Best Security Products Inc

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
Regards,
*** ***
Mr***'s response is full of inaccuracies His attempts to validate (he and his employees actions) with contrived accountings of discussions he had with me, and actions taken in our home (where he was not present and has never personally visited on site) are all too obviously in an effort to justify the unprofessional and borderline unethical practices of Best Security In our previous homes our security needs were covered by ADT, etc Under those contracts we never had any of the issues encountered by with Best SecurityIn the event of power outages, security breaches, system failure, my goodness even steam from our clothes dryer - ADT was contacting us to see that all was secure in our home and that we were all safeWe were NEVER required to test our home system, NEVER required to contact them for any updates - they contacted us Quite regularly in fact; to test our system, update their transmissions and (as previously mentioned in this text) upon occurring events such as power outages, etcWe received calls immediately to the home phone, cell phones even our neighbors who were listed as emergency contacts were called - if they could not reach us by phone Their service and equipment was state of the art, effective and efficient So why did we go with Best Security rather than stay with the excellence of ADT? We wanted to, but upon ADT's inspection of our newly purchased home - they felt the wiring, equipment, etcwas very complicated and somewhat outdated in terms of the type of wiring, type of system, and placement of wiring, etcin this large story house; and recommended going with their system but it was going to be very expensive to try to rework what Best Security had already done and they were not comfortable using that existing wiring and equipment on site (they felt their own equipment was far superior and had different ideas about how they would wire our home) They recommended a brand new system (it was going to be more expensive) but suggested we first contact the security company that had done the original work - Best SecurityIf the existing system they had originally installed could be used effectively then it made sense to use what was already here This was clearly a huge mistakeBut again, Mr***'s promises of excellent customer service, state of the art equipment, full hour protection, etcseemed very convincing; but could not have been further from the truth I guess there is much truth to the statement "you get what you payed for"
Addressing Mr***'s inaccuracies:
-All of these discussions about TEST YOUR SYSTEM never occurredThe discussion that occurred was a very convincing sales pitch (by Mr***) to stay with Best Security, sign a year contract and use the existing equipment with an inspection of the existing wiring and equipment and make necessary changes where needed; due to our constructionAgain, Mr*** offered to make these changes - we didn't demand this
- I have all of my work orders *** (the technician) never wrote down TEST YOUR SYSTEM on one of them
-*** (technician) last visit did not get a system failure read out - until the end of his visit He then had to call the main monitoring station to find out what the problem wasThey communicated to him (and he to us) that there had been no monitoring for months That was our (and his) first indication of an issue of us being unsecured by Best SecurityPrior to that *** spent over an hour servicing and checking our motion detectors, batteries, connections, etc You would think that a central monitoring company would contact a customer if they were receiving any kind of signal that indicated there was no communication from a paying customerMr*** will say that is due to the telephone line being upgraded ADT, Cox Communications Security Division, etcclaim that's falseAny downing of their customers security system is immediately indicated in their systemsAnd the customer is contacted
-We did not "disconnect the source of communication from the alarm panel to the central station" Our phone service provider offered an upgrade to our phone service for optimum communication The contract does not state that should we upgrade our communication system it will negate our security systems ability to secure our home
-Mr*** is attempting to "force" us to stay with Best Security (as he admitted has happened with other Best Security customers because of this same issue) We have invested time, money (we have paid for several service calls and various equipment charges) and we now know risked our families safety by being inadequately secured with Best Security As mentioned previously, for the months we paid for security (and had none) the invoices for time and equipment charges that we were originally told would be included if we stayed with Best Security for years, should more than satisfy Mr*** Adding to Best Security's financial gain, the previous owner had pre-paid their for their security service - which was not transferrable to us the new owner So he benefited financial from that as well
-We did have to pay our contractor for his time and equipment in assisting *** (the technician)He was pulled away from his work in our home, cutting channels and helping to fish wires He was also in the attic space directing *** to wiring He would have no problem attesting to this
Character assassinating my communication style is highly unprofessional and certainly doesn't do anything but reflect poorly on a business owner and further devalue our opinion of *** *** and Best Security There was never a threat to report Mr*** to the Revdex.com It was clearly stated that since he was not being reasonable and was unable to shake hands and part amicably (with both parties feeling they had been wronged) that there was no choice but to contact the Revdex.com with a formal complaint with regards to his company and his actions With both of us having felt we had done our due diligence - and both of us experiencing what we felt as loss (we with months of no monitored coverage, additional expense to our contractor to hep *** (the technician), payment for service calls and equipment originally promised as complimentary) and the confirmation from other security companies that these practices are not typical in the industry and considered by them as substandard - and Mr*** with his complaints - that terminating this unsalvageable client/business relationship was necessary And now with further unprofessional actions on the part of Mr*** - with his character assassination the damage is irreparable
Thank you for your attention to this matter
Most sincerely,
*** *** *** ***

