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:06/05/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  We contacted Everon by phone on September 19, 2024 to notify them that we would vacate our premises by September 30, 2024 and needed to cancel service. Their representative said a 30-day notice was required (normally 60), and confirmed there would be no equipment charges. When asked if they needed the equipment back, they said no just leave it ********* no point were we told cancellation had to be in writing via email, or that the contract had auto-renewal terms. We had been a customer since September 2019 and assumed phone cancellation was sufficient. A company offering annual terms should send renewal reminders 1545 days prior.We followed up at the end of October 2024, and were then told our cancellation hadnt been processed because it was not submitted by email. This caused a delay, and we were charged an additional 60 days of service from October 31, even though the property was already vacated.We asked again on October 30 if there would be any other fees, including for equipment, and were told no, only the 60-day charge. Despite this, we were billed through mid-January 2025, and cancellation only took effect December 31, ******* January 2025, Everon sent us two invoices for equipment charges, despite their earlier assurance there would be none. When we called and emailed to dispute, they said unless the equipment was returned, we would be charged per the contract. We asked for a copy of the contract and a breakdown of charges, but received no reply. They only continued to pursue payment, ignoring our requests. Most emails were unanswered, and responses were inconsistent, causing great frustration.We request to Remove all equipment charges Refund overcharges beyond agreed notice period Provide written confirmation that account is closed with zero balance Improve transparency and cancellation practices

  Business Response

  Date: 06/09/2025

  After reviewing the account and internal records, we can confirm the customer initially contacted us on September 19, 2024, to discuss vacating the property. At that time, the discussion was noted as a potential relocation, not a formal service cancellation. Because written notice is required to initiate cancellation per the terms of the agreement, the 60-day notice period began from the date formal notice was received, not from the September conversation. This location was part of a takeover where the majority of equipment was customer-owned, with minimal installation of Everon-leased equipment. While unreturned leased equipment may typically result in charges, **** reviewed the account and a billing adjustment in the amount of $1,393.81 has been processed. A new invoice will be sent out reflecting the updated balance, which will now be $0.
  We understand the customers frustration and regret any confusion caused during this process. We are reviewing our procedures to improve clarity around cancellations and communication going forward.

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/27/2025

  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.

  PAID: $11,105.41 (on 8/12/24 and 8/19/24) and Everon alleges that I owe" $5874.10 plus "whatever else is owed" per a voicemail 5/27/25. I have repeatedly asked Everon to communicate only in writing with me as their phone messaging/promises do not match their bills/communication. Everon was to install a working multi-camera system that is accessible with motion alerts and I have exchanged multiple communications with them with no resolution. They have not returned to provide service to the building, despite continuing to charge a service fee. I have refused to pay the balance and have repeatedly requested that Everon return the amount I've paid thus far and return my building to the way it was found. I have sent them countless screenshots and video recordings of how the system is not working via emails, which I have saved. Each time they've sent out a technician, it takes hours for him to reprogram the system (not something someone without technical experience would be able to do) and it remains unable to offer reliable motion alerts. On January 30, 2025, service coordinator ******* ******* emailed me that one window is shaking and thus causing motion alerts throughout the entire building. In person and over the phone, I was told that "motion alerts" is incorrect, that the system is actually monitoring light-change sensitivity (not what was sold to me) and I've had repeated occurrences where I'm trying to access camera footage without success. At one point, the technician told me he was surprised they sold a commercial system to me, as it typically needs an on-site IT professional in order to access the system. Despite 4-5 different technician calls lasting multiple hours each time (with me needing to take time off work to be there), watching the techs redraw the motion alert "boxes", I am still left with a system that does not work. Now Everon is claiming they will send me to collections, but has not returned or fixed the system.

  Business Response

  Date: 05/28/2025

  Please forward to the correct company, Everon.
  
  Complaints should be forwarded ******************************* for the best customer experience.
  ****** ********
  
  **********************************************************
  ************
  NAS Customer Support Manager
  ************************************************************************
  ***************
  

  Business Response

  Date: 05/29/2025

  The system was completed in accordance with the approved scope of work, which included a 14-camera CCTV system, and one additional camera added through a signed change order. Our team completed the installation, provided the necessary setup and training, and returned multiple times to assist with system configuration and follow-up support. We recognize that youve reported ongoing concerns with the motion alerts and access. Our records confirm that technicians have been on-site and worked with you remotely on several occasions to reprogram the system and adjust motion sensitivity settings. At the time, the system was in use and appeared to be meeting your needs related to tenant monitoring. Based on the services performed and the equipment functionality, we believe the system is operating as designed and in line with what was contracted. At this time, your account reflects an unpaid balance of $5,874.10 tied to completed services and recurring monitoring fees. Because the account remains past due, it has been placed on service hold and were unable to dispatch additional technicians until the balance is addressed. We truly value your business and regret that this situation has escalated to this point. We remain open to discussing a resolution, but we do need to bring the account current in order to move forward with any further service or support.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23380932
  
  I am rejecting this response because:

  On 1/9/25 and 1/30/25, emails sent by **************** Coordinator ******* ******* with Everon admit that the situation is frustrating, that they think the window is causing the erroneous motion alerts (this window is in view of one camera - to be clear, there are 14 cameras with erroneous motion alerts, so one window should not be triggering 14 cameras).  At this point, I asked that Everon return my paid amount and return my building to how it was found, as the repeated service calls have not worked to resolve the issues.

