Mr*** *** contacted our sales agent ** *** and emailed him paperwork 10/28/Mr*** signed the contract via DocuSign on 10/28/and we installed 10/31/
Mr*** was adamant to get his alarm installed right on his closing date. On the day he
closed we were at this home to do the installation which was 10/31-14. On 10/Mr*** signed a month agreement with BSG for zero down and 39.95/month. His hour right to cancel ended on 10/30/14, which he signed that he understood the cancellation policy
Monday November 3rd he called the office and *** took a message from him *** only spoke to Mr*** on one occasion, and that was his initial phone call to cancel the service after it had been activated*** ***, our Sales Manager, advised him that his sales rep would give him a call back to let him know what options he had available.
** contacted Mr*** on 11/3/and Mr*** told him that he wanted to cancel and go a different direction** pressed Mr*** as to why he wanted to cancel and he would not give him any further reason for cancelling. ** explained to Mr*** that he had signed a month agreement and that he had also initialed off on the hour right of cancellation which had expired on 10/31/14. ** told him that we had already installed the system and he was in an agreement.
Mr*** said that he could not believe that ** was not going to let him out of his contract and that he wanted to speak with a manager
*** called Mr*** and asked why he wanted to cancel and he said that his system had beeped twice on Sunday 11/2/and he said that the system was not working. It was
explained to Mr*** that due to daylight savings time the systems had pushed through an update and had caused the system to beep, and all he had to do was press ** and the system would reset itself He was told that the system is a computer and it does require periodic update, and the system may beep during the updating. He said that he wanted out of his contract. He was told again about the 72 hour right to cancel and that that time had expiredI told him that we had not charged him anything upfront for the installation and he said it was already
installed in the home and that the installer did not put anything else in the home. I explained to him that we did install a GSM and we installed that for free He told me that that was ridiculous and he wanted to report BSG. I explained to him he was free to do whatever he felt like he needed to do. He then
asked what would happen if he did not continue to pay. I explained to him that his account would most likely go to collections. He told me that that was not going to happen and he would contact his attorney, then hung up the phone on ***
This was the last we heard from him prior to this Revdex.com Notice We followed all rules and regulations, followed the terms of the agreement in which he signed off on, and we have tried our best to make him a happy customer We feel that he is simply trying to get out of his contract to go with another company that may have offered him something different, because that is what initially said to ** ***...and now he is changing his story to try to get out of the contract by bashing our company
Revdex.com,
I am sorry that Mr*** does not agree with the terms of the agreement he signed And no we are not in financial trouble as Mr*** eluded to in his email We would be in financial trouble if we simply allowed customers to back out of their binding contracts without paying for all expenses we have incurred during the sales/installation process We had to pay a sales rep for the sale of his system, an installer for the installation and set up of his system, and for the additional equipment that was installed in his home This all adds up to several hundred dollars
Couple of things in regards to Mr***'s email:
I believe Mr*** is getting the terms "upgraded display control panel" confused with what was on the contract Per the contract we did upgrade his system to a GE/Interlogix panel (panel is NOT the same thing as a keypad, which after reading Mr***'s response I believe he is assuming that is what it is Control panel is the "brains" of the system, the control panel goes inside that box inside the closet in that gray box.)
