Rougeot Electric

Complaint ID#:
...



951826


Company Name:


Rougeot Electric, LLC


Company Contact Name:


Roger Rougeot, Jr.


Company Contact Phone:


###-###-####


Company Contact Email:


[email protected]


Consumer's Name:


[redacted] Laporta


Revdex.com Staff Member (if you know):


**No Response**


Complaint Information:


4/8/14 I was contacted by Helen Laporta to check out her alarm system to make sure it was still in working order. I went to her house and she explained to me that she hadn't used it in a long time and she was worried about its operation. I reviewed the system with her and determined that the smoke detector needed to be replaced. I was the actual installer of the alarm system when it was installed in 1989. During our conversation about the original installation being done by myself for another security company who had gone out of business shortly after her installation, which allowed her monitoring contract to be sold to the company she has now. I explained to her that since then I made some changes and I now could provide monitoring services. She asked how that was done and I explained that I sub-contracted a company to do the actual monitoring. She then mentioned to me that she thought she was over paying for her monitoring services. I told her I could provide that service for $20/month. She thought that was great and said she would rather give the business to me as she has been a friend of mine and my family for many, many years. She knew she had already paid her current monitoring company for a years’ worth of service. I explained to her that she could switch to my company and then cancel the other service and get a refund from them. She was happy with that suggestion. I told her I would order the smoke detector and get back to her once the part came in. After the part came in I made a couple of attempts to make an appointment to replace the part but me were unable to setup an appointment for a couple of weeks due to her schedule and mine. We finally were able to make a date to do the work. When I arrived, I first replaced the smoke detector then proceeded to program the alarm panel with the information that my monitoring company needed. When I attempted to reprogram the alarm panel I realized that I didn’t have the proper programing manual for her system. I explained to her that I would have to contact the support department and get the information I needed. She said Ok, no rush. I was delayed in getting the information and [redacted] even called me to make sure I was going to get to her mother’s house to finish working on the system. I was finally able to make a date to do the work. I arrived at Helens house and reprogramed the entire alarm panel, tested the system, took down all of the required contact information and left, leaving Helen very happy. Shortly thereafter [redacted] contacted me telling me that her mother had no business switching alarm companies as the house was no longer in her mother’s name and that she made all the decisions. We talked briefly, hoping I could convince her to allow me to have the contract, but she didn’t want to switch. We agreed that I would refund 11 months of the monitoring fee that was paid. Which I promptly did as agreed. Now comes the problem. All security panels have an “installer code”. The purpose of this code is to prevent unauthorized persons from tampering with then alarm panels and to make take overs of alarm panels more difficult. When I reprogramed the alarm panel I installed “my” installer code so only myself could make changes to the programing, which is an industry standard. So the problem that Ms. Laporta really has is that the company that she has had for the last 25 years is incompetent. They know that the “installer” code is like a “master key” to alarm panels and if the positions were reversed, they would not by giving me their “installer” code. No professional alarm company would just give out a “master key” to all its alarm panels. That would leave a huge liability issue with the fact that they could access any panel, anywhere, anytime. The fact that they would even ask for it is very unprofessional. The fact that they are asking me to give them MY “4 digit code”, as [redacted] asked for, when in reality, this particular panel has a “5 digit code” goes to prove even further that they are not competent professionals. Ms. Laporta also stated in her complaint letter that “her” alarm company has no idea how I knew what “their 4 digit code” was. I didn’t know what “their code” was. As professional, I knew how to get around not having the code. Also [redacted] made a statement in her complaint letter stating that her mother thought I was affiliated with the other company, which is not true. During my conversation with Helen she was fully aware that I was not affiliated with the other company and never made any kind of statement suggesting that I was. I’m not sure if [redacted] is trying to imply that even though her family and mine have been friends for many years that I was trying to take advantage of “a little old lady”? Which is far from the truth. So in conclusion, for professional and security reasons I cannot give my “installer code”, (4 or 5 digits) to anyone outside of my company as that would compromise the security of all my other systems. Like [redacted] stated in her complaint, a “professional business” would know this. The real complaint here should be against “her” alarm company for their “unprofessional” request for “my” installer code and their incompetence in not being able to help Ms. Laporta with her situation. If they had done their job competently and professionally, Helen would not be without a working alarm, and [redacted] would not be wasting all of our time with this ridiculous request and complaint. Sincerely, Roger Rougeot, Jr. CC: [redacted]


Sent on:


4/8/2014 10:28:29 AM