Aquilis — Local services in Ross Township

Update: I have my Mother's laptop. Early November I got a call from Courtney telling me it was ready to be picked up. She was friendly and kind and she explained the series of misadventures that lead to the her not getting in touch with me sooner. She even waved the cost of replacing the screen as an apology for how long it took to get the computer back to me. And the computer works perfecly; the new screen looks well-repaired and nothing was out of place.

Honestly, were it not for the response to this review, I'd probably have completely deleted this and chalked the whole experience up to just a misunderstanding of epic proportions.

Original review:

My mother took her laptop in for a cracked screen. She paid up-front $100 for the hardware necessary. For months they've given her the run around about getting her computer back.

"Oh, it needs a different power cord." "Oh, the power cord that was delivered was different from what we ordered, we need to wait for the right one to come in." "Oh, there was a death in the family." "Oh, there was a wedding," "Oh, it's at our other location and needs a diagnostic scan, still."

No amount of begging, pleading, or cajoling has gotten them to even give us a timeline on when to expect the computer back. I've made it explicit we don't want them to do any more repairs on the computer; return it in whatever state it's currently in.

They work by appointment only, and don't answer the phone, so I'm forced to leave voicemails that they never return. They occasionally talk to my mother, but I suspect they take advantage of the fact that she's kind-hearted and not knowledgable about technology.

I have never had a more frustrating encounter with a business. I feel like my mother's computer was lost, broken, or stolen and they hope by giving us the run around and/or stone-walling us that we'll eventually just give up.

Go anywhere else. I am so annoyed that I didn't just tell my mother to go to Best Buy, because seriously, this is the worst.

ETA due to the company's response: I just double-checked, and I have no voicemails at all. I also double-checked that I was able to receive voicemail by using my husband's phone to leave myself a voicemail. I got the notification immediately.

I've called them at least 3 times over the span of several weeks and left voicemails on their machine which identifies them by name. My mother has also called and even stopped into the store to ask for her computer. I'm not sure how else they expect us to "reach out."

I checked with my mother this morning before writing this review to ensure that she had not heard from Aquilis. The last time she'd talked to them was when she showed up at their store. Ie, she had to corner them to get them to talk to her at all. At that time she was told that the computer was at the other location and would need a diagnostic scan before being shipped back to the Babcock location.

She was not given a timeline and she did not reach any sort of agreement about when she would get back her computer. She was basically just told, again, that she'd have to wait and they'd get back to her.

Also, yes, my mother did opt into having the power-cord replaced, but at this point and after all of this run-around, I wonder if it really needed a cord replacement. Regardless, replacing the cord shouldn't take four months.

All I want is my mother's computer back. Please. Just work with...

Will NEVER go back. I had a broken screen and they replaced it no problem. The problem came when my hard drive failed x 2 and they had to replace it. This laptop is 5 years old and I wasn't going to spend the $$ to repair it when I could invest in something new without any issues. They ran diagnostic tests on the laptop and there were NO PROBLEMS before they replaced the screen then the hard drive failed??

They had my laptop from 4/26-6/4 without ANY calls to let us know about the progress (we were on vacation for 10 days but when we got back there still was no call from them).

When we called to check on the progress they apologized for not getting back to us, apparently they had fired the guy that was working on our laptop and never decided to call us. They wanted to replace the hard drive as it had failed x2 after they had replaced the broken screen. We decided to get it done as we had already paid for 1) replacement screen 2) diagnostic tests (to check for viruses) 3) labor to replace the screen

We JUST picked up my laptop yesterday after starting this process 9 WEEKS AGO! They told us that it was delayed further as one of the guys was in the hospital. They took off a little bit of money for the hassle.

Fortunately, we have another laptop and smart phones. Can you imagine not having your laptop for 9 weeks? Ridiculous. Spend your $ anywhere...

Aquilis was wonderful to work with; they added some RAM to my MacBook Pro recently. I felt their staff went above and beyond in working on my MBP to make sure all of my applications were re-added to the computer in an OS upgrade and to make sure things were done right, not just done fast. The owner was really helpful from the start and was very transparent about pricing and quality differences between parts and hard drives. To a person who doesn't know much about these things, it was really helpful to have it explained to me in an honest way.

They were very communicative and kept me in the loop about the day or two extra it was going to take for them to properly fix my issue and install the extra RAM. I'm sure they spent more time than they probably planned in my original quote, and regardless, did not charge me extra and finished the job.

My only 'complaint' is I think their storefront could be a little more professional. It isn't very tidy and I don't think it reflects on their business all that well, unfortunately. Paperwork and pizza boxes all over the front counter, that sort of thing. But I was quite happy with their service - and that's really...