ComplaintsforSecurity Systems of America

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SSA started a job around November 2022 of moving my video footage system to another location in the building. Eddie stopped in a few times to assess the supplies that he would need. In December, John and Eddie came together but they did not have enough supplies to finish the job and I had cameras not working. The job was still not finished as of January 20, 2023. I was told that I kept getting rescheduled because I was "low priority" and they kept getting major businesses and fire calls. I complained to Brandon at the time that I was without functioning cameras. They were supposed to come back February 15th but didn't show until around February 27th. So I had went all that time without cameras functioning to keep video on my business (and we later found employee theft was occurring and it wasn't caught on video so my evidence is not on footage)! John couldn't fix the issue himself and he came a few times, so he needed to bring one of the bosses, Ralph out to fix the job. Ralph assured me that the bills would be adjusted down since it took so long to complete and all late fees I had been receiving would be erased and that he would call and check on me the following week to make sure everything was working okay. It was discovered that cameras weren't recording so numerous messages were left with Ralph. I even escalated and left messages for Rich or Rick, one of the owners, to which was ignored. Ralph called back assuring that the bills would be adjusted and he would have a technician that has been with the company for a long time come out. I waited a few weeks into April, but everything was functioning again. As of 4/30/2023, bills are not adjusted, they are tacking recurring services onto the bill (that is autodrafted). I want some credit to this bill beings that I went almost 5/6 months without a fully functioning video system and cannot press charges with my staff beings the video evidence / view is not there (WHY I PAY FOR A SYSTEM!!!!!)

  Business response

  05/11/2023

  **** *** *******
  

  SSA has received your complaint and investigated your concerns.  Please know that we value you as a customer and are committed to resolving the issues.

  You said you engaged SSA to move your security and camera system in November 2022. The final work was completed on December 28, 2022. Our senior technician and project manager, Mr. Ed H****** confirmed that your camera system was working and that your security panel communicated with our central station. Your invoice for the work was $1,991.25, which remains an overdue invoice.

  
  On January 19, 2023, we received notice that you were having problems with your “cameras,” and we scheduled service as soon as you were available on February 20, 27, and March 7, 2023.  SSA did not charge you for the service visits to get your cameras online and working. The cameras were offline because they were turned off within the DVR, which is located within your facility. We restored your camera service on March 7, 2022. 
  

  You currently owe SSA $1,991.25 for relocating your security and camera system, a recurring service of $134.64, and a late fee of $102.13.  As a valued customer, we will remove the $102.13 late fee, reducing your total due to $2,125.89. 

   

  Thank you. 
  

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The job was not completed on December 28, 2022. As they did not have enough supplies to complete the job so John had to come out several times, and he was unable to complete the job himself. He ended up having to bring out a boss, Ralph, in March because he was unable to figure out why the cameras would not get back up and running. They had to purchase a special tool to finish the job. As for your comment that it was when I was "available" is bogus. My business is open and operational Monday through Saturday 6:30 am - 9:30 pm and Sundays 11 am - 7 pm. They were allowed to come at any time. In fact, John was scheduled MULTIPLE times to come and he did not show up. I had to call in to be told that they moved us to another day. Per Brandon, our job was low priority. When Ralph left here, I was assured in front of staff and customers that he would discount my bill and take care of any late fees because it had been so long. In fact, that day they had two customer referrals to Ralph that they still have not called. I did tell them I would not pay the invoice until the job was completed. Ralph told me that he would check up with me on the following week and then make the bill adjustments from there. When I discovered that the cameras were not recording, I left NUMEROUS messages for Ralph and even left one for Rich. Other staff told me weeks later that he was out sick. When I spoke to him, I told him I was not paying until I got a corrected invoice that showed the late fees taken care of and the discount applied, which I still have not received. 

  I am just asking that they give a discount off of the active invoice. I would even take a 15% discount with the late fees taken care of. As I was at no fault for how long this whole ordeal has taken. Eddie and John were both pointing fingers at who miscalculated the amount of supplies needed. Then John was clueless at figuring out why the cameras would not work and it took Ralph getting here to get the cameras back up and running. Then the box stopped recording that day that they were here so it took another tech to completely fix the issue. Ralph sent someone specifically that had been with the company for multiple years. I pay my monthly bill timely and automatically withdrawn, every single month and continued to do so despite the fact that I consistently had 2 to 3 cameras not operating in December, January, February and March. I will pay the bill whenever I receive the corrected invoices, which the company has yet to provide. 

  Regards,
  ***** ******

  Business response

  05/16/2023

  SSA is willing to provide a 15% discount on the bill associated with moving your security and camera system.

   

  Customer response

  05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I accept a 15% discount off of the bill and all late fees associated to be removed. Payment will be made in a timely fashion when I receive the corrected invoice reflecting the agreed upon terms. 

