ComplaintsforSafe Tech Alarm Systems

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Started with them June 23 2022 - invoice kept changing & new unapproved or invalid charges were added - engagement also included setup of ***** to all existing speakers in our home, inaddition with cameras, doorbell & alarm setup - engagement on Jun 23 was agreed that once all work was done payment will be done then - All installed items had issues where equipment would not work as intended & difficult to get them back on site to fix their issues - took months to get this done & for issues to be resolved and to this day we still have issues & work to be completed - have tried to get them to finish / comply with endless texts & emails always having to on my end push them to get to end of job - I think they believe I will just get tired and give up and just pay their invoice - I have asked numerous times to have a meeting with the owner Shawn but that has never happened & I have demanded unapproved new charges to be remove from their invoice - My last contact that I started again was yesterday asking again to speak to Shawn & was told I would hear back today by noon but once again no contact - Yesterday their support rep came on site to fix issue with their NVR for cameras they setup as it would not permit us to access the menu. They told me it must be something I did with our monitor to not gain access, again passing the blame off, but as per their inability to setup the equipment properly I knew it was not us. And as per their tech rep he confirmed during their setup of the equipment the mouse link was shut off so we were not able to access the NVR admin screens - We still have issues with the alarm that they caused but refuse to fix & the ***** have not been setup as required - There is full email & texts as a trail of all the communication with them, detailing above, as I always make sure full disclosure and communication just in case things dont go as planned which is what has happened here. Attached as much as possible but there is alot more

  

  Business response

  16/01/2023

  There seems to be some confusion and misunderstanding of the scope of work involved.  The client hired us to takeover existing alarm system and upgrade existing camera system.  The existing alarm system had 20 years old acoustic vibration contact sensors that are required to be reset after going into alarm.  As client has continuous contract work being performed in the house by numerous contractors, these devices are going into alarm.  Client does not like having to reset them.  We have offered to replace same with new contacts for free, even though we did not install these devices.
  

  During the camera system installation, the scope of work changed, the recorder was upgraded , a POE switch was added and cameras were relocated and new wires run at the request of the client.  Client has objected to paying for some of these changes.  We have now revised camera invoice.
  

  The client brought an old ***** sound system from her previous home and desires SafeTech to install it for her.  It was explained to client that SafeTech does not install audio equipment; however, we may be able to refer someone to assist her.  SafeTech did not estimate or charge her any amount of money to provide audio installation services.  One simply needs to read the list of itemized products supplied and installed as stated in the alarm and camera agreement to find no mention of sound/audio equipment services to be performed.
  

  Even though we have not been paid for any products supplied and services rendered to date, we continue to provide our services.  We have sourced out a 3rd party to assist client with the ***** sound system installation.  We have dispatched a camera technician to install her new 4K monitor which had to be set up properly through camera software.
  

  Our intention from day one has been to assist client with the use of our installed products, even though our original scope of work is complete we continue to technically support the client.  We hope to resolve outstanding issues and look to find an amicable solution.
  
  Sincerely,
  Sean O.
  President & CEO 
  SafeTech Security

  Customer response

  16/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My objection is the comments made by Sean O. which is far from reality, and tgere is substantial proof to support my objection to his response.

  Regards Sean has sent his tech crew to fix what they broke, did not set up properly and had to reinstall or adjust the equipment so it can be used as intended, and to resolve the setup of the *****

  Their alarm tech cane on site last week Fri.  Instead of replacing the contacts with comparable contacts that their new install *** can support, they are simple contacts and where the glass break alarm that have now been removed, we have no glass break alarms.

  They sent a revised invoice last week but it once again has charge for their effort to fix their errors.  Unfortunately this issue continues and we definitely intend to dispute.

  For ex The new invoice has a charge for tgeir rep that had to cine on site to adjust tgeur NVR to accept the use of a mouse as THEY had shut it down upon install.  This issue was such, that their onsite tech had to call their other tech who was offsite and who had installed the NVR to open up the operational system to enable access using a mouse

  Will need to see what happens by end of next week when hopefully all the issues get resolved.

  At this point ... the disappointment continues as this company is a mess.  They make mistakes and have the audacity to charge tge client to have their mistakes fixed.

