Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a camera from Loud in Jan 2023, less than 2 years ago, spending almost $1000 on the equipment and install ($879 to be exact). I recently had technical difficulties and had a technician come out. They could not fix my camera because Loud changed their cameras and are now being supported by Honeywell. They advised me that I will need to purchase the new cameras that is being supported. They stated that they cannot replace the camera with the new camera and the most they can do is discount me $50 on the new camera and install. Where is the fairness in this scenario? I spent almost $1K a year and a half ago. The only issue with the old camera was that I changed my network and password and the camera needed to be reset in order to get back online. No defects, no abuse of equipment, simply "THEY" chose to switch companies to support "their" business. The right thing to do, would be to replace the camera and install at no cost to the customer. I'm being penalized for a decision they chose to make. Not to mention, I live in an ***************************** with my mom who has Dementia. You would think that **** would have empathy for the elderly and their needs to feel secured in their home, but instead it's about preying on the elderly and taking advantage of them. It's very unfortunate and I'm extremely disappointed at the lack of accountability and professionalism from this company. I have never had any problems with Loud and considered them to be a good company. I was wrong.

  

  Business response

  08/27/2024

  Hello,and thank you for contacting us about the problem you are having with your camera. 
  
  LOUD Security acknowledges that we have received the above-referenced complaint and we appreciate the opportunity to respond.
  
  We would like to add clarity to many of the comments made throughout the complaint letter, as we believe that there are some misunderstandings or miscommunications, however our ultimate goal is to come to a mutually acceptable resolution. 
  The system in question was installed approximately 18 months ago and falls well beyond the manufacturers warranty of their cameras, as well as LOUD Securitys stated warranty. 
  
  When the customer first called in to inform us that there was an issue, we were told by the customer that the problems started when the customers WI-FI router was replaced, which caused the internet-based cameras to go offline.  This cause would specifically be outside of normal warranty as well. 
  
  To further clarify from the complaint, we have not switched vendors or products,however the manufacturer has discontinued the camera that was installed at the customers home, and a new model is now available.
  Unfortunately,upon arrival, our technician was unable to get the existing camera working properly and when we called the manufacturer, they stated that they are no longer supporting that camera and that the only real option that the customer had was to purchase a new camera. 
  
  While we do acknowledge the cost of the full security system that the customer paid,as stated, the cost of this camera was $299, with the rest of the system making up for the additional.  Further, the rest of the existing system remains operational and functional.
  
  We do understand that the customer would like a camera replaced for free because a different model camera is now needed, however we need to point out that even if the exact camera replacement was still available, it would be outside of both LOUD Security and the manufacturers warranty and the customer would need to purchase a new camera. 
  
  Finally,we wholeheartedly refute any insinuation that LOUD Security would in any way,shape or form base our billing decisions on a customers age or sickness, or ability as implied.  We have never, and will never do business in such a manner.
  
  With the above clarifications made, we would like to extend a final offer to replace the camera for a flat fee of $200 (Plus applicable sales taxes).  This is below the cost of the original camera and will include labor. 
  If this is agreeable, the customer is encouraged to call any member of management at ************ to schedule this service call.   
  
  Once again, we thank you for reaching out to us and allowing the opportunity to respond.  

  Customer response

  08/27/2024

  Thank you for intervening in this unfortunate situation. I would like more information regarding Loud Security's offer. While the offer is below the amount spent on the original camera, I'd like them to advise me of the cost of the replacement camera. Though sales tax and labor is included in the $200 offer, it would be a mute offer if the cost of the camera is astronomical and results in a large out of pocket, still. Regardless of changing my router, this "minor" change would not be an issue with other competitors. The fact still remains that **** is refusing to support a factor that is to no fault of the customer. This is totally about the principle, accountability, and good ethical business practices. 

  Regards,

  *********************

  

  Business response

  09/09/2024

  Thank you for your response, and thank you for keeping open lines of communication.
  
  To clarify, our offer of $200 is a one-time offer that is inclusive of both the part and labor/installation for the camera.  Sales tax will be added as required by law. 
  
