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:02/16/2024

  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.

  This company has been the worst waste of hard earned money. We bought this system a couple of years ago. They still have not completed the installation. When you call for service you get the run around and they Never return your call. ********************** with this company it is the worst scam.

  Business Response

  Date: 02/16/2024

  This system was originally installed in 2020. I have attached a screenshot of the communication log between the customer and our company. As you can see there was none. The last communication we had with this customer was in March 2021 when the customer still did not have adequate internet to support the alarm system. The next time the customer reached out to us was on 2/8/24 and it was immediately assigned to a customer service rep who called and left a voicemail. If there was any equipment owed or services not being rendered, why wait 3+ years to reach out? And then file a complaint which has no credibility?

• Initial Complaint

  Date:02/10/2024

  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.

  This is in regards to Core Home Water which is a part of Core Home Security. I was approached by a door to door salesman offering a water softener system and reverse osmosis system on Tuesday 02/06/24. On Wednesday 02/07/24 I was provided the contract and work was started, to be completed on Monday 02/12/24. On Saturday 02/10/24 I elected to cancel. The sales **** ****** tried to bully me into keeping the contract stating it was too late. His finance manager in the office, ****, said that it doesn't matter that the contract was not signed and that the delivery date of my right to cancel being given to me on 02/07/24 did not matter, that the sale was final and if i don't move forward they will send me to collections. I attempted to work with them on removal and clarify that the documents they provided me state 3 business days since sales date or date the right of cancellation was provided. **** argued that because they work 7 days a week, Saturday counts as a business day, and that it's from the sales date not the contract date, even though their own paperwork stated it was whatever came latter. **** then threatened to *** me over it and would be taking me to court. I will also include that under ***** statute 601, because Core Home Water failed to properly date the cancelation notice, the contract itself is void. Buyer beware, they will bully you and threaten you if you attempt to cancel anything.

  Business Response

  Date: 03/06/2024

  *********************************** entered into a contractual agreement With Core Home Water on 02/06/2024. It clearly states on the signed work order that he has 3 business days to cancel the agreement without penalty.  He never attempted to cancel anything until Saturday 02/10/2024 which is past the 3 day right. The water filtration system had already been installed on his home and extensive plumbing had to be done to place the tank where he wanted it to be placed. When ************************** attempted to cancel on 02/10/2024 he was told we cannot just cancel it out due to the technician and plumber already being paid and the system already being used and fully installed. He became irate at this time and insisted we just cancel the whole deal. I tried to explain to him why we could not do that and once again pointed out the signed agreement he had made. He Still refused to honor this agreement and demanded that it be removed. We had several more discussions with him over the next few days and he just continued to say his circumstances had changed and he no longer wanted the water softener.
  Core Home Water reluctantly agreed to a settlement with ************************* to resolve this issue amicably. Both parties agreed that ************************* would be responsible for the plumbing and work that was done on his home, and we even allowed him to keep the water softener due to it being used for several days and us not being able to recoup the value of the unit at this point.  ************************** has continued to harass Core Home Water and write negative reviews as well as filing this complaint when he received a system that he agreed to pay $9,900 for $1,000.
  Core Home Water operated in a fair and reasonable manner in all accounts regarding ************************** and the only party that has suffered any losses, or any negative aspect of this transaction is Core Home Water and not **************************. Please see all attachments I have included in this email for pictures of the work performed, signed work order, as well as a signed settlement agreement signed by **************************.
  
  *********************
  Director Of Operations
  Core Home Water
  www.corehomewater.com
  **********************

• Initial Complaint

  Date:01/19/2024

  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&#**;m not getting any service if someone comes to my door on my property. It works for a day then goes out again. ****, a service rep, was supposed to call me back. She left a message and I could never get her back. I would like to get out of this contract because I am not getting any results.

  Business Response

  Date: 01/23/2024

  On several occasions I left messages for the customer. In my position I speak to ****** ************. I can't always pick up when a customer calls. Last we spoke, I informed you of the service fee and that is when we had a communication issue. Our contract clearly states that after 90 days, customers are required to pay for all service calls on a Per Call-As Needed Basis. I will follow up with you to determine if you would like to schedule. 

• Initial Complaint

  Date:10/03/2023

  Type:Billing 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.

