Reed Security

Planned upgrade on home security system. Quote and billing mishandled. Reed Security salesperson agreed to a resolution then did not follow through.Feb 2015 - [redacted] (salesperson at Reed Security) came to my house to look at my system and give me an estimate to add a flood and low temp sensor.Mar 12 - I received a quote by email for $354.50 (to add a flood sensor, low temp sensor, and a zone expander)Apr 16 - A Reed installer came, installed everything then took it all out because the zone expander was not compatible with my older cpu unit. I confirmed with the installer before he left that I would not be charged (because it was their mistake for assuming compatibility with my current system).Apr 21 - [redacted] followed up with an email and said I need a new [redacted] for $270 "added to the original estimate" (a $99 unit on [redacted]). I asked what they could do for me for my inconvenience - they had been at my house twice now.Apr 24 - [redacted] (manager at Reed Security) made me an offer in a new quote - $905 for the same work including the [redacted] (which was now $300 instead of [redacted]'s $270). He would waive the ([redacted]) $905 install cost if I agreed to a 3-year monitoring contract at $25 per month (the current rate is $20 and my own current grandfathered rate is less). I countered with a request for him just to cover the $270 CPU and maintain my monthly monitoring rate.Apr 29 - [redacted] countered with $696 (now the THIRD different price for the same work) for install and keep my current monthly monitoring rate, or the same offer as before (no charge install in return for a 3yr contract at $25/mth). I asked [redacted] - what if I supplied the [redacted] myself? Would the cost of install be back to the original $354.50?May 5 - [redacted] emailed me back - "yes" my install fee would be $354.50 if I provided the new [redacted] ($99 on [redacted]). This was an acceptable resolution.May 9 - I emailed [redacted] to ask for confirmation of his agreement via a new quote that included install of my "customer-provided" CPU. He would not email me a new quote. I would never hear from him again. May 13 - I emailed [redacted] again. Still no reply.Jun 10 - I received an email from Reed Security for an outstanding balance of $372.23 - probably for the technician visit when he installed and removed the parts on Apr 16. Furthermore the original quote was $354.50 - Reed Security's quote on this job has now changed FOUR times. July 13 - I received a second email for my outstanding balance of $372.23 - so I called the Accounts Receiving number in the email - the person who answered the phone said he would forward the issue to [redacted] and ask why I owed money... 2 months later in September I have yet to hear from [redacted] or anyone at Reed Security.[redacted] I was mis-quoted on my upgrade after a rep actually visited my house to check out my system. Then after an unsreasonable price on the new CPU ($270-300 for a $100 retail unit) their only offer was to lock me into a contract. I received three different quotes for the same upgrade - all from the same salesperson. [redacted]Desired SettlementI would like Reed Security to come in and install my upgrade (low temp sensor, flood sensor, zone expander, and now the new [redacted]) at their original quote of $354.50. I am not changing my monthly monitoring plan.Business Response [redacted] For the most part we don't contend anything Mr [redacted] has said in his statement except the fact that we do not provide quotes we provide estimates. * March 12 estimate [redacted] was created [redacted] April 6 we attempted to install the equipment form Est [redacted] but found there were compatibly issues with the zone expander and the [redacted]o We do acknowledge that an invoice of $372.23 (354.50 +tax) for the service on April 6th was created. We did briefly try and collect this but when we realized we were unlikely to complete the work, it was, at our expense, credited. To be clear Mr [redacted] never paid for the service or parts on estimate [redacted] as we were not capable of completing what we said we would.o Mr [redacted] was advised there would be a significant cost increase to complete the work and then he was asked what he wanted to do.* Aprilo We do acknowledge sending several different estimates to Mr [redacted] all with varying prices§ The key thing is these are all estimates. In the end it may cost more or less to complete the final job.[redacted] o We don't dispute or deny that some of our equipment can be sourced cheaper elsewhere and to that extend Mr [redacted] may purchase from whomever he so desires. We choose our suppliers more based on warranty then price. o In general it's our policy to only install Reed supplied equipment. Customer supplied equipment typically takes more time to install and there is always the risk, if the part does not work who "broke" it or if it causes an issue with other equipment is the warranty valid.§ It is certainly possible that Mr [redacted] ask [redacted] about him supplying the [redacted] and that [redacted] thought it was a good idea but was later told by the office manager that we won't install customer supplied equipment[redacted] We currently have an open estimate #[redacted] for $641.00 this estimate is subject to a 3 year contract @ 24.95 ([redacted]), we would be willing to provide an estimate at $905.00 with no contact. We believe we should be able to complete the work for this amount but would again remind Mr [redacted] that this is just an estimate. Asking us complete an estimate at a price we know we can't will just result in a bill for the additional cost. Whenever we know in advance that the cost will be higher we always try to get a new estimate signed, so the customer is not surprised in the end. As of now Mr [redacted] has not been billed for anything related to this upgrade and he is under no obligated to Reed expect under his current contract to provide 90 days advance written notice to cancel his monitoring and payments. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] ([redacted]). [redacted] I stand by my original resolution - for you to honour the original estimate given to me. Your sales rep came to my house and performed a complete inspection - he did not give me a blind estimate - he was in my home and knew what he was dealing with.Final Business Response [redacted]Our previous offer stands estimate [redacted] - $641 with a new 3 year contract @ 24.95 or an estimated $905 with no contract.

