Date Sent: 6/16/2015 12:00:00 AMHello, [redacted]I made it to [redacted] and wanted to respond to JSB's initial reply.I haven't dealt with [redacted]. [redacted] was the consultant and installer of the cameras. I have since been dealing with [redacted] in the [redacted] office pertaining to cancellation.I am very disheartened to learn from today's response JSB is denying having been shown the video. I emailed the video to [redacted] right after the vandalism. We discussed the poor quality of the video and I asked him if he knew anyone who could enhance it, and I offered to pay for this service, so the police could get a positive identification. My neighbor who was at the signing of the contract also remembers I sent the video and asked for a way for it to be enhanced. And, the day [redacted] sold me on the contract, he asked for positive google reviews because he wanted to open an office in Greenville, SC and build up his business. As soon as he left, my neighbor and I gave very favorable reviews for [redacted]. In hindsight, I wish I would've waited to see how the cameras really functioned, or malfunctioned in this case. The JSB/Monitronics system was flawed from the beginning. The cameras I purchased were supposed to be adequate for the porch surveillance - I didn't need an $800-1,000 system with 24/7 DVR. I could've bought the same system at a big box store for half the price but I was assured the 2 cameras would be sufficient for my small porch and front yard. Soon after installation, per [redacted], the "cloud" storage began filling up with clips and once we hit 1,000/month it would cost more $ to JSB, so [redacted] spent time dialing down the resolution & sensitivity, working with boxes and makes, but also adequate enough to record true offenses, not just cars or people getting into the camera range. We mutually agreed to turn the cameras on from 11pm-6am, since the vandals were targeting at night, and to help with the "cloud" filling up. The video in question was at 4:16am but such poor resolution it cannot be used as evidence. And, one offense between Dec. 29-31, 2014 was completely missed by the cameras, surely due to the lower sensitivity levels. I was on a business trip and scoured the recordings for 2 days only to find nothing was picked up by the cameras and that is why I spent 200.00 on an electrician and 40.00 on a motion detector light. [redacted] thought more light at the far end of the porch would help. I've since noted on the installment agreement a false statement by [redacted]. Under "Customer Authorization" He wrote I was not under contract with any other security company. That was completely false, he knew I was under contract with Vector until June 2015. I am a firm believer in truth and justice. I feel as though, in good faith I paid for a security system and that it would do what it was promised to do - get video recordings for the purpose of identifying and pressing charges. It did not deliver and I should not be stuck paying 662.14 for inadequate services. At some point, a company needs to stand behind its product 100%.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Hello,Thank you for responding to my complaint submission. I've forwarded the email chain between [redacted] at JSB regarding canceling my service due to: selling my house and the failure of the system installed to provide clear video for positive id for the police so I could press charges.And, I have attached the contract and installment agreement I signed on 12/19/14. I noticed on Install agreement item 7 that JSB/Monitronics do not guarantee their service - how can I be told and shown a demonstration that looks to be fool proof. I was not told there could be a chance the video would not work. I also noted on the installment agreement a false statement by [redacted]. Under "Customer Authorization" He wrote I was not under contract with any other security company. That was completely false, he knew I was under contract with Vector until June 2015. I was under a lot of stress over the vandalism at my house and was visibly upset and crying when signing the documents. The entire goal was to install a system that would function properly, which it did not. I am left with nothing as evidence. I am moving to family's home [redacted] and they don't need a security/camera system. JSB/Monitronics will not let me out of the contract because I am not taking the service with me. I would prefer to not have to pay 662.14. If the system had produced a viable video I would be happy to pay for their service, but the service was just as good as no service at all. Please let me know if there is anything else you need,Thank you,[redacted]
We are sorry to be reading this complaint and can empathize with our customers concerns. This customer had a unique situation where she was being targeted for vadalisim and was requesting a video security system to hopefully catch the perpetrator on video. On first inspection of the property our initial suggestion was a 24/7 DVR recorder with video cameras. The set up was estimated at $800-$1000. The customer did not want to spend that much on the system so we found a solution that would fit her budget and she ended up choosing a clip based recording solution which would record off of movement. The cons of the system were explained to her that because it was a clipped based recording and not 24/7 there is a chance it may not record in every event. The cameras installed were high quality 720pHD cameras with good visual. The nighttime visual is not as clear as the day which is true of most video cameras. We have not seen the actual footage of the cameras when her home was vandalized so it is hard to respond to the quality of the camera being poor. There are many instances where high quality cameras will not record the image desired do to many factors that are out of our control. It is our intention to always use the highest qaulity systems available within our customers budget and to deliver high quality service. We did install two outdoor HD cameras and smart security system for a total cost of $200 to the customer. This was the total amount we billed to custoenr. We have reduced customers buyout of remaining term balance owning. We wish the best for this customer.
