CCTV Security Pros

Good Afternoon,I spoke to Mr [redacted] myself about our warranty policyI explained that the warranty period is calculated from the date of purchaseMr [redacted] purchased this camera August 12, and it came with a year warrantyWe were unable to repair the camera and since he is still within his warranty period we sent him a replacement.It is clearly stated on our website that the warranty period begins from the date of purchaseI explained this to Mr [redacted] and he disagreed stating that the time period should start over from the date of when the camera was repaired or replacedI also explained that the reason why our company, and every other company that I've ever done business with, does this is because if the time period started over every time a product was repaired or replaced, the customer would never have to purchase this particular product again - they would just keep getting new replacementsI am sorry that Mr [redacted] disagrees with our policy but I am unable to honor his request of extending his warranty date or changing our warranty policyI have copied and pasted our warranty policy below in quotations.If you have any further questions please feel free to contact me at ###-###-####Thank you, [redacted] RMA ManagerPros Customer Support"All of our products come with Minimum Year Limited WarrantySelect "CCTV Security Pros" exclusive brand name products include an extended Year Full Warranty (as specified on website).If a product is deemed non-operable or defective within the first months from purchase, it will be repaired or replaced free of chargeIf an issue occurs within year 2, we will either repair or replace the product at 50% of its retail costSelect "CCTV Security Pros" brand products (which carry our extended Year Limited Warranty) will be repaired or replaced free of charge within years from the date purchased".This Warranty does not cover product damages caused directly or indirectly by improper installation of security cameras, lightning strikes, power surges, vandalism, product modifications, and abuse or misuse, including failure to provide reasonable and necessary maintenanceWe are not responsible for any lost time, profits or business, personal injury, property damage or similar loss, or any punitive, consequential or other direct, indirect or incidental damages

Complaint: [redacted] I am rejecting this response because: Dear [redacted] , First I dont know where they get their stories from, they are not correctWhen they say they tried to call me and got no voicemail set up, thats not true, You were able to reach me when you calledThis is not a trustworthy company in my eyesNo one at the company when I called tried to sell me something different they just handed me to someone who gave me the RMA# to return the equipmentI then had to pay $to return itIf they have such problems then they should not advertise free shipping as far as a restocking fee we both know you and I could walk over a put something back on a shelfNever in my life have I or anyone I spoke with have heard of suchI currently have access to the [redacted] and [redacted] Unions I will certainly make sure if this is not corrected that our local news letters, papers, and meetings will print and bring up this companies down fallsWith all due respect we are all working people trying to make ends meet but not be taken advantage ofThank You again for your help in this matter [redacted] PS: This company when reply by email should give sign off with a name of the person your speaking with, they never tell you who they are or who your speaking with Regards [redacted]

Customer was sent the RMA information to return his camera on December 11, He will not be charged any fees to return the item to us as long as the item was not used or installed and all of the original packaging is returned and intact Thank you, [redacted] RMA Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] I am rejecting this response because: I am just going to copy and paste my last response, because I have said everything I feel I need to sayI have too many projects going on at this time and if that is the way cctv securities wishes to treat clients then I have no problem taking my business elsewhereI would however hope that Revdex.com does keep this on file All equipment was professionally installed by a certified electrician, the same electrician that installed the electrical system for the new play area and pavilion for our H.O.AWhen I ordered the security system from Tim(ex ***)I told him that we have an existing security system and we did not want to have to rewire any of the existing wiring so we needed a system that was compatible with our existing system so I ordered the system he recommended.The system was ordered and set in my office until construction began on the new play area and pavilion, once the electrician had everything hooked up everything worked fine except for cameras, the electrician even removed the cams from their original place and put them on another pole, still nothingSo at that time I emailed CCTV to request to return the non working cams.Why is it not possible for cctv security pros too return the cams to the manufacture, where they can reattach the cut connector and then test the cams Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am rejecting this response because:All equipment was professionally installed by a certified electrician, the same electrician that installed the electrical system for the new play area and pavilion for our H.O.AWhen I ordered the security system from Tim(ex ***)I told him that we have an existing security system and we did not want to have to rewire any of the existing wiring so we needed a system that was compatible with our existing system so I ordered the system he recommended.The system was ordered and set in my office until construction began on the new play area and pavilion, once the electrician had everything hooked up everything worked fine except for cameras, the electrician even removed the cams from their original place and put them on another pole, still nothingSo at that time I emailed CCTV to request to return the non working cams.Why is it not possible for cctv security pros too return the cams to the manufacture, where they can reattach the cut connector and then test the camsThe attached photos show the monitor with working cams and the exterior cams Respectfully, [redacted] [redacted] Association Inspector Regards, [redacted] ***

