Sierra Woods Apartments

To start, I would like emphasize we are a service-based business and we take every step possible to keep our clients happy I truly wish there was something more we could have done, or do, to make your experience betterWe appreciate your feedback When you contact us about getting your home protected, your concern was getting the best value and service for a monitored home security system, with the possibility of adding video We clearly explained that we are security company, not a surveillance company but we did have some options for video as an accessory, the video doorbell was never the main purchaseIn fact, we didn’t offer any video services as a standalone productWe also explained that we weren’t the manufacturer of the device, it was a new product, and didn’t recommend wireless video cameras in most cases We are transparent during our sales process to make sure we are a good fit for each client We put everything in writing and keep all emails for our records We had email interactions before your installation and several conversationsWe would never advise a client to purchase a monitored security system if the main goal was to have a surveillance system, or a video doorbell There are many products that are not monitored for video that you can purchase from other vendors Since you already had several quotes from other companies, with and without video, and weren’t happy with your previous provider, I went over every detail to make sure we set realistic expectationsFrom the first conversation, you let us know you had several quotes from alarm monitoring companiesWhich included service with video cameras, video doorbells, and without any videoWhen you emailed a quote for a lower priced option, we even recommended going with the other company since price was the major factor but you still chose to use our company because you said we cared about the best solution and weren’t pushy Our business motto is people over profits and we have gone above and beyond to resolve any issues you’ve had, and we have waived costs that were associated with trip fees, labor changes, etcFrom the beginning, we felt some of your demands were unrealisticWhen you weren’t happy with the doorbell, in the beginning, we offered to let you out of your contract, but you declined the offer Your security system is working and we have always resolved any issues, answered any questions, and provided service to make sure we did everything in our power to exceed realistic expectationsPer the manufacturer, alarm.com, the video doorbell is working and installed properlyThe video doorbell is a wireless device and has motion detection optionsWhen there is a small tree directly in front of the device, motion triggers the doorbell notificationsThe motion detection Is an option and may be oversensitive, it doesn’t have to be used Your video doorbell is no longer under warranty, but If there were something we could do that would change your perception and have your doorbell working to your standard, we would have done it alreadyThe first recommendation we had was to move the small treeThe weather can cause the tree to set off the motion this issue happens in the fall whenever the wind is blowing, and the leaves are fallingSince you refused to get rid of the tree, we tried every option we had Our technician, Roxann, has spent several hours, on several days, trying to find a solutionWe have asked several times what we could do to make you happyWe have no control over exterior factors that affect the performanceThe fact is you are not happy with how the video doorbell works, unfortunately, we cant control the factors you aren’t satisfied with You also let us know you have gotten out of other agreements in the past with your previous security company We have tried to resolve the issue the following ways; We offered to exchange the doorbell for a video camera or refund you for the video doorbell We do not manufacture these devices, but we do stand by our equipmentWe've spent hours on the phone with technical support and followed every recommendation on our side, Other than having the tree trimmed down or removedWe replaced your video doorbell and waived trip fees, labor, and shipping We have scheduled four service visits and spent several hours troubleshooting with alarm.com which claims the device is working properly and should have improvements to the next firmware update to cut down the motion’s sensitivity Per the manufacturer, the device isn’t faulty and is working to the best of its ability At this point, you have used your security system and video doorbell daily The doorbell isn’t meant to be a surveillance camera to watch over your vehicles in the street, a traditional video camera is a better solution for your additional needs The truth is, you want to have additional video cameras for your driveway and a wireless video doorbell that can tell the difference between people and other motionThe technology that you have requested is only available with different products that are in a different price range Unfortunately, we cannot void your agreementAfter reviewing your account, emails, and conversations, we believe we have done everything we can, and your request isn’t a reasonable oneWe have never had a client that we weren’t able to resolve an issue with, we always try and do the right thing and look after our clients best interestUnfortunately, no matter what we do, we can't keep every person happyAs you are aware, your agreement is with one of our finance partnersIf you would like to terminate your agreement, you can pay the remainder of your term to Security Equity Partners, and we can part ways We are also willing to take back the doorbell and credit you the monthly fee involved with the video camera service for the duration of your agreementIf you would like to return the doorbell for the credit mentioned above, please let us know, and we will be happy to refund the $month you pay for the service for the remainder of your agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
We asked back in November 2016 for a different solution and didn’t hear back from the business until we contacted them in January 2017 about the doorbell being broken again at which point Arby was very rude so my husband did the communications with Roxane and a reset was done on the doorbell again. We then started to have issues again this fall after a firmware upgrade that caused issues. At this time since we are unable to get out of the contract, we want to accept to return the doorbell and receive $10 off our bill each month as mentioned at the bottom of the response from the business. We will not be extending our contract with them at the end of our contract and we will not be recommending them to others due to their customer service issues.
Regards,
[redacted]

