Benson Systems

Below is a copy of the email response that was sent directly to Ms. [redacted] to address the complaint.  I have not heard back from her as of now if the matter can be considered closed but wanted to respond within the requested time from the Revdex.com.  We will continue to keep the Revdex.com updated if...

necessary on our end.Ms. [redacted],                My name is [redacted] and I am the President of Benson Systems and I am writingin response to a Revdex.com complaint I received dated 12/23/14.  Obviously as aservice organization we have to strive to provide a level of service that setsus apart from our competition.  Because of this I am very sensitive to anyconcerns over the customer experience and so have reviewed the complaint anddone some additional research to better understand it.  I generally wouldnot take a tremendous amount of time to defend the organization if we clearlydropped the ball (I would simply rectify the situation) but in this case I fearwe potentially lost a customer through misinformation being supplied by acompetitor and in legal terms, were convicted of the crime without theopportunity to defend ourselves (or rectify it if we caused the problem). The end result will be the same – I will do what I need to make it right foryou as the customer but for that would like the opportunity to give you myperspective.                At the heart of my issue, Ms. [redacted], is the fact that we replaced the key padon 7/16 by one of our most experienced techs and he tested the system before heleft (I have copied the notes directly from our CRM system with time/datestamps).  We did not receive a call that you were having trouble with thephone line until 7/21 in which promptly set up another service call for7/22.  Less than 12 hours later you emailed us to cancel the service calland that you were changing phone service to [redacted] and they will repair the phonelines.  The reason this concerns me is that I am certain that the keypadwould not have this effect on the phone line as they are not connected (andalso why the system tested fine when our tech installed the keypad).  Thephone line is connected to your fire alarm panel but the keypad does notinteract with your phone line directly.  The reason that [redacted] needed to fixor replace the phone line is that there was something wrong with it.  Itis unfortunate that [redacted] choose to blame this on Benson Systems but historicallyis a tactic that companies use to get their foot in the door and sell you theirservices.  My strong suspicion is that they also convinced you to replaceyour existing security system didn’t they?  We do not operate this way andtry to sell you only what you need or ask for (as long as your safety is not inquestion in which we will make the necessary recommendations to protect you andyour family).                Ultimately my frustration lies in the fact that we were not afforded theopportunity to prove to you that what [redacted] told you was not accurate and even ifit were we should have had the opportunity to rectify it (and preserve theright to either bill or credit service we provided previously).  In yourline of work this would be the equivalent of you providing sound, paid legaladvice to someone who then gets the wrong information from another attorney andbecause of that decides that you should not be paid for the originaltime.  And now, at the end of the day, you simply don’t want to pay bothservice calls (even if the keypad didn’t impact the phone line).                I feel pretty comfortable, after spending the time and energy to do theresearch, that this is how things transpired and that we earned the money forthe service we provided to you.  This is primarily because, given theopportunity to come back out to troubleshoot, we would have found that the twoissues were not connected but now we will never know.                  At this point my goal is simple.  It makes no sense for me to waste anytime running after a $600 invoice (whether we earned the money or not) but doesmake sense for me to take the time to clearly communicate the way we operateand do business.  We are not a perfect organization but you will not findanother organization who works as hard for its customers.  We will take anhonest, straightforward approach and communicate directly and accurately. If/when you get frustrated with your current provider I would like anotheropportunity to show you these things about Benson Systems.                Ms. [redacted] as far as drafting a release I see it as a waste of time and money(at least from my standpoint).  I already incurred the cost of the servicecall and the time to draft this letter personally.  For me to develop arelease to release you for money that is owed us that we are never going to seesimply makes no sense.  If you need to have the comfort of a release thenI would ask that you incur that cost to produce it.  Or if you arecomfortable with my word I will simply take it out of our collection list andwrite off the invoice.  Please provide me confirmation either way so I canalso provide the outcome to close out the Revdex.com complaint.                Please let me know if you have any additional questions and hope that you havea great remaining holiday season and tremendous 2015. [redacted] 7/14 3:50pm – [redacted] called for service for akeypad she was having intermittent issues with7/14 3:52pm – [redacted] opens work order 77406 and scheduled[redacted] for 7/16 afternoon apt.7/16 9:48am -   ** arrived on site for work order77406 and checked system. Replaced keypad and a panel battery. Tested system7/21 10:00am – [redacted] receive a call from [redacted]swho states her new [redacted] keypad is shorting out the phone lines and thatshe   had her phone company on site who stated the wiring  isall messed up on alarm. 7/21 10:14am – [redacted] opens work order 77554 and [redacted]schedules apt for [redacted] for 7/22 after noon apt7/21 12:58pm – Confirmation email is sent to customer ofschedule date and time 7/21 7:22pm -  [redacted] receives an email from [redacted]stating to cancel the service apt. That she is going to switch her phoneservice to [redacted] and they will repair the phone lines. Also mentions she will bedisputing any billing. 7/22 8:19am – [redacted] cancels work order 77554 in Sedona andlets technician know7/22 8:30am – [redacted] replied to customer to confirm it wascancel.

