ComplaintsforDoyle Security Systems, Inc.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to successfully contact by e mail or telephone any person in management at Doyle security in Rochester NY to file a complaint and abandon my contract with them regarding equipment installed by them approximately 15 months ago. There was an act of Criminal Mischief ( reported to and attended by Deputy S******** #**** ) at my property **** ****** ** Penfield on July 1st., 2022 and also reported to Doyle who sent a technician out to assess the damage to 5 gate alarms that failed to send "Tamper Alert " to me or Doyle and a camera with zero night vision that was aimed at one of the gates vandalized alarm' The technician , Mike said the camera was "bad " and would have to be fixed. There was explanation as to the damaged gate alarms and how those alarms could be replaced as it would have to be decided by head office. I had one phone call from a "Tim " somebody in sales, and can no longer reach him, who scheduled a technician for work on the camera only, on August 17 th. E mail address for someone to talk to at Doyle come back as undeliverable. I want to void this contract because I am highly dissatisfied with the performance of their product and the embellished capability's at the time of signing contract and installation they told me about their product, and lack of customer service. I have now been without protection to my property for one month since the failured Doyle system and Sheriff was unable to include in report any time, or imaging of the vandalism that would have helped identify the intruder.

  

  Business response

  10/03/2022

  Our supporting information as to why this complaint is invalid:

  • The equipment (gate alarms) the customer purchased and mentions in complaint is a 2-piece device.The electronic piece of this 2-piece device has a tamper feature. The other piece, a simple magnet, does not. The cover of the magnet was what was actually damaged, which would not trigger a tamper alert, and the contact remained fully functional after the damage.

  • The aforementioned equipment (gate alarm) was fully functional at all times, while the camera needed replacing, which we offered to replace under warranty. The customer declined. The gate sensors remained functional throughout.

  • We offered to replace the broken camera and fix the part of the gate alarm equipment that was brokenat no charge, but ****** declined. See below screen shot for supporting notes from our customer database showing that they cancelled the appointment to replace the camera.
  • The equipment worked as expected/promised for the first 15 months after installation, so requesting a full refund on all equipment, labor and services for the lifetime of the contract is unwarranted.
  • ****** openly shared that he is recognized by Monroe County Sheriff’s office as a “frequent caller”
  • A member of our sales team returned customer’s call while on vacation and they both agreed, happily, on a plan to meet when he returned to town. Immediately after this plan was put into place and agreed upon, the customer began submitting this BBB complaint and other similar complaints across the internet against us despite the open communication from our team and the plans already in place to meet and address their issues.
  • Our Director of Sales spent the last 3 weeks calling ****** to resolve this issue over the phone and customer refused to answer or return phone calls until last week.
  • ****** exaggerated and misstated details in his complaint: He says he was unable to speak to anyone in management, but he spoke to Tim, our service manager, who he says scheduled an appointment to fix the camera, which the customer later cancelled. He also never called his sales representative despite having his contact information and several prior conversations with him via his wife. He also never attempted to email his sales rep and cannot tell us who he sent the "undeliverable" email to.
  • Our team never made any "embellished claims" to the customer regarding our products or services. For example, his wife told our sales rep on the phone that both the sales rep and Mike (our installer) told her there was a tamper before they signed, which is untrue. Our sales rep was not aware that the device had a tamper until after all of this, so he could not have told them something he did not know.
  • The customer claims that he has "been without protection” and refers to a "failed system," but the only thing that wasn't working was one camera, that we offered and tried to replace. Meanwhile, several other cameras and his gate alarms have been fully functional all along, and remain functional to this day.

*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. ↩