We do have new yard signs and window decals in stock now, as we were transitioning to new logo during this period and had run out of the old style ones
System was fully tested and we have signals at our central station confirming this
We didn't install any "motion sensors in the garage" as Mr*** is referring to in his email
When Mr*** called in, we told him how to enter his code to clear the Daylight Savings Time alert that he experienced My apologies that our installer did not realize Daylight Savings Time was coming up This is a very simple alert to clear and not a reason to cancel a contract This would be like you buying a car and wanting to take it back because of a low tire pressure alert coming up on the display, simply the system doing it's job There were not 'error codes' on the keypad as he referenced, because there was nothing wrong with the system
We are not trying to "strong arm" Mr*** We will gladly let him out of his contract if he reimburses us all our expenses that we have incurred We have done nothing wrong and have still not seen a legitimate reason to release him from his contract We have incurred hundreds of dollars in expenses and we still feel that Mr*** is still trying to say and do whatever he can to simply get out of the contract, because he had someone come and offer him a "better deal" after our installation (This is initially what he inferred to our sales rep when he originally tried to cancel.) We went above and beyond to accommodate Mr***'s request to have his system installed on his closing date, in which we did for them
Mr*** was extremely rude and disrespectful to our staff, and even hung up on them We have never been disrespectful or rude to him, and have always simply stated the facts
So if I am reviewing all of Mr***'s issues stated, he really has no grounds to cancel
-
Upgraded "display" control panel - contract states "swap Honeywell for GE Panel" - WE DID THIS AND THE EXPLANATION IS ABOVE AS TO WHERE MR*** MAY BE CONFUSED
-
"Garage Motion Sensor" -
I am not showing we ever installed a motion in garage, as we normally would not recommend this Maybe he is confusing with something else?
-
"Erratic beeping of keypad" - This was alert for DST change To clear this the customer simply had to press the * key
-
"Customer Service" - we accommodated customer on his demand to have his system installed on his closing date The next time we hear from him, after the weekend, he was trying to cancel the alarm and our staff told him of the terms of the contract and then he hung up on our Sales Manager Not sure where our "customer service" was lacking here?
If Mr*** wants us to remove the additional equipment that we installed, and pay a $cancellation fee (which will still not cover all the expenses we have incurred), then we will release him from his contract If he decides to stay on board with us, then we will have new yard sign and window decals installed for him ASAP I would ask that Mr*** lets us know what he wants to do through this Revdex.com email so that there can be documentation of his response
I would also like to ask that Mr*** refrain from "slandering" our very good reputation We take great pride in following all rules and regulations, and we also take great pride in providing great customer service with all our customers We have several thousand very satisfied customers, and very few complaints
C
Dimmers or Switches for lighting control at exterior of home
$
EA
$
$1,
Complaint: ***
I am rejecting this response because:
I cannot believe I'm still dealing with this company and its nameless customer service repsThat alone should be an indication to stay far away lest you become trapped in this same situationIf the person who is anonymously writing the responses thinks that they are helping their employer they are deluding themselvesThey are making the situation far worsePeople don't complain about quality serviceThey complain when service is deficient, as in this case
This isn't about who can best the otherIt is about a dissatisfied customer who chooses to take their business elsewhere because they see that the company they have hired to perform security services cannot perform to the customary and reasonable level that should be expectedThe contract is designed to protect BSG in that you have secured me without having to do anythingIt doesn't protect me or ensure that I will receive proper competent serviceThat would be too difficultThen you would have to compete and actually retain customers by making sure they were truly happyCompetitive pricing, updated equipment, real customer supportWhy do you need such a binding contract anyway? Unless you cannot keep customers happy I supposeIf your salespeople were upfront and honest and your installers were doing the job expected and customer service actually provided "service" you would have nothing to worry about
What other industry does this day or die contract without having a clause that the business must perform to acceptable thresholdsIt would be different if you were hired by me to install the entire system including wiring the whole house and providing all of the equipmentYou did notI bought the house from another ownerEssentially I paid for the wiring costs as they were considered as a part of the houseYou simply installed a simple device or two in a box in the wallDon't over inflate what work actually occurred
I am not an industry insiderI am not an electricianWhen a salesperson says they are changing the outdated panel with an updated panel, I am naturally led to believe that I was to receive a more modern display panelThe type I have seen everywhere, both in homes as well as businessesThe thermostats in my house are touch display typeWhy would I think anything else?! No other security service even offers anything else, that is, except BSGThey are still using up outdated and old inventory keypad type of panelsWas I wrong to think this or was this an honest expectation error? As I said I was m-o-v-i-n-g
