High Standard Security Systems

I continued a relationship the previous Property Manager had with High Standard Security (HSS) for a property I manage. After install of security cameras and other security products ordered we started having numerous issues with the products and then the service to repair the products. The technicians had to continually come out to fix the cameras, never exactly fixing the issue and always disruptive to the staff. The technicians appeared to be very UN-knowledgeable about the products they were servicing. After a period of time of continued issues and with the staff at the property asking me if there was a way to not have them come anymore to the site, I sent an email to the Owner asking if we can split ways amicably, offering him to pick up his equipment and refund us a partial credit since we continued to have issues with the products & service, and asked if we could just cancel our service agreements in place (for burglar alarms) with just 30-day notice. The Owner would not pick up his equipment, nor provide any partial refund for it as well, and refused to let us cancel the service agreements with 30-day notice, without having to pay for the full 3-year service agreements that were in place. I decided to look at having another company start covering the burglar alarm service to appease the staff at the property and figured I would continue to just pay my invoices from HSS. Upon the switch-over, HSS sent final invoices to me for both of the burglar alarms, but instead of charging me for 24 months, the balance on both the 36 month contracts, the Owner charged me for 48 months. The Owner continues not to work with us, and is demanding an unreasonable amount of money for monitoring service of a small office/residence.Product_Or_Service: Burglar Alarm Monitoring, Security Cameras & DAccount_Number: [redacted] and [redacted]Desired SettlementI would like to show this account settled and paid in full based on what I have already paid HSS for the service they did and did not provide to this property and staff. Business Response Contact Name and Title: [redacted] PresidenContact Phone: [redacted]Contact Email: [redacted]DATE: May 14, 2014 Number of Copies: - 2 -TO: Revdex.com FROM: [redacted] RE: [redacted] Business office and onsite managers' apartment burglar alarm systems. ** property manager did continue the relationship that the previous property manager had started with HSSSI. However bear in mind this security camera system was existing and was being upgraded / repaired as N.V.'s budget allowed. Cameras, DVR's, power supplies and some wiring had to be replaced. This was not a new from scratch installed video system by HSSSI. Toward the end of our service work more than half of the existing system was still old existing in place previously power surge damaged wiring and equipment. Normally I don't take jobs like this that are not 100% removed due to warranty issues. I did sign on as favor to property manager 1 being that over the last 10 years in working with her we had no job issues whatsoever and was very easy to work with. From day one on the job ** property manager made demands to change some camera locations and views that the previous manager had in place for months. To accommodate ** property manager this was done at no charge to [redacted]. Next we had installed some camera's at the North end of the complex covering the rear gates as signed for by ** property manager and pointed out to me HSSSI in person. A few days later I receive a phone call stating by ** property manager the cameras were installed in the wrong locations. Once again we move the cameras to accommodate ** property manager. We did have some cameras that had factory seal issues that were replaced eventually when allowed limited access by [redacted] staff. We made repair appointments with the [redacted] staff and most times we would drive all the way out to the job site to be refused access or extended wait times just to do our work that was not charged any extra for. One of the final stop service issues was when [redacted] manger complained and yelled at HSSSI staff on the phone and in person over an existing camera power supply [redacted] that was existing damaged that was no longer powering 2 north cameras. [redacted] onsite manager assumed this was a newly installed unit that we should warranty. As stated in our service agreement we do not warranty equipment sold by others. We do have a right as contractors to make warranty repairs to make the job fully functional. As for the request to refund money and pick up our cameras is an insult and as stated in our contract page 1 NO Refunds no exceptions. The bad attitude was becoming more apparent when HSSSI staff was finally refusing to talk or make site visits anymore due to hostile rude comments by ** property manager and [redacted] in site manager. ** on site manager was always good to HSSSI staff when property manager 1 was in charge once ** property manager came on board is when the nightmare began. HSSSI did end the camera service as requested by ** property manager under adverse conditions with no refund being all repairs had been done with a fully functional partial used and new CCTV system.As for our technicians seeming to not be knowledgeable couldn't be further from the truth. HSSSI has in house staff that has their own NV contractor's Fire - Burglar - CCTV & Access control licensing. As well as individual training certifications. This goes for our sub-contractors that performed work onsite at [redacted] also.We do not pickup equipment at customers' requests when they have abandoned the system to begin with. As stated on the service agreement [redacted] is responsible for the installed equipment. ** property manager did not give a 30 day cancellation letter writing for both burglar alarms at [redacted]. ** property manager did not make any kind of a payment until contacted by our collection company 15 days after we called ** property manager regarding a 30 day missing auto test timer on both alarm systems and she told us they switched to a competitor alarm company to monitor our in place contracted alarm systems equipment. [redacted] still does not own the burglar alarm equipment due to the 60 month of use clause not being met. ** property manager did not plan on paying 2 companies to monitor our