ComplaintsforIVS Security, Inc.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called this company due to being locked out of my vehicle. They arrived and made a key fog that only worked at times and woulnt start my car. I called back and they told me that they we're going to come back and repair the key. 2 or 3 months later and a lot of calling they finely came out and reprogrammed the key only for it to the same thing, I called back and was told by the owner he would come out and fix it - that was over 4 months ago. I ended up going to the dealership to get a key made. I want my money back .

  

  Business response

  04/30/2024

  As per our standard procedure, we dispatched a technician to create a new key fob for your vehicle, ensuring completion of the job before departing the site.
  Regarding the recent concerns you've raised about the functionality of the key fob, we'd like to refer you to our warranty policy, clearly outlined on the invoice you signed. Our warranty covers our work for a period of three months, as stated in the policy.
  Upon reviewing the attached information we see that this job was completed on 1/24/23, additionally we have a video footage from the service date of 10/17/23, showing that the key fob was in proper working condition when our technician completed the job. We went above and beyond to help the customer even through she called back 10 months after the service date, which is very much outside of the warranty period. Requesting a refund 15 months after receiving service is unreasonable. 
  While we strive to provide reliable service and uphold the terms of our warranty, we regret to inform you that your current request falls outside the warranty period.
  We understand your frustration, and we empathize with your situation. However, it's essential to consider potential factors contributing to the fob's malfunction, such as water damage, physical damage, or other unforeseen circumstances beyond our control.
  We'd like to highlight that, as a company committed to customer satisfaction, we addressed your initial concern promptly and even outside of the confines of our warranty policy.
  Considering the elapsed time since the initial service date, the absence of ongoing communication or complaints, and the fact that IVS Security went above and beyond what's expected to help this customer, we trust you understand our position in this matter.
  

  Customer response

  04/30/2024

   
  Complaint: 21623960
  
  I am rejecting this response because: I did see that you had a 3 months warranty but you kept putting me off so the warranty would run out hince the reason why we are here now. At one point I was told that the owner was on vacation and would get back with me but never did. Im sure you have records of your call log. Go back and see how many times I called you within the 3 months asking for you to come back and fix the problem. 

  Regardless, you did not do your job correctly and im very disappointed in this company. 
  
  Please Repay me.
  
  Sincerely,
  
  Saphrina ******

  

  Business response

  06/13/2024

  Hello,

  We tried calling BBB to get an understanding of how it would best to close this claim. We understand the frustration the customer is experiencing, and while we still believe that we did our job in a professional manner, we would like to issue a refund  in order to close the claim. Please let me know what are the steps we need to take in order to provide the refund while ensuring the claim is closed. 

   

  Thank you.

  Customer response

  07/09/2024

   
  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.
  How and when do I receive my refund?
  Sincerely,
  
  *********************

  Customer response

  09/25/2024

   
  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,
  
  Saphrina ******

*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. ↩