Complaints

This profile includes complaints for Builder Systems Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Builder Systems Group

  12702 Cimarron Path San Antonio, TX 78249-3423

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  Builder Systems Group

  1601 Rutherford Ln Austin, TX 78754-5125

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/12: Sales meeting-In this meeting we made it very clear that a requirement for our service would be 24/7 audio video recording and playback via our phones like the system we had previously in another state from another provider. I explained that if we couldnt get 24/7 audio video recording and playback we would not sign with BSG. She assured us that with an *** we would be able to have that feature and access it via the app.9/20 Installation occurred but was not completed due to the heat and the tech not being able to get to a small space in our attic to place the last 2 cameras. Upon familiarizing myself with the system that evening I noticed there was no audio playback available just silent video recording. I also noticed several errors of cameras unexpectedly not working and an issue with the panel beeping. 9/21 I made the sales agent aware of the audio issue. I also sent her screenshots of the errors we were getting and let her know about the issue with the panel beeping. She let me know a tech would be back out to address the camera issue and shed work on figuring out why we had no audio. I let her know at that time that if we couldnt get audio playback 24/7 we would have to cancel because I was clear that was a requirement for us and she had promised us that when we signed up. She said shed work with management and get back to us.Several calls and visits later they replaced the original *** and adjusted some settings on their end so the *** records audio 24/7 but we cannot access that via the app nor the browser on our phones. ********* verified that there is no 24/7 audio playback via the app. When you log in through a browser using your phone you get rerouted to the app. That is not what we were sold on or agreed to. Weve expressed wanting to cancel and have them come get all the equipment and give us a refund to which they said wed have to pay $2600 (on top of the $4000 we paid) and be stuck with a system that isnt what they promised us.

  Business Response

  Date: 10/11/2024

  Prior to receiving this complain from the BBB i have already offered to provide a full system removal and refund once we have completed the removal of the products ordered. I also personally emailed the customer providing the same offer below is the email communication. 

   

  Hi Bobbi,
  Thank you for sharing the details of your experience. I would like to schedule a day and time to remove the equipment and process a full refund for you.
  At BSG, we strive to provide the best possible service, and we take responsibility when things don't go as planned. Whether it's something beyond our control or a mistake on our part, it's important to me that we make it right.
  I appreciate your understanding, and we will proceed with the system removal and refund once the uninstall is complete.
  
  Kind Regards,
  James Davis
  President
  210-877-1222
  [email protected]
  www.bsgtexas.com
  

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have not been able to use our security alarm system for over half a year now, we've made many attempts to call them and get help from someone but they either never answer the phone, don't return my voicemails or they give us false support. When we first bought the house and moved in March 2022, the builders(View Homes) lied to us and said we HAD to go with BSG because that's the company they used for the house they built here and the systems would only work with them, no other company. Being new homeowners and from out of state, we didn't know this wasn't true. We had constant issues with the doorbell camera and it wasnt working, which is took begging for them to change it. Then we had issues with the alarm not setting for when we were away and staying & the house would not be protected by the system, we'd come home and it was off. After some time, the next time we had an issue they told us they were now charging $99 per technician visit, AND they were charging all customers backpay from when our contract started.I refused because this was NOT in our original contract and this new service fee and demanding we pay for those months we we'd been with them is all AFTER our contract. They fought with me about it and kept demanding I pay. I noticed ever since we refused to pay the newly added backpay, they dont answer my calls or callback if we need help. We paid 600+ for all our equipment upfront. We had people vandalize our house twice, the cameras were on and they NEVER picked up on anyone coming to our house, yet our neighbors security system did. How can we trust this service and company when we've had nothing but problems with them and they've not been helpful. Then we tried getting out of our contract, and we were told we owed over something over $1200 or **** or around there to get out, ******* I spoke to couldn't give me an exact number because he said he had to "calculate it". We've been paying for months with no alarm *********** want OUT of this contract.

  Business Response

  Date: 01/18/2024

  Thank you for bringing your concerns to our attention, and we genuinely appreciate your patience during this process. After a thorough review of your situation, we acknowledge the challenges you've faced with your security alarm system, and we sincerely apologize for any inconvenience caused.

  
  Upon careful consideration, we understand that the technology and settings may be contributing to the issues you've encountered.As a gesture of goodwill and to ensure your satisfaction, we would like to offer a resolution that alleviates your concerns.

  
  We have decided to release you from your contract with BSG at no additional charge. This means that you will not incur any termination fees or related expenses. We understand the importance of feeling secure in your home, and we want to ensure that you have the flexibility to explore alternative solutions that better suit your needs.
  Please allow 7 days for the necessary paperwork and processing to be completed. During this time, you will have access to our support team for any further assistance or clarification you may require.

