Home Electronic Specialists

text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-">Thank you for bringing Mr***’s concern to our attention
Mr***’s Home security system was monitored by Home Electronic Systems(HES) until he cancelled it on Monday September 26, Mr*** offered no advance notice that he wanted to switch companiesI actually called and left him a message to inquire where to send the bill for the upcoming year of monitoring, as we require payment at the beginning of each year of monitoringWhen Mr*** called back, he stated that another company was “was actually there right now” but they could not get into the panel because they needed “some kind of code” to get into programmingI explained to Mr*** that we were not allowed to give that code out as it is a security code used on all of our systemsI explained very calmly that any security company that knew what they were doing, would easily know how to do a hard reset on the panel, which would restore the entire panel to the factory default settings, eliminating the need for our security codeThis process is documented in the exact same manual that the new security company would need to program the new system. So the fact that Mr*** paid $for a new board may be unfortunate, it was completely unnecessaryEvery security company I’ve ever worked for practices the same principles with the installer code, and it is known that all you have to do is factory reset the panel and enter in the new programming for the company. I even went so far as to explain the solution over the phoneIt is a very simple process that only takes a few minutes (far less time than replacing the mother board) We do offer to come out and deprogram the system when a client is moving or they give us advance notice and go through the proper means of scheduling. Mr*** was demanding that we come out that day because the company was already on site. As I calmly and professionally explained that we were almost weeks out for scheduling, and was trying to explain to him that if we could somehow get out there sooner, we would…Mr*** then became very upset, and issued the verbal threat….”let me tell you ***, I’ve been around the block and I am not someone you want to make enemies with….having said that..have a nice day” and hung up.
Having an installer code keeps the integrity of the security systemThe company with the installer code is responsible and liable for the programming in the security panel, should an alarm situation occur. For the dealer’s protection, the programming code is in place
*** ***
Office Mgr/ Scheduling / Service
Home Electronic Systems, IncWillis Miller Drive
Hudson, WI www.hesusa.com
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###-###-#### FAX

Review: Paid for this company to install/update security and monitoring for my home. Decided after 2 years to go with a different company after my agreement expired. The new company said they could not get into the system, as HES had locked everything. I called HES to release the lock. they said no. They said new company can simply re-program, and it is " a part of the fee for monitoring". I asked that if it is part of the fee, why should it be locked. It is mine. He stammered and said no, or I would have to pay for someone to come out. I had to pay $60.00 for a new board for the system.Desired Settlement: 1. Change their practice of holding hostage a paying customer.2. refund me the $60.00 for the board.3. I will be in contact with the attorney general of MN and WI regarding this practice.

Business

Response:

Thank you for bringing Mr. [redacted]’s concern to our attention. Mr. [redacted]’s Home security system was monitored by Home Electronic Systems(HES) until he cancelled it on Monday September 26, 2014. Mr. [redacted] offered no advance notice that he wanted to switch companies. I actually called and left him a message to inquire where to send the bill for the upcoming year of monitoring, as we require payment at the beginning of each year of monitoring. When Mr. [redacted] called back, he stated that another company was “was actually there right now” but they could not get into the panel because they needed “some kind of code” to get into programming. I explained to Mr. [redacted] that we were not allowed to give that code out as it is a security code used on all of our systems. I explained very calmly that any security company that knew what they were doing, would easily know how to do a hard reset on the panel, which would restore the entire panel to the factory default settings, eliminating the need for our security code. This process is documented in the exact same manual that the new security company would need to program the new system. So the fact that Mr. [redacted] paid $60 for a new board may be unfortunate, it was completely unnecessary. Every security company I’ve ever worked for practices the same principles with the installer code, and it is known that all you have to do is factory reset the panel and enter in the new programming for the company. I even went so far as to explain the solution over the phone. It is a very simple process that only takes a few minutes (far less time than replacing the mother board) We do offer to come out and deprogram the system when a client is moving or they give us advance notice and go through the proper means of scheduling. Mr. [redacted] was demanding that we come out that day because the company was already on site. As I calmly and professionally explained that we were almost 2 weeks out for scheduling, and was trying to explain to him that if we could somehow get out there sooner, we would…. Mr. [redacted] then became very upset, and issued the verbal threat….”let me tell you [redacted], I’ve been around the block and I am not someone you want to make enemies with….having said that..have a nice day” and hung up. Having an installer code keeps the integrity of the security system. The company with the installer code is responsible and liable for the programming in the security panel, should an alarm situation occur. For the dealer’s protection, the programming code is in place. [redacted]Office Mgr. / Scheduling / ServiceHome Electronic Systems, Inc.2337 Willis Miller DriveHudson, WI 54016www.hesusa.com###-###-#### PH###-###-#### FAX