Brickhouse Security

I have had my share of customer service web "chats" and have never had a good experience with any of them Most of them have several chats going on at once and have no knowledge of how to serve the customer, nor do they understand the questions you ask Brickhouse's "chat" is quite the opposite I was connected to Ruschelle immediately, stated my problem, she solved it without question, and I was done All within less than five minutes I have been a Brickhouse customer for a couple of years--they are always on top of any problem I've had They must have a great hiring and training program because they are a top-notch company!

I purchased a GPS tracker from Brickhouse and am very satisfied with itThe reps I have spoken to have been very curtious and helpfulThis is a star business in my opinion

Hello *** *** and *** ***,We sincerely apologize for the issues *** *** has been experiencing since the transition to BrickHouse as well as the lack of resolution to his problemsI have assigned his case to one of our corporate tech support specialists to personally assist with this
accountWe have tried reaching out by phone today to get in touch and also sent *** *** an email with our corporate support rep's information. As the issues he has experienced have been ongoing we have extended a free month of service for all of the devices on his account with us.Best regards,*** ***
*** *** ***
*** ***

The device came quickly and was exactly what I was expectingIt works wellIve been useing it ever since without any problemsId recomend it to anyone

Excellent service all aroundI've purchased ten cameras from Brickhouse Security in the last four monthsObviously I like their service and will continue shopping there

Customer service was very patient and they didnt stop until they had the problem resolved

Very informative and friendlyAnswered all my questions

I would like to mention that after purchasing an eon gps tracker I was at first having issues with the connectivitiy but after speaking with customer technical support I was able to have my unit located through gps and has worked fine since thenI would like to express my thanks to customer service representative Kaye, who was very patient and helpful along the way with my concernI would highly recommend going with the $a month plan if you wish to have more detailed tracking of your vehicle(s)Thank You Brickhouse Security Customer Rep (Kaye)

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:

We have not yet exchanged the devices. We would accept Brickhouse's offer to swap out the devices if this will indeed correct the issue once and for all. We would ask the business to let us know how to begin this process. Thanks. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],As per our conversation with you this morning your full refund has been issued. To confirm we have issued back refunds for all 15 of the $32.35 charges (totaling $485.25). Email confirmations for each of these refunds have also been sent to you. Again, we sincerely regret the...

error which occurred on your account and apologize for the inconvenience this has caused you. You can rest assured that this has been corrected in our system and all erroneous charges have been refunded. There will be no further charges issued to your credit card.Best regards,Katie W[redacted]Customer Service ManagerBrickHouse Security

Hello,We tried calling [redacted] about this return as our returns manager notified us that upon opening the package it included only the product packaging for the item, but that the actual tracker & accessories were not included in the packaging. We tried to call to confirm with [redacted]...

[redacted] if he had mistakenly shipped just the box as we have had other customers accidentally ship back returns to us missing the product before. When our agent tried to call they were not able to speak with [redacted] directly, but spoke with his assistant. She had stated that she believed the box was never opened and was returned as received. We do know this not to be true as the tracking device was used. However, as [redacted] is stating he is sure that the device was included in the shipment he sent to us, we will write this off as possibly an issue with [redacted] and take this claim up with them separately for the missing items in the package. We will issue a refund to [redacted] today for the device. We apologize for any inconvienence, but we were merely trying to speak with [redacted] about this issue to confirm if he still had the item so that we could resolve this matter. [redacted] will receive an email confirmation today for the refund of his device.Best regards,Katie W[redacted]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 issue. We 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 quicker. The refund was issued for the full amount we charged, $499.95. 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 card. Best regards,[redacted]
[redacted]

Hello [redacted],We sincerely apologize that we were unable to fulfill your order. Unfortunately the item was not able to be sourced from our vendor as it had been discontinued. As 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 ordered. We're very sorry for the inconvienence this caused you.  Your order was already cancelled and refunded in full on 9/*/16. The refund details are as follows:Refund amount: $319.99PayPal Refund ID: [redacted]Best regards,Katie W[redacted]Customer Service ManagerBrickHouse Security

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 9/**/15
Sincerely,
Andrea [redacted]

Hello [redacted] and [redacted],We will be doing a full audit of your support calls with our team to look into your claims and have this addressed with the agents who helped you. From the notes on your account I did see that the issue with the item is that the watch face has stopped...

working, but the camera in the watch still operates. The watch face does work off of a battery separately from the camera function of the device. Access to the watch battery is inside the watch behind the circiut board for the camera. This can be accessed by removing the back of the watch and carefully unscrewing the circuit board and lifting it to access the battery behind it. While you are out of warrenty on this product as it was purchased back in October of last year we can make a one time exception to send you an out of warrenty replacement for the watch you have. In the future though we will not be able to continue replacing the watch due to low batteries for the watch face. I have had a new order set up to ship you a new watch and you will receive an email with the tracking information once it has shipped later today.Best regards,Katie W[redacted]Customer Service ManagerBrickHouse Security

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 valid. As requested we have already processed a full refund for the $29.50...

shipping costs on her order and we have sent a separate email confirmation of this refund to her. We will be launching a full investigation into how this was handled by the agents [redacted] spoke with and taking disciplinary action as needed. We apologize again for all of the inconvenience [redacted] has experienced in this matter.Best regards,Katie W[redacted]BrickHouse Security

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. It is unfortunate that I was not given this option when I called in on June **, 2015 I was told they do not issue refunds. This is how the matter should have been taken care of all along
Sincerely,
[redacted]

Hello,First of all we would like to sincerely apologize for the experience which you had. Your complaint has made it apparent to us that we need to pull our agents for retraining as none of what you described is in accordance with our company policy. We sincerely regret that you had to go through...

this and please rest assured that we will be doing a full audit of how your concern was handled so that we may address this issue internally.We should actually be able to reactivate your existing unit. While you have an older model which we no longer sell, we should still be able to activate service on it. If for any reason the device would not reactivate we would absolutely be able to upgrade you to one of our current line of trackers at no cost to you. If needed we would gladly set up a warranty exchange in which we would send you out one of our new units and would only ask that you send back your old device. One of our managers tried to call you yesterday. We will continue to try to reach you. If we are not able to get you on the phone today we will also be sending you an email. Our offer for you is that we either try to reactivate your existing device, or if you would prefer we can exchange out your tracker to one of our newer model units which run on the [redacted] network. We would also like to provide your first month of service on us for the inconvenience you experienced in this matter. We hope to be able to talk to you soon to get this matter all taken care of for you.Best regards,Katie W[redacted]Customer Service Manager

Hello [redacted] and Andrea [redacted],We're very sorry for any inconvenience in this situation. Our support team definitely should have been able to advise you that all returns are processed within 5 days of being received at our warehouse. We confirmed with our returns department that your...

return package was received on the [redacted]. I have had our returns manager expedite your refund and it has been processed this morning. A confirmation email for the refund has also been sent to you from our company. Depending 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[redacted]Customer Service ManagerBrickHouse Security

Hello [redacted],We sincerely apologize for what happened on your purchase. While we did list that the additional accessories were for a limited time, while supplies last, we do understand how you felt misled by this. In this case we agree that our product team should have worked closer with our web team...

to make sure this offer was removed once our stock levels depleted on these promotional accessory items. To make up for the inconvienence you experienced in this matter we agree to your request for a $50 credit back on your order. Furthermore we will also be auditing how your concern was handled by our team and why your previous request was denied so that we may address that internally. I will be processing the $50 refund today and you will receive an email confirmation for this credit shortly.Best regards,Katie W[redacted]Customer Service ManagerBrickHouse Security