  
  Sincerely,
  
  ****** ******

  

  Business response

  14/02/2023

  We have responded to all client concerns and are talking to the client regularly. We continue to provide 24/7 security monitoring services to the client.
  
  She has asked that we provide additional alarm detection equipment and the final visit has been scheduled for February 16, 2023 (Thursday). 
  
  Please let me know if you require additional information.
  
  Best Regards,
  ***** ********
  Accounts Receivable
  SafeTech Security

  Customer response

  15/02/2023

  Complaint: ********
  
  I am rejecting this response because:

  NOTE ... apologies for the long response.  But this has been beyond stressful and gone on for far too long.

  The response from SafeTech is not accurate.  They were to be on site tomorrow Feb 16 2023 but that has now been cancelled by SafeTech because I am not agreeing to their demands and acceptance of the issue and resolution requested.

  This notification today sent to me by BBB from SafeTech states I have requested for additional equipment but that is not the truth.  They are required to come and install what they had to remove from my prev system, that was working, for their new system, where I was told current window contacts would continue to work which was not the case.

  This engagement with SafeTech is serious and may end up in court. 
  I received and email today once again stating I was not telling the truth about the missing alarm siren, stating their alarm tech never entered into our garage, thus he never removed the siren that was already installed as part of our own alarm system.

  i proceeded to send them a pic of the new Teleguard equipment their alarm tech installed in the same spot where the siren use to be located.

  SafeTech continues to deflect responsibility and put blame on me indicating additional charges were a result that I requested additional work or changes, where I once again have had to provide proof and sound reasoning why their tech had to come back on site to fix THEIR ERROR ... with incorrect installation.
  SafeTech believes they can just throw equipment into a home without following direction or proper setup.

  i would appreciate if someone at BBB can contact me and I can discuss what doc proof re emails and texts you would want ... as there is allot. 

  As I started to sense that things were not going well with SafeTech I ensured I document everything in case things would get to this point.
  SafeTech stated today, for eg I signed their alarm contract, which was only done once their alarm tech was on site and attempted to install their new *** control system.  Where I reminded them it was only signed as acknowledgement their tech did install the equipment but I cannot agree to their contract and cost terms as I was not aware of them.  I stated that on that contract.
  Note for example ... that contract should have been reviewed and signed before the install.  

  SafeTech stated their contract indicated that they would not be responsible for the system would not work.  But that was NOT what was discussed and agreed when their sales rep Steve strongly pushed us to put in a new *** system as it was an older model and at some point in the future it may breakdown.  

  The alarm system worked prior to the upgrade which was verified by Steve prior to the change, so there was no real need to upgrade.  It was then when I raised my concern with Steve that we did not want walls broken to install their new system as we did not want wireless as thieves have a way of blocking wireless systems.  But Steve confirmed that the existing contacts would work and we would have no issue as the new control panel will work with the existing window contacts. 

  This is a huge mess as the issues are not only with the alarm but with the cameras and doorbell.  SafeTech is a horrible company where they have failed to complete what is needed to finish this engagement.

  I have asked to speak to the owner Sean O. since last summer when these issues came to the surface and to date I have not heard from him.  

  My email response back to SafeTech today , I have once again requested to speak to Sean and that if I do not hear back by this Fri with their agreement to what is required to finalize what they need to complete and provide, I will then proceed to engage another company to complete what is needed and then deduct this cost from what I owe them.

  I can be reached at home ************

  Apologies for the rambling but this is just a mess.

  Sincerely,
  
  ****** ******
  
  

  

  Business response

  28/02/2023

  SafeTech was hired to takeover the customer’s existing security alarm system.  The customer, after discussion with our loss prevention expert chose to upgrade their existing system to a new panel, 2 keypads, and installation of a *** cellular communication device at a cost of $445 + tax.  This agreement was based on the customer entering into a 3 year agreement at a cost of $36.95/month + tax, and reduced to $29.95/month + tax at the request of client after installation complete.  The consumer signed the agreement on July 6, 2022, acknowledging to the terms and condition which states that all existing alarm devices ‘as presently installed’.  If existing devices are inoperable and customer wishes same to be replaced, customer agrees to pay SafeTech for any and all replacement costs incurred. (*** ******** ***** *** ********** ** *** ********** ***** ************** *** **** ******)
  
