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:06/11/2024

  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.

  From the time that the alarm system was installed, I contacted Masada Security to request that they fix the constant alarm sounding when a kitchen cabinet door was closed or something set the system off near a window. THEY DID NOTHING. When they came to my house for a service call, I told them that I did not want their services any longer. The contract called their office and right in front of me, CONFIRMED that they would no longer charge me and would disconnect the service. Next thing I know, they are telling me that I owe them MORE MONEY. This company has gotten several other negative reviews in the past. They are now trying to collect for services they never provided and situations they never resolved. They claim I owe them $1,000 and their "customer service agent" called today to tell me that they would "ruin my credit score". This company has made over $8000 from me over the years.

  Business Response

  Date: 07/10/2024

  This customer has been with our company since 2018 when we installed her hardwired cameras and alarm system. She was always polite and happy with our services for 6 years until Feb. 7th, 2024, after the customer had scheduled a service for the camera system. It was determined by our technician that her *** would not power on, so she requested a quote to replace it since the it was over 6 years old, and the 2-year warranty had expired. The customer declined the quote to replace the *** and followed up with an email to cancel her alarm monitoring service on 2/8/24. On 2/15/24 the owner *************************** spoke with the customer and explained the alarm monitoring was not associated with her camera system. There is no monthly fee for the cameras because they use the customers internet. The customer had signed a (36) month agreement on 11/24/22 that expired on 11/22/25 when we added a cellular module upgrade to her alarm. It was explained to her that there was an outstanding balance on her alarm agreement of $935.81 plus sales tax. She said she understood and would get back with us. The customer called on 3/15/24 asking why she was still being billed? We referenced the previous conversation and the customer asked for a final bill which we emailed to her right away. Customer then called on 4/22/24 and was upset and asked if we would forgive the remaining balance because she had been out of work. We told her we would work with her on getting the balance paid off but could not forgive the total balance because that is how we recover our costs. The customer requested a copy of the executed agreement which we provided immediately. On 6/11/24 ******* spoke with the customer and explained we would forgive $685.51 of the outstanding balance and just wanted the $250.00 of out-of-pocket expense we had incurred if she agreed to remove the review. The customer stated that she appreciated the offer and this whole thing has been a big misunderstanding but will not pay the $250.00. We are not obligated to forgive an executed monitoring agreement. Our entire business is structured on these legally binding documents. We are still offering to forgive the $685.51 and settle this matter for $250.00 plus sales tax. We have been polite and professional in our attempts to resolve this matter. This will be our final attempt otherwise the entire agreement balance will be sent to a third party.

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:

  The above company has been dishonest about certain parts of the history regarding this complaint.  It is not worth correcting or going into further at this juncture. 

  I am willing to settle this for $250 payable within 90 days of this date.  That is to say, payable by OCTOBER 12, 2024.

  Please send digital link with Final Bill amount or paper Final Bill to address they have on file.

  Thank you,
  ******* *****