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43 Town & Country Dr. Suite 119
Fredericksburg, VA 22405 (540) 899-2279 Directions
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Problems with Product/Service
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Complaint: We have know *** ***** (hereby referred to as *****) for a few years and had him install our security system. However in the past 3/4 years he has stopped in and switched our systems over to other systems and the cost of the monitoring keeps going up until this time it is now $45.00 per month. (1) On 2/12/2014 I discussed getting 4 camera's mounted outside of the home. I expressed to him that I did not want cheap cameras (those used on Bigfoot that only catches blurs) and he told me that a good camera would cost about $300-$350. In good faith and knowing him for quite some time, I gave $1200 to purchase the equipment. Nothing was discussed about the labor. I had an idea of what that would cost as well, so I budgeted for it. Otherwise, I would not have asked him to perform the services. (2) About 2 weeks later I called him to see when the camera's would be installed and he claimed that he had to go to Richmond to pick up the equipment. The next day he called me back to say he had spend on my money on some good equipment and that he would be out to install. (3) Time went by and I would call him for a time when the installment would take place and he proceeded to tell me he had broken his ribs and could not climb up on a ladder. He did not get to the installment until May 28/29, 2014, three and a half months later. (4) At the end of the day when he had completed the installment I asked him what money I owed him and he said none and that the 1200 covered everything. My radar went up as I knew he had told me he had spent all the money on the equipment several weeks back. He laughed out loud and said I could give him more money if I wanted to. I did not laugh because I knew what he had done. Throughout knowing ***** he has expressed to me his money problem issues and at one time asked if we would be interested in investing in his company and paying us back monthly with a good interest rate?""":>>>??? (5) The system was up and running but the pictures were poor. However he stated he did not know how to run the wiring to hook up to our computer for monitoring on line and that I would have to contact ******* for that service. We have been told differently since then. He also did a very sloppy and ugly installation of the wiring coming from the ceiling etc. (6) On June 2, 2014, within 4 days of installation, at 6:48 am a trash truck backed into our front yard. My mother was watching and she witnessed the driver get out of his truck, get the trash out of our container, walk around to the back and put it in the truck then proceed to walk across our front yard, the opposite way of the driver's side of the truck. She opened up the door and he looked at her, threw up his arms in the air and said "sorry" and then turned around and got into his truck and turned right proceeding south, which he came from the south when he backed his truck in the driveway. These trucks have never done this before, always stopping on the street. If there had been an incident, which there was, the cheap camera did not do its job. I figure about 60 seconds were lost. As far as movement before and after, constant cars are passing on the street and the camera picked all that up. (7) I went back to camera to review what had happened. It shows the driver of the trash truck getting out of the truck and getting the garbage bag out of our garbage container. Then there was a stop in the monitoring and it picked back up when he got into his truck and drove away. (8) This is when it dawned on me cheap camera's and we had been taken by *****. (9) I called ***** about the issue and he said that it was just bad luck. I asked him what those cameras cost and he said 75.00. I told him that was not the verbal agreement that we had and that I wanted to know the price of all the equipment. When searching on the internet, the camera's were indeed very cheap. I told him that he did not put in good cameras and he denied it. On that day, I started texting him about the situation stating that I was very upset with how he had handled customer services and the money that I, in good faith, gave him up front to purchase the equipment. I would not have expected him to buy them with his own money, He then tells me he got the equipment out of ***** ******** from Texas and that I could not get any information from them as only a distributor could. I questioned him about the Richmond information he had given me earlier and he started back-peddling and making things worse by stating everyone in the business knows that it costs $350 per camera, no matter what the type of camera it is for installment. I told him that he was again lying and that he had never conveyed this information to me. He told me he would get the information about the equipment and has failed to do so at this time. He also started saying stupid things trying to justify the cameras and the equipment, none of which made any sense to me. He then claimed that he installed this as a favor because this is not what he usually does and that he only profited about $148.00 and I just told him that was not my problem. He agreed to do the job and he should not have scammed us. When I sent him the first text message, he called me back laughing saying that it was a joke and I told him it was no joke and there are issues here that need to be resolved. He said his brother was the one who did the camera services. The more he talked the more lies came out of him. (10) Yesterday, I had ******** ******** come in and changed over to their security company. They were able to use the equipment ***** had installed, but in working with the cameras, white glares came oover the screens as there was no picture and two of the camera's are not functioning properly, mostly black all the time and picture quality is very, very poor. I had also sent ***** a text message stating that we no longer needed his services of $45.00 per month. I still wanted to know about the camera's and their price and the price for the DVR digital watchdog. (11) As ***** responsible for the camera's under warranty, this means that the camera's need to be replaced. However, since ***** has been caught in lies and clearly scamming us with the cheapest camera's he could find and pocketing the rest of the money, I am forced to purchase better camera's, pay for having the internet hooked up, which should have been included in the original running of the wires. (12) It was also brought to my attention that the reason he would keep hooking us up with other companies is that he may be a broker and each time would gain more money in his pocket by switching us and each time the monitoring would be higher. With this last set of changes in the monitoring system, I do not believe we were hooked to anyone if something went wrong. We had batteries that had gotten low and usually the security people would call and we had not had any calls for quite along time, so that whole aspect became suspect as well.
Desired Settlement: I am getting a proposal to upgrade the camera's, have them installed and run the *** * wires from the DVR to the router. (1) Options for Settlement: (a) ***** to give me back the $1200 and pick up his cameras, DVR and his "radio". The labor for doing the wiring can stay, which would be donation for his deceitful business practices and scam artist ways and not responding to the problems as I have been sending messages to him to establish a record of the issues. (b) ***** can pay for the new installation of all new equipment that we know and trust who we are dealing with. That price tag is going to be from $1800- 2000. (c) Since his transaction was over $500.00 there would be legal grounds for charges and attorney fees.
We have been providing home security services for ***** and ****** ****** for years. During these years, we have upgraded their security equipment as well as their monitoring services and features, for little to no charge. As with anything, technology changes and new features become available to both us as security company and to the customer. Their most recent upgrade was from standard land-line monitoring to ********* features including remote access. Yes, there was an increase in monitoring for these features and this is standard in the security industry. We have always treated ****** fair and have gone above and beyond. I hope she has that same customer service with her next provider. For her to suggest that we have been taking her money and she has not been monitored is slander. I have record upon record of her security system monitoring without fail. As for low battery notifications, that is something that is programmed as a yes or no to have the feature notification.
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