  My husband and I signed up for a new security system with Core Security systems. I was told we would pay $75 per month, $50 would go towards the cost of the $4000 security system and $25 for the monitoring. There were several issues with the install but that was corrected. Several days later my husband received a new credit card from ************** which he had not applied for, he called and told them he had not applied for a credit card so they took the information and told him not to worry about it and that the account would be closed. About a week later we received a statement for the credit card only to find out that Core Security systems had opened this account charging the $4,000 In my husbands name. This is totally unethical, against the law and nothing that we were aware of not did we give permission for. I cannot get in touch with anyone at this company to discuss this situation to see why they would do something like this. I want this contract voided and for them to come and get their equipment out of my house immediately!

  Business Response

  Date: 10/18/2023

  *****************, we have sent you the recorded sales call for you to listen to where we clearly explain the financing to you and your husband. We also have signed documents from the time of install also clearly outlining all costs and terms of your contract and financing. You stated you were told $50 per month would go twords the $4,000 security system and $25 for the monitoring, that is all accurate and correct. $50 is the payment you owe ************** for the $4,000 system that was financed by your husband. The credit card you received was for the alarm system that you guys financed and all information used in order to obtain financing was provided by your husband. At the time of install you guys signed Synchrony paperwork as well as Core Paperwork so i really dont understand why you are claiming this is unethical and or against the law. The first sentence in this complaint states you were aware the system was $4,000 and you were making payments twords it. Synchrony is simpy the finance partner and the Credit card is simply something they send you incase you want to make future purchases on additional equipment. Lastly you say you can not reach anyone at Core and that is also untrue we have several records of speaking to you including the last communication with you on 10/05/2023 where we sent you the recorded sales call i mentioned. We have actually tried to contact you since this time and you have not answered our calls since. i have uploaded a time stamped copy of all of your account notes, as well as your contract and sales call to the BBB as well as **************. 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20691783
  
  I am rejecting this response because:

  
  I am attaching an audio recording between me and Core Home Security where you can see they told me they financed in house and never said there was a finance company that would finance the security system. This is proof that anything they are telling you is not true. I can also provide you with the contract as well if they have not done so, thank you
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/27/2023

  At no point did we tell you it was financed in house and your husband signed paperwork from a 3rd party finance company at the time of installation along with all of the other documents. You are saying you knew it was financed, but yet you are disputing the financing? You are admitting that you agreed to financing but your upset it was not inhouse, at no point did Core home tell you we financed anything inhouse in fact we told you the opposite when you provided the information needed to obtain the loan for you guys to get financing for the alarm system.  I dont understand how you guys signed paperwork for financing that clearly states who it is financed with but you are now saying you did not know about it. It just does not make sense. 

• Initial Complaint

  Date:09/15/2023

  Type:Order 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.

  My mom, ******************************* 83 yrs old was sold a security system in 2020 from Core Home Security, that is being financed through a finance company. And was paying for monitoring by this company paid directly to Core Home Security. She found out she had cancer in Sept 2022, so she had to move in with us. At this point I took over her finances. I saw that she had a payment coming out automatically. She told me that was for her security system. We started doing renovation at her house and triggered the alarms several times. No one called or came out. I called them and was told her monitoring was canceled for nonpayment. Which I then told them that I take care of her bill and it comes out automatically. They told me that payment was only for the equipment. All she has is a box on the wall and a small device like a key chain and that's what she has been paying on for 3 yrs, that's what they are charging her over $2000 for. And I tried to explain her cancer situation to a manager I had no idea of the other payment. And I received nothing in the mail from them. All of her mail was rerouted to us. The manager tried to belittle me, by saying if you been handling her bills why did you wait 3 years to complain. I tried to tell her that I just started handling her bills and that I'm upset with them locking an older women into a finance company for equipment that she can no longer use if she does not have their services.This company is a rip off. They lock older people into finance company because their services are poor and they know they are going to cancel the services eventually. But it's a contract with a finance company for their equipment. There is no way of getting out of the contract if you do not like the services. I pray that you stop them so they want do this to many more older people.

  Business Response

  Date: 09/27/2023

  In response to the listed complaint: The account for ******************************* was terminated back in August due to non-payment. The customers daughter did reach out to us in regards to the alarm system going off and no one reaching out to them from our monitoring station. And the reason no one reached out is because the account was not active. It had previously been terminated. 