I bought a dollar system from CCTV security Pros with camerasWhen I called for help I was put on hold,hung up on and sooner or later after several calls I was asked if I wanted to leave a message for a call backHad a camera issue,one went bad.When I tried to remove it from the wall I damaged the connector-that was my fault but the camera was already not working.They said too bad no warranty I bought another system from security camera warehouse ( SCW ) and they really answer the phone when you call-replace parts when bad and they honor the warranty,they also reply to emails promptlyMuch better people to deal with than CCTV security pros I would never again deal with CCTV security Pros........once they get your money they no longer care about you !

Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemailI left a message for him to call me back so that we can get a detailed report of what item he is having an issue with and get the proper instructions out to him to send it in for repair or replaceI also tried calling another phone number that we had on file ###-###-#### but was told Mr [redacted] didn't live there anymoreOur company keeps records all inbound calls and we do not have any phone records from either one of these phone numbersUnless Mr [redacted] called from a completely different phone number we do not have a record of any contact from himI also checked our e-mail using his e-mail address of [redacted] and do not have any records of him e-mailing us with any requests eitherWe would be more than happy to honor the customer repair as he is still within the year warranty periodMr [redacted] order # [redacted] was placed in February - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair itMr [redacted] can reach me at the email [redacted] or call me at ###-###-####If he gets my voicemail it is because I am on another call or have stepped out of my officeIf he leaves a message he WILL get a call back.Thank you, [redacted] RMA ManagerPros Customer Support

Good Afternoon,On December 5, [redacted] did purchase a system from us which contained (8) camerasOn April 14, 2015, Mr [redacted] informed us that (2) of these cameras did not workWe sent him the return authorization and instructions on where to ship them backWe finally received these (2) cameras on October 1, When we did receive them we saw that the one cable on each camera was cut therefore not allowing us to check the cameras to see if they are in fact badWe are not the manufacturer of these cameras and if our customer has equipment that stops working and it is still under warranty we can send it back to the manufacturer and they will test and repair or replace it if neededIf the equipment has been altered there is no way for the manufacturer to confirm that its a defective unit and will not reimburse us if we just send the customer out new camerasIf the cameras were installed an alternate way other than how they were intended then this liability falls on the installer and not our companyWe offer tech support and online tutorials that show how to install these cameras properlyAgain, we can not honor to repair or replace a camera that was intentially alteredPlease see attached pictures that show the end of the wire that was cutWe have offered the customer replacement cameras with a 15% discount and free shipping but can not replace them at no cost.Thank you for your inquiry,TheresaRMA ManagerPros Customer Support

Complaint: [redacted] I am rejecting this response because:I will take action with regard to Extortion for payment that your recordings are for quality assurance on the part of the sales people at your company not in regard to what the consumer says on the phone that is against the LawA full report will be conducted with the Attorney Generals Office and the Department of Consumer AffairsYour threats will not be tolerated Regards, [redacted]

We regret that there was a significant amount of time to get our customers replacement fan shipped outSeveral requests were made to the proper department and this oversite has been addressed with the individuals to assure that this will never happen again, not only with Mr [redacted] but with any of our existing or future customersWe strive to assure prompt and courteous customer service and if Mr [redacted] should ever have an issue he can contact [redacted] at [redacted] who will personally address any of his concernsThis replacement part is on its way and the UPS tracking number is 1Z4ARAgain we sincerely apologize for this inconvenience and hope to rectify this matter [redacted] Pros Customer Support

Good Afternoon,
As previously explained to Mr*** the wiring/cable going to the camera on both cameras had been cut thus voiding the warrantyIf the wiring was intact then we could have thoroughly tested the camera to assure that there was in fact an issue with it and attempt to repair itMr*** suggested that we repair the cable to the cameraWe cannot do this mainly because we do not carry replacements parts for these camerasThere is a reason why alterations to equipment voids the warrantySimply, there is no way for us to verify if the product was ever malfunctioningWe can not just send out brand new replacements for products that have been alteredThank you for your timeTheresa, RMA Manager