Revdex.com:
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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
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.
Regards,
[redacted]
In response to Mr. [redacted]'s accusations:
-Our conversation never included any discussion about a "hardline" phone. In Section 9 Client Duties there is nothing to indicate that you must have a "hardline" or any other specific phone line. Our number was not changed, telephone service was not disconnected or not working-we simply changed carriers.  We did this because our then existing telephone service provider (Cox Communications) indicated that our then existing telephone service was outdated and inferior to the updated state of the art service they were offering to upgrade us to.
-Mr. [redacted] stated that he had had several other of his customers that this had happened with. Isn't it ironic that Mr. [redacted] admitted this has been a problem with other Best Security customers?  It seems an interesting way to gouge unsuspecting customers and then strong arm them into continuing with inferior service-and in fact charging them to do so-by forcing them to upgrade to a different system and incur monthly charges and upgraded installation charges as well.  It would be interesting to know how many of those customers bought out their contracts instead(which is what Mr. [redacted] told us we had to do-or else upgrade the system with all kinds of charges) just to rid themselves of Best Security and these kinds of unethical business practices.
-Part of Mr. [redacted]'s sales pitch was that Best Security would use the existing wiring and make modifications where needed (free of charge) as long as we would agree to a 3 year automatic withdrawl from our checking account.  The service technician was not able to accomplish the necessary work on his own. He did not have the necessary tools or ability to accomplish the work. We had to hire our own contractor to be on site and assist [redacted] (Best Security technician)in modifying flooring, cutting channels and fishing security wires to perform and complete the necessary work for our system to work properly.  All other service calls to our home were paid for ($200. plus by cancelled check).  We did not make numerous changes to equipment (we in fact have the same motion detectors, etc. and instead eliminated equipment where it was no longer needed. This in fact made Best Security's job simpler and economically benefited them by paying for their additional trip charges to come back when construction was completed in various rooms so that the work could be more easily assessed, more easily accessible to perform and completed.
-Best Security never provided us with a manual; we obtained this from our real estate agent who requested it from the previous owner who provided it.
-Mr. [redacted] and his telephone service provider are both rude, unprofessional and insulting.  If they are "always to do the right thing and to treat others as we would like to be treated and even better" we would not be having this conversation.
 
It seems more than reasonable that based on the facts that we be released from our remaining contract and this business relationship be terminated immediately. Continuing with a company that provides inferior security and customer service and then distorts the facts of the circumstances in an attempt to hold us responsible for their downfalls is nothing short of unethical business practice. Perhaps Best Security would like to refund us for the service calls, our contractor charges and the 6 months we believed our family to be safe under Best Security's promise of security when we weren't even being monitored!!
Thank you and most sincerely,
[redacted]

In November of 2012 I personally had a discussion with Mrs. [redacted] as she states in her complaint where we discussed the use of the existing system that we installed for the previous occupant for the home she had purchased. As I always do especially in the last 3-5 years because of all the...

