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:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My husband and I moved into our home on 12/28/2020. It is a newly built home, a custom home. We had a wireless security system installed and it also controls our carbon dioxide and smoke detectors. We did not want an alarm system contract; my husband handled the electronic details in our home. My husband passed away last November. Unfortunately, he did not have the opportunity to go over with me on how to operate the system. We never had any problems with the system while he was alive. Now it constantly beeps. I tried to figure out what the problem was, read the manual, and went online but the system doesnt give enough information to know what the problem is with the system. It tells me that the sensors on the family room window isn't working but we don't have sensors on the family room windows. Every 2 hours it beeps. I called ******************* at First Command Protection Services, Inc., and he told me that if I did not sign a year contract with him, then he would not help me. I told him that the system would not stop beeping and I didnt know how to get it to stop, it was keeping me up all night and he told me NOT TO CALL HIM AGAIN. I offered to pay him to come out and look at the system and go over it with me but he said until I signed a contract, he would not help me. I called the builder, and he gave me the number of an electrician, which I called, and the electrician tried to help me, checked the batteries, and looked at the manual but he could not help me because he said he did not know the system. He did all the electrical work on our home while it was being built but was not familiar with the alarm system. I cannot believe that First Command Protection Services, Inc., being a company, would refuse to help its customers. I would like to be reimbursed for the electrician's expenses, as well as file this complaint as I want potential customers to know what they will be getting if they decide to use this company.

  Business Response

  Date: 01/25/2024

  We installed the alarm system at this residence (***************************************************************) for ******* Custom Builders in December of 2020.  We warranty all systems and installation for one year.  We contacted the Groenigers when they took occupancy at the end of 2020 to see if they would like to use our monitoring service.  With this service, in addition to responding to alarm signals 24 hours a day, we are also available for on-site service calls and response to any technical issue with the system.  The Groenigers declined the service, but the system was still under warranty for one year.

  *********************************** contacted our office at the beginning of 2023 with a question about her system.  I walked her through the menu to determine that her system had a low back-up battery.  I explained the three buttons to press to stop the system from beeping and then told her where the battery was located as well as the closest store to her home where she could get a direct replacement.  I was happy to help her determine the problem and resolve the issue at no charge even though she did not use our service.

  *********************** contacted our office again a year later in January of 2024.  Her battery was low again and needed to be replaced.  She disputed why the battery would be low again after only a year.  I explained that a fully charged battery will last as a power back-up under normal use for up to 5 years, however power outages will deplete the batteries life span.  I suggested that as a means to circumvent the issue in the future, she should replace the battery every 1-2 years.  

  *********************** disputed my explanation and wanted us to come to her house for a service call.  I explained that we only provide on-site technical support to customers that use our service.  Since all alarm companies that I'm aware of use the same model of support to the customers that use their service, I couldn't recommend another company, but I did suggest that she contact an electrician.  I was cordial throughout the phone call despite her belligerent response.

   

  Customer Answer

  Date: 01/25/2024

  I am rejecting this response because:   I was not belligerent towards **************. I was upset because the alarm was beeping, at that time every 2 hours. I raised my voice,but I was not combative, I was trying to understand why he would not help; why he would not give me instructions on how to operate the system that he installed.  There was not any information filled out in the booklet showing what zones or even what that meant. When he would not give me instructions on what to do, I just asked how he would like to listen to the beeps every 2 hours and during the night as well. I had hardly any sleep because the alarm system kept beeping as well as I just lost my husband.I had to call him several times. He would not call me back, so when he finally answered the call, he would not come out and show me how to work the system, as a courtesy,thats when I raised my voice. The builder even called him for me, and the builder was shocked as well that ************** would not come out and show me how to work the system. The builder is the one who told me where to go to buy batteries for the system.  ************** was the one who lost his temper with me. He was very rude, and uncivil.  He did not walk me through the buttons, I told him what the system was saying. He told me to go buy batteries and hire an electrician,which I did. Last January, the electrician told me that it was not the batteries causing the beeping. I still had him replace the batteries. The beeps continued,I had several friends try to help and Im not sure how we got it to stop, they didnt even know what they did. We just keep pushing buttons. But now the beeps have started again this past week, and I once again called him for help.  He told me the same thing this year, call an electrician and dont call him. I called the electrician and replaced the batteries again,but replacing the batteries did not stop the beeping.  The electrician told me that he thought there was something wrong with the system because after he replaced the batteries, the alarm system is now saying that the sensors are not working in my family room window, which we replaced as well.  It is so upsetting to not know how to work this system.  Its been over a week now and Ive had an electrician over and hired an alarm system tech (finally found one from Angies List that would come out and look at my system, even though he only installs the units,thank goodness he had some compassion) but he wasnt able to get it to stop beeping. He told me the batteries were fine as well.  He couldnt get into the main panel because he did not have the installers main code. He reset the system, but the beeps did not stop. He called DSC and they could not help him without the code. No one knows how to work this system.  So, I have now spent $200.00 on batteries, $125.00 for an electrician, and $125.00 for the alarm company and the system is still beeping.  What am I to do if ************** does not come out and tell me how to fix this system?  Its his equipment, he installed the system, why isnt it his responsibility to take care of his customers?  He has cost me 10 days without sleep and almost $500.00 and the system is still not fixed.  ************** could be kind enough, and compassionate enough to take ****************************************************************** how to operate it, and find out why it's not working properly. 