  We take the treatment of our customers very serious, so the claim of taking advantage of elders is definitely FALSE. Our sales process includes 3 steps of verification before the alarm system is installed:

  1. Sales - The cost and breakdown is thoroughly explained to the customer. They must agree to the terms of financing before going any further. 2. Confirmation - Before the technician goes to install the system, we have a rep that calls each customer to confirm that they are clear on pricing, financing and the installation process. 3. Verification - This call is done immediately after installation. At this time the price, finance information are discussed for a 3rd time, and terms of the contract are discussed. The customers are also asked if they have a 3rd party or ***** of ******** that assists them when it comes to signing an agreement. 

  With those factors in place, we are not only protecting and making our customers aware but also making sure that we are following guidelines. We sympathize with the onset illness of ********************, however the person responsible for her finances never reached out to us to inform us as I'm sure my billing department would have waived the past due balance or applied bill credits. And there was also no-one listed as an emergency contact or family on her account that we could have reached out to as well. 

   

  Customer Answer

  Date: 09/29/2023

  As I stated in my previous complaint.  I was not aware of her having a second bill, therefore, I would not have known to call you  I just started helping her with her bills Oct 2022, when she was diagnosed with cancer.  I paid the $29 dollars every month for her.  I never received a notice of an unpaid bill. She thought that was all that she had to pay..  And, All of mail was forwarded to us.  I'm not sure what happened.  She has money in the bank and $19 a month is not the issue.  I'm upset with her being stuck with equipment that she is not going to use.  She should be able to turn the system back in if it is of not of any use to her.  And I don't like the idea that someone signed her up knowing that she was not full aware of what she was getting.  If you talk with my mom you would know that she doesn't understand things very well. My mom is 83.  She was 80 when you all sold this system.  She told me that she really thought the $29 was all that she had to pay.  We got involved when we went to her house to do renovations.  You have to understand that our focus last year was getting her better and through her treatments.  Now that she is in remissions we are focusing on better ways to help her financially.  This system was  terrible investment and we would like to turn it back in to you all.  It's been 3 years and she still has a $1500.  You can buy a better system than that for $500.  So I'm still trying to understand what the $2000 was for.   

  Customer Answer

  Date: 09/29/2023

  And I apologize for being so upset my first conversation with you all,, but you have to understand, if this was your mother you would be upset as well.  I do not accept your response.  I feel it's a cop out for doing bad business.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20612006
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20612006
  
  I am rejecting this response because:

  And I apologize for being so upset my first conversation with you all,, but you have to understand, if this was your mother you would be upset as well.  I do not accept your response.  I feel it's a cop out for doing bad business.
  
  Sincerely,
  
  **************************

  Business Response

  Date: 10/03/2023

  I am Sorry you are rejecting the response, But Core Home has acted in a fair and resonable manor throughout this process. This Alarm was installed almost 3 years ago and the details of the costs associated with it were clearly explained verbally and in writing. We can not cancel or refund anything due to the account already being placed into collections as well as the length of time the alarm has been installed. Thank you 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20612006
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************

  Customer Answer

  Date: 10/05/2023

  The equipment is currently being paid for and has been paid up to date. So her account should not be in collections. She is just not paying for the monitoring.No account goes into collections for monitoring services. She just doesnt get the services. It cuts off when the person doesn't pay. As I stated before, I received nothing from you all in regards to that.  You keep reflecting to a delinquent account to justify bad business practices. Obviously, you are not really reading my complaint thoroughly. AND YOU REFUSE TO LET AN OLDER 80 YEAR OLD OUT OF A CONTRACT THAT SHE DID NOT FULLy UNDERSTAND. I just pray that someone looks into your company.i see that I'm not the only one complaining about the expensive equipment that's worth $200 that you are charging $2k to $k for.

• Initial Complaint

  Date:09/10/2023

  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.

