Complaints

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

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  MiTech Systems Inc

  9220 Boggy Creek Rd STE 115 Orlando, FL 32824-8386

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  MiTech Systems Inc

  PO Box 217 Groveland, FL 34736-0217

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:10/24/2022

  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.

  I have been a loyal customer for a few yrs. I have also spent a lot of money purchasing security equipment from this company.
  I have had problems with the security system and had to have the company come back out for repairs.
  I ordered a natural gas detector 600 + dollars, only to have a sensor fail within 2 hrs of having it installed.
  Because the company has 1 person doing installs It took a week for the company to have the failed gas detector removed and then I was told the gas detector had to be inspected for damage?. The gas detector was found to have a failed sensor. This was equipment that was made at the residence that the install was at . I was told that the equipment was new and they are the only company that offers a natural gas detector like this. It took at least 2 -3 weeks to receive a refund.
  CJ, the installer is a very nice guy. I purchased all equipment, paid for monitoring in full. I felt doing business with a small company is showing support for small businesses owners.
  Mitech wants business, wants to sell equipment, however it can be challenging to schedule service. I moved to another residence so I had to call accounting in order to receive refund for monitoring. I received a check , after multiple phone calls because it was past the 60 day period Mitech states it takes to receive the refund. It took 60 days and 3 weeks.
  The check was for less then expected.
  I was told customers are required to provide a 60 day notice in order to receive full refund????? I spent a lot of money while using Mitech.
  This company is short handed, so the installer is at times in a hurry which has resulted in me needing to have the guy come back out. This company is obviously out for what they can make off the customer . I was told from the beginning that if I move out of their service area they would help me find
  another vendor. Other vendors do not want to use another company's equipment, so Mitech's equipment becomes void
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/26) */
  First, I'm sorry that you have gotten involved with this situation and will explain the circumstances regarding this customer.
  MiTech Systems initially installed a security system at this customer's residence *********************************** on July 18, 2018, with an initial 1-year monitoring contract; providing an additional 2 months monitoring at no charge. (Since all our systems are owned by the customer, our monitoring contracts are a 1-year, automatic renewing contract with a 60 day written notification requirements on cancellations.) On May 19, 2019, the customer moved to a 2nd location *********************************; the security system was removed from the initial installation address to the new location where additional security products were added to her system. Since she was still within the first year of monitoring, we maintained the contract with the renewal date of September 18, 2019. On June 20, 2019, the customer moved to a 3rd location ***************************************** the security system was removed from the 2nd location into the 3rd location, again maintaining the renewal date of September 18, 2019. On August 5, 2021, the system was moved from the 3rd location to a 4th location **********************************. On April 20,2022, the system was moved to a 5th location (106 Heron Bay Circle, Lake Mary). With each move, the customer added additional security items to the system. With payment of the security monitoring on September 16, 2021, her monitoring contract was extended until September 30, 2022. On June 23, 2022, the customer notified us that she was moving to a 6th location and asked that we cancel monitoring and remove the system so that she could take it to be installed at the new residence. We removed all of the installed products from the residence, removed batteries, and packaged according to the customer specifications.
  To address the refund aspect of the claim. As stated above, our monitoring contracts are for an initial 1 year of monitoring which automatically renews every year. With the receipt of payment, it is understood that the customer continues to agree with the terms of our contract, including the 60-day written advanced notice of cancellation. There were some accounting changes, therefore, her renewal date changed from September 18 to October 1 (providing the customer with 12 days of monitoring at no cost), therefore, with her cancellation date of June 23, add 60 days for the required notification, this would bring the date to August 23. While refunds are not specifically discussed, it is implied that refunds are not provided to the customer. At no point would we provide a full refund of monitoring fees, as the customer suggested, because services had been provided. Although our contract does not address a refund, we did provide her a refund for 1 month monitoring (September 1 - September 30, 2022) which completed her contract with MiTech Systems Inc.
  Next the complaint about the delay in the refund for the defective product, we did agree to install a gas detector at the customer location on May 4, 2022, and payment was received by credit card. After the installation, a programming error was found and was corrected. The customer questioned the heat that she felt when she touched the transformer, we explained that it is normal for heat to be coming from the transformer but sent a technician out to her residence to verify the condition of the product. Although it was determined the detector and transformer were working properly, the customer was not satisfied with the product over the heat concerns, so we removed the products on May 10, 2023, as requested, and we started the refund process. (Providing a full refund to the customer even though if we resold the parts, it would have to be as used parts.) Part of that process was to confirm receipt of payment by credit card, at which time it was determined that the payment was denied. At that point, we contacted the customer to let her know that we were unable to provide a refund due to the credit card payment being denied. After a conference call with the customer, credit card company, and our accounting department, the payment was approved. At this point, the refund process was able to continue, and the refund was provided to the customer. Had the original charge not been denied from the credit card company, the refund would have been provided in a timelier manner.
  MiTech Systems does not have proprietary products, any product that we install are able to be utilized by other security monitoring companies. It appears the vendor the customer contacted to install the security system at her current location did not work with the same products as MiTech Systems. As with most companies today, we too deal with post pandemic shortages and customer expectations. We do value our customers and try to accommodate their requests.
  Finally, on October 24, we received a call from Ms. ******** to dispute the amount of her monitoring refund. She was verbally abusive to the receptionist and hung up the phone on our staff. She then called back to our office 10 minutes later asking for us to reinstall the security equipment at her current location in Orange City, Florida, which is outside our service area. I believe it was after this encounter that she decided to file this complaint.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their response regarding the monitoring service.
  First of all I paid for the equipment to be disconnected and reconnected each move. This company never complained about that. The only time I have had an issue with the monitoring fee was when I requested a refund. I was not going to have the equipment installed at the most recent rental property because I felt it would be best to wait. So, why should I continue to pay for monitoring without security equipment. I spoke to Robin concerning this . Robin said she would contact accounting.
  I had contacted 4 security companies for quotes as well as the possibility of keeping my equipment. All 4 companies stated they if they used preexisting equipment they could not guarantee or cover the equipment if problems occurred. Just because Mitech states other companies can use the equipment does not mean they will. Other companies make money selling equipment just as Mitech does. I have all of this equipment sitting in a container .
  I feel Mitech could have worked with me regarding the monitoring.
  They made money off their services which I have gladly paid. When I know when it's time to have the equipment installed I told Robin I can let them know but will probably not include monitoring.
  Will that be held against me? Mitech can either work with me on this or not. I stated I was refunded for the gas monitor. Mitech is deflecting by bringing up things that lack significance. The issue is about the monitoring as well as the equipment that I may not be able to use if I have to move to another company when I was led to believe the equipment could be used by other vendors.
  Mitech knows their services areas and I did ask before moving.
  It is not as easy as they make it sound to find another vendor so that I can keep my equipment.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  I do apologize, I do not understand the exact issue. Is the issue the monitoring fees? Or, is the issue that other companies will not guarantee or warranty the equipment?
  
