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:06/03/2024

  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.

  Items in question are the following:1. Western Security failed to permit their work with the Steamboat Springs ************************** 2. Western Security failed to add a horn strobe to the exterior of our home. A strobe is added for the fire department to visually see and hear in order to locate the lockbox in a timely manner in case of an emergency 3. Western Security failed to have the proper house key in the fire department lockbox in case of an emergency for when we are not in residence 4. Western Security did not register the new alarm system or obtain a permit which provides the ************************* with a 4-digit reset code that enables them to shut down the system when they respond 5. Most recently our system was disconnected and no one from the monitoring company contacted anyone on our list

  

  Business Response

  Date: 06/12/2024

  ***************************** BBB Response 6-12-24

   

  Items in question:

  1.       Upon bringing her concerns about the permit to my attention, I contacted the Fire Marshal and discussed.  I purchased a permit and notified the former client they were never charged nor paid for the permit, but we could now gladly schedule with the Fire Marshal if they agreed to pay.

  a.       The Former client declined to authorize and notified us their new provider will be inspecting the system

  2.       The House was built 2005 prior to the ordinance requiring an Exterior Horn/Strobe and the previous alarm provider did not install an exterior horn/strobe during their installation

  a.       Western Security provided a *************** Scope Letter identifying the unreasonable costs and efforts to install an Exterior Horn/Strobe in a ***** sqft home already constructed and was granted the variance not to install by the Fire Marshals office.

  3.       The former client failed to notify Western Security or the *************** they re-keyed their locks when they changed their doors so Western Security had no knowledge they had a different key the Fire Marshal is the only person that changes out the key in their lockbox at the house.

  4.       The former client failed to learn how to use their system, depended solely on their caretaker, and didnt download their virtualkeypad app so they could learn how to operate their system safely and correctly.

  a.       Once the former client disabled their first smoke detector before continuing to remove several more while the system was in full alarm, the system believed the house was burning to the ground and would no longer respond to codes.

  b.       Documented as to why Western Security was required to comeback and reinstall several devices, replace all the batteries.  This violated any remaining warranty.

  5.       This is clearly another false statement made after the former client was provided a copy of the call and report showing her caretaker was notified upon a failure of her system to communicate with our central station.  She continues to make this false statement even after her caretaker confirmed.

  From: *********************** <*************************************>

  Sent:Wednesday, May 8, 2024 4:20 PM

  To: ***************************** <*******************>; ********************* <*********************************>

  Cc: ************************* <*****************************************>; ********************* <**********************>

  Subject: Re:Western Security Invoice: ****** for Bucks Path

  ***,

  ***** was contacted.

  (See image in Documents.)

  The warranty expired in December 2023 when the client disabled the detectors and powered the system down.

  Demand for refund has no merit.

  Customer Answer

  Date: 06/25/2024

  from: ***************************** <********************>
  to: ***** Look <**************************************>
  date: Jun 25, 2024, 1:37 PM
  subject: Re: New Voice Message from BBB - ***************************** ************** on 06/24/2024 11:58 AM

  Hi *****,
  
  Thank you so much for your email. The original message definitely went to my junk mail, so apologies for the delay. This case/complaint is most definitely not resolved. Please see our version of the items in question made by Western Security as well as some additional information to help support our complaint.
  
  > Items in question:
  >
  > 1.        Upon bringing her concerns about the permit to my attention, I contacted the Fire Marshal and discussed.  I purchased a permit and notified the former client they were never charged nor paid for the permit, but we could now gladly schedule with the Fire Marshal if they agreed to pay.
  
          -The new system was upgraded/installed Feb 2023 by Western Security, the work began without the proper protocol of pulling a proper permit with the Routt County *************************** This has been confirmed both written and verbal, by current ************************************* Upon learning on Christmas night-December 2023-that our system was inoperable, was when we learned of our new system both not being registered or permitted with the county. The permitting process provides the fire department with a 4-digit reset code that enables them to shut down the system in situations like ours on Christmas night. At this time, we also learned that Western Security had failed to install a horn strobe to the exterior of our home and failed to have the proper house key in the fire department lockbox in case of an emergency. All items required by the Routt County ***************.
  >
  > a.        The Former client declined to authorize and notified us their new provider will be inspecting the system
  
                  -We are not required to notify Western Security of anyone inspecting our system. After our situation with Western Security, we wanted to ensure that our home was being properly protected in every way, so we had a provider come out to inspect the system which is when all the discoveries were made. We thought Western Security was a reputable and trustworthy operation when we hired them to upgrade and install our new system. Clearly not the case.
  >
  > 2.        The House was built 2005 prior to the ordinance requiring an Exterior Horn/Strobe and the previous alarm provider did not install an exterior horn/strobe during their installation
  
                  -We did not purchase the home until Dec 2019 so this is null and void towards our situation
  >
  > a.        Western Security provided a *************** Scope Letter identifying the unreasonable costs and efforts to install an Exterior Horn/Strobe in a ***** sqft home already constructed and was granted the variance not to install by the Fire Marshals office.
  