communication options we discussed her current phone transmission. This is a critical aspect of the security system and I explained that this is how the signals are sent and since she had a hardline phone we could monitor the system at the current rate of 29.95 per month. The fact that she did not notify us of her changing providers and the subsequent disconnection of her phone is the reason we were unable to receive signals and were unaware of the condition. I understand her frustration but we did nothing wrong and believe her frustrations should be directed at Verizon who made no inquiries to her home or any conditions that may be affected by her switch. We offered her a solution to send the signals via the Honeywell Cellular network and the cost we proposed 150.00 installation is at cost with no labor charges and an additional 10.00 per month which is standard. Additionally on the contract which she also states in her complaint which we sent her a highlighted copy of on January 16, 2014 and have enclosed a copy with the Section 9 – Client Duties which states: If your telephone is disconnected, out of order, placed on vacation status or otherwise not working, signals cannot be transmitted and the Central will not know of the telephone service problem.  Also Section 14 – Client Duties: you will test your system’s protective devices and send test signals to Central in accordance with our instructions at least monthly. Every work order we explain and put in writing to TEST YOUR SYSTEM WEEKLY which she received on March 8, 2013. We also sent her the owner’s manual which indicates the need and the instructions of how to test your system and the keypad indicators when the signal fails to go through. She indicates in her complaint we have had others encounter these problems but everyone has either made arrangements ahead of time or made the necessary adjustment after the fact. The key difference is they all took responsibility for there actions.  
 
To address the work we performed and the main reason we require her to fulfill the remainder of her contract is the amount of work and time we invested in her initial takeover of the system. Traditionally the take over of systems takes about 1 hour but because of the on-going construction and changes this takeover took over 8 hours and all at no cost to Mrs. [redacted]. We were always very accommodating to Mrs. [redacted] and her numerous changes and although she paid for some new equipment or adjustments they were always done at an extremely favorable rate. We do our best to provide great service to establish a good relationship so at first we can be compensated for the initial work performed and then establish a solid long term relationship down the road. That is how we stay in business by the revenue stream down the road and obviously by not spending 8 hours at her home for free. It would be easier to succumb to Mrs. [redacted]’s request but we did nothing wrong and have provided her with numerous warnings about the transmission lines of communication of the security system as well as ways to test the system as often as she wants. Also the system will provide an indication at the keypad if an alarm signal failed to be sent by either an FC or COMM FAIL which was explained in detail in the owner’s manual. 
 
As far as any communication and discussions with me or our staff we do our best to explain the situation and sometimes when someone doesn’t get there way there is really nothing left to say after the same topic repeats itself time and time again. We offered her a solution at a more than reasonable price. It was apparent that whatever we said would not make her happy unless we let her out of the commitment that she made initially. We have made several attempts to rectify the situation which ultimately did not satisfy her and resulted in her carrying out her threat to file this complaint. She states in her complaint she would prefer to go with 2 other vendors who she feels will provide her with more confidence but if you check the records of the companies they have the worst customer service reputation in there respective industries. It doesn’t matter what company or equipment you have if you disconnect the source of the alarm signal and if that transmission source is not supervised or tested at a particular interval nobody will know or receive any signals period.
 
In conclusion we run this business with a simple focus to always to do the right thing and to treat others as we would like to be treated and even better. I am willing to install the GSM Cellular Module at no cost (waive 150.00 installation) as long as Mrs. [redacted] will resign the agreement at the new rate of 39.95 per month for cellular monitoring only and if she wants Total Connect features at 44.95 per month. The Total Connect features will allow her control of her system from her smart phone or any internet browser. The resigning of the agreement will give us the time to recoup our investment in the time and material to install the device. We will cancel the remaining term of the initial contract and start over when the new equipment is installed and operating. 
 
Thank you, for your attention to this matter and contact me with any questions.
 