owned burglar alarms when she did send cancellation letters on numerous other monitored sites that had month to month service agreements. As stated by ** property manager she wanted to split ways but failed to do so in the correct manner with the two HSSSI owned burglar alarms that still remain under contract. There is a second part page #2 to the HSSSI service agreement that is not shown by ** property manager that covers all ignored charges for cases like this. If another company takes over our equipment unpaid for then we charge it out to the fullest extent of our service agreement. ** property manager claims she was making changes for the ease of the onsite [redacted] mangers, when really it was for her own self gain of control. Remember this all started from day #1 by ** property manager.In closing this account is currently in for collection and will remain there until we recover our contractual fee's owed. We do not wish to work with or for property manager 2 Furthermore HSSSI as a company and its staff have been slandered enough, being this complaint goes public and we will pursue to collect for all damages done by ** property manager and her staff if they don't cease and desist on the matter!! Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Information provided from previous PM on budget limits was not true and I never conveyed such budget limits to HSSSI. I conveyed getting the best for what we were spending and to not have to complete services not needed though (i.e. replace cameras that were in good working order). More than 1/2 of the cameras originally installed are still in good working order and there is/was no reason to replace them. I never demanded anything from HSSSI, and even if I did, as a service provider HSSSI didn't need to anything they didn't want to do. I asked for a quote to install 2 new cameras (where there was none previously) for better coverage of property and to replace 2 cameras in the same area. HSSSI advised that the only way to install the 2 new cameras would be to run cabling down the entire perimeter of the property. He provided a quote for this work, which I accepted believing it was the only way to install 2 new cameras at the end of the property. Upon completion of this work, we discovered the placement of one camera in the wrong location and the cabling affixed to a wood fence (which if fell from wind would tear out the cabling and I would lose my security footage of my 2 new cameras, plus have to pay to replace the cabling). HSSSI relocated the 1 camera and took the cabling down from the fence (leaving it on the ground because they did not quote burying it or doing anything w/it to secure it). Shortly after installs were complete we had rain. All the new cameras exposed to weather became damaged as rain got inside. HSSSI had to come out to repair cameras constantly before they corrected the install issues that caused the water to get in. I will not respond to the continual issues between the HSSSI technicans and the staff at [redacted], as they both have their side to the story and definite issues were apparent. Due to these continual issues is why I asked HSSSI to end our agreements and working relationship together iambically back in December. HSSSI refused to do so. In response to a 2nd page to a service agreement- the previous PM signed agreements with HSSSI on numerous properties, and out of all of them I have no 2nd page to refer to as HSSSI states exists to the agreements in discussion. In addition, the 2 agreements w/ [redacted] are the only 2 that had no 30-day cancellation notice or limited 1-year agreements. HSSSI has been given notice on all other contracts, and would have been given notice for [redacted]S but HSSSI gave final invoices first stating we abandoned the equipment. The [redacted] agreements clearly state the "Agreement is effective for 3 years, from the date of acceptance. 36 payments @ $35.00 per month = $1,260.00." We fulfilled 1-full year and paid for the other 2 years upon final invoice; [redacted] actually charged for 48 months on final invoice and I thought this to be an error initially. Unclear in HSSSI agreement is stating the "Title of the burglar alarm equipment to remain property of HSSSI for 60 months. 36 months of minimum use required." I am not sure what "Title" is meant to derive, but the agreement was for 36 months and that is what we paid to HSSSI on both contracts. Now HSSSI has sent us to collections stating we owe an additional $5,360 to cover the cost of equipment, which if I had quoted elsewhere would be less than the $1,680 we paid to end these contracts early, the payment for services over 2 years in which HSSSI does not have to provide service to [redacted]. Final Business Response Please be advised this case has been agreed to be settled for $1000.00 out of court per property managers boss request in collection with the collection agency. Once a previous customer has been referred to collections all discussion's and final agreements must go through them. This case could have kept going back and forth with no resolution due to disagreements on the collection issue from the property management standpoint. Neither side got exactly what they wanted and it has been agreed to cut loses and move on with no further discussion on the matter on our part. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)HSSSI did not provide any type of resolution to the case. The reference of my receipt of the 2nd page to an agreement I signed was for the purchase & install of specific equipment, which was paid in full, even though serious issues occurred with the equipment and install. Since this was a completely separate agreement from what is noted in the complaint, these two agreements were never together (one time service vs. continual agreement), and based on this I cannot be expected to refer and/or know that the 2nd page from one agreement should be the 2nd page to another agreement. It states that previous Manager had 2nd page, but I have no record of the 2nd page under my agreement that was kept on file by the previous Manager, and at no point until now did HSSSI provide 2nd page or show it to be signed by previous Manager. HSSSI refused to discuss any resolution of this matter directly and continued to refer to collection company. Resolution has been made with collection company.