Complaints

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furturian Systems - N. Tx: 550 Reserve St, #190 Southlake Tx. Timeline: 8/24/22 – Agreement Signed 10/17/22 Initial Alarm Install (Paid Second Payment by check) 1/24/23 – Install Date Requested to finish up 1/26/23 – Install Date Arranged 2/27/23 – Tech came By to Finish Up (Completed Everything but garage doors, said would come back) Paid final Here ~4 wks later we called to find out when they will schedule us to finish the job as per the technician words. Receptionist apologizes & adds us to the cancelation list, & that she would call back b/c she needed to look at the schedule & see what she could do for us. We called back after ~ 5 days & got us on the schedule for 2 weeks out, saying the tech had apparently "closed the job" which is why we weren't ever called & that she was sorry that it was closed when it shouldn't have been. 04/28/23 – Alarm Company Comes back to complete Garage Doors. Shortly after this, we received a bill for $500+. We thought this must be a mistake because they were finishing the original job. I reached out, they had a meeting & when I called back, they told me they were still going to bill the full amount. Then I reached out again saying we didn't agree to the charges and then they credited us the panel clean up- that should have originally been taken care of by the first tech, but still charged us the full fee for the job completion. In the Project proposal, terms & conditions, section C- (attached document)- paraphrased for character restrictions, all extra work & supplies must be discussed & approved by owner- we were never notified that to finish the original scope of work, that we would be billed again. Had we been told that, we wouldn't have proceeded. We have asked for the last bill to be waived but they keep charging us, & adding late fees. We should not be billed for their mistake (Closing job when not complete), & for billing for already paid for scope of work, or lack of extra billing notification.

  Business response

  09/08/2023

  Futurian takes all complaints seriously and we apologize to the Hayse family for the inconvenience this issue has caused and appreciate bringing attention to the matter.
  
  Here are the facts:
  
  Ryan and Rachel Hayse who reside at 2607 Melbourne Ct., Pantego, TX 76013 did enter into a detailed Agreement (see Exhibit A) with Futurian on 8/24/22. Within the Agreement, a Scope of Work (as indicated below) was included which specified the labor to be performed related to the job and any additional costs that may arise, of which Mr. Hayse acknowledged with his execution of such Agreement on that date.
  
  SCOPE OF WORK
  Futurian Systems shall install the Elk Security Panel Kit in the Equipment Closet location. The kit will include installation and configuration of the security Panel, two-way wireless transceiver, 4-button keyfob, keypad, and enclosure. The panel shall be powered with supplied AC Transformer and (1) 8 Ah battery back-up. A Telco Jack & Cord will be included if applicable. M1KP2 LCD Keypad will be installed in the Equipment Closet for programming and ease of use. Futurian Systems shall install M1KPNAV touch screen keypad will be installed and programmed for the Front Entry, connected to the ELK Security panel via a data bus hub. Futurian shall supply an M1EXP Ethernet interface for IP monitoring capability and integration of the owner furnished Insteon Lighting control products. Futurian shall program ELK security to allow for simple on/off control of each Insteon lighting device, any additional advanced programming or configurations will be billed at Futurian Systems current Service Rates. Futurian Systems shall connect all existing wired contacts zones for Doors & Windows throughout the home to the Elk security Panel. Futurian Systems shall not be held responsible for any defects from previous workmanship including shorts or breaks in security wire previously ran. Futurian Systems will install and configure (1) two way glass break sensor in the Great Room per specifications, and upon confirmation of location with all Stake Holders. Futurian Systems will integrate the customer supplied Kwikset Zwave lockset into using the Insteon IPSY as the Gateway for the ELK Security System. If stand-alone ELK control with the Zwave locks is requested additional hardware will be required. Futurian Systems shall pre-wire for 2 overhead doors with Relay control from the ELK Security system and 2 track-mount contacts. Futurian Systems Client Relations will complete an Orentation with the Client on use and operation of the ELK Security system, and operation from M1 Touch iOS app.
  
  As Futurian worked through the project with success, there came a point by which a final punch list of issues needed to be resolved. Of which, all were resolved except the Garage Door Integration.  As this became an “additional advanced programming and configuration” item per the Scope of Work, especially since it was a client provided garage door system, discussion was had with Mr. Hayse (see below) as reflected in the invoice from 4/28/2023 (see Exhibit B) this was an issue that would require more troubleshooting and possible parts.
  
  CONVERSATION WITH MR. HAYSE
  “…I explained this possibility to Mr. Hayse but he was ok with being able to manually change the control options from the keypads now that I was able to explain what the issue was…”
  
  Therefore, the service invoice submitted to Mr. and Mrs. Hayse was not only anticipated by Mr. Hayse, but also fully justified.
  
  Nonetheless, Futurian continued to work with the client on the outstanding invoice and concessions were made with credits applied to the invoice for additional configuration work performed outside of scope.
  
  Despite Futurian’s attempts to work with the client on billing, it became apparent that Mr. and Mrs. Hayse were simply attempting to receive additional work at no charge.
  
  The actions taken by Futurian are indicative of good faith to satisfy their customers. History also shows multiple conversations in an attempt to do so. As always, Futurian remains open to continuing to work through this issue to bring full satisfaction to the client.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have spent thousands of dollars on a sound system that they installed that has failed to work multiple times in the first year. My complaint is that they are charging me for service calls that should be warranty. To quote them: “time is money”. They don’t care about their customers.

  Business response

  10/14/2022

  My. ******* is incorrect with his statement about the warranty. It specifically states in Clause R within our Agreement (attached) his labor warranty is thirty (30) days for the time he signs off on the project being completed. According to our records, he executed the Project Completion Statement (also attached) on 2/4/2022. Therefore, his labor warranty would have ended on 3/4/2022. He is therefore falsely representing the warranty coverages.

  The customer has been charged for services to support the electronic system he purchased. Service is not free and he has been billed on each such request of service. His latest invoice has gone unpaid for over ninety (90) days and has therefore received finance charges. The customer called into the office with hostility and threats towards the company when the company is only doing what was clearly referenced in the documents provided.

   

  Customer response

  10/14/2022

  Complaint: ********
  
  I am rejecting this response because:because I had so many problems with their system, they promised to get the system working properly before this warranty expired. Their response is another example of their not standing by their word nor their work. 
  
  Regards,
  
  **** *******

  Business response

  10/25/2022

  Mr. ****** is not being truthful with his response. He personally executed a Project Completion Statement on 2/4/2022 acknowledged by his signature on the attached document. In which, the document specifically states: 

  --I agree that all hardware included or added to the system is in good working condition at the time of install and understand that the warranty for each such piece of hardware is in accordance with the manufacturer’s limited warranty specifications.
  

  --I agree that labor warranty is for thirty (30) calendar days from the Completion/Sign-Off Date and I’m subject to hourly labor charges for any and all labor past the initial thirty (30) calendar days from Completion/Sign-Off Date unless I choose to enroll in the Futurian Protective Service Agreement attached hereto.
  

  As with all electronic systems, they require on-going maintenance to keep them in good working order. Mr. ****** has been offered a Service Plan to cover such issues, but chose to reject the plan and therefore must pay for incidental issue at our full service rate. While we have provided the services to maintain the system he has purchased, he has chosen not to pay us for service rendered.

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