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Business Profile

Security Equipment

GW Security

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Equipment.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    19 July 2023_Ordered GW 32-channel 4k NVF 5MP outdoor/indoor-24 Dome 5mp 1920P weatherproof 2.8 - 12 mm varifocal zoom microphone smart AI IP *** Camera 25 Jul 2023_Received equipment 13 Aug 2023 _ Camera System Installed Called 5 times since Aug 15 and was on hold for over 30 before I eventually hung up Emailed 5 times and still have not received technical support.

    Business Response

    Date: 09/25/2023

    Since receiving notice of the complaint, we have looked into this. We searched our emails.  We found an email from the customer in August, which we replied to. We did find the missed chat initiated by the customer. We have since made contact with the customer and are working with him to resolve any issues he is having.

    Respectfully,
    *****************

    Technical Support Manager

    GW Security

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

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

  • Initial Complaint

    Date:08/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I purchase two camera systems on Amazon on August 3rd I have been trying to get a hold of customer service by phone, email and online chat but can't get a reply. I'm wondering if they are still in business. I already have a two other GW camera systems and never used to have a problem getting service.

    Business Response

    Date: 08/31/2023

    We are not sure why the customer says he can not reach us. We have history with this customer in the past. We are contacting the customer right now to set up an appointment. We are literally on the phone with him now. An appointment is being set.

    Thank you

  • Initial Complaint

    Date:06/23/2023

    Type:Product 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.
    The date of the transaction was May 5, 2022 in the amount of $1249.00.I ordered the security cameras from GW security, and was told they would be delivered within 5 to 10 business. At the time I place the order I was on crutches due to a knee surgery and was homebound for a couple months. After more than 10 days have passed I found an email in my spam, saying the package had already been delivered. I was confused because I was home and could not have missed the delivery at any point in time. I also selected the option to not deliver the package unless it was signed for. I called the company to sort this out and they told me there was nothing they could do to help me and refunding me would look bad on their business. I asked to speak to a supervisor and they told me the person was out with ***** and unavailable. I called back in two weeks and they put me on hold for several hours and disconnected the line. When I next tried calling, they told me I needed to resolve the issue with my bank and that was the only option. I sent the bank a statement, including my falsified signature and medical documents, and the bank told me I could not dispute the transaction and I could only sort this out with the merchant. I went back to GW security, and when I asked to speak with the manager or supervisor, I was again put on a four hour hold for them to ultimately disconnect the line. When I next call GW security, they told me the case is too far in the past, for them to provide assistance. It seems as if the company is unwilling to assist me in the bank does not provide any options. The company can resend the products or refund me my money, but refuses to provide any eight.

  • Initial Complaint

    Date:02/24/2023

    Type:Product 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.
    A new $2100 8-channel DVR with 8-cameras system (two cameras are wireless) was purchased from GW Security to replace our dated system. I constantly have problems with our system during the setup. I am no newbie but an expert in networking and technology with an engineering background. Two security cameras received have moisture inside of the concealed lens (bad quality control). One camera dies after a few months of usage. Two wireless cameras were incompatible with the system and unable to integrate into the system. I contacted the support with detailed information and got a response inquiring about the order number I already provided in the previous email. Email them several times and got no response afterward. Then the warranty expired. 8-cameras are now down to 5. And these 5 can't be viewed in the *** or desktop software unless DVR is rebooted every time.

  • Initial Complaint

    Date:01/16/2023

    Type:Product 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.
    Date of transaction: Oct 4, 2022 Order number: 113-7234198-8122624 Order total: $612.14 Product description: GW Security 8 Channel 4K NVR 5MP *** ************* Security Camera System - Six 5MP 1920P Weatherproof Bullet Cameras,Built in Microphone, Quick QR Code Easy Setup, Pre-Installed 2TB Hard Drive.Item model number: VD6C8CH5037IP ASIN: VD6C8CH5037IP Ordered online at Amazon via Camstar Technology.The surveillance system has the privacy screen/privacy wall disabled. The issue was reported to Amazon, to the seller Camstar Technology and to the manufacturer GW Security none of them take care to this issue and dont provide any support. The manufacturer tells me that are waiting for an update to the firmware. In the meanwhile I suggest a DVR replacement, GW Security offer me this option, but after this message they dont answer me and to this date I'm with a surveillance systema off because I have been sued by neighbors for not having the privacy mask on the system. Problem that was reported to the three companies involved in the sale of it. I'm claiming a new surveillancr system replacing the existing one that was defective or a total refund of my purchase and a payment for damages for the problems caused by them for $500

  • Initial Complaint

    Date:07/28/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    I've purchased two *** systems from GW security I hired someone to install the 16 Chanel system for one thousand dollars cameras aren't coming up on screen it says limited bandwidth there brand new I spent well over seven thousand dollars on equipment and I can't get the company to respond back to emails or answer the phone

    Business Response

    Date: 09/06/2022

    Business Response /* (1000, 8, 2022/08/16) */ We have a solution for this issue. We have attempted to contact the customer at the phone number provided by the customer. He answered and told us we had the wrong number. We have replied to his email address with instructions to solve the issue. If he will reply to us or accept our phone call, we can set up an appointment time for a call from one of my technicians to remote in configure the settings for him. Once settings are properly configured he should no longer have the issue he is reporting. We can't resolve the issue if the customer will not respond to our phone calls or emails. We would really like to fix this for him. We can configure his settings for him to fix this. Consumer Response /* (3000, 10, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is a Fruad I reached out to them numerous times they said I need to fix something about the bit rate so they sold me a 16 camera 16 Chanel *** package system the cameras are 8 megapixel 4k the ******** not support the cameras I spent over 4,000 thousand on this system I requested it to be fixed or a refund they ignored my emails and no one answered my calls I stayed on hold for over 3 hours on one attempt I just gave up this company will rob you blind they need to be shut down

GW Security is NOT a BBB Accredited Business.

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