ComplaintsforBay Alarm Company

Burglar Alarm Systems

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Initial Complaint
04/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
When I originally contracted Bay Alarm for our 40k job, I expected to receive ******************** I soon realized this company does not provide White ***** but sub-standard service.I initially worked with a sales **** *************** who consistently made futile promises. See Attachment
Business response
05/28/2024
Our Sales Manager, has been in contact with this customer since March because of issues with the sales rep and installation.

We've applied credits for both accounts, and also credited 3 months of service.

In regard to the desired resolutions, we made the billing adjustments on the customers accounts last week, the jobs were completed in April/early this month, and everything is working properly. Our Sales Manager also explained all other charges and went over the invoices with the customer. We are waiting on one last visit from a tech to provide a complete orientation on how to use the system, which should be completed this week.

Please let us know if you need any additional information or if there is anything else we can help with.

Customer response
05/28/2024

Complaint: 21615217

I am rejecting this response because: I have not received ALL of the credits "promised," The Sales Manager HAS NOT gone over all of the charges with me, I am still waiting for that to happen. I still have not received anything reflecting the credit for the SEVEN CCTV not installed. I am unable to ascertain a date as to when a technician will visit the site. This has been going on since March, it is now end of May, beginning of June, still not resolved. I would like for this company to complete this HORRIBLE experience, so we can move forward!

Sincerely,

Family Bible Fellowship Fellowship
Initial Complaint
12/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Our house has had a bay alarm system since 2010. It mostly worked for the first few years, but over time the sensors started misfiring. Alarms would go off at random hours of the day or night. it would do this once or twice a week. Wed have techs come out from time to time but the problems were never solved for long. As long as my mother lived in the house it wasnt that bad. She could just turn the alarm off whenever it was triggered in error, tell the operator it was a false alarm when they called.But then about a year ago my mother had to move into assisted care, and the house had to be left empty. Once or twice a week the alarm would be triggered. Neighbors would be annoyed, police would come out, wed be billed for the false alarm. I had the system upgraded so I could control it remotely from the app. But the issues persisted such that I had to stop setting the alarm. Three separate times in the past year I called Bay Alarm and asked, can you please just fix the alarm so I can use it? Three times a guy came, I said to the guy, take as long as you need, charge me what it costs, just make sure every sensor is working normally. Every time i paid a few hundred dollars, and every time the panel started beeping and reporting errors within 12 hours of his departure.Bay alarm sends me a monthly bill for $150. When I called them and told them I would like to simply cancel the service, I was told i cant. I am contractually obligated to pay it for three years. Adding the app service made it so.Ok. But if theres a contract that requires me to pay for a service, arent they required to actually provide that service? I cant set the alarm. Im paying them $150 a month for nothing. At at this point I have no expectation of ever getting a usable service from them. All I want is to not have to give them any more money.
Business response
01/05/2024
Good Morning,

Our branch manager reached out to **************, he spoke with him they agreed that we would cancel his account with no BOC. ************** said that he has asked multiple times to stop the service and we have not done that. We are cancelling the service per his request. Please let me know if you need any additional information or if you have questions.

Have a wonderful day!

Thank you,

************************************************* Specialist

Bay Alarm Company
********************************************************************
**************

