Watchdog Security

I'm sorry for the trouble hereWe issued a refund check on 8-5-immediately after the customer notified us that he was double charged by our cc systemI don't know why he is stating he did not receive the payment so I have now mailed a 2nd refund check on Friday 9-5-Also we have replaced the customers motion detector that was having an issue free of cost to the customerThe customer was upset because he wanted us to come out at 7pm at night to fix his system but we do not service acts at that time of night we work business hours of 8-5pm Monday through FridayHe was upset we could not come on the exact day and time he was availableHe was not willing to be flexible on the service time that is why we had trouble scheduling his service call and it took longer for us to come out and service the systemThe times we tried to come out to service his system he was unavailable and only wanted us to come out on a specific day and late at night witch we normally don't do so we had difficulty meeting his exact scheduleHis system is now fixed at our expense not hisWe have given him a new motion detector for free and did not charge him for the service call either and he should have his refund check by the end of the weekI hope this issue is now resolved and we apologize for the inconveniencePlease take this complaint off your Revdex.com website

I am rejecting this response because: We still haven't received the checkThe company has not sent the check and claim to have sent it twiceEven if they send it by USPS, it takes 1-days to get a mail from Sacramento to DublinPlease provide tracking number if a check was sent The motion sensors do not work - the company has intalled faulty sensors twice and they don't seem to work even the second timeIt is not my fault that they installed sub-standard products, and I am not supposed to pay for the replacements - if they install cheap faulty produts and charge me for it We dont' want the company to send their technicians at pm - we have lives after pmThe installer, ***, in past has called us times before coming to an appointment (during business hours 8am - 5pm) making excuse that he can not come either on agreed upon date or time for one reason or anotherMy time is valuable, and I am not sitting idle waiting for installer to come - who doesn't have the professional courtesy to come on time We dont' want the service from an unprofessional company like Watchdog securityPlease take all your faulty equipments away and issue us the full refund of the amount (total $X = $661.90) This issue is not resolved from our side [redacted]

I am rejecting this response because I was told VERBALLY that the permit fee would be coveredPeriodI'm not in the business of making things up*** has said numerous times that he would drop off the money and never shows upI never heard anything about him showing up on FridayHe was supposed to come by on Tuesday and that never happened (4th time he was supposed to come by)I find it amusing that *** has all my paperwork but yet *** was not an employee of hisHow did he get it? I support small business owners and would like this resolved*** stated in his previous response that *** is going to pay it so I'm hopeful this will get resolved

I am rejecting this response because:
We are complaining about the security system not workingI am at a loss at how to provide evidence about the alarm not trigerring even when the system has been armed using the security panel
You can come over to our house and we can illustrate it
The monitoring system logic that Watchdog is stating is not applicable because the issue is related to the sensor not workingThe security panel is able to communicate with the sensor, but the sensor doesnt' trigger any movementIt has been like this since day and Watchdog has installed faulty equipment - some cheap off the market sensors and have charged me exorbitant amount for the faulty sensors

I am rejecting this response because:
There were two issues:
Refund of amount: The refund has been received
Equipment install/ repair: the sensors still do not workI have not been contacted by WatchDog Security yet in this matter for fixing the sensors

Business states that the BSIS has been involved and the issues have been resolvedThe consumer has been refunded and the problems with his system repaired

Business states that all sensors are properly workingThere was only one faulty sensor that has been repairedThe alarm system has never been down as far as monitoring goes as there are backups in placeWe have complied with the BSIS descision making the necessary repairs at business cost and issuing the refundThe monitoring station contacts business whenever there is an issue with consumer systemsUntil now, other than that faulty sensor there has been no further issues as we would be contacted by monitoring station

Consumer states that former employee has delivered partial amount($30) in cash. Consumer contacted former employee and an agreement to deposit the remaining amount into consumer checking account had been reached. Consumer wishes to have funds deposited in a timely manner.

I have spoken with this customer a few weeks ago and explained to her that we do not have anywhere on the contract that we would be paying for her alarm permit fee. She stated that a subcontractor named [redacted] ACE licence # [redacted] phone number [redacted] had verbally told her that...

her permit would be taken care of by him personally not watchdog security and that he would pay for it out of his commission, I gave her [redacted] information and told her that he no longer works for us for some time now and that he started another alarm company with a friend of his call [redacted], I then called [redacted] and he stated that he did not agree to pay her permit at time of sale but he would go ahead and take care of it for her anyway and as far as I knew they had spoken with each other and they were working it out. I spoke to [redacted] again today 2-12-15 after seeing this email and apparently Janice had called in this morning stating that [redacted] has not paid for the permit yet and she could not get a hold of him, when I spoke with [redacted] he stated that he spoke with her last week and explained to her that he would be paying for the permit this coming Friday. I will try to have [redacted] call her to work this out but as far as her relationship with watchdog security we do not pay for the customers permits, at most we collect money from the customer and we will process their permit application for them but we do not cover the cost of their permits, we also write the equipment and any fees that are to be waived on the installation agreement and we don't have anything on the contract that states we are paying for an alarm permit fee, also this alarm was installed about a year ago and she is calling in now to address it,  She needs to talk to [redacted] about her 50.00 permit fee. We have nothing to do with the deal they made. Please close out this report and relieve us of this. If you need anymore information on how to get hold of [redacted] or [redacted] please call me at [redacted]. Thank you. [redacted] Owner. Please see attached Doc.

