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:01/25/2024

  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.

  I had Olympic Security LLC reach out to what i thought was a good deal now since its been installed since 11/22 it has not worked tried calling numerous times no answer and we keep paying for this which is over 300 a month. We are a small business this is killing our cash flow. we apparently signed a 60 month non cancellable agreement but i think that is a crock we are dealing with their payment processer since we cant get a hold of them to get this taken care of hopefully we can get somewhere but we want all this removed since business is a fraud and if we cannot we will file in court and get the lawyers involved.

  

  Business Response

  Date: 01/26/2024

  We are proud of our availability and full access we provide to our customers, and are a bit surprised about the claim that we could not be reached.  Our main number that has not changed for 15 years is answered 24 hours out of each day.  We have a tech support team to assist with alarms and surveillance systems during our office hours and assigned tech support reps for after hours calls.  In addition to the phones, our website has alternative ways to contact our team (email, chat).  We do want to make sure you are getting value out of the alarm systems, and can provide support and/or training if needed.  

• Initial Complaint

  Date:09/19/2023

  Type:Order 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.

  In May of 2022 one of their salesman showed up at my office to sell me a security system. They indicated it was a 5 year contract so I said I wasn't interested. My contract as an independent contractor was only for 13 months. It did have the ability to get renewed but was not guaranteed. The salesman said that if the business ceased to exist the would come get the equipment and cancel the contract but otherwise I would have to fulfill my 5 years. I signed up. Now August of 2023 the business shuts down, I call to cancel and they indicate that they can move the equipment to my home but they can not cancel the contract. I explained what the salesman told me and his response was that the salesman no longer works for them. He said he would try to get an owner to call me to discuss it. That was August 24th. I have not heard from them and I've been charged another month of service.

  

  Business Response

  Date: 10/18/2023

  We would like to assist ******************* in the best way that we can.  Whenever a customer goes out of business we offer the option to move the alarm system at no charge to a new location, or assist with transferring the contract to a potential new owner of the business.  It seems that there was a big miscommunication about the contract terms with ******************* and our rep that met with him to sell the alarm system.  At the time of the sale there were multiple documents showing the contract terms.  The installation of the system was scheduled for a different day with a different rep, when at that time, the customer was presented with a docusign of the contract.  This official copy of the contract detailed the terms.  Again, we are sympathetic to *********************** position, and want to do anything in our power to assist.  We will reach out again and provide those suggested options.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20625409
  
  I am rejecting this response because:

  I understand how the contract is written. I reviewed it with an attorney after my conversation with your representative when I called to cancel. If this was a contract issue you would be hearing from an attorney, not BBB. I contacted the BBB because this is an ethical business issue. ************* lied to my face to get the sale and now the company is unwilling to follow through on a discussion.  I feel this is something other potential customers should be aware of before doing business with Olympic Security.  I already discussed with the representative that my home has a wired alarm system with door, window and motion sensors.  I expected you salesman to know your product, contract and general practices. I would not expect a salesman to be so unethical in a national company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/31/2023

  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.

  We purchased the security system and make monthly payments of ****** per month. Purchased on 4/27/22. We have cameras on our house as well as cameras in our barn to watch our animals. The cameras in the have been out for over a month and we can not get them here to get them up and running. This is the 3rd time this has happened. We get a power surge and lose cameras in the barn. We have contacted them multiple times and given the runaround. We are having babies and need the cameras up and going. We lost 2 baby alpacas already this year. We were told it doesn't matter if you make payments like on a new car they still don't fix it. We said yes they do the dealer fixes it.

  

  Business Response

  Date: 02/13/2023

  A technician serviced the camera system this morning.  He found the root cause of the problem and replaced that device.  System now functions properly.   We understand that it is frustrating for the equipment to go down and losing the video feed and our service team took longer than we wanted to get back and fix the problem.  We feel we have now resolved the issue and have confidence that the equipment will continue to function as expected.

• Initial Complaint

  Date:12/22/2022

  Type:Sales and Advertising 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.

  These cameras have been endless nightmares when the salesman signed us up, he stated these would record way longer than our current cameras. Our older cameras last 3 weeks of data. We no longer have those connected as we decided to trust the company os technologies. Our tire camera in the rear had been out previous for almost 3 weeks, I had made multiple attempts to get repairs made and finally had to look up tutorial and do it myself, a month and a half later I finally receive a call back. Called in today 12/22 spoke to one guy he said ****** is the only one who can help me and he would be in, in 15 minutes. I had to call again an hour later, right away he makes excuses how he was already dialing my number at that very second I called him. We stated we had tools come up missing and needed camera records and he said I don't have that, it only records 7 days which wasn't what told to us. Then he said it saves in the cloud for 30 days, I then asked for that, he stated our cameras went down due to our internet. We have a operating business that solely uses internet daily, even more so hourly. We then stated it is a camera issue then and it needs fixed and he stated I don't have to do anything. From the beginning of the conversation he was beyond hostile right away. We would like to get out of contract if they aren't able to repair faulty cameras, and or offer any support without a attitude. This is not a company we want to use, we were better off with our previous cameras, there is no point in cameras if they are unreliable and don't work when you need them too. We would like them repaired, and money sent back for when they don't work as a supplement, as now we are out a loss of the tool that was removed from the cabinet that we weren't able to track due to this companies faulty cameras. Also see below less than two weeks ago it went online and offline continuously, the cameras have issues and need replacement or repaired.

  

  Business Response

  Date: 01/02/2023

  We have opened a service ticket to send a tech to the location and service the cameras.  We understand that it is frustrating when items are stolen and the camera footage does not capture the activity.  Our tech support team is limited in what they can do when looking for images of past activity.  We can only make changes to the settings to affect future recordings.  During the service call we will make adjustments to the camera settings to adjust the reliability of the wifi connection and length of history the video is saved.

  Customer Answer

  Date: 01/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will not be satisfied until repairs are made in the past it takes an excessive amount of time to have a service tech come out, This needs to be addressed sooner than later and at this point in time I have not received an email stating the ticket was put in for service nor have I received contact from them in regards to any dates they will be out to access the issue.  
  
  Sincerely,
  
  *************************