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  Security Integrated Technologies

  8708 Spanish Ridge Ave STE 100 Las Vegas, NV 89148-1490

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  Security Integrated Technologies

  PO Box 400492 Las Vegas, NV 89140-0492

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:07/22/2024

  Type:Service or Repair 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.

  The invoice date is March 6, 2024, and the amount is $3125.63. *******, the business owner, and a friend came over to install additional cameras and new equipment for the internet service. ******* stated that adding all of this new equipment would correct the issues I was having with internet connectivity. He did not test all of the equipment before leaving the job and stated that he would be back since he didn't have the two additional ** cards, which were on backorder. I contacted him a few weeks later, and he said he had the ** cards, and we made an appointment for June 22, 2024, for him to return. He did not return and has since not returned any calls, voicemails, or text messages. The equipment is not working like he said it would. We are still having internet and connectivity issues. I would like him to come out to resolve our problems or provide a partial refund since the services are not working as promised. I would also like a refund for the ** cards since they are no longer needed, as they could not install them into the cameras, as discussed.

  Business Response

  Date: 08/20/2024

  Customer contracted us for installation of new router and switch only. Job was to install equipment and was completed. Customer was advised no warranty on products other than manufacturer warranty and that customer owns products and would need to contact manufacturer. Company made no guarantees on internet and has no control over the internet or speeds. Company is not an internet service provider.  Customers internet is with *** Media. The company has no affiliation with *** media. From *** Medias website, their terms also state they do not guarantee wifi speeds. The customer was advised to contact their *************** Customer agreed and accepted job closure to satisfaction prior to Technicians leaving on April 1st 2024. Reasonable attempts were made by technician to clarify that the issue was on *** Media Side. Customer contacted tech through technicians personal phone. Tech no longer has personal phone number. Customer was provided company contact information prior to Job and had communicated with company number previously. Customer did not contact company by phone or email after job completion. The only communication we received from the customer was through the website contact form on August 7th. We are replied advising the job was completed and we do not have control over internet speeds. Our ********************* also responded on August 14th with all the findings and our resolution.

  Business Response

  Date: 08/20/2024

  We added the texts between the customer and Technician Personal phone before Technician changed numbers.

  in These texts ********************* that everything is working and was satisfied on April 2nd. ****** then complained in April 4th ****** was complaining about low Wi-Fi speeds. Technician advised to contact *** Media(ISP) as is in there side and may have an outage.
  

  on April 11th,  ****** texted confirming everything is working great.

  in April 11th ****** advised her husband was not getting the speeds he wants while hardlined and that Wi-Fi speeds were above 300mbps on her computer and when switching her husband to Wi-Fi his speed was been better. She was advised that the downstairs hardlined router was pulling most of the hardline data(speeds still within normal standards). ***** called technician and physically switched hardlined router ports with husbands computer as husband didnt want to be on wife. Tech advised this would cause issues with downstairs. Customer proceeded anyway. Customer later texted that she was having issues with downstairs(screenshot of speeds provided by customer still within normal standard) . Customer was advised that this is due to her switching/modifying system. Technician did set up an appointment to service her system with customer(separate job from closed installation job). However technician was out of work for several months and changed personal number. The customer made no attempts to reach out to the company to be scheduled/rescheduled.

  We are refusing any service for this customer under our right to refuse service going forward.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22003628
  
  I am rejecting this response because:

  1) All of our conversations were done via the phone number **************. At no point did you say that this number was not for use. 

  2) On April 4th, the issue was coming from the hard line that you installed in the downstairs gym. Then, on April 18th I reached out again for you to come run tests on the work you did. We made an appointment for April 28th.

  3) On April 25th, you did guide me through changing the lines at the first mesh router, and that did help my husbands computer, but I switched it back and still have this issues with the hard line down stairs and showed those results with you. So, you called me on May 3rd on the ************** phone number to chat about coming out again.

  4) Then, on June 3rd, I reached out again, and you called from ************** to set up an appointment to come out on Jun 22nd. Which you did not show up for. 

  5) When you came out to my residence the first time in March, you stated verbally that you provide a 30-day warranty on all of your work. Then you did everything possible to avoid coming out during that period. I even offered to pay your trip charge of $105 just to have you come to run tests and complete the job. You left on the day of the initial job stating that you were tired and that you needed to go because you had dinner plans. You did not stay to test to make sure the system was operating completely with all of the devices linked to the internet like was stated in our original conversation. 