  Everon is now alleging that the system is fully operational (to be clear - there has been NO service since their last communication admitting there are still issues) and that the balance is due or they will send the balance to collections and place a lien on the property.

  
  Sincerely,
  
  **** ****** (sole Member, Pulteney 184 Llc)

  Business Response

  Date: 06/09/2025

  Everon has made multiple service visits to support your system and address your concerns, including calls on 9/11/24, 11/11/24, 11/27/24, 12/16/24, and 1/20/25, each of which included adjustments to motion settings, camera sensitivity, firmware updates, and in-person walkthroughs. Our technicians worked to reconfigure the system based on the feedback you provided, and your system was fully functional at the time of each job completion. At your request, a representative even visited onsite to provide a full system demonstration and confirmation of the settings.
  Your rejection of our prior response referenced that a window may be causing excess motion alerts. That was, in fact, discussed as a possible environmental trigger, not a system failure. Our team suggested adjusting the camera angles to reduce this interference while still allowing visibility of the parking lot and walkways. That recommendation was declined.
  We recognize that you are now requesting the system be removed and that the property be returned to its prior state. However, we cannot honor that request. The system was installed per the signed scope of work, including an added change order. Our records show the system was used successfully over a period of time, and the service performed was consistent with the agreement. As of now, your account reflects an unpaid balance of $5,874.10. Due to non-payment, it is currently on service hold and subject to collection if not resolved. While we regret that we were not able to meet your expectations, we believe that we acted in good faith throughout the process and provided appropriate service responses each time concerns were raised. If you wish to resume service, we remain available. Otherwise, we consider this matter addressed from our end.

  Customer Answer

  Date: 06/16/2025

   Complaint: 23380932
  
  I am rejecting this response because:

  
  I am attempting to attach files, but the BBB portal is stating the (zipped folder) is too large.  I will supply them upon request.

  I am not disputing whether Everon came out to perform service on the system, I am disputing that despite several service calls (requiring me to leave work for hours and hours at a time, because each time the system appeared to be not working properly and not something that he was able to fix quickly) where I've watched as the sensitivity has been changed, the recording frames have been changed, the "boxes" have been redrawn - the system continues to alert for "motion detection" with the little person icon - and there's no motion.  It is true that I rejected Everon's suggestion that a rattling window was causing all cameras to alert all day/all night.   I was unable to come to the building on short notice the last time ******* suggested a service call appointment, and no attempts to reschedule were offered.  Once I requested Everon please refund my money and return my building to how it was found, service has ceased. 

  In the videos I am requesting to supply through a portal that will allow it, there are countless "motion detection" alerts (this is the title of the event in Everon's portal) with no person or car in the boxes drawn by the technician:
  17-31-42 - Driveway Entrance (technician **** boxes to only include driveway and front stoop and porch area) - no people, no cars viewed - 37 seconds - 9 motion detections
  06-35-40 - 2nd Fl East (technician **** boxes to trigger motion alerts when people cross the floor - essentially hip height or lower - to exclude window shadows) - one person viewed - 1 minutes 25 seconds - 15+ motion detections
  18-14-22 - Laundry Hall - no people viewed - 30 seconds - 11 motion detections
  06-29-15 - 1st Fl East (technician **** boxes to trigger motion alerts when people cross the floor - essentially hip height or lower - to exclude window shadows) -  one person viewed - 1 minute 41 seconds - more motion detections than I am able to count because the scroll screen was jumping around (another issue with ease of use for this platform)
  17-30-24 - Driveway Entrance (technician **** boxes to exclude road traffic) - one person and one car viewed - 39 seconds - 9 motion detections

  
  I need a reliable system that works properly.  These videos illustrate perfectly the issues that I have had and continue to have.  Trying to find any situation in the building requires one of two options - that I spend hours poring over video coverage hoping to find what I am looking for, or that I know the exact date and time of a situation in order to go to those few minutes of recorded video.
  In any of the supplied videos, it is clear that motion detections are occurring at all times of the day and night with no person, car, animal, or obstruction coming into view of the motion alert "boxes" drawn by the technician or the entire camera view.  
  None of the attached videos show this, but in several emails to ******* at Everon, I supplied footage where the camera system either spins and spins with arrows, or shows an unplugged connection, requiring several logins before it can restore a connection.
  Sincerely,
  
  **** ****** (sole Member, Pulteney 184 Llc)

  
  

  Business Response

  Date: 06/16/2025

  Weve reviewed your additional comments, and the feedback youve shared appears consistent with the information weve previously addressed. As noted, our technicians visited the site multiple times and provided remote support to adjust motion sensitivity, camera zones, and other settings based on your input. At your request, we even conducted an onsite walkthrough to ensure the system was configured to your preferences. These efforts were made in good faith to support your goals, even though some of the custom fine-tuning you were seeking, such as minimizing time spent reviewing footage, fell outside the original scope of work. From our perspective, the system has been functioning as designed and in line with the services agreed upon. Your request for a refund and removal of the system came only after the system had been installed, used, and later determined by you to no longer be necessary. At this point, the account remains past due in the amount of $5,874.10 and has been placed on service hold. We understand that the system may not meet your expectations for how you hoped it would operate, but it was delivered, supported, and maintained in accordance with our agreement. We believe our obligations have been met and do not have any further resolution to offer at this time.

