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Business Profile

Security Systems

Hewberry Alarms Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:16/07/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Had customer service issues with this company and decided to switch to another security company.Hewberry had put in their own password onto MY security system and did not tell me what the password is. I needed to get this password so the new company could log into MY system.Hewberry sent a technician over to default the password. He was at our place maybe 10 minutes. They sent me a bill for $157.50. I feel that as I own the system, they should have told me the password or set it to default at their cost. They have sent me a bill every month for over a year and have now sent it to collections. I have tried to discuss my side of the story but they refuse to understand.

    Business Response

    Date: 16/07/2024

    Mr. ********** called us in for an emergency callout to reset his CCTV and Alarm system at his home. We quoted our standard callout rate of $125 to get our technician there to complete his request and completed this the day of his call. Mr ********** agreed to the cost before the visit, then immediately refused to pay once completed. Not paying was his intention all along. As noted in the attachment, he had a history of failing to pay his bills or being a very difficult client. As he refused payment or was unsatisfied with service charges on past invoices, we were very clear about the cost. Shortly after, when Mr. ********** acknowledged that payment would not be forthcoming, we advised that it would be sent to collections if he refused to pay as noted in the attachment.
    Mr. ********** is impossible to please; I understand from past conversations with him that he is not happy with the system and wiring choices he made with his builder while building his home; with us, he did not choose additional options, for example, adding smoke detectors to the original install and then was unsatisfied that we didn't install them for free. His original invoice for the installation was $1600 which included the base model alarm system and a CCTV system, which we installed on November 19th, 2019.  We made numerous service visits at no charge since that time and provided wiring diagrams when asked, all of this well beyond the warranty of the system. 
    Our service call in question was provided to reset the installer code in the alarm and camera system. We cannot provide these codes to the public or verbally over the phone, as they would give the person access to any systems we host. That would be a breach of privacy for our thousands of clients. We visited the residence as requested to default the code, making it so we were no longer hosting the system, as was his request. His service fee is no different than what we charge any other client. We have qualified tradespeople with whom we pay a living wage,  we have insurance, vehicles, tools, etc., and our hourly service rate is not uncommon. We are committed to fair pricing for all our clients. 

    I hope this clarifies the situation. We are more than willing to provide further documents or information regarding this complaint if needed. Please do not hesitate to reach out. 
    Sincerely, ***************************

Hewberry Alarms Ltd is NOT a BBB Accredited Business.

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