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Business Profile

Burglar Alarm Systems

Wayne Alarm Systems, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/01/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Two days ago there was a scheduled annual service to my alarm system. The technician did not arrive on time and when I called to inquire when he would arrive I was kept on hold for 18 minutes and then they dropped the call.On the first night after that , one of the systems monitors failed. We got that in order by phone but tonight the same unit failed. I tried to call and was kept on the line for 12 minutes and again they dropped the call.A business taking care of security can not be allowed to behave like that.

    Business Response

    Date: 08/05/2024

    Client called into ************ as that is the phone number our website routed him to.
    He was put on hold to get an operator, after 18 minutes they picked him up apologized for the long hold time and then the line got disconnected - so he called back and got stuck on hold for an additional 12 minutes. We have had a significant uptick in signals impacting our on hold time since the crowd strike issue. We have been working with our vendors to correct with urgency.

    For the service call, our arrival time was between 12-2 PM, in which the tech arrived at 1:20 - The customer stated he misunderstood and thought it was a service time block of 12-2PM rather than an arrival window - we resolved that piece.

    We have a service call scheduled with him for tomorrow to address a trouble on the system.

    I gave him our 4200 # to call into moving forward and told him we can help him with anything he needs during the day here and can call the ** if need be for him.

    Thank you,
    ***********************

Wayne Alarm Systems, Inc. is NOT a BBB Accredited Business.

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