Advanced Surveillance, Inc.

All system to view on line must have internet connection, We have checked with *** Fusion, which is what a lot of our customers are usingA Fusion box, is a free installation and dollars a month for Gig of Data which is more than most clients usedNo one receives free internet from a internet company, No one told the staff that they would receive free internetAgain, Fusion is a month for a Gig PackageWe have made calls to other clients using this service to view cameras and they are pleased. Speaking with the owner *** at the corporate office he said cameras are up and running and wonderful pictures, he wants to be able to view from his other home in NJ, we explained, That all systems have to be up on a internet source. The solution is to install the Fusion Box from ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No solution has been offered by Mr*** or this company Please see attached response
Regards,
*** ***

All clients are aware that the system without internet records to the NVR, The only way to watch the system from a remote location is to have internet connection the owner of facility told *** *** he was not concerned about the remote viewing he needed the recorded cameras. The tech was not
told to remove system, she was told that they would be putting in an additional electrical box and would let her know when it was in because the system was running of a power strip at no time was she instructed to remove the system. The tech has text messages about the electric box and the situation concerning thatShe continued to stay in contact with the manager of facilityIt wasn't until owners of the facility where moving out to go north where we told to remove the systemWe explained that to view the cameras from internet they would need to provide a internet service, either *** or some formThe owner *** has known this from the first walk threw to design where cameras should be hungHe said he may add later.At that time, he said it was not a concern about remote viewingThe system has been installed and working except for when a new floor was installed in office where equipment is and was unplugged, we received call it was down and responded the same dayThe System has been working and installed since JanWe can not install equipment and run cable and service for three months and when client wants to move pull and refundThe internet viewing is a bonus to the system not the purpose of the system unless you have internet

Techs will be dispatched Wed November the 12th to location, and Check on system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes, ASI was out today for an issue that arose overnight and is not specifically related to the original complaint.  Our control center server was not working properly this morning.  A text message was sent to ASI at 7:14am.  A technician arrived around 11:20am.  After a short period, he determined that he had not saved changes he made from the last time he was on site.  When the server restarted after updating overnight some settings reverted back to old values.  Technician made the changes again and saved his work.  This appears to have corrected the current issue. 
However, there are still 2 issues open from the original complaint.  #1 is the improper installation of the intercom cable to our back play ground.  This became an issue within a couple weeks of initial installation due to improper burial.  Company was notified of the poor burial and the failure immediately.  We have been waiting over 18 months for the right weather to bury the cable.  The company has made promises numerous times to get it done but they have never shown up to bury it.  The intercom box was removed previously by an ASI technician.  #2 is our back playground camera.  It stopped working many months ago.  Technicians did attempt to get it working but none of their attempts were successful.  Technician stated they would need to return to do more trouble shooting.  Once these issues are resolved, the complaint could be closed.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your...

reference, details of the offer I reviewed appear below.
Two technicians were dispatched on 11/12/14.  They were able to solve a couple of the sound issues and the server issue.  They stated they would return the next day but then changed it to a couple days since parts were not in stock.  One of the techs informed me that I was going to be responsible for properly burying the cable even though ASI never properly buried it.  I objected to this since proper burying of the cable should have been included in the original price.  I was instructed to obtain the proper permissions for digging.  The permissions were obtained and the technician was notified via text message on 11/17/14.  I have not heard from ASI or the technician since 11/13/14.  At this point I cannot say that their action has resolved the complaint.  However, if they do return and complete the items in the complaint then it will resolve it.  Unfortunately, ASI continues to provide poor communication which does not help customer satisfaction.
Regards,
[redacted]

[redacted] of Advanced Surveillance contacted Revdex.com[redacted] at `1:05 pm today.  She indicated that she received an e-mail from the customer at 7:30 am this morning that his "cameras were down."  She stated that a technician was dispatched to the location (coming from Indianapolis) and that by 11:00 am, she was assured that the customers system was up and working properly.  The company indicates that the problem has usually been with the customer's Internet and phone provider, Windstream, and that there has been no problem with the equipment provided by Advanced Surveillance.  The company indicates that this complaint should be closed.

Reopen Request -
The items addressed by ASI were to correct sound issues in 3 of our toddler department rooms, replacement of 1 of 3 cameras that were out and get another of the 3 cameras working, and correct an issue with one of the servers not rebooting correctly.  The items remaining are to bury the cable to our back playground intercom and replace intercom, determine why the last of the 3 problem cameras does not work, and replacement of a POE switch that has been faulty for some time.
As we discussed, communication and follow through have been a major issue with ASI.  They will say they are sending a tech to our location but they never show up.  Days, weeks and even months will go by without any communication from them.  Currently, the cable burying has been planned and postponed twice.  We are currently waiting for better conditions, at some point in the future, for them to dig.
[redacted]

The Tech that received the Text was in Canada, We have received notice and will dispatch tech's as soon as ground has warmed up. Hopefully by the end of week and or Monday of next week. Please call office for communications, ###-###-####.
Thank you
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.    We have spoken to [redacted] regarding their Fusion option.  This is essentially dish internet, not high speed.  Both [redacted] and [redacted] Security systems have indicated that high speed internet is the only way for these security cameras to operate properly and allow for remote viewing which [redacted] cannot guarantee with their Fusion option.   Additionally, when the system was installed, we here told that there was no additional expense to this purchase but they are now insisting that we install an additional component which would increase our costs by $60 per month. This business is continuing to change their explanation of the operating system to suit their lack of desire to remove the security cameras from our premises and refund monies spent on a system that will not operate the way they "pitched" it to Mr. [redacted].  We are not disputing that the cameras can be viewed on site, but that was not the intent of our purchase which this company fails to acknowledge.  Not only is this terrible customer service but misleading and deceptive business practices and we are seeking the Revdex.com assistance in getting this resolved once and for all. Having received legal notice from the leasing company's attorney regarding the monies owed, we are seeking legal council at this time.
Regards,
[redacted]