[redacted]
Best Security Products

The conversation was that he wanted to cancel and the call came in on March 4, 2014. He went on to say that he had his credit card company reverse a charge since it just went through on March 1st for the quarter. I explained that he had to at least give me a 30 day notice and thats when he got...

indignent and said that he didn't and he was canceling and that was that. I will admit that I was not as patient as I should have been but I was not rude but just stated the facts.
For liability purposes we cannot take cancellations over the phone and must get them in writing. I mentioned this to Mr. [redacted] and that the contarct stated this: The original term of this agreement is 3 years, and will automatically be renewed for sucessive one (1) year terms unless specifically canceled by you in writing no less than 30 days prior to the expiration of the original term, or any additional renewal terms thereto. Giving 30 days notice is standard in almost all contarcts.
My intention was to at least get the last billing cycle which is all of 54.00 but he was not going to take any other answer than what he wanted to hear so I simply stated we would send him a letter with supporting documentation. We cannot have people cancel over the phone and then if something happens and we don't respond then we are held liable when we don't have written documatation to back it up. As for all the on-line complaints about this company we are not aware of any and if there are we would certainly respond so please have Mr. [redacted] forward the source of the on-line complaints.
We ask that he at least pay for the month of March (18.00)
Thank you,
[redacted]
Best Security Products

Review: We contracted with Best Security to secure our family home. [redacted] gave a great sales pitch, and claimed they could use our existing system to secure our home. He sent out his technician ([redacted]) to check our home for adequate wiring and operability. This required us to make our contractor available (at our expense) to alter floor boards, drywall, etc. in order to help [redacted] put wires in channels on the subfloor, etc. We also had [redacted] return to our home several times to provide additional services; as the system was not operating properly, batteries needed replaced, new Best Security signs needed posted, and due to construction; equipment needed to be replaced or repositioned. (We paid for each of these visits and can provide our cancelled checks.)

Most recently, at our request for service, within the last month [redacted] came to our home to reposition motion detectors due to crown moulding installation by our contractor. We also asked to [redacted] work on getting our front gate connected to open with our phone line as he had mentioned he felt he could(as it operated prior to us hiring Best Security) but never worked once we secured security service with them. As [redacted] was attempting this, he decided to do a test with the monitoring center because he could not get a telephone signal. Upon calling them [redacted] determined we were not being monitored at all by the central monitoring system and in fact had not been being monitored for quite some time (approximately 6 months). He asked us if anything had changed with our phone lines - the only thing we could tell him was due to Cox Communications and Verizon Wireless teaming up to provide the most up to date and efficient service' they recommended and we allowed Verizon Wireless to take over our telephone line coverage. [redacted] said that due to this change, our security system was not working. He stated that we had to have a land line which was dependent upon land wire services not towered services, and apparently what we now have is towered telephone service. We stated that we were unaware that a land line was a requirement for our security system, and had no indication our system wasn't working - all of the motion lights indicated motion when walking in front of them and in and out of rooms and that when we would set our alarm at night and upon leaving the house that there was no indication that we were not being monitored. It is very scary to think that while we were away on vacation, at holiday programs and home sleeping - our family was completely unprotected - and paying for it no less! ($29.99 is debited automatically from our checking account for Best Security monthly.) [redacted] told us the only way for our system to begin working again, was to call Cox Communications or another phone service that provides non towered telephone service.

I called to speak with Best Security and was shut down by the receptionist who proclaimed "she wasn't interested in my story because their was nothing she could do to help." When I told her I thought she was rude and was giving terrible customer service, she stated " well there is nothing I can do to help you, you'll need to speak to [redacted], so there is no point in you going on with your story".

[redacted] return the call several hours later. All of the above was communicated to him. His response was that we caused the problem by changing our telephone company carrier and upgrading to towered service. That this was clearly stated in our contract with Best Security. We asked that he highlight that part of the contract we signed, because we could not see that statement in our contract that we have. [redacted] also stated that he had seen this happen with several of his other customers and that the way to solve the problem is to upgrade our service for an additional $10 per month to $39.99 debited from our checking and it would cost us over $150. for the new towered service (wireless) alarm system to be installed in our home. We shared with [redacted] that we previously had service provided by ADT Security and the moment our system went offline with their central monitoring station due to communication failure, low battery, smoke from our cooking, etc. they would call and question us to ensure we didn't need emergency services of any kind. Never in the 6 months our system has been "offline" has one person called us from the monitoring station or Best Security to ask if there was a problem or to tell us that they were not receiving a signal from our home. This could have gone on indefinitely had we not called for service to reposition our motion detectors.

