Complaints

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed 2 motion sensors that do not work in my small and large garage. Every time they try and fix them as of last month.... They now say they sold me incompatible equipment. Why would they sell somone something that does not work? I want what I paid for andcI want it to work.

  

  Business response

  02/20/2024

  Voicemail was left for the homeowner by the ** of Operations on 2/20/24 10:30am. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Security monitoring was cancelled without notice and formal communication. Breach of contract. - terminated service with no recourse Good standing customer over 2 1/2 years paring ***** plus over **** in products.

  

  Business response

  01/16/2024

  Our VP of Operations was able to speak with the homeowner on 1/15/24.  He stated the BBB complaint was initiated as he was frustrated with the events, not realizing it was driven by his ***. The *** decided not to renew the Bulk Monitoring Agreement with us as of 12/31/23 and then terminated negotiations with a new home security vendor on 1/12/24 pointing the blame at Uxari. The homeowner had not seen the Notice of ******************** that was sent on 11.28.23  to all subscribers.  The homeowner's email address was confirmed to be correct. He acknowledged as such.  His frustration is with the handling of this by his *** now that he is clear on the entire picture.
  
  He had great things to say about our staff all the way around. Likewise, he has signed a new agreement.  He did not care what the *** was doing, he wanted to stay with Uxari.
  
  We have reactivated his services, and all is complete.
  
  He will withdraw the complaint from BBB as he understands and agrees Uxari is not at fault.
  

  Customer response

  01/16/2024

   
  Better Business Bureau:
  
  I spoke to the ** Operations yesterday and he was able to help resolve the complaint 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am moving to another home and UXARI refuses to end my contract. They have told me I must payout for 13 months that are left, at $37 a month! No alarm company is this inflexible. I dont even remember ever signing a contract at all. It costs them NOTHING to shut off my service and I have been loyal and paid on time for the past 6 years. I will NOT be recommending them to anyone unless they make this right with me.

  

  Business response

  09/05/2023

  Good day,

  On September 5, 2023, our COO attempted customer contact via phone, the call resulted in leaving a voice message.

  Customer response

  09/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The COO contacted me and was very helpful and understanding of my concern. I no longer have an issue with this company.
  Sincerely,
  
  *******************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  we purchased a home in Artisrry and was forced to use their low voltage company. first they took our $ and said they never received it called the bank and they had they threatened to not ship our equipment or provide the survice if they didnt receive an additional wire so being under the gun we then resent it. again they claimed they didnt so we called our bankn again and they had both wires in their account our bank had to retrieve our money. then they were supposed to recieve equipment and installation today. they never shipped the items needed and they refuse to help im any way

  

  Business response

  07/06/2023

  A phone message was left for the homeowner yesterday. The call from the homeowner was returned this morning.  He acknowledged that his wife filed the complaint based on the trouble they had from the start with the wire transfer payment which was a result of a disconnect between both banks preventing the timely scheduling of installation. Yesterday, the 2 technicians completed the job, and the homeowner is 100% happy with the result.  The technicians were tidy and professional.  They left the workspace spotless.  Additionally, all members of the household got a thorough tutorial. In response to me following up from an executive level, he agreed to contact BBB to remove the complaint.  He felt I took appropriate actions to address their situation.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have contacted the company on numerous occasions (phone, email, third party) to cancel security monitoring of my previous home **********************************************************************. I sold the home on May 18, 2022, and therefore no longer need alarm monitoring services for it. However, Uxari wants to continue to charge me till the end of the year, citing contract agreement after I upgraded the alarm system. I paid for the upgrade and it was necessary because they would no longer support the old system. I would like them to cancel my account and credit me back any monies paid after May 18, 2022.

  

  Business response

  09/14/2022

  Our executive team made contact with the homeowner on 9/13/22 to gain a better understanding of the complaint. Our findings uncovered there was a miscommunication back in May where our team did not receive the required formal cancellation letter, which is a requirement for security companies to be relieved of any liability. As a resolution, the homeowner sent our team the formal letter cancellation and we refunded for charges dating back to May. This resolution was acceptable to the homeowner. 

  Customer response

  09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to clarify that prior to my complaint, I was never offered the option for cancellation or a method/form for such. However, Uxari was highly prompt and diligent post-complaint in contacting me, providing the form, and completing cancellation of billing and reimbursement of charges. I am very satisfied with their resolution of the issue.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A mess of a company! Upon buying a new home in Florida, a salesman named Kyle from Uxari called and sold me on hanging two TVs, one in the great room and one in the owner's suite. He knew the owner's suite's wall for the TV was on an exterior wall because he told me he will have the builders raise the electric socket and cable. I had to pay the entire amount upfront. The installers hung the owner's suite TV but the cords were hanging down the wall. I asked my salesman why they would hang a TV where they couldn't hide the cords, and I received the answer that the sockets weren't raised. He proceeds to tell me I have to hire an electrician if I don't want to see the cords because Uxari won't drill in the wall. I am out $1400.00 and have cords hanging down my wall. My salesman stopped returning my calls and text to get a refund. I called the office and talked to someone named Wendy in scheduling who could not have been more rude. She was so intimidating because of her rudeness but she said she will refund me for not hiding the cords. I have yet to receive my refund and it's been almost 3 weeks since we last talked. Do not do business with Uxari! Hire a handyman; they are more reputable and capable of doing the work.

  

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/21) */ The customer was contacted by our COO on April 19, 2022 to gather additional details on the complaint. The customer felt mislead due our team not identifying the desired television mounting location was an exterior wall during the pre-construction sale. An explanation for the miscommunication and appropriate refund was offered to the customer. On April 21, 2022, the customer found our explanation and refund offering acceptable. The customer stated she may retract the complaint. Consumer Response /* (2000, 7, 2022/04/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Upon receiving my complaint through the Better Business Bureau, Dan, from Uxari, contacted me and apologized for the events that happened to me with his company. He listened to my complaints and he seemed genuinely concerned, enough that he mentioned he would use this experience to improve the business. Dan suggested to refund me the total cost since I have to hire an electrician to finish the job Uxari started. I appreciate how easy it was to deal with Dan, and how quickly he was able to resolve my complaints. I already received my refund check, which leaves me with a better feeling about using Uxari in the future.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