   

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

  Business Response

  Date: 08/21/2024

  We submitted Text from ****** to Company number. This is proof that we did provide her company contact information. 
  

  we have also submitted the invoice showing the following terms:

  Terms:
  By paying the due balance on invoices provided, the Client hereby acknowledges that all requested service items for this date and/or any other dates listed above in the description section of the table, have been performed and have been tested showing successful satisfactory install/repair, unless otherwise stated on the invoice, in which labor service charges still apply if any repairs have been made. By accepting this invoice, the Client agrees to pay in full the amount listed in the Total section of the invoice.
  

  The Invoice(approved on April 1st, paid on April 2nd, customer applied for loan from 3rd party Sunbit on March 7th through invoice)

  The invoice also shows our contact information.

   

  The customer has been made aware that there is no warranty other than the manufacturer warranty.

  The job the tech set up with the customer prior to going on leave is a separate job and the customer has not paid anything in regards to second job. No refunds will be given. The customer did not contact the company at any time in regards to a missed appointment until after complaint with BBB and through our website contact form on August 4th.

  The job on April 1st was closed. Customer confirmed by approving Invoice, directly with Technicians, and through text the next day on April 2nd that everything was good. The company is not responsible for what happens after the technicians leave. Customer made changes against advisement. Customer is responsible.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22003628
  
  I am rejecting this response because:

  The invoice was paid before the work was scheduled, started, or completed. So, that should be invalid in this context. 

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

  Business Response

  Date: 08/21/2024

  As per previous response, customer applied for financing through 3rd party 'Sunbit" through the invoice sent to customer. Payment does not get approved until job is completed. Customer agreed to invoice verbally in person to 2 technicians and in text message 2 times after job completion, that she was satisfied. The customer has mis-represented the facts on several occasions to include: here on the BBB complaint and through email. All evidence proving this has been submitted. The company considers this matter closed. No refunds will be issued and Company will no longer do business with customer. The work order and job ticket has been closed as of April 1st 2024. Per customer and all attached documents and evidence the job and customer was satisfied. Please Consider this matter rectified and move to close the complaint.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22003628
  
  I am rejecting this response because:

  The owner continues to reference that this was only a work order for the router and the switch. However, the owner installed 3 mesh routers and a hardline where he had to drill down into the floor, through the garage, and into a downstairs room which I call a gym. If the work was only for those 2 items, then why was all of that other work done. He is misrepresenting the facts, and bold face lying so that he has to take no accountability for the fact that he was "too tired" to completely test the system before leaving the job. Yes, the day after I thanked him for his services and said my internet was working fine in that moment for my computer (that wasn't hardlined as promised). On April 4th, I used the number that we had always communicated on to let him know the hardline he ran to the downstairs room was not pulling the speeds he said they would, and I let him know that the service then was not satisfactory. A refund should be issued for the additional work that is currently not being used since it stopped working after 3 days.

   

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

  Business Response

  Date: 08/23/2024

  The customer has mis-represented the facts on several occasions to include: here on the BBB complaint and through email. All evidence proving this has been submitted. The company considers this matter closed. No refunds will be issued and Company will no longer do business with customer. The work order and job ticket has been closed as of April 1st 2024. Per customer and all attached documents and evidence the job and customer was satisfied. Please Consider this matter rectified and move to close the complaint.

  Business Response

  Date: 08/23/2024

  ******,
  
  To clarify further, Security Integrated Technologies is a residential and commercial security installation company. The job was completed for installation only.  We do not provide and/or guarantee any internet speeds, buffering, throttling, bandwidth and/or anything related to "internet" as AGAIN - WE ARE NOT AN INTERNET COMPANY, NOR DO WE PROVIDE INTERNET SERVICES.
  
  We have repeatedly advised the complainant to contact the internet provider,*** Media, to discuss with a representative any account details and/or options regarding the internet service and speed to the residence.
  
