Complaints

This profile includes complaints for Futurian Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Futurian Systems

  201 Main St Suite 2A Minturn, CO 81645

• 

  Futurian Systems LTD

  550 Reserve St Ste 190 Southlake, TX 76092

  
• 

  Futurian Systems LTD

  550 Reserve St Ste 190 Southlake, TX 76092

  

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:08/29/2023

  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.

  Furturian Systems - N. Tx: 550 Reserve St, #190 Southlake Tx.
  Timeline:
  8/24/22 – Agreement Signed
  10/17/22 Initial Alarm Install (Paid Second Payment by check)
  1/24/23 – Install Date Requested to finish up
  1/26/23 – Install Date Arranged
  2/27/23 – Tech came By to Finish Up (Completed Everything but garage doors, said would come back) Paid final Here
  ~4 wks later we called to find out when they will schedule us to finish the job as per the technician words. Receptionist apologizes & adds us to the cancelation list, & that she would call back b/c she needed to look at the schedule & see what she could do for us. We called back after ~ 5 days & got us on the schedule for 2 weeks out, saying the tech had apparently "closed the job" which is why we weren't ever called & that she was sorry that it was closed when it shouldn't have been.
  04/28/23 – Alarm Company Comes back to complete Garage Doors.
  Shortly after this, we received a bill for $500+. We thought this must be a mistake because they were finishing the original job. I reached out, they had a meeting & when I called back, they told me they were still going to bill the full amount. Then I reached out again saying we didn't agree to the charges and then they credited us the panel clean up- that should have originally been taken care of by the first tech, but still charged us the full fee for the job completion.
  
  In the Project proposal, terms & conditions, section C- (attached document)- paraphrased for character restrictions, all extra work & supplies must be discussed & approved by owner- we were never notified that to finish the original scope of work, that we would be billed again. Had we been told that, we wouldn't have proceeded. We have asked for the last bill to be waived but they keep charging us, & adding late fees. We should not be billed for their mistake (Closing job when not complete), & for billing for already paid for scope of work, or lack of extra billing notification.

  Business Response

  Date: 09/08/2023

  Futurian takes all complaints
  seriously and we apologize to the Hayse family for the inconvenience this issue
  has caused and appreciate bringing attention to the matter.
  
  Here are the facts:
  
  Ryan and Rachel Hayse who reside at 2607 Melbourne Ct., Pantego, TX 76013
  did enter into a detailed Agreement (see Exhibit A) with Futurian on 8/24/22. Within
  the Agreement, a Scope of Work (as indicated below) was included which
  specified the labor to be performed related to the job and any additional costs
  that may arise, of which Mr. Hayse acknowledged with his execution of such
  Agreement on that date.
  
  SCOPE OF WORK
  Futurian
  Systems shall install the Elk Security Panel Kit in the Equipment Closet
  location. The kit will include installation and configuration of the security
  Panel, two-way wireless transceiver, 4-button keyfob, keypad, and enclosure.
  The panel shall be powered with supplied AC Transformer and (1) 8 Ah battery
  back-up. A Telco Jack & Cord will be included if applicable. M1KP2 LCD
  Keypad will be installed in the Equipment Closet for programming and ease of
  use. Futurian Systems shall install M1KPNAV touch screen keypad will be
  installed and programmed for the Front Entry, connected to the ELK Security
  panel via a data bus hub. Futurian shall supply an M1EXP Ethernet interface for
  IP monitoring capability and integration of the owner furnished Insteon Lighting
  control products. Futurian shall program ELK security to allow for simple
  on/off control of each Insteon lighting device, any additional advanced programming or configurations
  will be billed at Futurian Systems current Service Rates. Futurian
  Systems shall connect all existing wired contacts zones for Doors & Windows
  throughout the home to the Elk security Panel. Futurian Systems shall not be
  held responsible for any defects from previous workmanship including shorts or
  breaks in security wire previously ran. Futurian Systems will install and
  configure (1) two way glass break sensor in the Great Room per specifications,
  and upon confirmation of location with all Stake Holders. Futurian Systems will
  integrate the customer supplied Kwikset Zwave lockset into using the Insteon
  IPSY as the Gateway for the ELK Security System. If stand-alone ELK control with
  the Zwave locks is requested additional hardware will be required. Futurian
  Systems shall pre-wire for 2 overhead doors with Relay control from the ELK
  Security system and 2 track-mount contacts. Futurian Systems Client
  Relations will complete an Orentation with the Client on use and operation of
  the ELK Security system, and operation from M1 Touch iOS app.
  
