ComplaintsforSP Networks

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Security Camera install - they did not complete the job as per requirements, they said they will send technicians out to fix it and have not. i provided two options to give us part of the refund $150 or come fix the job as we paid $700 to get cameras installed at our home , they said they will come back and fix it , have not, i have emailed to follow up and have been ignored. i have email communication with them and me sending the issues with the job.

  Business response

  09/02/2023

  Hi ,

  Firstly our technician will never start the job without discussing with the customer and we discussed the whole job with the customer before installation starts and her husband was the one who told us everything where to put the system and leave extra cables so that they can move the system and he was there for the whole time and after we finish installing the cameras we provided customer training and asked the customer consent that job has been done and everything is okay and then we leave and now after a week she is reaching to us asking for a refund of $100 which I said I will discuss with my tech and see what went wrong and my tech informed me that everything was done according to her husband and now later they decided to change the system and now she is asking us to come back and fix the cables for free and  do the job which is not our fault and she is also asking for the refund for $100 we Charged whatever we agreed with her husband and later if she decided to change the system locations and asking our tech to go and do it obviously we will be charging a fee for that service ,if it was a cameras issue it’s not working we could send a tech for free but for moving the cables and extend the cables we won’t be doing for a free .Thanks 

  Customer response

  10/02/2023

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

  We hired professionals to do the job, I emailed right away when we were not satisfied, we told the workers where we wanted to put the DVR they said not enough cable, they did not offer other solutions or anything else, left the DVR  exposed and wires tangled, I let SPnetworks  know of this and advised  we spent Saturday fixing and hiding the DVR, as the point was not to have it left in the open where anyone that comes in can see it exposed.

    I reached out by phone and email to SPnetworks. January 16th 2023 was our first conversation which I spoke with ***,  and I was told he needs to speak to the technician and will get back to me in one day as technician is off Monday, I said no problem , no one got back to me so I sent a follow up email on Jan 18th , they asked for pictures which I sent as well.  January 23rd  I needed  to follow up again as they never got back to me, so I sent another email which I attached  , finally at 10:53PM , Jan 23rd I received an email saying they are sorry to hear that and will send a tech next week to sort things out , I  thanked them and said I am waiting to hear back on a date so I can make sure  I am home and there is no miscommunication, and I have not heard back.

  February i sent a follow up email asking when someone will be coming by as no one got back to me from the last email when I was told a technician will come out and fix the issue  , that email was ignored so I reached out to BBB.

  From first  contact of my complaint I advised two options for them : to come fix it it, or credit us some money and we can call someone else to fix it.

  We paid $700 for this job that was not completed to our standard.  This is not our field and technicians should have provided more assistance and advice.  Also, the last email stating someone will come and fix it there was no speak of them charging for this, and now they replied that they want to charge. This is a job not done correctly that we are asking to get fixed or credited, we paid for a service that we are not satisfied , we did not sign off or anything on this. The communication has been lacking from the company, and I needed  to send multiple emails to them to follow up which they  ignored most  and that is not professional. We have been clear from the start and wanted to work together to come to a conclusion  and unfortunately the company has not.  
  Sincerely,
  
  ***** ********

  Business response

  16/02/2023

  Hi,

  As we have already stated that we have done the complete work with the customer consent and also i stated before that our technicians never start the job without discussing with customer, whole job was done according to them and also we have used our own cables ,cameras which they bought from ****** has 60feet cables so we used our own material to finish the job and her husband saw the complete job again and technician provided the training and took customer consent again that everything is good and he was happy with the job then they left .Thanks

  Customer response

  25/02/2023

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

  I must say we are very disappointed with the replies this company has been sending. From the initial contact of our complaint, we have been upfront with the issue, yes, we purchased our own cameras, and they provided the longer cable, this was discussed from the start.
  Our complaint is they left the DVR exposed,  wires tangled, technicians never  showed us how to work  the DVR properly , we asked for them to put the DVR in the closet which is the same room that it is in , they ended up leaving it on the desk exposed and wires tangled, closet is roughly 6 feet away, and they said they can't as not enough cable, they didn’t even suggest to call our internet provider to see if they can relocate the router and they can come back, nothing was even suggested we hired professionals to help us,  we only asked for them to come back and fix what they didn't do correctly or credit us some money and we will hire someone else, they emailed saying they will send a technician out to fix it, and now saying they want more money for that. We paid $700 cash for a job that was done not to our satisfaction and now they want us to pay them to fix their mistake. **** **** ** ******* ** ***** ********** *************** ** ***** ***** *** ** ***** *** *** ******** the main purpose is to hide it and keep it safe. We took a full day off work to get this done. 

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

  Business response

  03/03/2023

  Hello ***,

   About the job like i said our technician have mentioned everything before starting a job, I told you that we will send the technician if our technician have made any mistake but all the work has been done with your husband consent and we did everything he said so please discuss with him. Thanks

  Customer response

  06/03/2023

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

  After a few emails back and forth and after we sent photos as you requested,  you advised you will be sending a technician in a few days, we waited over a week as we have not heard back with a time and date for technician to come.

  You never got back to us after saying you will send someone over until we reached out to BBB and then you said you want us to pay to send someone over. the replies we have been getting for you are not consistent and keep changing.

  From the start we made it clear,  what the issue is.  You guys are unprofessional and keep changing the narrative.  all we are asking is to correct something the technicians did not complete as to our satisfaction , we paid you $700 and just want it to be fixed.

  As a professional company you guys should have known not to leave the DVR exposed in the open, we asked for it in to be installed and placed in a safe space.  None of this was done, wires left tangled and DVR left exposed, we had to to fix that ourselves. 

  Our communication has been  and is clear with what we are asking for from you guys, it has not changed nor will it. 

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

  Business response

  14/03/2023

  HI ,

  We didn't sent the technician because all the work done according to your husband consent and he was at the site whom we explained and discussed everything before installing the cameras .Thanks

   

   

  Customer response

  15/03/2023

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

  Therefore you **** to us and mislead us saying you will send technician out after we sent you photos and details of the issue, * ****  **** ******* ******. 

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

  Business response

  19/03/2023

  We didn't **** i told you over the phone that we will send the tech if he didnt do the work according to what customer has asked but he did the work what he discussed with your husband.Thanks

  Customer response

  19/03/2023

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

  once again,  we advised we were not satisfied , you said for me to send you pictures of the problem, we did that. Then you said you will send technician over. This was sent from you after we sent you the photos showing how everything was left and what the issue was. Once you emailed us you will send a tech out , I said thank you , then had to follow up as no one came and you didn’t send anyone. That is where the lie is, I have all communication and phone calls to you guys. Our issue/complaint  never changed.

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

  Customer response

  28/03/2023

   please note company sent a technician out, complaint can now be closed

*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. ↩