CCTV Security Pros

Good Afternoon,On December 5, 2014 [redacted] did purchase a system from us which contained (8) cameras. On April 14, 2015, Mr. [redacted] informed us that (2) of these cameras did not work. We sent him the return authorization and instructions on where to ship them back. We finally...

received these (2) cameras on October 1, 2015. 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 bad. We 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 needed. If 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 2 new cameras. If the cameras were installed an alternate way other than how they were intended then this liability falls on the installer and not our company. We offer tech support and online tutorials that show how to install these cameras properly. Again, we can not honor to repair or replace a camera that was intentially altered. Please see attached pictures that show the end of the wire that was cut. We 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 Law. A full report will be conducted with the Attorney Generals Office and the Department of Consumer Affairs. Your threats will not be tolerated.
Regards,
[redacted]

We regret that there was a significant amount of time to get our customers replacement fan shipped out. Several 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 customers. We 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 concerns. This replacement part is on its way and the UPS tracking number is 1Z4AR3580362038239. Again we sincerely apologize for this inconvenience and hope to rectify this matter.
[redacted]
Pros Customer Support

Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemail. I 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...

replace. I also tried calling another phone number that we had on file ###-###-#### but was told Mr. [redacted] didn't live there anymore. Our company keeps records all inbound calls and we do not have any phone records from either one of these phone numbers. Unless Mr. [redacted] called from a completely different phone number we do not have a record of any contact from him. I 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 either. We would be more than happy to honor the customer repair as he is still within the 3 year warranty period. Mr. [redacted] order #[redacted] was placed in February 2013 - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair it. Mr. [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 office. If he leaves a message he WILL get a call back.Thank you,[redacted]RMA ManagerPros Customer Support

I bought a 2500. dollar system from CCTV security Pros with 8 cameras. When 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 back. Had 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 promptly. Much 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 !

[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]

[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.
I would hope in the future that their website would clearly specify a "Limited Warranty", rather then just a seal that says "3 Year Warranty". It's very confusing for those who take sites a face value rather than having to read through all the fine print and special conditions.
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.A. When I ordered the security system from Tim(ex [redacted])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 2 cameras, the electrician even removed the 2 cams from their original place and put them on another pole, still nothing. So at that time I emailed CCTV to request to return the 2 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. The  attached photos show the monitor with 6 working cams and the exterior cams. 
 
Respectfully,
[redacted]  [redacted]
Association Inspector
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
The issue is still in dispute and not resolved. The company refuses to honor their warranty and will not provide a refund. I will not return the Digital Video Recorder and lose my evidence. The DVR has video of a trespasser whom I am pursuing criminal charges. Although I cannot recover the video, I will turn the DVR over to my attorney. I will not return the DVR to CCTVSecurity Pros.
 
Do what you want, but this is a bad company. They sold a faulty product, distort the problem, and will not honor their 3-year Warranty.
 
[redacted]
 
Regards,

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 say. I 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 elsewhere. I 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.A. When I ordered the security system from Tim(ex [redacted])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 2 cameras, the electrician even removed the 2 cams from their original place and put them on another pole, still nothing. So at that time I emailed CCTV to request to return the 2 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]

[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:
Regards,
[redacted]

Review: I requested a replacement part (Fan) from this company for a DVR device we purchased less than a Year ago. It's now been over a month, and I still do not have the part, I've asked them repeatedly to get me information and a tracking number for the part. The only response I ever get is "We have forwarded this over to our RMA department once again"Desired Settlement: I would like the replacement part in a timely fashion.

Business

Response:

We regret that there was a significant amount of time to get our customers replacement fan shipped out. Several 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 customers. We 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 concerns. This replacement part is on its way and the UPS tracking number is 1Z4AR3580362038239. Again we sincerely apologize for this inconvenience and hope to rectify this matter.

Pros Customer Support

Consumer

Response:

[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.]