   
  
  The customer has undergone renovations and the existing acoustic glassbreak/contacts were opening up due to contractors on site.  We believe that construction is now complete and SafeTech is agreeing to arrange for our technician to install the additional 7 glassbreak detectors on site at no additional cost to the customer.   However, the customer will need to agree to pay for the 10-Port Gigabit switch that was never part of the agreement.  This 10-Port gigabit switch was required for the customer’s ***** audio system to work.  SafeTech did not agree to install the ***** audio system for free.  SafeTech is not knowledgeable in ***** systems and on good faith, we consulted with a third party who was able to assist.  Our third party consultant has billed $600 for the installation of the ***** audio system, and we are not billing the client for this work.  See attached invoice from Solutions for the installation of the *****).
  
   
  
  Thank you,
  
  Sharon

  

  Business response

  13/03/2023

  Alarm System:

  SafeTech was hired to takeover the customer’s existing security system.  After careful consideration with SafeTech loss prevention expert, the customer chose to upgrade their existing system, to a newer *** model, with 2 new keypads and a *** cellular communication device at a cost of $445 + tax. All existing devices were reconnected to the new *** panel and tested to the Central Monitoring Station.  The customer had 9 discontinued 17-year-old ******** acoustic glassbreak/contact sensors previously connected to old system.  It was determined that these sensors were faulty and too sensitive as they were opening easily. Our site technician believes some had been removed from programming prior to our taking over the alarm system. The customer agreed to replace the acoustic sensors with window contacts. SafeTech did not charge for the replacement contacts, even though our terms and conditions state that all existing alarm devices ‘as presently installed,’ and if existing devices are inoperable and customer wishes same to be replaced, customer agrees to pay SafeTech for any and all replacement cost incurred.  At present, the alarm is fully functional and communicating to the central station. If the client wishes to install additional glassbeak sensors, customer will need to pay for them.Camera System and Video Doorbell:The customer agreed to a 4-camera system with Video Doorbell at a cost of $3,990.  Following installation, customer wanted to relocate a camera and a SafeTech camera technician returned to move camera at no charge. The customer later purchased a 4K monitor on their own and asked for a technician to connect it. SafeTech returned to job site and installed client’s monitor and did not receive payment. ***** Audio System:SafeTech was not contracted to install ***** audio equipment.  Client insisted we install her used ***** system from her previous home.  SafeTech enlisted in a third-party to assist the customer.  SafeTech paid $640 to third party to install the *****.  We did not bill the customer for this work even though it was never part of the agreement. The customer also refuses to pay $399 for a 10-Port POE gigabit switch that was needed to support the ***** equipment.Summary of Work:Upgraded alarm system and keypad = Free (orig. with 36-month contract @$36.95 mo. now changed to $29.95/per months)Installed *** cell communicator, upgrade to 64 zone panel and add 2 Keypads = $445 (below cost).Replace 9 acoustic contact sensors with magnetic contact sensors = freeInstall second siren in garage = free (in future)Install video door bell and camera system = $3990    Visit to move one camera = freeVisit to inspect ***** system set up = FreeVisit to install client LED Monitor = freeVisits to install ***** system = free (paid sub-contractor $640 plus tax)  Visit to install 10 port POE gigabit switch = $399 (client refusing to pay)Visit to install 7 wireless glass breaks / 1 repeater = TBD (client wants work done for free)To date SafeTech has not received any payment for supplied labour and materials.  ****** ****

  Administration & Client Services Manager

  Customer response

  21/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please note ... I left a voice and email message with ******* ** **** **, my contact at BBB, requesting more time to properly respond.

  This constant back and forth trying to deflect SafeTech **** and *********, ineptitude to install and complete the service products is to much and getting out of hand.

  My time is limited and to properly put the entire set engagement in chronological order using the numerous emails and text, is going to take some time as there is alot.

  My engagement with SafeTech just keeps getting worse.  Sometime last month, mid Feb, when we activated our alarm for the first time since the activation was fixed by SafeTech in Jan 2023, and the alarm went off for no apparent reason (another issue raised to SafeTech), and where from our driveway we could not hear the alarm but only heard it once I approached our front door area, on the outside, as I needed to go back in to get my medical support accessories, I could hear the subtle noise of the siren from the main alarm board.

