ComplaintsforAffinity Integrated Solutions, Inc.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** solicited my business in May 2023. I purchased equipment upfront through the *** rep. First issue which arose was promotional pricing not fully honored/acknowledged. Then, install not fully completed (Affinity Services Techs (multiple) stated garage cam and other cam(s) not functional - battery ran low because install not completed.), panel and door bell cam faulty (tech stated they've had issues and I qualified for updated system - would speak with supervisor and return). I've requested that functional/updated equipment be fully installed and, for company to deliver the purchased Motion Sensor Camera be delivered/installed. Each time, each company, *** and their 3rd Party vendor has tossed me back and forth without fully resolving any of the aforementioned issues. Even with me expressing impact and recent security concerns at my residence - no resolve/no solution. I've been paying for service/equipment that is not fully and adequately functional. This must be an ongoing practice between the two companies... I feel scammed and, if not fully and promptly resolved, will be cancelling this service and going to a reliable and customer friendly company. At this juncture, I would not recommend to other friends, family and neighbors.

  Business response

  02/05/2024

  We have spoken to Ms **** and will be addressing all issues. This unfortunate incident fell between the cracks of internal communication. Once we have completed the necessary service the customer will be whole and withdrawing the complaint.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I repeatedly called this business in order to cancel the *** contract they signed me up for.But their listed number was busy or would say they were closed in the evening. I couldn't reach them. Finally I contacted the man who had signed me up and he had someone call me just to be told that the contract had to be closed via *** directly. The process of signing up was so vague that I believed I did sign up directly with an *** representative and not a 3rd party rep because that's how he presented himself. I also only signed up for a 2 year contract but, unknowingly to me, he had me sign up for a 3 year contract! I've been making my payments via the *** website as I was told that *** would handle all direct payments. I recently had to cancel the contract and *** handled my cancellation and explained when I would receive my final bill. However, I've started receiving invoices asking for full payment of my contract by AFFINITY INTEGRATED SOLUTIONS. I tried contacting them via phone and email and wasn't able to reach them because nobody answers the phone and their listed email doesn't receive emails. I called *** to verify the process of cancellation and they confirmed that they handle it all including the final payment. I can't get this other company to stop emailing me and I can't dispute people who are unreachable! What can I do?!

  Business response

  07/19/2023

  AIS was notified by *** that the consumer wished to cancel and had placed a cancellation on the account for August 2, 2023. All monitoring payments are collected by *** when the account is active and in service but when an account is placed for cancellation in less than 1 year of service, the Dealer is responsible for the account and any remaining balance of the agreement would be billed by the Dealer (AIS) and not ***. The customer has only had services for 7 months, so AIS is still responsible for the account and it falls under these guidelines. At the time of cancellation all remaining months left on the agreement are due to avoid being turned over to a third party collections agency. The agreement was signed on 1/7/2023 for 36 months, AIS only billed the customer for the remaining months left on the agreement at the time of cancellation and would never bill for an entire contract. AIS will notate the account that the customer no longer wishes to be contacted. AIS normal business hours are Monday-Friday 9am-9pm and the main office number is 1-800-587-1503.

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to reach out to Affinity Integrated Solution for the past 2 weeks I have left a voice mail but yet to receive anything back, it’s even worse that I called ADT to explain this and they attempted to contact AIS and still no answer. Why’s is it that a customer trying to get information about their contract and final bill can not get a hold of those who have it according to ADT.

  Business response

  04/07/2023

  AIS spoke with Mr. ********* on April 3rd. He informed AIS he was actually having issues with a different security company whom he had recently signed up services with and that there was no issues with AIS. Mr. ********* did ask AIS about upgrades and we are working with him on some different options for upgrades. Please consider this complaint closed since this was not the company that Mr. ********* had the complaint with. Thanks.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/13/2023 An employee or authorized dealer fraudulently placed a burglar alarm in my home and even placed on in my shed. He told my 80 year old mother that he was installing a camera in my home in *********, Ga. I moved to *** **********, Fl on 4/8/2022. I was at work in *****, Fl when the 2 contracts were electronically signed. I provided them a copy of my time sheet. This company has put 2 fraudulent accounts on my credit report and is doing nothing about the fraud. I did not sign for 2 systems, I did not want their product. Their representative fraudulently put 2 contracts in my name. I am uploading a copy of the 2 contracts and a copy of my time sheet stating that I was at work in Florida on 6/13 several hundred miles away.