To start, I would like emphasize we are a service-based business and we take every step possible to keep our clients happy.  I truly wish there was something more we could have done, or do, to make your experience better. We appreciate your feedback.   When you contact us about getting...

your home protected, your concern was getting the best value and service for a monitored home security system, with the possibility of adding video.  We clearly explained that we are security company, not a surveillance company but we did have some options for video as an accessory, the video doorbell was never the main purchase. In fact, we didn’t offer any video services as a standalone product. We also explained that we weren’t the manufacturer of the device, it was a new product, and didn’t recommend wireless video cameras in most cases.   We are transparent during our sales process to make sure we are a good fit for each client.  We put everything in writing and keep all emails for our records.  We had 26 email interactions before your installation and several conversations. We would never advise a client to purchase a monitored security system if the main goal was to have a surveillance system, or a video doorbell.  There are many products that are not monitored for video that you can purchase from other vendors.   Since you already had several quotes from other companies, with and without video, and weren’t happy with your previous provider, I went over every detail to make sure we set realistic expectations. From the first conversation, you let us know you had several quotes from alarm monitoring companies. Which included service with video cameras, video doorbells, and without any video. When you emailed a quote for a lower priced option, we even recommended going with the other company since price was the major factor but you still chose to use our company because you said we cared about the best solution and weren’t pushy.  Our business motto is people over profits and we have gone above and beyond to resolve any issues you’ve had, and we have waived costs that were associated with trip fees, labor changes, etc. From the beginning, we felt some of your demands were unrealistic. When you weren’t happy with the doorbell, in the beginning, we offered to let you out of your contract, but you declined the offer.   Your security system is working and we have always resolved any issues, answered any questions, and provided service to make sure we did everything in our power to exceed realistic expectations. Per the manufacturer, alarm.com, the video doorbell is working and installed properly. The video doorbell is a wireless device and has motion detection options. When there is a small tree directly in front of the device, motion triggers the doorbell notifications. The motion detection Is an option and may be oversensitive, it doesn’t have to be used.   Your video doorbell is no longer under warranty, but If there were something we could do that would change your perception and have your doorbell working to your standard, we would have done it already. The first recommendation we had was to move the small tree. The weather can cause the tree to set off the motion this issue happens in the fall whenever the wind is blowing, and the leaves are falling. Since you refused to get rid of the tree, we tried every option we had.   Our technician, Roxann, has spent several hours, on several days, trying to find a solution. We have asked several times what we could do to make you happy. We have no control over exterior factors that affect the performance. The fact is you are not happy with how the video doorbell works, unfortunately, we cant control the factors you aren’t satisfied with.  You also let us know you have gotten out of other agreements in the past with your previous security company.   We have tried to resolve the issue the following ways;   We offered to exchange the doorbell for a video camera or refund you for the video doorbell.  We do not manufacture these devices, but we do stand by our equipment. We've spent hours on the phone with technical support and followed every recommendation on our side, Other than having the tree trimmed down or removed. We replaced your video doorbell and waived trip fees, labor, and shipping We have scheduled four service visits and spent several hours troubleshooting with alarm.com which claims the device is working properly and should have improvements to the next firmware update to cut down the motion’s sensitivity.   Per the manufacturer, the device isn’t faulty and is working to the best of its ability.  At this point, you have used your security system and video doorbell daily.  The doorbell isn’t meant to be a surveillance camera to watch over your vehicles in the street, a traditional video camera is a better solution for your additional needs.  The truth is, you want to have additional video cameras for your driveway and a wireless video doorbell that can tell the difference between people and other motion. The technology that you have requested is only available with different products that are in a different price range.   Unfortunately, we cannot void your agreement. After reviewing your account, emails, and conversations, we believe we have done everything we can, and your request isn’t a reasonable one. We have never had a client that we weren’t able to resolve an issue with, we always try and do the right thing and look after our clients best interest. Unfortunately, no matter what we do, we can't keep every person happy. As you are aware, your agreement is with one of our finance partners. If you would like to terminate your agreement, you can pay the remainder of your term to Security Equity Partners, and we can part ways.  We are also willing to take back the doorbell and credit you the monthly fee involved with the video camera service for the duration of your agreement. If you would like to return the doorbell for the credit mentioned above, please let us know, and we will be happy to refund the $10 month you pay for the service for the remainder of your agreement.