Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2023

  Type:Sales and Advertising 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.

  My 83-year-old mother with dementia clicked a pop-up ad for this business seeking to update her email address. She submitted her phone number. A person named ************************* (with an ****** accent, so likely not his real name) told my mother he was a ********* tech and that she had a Trojan virus (not true—my mother has a firewall and virus protection from ******). She would need to pay $699 to fix it. He then took control of her computer, said he had access to her files and photos, and is currently holding her computer hostage until she pays the $699. She cannot access her computer at all. Reports have been filed with the state Attorney General’s office and the Federal Trade Commission. We will need to take the computer in for repair and this scam of a company should pay for these repairs and no other resolution will be accepted. Repairs offered by Instafixus will not be accepted since they are not a legitimate company nor are they associated with ********* in any way (this info was provided by the ********* company after contacting them directly). All internet searches about this company bring back results that say it is a scam. Please warn consumers about this predatory company. It’s shameful that they do this, let alone to an elderly person. If necessary, we will file a lawsuit against the company. 

  Business Response

  Date: 07/27/2023

  Hi Team,

  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.

  Regrads,

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

  Business Response

  Date: 08/10/2023

  Hi Team,
  
  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.
  
  Regrads,
  
  Instafixus llc

  Customer Answer

  Date: 08/20/2023

  I reject their response. They have no record of any transactions because my mother never gave them her credit card information, but she did regrettably give them remote access to her computer which they locked up and demanded $699 to fix it. I had to take the computer to be completed wiped clean which at the cost of $200. This company is fraudulent and needs to be shut down. The only way for that to happen is if the BBB and Federal Trade Commission investigate them. Please help protect consumers from this predatory “company.”  A report has also been made to the FTC. 

  Customer Answer

  Date: 08/28/2023

  I have included the report from **** *** along with the receipt for services.  The most cost efficient option was to purchase their one-year membership.  To have them do the same work without the membership would have been significantly more money.  

  You will also see on the second page of the document a handwritten Post-It note written by my mother with the name of the "Tech Support" person who hacked her computer along with his phone number.  When calling this number, you get different people who answer but say they are "***** *******."  

  If you need further information, please let me know.

  Business Response

  Date: 08/30/2023

  Dear ******,
  
  I am writing to you today regarding the payment you are asking for. I understand that you are having problems after contacting us, but I cannot issue you funds for which we are not responsible.
  
  Just to confirm, we provided services for needy people in a legitimate way only. We will send an invoice in accordance with our terms and conditions.
  
  I am willing to work with you to find a solution that is fair to both of us. If you are having any issues we can help you in fixing the computer without any charge. However, I cannot issue you the funds you paid to some other service provider.
  
  Please contact me at [email protected] or call on the TFN provided to discuss this further.
  
  Thank you for your understanding.
  
  Sincerely,
  Instafixus LLC

  Customer Answer

  Date: 08/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  This "company" is a scam.  Just read the other complaints on the BBB website and you will see that they are similar.  The only acceptable response that will be accepted is to be reimbursed for the cost to fix my mother's device.  I will absolutely NOT, under any circumstances, let this bogus "company" have any sort of access to any device of mine or any device of anyone in my family for them to hack again.  Ideally, they need to be put out of business.  

  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/08/2023

  Type:Product 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.

  My mother was scammed by this company, She is 84 years old and they first called to say they could help her with her computer for a thousand dollars. She insisted she didn't have the money so they spent an hour on the phone with her and got $300. She needs to be refunded immediately.

  Business Response

  Date: 07/27/2023

  Hi Team,
  
  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.
  
  Regrads,
  **********************

  Business Response

  Date: 08/10/2023

  Thank you for reaching out to us but unfortunately we dont have any information of Customer mentioned in the complaint ,So request you to please help us with the customer information so that we can process the refund of the amount which customer paid to us.
  
  Regrads,
  **********************

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Instafix took $699.99 from my wife *************************** to suposadly fix her computer without my knowlage. Then since it did not fix the computer, she was on a call with them *********************** and he convinced her to give hin access to our bank account, so he could suposedly give her back a refund of $699,99. Instead he claimed to give her back $4699.99 to show up in her account, so to give him back the money she was not due her she had to go to the bank and withdraw $4000 and go to 2 different gas stations and send hin back the $4000, only problem was when I went to my account to pay the bills, I discovered he had gone into my account and borrowed $500 from our HELOC account to my checking so he could transfer $4699.99 to her account to fool her into thinking he was giving her a refund of $4000 to much to get her to send him back the $4000. Which she did, So now they Owe us $4699.99 He then called from ************* claiming if she would get on the phone he would refund the $4699.99, but our bank has already locked all of our accounts so he said we would have to wait to see if the BBB would help us.