  It was then when we discovered their alarm tech removed our alarm siren from our garage, without our approval; and used that electrical setup to install the new *** type of equipment ... hence why we could not hear our alarm go off from the driveway.

  When we questioned SafeTech, Sharon my main contact person at SafeTech, stated their alarm tech explicitly stated he NEVER entered into our garage area.

  Interestingly ... the various pics I sent them shows differently, since the new *** was installed in the garage. I remember their alarm tech stating something about not being able to get the needed reception for the *** in the basement where they are normally installed, and so he had to ask to get into the garage to find a spot for it.

  I guess their alarm tech took it upon himself to take a short cut, which sounds about right how the entire engagement went with SafeTech, where he could avoid having to run new electrical power to support the new *** equipment.

  This is gross negligence and a serious issue created by SafeTech.  There is a reason why alarms sirens are placed in garage or where they could be heard externally ... to warn the home residents not to approach their home as there is an issue / threat and for neighbors to be advised there is an issue as well.

  I am not surprised there is silence on their end on this issue as they have been once again caught with their pants down.  Their lies and bold denials have been exposed.  This is nothing new ... they have been caught lying numerous times.

  I called Sharon mid Feb to advise SafeTech I will be sourcing another Alarm / Tech company to finish / fix what they have not been able to do so since mid summer 2022, as I am tired of waiting.

  Told Sharon that Sean O., owner of SafeTech, must approve what the final bill will be based on my breakdown and fix / finish what is needed to get to end of job before they come back on site as enough is enough as we cannot keep going back and forth and getting nowhere.

  Sharon promised she would get back to me by the next day ... but to date ... nothing.

  I have also been asking to speak directly with Sean O. but I keep getting the same message ... Sean is too busy.  Really??? I have asked numerous times since Sept 2022.  You would think if Sean was interested in finishing this and getting paid he would definitely take my call at some point.

  The issues have never changed unless new issues came to light ... example ... most recent was the accidental discovery of our missing alarm siren, removed by SafeTech and the tripping of the activated alarm system.  And 2 weeks ago when we had again another 5 sec power failure our cameras went off line via online.  When I went to check the actual hard drive and monitor, the admin screen that should allow the input of my password that was reset when they came on site Dec 2022, the main screen is a set of 9 circles which is an installers code.   Again ... useless support / tech onsite mess up.

  This company is a disaster and customers should be weary dealing with them.

  The company they brought on site to hook-up the ***** that SafeTech promised to hook-up as SafeTech had absolutely no clue how to do that fairly simple task ... that company was professional, quick and it was evident they knew what they were doing.  In and out with no issues.

  All our issues with SafeTech can be supported via the numerous emails and texts, and this is why SafeTech knows they have no legs to stand on.  Their recent response to BBB by Sharon is just their standard line, the breakdown of the job / cost, and how they have not been paid to date ... but they conveniently omit the numerous disasters with the installation.  Not just one thing that went wrong or omission ... but everything!!  How do you get paid when you screw up horribly ... leave your client hanging ... and then deflect and demand extra charges for when your own crew had to come back and fix / resolve issues that were created by their own tech support team.

  As stated above I am in the process of sourcing a new company to finish / fix what is needed to get this done, and will deduct this cost from what I have agreed to pay to SafeTech.  It is unfortunate as most companies wont do such a small job and so they charge a minimum just to come on site.  

  My time right now is limited with year end tax prep and getting our small construction job underway next month, but I will respond back to BBB within the next few months with the breakdown where any future updates could be easily added without having to rehash the same details over and over, which is a complete waste of time.

  As I stated to Sharon mid / late Feb, SafeTech will need to agree to accept the real balance owning, as per my emails to them, before I pay the balance (less the costs as stated above).  But silence from SafeTech.

  And so we are moving on from SafeTech.  Once we get the above and previous details outlined resolved by another company ... we will use another alarm company to provide our monthly alarm monitoring.  This was clearly communicated to SafeTech via email and verbally to Sharon in Feb 2023.  