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23380932
  
  I am rejecting this response because:

  JANUARY 30 2025 EMAIL FROM EVERON:
  After Speaking with the team involved and providing them your screen recordings. We have come up with a plan. We would like to have a tech come to the site to remove the window from the view in the stairway since it appears the wind is hitting that window and shaking it.  ( Still allows you to see people walking up and down the stairs.) Also remove the street from the view to avoid the cars passing that is setting off the motion regularly. Still allowing you to see cars actually pulling into the parking lot and people walking in the parking lot. We are also working on crediting your account for one month of your recurring payment.  Would you have someone available to let the tech in on Monday Feb 3rd?

  
  MY RESPONSE ON FEBRUARY 2, 2025:
  I am not able to meet with the tech tomorrow.  The window and road being removed from the camera view should have no impact on the boxes ****** **** in the last three visits to my building - the videos I sent in my last emails to ******* show the system activating motions all over the place with no actual motion, and yet when I trying to track an individual harassing residents recently, no alerts at all.  We checked the window and it is not rattling.
  
  I was told by the techs that these cameras are not in fact motion activated, but light-change sensitive.  Again, not what I was sold.  This has become a theme with my Everon experience - I simply do not have the system I was sold.  In my last visit, I learned that this system is not typically sold to buildings without on-site IT technicians.  Regardless of whether or not I am an IT technician, it shouldn't require a 2-4 hour visit every time the system needs tweaking.
  
  I would like the system pulled, my building returned to how Everon found it, and my money refunded. I have spent, and still owe, an exorbitant amount of money for something that works pitifully compared to a $50 Blink camera.  This was supposed to be top of the line, flawless, safety and security, and instead I'm spending hours trying to find footage for the police, searching through phantom motion activations and missing actual human and vehicle movement.
  
  I appreciate that every person I've worked with through this process has been kind and polite, but I've lost patience with the situation.  At this point, it is imperative that I install a system that actually works to protect my building without requiring hours of effort on my end to retrieve footage.
  

  FEBRUARY 3 2025 EMAIL FROM EVERON:
  I am sorry to hear that. Since there is a contract, we would not be able to pull the system out. We would like to send a tech to further work on things. If you have any dates that you are available and would like to provide I can work on making a tech available. 
  

  MY RESPONSE ON FEBRUARY 5, 2025:
  I will be available the week of February 17.  I would however like to repeat my request and statement sent to you on February 2 - Everon has failed to provide a working system. Repeated tech call needs for a brand new system are deeply concerning. If this is the way the system operates for the first eight months - I am deeply concerned for the long term use.  
  

  EVERON RESPONSE ON FEBRUARY 6, 2025 (FINAL RESPONSE FROM EVERON):
  I have added **** ******* to this email to further discuss the situation and its outcome. 
  

  MY STATEMENT IN RESPONSE TO THE RECENT REBUTTAL FROM EVERON IN THE BBB PORTAL:
  I do not understand how, with no further service since these emails where Everon admits that the system is not functioning properly, Everon is now alleging that the system is working properly.  It is very clearly laid out in the email communications, screenshots, and video footage.  Additionally, Everon's response claims that the system was "later determined by you to no longer be necessary" is unequivocally false.  I absolutely need a working camera system.  I have watched during the hours and hours of service call appointments as the boxes are redrawn, the sensitivity is lowered, the screens are adjusted.  I do not dispute that the technician attempted to make the motion alerts functional.
  
  Sincerely,
  
  **** ****** (sole Member, Pulteney 184 Llc)

  
  

• Initial Complaint

  Date:05/08/2025

  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.

  We currently have a Brivo panel through EverOn as a dealer. As EverOn is the dealer of the hardware, ***** is unable to conduct maintenance on the product. The building we've rented used to have another tenant, who is actually the original purchaser of the Brivo Panel. When we took over the lease, we requested the Brivo panel and the burglary alarm get transferred over to us. Whereas the burglary alarm got transferred and we got logins for the actual Brivo account, I've been told this entire month that the panel itself is still owned by ***************. We have had a techanical issue with the Brivo Panel that denied employees and students access to our school for the past month. EverOn has been, instead of attempting to fix any issues, passing the issue onto ************* or telling us that *************** needs to correct the issue. EverOn is refusing to transfer ownership to the panel to us for repairs, meaning that *************** is still paying for a panel that they aren't using AND we can't get it repaired to gain access to our school at the start of the day. That is on top of the fact that EverOn advised us in October 2024 that they hadn't received a working signal from our Burglary Alarm since October 2023 due to a malfunction. We're not looking for compensation (though it would be nice if we could for the burglary alarm though since they knew it didn't work for a year before I called them and they advised me out of convenience). I literally just want them to do their job and get a technician out here so that children can get to school on time and staff can get into work.