We have had a camera system installed by Reed at a cost of nearly $4,000 CAD it has worked properly for about a month, and never fixed.When we purchased the cameras, which are bullet type cameras with infrared night vision. [redacted]. Reed came and told us we could remote view these cameras and move them and zoom in, which gave us peace of mind. I could see from my computer underground that everything was ok. After install (which I did all the attic work for the installers)that took less than 2 hours they charged me $900 CAD for labor at a total cost of $3900 for 3 cameras and a dvr. I complained about the $450/ hour labor charge and they lowered it by $300 but charged me 200 for the bridge to look at the cameras online, seems they forgot it. For the 1st month we could view the cameras from any computer that we downloaded their program onto, although we could not zoom in or pan the cameras. Within a month or so the system quit working. We were planning on going to [redacted] in 2 weeks from then and needed it fixed. Reed stated they would come within the week and never did. When we returned from [redacted], it took almost a month to get them out. The installer made it work within 5 minutes and left, I received an invoice to pay $180, which we did. Within a week it quit working again, but this time a camera quit working as well. The installer came out in about month and said the camera(which at this point was around 6 months old) was faulty and that he would have to charge us for a new one, and that the bridge to watch the cameras online was in fact the wrong one. I would have to purchase a commercial sized one at an extra $200. he got it to work and before he left my driveway I called and said it didn't work again. The installer who promised to call me to fix this called me a week later and said the cameras were out of stock, so he would have to call me when they get in. This is now 3 months later, no call from the installer and a bill for $181.50 for him fixing the bridge for the 3 minutes it lasted. [redacted]. Now with only 2 out of 3 cameras working, and no ability to view the cameras away from home as promised, we are at a loss[redacted]Desired Settlementwe would like Reed to come out, take their equipment off our property and reimburse us fair market value of the system. No less than $2500.[redacted]Business Response [redacted]Sept 26 2013 - installed 3 Camera's & DVR (digital video recorder) System @ [redacted]Nov 6 2013 - Returned to add a wireless access point so that the cameras' could be viewed remotely. Because of the location that Mr [redacted] chose for the DVR, a wireless access point was required to connect the system to the internet. This was not contemplated on the original quote. There were no notes about any issues with any of the cameras at this point. [redacted]Nov 8 2013 - Mr [redacted] was given a net credit of $151.24. [redacted] Many customers don't realize that not all labour is done on site. There is the obvious travel time in this case we made two trips when we only planned one. There is shop time where the installers prep the equipment for install, review the install with the sales team and then plan the most efficient method to do install. This is all done to limit the time on site as most customers want to get back to work quickly. Mr [redacted] was in the end provided a system for less than we told him it would cost - with more devices than originally quoted. Total original estimate $3930.00 plus tax no wireless access point as it was stated on the work order that the system was to be installed in a location that had internet access. Total paid $3792.50 including wireless access point and two trips to the client site.Feb 6 2013 - 90 day warranty on labour ends. Customer is now covered on parts only, and only as per the individual manufactures warranty. See website for warranty information http://reedsecurity.ca/request-service.aspxJuly 16 2014 - We were called out to Mr [redacted]'s home because the wireless bridge was not working. The tech reset and reconfigured the wireless access point so the system working . It was also noted that one of the cameras was only working intermittently and would likely need to be replaced, possibly under the manufacturer's warranty. Invoice [redacted] was created for the 1.5 hour service call total $181.50. This invoice is still unpaid as of today. Sept 12 2014 - We emailed Mr [redacted] about the invoice he advised that the wireless bridge failed shortly after the Tech left and that he was still waiting on the camera repair and so he was not yet willing to pay the invoice. We replied and confirmed that we were still waiting on parts.Feb 19 2015 - We emailed Mr [redacted] about the invoice he advised us the same as he had in Sept 2014. We reviewed the file.March 6 2015 - Mr [redacted] was called and it was explained that, at the time, a non-commercial grade router was selected for the wireless access point. This turned out to a be poor choice as it was, in the long term, not well suited to the load it was handling. This is likely why it was failing. While the wireless access point, since it is not commercial grade, effectively has no manufacturer's warranty. Nevertheless, we decided to cover it in house. We offered to upgrade the router to a commercial grade router if Mr [redacted] pays the cost difference between the two - approximately $100 to $200. He would also be responsible for both the original service call and the subsequent service call to re-install the commercial grade router as he was past the 90 days labour warranty. The camera was discussed briefly. Mr [redacted] advised that he was able to get the camera working periodically but not consistently. He was advised that we were still looking into this but a service call to test the camera in place may be required to enact the manufacturer's warranty. Mr [redacted] advised that he would discuss with his wife and get back to us the following week. April 8 2015 - We emailed Mr [redacted] about the invoice. In response, Mr [redacted] called to advise us he