DVR Systems

---------- Forwarded message ----------From: DVR SYSTEMS Date: Mon, Aug 29, at 1:PMSubject: ID [redacted] To: ***@cleveland.Revdex.com.orgThis customer ordered an IP based system, which I quoted at $9,DeliveredI AGREE with thatHe THEN contacted us and said he had visited one of his plants and they had motorized zoom lenses, and wanted to know if we could do that for the same priceI said we could change from the IP cameras to the 1080p, exact same camera in an Analog HD version, for the same price WITH the Motorized LensHe said that was fine and seemed happy that we could get him the lens combination he wantedAFTER we shipped the cameras, he called and asked me about the changeI reminded him of his request, and he said he was ok with thatI also provided, at no charge, the baluns and other equipment needed to facilitate this change orderThis was NOT a change WE made, but a change HE requestedA 4.1Mp FIXED lens camera can be done at The SAME camera with a Motorized lens is over We talked, again, about his need for 1080p video, which the replacement cameras EXCEED and he said that was fineI have receive NO communication from [redacted] since 6/29, nor any phone callsI have been out of the office8/to yesterday on a bus install, but I see ZERO emails from him during this time eitherWe DID send him, the same email that we sent to ALL customers, explaining our first half and apologizing for any delays, however, again, there has been NO communication since 6/On THAT date, I have an email from him asking for software and manuals for the equipment, and asking why he got a channel instead of a channelI wrote him back that very same day: “To get the motorized zoom cameras we had to change the system to two stackable channels to deal with the processing power needed to handle not just the bandwidth, but the raw CPU power to manage all of the zoom featuresThey STILL “manage” as one unit using the software and you’ll be able to see ALL channels on one screen in 1080p High Resolution (or you can split them however you like) with the added benefit of not bogging down on zoom.” He has never said a thing about receiving “empty” boxes, and that is a complete new twist to this altogetherBottom line, we provided what the customer ASKED us for in the CHANGED requestsIt has been two months to the DAY since I last heard from this customer, and THREE months and two days since he SAYS he last spoke with us BobDVR SYSTEMS

Consumer responded via phone:The consumer has not received his refund as of today

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] *** Good Day, In the response from DVR Systems they state that cameras was never mentioned, but it was clearly mentioned on the phone and in an email communication I have attached the email where I specifically state 'we would need cameras and the channel DVR.' During the phone conversation with DVR Systems I specifically stated that I would need an updated quote, invoice, and shipping detail before any charges took place on my card I was assured I would get this information the same day we spoke or by the next day at the latest, this never happened When I checked my credit card statement on 10/12/I found that I had been charged for equipment that was not authorized and charges that were not authorized since the agreed upon terms were not met This is when the order cancellation took place On the original quote from 04/21/(sent to Revdex.com previously) that was not authorized, DVR Systems states shipping is free In their response to the Revdex.com DVR Systems states they were charged $from UPS for a returned shipment, we never received a shipment and never returned a shipment, so I would like to see the actual bill from UPS for the returned shipment fees that DVR Systems is stating they were billed with our address on it Even if they could provide it, no terms were ever agreed to originally on 04/21/or on 10/08/ Since DVR Systems failed to provide an updated quote, invoice, or any shipping information and dropped the ball as it appears they have done in the past with several disappointed customers; they lost the business and should issue a full refund instead of upsetting yet another potential customer Cordially, [redacted] ***

As I told the rep early in the week, I've been in Atlanta for two weeks, and three weeks in Chicago prior to that, installing systems for the Federal GovernmentI will issue a refund next week when I am back in the office

The company responded via phone as follows: The consumer did receive a partial shipment The order will be fulfilled and he will receive the tracking numbers when the items ship

Attached is the invoice and copy of the check that was sent on 1/17/ Below is the UPS tracking number sent to me by Robert S [redacted] that shows the status of "Delivered" and it only contained of the CH Analog ($899.00) units - the unit's weight was only lbs (the entire shipment would be much heavier) We have only received $of our $6,order

