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:09/12/2022

  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.

  In the middle of 2022 the security doorbell in my home stopped working, tried all tips and tricks to fix this problem to no avail, called security force who sent out a technician and corrected the error after paying for the service. Thought the issues were over a few days after this doorbell repair all the sensors in my home stopped working, there was no inclement weather, blackouts or any loss of power.I called security force to inform them of the issue, they sent another technician and advised they would charge an additional $60 to have someone come out and take a look at the problem. The technician came and said the power cord on their device was not working and could have it replaced, he was on the phone with troubleshooting and repaired the malfunction while on the phone, then called called the company who advised that an additional $80 would need to be charged to replace their equipment failure. Advised the technician we were not ok with paying an additional charge for a failure in the company's equipment, miraculously the sensors stored working again and the technician was on his way. It is in very poor customer service and retention to constantly charge a customer to repair faulty equipment and now allow them to find better service elsewhere when they can't provide it. Now I'm stuck with a service that does not work and a company I would now want to service with with no results

  Business Response

  Date: 10/14/2022

  To begin, Security Force was out at this home on 11/16/21 and 7/22/22 to resync the video doorbell at a reduced service rate of $65.  We found that this was needed because changes were made to the home's wireless network (common). Two weeks after the latter appointment the customer called in stating that their ********************** system was not functioning properly.  We went to the home for a service, free of charge, to ***** the system.  After replacing a power transformer the system worked as intended.  Our technician explained to the customer that the the transformer that needed replaced was damaged due to a power surge - we were sure of this due to multiple customers in the the same subdivision having precisely the same issue.  Our technician explained that this is not covered under warranty, and Security Force would need to invoice for the replacement transformer.  Customer then refused to pay for the replacement device. Our technician had the customer sign off on this and installed their old transformer.  

  We see in the complaint that the customer does not wish to continue with out service, but is under contract.  We allow our customers out from under long term contracts if they pay off the equipment that they were financing over the duration of the contract.  If this customer chooses to pay for the equipment they had installed on 1/22/21 in full, then they may terminate services with Security Force and take their equipment to another company.