  Once again, we apologize for any inconvenience you've experienced, and we appreciate your understanding. If you have any questions or require further assistance, please feel free to contact me personally at ************

  
  Thank you for your understanding, and we wish you the very best in finding a security solution that meets your expectations.
  
  Sincerely,
  *********************
  President BSG 

  Customer Answer

  Date: 01/18/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2021, BSG contacted me to inform me that by May 2021, 3G cellular alarm monitoring would no longer be available in my area. This would mean that my home and shop alarms, installed by BSG and monitored by BSG, would no longer work. I originally signed an agreement with them, to provide monitoring services until October of 2022, of which I have been auto charged on my credit card for, the entire time.In March of 2021, they presented me with one option for the 3G issue, for them to upgrade my system to 5G support, but it would require me to sign an extended monitoring contract for a further 5 years. Since my experience with both their service and products has been poor since installation, I opted to not take the upgrade or extended agreement option and terminate my services immediately, based on their inability to provide the contractually agreed upon services.Their response to my choice, was to continue to bill me until October 2022, despite not being able to provide monitoring services. I have since requested a refund for every month I was charged, that they could not provide services. They have denied my refund request, citing I was given an option and therefore they would continue to bill me. What I actually received, was a breach of contract on their part, by failing to provide me a service I was continuously being billed for. In October of 2022 an emergency arose at our home, where someone needed 911 services. They pressed the Panic button on the alarm panel and no monitoring service ever called, nor was 911 ever contacted. We later tested the alarms repeatedly, only to conclude that our alarm monitoring has not been functioning since 2021, as would be the case if 3G support were no longer available in our area. I reached out to BSG again, about their failure to provide the services they were billing me for and their response was the same. Pay them more money or too bad for me.

  Business Response

  Date: 10/19/2022

  During February 2022 all 3g cellular services required an upgrade, this wasnt a requirement from Chorus/BSG instead it was a tower upgrade for all cellular devices. However, to accommodate our customers we provided two options:
  
  1.Received the proper equipment at no additional cost in exchange of an agreement renewal 
  2.Customer could purchase upgraded equipment and we would install it and not require a renewal agreement
   
  The agreement between ********************* and BSG states that our customers are responsible for testing the system monthly and to report any service issues. Our records indicate during the term of service BSG received three service requests in late 2017 which indicated the system was working well and monitoring was active. The services provided included adding additional contacts and adjusting the sensitivity of the sensors due to heavy storms and motions setting off false alarms. After quickly servicing the system back in 2017 BSG has not received one service call, claim, or request other than currently asking for a refund due to the 3G cellular update on the system. Given the complete understanding and agreement ********************* entered in writing the request for refund was denied to the failure to notify section of the agreement. At no time has BSG not followed the agreement and based on the solutions we have offered; we do understand the frustration consumers are going through with the cellular network updates nationwide and is why we have offered many different solutions pre and post contacting us regarding the event. BSG values all members and continues to work with all consumers impacted by the cellular industry updates being made across the nation. All solutions are still available, and we are willing to update the systems communicator immediately once we have been notified. 

  Customer Answer

  Date: 10/30/2022

  Complaint: 18245230
  
  I am rejecting this response because:
  
  BSG did not offer me a suitable solution to the problem.
  
  Placing the responsibility on the customer, by forcing them to sign and agree to pay a further five years of service is not a solution.
  I chose not to take the only deal they offered, leaving BSG to release my obligation or upgrade me for free.
  
  They chose to further charge me for services they were not providing for more than a full year.
  
  The demise of 3g cellular services was well known and documented in advance of this issue.
  BSG was fully aware this would be an issue for their customers and decided not to act responsibility.
  
  
  BSG has known the entire time and has logs to indicate that their system has not been communicating with my alarms systems for over a full year.
  As soon as they were unable to monitor my system due to the 3g issue, they should have stopped billing me for a service they were not providing.
  
  They only solution for this is a complete refund of the entire period that monitoring services were not provided. By my calculations, that period was May 2021 forward.
  
  BSG also forgets that customers like myself invested considerable funds in their product and will have to cover the costs to move to a new provider.
  
  Solution:
  Refund the money you took while failing to provide services as contractually agreed (18 months of ********), or I will be forced to file with the court and make other customers with the same issue aware of my case.
  I will take a check mailed to my billing address, for the full amount.
  
  
  Note: I have not asked for BSG to refund the cost of my now obsolete security systems.
  
