Brickhouse Security

Hello [redacted] and [redacted] ***,We have issued refunds in full for the month of service that had been charged already on [redacted] ***'s accountThe service extension of a free month we applied also remains on the account so that [redacted] will not be charged for service while we continue to work with him.We are working to try and resolve the issues [redacted] has been experiencingUnfortunately we would not be able to issue refunds to [redacted] for the purchase price of his eZoom devices as they were not purchased from us and our company did not charge him for those devicesIf the problem persists with the eZoom trackers we would definitely be willing to try replacing his units for free with another tracker from our company that is comparable to the eZoom.Best regards, [redacted]

Hello [redacted] and [redacted] ,We would like to apologize that this matter was not taken care of when [redacted] contacted our support team [redacted] 's request for a shipping refund in this situation is completely validAs requested we have already processed a full refund for the $ shipping costs on her order and we have sent a separate email confirmation of this refund to herWe will be launching a full investigation into how this was handled by the agents [redacted] spoke with and taking disciplinary action as neededWe apologize again for all of the inconvenience [redacted] has experienced in this matter.Best regards,Katie W***BrickHouse Security

Hello [redacted] and Andrea [redacted] ,We're very sorry for any inconvenience in this situationOur support team definitely should have been able to advise you that all returns are processed within days of being received at our warehouseWe confirmed with our returns department that your return package was received on the ***I have had our returns manager expedite your refund and it has been processed this morningA confirmation email for the refund has also been sent to you from our companyDepending on your bank or credit card company's policies it may take a few business days for the refund we issued to post to your account.Best regards,Katie W***Customer Service ManagerBrickHouse Security

Arvi was great Kind, courteous and very helpful

Hello [redacted] ,As per our conversation with you this morning your full refund has been issuedTo confirm we have issued back refunds for all of the $charges (totaling $485.25)Email confirmations for each of these refunds have also been sent to youAgain, we sincerely regret the error which occurred on your account and apologize for the inconvenience this has caused youYou can rest assured that this has been corrected in our system and all erroneous charges have been refundedThere will be no further charges issued to your credit card.Best regards,Katie W***Customer Service ManagerBrickHouse Security

Hello [redacted] and [redacted] , [redacted] was refunded in full for the returned product earlier today when he called in and spoke with our support team about the issueWe sincerely apologize for the delay in the refund process and that the agents whom he spoke with prior to today did not take action to have this matter resolved quickerThe refund was issued for the full amount we charged, $While we regret that the refund was not processed in a more timely manner we will not be able to reimburse any interest rates accumulated on [redacted] 's credit cardBest regards, [redacted]

Hello [redacted] ,We sincerely apologize that we were unable to fulfill your orderUnfortunately the item was not able to be sourced from our vendor as it had been discontinuedAs we had not been previously notified by our vendor that the item was no longer available prior to your purchase our website had not been updated to reflect this at the time you orderedWe're very sorry for the inconvienence this caused you Your order was already cancelled and refunded in full on 9/*/The refund details are as follows:Refund amount: $319.99PayPal Refund ID: [redacted] Best regards,Katie W***Customer Service ManagerBrickHouse Security

positive arvin was helpful

Hello [redacted] and [redacted] ,I have already been in contact with [redacted] today over this issueShe was very helpful in sending me a copy of the invoice from [redacted] that she refers to in this complaint so that I could investigate this furtherThe [redacted] was shipped separately from the other items on the order as it originated from a different locationThe item was drop shipped directly from our vendor whereas the other items were fulfilled and shipped from our warehouse directlyBoth packages should have been sent via [redacted] worldwide expedited serviceUpon looking into this further and speaking with [redacted] about the bill she received I was able to confirm that our vendor shipped this order for us using [redacted] expedited freightThis is not a shipping option which we ever choose or authorize our vendors to use for our shipmentsThis is what resulted in her receiving the freight shipment bill from [redacted] on that packageAs this was a mistake made by our vendor, we of course agree that it is our responsibility to cover this invoice from ***I have already contacted [redacted] on this and we have processed payment of $CAD for the invoiceWe sincerely apologize again for the inconvenience this matter may have caused.Best regards, [redacted]

Hello [redacted] and [redacted] ,Unfortunately we cannot issue a refund for [redacted] 's orderOur return policy allows for refunds within days of receiving your product and also states that GPS trackers are non-refundable items once they have been usedWe sometimes can make an exception to this policy within reason, but unfortunately we cannot issue a refund for a GPS tracker that has been used since its purchase in The return package was originally sent as an unauthorized return to our NY head officesWe do not process returns in this location and the package was later forwarded to our returns department in our warehouse for inspectionWe have checked with our [redacted] and they did confirm the only item we received back was a visibally used HCT GPS tracker that we were able to identify as being purchased from us in based on the IMEI number of the unitWe returned what we received from [redacted] with a letter explaining that we cannot refund the unitWe understand he is claiming that he only received half of his item backIf he tells us which part was missing in the return package we will gladly ship out the missing part.We have no problem offerring an out of warranty replacement as an exception for [redacted] if his device is experiencing technical issues, but we cannot issue a refund for a used item so far out of policy.Best regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, but the resolution still has not been resolvedI am still not able to log into my account with the information Brickhouse Security has given me, I still get the message "Bad user credentials" Sincerely, [redacted]

One of the smoothest experiences I’ve ever had with over the phone transactionsJanice answered all my questions and was very friendly as well as professionalWill be recommending your company for anyone who is in need of your type of services, thank you so much

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I received a full refund on Sincerely, Andrea [redacted]

I ordered a device from Brickhouse on August **,The package was said to have been delivered to my home via [redacted] on I have been calling weekly since and the representative with Brickhouse told me that [redacted] denied the claim, I called [redacted] and spoke with Paul while the Brickhouse representative was also on the phone line [redacted] told Brickhouse directly that it is their responsibilit

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The issued remain and the service is still not being providedWe have been billed for the past month for services that were not providedWe should be refunded last month and continue to go unbilled until this issue is resolvedAs it has been months of the issue remainiare growing impatient and wonder if the service will ever workIf Brickhouse cannot get the service up and running within another week, it would seem fair for them to allow us to turn in our devices and be refunded for themWe purchased the devices under the belief that service would be provided and clearly that hasn't occurred In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Everything about this business has been ExcellentSomething you see very little of now-days

This is a good company with innovative solutions for Security companies and individualsThis is my first stop when looking for a solution for my security issues [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Brickhouse shipped me GPS trackers overnightUPS delivered the package, but within minutes, it diappeared off my front porchBrickhouse resolved the issue IMMEDIATELY at no extra charge to meVery satisfied customer

Arvi was very helpful and informative and helped me with my drastic situationHe was also very friendly and helped my stressful situation put at easThanks again Arvi