Brickhouse Security

Hello [redacted] & [redacted],We will be having a supervisor try to contact [redacted] today in regards to his return request. Upon checking the tracking history we did confirm that his device stopped tracking on 10/**/15. We would be more than happy to honor his request for a...

refund, or if he would prefer to instead offer a replacement on the device. As the device has not had tracking since 10/** we also agree it is more than fair to refund the service charges issued after that date. We are processing refunds for service charged in the amount of $29.99 on 10/**/15 and 11/**/15. [redacted] will receive email confirmations for both of these refunds from our system today. We will wait to cancel service or set up the return until we speak with [redacted] to confirm if he would like to try a replacement unit first or to just be issued the return authorization to send his device back for a full refund. We sincerely apologize for how this return request was handled when [redacted] called in. It definitely does not sound like he was provided the level of support which we expect from our team and we will be conducting an audit on how that call was handled by our agent.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 have determined that my complaint has NOT been resolved because:The response was not true. Their product failed, their system failed, their customer service failed so I had to go to a new company.  I want my money back for the GPS unit. If they dont return my money I will sue them in small claims court.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]

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]

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 provided. We have been billed for the past month for services that were not provided. We should be refunded last month and continue to go unbilled until this issue is resolved. As it has been months of the issue remaining-we are growing impatient and wonder if the service will ever work. If 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 them. We 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]

Hello [redacted] and [redacted],We have issued refunds in full for the 1 month of service that had been charged already on [redacted]'s account. The 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 experiencing. Unfortunately 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 devices. If 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],Unfortunately we cannot issue a refund for [redacted]'s order. Our return policy allows for refunds within 30 days of receiving your product and also states that GPS trackers are non-refundable items once they have been used. We 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 2013. The return package was originally sent as an unauthorized return to our NY head offices. We do not process returns in this location and the package was later forwarded to our returns department in our warehouse for inspection. We 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 2013 based on the IMEI number of the unit. We returned what we received from [redacted] with a letter explaining that we cannot refund the unit. We understand he is claiming that he only received half of his item back. If 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]
[redacted]
[redacted]

Hello [redacted] and [redacted],I have already been in contact with [redacted] today over this issue. She 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 further. The [redacted] was shipped separately...

from the other items on the order as it originated from a different location. The item was drop shipped directly from our vendor whereas the other items were fulfilled and shipped from our warehouse directly. Both packages should have been sent via [redacted] worldwide expedited service. Upon 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 freight. This is not a shipping option which we ever choose or authorize our vendors to use for our shipments. This is what resulted in her receiving the freight shipment bill from [redacted] on that package. As this was a mistake made by our vendor, we of course agree that it is our responsibility to cover this invoice from [redacted]. I have already contacted [redacted] on this and we have processed payment of $124.03 CAD for the invoice. We sincerely apologize again for the inconvenience this matter may have caused.Best regards,[redacted]
[redacted]
[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 resolved. I 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]

Hello [redacted] and [redacted],The statement from our previous reply which [redacted] is claiming is untrue was something that we verified by auditing the call he made to us to deactivate service. The agent did offer a week of free service so that we could continue trying to troubleshoot the issues with the device and when [redacted] declined she also assured him that if he ever decided to reactivate service with us we would work with him to get that service working.As stated in our previous replies we would gladly issue a replacement if he wanted to continue service with us. We also are more than willing to send out whatever part was missing from his return if he lets us know what piece it was. However we cannot issue a refund for an order so far outside of our eligible refund period. Best regards,[redacted]
[redacted]
[redacted]

I ordered the Spyshades hidden cam glasses from Brickhouse Security. It was supposed to come with a manual and a charger for the glasses. It came with NO manual and the Wrong charger that doesn't fit in the small cylindrical charging hole the glasses have. Have contacted Brickhouse Security and they stated they are going to email me a return shipping label so I can receive another one. I've already waited almost a full week to receive these glasses after paying an extra $20 to have them shipped via [redacted] 2nd day air and due to weather and incompetence on never being able to find my house on my street from [redacted] I just received it.