10/31/11:57AM EDT DVR SYSTEMS, Inc—> [redacted] Pg 2/Revdex.com RE: ID [redacted] vs DVR SYSTEMS Gentlemen: Aside from the BLATANT LIES in this Customer Contact, I am somewhat beside myselfIt seems, today, that anyone, anywhere can simply write whatever they want and get away with it [redacted] is stating the ABSOLUTE TRUTH, right up to the point where he says "I asked him NOT to bill me until" this is COMPLETELY fabricated and totally incorrectHe WANTED THIS MATERIAL TO ARRIVE IN [redacted] on the Following WednesdayHe EXPECTED shipment IMMEDIATELY, and gave me his Credit Card Information with that intentFURTHER, his email to me stated that he had a store ready to install, he never mentioned cameras and our quote had been for We spent nearly an hour on the phone going over all the details, and I demoed the equipment and software via video conferenceMy NEXT contact with him was asking some questions about the SOFTWARE on the EMBEDDED DVR (channel)THAT request came on Monday, which was a Federal Holiday (Columbus Day)We were closed that day, and YET I responded to him via email from my cell phone, informing him that I'd send it over the next dayAt this point, we had ALREADY shipped product to the customer to meet his Wednesday deadline for the installation beginningMY NEXT CONTACT with him was to tell me that he was cancelling the order, doing a chargeback and that he wanted NET TermsI HAVE this email from this customerHe said NOTHING about an unauthorized charge, just that he was cancelling and wanted net termsTHAT DAY, I issued a complete refund, minus the fees that the credit card company had charged us and the actual shipping costsI called UPS and had the material returned to us and I copied his emails to the credit card processer so that they were aware of the situationMY Next contact was [redacted] telling me to either refund the which is SOLEY our actual costs or he would turn me over to the Revdex.com and the State Attorney Generals OfficeI emailed him and told him to go ahead and do whatever he thought necessary, but I was not going to be bullied or blackmailed into thisThe ENTIRE POINT of [redacted] ***'s problem here is, he wanted NET Terms, and somehow thought that Chargebacks and blackmail were the way to get the job doneNOT GOING TO HAPPENI realize that the Revdex.com has a responsibility to the publicBut HAVE copies of ALL of the emails back and forthI even spent an entire DAY, getting [redacted] names and phone numbers of installers in [redacted] , because he told me (again via email which have) that HE wanted to change installersMy PERSONAL opinion is, that he had no authorization to do a credit card transaction, and when his company found out they weren't getting Net terms, he had to cover his butt by claiming that I had somehow done something wrongHe has filed an amended chargeback claimOur Credit Card processor is fighting that claim at this time and tells me that given the circumstances, we will winThis is HIS attempt to cast the blame on us, and we were simply doing what he instructed us to doThe LARGER question here is...IF he didn't place the order, give us credit card information, and expect delivery on Wednesday, then WHY would he have to CANCEL the order in the first place? You shouldn't have to CANCEL an order you didn't place? And yet, we have his email CANCELLING the orderSimply amazing, and THIS goes on OUR Public Record, and we have ZERO controlCould I have refunded him in full? YesShould I have? NOThe FACT of the matter is, this guy is covering himself by accusing usHonestly, this just plain ticks me off and I am NOT going to let him win by bullying and extortionDVR SYSTEMS

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***
The business should just refund the money since it is not theirs. That is the only resolution I will accept

From: DVR SYSTEMS Date: Mon, Nov 23, at 12:PMSubject: RE: ID ***To: *** *** ***With regard to the letter this morning, I guess “amending” the claim on this case, I submit the following. FROM DVR SYSTEMS We have provided proof to the Credit Card Company and they are determining what will happen hereIf they find in our favor that is fine, if not, we accept it for what it is and move on. Thank You! Bob

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** DVR systems never explained that all the equipment was changingThe equipment that was sent was a less expensive type than what was quoted.There is no change order that was signed to make all the changesOnly the communication about the change in the style of camera was agreed tothe copies of the emails show that I was in communication with DVR Systems beyond 6/29/as they statedDometic has still not received the 2nd DVR as the last communication from DVR Systems stated they were going to follow up onDVR Systems has shown themselves to be an extremely unreliable companyTheir shipments were broken up into small segments and were never on timeThis transaction started in April and as of September is still not complete

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

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Company responded via phone as follows: The business was closed due to health issues from January to April 10, This information was listed on the company website They are in possession of the order and it will be shipped tomorrow via Fed Ex or UPS The company will send
an email to the consumer with the tracking information

---------- Forwarded message ----------From: DVR SYSTEMS <[email protected]>Date: Thu, Jul 28, 2016 at 10:59 AMSubject: 7/28/2016 RE: Case [redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>7/28/2016 RE: Case [redacted] Received this morning. We shipped 8 of the 9 units. I have ZERO...

idea WHO Hunt Electronics is, but that is NOT where we bought them, nor are they the manufacturer. We PAID TWICE what Hunt SAYS they have them for. We will refund one machine, that has BEEN our intention, however there have been many personal issues dragging me away and it will get done. We will NOT, under any circumstances refund any “markup” or “profit” which is the craziest idea I’ve ever heard. WE bought these units from [redacted] in [redacted] Texas and [redacted] has told us repeatedly that they didn’t HAVE a 9th machine available to send. Thank You! BobDVR SYSTEMSTOLL FREE: 1-800-807-1271 x4DIRECT LINE: (440) 265-4726

