Complaints

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, **********, I contacted ******* Security regarding the camera on the left-hand side of my house. I spoke with ****** ******* via phone. I was inquiring about the camera having been out for several days. Mrs. ******* asked that I hold on to check the records to see if I paid for the last visit for them fixing the cameras. In 2021, I spoke with Mr. ******* regarding the camera power cord being spliced upon installation. This was a camera that I paid for separately. The camera was a factory issued brand new camera purchased through a vendor. The technician when it was first installed in 2018 spliced the power cord and connected it with another camera to one outlet. The technician did not properly install an electrical box to house the new chords. The technician chose to leave the spliced cord out across the insulation in the attic. This was a fire hazard. I discovered this was improperly done in 2021 and contacted *******. At that time, I spoke with Mr. ******* regarding the power cords not being properly installed in the attic. I contacted ******* Security to discuss the status of the camera power cords that had been spliced. Ms. ******* went to look up if I had paid for the last visit. She returned to the phone and stated that she would not be paying for a new camera. I informed Ms. ******* that I did not ask for a refund. I stated that she was going to look if I paid for the last visit. Ms. ******* stated that I was being disrespectful. I informed her that I was not being disrespectful rather I was stating what happened. I mentioned to Ms. ******* that I did not ask for a refund and that she was being disrespectful. I stated to her that I was a loyal customer and had not been disrespectful towards her. Ms. ******* at this point began to talk over me about the situation. I informed her that I would writing a letter regarding my concerns with her company. Ms. ******* stated that I was threatening her about writing a letter.

  Business response

  08/19/2022

  Business Response /* (1000, 8, 2022/06/20) */ ******************************************************************************************************************* Hi , My Name is ****** ******* I am the one the customer spoke with on the last time she called the office - to go back a little , The customer started service with ******* security on ********** this is when the equipment was purchased and installed the total of this invoice was 1999.00 everything was installed and worked properly - a one year WARRANTY came with this install - around 6 months later on ******** the customer asked for ******* security to install cameras she purchased off ****** - we do this however she was made aware as it is on the service request she signed that there is no warranty on customer provided parts that we install - she paid for us to install the parts and we did - customer called over one year later date of ******** and said the camera was not working the customer paid a service call fee of $120 we went out and fixed the issue -we move on to ****** she requested another service call for the cameras we told her that she was outside of the original warranty and there was no warranty on the second items that were installed - the customer became very upset about there being a charge for the service to check the cameras and ultimately spoke with the owner who pardoned the service call fee for her - so we went free of charge and fixed whatever the issues were in the attic at the time and installed a wire box - moving on to 2022 this last time Mrs. ******* called - I spoke with her, she told me her cameras were not working and that she was having issues with it I allowed the customer to tell me what was going on and I pulled up her account - I was not rude as the customer states I just told her that she did not purchase the cameras from us so I could not refund the money or replace the cameras because again they were not purchased from us the customer became very upset however i was only trying to explain that we installed these parts 4 years ago and some of which were not even purchased through us so we would be more than happy to service it but that it would be a charge - the proceeded to ask for a manager at which time I told her I was a manager and would be more than willing to help her resolve whatever issues she was having - Mrs. ******* said she no longer wanted to speak to me and wanted someone else with ******* security to call her so I had my assistant tammy call her later that day to see if she would like us to schedule a service call with her that of which Mrs. ******* declined. That was the last I had heard of her until receiving this letter - I have been and currently am still willing to help Mrs. ******* with a service call to make sure her equipment is working as she would like it to be however I will be referring this information and anything further to my attorney - Thank you

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