  Business Response

  Date: 09/29/2023

  Hi Team,
  
  Apologise for the Non response ...Request you to please reopen the case and we are happy to resolve the issue on Customer favour.
  
  Regards,
  
  Instafixus llc

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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.

  I was ripped off by a company - Instafixus - which has many complaints here with the BBB. I was vulnerable to a pitch that I needed this company's services to assist with computer protection. I ham a senior, ad just been recovering from surgery, and my guard was down. So many of the complaints are by seniors. I paid them once in or about 4-5 months ago, and do not recall receiving ANY services. Yet, today I just see ANOTHER $799 debit from my account on June 5, 2023, which is LONG AFTER any "services" could have been provided. I tried to reach them here, per the advice of the BBB. Thus, I called the company just now, and they said that there was "nothing they could do as the account was 'closed. I know that they are in operations of some sort, of course, due to the withdrawal of money from my account, and the fact that someone answered the phone, using the company's name. I have been ripped off!

  Business Response

  Date: 06/08/2023

  Hi Team,

  We have charged this customer only once in the month of march on 03/13/2023 and the charge which customer was mentioning is not ours.And also we received a chargeback from customer as he already raised a dispute with his bankin the same month of march on 03/26/2023.

  Attached is the disute notification of the same.

  Please let me know if there is anything else we can do to help customer.
  
  Regards,
  Instsafixus LLC

  Customer Answer

  Date: 06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  Contrary to what the business is stating, there is a withdrawal from my account in the amount of $799.00 on June, 2, 2023 (I'm not sure that my attempt to upload the transaction from my account succeeded). The business makes no mention of this second transaction, which I cannot believe was "accidental." There is a long list of BBB complaints regarding Instafixus shown on the Web, almost all of which were complaints about fraudulent business practices. I would like a refund of my $799, please.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 06/14/2023

  Hi Team,

  As previously mentioned we have no information about the charges which customer is taking about and we cannot help regarding that as we havent charged that amount,Request customer to contact the bank and file a dispute so that customer can get the money back.

  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

  Customer Answer

  Date: 06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have attached a screenshot from my bank statement, clearing showing two different charges of $799.99.  I need to be refunded the second charge of $799.99.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:05/27/2023

  Type:Product 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.

  On the 24th of May my **** told me to call the company Instafixus because my emails said "This email has not been downloaded from server" and wouldn't show anything. There was a number that it wanted me to call, that being *****************. Upon calling they told me they would install a "firewall" for the price of 900$ and they have not done it. Because I'm not good with technology only after paying them the disclosed price did I see they forged my signature. I contacted a few computer experts and was informed this was most definitely a scam. I called the company back and asked for a refund but I was basically told to just "go away" in a sense. I would prefer for this to be resolved as soon as possible, but I'm fine waiting a few more days.

  Business Response

  Date: 06/15/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we tried to process the Refund as the customer is not satisfied, But the transactioned got declined ,May be customer card or accout was cancelled.

  Attached is the Refund Receipt of the same.

  Please let me know how to proceed further to help the customer.
  
  Regards,
  **********************

• Initial Complaint

  Date:05/24/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Instafixus charged my 84 year old mother $599.99 on 12/30/22 on her credit card for some unknown service. In reviewing her computer, I see no software from this company that offers any kind of security services. To my knowledge she received no instructions on how the used the supposed service. I believe she was duped into purchasing something she did not need and really offers no benefit. My mother was diagnosed with pneumonia on 2/13/23, hospitalized on 2/24/23 and died on 3/13/23 before she could contest these charges. I believe this company uses questionable tactics to target elderly customers who are easily confused.

  Business Response

  Date: 05/24/2023

  Hi Team,
  
  The customer called us for an issue with Email and computer issues, so my technician helped the customer in fixing Email.Once all the issues were fixed technician called the customer and asked him to check if everything was working fine after the customer confirmed everything was working fine technician closed the session,

  As its already 5 months since the service is offered,request you to help us how to proceed further as Customer daughter is looking for refund aswell.