BayAlarm.com
Initial Complaint
11/13/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My nightmare began in March 2023.My life has been miserable because of the newly installed alarm system at my home by Bay Alarm Company.It has never worked.The Bay alarm Company did not install the alarm system correctly.There were too many attempts to fix the problem, but they could not fix it.I had to cancel and fly back home from ****** Cruise Vacation because I got the phone call from the ***************** saying that the alarm continuously went off.It cost me a lot of money.I was also locked in my home for several hours because I could not disarm the alarm system.It was a malfunction.I also had to travel out of the state for two weeks without an alarm system in my home because I could not arm the alarm system.My house had no protection for two weeks.I gave several months to fix the issues, but the Bay Alarm could not.The Bay Alarm technician would come out on a weekly basis but I continue to have problems.It has taken so much of my precious time and energy.I asked for the installation fee I paid for the alarm that has never worked, but the Bay Alarm Company refused.I want everyone to know what kind of company this is, and I want to get my installation fee for something that never worked.
Business response
12/01/2023
Our Branch Manger and Office Manager both spoke with *********************************. A credit and refund of $1350 was offered and processed on 11/30/2023.
Customer response
12/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
10/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Bay Alarm was installed a few months ago and the wireless key pad has given numerous issues since install. The team at bay alarm has made attempts at remedying this issue by resetting and troubleshooting. The problems were not remedied and we experienced a burglary that could have been avoided being that the alarm were working properly. When calling Bay Alarm and speaking with the management team, they offered very little to no resolution and declined to cover the $3,500.00 loss in equipment and cash from our property. We have given formal notice that we want to cancel due to the trust lost from Bay Alarm not fulfilling their job as a security business. We want all contracts canceled and money returned to us in regard to this matter.Terrible company to work with. I do not recommend them to anyone I care about.
Business response
10/25/2023
At Bay Alarm, we are sensitive to customer concerns over a burglary. In this case, Bay Alarm offered ******************** multiple times to test the security system as well as replace a keypad in the front of the business which may have had intermittent wireless interference from an unknown source. The customer has refused every attempt by ******************** to rectify the potential issue with the system. It should be noted that the alarm log indicated the system was not armed at the time of the burglary. Without the customers permission to view the security system, no other action can be taken by Bay Alarm.
Initial Complaint
08/29/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Upgraded my alarm system earlier this year but I've been having a lot of issues. Tech support was not able to figure out what the issue is. Senior tech to was scheduled to come out twice and both times they did not bother to show up, causing me to miss 2 days of work. I've made many requests over several months for management to contact me but they've completed disregarded these requests. I've had communication error for months, which means they're not consistently receiving signals from my system. Dispatch only contacted me the very first time I got the errors, but not once since the first time. It's been months and I no longer want to deal with Bay Alarm. I want to cancel my contract, get refund on the problematic equipment and refund on monitoring service as I received no service for the monthly fees I've been paying. This company is completely unreliable.
Business response
09/08/2023
Our Branch Manger reached out to customer. A Service Tech was dispatched out to fix issues. Matter has been addressed, our team is keeping an eye on the account and will address any further issues accordingly.
Initial Complaint
02/22/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
It takes a lot to get me to the point of wanting to write a complaint - especially for something so unnecessary. It was a simple question: do you offer any senior discounts for a longtime account holder (10+ years)? The customer service rep said shed have to escalate that request to a manager who would get right back to me, but no one called. I tried again with a different rep and got the same response, but again, no one called. I put this in an email survey and received a response from a customer service rep saying that he, too, would have to escalate the request and expect a call but no one called. When I followed up with him, he told me there was nothing he could do, but ask again for a manager to phone back, which he never did.In the meantime, I needed a service call and was delighted with the experience, but after asking him the same question already posed multiple times, he responded by saying I would need to take it up with customer service.After 10 days, I emailed customer service requesting the address of the President of the company, thinking he might be interested in such a frustrating experience to aid in future onboarding of employees but got no response. I then took the time to write in detail this 'ordeal' and sent it to their marketing department but received no response. The company is clearly content and very good at ignoring questions it prefers not to answer.Now Im going to another company with my business for fear that if Im someday in need of an emergency response again, no one will call.
Business response
03/07/2023
Our Branch Manager spoke with ******************** and was able to address ************************ questions and concerns. Overall, this mater has been resolved. ******************** said he would update or retract the BBB entrance.
Customer response
03/07/2023
The response by *** is accurate and the conversation with the manager has put this issue to rest for me. However, it did take the BBB's urging to prompt a call from Bay to get to this point. *** said it had no record of my conversation with its agents, which would explain why no calls were forthcoming, but it does highlight an issue with training and management which will hopefully be addressed by complaints like this coming to their attention. I have chosen to remain a customer.
***************************
Initial Complaint
02/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
1.The front door hardware wasnt aligned to connect with the sensor, resulting in a tech visit a few days after the installation. 2.The keypad shows a low bat message(after a year). Again the smart connected system didnt send a push to our phones or provide how to change the batt or reset in the keypad. 3.The smart connected system and the app will not show you any zone activity history, although there is a tab for it. 4.The last straw is terrifying. I changed the battery and forgot to put the system in test mode. Although the system wasnt armed, Im just custom to the alarm being triggered by disassembling any hardware on previous systems (ADT)Well, then I was curious, so I took apart a window sensor and a door sensor and took the battery out without the sister being armed and nothing. Then I armed the system for instant, and took apart the same sensors that didnt trigger an alarm. Then I opened the door and that window, and no alarm. I was looking into canceling the for these reasons. *** been told I would get a call back from a manager twice. They havent called me back, but the rep told me I would still have to pay for the service for this billing cycle(02/01/2023 - 05/01/2023) if I wanted to cancel. Why would I pay till May if Im canceling in Feb? Her reason was due to the contract. She put me on hold and came back to let me know she can cancel it for $156 instead of $310.38 or she could get a tech out at a discounted rate. The bill is $156 for 3 months. This must be a joke. However, its not this unethical business operation is actually happening. Theyre selling a Service under false advertisement, which is counterproductive to the ************************ Act, including deception and unfair business practices. With our burglar alarms and monitoring systems you get:Professional installation from our security experts: It was installed wrong Peace of mind knowing our 24/7 monitoring center is there to watch your alarm: Not true, it can be disassembled while armed. Ive paid ~$1080 for monitoring and equipment and I want my money back, and Bay Alarm to do whats right and protect its communities, instead of stealing from them.
Business response
03/01/2023
Branch manger reached out to customer and confirmed we can cancel the service effective immediately providing his response to an email sent out by Office Manger (attached for reference) and only require payment up to the end date of services.
Initial Complaint
02/01/2023
Complaint Type:
Customer Service Issues
Status:
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.
I just purchased the home and Bay Alarm was recently installed by the previous owners. I am not interested in continuing the service and I have their equipment installed in the house. When requested on the process to remove their equipment, the ask was they don't remove equipment. But when I protested a bit, I was told I can do a service request to remove and I will have to pay for it. This is just unfair that a company will not take its equipment back when a house sale happens especially when we did not signup for their service.
Business response
03/01/2023
Hi ******,