Consumer responded via phone:The consumer has not received his refund as of today.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] Good Day,
In the response from DVR Systems they state that 48 cameras was never mentioned, but it was clearly mentioned on the phone and in an email communication.  I have attached the email where I specifically state 'we would need 48 cameras and the 64 channel DVR.'  During the phone conversation with DVR Systems I specifically stated that I would need an updated quote, invoice, and shipping detail before any charges took place on my card.  I  was assured I would get this information the same day we spoke or by the next day at the latest, this never happened.  When I checked my credit card statement on 10/12/2015 I found that I had been charged for equipment that was not authorized and charges that were not authorized since the agreed upon terms were not met.  This is when the order cancellation took place.
On the original quote from 04/21/2015 (sent to Revdex.com previously) that was not authorized, DVR Systems states shipping is free.  In their response to the Revdex.com DVR Systems states they were charged $373.31 from UPS for a returned shipment, we never received a shipment and never returned a shipment, so I would like to see the actual bill from UPS for the returned shipment fees that DVR Systems is stating they were billed with our address on it.  Even if they could provide it, no terms were ever agreed to originally on 04/21/2015 or on 10/08/2015.  Since DVR Systems failed to provide an updated quote, invoice, or any shipping information and dropped the ball as it appears they have done in the past with several disappointed customers; they lost the business and should issue a full refund instead of upsetting yet another potential customer.
 
Cordially,
 
[redacted]

---------- Forwarded message ----------From: DVR SYSTEMS <[email protected]>Date: Mon, Aug 29, 2016 at 1:59 PMSubject: ID [redacted]To: [redacted]@cleveland.Revdex.com.orgThis customer ordered an IP based system, which I quoted at $9,999.00 Delivered. I AGREE with that. He THEN contacted us and said...

he had visited one of his plants and they had motorized zoom lenses, and wanted to know if we could do that for the same price. I said we could change from the IP cameras to the 1080p, exact same camera in an Analog HD version, for the same price WITH the Motorized Lens. He said that was fine and seemed happy that we could get him the lens combination he wanted. AFTER we shipped the cameras, he called and asked me about the change. I reminded him of his request, and he said he was ok with that. I also provided, at no charge, the baluns and other equipment needed to facilitate this change order. This was NOT a change WE made, but a change HE requested. A 4.1Mp FIXED lens camera can be done at 199.00. The SAME camera with a Motorized lens is over 400.00. We talked, again, about his need for 1080p video, which the replacement cameras EXCEED and he said that was fine. I have receive NO communication from [redacted] since 6/29, nor any phone calls. I have been out of the office8/16 to yesterday on a bus install, but I see ZERO emails from him during this time either. We DID send him, the same email that we sent to ALL customers, explaining our first half 2016 and apologizing for any delays, however, again, there has been NO communication since 6/29. On THAT date, I have an email from him asking for software and manuals for the equipment, and asking why he got a 32 channel instead of a 64 channel. I wrote him back that very same day: “. To get the motorized zoom cameras we had to change the system to two stackable 32 channels to deal with the processing power needed to handle not just the bandwidth, but the raw CPU power to manage all of the zoom features. They STILL “manage” as one unit using the software and you’ll be able to see ALL 64 channels on one screen in 1080p High Resolution (or you can split them however you like) with the added benefit of not bogging down on zoom.” He has never said a thing about receiving “empty” boxes, and that is a complete new twist to this altogether. Bottom line, we provided what the customer ASKED us for in the CHANGED requests. It has been two months to the DAY since I last heard from this customer, and THREE months and two days since he SAYS he last spoke with us.  BobDVR SYSTEMS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In reply to the response from DVR Systems, cancelling the order will not help us get our order at all.  As previously stated, we needed to have the order before 12/31/2015.  I do not believe that cancelling the order and re-ordering with another vendor will resolve that missed deadline or help us get the product we ordered any quicker.  Additionally, I very much doubt we would receive our $2,177.70 back.In direct response to Paragraph 2.  As per the attached revised purchase order, the original order date was June 16, 2015 and finalized with revised terms on June 24, 2015.Paragraph 3 – The TERMS of all City of Denver purchases are made very clear on purchase orders.  The vendor was very aware of them prior to agreement.  The original purchase order listed terms of net 30.  The vendor discussed the issue with Chris Delaney and negotiated to change the terms of the original purchase order to 30% progress payment and 70% net 15 to be paid after receipt of products and final invoicing as listed on the revised purchase order (attached).Paragraph 3 – According to Chris Delaney, the Denver Purchasing Professional that worked with the vendor on this order, he did not receive any call from the vendor after the revised MPO.Paragraph 3 – Records show that check #[redacted] for $2,177.70 was paid out on July 17, 2015 and cleared on July 27, 2015.Paragraph 3 – I do not know who the discussion of GREAT detail was with, but I do know that I was assured several times that I would receive my product by December 31, 2015.Paragraph 4 – I do not understand the relevancy of this paragraph, nor does it match what we have experienced, discussed or received to date.  I will note that we have finally received line item #1 from our purchase order.  (Cost of $735).  None of the other items from the purchase order have arrived as of yet.Paragraph 5 – While I am sympathetic to the accident, it should not impact my business.  Additionally, when I spoke with the vendor on October 26 and again December 5, 2015 I did not receive any notification of a delay and was again assured that I would receive my product before my December 31, 2015 deadline.Paragraph 6 – As stated above we did receive one of the items on our purchase order.  The cost of that item as quoted is $735.  As stated above, we have already paid this vendor 30% of total order or $2,177.70 on check #21224969 with cleared in July.Last paragraph – Check #[redacted] for $2,177.70 was cleared on July 27, 2015 so I know that the vendor did receive the 30% payment.  The remaining $5,081.30 will be paid net 15 as per the attached purchase order.UPDATE:  One of the seven items on the purchase order has been received ([redacted]).  I had to call the vender last week to ask where everything else was.  I was told that it would ship last Friday, (2/5/16) and a tracking number would be sent to me today.  As I have been told this at before without follow up or product, I will wait and see.Once I receive the products and invoice, I will definitely let the Revdex.com know.  However I do want to alert other potential DVR Systems customers to our experience with them.
Regards,
[redacted]

