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:05/10/2023

  Type:Service or Repair 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.

  To Whom It May ********** early 2023, I reached out to Shanalex Alarms for assistance with an installed, yet deactivated system in my recently purchased home. ****, an amicable representative, assured me that reactivation, without the need for a monthly plan, was feasible and would be followed up.However, a few days later, with no communication from ****, I reconnected with the company. This time, I engaged with ****, the owner's son. Contrary to ****'s assurance, **** was persistent that a monthly plan was mandatory, even when I exhibited flexibility regarding their scheduling and fees. He stated that accommodating my request wasn't "worth his time," a sentiment that felt dismissive.Come October, spurred by a surge in local break-ins and my impending travel, I felt an urgency to secure my residence. On contacting Shanalex, **** was optimistic about a solution within the week, pending a discussion with ****. Regrettably, a subsequent conversation with **** was marked by his continued insistence on a monthly subscription. In a moment of frustration, I hinted at a potential negative review, a statement I immediately regretted and apologized for. After some negotiation, **** and I settled on a $30 monthly plan, scheduling a service on October 6th.However, in a twist on October 5th, **** withdrew the agreement, referencing my previous comment. This abrupt cancellation, aside from leaving my property vulnerable, felt punitive and unprofessional.I humbly request the BBB's mediation. My hope is for Shanalex's management to recognize the inconvenience caused, offer an apology and fulfill our agreed service. I've attached phone records substantiating these interactions.

  Business Response

  Date: 13/10/2023

  To whom it may concern,
  
  My name is ***********************************, and I am a technician with Shanalex Alarms which is a small, ****** based, family run company that I run most of the day-to-day operations for currently.
  
  I would like to begin by mentioning that I reached out to BBB by phone several times over the past week to talk to someone about the/this process but have not been able to speak with anyone and have not received a call back. I also left a voicemail. FYI
  
  I would also like to mention that I did not select this process but now feel the need to tell my side of the story so there is at least some public knowledge about ***** and how he operates. My hope is that perhaps my story is seen by another person about to do business with *****,and they pause and think.
  
  ***** has posted some photos of our phone conversations as part of this complaint and if this complaint will be public, I would like to mention that my personal phone number is in those pictures and would like them not to be made public please. I dont mind if the company service number is public but please refrain from putting my private number in the public eye.
  
  As part of some of the written complaint sent to me BBB said, improve your relationship with your customers and, this is an opportunity to address the concerns of your customer It is important to mention that ***** has never been a customer. *** copied the complaint details of this complaint below and they reflect the fact that I have never met ***********I have never been to ****** house. I have never prepared an estimate for *****. ***** has never paid for a product or service from Shanalex or me. The reason I was trying to reach out to BBB was to ask if it was appropriate to go through this process if we have never done business with ***** which has not yet been determined. Regardless, BBB has given me 10 calendar days to respond, and I will do my duty to the best of my ability. I would like to mention that most of the reason I am taking the time to go through this process is because of how terrible this experience has been, and I feel like ***** has been using the methods and behaviour he has exhibited with me with other businesses, and I am concerned for them.
  
  ***** has called and harassed me and other technicians on several occasions. I called him once to explain that we did not wish to do business with him because he threatened me. He then immediately called me back and I had to explain very forcibly to stop calling. I will be talking to local law enforcement about harassment. ***** called the business phone number and my personal number but would block his number so it is difficult to determine exactly how many times he has called but I would put the number around 10 times. Conversations with ***** on the phone were never pleasant. He (*****) was rude, condescending, and argumentative. ***** admitted that he, hinted at a potential negative review The truth is that ***** threatened that pretty much anything I did that he was going to be leaving a negative review which it would appear has transpired even though he is not a customer. I felt and still feel like I am being backed into a corner. ****** ego and tactics are enabling him to believe that he will still get what he wants which is, my hope is for Shanalexs management to recognize the inconvenience caused, offer an apology and fulfill our agreed service.
  
  ***** is still pushing me to come and do work for him, but he also wants an apology first. I dont feel like I should have to work for such an aggressive individual. I feel like working for ***** at this point would be unfair to me. I will still work for ***** if I absolutely must,but I would like to video document everything because I do not trust him. I plead to whomever is reading this. Please do not make me work for this human.Thanks
  
  Regards,
  
  *************************
  
  
  
  Nature of Complaint:
  Service Issues
  Date Problem Occured:
  None Provided
  Date(s) Complained:
  None Provided
  Purchase Date:
  None Provided
  Salesperson:
  None Provided
  Product/Service:
  None Provided
  Model #:
  None Provided
  Account #:
  None Provided
  Order #:
  None Provided
  Purchase Price:
  None Provided
  Payment:
  None Provided None Provided
  Disputed Amount:
  None Provided
  
  
  

  Customer Answer

  Date: 25/10/2023

   
  Complaint: 20700766
  
  I am rejecting this response because:

  Dear ********************,
  
  Thank you for detailing your side of the story. I believe it's crucial for both of us to have a complete understanding of each other's experiences and perspectives.
  