Thank you for reaching out! Our Branch manager reached out to the customer and explained everything regarding the system being owned by the homeowner and tried to discuss potentially starting a new service agreement. He was not happy about our rate to monitor and wanted to confirm he can remove the equipment himself. Typically, we want to stay away from removing equipment in these types of scenarios due to liability. The last thing we want is to have a technician remove equipment and leave the resident with and undesirable outcome such as holes/patch work etc.

Please let me know if you have questions or need anything further. Have an amazing day!

Thank you,

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

Marketing Specialist

Bay Alarm Company

5130 **************. | ******* | ** | 94520

Direct **************

www.bayalarm.com
Initial Complaint
10/31/2022
Complaint Type:
Billing Issues
Status:
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.
We asked for documents to pay off our balance and terminate service. ******************************* said he would send the open outstanding invoices to us so that we could pay the remaining balance. This includes paying the alarm service charge for more than a year after moveout date, which we had no problem with.******** did not send the emails for two weeks, we kept waiting on them so we could have everything taken care of before the move-out date. We were already out of the business location by then.Now we have been forwarded to a collections agency who has turned a $2400 balance into a FIVE THOUSAND dollar balance.The collections agency selected by Bay Alarm is not responsive and unprofessional in their business as well. I will not name them because this complaint concerns Bay Alarm, not the collections company.Communication has been poor all around and we now feel harrassed by Bay Alarm's collectors when we had full intentions of ending our business relationship amicably.Email is the best form of contact moving forward.
Business response
11/09/2022
Our branch manger spoke directly with ***************************** and he is going to pay Bay Alarm directly. We can consider the complaint resolved. Please let me know if anything further is needed.
Customer response
11/10/2022

Complaint: 18338811

I am rejecting this response because:

Waiting for final balance and wire information before this case is resolved. Ive forwarded all relevant info to ****** and am awaiting a response so we can make the account current.

Sincerely,

*****************************
Business response
11/10/2022
****** and a few of our internal team members are currently working on getting everything needed to help ***************************** and have reported they are making progress, but this will take a few days. ****** is working directly with *******************
Customer response
11/10/2022

Complaint: 18338811

I am rejecting this response because: As stated, I will close when the matter is resolved.
Heard back from *********************** promptly today, "Thank you. We are waiting on confirmation from CAB and then we can issue an invoice for $3,059.37 less the $847 already paid."

As discussed with *************, who has been helpful, we are eager to get this matter resolved and paid in full immediately upon receipt of the bank wire or check address information.

Sincerely,

*****************************
Business response
11/21/2022
I spoke to the branch manager regarding this account, they have confirmed speaking with *****************************, all money has been received and applied to the account, there is currently a zero balance. Additionally, Bay Alarm and CAB will no longer attempt to collection any funds from Premiere Printing.

Overall, this issue is resolved. Please let me know if you need any additional information. Have a wonderful day!

Thank you,

*****************************
Marketing Specialist
Bay Alarm Company
5130 **************. | ******* | ** | 94520

Direct **************
www.bayalarm.com
Initial Complaint
10/11/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 19 2022 ************************* a Bay Alarm Residential Sales Representative came to my house to give me information on getting a alarm system installed in my house. I agreed to a proposal to get an alarm system installed on a later date. I was told he needed a $100.00 refundable deposit. So I gave him a deposit for $100.00. I called him a day later and the Bay Alarm office in ******** ** to inform them that I did not want the alarm system anymore. I told ************** no longer wanted the alarm because Bay Alarm does not offer a Doorbell Camera and Outdoor Cameras with the alarm system I wanted. The Bay Alarm office representative and ****** both acknowledged that I no longer wanted the alarm system and they would take care of everything and I would get my deposit back. Well today October 11 2022 a Bay Alarm technician arrived at my house and he is here to install my alarm system. I told the technician that I canceled getting the alarm system 2 weeks ago. He told me to call the Bay Alarm Office and speak to the manager. So I called the Manager and told her I canceled the purchase and installation of the alarm 2 weeks ago. She told me that there was a mix up and they would take care of everything and getting my $100.00 deposit back. The excuse the manager used was unacceptable
Business response
10/19/2022
A refund is being expedite and Sales Manger will contact customer to advise of the plan.
Customer response
10/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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