  Regards,
  Instafixus LLC

  Customer Answer

  Date: 05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  

  I am rejecting this response because: the response make no sense . First of all they refer to my mother as him. Are they sure they are responding to the correct account? Secondly, is Instafixus suggesting that they charged $599.99 for one service call regarding email or was this a service contract. If so what were the parameters for this service contract? When did it begin? Is there an end date.? Is it a subscription service? Do you have documentation of the service you claim to have provided? Is there an auto renewal function for said service? If so, I am requesting that all accounts be shut down.  I am asking for a refund because this seems to an predatory fee for the what Instafixus claims it has performed. They mention the service was 5 months ago. I don't believe one call is worth $599.99. I again believe my mother was confused and did not have a full understanding of the so called service offered. This whole thing sounds suspicious and I may have to forward this to the NC Atty General's office as well.
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/02/2023

  Hi Team,

  we tried to reach customer daughet on the number provided in the complaint to discuss about the issue,but we were unable to get in touch with her.As she is claiming that her mother had some health issues and she is no more now we have no problem in processing a refund to our customer . Please help us with the details how to proceed further as we can only process refund to the card through which customer had paid us .
  
  We can also send check on the name of Customer if the account is not active anymore.
  
  Regards,
  
  Instafixusllc

  Customer Answer

  Date: 06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********; I accept response  under certain conditions. 
  

  I reject that the company truly tried to contact me. The number on the file is a mobile number with voicemail and no message was left for me by anyone representing the company. The **** account to which the original charges were made on 1/1/23 is now closed. I am requesting  that a check is sent to me for $599.99, the full amount charged in January as soon as reasonably possible. That check needs to be made to my mother's estate. When I receive that refund and that check clears the probate estate account, I will consider the matter closed. If there are any issues with this settlement, I will alert BBB.

  Regards,
  
  ***************************

  Customer Answer

  Date: 06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********; I accept response  under certain conditions. 
  

  I reject that the company truly tried to contact me. The number on the file is a mobile number with voicemail and no message was left for me by anyone representing the company. The **** account to which the original charges were made on 1/1/23 is now closed. I am requesting  that a check is sent to me for $599.99, the full amount charged in January as soon as reasonably possible. That check needs to be made to my mother's estate. When I receive that refund and that check clears the probate estate account, I will consider the matter closed. If there are any issues with this settlement, I will alert BBB.

  Regards,
  
  ***************************

  Customer Answer

  Date: 07/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I detailed how Instafixus LLC charged my 84 year old mother an exorbitant charge of 599.99 on 12/30/22 for unknown services that are not advertised on their website. My mother was sickly and had multiple medical issues. She died in March 2023 and did not have the opportunity to dispute the charges. When I discovered the charges, I believed that they had acted in a predatory fashion. Instafixus cannot tell me what services were provided other than helping her ONE TIME with an email issue. I requested that a contract for the service be provided. They did not do so. Nothing on their website costs 599.99. When you hit the shop link on their website, it appears that there are packages for computer software by other companies, but no services corresponding to the above amount. A review of the decedent's computer found no applications responding to this service. After their initial contact with BBB, Instafixus agreed to refund the money and said they would send a check if the credit card ending in **** was closed. I agreed to accept the resolution based on Instafixus' representations. BBB closed the case as resolved. To date, Instafixus has not reimbursed the estate, I have not heard from them. I contacted them on 7/25/23. Spoke with Frank who claimed he was not authorized to do the refund. He stated a billing supervisor would return my call within 24 hours. No one from the company called back on 7/26. This is company is dishonest in my opinion and had no intention of resolving the case when it communicated previously with the BBB and offered a refund.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 09/29/2023

  This company never contacted me after I called them on 7/25/23. I did file a complaint with the VA Attorney General's Office and they send them a notice about it. They participation is voluntary and they apparenatly have not answered the complains as I has not heard anything further. In my opinion, based on their initial agreement to reimburse the amount requested and then reneging on that commitment, I believe the BBB should give then an F rating and advise consumers of the disreputable business practices.

