Security Solutions Inc.

Complaint ID#:    [redacted]Company Name:    Security Solutions, Inc.Company Contact Name:    James O[redacted]Company Contact Phone:    [redacted]Company Contact Email:    [redacted]Consumer's Name:    [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    We have repeatedly offered to solve this situation if the client would tell us what would satisfy his concerns. He continues to maintain that the only solution is for us to allow him to break his contract. Until recently there was never an accusation of wrong doing by Security Solutions only that the system was costing too much to maintain. The costs the client incurred were for alarm system repairs due to replacement of windows and some periodic battery replacements when he bought the house, plus monitoring expenses he is contracted for. We have asked for a telephone conversation several times to try and find an amicable solution which the client has refused. We want nothing more than to resolve this issue. If he wants to break the contract he will need to speak to me directly and we can have a mature business discussion.

Complaint ID#:    [redacted]Company Name:    Security Solutions, Inc.Company Contact Name:    James O[redacted]Company Contact Phone:    [redacted]Company Contact Email:  ...

 [redacted]Consumer's Name:    [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    We have repeatedly offered to solve this situation if the client would tell us what would satisfy his concerns. He continues to maintain that the only solution is for us to allow him to break his contract. Until recently there was never an accusation of wrong doing by Security Solutions only that the system was costing too much to maintain. The costs the client incurred were for alarm system repairs due to replacement of windows and some periodic battery replacements when he bought the house, plus monitoring expenses he is contracted for. We have asked for a telephone conversation several times to try and find an amicable solution which the client has refused. We want nothing more than to resolve this issue. If he wants to break the contract he will need to speak to me directly and we can have a mature business discussion.Sent on:     11/24/2015 3:06:06 PM

The complaint is correct that the new equipment that was installed in January of 2013 had a couple of false alarms very soon after installation. The parts that failed were replaced at no charge to the client and the system has been stable for two years until this past June when a smoke detector...

triggered. Regardless of the fact that the one year warranty was over 18 months ago we continue to stand behind the products sold to the client at no charge. Since the client filed this complaint we have been to the house once again and we replaced the entire control panel that was rendered inoperable by the client when he removed the power to the system. We continue to work with the client to resolve any outstanding issues. Scheduling has been a challenge as the client is mostly there only on weekends.

Complaint: [redacted]
I am rejecting this response because:
Security Solutions has not offered a satisfactory solution for resolving this issue. The most recent problem I experienced with the alarm system is the direct result of the system being improperly connected to a land telephone at the time of installation rather than the VOIP line as agreed to in the contract. Regardless, Security Solutions tried to blame this issue on me and charge me to change over the line. 
I have been clear with Mr. O[redacted] that given the nature of this issue all correspondence should be conducted in writing so that we have a record of what has transpired. Given that Mr. O[redacted] has already threatened legal action against me this is clearly the best option. I fail to understand why he continues to insist on having a phone call.
Based on my experiences I have no confidence or trust in this company. I simply can not rely on a company I don't trust when it comes to the safety and security of my family and home.
Sincerely,
[redacted]

[redacted]Security Solutions, Inc.James O[redacted]###-###-####[redacted]The client and I are in an active e-mail dialogue to try and resolve this issue. I am asking for a telephone call to try and find and amicable solution.11/2/2015...

4:37:17 PM

Review: I purchased a home alarm system from Security Solutions approximately two and a half years ago. I have had repeated false alarms - one false intruder alarm, three false fire alarms and one false smoke detector alarm. I have paid my town's all volunteer fire department $200. as an apology for their having to respond to a 5 am false alarm.

After each false alarm, a service technician has come to the house to attempt to solve the problem . The last two times he has spent up to three hours in an attempt to fix the problem. Yesterday, we had another false fire alarm which is timely only from the standpoint that the service tech is supposed to visit again tomorrow due to the previous issue with the smoke alarm. This will be his fourth visit due to product issues.

After the second technician's visit a year or so ago, I was billed for his time. I had to argue with the business for three months that I should not have to pay a service bill for their product's defect. I was eventually told that I would not be billed since the product was still under warranty but to me that was entirely beside the point.Desired Settlement: I want to have the system dismantled , the service contract voided and a full refund of my money

Business

Response:

The complaint is correct that the new equipment that was installed in January of 2013 had a couple of false alarms very soon after installation. The parts that failed were replaced at no charge to the client and the system has been stable for two years until this past June when a smoke detector triggered. Regardless of the fact that the one year warranty was over 18 months ago we continue to stand behind the products sold to the client at no charge. Since the client filed this complaint we have been to the house once again and we replaced the entire control panel that was rendered inoperable by the client when he removed the power to the system. We continue to work with the client to resolve any outstanding issues. Scheduling has been a challenge as the client is mostly there only on weekends.