I am rejecting this response because:
1. We still haven't received the check. The company has not sent the check and claim to have sent it twice. Even if they send it by USPS, it takes 1-2 days to get a mail from Sacramento to Dublin. Please provide  tracking number if a check was sent.
 
2. The motion sensors do not work - the company has intalled faulty sensors twice and they don't seem to work even the second time. It is not my fault that they installed sub-standard products, and I am not supposed to pay for the replacements - if they install cheap faulty produts and charge me for it.
We dont' want the company to send their technicians at 7 pm - we have lives after 5 pm. The installer, [redacted], in past has called us 10 times before coming to an appointment (during normal business hours 8am - 5pm) making excuse that he can not come either on agreed  upon date or time for one reason or another. My time is valuable, and I am not sitting idle waiting for installer to come - who doesn't have the professional courtesy to come on time.
We dont' want the service from an  unprofessional company like Watchdog security. Please take all your faulty equipments away and issue us the full refund of the amount (total $330.95 X 2 = $661.90)
This issue is not resolved from our side.
[redacted]
[redacted]

I'm sorry for the trouble here. We issued a refund check on 8-5-14 immediately after the customer notified us that he was double charged by our cc system. I don't know why he is stating he did not receive the payment so I have now mailed a 2nd refund check on Friday 9-5-14. Also we have replaced the...

customers motion detector that was having an issue free of cost to the customer. The customer was upset because he wanted us to come out at 7pm at night to fix his system but we do not service acts at that time of night we work normal business hours of 8-5pm Monday through Friday. He was upset we could not come on the exact day and time he was available. He was not willing to be flexible on the service time that is why we had trouble scheduling his service call and it took longer for us to come out and service the system. The times we tried to come out to service his system he was unavailable and only wanted us to come out on a specific day and late at night witch we normally don't do so we had difficulty meeting his exact schedule. His system is now fixed at our expense not his. We have given him a new motion detector for free and did not charge him for the service call either and he should have his refund check by the end of the week. I hope this issue is now resolved and we apologize for the inconvenience. Please take this complaint off your Revdex.com website.

Review: Upon a burglary in Dec. 2013, I was contacted by Watchdog Security salesman [redacted]. I guess they cruise police log for business. Not a problem. Upon hearing my options, I got my equipment and signed a two year contract and was told my city alarm permit would be covered in the deal. Ten months later I received a permit fee bill for $50 from the city. I contacted [redacted] who said multiple times he would cover it and has not done so. He has left the company and is now with Safe and Secure so I turned to the owner ([redacted]) and he said [redacted] was employed as a private contractor and would not honor the deal. I was really disappointed in the company and feel that should be honored. [redacted] has said several times he is going to drop off the 50 but never does. I feel the company should stand behind what his employees promise.Desired Settlement: Would like the permit fee paid.

Business

Response:

I have spoken with this customer a few weeks ago and explained to her that we do not have anywhere on the contract that we would be paying for her alarm permit fee. She stated that a subcontractor named [redacted] ACE licence # [redacted] phone number [redacted] had verbally told her that her permit would be taken care of by him personally not watchdog security and that he would pay for it out of his commission, I gave her [redacted] information and told her that he no longer works for us for some time now and that he started another alarm company with a friend of his call [redacted], I then called [redacted] and he stated that he did not agree to pay her permit at time of sale but he would go ahead and take care of it for her anyway and as far as I knew they had spoken with each other and they were working it out. I spoke to [redacted] again today 2-12-15 after seeing this email and apparently Janice had called in this morning stating that [redacted] has not paid for the permit yet and she could not get a hold of him, when I spoke with [redacted] he stated that he spoke with her last week and explained to her that he would be paying for the permit this coming Friday. I will try to have [redacted] call her to work this out but as far as her relationship with watchdog security we do not pay for the customers permits, at most we collect money from the customer and we will process their permit application for them but we do not cover the cost of their permits, we also write the equipment and any fees that are to be waived on the installation agreement and we don't have anything on the contract that states we are paying for an alarm permit fee, also this alarm was installed about a year ago and she is calling in now to address it, She needs to talk to [redacted] about her 50.00 permit fee. We have nothing to do with the deal they made. Please close out this report and relieve us of this. If you need anymore information on how to get hold of [redacted] or [redacted] please call me at [redacted]. Thank you. [redacted] Owner. Please see attached Doc.

