FREEPORT (WREX) — When you see something with a “B” grade, you may think it means it’s good or above average. But two women say a Freeport business with that grade doesn’t deserve it because it has more than a dozen complaints against it with the Better Business Bureau.
“We got the runaround every time we called him,” said Sharon Peska, a former Computer Pros customer.
“It was very frustrating,” said another customer, Tracie Johnson.
Johnson and Peska both took TVs to Computer Pros in Freeport and both say they didn’t get what they paid for.
“We had a 70″ square TV. He had it until October of 2018, so four months. And we finally picked it up. It was not fixed,” said Peska.
“I brought it in March 29 and it has been five-and-a-half months for this TV to get repaired,” said Johnson.
Johnson said the customer service was so frustrating, she complained to the Better Business Bureau. What she found was about a dozen complaints against the company, but she said that didn’t surprise her. What did surprise her was Computer Pros grade, a “B”.
“They shouldn’t even have a rating, they should at least be a C or below,” said Johnson.
But the BBB said the grade for Computer Pros, and any other business for that mater, isn’t up to anyone.
“There is an algorithm that determines what the grades are, ” said Dennis Horton, Executive Director for the Rockford Regional office of the Better Business Bureau.
Horton says computers determine a businesses grade, and even though Computer Pros has a number of complaints, Horton says it gets a “B” because it has responded to those complaints.
“If you have a business that has a fair number of complaints and they go unanswered, they would automatically have an F,’ said Horton.
“I don’t agree with that,” said Peska. “Just because he’s answering a complaint?”
“I think i’s wrong,” said Johnson. “They need to change their rating system because it is giving them a B and, I think, makes people kind of think they are possibly decent. But I don’t fee they are at all.”
Computer Pros denied our request for an interview. Johnson and Peska sauy they hope others do their homework before turning to any business, even if at first glance they look good on paper.
The BBB also says if there is a pattern of similar complaints it will get involved with the business to try and fix the issue. It says the complaints against Computer Pros vary so as long as the company keeps responding to those complaints, it will maintain its B grade.