Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over 6 mouths ago had to cancel service due to poor service. I was supposed to get a refund as of today December 30 approximately $107.00 has not been received. They keep telling me a check has been sent on December 19th nothing yet.I would like what is coming to me. They sent a picture of the check. It is very funny I get all my mail with no problem. I did tell them them I was going to make a claim to you. Still no results.

  

  Business response

  12/31/2024

  The customer is correct that the original refund was delayed. This was remedied and a check was cut & mailed in early December. It had not arrived when the customer reached out on Thursday, December 26th. 

  On Monday, December 30th, after consulting with the customer, a replacement check was cut, an envelope labeled, and postmarked and photographic proof sent to the customer. We re-confirmed the address on file was correct prior to mailing. The new check was immediately driven directly to the local post office and sent out prior to the cutoff time of 5pm.

  Customer response

  01/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently received a bill from SOS Home Systems for a service call done on 4/26/24. We received the bill for this service of $156.25 on 7/06/24, and they wanted it paid by 7/20/24. In addition, they charged a Flat Rate Travel of $93.75! Seriously, we have NEVER been charged a travel fee. The original company, Family Future Security owned by *************************** was sold to SOS approximately 2-3 years ago. Since the new ownership, it has been a nightmare. I have no problem paying the service fee of $156.25 BUT I have NO intention of paying a Travel fee when we were never notified of such fees. I called SOS on 7/6/24 to inquire about this, spoke to a "******" who said she would relay the message to the ************* who would call us back. To date, we have received no call back.

  Customer response

  08/02/2024

  I have not heard from the business in response to my complaint.As mentioned previously, I did contact the business and to date, have not received a call back. Typical of their history.

  

  Business response

  08/04/2024

  Our company operates in a very large footprint covering the southern half of **, the southern half of **, Northeastern and ***********   We have offices in ************, ******** ME, and ********* ME. We have over 40 service vehicles on the road every day servicing our clients and of course we have to charge for travel. We have a very fair system for travel which is one way, (not two-way travel like many service companies) and it is door to door from out office.  I'm sorry if *************************** didn't charge you travel time and that we do but I find it interesting that you feel strongly that we should not charge you for our driving time.  It costs a lot of money to have a service tech on the road in a service vehicle driving from place to place all day.  The cost of the van, the fuel, wear and tear on the vehicle, insurance, excise taxes, PLUS the hourly cost of the driver who is a skilled technician is one of our highest expenses of operating this highly valued service organization.   I'm sorry that our billing department failed to call you back regarding this issue and I will be sure to have someone call you this upcoming week to discuss.  We value the business of ALL of our clients and we do everything we can to offer exceptional service at a fair price and I"m sure we can come to an agreement on a price that you think is fair for both of us.  

  Customer response

  08/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We have no problem paying for the service call but will not pay for the travel time. The technician came from a previous call before coming to my home as he told me that, and he lives in the adjacent town to me, *****, **, and was heading home after his service to me as he didnt feel well.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  08/05/2024

  It appears the customer responded to our outreach by contacting the BBB again, but did not respond directly to our calls or email. I've attached the email I believe she is responding to.

  We are happy to waive the travel charge on the invoice in question. The adjustment has been made on our end.

  Customer response

  08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

*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. ↩