Complaints

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:09/24/2024

  Type:Customer Service 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.

  HIS Security installed a home security system approximately 1 year ago. For the first 6 months (approximately) the system had a significant number of issues including:
  
  Door sensors malfunctioning
  Smoke Detectors Malfunctioning
  Door sensors falling off the door
  Failure to connect to internet
  Tamper issues due to sensors falling from door
  
  In addition, a sensor was attached to our basement door in such a way it made contact with the door/frame when the door was closed. When the sensor was ripped from the door it damaged the door frame. The door frame was modified but the sensor continued to fall from the door and was eventually replaced with a different type of sensor drilled into the door.
  
  The company replaced multiple sensors, and eventually modified the control panel to uncover an antenna, which was mounted in the wall to allow better connection to the sensors. This seems to have corrected that issue.
  
  Payment was withheld from the company until the system was functional. I feel certain, even though the system designer and technicians were pleasant, the company would not have addressed the issues in a timely manner if payment had been made. Payment was made when the system was operational.
  
  Issues with the automated payment system resulted in a return of monitoring payments. As of the last contact our account was overdue approximately $100.00, which has been paid. No questions on this, this was our fault as I was slow to correct the billing issue.
  
  An employee named Kevin, from the business office, in attempting to collect that debt, resorted to unusually aggressive tactics, calling many times in a matter of minutes on numerous occasions, in violation of fair debt collection practices. This harrasment continued for days. His behavior was disturbing. The calls came from what appears to be a personal cell phone. On speaking with ***** he verified the number shown on the attached photos.

  

  Business Response

  Date: 10/25/2024

  In response to Mr ******** submission. 

   

  We installed a system for him on 2-7-24 and when we processed payment, it was declined. We had a few technical issues with the installation and could completely understand Mr. ****** not wanting to pay in full until all of these issues were resolved.

  Unfortunately, there was a manufacturer bulletin about and issue with an internal component that we were unaware of at this time. We returned on 4-2-24 to rectify this issue as well as an issue with a contact that was improperly installed.

  The next day Mr. ****** called back and stated his panel was not connected to Wi-Fi. Although the system uses a dedicated cellular connection that was working properly, we dispatched a tech to troubleshoot and found the customers router simply needed a reboot.

  Mr ****** experienced yet another problem on 6-20-24 which we again dispatched and resolved at no charge to the customer. At this point Mr ****** provided a check to the tech only to find it was postdated. Upon us depositing the check, it was denied funding. 

  From this point forward we had emailed, texted and called countless times to try and get the payment resolved. Finally on July 24th Mr. ****** paid the initial amount via our online portal.

  On 8-2-24 Mr. ****** responded via our messaging service that his check was continually being re-submitted for payment. We contacted our bank on his behalf to try and resolve the issue. We were notified that the 3rd party service the bank uses will try to re-process a check that was denied due to insufficient funds. We then explained this to Mr. ******.

  We then had issues with the monthly subscription payment that was denied for the months of 7/1/24, 8/1/24, and 9/1/24. We made multiple attempts to contact Mr. ****** about this issue, via email, text, and phone. Mr. ****** did not respond to any of these methods of communication.

  As Mr. ****** stated we tried calling several times in a row to try and reach Mr. ****** as all other means had failed and we were going to have to submit a disconnect of service and turn over to collections. As we NEVER like to have to take this route, we made a final attempt to resolve. Mr. ****** did finally answer the phone (we do have the reorder call) and proceeded to berate my employee for trying to collect a past due debt.

  Mr. ****** did go online to make the payment and inquired about a customer number via our text/chat service, in which again, Mr. ****** berated my employee by our chat/text service "How do I obtain my customer number? The moron, Kevin, in your business office sent an invoice without the information required to make an online payment."
  
  We did finally receive billing information and the customers system has been functional with no issues since the July service call.

  I was informed of the situation and the attempt to collect a past due debt. I investigated the situation internally and found my employee was simply performing his job to the best of his abilities as he was trying to collect severely delinquent payments from Mr. ******. Our management team discussed the situation and after evaluation, it appeared that Mr. ****** was upset with the fact ***** was persistent in collecting this past due debt, and that it appeared everything was in place to move forward without further incident, until we received this complaint from Mr. ******.

  After nearly 15 years in business, we have been a complaint free business with the BBB, which I believe speaks to the validity of this  complaint. 

  I am not sure what resolve is requested, as there was not one asked for in this complaint.

  If you have further questions or if more information is needed, please feel free to reach out to me.

  Thank you,

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

  Vice-President

  His Security & Technology, LLC