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Hawkeye Security & Electronics, Inc.

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Reviews Hawkeye Security & Electronics, Inc.

Hawkeye Security & Electronics, Inc. Reviews (6)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
I have requested that the projector be comparable to the projector that I originally purchased
Regards,
*** ***

As the customer states, there were some initial problems with the *** provided router at the time of the installationThe A router that was not provided by us is beyond our controlWe did, however work through the issues at no additional expense to the customer. The cameras that were
installed were exactly what was quotedThe system is not obsolete, although a new version of the camera was released a couple of months agoIt is common that new models are frequently introduced. The customer was happy with the camera views from the date of original installation in October until July They are 1080p resolution as quoted, but when viewing a large area would not be expected to identify a license plateEveryone in my company is very aware of this and we would never have indicated that this is possibleThis expectation was never mentioned by the customer until this complaint These cameras use Infra-red illumination (IR) for night visionThis technology has limitations including the fact that to see at night, the cameras go to a mono-chrome mode (black and white)That is just how IR worksIR is the most common form of night-vision for cameras in the indusrtyThe original cameras that were sold and paid for did have a limited range of 50’As was mentioned in the complaint, after 9-months of the customer being happy with the system, we installed upgraded cameras at no cost to the customer to provide an IR range of 82’This was done on September 23rdThe next day the customer reported “Oh wow, these are great”To be fair, the original cameras that were quoted and purchased were a little less powerful than should have been sold for the area that the customer wanted to see That is why we ag*** to the upgrade to much more expensive cameras at no chargeTo be clear, the system never had any failureRather, the customers’ expectations of night vision changed 9-months after the installation. Other inaccuracies in the complaint include that the customer saw similar complaints on Revdex.com and that ***, our operations manager, suggested that she contact the Revdex.com to request a refundThese are certainly not the case. In summary, we have gone above-and-beyond to provide an upgraded system when there was never a failure on the part of our installation or the equipment. Thank you,***
***Hawkeye Security and ElectronicsEast 10th Street, Jeffersonville, IN 47130###-###-####

*** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** *** *** ** *** *** ***
I am disappointed that this ended up being directed to the Revdex.comAs you can see below, attempts were made to reach the customer to
resolve the issue, but she was out of the country
The customer called me back this morning and we resolved the concern to her satisfaction
Thank you,
*** ***
Hawkeye Security and Electronics
East 10th Street, Jeffersonville, IN
www.HawkeyeSecurity.US
They are watching…We are THEY!!!
1SI Business of the Year award recipient
From: Jennifer Lampton [mailto:[email protected]] Sent: Sunday, July 05, 6:PMTo: ***@HawkeyeSecurity.USSubject: Re: Theater projector
***,
I have been out of the country for the last week and did not receive your call until tonightWe are heading back to Southern Indiana tomorrowI will try to give you a call sometime tomorrow or definitely by Tuesday
Jenny LamptonSent from my iPhone
On Jun 29, 2015, at 4:PM, *** Drexler wrote:
Jennifer,
I have called several times and received an unusual voice-greeting that your phone is out of servicePlease call me at your convenience at
Thank you,
*** Drexler
Hawkeye Security and Electronics
East 10th Street, Jeffersonville, IN
Office:
Cellular:
www.HawkeyeSecurity.US
They are watching…We are THEY!!!
1SI Business of the Year award recipient

I was not able to reply to the complaint in time and it has since then been closedI have attempted to contact *** before the complaint and afterI want to re-open this complaint as I'm dissatisfied with the information that he has mentioned in his emailI have all documentation that will prove my case to be factual. His statement of me owing money on a contract- that does not exist). His employee *** confirmed on the phone that I was not under a contract and did not have any balances at my home at *** *** *** Charlestown, IN. I have asked him to show me a contract.. He mentioned that I agreed to use my tenanats phone in July of I did not have a tenanat in my bulding at that tiem. My building was vacant.The analog phone at east 10th Street was installed on July 26, per *** This was a requirement because we have a fire /security alarm###-###-#### with ** * ** It is and has always been active for that purpose I mailed the final payment on the ELM accountI agreed with his employee *** when she stated all service calls would be taken off but one and the invoice would reflect that- along with the cost of the equipmentThe invoice was paid in the amount of $245.00. This check was mailed to his office and I have not seen this check clear with my bank/ he will not reply that it has been received. YES there was a lock out code on the equipmentI have the equipment and was present at the time of the installThere should not have been a lock out code on the equipment that I own. There was no contractDue to the lock out code that was placed on my existing panel I had to purchase a new panelThe cost was $600.00.I also paid $which is hours of labor for the (Correct height) and relocation of all Rate of Rise Heat Detectors up to ceilingI take FIRE very seriously and *** did not install these at the correct height-per the manual. These are the charges that he is responsible to reimburse ELM Properties. Please contact me asap to discuss and the proper way to handle this. This is very serious and everything he has mentioned is FALSESincerely, *** ***ELM Properties', LLC###-###-####