Review: This company is horrible. They are seriously lacking in organization. I have previously ordered trackers from this company a couple years ago. This past month, I ordered another and it wasn't the quality I expected. I returned it within the time frame specified. I received a call today, that they have received the box. They are telling me the tracker is not in the box which I know 100% that I shipped the tracker along with the original packaging in perfection condition. It was shipped on the [redacted], and they are telling me on the 4th of the following month that it is missing. Every company representative that I have spoken to has an intense accent which is very annoying to me as well. If there customers representatives can't speak clear English, I cannot understand what they are saying. This company is horrible, and I will never do business with them again. They could look up the information on the tracker, and clearly see that it isn't being used. Instead, they are refusing my refund. I am not a happy customer. My device number is [redacted]. My return number is [redacted].Desired Settlement: I want a refund.

Business

Response:

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] 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

Review: Purchased two smoke detector nanny cameras. When the first shipment was received they didn't work and noticed products were refurbished Company was contacted and was informed of the problem. Company was also informed I wanted two new cameras not refurbished because I paid for new cameras. A second shipment was sent to me and again the products were refurbished. Company was contacted once more and I asked for a refund. Products were shipped back to company with confirmed delivery. Reached out to company a third time, they confirmed they received all the products but can't tell me when I can expect a refundDesired Settlement: Full refund of money as fast as possible

Business

Response:

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

Consumer

Response:

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]

Review: taken avantage of a senior citizen about a securty watch that don't work lied too and disrespected and knowing the watch couldn't be fix . I just want my voice be heard, I never bye nothing from them anymoreDesired Settlement: refund or fix would be great and told the truth,

Business

Response:

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

Review: Brink House has charged our account several times without our consent and have refused to refund our money they can only extend our subscription which we have just paid in full for a year. They recently charged us $900.00 and said it was a billing error but can not refund the money only extend our subscription. I told them this was unacceptable we have no desire to continue if they can not correctly bill a customer and charge as they please with a no refund. Took 30 min on the phone trying to speak with a supervisor. They took my information and said when a supervisor is available they will call me back.Desired Settlement: This company should have to refund money when they make a billing error. This was not our fault we paid a year in advance for their services and should not be stuck with one more without our authorization

Business

Response:

Hello [redacted] and [redacted],We audited [redacted]'s account to investigate this claim and to confirm if there was any error in the billing on this account. [redacted] first purchased 3 HCT trackers on 1/**/15, order number [redacted]. On this order annual billing was requested for those 3 devices. The annual service for those 3 units was charged on 1/**/15 in the amount of $898.50. On 1/**/15 [redacted] placed a new order for 3 Trackports, a different type of GPS tracker that our company offers. This new order was placed with monthly billing terms set on the subscription for the 3 new units. The monthly service for the new units was first billed on 2/*/15 in the amount of $89.85 to renew every 30 days afterwards. We were contacted later on 2/**/15 by [redacted] requesting a return on the 3 HCT's from the original purchase from 1/**/15. We received these 3 units back and issued a refund for them on 2/**/15. We did find a mistake was made here as the pre-paid service for those 3 returned devices was not refunded at that time, even though they had been returned and service on those units was cancelled.On 4/**/15 our support team was contacted by [redacted] in regards to the billing for the Trackports on her account. She called as she had been being billed monthly for the 3 Trackports which remained active on her account. [redacted] was stating on that call that the the subscription should be on annual terms instead of monthly for those devices. As service on the Trackports had not been prepaid previously, the agent took this to mean that [redacted] wanted to change the frequency of the billing on those units from monthly to annual. The subscription for the Trackports was updated to be for annual billing going forward and an offer of 1 month free service was also added to the account and was applied for May service. The subscription then came due on 6/*/15 with the updated annual billing terms and the account was charged $898.20 for the annual subscription on the 3 Trackports. As the service that was prepaid in January was for the returned HCT trackers, we are issuing a refund in full for that $898.50 charge. This should have been credited at the time the return was authorized and the service on those 3 units was deactivated.I will be looking into how this concern was handled by our support team and our supervisor when [redacted] contacted us on 6/**. If there ever is an error on our part in billing we have no problem issuing refunds and we will be investigating why this was not offered on the [redacted] when this issue was first raised to us. We sincerely apologize for the inconvenience in this matter and that [redacted] was not offered a speedier resolution to this issue. The refund for the January charge of $898.50 is being processed today and [redacted] will receive an email confirmation of the credit issued.Best regards,[redacted]BrickHouse Security