As far as the "several hundred dollars" is concerned, I advised that they could come and take the equipment backThat is for a situation such as thisIts only a cellular communication deviceThe house was pre-wired and all contacts and motions were already in placeThe installer wasn't there that long so I cant imagine it being that much of an investmentThat's the cost of doing businessNot to mention that they did not leave the cellular communication device or panel that was in there originally
Now, finally they have a reason for not putting up a yard sign and window stickersGive me a breakThe damage is doneThe installer did not say that new signs were coming out and that he would be back with themHe simply leftI am not clairvoyantI cannot read your mind
You may be receiving a signal of some sort coming to your central station but I can guarantee that your installer did not fully test the system because the garage motion detector - preinstalled originally - was missed by himWhat were the extra wires that are in the box for? Why didn't he ask? Never did I state in previous emails that BSG installed a motion detector in the garageI wish this responder would stay on track and read the response I tediously wrote
I never stated that I am canceling the contract simply because of the DST alertThis is another inflammatory means to dismiss the content of my complaintThe ineptitude of BSG is cumulativeFurther it is inflammatory to state that it is similar to the car being returned, etcI would ask the responder to try to not belittle their customer with inaccurate and inflammatory statementsIt only serves to make them look bad and further confirm the lack of true customer service
If strong-arm is not the correct term then what do you call this situation? This is the first I am hearing of a release from the contractOf course they want moneyI expected that
To reiterate; I asked to be released from the contract for multiple justified reasonsThe muddy water stirred by the responder doesn't change thatI did indeed hang up on the service person but did so in response to her comment to meI asked who I could complain to regarding the situationI was trying to get a government agency or superior who could assist but what I got was the statement "I don't care who you complain tooYou can call the Revdex.com for all I care." That was enough for meAfter a few comments back and forth, I did indeed hang up on her - for causeShe leaves all of that outI obviously followed up on her response and here we are today.
BSG's response to the erratic beeping from the panel was written to imply that it was so simple to fix “simply had to press the * key”If that was so simple why didn’t your tech advise of it? Its one of those things where its so simple if you know this information
As far as the continued mentioning that I required the system be installed “on his closing date” is fabricatedIf that were true it would have been installed on the 30th - my closing date, not the 31st
Finally I find it curious that the responder stated "I am not showing we ever installed a motion in garage, as we normally would not recommend this" She follows that up with; "Maybe he is confusing with something else"As I said before, try not to belittle your customersIt makes you look bad
I found it interesting yet ultimately not surprising that that the responder couldn't find anything regarding the garage motion detector because they were the ones who did install itThe builder MI Homes told me thisWhen the house was built only a year or so ago
When I asked Mr*** ***, MI Homes district sales manager, and My *** ***, MI Homes construction supervisor, who installed the security system and wiring I was told BSGThat is why I reached out to them firstIncompetence abounds
Slandering to some, Reviewing to anotherI am not nearly doneDon't kid yourself, your reputation isn't what you think it is, there are othersThis business is exactly what I said before, ravenousIts inherent in the security services industry in San Antonio
To resolve this BSG should remove their newly installed cellular unit & panelDiscontinue monitoring my homeReturn the cellular unit and panel that I had originally and lose my numberAs far as a $cancellation fee, they aren't the only ones whose time is money, my time has been wasted here as wellThere will be no money exchanged for this problem to be resolved
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: I have not yet met with them, and do not know if my problem has been resolved or not. We have an appointment to meet on August 9, 2017. I will wait to see if they resolve my complaints at that point.
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.
Dear Sirs, I had filed a complaint in 11/2014 against Builders Security Group. The company and I have agreed to conclude the issue. The terms are that I must either have the complaint pulled from the Revdex.com or if that cannot be done then I have agreed to state that “an agreement between the parties has been reached to the satisfaction of both parties” shall be posted so that it is reflected for the record. As the complaint is currently closed how do I proceed to accomplish this? 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.
I would like to mentioned that I spoke with Mr. [redacted] who is the VP for this company and he was EXTREMELY apologetic. I appreciate his willingness to speak with me and listen to my concerns. He has changed my view of this company from a negative to a positive. I would consider using this company again in the future.
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.