  We have repeatedly provided documents, text messages, emails and further information to prove that 1) the security cameras downstairs received an internet signal and were fully functional prior and after our technician left the premises. 2) the installation was completed to satisfaction prior to and after our technician left the premises. 3) expression of satisfaction with installation and internet speed test for the downstairs cameras. 4) payment and acceptance of the invoice solidified satisfaction and the completion of said installation. 5) no warranty from Security Integrated Technologies would be issued for the equipment. 6) the ** cards were only a courtesy upon and not before the completion of one (1) task (a) contacting the alarm system manufacturer and/or monitoring service to upgrade plan details to accommodate the separate installation of the ** cards. However, there was not follow though and this one -time courtesy has hence expired, is no longer available and holds no monetary value. 
  
  Let this formal response note, that it was personally acknowledged by **********************************, the tampering with and/or moving of the installation equipment and/or *** Media internet driven equipment in attempt to "received faster speeds" on the hardline ethernet cable verse the faster Wi-Fi speeds on Mr. ********* personal computer upstairs. The complainant was advised after installation was completed to satisfaction to NOT switch ports due to the downstairs hardline routers priority to the security cameras functionality meeting manufacturers specification
  
  This complaint is falsified and a blatant disregard of the facts. We have tried numerous times to give a simplified explanation of the facts to the complainant.We have advised the complainant to remedy this matter with the internet service provider, *** Media, and to use the WI-FI connection to improve the usage of Mr. ********* personal computer.
  
  NO REFUNDS, DISCOUNTS AND/OR EQUIPMENT WILL BE ISSUED OR PROVIDED.  
  
  We ask the BBB representative to mediate closure of this matter due to the evidence provided, the completion of this installation, the satisfaction of installation and more importantly the integrity of our company and this matter.  
  
  No further communication will be conducted with ******************** or ********************* and all communications will be conducted through BBB mediation.

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22003628
  
  I am rejecting this response because:

  At no point did I say that I was satisfied with the service before you left my home.

  On April 4th, I sent you the speeds that were coming from the gym mesh router that you set up, not for the camera, but for the Wi-Fi to be extended downstairs. Those results are attached above. This was prior to you having me switch the lines for my husband to be direct connected to the internet which was promised. You did not test any speeds prior to leaving our residence. 

  As for the payment, you required me to pay upfront hence sending the invoice to us 2 weeks prior to the installation to set up the payment plan. So, if that was not the case, why did you insist that I set that up before you came out to do the installation. 

  The "moving" of equipment was done at your request. So, you prompted me to tamper with the installation because of your refusal to come out to address the issues that I was having. 

  Again, I am requesting a 50% discount on the services provided since this matter has not been resolved. ******* advised me to "tamper" with said equipment, and the installation has failed.

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

  Business Response

  Date: 09/04/2024

  Security Integrated Technologies formally rejects your claim and request for a refund due to the following reasons: a) Complainant (Mrs & ********************) did not pay us directly. Complainant spouse was approved for and received payment assistance through a third-party company (Sunbit) on Thurs, 03/21/2024 at 1:02PM. We do not understand why Complainant is requesting a refund on work completed, approved by Complainant and was paid through a third party financing company. This is a misrepresentation of the facts.

  Business Response

  Date: 09/04/2024

  Please read this response in its entirety.
  Security Integrated Technologies formally rejects your claim and request for a refund due to the following reasons:
  
  a) Complainant (Mrs & ********************) did not pay us directly. Complainant spouse was approved for and received payment assistance through a third-party company (Sunbit) on Thurs, 03/21/2024 at 1:02PM. Do not understand why Complainant is requesting a refund on work completed, approved by Complainant and was paid through a third party financing company. This is a misrepresentation of the facts. b) Complainant praises technician and states everything working fine on Tues,4/02/2024 at 11:59 AM. c) After brief conversation with Technician about intermittent internet service, was NOT informed to move the installed equipment, but the phone or computer used to run the "speed test" on Thurs, 04/04/2024 at 5:30PM. During the same conversation, technician advised Complainant to contact internet provider *** Media, Complainant agreed. d) On Thurs, 4/11/2024 at 12:19PM, Complainant stated everything was working. e) Complainant contacted again about intermittent internet, the networking card and spouse compliant of latency and lag on gaming set up (nothing to do with security cameras or our business),technician advised Complainant to connect spouses computer to Wifi to check for security hardware issues, Complainant spouse received "better internet" that Complainant, but spouse doesn't want to use Wifi for gaming. Technical advise  to contact *** Media. Complainant agreed, then responded "everything is working fine". Conversation occurred over the course of *****,04/11/2024 at 12:19PM -*****, 04/25/2024 at 6:47 AM. f)Lastly, between Thurs, 02/27/2024 at 3:17PM -*****, 03/21/2024 at 1:02PM,Complainant was in communication with company to acquire payment assistance for installation, thus received assistance through third-party company. After back and forth, third party company approved Complainant's spouse and Security Integrated Technologies was paid upon approval by customer and completion of work order.
  
