Complaints

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• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our organization hired the IT Company Nerds to Go Franchise owned by ***** Martin in ******** to help our HOA with their IT needs. We were overbilled for hours they did not work, they double billed us and they removed IT security software from our computer systems making our IT vulnerable. We paid for products for a year and they removed them. Additionally, they double billed us for work that was previously performed. More importantly they breached confidentiallity of all of their clients by sending us an excell sheet with billing amounts for all their clients. Therefore that breached their other clients privacy and confidentiality. This included medical and legal organizations. We are horrified that when we asked Nerds to Go to remove themselves from our IT infrastructure, they did not do so and they were still accessing our data after we no longer worked with them. We would like to be repaid for the hours that we were double billed for and we would like them to have better security. They continued to have access to our surveillance system and left our organization extremely vulnerable against cyber stalking, cyber security and virus protection.

  

  Business Response

  Date: 02/20/2025

  Nerds to Go was hired by the **** HOA to review a broad range of IT issues that appeared to be created over time by different board members or people with IT familiarity but not specific expertise.  We completed an audit of the equipment that was installed and the controls that were set up for the existing board members to access these systems.  Nerds to Go helped to identify where systems could be set up to work together and controls could be added for future maintenance.  Nerds to Go learned that the networks were made up of older, unprotected equipment that did not meet modern security standards, and the current members did not have access to the components in the network rack for wired local networks,WIFI or cameras systems.  **** agreed to add network controls, integrate with the existing good components of the camera system, resolve issues with broken or disconnected cameras, define secure WIFI for private, public and outdoor networks. The board expressed a desire to learn more about how to use their direct pay ********* productivity features, not managed by Nerds to Go, within O365 and expand the shared email usage.

  Nerds to Go successfully implemented:
  Secure Network controls
  Gateway security and protection to all network components
  Protected WIFI for Private, Public and outdoor networks
  Integrated network access to 20 outdoor cameras across the property
  O365 user setup, shared email and new PC setup
  O365 productivity application, file sharing and storage review
  O365 self-serve password management
  O365 user guides for board members

  
  During these projects the **** board priorities shifted as key **** members were added or removed and security access needed to be prioritized over other scheduled work.  Additionally,during the camera project we identified major subterranean junction boxes that left network components exposed to the elements, disrupting camera power and signal flow back to the central camera controls.  We agreed with **** to expand the scope of the project and work with the local electrician, using the local hardware spares they had on hand to establish new junction boxes and pull new wiring as needed to connect the additional cameras.
  After successfully completing the major items outlined to this point, Nerds to Go had recommended the addition of email and endpoint security features following what appeared to be a malware risk on one of the key members PC.  We agreed to add virus protection.
  There had been emails indicating that the boards priorities were shifting and Nerds to Go always tried our best to follow the direction that the board desired.  It appeared that the board was happy with the info we provided until attempting to take-on roles within IT management and O365 that they did not have familiarity with,resulting in a loss of information previously provided both verbally and in the users guides.  We believe the misunderstanding between board members and complexity of the changes they were then trying to make caused an interpretation that our advice or written users guides created inconsistencies or rework. We believe the shift in priorities cause time to be used as needed,leaving less time to spend helping users understand the information presented or provided.
  Regarding Nerds to Go access and control moving forward we shared a secure access sheet with Global Admin credentials to all systems we updated for ****, removing our involvement upon their acceptance of the credentials on 2 January 2025 but did not receive confirmation from **** that they had taken control.
  In terms of sharing client data with ****, we did send a reconciliation spreadsheet of hours used by **** and it included hours used by other clients.  The hours and clientsnames are not sensitive and offer no security risks. 
  Nerds to Go has offered to refund the unwanted virus protection on 2 January 2025 but did not hear back from **** regarding how to proceed until this notification.