  
  *********************

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new build home with ******** Homes during July 2020 and went through the processand along the way we had a sit down with BSG for our low voltage wiring section. The item in question is the representative sold us on having ethernet, cable, and outlet placed 6' tall so we can hide cables by plugging them behind TV setup instead from the floor up. I have made numerous calls within the last 6 months looking for a answer but was never given one. They set me up with JR who found the issue why and was going to correct it the right way but never heard back from him, more calls and he finally calls me and says a ceo is handling it. Still have not heard anything yet. Second issues - was told I would receive free camera and doorbell if I purchased Prewire Contacts etc through their company instead I had to pay for them. I called numerouse times about my doorbell being so low and I can not see anyone that comes to my door and once again no response or solutions. After a few more calls a manager name **** called me and handed me over to JR who did finally fix the doorbell issue by installing a ******************************************************************************************************* the write up of what we was suppose to get and was going to fix it. then CEO took over and I have not heard anything. They have bad communication and retract what was promised by that person dont work their anymore or just dont return calls.

  Business Response

  Date: 08/11/2022

  BSG was contracted during the building process by Coventry Homes to assist in designing the electrical portion of the build process with *************************. BSG completed the design consultation with ************************* and received ******* Tracys approval of the design consultation as shown in the attachment included. ************** did not purchase electrical outlets for the six level as stated above and is why the builder ******** Homes did not pay their electrician to add in as a part of the build process. BSG does not do the electrical work, nor do we do electrical work for builders. BSG did do the design and did receive approval for the design with no change request at any time to add this television six level plugs to the home for ************** to purchase.
   On 6-21-2022 I ********************* (CEO) personally called and spoke directly with ************** and explained all this as stated above and ************** stated, this was a while back, I guess I did not realize what I was getting and understand there was allot going on at the time. I clearly let ************** know that we are not the ones that he should be speaking with as he purchased the home through ******** Homes, and they will need to remedy his situation. BSG is a contractor and not who he purchased the home through, and this complaint/claim is with the electrical part of his **** process. I also responded directly to the builder as see in the attachment informing them this is a situation where the customer did not order the plugs or pay for the plugs and now wants to have them added after the closed on the home and moved in. The claim that we have not responded is false and regret that ************* is claiming we practice business this way. It is understandable ************** has forgotten our conversation or did not realize that the conversation was directly with the BSG president ***** CEO.
  As for the BSG work completed for ******** Homes we have more than demonstrated the proper completion of the requested and approved work by the buyer and builder. As for the doorbell, BSG did sell this product to ************* and there was an issue with the angel ********* doorbell faces and BSG provided a wedge at no additional charge to ensure the highest level of satisfaction.
   As of this day ************* has not reported services issues with the cameras or any other part of the security system and monitoring BSG has provided and has nothing to do with the way ************** designed and built the home. BSG will unfortunately not be able to accept responsibility for the building design change desired after closing on the home with ******** Homes and strongly advise contacting their builder and seeking resolution form who ************** purchased the home from. BSG is open to discussing in person further with ************** in the event more information is missing, but at this time BSG does not accept homeowner home builder economic responsibility for changes to be made. BSG does warranty all work provided to ******** Homes and has yet to receive authorization or further information for action to be taken. We apologize for the dissatisfaction with the build process not coming out as perceived and strongly advise you report this to your builder immediately.
  
  Kind Regards,
  *********************
  President
  210-877-1222Tell us why here...

  Customer Answer

  Date: 08/14/2022

  Complaint: 17698602
  
  I am rejecting this response because: because everything that was written is nothing of what I was referring to I was complaining about I paid $179 for 6 foot outlets ethernet and coaxial cables to be installed in three different rooms all I received was power outlets the *** never called me I have never talk to anyone other than JR or ****** from the BSG company no one has ever called me or explain to me why JR said that there was something wrong with the write up of how it was designed and that he can see that there was an error in the design but the *** told him to disregard. So to pretty much sum it up I was working with jr and he found an issue to where my plug-ins and coaxial an ethernet cable should have been 6 feet and he was going to get it fixed and then I never heard from him again that is what Im talking about the crappy service of how they never return phone calls never communicate and when they say they find a problem to fix something they ghost you and  dont call you back.  The other part was I was promised by **** that if I paid for the pre-wire of the contacts in for my windows I would receive a camera and doorbell once I asked about the camera and doorbell I was told I did not receive it that it mightve been a mistake from **** **** **** **** it doesnt matter I bought it the item of the contacts for the home and windows in the mindset of I was going to get the camera and a doorbell along with it which I never got I had to pay out of pocket.  I know they didnt build the house I know they didnt do the wiring but what I paid for I shouldve received yes I signed off on it because I signed off thinking I was getting what was explained to me thats why and I cant stand that business I dont wanna have anything to do with that company I need them to come get my security system and then cancel my subscription.
  