  Business Response

  Date: 05/13/2025

  Thank you for bringing this matter to our attention. We have reviewed the concerns raised by the customer regarding the Brivo system at their business. Based on our internal records, we are not showing any active or past service tickets pertaining to the Brivo system for this site since 2023. Additionally, we have verified with our local service representative, who confirmed that his last contact with the customer was in reference to a proposal provided in November 2024. This proposal included an upgrade to the burglary alarm system and the addition of gate contacts, but the customer elected not to move forward with the quoted work at that time. The representative was also unaware of any access control system-related service issues during his visit, and no specific request for Brivo repairs or ownership transfer was reported to our team. While we understand the inconvenience this may be causing, we kindly ask that any service needs be formally submitted through our standard support channels so we may take the appropriate steps to assist. If the customer would like to request service or discuss this issue further, they are encouraged to contact our Customer Support team by calling ************** or emailing ***************************** We remain committed to resolving any valid service-related concerns and are happy to engage further if additional details can be provided.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23304193
  
  I am rejecting this response because: Refer to the several email exchanges that occurred in April 2025 and March 2025 with the main branch and local branch employees regarding this issue, as well as me having called several times (should be in your call log).
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/29/2025

  After further internal review, including discussions with our local service and support teams, we confirmed that the Brivo system, along with the Burg and **************** are now associated with the current customers account. There was a delay due to historical notes from a previous tenant, which resulted in service being paused until a purchase order was requested. This issue has since been addressed, and the legacy notes have been removed to prevent further confusion. We spoke with the customer directly and were assured that the immediate access issues were resolved. Our Branch Manager has provided the customer with their direct contact information should any future concerns arise, and we are committed to responding promptly if support is needed. We value our partnership with the school and take concerns about access and safety seriously. We believe this matter has been resolved, but we remain available to assist if anything further is needed.

• Initial Complaint

  Date:03/18/2025

  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.

  From 2005 to 4/17/2024, I had service with Protection One, later called ADT and Everon. On 4/17/24, I called ADT to advise that I will be canceling service and moving. The representative instructed me to email *** to advise, which I did. She also stated that my contract had long since expired, so only the letter was needed to close my account. I later began receiving notices regarding a balance owed and I called customer service numerous times and was advised that it was a mistake; this had happened before and was corrected and ADT apologized (see "apology letter" on 4/16/24). On 1/26/25, I received an email from **** ******** with more billing. I again provided the "apology letter" that had resolved the matter and advised that she was mistaken. Today, 3/18/25, I received an call and email from ADT-Everon's collection agency, ***** *******, from *****-******. I advised her that it is a mistake and that I would file an FTC Complaint and BBB Complaint in order to stop the harassment.

  Business Response

  Date: 03/19/2025

  Please forward to the correct company.
  
  ************
  NAS Customer Support Manager
  *********************************************
  ***************

  Business Response

  Date: 03/20/2025

  We have reviewed the complaint and would like to provide clarification. The customer originally signed a contract on November 30, 2004. On January 31, 2011, a sales agreement was signed for equipment, but the service contract remained in effect. According to the terms of the agreement, the contract automatically renews on a yearly basis unless canceled in writing at least 30 days before the renewal date.
  
  On January 7, 2024, the customer requested and received a service job, which was completed at a cost of $255.29. Since the contract was not fully completed per its terms, an additional balance of $725.34 remains due. This brings the total amount owed to $980.63.
  
  We have included copies of the original contract, the 2011 sales agreement, and the January 7, 2024, work order for reference. Given the contractual obligations, the balance remains valid.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23084585
  
  I am rejecting this response because: The contract was canceled on 2/19/16. With regard to the Work Order #*********, the customer service representative advised that there was no charge for this maintenance and the technician NEVER advised that there was a charge, as misstated in the work order. When the "Ticket Cleared" notice was emailed and no charge was indicated on that ticket either. When the incorrect invoices began arriving, I repeatedly spoke with different customer service representatives who apologized and agreed that there had been an error; that I would have to wait for them to clear the charges on their end. When that never happened, I began replying by email. 

   It is unconscionable that after being a loyal customer since 2011 and being on recurring payments for 14 years, that this company would handle this matter so poorly.  

  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/04/2025

  The claim that the contract was canceled on February 19, 2016, is not consistent with our records. Had the contract truly been canceled at that time, we would not have continued providing service or responded to a service request as recently as January 7, 2024. Additionally, recurring billing and system support continued through that period, further confirming the contract remained active. Regarding Work Order #*********, our technician spoke directly with Malo, who signed off on the completed work. During that visit, it was clearly communicated that the panel battery replacement was a billable item, as battery replacement is not covered under the customers **************** Plan (ESP). The technician completed the work with that understanding, and it was approved on site. We understand the customers frustration and recognize their long-standing relationship with our company. However, based on the active contract, the signed work order, and the nature of the billable service provided, the total balance of $980.63 remains valid.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23084585
  
  I am rejecting this response because: The Protection 1 agreement requires cancellation of the automatic contract renewal at five year intervals. The automatic contract renewal was canceled in writing, on 2/19/2016, as required by the agreement, which states: "...after said 5 years, this agreement shall automatically renew yearly unless terminated by either party upon written notice at least 60 days prior to the anniversary date."  (A copy of the highlighted terms attached).

  After the cancellation on 2/19/2016, we continued with month-to-month service until 4/19/24, when I called to cancel the month-to-month service. At that time, the representative confirmed that we were not in a contract and requested a confirming email which I emailed on 4/19/24.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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.

  On 12/6/2024 I received a letter saying that my residential service account was past due. I have had this account for 29 years and have always had it on autopay, and have never missed a payment. I called the phone # on the letter **************, the gentleman explained that ADT Commercial and ADT Residential had become 2 different entities and this was the number for the ********************** He gave me **************, option 1 for residential services. I tried calling the number, but it is an automated system and I was not given the opportunity to speak to a live person. I tried sending a message through their website, but every time I tried to submit my message I got an error message. I did pay the bill, under dispute, since the website that I have been accessing for years now says *** Commercial, so I am not sure my account has been credited, and I cannot reach a live person on the phone. If this is the customer service they provide for someone who has been a customer since July 1995, I will likely be cancelling this service.