Consumer

Response:

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,

WORST Customer & Technical services reps! You can tell that brickhouse has outsourced their call center to a foreign country where these people can barely speak and understand English which makes it that much difficult! For example, I recently purchased gps's from a friend of mine which were transferred over to me by written consent and when the time came use them the activation took a pain staking WEEK and while speaking to SEVERAL Tech support reps day after day trying to trouble shoot. I would not get a courtesy call back except for one rep that did but he was no help as he could only tell me that my issue was "escalated" to "level 2". Having to explain my self EVERY single time to them about the SAME issue I couldn't help but to get irate and I am not that type of person. NOW I am dealing with another issue where I was to be upgraded Corporate platform and I escalated this issue to a Supervisor by the name of AJ which called me back once to just notify me that they where still working on it TWO DAY AGO! I wish I could speak to a real Tech service so he can tell me that it will done or just be straight with me and say it can't done. I hate runarounds or beat around the bush answers. SO DONE with brickhouse Tech support and customer services. No offense foreign call center you just weren't trained properly to deal with exceptional customer service representation that we normally get here in the States.

Review: I purchased a product from Brickhouse Security. The product did not work. I phoned in for Tech support. I spoke to their tech support on three different occasions. Even after following the instructions from tech support the product still did not work. I contacted them for return and they did not want to honor their money back guarantee, they made it very hard for me to return the product, I had to pay to ship it back to them, and then I had to follow up with them to see where the refund was. They said they issued a credit in the amount of $29.95. I paid over $100 for the product and paid for shipping it twice. The product was still in the box and I returned within 30 days. I was calling them to return it after 15 days but they made is difficult and fought me on returning it. I did however return before 3 days was up. This company is completely fraudulent and Revdex.com has them as A+ rating.Desired Settlement: I want a refund plus the shipping costs. this has cost me a lot of time hassling with them. I want a 100% refund plus shipping or I take them to court for damages.

Business

Response:

Hello [redacted] & [redacted] ,

We apologize if [redacted] felt that our agents were giving her a hard time in requesting the return. The item purchased is software which is listed in our return policy as a non-refundable item. Our representatives were only trying to adhere to the policy of our company, but we apologize if it was felt that they were fighting the issue. We will be looking further into how the situation was handled before an exception was granted for the return of the software.

A refund was already issued for the price of the device itself, which was $29.95. This amount was refunded back to the MasterCard used for the purchase on 8/**/13. We will gladly make an exception and refund the shipping costs on the order as well. Typically shipping costs are not refunded unless there is a delay in the shipping service purchased for the order. [redacted] paid $49.50 for 1 day shipping when the order was placed. A refund of $49.50 has been issued back to the credit card today, 8/**/13. It may take up to 2-5 days for [redacted] to see this credit clear and post to her account depending upon her bank’s policy.

[redacted] has now been refunded in full the $79.45 which she paid for her order, including the product and shipping costs.

