On The Safe Side, Inc.

Review: Back in September of 2013, two (2) of my outdoor security cameras were no longer functioning, and I was also in the market to upgrade my existing security dvr recorder. I contacted On the Safe Side, Inc. to do the job after reading a couple of positive reviews about the company, as well as seeing that it was rated by the Revdex.com as an A+ rated business. I spoke with the [redacted] who told me his company did handle residential outdoor security camera installations and repairs, but the only caveat was that I had to provide the workers with an extension ladder, which I thought was an odd request considering most installers who do this type of work are already equipped with their own ladders.

Since I had the ladder, workers were dispatched to my home on September *, 2013 and they confirmed that the 2 outdoor security cameras that I called about needed replacement, not repair. The workers installed 2 new cameras, new wiring and a new security dvr system that day. Impressed with the quality of the cameras, I decided to have 4 of my older working cameras upgraded to the new cameras as well, and they were installed with new wiring on September **, 2013. I was not present during the second installation and noticed one of the new cameras needed a slight viewing adjustment. [redacted] told me that since the company was local, there would be no problem for one of the workers to come back and do a quick readjustment.

During that time, one of the workers was going on vacation the following week and then [redacted] himself was also going to be out of the office the following week after, so he was going to call me back when he returned to schedule an appointment for the readjustment which never happened. Since this was not a huge issue, I did not press the situation until there was an incident that happened next to my home and needed to contact [redacted]'s office for login information for my dvr recorder. At this point, I reminded [redacted] about the camera readjustment and he sent one of the workers who did the camera installation to handle the readjustment. The worker was not pleased about doing this .

On Friday, January **, 2014, I noticed one of the newly installed cameras was not working around 10:40pm. I rebooted the security system to see if this would cause the image to return, but it did not. I tried numerous attempts to reboot, the next day and nothing happened. When I was able to get in contact with [redacted] on that following Monday, he was going to have the worker who did the installation call me to see if anything could be done to fix the camera and if outside work was needed, there would be an issue due to the cold weather.

After once again not receiving a call back, I decided to contact another security camera installation company. The workers from the new company came to my home on February [redacted] and identified the issue as being external, and also discovered that the wiring was loose and not tightly connected. I was highly incensed because the wiring should not have been loose considering the installation was done 4 months ago and would expect a better quality of labor for the amount of money that was charged for this installation. Then on Friday, February **, 2014 at 6:40pm, another camera that was installed by On the Safe side stopped working. I immediately contacted [redacted]’s office to inform him about this newest problem and to also remind them of how they never contacted me about fixing the other camera. I received a call back from the worker who did the initial install and he had the audacity to question me as if I was mistaken as to which cameras they installed on my home rather than try to work with me in resolving this newest issue.

It is quite apparent for some reason whether it is based on my address location, ethnicity or female gender, that this company does not wish to address the issues that I have raised concerning their work product, but had no problem in collecting over $5000 from me for their unprofessional services.Desired Settlement: I want to have reimbursement for the labor that I was charged for this project. I have been inconvenienced by not having full functioning use of my security cameras which should have never have happened considering the time frame in which these cameras were installed.

Business

Response:

Dear [redacted],

As we discussed yesterday, we are more than willing and would be happy to make an appointment to service [redacted]' camera system and make the necessary repairs. Any repairs made due to our equipment is under a 1 year warranty and would be at no cost to [redacted]. Any repairs to be performed due to her existing wiring or devices would be at a Parts and Labor charge. Please let us know if we can go ahead and schedule an appointment with [redacted] to accommodate her.

Thank You

On The Safe Side Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If it was as simple as contacting [redacted]'s office when the first camera they installed went out and just schedule an appointment to have it fixed; that method would have sufficed, and there would have been no issue. Rather, I was told to turn the system off and on, in addition to "monitoring" the situation to see if the camera fixes itself and if not to call back the following day. It was also mentioned that he would relay my issue to the worker who installed the camera and he should follow-up with me which never happened. Turned off by how I needed to keep contacting his office as opposed to him offering to just have someone come to my home to fix the camera, I reached out to another company who not only came to my house within a day of me contacting them, but also advised that the wiring connection was not done thoroughly which caused the camera to not work. As previously stated in my initial complaint, when I had another camera also previously installed by his company stopped working within a 2 week time of having the 1st one fixed, that's when I felt it necessary to submit my complaint. I have no faith and confidence in [redacted]'s company to do any further work or repair in connection with the security cameras on my home. The cameras that were installed by [redacted]'s company were not faulty and fine. The connectors that I was charged for by [redacted] were incorrect and had to be replaced. There is no problem with the existing wiring on the home, and therefore did not contribute to the cameras that stopped working. I just want to be reimbursed for the labor that I was charged considering that these problems should have never happened if installed correctly from onset and for the amount that I charged, this is unacceptable. If [redacted] would like for me to have invoices submitted to identify what the new company did to restore the full function to my cameras, I will do so.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,