Complaints

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• Initial Complaint

  Date:01/23/2024

  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.

  10/6/23, NWT technician installed a security system in my home that included 4 cameras, cost- $1995.00. Finance through NWT's finance company. I signed a bank draft for monthly payments. I requested paperwork on the transaction; everything was on the technician's phone, and read to me. The Tech. was to go to his truck, complete some items - email me the document before leving I never received an email from NWT, and my calls and messages went unanswered.
  
  10/7/23 **** email financial disclosure. I discovered the technician opened a credit card account and charged NTW services. Attached was the autopay authorization that I signed. A revolving account agreement and a charge slip for $2,995.00 that had an exact replica of my signature from the autopay document that I signed. I called *** regarding unauthorized signatures and price, and they advised me to call the vendor. 30 days of calling NTW, no return call.
  
  11/1/23 the first bill from **** - a new balance of $3,013.05, and 2195.33 subject to interest. I called **** to inquire- call the vendor. I called NTW - no response.
  Dec. 2nd bill from **** - a new balance of $3,007.05 and $ 2988.03 subject to interest, an added $1000
  
  12/29/23, contaacted owner, Randy *******, meeting schudeled 1/2/24 & document email showing $2,995.00, paid by **** and unsigned by me
  
  1/2/24 ******** * ****. said the tech. gave incorrect prices & NTW would not honor the original price. They offered Option 1 - Remove two cameras and reduce the bill by $2500.00. Option 2-keep all four cameras for $2750.00. Option 3- Keep the system- as-is & sell a system for them. They removed two cameras and refunded me a $500.00 check to pay ****, which was done.
  
  I signed a receipt for a check and the removal of 2 carmers on ******* phone. When I received the email from NTW, it was not what I signed. he had changed what I had signed to a whole new contract above my signature, and that signature was cut and pasted on a document dated 1/29/23.

  Business Response

  Date: 01/24/2024

  Subject: Resolution of Concerns Regarding Your Alarm System and Surveillance Cameras Purchase
  Upon reviewing the details of the case, it is evident that there was an agreement in place, as Ms. ******* willingly signed the financing agreement and confirmed the purchase amount during the verification call with **** on December 29th. The recording of this call was provided upon her request and clearly verified her agreement to the total purchase amount of $2,995.
  We understand that Ms. ******* expressed regret about the additional cameras she purchased later and, in response to her concerns, we offered a full refund for those cameras. We promptly addressed her dissatisfaction by uninstalling the cameras and providing her with a refund of $500, as documented in the signed invoice. It is crucial to clarify that the invoice she signed was not a new contract but a record of the refund transaction for her reference. We strive for transparency and customer satisfaction, and your feedback is invaluable in ensuring we meet our standards.
  Regarding Ms. *******'s claim of unanswered calls for 30 days, we have provided call records that refute this allegation. We have attached call records to further investigate and verify the timeline of interactions. Ms. ******* called me on Friday December 29th at 11:07am and 11:40am. I returned her call on Monday January at 8:56am, 4:58pm, 6:34pm and 6:42pm. She also called our other reps and I will attach their calls as well. 
  Additionally, Ms. *******'s assertion of a replica signature on the documents has been contested by your tech witness, who confirms witnessing her signing the documents. We believe this corroborates the authenticity of the signed agreements.
  We value customer satisfaction and take all complaints seriously. We remain committed to resolving this matter amicably and encourage open communication to address any remaining concerns Ms. ******* may have. If there are specific areas of the complaint that require further attention, please let us know, and we will do our utmost to address them promptly.
  Thank you for your cooperation and understanding.
  Sincerely,
  Ryan *******
  Owner
  NWT Surveillance Group
  1301 York Rd Suite 800
  Timonium, MD 21093
  Email: [email protected]
  Phone: 443-570-7815