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Business Profile

Smoke Alarm Systems

System 5 Electronics, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smoke Alarm Systems.

Complaints

Customer Complaints Summary

  • 2 total complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/13/2023

    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.
    Good day,System 5 installed a new home security monitoring system for us recently..the installation technician asked me to tell him what we wanted our passcode to be (that in itself was inappropriate)..he said we could always change it later..i told him the code..when later we asked the company by phone and email how to change the passcode they wanted us to tell them what the new code was to be..that is not proper for security, privacy reasons..we should be able to change our passcode on our own without having to divulge it to anyone else....our desired settlement is for the instructions to be able to change the passcode on our own sincerely,**** and *******************

    Business Response

    Date: 06/21/2023

    Good Day:

    Thank you for the opportunity to respond to **** and *******************. I would first like to take the time to thank them for being loyal customers of System 5 Electronics, Inc. for many years.  We certainly appreciate their support.

    During the installation, the Technician should have given ************** the option to insert his passcode to arm/disarm the alarm system. If that had been communicated, ************** would not have this initial concern.  However, the Technician was correct to inform ************** the his passcode can be changed at anytime.  When ************** contacted the office, he spoke to ******************** who works with the sales team and not the service department.  When the conversation occurred with ******************** and **************, the communication was not clear.  There are two codes, one to arm/disarm (we do not keep) the system and another to cancel dispatch ( we keep) in case of an alarm.  When the phone conversation occurred, ******************** was under the impression that the code ************** was speaking about was the code that we must have on record for identification and alarm cancellation purposes.  However, since that time, it is my understanding that everything has been communicated correctly with the customer.  Please advise if further information is needed or if we can provide additional assistance and quality customer service.

  • Initial Complaint

    Date:12/18/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 had a recurring monthly service charge of $18.50, which I closed the account November 15, 2022 due to too many accounting errors where I was constantly being billed for past due accounts. I had just gotten May-September statements corrected in October 2022 , and after that correction, I received a late notice for November 2022 which was paid November 6, 2022. I emailed ***** and the *** with the confirmation number of my payment through my bank PNC and closed my account. No one responded, and now, I received noticed of late payment for the month of November and December 2022!

System 5 Electronics, Inc. is NOT a BBB Accredited Business.

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