Contrary to the customers opinion, most of our direct competitors charge a 20% restocking fee and we believe that we take the most pro-active measures to display our
policy clearly and effectively on the homepage of our website Further, we do not simply take returned items and place them back on the a shelf Rather, we inspect each package and make sure everything is returned in new condition with all of its contents and accessories During this process we incur shipping charges, intercept fees and packaging cost Due to the size of our business, we have full-time employees who work solely on facilitating and expediting the return process We continually work to try and manage our internal cost on returned items It is true that we offer free UPS shipping on orders over $ These types of decisions are made by management with respect to the business along with our policies We have tens of thousands of customers who rely on us for their video monitoring needs We understand with having so many customers that we will surely once in awhile find a disgruntled customer who does not want to comply with our policies Unfortunately, we are unable to change our policy due to this customer’s demands. However, we are willing to make a one-time concession for this specific customer. With the customer’s approval, we will split the restocking fee and refund $back to the customer’s credit card. This will undoubtedly make our internal cost higher than the fee charged to the customer however we do value our relationship with the Revdex.com and would like to put an end to the erroneous allegations and threats to
our company

Complaint: ***
I am rejecting this response because: That is unacceptable half, full return should apply, it is the companies problem if they want to offer free shippingFrom the beginning I said that this merchandise was sold to me under pretence and no one at the company after talking with different people tried to offer me any thing differentI sorry for being difficult but its the principal of the matter and this company just isn't getting itThank you for your help in this matter***
Regards,
*** ***

Customer was sent the RMA information to return his camera on December 11, He will not be charged any fees to return the item to us as long as the item was not used or installed and all of the original packaging is returned and intact
Thank you,
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RMA Manager

CCTV Security Pros is a large supplier of security cameras and systems serving tens of thousands of customers. We offer the best quality equipment coupledwith best-in-class service and support We offer 2-years warranty as clearly
specified on our website and copied below:“All of our products come with Minimum Year Limited WarrantySelect CCTV Security Pros" exclusive brand name products include an extended Year Full Warranty (as specified on website).If a product is deemed non-operable or defective within the first months from purchase, it will be repaired or replaced free of chargeIf an issue occurs within year 2, we will either repair or replace the product at 50% of its retail costSelect "CCTV Security Pros" brand products (which carry our extended Year Limited Warranty) will be repaired or replaced free of charge within years from the date purchased.This Warranty does not cover product damages caused directly or indirectly by improper installation of security cameras, lightning strikes, power surges, vandalism, product modifications, and abuse or misuse, including failure to provide reasonable and necessary maintenanceWe are not responsible for anylost time, profits or business, personal injury, property damage or similar loss, or any punitive, consequential or other direct, indirect or incidentaldamages.”The customer purchased our *** on 4/19/for $1619.99. The LITE Series system that the customer ordered includes our LITE series recorder which is very good but also less expensive than both our PRO and EXTREME series systems which include full three year warranties.I think you will find that the *** system clearly shows that the cameras are covered under a full year warranty and the DVR is covered under a yearlimited warranty whereas the customer would be accountable for 50% of the replacement cost in year 2. However, we always want to do right by our customer and will take proactive measures to further limit any confusion going forward If the customer has any documentation that does not correctly reflect the policy as stated above, we strongly encourage him to provide the documentation to us. Otherwise, we will agree to send him a certified refurbished hard drive as a replacement. We will immediately ship the replacement upon his approval for delivery in business days.Thank you,*** *** *** ***

