Complaints

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

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  American Wireless Alarm, Inc.

  4450 Northgate Ct Sarasota, FL 34234-2121

  
• 

  American Wireless Alarm, Inc.

  100 Wallace Ave STE 100 Sarasota, FL 34237-6041

  

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:01/09/2025

  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.

  Prior to writing to the BBB, **** *******, President of American Wireless Alarm Inc, and an *** Authorized Dealer, has been requested to come to my house on several occasions which he has not. Although he's not an *** employee, as an *** Authorized Dealer, he must follow ***'s standards, requirements and use *** equipment which has been integrated with ****** over the last several years. **** used inferior quality and unapproved LTS cameras outside my house and placed and unapproved LTS DVD in my house. The *** system has never been activated. Additionally, the electrical panel board in the master closet remains open with two unattached circuit boxes left on top of the ********** per contract, the balance is to be paid in full only once installation has been completed to specifications and is fully operational. At this time the security system does not meet either ***'s or my specifications and is not and has not been fully operational. Regards.Dr. **** A. *******

  Business Response

  Date: 01/10/2025

  Response to BBB Complaint
  To Whom It May Concern,
  This letter is in response to a complaint filed by Ms. **** ******* regarding her interactions with our company, American Wireless Alarm, Inc. Below, I provide a detailed timeline of events and clarify the steps taken to address the situation.
  
  Initial Interaction
  On Wednesday, November 20, I met with Ms. ******* at her home. She informed me that our company had been referred to her by her neighbor, a long-standing customer of 20 years. During this meeting, Ms. ******* expressed interest in two services:
  **** cameras will be used **to surveil the exterior of her home.
  A Centrally Monitored Alarm System to detect intrusion and dispatch the proper authorities as needed.
  Following our meeting, I emailed Ms. ******* two detailed quotes for these services:
  A **** System quote.
  An *** Centrally Monitored Security System quote, which included a 36-month monitoring agreement requirement.
  It was made clear that these were independent systems, and Ms. ******* could choose to proceed with either one or both.
  
  Approval of Work
  On November 22, Ms. ******* called my office to discuss the quotes and approved both systems for installation. We scheduled the installations for Friday, November 29.
  On November 26, Ms. ******* informed me she was experiencing computer issues and could not complete the deposit process using the Adobe E-sign Documents I had sent. To assist her, I visited her home to process the $1,500 deposit in person. After experiencing issues with several of her credit cards, the deposit was successfully completed.
  
  Installation Day
  On the morning of November 29, we discovered that Ms. ******* had been in contact with another *** dealer and had arranged for installation with them prior to consulting with us. This created a conflict, requiring us to contact **** Dealer Support Team to resolve which dealer would proceed with the installation. As a result, we could not proceed with the *** system that day and instead focused on completing the **** system installation.
  The **** system was fully installed and operational by the end of the day. However, when I arrived at Ms. ******** home after 5 p.m. to collect the balance due for the completed **** installation, Ms. ******* was unable to provide payment. Despite attempting several credit cards, the payment could not be processed. I agreed to allow her a few days to resolve her banking issues, explaining that the *** installation would need to wait for a 30-day cycle to pass before we could proceed.
  
  Follow-Up Efforts
  Since November 29, we have made multiple attempts to collect the balance for the completed **** system installation:
  Phone Calls: Initially, Ms. ******* explained she was still resolving issues with her bank. Recently, she has stopped answering calls or returning messages.
  Emails: When we email requests for payment, Ms. ******* responds by requesting a visit to her home to discuss the unfinished *** system. I have explained several times that no further action can be taken on the *** system until the outstanding balance for the completed **** system is resolved.
  
  Current Status
  The **** System was fully installed and operational as of November 29, and the balance for this work remains unpaid.
  The dealer conflict regarding the *** system has been resolved, and we are prepared to complete the installation as soon as the balance for the **** system is paid.
  
  Resolution Request
  We respectfully request that Ms. ******* settle the outstanding balance for the **** system. Once payment is received, we are fully prepared to proceed with the *** system installation or discuss any additional concerns she may have.
  We have acted in good faith to provide quality service and resolve any issues in a timely and professional manner. We appreciate your assistance in mediating this matter.
  

  Sincerely,
  

  **** *******
  American Wireless Alarm, Inc.

  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22789504
  
  I am rejecting this response because **** ********* response is incorrect.  I specified I wanted all ADT equipment and that is not what I've received.  Additionally, the deterrence camera lights don't work and neither does the front for strobe light work.  The system is not fully operational and I was never given any paperwork documentation on how the system was to operate.  I am completely discussed with how **** *******, son **** and his assistant handled my situation.   I asked **** to come to my house on several occasions and he always had another reason for not appearing.  This situation warranted his appearance to show him what had  transpired. He is an ADT Premier Authorized  Dealer and is responsible for correcting ADT situations as per company standards.  ADT was chosen because that is the only equipment I want.