  Business Response

  Date: 12/09/2024

  Please forward to the correct company.
  
  Complaints should be forwarded ******************************* for the best customer experience.
  ****** ********
  **********************************************************
  ************
  NAS Customer Support Manager
  *********************************************
  Irving ** *****

  Business Response

  Date: 12/16/2024

  We were able to communicate with Mr. **** via email regarding his concern. We advised the reason his account was past due was because Mr. **** had an upgrade done on 8/19/2024 and there was a change in his billing frequency from monthly to quarterly that occurred on 9/10/2024.
  
  The billing frequency was then changed back to monthly on 10/10/2024. This caused monthly monitoring to get behind by one-month. We also stated the correct number for billing is ************ but the prompts for the phone system were entered incorrectly. He would need to push the number five then the number four to reach a live agent.
  
  The reason that Mr. ***** account type was switched from residential to commercial may have stemmed from the upgrade that occurred on 8/19/2024 as well. We advised him this would not impact how his alarm response or billing is handled.

  Customer Answer

  Date: 12/18/2024

  Having just finished trying a case in Federal Court, I have not had time to call their customer service using the phone number and prompts suggested.  I do intend to make that call before the end of the week.

   

  Thanks

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22652080
  
  I am rejecting this response because:

  Having just finished trying a case in Federal Court, I have not had time to call their customer service using the phone number and prompts suggested.  I do intend to make that call before the end of the week.

   

  Thanks

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/28/2024

  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.

  We contacted Everon/ADT earlier last month due to a weather-related incident where our main gate's piezo and buzzer stopped working. We are preschool and our gates must work at all times in order to properly control incoming visitors and deter any potential security risks. A technician came and claimed he would have to order the necessary parts. Weeks elapsed with no update on the work whatsoever. We received a call earlier this month from a customer service rep ******** claiming they could not proceed with the job due to an outstanding balance. We promptly paid the balance given that we were waiting for our insurance to cover it since it was a weather-related incident. We did not even receive proper confirmation of the payment but they told us the hold had been cleared. We followed up with the status of the job shortly after payment and we were told they had just ordered the piece. This has been over a month now. We are a school and the main gate must work at all times due to stringent security measures. A lack of urgency on Everon/ADT's side only puts our students at risk. We have tried contacting Everon/ADT multiple times, we have left voicemails and we have not received any response whatsoever. We contacted the main office, ADT, and they advised they had reached out to Everon as well, and to expect a call from them. This was last Thursday and there is still no resolution. We were advised the parts would have gotten here earlier last week with an estimated job completion midweek last week (10/21/24). This is beyond unacceptable even if there was an outstanding balance to be paid, a balance that accrued in the first place due to dishonest business practices where they were charging us for equipment we do not even have in addition to other issues.

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the delays and any inconvenience this situation has caused. We understand the critical nature of maintaining security for your school and take your concerns seriously.
  Upon reviewing your case, we found that the delay in processing the required repairs was due to an outstanding balance on the account. We did not receive payment until after the technician had been out to the site, which prevented us from moving forward with the necessary parts and services. Once the account is current, we are able to expedite the ordering and installation process to resolve the issue as quickly as possible.
  We also acknowledge the frustration caused by the lack of timely communication. We are actively working with our teams to ensure you receive regular updates and that this matter is resolved promptly. A representative will be in touch shortly to confirm the next steps and provide a timeline for completion. Customer satisfaction and safety are our top priorities, and we appreciate your patience and understanding as we work to make this right.

  Business Response

  Date: 02/26/2025

  Upon reviewing your case, we found that the delay in processing the required repairs was due to an outstanding balance on the account. We had not received payment, which prevented us from moving forward with the necessary parts and services. Now that payment has been received, we are expediting the ordering and installation process to resolve the issue as quickly as possible.
  We also acknowledge the frustration caused by the lack of timely communication. We are actively working with our teams to ensure you receive regular updates and that this matter is resolved promptly. A branch representative will be in touch shortly to confirm the next steps and provide a timeline for completion. Customer satisfaction and safety are our top priorities, and we appreciate your patience and understanding as we work to make this right. Please do not hesitate to reach out if you have any additional concerns or questions.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22481587
  
  I am rejecting this response because: No one has communicated with us about this situation. The billing issue they claim was resolved in order to proceed as they were holding the service hostage. This took place in October 2024 and no one had the decency of returning our calls. Everon is just now, in February 2025, claiming they ordered parts when they told us the same thing months ago. We also have the ongoing issue of them charging us for equipment we do not have despite us advising them about that error. We followed the appropriate channels they imposed in order to fix the issue with that and they are still charging us for the nonexistent equipment - an issue the led to the initial outstanding balance they claim we had that did not allow them to proceed with the work. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/04/2025