  1. Monitoring fees - As with most companies, MiTech Systems has a contract with each client regarding the fees we will charge for monitoring; a copy of the contract signed by this customer is attached; highlighted are the two areas addressing terms and warranty. The contract explains both systems that are MiTech Systems owned systems and Customer owned systems. As explained earlier, all systems are owned by the customer, MiTech Systems does not lease or retain ownership of systems that are installed. With this, the monitoring contract is in effect for 1 year. With each renewing invoice (See attached Invoice**********), it states:
  "Your Existing contract with MiTech Systems Inc. will automatically renew for a one (1) year term upon the date set forth above unless we have received notice from you electing
  not to renew at our address above. Remittance of payment will show acceptance by the owner of owner's desire to renew the existing contract."
  Again, while the statement does not directly mention refunds, the existing contract that was signed does indicate the 60-day written notice for desire to cancel. Using this calculation, it was determined that the refund due to the customer would be for 1 month of service; even though the contract has no mention of refunds.
  
  2. Security Equipment - This too is addressed with the signed contract. When this equipment was purchased, MiTech Systems provided a Limited Equipment Warranty of 1 year. Therefore, for the first year of installation, MiTech Systems provided warranty for that equipment. Even though the security system was working properly when removed by the MiTech Systems representative, the system itself is outside the 1-year warranty that is provided by MiTech Systems. I believe that is also what the other 4 mentioned companies have stated - they would be able to monitor the equipment, but they will not be able to warranty any of the products that were sold to the customer by us.
  
