Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:27/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IN April 2023, I was contacted by Cdn. Coast ***************************** Solutions. They said they provide C01 and water monitoring. I have previously had water issues so agreed to see them. A very high-pitch sales presentation followed. The amount quoted for my needs (as determined by them) was between $4000.00 and *******. I said it sounded like a good idea, but as a senior on a limited income, I couldn't afford it. The salesman said they provided help with affordability, and worked out a monthly payment plan, ***** per month. Never did he mention a finance company; just that his company would do this. I agreed, and within 10 minutes the installer was s******* the monitors into my walls. It was very high pressure with no time to think things through.A year later I decided I wanted to sell my condo and contacted the company to inquire how to move the equipment to my new place. I was told to let them know when I moved and someone would reconnect everything in my new place. My realtor told me to disconnect and remove the sensors and monitoring equipment so that prospective buyers wouldn't think it was part of the condo sale.I have been trying without success to contact this company since Aug/24 The finance *** has been threatening to send it to a collection agency but since I have tried to get my equipment reconnected with no replies to many multiple messages left, I refuse to pay anything more. I have not had the service they are charging for since July and the finance company reached out to Cdn Coast to have someone call me. He (****) did, and promised to call on Nov. 4/24 This didn't happen and despite 3-4 calls/week to the *** he never called back. I would like to get the service I was paying for, I can't use the equipment as it has to be connected to my computer and I don't know how. Since I cannot reach anyone at ***. Coast I don't have any other recourse than to stop payment.

• Initial Complaint

  Date:13/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was visited by an employe of this business and entered into a purchase of several items, totally $1774.00 and some odd cents. the purchase was made at the end of September. The products were to have been delivered to my home the next day. The next day, I heard nothing and did not receive any product. I phoned the business once and left a message and did not hear anything back. After waiting 2 weeks or so, I called again and left another message. I did receive a call back to my home voicemail indicating that they did not know that I had not received any product and that the charge would be reversed on my credit card. I just checked this morning and there is no charge reversal. I see that this business has received complaints before due to not reversing charges, so that is why I am registering this complaint.

  Customer Answer

  Date: 20/03/2025

   
  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

  Date:27/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE PURCHASED FIRE AND CO2 ALARM PROTECTION ON NOVEMBER 15, 2023, FOR $4471.04.THREE MONTHS AGO THE CO2 ALARM IN THE LAUNDRY ROOM SOUNDED OFF AT 3:30 AM, THERE WAS NOT ANY REASON FOR IT TO GO OFF, BUT IT SOUNDED OFF AGAIN THE NEXT NIGHT. I THEN REMOVED IT FROM THE **** AND CALLED CDN COAST HEALTH, AFTER 3 CALLS SOMEONE FINALLY CALLED BACK AND ASKED ME TO INSTALL IT AGAIN TO SEE WHAT HAPPENS, GUESS WHAT, IT SOUNDED OFF AGAIN AT 1:15 AM, ANOTHER 3 - 4 CALLS TO CDN FINALLY **** RETURNED MY CALL AND ASKED ME TO REINSALL IT AND TRY TO VIDEO TAPE THE **** WHILE IT WAS GOING OFF, .I WAS ABLE TO VIDEO THE **** AND E-MAILED IT TO ****, HE ACKNOWLEGED GETTING IT AND SAID HE WOULD FORWARD IT TO HEADQUARTERS??? I THINK HEADQUARTERS IS WHERE HE IS STATIONED IN *********************** AS ALL THIS IS HAPPENING THE WATER SENSOR THAT THEY SOLD TO ME AND INSTALLED UNDER THE WASHING MACHINE IS NOT UPDATING LIKE IT IS SUPPOSED TO, IT IS ALSO FAULTY BUT **** IS NOT TAKING IT SERIOUSLY. THIS HAS BEEN GOING ON FOR 3 MONTHS THE PROTECTION I PAID FOR IS NOT WHAT WAS PROMISED, THE SERVICE IS ****, I WOULD LIKE THE SYSTEM REMOVED FROM MY HOUSE AND A FULL REFUND . THIS LAST WEEK I HAVE SENT **** AN E-MAIL AND LEFT 2 MESSAGES TO CALL ME, HE HAS NOT RESPONDED.PLEASE HELP.THANK YOU ***** ****** 3270 ASHJ RD CHEMAINUS B.C.************

  Business Response

  Date: 27/11/2024

  Good afternoon,
  
  Your entire network is under warranty. As you spoke with ****, we took a peak into your network and it did not show anything wrong with it. As **** ****, you can still send us the CO unit to our ******* location office. Please DO NOT deactivate or do anything with it. Just mail it as is. We will send back a brand new unit as a replacement to resolve your concern.
  
