Date Sent: 6/16/12:00: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 camerasI 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 videoI emailed the video to [redacted] right after the vandalismWe 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 identificationMy neighbor who was at the signing of the contract also remembers I sent the video and asked for a way for it to be enhancedAnd, 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 businessAs soon as he left, my neighbor and I gave very favorable reviews for ***In hindsight, I wish I would've waited to see how the cameras really functioned, or malfunctioned in this caseThe JSB/Monitronics system was flawed from the beginningThe cameras I purchased were supposed to be adequate for the porch surveillance - I didn't need an $800-1,system with 24/DVRI could've bought the same system at a big box store for half the price but I was assured the cameras would be sufficient for my small porch and front yardSoon after installation, per ***, 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 rangeWe mutually agreed to turn the cameras on from 11pm-6am, since the vandals were targeting at night, and to help with the "cloud" filling upThe video in question was at 4:16am but such poor resolution it cannot be used as evidenceAnd, one offense between Dec29-31, was completely missed by the cameras, surely due to the lower sensitivity levelsI was on a business trip and scoured the recordings for days only to find nothing was picked up by the cameras and that is why I spent on an electrician and on a motion detector light [redacted] thought more light at the far end of the porch would helpI've since noted on the installment agreement a statement by [redacted] Under "Customer Authorization" He wrote I was not under contract with any other security companyThat was completely false, he knew I was under contract with Vector until June I am a firm believer in truth and justiceI 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 chargesIt did not deliver and I should not be stuck paying for inadequate servicesAt some point, a company needs to stand behind its product 100%.Sincerely, [redacted]
We are sorry to be reading this complaint and can empathize with our customers concernsThis 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 videoOn first inspection of the property our initial suggestion was a 24/DVR recorder with video camerasThe set up was estimated at $800-$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 movementThe cons of the system were explained to her that because it was a clipped based recording and not 24/there is a chance it may not record in every eventThe cameras installed were high quality 720pHD cameras with good visualThe nighttime visual is not as clear as the day which is true of most video camerasWe 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 poorThere are many instances where high quality cameras will not record the image desired do to many factors that are out of our controlIt is our intention to always use the highest qaulity systems available within our customers budget and to deliver high quality serviceWe did install two outdoor HD cameras and smart security system for a total cost of $to the customerThe customer a couple months later installed extra lighting to increase nighttime clarity and spent she says another $on thisWe have reduced customers buyout of remaining term balance owningWe wish the best for this customer
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 submissionI'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/I noticed on Install agreement item that JSB/Monitronics do not guarantee their service - how can I be told and shown a demonstration that looks to be fool proofI was not told there could be a chance the video would not workI also noted on the installment agreement a statement by [redacted] Under "Customer Authorization" He wrote I was not under contract with any other security companyThat was completely false, he knew I was under contract with Vector until June I was under a lot of stress over the vandalism at my house and was visibly upset and crying when signing the documentsThe entire goal was to install a system that would function properly, which it did notI am left with nothing as evidenceI am moving to family's home [redacted] and they don't need a security/camera systemJSB/Monitronics will not let me out of the contract because I am not taking the service with meI would prefer to not have to pay 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 allPlease let me know if there is anything else you need,Thank you, [redacted] [redacted]
Date Sent: 6/16/12:00: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 camerasI 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 videoI emailed the video to [redacted] right after the vandalismWe 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 identificationMy neighbor who was at the signing of the contract also remembers I sent the video and asked for a way for it to be enhancedAnd, 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 businessAs soon as he left, my neighbor and I gave very favorable reviews for ***In hindsight, I wish I would've waited to see how the cameras really functioned, or malfunctioned in this caseThe JSB/Monitronics system was flawed from the beginningThe cameras I purchased were supposed to be adequate for the porch surveillance - I didn't need an $800-1,system with 24/DVRI could've bought the same system at a big box store for half the price but I was assured the cameras would be sufficient for my small porch and front yardSoon after installation, per ***, 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 rangeWe mutually agreed to turn the cameras on from 11pm-6am, since the vandals were targeting at night, and to help with the "cloud" filling upThe video in question was at 4:16am but such poor resolution it cannot be used as evidenceAnd, one offense between Dec29-31, was completely missed by the cameras, surely due to the lower sensitivity levelsI was on a business trip and scoured the recordings for days only to find nothing was picked up by the cameras and that is why I spent on an electrician and on a motion detector light [redacted] thought more light at the far end of the porch would helpI've since noted on the installment agreement a statement by [redacted] Under "Customer Authorization" He wrote I was not under contract with any other security companyThat was completely false, he knew I was under contract with Vector until June I am a firm believer in truth and justiceI 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 chargesIt did not deliver and I should not be stuck paying for inadequate servicesAt some point, a company needs to stand behind its product 100%.Sincerely, [redacted]
We are sorry to be reading this complaint and can empathize with our customers concernsThis 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 videoOn first inspection of the property our initial suggestion was a 24/DVR recorder with video camerasThe set up was estimated at $800-$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 movementThe cons of the system were explained to her that because it was a clipped based recording and not 24/there is a chance it may not record in every eventThe cameras installed were high quality 720pHD cameras with good visualThe nighttime visual is not as clear as the day which is true of most video camerasWe 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 poorThere are many instances where high quality cameras will not record the image desired do to many factors that are out of our controlIt is our intention to always use the highest qaulity systems available within our customers budget and to deliver high quality serviceWe did install two outdoor HD cameras and smart security system for a total cost of $to the customerThe customer a couple months later installed extra lighting to increase nighttime clarity and spent she says another $on thisWe have reduced customers buyout of remaining term balance owningWe wish the best for this customer
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 submissionI'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/I noticed on Install agreement item that JSB/Monitronics do not guarantee their service - how can I be told and shown a demonstration that looks to be fool proofI was not told there could be a chance the video would not workI also noted on the installment agreement a statement by [redacted] Under "Customer Authorization" He wrote I was not under contract with any other security companyThat was completely false, he knew I was under contract with Vector until June I was under a lot of stress over the vandalism at my house and was visibly upset and crying when signing the documentsThe entire goal was to install a system that would function properly, which it did notI am left with nothing as evidenceI am moving to family's home [redacted] and they don't need a security/camera systemJSB/Monitronics will not let me out of the contract because I am not taking the service with meI would prefer to not have to pay 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 allPlease let me know if there is anything else you need,Thank you, [redacted] [redacted]