Bulwark Home Security

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10637661, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My wife and I have carefully read, digested, and considered the response from Jeff at Bulwark AlarmThe response leaves us with a feeling of sadness that Jeff could not feel our frustration at having placed our trust in a company based on consumer reviews and disappointed My wife and I never received an email detailing the requirement of having an alarm permit prior to starting service with a company If we had we would have never balked at a $application feeAfter two years of business, our alarm went off twice in a two week period and the lack of a permit cost us a $fine with each activation totaling $We are happy to accept responsibility for the late payment fee which deals more with the City of Scottsdale's unfair policy during appeal, however we contend that the $fine would have been unnecessary had Jeff's company informed us of the license requirementAn offer to reimburse us for half of the fine that was imposed does not satisfy and in our opinion far from a frivolous complaintAn email conveying critical information, sent to a customer following conclusion of: personal calls from the owner, written contract, contact with the service provider lasting minutes or more, and other communication, is not the best means of conveying that informationWhen we contract with other trades, the issue of licenses is always one of the first items discussedDespite our research into various services, the provider of that service is always seen as the subject matter expert in all areasIt is impossible to know each facet of the industry from the outside as a consumer Had the service provider discussed the alarm paperwork with us during the instillation, or provided us with a written application to the City of Scottsdale, or even a piece of paper detailing the need for a permit, our attention would have quickly been garneredJeff and his company evidently value customer opinion and word of mouth referralsWe sincerely hope that we can come to an agreement and continue to participate in Jeff's business Regards, Evan Tsurumi

We received your complaint about a fine you received from the [redacted] for not having an alarm permit When we set up your account back in November of we would have sent you an email with instructions that you needed an alarm permit Please check your emails from 11/25/to 12/15/to see if that is the case If you find that you did not receive the email we will issue you a discount of $on your next annual monitoring charge ($for the fine for not having a permit and $for the late payment penalty) In order to issue this credit we request that you please remove your complaint from the Revdex.com Once the complaint is removed please send me an email and I will issue the discount Also, please feel free to contact me with any questions, etc Thanks,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10637661, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My wife and I have carefully read, digested, and considered the response from Jeff at Bulwark Alarm. The response leaves us with a feeling of sadness that Jeff could not feel our frustration at having placed our trust in a company based on consumer reviews and disappointed.  My wife and I never received an email detailing the requirement of having an alarm permit prior to starting service with a company.  If we had we would have never balked at a $10 application fee. After two years of business, our alarm went off twice in a two week period and the lack of a permit cost us a $50 fine with each activation totaling $100. We are happy to accept responsibility for the late payment fee which deals more with the City of Scottsdale's unfair policy during appeal, however we contend that the $100 fine would have been unnecessary had Jeff's company informed us of the license requirement. An offer to reimburse us for half of the fine that was imposed does not satisfy and in our opinion far from a frivolous complaint. An email conveying critical information, sent to a customer following conclusion of: personal calls from the owner, written contract, contact with the service provider lasting 45 minutes or more, and other communication, is not the best means of conveying that information. When we contract with other trades, the issue of licenses is always one of the first items discussed. Despite our research into various services, the provider of that service is always seen as the subject matter expert in all areas. It is impossible to know each facet of the industry from the outside as a consumer.  Had the service provider discussed the alarm paperwork with us during the instillation, or provided us with a written application to the City of Scottsdale, or even a piece of paper detailing the need for a permit, our attention would have quickly been garnered. Jeff and his company evidently value customer opinion and word of mouth referrals. We sincerely hope that we can come to an agreement and continue to participate in Jeff's business. 
Regards,
Evan Tsurumi

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID 11156798, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jeff H[redacted]

We received your complaint about a fine you received from the [redacted] for not having an alarm permit.  When we set up your account back in November of 2012 we would have sent you an email with instructions that you needed an alarm permit.  Please check your emails from...

11/25/2012 to 12/15/2012 to see if that is the case.  If you find that you did not receive the email we will issue you a discount of $70 on your next annual monitoring charge ($50 for the fine for not having a permit and $20 for the late payment penalty).  In order to issue this credit we request that you please remove your complaint from the Revdex.com.  Once the complaint is removed please send me an email and I will issue the discount.  Also, please feel free to contact me with any questions, etc.  Thanks,[redacted]

Thanks for the reply. If you checked your emails and did not find the email letting you know about the alarm permit then we will reduce your next year of monitoring by $100 if you will agree to remove your Revdex.com complaint.Thanks,[redacted]