  As for the concern with the water sensor, that is a different issue. All of the sensors in the network are interconnected to each other so that when one goes off, they all go off. Homes are built with different materials and insulation between the walls which may, at times prevent the network (comm link liked to wifi) from updating due to it being far from the wifi router or the materials within your walls may interfere with the signal. This does not prevent the network from working, detecting water, fire, or CO. 
  
  Even though it does not update on your app as frequently, when water is detected, it will still activate and use the jumping frequency to get the signal back to the wifi and send your water leak text. 
  

  Unfortunately we do not have control over the materials and insulation used in your home but rest assured that the network still does the exact same job and will activate in every emergency.

  
  Please call us for further help and any concerns you may have. 

  Customer Answer

  Date: 27/11/2024

   
  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

  Date:21/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CDN Coast Health & Home Solutions *** has been calling my home phone several times a year for several years. I have asked, then demanded that they stop bothering me. I have never had any dealings with this company. They have called 4 times in the last half hour from this number, ************ * **** **** **** ** **** ********* ***

  Business Response

  Date: 10/09/2024

  Thank you for your feedback. We have protected millions of homes and saved thousands of lives. 

  When an appointment is made, we call to confirm to make sure someone is home. 

  We do not call 4 times an hour. Either way. We have removed you from our system. 

  Stay safe. 

  Customer Answer

  Date: 11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I have phone records that prove they called 4 times in an hour from 4 sequential numbers the day I filed the complaint...... if they have in fact removed my number from their files then I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:21/06/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec. 2023 we had purchased numerous fire protection items from this company, however decided within the 10 day period that it was too expensive. We sent an email to cancel the contract and the fellow was out within 24 hrs to remove the items. At the same time we had provided a $500.00 deposit cheque and had verbally and mentioned in the initial email NOT to cash the cheque. However on January 8, 2024 noticed in my bank statement that the cheque had been cashed. After 6 emails and phone calls there has no response from the Company. When I phoned the person answering the phone would not provide any information ( ************* of manager). There has been no communication at all.

  Business Response

  Date: 13/09/2024

  We have protected millions of homes and have saved thousands of lives. 

  This complaint cannot be any more false. Payment is always taken prior to receiving the equipment and definitely prior to any installation.

  There is no business that would provide equipment, install and leave on the basis of "here is a cheque but do not cash it because we don't actually want to pay for it." This makes absolutely no sense. Why would a cheque be given that cannot be "cashed". Why write a cheque to begin with? When you buy anything, you cannot say that here is my cheque or credit card but don't charge it because I want the products but I don't want to pay for them. That purchase wouldn't have been made to begin with.

  If that was the conversation, we would not have protected their home or left the equipment and we would most definitely not accept a false/non-existent form payment.

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 21883474
  
  I am rejecting this response because: we had initially accepted to purchase the merchandise, however within 10 days (as outlined in the receipt ) we decided not to proceed with the merchandise.  No where does it mention that the deposit cheque would not be returned.  Even when the fellow came to pick up the merchandise and I had verbally mentioned NOT to cash the cheque.  Unfortunately I did not have the name of the fellow.  We did not keep the merchandise so the cheque needs to be refunded.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Lifesaving Sensor on March 15,2024 from C.D.N Coast Health and Home Solutions. for $637.28 cash. changed our mind contacted the Business in appropriate time allowed for refund. They said to return item for refund and I did return item on April 17,2024 which they received from ****** Post on April 18,2024 the company said they would send refund by cheque in the next week and nothing. I have been calling every week speaking with different people and still havent received the refund and now its been 3 months and I feel Im just getting the run around and dont know what else to do. Just would like my refund that Im entitled.

