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Complaint Details
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Initial Complaint
07/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
3 or 4 years ago, I bought some smoke detectors for $1500 or more. They came back to service them, 6 weeks or so ago. They were going to refurbish them for $1800. I asked them to please pick them up. They have quit answering the phone. I have been trying to get a hold of ****** H32373334**3838303233H who sold them to me and I can&#**;t get hold of him - ************. They haven&#**;t worked properly since they left them here, they keep going off. They told us how to clean them and that&#**;s not our job, that is their job. They flash every color and I just want them picked up and be done with it. Another man that works for them is ***** at ************. They will not answer my calls.
Business response
07/19/2023
To whom it may concern, we received your email concerning ID ********. WE were out of town with a family emergency during the first 2 weeks of July, 2023. *************************** statement of not being able to reach us was very exaggerated. Our office has spoken to *********************************** on several occasions. She originally purchased our equipment on 3/20/2014. We contacted her earlier this year for a complimentary service check. When I arrived at her home I discovered that she had discarded the merchandise. When I asked her why, she said it was beeping, but she never contacted us about it. All smoke alarms must be cleaned every few years, which is and has always been the customers reasonability. I replaced the alarms she discarded at no charge and sold her more at a discounted price. Her daughter, son-in-law and grand daughter now live in the same home, so more protection was needed. A few weeks later she called and one of her new alarms was beeping. Which is very rare. I drove back to her home in ******, **. and replaced the alarm she claimed was beeping. We have had it at the office since then and it has never beeped for us. A few weeks later *************************** called our office again and said another alarm was beeping. Once again, VERY RARE that happens. Because I was out of state dealing with our family emergency, I had our office ship *************************** all new alarms again to replace the ones she received from us earlier this year. We also supplied her a shipping box and an *** return label to ship the other alarms back so there would be no charge to her. We received her shipment back last week. We have tested and thoroughly inspected the alarms that she said were beeping, but we have not found any problem with them. It's been my 35 year experience that 99% of the time that customers say our alarms are beeping, it's either an old cheap alarm they previously had in their home beeping or they have small bugs in their home that set off the alarms. Like small roaches, small spiders, mites, etc.. **************************************** is satisfied with the current results of us replacing all of her alarms and we have stayed in contact with her. She asked us to have the BBB call her. We told her she needed to contact the BBB to let them know the problem had been solved. WE went over and be on to help and satisfy *************************** complaint.
Customer response
08/01/2023
This issue has been resolved to my satisfaction.Initial Complaint
07/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Few years ago, I purchased smoke alarms. We paid over $3000 for them. They have gone out and I have been without alarms for 2 months. I have called them several times and left messages. They have never gotten back to me.Business response
08/16/2022
We have attempted to contact these customers by phone and their line is disconnected. We have driven by their home and no one is there. We will work with the customer if they will contact us.Customer response
08/18/2022
The company came out today and installed new smoke detectors, this has resolved our complaint.Customer response
08/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** & *************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.