  Regards,
  
  *************************- first off e

  Business Response

  Date: 08/15/2022

  ************** I would like to thank you for the time in speaking with you directly this morning and appreciate the additional information that was provided regarding your claim. Based on your situation and our discussion this morning you are not wishing to cancel services with BSG and will accept a free camera as compensation for the confusion or miscommunication during the design build process. BSG, has you scheduled at no charge to install a new wireless security camera facing the front part of your home. We appreciate your business and glad we were able to work this out for you, and as discussed anything you need, please feel free in contacting me directly.
  Kind Regards
  *********************
  President
  Builder Systems Group
  Bsgtexas.com Tell us why here...

  Customer Answer

  Date: 08/16/2022

  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 also would to thank you for taking your time to listen to my concerns.  
  I appreciate your willingness to help and fix my concerns.

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

• Initial Complaint

  Date:04/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are charging me a monthly fee and holding me to their contract when they don't respond to service requests until I threatened to want to break the contract. I have emails stating that and that they will get back to me but no one ever does. They tell me to contact accounting and accounting has sales people harass me by calling repetitively. I spoke with a representative by the name of JR who had me forward all of the communication and he stated he would forward it higher up. It's been a week and no one has reached out. I sent JR and email yesterday stating that no one had reached out and that I would be filing complaints. It's 1:30 CST and no one has responded. At this point, how they uphold me to a contract, if they do not uphold basic service level agreements.

  Business Response

  Date: 04/29/2022

  BSG has recognized the service complaint reported by ***************************** and has made several unsuccessful attempts to make contact and solve the service issue which has not been fully identified. 
  
  On 4-29-2022 BSG received response in writing from ***************************** to discontinue attempting to contact and solve the reported service issue and cancel the purchase agreement. At this time, we can cancel the purchase agreement providing the agreement terms have been met, BSG does allow for early termination with a minimum payoff requirement as agreed upon in the purchase agreement. The early termination payoff amount for purchased equipment installed will be determined based on the purchase price of the equipment installed and balance due less the amount that has been received. The proper steps are identified in section 24 of the purchase agreement and BSG will work with you once the buyers obligation has been met as agreed upon in the purchase agreement. 
  
  We are very sorry to hear of the reported service issue and would like an opportunity to solve immediately, please respond on how you would like to proceed, and we will honor your request within the terms of the agreement immediately.

  Customer Answer

  Date: 04/29/2022

  Complaint: 17099045
  
  I am rejecting this response because:

  I call and email them 10 to 15 times with nothing and now they want ME to jump to respond to them? There termination fee would cost me $640. How does any of that seem justified. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/04/2022

  BSG is extremely sorry for the reported complaint and has made several attempts to contact you regarding the original service call request and we were unsuccessful. Our service team did see your calls and returned calls on the hour every hour and was informed by you not to call you at work. We do understand your side and see that we didnt meet your expectations for which we are sorry for this experience and have agreed to release you from the purchase agreement less the cost of products you still have in your home. BSG is more than willing to work with you but have been unsuccessful in making contact after learning what happened. We did receive a text from you saying to leave you alone and cancel the account which we have agreed to do so. We would still like to work this out with you as we do care about customers past present and future and would like to see if youre willing to mediate through the BBB representative due to not giving us a chance to make it right.

  Customer Answer

  Date: 05/04/2022

  Complaint: 17099045
  
  I am rejecting this response because I still have an email out to ******************* dated 4/29/22 that he never responded to as of 5/4/22. I want to know what costs you expect me to cover before I agree to anything. The original quote I received was $640 and to date via your response here, you have yet to provide any amount I can document or agree to amicably.  
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/05/2022

  BSG has made multiple attempts to contact you including ******************* as of 4-28-2022 you texted **** saying you wanted to leave you alone and to cancel your account. At that point ************** has respected your request and has left you alone. Prior to this you said not to call you at work which is the number we have on your account. Attached is a copy of your text message he has respected, and we discontinued calling you as directed. BSG has not made an offer and you have paid as of April 2022 $511.87 on a purchase amount of installed equipment $2,997 with a remaining balance of $2,485.13. We admit to missing your call for a service request and one our employees did not live up to our expectations for which we are sorry. We are more than willing to make it up to you but havent been given that opportunity to date. Given you have requested to be left alone and requested early termination of the purchase agreement and BSG has not been given the chance to make things correct for you we default to the purchase agreement page 4 section 24 which is an 80% buyout of the remaining balance $1,988.10. If you choose not to cancel due to the buyout amount, we are more than willing to schedule a service technician to come out and take care of the service issue you are having.