  
  Regards,
  
  ***** ******

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/1/2023 The issue is over a service that the SSA says I received in October 2022. I did not receive an invoice for this service until 12/19/2022. I don't recall receiving this service and I have no record of it in my bills. I have called the company multiple times and left messages to try and get this issue resolved but no one has called back. Company continues to send me invoices with late fees. I have been a long-time customer of SSA and have never had an issue with them before. It is my understanding that the business had changed ownership so maybe that's what the problem is. However, the lack of response to me after multiple messages and phone calls is concerning.

  Business response

  04/03/2023

  Dear ******** *********

  I received your concern, and I am looking into the issue. I will respond back once I have more background about the billing issue.

  Sincerely,

  Julie B*****

   

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a letter than I can attach to the bottom of this. Since there isn't enough space to fit this all. And there will be pictures of proof also attached at the bottom.

  Business response

  08/21/2022

  **** ***** *******

  
  I received your complaint. I will go over the issues with the SSA Service and Accounting Departments on Monday, August 22, 2022. Once I have a clear understanding of the history coupled with your concerns, I will reach back to you.  

  
  Kind Regards,
  Julie B*****
  Shareholder/Officer

  Customer response

  08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I wasn’t able to add everything but there is the letter that has all the information on the complaint I have.
  
  Regards,
  
  ***** ******

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Continued problems with this company failing to monitor my security system. Company also contacted my emergency contacts about a billing issue on 5 different occassions. Company failed to alert me that equipment was in trouble mode or not being monitored. customer service reps were rude and had an attitude about me testing my system. I notified the company on more then one occasion that i wanted to terminate their service and they have refused to do so and continue to bill me.

  Business response

  11/27/2021

  Dear BBB, 

  SSA has responded to each of *** ******* *omplaints as follows:

   

  Continued problems with this company failing to monitor my security system - SSA does not agree with *** ******* comment. In May 2020, when SSA became aware that *** ******* system was not communicating, a service technician was dispatched, and his system was repaired and operational within a day. Considering *** ******* concern, SSA gave *** ***** a seven-month credit for his monitoring service, which was applied to past due unpaid balances. In September 2020, *** ***** contacted Central Monitoring & Dispatch, Inc. (CMD) (the company that provides monitoring services for SSA’s customers) and indicated that his system was not testing. SSA dispatched a technician the following day, and the technician confirmed that *** ******* system was online and working properly. SSA gave *** ***** an additional credit on his monitoring bill to provide excellent customer service even though our technician confirmed his system as operational.

  
  In September 2021, *** ***** notified CMD that his carbon monoxide detector (originally installed by ADT) was continuously beeping. SSA told *** ***** that the ongoing beeping indicates that the device reached its end of life and needed to be replaced. *** ***** demanded that SSA replace the equipment free of charge. After *** ***** spoke to SSA’s general manager, Ed J***** *** ***** agreed to pay for the new equipment, and SSA replaced the device within a week.
  

  The company also contacted my emergency contacts about a billing issue on 5 different occasions - This complaint is an old issue that dates to May 2020, and SSA has already addressed the customer’s concerns, including crediting his account.

  The company failed to alert me that equipment was in trouble mode or not being monitored - This complaint is an old issue that dates to May 2020, and SSA has already addressed the customer’s concerns, including crediting his account.

  Customer service reps were rude and had an attitude about me testing my system - SSA advises its customers to test their system routinely. We are not aware of any specific incident, and therefore, we have no further comment.

  
  I notified the company on more than one occasion that I wanted to terminate their service, and they have refused to do so and continue to bill me - *** ***** has a history of non-payment. SSA has attempted to provide *** ***** with excellent customer service through timely repairs and issuing eight months of monitoring services credits to his account. While SSA wishes to satisfy *** ***** as a valued customer, *** ***** seems to have an ongoing issue regardless of SSA’s accommodations. If *** ***** wishes to cancel his service, please get in touch with Ed J***** and Ed will send *** ***** a cancellation form. SSA cannot cancel a customer’s service without written authorization.
  

  
  

  Customer response

  12/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ***** *****

  I did not agree to anything where as i have a service plan that covered equipment and service calls. Under the original service plan the monitoring fee was 25 dollars a month plus $10 for the service plan.  

  I have had SSA Since December of 2016  so with the extra 10 a month and the length of time that i have service then carbon monoxide detector was supposed to be replaced for free and the sales manager agreed to that.  I also verified it with the technician before he installed it.  I have not received any bill for such, and if a bill is generated at this point it is strictly in retaliation to this complaint. Also the other statements i stated are true and I asked in October for them to terminate service since I am no longer under contract legally with them and they continue to harass my family and not properly monitor my residence.

   

  All i want is the bill to be at Zero balance and to terminate their services with me where as we have come to a breach of contract and they are no longer trustworthy or reliable

*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. ↩