Regards,
[redacted]
Complaint: [redacted]
Dear Ms. [redacted], Thank you for the assistance you have provided and for allowing me to respond. I'm not quite sure what to say to the BSG reply as some of it is true and most of it is complete fabrication to the point that I think they are confusing my circumstance with another unhappy customers situation. I am feeling like it happens to them often. Rather than go through the entire reply and waste more of my time trying to detail a horrible experience let me try a different route. To be as brief as possible, BSG did not provide an upgraded display control panel as promised by the contract and verbally promised by VJ Villareal during our initial phone conversation. I was not home the day of the install, my wife was present and was unaware of the details of the agreement. Yard signage was not provided either. Also missing was the placement of window and door decals throughout the property. These stickers are essential, especially in the rear and sides of the home. Further, the installer did not fully test the system because if he did he would have discovered that a garage motion sensor was not functioning properly. The unit was erratically beeping at night probably, as stated by the company, because of a daylight savings time change but why didn't the installer advise of this so we would know what was going on and so we could correct the situation. DST was the next day - the day we moved in. There were no error codes and he advised my wife of nothing. Finally, customer service. What can I say. The worst experience I have ever encountered regarding any business dealings. While I do not dispute the time line of events, particularly when the contract was signed and the elapsing of the 3 day time limit, I remain stunned by the desire of BSG to strong-arm a dissatisfied customer into remaining with their company irrespective of the 3 day cancellation clause. We were m-o-v-i-n-g. There were a lot of things being juggled at that time. Had I contacted them a week later I could understand but the initial issues with the installation had drawn concerns and I did not want to continue with them as I had lost confidence in their ability to provide security services. There was no way to assess whether they had performed as per the contract until after I had moved in to utilize and see the system. Any contract is purely an agreement between 2 parties. It is not carved in stone. Whether the 3 day time frame had elapsed or not is only a formality. Most businesses recognize after hours work (the contract was electronically signed at 7pm Tuesday) as next business day which would have made Monday the last day to cancel which I did meet by emailing on Sunday and calling on Monday. That is the nuts and bolts of it. Essentially BSG did not meet their obligations under the contract and therefore it is null and void. The 3 day cancellation clause that BSG is wrapping around my neck also does not apply. How can BSG not be held to the terms of the contract but I must. Its ludicrous. I have convinced others to look elsewhere for security services and will continue to do so. My daughter is building a new house and asked who I used for security. I redirected her and told her to be careful before signing anything with anyone. Security companies are ravenous. The only time I have ever witnessed this type of behavior from a business is when that business is struggling. I advised MI Homes of the behavior of BSG and I have filed a formal complaint with the Texas Department of Public Safety, Private Security Bureau.
Regards,
[redacted]
I am so sorry to hear that this customer is not happy. We always go above and beyond to take care of our customers.We have sent out a couple of techs to this home, and a supervisor. I met with the Supervisor today regarding this, and he says that all the systems are responding within the...
normal time frames. Anywhere the customer decides to go for security, they will experience a few second delay due to signal traveling through servers/monitoring stations/etc. This is standard delay that the customer is experiencing, and it is only a matter of seconds before customer was being alerted on their phone.Although I do believe the customer's system is fully functioning and working correctly, we will release the customer from their contract if they contact [redacted] at [redacted] and schedule a time for us to go out and remove the system. We cannot give any credits or refunds on the account, but will release them from the remaining balance of the contract.Thank you, [redacted]President & CEO
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. As of 25 April 2017, the system has been removed from my residence.
Regards,
[redacted]
Mr. / Mrs. [redacted],We have received your complaint from the Revdex.com. We completely understand your situation and we know that there are many factors that cause us to have to move from time to time. We unfortunately do not have a branch in the Houston area at this time. We do have...
