Complaints

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I contacted Rob at R & E Vallee IT Solutions Ltd on August 17, 2023 about transferring pictures from a defective hard drive to my working hard drive. He was not in the office at the time and directed me to drop it off with the ****** at ***** ****** ********** (His office is a room located in another business). I dropped off both my defective hard drive and my working hard drive with a note taped to it with details. The ****** at the front had brought them both to his office. Rob then contacted me on October 21, 2023 to let me know the old hard drive was dead and referred me to a business in Vancouver that can help. He dropped off my dead hard drive with the note that was attached to my working hard drive, and I asked where the other one was and he said he only received one. On October 31, 2023 I messaged him a picture of the note and highlighted the part providing proof that I dropped off two and he told me he would look for it. Over the next couple months he kept saying he was going to look for it and kept making excuses, I can provide screen shots of our messages for proof that I have been the one actively making communication. Everytime form of contact has been initiated by me, and he keeps putting it off. Today he said “If you prefer, I will give up right now and you can take the steps you need to take. Your choice”. He had my property and he lost it and he is not putting in the effort to give me clarity. That hard drive has almost a decade worth of family pictures and videos that I will never get back and he has been so unprofessional in handling this. It has been 7 months now and nothing has been done to return my property, and he needs to take action, because he keeps putting it off. This has been an awful experience and I want my property back immediately.
  

  Business response

  04/03/2024

  The customer here, did not drop the devices off to us at Vallee IT. She did not contact us on drop off date, nor did she contact us for over two months. We were told two months after her drop off that she had dropped off two harddrives, neither of which touched either employees hands at vallee it. 

  
  

  We were told she she had dropped them off to a seperate business ****** ****** ****** **********) or had cold dropped them on a busy work bench without filling out a proper form. For best service having compliant customers that fill out our proper paperwork or contacting us would be helpful. 

  
  

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I literally provided photo proof of the contact we made on the date I dropped off my property to your business, and as for dropping it off to another business, your office is located inside that business and I did as you instructed on the call...which was to drop it off with ************ ********* becuase you were not in your office. And both hard drives were attached, you only returned the damaged one. And as for formal paperwork, if you instruct a client to drop off items to another business, it is your responsibility as a business owner to provide the proper paperwork, not MINE. I have provided multiple screen shots of the communication I have made with you and your excuses, and now that I've made a complaint with BBB 7 months after you lost my property, you have changed your tune entirely. This has been a horrible experience, and I have been MORE than patient with you. 
  
  Sincerely,
  
  ***********************

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