The company responded via phone as follows: The consumer did receive a partial shipment.  The order will be fulfilled and he will receive the tracking numbers when the items ship.

10/31/15 11:57AM EDT DVR SYSTEMS, Inc. —> [redacted] Pg 2/3 Revdex.com RE: ID [redacted] vs DVR SYSTEMS Gentlemen: Aside from the BLATANT LIES in this Customer Contact, I am somewhat beside myself. It seems, today, that anyone, anywhere can simply...

write whatever they want and get away with it. [redacted] is stating the ABSOLUTE TRUTH, right up to the point where he says "I asked him NOT to bill me until" this is COMPLETELY fabricated and totally incorrect. He WANTED THIS MATERIAL TO ARRIVE IN [redacted] on the Following Wednesday. He EXPECTED shipment IMMEDIATELY, and gave me his Credit Card Information with that intent. FURTHER, his email to me stated that he had a store ready to install, he never mentioned 48 cameras and our quote had been for 54. We spent nearly an hour on the phone going over all the details, and I demoed the equipment and software via video conference. My NEXT contact with him was asking some questions about the SOFTWARE on the EMBEDDED DVR (64 channel). THAT request came on Monday, which was a Federal Holiday (Columbus Day). We were closed that day, and YET I responded to him via email from my cell phone, informing him that I'd send it over the next day. At this point, we had ALREADY shipped product to the customer to meet his Wednesday deadline for the installation beginning. MY NEXT CONTACT with him was to tell me that he was cancelling the order, doing a chargeback and that he wanted NET 30 Terms. I HAVE this email from this customer. He said NOTHING about an unauthorized charge, just that he was cancelling and wanted net 30 terms. THAT DAY, I issued a complete refund, minus the fees that the credit card company had charged us and the actual shipping costs. I called UPS and had the material returned to us and I copied his emails to the credit card processer so that they were aware of the situation. MY Next contact was [redacted] telling me to either refund the 373.31 which is SOLEY our actual costs or he would turn me over to the Revdex.com and the State Attorney Generals Office. I emailed him and told him to go ahead and do whatever he thought necessary, but I was not going to be bullied or blackmailed into this. The ENTIRE POINT of [redacted]'s problem here is, he wanted NET 30 Terms, and somehow thought that Chargebacks and blackmail were the way to get the job done. NOT GOING TO HAPPEN. I realize that the Revdex.com has a responsibility to the public. But 1 HAVE copies of ALL of the emails back and forth. I even spent an entire DAY, getting [redacted] names and phone numbers of installers in [redacted], because he told me (again via email which 1 have) that HE wanted to change installers. My PERSONAL opinion is, that he had no authorization to do a credit card transaction, and when his company found out they weren't getting Net 30 terms, he had to cover his butt by claiming that I had somehow done something wrong. He has filed an amended chargeback claim. Our Credit Card processor is fighting that claim at this time and tells me that given the circumstances, we will win. This is HIS attempt to cast the blame on us, and we were simply doing what he instructed us to do. The LARGER question here is...IF he didn't place the order, give us credit card information, and expect delivery on Wednesday, then WHY would he have to CANCEL the order in the first place? You shouldn't have to CANCEL an order you didn't place? And yet, we have his email CANCELLING the order. Simply amazing, and THIS goes on OUR Public Record, and we have ZERO control. Could I have refunded him in full? Yes. Should I have? NO. The FACT of the matter is, this guy is covering himself by accusing us. Honestly, this just plain ticks me off and I am NOT going to let him win by bullying and extortion. DVR SYSTEMS