Below is a copy of the email response that was sent directly to Ms. [redacted] to address the complaint.  I have not heard back from her as of now if the matter can be considered closed but wanted to respond within the requested time from the Revdex.com.  We will continue to keep the Revdex.com updated if...

necessary on our end.Ms. [redacted],                My name is [redacted] and I am the President of Benson Systems and I am writingin response to a Revdex.com complaint I received dated 12/23/14.  Obviously as aservice organization we have to strive to provide a level of service that setsus apart from our competition.  Because of this I am very sensitive to anyconcerns over the customer experience and so have reviewed the complaint anddone some additional research to better understand it.  I generally wouldnot take a tremendous amount of time to defend the organization if we clearlydropped the ball (I would simply rectify the situation) but in this case I fearwe potentially lost a customer through misinformation being supplied by acompetitor and in legal terms, were convicted of the crime without theopportunity to defend ourselves (or rectify it if we caused the problem). The end result will be the same – I will do what I need to make it right foryou as the customer but for that would like the opportunity to give you myperspective.                At the heart of my issue, Ms. [redacted], is the fact that we replaced the key padon 7/16 by one of our most experienced techs and he tested the system before heleft (I have copied the notes directly from our CRM system with time/datestamps).  We did not receive a call that you were having trouble with thephone line until 7/21 in which promptly set up another service call for7/22.  Less than 12 hours later you emailed us to cancel the service calland that you were changing phone service to [redacted] and they will repair the phonelines.  The reason this concerns me is that I am certain that the keypadwould not have this effect on the phone line as they are not connected (andalso why the system tested fine when our tech installed the keypad).  Thephone line is connected to your fire alarm panel but the keypad does notinteract with your phone line directly.  The reason that [redacted] needed to fixor replace the phone line is that there was something wrong with it.  Itis unfortunate that [redacted] choose to blame this on Benson Systems but historicallyis a tactic that companies use to get their foot in the door and sell you theirservices.  My strong suspicion is that they also convinced you to replaceyour existing security system didn’t they?  We do not operate this way andtry to sell you only what you need or ask for (as long as your safety is not inquestion in which we will make the necessary recommendations to protect you andyour family).                Ultimately my frustration lies in the fact that we were not afforded theopportunity to prove to you that what [redacted] told you was not accurate and even ifit were we should have had the opportunity to rectify it (and preserve theright to either bill or credit service we provided previously).  In yourline of work this would be the equivalent of you providing sound, paid legaladvice to someone who then gets the wrong information from another attorney andbecause of that decides that you should not be paid for the originaltime.  And now, at the end of the day, you simply don’t want to pay bothservice calls (even if the keypad didn’t impact the phone line).                I feel pretty comfortable, after spending the time and energy to do theresearch, that this is how things transpired and that we earned the money forthe service we provided to you.  This is primarily because, given theopportunity to come back out to troubleshoot, we would have found that the twoissues were not connected but now we will never know.                  At this point my goal is simple.  It makes no sense for me to waste anytime running after a $600 invoice (whether we earned the money or not) but doesmake sense for me to take the time to clearly communicate the way we operateand do business.  We are not a perfect organization but you will not findanother organization who works as hard for its customers.  We will take anhonest, straightforward approach and communicate directly and accurately. If/when you get frustrated with your current provider I would like anotheropportunity to show you these things about Benson Systems.                Ms. [redacted] as far as drafting a release I see it as a waste of time and money(at least from my standpoint).  I already incurred the cost of the servicecall and the time to draft this letter personally.  For me to develop arelease to release you for money that is owed us that we are never going to seesimply makes no sense.  If you need to have the comfort of a release thenI would ask that you incur that cost to produce it.  Or if you arecomfortable with my word I will simply take it out of our collection list andwrite off the invoice.  Please provide me confirmation either way so I canalso provide the outcome to close out the Revdex.com complaint.                Please let me know if you have any additional questions and hope that you havea great remaining holiday season and tremendous 2015. [redacted] 7/14 3:50pm – [redacted] called for service for akeypad she was having intermittent issues with7/14 3:52pm – [redacted] opens work order 77406 and scheduled[redacted] for 7/16 afternoon apt.7/16 9:48am -   ** arrived on site for work order77406 and checked system. Replaced keypad and a panel battery. Tested system7/21 10:00am – [redacted] receive a call from [redacted]swho states her new [redacted] keypad is shorting out the phone lines and thatshe   had her phone company on site who stated the wiring  isall messed up on alarm. 7/21 10:14am – [redacted] opens work order 77554 and [redacted]schedules apt for [redacted] for 7/22 after noon apt7/21 12:58pm – Confirmation email is sent to customer ofschedule date and time 7/21 7:22pm -  [redacted] receives an email from [redacted]stating to cancel the service apt. That she is going to switch her phoneservice to [redacted] and they will repair the phone lines. Also mentions she will bedisputing any billing. 7/22 8:19am – [redacted] cancels work order 77554 in Sedona andlets technician know7/22 8:30am – [redacted] replied to customer to confirm it wascancel.