  My 85 yr old mother, who has dementia, was contacted about switching her home security. She was told she would save money. It appears they came the next day to install on Friday 8/11. I got a strange message from the app her security company uses and called her, which is how I learned of the switch. I called company that day and was told they were closed and to call back. I contacted ADT and learned that it would cost her approximately $5700 to get out of her contract and pay off equipment. I called first thing Monday morning 8/14 to cancel. I was told my message would be sent to **** who handles cancellations. Soon after I received a call from **** who was the sales ******** asked for time to see if he could get his boss to make a deal so my mom would not be out that kind of money. Called him back at end of day and learned his boss was out until the next day. Call him back late morning on Tuesday. He said his boss had offered some deal but not the full amount and he was working to get more. He assured me that if they could not work something out that she would be able to cancel her service and be made whole. Called **** the following Monday 8/21 and left a message about wanting an update and tried unsuccessfully to reach him several times. Left final message indicating would be calling to cancel again in morning. Call next morning 8/22 and left message for ****. Called again and left another message. Heard back on Monday 8/28. She told me she was delayed in returning my call because she had to listen to the tapes. (They never tell you that you are being recorded.) Assured me that she would review addition tapes and call me back. Friday 9/8 we had ADT reinstall their equipment and remove CORE's equipment. I called CORE and asked for Billing. Had to leave a message telling them to stop billing my mom and to arrange to pick up their equipment. They billed her once for monthly service. For the equipment, they opened a line of credit in her name.

  Business Response

  Date: 09/14/2023

  In response to the above complaint: On 8/11/2023 the complainants mother did receive an installation of our home alarm system. In order for this installation to take place there are 3 steps of verification needed. 1.) The original sale  2.) The confirmation call & then 3.) The verification of installation done after the system has been installed. During the verification call ALL CUSTOMERS OVER 65 YOA  ARE ASKED IF THEY HAVE A POWER OF ATTORNEY OR ANYONE THAT HELPS WITH DECISION MAKING. ***************** clearly said NO! This customer also had to undergo a verification process with the finance company as well. 

  Now after a few days, **** did reach out to our offices stating that she was the *** for her mother. Never once stating he mother had dementia until she was asked to kindly produce the documents that supported that she is in fact the ***. To date we still have not received those documents that were requested. 

  In response to our calls being recorded, it is clearly stated on every sales and verification call. It seems that the issue is more so of the fact that the customer was still in a Contractual Agreement with her previous alarm company. She does have a hefty buyout, and again that is another key point during our verification call process. The customers are asked "ARE YOU CURRENTLY UNDERA CONTRACT OR BEING BILLED BY ANY OTHER SECUIRITY COMPANY? IF YES, WE ARE ABLE TO REIMBURSE YOU ON YOUR FINAL BILL UP TO $400"

  We are not in the business of being shady or unethical. Had the requested documents been provided and the request to cancel been done in the allotted time, it would have been done almost immediately. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20581674
  
  I am rejecting this response because:  It contains patently false statements.  While I was not present when my mother signed up for this service, I did call the next business day after installation to cancel service.   There are 3 business days to cancel a contract and that is why I called first thing the following business day.  My call was returned by the ******************, not the person in charge of cancellation, ****, who I left the original message for. My discussions with him are included in the original complaint. It is also why I confirmed with the sales rep that my mother would still be able to cancel while he talked to his boss.  It sounded to me that **** was aware that my mother would owe ADT for her equipment ($3500), which exceeds the $400 referenced in the reply.

   The only time I spoke with the individual in charge on cancellations, ****, was two weeks after my original call to the company.  She finally called me after leaving multiple messages.  I was never asked for a copy of the power of attorney.   If I had been, I would have gladly forwarded it.  In addition, I was never given any instruction on how to forward information.  She told me she was going to review the tapes and get back to me.  I never heard back from her.  The information provided in their response was never conveyed to me in any manner.

  I would like a transcript of all my calls and my mother's calls with the company as part of the complaint resolution.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/19/2023

  I have attached the *** as requested

  Business Response

  Date: 09/27/2023

  No problem at all. Please reach out directly to ************* ************ and provide an email address so that information can be sent to you. 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20581674
  
  I am rejecting this response because:  it does not address the issue that I called them the day after installation to cancel the contract.  As I previously stated, I was told the person who handles cancellations would call me back but the salesman did.  He assured me that if he could not get a concession from his boss to minimize the money my mom would owe her prior provider, she would be let out of the contract.  The one and only time **** called me she said she would review the tapes of these conversations and definitely get back to me.  She did not.  I have yet to see a contract.  All that has been provided is a tape of ****'s call with my mom, who does not have the mental capacity to make informed decisions, which is why I called the next business day to cancel.

  I tried to attach a copy of her diagnosis, not sure if it took.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/09/2023

  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.

