Builder Systems Group

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 April 2017, the system has been removed from my residence Regards, [redacted]

Mr [redacted] , Thank you for the details regarding your complaint Legally we require a notice in writing to cancel the services We cannot cancel without this, or else we could be held liable if something were to happen So please email us your signed notice to cancel and put the date you would like to cancel on it as well You can email it to [email protected] hate to see you leave as a valued customer, and if you would like to explore the many automation / security options we are now offering, then let us know at that same email address We do see that you have still been using the security system, and know how important it is to have that peace of mind.Once we receive your email, we will proceed with removing your account from the collection agency.Thank you for being a valued customer of BSG.If you should have any further concerns, do not hesitate to contact us at ###-###-####BSG Team

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 apologeticI appreciate his willingness to speak with me and listen to my concernsHe has changed my view of this company from a negative to a positiveI would consider using this company again in the future Regards, [redacted]

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, I will wait to see if they resolve my complaints at that point 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
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 *** *** at *** 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, *** ***President & CEO

Complaint: ***
I am rejecting this response because: While I appreciate the efforts to refund the money, I am not happy with the business practicesWhen I called upset wanting to speak with a manager about my situation NONE were available to speak withI am asking again to have the equipment removed from my home and our contract terminatedWhile *** was EXTREMELY helpful, NO ONE from your company contacted me during this process to explain why it was taking so longI had to initiate the call every timeThe only time I received a call was when *** called my boyfriend stating that they would need to issue a check versus an electronic refundNot to mention that MY account is the account that the funds were taken out of, however I was told that due to my boyfriend being the only person listed on the account in their system the so called "refund check" had to be issued in his name, even though my account was the one listed for the ACH paymentsOnce *** pulled my physical contract she was able to locate that my name was ALSO listed on the contract and added it to the system (after the check was cut)I kindly ask to terminate my contract as I do not feel the company has abided by their contract and did not handled my situation properlyWhen a customer is over charged it would seem that you should reach out to express your apologies or send some type of correspondence explaining the issue that your company encountered, because I know that I was not the only person who encountered this issue
Regards,
*** ***

We have spoken to customer again, and we have reached an agreement to remove equipment and release them from their contract

I am sorry for the delays you have experienced We did not do this intentionally, we were in the middle of a massive transition to a new ERP system to run the entire company, which put us further behind than we thought it would I followed up with my accounting manager and below is a
detailed response that I have copied and pasted below:---------------This customer has been taken care ofHer check was mailed out to her, and *** took the check to the post office on 6/22/ It should be there any day now.It did take a little bit of time to refund her due to not having access to the full accounting system during the transition to ConnectWise Her agreement was set up incorrectly in ConnectWise, which was what caused the free months to be missed, that has been corrected and we gave her another month for freeI tried refunding her by CC several times but the original card we withdrew from was compromised, and the 2nd card she provided to us, the credit card processors were not able to refund since it wasn’t the original method of payment. *** kept an open line of communication with her while we were trying to process the CC refund and that’s when she told her it needed to be by check… which was done that day. ----------------- I hope this clears this all up, and I do sincerely apologize for the delay If you have not received the check by 7/5/contact Jennifer Morales and we will issue a stop payment on that check, and issue a new one immediately. Sincerely, *** ***President & CEO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I would like to include that despite my initial complaint against this company they contacted me immediately and we were able to
come to a resolutionTheir professional conduct was very much appreciated.Can you please send me a copy of the closed complaintThank you
Regards,
*** ***

We take all customers' concerns very seriously, and always want to make our customers as happy as possibleWe are very clear on our contracts as to the terms of the agreement, and have customers not only sign off on the agreement, but also have them initial next to the terms of the agreement in
multiple locationsJust like all major alarm companies, we have to have term agreements because we do invest a lot of money into setting up customers accounts, for very little money up frontSo in order to stay in business, we have to have customers fulfill their commitmentIf we let every customer out of their contracts, prior to the terms being fulfilled, we would be out of business, and I hope that most customers realize thisWe offer very fair, very competitive monitoring programs / rates, that meet or beat almost all of our competition(And they all have monitoring contracts as well, and hold customers to their agreements for the entire termWe offer buyout programs to ours that are better than most of our competition.) We have all the history on this account, and show that we have responded to every alarm that has not been immediately cancelled by the customer turning off the alarm quicklyWe are not the Police Department, and we cannot make them respond any quicker than they do, so I would recommend that you contact your local police department to make a complaint to them to see if there is anything that can be done on their part to respond quickerAs always, we are always here to go above and beyond for our thousands of loyal customers

We have spoken with the homeowner and apologized for our rep not fully listening to what she was stating We understand her request now, and are having a rep meet with her on 8/9/ We will make sure the customer is happy We will get this taken care of, as customers always come
first with us!

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]

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.
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]

Mr. [redacted], Thank you for the details regarding your complaint.  Legally we require a notice in writing to cancel the services.  We cannot cancel without this, or else we could be held liable if something were to happen.  So please email us your signed notice to cancel and put...

the date you would like to cancel on it as well.  You can email it to [email protected] hate to see you leave as a valued customer, and if you would like to explore the many automation / security options we are now offering, then let us know at that same email address.  We do see that you have still been using the security system, and know how important it is to have that peace of mind.Once we receive your email, we will proceed with removing your account from the collection agency.Thank you for being a valued customer of BSG.If you should have any further concerns, do not hesitate to contact us at ###-###-####. BSG Team

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

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]