  My primary intention throughout our interactions was to secure my home due to the rising break-ins in our area. I approached Shanalex Alarms with the hope of reactivating the existing system in my house. However, I felt subjected to certain high-pressure sales tactics pushing for a monthly subscription, which deviated from my initial intent.
  
  Furthermore, the portrayal of me as an aggressor is I disheartening. My interactions were purely based on a genuine need for security and a desire for clarity on your services. I must stress that I never intended to cause any discomfort or distress.
  
  Regarding the claim of calling you approximately 10 times, my records do not support this assertion. I am open to reviewing any evidence you might have in this regard.
  
  In light of our different experiences, I believe it's essential to find a constructive way forward. My primary focus remains on ensuring the safety and security of my home, and I'm open to exploring various resolutions to achieve this.
  
  Thank you for your understanding and consideration.

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

  Business Response

  Date: 03/11/2023

  To whom it may concern,
  
  I think that the confusion everyone is having is that what ***** initially wanted and currently wants was/is not something that we(shanalex) provide.Our only contract is month to month, and he wanted us to come and do work for one single day. We currently do not have a one-day contract or sign off contract for work. When he threatened to leave bad reviews if I didnt do as he wished I kept trying to explain that what he wanted was NOT something we do. I dont believe my efforts were, high pressure sales tactics. We only have one contract. I only have one thing to sell. ***** was persistently asking for something that is not within our purview.Also, I havent sold Marco ********* -Please provide a sales receipt.
  
  I tried telling ***** several times to call another service provider so I will list some. ******, ****, and ***** are all large security providers. We(shanalex)do not lock our panels and the homeowner owns all their own equipment. Any half decent provider could make Marcos ****** work. Once again ***** was/is asking me for something I cannot currently provide.
  
  I am willing to sit down with all parties and create a single day contract or a 5-year contract if ***** cannot afford the single day contract and the fees would be spread out over several years. Currently our monthly contract that we enter with our clients is not what ***** wants and not what I want so I am willing to negotiate. I would like to remind everyone that I am willing to make a contract that we have never needed up until today for one prospective client of thousands. I have not enjoyed this process, but everyone is *********** their opinion and voice, and I am willing to work with him (*****) if he pays his way and signs off contractually. Thanks
  
  Regards,
  
  *************************

  Customer Answer

  Date: 04/11/2023

  Complaint: 20700766
  
  I am rejecting this response because:

  Dear ********************,
  
  Thank you once again for taking the time to respond. I believe that it's in both our interests to clear the air and address the existing concerns. However, to achieve meaningful progress, it's imperative that our discussions are grounded in factual recounts and professionalism.
  
  Inconsistency in Services Offered: My initial communication with Shanalex was clear I needed the alarm system in my home reactivated. ****, who first addressed my concerns, confirmed that reactivation without a monthly plan was feasible and provided a verbal estimate for the service. Your subsequent interactions have, unfortunately, deviated from this initial assurance, which is perplexing and contrary to the solution initially proposed by your representative.
  
  Contractual Inconsistencies: Your recent offer of a one-day contract, or even a 5-year contract, is puzzling. You've emphasized on multiple occasions that Shanalex operates on a month-to-month basis. This inconsistency, combined with the diverging information between **** and yourself, further confuses the nature of Shanalex's offerings.
  
  Communication Discrepancies: I must stress that the assertion of me calling Shanalex and its technicians approximately ten times is not substantiated by any records. It's imperative to differentiate between persistence for service clarity and harassment.
  
  Questioning My Customer Status: The term "customer" doesn't solely apply to monetary transactions. A potential customer someone in dialogue about a service deserves the same level of respect and clarity. The tone and content of our interactions, from your end, have unfortunately been far from consistent or professional.
  
  Regarding Negative Review Mention: While I acknowledged and immediately regretted the mention of a potential negative review, the utilization of this statement as a pivot point to retract service agreements is concerning. It speaks to the reactive nature of your business dealings rather than a commitment to service.
  
  In essence, ********************, the essence of my complaint stems not just from the service discrepancies, but more importantly, from the unprofessionalism and inconsistencies evident in our interactions. For us to move forward, it would be beneficial for Shanalex to provide clear, consistent, and professional communication.
  
  I remain open to discussing a resolution that benefits both parties and is grounded in transparency and mutual respect.
  
  Warm regards,
  
  ************

  P.S. Attached are photographs of my alarm system control panel and windows, which clearly display Shanalex branding. This reinforces the fact that Shanalex was responsible for the installation and has supported the system in my home previously.