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,

Review: From the pictures on their website about the cameras I ordered shows small home cameras and the salesmen did not specify that the cameras are HUGE for a Commercial size building they are miss representing. they insist that they are for home or commercial use but they are way to big for a house. when I called I spoke to this women [redacted] who said why did they sale you that system for a house, she said the cameras are way way to big. Now they tell me they don't have a [redacted] that works their how convenient. My biggest issue is they want me to pay a restocking fee over $260.00. I paid $70.00 out of my own pocket to mail them back. I work for the Federal Government and this is a very bad customer service policy considering the customer is always right. If you need further information, please contact me. Thank You inadvance for your help.Desired Settlement: Credit the hole purchase price of $1,741.48. Thank You inadvance for your help in this matter.

Business

Response:

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 7/16 at 1:19pm on a recorded sales line. The call lasted roughly 27 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 7/17 at 11:47pm and lasted over 3 minutes which was also recorded. The representative who took the call was [redacted] (we do not have an employee named [redacted] 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 follow-up call 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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

Review: [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

Review: I purchased a special package deal with [redacted] in Feb 2013 after a lot of research on security systems. I specifically chose this company because I liked the 3 year warranty that came with the package that no other company offered without purchasing an extended warranty. Well on 9/6/14 my DVR system started beeping and basically the hard drive was no longer good. Now my business was being videoed yet not recording anything. I called the company and they said they will send me a RMA within 24 hours and I can return the hard drive and wait for a new one to ship out. This is very scary as a consumer that my business is now not being recorded. The following day I get an email that states that my warranty expired after a year but they will be willing to sell me a new hard drive at a discounted rate. The ONLY reason I purchased this system was because of the 3 year warranty. It stated so on their website. They exploit the fact about their outstanding 3 year warranty. Now I have a VERY unsecure business and I need to find a reputable company that stands behind their word and warranty.Desired Settlement: Replace my hard drive or repair it and pay for all the shipping cost. I would prefer expedited service and delivery since this is a major flaw in my businesses security!

Business

Response:

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 2-3 years warranty as clearly specified on our website and copied below:“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 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 [redacted] on 4/19/13 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 [redacted] system clearly shows that the cameras are covered under a full 3 year warranty and the DVR is covered under a 2 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 2 business days.Thank you,[redacted]

Consumer

Response:

[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.]

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 hope in the future that their website would clearly specify a "Limited Warranty", rather then just a seal that says "3 Year Warranty". It's very confusing for those who take sites a face value rather than having to read through all the fine print and special conditions.

Regards,

Review: purchased a camera. Camera arrived with out all parts need to become functional. tried to get technical support - several times with no help - tried to get help with sales - got hung up on. I went a day and one half with no answers or help - all I was trying to do is get the part needed. even if the part was supposed to be supplied with the original purchase and wasn't, I was will to pay for another because their return policy is costly and I didn't want to pay that much for nothing.Desired Settlement: very simple - if they do not want to deal with my complaint or me - just let me know what power adapter is need or the specs and I will purchase elsewere

Business

Response:

Customer was sent the RMA information to return his camera on December 11, 2015. 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

Consumer

Response:

[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.]

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,

I bought a 2500. dollar system from CCTV security Pros with 8 cameras. When 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 back. Had 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 promptly. Much 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 !

Review: CCTV delivedered a faulty Digital Video Recorder to me. The unit fails to operate correctly. I can get the video input to go the a screen, but I am unable to access the DVR's video output using CCTV's own supplied PSS software application and I cannot access it through the Internet access program proved by the DVR. I have complained numerous times in the 7 months since purchase PSS technician, [redacted], replied in a October 17 2014 (after several previous Emails were sent in the prior 2 weeks - I sent Emails several times in the fist three months I had the product); that their customer service department has failed to respond to the complaint. The key issue is CCTV has a 3-year guarantee and state that within the first year of the 3-year guarantee, they will replace faulty equipment. They will not reply after Oct 17 (today is 11/11/2014) and they live up to their warranty.Desired Settlement: CCTV Security Pros intentionally manufactured and mailed a faulty Digital Video Recorder (DVR) product to the customer - me;; the test technician falsified the test report that was mailed with the DVR. His report said the equipment was working fine in every category;, the technical department was slow but did respond to Emails, but gave inadequate advice on several occasions since I purchased the product 8 months ago, in March 2014; the customer service department will not respond at all. And most importantly, CCTT does not live up to their 3-year warranty. They do not belong on the Revdex.com approved list of businesses and I am requesting that you remove them from your listings. I would also like a refund for the product.

