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Business Profile

Security Systems Consultants

Western States Fire Protection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems Consultants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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  • Initial Complaint

    Date:12/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On 6/12/22, we received frantic calls from our 5 tenants at our retail and office building at *** * ** ******* ** saying the fire alarm was blaring.

    API installed the wireless system and were the only provider since it was installed. They decided to 'sunset' their communication device which meant they would shut down the monitoring connection but still charge us for their service they could no longer provide. The claim they warned us about the disconnect but they did not. They also stated they never tested the system to know what would happen if they disconnected service, which is a basic test they should have done.

    After they disconnected the service, all alarms through the building went off. There were 5 tenants who were disrupted and we all started calling the API to request help in shutting off the alarms. The dispatcher said we were 'low priority' since it was not a real fire and did not respond for several hours. All the businesses had to shut down for the day, including a SD State medical facility, ****** ********, 2x Salons, and a Casino. There was thousands in lost revenue and dozens of medical patients who had to be rescheduled or couldn't get prescriptions because they classified the alarms as low priority.

    They finally sent someone to shut off the alarm and fix their communicator. It was very basic service that took less than an hour. The company not only did not apologize for shutting down the building for a day but they sent a bill for 5 hours of labor at $130/hr. This is far more time than they actually spent so they were billing for work not actually done. I have 2 tenants that can attest to the time they spent.

    I explained to API that we would not be paying this ridiculous bill, yet they sent it to collections.

Western States Fire Protection is NOT a BBB Accredited Business.

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