ComplaintsforSafe Side Security, Inc.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract on November 2, 2022 and paid $ ********* to ******************************** **** to install 7 outdoor cameras and security censors on ********************. We had two false alarms on one particular window and one false alarm on the front door. All these three alarms were set off like three o'clock in the morning for no reason though those areas were securely closed and locked.I called Safe Side Security office in the beginning of July 2023, and asked if they should have someone to come out and check those two security areas and fix the problems. One female staff told me that will cost me $180 to $190 an hour to come out and check. My security system was installed less than one year, should be under warranty. I was upset and told that female staff we decided to cancel the monthly monitoring $91 per month. However, Safe Side charged me $91 for August 2023 anyway. Safe Side Security owner, *************** said that since we cancelled in July and no longer their client. Therefore, they will not come out and check the two problem areas. But they charged me for August 2023, legally I'm still their client. Not only they would not fix the problem, they also locked my DSC control panel by using their Installer Pass Code instead of the default. Now I cannot reprogram and set the alarm. They refused to give me the Installer Pass Code, saying my new monitoring company would be able to factory reset. I don't want another company to monitor my security. The security panel is mine. I paid for it. Therefore, Safe Side Security should give me the Installer Pass Code.They said I'm no longer their client and yet they charged me $91 for August. That does not make sense. I'm going to dispute this charge tomorrow through my ****** VISA8.15.23since they are not going to honor the contract.I need the Installer Pass Code to reprogram the security panel myself. Please help.Sincerely, ***************** ************ or ************

  Business response

  09/05/2023

  Per the attached supporting documentation, on 8/9/2023, I received an email stating that ***************** would like to cancel services provided by Safe Side Security on 8/1/2023. "To Whom It May ******** I called in July and talked to your one female staff member that we would cancel all the monitoring of our home starting August 1,2023. There have been too many false alarms, though all doors and windows were secured. Your company had installed all the equipment and should have come back and checked those areas concerning the false alarms. However, You have not contacted us or if there is another option you would suggest that we should go.
  Therefore, I don't think we should continue to have your company to monitor our home. This is our final decision. Thank you for your attention to this matter. *****************"
  Due to the inaccurate information in this email, I called the number listed on the account twice and was unable to leave a voicemail due to the mailbox being full. *************** called in and was unnecessarily rude to my receptionist. I replied to the email the next day. 
  "Good morning, *****,
  I received a note from our wonderful office receptionist that **** called in to cancel service. When I called, there was no answer (twice) and the mailbox was full. *************)
  Our office staff does not monitor your alarm signals however, our central station does. They call the customer to inform of alarms, troubles, or low batteries on the system. If the customer would like service to address an issue, it is their responsibility to request it. The customer can request the dispatcher to transfer the caller to our office or to leave us a message. The customer can also call or email our office at any time. While reviewing the signals on your account, I do see that you are arming and disarming your system daily. Your system is still under its 1-year manufacturer warranty so the cost of the service to address any alarms or issues you may be having on the system would have been covered. The monitoring agreement we hold with you is valid until 11/8/23. Per your request, I will terminate your agreement early with a 30 days notice. August payment has been processed. I have removed your card information from our system, and I have terminated the monitoring,alarm.com and OpenEye camera systems."
  ***** replied with "Thank you for your email. Do you have my 4tb hard drive?" I explained that it is located in his camera recorder. ***** replied with," What's the installer code for my DSC NEO panel?" I replied with, "We do not give out our installer code. Any other alarm company can reset the panel and re-program it with their dealer code and communicator." 
  To clarify, our installer code is unique to Safe Side Security. ************************ has their own and it is a protected code that is never given out. Each customer has their own "master code." With this master code, a customer can get into programming to make any changes to the panel. ***** and **** called and spoke to my General Manager in an unwelcome, unnecessary hostile tone demanding the installer code. It was explained to them multiple times that we are not going to give out that information. They never mentioned that they were not changing the monitoring over to a new alarm company until this BBB review. If that information was relayed to my manager or myself, it would have been explained more thoroughly that they had the only code needed to get into programming. If they forgot their code for some reason, I could have walked them through how to reset the panel. ***** and ***** were not willing to communicate in a respectful or productive way. 
  The signed monitoring agreement term was for ********************** my initial email to ***** that I would terminate the agreement early as a courtesy but would require 30 days notice. Our central station requires payment 30 days in advance and to offset our charges, I will keep the funds for August. There was no dispute about that information given to ***** from my initial email.
  Without an active monitoring agreement, Safe Side Security is unable to work on the security system. Safe Side will not return to this site for any service or repairs. If service or repairs were initially requested or inquired about, I would have gladly scheduled a technician.  

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