ComplaintsforCatalist Technology, LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Job was to start on 7-31-23. No one showed up. I called and the business said it would install on 8-7-23. No one showed up again. E-mailed (*******************) on 9-1-23 and he called me and said he would install on 9-11-23. No one showed up again. On 11-7-23 i e-mailed (*******************) and he called me back. *** told me he was having problems and didn't have any idea when he could get it done. I informed him that he had multiple times to install product and that he needs to return my money. Which he agreed to do. That was the last time i heard from him and no money returned. I would like my money back. Ben ***** # ************. The easiest way to contact him is e-mail *********************************

  Business response

  01/16/2024

  I came to the property at the request of customer and spent a consider amount of time engineering a game plan and advising of different options for Camera install to have property awareness around perimeter of house including but not limited to beefing up WiFi as well. I quoted a low, medium, and high end option for them to go with based off of products on ring.com website. Customer wanted a high end option and was willing to pay for it. Upon ordering equipment I was notified by ring distribution that product was on back order and would be notified when they got in. I notified the client and offered them a solution with one generation previous on camera model and a refund of difference or wait for the cameras he wanted to come in. He told me he preferred the newest option and was willing to wait. I told him I didnt know if it was going to be weeks or months but if he was willing to wait so was I he assured me he wasnt in a hurry but was willing to wait on the newest model that was on back order. I kept him in the loop every time he would call letting him know the status. Upon one particular call I had been dealing with 2 months of Stage 4 Cancer of my Girlfriend who has 4 kids and ***************** visits for tests and pain etc I had to slow down my business to take care of her and her kids and was only working limited hours each week based on availability of other family members and friends to relieve me of care but I assured ************* that I would still be able to peel away the time to complete his project when the cameras were available. He instead insisted that although the health situation of my girlfriend was unfortunate he didnt have confidence in me being able to make that time priority for him and because so much time had passed and he still didnt have cameras up he wanted a full refund of the project. I told him that I understand his frustration and was willing to work with him but that we dont do refunds without a restock fee for equipment. I apologized to him for allowing communications to wain during the difficult time and was not proactively keeping up to date but I always answered his calls and kept him abreast its not my fault the supplier and the supply system through my channels had such a back order of a high demand product I advised him if it would make him happy Id take the loss on the materials and order the equipment retail or from whatever source I could find these particular cameras but they were not discounted in bulk like he wanted and the price I had given him. Had a significant discount and would have made me take a significant loss to order them from retail channels. Instead he insisted on a full refund. I told him I understand.

   

  out standard practice is to have customers pay for the cameras and labor just like they would had they ordered thru Best Buy geek squad we tell them we will call them to schedule install when the equipment comes in ************* kept demanding install dates and I gave him estimated dates IF equipment was in. On the date he mentioned that I was supposed to show up I didnt not because I didnt have the cameras yet and it was a tentative date I had been in the hospital all night long with my GF and had fallen asleep so I didnt call him that morning to advise materials hadnt arrived yet and we wouldnt be there to install he didnt call me either so I assumed he understood materials werent in yet. When I finally did talk to him and he demanded refund I had let him know that I was sorry for allowing him to slip through the cracks on communication as this was not our usually customer experience and I was as upset with this whole situation as he was I let him know understand his frustration and desire for refund and we hung up the phone. I have not refunded him nor have I completed the project at this point Im willing to make a concession with a 25% restock fee as equipment had finally arrived but prices dropped over Black Friday and i was not able to sell them at the retail price paid for them but had to sell them at a loss of 40% 

  Since ************* inferred incorrectly that I wouldnt be able to get him taken care of due to my GFs situation and was literally indifferent I havent made him a priority since that last phone call one way or another. 

  Customer response

  01/22/2024

  Forwarding attachment 

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please see attached.
  
  Regards,
  
  *********************

  
  

  Customer response

  01/25/2024

  Correction 

*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. ↩