  Business Response

  Date: 29/06/2024

  We have issued and sent a refund long ago.

  We will follow up with the client after the weekend if there truly is an issue. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21841338
  
  I am rejecting this response because: as I *************************** have not received my cheque that the company was supposed to send in the mail as my refund.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 28/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I am opening up my complaint #******** for the second time due to no response from your company as I have not received any refund for the Lifesaving sensor that we purchased back in March 2024 now its August 2024. I never received a refunded cheque  you said you sent, I would like to see when you sent this cheque the receipt or copy from the company of the $637.28 that you said you issued to me. I have sent numerous emails and phone calls with no response back ever from your company. I want my refund that this Company is keeping from me .

  
  

  ***** ********.                               

  ***********

  *************************;

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/09/2024

  We have sent a refund cheque. We are not sure if it was misplaced or not received. We have reached out to the client and didn't receive a response. We will reach out again, remedy the situation. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 21841338
  
  I am sending this to the Business as I would like to remedy this situation. I havent received any cheque in the mail. I have reached out to this business with no response. Please just send the cheque in the mail to *******************************************, and the situation will be resolved thank you.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/09/2024

  *****, it was a pleasure speaking with you today and I'm glad to have resolved the issues. I will follow up next week. Have a great weekend. 

  Customer Answer

  Date: 03/10/2024

   
  Complaint: 21841338
  
  I am rejecting this response because:

  This is the 3rd time I have had to open a complaint to your company CDN Coast Health & Home Solutions with Better Business Bureau.about received no refund which when the company responds they sent the cheque which you have stated each time that you have resolved this matter no cheque received or sent and you have never followed up if to see if this matter really was resolved and if we received your cheque $637.28 in the mail which you keep stating to the BBB that was sent would like to see this cheque in the mail on your next reply to the BBB so I can respond with Im glad to have resolved the issue have a great weekend. I think 7 months is long enough just send the cheque in the mail enough already. ***** ********
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 27/11/2024

  Refund has been processed and issued to the client. 

  We are glad to resolve this issue. Please contact if we can provide further help. 

  Customer Answer

  Date: 27/11/2024

   
  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

  Date:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We HAD a contract with CDN Coast Health & Home Solutions dated February 10, 2024. We cancelled that contract via email February 16, 2024 well within the 10 days outlined by the Consumers Right to Cancel.Since then, two automatic payments were removed from our bank account on March 10 and April 10 Totaling $57.74. At this point, it is the principle of the matter, but as seniors on a fixed income, every little bit helps.After numerous phone calls and emails, they FINALLY came on April 16, 2024 to remove and pick up their equipment.Since then, we have phoned repeatedly to have our money refunded to no avail. We have been told different stories by different people at CDN Coast Health & Home Solutions and by the finance company, FinanceIT as to who is responsible for our refund. The contract clearly states that the seller has 15 days to refund our money. We have been told that since we are no longer a customer, they are not obligated in any way. This has been a very frustrating experience and wed really like to warn others of this company and the way we have been ignored in so many ways including not having our money refunded to us as stated on the contract.What is our next step?

  Business Response

  Date: 04/06/2024

  Hello ******, 

  We have spoken to your husband and this complaint has already been resolved. 

  Please speak to him and let us know if we can be of further assistance. 

  Customer Answer

  Date: 13/06/2024

   
  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

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On behalf of my dad. My dad had buyers remorse as he is ** ***** *** and can not afford this system. He is a gentle soul who likes to make others happy. However, he realized he could not afford it so sent a registered letter and wanted them to come retrieve the product. Out of frustration dad removed the 7 smoke detectors and 1 carbon dioxide detector himself. VALUE = $5000!!!! They were not sending the installer to remove the SD's and they were avoiding him until the registered letter arrived. My father asked me to be there for support for when the installer shows up. INSTEAD THE SALESMAN SHOWED UP WITH HIS BRIEFCASE. The salesperson did NOT have a business card with his name but showed me the BBB site on his cell , as they don't have their own website. Not a good sign as it takes an afternoon to set up and so easy. I didn't ask him to enter but he sure did. He desperately wanted us to go upstairs to the kitchen, which I refused. He tried to bypass me but to no avail. So we stood in the entrance with cold plus 3 winds blowing in for ******************************************************************** to hear it. ****** told him repeatedly that my father could not afford the system. I didn't care for a sales pitch. He then examined the smoke detectors and said they were all useless now as they had been disarmed. Useless for resale. There would be a cost for that. I offered a few hundred dollars but was not convinced they were useless. He said the batteries were 20 year ones. My father had also told me that prior to the salesman arriving.I told the salesman I would call ***** and other security companies for their thoughts of the value. I asked him to be kind and had tears. I was frustrated too. I finally asked HIM TO LEAVE since he refused to take the product back with him. He stood firmly planted so I threatened to call police. He left. Upon examing the units myself I see they are 10 years for the battery, just like the ones at the retailers.