  3. Installing equipment without monitoring services - we do offer this option and do not hold it against anyone if they choose to use the system in this manner. We notify the customer that while the system is monitored at the residence, there will be no additional notification for their system. If they would like to have text notification or notification to the authorities, this would require monitoring of their system. The other difference, our monitored customers do receive a discount for any service calls; those that do not monitor with MiTech Systems are charged a higher rate for our services.
  
  I can confirm that the equipment was removed by MiTech personnel and packaged for moving as per the customer specifications. Therefore, it would be our understanding that any company familiar with the security system would be able to reinstall this equipment at the new residence and provide monitoring services. The current purchased equipment was done so longer than the 1 year provided warranty of the equipment, therefore whether MiTech Systems or another company provides monitoring services, the equipment itself is outside of the scope of warranty. As for the monitoring fees, we do require a 60-day notification for cancellation. Unlike some of our competitors, we do provide a refund for the unused portion of the monitoring fees past the 60 day notice period.
  
  
  Consumer Response /* (4200, 11, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have stated that we are renters. Mitech knew this when I paid in full for the security equipment. I have stated that I had the security equipment disconnected in July 2022 but was not told about the 60 day notice, was never contacted by Mitech concerning the monitoring fee that I had paid in full for. I had to call Mitech to find out why I had not received a refund for the remaining monitoring balance. I did not have security equipment any longer but I felt Mitech had planned on keeping any monies
  associated with monitoring. I have paid a lot of money for Mitech equipment . I have been told from the beginning by Mitech that if we move beyond Mitech's service are Mitech could help me find another vendor or Mitech might be willing to install equipment but I would be able to use Mitech monitoring. This came from Robin.
  I inquired about moving the equipment because we rent. I had been led to believe that moving shouldn't be a problem. I never would have chosen Mitech if I had been told the truth about the difficulty changing security companies using Mitech's equipment.
  All companies make money from equipment sales. I have been told by 4 security companies that Mitech's equipment will not be
  guaranteed by another company, as well as I would be better off using equipment that is through the new company. Where does this leave me? I have equipment that works fine as long as I use Mitech. Mitech does not want the equipment back. I need a resolution with Mitech regarding the equipment. Will Mitech agree to continue to install the equipment? No monitoring. Regarding the monitoring fee. As a courtesy, If I had been told about the 60 day notice when scheduling the last disconnection I would have addressed this at that time. Robin was short with me and told me the refund would take 60 days. No other explanation. It took much longer and I was surprised to find the refund was less then I thought it would be.
  Renting can be difficult especially in this market. I would not have moved we had not been mislead about the rental property.
  All I could hope for was that Mitech would work with me because of the unpredictable circumstance that we found ourselves in.
  Any clearer??
  
  
  Business Response /* (4000, 13, 2022/11/05) */
  I do believe that we may be at an impasse with this issue. I understand that this person is a renter and moves based on the landlord, property, and market.
  
  Unfortunately, I cannot provide something that is wanted by the customer - for MiTech Systems to make another company use and guarantee the equipment that we sold to her over 4 years ago. As I have stated before, even if we reinstall the product at the current residence for her to use at the residence only (no authority notification or smart phone capabilities), MiTech Systems would not guarantee the equipment since it is outside of the 1-year warranty.
  
  As for the monitoring fee refund, I do apologize, this is a contract that was signed by the customer. If there was any question about the 60-day notification requirement written on that contract or our refund terms, that should have been questioned at the time the contract was signed. In our industry, I can confirm that MiTech Systems has one of the friendliest cancellation policies. I would suggest that this subject matter be questioned by the customer prior to signing any future contracts, regardless of the company or industry the customer us working with. MiTech Systems stands by the refund amount that was provided to the customer.
  
  As stated before, unless there are any additional issues that are to be addressed, I cannot provide any additional information for this case. So, we stand at an impasse, which I am truly sorry for.