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Business Profile

Security Systems Consultants

Citizens Statewide Security, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems Consultants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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  • Initial Complaint

    Date:11/19/2022

    Type:Service or Repair 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.
    I have been with Citizens ************* since 2016. Whenever there was an issue with my alarm system they came out at no charge. The ending of October beginning of November my cameras stopped streaming through my phone. I called them I was notified it would be a flat charge of $60 to come out. It is in my contract that I can have my alarm system streaming through my phone. So there should not be a charge especially when I was never sent a notice of this change to my contract. Also, after that I received a letter saying it would be a charge of **** for streaming and another **** for monitoring. The service of monitoring does mot work because the last couple of times I had to call them to see if my service was still working and now Im going to be charged **** for a service that does not work.

    Business Response

    Date: 12/01/2022

    **************** is not correct as for the language in her contract.  In her contract it clearly states that it clearly states that there is a travel charge applied after the first year ( the first year if free of service fees).  There is nowhere in her contract that says there will be "no travel charges" in fact it states the opposite.  The increase of $2.99 is an increase due to economic and inflation factors beyond our control and is affecting everyone on a global scale.  Our cost like everyone else has been affected and this increase is only the 2nd one we've done in 20 years! It is being applied to each of 2 seperate accounts that ****************** has with Citizens: a Video Cameras account, which was installed separate from the alarm system and is not the same contract. The second account is an Alarm System Monitoring contract.  This increase was in fact across the board statewwide to all of our customers accounts.  Lastly, there is a plaservce on each of her contracts where a customers "initials' are required to acknowledge they are aware and agree to service fees after the 1st year of monitoring and our records show she did in fact ************ on each contract. The reason she didn't pay on the few occasions we did come out is because there is a 1 year grace ****** to all of our accounts and they are not charged "travel charges" for the 1st year only! After which there is a travel charge that will be applied when ever we come out to do a service.  She didn't pay because her very few service issues were inside of this 1st year grace ****** which has since expired.  

    Finally, we NEVER charge her for any labor.  We have been to her home and aet.  Keep in mind, our system has NOT stopped working, she simply can not see it on her smart phone because of her internet not being seen by the recorder  we programmed.  This is a network issue and we solve it with no labor charges to our customers but they do pay a "Travel charge" which is also good for 30 days. Please have here look closer at her contract.  

    A travel charge is $60.00 / Labor to network (which is what she needs, is $250.00 for the 1st hour and $95.00 per hour for non customers.  That is the rate she does NOT have to pay because she is a customer and a $60.00 travel is due and non-billable when we knock on her door.  But we still bill her for it anyway! We are the only company who does this.  We have no complaints from any other customer about this contractual advantage for the customer.

    If needed, we can provide a copy of her contracts for your review but we would like to give her that opportunity first.

     

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