Business

Response:

Good Morning,I have received the complaint from our customer, [redacted] and would be happy to issue an Return Merchandise Authorization (RMA) to him so that we can take a look at this DVR and see if we can rectify the issue he is having. I do see e-mails that were sent to our tech department requesting some technical assistance but did not receive a direct request to have an RMA number issued. I will be sending this RMA number with instructions and a prepaid return label so that we can try and diagnose the issue he has explained and repair or replace the unit if needed. I have called the customer and explained this information on a voicemail message.Thank you,RMA ManagerCCTV Security Pros

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Purchased camera from CCTV in 2012. The camera failed in December 2014 and I, with authorization, returned the camera for repair or replacement. Received a call that they are replacing the camera with a new camera. Apparently the other camera was not repairable. This is ok with me. The issue is that the new camera will only have a warranty time of the old camera, which ends in 2015. I argued that the new camera should have a 3 yr. warranty like the old camera from this date, not the old camera's date. This was to no avail. Was told that if they did that, everyone would keep sending in the old cameras for new ones.

I feel that the new camera should have warranty that covers it for the next 3 years, like the original, from December 2014 date forward.Desired Settlement: Have warranty date for new camera to be 3 years from December 2014.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The item, camera, that is being replaced is a new camera and I feel that it should be warranted as if I had purchased it. The replacement is a new item, not a camera that has been repaired. If the original camera had been repaired, then I would understand that the present warranty would be in place. I strongly feel that since they are replacing the original camera with a new camera, that this camera should be warranted as if purchased.What happens if this replacement camera goes bad in one year? According to CCTV, I'm out of luck. If I had purchased this camera, it would be warranted for three years. I feel that since CCTV could not, or chose not to repair the original camera, the replacement camera should be warranted for 3 years from the date of December 2014.I'm sure that CCTV disagrees, and will follow their policy. My choice will be to not purchase any items from them knowing how they treat their customers.

Regards,

Business

Response:

Mr. [redacted],Again, we are replacing your camera with a new camera. Not very many companies will do this. If you were to purchase a TV from a store that offered a 1 year warranty and something happened to your TV within that year, the company will repair or replace it, but they will not restart your warranty all over again from the date of when you had the repair done. The same thing with any purchase. If you were to buy a car with a 5 year warranty, each time you get a new part the warranty period doesn't start over, it's always from the original purchase date of the vehicle. We as a company have done everything we can to assist you. We have thousands of customers who are satisfied with our warranty policy. I am sorry that you are one of the few that is not. We will just have to agree to disagree on this issue. Wishing you a joyous holiday season and a very Happy New Year.[redacted]RMA Manager ###-###-####Pros Customer Support

Consumer

Response:

[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.]

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,

Review: item is warrantied but they wont call back to take care of the problem they also only will answer the sales line and get [redacted] when you want to get help.Desired Settlement: they need to overnight a new one

Business

Response:

Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemail. I 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 replace. I also tried calling another phone number that we had on file ###-###-#### but was told Mr. [redacted] didn't live there anymore. Our company keeps records all inbound calls and we do not have any phone records from either one of these phone numbers. Unless Mr. [redacted] called from a completely different phone number we do not have a record of any contact from him. I 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 either. We would be more than happy to honor the customer repair as he is still within the 3 year warranty period. Mr. [redacted] order #[redacted] was placed in February 2013 - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair it. Mr. [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 office. If he leaves a message he WILL get a call back.Thank you,[redacted]RMA ManagerPros Customer Support