significant costs involved when signing up new customers, thus we have customers commit to monitoring agreements (as do most, if not all security companies). With that being said, we would be willing to lower the buyout to the outstanding balance on your account, which is $129.75, which includes September's services (so effectively lowering your notice to 30 days). Please call our offices at [redacted] and ask for [redacted] or [redacted] if you would like to proceed with this. Note we will also need something from you in writing to cancel services, as we require that on all customers for security purposes.Thank you and we wish you and your family the best in your move to Houston.BSG Team
Mr*** *** contacted our sales agent ** *** and emailed him paperwork 10/28/Mr*** signed the contract via DocuSign on 10/28/and we installed 10/31/
Mr*** was adamant to get his alarm installed right on his closing date. On the day he
closed we were at this home to do the installation which was 10/31-14. On 10/Mr*** signed a month agreement with BSG for zero down and 39.95/month. His hour right to cancel ended on 10/30/14, which he signed that he understood the cancellation policy
Monday November 3rd he called the office and *** took a message from him *** only spoke to Mr*** on one occasion, and that was his initial phone call to cancel the service after it had been activated*** ***, our Sales Manager, advised him that his sales rep would give him a call back to let him know what options he had available.
** contacted Mr*** on 11/3/and Mr*** told him that he wanted to cancel and go a different direction** pressed Mr*** as to why he wanted to cancel and he would not give him any further reason for cancelling. ** explained to Mr*** that he had signed a month agreement and that he had also initialed off on the hour right of cancellation which had expired on 10/31/14. ** told him that we had already installed the system and he was in an agreement.
Mr*** said that he could not believe that ** was not going to let him out of his contract and that he wanted to speak with a manager
*** called Mr*** and asked why he wanted to cancel and he said that his system had beeped twice on Sunday 11/2/and he said that the system was not working. It was
explained to Mr*** that due to daylight savings time the systems had pushed through an update and had caused the system to beep, and all he had to do was press ** and the system would reset itself He was told that the system is a computer and it does require periodic update, and the system may beep during the updating. He said that he wanted out of his contract. He was told again about the 72 hour right to cancel and that that time had expiredI told him that we had not charged him anything upfront for the installation and he said it was already
installed in the home and that the installer did not put anything else in the home. I explained to him that we did install a GSM and we installed that for free He told me that that was ridiculous and he wanted to report BSG. I explained to him he was free to do whatever he felt like he needed to do. He then
asked what would happen if he did not continue to pay. I explained to him that his account would most likely go to collections. He told me that that was not going to happen and he would contact his attorney, then hung up the phone on ***
This was the last we heard from him prior to this Revdex.com Notice We followed all rules and regulations, followed the terms of the agreement in which he signed off on, and we have tried our best to make him a happy customer We feel that he is simply trying to get out of his contract to go with another company that may have offered him something different, because that is what initially said to ** ***...and now he is changing his story to try to get out of the contract by bashing our company
Revdex.com,
I am sorry that Mr*** does not agree with the terms of the agreement he signed And no we are not in financial trouble as Mr*** eluded to in his email We would be in financial trouble if we simply allowed customers to back out of their binding contracts without paying for all expenses we have incurred during the sales/installation process We had to pay a sales rep for the sale of his system, an installer for the installation and set up of his system, and for the additional equipment that was installed in his home This all adds up to several hundred dollars
Couple of things in regards to Mr***'s email:
I believe Mr*** is getting the terms "upgraded display control panel" confused with what was on the contract Per the contract we did upgrade his system to a GE/Interlogix panel (panel is NOT the same thing as a keypad, which after reading Mr***'s response I believe he is assuming that is what it is Control panel is the "brains" of the system, the control panel goes inside that box inside the closet in that gray box.)