Having never had a home security system, I began the search on [redacted]. After reading customer reviews there of 3 different companies that were possible choices, I compared the ratings with Revdex.com and found Bulwark was equally highly rated here. Two of the 3 companies were national with a call center that helped you choose which package deal best suited your home and after purchasing, the install was done yourself. I then called Bulwark Home Security and spoke with [redacted]. He answered a myriad of questions that allowed me to weigh my options between one of these national companies "do it yourself" install" versus a local provider to visit my home and recommend product specific items that best suited my needs. In the end we chose Bulwark. While Bulwark's pricing was slightly higher than the national companies price, I found it invaluable to 1. have a professional visit my home with specific recommendations, 2. include the install of equipment so that no mistake could be made on my part by improperly installing it because what good is a home security system if it's not installed correctly, and 3. the ongoing support I have should a problem/question arise [redacted] and his team are "[redacted] on the spot" to resolve any issues. We have had our system in for 2 weeks now and am enjoying the peace of mind with our new coverage. And yes, I've had several beginner questions that have been promptly answered from a quick phone call to Bulwark. I would highly recommend them for your security needs.

Thanks for the reply. If you checked your emails and did not find the email letting you know about the alarm permit then we will reduce your next year of monitoring by $100 if you will agree to remove your Revdex.com complaint.Thanks,[redacted]

We received your complaint about a fine you received from the [redacted] for not having an alarm permit.  When we set up your account back in November of 2012 we would have sent you an email with instructions that you needed an alarm permit.  Please check your emails from...

11/25/2012 to 12/15/2012 to see if that is the case.  If you find that you did not receive the email we will issue you a discount of $70 on your next annual monitoring charge ($50 for the fine for not having a permit and $20 for the late payment penalty).  In order to issue this credit we request that you please remove your complaint from the Revdex.com.  Once the complaint is removed please send me an email and I will issue the discount.  Also, please feel free to contact me with any questions, etc.  Thanks,[redacted]

Better Business...

Bureau:

I have reviewed the response made by the business in reference to complaint ID 11156798, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Jeff H[redacted]

Thanks for the reply. If you checked your emails and did not find the email letting you know about the alarm permit then we will reduce your next year of monitoring by $100 if you will agree to remove your Revdex.com complaint.Thanks,[redacted]

Hi Jeff, I sent you an email a few days ago offering to credit two free months of service to help offset the charges from the city of Phoenix.  I am still waiting for your response to that offer.  Please let me know.  Thank you - Jeff with Bulwark Security

I have reviewed the response made by the business in reference to complaint ID 10637661, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My wife and I have carefully read, digested, and considered the response from Jeff at Bulwark Alarm. The response leaves us with a feeling of sadness that Jeff could not feel our frustration at having placed our trust in a company based on consumer reviews and disappointed.  My wife and I never received an email detailing the requirement of having an alarm permit prior to starting service with a company.  If we had we would have never balked at a $10 application fee. After two years of business, our alarm went off twice in a two week period and the lack of a permit cost us a $50 fine with each activation totaling $100. We are happy to accept responsibility for the late payment fee which deals more with the City of Scottsdale's unfair policy during appeal, however we contend that the $100 fine would have been unnecessary had Jeff's company informed us of the license requirement. An offer to reimburse us for half of the fine that was imposed does not satisfy and in our opinion far from a frivolous complaint. An email conveying critical information, sent to a customer following conclusion of: personal calls from the owner, written contract, contact with the service provider lasting 45 minutes or more, and other communication, is not the best means of conveying that information. When we contract with other trades, the issue of licenses is always one of the first items discussed. Despite our research into various services, the provider of that service is always seen as the subject matter expert in all areas. It is impossible to know each facet of the industry from the outside as a consumer.  Had the service provider discussed the alarm paperwork with us during the instillation, or provided us with a written application to the City of Scottsdale, or even a piece of paper detailing the need for a permit, our attention would have quickly been garnered. Jeff and his company evidently value customer opinion and word of mouth referrals. We sincerely hope that we can come to an agreement and continue to participate in Jeff's business. 

Regards,

Evan Tsurumi

We received your complaint about a fine you received from the [redacted] for not having an alarm permit.  When we set up your account back in November of 2012 we would have sent you an email with instructions that you needed an alarm permit.  Please check your emails from...

11/25/2012 to 12/15/2012 to see if that is the case.  If you find that you did not receive the email we will issue you a discount of $70 on your next annual monitoring charge ($50 for the fine for not having a permit and $20 for the late payment penalty).  In order to issue this credit we request that you please remove your complaint from the Revdex.com.  Once the complaint is removed please send me an email and I will issue the discount.  Also, please feel free to contact me with any questions, etc.  Thanks,[redacted]

I received a few estimates for alarm installation and was impressed with the final two companies under consideration.

I decided to schedule the install with Bulwark mainly since they have received positive reviews in the past. I also found their prices and monitoring rates to be quite affordable.

The install went smoothly and the system seemed pretty easy to operate. The company is locally owned and I felt having the monitoring center located nearby as well to be of some benefit.

I would definately recommend Bulwark for future alarm customers.