The conversation continue with [redacted] without satisfactory resolution. We stated we felt unprotected and dissatisfied with Best Security. [redacted] stated that he has been in business for 20 years, has a A+ rating with the Revdex.com and lots of satisfied customers. The solution he offered was again for us to pay for a wireless system upgrade and increase our monthly charges. We stated to him that we weren't interested. We would take our business to Cox or back to ADT or to another service provider that makes us feel confident in our home security protection plan. He stated that if we want to do that, we would have to buy out the remainder of our contract. We stated that since we had been unprotected for so long, we have no confidence in Best Security - and that we are not asking that we be reimbursed for services not provided to us - but we wanted our contract terminated immediately so that we can take our business elsewhere. He said no. We stated he was giving us no choice but to contact the Revdex.com and proceed with them. He hung up on me.Desired Settlement: We would like to be released from the remainder of our contract with Best Security. We have paid for a service ($29.99 per month automatically being debited from our checking account) since June 2013 and have had no central station monitoring or protection.

Business

Response:

In November of 2012 I personally had a discussion with Mrs. [redacted] as she states in her complaint where we discussed the use of the existing system that we installed for the previous occupant for the home she had purchased. As I always do especially in the last 3-5 years because of all the communication options we discussed her current phone transmission. This is a critical aspect of the security system and I explained that this is how the signals are sent and since she had a hardline phone we could monitor the system at the current rate of 29.95 per month. The fact that she did not notify us of her changing providers and the subsequent disconnection of her phone is the reason we were unable to receive signals and were unaware of the condition. I understand her frustration but we did nothing wrong and believe her frustrations should be directed at Verizon who made no inquiries to her home or any conditions that may be affected by her switch. We offered her a solution to send the signals via the Honeywell Cellular network and the cost we proposed 150.00 installation is at cost with no labor charges and an additional 10.00 per month which is standard. Additionally on the contract which she also states in her complaint which we sent her a highlighted copy of on January 16, 2014 and have enclosed a copy with the Section 9 – Client Duties which states: If your telephone is disconnected, out of order, placed on vacation status or otherwise not working, signals cannot be transmitted and the Central will not know of the telephone service problem. Also Section 14 – Client Duties: you will test your system’s protective devices and send test signals to Central in accordance with our instructions at least monthly. Every work order we explain and put in writing to TEST YOUR SYSTEM WEEKLY which she received on March 8, 2013. We also sent her the owner’s manual which indicates the need and the instructions of how to test your system and the keypad indicators when the signal fails to go through. She indicates in her complaint we have had others encounter these problems but everyone has either made arrangements ahead of time or made the necessary adjustment after the fact. The key difference is they all took responsibility for there actions.

To address the work we performed and the main reason we require her to fulfill the remainder of her contract is the amount of work and time we invested in her initial takeover of the system. Traditionally the take over of systems takes about 1 hour but because of the on-going construction and changes this takeover took over 8 hours and all at no cost to Mrs. [redacted]. We were always very accommodating to Mrs. [redacted] and her numerous changes and although she paid for some new equipment or adjustments they were always done at an extremely favorable rate. We do our best to provide great service to establish a good relationship so at first we can be compensated for the initial work performed and then establish a solid long term relationship down the road. That is how we stay in business by the revenue stream down the road and obviously by not spending 8 hours at her home for free. It would be easier to succumb to Mrs. [redacted]’s request but we did nothing wrong and have provided her with numerous warnings about the transmission lines of communication of the security system as well as ways to test the system as often as she wants. Also the system will provide an indication at the keypad if an alarm signal failed to be sent by either an FC or COMM FAIL which was explained in detail in the owner’s manual.

