Complaints

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

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  Blackhawk Security

  2800 Woodlawn Dr Ste 150 Honolulu, HI 96822

  
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  Blackhawk Security

  2800 Woodlawn Dr Ste 132 Honolulu, HI 96822

  

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:03/21/2024

  Type:Order 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.

  Door left incomplete, charging me overtime to come back. Equipment installed isn't working. 400% mark up on a monthly subscription that wasn't disclosed to us.

  Customer Answer

  Date: 04/04/2024

  It's been several weeks since I placed this complaint.  The vendor reached out to me, started to resolve the matter and again left the project incomplete with my lobby door inoperable.  Excuse is parts aren't in but refuses to provide me the tracking info.  

  

  Business Response

  Date: 04/24/2024

  We were contracted to install a functional access control system on an old doorway, leading into the hallway to the laundry room and recreational deck. After the contract was signed, and the deposit was received, I started the work. Unfortunately, I ran into an unforeseen problem that I was not aware of. The doorframe was filled with concrete which prevented me to install the wiring to the frame with the tools that I had on that day. I had to return with different drill bits the next day.

  After I secured the wiring to the frame and finished installing the exit device, I proceeded to test the wiring. I found that the card reader circuit was missing. Hours were spent trying to find the wire that should have been in the conduit. A second technician assisted me all day until we found the wire shoved up inside a conduit.  A previous contractor for whatever reason did this, costing a tremendous amount of time. ******* was informed that it was going to cost a little extra money due to this delay and unnecessary troubleshooting. This was on Feb 22.

  Once the wire was identified and connected to the controller, I found that the circuit board that controls the door up on the 6th floor was at fault. This was after hours and hours of troubleshooting. I returned after I received a new board from the factory. When the board was installed, the reader did not function as normal which, was very perplexing. I spent hours and hours looking at software, re-booting the controller, performing downloads and even talked to the factory technical support department. Still, the 6th floor door would not function.

  On 3/26, ******* reported that the front lobby door on the Town Tower stopped working. This was completely unrelated to the 6th floor hallway door that I was contracted to work on. I stopped everything to troubleshoot the lobby door. It was determined after several different days of trying all my tricks after 35 years in the business, the main control board was at fault. On 4/1 my office ordered a new motherboard and sent ******* the tracking number when she requested it (she claimed that she never received it). I do have the email to prove it. On 4/4 I replaced the defective board which solved the problem with the lobby door.

  Today, 4/23 I returned to finalize the installation on the 6th floor door and ******* did witness that it functions. 

  Keep in mind that my schedule is completely booked every day with installations, emergencies and admin work. Not for a second did I imagine that I was going to be faced with three different unforeseen problems. That is the reason why there are so many time gaps, I did not anticipate these issues.

   

   

   

  Customer Answer

  Date: 05/01/2024

  This job was finally completed but not without costing the building money for repair of the multiple cameras knocked out by their prior attempt to repair my door.  This vendors customer service is lacking on all levels.  He indicates so by his prior statements on how busy and important his time is, as if no one else's time is of importance.  Glad the job is complete after months of being put off by the vendor.   Maybe their scheduling needs to be reconsidered.