  Customer Answer

  Date: 11/12/2023

  Please find attached as requested.

  Business Response

  Date: 18/12/2023

  
  To Whom It May ********************** NOTE, this complaint is not from our client.

  We understand that you may be frustrated but lying about almost everything in your statement is not the answer.
  
  Wed like to address the fact that we did not do business with the complainant. She was extremely rude in many ways. She attempted to bully our representative by having him come over and then leaving him outside in the cold and snowing weather, misrepresents the situation, and then blatantly **** without remorse.  
  
  

  Blatant **** include:

  You were not convinced they were useless/broken. 
  

  You admit your knowledge that you (or your dad) broke the equipment and addressed that by trying to make a unethical cash deal with the same person you were rudely mistreating. Why would you offer him cash under the table to take back equipment that isnt broken? The equipment was not working right in front of you. We know and he showed what you did to the sensors to purposely break them. This was not an accident but done deliberately. If as you say, there was nothing wrong with the equipment, the extra (cash) money that you offered, what was it for? 
  

   

  They were avoiding him. 
  

  We never received a call, email, telegram or any other form of communication until the letter arrived. Once it did, the client was contacted the same day and an appointment was set up to come and see the client.
  

   

  They dont have a website. 
  

  We do have a website. It is on several pieces of paperwork with the client. It is also on the BBB, which is this web you used to make this complaint. 
  

   

  Instead the salesman showed up with his briefcase. 
  

  Instead of what? We apologize that you were offended by his briefcase. The same person that was there is the same person that got in contact after we received a letter and is the same person that set up a time to come by. The same person that you thought would be a good idea to leave outside after inviting him to come by. 
  

   

  I didnt ask him to enter but he sure did. 
  

  In your statement you say how you left him outside in the snow. This contradicts your own statement. 
  

   

  Your dad had buyers remorse. 
  

  By every account it appears that it wasnt your dad as much as it was you that had remorse for your dad. Your dad thought it was a good idea and understood what he got. It is unfortunate that you did not have the same opportunity and is probably the reason you think this is a security system. It isnt. It has zero to do with being a security system. If you do want a security system, you should call a security company. We do not provide that service. If you were at all open minded, our representative could explain what this network is, how it works, etc. 
  

   

  You were not convinced they were useless/broken. 
  

  Very much like all of the above, you are blatantly being untruthful. You knew for a fact that you broke the brand new units. This is why you did not let the representative inside and hoped that we would just take the network without examining it. It was cold and no one wants to just stand in the snow to have a long conversation. He wouldnt be able to check the units outside in the snow. This is why you left him outside hoping to just hand him a bag with broken equipment and slam the door on him then lie again that it was all good and he must have done something to it after you gave it to him. You have no problem being untruthful about everything so far, whats another lie, right? 
  
  If you were not convinced you broke it then why would you offer him money? What was the money for that you say you offered him? 
  
  Our representative came there to pick up the network. There was no issues or concerns at that point in time. Not your father but you started being belligerent and rude for absolutely no reason. You and your father know as well as we do that our representative did nothing to deserve you speaking the way you did and acting the way you did. 
  
  Regardless if it was you or your father breaking the sensors, but you obviously know they are now broken. You would not have offered under the table cash otherwise. You cannot return and we cannot accept broken products back. 
  
