ComplaintsforCapitol Alarm System, Inc.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about 10/2023 my alarm system went into complete failure, I called for service on the company that I had purchased and had the system installed from – Capital Alarm Systems. The Tech came out on 10/13/2023 and replaced the key pad with a new one. This did not resolve the issue and he had to leave to go to another appt. He came back that day and still was unable to get the system to receive signal throughout the house. The tech came back on 10/23/23 and still was unable to get the system working. I expressed my concern that now he had been here 3 times and I will did not have a working system and the cost of this. I was told he needed to go to the owner to discuss next steps as he didn't know what was wrong and why he couldn't get it to work. I did not hear back from them and followed up 3 days later and was told by their front end service team that the owner would not speak to me until the bill was paid. I told them I was unhappy with this and that I didn't think I should have to pay for service that didn't fix the problem. The bill hadn't even been mailed to me. The bill was for $450 for all the visits without resolution to the failed system. In addition, I had already pre-paid for the monitoring service for the year, and when I cancelled the service (since the system was no longer working) the company applied this credit of $151.47 to the service invoice that I feel is in dispute. I have subsequently had a new system installed with a different company and it works with no issues. The new install was only $1000 so why would I have paid for failed repairs when a new system would have been more cost effective

  Business response

  01/23/2024

  I can see no reasonable way I can respond without furthe upsetting the complaintant - but here goes...  

  The complaintanant hired another vendor to complete where we left off. 

  Our troubleshooting was not be completed nor allowed a FULL opportunity to investigate all issues to the end. In situtations as this items unfold that are not evident at the bieginning.  We practice solid responsibility in our billing.  At times we will credit back or void past billing to offset or share asorbatant costs to aid the client at the completion of the job.     
  

  I consider the matter behind us and will void any further billing and absorb the voided costs on our end. 

  I wish the complaintant well in the future.
  

   

  
  

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