We do have new yard signs and window decals in stock now, as we were transitioning to new logo during this period and had run out of the old style ones
System was fully tested and we have signals at our central station confirming this
We didn't install any "motion sensors in the garage" as Mr*** is referring to in his email
When Mr*** called in, we told him how to enter his code to clear the Daylight Savings Time alert that he experienced My apologies that our installer did not realize Daylight Savings Time was coming up This is a very simple alert to clear and not a reason to cancel a contract This would be like you buying a car and wanting to take it back because of a low tire pressure alert coming up on the display, simply the system doing it's job There were not 'error codes' on the keypad as he referenced, because there was nothing wrong with the system
We are not trying to "strong arm" Mr*** We will gladly let him out of his contract if he reimburses us all our expenses that we have incurred We have done nothing wrong and have still not seen a legitimate reason to release him from his contract We have incurred hundreds of dollars in expenses and we still feel that Mr*** is still trying to say and do whatever he can to simply get out of the contract, because he had someone come and offer him a "better deal" after our installation (This is initially what he inferred to our sales rep when he originally tried to cancel.) We went above and beyond to accommodate Mr***'s request to have his system installed on his closing date, in which we did for them
Mr*** was extremely rude and disrespectful to our staff, and even hung up on them We have never been disrespectful or rude to him, and have always simply stated the facts
So if I am reviewing all of Mr***'s issues stated, he really has no grounds to cancel
-
Upgraded "display" control panel - contract states "swap Honeywell for GE Panel" - WE DID THIS AND THE EXPLANATION IS ABOVE AS TO WHERE MR*** MAY BE CONFUSED
-
"Garage Motion Sensor" -
I am not showing we ever installed a motion in garage, as we normally would not recommend this Maybe he is confusing with something else?
-
"Erratic beeping of keypad" - This was alert for DST change To clear this the customer simply had to press the * key
-
"Customer Service" - we accommodated customer on his demand to have his system installed on his closing date The next time we hear from him, after the weekend, he was trying to cancel the alarm and our staff told him of the terms of the contract and then he hung up on our Sales Manager Not sure where our "customer service" was lacking here?
If Mr*** wants us to remove the additional equipment that we installed, and pay a $cancellation fee (which will still not cover all the expenses we have incurred), then we will release him from his contract If he decides to stay on board with us, then we will have new yard sign and window decals installed for him ASAP I would ask that Mr*** lets us know what he wants to do through this Revdex.com email so that there can be documentation of his response
I would also like to ask that Mr*** refrain from "slandering" our very good reputation We take great pride in following all rules and regulations, and we also take great pride in providing great customer service with all our customers We have several thousand very satisfied customers, and very few complaints
C
Dimmers or Switches for lighting control at exterior of home
$
EA
$
$1,
Complaint: ***
I am rejecting this response because:
I cannot believe I'm still dealing with this company and its nameless customer service repsThat alone should be an indication to stay far away lest you become trapped in this same situationIf the person who is anonymously writing the responses thinks that they are helping their employer they are deluding themselvesThey are making the situation far worsePeople don't complain about quality serviceThey complain when service is deficient, as in this case
This isn't about who can best the otherIt is about a dissatisfied customer who chooses to take their business elsewhere because they see that the company they have hired to perform security services cannot perform to the customary and reasonable level that should be expectedThe contract is designed to protect BSG in that you have secured me without having to do anythingIt doesn't protect me or ensure that I will receive proper competent serviceThat would be too difficultThen you would have to compete and actually retain customers by making sure they were truly happyCompetitive pricing, updated equipment, real customer supportWhy do you need such a binding contract anyway? Unless you cannot keep customers happy I supposeIf your salespeople were upfront and honest and your installers were doing the job expected and customer service actually provided "service" you would have nothing to worry about
What other industry does this day or die contract without having a clause that the business must perform to acceptable thresholdsIt would be different if you were hired by me to install the entire system including wiring the whole house and providing all of the equipmentYou did notI bought the house from another ownerEssentially I paid for the wiring costs as they were considered as a part of the houseYou simply installed a simple device or two in a box in the wallDon't over inflate what work actually occurred
I am not an industry insiderI am not an electricianWhen a salesperson says they are changing the outdated panel with an updated panel, I am naturally led to believe that I was to receive a more modern display panelThe type I have seen everywhere, both in homes as well as businessesThe thermostats in my house are touch display typeWhy would I think anything else?! No other security service even offers anything else, that is, except BSGThey are still using up outdated and old inventory keypad type of panelsWas I wrong to think this or was this an honest expectation error? As I said I was m-o-v-i-n-g