Review: We hired Security Solutions to repair our security system and provide monitoring services in the Spring of 2014. To date we have spent approximately $2,000 on equipment but the system still does not function properly. To make it function properly would require an additional investment which makes no sense. Although the system is not serving it's purpose Security Solutions is insisting we have a five year monitoring agreement and refusing to shut down the system.Desired Settlement: The system can not be armed so the monitoring service is of no value. We are not asking for any of the money we paid be, we just want to turn off the system and end the agreement. Our discussions with Bob the sales person have gotten nowhere.

Business

Response:

[redacted]Security Solutions, Inc.James O[redacted]###-###-####[redacted]The client and I are in an active e-mail dialogue to try and resolve this issue. I am asking for a telephone call to try and find and amicable solution.11/2/2015 4:37:17 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The issues raised in my complaint have not been resolved. Further review of the situation has uncovered additional issues regarding the condition of the alarm system and incorrect installation.

Sincerely,

Business

Response:

Complaint ID#: [redacted]Company Name: Security Solutions, Inc.Company Contact Name: James O[redacted]Company Contact Phone: [redacted]Company Contact Email: [redacted]Consumer's Name: [redacted]Revdex.com Staff Member (if you know): [redacted]Complaint Information: We have repeatedly offered to solve this situation if the client would tell us what would satisfy his concerns. He continues to maintain that the only solution is for us to allow him to break his contract. Until recently there was never an accusation of wrong doing by Security Solutions only that the system was costing too much to maintain. The costs the client incurred were for alarm system repairs due to replacement of windows and some periodic battery replacements when he bought the house, plus monitoring expenses he is contracted for. We have asked for a telephone conversation several times to try and find an amicable solution which the client has refused. We want nothing more than to resolve this issue. If he wants to break the contract he will need to speak to me directly and we can have a mature business discussion.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a home alarm system from Security Solutions in January 2013 for my weekend home. The system has been plagued by issues almost since the start with four false alarms ( three fire and one intruder) which required the town's volunteer fire department to respond to on one occasion and the police on another and multiple service disconnections ( at least four) which results in the alarm system not being functional until a service person can repair or check on the system. As this is a weekend house and they will not make repairs on the weekend this creates a significant disruption in our work schedule as either my wife or I need to be at the house in order for a repair to be made. After the last disruption, I spoke with the owner of the company and told him that I wanted a full refund of my annual service fee. He pleaded with me to give them another chance to fix the system. I withdrew my previous Revdex.com complain and gave them the chance.

Several weeks ago we had another service disruption and yesterday the technician came to take a look and he left this note " GSM cannot connect to network at this time-the issue is the network. Swapping the unit in foyer closet for one that utilizes another network may be the solution. Need another appt.

I am done with their appointments. On six different occasions Security Solutions has sent someone to my home to fix whatever has gone wrong. Some of the visits have lasted for hours.

My desired outcome - a full refund of my service contract fee and since this home is currently for sale and the keypad says System Trouble or words to that effect continuously, I want the system shut down so I do not have to explain what that means to a potential buyer of the home.Desired Settlement: Refund and termination of service.

Business

Response:

Complaint ID#: [redacted]Company Name: Security Solutions, Inc.Company Contact Name: James O[redacted]Company Contact Phone: [redacted]Company Contact Email: [redacted]Consumer's Name: [redacted]Revdex.com Staff Member (if you know): [redacted]Complaint Information: We have repeatedly offered to solve this situation if the client would tell us what would satisfy his concerns. He continues to maintain that the only solution is for us to allow him to break his contract. Until recently there was never an accusation of wrong doing by Security Solutions only that the system was costing too much to maintain. The costs the client incurred were for alarm system repairs due to replacement of windows and some periodic battery replacements when he bought the house, plus monitoring expenses he is contracted for. We have asked for a telephone conversation several times to try and find an amicable solution which the client has refused. We want nothing more than to resolve this issue. If he wants to break the contract he will need to speak to me directly and we can have a mature business discussion.Sent on: 11/24/2015 3:06:06 PM

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Their rebuttal has many inaccuracies either intentional or because they do not have accurate records..

First of all we have never replaced any windows as it is alledged. Second of all he did not even mention all of the false alarms ( 3 false fire and 1 false intruder) which we have previously reported. After each false alarm a tech had to come in order to find out what caused the false report. In no instance could they figure out why. We have had repeated service disruptions over two years which their techs have tried to figure out without success. Currently the system has been out of service for two months. I have had to open my home to their service thecnicians no fewer than 7 times in two and a half years so they could troubleshoot problems. Some of their lasted for hours and they have to be made during weekly work hours which causes me difficulty with respects my work schedule. The last time a tech visited he left a note saying he thought the problem might be fixed by doing such and such but he was not sure so I have no conficence that an 8th visit will accomplish anything.

In summation, I have had nothing but troubles with this very unreliable system over the approxiamate three year term . After the last disruption I told the owner I was through and he requested one last chance to fix the problem. The problem was not fixed. I would like a refund. the house is being sold in February and I will no longer need it.

Sincerely,[redacted]