On-Site Express, Inc. — Local services in Lakewood

As much as it pains me to have to leave a negative review because I really didn't want to. Brian was a nice guy and seemed genuine over the phone. But.... I was told over the phone my initial cost for replacing a water cooler for an air cooler and power supply swap would be $120 in labor plus $55 for the air cooler which I probably could have found a better cheaper one in store or online but I wanted to trust and support this Ma & Pa shop so I went with his recommendation and what he had in stock. We arrived to a store that could only be described as a hoarder type environment computers and parts scattered about everywhere with not much of a store space to walk about, including an abundance of small barking dogs which is fine I like pets don't get me wrong... Just wasn't a very professional look and feel if you ask me. We went over again what work I was requesting with no adjustment to agreed upon pricing as we discussed over the phone. Brian took my pc and parts and some of my contact info and said it should be done by end of day and that he'd call me when it was finished. Great. He closes at 7pm and the time is coming up on around 5:45ish with no phone call yet so I call into check on his progress with no mention of update in pricing just that if I arrived between 6:30-7pm it would be ready to pick up. I get there and he invoiced me for a total of $256.07 this might have been OK had he called me prior to just assuming I'd be OK with the additional charges. I can't help but feel like I was nickel and dimed based on maybe what appeared as though I had "Money To Blow" because of maybe the cost of what my pc was to begin with worth about 2k in parts. I could be dead wrong here in my assumption but the whole transaction just felt that way. He said the added cost was due to difficulty and added time it took which is fine but still would have liked to been discussed rather than be surprised when it came time to pay up.

Another thing that bothered me was the lack of attention to detail and workmanship. When I brought this to him the original manufacturer had all the cable management hidden out of sight and just a real great overall look and appeal. For the price I paid I expected a thorough dusting and cleaning of parts, case, and tidy wire management instead I got spaghetti shoved in the power supply mounting slot, I have pictures of dust covered SSD's, and one of my RGB lit fans no longer had its RGB lights connected and working which is what led me to opening the case up when I got home and I ended up fixing this myself but finding the unprofessional wiring and dusty components inside.

Anyway this is turning into a novel and I really just wanted to give an honest review here and I hope you take this criticism to heart and maybe think about what you can work on for your next customer experience and interaction Brian.

I feel like the only way I could feel satisfied with this transaction at this point is to be refunded the $63.57 I was overcharged for because the extra time and effort you said you put in definitely didn't reflect in your end result and craftsmanship. If you are genuinely passionate in what you do and look to gain the trust and respect from your customer base I'd expect to see this credit to my account without me having to do anything else to make it happen. If and when I see this I will recondiser your place of business for future transactions and will spread the word of the experience with my friends and family as though a rocky start but that Brian took care of me in the end and...

Very fast, efficient, and affordable! Brian and his co-worker have been nothing but kind and (very) generous to me. You can definitely trust them to be honest with you when discussing matters, and doubly so in regards to fixing them! This was the first tech place I'd ever been to; I now bring my machine in whenever there's a problem I can't fix on my own. They do good work!

To On-Site: I almost threw in the towel and would have downgraded to a cheaper laptop had I not found you guys' those months ago. To have it up and running again with no issues is a dream come true. (Also, I appreciate your help in fixing those update issues yesterday). Thank...

So I brought my pc by because it had a lot of issues. Whenever I would play Battlefield 5 my computer would crash and restart and on top of that there was issues with the graphics card. Brian put in a lot of time and effort to figure out what was causing the problems.

Pretty much he ran memory tests which was causing the blue screens and weeded out the bad memory ram. As for the graphics card issue it had to be reseated but he also tightened it more because the old one I had was a lot smaller.

Now my pc runs with no issues no lag, no blue screen and the connectivity is a lot better than what it was before. Thank you Brian...