  While we are in no way trying to assign blame for the issue, we disagree that changing the router would not be a problem with competitors.  Upon changing of a Wi-Fi router, every item that was connected to the old router (phones, computers, cameras, etc.) would lose internet connection until it is reprogrammed to the new router.  While in most cases, items will connect to the new Wi-fi after going through setup, in this case, the camera would not connect to the new Wi-Fi router, leaving the camera out of normal operation. 
  
  While we are sympathetic to the customers thought that we arent offering support,we would once again like to point to the fact that the camera in question is out our warranty, and the manufacturers warranty by a years time.  Once again, there is no attempt to assign blame as indicated, nor is fault relevant.  Failure of this camera under any cause would be the responsibility of the camera owner, the same as it would be with any out of warranty item and even if the same exact camera were still available as a replacement, it would be billable under these circumstances. 
  
  We wholeheartedly want to come to an amicable resolution in this situation. We hope that our open communication and offer of discounted services will show this. 
  
  Our offer remains open for the customer to contact us and to have a new camera installed.  We look forward in advance to the call and to resolving this situation. 
  
  *********************
  General Manager
  LOUD Security Systems 
  *************************************** 
  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We cancelled our contract with Loud Security due to the fact that their equipment was constantly malfunctioning and they were not notifying us of alarms until well after the fact. Sometimes it would be days before we received anything from their call center if at all. We considered them to be in breach of contact. We notified them of such and all we received was a very nasty response from their office personnel. We have sent them numerous emails and called them to but they have continued to be rude. They claim we have a piece of equipment they installed. We do not know what this is or where it is located. We have advised them in writing numerous times that they can send someone to pick it up or remove it. They refuse to respond. They have turned this over to a debt collection agency and are attempting to collect 3 months they say are due to cancel the contract and are charging us for the piece of equipment we have told them to come and get. This company is one of the worst companies I have ever dealt with and their product, service and attitude should be avoided by any consumer that is seeking this type of service.

  

  Business response

  04/23/2024

  LOUD Security received the above-referenced customer complaint and appreciates the opportunity to respond. 
  
  First, we would like to address the complaint about the timeliness of the alarm calls.  At no time, did we take days to contact the customer about alarms or critical signals from an alarm system, and records show that all communication to the customer was made in a timely manner.  It is our policy however, to make ADDITIONAL follow up calls to the customer, as time allows, to ensure that there are no outstanding issues.  These additional customer service calls are the calls that the customer is referencing.   
  
  We understand the the customer states that our response to their requested cancellation was unprofessional, however we did offer to allow for cancellation, and to forgive the customer's remaining term of their agreement, as long as the customer would return the equipment that was being leased to them.  Per the email communication on 11/9/2023, LOUD security express agreed to waive the additional 8 month so service remaining on the term of the agreement, contingent on the return of the leased cellular communicator.  Instructions on the removal and return were attached to that email, and our customer service department was standing by for her phone call in the event that she needed additional assistance beyond the written instructions.  The return address was provided.  Finally, we understand that the customer is stating that we refuse to pick the device up ourselves, the lease agreement specifically states that the customer agrees to return the device after use, however we also offered to remove the device for her for a nominal trip charge, however the customer has refused to pay for that trip charge.  
  
  LOUD Security would still be happy to work with the customer to find an affordable option for repair if she would like, and to resume monitoring. 
  
  If however the customer would still like to cancel, we are still willing to waive the final months of the agreement term (however any collections fees will now remain), so long as the customer returns the leased cellular communicator as agreed to up front.  Once the communication device is returned, and collections fees are paid, the additional term shall be waived.   
  
  LOUD Security sincerely regrets any inconvenience the above issues may have caused, and we genuinely care about our customers and their feedback.  We hope that this shows that we work diligently to resolve all issues, and appreciate the opportunity to resolve this as well.  
  
  Please feel free to contact any member of management directly at ************ if you have any additional questions or concerns in this matter. 

