ComplaintsforBates Security, LLC

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had used Bates Security to secure my home. In 2021 and 2022 they suddenly raised my rates without prior notification. In 2023, my system went down and contrary to their stated policy, they initially refused to come to my home because it was a holiday and the person tried to say it was my fault. When I stated their policy, they sent someone. On February 1 I canceled their service. I was not aware that I was responsible for payment of fees for the next 30 days. It was in fine print, but it was never explained to me when I began the service. I find them to be disingenuous. When I called customer service about terminating the service, I was given wrong information and had to call a second time. by then I was billed again. I called my credit card company to contest the charges. My credit card company took two months, but in April told me they had reached an agreement with the company and credited back the fees. This month, I was again billed by the company with added insult of interest charges. I find Bates to deal dishonestly and especially not being clear about billing, either with raising rates, customer service, and charges due after cancellation. I am willing to pay the fee (even though they agreed with credit card company that I did not have to) but I am not wiling to pay interest fees. I want them to cease and desist in pestering me.

  

  Business response

  06/15/2023

  Our apologies that you had an unpleasant experience.  In order to continue to provide exceptional customer service, we did unfortunately have a small rate increase on your account in 2022 due to the inflation we experienced like many other industries.  In 2023, the state of Kentucky chose to require taxing many service industries including alarm monitoring.  The taxes were reflected on your January invoice to be remitted to the state.   
  When it is a holiday weekend, we do try and provide service next day if it is not an emergency in order for our employees to enjoy time with their families.  However, we did come to change the batteries on your system and ensure it worked properly on Christmas weekend so that you did not experience any further issues.  Additionally, we offered two months free service when you indicated you were not happy with the price and waived the 30-day notice.  We also refunded the check you sent us for the 30-day notice as we had already credited off the invoice.       
  Our senior management team is aware of your complaint and reviewing all of the circumstances of your account to address any issues with our team.  We appreciate the feedback and will use it as a training opportunity so that our team can continue to provide the best possible service to all of our customers.      
  Thank you,
  **** ******* ***
  Chief Financial Officer 
  Bates Security, LLC

  Customer response

  06/21/2023

   
  Complaint: ********
  
  I am rejecting this response because: they state they refunded the check. As of this writing, they have cashed the payment check I sent but have not refunded it. Furthermore, while they give reasons for rate increases, the bottom line is that they should inform clients before increases go into effect to give us a choice weather to continue to service or not. We are never informed. Other businesses inform me a month to three months in advance of rate increases to provide me time to determine if I am to continue service or not. 

  If indeed they do refund the check, I will inform BBB of that fact, but as of June 20, 2023 that is not the case.
  
  Sincerely,
  
  ***** *******

  

  Business response

  06/23/2023

  *** ******** it was a pleasure to speak to you regarding your concerns.  The CFO approved a refund on June 9th but there was a delay processing it.  We are investigating what caused the delay so this does not happen to another customer.  The check was mailed on June 22nd and you should be receiving it soon.  Thank you again for bringing these matters to our attention.  Our executive team is heavily involved to ensure that all of our customers receive the experience they deserve.
  
  Thank you,
  ******* **** 
  AR/ Collections Manager

  

  Business response

  06/23/2023

  *** ******** it was a pleasure to speak to you regarding your concerns.  The CFO approved a refund on June 9^th and it was mailed at that time.  There was an apparent delay in the post office as, per our discussion, you received the check on June 22nd.  Thank you again for bringing these matters to our attention.  Our executive team is heavily involved to ensure that all of our customers receive the experience they deserve.

  Customer response

  06/24/2023

   
  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. They sent two refund checks. I accepted one and shredded the second one. I have asked them for more transparency in how they present fees and in reporting raising of monthly fees. Thanks to Valerie who spoke with me to conclude this matter and to the BBB for mediating this dispute.
  
  Sincerely,
  
  ***** *******

  
  

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