  Your rude behaviour and actions towards our representative are not the fault of your father. We do not have to replace physically damaged equipment. Obviously this is a recent purchase and we sympathize with severity of breaking new equipment. We are willing to replace your fathers equipment that was broken so he is not paying for something that no longer works. This resolution is more than generous and fair because we have not done anything wrong and are taking on the cost of replacing equipment that you broke. I hope that your father is 100% satisfied with this resolution. 

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***************** came to our house and started off with good information about fire safety. But then proceeded to pitch us on a product and was very pushy for ** to get it. I said I wanted to do my research first but said that the deal is only if I get it right away. I asked what the cancellation policy was and he said 10 days.The next day I did research and couldn't find ANYTHING that talked about their product outside of their own materials. I talked to some fire fighter friends and they said they've never heard about it. We have a brand new house with a great system already. On May 11th 2023 I called and I think I talked to ****** and he said to ask my friends a couple questions. I did and later that day I called again at 8:02pm on May 11th and talked to Mardi that I would still like to cancel. I got the pushy sales response, and said hed call later. May 15th, 2023 I called and talked to ***** again and told him that I want to cancel and that he can come pickup the units. He said ok whens a good time for him to come by. I suggested May 16th, but he said he can only do May 20th at . He showed up. He said my wife had to be home and I said shes on her way from work. Meanwhile he tried to push the sales pitch on me again. I said no we just want it cancelled. My wife messaged said she was on her way and then I told ***** that shell be there shortly. ***** said he had cant wait and has to leave and we'd reschedule. My wife called to reschedule and got another appointment that ***** was going to come on May 30, 2023 at 6:30. We waited around an no one showed up. We called the office and ***** picked up saying that he talked to his supervisor and theres nothing they can do to cancel it now because weve gone over the 10 days. He asked if wed send them an email, and we werent told thats what we had to do from the numerous calls wed have with them. They obviously prolong the conversation till you get past the 10 days and then s**** you because youve gone over.

  Business Response

  Date: 07/06/2023

  To Whom It May ************************** valued customer, there are a number of statements in your complaint that are 100% not true. 
  

  The fact is, you were happy with our representative when he was there. You took a happy photo with him (we can attach it at your request) and gave great feedback to manager on duty about the network and the representative. Saying anything else about him is simply not true. You claim in your complaint to have a great system already. This is also not true because in a handwritten note (attached) by your family, you addressed that you didnt realize how little the system that came with your does. You even posted a 5 star review (attached) talking about how little generic alarms do because you were completely satisfied with the representative and the service. We dont say this often but you are being very dishonest about the entire situation. 
  
  Now, lets start at the beginning. 
  You came over to our booth at a local home show. You proceeded to inquire about our company, what we do, what products we have. Then wanted to take advantage of our promotion and requested a home safety evaluation. 
  At your request and invitation, our safety advisor came to you home for an appointment and did an evaluation, education, and further product knowledge was presented. You had no obligation or charge for any of the aforementioned services rendered. 
  
  You and your spouse came to the conclusion that your existing alarm system did not offer the protection you deserve. Your spouse went ahead and protected your home with the network we offer because you both wanted peace of mind for your family and your home. 
  
  It is not ok to say things that are not true about our representative. If there was any issue or hesitation, we would not have allowed you to acquire the system and have it installed. If there was any issue with any part of our process, you would have mentioned it to our manager on duty that did a welcome call with you after your purchase. If there was any issue with our representative, you would not have taken a happy client photo (which we will not attach) with him and you would also not have written a nice and positive note in his client journal. You also would definitely not have left a 5 star ****** review. Let's be honest now, you were happy with the products, service, and representative. 
  
  When *** first called our office, I asked if he had sent in a letter. He said yes. He proceeded to tell me that his fire fighter ***** said it was, some of the network was overkill. We had a conversation about it. I asked if he wanted to know about fires in all rooms, some of them, or none of them. *** said he wanted to know about all of them. Then I let him know that he doesnt want to know about every fire in their home because if something is overkill that means some of the network would need to be removed. We went back to my question, which fires did he not want to know about? He still wanted to know about all of them. I asked, which part of the network is the part that is overkill? ************ sure. 
  
  We spoke about a few things he should keep in mind when considering other peoples opinions that dont know anything beyond the minimum standard. *** was told, when you have a chance to speak to your friend again, it should be your decision but if you would like to listen to him and if he still thinks that there are some fires you dont need to know about, send us a cancellation letter with which sensors you think are a bad idea and overkill. We did not get anything from *** at any point in time. 
  
