Complaint Experience
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Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
We have received a significant number of complaints against this company. In at least some cases the complaint allegations are very serious.
Complainants typically allege misrepresentation and deceptive business practices. Typically complainants allege representatives mislead consumers into paying for services and software that is claimed to fix problems with their computer. In many cases complainants allege the company fails to provide adequate services does not fix problems provides fraudulent diagnoses of problems and uses deceptive ad practices to entice consumers into paying for services. Additionally complainants allege difficulty determining if their security has been compromised by allowing the business to have remote access to their devices. In some cases consumers allege technicians cause additional problems to their computer and use high pressure sales tactics to up-sell additional products or services. Most complainants request full refunds.
The company responds to complaints by issuing partial or full refunds. In general the company fails to address the specific allegations of the complaints or security concerns raised by complainants. One or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.
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