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

  Business Response

  Date: 01/30/2025

  Dear BBB Representative,
  We appreciate the opportunity to address Dr. ******** continued concerns. Our records clearly show that American Wireless Alarm, Inc. has acted in good faith and fully honored the agreed-upon installation services. Below, we provide clarification in response to her latest claims:
  1. Equipment Selection & System Functionality
  Dr. ******* approved and agreed to the installation of a **** system separate from the ***-monitored security system. The *** cameras and DVR installed were clearly outlined in the original proposal that she accepted. These are high-quality, industry-standard surveillance products commonly used in professional security installations. At no point did we misrepresent the equipment being used.
  Dr. ******* now claims she only wanted ***-branded equipment. However, this was never expressed as a requirement before installation. Additionally, *** does not manufacture **** equipment, and the **** agreement never stated that the components would be ***-branded.
  She also mentions issues with deterrence camera lights and the strobe light. If these issues exist, we remain fully willing to troubleshoot and resolve themprovided that the outstanding balance is settled at the same time.
  2. System Documentation & Support
  All our installations include a system walkthrough upon completion. On November 29, after completing the **** installation, I personally arrived to:
  Collect the balance due (as per the agreed-upon terms).
  Provide a walkthrough and address any questions.
  However, after multiple failed attempts to process payment due to Dr. ******** banking issues, we extended a courtesy by allowing her additional time to resolve them. We remain willing to provide further guidance on system use once the payment issue is addressed.
  3. Service Requests & Availability
  Dr. ******* claims that I refused to visit her property after installation. This is incorrect. I have attempted to resolve the matter through multiple phone calls and emails, but our policy requires outstanding balances to be settled before additional service visits.
  The only unresolved portion of this project is the *** installation, which was delayed solely due to Dr. ******* contracting another *** dealer before our scheduled work.
  4. Payment Obligation & Next Steps
  ? The **** system was fully installed and operational as of November 29.
  ? The outstanding balance remains unpaid.
  ? We are fully prepared to address the deterrence light concerns and provide additional system guidanceon the condition that payment is made at the time of service.
  Since November 29, Dr. ******* has repeatedly cited banking issues as the reason for non-payment, even stating that her accounts had been hacked and that she was in contact with the *** regarding fraudulent activity on her credit cards. While we understand that financial issues may arise, we have made every effort to be patient and accommodating. However, at this point, we cannot proceed further until the agreed-upon payment is made.
  American Wireless Alarm, Inc. has fulfilled all contractual obligations and has handled this matter with professionalism and integrity. We remain open to resolution but require that Dr. ******* uphold her financial commitment for services already rendered.
  Sincerely,
  **** *******
  President
  American Wireless Alarm, Inc.
  

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22789504
  
  I am rejecting this response because:

  In the process of responding to the BBB email for Complaint ID ********, my response was cut off and I was unable to provide the full response regarding my complaint regarding the inoperable and non-ADT manufactured equipment that was provided by American Wireless Alarm, Inc.  After several emails and phone attempts for Mr. ******* to come to my house to observe the issues, he has not shown up on days we had appointments to meet.  He feels there is no need to meet since he is under the impression that the security system has been fully installed and operational since November 29, 2024.  His only concern is being paid 100% for an inoperable and incomplete security system which is not composed of all required ADT manufactured ************ requested when he was first contacted.

  
  

  Being a local business and an ADT Authorized Dealer serving the Sarasota area, he was contacted to install a complete ADT security system.  As an ADT Authorized Dealer he has an obligation to ADT and the customer to only install ADT manufactured equipment unless first disclosed to the consumer and agreed upon that other brands and equipment would also be incorporated into the overall home security system.  Needless to say, that discussion never occurred and if it did, I would have never accepted it.  

  
  

  Mr. *******, there has been no progress or resolution since ********************* came to my house on November 29, 2024.  Not only do I continue to have an inoperable security system without all ADT manufactured equipment, but the workers also left the electrical box in the master bedroom closet open and with cut wires and two exposed circuit boards left on clothing on the top shelf.  As everything else that has been reported, this too has fallen on deaf ears.  It's clearly apparent that American Wireless Alarm, *** main goal is financially focused rather than providing quality products and services.   Customer consideration and satisfaction is nonexistent with this company.  

  
  

  Resolution of this two-and-a-half-month issue needs to be corrected and no longer ignored by American Wireless Alarm, Inc.  Your assistance in this matter is greatly appreciated.

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

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exposed wiring for cameras laying on the top of mulch. Need to be buried. One line cut by landscapers.

  Business Response

  Date: 05/08/2023

  The client had contacted us with this matter, and with several back and fourths via email, and some scheduling issues, we now have this scheduled for service this week on 5/8/2023.  We were out to his residence last week but we needed more time than that day allowed for to complete the service call once we saw the scope of work needed.  This will be completed by end of day.

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