ComplaintsforPer Mar Security Service

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company had been the worst I have had to deal with. I was told the camera system was going to do all these amazing things . I was later explained after installing it wouldnt do anything they said it would do. I was also told my installation bill would be adjusted because I ran CAT 5 and because of issues . This was never adjusted. They love to do the initial call and tell you all they will do for you and then fade away. Nothing gets done as I have the same ridiculous installation bill . Over $5000 for less than 3 hours of work on a system that does nothing stated. I want this system out of my store and I dont ever want to hear from these scammers again. I will not pay this bill for the mess they caused.

  Business response

  05/24/2024

  Good afternoon. 

  We are writing in response to the complaint filed by ************************* regarding a camera installation. We appreciate the opportunity to address this matter and provide clarification from our end.
  Despite our diligent efforts to resolve the issue and reach out to the customer, we regret to inform you that we have been unable to establish contact with ******. Our records indicate that we have made multiple attempts to communicate, but unfortunately, we have not received any response.
  We take customer satisfaction seriously, and resolving complaints in a timely and satisfactory manner is a top priority for us. We remain committed to addressing ******'s concerns and providing a resolution that meets their expectations. However, without their cooperation and input, our ability to do so is regrettably limited.

  
  In our previous attempts to contact the customer, we have outlined our willingness to address their concerns promptly and have provided detailed steps on how to proceed with the resolution process. We encourage ****** to reach out to ***** by responding to his voicemails or text messages at their earliest convenience so that we can work together to find a satisfactory resolution. We value the BBB's role in facilitating communication between businesses and consumers and are committed to cooperating fully with any further steps you may recommend to resolve this matter. We remain hopeful that ****** will reconsider their silence and engage with us to reach a resolution.

  Thank you for your attention to this matter. Please do not hesitate to contact us if you require any further information or assistance.

  Customer response

  05/24/2024

   
  Complaint: 21737665
  
  I am rejecting this response because:

  they can write a sweet response to the problem. This is great if I were a large company I could write wonderful clouded messages to so the BBB would see I am such a perfect business with great customer relations. 
  The fact remains this system does nothing they said it would . I was explained it would and it doesnt thats the fact!! I was explained my installation bill was going to be adjusted it has not! Another fact they keep avoiding. I want this over priced system removed from my store! I will begin speaking with an attorney for false advertising and more. Or they can give me the and they want the equipment sent and I will begin removing it very soon. There isnt anything to be worked out. I am a consumer who was played by a large company. They falsely claimed things and now want to sound compassionate. Remove the system immediately!
  
  Sincerely,
  
  *************************

  Business response

  06/11/2024

  Good afternoon. 

  We stopped by this site at the end of May and spoke to ***************************** wife since he was not there. She did not schedule a time for us to pull the equipment, instead she said she wanted to talk to her husband as she felt the $1000 credit we provided them was fair and she did not want the system removed. She advised ****** would call his contact *****************. We have still not heard from him. At this time we cannot reach ****** to schedule the removal of equipment and stopping at the site did not fully resolve the issue as this complaint is still ongoing.

   

  To resolve this issue please advise what days of the week and time frames work for Per Mar to arrive and pull the camera and burglar equipment per request and at that time we will cancel all services or let us know if you wish to pay the open invoice for $2924.44 (originally *******) camera install invoice and $999.62 burglar install invoice. 

   

  Thank you 

  *************************;

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/27/2023 a technician with ******* Securities showed up at a property we manage and performed work that one of my maintenance technicians had previously canceled. An email thread outlining the conversation and chain of events between my property manager and *********************** at ******* is attached. Additionally, *******'s records were outdated and they contacted a past employee of mine to discuss the service they planned to perform which added to the confusion. Our experience working with **** is part of this complaint. When I talked to **** later, to try to work this out, he actually swore and yelled at me, which is not normal at all for how we do our work.We cannot pay unapproved invoices for our clients/property owners, and I need assistance getting the invoice voided. My complaint is regarding: 1. unapproved work performed at a property we manage. 2. an invoice for work we did not want. 3. Outdated records resulting in a phone call to a past employee instead of contacting our office or using email to be clear about this work.4. Extremely poor customer ********************** when trying to rectify the issue with emails and phone calls. We have not paid the invoice, and we just received a collections letter from Interregional *******************. I've responded to the letter disputing the charges, but I also wanted to file this complaint in hopes there is a way to assist us in having this invoice voided and the collections stopped. If this has affected my company's credit score, I'd like help getting that resolved. Thank you for any assistance you can provide. ***************************, President **********************

  Business response

  04/01/2024

  Dear *************************,
  
  I am writing in response to your letter dated 3/27/2024,regarding the concerns raised by *************************** with **********************.Reference number ********. I appreciate the opportunity to address these concerns and provide clarity on the matter.
  
  First and foremost, I want to express gratitude for bringing this matter to my attention. Maintaining positive relationships with customers and adhering to ethical business practices are core values of Per Mar Security,and we take all feedback seriously.
  
  Upon reviewing the details of the complaint it appears that the customer believes they cancelled a ********************** appointment scheduled for 7/27/2024 but that they were charged anyway. They also believe one of our employees did not communicate professionally with them. I do want to apologize they feel this way and for any communication that was not respectful and/or helpful to resolving this issue. Calls to our service department, who schedule the appointments, are recorded and notated. We do understand human error can happen on either side of this issue, but we do not have any record of the call to cancel this appointment. I believe it is possibly because of the appointments prior to this one being cancelled or needing other service providers, that some communication attempts may not have effectively taken place. We were also advised by ******************* on 10/9/2024 that we did not complete any work on 7/27,but once we advised exactly what was completed I believe that portion was resolved. When the disputed appointment took place there were people on site and after this issue there was more service work called in and requested by their employees. We did end up stopping that newly requested service as well as asking the owner to make sure her employees know not to call and approve service that is not wanted. When this issue was being discussed with the customer we offered to cover half of the $344.20 invoice if she paid the other half due to the confusion on the cancellation and work being completed, but they did not agree to that offering.  We understand the importance of resolving customer issues promptly and satisfactorily. With that in mind, we have taken the following steps to address the concerns raised.
  We called *************************** 3/29/2024 to discuss this complaint and come to a solution as well as apologize, but she was unavailable until after 4pm. We called back between 4pm and 5pm but we were unable to reach her and left a voicemail. We have also credited this invoice and closed the account with the collection agency so there will be no more collection attempts.
  We have made sure our recorded lines for our service schedulers are working as they should to prevent any confusion in the future regarding cancelled service calls. We have left this account cancelled so that ******** does not have to worry about her employees requesting service from Per Mar and the company being billed.
  
  Please be assured that we are committed to ensuring customer satisfaction and will continue to monitor our process to prevent any recurrence of similar incidents. We value our relationship with the Better Business Bureau and the trust of our customers, and we will continue to uphold the highest standards of service and integrity.
  
  If you require any further information or clarification,please do not hesitate to contact me directly at ************** or **************************************** Thank you once again for your attention to this matter.
  
  Sincerely,
  
  *************************
  CUSTOMER CARE SUPERVISOR
  
  ***********************
  ********************************
  *************

  Customer response

  04/01/2024

   
  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.
  

  Thank you,
  
  ***************************

*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. ↩