  The fact is, you read the cancellation policy. *** was asked over the phone if he sent something and he was also told over the phone to send us a letter with which parts of the network he deemed "overkill" or unnecessary. We never received anything from ***. *** decided not to send anything. Then ****** even spoke to our manager and over the phone and said she forgot to send a letter or anything for that matter with regards to cancelling the purchase. 

• Initial Complaint

  Date:23/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly father lives on his own w/increasingly worsening ********/*********’s was targeted somehow by this company.
  We have been arranging to have him placed into a long term care facility due to his short term memory loss. Recently, a neighbour of his advised me that several weeks prior he noticed 2 men, “lurking” as he described it to me, around my father’s property. The following evening he saw them again & decided to go &check to see what was happening. **** **** ****** ********* ******* **** ** ***** ********* *** ***** ****** *********. When asked for a business card, they got even more nervous & fumbled around to write down a contact # & company name. As it turns out, these gentlemen were from this company.
  My father was talked into getting a home “safety” system installed into his house. See attached invoice for details. The bed “shaker” & fire extinguisher weren’t installed & still sit in a box in his hallway. ***** ***** **** ****** *** ** *** ***** ******. I made several calls to this company over the course of almost 3 weeks before getting any answers from them on how they were going to help deal with this. Their answer was that we’re NOT willing or able to do anything. In fact, Eugene stated it was Federal Law to only give a 10 day cancellation period & since that had passed they couldn’t & wouldn’t do anything. I have yet to find this in any legislation. He went on to state that they have checks & balances in place to mitigate these situations. Such as if they see notes/signs posted around the house that may indicate an individual may have cognitive issues. Like where my father has written in LARGE numbers & letters on his home phone receiver “911 - EMERGENCY” located just out of arms reach of one of the CO2 detectors installed by them. **** ***** *** ***** **** ******* ******** ******** *** ***** *** *********** ** *** ****** * ********* **** *** ****** ******** *** ******* ** ******* ******** ********** *** ************* *********

  Business Response

  Date: 29/01/2023

  First off, we have not done any business with the person making this complaint. This complaint is made on behalf of someone else by a person that has never had an encounter with any of our representatives. We have not had a complaint from the actual client and when we did a customer care call, it was all positive and there was nothing negative about our company or any of the representatives. 
  
  As for the rude inuendoes, we do not appreciate your attempts at belittling our company or representatives by using language you couldn’t explain over the phone. Could you please explain this “lurking” or how someone was “nervous and fumbled to write down a contact number?”
  
  We ask that you please drop the rude language because even when approached by a complete stranger, our representatives give out our company information with nothing to hide. Some of our representatives even have company decals on their cars. 
  
  We have not been contacted by our client with any complaint or dissatisfaction. 

  Customer Answer

  Date: 30/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  Complaint: ********
  
  I am rejecting this response because:
  Firstly, I find it very interesting that the basic concerns of this complaint were completely ignored with that response and very telling how quickly your back got up.  Please allow me to refresh/reemphasize the point that YOU are concerned about. This was how the neighbour described it to me.  If you have an issue with him please feel free to contact him.  Now back to the real point of the complaint, which is somewhat inline with what you said, no he doesn’t complain about anything and agrees with most everything because he’s extremely opposed to any kind of conflict AND with his ********/*********’s, he doesn’t even remember either of the appointments or even paying for that matter.  His recent short term memory test was less than a 30 second memory.  You think he’s going to remember if the installer was pleasant or other questions you ask on your follow up?  I’ll help you, the answer is no.  I don’t have enough characters to repeat all the important points of the initial complaint so please re-read and reply, if you so choose, appropriately to the actual concerns. I will apologize, however, that you took the wording of the complaint rude.
  Thank you for not being thorough with your response and beating around the bush and still not doing anything to help out in this unique situation that most people would find ethically right, it helps put what has been done here in the right light so that the public can see how you treat some people if it goes against your bottom line.
  Sincerely, 
  
  ***** ******

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 22/02/2023

  To Whom It May Concern: 
  
  We have been requested to respond to a third party complaint as if it is the (first) party with whom we have done business. Some of the context will be distorted because this complaint wouldn’t make sense coming from the first party but we will respond as requested. 
  
