ComplaintsforImagine AV Inc

• Initial Complaint

  06/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a security system for residential house at the end of August. The cost was $4500 and we paid it immediately. Since then we've had numerous emails and telephone calls because it is not working. The lights are intermittent. We get absolutely zero notifications. Also it records butterflies and the wind. It is totally useless to us. We want our money back. We are unhappy customers. And they are not responding to us..

  Business response

  21/12/2021

  Please see all attachments for your review and to refute the customers claims that nothing works, they get no notifications and we never responded to them.  This customer, mainly the female, has been unwilling to accept our help and efforts to resolve any concerns they had.  Please not the reference to the case# in some of the attachments is for the CC company file.  This customer disputed the charge to the CC company as well, even without returning the equipment.  The customer says they cancelled a service with us, we have no service agreement to cancel.  The only service we provided was the install and set up of the products listed on the invoice.

  Customer response

  22/12/2021

  
  Complaint: ********
  
  To whom it may concern:
  Rebuttal to case #**********
  
  
  As Andy S**** says **** ******* and I, ****** *****, wanted to have a security system installed prior to our Mexican holiday. We had been communicating with ***** from ‘**** ********’ to install for several weeks before August 31, and because he was too busy, in the end, he recommended Imagine AV. We agreed to a system that was much more expensive than what ***** from **** had quoted, but we were assured that this was the finest technology and worth the money. We were very pleased that Imagine AV, worker Zarr, was able to come and even stay late the day of the install. Zarr set up our phones, gave **** a lesson and that is the last we ever saw of him. We have never reported to them that the system was operational.
  
  
  He installed five lights and cameras on our property. And with the app we can see 5 zones on our devices. Never have we received a notification on these devices. There is also a playback feature and when we go back to the playback, we can see in retrospect what has happened in the zones. The system is tripped by people, small animals, moths, leaves falling and rain. So in fact if we did have a robbery we may be able to see the perpetrator by reviewing it later. We would not be alerted when the robbery was happening.
  
  
  We have made the same complaints over and over, before we left for Mexico, and after we returned. We thought it would be prudent to wait to our till our return to see the system with our own eyes and ears and communicate to Imagine AV from our house. While we were in Mexico the system was of no use to us because it was not working…
  
  
  Our repeated and consistent complaints:
  _ “no notifications”, Mr. S**** says that notifications are” an additional feature add-on and normally aren't requested by customers and don't affect the performance operation of the system.” I can't understand why anybody would want a security system that does not alert them to intruders.
  -the most important camera for us is the one at the back beside ****' workshop as he has many expensive tools. The light there has never worked and in fact was not working when Zarr left the property on August 31. We continue to reiterate this to them.
  -initially the system was too sensitive and on playback we could see every mouse and leaf rustling. This was modified by head office and is still too sensitive.
  
  
  This is the first time in our lives that we have made a complaint again
  
  So we sit here with five cameras and in terms of security can't see howst any company. We are tolerant reasonable people by all standards. **** has spent many hours trying to make the system work from his end. We have sent emails and he had a long conversation( at least 45 minutes )with both Andy and Zarr,  expressing our unhappiness.
   it is giving us any.  So I repeat, it is absolutely worthless to us.
  
  
  ** * ********** * **** ******** *** ******** ******* *** ******** ** ********  ********* ** ******* ** **** **** ** *********** ****** *** *** ********* ********* *** ** **** **** **** *** ************** ** **** ********* *** ***** **** **** **** ** ******* *** ****** ******* *** ** ******* *** ***** *** ** ****** ** *** ********* ** *** ********* * **** **** ****
  
  We are very happy with the Wi-Fi door lock and would be happy to refund the $379.99 for the product and parts, and the $125 for the labor.
  
  
  ****** *****
  ********* ******
  
  
  Sincerely,
  
  ****** *****

  Business response

  01/01/2022

  To whom it may concern,

  This customer has refused our help and assistance with the their system from their first complaint. The only thing that has been offered to our company as a solution to their issue is a full refund of their custom installed camera system that was confirmed working by the customer in the previous provided emails. This installation took over multiple hours to complete and their issue that they are claiming makes their system "totally useless" could be resolved in a 1 or 2 hour service call, but unfortunately after our company has made many attempts to provide this service work, they have only just continued to request a full refund. 
  