  Customer response

  04/23/2024

   
  Complaint: 21593444
  
  I am rejecting this response because:  We have the text messages and voice mails that prove it was days at times before your company contacted us.  Or we contacted you while the alarm was going off as your company had not contacted us.  We are not referencing the follow up calls that for the most part never happened as well.  Again we will be glad to provide our phone records to verify when you called and when you did not.

  We were advised every time we contact Loud that they did not know where they had located the equipment in our home and on multiple occasions advised it was could be located in our attic by ***** and ***************************.  We asked multiple time if it was the panel by the door and was told they did not know.  We did refuse to pay a trip charge when they were advising that they did not know where the equipment was located and could not tell us what it looked like.

  We refuse to pay a collection fee for your company not being able to provide us with valid information on where or what the equipment looked like until after you had us served with civil papers.  When we called at that time we were told by *************************** that the account would be written off as long as the equipment was returned.  So there again two different statements from your company.  

  As for contacting any member of management all we get is sent to voicemails and no return calls by ***************************, ***************************, ***** or a ********************* with operations.  

  As for locating the equipment your company sent us a ******* link to show us how to remove the equipment for us to discover it was the keypad and not a control booster as we were repeatedly advised and it was not located in our attic and we only received that information after this complaint was filed.

  Sincerely,
  

  
  *********************

  

  Business response

  04/26/2024

  Thank you for the follow up response, and providing us with more information.  
  
  We definitely take allegations that our employees are not answering phones or returning calls very seriously. 

  All incoming and outgoing call logs were pulled and reviewed to ensure that details were not being missed.   When listening to the recorded audio and reviewing email messages, it does appear there were many conversations with all 4 of the team members whom have been personally referenced in the previous reply, and who were claimed to not be available.  It also does appear that the customer was provided with with both verbal and written directions to show exactly where the communicator was located.  We are glad that the customer did get the additional email with the ******* link referenced, as this is simply another resource sent to help simplify the removal of the communicator which is inside of the system.  

  Since the customer's reply, ************* has since decided to return the leased equipment as was originally committed to.  As promised and committed from our side, we have waived the additional 8 months of owed services, and closed the account.  

  Nothing further is due, and we are pleased that this situation has been resolved for both sides. 

  If anything further is needed, we are happy to help at any time.  

  Customer response

  04/26/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a wireless security systems with 3 year monitoring from company. Company can not get the sensors to work and has resorted to using an old wired system that was in place and that is causing service monitoring issues. Wireless doorbell does not record properly or notify us when someone rings the bell until hours later. When speaking with them they advise they have sent their senior tech out and that is the solutions they have come up with. And we can purchase a warranty and maintenance agreement with them and pay more money each month so they can continue to come out and try and resolve the issues. We have asked for our contract to be canceled as they can not provide the monitoring service we purchased and was advised we would have to pay in full for that.

  

  Business response

  10/11/2022

  To whom it may concern:
  We would like to acknowledge receipt of this complaint and we appreciate the opportunity to respond and resolve this issue. 
  *********************** signed a three-year agreement in exchange for discounted pricing and free smoke and free cell lease.  We provide 90-day warranty on parts and labor on all installations.  After the warranty period service from an onsite technician is billable.  LOUD service calls are $95 an hour (one hour minimum), $10 fuel surcharge, plus parts unless the customer purchases a protection plan such **************** Protection Plan Warranty your system and your Smart Home Devices & Interactive Cameras ($12 monthly)
  SmartHome-Plus Protection Plan Upgrade to include battery replacement
  I am happy to report that **************** property is protected by the security system I can see the latest signal was at 5:07PM this evening.  Our in-house customer support team will do their very best to solve equipment issues over the phone between 8AM & 5PM.  I would encourage the customer to call ************ during office hours and ask for operations.  A Skybell problem could be wifi speed, needing app reset, or require repeater. 
  Ultimately, we would like to resolve the equipment issue with the Skybell.  If *************** would like to terminate the agreement early.   I will discount the remaining term (21 months as of today) by 20% leaving a balance of $642.60, assuming the leased cell communicator is returned to LOUD Security.

*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. ↩