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Business Profile

Security System Monitors

AFA Protective Systems, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for AFA Protective Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

AFA Protective Systems, Inc. has 4 locations, listed below.

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    • AFA Protective Systems, Inc.

      155 Michael Drive Syosset, NY 11791-5319

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    • AFA Protective Systems, Inc.

      10 Skyline Drive Hawthorne, NY 10532

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    • AFA Protective Systems, Inc.

      519 Eighth Avenue New York, NY 10018

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    • AFA Protective Systems, Inc.

      170 Eileen Way Syosset, NY 11791

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:10/02/2023

      Type:Service or Repair 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.
      My stepdad and mom the Wienerkur's at ******************************************************************* (account *********** passed away and we now are getting the home ready for sale. I came inside the home on Mon 9/25/2023 to the alarm blaring because we had disconnected the phones. I was told the only way to stop it was with a service call. The serviceman came and set it up so the alarm was no longer central station but would ring if someone tried to enter or there was a fire. He let us know that the box was in very bad shape. It has only been looked after by this company. I came into the house on 9/26/2023 and sure enough the alarm was blaring. So nothing was accomplished the day before. At this point we do not want to deal with this anymore and asked for a partial refund. After multiple calls billing agreed to a $25 reduction in an over $200 bill. That is unsatisfactory. Effectively nothing was accomplished in the service call. My brother could have pulled out the alarm box for free! We are seeking a greater reduction in our bill. This is unfair.

      Business Response

      Date: 11/01/2023

      I spoke with ********************** regarding the service call and the bill which she felt was excessive. After our conversation, we agreed to a dollar amount satisfactory to both parties.

      Customer Answer

      Date: 11/01/2023

      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. We got a reduced bill and it is agreeable for all of us. We will pay them tomorrow. Thanks for your help.

      Sincerely,

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



       

    • Initial Complaint

      Date:03/10/2023

      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.
      AFA Provides fire alarm monitoring to my 3 family home as required by ** **************** I Pay a monthly fee for this service which is approximately $ ***** per annum. In Addition, I have second contract with AFA which is a maintenance contract where they agree to maintain the equipment. The Fee for that monitoring contract is also approximately $ ***** per annum. Recently the Fire Alarm was triggered and was in continuous alarm mode all day which was irritating to my tenants. I called AFA to come resolve the issue. they discovered that the back up batteries had expired and they replaced them. the technician told me that batteries should be replaced every 2 years as part of maintenance contract. i was shocked that AFA then sent me a service bill for $ 800 and demand payment for the service call.

      Business Response

      Date: 09/15/2023

       

      His complaint seems to be about the charge for the batteries.  I reviewed both contracts and extracted the corresponding paragraphs on both stating that batteries are excluded.  It appears he called to dispute the service bill he received for approximately $800 dated 2/20/23 on 3/10/23.  The bill was actually credited as an accommodation on the same day so I dont know why a complaint was even filed.  Hope this resolves the matter.  Thank you. 

      Paragraph 32 of the monitoring contract states:

      pic 1

      Paragraph 12 of the inspection and maintenance agreement states:

      pic 2


    AFA Protective Systems, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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