  SafeTech has grossly breached the engagement, abandoned their responsibilities to finish the job so we the client can use our systems as intended ... and so we must move on

  Sincerely,
  
  ****** ******

  

  Business response

  04/05/2023

  I am updating you on the status of Complaint #*********  
  
  I reached out to the client via phone call & email.  I have not heard back from the client since April 21. 
  
  An excerpt of my email directly to client dated April 21, 2023 is below for your reference.
   
  
  From: ****** **** <******@**************.com>
  Sent: April 21, 2023 10:55 AM
  To: '****** ******' <***************@*******.com>
  Cc: Steve Palmer <*****@**************.com>
  Subject: ****** ****** Glassbreak and Siren.

  Importance: High 
  
  Hi ******, 
  
  Further to our phone earlier this week, Sean has agreed to install the 7 glassbreak detectors as well as the siren.  
  
  Regarding the 10-PORT gigabit POE switch, we can swap it out to an 8-Port switch.  The cost of an 8-Port switch is $169 + tax.  We charge labour to install the switch.  You can keep the 10-Port since it’s already installed but you will need to pay for it, as this item is needed for the ***** to work.  The ***** was never part of the agreement between you and Steve – SafeTech is not in the business of installing audio equipment and had to hire a third party (at no cost to you) to complete the ***** set up.
  
  Regarding the DVR password with the 9 circles, you can simply right click (mouse) and enter your login and password. This will allow you access into your DVR. 
  
  Please let me know when you want to install the 7 glassbreaks and the siren. As well, let me know how you want to proceed with the POE switch.
  
  Thank you.
  ****** ****
  Administration & Client Services Manager

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Have a meeting scheduled with Sharon for next week Mon May 8th.  As I adviaed Safetech late Feb 2023 we needed to get this resolved soon as we would be very busy with conatruction matters starting April into May.  

  They contacted me 3 weeks ago afternhaving to wait 2 months for their replay.  So nwxt weeks meeting is the best we can do due to our availability durinf this time.

  I will be discussing Sharon's email during our meeting next week May 8th.

  They are charging me to install the port which should have been installed correcrly dueinf the install of the cameras and video doorbell.

  They took our 4 port, which waa our property, and installed the 10 port.  We only needed a 6 port as 5 would be needed.

  They now want to charge me over $150 for a 8 port where they only cost less than $100 and they still have our 4 port.  How convenient.

  They still have not sent any setup instructions for thr cameras and door bell to cellular and laptops etc ... not sure why the resistemce.  How else can their clients use the equipment installed.

  This issue wont close with Safetech until they address all the issues that have been going on for close to a year now.

  They are playing a pissing contests ... what reputable company does this.

  Hopefully we are closer to getting this resolved and I strongly suggest to Safetech to stop playing games.

  Hopefully by this month, with fair engagement and follow through by Safetech, the issues with our engagement with SafeTech will come to a close.

  
  Sincerely,
  
  ****** ******

  

  Business response

  18/05/2023

  Just a quick update: I spoke with the customer and have a technician booked for Tuesday, May 23 to install the siren and glassbreaks.
  
  I will update you after the job is completed. 
  
  ****** ****
  Administration & Client Services Manager

  Customer response

  18/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their UPDATE is accurate.  We are hoping this will get is closer to a final resolution and completion of this engagement.

  Just to be 100% accurate, we have tentatively scheduled their tech to come on site next week Tues May 23nd 2023 ... but that is contingent ... as SafeTech / Sharon is aware ... that the current consteucrion ceew are done and off site as they have heavy equipment and I also need to be available for them and the city inspections, so I wont be able for Safetech's technician nd I want to be present as he does the fixes / installs.

  Also ... we are still waiting from SafeTech the setup procedures for our cameras and video doorbell ... as that was committed to us back in Aug 2022 ... and we still do not have that detail.  So currently only my cell has the setup and no one else in my family nor other laptops have access.

  Makes having the setup equipment useless for everyone else in my family, especially thr doorbell, as only I have remote notification, and when someone is at the door and they are in thr backyard, they are not aware someone is at the door.

  I am hoping this key missing piece of the engagement is resolved sometime soon as it is well over due.

  Safetech was also to have had their office tech Dave to adjust the bright video camera night light as it has been an issue that was noted and addressed to thrm since the install and also neighbors have complained recently.

  Regards

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

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