  As
  Futurian worked through the project with success, there came a point by which a
  final punch list of issues needed to be resolved. Of which, all were resolved except
  the Garage Door Integration.  As this
  became an “additional advanced programming and configuration” item per the Scope
  of Work, especially since it was a client provided garage door system,
  discussion was had with Mr. Hayse (see below) as reflected in the invoice from
  4/28/2023 (see Exhibit B) this was an issue that would require more
  troubleshooting and possible parts.
  
  CONVERSATION WITH MR. HAYSE
  “…I explained this
  possibility to Mr. Hayse but he was ok with being able to manually change the
  control options from the keypads now that I was able to explain what the issue
  was…”
  
  Therefore,
  the service invoice submitted to Mr. and Mrs. Hayse was not only anticipated by
  Mr. Hayse, but also fully justified.
  
  Nonetheless,
  Futurian continued to work with the client on the outstanding invoice and concessions
  were made with credits applied to the invoice for additional configuration work
  performed outside of scope.
  
  Despite
  Futurian’s attempts to work with the client on billing, it became apparent that
  Mr. and Mrs. Hayse were simply attempting to receive additional work at no charge.
  
  The
  actions taken by Futurian are indicative of good faith to satisfy their
  customers. History also shows multiple conversations in an attempt to do so. As
  always, Futurian remains open to continuing to work through this issue to bring
  full satisfaction to the client.

• Initial Complaint

  Date:10/14/2022

  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.

  I have spent thousands of dollars on a sound system that they installed that has failed to work multiple times in the first year. My complaint is that they are charging me for service calls that should be warranty. To quote them: “time is money”. They don’t care about their customers.

  Business Response

  Date: 10/14/2022

  My. ******* is incorrect with his statement about the warranty. It specifically states in Clause R within our Agreement (attached) his labor warranty is thirty (30) days for the time he signs off on the project being completed. According to our records, he executed the Project Completion Statement (also attached) on 2/4/2022. Therefore, his labor warranty would have ended on 3/4/2022. He is therefore falsely representing the warranty coverages.

  The customer has been charged for services to support the electronic system he purchased. Service is not free and he has been billed on each such request of service. His latest invoice has gone unpaid for over ninety (90) days and has therefore received finance charges. The customer called into the office with hostility and threats towards the company when the company is only doing what was clearly referenced in the documents provided.

   

  Customer Answer

  Date: 10/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:because I had so many problems with their system, they promised to get the system working properly before this warranty expired. Their response is another example of their not standing by their word nor their work. 
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 10/25/2022

  Mr. ****** is not being truthful with his response. He personally executed a Project Completion Statement on 2/4/2022 acknowledged by his signature on the attached document. In which, the document specifically states: 

  --I agree that all hardware included or added to the system is in good working condition at the time of install and understand that the warranty for each such piece of hardware is in accordance with the manufacturer’s limited warranty specifications.
  

  --I agree that labor warranty is for thirty (30) calendar days from the Completion/Sign-Off Date and I’m subject to hourly labor charges for any and all labor past the initial thirty (30) calendar days from Completion/Sign-Off Date unless I choose to enroll in the Futurian Protective Service Agreement attached hereto.
  

  As with all electronic systems, they require on-going maintenance to keep them in good working order. Mr. ****** has been offered a Service Plan to cover such issues, but chose to reject the plan and therefore must pay for incidental issue at our full service rate. While we have provided the services to maintain the system he has purchased, he has chosen not to pay us for service rendered.