  We do apologize in advance if parts of this response are interpreted the wrong way. 
  
  As previously explained, we have a system of checks and balances along with a return policy. Unfortunately, the products in question have been installed and requested for a refund significantly later than the cancellation policy allows.
  
  Again, we apologize if anything is taken out of context as we are addressing a third party as if it is a first party complaint. 
  
  We would like to know, if there is a memory issue and it is less than 30 seconds, how come the neighbour that came by to talk to the representatives would not mention any of that? He would most definitely have made the representatives aware of this problem if it was true.
  It is made rather clear that he is and was aware of the situation. He was also given all of our company information. Why would he not inform the client along with the company representatives if the problem is as severe as stated when he spoke to them? This issue would have avoided. Instead he spoke to polite representatives that gave him any and all information he requested and then he continued on with his day.
  If he was aware of the situation, why would he not call our company and inform us that there was a misunderstanding? He did have all of our information to do that. 
  
  We understand the severity of a memory problem as described would be difficult to deal with. We are concerned about your caretaker or guardian. If you have a memory that is less than 30 seconds, this would require a full-time caretaker to be present around the clock. Where was the caretaker during all of this? Why did it take weeks to get in contact with us when it should have taken hours? It would be impossible for a person with such severe memory problems to go on for weeks taking care of themselves without any help. 
  
  Again, we apologize and hope this is not taken out of context. A memory of less than 30 seconds would require at the very least, daily help. Why did it take weeks to get in contact with our company considering a caretaker should have been around for daily check in? The neighbour was well informed of the company, the purpose of the visit, and both the client and the neighbour were left with an abundance of contact information. 
  
  Judging by our conversations with the third party, certain parts of the information provided, if there is truth to them, that truth is severely exaggerated. We apologize if we are wrong. But if you need around the clock care, if it was our mistake, we should and would have been informed about it by your neighbour or caretaker within hours or days which would make this situation very clear cut and this issue would not exist. If we had done any wrong, we would be the first ones to admit it. 
  Considering the neighbour did not inform us of anything nor did a caretaker contact us leads us to believe that the person in question does not have “a memory of less than 30 seconds” because it appears that he lives on his own, takes care of himself and is in charge of his own finances. If that truly is the case, we should have and would have been contacted weeks sooner. 

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  To whom it may concern:
  
  
  I am replying, as the third party as you’ve mentioned ample times.  I am the son of the elderly gentleman with diagnosed ********/*********’s.  Please note that at the time of initiating these interactions, he was in the process of being diagnosed which has taken quite a while with testing etc.  To be clear however, that does not negate the fact that his symptoms and his medical condition were present at the  time of the “sales call” and partial equipment installation.
  
  
  I too will apologize in advance if any or all of my response is interpreted the wrong way and I appreciate you saying so yourself(selves).
  
  
  I will address your response in the order of sequence of your last reply.
  
  
  The system of checks and balances was never explained.  I was only advised on the phone that there were checks and balances to look for posted signs that may indicate an issue with memory loss.  As indicated, right beside one of the CO2 detectors installed by (you) is the phone with 911 hand written on the receiver.  It is impossible to not see this.  There other fairly obvious “signs” around his home as well.  Any other checks and balances were never explained.
  
  
  As for the return/cancellation policy, yes it was explained and I was told that it is law to only give the return policy time allotted.  I still have yet to see which legislation that comes from and again I state that I believe that if there actually is law referring to this return policy, it would likely be that a minimum amount of time be allowed for a customer to return an item(s) and not a maximum time frame as was inferred to me on the phone.  I would really like to know what Act states the law pertaining to this and what the wording of it is.
  
  
  Even though it’s private information, since you would like to know and in the spirit of cooperation I will give you some details that may clarify your misinterpretation of the situation.  The neighbour was concerned seeing people lurking about his neighbours property two nights in a row (his words, not mine).  For that reason he went to go and inquire.  It’s his neighbourhood so rightfully so he would be concerned.  He was not aware of my father’s condition.  He knew my father is elderly and needed a hand occasionally with yard work etc. but not of his condition.  That would explain why the sales representatives were not told by his neighbour.
  
