ComplaintsforGeneral Security Services Corporation

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a hold of GSSC for the past few months with no luck. I have my security protection with them and have been paying for the service. Every time you call their is no one to answer. I have sent many emails, calls and even have gone to the office location and they have their trucks but no one answers the call or at their door. I have had several problems and still waiting on a carbon monoxide replacement for months. I have also had an alarm that has gone off and no one replied to the alarm to see if we were OK per the process. I would like to talk to the owner of the company as soon as possible. ********************* ************

  Business response

  01/16/2023

  We apologize for our delayed response on this matter, we have been gathering all information regarding this situation from our team to responds and determine a resolution to the reported concerns.
  
  *** arrived at our office the week of January 3rd where our Operations Manager met with him and listened to his concerns.  Our team explained that we would follow up with him to schedule a service call to get things resolved. He now has a service call scheduled for January 17th.  
  
  Regarding ***'s comment about the alarm going off and us not reaching out; we discovered the report codes for low-priority trouble signals were not turned on.  Therefore, the monitoring center would not have received a notification for the ** power failures or any low priority trouble signals.  We have checked the programming and added the low battery and ** power fail signals to be sent to our central station so in the future we, along with the customer, will be alerted for these types of matters. The system was still monitoring all other high-priority troubles/alarm conditions, including: Security Alarms, Fire Alarms, Emergency Conditions, etc.
  
  We acknowledge the issues with our phone system as reported by other customers as well. We are in the process of partnering with our IT department to determine another phone system provider. In addition, we are working on determining a credit/discount for ***, due to the frustrations he had and will be in touch with *** to offer a discount/credit for his frustrations.

*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. ↩