On February 24th, 2016, *** *** (Husband of *** ***, and the person we believed was authorized to request service calls) called the office and spoke to ***, regarding the fire department had been out there because they had a alarmIt was explained that we were unable to clear the
issue remotely and scheduled to meet him out the following morning Upon our arrival, we found that the smoke alarm was full of water due to a leaking roofWe advised the tenant the leak in the roof would need to be repairedWe returned on March 4th to reinstall the replacement smoke detector after we received a call advising that they were ready, but were unable to access the part of the building we needed to get toWe returned on March 9th and were able to replace the smoke detectorThis appointment was scheduled with *** *** as wellAt this time, we found that the system had a communication issue as well When the system was originally installed in 2012, the customer was advised that two forms of communication were required by fire codeThe system used cellular, but also required either Internet or a telephone lineThe customer did not have either, so it was agreed that we would use their tenants’ telephone lineThis was not a mistake on our part, it was the planOn March 4th, we determined that the tenant had changed his telephone serviceAt that time, we attempted to contact both *** and *** ***, whose voice-mails were fullAfter eventually reaching *** ***, we were advised that they had their own telephone line installedThis was the first that we had ever heard of itWe made a return trip to meet him to attempt to connect the phone lineWhere it was marked in the *** telephone box, the line was deadAfter further testing by ***, we returned and found that the line was live in another locationWe connected this and made the system whole In all, we had seven trips to the location over the 3-week periodI felt that this was excessive and accepted responsibility for some of the runsMy invoice was for $including the cost of one smoke detector and four total trips: 1) Diagnose smoke detector that was full of water 2) Return to replace smoke detector 3) Return to troubleshoot telephone lines (One area wasn’t available on trip 2) 4) Return to connect telephone lines The customer felt that she shouldn’t have to pay for the service calls on the phone linesOn June 6th, a compromise was reached with the customer to pay $totalAfter this revised invoice was sent, she wanted to renegotiate it againThe following day, this Revdex.com complaint was filed To address other points made by *** *** in the complaint: Ø We have conceded our invoice that was originally for four of the seven trips that we made down to twoI do not see a reason to compromise any furtherØ As has been explained to them, As the owners of the building, they will always be notified of a fire alarm regardless of what area the fire alarm occurred inØ Of the systems that we had installed in both their home and business, neither was proprietary or locked outIf their new service provider was unable to enter programming on the business system, it is likely that one of the areas was armedThat is how multi-tenant systems work: You can’t access programming unless all areas are disarmedThis is what led to our multiple trips to their location: We couldn’t work on the system until all tenants had their systems disarmedØ The heat detectors were installed at the correct heightTheir new service provider is confusing the code for smoke detectorsØ It seems that the new service provide took advantage of the ***’s frustration to take and additional $from themWe are not going to reimburse them this amountØ If the ***s want to cancel their monitoring service at their place of busienss because they are upset about a roof-leak causing a alarm on a smoke detector, they are free to do soØ They are free to cancel service at their business locationHowever, when they moved to their new home, they received a substantial discount on the system of $in exchange for agreement to a 36-month contractWe will be seeking compensation for this amountThank you, *** *** *** Security and Electronics East 10th Street, Jeffersonville, IN www.***Security.US

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was never any "quote" given with any specified camera names or specifics. We were specifically told by [redacted], who is not even with your Company any more that this would be HD quality and that plates on cars would be clear to read. I have brought this up, in addition to the laundry list of other FAULTY PRODUCT ISSUES since the original cameras DID allow you to see plates and now the "new" cameras do not.  From day one we were given a piece of paper that says 4 channel CCTV , 3 IR Cameras with NOTHING else that you claim everyone in your company seems to know. 12 months parts/labor through Hawkeye and 3 year warranty through "[redacted]" on equipment, this all handwritten with no warranty card from [redacted] Technologies. There never has been a "large area" to view and the original cameras would pick up cars at night. It was when the front camera FAILED and just completely STOPPED WORKING at night only (which again, IS EQUIPMENT FAILURE) that I started asking what the night cameras should look like and a tech came out claiming ANOTHER EQUIPMENT FAILURE of the entire DVR unit not working correctly and that the unit had to be sent away. That same front camera is still here and still does not work at night. It worked before and has nothing to do with the IR vision or positioning. It is faulty and [redacted] Technologies has also ag[redacted] with this.Everyone I have talked with has given me a different story on why I needed a different router, why this didn't work or that didn't work correctly and are clearly not trained on the same equipment. IF the owner would actually take the time to contact customers instead of allowing [redacted] to do all the talking maybe he would realize this problem. I do also still have the text stating "There is a huge difference in the night cameras, Now, lets hope it keeps working". No word on they are great just that there is a difference in the night lighting. The owner, [redacted], never once contacted us in regards to any of our problems or request to remove the system. I also was never once was told by [redacted] to contact the Revdex.com to get my money back, the problem is [redacted] was never given the authority to give us our money back by you, the owner, or to make anything work correctly and I told him twice before, after not getting any return phone calls that I would take this to the Revdex.com since this is FAULTY equipment that is not a year old and terrible customer service. The excuses of having to train new people, [redacted] being out in the field doing installs, where among a few. While here I was also told the connections your Company uses are cheap and should be upgraded from your own employees.Instead of Hawkeye "doing the right thing" or "making it right" I have had to make contact directly with [redacted] Technologies who have already stated the back "new" camera was either bad out of the box (again with more FAULTY EQUIPMENT) or the installer damaged the lens when installing, in which [redacted] Technologies have already shipped a replacement lens for ME to have to climb out on the roof to replace. They have also attempted to make adjustments to the cameras remotely and to also replace the original front camera that does not work and was the start of all these problems. I was waiting to see if you would uphold your "contract" to refund our money but see that is not your intentions. Instead placing blame on the customer even though I have several examples of blatant EQUIPMENT and installation PROBLEMS along with just getting the run around.  
Regards,
[redacted]

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