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This company offers sales and installation of central vacuum systems and low voltage wiring for residential and commercial markets. These services include: home theater, home intercom systems, security cameras, card access readers, TV, internet and telephone installation, computer cabling and smoke, fire and burglar alarm systems.
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Reason for Rating
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Wes E. Smith, Owner
Vacuum Cleaning Systems Vacuum Equipment & Systems Contractor - Low Voltage Systems Cable TV, Internet & Telephone Installation Service Smoke Detectors & Alarms Cable Networking Security Cameras Card Access Control Systems Fire & Smoke Alarm Systems Home Automation Wire & Cable - Non-Electric Home Theater Intercoms Systems & Services Sound Systems & Equipment Burglar Alarm Systems - Dealers, Monitoring & Service Computers - Cable & Installation Security Control Equipment & System Monitors Security Systems Consultants Service Establishment Equipment and Supplies Merchant Wholesalers (NAICS: 423850)
Hours of Operation
Service AreaState of Wisconsin
Alternate Business NamesT.H.A.D. LLC
THIS LOCATION IS NOT BBB ACCREDITED
2927 Hubertus Rd
Hubertus, WI 53033 (262) 628-3100 (888) 357-7355 Directions
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Additional Phone Numbers
- (888) 357-7355(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: We purchased a home security system through THAD, LLC over 3 years ago. We paid for the following: installation of system and ownership of the system, we paid for a 3 year contract for 24/7 monitoring services too. Since our contract ended this pass October of 2014 we have decided to go with a new monitoring service that we work with in conjunction with the Honeywell Security System they installed. When our new monitoring service came out to merge their 24/7 monitoring to our system it would not work. We gave the new company all of our codes and instructions for the system. We were told by the new installer that we need a "Master Code" to unlock our system by the installer. We contacted THAD for our master code (since we never receive this previously) Wes the owner said we would have to pay him $150 to get our system's code. I researched this and the master code is to be the property of the security system owner not the installer. Thus THAD is holding ownership of our property and not releasing it to us. I have also requested a company of my contract with them and they refuse to send me any documentation on my account. THAD is also claiming they gave us contract which we never received. The only paperwork we received was a proposal with an estimation of cost and there was nothing indicated about having to pay an additional $150 to have our code released. Thank you.
Desired Settlement: 1. I want my Master Code delivered or we will need to take them to court. 2. I also think this is an ethical business practice to hold security owners hostage with their company by making them pay an "extra $150 fee" to get the security systems code, especially since its not their properly after the purchase is complete. This code needs to be given to all homeowners on the date of their systems installation going forward. 3. Provide all new customers contracts and documents when a service is purchased. Currently they are with holding this from us as well.
Business Response: It is unfortunate that the ******'s feel this way. I have tried several times to get them to understand what property belongs to them and that other information would compromise the security of all our customers. Their research into the matter is short sighted at best, and they did not pay fair any intellectual property, so this code is not for the general public. I have informed them both to this fact and the fee is for reprogramming their system so the other company can do the same thing. However the other company can still program by hand their panel which they have decided not to do. The threat of legal action based on what they think they bought and what they did purchase are two different things. I am still willing to provide this service at the fee stated. They admit to having the proposal which states what they bought. They have fulfilled their monitoring obligation with us and free to persue another contractor. I have only met a few people like the ******'s in my entire career and am happy to say that we retain all our high quality clients and they appreciate the work we have done for them. So in summary i would ask the BBB to strike this obvious attempt at putting a black mark on our stellar service record. If the ******'s would like this work done we are still willing to accommodate their wishes. Sincerely THAD LLC
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Business Response: We appreciate the opportunity to once again address the security of our customers by not allowing any would be installer access to a code that was neither paid for or somehow becomes the property of the homeowner just because they think it is their right. The new company knows full well that they can program this panel through the installer code which they have. If they are misleading the ******'s with false claims then that is something they to address with them. The matter at hand is removing our secure information without compromising the security of all our customers. As we have stated before we are more than willing to default the panel and remove our information so that the new company can do as they see fit. We do charge for this service and have expressed an interest in helping the ******'s, but as seen in their remarks they don't have the right information in bringing a false claim to intellectual property that they simply did not pay for. Today I'm still willing to cooperate in bringing this matter to a close if the ******'s wish to persue other means that is their choice. Respectfully THAD LLC