Best regards,

Customer Service Manager

Review: Brickhouse security took over another GPS tracking service by the name of Securus (of which I was using for 15 months) early in March 2015. I have had issues with logging into my account (we were told all user names, passwords, and payments would be the same). Because of the transformation, Brickhouse was overwhelmed with customers calling for tech support on this transformation. I at first tried calling the first week of transformation and waiting on line trying to get through anywhere from a half hour up to and hour to where I just hung up. The next week, same issue, not being able to get through, but this time the had a call back, so I did that and did receive a call back. Unfortunately the tech had a very thick accent and it was very difficult understanding him. I explained my issue of not being able to log into the Brickhouse account, and that I don't have a PC at the moment but have been using my iPad for all my computer issues and had no problem with the other GPS Securus. After trial and error we were finally able to get me logged into my account....for one day...then I was not able to log in. Once again trying to call for tech support was impossible so I opted for the call back. The next tech informed me that my password I was using was incorrect. I did not change my password.....she then gave me the password they had on record. That worked ....for a day...now here I am again not being able to log into my account withe the recent password I was given or my original password. When I try on line to retrieve my password with my user name it tells me they have no record of said user name. Now once again I have been trying for the past hour plus to get through to Brickhouse tech support ( the call back is no longer an option) . This is a very important issue for me as this GPS is attached to an extremely valuable vehicle. I will probably got to a different company for yet another expensive GPS system because from what I am experiencing is probably what hundreds of other ex Securus customers are going through by the volume of calls that are tying up their phone linesDesired Settlement: I feel since I am not able to effectively use this product I should be reimbursed for the charges

Business

Response:

Hello [redacted] and [redacted],We sincerely apologize for the difficulties you have had in trying to reach our support team. The transition from Securus added over 10,000 customers to our platform and this did mean that despite our efforts to add additional staffing we did experience longer wait times on our phones than usual. The call volume and wait time has been decreasing and getting better every day as we move forward with this transition.Your password was reset by us on 3/** when you emailed us stating that you did not remember your username or password. This information has remained the same and active since the [redacted] Your username is your email address, "[redacted]", and the password was reset to [redacted] and is case sensitive. The log-in information is currently active and we tested it to confirm it is working. We can definitely offer to extend your service to compensate for the issues you were having, but we cannot issue any refund as we have not billed you for any service. Your next bill date for when our company was supposed to begin billing you for service was 4/*/15. We are adding 1 month of free service to compensate you and your next bill date has been updated to 5/*/15. Best regards,[redacted]

Consumer

Response:

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 resolved. I 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,

Review: On June *, 2011 I purchased a Brickhouse Security Covert USB Recorder 8GB from [redacted]. I received the unit on Mon, Jun **, 2011 and found it did not function and I reported the issue to skymall on June **, 2011 requesting a RETURN LABEL. My job requires me to travel nationally and internationally weekly and am often gone for periods of 6 days to a month. During this time I was caught in a cycle that required intense travel along with 12-14 hour days. After two months, I'd not heard anything. I contacted skymall's customer service and was told the Return Merchandise Authorization (RMA) needed to be handled through Brickhouse. I have called Brickhouse multiple times and left voice mail messages without any response. Unfortunately, I was forced to purchase a digital recorder from a big box store and now have no need for the non-functional Brickhouse Security unit. I will return it, but I would like a full refund from Brickhouse. All I want is satisfaction and though time has passed, the principle remains the same.Desired Settlement: Full refund including shipping costs.

Business

Response:

Hello [redacted] and [redacted],

Review: I bought [2] hidden cameras and had to ask why they wouldn't work. They came back and told me I had to purchase micro SD cards. I was NOT told ahead of time that I had to buy more equipment. I am a senior citizen.I tried to phone the return department but was put on hold for 45 minutes. I went on the web site and it states you need a RMA sticker to return the merchandise.Desired Settlement: I would like the $199.90 that I paid in full and I want them to pay to have the merchandise returned to them

Business

Response:

Hello [redacted] and [redacted],

We sincerely apologize for any confusion with the device. While we do state on the product page on our site that the item does not come included with the SD card, we apologize if this was not clear to you.

We will gladly issue a return for the two items. I'm sorry you fealt that you had to go through the Better Business Buraue for a return. You are actually completely within our eligible return period still.

We have issued a RMA (return merchandise authorization) for the two Black Box Micro Hidden Cameras to be returned for a full refund. You will be receiving two emails in regards to this return. The first will include your assigned RMA number and all instructions for the return. The second email will come from UPS and include a pre-paid return shipping label which you may print out and use to send the items back. Once your return is received, a refund will be issued back to the card used for the purchase within 5 business days.

Best regards,