  Business response

  01/30/2023

  At this time AIS is currently working with Ms ***** to resolve this matter. As we are awaiting for the police report to be filed for potential fraud, we have paused all collections activity.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  System has been degraded in some form since installation. Installer damaged garage opener attempting to install incompatible equipment, I had garage opener replaced by warranty since it was a brand new house and it needed an immediate solution. Repeated calls to customer service where I'm told to contact the agent AIS and when contacting AIS I'm told to contact ***. Depending on the customer service technician I may or may not be provided a temporary solution. If the technician is less experienced I'm immediately suggested to pay for a service call because of their inability to correct the same issue. I've spoken with numerous agents and assured someone would reach out within 48 hrs. Only once did someone reach out and left a voicemail. Upon responding to that message, I have yet to receive a response. The service isn't particularly expensive but inoperable it isn't useful either. After one year of a three year contract with a terrible product and awful customer service I'm a bit more than frustrated.

  Business response

  01/31/2022

  AIS was not aware of any service related issues the customer has been experiencing and we were not informed from ***. We have contacted *** on behalf of the customer and requested that contact be made with Mrs. Allen to resolve her issues immediately. We were notified this morning that *** has scheduled the customer for service on 2/2/2022. I have attached communications from the email above. 

  Customer response

  02/02/2022

   I am rejecting this response because it is inaccurate. *** directed me to call AIS on one occasion and when I did their representative stated that *** should not have done that and that they had been getting an increase in those types of calls and would let a manager know. No follow up ever. I contacted *** again and again with no resolve. After this complaint *** scheduled and sent out a tech to resolve an issue that could have been handled over the phone l, which has been in the past and I’ve repeatedly expressed that in previous calls yet they will only tell me to contact AIS or pay for a service call which is what I ultimately had to do. They cameras continually disconnect and I’m not paying a service call every time I get an incompetent or inexperienced phone rep. The tech that came out resolved the issue in minutes and agreed that it could’ve been handled remotely. As for the constant video interruption requiring technical support, they advised it’s was the cameras themselves as they are placed well within distance of the router but still operating at a degraded percentage. They also informed me that the cameras installed were not the standard *** cameras used but authorized dealer cameras. So my cameras work for now, but my issue is not even remotely resolved and I’m livid regarding the assertion of lack of awareness and the continued dismissal of the root of the problem.
  
  

  Customer response

  02/02/2022

  I’m requesting that they refund the unnecessary service call fee and replace the cameras with ones that aren’t degraded or limited in capacity to pick up signal so they don’t constantly drop offline, since it was verified my router was not the issue. Alternatively, they can refund the service call fee and cancel the contract without early termination fee. These are more than reasonable options given the year long degraded and sometimes unavailable service, along with the destruction of my garage opener as well as time lost constantly battling this issue.

  Business response

  02/15/2022

  From: ***** **** ********************* 
  Sent: Friday, February 11, 2022 4:50 PM
  To: **** ******* ***********************
  Subject: Assistance Needed : Complaint ID: ********

   

  Good Afternoon,

  I received an email today that this complaint was closed but our response to the rejection is not listed? I'm not sure if there was an error but we made another response on Feb 7th that *** had contacted us and refunded the customer as requested. She was also scheduled for a service appointment for 2/12/2022 to replace all of the cameras. Please let me know if there is any further information or what else you may need on our end. 

  Thanks,

  LeAnn C***
  
  

  Customer response

  02/15/2022

   I am rejecting this response because:  

  In response to the complaint being closed. I never received the response to my rejection. However *** did send out a technician, but new cameras were NOT installed. A Google Home Nest router was provided instead on Saturday 12Feb2022. Thus far everything has remained online, however the doorbell camera lags so terribly it’s practically useless. I’m waiting on a follow up from *** and if the doorbell camera would actually be replaced and Google router that was installed holds up, then I’d have no further issues with the system.

   

  Sent from my iPhone

  
  
  
  

*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. ↩