Shearer Locksmith, Incorporated

I'm very sorry that this matter has gotten out of control. Customer told our technician who discovered the problem with the siren was told by the customer that the siren/strobe assembly be replaced with that model and was re-insisted to our Service Manager the same. If we had not been told to replace the siren with same model we would not have spent over a day of searching the internet and suppliers looking for it, because we have plenty of sirens and strobes in stock. Apparently, even after great strives on our part, we can not meet the expectations of this customer and are therefore per his original request terminating our relationship with him and refunding his payment for monitoring less amount used for monthly monitoring and his Preventative Maintenance Agreement less the Service Call, Labor and the cost of the Back up Battery replaced during the PM of his system. We are sending him a 30 Day Notice of Termination Letter with his refund

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I am rejecting this response because this company has responded with lies and half-truths. They never offered a substitute and I never insisted on an "exact replacement". This firm has done all they can to weasel out of their contract. They are simply sleezy and dishonest. As the Revdex.com you see many complaints and responses. Is it standard business practice to terminate a CONTRACT when the firm cannot fulfill the terms of the contract?Please close this complaint because I intend to pursue other avenues to bring this to a satisfactory conclusion. We'll see who prevails.
Regards,
[redacted]

Customer upon being informed that the exterior siren had failed, insisted that the siren be replaced with exact model and was not open to a like in kind.  When the siren was ordered, we were informed that the part was on back order from ALL of the distributors that we order from and multiple...

others.  We do not order from [redacted] as requested by customer because we have found that a lot of the security parts ordered online are re-manufactured and are problematic.  If we were to order a part online we cannot warrant that part.  After the customer insisted that the part was available online, we contacted our distributors to find out why the part was back ordered.  They referred us to the manufacturer. The manufacturer stated that the plant had been moved and that there had been a problem with the assemble line producing the part.  We have since, through the request of the customer, have searched the internet for the part and found that even the internet sources were out of the part.  We eventually found a source with a siren with an amber lens on the strobe part of the siren. That part has been ordered from California even though the customer insisted on a red lens.  Our plans are to exchange the customers lens with the amber lens. The part should take about a week to arrive. Customer has been notified of our findings and it will be replaced immediately as soon as it arrives.