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Business Profile

Smoke Alarm Systems

Scarsdale Security Systems, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smoke 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 status

Complaint type

  • Initial Complaint

    Date:11/14/2024

    Type:Billing Issues
    Status:
    Resolved
    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 activated the monthly alarm monitoring service six months ago and no longer wish to do business with this company. I am charged monthly yet I cannot cancel. I have been told that I unable to cancel my services for five years without paying an exorbitant penalty due to a contract in place that I believe is deceptive, unreasonable and predatory.

    Business Response

    Date: 11/14/2024

    We have reached out to the customer directly to let them know we will waive Section 5 of their contract that states if a customer defaults prior to the expiration of their contract term, then they are responsible for 80% of the remaining amounts owed on the contract. They may cancel at any time and we will not enforce that provision of the contract.

    Liquidated damages in the alarm industry are standard clauses and allows companies to provide lower monthly monitoring and/or installation fees in exchange for a commitment from the customer that they will use the services for the term stated in the contract.

    I have attached both the original contract and our email to *** ******* I did try calling him at the number provided but there was no answer and his mailbox was full so I couldn't leave a message. I have also inserted the text of the email to *** ****** below.

    We hope that this resolves the issue satisfactorily.

    ***** ******* ***** *********************************************************************************************************

    ***** ********* ******** *** **** **** **
    *** ******************** *****************************
    *** ***************************************************************************************************
    ******** ************ ** ********

    ******

    I just tried calling you. ***** asked me to review your account and the early termination fee.

    While it is technically correct that you are under contract for 5 years, and that there is a provision allowing for liquidated damages/balance of contract in the event of default prior to the expiration of the 5 year term, it is always our goal to work with our customers and understand that each situation is unique.

    Given that you will be undergoing an extensive renovation for an extended period of time, we agree to waive section 5 of the contract in full. We will not be charging you, or attempting to collect, any additional amounts beyond what you have paid as of today.

    I understand from ***** that she has already forwarded to you a cancellation form. Once you return it, then we will process the cancellation and send you a email confirming that your account is cancelled and no additional amounts are owed.

    I apologize for any distress this has caused you. Please feel free to reach out to me directly if you have any questions.

    Thank you.

    --

    ******* *****
    ********* *** **** ***********
    **************** **********

    ************
    ************ ****** *****


    Customer Answer

    Date: 11/15/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  As promised in ********* email, I have received confirmation that my account is cancelled and no additional amounts are owed. 

    Sincerely,

    ***** ******



     

Scarsdale Security Systems, Inc. is NOT a BBB Accredited Business.

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