  This customer had concerns of home security before leaving for their trip to Mexico. They hired our company and requested a rush install of a camera system for their home. It is in our opinion that this customer had the full intention of returning this product as soon as they returned home from their two-month vacation. 
  
  This customer has submitted a ********** charge-back with their credit card company claiming that we provided them a "digital subscription" and that they are "canceling" the service. This was a sale of delivered physical goods and custom installation of these goods, clearly not a "cancellable service". We have already had the full amount of this work invoice deducted from our bank account and are currently within a dispute over this claim.  Also the customer has made references to not being able to find customer reviews carries no weight in this matter.  I offered referrals from past or current customers and they were not interested at all.  The only thing this customer has been interested in is a complete refund and nothing less.
  
  Our points are as follows, 
  
  - Customer refusing our help/service to resolve their dispute. 
  
  - Customer has only requested a full refund from their first communication. 
  
  - Customer claims their system is not working when we have already provided evidence that it is and with notifications as well. 
  
  - Customers has committed Charge-Back ***** with their credit card company to force a temporary refund from our company. 
  
  - Solution to their dispute would only take 1 or 2 hours and is very likely due to a apple software update which is completely unrelated to the operation of their camera system. We have already submitted evidence to prove this. 
  
  BBB, 
  
  Please accept our apologies for your company having to deal with this complaint. This is unfortunately a ********** claim and we please ask you to close this case and remove the complaint from our company profile. 
  
  We very much appreciate your time, 
  
  Imagine AV

  Customer response

  04/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.
  I have already sent you a detailed response to this letter within 48 hours after receiving it. * **** *** **** ** ** **** **** *** ******* ********** ****** *** ** **** ** *** *** *** ******* ** *** * **** *******
  
  Sincerely,
  
  ****** *****

  Business response

  06/01/2022

  BBB

  I will reiterate one last time.  This customer has refused any help to make this system work the way they want it to.  A camera system such as this does not function the way a customer wants right out of the box.  The system is recording properly and functioning properly.  Notifications are working but if they need to be adjusted it has to be done with input from the customer and we have shown that in previous documents with regards to communication with this customer.  This customer has done nothing but request a full refund from us since being back from their holidays after getting the benefit of having their home covered with security cameras.  They have only tried to work with us once with regard to making adjustments and that is also in the previous documentation.  We could probably get things dialed in on this system with another service call or maybe two.  My question is if this is something the customer really wanted why are they so resistant to having adjustments made to have it function the way they want?  If this was something they were serious about keeping any reasonable consumer would be willing to have the necessary adjustment s made to meet their needs.

  They have been very persistant in asking for a full refund saying the system is worthless and doesn't work since the beginning of this process.  The system does in fact work and it gives notifications as well.  This customer is unwilling to work with us and in all my years of experience, **** ***** **** **** *** ******** ***** * ********** *******.  **** ** **** * ******** **** * ******* **** *** ********* ** ********* ** ***** ** *** ****** **** ******* *** *****  If this system is something they truly want and want to keep, they would work with us to get it to the point that meets their needs!  Since we would not refund them their money they have gone to great lengths to do whatever they can to get their money back, including making a ********** chargeback claim to their CC company.  I have had this company for over 16 years and have never been met with such resistance from a customer to make things work right.  Nothing is defective, it just needs some time to make adjustments to meet their needs but they are unwilling to do so.  I have never had to deal with the BBB before as we have an excellent track record with our customers.  I feel this customers claims are unwarranted *** *** *** ****** ***** **** **** ** ***** ** *** ********.

  Sincerely,

  Imagine AV

  Customer response

  06/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:Complaint: ********
  
  
  I am rejecting this response because I do not have a working alarm system despite what Andy S**** says.
  In Andy S****'s first letter he says that notifications are optional. Then he told us numerous times that notifications could be tweaked from head office. And now, for the first time he says" we could probably get things dialled in on the system with another service call or maybe two". We have never been offered a service call. Each of our communications were met with a reassurance that they could fix things from afar. 
  
  
  As of today we have a light that has never worked, no notifications. No security.
  
  
  And I ask again -Where is any rating from any customer on line - “after 16 years in this company”. We were not offered “referrals from past or present customers”.
  ** *** ***** **** ***** As customers we feel *******. Customer service has been abysmal.
  
  
  PS. Andy S**** has never been to our house. He may not have his finger on the pulse of what is happening or not happening in his company. ** ******* ** *********
  
  
  
  Sincerely,
  
  ****** *****

*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. ↩