Our experience with Benson Systems / 24/7 Electronics has been nothing short of one of our WORSE customer experiences ever. Unfortunately we are dealing with them due to a flood in our home resulting from a plumbing issue, and they have been HORRENDOUS!!!!

Would NOT trust them with anything - stay away!!!!!

Today 1 of our 3 AC units shut down. It was 110° out. Very uncomfortable for the family and the pets.

Thinking that it was going to be almost impossible to get anybody to come out today and being late in the afternoon I figured we would be without air conditioning for a day or two. I remembered a friend telling me about Benson Systems.

So we called Benson, talked with the HVAC scheduler, and within an hour and a half as promised they were here to investigate and correct the problem.

Scott Roark (Benson's Service tech) showed up around 6:00 pm, immediately went to the outside unit and within 35 minutes figured out the problem. He was very professional, informative and knowledgeable about the units that we have.

He gave us a few recommendations and checked the other two units to be sure they were working probably while he was here.

He was done with the entire service call in an hour and ten minutes.

Knowing the service industry and especially air conditioning and heating it is nice to have a company that you can trust to not rip you off. We paid a minimum service call and for a part that was replaced and the total bill was much less than what I was expecting.

We will definitely be using Benson Systems again and recommending them to our friends and family.

Allan & MaryJane Johnson

Do not do business with this company. We purchased an alarm system from them, and it worked fine for a few years until we switched phone providers. Once we switched phone providers it no longer communicated to them. We tried to have them fix it for 5 months, and never properly fixed the issue. All while charging us every month for usage. Once we switched from their monitoring service to a different service, they tried to charge us $200 to send a technician out to give us access to our own alarm system we purchased. They put a code on it to lock us out of it.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 

Regards,

This company dispatches a tech without authorization and then the tech shows up and starts working, when confronted he is rude and unprofessional towards the business manager when asked to leave, the tech states he will leave the job taken apart. This company also did work a year ago for us and charged an outrageous amount of money for work performed and had an unauthorized manager sign for the work. DO NOT DO BUSINESS WITH THIS COMPANY!