Complaints

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.

• Initial Complaint

  Date:04/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  When installing the router, my solar panel plug was removed and not plugged back in. So, my monitoring company was disconnected from my panel system until weeks later when I discovered it. The installer, instead of apologizing, denied that he pulled out the plug even though no one had been up in that room besides him and me. The company was replacing a security system that I had in place. Over the phone they asked how many windows I had and then showed up on the day of installation with the window devices. I discovered later that my smoke detector wasn't connected to their system like I had had before. When I asked why, they claimed that they had sat down with me showing me their brochure and that I hadn't wanted the smoke detector. As I said, we only spoke on the phone. I further showed them the monitoring graph of the ************* of lost connection and the coinciding credit card payment to the company. Same date and time.Because they failed to inform me that I would have to get a new smoke detector for it to work on their system and to compensate for the inconvenience of the monitoring plug not put back in, l asked if the $125.00 service call could be waived if I paid for the smoke detector. I was disgruntled because they didn't apologize for either incident and then only offered to charge me 1/2 the service fee. I believe that I should get the entire service fee waived due to the above explanations.Am error message kept coming up when I tried to upload the graph and credit card payment photos. I can provide them later if you wish.Thank you for your consideration.

  

  Business Response

  Date: 04/26/2023

  First I did speak to the client on the phone not in person for their security system and what they wanted which was the doors and windows; did not want anything extra as she was not paying for the system (It was a gift) I did not speak to them for the smokes because they said all they wanted was the windows and doors.She claims we unplugged her solar on 09/27/2022Then several weeks after was the internet issue which we went out andput in a new router and to install the new router I unplugged her lamp and plugged in a power bar with her permission.She was still having internet issues; Told her to call the internet provider and they have been out several times. We have been out for service calls at no charge on several occasions to fix ********* and other issues. **** has been out and discussed with several equipment options with her. Once in here kitchen when she asked if fire department would come out if the smoke detectors went off. **** explained no, they are not monitored with Colorado Complete Security. She would need to add them at $130 each plus install fee. She declined at that time. In March 2023, she had a fire in her kitchen and called to complain the fire department did not come out immediately. I explained again that we do not monitor her smoke detectors but we could install for a service fee and cost of equipment. Client then giggled on phone and said oh yes I forgot and no she doesn't. weeks later, **** received a text saying we unplugged her solar back in Sept 2022. Because of this,  she wants us to do install for free. We did explain we did not unplug anything. To keep her happy, we have offered to install for 50% off. She has declined even this discount. She signed a 3 year contact which states that additional equipment installed will have a service fee. We tried call her on the phone multiple times to discuss. She refuses calls and will on sporadically text complaints.