                  -This decision did not involve us as the homeowner and after speaking with ************************************ is also irrelevant to our situation. This was decision made by the previous owner many years ago.
  >
  > 3.        The former client failed to notify Western Security or the *************** they re-keyed their locks when they changed their doors so Western Security had no knowledge they had a different key the Fire Marshal is the only person that changes out the key in their lockbox at the house.
  
          -When Western Security was hired to install/upgrade the new system, no one ever came out to inspect the new system and/or check if there was even a key in the box. Also, our front door lock was NEVER changed prior to December 2023, so again irrelevant.
  >
  > 4.        The former client failed to learn how to use their system, depended solely on their caretaker, and didnt download their virtualkeypad app so they could learn how to operate their system safely and correctly.
  
          -False again, *********************** walked both myself and our house manager through the operation of the system multiple times. With the fire department as our witnesses, the code entry did not work that evening AND we were on the line with Western Securities after hours support who was also unable to assist us in shutting down the system. Again, had Western Security done their due diligence and followed STATE protocols, the fire department would have had a four digit code to disarm the system but the system was never registered or even permitted. Downloading an app doesnt provide any assistance in a situation like this when the actual system itself is inoperable and faulty.
  >
  > a.        Once the former client disabled their first smoke detector before continuing to remove several more while the system was in full alarm, the system believed the house was burning to the ground and would no longer respond to codes.
  >
          -False again, the first smoke detector was not removed until after we spoke with Western Securities after hours representative and he was unable to assist us in powering down the system. Important to note that the fire department were witnesses to all of the events and are happy to provide statements of support.
  
  > b.        Documented as to why Western Security was required to comeback and reinstall several devices, replace all the batteries.  This violated any remaining warranty.
  
          -Not even sure what this means, irrelevant to the situation.
  >
  > 5.        This is clearly another false statement made after the former client was provided a copy of the call and report showing her caretaker was notified upon a failure of her system to communicate with our central station.  She continues to make this false statement even after her caretaker confirmed.
  
          -Our house manager was not aware of any calls received from Western Securities monitoring service and she is willing to request phone records from her carrier to prove so. Also, if she was unavailable, the monitoring company is contractually required to call the next person on the call list which is myself and then my husband-we did not receive any calls and are also willing to request call logs from our service provider to prove this.
  Important to note that when Western Securitys monitoring service does call, it is never the same number.
  
  To add insult to injury, it is important to note that since investigating our situation with the state of ********, we have been made aware that there are two other formal complaints filed with the state of Colorado regarding the same situation with two other home owners. That alone should be enough information for the BBB to confirm our complaint.
  
  Please let me know if you have ANY further questions as we are more than willing to oblige as our purpose of this is to ensure that no other homeowner experience this type of situation and/or put their home at risk for complete destruction by fire or burglary. I am available via email or by phone any time.
  
  Thank you for your time.
  
  *****************************
  ************

  

  Business Response

  Date: 07/02/2024

  BBB - Please call me to discuss the inaccurate statements being made and the process BBB goes through to validate before applying this misinformation to my account.  Thank you

  

  Business Response

  Date: 07/09/2024

  I did also respond with notes updated at the bottom of the document tracking the communication and received confirmation that the document was received and uploaded.

  Please let me know if you require anything further. 

  

  Business Response

  Date: 07/25/2024

  from: ********************* <*********************************>
  to: ***** Look <**************************************>
  date: Jul 25, 2024, 10:55 AM
  subject: RE: You have a New Message from BBB Regarding Complaint #********

  *****,
  
  In my last response, I added the lines at the bottom of the document as you had requested.
  

  It identified both the Horn/Strobe and Lockbox were actually installed previously and the client did not tell the truth.
  
  The former client disassembled the equipment and had to pay us to come back to reinstall and get the system working properly.  I documented they did this in July and in December.
  
  The only item she was accurate about was not having the permit at the time of upgrade.  I remedied that, purchased the permit and she refused to let us have the ******************** it.  I showed proof of the documents and she didnt want to pay for anything further.
  
  Thank you,
  
  *********************
  *************************** Unit 6A
  *****************, CO 80487
  Office: ************