  We would like to clarify that, despite the outstanding balance, we continued to provide monitoring services to the customer without interruption to ensure their location remained secure. We did schedule a technician to complete the repair, however, upon our technicians arrival, their IT manager informed us that the door strike had already been repaired by another company. We understand the customers frustration regarding communication and billing concerns. We are actively reviewing their account to address any discrepancies, including the charges for equipment they claim not to have. If any billing errors are found, we will then take immediate steps to correct them and issue appropriate adjustments. Our priority remains providing reliable service and maintaining open communication. We are happy to work directly with the customer to resolve any remaining issues and ensure their satisfaction moving forward. Please let us know if there are any further concerns or if additional clarification is needed.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  *** created a contract with our company claiming that we needed to ***lace our alarm box as well as install several other products. It took almost a year to get the contract in place, which is absurd. Then it took several calls and emails to get the ball rolling on the project. 11 months later the tech came to the office he informed us the box would not be needed, but the wireless phone system would still be required. ADT is still billing us for the alarm box despite not installing it. I have sent several emails to their collections team with the sales *** and tech in cc. No one from *** is getting this resolved. Just collection notice after collection notice. No one at ADT or Everon will respond or assist with getting this corrected. We are not paying the bill. It is ridiculous that i have to post something on BBB to get this resolved. At this point the entire contract should be voided and we should be refunded for what has already been paid.

  Business Response

  Date: 02/24/2025

  The amount of the install of the equipment of $2,549.26 was adjusted and sent to the customer on 01/13/25. I have attached a copy of the invoice showing the adjustment was made.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22465548
  
  I am rejecting this response because:

  Yes, we did receive the adjustment. However, *** opened 2 other accounts in our named, 3 total. We are now being billed 3 times for the same services. I have contact multiple departments with the same reponse that they are looking into it. Has been over a 2 months on this issue. 

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/25/2025

  I have researched this for you and Everon LLC only has one account for IK Multimedia US at **********************************************. The account number we are billing for is ********. If you can provide any additional account numbers that you believe ********************** is billing, then we can look into it for you, otherwise all adjustments have been made appropriately.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22465548
  
  I am rejecting this response because:

  All the accounts created are listed as ******************** with the same address. The account numbers are ********, *********, and *********. 

  I have been in contact with the following but the issues is still not resolved. ********************************************************* ************************************************************* ************************************************************ ****************************************************************

  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/07/2025

  Thank you for your patience while we work to resolve the issues with your account. We understand your frustration and apologize for the inconvenience this situation has caused. We want to assure you that we are actively working to finalize the corrections. While we have made progresssuch as canceling the incorrect account and backdating it to December 19, 2024we recognize that there is still work to be done to fully resolve the matter. We will continue to follow up with the appropriate teams to ensure all necessary credits are issued and that your accounts are fully corrected. We also acknowledge your concerns about the need to escalate through the BBB to receive a response, and we are committed to improving our communication and responsiveness moving forward. Our team has been in contact with you multiple times via phone and email, and we will continue to keep you updated until the issue is fully resolved. We appreciate your feedback and the opportunity to make this right. If you have any additional questions or concerns, please dont hesitate to reach out directly. Thank you again for your patiencewe will be in touch soon with further updates.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22465548
  
  I am rejecting this response because:

  ADT/Everon is responding with the bare minimum. Simply providing the 1 credit when they opened 3 accounts does not resolve the issue. I need all 3 accounts credited with details of what is due, what accounts remain open, and what will be billed moving forward. I received a call last week and I request this exact information but have not heard back. I want these details in writing as ADT/Everon have continued to provide poor customer service and incorrect billing. 

  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/24/2025

  Your account representative spoke with you a few days ago and reviewed the details by phone, but we want to confirm everything in writing as requested.
  At this time, the *** account is closed and carries a zero balance. Account number ********* is also closed, with a remaining balance of $417.52 for services provided prior to December 19, 2024. The new account, ********, is open and has a current balance of $3,626.30.
  We understand the importance of transparency and are committed to ensuring all information is accurate and clearly communicated. If you have further questions or need additional clarification, please dont hesitate to reach out.

  Business Response

  Date: 03/24/2025

  Your account representative spoke with you a few days ago and reviewed the details by phone, but we want to confirm everything in writing as requested.
  At this time, the *** account is closed and carries a zero balance. Account number ********* is also closed, with a remaining balance of $417.52 for services provided prior to December 19, 2024. The new account, ********, is open and has a current balance of $3,626.30.
  We understand the importance of transparency and are committed to ensuring all information is accurate and clearly communicated. If you have further questions or need additional clarification, please dont hesitate to reach out.

  Customer Answer

  Date: 04/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 called Everon on Monday September 4 to ask them to remove several services from our business account: - DMP Basic Intrusion Primary. - Extended Service Protection. - Fire Inspection Charge. - Interactive Services. - 24 Hour (intrusion) Alarm Monitoring. After spending several hours on the phone with their service and account ***** they told me I had to speak to someone in ********* (our account managers) but they wouldn't give me the ***** name/number. He had to call me. **** ****** called me back on 9/4 and I spoke with him on 9/5 to explain the situation. He said he'd take care of it and call me back. He did not call me on 9/6 so I called him, he said he had to get the request to another manager but he'd do that and call me back. He did not. I called him on 9/9 and left a message. He called me back on 9/10 to tell me I needed to send him an email with our cancellation request. I did so on 9/10 but I didn't hear from him so on 9/11 I called him and he told me he had received my email, had forwarded it to the people who would take care of it. I called him on 9/17 to inquire if the cancellation had been taken care of, he said he'd check and call me back. Having not heard from him, on 9/23 I called him to ask for the name and contact info for his manager. On 9/23 he sent me the contact info for his manager ****** *****. I sent Mr. ***** an email on 9/24 explaining all that has transpired and to ask him to intervene to correct our account. I have not heard from him as of this writing.