I am very happy with my new system. The service,quality,and the price were outstanding. The entire experience has been professional and pleasant.

love BULWARK SECURITY! [redacted] gave my husband and I a quote for an alarm system and it was the best price we were given from any other company. They were able to get the system installed right away, we did not have to wait days or a week out like a few other places I have contacted. Bulwark Security is the Alarm Company to use!!!!!!! Thank you Bulwark : )

I used this company for my home alarm system. The installation was prompt and professional and their prices were competitive. I have never experienced any billing issues or problems that you sometimes read about with various services. I have been so pleased with this company I called on them again, this time for our business alarm system.

Review: When my wife and I moved to Arizona we chose Bulwark Home Security for our alarm company. The owner called us during the process and we were generally satisfied. We then remained customers until the present time. In 2014 following two alarm activations, we learned that we had not obtained a proper license from the [redacted] for and were fined $100. When we contested the fine we were then charged an additional $20 making the total fine, $120.

During our conversation with the owner of Bulwark or salespersons we never received any information about Arizona cities requiring alarm permits, something which is not a nationwide norm.

We spoke with the company and explained the situation and were informed that an email was sent instructing us on the proper application for a license.

While we do not want to get into a "he said she said" argument about whether or not the company performed due diligence in sending us that email; we both contest that an email was sent. It certainly was not received. At no point did the alarm service person who installed the system mention a permit, and paperwork we received did not mention that we need a permit. We trusted the company to use their judgment in communicating with us what was most important about our home security system, how could you leave out the requirement of a license ?

Considering the amount of time that we spent researching and negotiating the instillation of the alarm system, the instillation process itself, and the fact that we renew our contract loyally each year, had we known about a $10 permit from Scottsdale we would have gladly paid such a fee.Desired Settlement: We would like the fine amount of $120 applied to our account. We have already gone through the appeals process with the [redacted] and have been informed that no consideration will be given. Aside from this incident we have had good service through Bulwark for the past 2 years and had no qualms whatsoever recommending the service to our neighbors as well as renewing our contract.

Business

Response:

We received your complaint about a fine you received from the [redacted] for not having an alarm permit. When we set up your account back in November of 2012 we would have sent you an email with instructions that you needed an alarm permit. Please check your emails from 11/25/2012 to 12/15/2012 to see if that is the case. If you find that you did not receive the email we will issue you a discount of $70 on your next annual monitoring charge ($50 for the fine for not having a permit and $20 for the late payment penalty). In order to issue this credit we request that you please remove your complaint from the Revdex.com. Once the complaint is removed please send me an email and I will issue the discount. Also, please feel free to contact me with any questions, etc. Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10637661, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My wife and I have carefully read, digested, and considered the response from Jeff at Bulwark Alarm. The response leaves us with a feeling of sadness that Jeff could not feel our frustration at having placed our trust in a company based on consumer reviews and disappointed. My wife and I never received an email detailing the requirement of having an alarm permit prior to starting service with a company. If we had we would have never balked at a $10 application fee. After two years of business, our alarm went off twice in a two week period and the lack of a permit cost us a $50 fine with each activation totaling $100. We are happy to accept responsibility for the late payment fee which deals more with the City of Scottsdale's unfair policy during appeal, however we contend that the $100 fine would have been unnecessary had Jeff's company informed us of the license requirement. An offer to reimburse us for half of the fine that was imposed does not satisfy and in our opinion far from a frivolous complaint. An email conveying critical information, sent to a customer following conclusion of: personal calls from the owner, written contract, contact with the service provider lasting 45 minutes or more, and other communication, is not the best means of conveying that information. When we contract with other trades, the issue of licenses is always one of the first items discussed. Despite our research into various services, the provider of that service is always seen as the subject matter expert in all areas. It is impossible to know each facet of the industry from the outside as a consumer. Had the service provider discussed the alarm paperwork with us during the instillation, or provided us with a written application to the City of Scottsdale, or even a piece of paper detailing the need for a permit, our attention would have quickly been garnered. Jeff and his company evidently value customer opinion and word of mouth referrals. We sincerely hope that we can come to an agreement and continue to participate in Jeff's business.

Regards,

Evan Tsurumi

Business

Response:

Thanks for the reply. If you checked your emails and did not find the email letting you know about the alarm permit then we will reduce your next year of monitoring by $100 if you will agree to remove your Revdex.com complaint.Thanks,[redacted]

We recently had an alarm system installed by Bulwark Home Security. We have used Bulwark Exterminating for our pest control needs for years and they have been an excellent company that provides outstanding customer service so we decided to use Bulwark's Home Security division. Jeff provided a detailed quote and we opted to add the ability to control our thermostats and arm and disarm our system through an app on our phone. We also set it up so our fire alarm is also monitored. Jeff was a pleasure to work with. Duane did the install. He was very friendly and answered all of our questions. He did an excellent job. We sleep with peace of mind now.