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:01/14/2025

  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.

  The highlights are provided below:- 5/21/2024: Tip Top *********** Service installed the CellGate Watchman 450 which they sold to us directly. They sold us the equipment, installed the equipment, and charged us for the labor associated with installing and setting up the CellGate Watchman 450. The device provides remote gate access to our property's front gate. Tip Top *********** Service also provided the hardware for ******* Wireless to provide service to the device through CellGate's interface. They expressly told us that the device was under warranty for multiple years.- 1/10/2025: The CellGate Watchman 450 device was not working; it would not allow us to open the gate remotely, to view the camera, or to operate the device in any way. It appeared to be a network error. We called Tip Top *********** and asked whether we could troubleshoot it ourselves, and they said that they would have to come troubleshoot, because they have the key to access the device.- 1/13/2024: Tip Top *********** arrived at our house to fix the issue described above, but they needed to come back another day because they forgot the key to the device. They reiterated that they have the key and that we would not be able to access the device to troubleshoot with CellGate directly.- 1/14/2025: Tip Top *********** arrived at our property and promptly fixed the issue by unlocking the device, contacting CellGate directly, and resetting the device. The employee at Tip Top *********** informed us that there had been a network reset performed by ******* last week and that almost all (or all) CellGate devices running on ******* cell service stopped functioning. We received a bill for this work. We called Tip Top *********** and informed them that the bill must have been sent in error because the device is under warranty, but they said they refuse to honor the warranty and that they are going to keep the bill in place. This refusal to cover the work is a violation of multiple warranty laws.

  

  Business Response

  Date: 03/18/2025

  This was caused by my service manager ******, it was no longer with us. When the technician went out and charged the service, during warrantied hours, for a service under warranty, the technician erroneously charged a service fee. When the customer rightfully complained about the invoice, my service manager didn't even listen or try to understand the customer's position, and demanded that he pay the invoice. I was out sick at this time with the flu and once I got back to work and realized what had happened I then contacted the customer and refunded the ********************** fee and apologized profusely. But this shouldn't have happened whether or not I was working as all of our staff are responsible for upholding our principles and policies. But the invoice has been refunded and I thought that the customer had accepted our apology. He may have forgotten that he filed this complaint. You can reach me at ************ if you have any other questions.