having computer problems and requesting a refund. Wanting to save Ms. [redacted] as a valued customer, a manager spoke with Ms. [redacted] and worked out a deal to her satisfaction, in lieu of a refund. We fixed the issues on Ms. [redacted]'s computer at no additional charge. We also issued a [redacted] refund to Ms. [redacted]'s initial payment as our way of saying thank you for giving staying with us and for giving us a chance to earn her business. We further provided Ms. [redacted] with a month-to-month membership with iTOK, and waived both the setup fee and the first month's payment. The membership included top-rated antivirus software, unlimited data backup, a tune-up every 90 days, and a discount on any future work. We also installed the iTOK helpdesk, which is a communication device that would allow Ms. [redacted] to contact us at any time. As Ms. [redacted] had also expressed interest in purchasing a new computer, we informed her that we would be able to transfer her membership and all file data to a new computer if at any point she decided on that course. Ms. [redacted] was satisfied with this arrangement.

We received a message from Ms. [redacted] the following day, requesting a full refund because she could not log into the iTOK software and her computer was "still messed up." When we contacted Ms. [redacted] in response to her message, the iTOK representative offered to help her log in, but this offer was declined. As Ms. [redacted] was still within the guarantee period, we offered to reassess the computer and fix any issue at no additional charge. This offer was again declined. At that time, we cancelled Ms. [redacted]'s membership pursuant to her request. No further refund was given at that time because all work paid for had been completed on the initial visit.

Upon notice of this complaint, we attempted to contact her to resolve her issues and come to an amicable resolution. Upon reaching Ms. [redacted], she explained that she did not wish to discuss the issue with us and she abruptly ended the phone call.

We assure Ms. [redacted] that we take the integrity of each customer's identity very seriously. At the time Ms. [redacted] provided her information, all personal and debit card information was properly secured and/or encrypted according to industry regulations. Our data systems are protected by bank-level security. We have not retained any password information that Ms. [redacted] shared with us, as this was only required when log-in credentials were reset to restore her email access.

While we were unable to discuss the above issues with Ms. [redacted], we recognize that when working with a new company there is a certain level of trust that must be earned. Ms. [redacted]'s actions clearly indicate that we failed to earn her trust. We did our best to address Ms. [redacted]'s issues and set her computer up in a way that would best ensure both future protection and ease of use. We are very sorry that somewhere along the line this process was communicated and performed in a way that fell short of Ms. [redacted]'s utmost gratification.

We have issued a full refund of Ms. [redacted]'s sole payment to iTOK. We hope that she finds this a satisfactory resolution to her experience with us.