Complaints

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• Initial Complaint

  Date:08/04/2024

  Type:Product 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 used ***** Security System to secure my house at ************************************** 1/28/2024 to 7/2024. On 6/20/2024 I found out that the house had been broken into (someome used the ***** code to accesss through the front door possibly a ***** staff member). I found out that the access code had never been changed. To resolve the matter, the Vice President of *****, *********************** (see email below) stated via email that ***** would refund all the money I paid, ($4135.59). When it was time to pay, they refused. __________________________________________On Monday, June 24, 2024 at 04:56:01 PM CDT, ********************* ********************** wrote:Hi Twianie,Per our discussion, we will remove the equipment in 2 weeks on a TBD date communicated by you.We will also issue a full refund for the services provided. Please reply with how you'd like your refund to be processed.Our billing department will follow-up with you with more details.Thanks,--********************* Vice President, Operations ************ Property Security ************** | ********************

  Business Response

  Date: 08/14/2024

  Thank you for giving us the opportunity to respond to this complaint. We take all customer concerns seriously, and Ms. Roberts concern had already risen all the way to the CEO of our company. 
  
  A summary of the situation from our perspective:
  1) Ms. Roberts paid our company a total of $4,135.59 to secure ************************************** from January 29th, 2024 until July 9th, 2024. The signed contract and each of the three invoices are attached. 

  2) As a company, we offer customers a temporary security service for vacant buildings by renting steel door and window guards which essentially fortify a building from intruders who would attempt to kick in a door or break a window to gain entry. The customer is given a door code which allows only those with the entry code access to their building. We offer this service across the *************, with over ****** buildings successfully being secured over our company's decade-plus history. 

  3) Pictures of each visit our company made to the address can be seen in the links below. Ms. Roberts received these pictures each time our company went to her property. 
  Installation on January 29th - ******************************************
  Service call, after Ms. Roberts reported a break-in on June 19th - *********************************************
  Removal on July 9th - *********************************************

  4) As can be seen from our June 19th visit to the address, the security system that Ms. ************;paid for did not fail (i.e. an intruder was not able to remove or break a steel window or door guard and gain access to the building). If our system had failed, we would have refunded her paid invoices or paid for the damages. 

  5) On June 24th:
  Ms. ************;stated to our employee, ***********************, that she had given the entrance code out to local realtors. 
  Ms. ************;stated to another employee, *********************, that there were "shady realtors in ******* and we should come up with a solution to this problem by creating a door that would auto-generate new door codes". 
  

  Also on this day, Ms. ************;requested that our security system not be removed until two weeks later on July 9th. This is proof that she recognizes that the security does work. Ms. ************;only requested a refund after we agreed to her requested July 9th removal, again without prior mention that she was unhappy with our services. 
  

  There is no way for us to guarantee that a customer does not give the entrance code out to questionable characters. The security that we provided was holistic and exactly what Ms. Roberts signed up for in the attached contract. 
  
  
  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22084362
  
  I am rejecting this response because: I was offered a refund by the Vice President of *****, *********************... but now ***** refuses to pay. The documented communication is below and attached. 

  _____________________________________________________________________________________
  

  On Monday, June 24, 2024 at 04:56:01 PM CDT, ********************* <********************> wrote:
  Hi *******,
  Per our discussion, we will remove the equipment in 2 weeks on a TBD date communicated by you.
  We will also issue a full refund for the services provided.  Please reply with how you'd like your refund to be processed.
  Our billing department will follow-up with you with more details.
  
  Thanks,
  --
  *********************
  Vice President, Operations
  DAWGS Vacant Property Security
  ************** | ********************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/21/2024

  ******************, 

  We're sorry that you disagree with our response. What we have stated is fully researched and factual, from our vantage point.

  Our security never failed, and the service provided is exactly what was advertised. Of which, you enjoyed the security service for over 5 months. The only way that an intruder was able to get into the building was if the entry code was given out to them. 

  From the end of your paid service period, we provided 10 days of service (without charge) to make it easier for you to travel from out of town and be there at the removal. 

  What we would be willing to offer in the future, is 50% off of the first month of service on a future installation on a similar single family home to *************************** 

  ****

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22084362
  
  I am rejecting this response because: *********************, the Vice President of DAWGS, acknowledged responsibility on your company's part and offered me a FULL REFUND. See the email below and attached documentation. Please honor what your leadership has promised.

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

  _____________________________________________________________________________________________________

  On Monday, June 24, 2024 at 04:56:01 PM CDT, ********************* <********************> wrote:
  Hi *******,
  Per our discussion, we will remove the equipment in 2 weeks on a TBD date communicated by you.
  We will also issue a full refund for the services provided.  Please reply with how you'd like your refund to be processed.
  Our billing department will follow-up with you with more details.
  
  Thanks,
  --
  *********************
  Vice President, Operations
  DAWGS Vacant Property Security
  ************** | ********************
  
  Sincerely,
  
  *****************************