We are sorry to be reading this complaint and can empathize with our customers concerns. This customer had a unique situation where she was being targeted for vadalisim and was requesting a video security system to hopefully catch the perpetrator on video. On first inspection of the property our...
initial suggestion was a 24/7 DVR recorder with video cameras. The set up was estimated at $800-$1000. The customer did not want to spend that much on the system so we found a solution that would fit her budget and she ended up choosing a clip based recording solution which would record off of movement. The cons of the system were explained to her that because it was a clipped based recording and not 24/7 there is a chance it may not record in every event. The cameras installed were high quality 720pHD cameras with good visual. The nighttime visual is not as clear as the day which is true of most video cameras. We have not seen the actual footage of the cameras when her home was vandalized so it is hard to respond to the quality of the camera being poor. There are many instances where high quality cameras will not record the image desired do to many factors that are out of our control. It is our intention to always use the highest qaulity systems available within our customers budget and to deliver high quality service. We did install two outdoor HD cameras and smart security system for a total cost of $200 to the customer. The customer a couple months later installed extra lighting to increase nighttime clarity and spent she says another $200 on this. We have reduced customers buyout of remaining term balance owning. We wish the best for this customer.
Date Sent: 6/16/2015 12:00:00 AMHello, [redacted]I made it to [redacted] and wanted to respond to JSB's initial reply.I haven't dealt with [redacted]. [redacted] was the consultant and installer of the cameras. I have since been dealing with [redacted] in the [redacted] office pertaining to cancellation.I am very disheartened to learn from today's response JSB is denying having been shown the video. I emailed the video to [redacted] right after the vandalism. We discussed the poor quality of the video and I asked him if he knew anyone who could enhance it, and I offered to pay for this service, so the police could get a positive identification. My neighbor who was at the signing of the contract also remembers I sent the video and asked for a way for it to be enhanced. And, the day [redacted] sold me on the contract, he asked for positive google reviews because he wanted to open an office in Greenville, SC and build up his business. As soon as he left, my neighbor and I gave very favorable reviews for [redacted]. In hindsight, I wish I would've waited to see how the cameras really functioned, or malfunctioned in this case. The JSB/Monitronics system was flawed from the beginning. The cameras I purchased were supposed to be adequate for the porch surveillance - I didn't need an $800-1,000 system with 24/7 DVR. I could've bought the same system at a big box store for half the price but I was assured the 2 cameras would be sufficient for my small porch and front yard. Soon after installation, per [redacted], the "cloud" storage began filling up with clips and once we hit 1,000/month it would cost more $ to JSB, so [redacted] spent time dialing down the resolution & sensitivity, working with boxes and makes, but also adequate enough to record true offenses, not just cars or people getting into the camera range. We mutually agreed to turn the cameras on from 11pm-6am, since the vandals were targeting at night, and to help with the "cloud" filling up. The video in question was at 4:16am but such poor resolution it cannot be used as evidence. And, one offense between Dec. 29-31, 2014 was completely missed by the cameras, surely due to the lower sensitivity levels. I was on a business trip and scoured the recordings for 2 days only to find nothing was picked up by the cameras and that is why I spent 200.00 on an electrician and 40.00 on a motion detector light. [redacted] thought more light at the far end of the porch would help. I've since noted on the installment agreement a false statement by [redacted]. Under "Customer Authorization" He wrote I was not under contract with any other security company. That was completely false, he knew I was under contract with Vector until June 2015. I am a firm believer in truth and justice. I feel as though, in good faith I paid for a security system and that it would do what it was promised to do - get video recordings for the purpose of identifying and pressing charges. It did not deliver and I should not be stuck paying 662.14 for inadequate services. At some point, a company needs to stand behind its product 100%.