Hub Technology Solutions

Poor customer service, lack of communication
Contacted Hub Computer Solutions after the July long weekend. Was clear with our businesses' technical needs. Received an on-site visit from 2 Hub technicians who were shown the equipment and system we had in place. A week went by with several unresolved issues - when contacted, were told to "power cycle" system.

When the tech was scheduled to come to our location to do a site survey, we also created a separate ticket to get our wifi going in specific areas of the property. By the end of the day, the tech assured us that wifi was up in those sections. They were not.

Following this visit on July 24th, there was no communication between any of the techs and myself. I sent an email to follow up on the work that had been done on July 26th and upon not receiving any response by Friday, I sent another email advising that due to the lack of service and communication, we would not be moving forward with Hub's services. I received a response the following Monday, July 31st (a full week after the site visit), and in the email, Ricardo apologized for not contacting me sooner, and "I would like to clarify HUB communications, if you email [email protected] (for service related issues) or [email protected] (for sales related issues), it will generate a faster response time then emailing my personal email address as we are in and out of the office and working on tickets/projects that may prevent us from checking our email in a timely manager. These two email addresses are constantly being monitored and any issues will be acknowledged in a timely manager." So evidently, talking to someone who is completely unaware of the situation would be far better than talking to the person you have been working with that would be familiar with your actual needs.

I was then contacted by a Cameron *** who attempted at saving some face for the company but to be quite honest has made the situation worse. Referred to the lack of communication as them "dropping the ball" and claimed to have "addressed it internally". After sending this email, I received an invoice from Hub for nearly $800. Again, nothing was resolved, their tech completed a site survey and they cunningly attached it to their response so they could say they provided it to me. I have agreed to pay for the their tech's time to travel to our location as well as the time spent here in on our property. Also on the invoice was a $330 charge for "remote work" which I absolutely refuse to pay considering absolutely nothing was solved and I most certainly will not pay $330 for someone to tell me to "power cycle" my equipment.

Very very poor way to do business on Hub's part. Upon terminating the business relationship with Hub, I contacted another company, *** who were leaps and bounds more attentive and helpful to our needs than Hub.