Complaints

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:11/21/2023

  Type:Product 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.

  Pro-***** is a video surveillance company that we contracted back in March 2021 Time frame. We have a record of multiple request for video of incidents where the service was not meeting its obligations. We have 2 documented and recorded(by a separate security camera system) incidents of vehicle thefts in addition to many unreported thefts on our lot under thier watch. When I tried to address these multiple incidents along with unexplained outages with ******************* he assured me after multiple attempts to reach out to him via email and phone calls that we would have billing adjusted for these issues dating from middle of 2021. We had also during this time that billing was being resolved in good faith added additional cameras and had negotiated an extension of the term at a discounted rate. After months of "ill get back to you friday, than monday than next friday, ******************* no longer works with the company and the issues continue with none of the concerns being addressed. We start again with ***************************. By this time we had also started to receive bills of a much larger amount than that we had agreed upon when we added the additional cameras with the extension of the contract. After stating over the phone, he will help with making things right, we receive an email stating that we had to take it up with the billing department. I than have the issue escalated and talk to the ** and after stating he would look into and get back to me, I receive no call and get an email from billing ***** I have since sent a demand letter. This company has collected monies from us while not providing services, have not paid us for losses and continues to bill an amount that clearly is not what had been proposed to us. Let alone the losses we incurred while service had been discontinued . We demand that thier products be removed from our property, collections activities cease and we be refunded our GPP claim of $5000. Documents and emails are available for review. Thank you

  Business Response

  Date: 12/13/2023

  Hello,

  We have received this complaint and I will forward this to our *************************** to look into.

  Thank you,

  ****

• Initial Complaint

  Date:11/08/2023

  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.

  This company was hired to monitor security for a new facility that was being built. When the team arrived finally to install they installed there equipment. The next day we reached out to our sales rep to let them know the equipment wasnt working. They sent someone out to repair within a week which defeats the propose of hiring a survelliace company. But anyhow they come out to fix within a week and does the same thing. We then called our sales rep back to let him know to just pick up equipment as we needed cameras and now we are over two weeks in with this company and nothing worked. They then picked up equipment months later and continued to bills us to the day. We spoke to numerous people at the company about this on why we should pay anything for something that doesnt work nor even close to what is represented in there website. Theyve now turned a manufactured bill into a bogus collection company. If they dont stop we will countersue them for harassment and false advertising!

  Business Response

  Date: 11/10/2023

  Thank you for reaching out to us and sharing your concerns regarding the issues you've experienced. We take such matters very seriously and aim to resolve them in a manner that is fair and satisfactory to both parties.
  
  Upon reviewing your account and the details of your complaint, we apologize for the inconvenience you incurred as a result of having to deal with the delay in service due to malfunctioning equipment. This is never the experience we seek to deliver. Understanding this, our records show that the interruptions you experienced did not exceed the 5 days (the amount of time it takes to arrange for parts shipping/delivery and technician scheduling) agreed upon in our mutual contract. Per the Fixed Terms of Use agreed upon at the start of our service contract, credit for interruptions is only applicable for periods exceeding five consecutive days (120 hours).
  
  We do see that the equipment was eventually retrieved and that there may be some discussions necessary regarding the termination of your contract and the subsequent billing. We are committed to ensuring that our customers' billing reflects the accurate status of their services.
  
  Please reach out to us directly at ************** or via email, so we can discuss this matter further and explore resolution.
  
  We value your business and are keen to turn this experience around for you. Thank you for your patience and understanding.

• Initial Complaint

  Date:10/31/2022

  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.

  I acquired the services of Provigil to surveil a heavy construction job site in May of 2022. I had them for about a month before my jobsite was robbed. I suffered a loss for around $5000 in equipment and tools. I contacted Provigil to retrieve the footage from the cameras. They told me they were unable to get it because their equipment went down from 6/23-7/3. I contacted their customer support as directed, to help rectify the situation. I left messages and no one called back. I do not agree with the balance due, as their equipment failed, and it took the company 10 days to fix the problem, in which time my jobsite was robbed. I had no choice but to take my loss and use other means for security.

  Business Response

  Date: 11/07/2022

  In looking through your complaint, Pro-***** has determined many inaccurate and false statements made by you, which can be refuted by tickets that have been opened and emails that have been send to you.
  
  1)
  Pro-***** installed one mobile unit on your construction site 11/17/2021, not in May of 2022, as you claim in your statement. The project manager for the site signed the contract dated 11/12/2021 and we installed a few days later.
  
  2)
  In your statement, you refer to a loss of $5,000 in equipment and tools and reference asking Pro-***** for the retrieval of footage from the camera. You state that the equipment was down, so you were told that the footage was unable to be retrieved.
  This is also a false statement of which you are making. On 6/30, you requested footage from 6/19-6/20 from 12A to 6:30A, of which we send the footage to you in a zip file. Nowhere did you communicate with us about any equipment of tools that were stolen as part of a theft.  If you were to be reimbursed or file a claim, as outlined in our GPP policy, you would have to start an incident review, of which you did not.
  
  3)
  Your last invoice has been prorated based on your contractual obligation of a 28 day cancellation period. There is one more invoice that is still owed due to this period. You gave written cancellation on 7/5/22 and the 28 day period would end 8/2/22. Anything beyond 8/2 would be voided. The invoice that is open is from 6/29/2022, of which the balance is still due.
  
  

  Customer Answer

  Date: 11/08/2022

  Complaint: 18338330
  
  I am rejecting this response because:

  I have contacted this company many times in regards to my complaints.  They take my call and tell me they will look into it and then do not get back to me.  

  I have emails regarding the outage. The equipment was down for 10 days.  Pro-***** stated they were working on it but techs were backed up at that time.  When I called regarding the tool and equipment loss, they told me to contact claims, which I did several times and never heard back from them.  I do not feel that being billed in June while Pro-***** equipment was down, and company response was inadequate, is fair or just.  
  

   

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

  Business Response

  Date: 11/09/2022

  The 10 days that your one unit was down, is acknowledged and we have a service credit that was submitted 10/24 (please see attachment). We are waiting on approval from our accounting team.  However, it does not relinquish you from the total cost of your bill.  You are charged $499 for 28 days, which broken out = $17.82 a day.  This is why you are receiving a credit for $178.20.  You will still be obligated to pay the remaining balance of the June bill.

   

• Initial Complaint

  Date:05/19/2022

  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.

  The service provided was absolutely terrible. Company is supposed to provide off site surveillance but they only provide large bills and unpaid minimum wage workers who wake you up in the middle of the night. Things get stolen no one notices or they call four hours later. When people are on your property and don't cause damage they bother you in the middle of the night. I was assured when I cancelled my account I would be let out of my contract only to receive a $6000 **** three months later. This seems less like a security company and more like a scheme to defraud customers with a large early termination fee.