  Customer Answer

  Date: 09/25/2024

  I heard back from Mr. ***** and Mr. ******** regarding my request for cancellation of services, they responded: "They should be completed within the next few days" and "You will be notified when its done." This is another example of their very poor customer service. They both know we asked for this weeks ago and due to their procedural miscommunication it has dragged out this long. This is typical of the. type of response ewe get from ***. This is the mentality that has caused our intrusion alarm to go for a year without working properly and for them to have never provided the inspections we require. We have learned that we a re unable to rely on their company to do what they have been paid to do.  

  Customer Answer

  Date: 10/01/2024

  I have not heard back from ADT but we did receive another bill, with all of the charges I requested (at the beginning of the month of September) to have them removed. 

  Customer Answer

  Date: 10/02/2024

  Having not received a confirmation from ADT/Everon that our account has been corrected, I have reached out to ******* ********, Everon ************ Manager, today via email to tell him that despite his promise that the account would be "corrected in a few days", I have not received any communication from ADT/EVERON and that this is unacceptable. If we cannot count on them to do the right thing to correct our account, we cannot count on them for the safety/security of our students and our school. These cancellations are due to their lack of service on our account and they are in fact in breach of contract. If I do not hear from them in the next 24 hours I will send them a note to cancel the entire service and begin reaching out to other companies in the area to find a suitable replacement company for our fire alarm/monitoring needs.

  Business Response

  Date: 10/04/2024

  Everon has confirmed that all services, but fire monitoring were cancelled as of 09/30/2024. We waived the balance of contract, and a refund has been issued to the customer.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22330753
  
  I am rejecting this response because, although the business stated in their last communication that they had corrected the issues raised in the complaint and refunded specific charges, I have not received an updated invoice or any refunds in the 14 days since the last communication from the company on October 2, 2024. Unfortunately, due to their history of providing poor customer service, I have very little faith in their commitment to doing what they say they will do. If you look at the invoice they uploaded with their response, it is not updated to show the services mentioned in the complaint as being dropped or any refund being processed on the account. When they complete what they promised, I will accept their response.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 10/24/2024

  We still have not heard anything from ADT/Everon. No updated invoice, no email, nothing. At this point I am going to start calling other monitoring companies to get quotes for service.

  Business Response

  Date: 11/05/2024

  The billing cycle had to close for it to reflect. A refund was given on 10/28 and the invoice has been attached.

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  The business has made the majority of the adjustments we asked for. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/05/2024

  Thank you for all of your help.

• Initial Complaint

  Date:09/17/2024

  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.

  Date of transaction 05/24 Horrible predatory Company. I first signed up with *** (then bought by EverOn) When i first opened my brand new business. The lady came into my building and announced herself while i was not opened and doing work in the building cleaning and painting. She was telling me about the services that *** offered and i told her multiple times that my lease at the time was for 3 years and that i do not want a contract that was more then that. She told me that was not going to be a problem and that they offered a 2 year contract. This was what got me to sign the contract with her, fast forward a few months and the price that she quoted me per month changed from $250 a month to $350 a month...I thought it ridiculous but knew i only had another year and a few months left (or so i thought) When i called at my two year mark to ask what Day my contract ended i was told may 11 24. I called back a few days before the contract ended to cancel my service I was put on with 3 different people asking why i wanted to cancel my service. the last person told me that i had signed a 5 year contract and i argued with her that i did not. I told her what i have said here and got the well you signed it (i did however i was under the understanding that i was signing up for a 2 year) and being a brand new business i was in contract signing mode. Now 4 months later i get a bill from the debt collector saying i owe double what ADT claimed i owed them. They are charging me for equipment i was leasing for them and that they have not picked up. I have inside knowledge that the Sales representatives' get paid based on contract length and also found out that this employee quit not long after signing me up for something i did not want. I miss the days where people cant be humans and have to bleed out others who are just trying to make a living for their family as a small business. I will be taking this to my local news department if things are not fixed.

  Business Response

  Date: 10/11/2024

  Everon has reviewed the customer’s contract and determined that the contract was 60 months and signed for on 03/29/2022. A copy of the contract has been attached to the response showing the customer's signature.

  Customer Answer

  Date: 10/12/2024

   
  
  Complaint: 22298535
  
  
  
  I am rejecting this response because:
   Your sales employee signed me up for a 5 year contract after I told her multiple times I was not interested in a long term contract being a new buisness. She told me it was a 2 year contact that i was signing. She also came into my store without being invited while i was cleaning and painting. This was a predatory tactic knowing i was busy. Your employees are told to lie to get sales since they make more money on longer contacts. I have someone who works for you who gives me this information. You also sent this to a collections agency and added an addition 7k to the bill that you sent me. Kinda sketchy. There's a reason why adt has a 1 star rating and why your company is on the decline and doing everything in your power to scam people out of money. 
  
  Sincerely,
  
  
  
  Justin Colling

  Business Response

  Date: 10/15/2024

  We confirmed that the contract signed on 03/29/2022 is a 60 month agreement. Lengthy contracts may not be suitable for every business, especially new ventures, we aim to ensure all terms are clearly communicated during the sales process, which was signed by you and was attached on the previous response. Regarding the billing matter, as noted the account was forwarded to a collections agency due to an outstanding balance, which inludes applicable fees. Please reach out to them directly if you would like further clarification on the charges.

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22298535
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Justin Colling

• Initial Complaint

  Date:09/05/2024

  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.

