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:02/06/2025

  Type:Billing 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.

  Billing seems to have problems, they sent me a notice that they didn’t receive payment for November and finally sent me a notification in the mail. When I called them they informed me that I was delinquent for 2 months even tho I had direct billing. All they had to do was run the card but apparently that’s too much. They didn’t have a problem double dipping my account with 3 payments in a 30 day period. When I told them to shut it off they said I had to do it in writing but gave me a link to remove service, tho that doesn’t seem to be working either. I’ve stopped payment since

  

  Business Response

  Date: 02/06/2025

  At Modern Systems, INC, we take great pride in maintaining honest and transparent business practices, and we appreciate the opportunity to address this concern.

  Regarding *** ****** billing issue, our records indicate that we processed payments for the months due; however, these transactions were declined by the bank. We understand how this may have caused confusion and want to reassure our customers that we follow standard billing procedures to ensure accuracy.

  To clarify, the two delinquent months in question were October and November, which still remain outstanding. These balances are separate from the three charges that occurred within a 30-day period.

  
  The three charges were as follows:
  On 01/01/2025, we processed payment for January’s services.
  On 01/31/2025, due to an error with the credit card company, payment was mistakenly processed early for March’s services. We promptly identified this issue and took corrective action.
  On 02/01/2025, we processed payment for February’s services.

  
  As soon as we became aware of the early charge for March, we assured *** **** that the refund was already being processed through our credit card processor. We can confirm that this refund was successfully completed on 02/05/2025.

  
  In terms of service cancellation, we require written confirmation as part of our policy to protect our customers and ensure clear documentation. Our office manager provided *** **** with the necessary information, including our email address, for submitting the request. As of now, we have not received this written notice. If there are any technical issues preventing submission, we encourage *** **** to reach out, and we will gladly assist in finalizing the process.
  We remain committed to providing excellent service and addressing any concerns promptly. Customer satisfaction is our top priority, and we appreciate the opportunity to clarify this matter.
  

  
  

• Initial Complaint

  Date:08/31/2022

  Type:Billing 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 sent the following message to ******* ********, Office Manager, Modern Systems, Inc. on August 30, 2022: "I'm sorry that you didn't notify me it was a service contract for four years. That is unbelievable for a lake house that I have never lived in or plan to live in. I live in Florence, Kentucky, not even in your county. Why would I ever have agreed to a four-year contract. I was just looking for a security system because of the break-ins that happened in the house before I got the security system. I am on a fixed income as a retiree of the military after serving over four decades, and this is the thanks I get. Is there anyway you can just keep all the items I have purchased from you and cancel this contract? I can't afford to pay this for a house that I don't live in. And then if I sell it and the buyers don't want an extended contract, which they probably won't, I will have to pay you even after selling the house. I would have never entered a contract for four years knowing I was going to sell the lake house." I never would have entered a four-year contract for a lake house that I was never going to live in or use. Modern Systems never told me that it was a four-year contract or I would not have signed it. I don't know if the salesman forgot to tell me, but it should be something Modern emphasizes to the customer so that they will know what they are getting into. There is no way that I can afford this. The house is on the market and even if sell it, I will still be stuck with this contract. It is just common sense that I would have never signed a contract for four years when I planned to fix up the house and sell it. I only needed the security to keep thieves out while I was fixing up the house.

  

  Business Response

  Date: 09/02/2022

  We regret that you did not understand the terms of the agreement. I have included a copy for your convenience. It is signed twice and initialed twice. 
  
  It's standard for our industry to charge a low install price that seldom covers our installation labor. Price typically starts anywhere from  $99.00 to $189.00. It can go up from depending on the level of protection. It can take two-plus years for us to reach the break-even point. Had we offered a system for a shoter period, the initial cost would've been much higher.  
  
  We will be happy to transfer the balance of the terms of the agreement should the next homeowner continue the service. However, if not, we will discount the remaining balance by fifty percent. 
  
  Should this be acceptable, please get in touch with our office manager ******** at 800-252-7664. 
  
  

  Customer Answer

  Date: 09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because the four-year provision was on the last page of the contract, which I don't even remember.  I know I initialed and signed, but it was never made clear to me it was a long-term service contract for four years.  Why would I even sign for that knowing that I wasn't going to use or keep the property?

  I'm assuming that 50% off the remaining 32 months would amount to @ $52.95 x 32 / 2 = $847.20.  I have already paid about $1,300 for this equipment.  In order for me to agree with your offer, I need an itemized list of the cost of this equipment you say you are losing money on.  I would even be willing to return the equipment which has not been damaged.

   

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