ComplaintsforHabitec Security Inc.
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Complaint Details
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Initial Complaint
01/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Habitec installed new security panel on November 5, 2021 with subsequent service complaint to program the security panel because it was not programmed to work, with a call from us on 12-31-21. It was finally re-programmed with a service call on January 3, 2022. The back door panel was in order, but the Service Professional missed setting the front door panel. We rarely use this as a primary exit. So, I called this summer to say that we were surprised to find that the front door was not programmed for a 30- second exit, it was programmed at zero and the alarm was not secure, The person on the phone had me test it and said he would attempt to re-program it remotely. Then in the fall, he called back to say that he had to make out a service ticket and Habitec would be out to program it correctly and that he had lost the original service ticket. So yes, they returned sometime in December and fixed the issue that should have been programmed a year ago. WE rely on the alarm company to "fix it in the first place." They offer no checklist for accuracy and do not offer any invoice or paper work with any service call. The Service Professionals are nice, but slide in and out without saying anything. No emails, no paperwork. We are at the mercy of the Habitec office staff that subsequentially sends an invoice. Now we have received two past due notices for $129. Habitec's ********** ******, December 12, 2022, called us asking for payment. I explained the situation and said she that **** the Service Manager would get back to us. Tonight I sent a text message. Please advise, I know I should be more proactive with testing the system and demanding an invoice, but, I assumed this is a reliable company and I shouldn't have to be so assertive? And who has the time to take off work to make all these fixes, and make notes on what happened and when?Business response
01/11/2023
According to our records and customer history, we have responded to all requests, accommodated all service calls in a timely manner including some at no charge. Management spoke with customer on January 10, 2023 to make sure there weren't any unresolved issues. System is working and all issues resolved.
Customer response
01/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, with two good business suggestions:1. An INVOICE for each visit should be left with the Homeowner at time of service.
2. If a homeowner pays for installation of a new security panel, a CONTRACT would verify that the programming of the panel is included/not included at an additional cost. Note: We paid for a new panel that required multiple extra service calls to "get it right".
A woman from Habitec followed up by phone to see if we were happy with not paying for the extra service calls. She sarcastically referred to them as "free service calls". This comment was unprofessional. One good business practice is to "get it right the first time", so that the homeowner does not have to incur extra charges when an updated product is installed. Habitec has made us feel like they were doing us a favor.
Sincerely
******* and ***** *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.