  *********** to our church security system is unacceptable.The system has not worked to protect our location since I've been there, in 2019. ******************************************. The system has been there since 2007, with no contract, and they processed our funds. Last year we had an inspection by the fire department, and needed some problems resolved before we could pass the inspection. I requested additional time, ton order to allow the necessary equipment to ********* took three appointments to get a resolution. And the last appointment, a charge for finally getting it right, we were charged an unacceptable amount. appears that the problems were resolved. There was never a conversation of price, we have no contract, and the receipt given me on each visit had no amount for service. And to this date the equipment still does not work. Also, an unauthorized amount was withdrawn from our account. I'm the pastor and transaction person.

  Business Response

  Date: 09/09/2024

  Please forward to Everon:
  *******************************************************

  Business Response

  Date: 10/02/2024

  Good Afternoon, 

   

  Thank you for reaching out to Everon team with your concerns, and we will be happy to assist with this request. However, you did not provide any Everon account information. Anytime you want to make changes to your account, you would need to include the Everon account number, the full-service address, and the verbal password on the account. May we please have you provide us with some of the following information to properly bring up the account?

   

  Account Number
  Full Address of service location
  Invoice Number
  Phone number of service location
  Verbal password on the account

   

  If you have any further inquiries please reach out to us and we will assist.

   

  Thank you for reaching out to your Everon Care Team.
   

  Thank you for your business.

   

  ***** L

  Associate IV CustCare.Comml
  *******************************************************************************

  Email: **********************************************************************************************************

  Customer Service ************

  Business Response

  Date: 10/30/2024

  Hello ******** and *****,

   

  Thank you for providing the additional information. Job ********* was created to address the service issues reported at the site. However, our service team has been unable to contact the customer to schedule the requested line swing service.

   

  We are happy to create a new service request for any issues that still need to be resolved. Please confirm if you would like to proceed with the new service request at this time.

   

  If you have any additional questions, please let us know.

   

  Best regards,  

  ****** ****

  National Support Team 

  *********************************************************************

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22243478
  
  Good evening. Thank you for the response. Please let me know whats available after 10:00 am. This email is a better way to reach me. My cell is **************. Before we proceed, the previous charges need to be addressed, as well as whats the charge for unresolved issues?
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/30/2024

  Hello *****,

   

  Our billing team will evaluate any credits related to the service once the issues have been resolved. To ensure we provide you with the most accurate information, could you please detail the service issues you are currently experiencing? This will allow us to proceed with scheduling the service for your site. Once we receive this information, we can provide you with a service quote, 

   

  If you have any additional questions, let us know. 

  Best regards.
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22243478
  
  I am rejecting this response because:

  Let me share with you the reason your quote is unacceptable. Perhaps youll better understand, my complaint and outrageous customer service not compliant.

  
  

  ******* **** Memorial *************** located at ******************************,

  account number: ********* has had your company monitor the premises, for at least a couple of decades, if not longer, without a contract. But at least annually a *** would be called for service.

   

  
  

  Now let me share the timeline and the reason for this inquiry/complaint.

  On October 18, 2023, we were inspected by the local **************** ***** (invoice copy below), and were informed of the items that needed to be ***laced immediately, to pass the inspection. Please note that, for every appointment made, I made the arrangements and I was there accordingly, except for the last and overcharged day, where we were charged $1500.00 for less than 15 minutes of service.

  
  

   To date the equipment still does not function correctly. On all the receipts we received, there is no amount indicated for the service rendered. I was contacted by someone and negotiated a reasonable price, but I still refused the overcharged price. 

  
  

  On May 5, 2024 our church treasurer paid $287.24, because of the threatened letters. Then on May 16, 2024, our church treasurer called to pay the lower amount to avoid cancellation and because of the threatening notice received. Instead of the lower amount, your system (unauthorized pulled the total amount due).

  Im submitting this complaint, because fraudulent transactions were processed. Was waiting for current statement, to show where funds were removed before going to Better Businness Beurea.

  
  

  Ive had the run around, first when the tech came out to resolved the concerns from the fire inspector, the wrong parts were ordered. So, a request was entered, and I was in eye distance when the tech, ordered the parts, but a week later was informed along with the technician, that those parts are no longer available.

  So after confirming with his ***resentative to order the correct parts, we are now past the reinspection date with the fire department.

  
  

  An understanding was arranged with the **************** ***resentative, that when the correct parts have been received and ***laced, then we can have a reinspection. and be in compliance.

  This whole process, took too much of my time, patience and to this day, our system, your outdated equipment, still does not properly work, putting our building and people in a potential risk.

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention. We take customer concerns seriously and are committed to resolving them promptly. Our local branch has been in direct contact with the customer to address the issues with their security system. We have processed a credit that the customer has agreed to, and the necessary parts have been ordered. A technician is scheduled to visit the site soon to complete the required repairs. We value the opportunity to resolve this matter and are dedicated to ensuring the customers system is fully operational. If there are any further questions or concerns, we remain available to assist.

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention. We take customer concerns seriously and are committed to resolving them promptly. Our local branch has been in direct contact with the customer to address the issues with their security system. We have processed a credit that the customer has agreed to, and the necessary parts have been ordered. A technician is scheduled to visit the site soon to complete the required repairs. We value the opportunity to resolve this matter and are dedicated to ensuring the customers system is fully operational. If there are any further questions or concerns, we remain available to assist.