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:25/09/2024

  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.

  JamRock Security installed a video camera system in our home at the end of June 2023. We noticed while viewing the video footage that we could not look back very many days. So we purchased a large amount of hard drive memory from Jamrock for over $****. There has also been an ongoing issue with the cameras going off line often. JamRock said NVR need to be hardwired into the modem, because they admitted they initially short cut the installation by using a internet booster. We paid over $**** for the hardwire. I was losing confidence with JamRock because they did not seem to know how to keep the cameras from going on line. I called in a new provider to see if they could help us. The new provider came and I asked them how many times the cameras had gone off line over the past 3 months. When they looked back at the memory, they showed me they could only go back 21 days. I said that was impossible because we paid over $****. to have increased memory. They showed me on the screen that the memory only went back 21 days. JamRock said that there must be some kind of mistake. In the meantime, the other provider sent us documentation about the capacity of our NVR and that the amount of memory claimed to have been installed was not psychically possible to fit into our NVR. JamRock gave my husband a cheque today to repay what we were ************ charged for the increased hard drive. *** **** ***** ** ** **** ** ***** ***** ***** *** **********. ** ******* ** ************** *** ***** *********** **** **** *** ****** *** **** ****** *** ** *** ******** ** ***** ******* ** ******* ** ***** **** ******* ** ****** ******* *** **** *** ****** ******** ******* ***** ******* *** ********** *** ** ** **** ********* **** ***** ****** *** *** ***** ********* *** 

  Business Response

  Date: 03/10/2024

  ** **** ******** **** ********** *** ******* ** *** ** ******
  The way that our business relationship with the ********** went sideways so fast is truly baffling to us.
  
  
  1)  Agnes writes: -- "JamRock said their NVR needs to be hardwired into the modem, because they admitted they initially short cut the installation by using an internet booster. We paid over $*** for the hardwire."   ********* **********
  
  
  Agnes was having troubles with the wifi and seeing her cameras on her phone.  This is a wifi issue.  Due to discussions with Agnes & Ed about running cables through their finished home - they made the decision to use a wifi bridge which would only require 2% of the amount of cabling through their home.  THIS WAS THEIR DECISION.  
  
  
  After some time passed, it was decided this was not as efficient as they would like, and they decided to have the cable run through their home despite the difficulties to connect the NVR to the Internet router to give them this direct connection.  This was a lot of work and $*** was a discounted amount, subsidized by JamRock Security.
  
  
  2)  Agnes wrote:  "In the meantime, the other provider sent us documentation about the capacity of our NVR and that the amount of memory claimed to have been installed was not psychically possible to fit into our NVR."
  **** **** ***** ** ** **** ** ***** ***** ***** *** ***********
  ** ******* ** ************** *** ***** *********** **** **** *** ****** *** **** *******  ********* *********
  
  
  09/10/2024 - As Agnes was acting aggressively, berating Kathy & JamRock with offensive language at which time Kathy advised Agnes "Sorry I do not have time for this conversation and sorry about this but I have to go.  Goodbye."  Kathy hung up.  ***** *** ** ***** ** * ************ *** ******** ***** **** ***** **** ***** *** ******* ***** *** **** ******** ** **** * ***** **** **** ************  I tried calling Agnes immediately after she spoke with Kathy and she did not answer.  I called Ed right after, and mentioned in this conversation "there is no need to speak to people in this manner."  
  - I apologized to Ed "Sorry for the inconvenience this may have caused and that the change out of memory did not go according to plan", and said we will review what happened here, and we agreed that we will reimburse them for this in full, even before our review started.  Ed stated he would be unavailable for the next week and we could come by after that to do our review.
  
  
  ** *** ********* *** **** ****** *** *** ** *** ** ***********  Whenever Agnes would have wanted to go back to check on the footage she would have noticed that not much was there & would have called us to ask us about it.  ** ***** ** ***** *** ** ** *** ** ** ********* ** **** ********* ** ** ********** ***** **** **** ***** ****
  
  We are honest in all of our dealings, but there are instances where something may not go correctly, and we will always stand by our work, and keep trying until we get it right.
  
  
  We have been doing our due diligence with the installer set for this job, and we are addressing it.
  
  
  Regarding the two 10TB harddrives sold to Agnes:  After speaking with the Manufacturer today 09/27/2024, Agnes' NVR could hold two 8TB harddrives.  This would have been found out at the time of the replacement of the 4TB switching to the new two 10TB hard drives.  Of course, we would have exchanged them out for two 8TB Hard drives and there would have been a reduction in the pricing for only installing only the 16TB of memory instead of 20.  This still would have provided months of video footage.
  