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Hello,Thank you for responding to my complaint submission. I've forwarded the email chain between [redacted] at JSB regarding canceling my service due to: selling my house and the failure of the system installed to provide clear video for positive id for the police so I could press charges.And, I have attached the contract and installment agreement I signed on 12/19/14. I noticed on Install agreement item 7 that JSB/Monitronics do not guarantee their service - how can I be told and shown a demonstration that looks to be fool proof. I was not told there could be a chance the video would not work. I also noted on the installment agreement a false statement by [redacted]. Under "Customer Authorization" He wrote I was not under contract with any other security company. That was completely false, he knew I was under contract with Vector until June 2015. I was under a lot of stress over the vandalism at my house and was visibly upset and crying when signing the documents. The entire goal was to install a system that would function properly, which it did not. I am left with nothing as evidence. I am moving to family's home [redacted] and they don't need a security/camera system. JSB/Monitronics will not let me out of the contract because I am not taking the service with me. I would prefer to not have to pay 662.14. If the system had produced a viable video I would be happy to pay for their service, but the service was just as good as no service at all. Please let me know if there is anything else you need,Thank you,[redacted]
We are sorry to be reading this complaint and can empathize with our customers concerns. This customer had a unique situation where she was being targeted for vadalisim and was requesting a video security system to hopefully catch the perpetrator on video. On first inspection of the property our initial suggestion was a 24/7 DVR recorder with video cameras. The set up was estimated at $800-$1000. The customer did not want to spend that much on the system so we found a solution that would fit her budget and she ended up choosing a clip based recording solution which would record off of movement. The cons of the system were explained to her that because it was a clipped based recording and not 24/7 there is a chance it may not record in every event. The cameras installed were high quality 720pHD cameras with good visual. The nighttime visual is not as clear as the day which is true of most video cameras. We have not seen the actual footage of the cameras when her home was vandalized so it is hard to respond to the quality of the camera being poor. There are many instances where high quality cameras will not record the image desired do to many factors that are out of our control. It is our intention to always use the highest qaulity systems available within our customers budget and to deliver high quality service. We did install two outdoor HD cameras and smart security system for a total cost of $200 to the customer. This was the total amount we billed to custoenr. We have reduced customers buyout of remaining term balance owning. We wish the best for this customer.
We are sorry to be reading this complaint and can empathize with our customers concerns. This customer had a unique situation where she was being targeted for vadalisim and was requesting a video security system to hopefully catch the perpetrator on video. On first inspection of the property our...
initial suggestion was a 24/7 DVR recorder with video cameras. The set up was estimated at $800-$1000. The customer did not want to spend that much on the system so we found a solution that would fit her budget and she ended up choosing a clip based recording solution which would record off of movement. The cons of the system were explained to her that because it was a clipped based recording and not 24/7 there is a chance it may not record in every event. The cameras installed were high quality 720pHD cameras with good visual. The nighttime visual is not as clear as the day which is true of most video cameras. We have not seen the actual footage of the cameras when her home was vandalized so it is hard to respond to the quality of the camera being poor. There are many instances where high quality cameras will not record the image desired do to many factors that are out of our control. It is our intention to always use the highest qaulity systems available within our customers budget and to deliver high quality service. We did install two outdoor HD cameras and smart security system for a total cost of $200 to the customer. The customer a couple months later installed extra lighting to increase nighttime clarity and spent she says another $200 on this. We have reduced customers buyout of remaining term balance owning. We wish the best for this customer.