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Business Profile

Burglar Alarm Systems

Tison Sound & Security Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had worked with Tison Sound and Security sales rep ***** ***** to install wireless routers to cover Wi-Fi for new home along with 3 additional electrical outlets.
    When installer showed up to complete wireless router install he informed us that the sales rep had written up for hard wire connection routers. We informed the installer that was completely incorrect and only requested wireless. He told us he would get with his manager to find a solution. 30 days later with no follow up or response I reached out to management and the informed me the sales rep was no longer with the company and directed me to the owner ***** ****** Spoke with ***** and he said he would come up with a solution and sent over a new bill for an additional $1064.25 to get the two wireless routers installed. We informed him this option would not work and that we only wanted to be refunded for the incorrect hard wires routers that have not been installed but have been paid in full for. He emailed us back that the work was complete, which it is not, and he would not be refunding us because we signed to have hard wire routers installed.
    We were very specific from the first meeting we were only looking for wireless connection and we’re understand with the sales rep that that’s what we were getting.

    Business Response

    Date: 02/22/2023

    We installed everything that the homeowner signed off on at his design appointment. Please see original estimate attached with homeowner's signature. He wanted the wireless access points to be installed, but they were not on his original estimate. I sent him a new estimate for the wireless access points and also discounted the price for the work that needed to be done due to the confusion and in an effort to provide great customer service as we always strive to do. We are more than happy to come out and install the wireless access points that he wants to have in his home but cannot do the work for free. All the work he signed off on from his original estimate has been completed. 

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