As far as any communication and discussions with me or our staff we do our best to explain the situation and sometimes when someone doesn’t get there way there is really nothing left to say after the same topic repeats itself time and time again. We offered her a solution at a more than reasonable price. It was apparent that whatever we said would not make her happy unless we let her out of the commitment that she made initially. We have made several attempts to rectify the situation which ultimately did not satisfy her and resulted in her carrying out her threat to file this complaint. She states in her complaint she would prefer to go with 2 other vendors who she feels will provide her with more confidence but if you check the records of the companies they have the worst customer service reputation in there respective industries. It doesn’t matter what company or equipment you have if you disconnect the source of the alarm signal and if that transmission source is not supervised or tested at a particular interval nobody will know or receive any signals period.

In conclusion we run this business with a simple focus to always to do the right thing and to treat others as we would like to be treated and even better. I am willing to install the GSM Cellular Module at no cost (waive 150.00 installation) as long as Mrs. [redacted] will resign the agreement at the new rate of 39.95 per month for cellular monitoring only and if she wants Total Connect features at 44.95 per month. The Total Connect features will allow her control of her system from her smart phone or any internet browser. The resigning of the agreement will give us the time to recoup our investment in the time and material to install the device. We will cancel the remaining term of the initial contract and start over when the new equipment is installed and operating.

Thank you, for your attention to this matter and contact me with any questions.

Best Security Products

Consumer

Response:

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.

Regards,

In response to Mr. [redacted]'s accusations:

Review: I called the company today to cancel my security system that I have had with them for around 10 years. The guy who answered the phone rudely stated they could not accept cancelations over the phone (even though he knew me as we have spoken in the past) because they could not verify I was who I said I was over the phone ... he went on to say they will send me a letter to cancel the service and that he did not want to argue with me on the phone to explain the terms of the letter (obviously the terms will not be fair or reasonable). I am not confident I will receive the letter in a timely fashion nor do I understand why the service could not verify my identity by social security or credit card number on the internet or over the phone or make the terms of the letter to be sent more publicly available - it seems like it is buried in small print in the contract that no one ever reads. He also said I had to provide 30 days notice prior to the end of a term and I am unsure because he hung up on me on whether the "term" is for a month, quarter, or year. I guess my service recently automatically entered a new term without asking me to sign or agree to anything My reason for canceling is due to the fact I am selling my home. Based on several internet based complaints about this same company, I think they are now going to try and bill me for a period of time beyond the next 30 days or so and try to charge for equipment that I have paid for over the course of the last 10 years - this suspicion again is due to all the online complaints I have just read. In summary, the company is non responsive and difficult when trying to cancel and will try everything to take advantage of loyal customers.Desired Settlement: Immediate cancelation of my service and immediate understanding of the fees they expect to collect for cancelation and recovery of the installed equipment - which I could stick in a box and mail to them tomorrow if they provide an inventory list of the items they want back. This is the same service most cable companies provide - meaning you can end the service immediately and get any deposits or unused fees back immediately after return of equipment.

Business

Response:

The conversation was that he wanted to cancel and the call came in on March 4, 2014. He went on to say that he had his credit card company reverse a charge since it just went through on March 1st for the quarter. I explained that he had to at least give me a 30 day notice and thats when he got indignent and said that he didn't and he was canceling and that was that. I will admit that I was not as patient as I should have been but I was not rude but just stated the facts.

For liability purposes we cannot take cancellations over the phone and must get them in writing. I mentioned this to Mr. [redacted] and that the contarct stated this: The original term of this agreement is 3 years, and will automatically be renewed for sucessive one (1) year terms unless specifically canceled by you in writing no less than 30 days prior to the expiration of the original term, or any additional renewal terms thereto. Giving 30 days notice is standard in almost all contarcts.

My intention was to at least get the last billing cycle which is all of 54.00 but he was not going to take any other answer than what he wanted to hear so I simply stated we would send him a letter with supporting documentation. We cannot have people cancel over the phone and then if something happens and we don't respond then we are held liable when we don't have written documatation to back it up. As for all the on-line complaints about this company we are not aware of any and if there are we would certainly respond so please have Mr. [redacted] forward the source of the on-line complaints.

We ask that he at least pay for the month of March (18.00)

Thank you,

Best Security Products

Consumer

Response:

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,