As far as the "several hundred dollars" is concerned, I advised that they could come and take the equipment backThat is for a situation such as thisIts only a cellular communication deviceThe house was pre-wired and all contacts and motions were already in placeThe installer wasn't there that long so I cant imagine it being that much of an investmentThat's the cost of doing businessNot to mention that they did not leave the cellular communication device or panel that was in there originally
Now, finally they have a reason for not putting up a yard sign and window stickersGive me a breakThe damage is doneThe installer did not say that new signs were coming out and that he would be back with themHe simply leftI am not clairvoyantI cannot read your mind
You may be receiving a signal of some sort coming to your central station but I can guarantee that your installer did not fully test the system because the garage motion detector - preinstalled originally - was missed by himWhat were the extra wires that are in the box for? Why didn't he ask? Never did I state in previous emails that BSG installed a motion detector in the garageI wish this responder would stay on track and read the response I tediously wrote
I never stated that I am canceling the contract simply because of the DST alertThis is another inflammatory means to dismiss the content of my complaintThe ineptitude of BSG is cumulativeFurther it is inflammatory to state that it is similar to the car being returned, etcI would ask the responder to try to not belittle their customer with inaccurate and inflammatory statementsIt only serves to make them look bad and further confirm the lack of true customer service
If strong-arm is not the correct term then what do you call this situation? This is the first I am hearing of a release from the contractOf course they want moneyI expected that
To reiterate; I asked to be released from the contract for multiple justified reasonsThe muddy water stirred by the responder doesn't change thatI did indeed hang up on the service person but did so in response to her comment to meI asked who I could complain to regarding the situationI was trying to get a government agency or superior who could assist but what I got was the statement "I don't care who you complain tooYou can call the Revdex.com for all I care." That was enough for meAfter a few comments back and forth, I did indeed hang up on her - for causeShe leaves all of that outI obviously followed up on her response and here we are today.
BSG's response to the erratic beeping from the panel was written to imply that it was so simple to fix “simply had to press the * key”If that was so simple why didn’t your tech advise of it? Its one of those things where its so simple if you know this information
As far as the continued mentioning that I required the system be installed “on his closing date” is fabricatedIf that were true it would have been installed on the 30th - my closing date, not the 31st
Finally I find it curious that the responder stated "I am not showing we ever installed a motion in garage, as we normally would not recommend this" She follows that up with; "Maybe he is confusing with something else"As I said before, try not to belittle your customersIt makes you look bad
I found it interesting yet ultimately not surprising that that the responder couldn't find anything regarding the garage motion detector because they were the ones who did install itThe builder MI Homes told me thisWhen the house was built only a year or so ago
When I asked Mr*** ***, MI Homes district sales manager, and My *** ***, MI Homes construction supervisor, who installed the security system and wiring I was told BSGThat is why I reached out to them firstIncompetence abounds
Slandering to some, Reviewing to anotherI am not nearly doneDon't kid yourself, your reputation isn't what you think it is, there are othersThis business is exactly what I said before, ravenousIts inherent in the security services industry in San Antonio
To resolve this BSG should remove their newly installed cellular unit & panelDiscontinue monitoring my homeReturn the cellular unit and panel that I had originally and lose my numberAs far as a $cancellation fee, they aren't the only ones whose time is money, my time has been wasted here as wellThere will be no money exchanged for this problem to be resolved
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: I have not yet met with them, and do not know if my problem has been resolved or not. We have an appointment to meet on August 9, 2017. I will wait to see if they resolve my complaints at that point.
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.
Dear Sirs, I had filed a complaint in 11/2014 against Builders Security Group. The company and I have agreed to conclude the issue. The terms are that I must either have the complaint pulled from the Revdex.com or if that cannot be done then I have agreed to state that “an agreement between the parties has been reached to the satisfaction of both parties” shall be posted so that it is reflected for the record. As the complaint is currently closed how do I proceed to accomplish this? 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.
I would like to mentioned that I spoke with Mr. [redacted] who is the VP for this company and he was EXTREMELY apologetic. I appreciate his willingness to speak with me and listen to my concerns. He has changed my view of this company from a negative to a positive. I would consider using this company again in the future.
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.