  
  3)  Agnes writes:  -- "unbinding both NVRs" - ********* *********
  
  Regarding their NVR at their Ontario Lake Home, they requested Kathy to reset their email as they wished to change it.  Ed was present for this procedure and listening to the telephone conversation with the representative from the Manufacturer, and Agnes was not.  
  
  
  Kathy had called the manufacturer to ask how this can be done, and was advised there were 3 options.  Ed advised Kathy "whatever we have to do to get this done," was what he said to her.  Together with Ed texting Agnes for information, the first 2 options were not feasible due to Ed not providing the appropriate credentials to input into the NVR to get to the RESET EMAIL function.  The 3rd option was to 'Unbind' the NVR which would be the last option available.  At this point, Ed left Kathy and went to a Zoom Call.  
  
  
  Together with the representative on the phone, Kathy proceeded to do the 3rd option.  This option would now create a NEW account for the Lake Home system.  The representative gave Kathy very detailed instructions on how to create this new account with a new password & email and be able to link it back to the NVR.  No information would be lost.  Kathy emailed this information to both Ed's & Agnes' email to perform.
  
  
  One NVR was 'unbound' - not both, and this action was only done due to Ed stating "do whatever it takes."
  
  
  4)  Disputed Amount:   $********* * ****** *********  
  A cheque in the amount for two 10TB hard drives with taxes has been handed to Ed ********, as Agnes put in her statement to you.  No further monies will be forthcoming from JamRock Security.  Any actions taken by the ********** without giving our company a chance to address it, is on them only.
  
  
  Looking back at the timeline of all of this, while we were at their lake home in Ontario installing a security & camera system there, Agnes stated that their cameras at their home in Winnipeg were offline.  We knew the only reasons for the cameras to be offline is due to no power to the NVR or no internet.  We offered to them that we were going back to Winnipeg in a day and would go over to the residence, while Ed was there (as Agnes was staying at the lake), to look at the situation.  I got there and both Ed & I saw no lights on the NVR, so I traced the cabling back to where the NVR was plugged in which was in a surge protector in the basement -  which was TURNED OFF.  I turned it back on and went back to the NVR and saw the lights came back on.  Ed said "the cameras are back up & running.  What did you do?"    I said, "I turned on the power switch."  ** **** *** **** **** *** ******* ******** *** **** ***** *** *** ***** ** *** ******  ** *** ** *** ***** ** ***** *** ***** *** * ******** ************ ***** *** ** * ******* ******* 
  
  ***** **** ****** ********** ****** **** ******* **** ******
  
  She has used many disparaging words to us and our installer, speaking harshly, when we have only tried our very best to give them the best security & surveillance that they requested.
  ********************************************************
  We stand strong against this complaint, and we have advised Agnes & Ed ******** to 'cease & desist' from further attacks on us* *** ** ******* **** ********* **** *** *** ************
  
  Failing this, we will see them in civil court and ask for damages due to these actions ***** **** ********** ****** *** ********* ********** *** ** * ***** **********
  
  
  ** ******* *********** ** ****** ** **** ************ ****** *** ** *****
  
  
  Sincerely,
  Don *********
  CEO

  Customer Answer

  Date: 17/10/2024

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

  When I initially submitted my complain with your office on September 24th, 2024, I misunderstood the question about the amount to be paid. I understood the question was about how much we had paid for the services and because of my misunderstanding I input $******. which reflected an approximation of how much we had paid to JamRock Security for 2 security systems they installed. 

   

  I called your office and explained the situation and the person I spoke with said I should email your office requesting that the amount entered from $*** **** to the amount we are seeking as repayment from JamRock to the corrected amount of $*********

   

  I have provided supporting documents for everything ****** *** ******** **** *** *** ************ ******** ********* ***** **** **** ******* ******* *** *** ******** *** ********* **** ** ** *** ***** *** **** ** ***** ******* **** ******* ** **** ***** ****** * ********* ******** **** ** ******** *********** * ** **** ********** ********* *** *** ******** **** *** *** ******** ****** *** **** ** ** **** ***** ***************   

  Thank you,

  Agnes ********

   

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

  Business Response

  Date: 18/10/2024

  At this time, we feel it necessary to engage our legal team and we will be doing so.  We will inform the BBB the advice from our lawyers when appropriate.

  Thank you.