would be filing with small claims. We advised him he is free to do so, if he so chose. He was asked if had considered our offer to replace the wireless bridge and he advised he had another provider who would take over the system if he could "get reed out of there". He was advised that he was welcome to proceed with another provider as he has no contract with us. We also advised that the service call from July 2014 was still billable and that if he did not pay, it would likely be forwarded to a collections agency.April 9 2015 - Mr [redacted] was advised via mail that we would be willing to extend a free service call to look at the camera and that we had been able to source a replacement camera and that we could proceed with replacement if the service call determined that the issues would be warrantable. He would be responsible for shipping and labour on the replacement camera.While we apologize for the delays in bringing this file to a resolution, we feel we have provided Mr [redacted] a commercially reasonable solution that is in line with our warranty policy.All equipment currently on site is owned by Mr [redacted]. If he would like us to remove the system we would be happy to do so. He is welcome to re-sell the equipment as he sees fit. We do not currently provide solutions that require used or refurbished equipment. As such, we are not willing to purchase it back from him. Unfortunately with constant changes in technology and the fact the every camera solution is customized the customer's needs, the fair market value of a used 2 year old camera system is likely nil. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do understand that not all labor is done on site, but loading a truck with boxed material is not something any customer should pay for. on the original quote it does say "software for remote viewing and app for phone. When they returned to add the bridge there were no complaints because I could not see the cameras unless I went into a back room to view them. How is it possible in the above statement that my warranty ends 8 months before the system is installed, [redacted]. there is no mention of the calls with the installer, right after he was at my house to repair the bridge, who I was told by the company to deal with directly, who promised me he would fix this, because the camera was faulty, and never called for months. Now they want me to pay for no less than 3 more service calls at $200 each, to fix a problem that they created. This is directly what [redacted] said to me on the phone. If we look at the last time the system worked, which is early 2014(Feb), I called as we were going to Costa Rica and needed the system so we could view our property. The system was not working, we did not get a service call until July 16, as the company stated above. The installer on this visit told me the camera was faulty and he would source a new one, when he left I called the company within minutes explaining the system quit working again. They gave me the installers number and I called him directly. He said he would call me when the parts arrive, again that didn't happen. Although I do agree with the company that the system is worthless, her estimate of 2 years is ridiculous as it would have to be November 2015 for that to be accurate. I will repeat this statement, THE INSTALLER SAID THAT YOUR COMPANY INSTALLED THE WRONG BRIDGE FOR THIS SYSTEM TO WORK, AND THAT YOUR CAMERA IS FAULTY. The only correct line of action should have been to offer at no charge, to fix your mistake. You on the other hand tried, not only to charge me, but then tell me it will be an extra $600 worth of visits, over and over tell me you are looking into my account and will get back to me, but don't. On 2 occasions I waited over 2 months for a return call to fix this. [redacted]. So to answer the one question, I did seek advice. That is why I cannot, have any other settlement other than a complete removal, as this system fails the next time, and from past results, I have to assume it will. I will have to pay the service call price of $200 multiple times, [redacted]. It is not my fault that the system they chose for my house, was not only inadequate, but grossly overpriced for it's ability. [redacted]. [redacted]. That is why $2500 for the system is not only fair, as I have had to incur a $1500 cost for a system that has worked for less than 4 months total, that is going by reeds timeline above. (pretty expensive).[redacted]Final Business Response Our position remains essentially unchanged. There are only two items in the system that are not functioning and we have outlined a plan to replace both.The original quote does state "software for remote viewing and app for phone". It also states customer under supplied by client "high speed internet to our specifications ... - router/switch with open ports". Since high speed internet was not available at the location where Mr [redacted] wanted the system installed a wireless bridge was required to connect to the internet. In the end, we were able provide Mr [redacted] his entire system with a wireless bridge for less than we originally quoted. Regarding the labour warranty on work order [redacted], "the wireless bridge", it ended Feb 6, 2014 90 days after install. I am very sorry, 2013 was a typo. The labour warranty on work order [redacted] "the cameras" ended on Dec 26, 2013. If Mr [redacted] would like to provide specific dates, with evidence, for the various statements he has made, I can attempt to investigate more on my side. As of now, I have outlined the information we have.We have acknowledged that the non-commercial grade service bridge that was installed did not work as expected. We have also stated that we are willing to upgrade Mr [redacted] to a commercial service bridge at our cost. However Mr [redacted] will have to pay the price difference between the two.We have a replacement camera and, subject to verification, we are willing to proceed with coverage of the camera under warranty. We have indicated we are willing to do the verification at our cost.