  Lighting stuck a tree near my house about a year ago and knocked out my outdoor cameras. After multiple attempts, this still has not been repaired. I call and call but only get answering services who cannot get through to a customer service representative. I finally had a day set for a tech to come to my house. I stayed home from work waiting on the tech to show and he never did. I called Core Home security 8 times that day but could only get ahold of the answering services, who again, could not get through to a customer service rep. I finally received a call back after 5 oclock that day saying the tech was recently hired and was unaware of the service call. We rescheduled but they once again were not able to come out. Thankfully I called them first or it would have been another no show because of bad weather. I have been waiting for a call back for over a week now to reschedule again but I have not heard back. I feel this company is very unprofessional and I regret installing these. Although I am paying for this system, it is not working. Very upset about the service. I am posting on BBB in hopes to finally get some attention on the matter. Please come fix my system at no charge or I will ask for a pro-rated refund and yall can come get it. I have been very patient but now Im over it.

  Business Response

  Date: 09/14/2023

  In response to the filed complaint on behalf of CHS. The record shall reflect that after the 1st scheduling mishap the customer was rescheduled immediately. The customer then called in to request a cancellation of that 2nd appointment. That was not due to negligence by CHS. If a customer calls to cancel a scheduled service appointment we are not responsible. We are more than willing to provide a complimentary service appointment to the customer. I have a lead technician on standby to provide the customer an appointment that suits them both. 

• Initial Complaint

  Date:08/20/2023

  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.

  Upon signing up for an alarm system, they installed faulty product. They were aware but then patched it. Upon this time it failed again. To which they gives me to sign up for another service or pay a heavy fee to correct what they knew as originally faulty equipment. So I signed up to get it fixed. They have been out 2 more times to fix doorbell devices. Since then it has failed again, I have submitted an online ticket, via their app 4-5 times. I have called their ***** help line but it is only an answer service. However they promise a callback within 24 hrs. This was 2-3 weeks ago. Tickets days back to 2 months ago. All of these attempts have been met from the company with silence and avoidance. I want to be refunded what they entrapped me with as the produce does not work and continues to struggle with no permanent fix.

  Business Response

  Date: 09/14/2023

  In response to the listed complaint:

  Mr. ***** there is 1 piece of very important information that you failed to disclose. You changed or upgraded your internet provider twice since the installation of the alarm system. It was not that you received faulty equipment, you had spotty internet service which caused the equipment to not work at its fullest potential. 

  You also just upgraded or changed your internet again and had to serviced on 9/7/23 where all systems were up and running with no problems. So I am very unsure as to why this complaint was even filed when you expressed to my service technician at the last appointment how happy you were??

• Initial Complaint

  Date:08/07/2023

  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.

  The main Pannel is dead. It has been inoperative for a few weeks.The problem is that no power is coming to the battery pack. There is power at the wall, but it appears that there is something wrong with the white power unit which is plugged at the wall. I was not provided with a users manual so that I can do my own repairs.Also, please note, in the past we have activated the system by accident. We didn't get a call from Core and the police did not show.

  Business Response

  Date: 08/22/2023

  I show in my Account Notes that we completed a service for you on 08/16/2023 and were able to resolve the issues.  Thank you 

   

• Initial Complaint

  Date:06/03/2023

  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.

  About 11 months ago I received a call at my office and a company said they could provide a better security system then the one I already had. They came out to my house and installed "equipment". To this day they have never come out and showed me what was installed. I am 89 years young and have asked them repeatedly to show me where is this $3000 equipment and how do you use it? They keep saying that would send someone out, the one time someone came out it was a 3rd party vendor who did not know about the equipment. They have not sent anyone to justify $3000 in equipment. I was just recovering from Covid when they kept marketing to me. The resolution that I seek is for them to remove and stop the contract. I feel they took advantage of a senior who was sick at the time.

  Business Response

  Date: 06/19/2023

  ***************** You are 3 months past due with us and have not made a payment to the finance company either... After your installation we did a QC call with you on a recorded line and reviewed every single detail of the cost, financing, and equipment installed. you agreed to all terms on 07/28/2022.   We have had 3 different service calls at your request at no cost since your install and you are now again demanding we send another technician out to " show you the $3,000 of equipment installed"   We told you we were happy to send a technician out once you had brought your bill to current with us for your monitoring as well as the finance company to which you refused.  Due to your system working just fine and the work order being completley fulfilled we can not send a technician out again without you bringing your bill to current. I am willing too waive the service fee that your would normally incour, but we will not be sending anyone until your bill is current.