Regards,
[redacted]
Complaint: [redacted]
Dear Ms. [redacted], Thank you for the assistance you have provided and for allowing me to respond. I'm not quite sure what to say to the BSG reply as some of it is true and most of it is complete fabrication to the point that I think they are confusing my circumstance with another unhappy customers situation. I am feeling like it happens to them often. Rather than go through the entire reply and waste more of my time trying to detail a horrible experience let me try a different route. To be as brief as possible, BSG did not provide an upgraded display control panel as promised by the contract and verbally promised by VJ Villareal during our initial phone conversation. I was not home the day of the install, my wife was present and was unaware of the details of the agreement. Yard signage was not provided either. Also missing was the placement of window and door decals throughout the property. These stickers are essential, especially in the rear and sides of the home. Further, the installer did not fully test the system because if he did he would have discovered that a garage motion sensor was not functioning properly. The unit was erratically beeping at night probably, as stated by the company, because of a daylight savings time change but why didn't the installer advise of this so we would know what was going on and so we could correct the situation. DST was the next day - the day we moved in. There were no error codes and he advised my wife of nothing. Finally, customer service. What can I say. The worst experience I have ever encountered regarding any business dealings. While I do not dispute the time line of events, particularly when the contract was signed and the elapsing of the 3 day time limit, I remain stunned by the desire of BSG to strong-arm a dissatisfied customer into remaining with their company irrespective of the 3 day cancellation clause. We were m-o-v-i-n-g. There were a lot of things being juggled at that time. Had I contacted them a week later I could understand but the initial issues with the installation had drawn concerns and I did not want to continue with them as I had lost confidence in their ability to provide security services. There was no way to assess whether they had performed as per the contract until after I had moved in to utilize and see the system. Any contract is purely an agreement between 2 parties. It is not carved in stone. Whether the 3 day time frame had elapsed or not is only a formality. Most businesses recognize after hours work (the contract was electronically signed at 7pm Tuesday) as next business day which would have made Monday the last day to cancel which I did meet by emailing on Sunday and calling on Monday. That is the nuts and bolts of it. Essentially BSG did not meet their obligations under the contract and therefore it is null and void. The 3 day cancellation clause that BSG is wrapping around my neck also does not apply. How can BSG not be held to the terms of the contract but I must. Its ludicrous. I have convinced others to look elsewhere for security services and will continue to do so. My daughter is building a new house and asked who I used for security. I redirected her and told her to be careful before signing anything with anyone. Security companies are ravenous. The only time I have ever witnessed this type of behavior from a business is when that business is struggling. I advised MI Homes of the behavior of BSG and I have filed a formal complaint with the Texas Department of Public Safety, Private Security Bureau.
Regards,
[redacted]
I am so sorry to hear that this customer is not happy. We always go above and beyond to take care of our customers.We have sent out a couple of techs to this home, and a supervisor. I met with the Supervisor today regarding this, and he says that all the systems are responding within the...
normal time frames. Anywhere the customer decides to go for security, they will experience a few second delay due to signal traveling through servers/monitoring stations/etc. This is standard delay that the customer is experiencing, and it is only a matter of seconds before customer was being alerted on their phone.Although I do believe the customer's system is fully functioning and working correctly, we will release the customer from their contract if they contact [redacted] at [redacted] and schedule a time for us to go out and remove the system. We cannot give any credits or refunds on the account, but will release them from the remaining balance of the contract.Thank you, [redacted]President & CEO
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. As of 25 April 2017, the system has been removed from my residence.
Regards,
[redacted]
Mr. / Mrs. [redacted],We have received your complaint from the Revdex.com. We completely understand your situation and we know that there are many factors that cause us to have to move from time to time. We unfortunately do not have a branch in the Houston area at this time. We do have...
significant costs involved when signing up new customers, thus we have customers commit to monitoring agreements (as do most, if not all security companies). With that being said, we would be willing to lower the buyout to the outstanding balance on your account, which is $129.75, which includes September's services (so effectively lowering your notice to 30 days). Please call our offices at [redacted] and ask for [redacted] or [redacted] if you would like to proceed with this. Note we will also need something from you in writing to cancel services, as we require that on all customers for security purposes.Thank you and we wish you and your family the best in your move to Houston.BSG Team