Consumer

Response:

I am rejecting this response because I was told VERBALLY that the permit fee would be covered. Period. I'm not in the business of making things up. [redacted] has said numerous times that he would drop off the money and never shows up. I never heard anything about him showing up on Friday. He was supposed to come by on Tuesday and that never happened (4th time he was supposed to come by). I find it amusing that [redacted] has all my paperwork but yet [redacted] was not an employee of his. How did he get it? I support small business owners and would like this resolved. [redacted] stated in his previous response that [redacted] is going to pay it so I'm hopeful this will get resolved.

Consumer

Response:

Consumer states that former employee has delivered partial amount($30) in cash. Consumer contacted former employee and an agreement to deposit the remaining amount into consumer checking account had been reached. Consumer wishes to have funds deposited in a timely manner.

Review: Installed faulty products that still do not work, even after following up with them 50 times. Here are the details and background.1. They charged my credit card twice for the initial installation and equipment fee ( I am going crazy following up with them on receiving the refund)for $339 twice2. The motion sensors that they installed do not work - you have to leave at least 20 messages for somebody to respond back, and then also they don't know the answer. They want you to co-ordinate with the installer, [redacted]. And by the way, [redacted], is always busy - never wants to come because he is doing an installation somewhere. And you, a Customer, go crazy coordinating with [redacted] and [redacted].3. I also followed up with Central Security Group (which provides monitoring), and the Customer service Supervisor there told me that their team itself is having a tough time contacting someone from Watchdog security. Contact details of the supervisor that I talked to are: [redacted] have the credit card statement,and the other details that I can send to you.Desired Settlement: 1. Complete refund of $680, with removal of their equipment.

Business

Response:

I'm sorry for the trouble here. We issued a refund check on 8-5-14 immediately after the customer notified us that he was double charged by our cc system. I don't know why he is stating he did not receive the payment so I have now mailed a 2nd refund check on Friday 9-5-14. Also we have replaced the customers motion detector that was having an issue free of cost to the customer. The customer was upset because he wanted us to come out at 7pm at night to fix his system but we do not service acts at that time of night we work normal business hours of 8-5pm Monday through Friday. He was upset we could not come on the exact day and time he was available. He was not willing to be flexible on the service time that is why we had trouble scheduling his service call and it took longer for us to come out and service the system. The times we tried to come out to service his system he was unavailable and only wanted us to come out on a specific day and late at night witch we normally don't do so we had difficulty meeting his exact schedule. His system is now fixed at our expense not his. We have given him a new motion detector for free and did not charge him for the service call either and he should have his refund check by the end of the week. I hope this issue is now resolved and we apologize for the inconvenience. Please take this complaint off your Revdex.com website.

Consumer

Response:

I am rejecting this response because:

1. We still haven't received the check. The company has not sent the check and claim to have sent it twice. Even if they send it by USPS, it takes 1-2 days to get a mail from Sacramento to Dublin. Please provide tracking number if a check was sent.

2. The motion sensors do not work - the company has intalled faulty sensors twice and they don't seem to work even the second time. It is not my fault that they installed sub-standard products, and I am not supposed to pay for the replacements - if they install cheap faulty produts and charge me for it.

We dont' want the company to send their technicians at 7 pm - we have lives after 5 pm. The installer, [redacted], in past has called us 10 times before coming to an appointment (during normal business hours 8am - 5pm) making excuse that he can not come either on agreed upon date or time for one reason or another. My time is valuable, and I am not sitting idle waiting for installer to come - who doesn't have the professional courtesy to come on time.

We dont' want the service from an unprofessional company like Watchdog security. Please take all your faulty equipments away and issue us the full refund of the amount (total $330.95 X 2 = $661.90)

This issue is not resolved from our side.

Business

Response:

Business states that the BSIS has been involved and the issues have been resolved. The consumer has been refunded and the problems with his system repaired.

Consumer

Response:

I am rejecting this response because:

There were two issues:

1. Refund of amount: The refund has been received.

2. Equipment install/ repair: the sensors still do not work. I have not been contacted by WatchDog Security yet in this matter for fixing the sensors.

Business

Response:

Business states that all sensors are properly working. There was only one faulty sensor that has been repaired. The alarm system has never been down as far as monitoring goes as there are backups in place. We have complied with the BSIS descision making the necessary repairs at business cost and issuing the refund. The monitoring station contacts business whenever there is an issue with consumer systems. Until now, other than that faulty sensor there has been no further issues as we would be contacted by monitoring station.

Consumer

Response:

I am rejecting this response because:

We are complaining about the security system not working. I am at a loss at how to provide evidence about the alarm not trigerring even when the system has been armed using the security panel.

You can come over to our house and we can illustrate it.

The monitoring system logic that Watchdog is stating is not applicable because the issue is related to the sensor not working. The security panel is able to communicate with the sensor, but the sensor doesnt' trigger any movement. It has been like this since day 1 and Watchdog has installed faulty equipment - some cheap off the market sensors and have charged me exorbitant amount for the faulty sensors.