We are a large supplier of security cameras and systems serving tens of thousands of customers. We assemble and test each unit for quality assurance prior to shipping. We also provide free shipping on all orders over $100.
We have a low return rate due to the quality of the equipment we carry, the best-in-class support we provide, and our willingness to exchange any product in effort to deliver a solution that meets our customer’s specific needs and objectives. Our return policy is clearly displayed on our website. Like most electronic retailers, we charge a standard 15% restocking fee This standard fee helps us offset the cost of shipping, assembly,
packaging and inspection in involved with each returned item. We do not charge a restocking fee on exchanges unless the item is returned in used condition and unable be resold as new.This customer called us on 7/at 1:19pm on a recorded sales line The call lasted roughly minutes The customer called, introduced himself and immediately told the salesperson that his friend who worked at a jail owned and recommended this particular system to him. He went on to explain that he needed a powerful camera with and adjustable lens and strong infrared night vision. These types of cameras typically require larger housings. Although
these cameras are suited for both residential and businesss use, the salesperson described specific examples of how these cameras might be used in a warehouse
applications. The customer proceeded ordering the system that was recommended to him by his friend and never once asked any questions regarding the size of the camera
Upon receiving the cameras, cabling, power supply and accessories, the customer sent a response to our automated order confirmation email stating that the merchandise was not what he expected and that he wanted to return everything. It is important to understand that we always try and do right by our customers. In fact, close to 40% of our business comes from repeat customers who order more than once. Therefore, we tried calling the customer in attempt to try and work with him but we received a message stating that his voicemail was not yet setup so we were unable to leave him a message. We then received a phone call from the customer stating that he wanted us to call UPS and intercept the remaining DVR and Monitor. That call was on 7/at 11:47pm and lasted over minutes which was also recorded. The representative who took the call was *** (we do not have an employee named *** as alleged by the customer). She agreed that the cameras the customer ordered were large and proceeded to tell him about other cameras that may better fit his personal preferences. The
customer then received a follcall from the appropriate contact at our company in order to coordinate the return and once again reiterate that a
standard 15% restocking fee would be applied.In summary, we like most electronics companies charge a standard 15% restocking fee. This standard fee helps us offset the cost of
shipping, assembly, packaging and inspection involved with each returned item. I think you will agree that the full policy is clearly and concisely stated and presented on our homepage. Unfortunately, we are unable to make compromise our policy solely based on this individual customer’s demands and
unwillingness to comply. However, we do have copies of all recorded calls as well as email communications regarding this transaction and would be glad to provide this communication to the appropriate party.Thank you for your understanding.*** CCTV Security Pros

Good Afternoon,I spoke to Mr. [redacted] myself about our warranty policy. I explained that the warranty period is calculated from the date of purchase. Mr. [redacted] purchased this camera August 12, 2012 and it came with a 3 year warranty. We were unable to repair the camera and since he is still...

within his warranty period we sent him a replacement.It is clearly stated on our website that the warranty period begins from the date of purchase. I explained this to Mr. [redacted] and he disagreed stating that the time period should start over from the date of when the camera was repaired or replaced. I also explained that the reason why our company, and every other company that I've ever done business with, does this is because if the time period started over every time a product was repaired or replaced, the customer would never have to purchase this particular product again - they would just keep getting new replacements. I am sorry that Mr. [redacted] disagrees with our policy but I am unable to honor his request of extending his warranty date or changing our warranty policy. I have copied and pasted our warranty policy below in quotations.If you have any further questions please feel free to contact me at ###-###-####. Thank you,[redacted]RMA ManagerPros Customer Support"All of our products come with Minimum 2 Year Limited Warranty. Select "CCTV Security Pros" exclusive brand name products include an extended 3 Year Full Warranty (as specified on website).If a product is deemed non-operable or defective within the first 12 months from purchase, it will be repaired or replaced free of charge. If an issue occurs within year 2, we will either repair or replace the product at 50% of its retail cost. Select "CCTV Security Pros" brand products (which carry our extended 3 Year Limited Warranty) will be repaired or replaced free of charge within 3 years from the date purchased".This Warranty does not cover product damages caused directly or indirectly by improper installation of security cameras, lightning strikes, power surges, vandalism, product modifications, and abuse or misuse, including failure to provide reasonable and necessary maintenance. We are not responsible for any lost time, profits or business, personal injury, property damage or similar loss, or any punitive, consequential or other direct, indirect or incidental damages.

Complaint: [redacted]
I am rejecting this response because:
Dear [redacted], First I dont know where they get their stories from, they are not
correct. When they say they tried to call me and got no voicemail set up, thats not true, You were able to reach me when you called. This is not a trustworthy company in my
eyes. No one at the company when I called tried to sell me something different they just handed me to someone who gave me the RMA# to return the equipment. I then had to pay $70.00 to return it. If they have such problems then they should not advertise free shipping as far as a restocking fee we both know you and I could walk over a put something back on a shelf. Never in my life have I or anyone I spoke with have heard of such. I currently have access to the [redacted] and [redacted] Unions I will certainly make sure if this is not corrected that our local news letters, papers, and meetings will print and bring up this companies down falls. With all due respect we are all working people trying to make ends meet but not be taken advantage of. Thank You again for your help in this matter. [redacted]
PS: This company when reply by email should give sign off with a name of the person your speaking with, they never tell you who they are or who your speaking with.
Regards
[redacted]

We tried our very best to try and make an exception for this customer.  However, we are unwilling to meet his demands per our policy.  Again, we have all calls and communications recorded and upon review we determined a restocking fee should apply.
Thank you