Integrity Security & Integrated Systems, Inc.

[redacted]'s DVR broke down.  I quoted him to replace the unit.  Days after it's replacement, he called stating he did not like the operation of the unit.  He preferred the "jog dial" and wanted a replacement that operated the same as the old unit.
I did explain to...

him the new DVR units do not operate in the same manner and we have hundreds of customers that use the model we had installed.  I asked him to practice with it in order to learn it.  He call again stating he did not like the operation.
Trying to accommodate Sam's request, I spent many hours searching for a unit with a jog dial that was available from a reputable source and quality manufacturer.  Honeywell still made such a unit and I spoke with their tech support department to verify it's operation.
At no charge I took back the first unit and replaced it with the "jog dial" unit.  This unit does not operate precisely as the bad unit did ...  the jog dial has different functions.  I sent technicians to his home on several occasions to orientate him, again at no charge, on how to use the unit. because there are not other options available.
Sam chooses to be discontent with the system because he is unable to understand it's operation even after spending considerable time to educate him on it's use.
 
Finally, I had my technician call him to pick-up the unit and we would refund him the price of the DVR, but not the installation fee.  Though we did not charge Sam a restocking fee for the first unit and no installation fee of the new DVR, Sam stated that he would like half of the cost of the DVR back and
insisted that he will keep the DVR if we give him the 50% refund.  I expressed to him that this was not a fair compromise and a very unreasonable request, and anyone else would think the same.  I asked why he wanted the DVR if it was so hard to operate ?  Sam avoided the question. 
He became very indignant and rude while making threats to report us to the Revdex.com.  At this point I informed Sam that we are obviously not going to come to an agreement on what is fair, as well as asked him not to call my firm again.
 
Sincerely,
 
[redacted]

Review: This complaint filed against Mr. [redacted] of Integrity Security Co. of SLO background: In July of ’06 I bought and Mr. [redacted] installed 4 cameras and a visual control system. This unit was simple and effective for a private home. The greatest feature of this system was the instant scrolling control which immediately brought to your attention what was going on within the view of any of the 4 cameras. “Scrolling” is merely the turning of a large knob on the screen which tells the operator what is going on now and what went on prior just a few seconds, minutes or hours ago. This was the only feature that enthused me, my neighbors and the police on several occasions. This wonderful system burned out in 2013and I asked [redacted] to get me another. After a few months [redacted] reported back to me that my units were no longer available, but that he was in an exhaustive search to find me another with the same features.

After an extensive and expensive (?) search, Mr. [redacted] called and said that he had had located a unit with the scroll back feature. On the day of its installation, the two security system techs were unable to show me how to retrieve the scroll back feature, so they called the Honeywell factory engineers. The latter did not have the answers but would call back in 20 min. When Honeywell did call back the feature might be as follows – so take notes. The system tech said he’d take the motes where upon he scribbled some large Asian type symbols (5) and stopped. After 6 or so entries – careful, if you push the wrong button it’ll demand your security code – what security code? The system is obvisiously not feasible for a home, but more for a warehouse or factory. I asked Mr. [redacted] to take back the unit and return my money. He declined in a “shut up and listen manner!” Second need for correction. The camera cables were bought from the attic through the ceiling at 3 incorrect spots leaving 3 ugly holes with threaded inserts. These must be repaired by a plasterer of my choice not [redacted]’s. Biddle cost $135 total for this complaint : $566.00. As the cop said : “By the time one went thru a operation, have an intruder with a knife with a knife at your throat”.Desired Settlement: Return in full $414.00 and Integrity has 5 days in which to take the inappropriate, unless or I reserve the right to donate the unit.

Business

Response:

[redacted]'s DVR broke down. I quoted him to replace the unit. Days after it's replacement, he called stating he did not like the operation of the unit. He preferred the "jog dial" and wanted a replacement that operated the same as the old unit.

I did explain to him the new DVR units do not operate in the same manner and we have hundreds of customers that use the model we had installed. I asked him to practice with it in order to learn it. He call again stating he did not like the operation.

Trying to accommodate Sam's request, I spent many hours searching for a unit with a jog dial that was available from a reputable source and quality manufacturer. Honeywell still made such a unit and I spoke with their tech support department to verify it's operation.

At no charge I took back the first unit and replaced it with the "jog dial" unit. This unit does not operate precisely as the bad unit did ... the jog dial has different functions. I sent technicians to his home on several occasions to orientate him, again at no charge, on how to use the unit. because there are not other options available.

Sam chooses to be discontent with the system because he is unable to understand it's operation even after spending considerable time to educate him on it's use.

Finally, I had my technician call him to pick-up the unit and we would refund him the price of the DVR, but not the installation fee. Though we did not charge Sam a restocking fee for the first unit and no installation fee of the new DVR, Sam stated that he would like half of the cost of the DVR back and

insisted that he will keep the DVR if we give him the 50% refund. I expressed to him that this was not a fair compromise and a very unreasonable request, and anyone else would think the same. I asked why he wanted the DVR if it was so hard to operate ? Sam avoided the question.

He became very indignant and rude while making threats to report us to the Revdex.com. At this point I informed Sam that we are obviously not going to come to an agreement on what is fair, as well as asked him not to call my firm again.

Sincerely,