  I believe the VA address is just a front for an overseas call center, which probably services many so called computer security  companies. When you contact them, they don't answer the phone but another call immediately comes in from a VA number. When you answer, someone with a foreign accent comes on and says something generic like computer services. They don't give the company's name.  They feign ignorance about what you are calling about and then pass you on to someone in "Billing" who has no intention of helping you. They can't give you the name of a supervisor and obviously do not follow through on anything they say they will do, They have not shared a copy of any contract that my mother may have signed, cannot give details of the agreement, what it covers and how long it was for. I also have reason to believe the they convinced her to access her computer through an app which then made it vulnearble to hacking.  There were indications that her former email was hacked  and bank accounts accessed. Whatever Instafixus is engaged in, I do not believe it is a legitimate service and BBB should warn consumers about it.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I bought something I didn't understand fully. The only service I received was to change an email address for my mom. I paid $400.00 for this assistance. I would like a refund for any remaining time that is left on my subscription. Order *******, Transaction ************, Date/Time:3/28/2022 Total$399.99. paid by Mastercard.

  Business Response

  Date: 09/29/2023

  Hi Team,
  
  Apologise for the Non response ...Request you to please reopen the case and we are happy to resolve the issue on Customer favour.
  
  Regards,
  
  Instafixus llc

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Insta fix contacted us to remove software protection firm our PC. That had crashed and wasnt protecting it. They offered to refund us our money then insisted that the only way to refund would be for us to input our banking information. We were unwilling to do so and were told that they would block our PC unless we answered our phone. We want a check refund.

  Business Response

  Date: 09/29/2023

  Hi Team,

  Apologise for the Non response ...Request you to please reopen the case and we are happy to resolve the issue on Customer favour.

  Regards,

  Instafixus llc

• Initial Complaint

  Date:04/21/2023

  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.

  On Oct 22, 2022 I was having problems with my computer, and this company popped up, and they could help, but need to pay $399.00 and at first, they wanted $600.00. but told them I could not do that. At first they were hard to understand in English, I asked where they were from, all kept saying Manassa, VA. (were from India) They also took off my antivirus I had, and they said they would take care of it. I called again in March when it had problems. I called, and one said to unplug and would call back in an hour, no response, I called back, got a different person, and told me to unplug the internet and would call back in 15 minutes, no response. I called back again in MARCH 17, AND THIS ONE SAID WOULD TALK TO SUPERVISOR. No call back. They a ***** called random and said my computer Stafey was off and I need to go to computer and press the window site, I did not and asked for a phone number to call them call them, l phone number was no good. Then my whole computer shut down, . I called for my refund on 7 of April at 1255 pm and they said it would be refunded in 10 days, That was not true. They pray on Seniors. They are scammers. I want my money refunded.

  Business Response

  Date: 05/09/2023

  Hi Team,

  Refund of ************************* has been refunded on the last month that is 7th April, Please find the receipt for the reference. If there is anything you need from our end please let us know.

  Regards,

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

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am filing this complaint on behalf of my elderly parents. They received a call from Instafixus to tell them that they noticed that 8345.98$ was being taken out of their bank account and being used by someone in Russia to purchase child ***********. Instafixus had my mother click on a bunch of things on her computer, charged my parents $599.99 onto a credit card and go to the bank to withdraw some more money and not to tell anyone at the bank what was going on. When my mother got to the bank, she realized something did not sound right and did not provide her banking information, however, the 599.99 went through on her credit card. At the bank however, she did find out that at no time was anyone withdrawing money from her account (the 8345.98 that Instafixus told her was taken out). When my brother got to my parents house, their computer screen was black with "code" (numbers and letter) going over the screen and the computer could not do anything. Obviously a complete scam to get the 599.99$ as well as possibly more information from her computer.

  Business Response

  Date: 05/09/2023

  Hi Team,

  We dont find any customer by the name *********************** in our data base, Please provide more info or transaction copy.

  Regards,

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

  Customer Answer

  Date: 05/19/2023

  These are pictures of my mothers credit card statement in which she paid instafixus 599.99$ for an obvious scam.  She did not get any service from them.

  Business Response

  Date: 07/27/2023

  Hi Team,
  
  As per the customer's desired resolution and our refund policy we have processed the Refund as the customer is not satisfied, Attached is the Refund Receipt of the same.
  Please let me know if there is anything else we can do to help the customer.
  
  Regards,
  **********************

  Customer Answer

  Date: 08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************