Complaints

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• Initial Complaint

  Date:10/19/2022

  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.

  We recently purchased our home and the previous owners left the CAME system in the home with their information in the system. Occasionally the keypad beeps and we have to hit a random button in order to make it stop. About three months ago I called CAME and asked is there a manual we can get to tell us how to stop the random beeping. They said since we didn't have a monitoring agreement they couldn't send one out to us or tell us how to permanently stop the beeping.
  
  Today we had an electrician out to do some work and they had to shut power off. When they turned back on the beeping began again. I called CAME to try and see if once again someone would come out and unlock the keypad and shut the system off permanently. They said they could not help because we don't have an agreement. I told them the previous owner's information is still in the system and I don't know what their codes are. They then said they can't tell me anything because they don't know that I'm actually the new owner. I said that makes sense and that I would send them via email escrow and title documents proving who I'am. They said we still need an agreement with them. I told them this doesn't sound right that if I owned their business I would be worried about being liable for having an active CAME system that could malfunction and cause the new owner harm from the alarm constantly going off for example hearing loss or cause a heart attack from the stress of not being able to shut system off. I asked to speak to supervisor. Colette got on phone and I could sense beligerance in her voice from my questions. I explained to her the urgency of shutting it off because it was causing problem with electrical work being done. I asked calmly to discuss with owner and she said I'am the owner. She eventually hung up on me 3 times. The final call she told me not to call back. I told her I would discuss with my attorney and BBB and she said go ahead and hung up on me again. Very unprofessional.

  Business Response

  Date: 10/20/2022

  This particular party called in wanting us to provide some sort of service for him.  We had no way of knowing who he was or whether he actually owned the house he spoke about, or any house for that matter.  We politely told him that since we do not have a contract with him we are limited on what we can share, in terms of information.   The system is owned by the home owner.   We do not own the system.   He was rude from the beginning with my staff and would not take no for an answer.   We did try and help him silence his keypad by giving him some generic information.   We also explained that his electrician should be able to help him power his system off, and that instruction manuals were available on line.   When my staff reached their frustration level, I was given the call and the party was rude and demanding.   I tried to explain that we had no legal obligation to him and that in fact would incur liability if we advised him of anything.   He threatened he would get his attorney to deal with me.   I politely said "I am hanging up now as this is going no where".   He called back twice and I again told him there was no point in threatening us repeatedly.   He wasted at least thirty minutes of staff time as we tried to explain that the system was "his" and not "ours".   We are under no obligation to provide services to this gentleman.  He is not entitled to service, either on the phone or with a technician visit.   We have no contract with him and am not interested in being berated by someone that does not understand the concept of how our services work.    

  We have been providing security services in this county for over 30 years, and in California since 1955.   We have an extensive customer base and pride ourselves on providing great customer care.   We also understand the legal implications of our industry and follow all guidance from our counsel.   This phone call was handled politely and correctly.   This gentleman clearer feels entitled and not aware of how business works.

  C****** ** ****

  Owner

   

  Customer Answer

  Date: 10/20/2022

  
  
  
  
  I am rejecting this response because:  Let's get the record straight I had a very calm and polite conversation with Christina and she did tell me to punch just a random key on the keypad and maybe that would stop the beeping temporarily.  I did explain that I could easily provide proof of ownership and all I wanted was them to give me a code to permanently shut the system down until I decided if I wanted to pursue monitoring services from them. Christina was not frustrated with me in fact I asked her if I could talk to a supervisor and maybe explain who I was to provide proof of ownership and what I needed in more detail she politely turned me over to Collete which after she rudely hung up on me the first time I found out she is the owner.  Collette was so rude during our very brief discussion that I asked to speak to the owner and that's when she said she was the owner.  After she hung up on me the second time I called back and told her I would contact my attorney as well as the BBB and she told me to go ahead and she hung up on me again.  During my conversation with Collette I asked if they could explain to the electrician how to do it because he didn't want to touch it without some guidance she said any general contractor should know how.  In a nutshell like many other security companies they leave their installed equipment in the homes active in hopes to get continuing business from the new owners.  They don't care about any liability their equipment may incur from being left active all they want is some money. They did not tell me ever that there was a manual online it was always a matter of I had to have a contract with them in order to talk to me. Even if there is a manual I still need the master code from the previous owner (which they have) in order to access the system.  Leaving these systems behind is like leaving land mines behind after a war has been over for years just waiting for someone to trigger it.  We should at least be given a code to disarm the land mine they left behind. On another note after my conversation with Collete I went to the BBB site like I said I would and low and behold there was listed a similiar complaint from what I experienced.  Right done to the fact that Collette has a habit of being rude and hanging up on potential customers as well as existing customers.  Her response to the gentleman in that complaint reveals her personality she attempts to justify her rude treatement of that customer by saying he always paid his bills late.  Enough said I know it would only take a minute for them to disable my system so what's the problem with just showing a potential customer a little good will?
  
  
  
  Regards,
  
  
  
  J** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/21/2022

  To be clear this person is NOT a customer of ours.    We do not know him and did not have his name previously.    We do not have codes or keep records on systems that we do not contract for.   His problem is that he did not get the proper information from the previous owner of the home when he bought it.   His lack of knowledge or concern initially is not our problem.   We would not take this person as a client as his attitude reflects a problem waiting to happen.

   

  Cristina was trying to be helpful.  She came to me to express her frustration with this person as she wasn't able to get through to him that we did not have the ability to help him.   He can spin it any way he'd like, but the bottom line is, we did not owe him service.   

   

  Having someone spew on the phone over and over about his stand, without listening to our response actually does warrant ending the call.  

  Customer Answer

  Date: 10/21/2022

  
  
  
  
  I am rejecting this response because:  We do not expect any service just the master reset code so we can shut this system off ourselves. You know you can do that but since there is no money involved you won't. One thing this complaint has resolved is that you don't want us as a customer nor do we want you as our security provider.  There are millions of people out there with this same problem of active alarm systems being left behind and being held hostage by the provider to sign up for service or else.  I guess this is just something that needs to be changed in your industry to protect the consumer.  Your responses speak for themselves and obviously you don't plan on doing the right thing by providing the reset code.  
  
  
  
  Regards,
  
  
  
  J** ******