  See attached documents of timeline of events. Complainant's claim is not correct and a misrepresentation of not only the facts and a blatant disregard of the timeline of events. Complainant received payment assistance through a third-party, was in constant contact with our company, repeatedly gave praise and that stated "everything was fine". Complainant has made false claims on outside websites misrepresenting the facts and attempting to damage our company's representation.  Further action will be taken. We will not pay as the work was completed to satisfaction, paid through payment assistance company and the matter is closed. Any further communication at this point is not made in good faith.  This claim is closed.

  Business Response

  Date: 09/04/2024

  Explained interaction of attachment's timeline of events:

  Additional Information: Photos on the attached 9-03-2024 document: Pages ***** confirms communication to *********** via Security Integrated Technologies business phone line, approval and payment of work order through third-party payment assistance company.
  
  Timeline of Events Summary: Technician Photos (technician response in green,*********** response in black):
  Photos Pages 1-12
  
  Page 1 Screenshot: Dated Mon, 02/26/2024 at 9:36AM - Thurs, 03/21/2024 at 3:22PM
  Summary: Mrs. *********** contacts technician about security cameras not receiving internet to the cameras, provides address, technician apologizes for late response, *********** response stating that the payment plan was signed with third-party financing company, technician scheduled work order.
  
  Page 2 Screenshot: Dated Thurs, 03/21/2024 at 3:22PM - ***, 04/01/2024 at 9:08AM
  Summary: Schedule of delayed appointment, technician follow-up to confirm appointment, *********** rescheduled.
  
  Page 3 Screenshot: Dated Mon, 04/01/2024 at 9:08AM -Tues, 4/2/2024 at 02:04PM
  Summary: Technician arrives, work order completed, *********** praises technician states everything is working fine, shows appreciation for completed work.
  
  Page 4-6 Screenshot: Dated Thurs, 04/04/2024 at 5:30PM -Thurs, 04/11/2024 at 12:19PM
  Summary: *********** complains about internet not working, sends screenshots of speed test, technician states run a speed test in another location (gym), *********** states speed test is in gym, technician states run a speed test in another location (upstairs), *********** sends screenshot of speed test, technician informs the lag is with the internet provider *** Media, technician states to run speed test on  ***********s spouses computer, *********** sends screenshot of speed test,technician states security equipment is fine, the issue is with service provider *** Media and advises communication with them about abnormal pattern and asks for *** Media to refund for lag of internet service, *********** states everything is working fine.
  
  Page 7-12 Screenshot: Dated Thurs, 04/11/2024 at 12:19PM -*****, 04/25/2024 at 6:47 AM
  Summary: *********** states *********** wants his personal computer to be wired but speed is slow, asks about SD cards, *********** follows up to schedule an appointment, technician apologies for late response, gave *********** a suggestion to connect *********** spouses computer to Wi-Fi, *********** states spouse is having latency and lag issues with his gaming, technician asks availability,  technician and *********** discuss schedule, *********** asks about computer card/network card, sends screenshots of speed test, technician states run a speed test  on  spouses computer to Wi-Fi for network card issue, spouses computer is getting internet better than ***********s computer does ,*********** states she will contact *** Media, technician states this is an Issue on internet provider *** Media side.
  
  Timeline of Events Summary: Business Phone Screenshots (Business response in dark grey, *********** response in light grey):
  Page ***** Screenshot: Dated Thurs, 02/27/2024 at 3:17PM -Thurs, 03/21/2024 at 1:02PM
  Summary: Technician suggesting other internet options **************** for internet prior to start of job order, ***********s third-party payment assistance company rejects application, reschedule installation due to $1,000 up font cost requested by third-party payment assistance company, ***********s spouse was approved for payment assistance by third-party company, third-party payment assistance help payment of $3,125.63 payment until customer accepted job order, our completion of the job order and job/work order was closed.