  Business Response

  Date: 01/27/2024

  In response to Ms. ** most recent complaint, first I would like to clarify that she is not a customer of FCPS *** and has not ever been a customer.  We were sub-contracted by ******* Custom Builders (our customer) to install security systems in several homes in 2020.  One of these homes happens to be the one purchased by Ms. ******** Upon move-in, it is customary for us to meet with the new homeowners to explain and train them on the security system and offer ongoing support and monitoring via a contract, which the ** declined.  Per our agreement with the Builder, the system itself was warrantied for a full year after installation.  During the warranty period, no issues were reported with the system.
  As has already been stated, Ms. * contacted us in early 2023, stating that her system was beeping.  After taking the time to compassionately talk her through some trouble-shooting steps (although she was not a customer), we determined that the back-up battery needed replacement and I explained to her how to do this.  According to Ms. *, this resolved her problem for about a year.
  More recently, Ms. * contacted our office again on January 15th seeking more assistance, although she is still not a customer of FCPS. She states that she had to call several times and that her calls were not returned.  However, her initial call was on the 15th which was a Holiday and the office was closed.  FCPS did not return her call on the 16th because she is not a customer and we were quite busy taking care of actual customers who required service after the long, freezing weekend. We are a small business and must carefully allocate our time and staffing resources. When she called on the 17th, her call was answered.  When speaking with me, Ms. * reported that her system was once again beeping.  I patiently talked her through how to temporarily silence the beeping, how to power down the system and how to access the trouble condition menu to determine what was wrong.  Once again, it appeared to be a low back-up battery and she was once again advised to change it.  Ms. * then began sounding irritated that FCPS would not make a service call to change the battery and service her system.  It was suggested that she contact a handyman or electrician, someone who provides service on a case-by-case basis, as FCPS only provides on-site service for customers.  
  Per her most recent reply, Ms. * did in fact have difficulty finding a security alarm company that would provide service for non-customers.  The alarm tech she hired only installs the units, however he claimed that the battery was fine and could not get the system to stop beeping.  Why did he not just power the system completely down to stop the beeping?  As for the statement that he did not have the installers main code, to my knowledge, FCPS did not at any time program in an access code.  This is typically done during programming for a monitored system. However, it is common knowledge within the alarm industry how to default a code for access to programming.  FCPS cannot be held responsible that Ms. * retained the service of someone who is not qualified to work on her system.  The *** system in her home is one of the most widely installed systems in the industry. 
  Furthermore, Ms. ** claims that the builder reached out to me on her behalf.  I have not received any calls or emails from ******* Custom Builders regarding this matter.
  It appears that Ms. * wants to utilize her security system, but not have it monitored.  However, just like all other electrical appliances in a home, the security system may sometimes require maintenance or repair.  FCPS should not be responsible for ongoing service past the warranty date and has the right to choose what jobs it accepts. I chose not to accept Ms. ** job because it was not a good allocation of our small business resources.  However, to save the time of this and inevitable future requests for service from Ms. *, FCPS will offer a single service call, at no cost, to disconnect Ms. ** system.  Prior to disconnecting the system, we will ensure that there is not a code that would restrict programming access. This will stop the beeping and allow her time to find an alarm company willing to service her system without a contract.
  
  

  Customer Answer

  Date: 01/30/2024

  I have reviewed the business response and accept this resolution.  I will accept ****************** offer to come out and look at my system.  Please call me at ************ so we can schedule this appointment as soon as possible. I don't know how anyone could live with the beeping sound for as long as I have.  Thank you.