  
  I appreciate your concern about his caregiver/guardian.  Simply put, he has lived, by request, a very private life without much interaction with others including family.  His ******** affects his short term memory mostly so he can still get groceries, move about, shower, eat etc., he’s been doing that his whole life.  It’s the short term that’s the issue.  The conversation gets much more in depth and personal and unsuitable for this interaction.  Rest assured it is FAR from impossible for a person with ******** to go weeks without help as you indicated.  ** * ****** ** ***** **** ****** ***** *** ***** *** ***** **** ******* **** ********* *** *** ********* ****** ** ************** **********
  
  
  I hope that clarifies the situation a bit more for you and that you now understand that if anything, I am abridging his condition to you and it is not an exaggeration in the least.  We finally got in to see a specialist and the testing done actually showed less than 15 seconds for short term memory.
  
  
  Because he wasn’t making contact with me very often and didn’t take calls from me, I was not at his place more than a couple of times per year.  So when he had called for a visit I had gone over and yes it was past your “cancellation” period by a bit but I was really hoping that in “good faith” your company, with a reputation as remarkable as was explained to me on the phone, would be willing to work something out.  Being that we are at this stage and the conversations had thus far over the phone and on this platform, it’s apparent that you are not.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 14/03/2023

  To Whom It May Concern: 
  
  We did not see any red flags from our representatives or on the follow up customer care call. Your neighbour also happened to check in and did not raise any concerns. At first you stated that he has had severe ******** or *********’s for a long time and our representative(s) should have noticed it. 
  
  Your statement then changed. You cleared it up that it was not true when you said it because he was not diagnosed. This makes sense why he is fully capable of taking care of all of his own needs, why we did not notice anything, why he continues to live on his own and why you only check up on him not more than 2 times per year. 
  
  We previously acknowledged, we never received any complaint from the actual client. Nonetheless, if we had received the complaint from yourself, we would have treated you as the client. We have a policy and a reasonable window of time for cancellation. Unfortunately, it is not what you want to hear but you were way beyond that window of us being able to help you. 
  

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  To whom it may concern:
  
  
  The fact that you claim you didn’t see any red flags merely indicates that they were either not even looked for or blatantly ignored.  As I explained, the neighbour came by as things seemed suspicious and didn’t say anything about my fathers condition as the neighbour was unaware of it.
  
  
  ********/*********’s is not a disease that you always recognize all of a sudden.  It can be gradual and with my father it has been.  For years it has worsened until the past year or so when it has declined rather rapidly.  It’s like getting diagnosed with stage 4 cancer.  Just because you weren’t diagnosed the day before, doesn’t mean you didn’t have it.  So, yes his ******** was quite severe at the time your company went to his house and sold him/ partially installed his system.  And he is now regularly checked on now for the past 4-5 months as his condition has become even worse.  And I don’t appreciate you taking what I said and only including the parts that make you feel justified in this and trying to make me look like the bad person here.  Ample explanation was given in my last correspondence as to the personal situation.
  
  You say if you had received the complaint from me you would have treated me as the client…the complaint was from me.  
  
  
  Again, as far as your “window of time” for cancellation, the initial contact with your company was made within weeks of your cancellation period and given these unusual/special circumstances, THAT’s where I thought you may have some integrity, compassion, understanding.
  
  
  I also am still waiting for your response on where this law/legislation is that I was told on the phone you had to abide by for the cancellation period.  I asked on the phone for that information and it could/would not be provided.  I’ve asked numerous times on this platform through our back and forth messages and still no answer.  It’s starting to feel like this topic is being intentionally ignored.  That’s not something you tell a customer or anyone that you converse with if it isn’t true and you can’t back it up.  Please back those statements up.

  I know that you aren’t willing to take any special consideration for *** *** **** *** man that you talked into spending *** ** *** ****** ****** into a few smoke and CO detectors plus a few other items (and you did install most items, not all but that’s ok because you’ve got you’re money so need to complete the job right?).  
  I know this isn’t what YOU want to hear but, as it’s said, the truth hurts.
  
  
  
  Sincerely,
  
  
  
  ***** ******