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:01/03/2025

  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.

  9/13/2024, I reached out to ***** *****/***** **********/IntelliTech LLC/Innovative Installations LLC, via Facebook messenger. I had questions in regards to installing cameras around my home. The first day he came he met with my husband, installed 6 cameras and everything seemed to work well. He was gracious enough to install 1 upgraded camera that he (at no charge). He advised there was a two-year warranty with this installation. The very next morning one of the cameras wasn’t working. He said he needed to order a new camera but shortly, he returned and corrected that issue. A few days later, another camera was not visible. He said there was an issue with the digital box. He said he needed to order a box and install it. He said he was going on a trip 10/18, but would replace the digital box. We waited a week to contact him. He scheduled an app for the following week. He never showed up or called. My husband called and texted him for weeks with no response. Not until I decided to go to messenger did I learn he blocked all platforms. I A month later, I reached out to his wife. To explain the situation, she said she would speak to him. She responded advising he said that he had given us an upgrade at no charge and explained to me that there was an issue with the quality of the TV, the digital box was connected to. That in fact was not correct, I asked him if I should purchase a new TV before he came and also while he was here the, to which he said no it. She said she would have him contact me. That’s been better than a month and a half and I’ve had absolutely no communication from him. At point I have cameras that sometimes do not work. The app I’m able to view my cameras when I’m not home works sporadically and sometimes it doesn’t work at all. I have a digital box and system that has his admin information on it and I have absolutely no passwords to do anything. I don’t necessarily feel comfortable having him to come back and take care of any home security issues.

  Business Response

  Date: 01/18/2025

  This is partially true but alot of information left out. After the initial installation. Customer asked for another upgraded camera as I gave her 1 free, no charge.. I told them it was 85.00 to upgrade.

  Since She had an issue with one camera when I came back I updated ALL Cameras to pan tilt zoom cameras at no additional charge.. she has a 4k system with a 720p resolution tv set... the cameras were all operating on phone but tvs resolution was too low to show all 8 cameras on screen through dvr. I informed of the resolution problem but that wasn't to clients satisfaction.  The upgraded system itself is working properly. Can access from mobile app as it should.. installation ofna monitor is not apart of my package. Customer did in fact have an issue with " the monitor " not showing a camera but the system and app itself displays the camera. I've been to the property 3 occasions and only the first time was it actually an issue on my end. I always have provided excellent customer service without complaint.. not even 1. Just as I upgraded ALL cameras for them at no charge.  I made 0 dollars on this job after upgrading their full system to Pan tilt zoom cameras and that's fine sometimes as it relates to customer service. You do what you have to do. In my experience, there are a few ( very few) people that will not be satisfied ( even her husband stated as such). I know when to cut my losses but I won't be used during the process. The system is functioning as it should, the last 2 trips out to customers home ( 45 min away) confirmed it. Yet here we are