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Business Profile

Security Systems

Swann Communications

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair 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.
    purchased 2 cameras at **** club and since cameras were installed I have contacted CS at least 50 times and problems continue with cameras going off line, no recording, not being able to reset etc. One of the cameras was replaced but Swann is not being responsible for having to pay tech for not working camera. Further more, I purchased a 3rd camera and had it professionally installed and camera is not working ( I failed to realize is a refurbished camera). I have contacted CS on third camera a whole lot of times, we keep trouble shooting and camera does not work. I fails to record, does not capture motion, lights don't turn on etc, I was beaten up in my yard and camera did not work. CS keeps calling me a midnight and I have asked them why they call me at midnight. I have call logs and voice messages. I don't know what to do because I try contacting CS and you have to wait for hours on the line and call drops. I have many emails from Swann tech just stating they will call me, but I have talked to them at least 50 times or more and they are aware of my concerns. I am trying to get my money back so I can purchase equipment that will work as product states.

    Business Response

    Date: 11/20/2024

    We are sorry to hear about your experience with Tech support. We have inform the customer that **********************  is not responsible for any costs associated with installation. Swann is going to replace the camera for a working camera. 

  • Initial Complaint

    Date:04/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased 2 identical "12 Camera 16 Channel 4K Ultra HD Professional Professional *** Security System" top of the line *** security systems. It took about 6 months to install them and they both failed within 1 year of usage. Swann will not provide me information regarding the repair of one of the *** units. Swann said the other unit had a motherboard failure and need to purchase a new ***. Swann supposedly sent the repaired unit back 2 weeks ago with no tracking information and still have not received the unit. I feel they should both technically fall under warranty since they failed with 1 year of usage. I have attempted to get this resolved with *** rep *** who does not answer my questions regarding their status. *** closed me *** ticket prematurely as we are still currently trying to resolve the *** and this blocks all communications from me to SWANN regarding these units. *** will temporarily reopen the ticket to send a single response to complaints that I have filed against her at SWANN and then close them again which blocks all my communications back to her. I seem unable to get any supervisor/manager help to resolve any of this even after numerous employee complaints and countless phone calls attempting to reach an actual person at Swann Communications. I call customer support and it automatically puts me in a queue for a call back, which calls me back hours later to say a customer rep is available to help me and then hangs up on me. It really appears that SWANN COMMUNICATIONS is blocking most if not all communication attempts from customers to reach the help and support needed to resolve issues. Both numbers to HR, Accounting and shipping/receiving are blocked/dropped. **************** line does not work and I get no response back after emailing and filing numerous employee complaints only to be forced dealing with the same employee creating the issues. This is an EPIC disaster from a security company with 24/7 support!

  • Initial Complaint

    Date:02/13/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 purchased cameras a year ago and about 3rd months later i had issues. I have noticed now that animals and people bodies are blurred out of the camera. I spoke with numerous techs that couldn't help me. I would like my cameras not blurring out motion animals and human. Everytime I speak with IT they are not doing anything to correct this issue. I also spoke with a IT tech which admit that they can blur people and animals out of my cameras. If they can not fix this cameras pls replace them.

    Business Response

    Date: 03/07/2024

     

    We are sorry to hear about your experience. A customer service agent is going to contract the customer requesting information to replace the cameras. 

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair 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.
    When I moved into a new house I wanted to have cameras like I did in my previous home. I found a 4 camera set with DVR at **********, in ***********, **. even though I had experience with cameras but I decided to have them professionally installed by TriState Security here in *********. The trouble with Swann **************** began the first day, after the technician installed the cameras he would have to call Swann CS to get the system activated, he had nothing but trouble and was transferred numerous times he was on he phone an hour to do a simple task. That hour resulted in an additional charge of $90 on my install. Form that day on was a nightmare dealing with Swann, I even asked you (BBB) for help when they would not honor the warranty, They would not reply to you. The easiest thing to do is attach a copy of the letter I am going to send to Swann Soon as the holiday ********* is over, it will give you the entire story.

    Business Response

    Date: 02/14/2024

    Hello **** ***,

     

    We are sorry to hear about your experience. Please know Swann is not responsible for any costs associated with installation. We see that you were in contact with our support team and they sent you the guide to do a password reset as you requested. Please know password resets were something that was previously done via chat or with a guide online. Our options have now changed and our support team can help you troubleshoot your system and help you with password reset or any other issues you may have. Please reach out to us via any of the following for real-time support:

    1. *** & ******: ************* 
    2. AU: **** 788 214
    3. ** : **************** (Toll Free)

    Thank you, 
    LV - Swann Team 

  • Initial Complaint

    Date:05/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an 8 camera system from Swann on February 13, 2023 from **.swann.com for $809.98. On March 20 I started experiencing issues with 2 cameras not working. I submitted a technical support case with Swann. Technical support keeps asking the same questions. I have been through the troubleshooting steps several times. I have provided my order number so they can look up the equipment. Last communication from Swann was April 8. Technical support has not responded since. Support Case number ******* HDD/SD

  • Initial Complaint

    Date:12/14/2022

    Type:Product Issues
    Status:
    Unanswered
    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 purchase a home security system from Lowes and i brought it home started to set it up # 1 many parts were missing. #2 unit did not work as advertised on the box and they claim it can add more cameras but after contacting the manufacturer they claimed they do not make extra cameras yet on the box it claims that you can add up to 5 more cameras, yet after speaking to customer service and sales they claimed the do not sell or make individual cameras meaning it is not upgradable as advertised on the box, this is blatant false advertising and lies

Swann Communications is NOT a BBB Accredited Business.

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