Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This regards my recent request to install further security devices to my previously installed video surveillance system by this same vendor. Neil provided a verbal quote that was out of line, in addition to not being what I had requested. Despite numerous attempts to reach out to him for further clarification, along with a quote in writing for my genuine requested equipment and services via both email and text messaging, he has failed to respond/acknowledge these. He appears to be completely ignoring me all together. I have emailed additional documents to your dispute team's address as well today. I would like for a response/explanation to be provided, as well as said vendor providing me with the 2 additional cameras I bought and paid for in good faith at the original installation earlier this year.

  Business Response

  Date: 12/01/2023

  We have had a series of very difficult events that have impacted our family and or business response time. My wife has recently been diagnosed with breast cancer; my younger brother's wife died of brain cancer, my wife's niece just died of heart failure last week, and I fell and dislocated my shoulder. Happy New Year! We had a family friend who died last week and the family asked if I would care for the funeral service. 

  *******, I am doing my best to work with you.

  I left you a voice message today.

  Give me a call.

  Talk to you soon.

  Neil W****

  Cumberland Cameras

  Customer Answer

  Date: 15/01/2023

  I am rejecting this response because:

  
  

  It is not what I requested of the vendor. I maintain that having already paid for the 4-camera kit, at my original installation in May 2022, but only having received 2 of them to date, I would like for him to hand over these these additional cameras.

   

  I will then seek another vendor to install them, along with any additional home security purchase and install needs moving forward. While I feel for Neil, I do not find his family issues excuse to be a valid one in overcharging me. If he was claiming to be unable to help me out at present, that would be different.

  Business Response

  Date: 27/01/2023

  To whom it may concern;

  ******* asked for and received a quote for a camera system with a NVR recorder and 2 cameras.

  I sent her a quote (see enclosed) for the system. Great Discounted price including installation.

  She agreed and I personally installed and programmed the system for her.

  Months later, ******* contacted me to add additional cameras to her system.

  I quoted her a fair price to add additional cameras, installed.

  She got upset when she located a similar NVR KIT with 4 cameras online for more money.

  She somehow felt that the kit with 4 cameras was what we agreed to, however, we both agreed to the NVR and 2 cameras as shown in the quote.

  This was exactly what ******* asked for, agreed to and received.

  If there is anything I can do to help set *******'s mind at ease, I am happy to help.

  
  

  If you have any questions or concerns, please contact me and I am happy to help you.

   

  Please note: Our company, Guardian Fire and Protection,  is certified to inspect and recharge all portable fire extinguishers

  If you are interested please call and we can review what your specific needs are.

  Take care

  
  

  Neil W****
  Security Technician
  *******************************

  
  

  Certified for

  Portable Fire Extinguishers

  *****************************

  
  

  Customer Answer

  Date: 27/01/2023

   I am rejecting this response because: 

   The original May invoice, for which I have a copy of, is not 

  stamped quote. My copy is labeled as invoice.

  It is obvious that Neil adjusted/doctored this second copy to justify denying me the 2 additional cameras that came with the kit. Similarly, he created an invoice after the work was agreed upon, completed, and paid for in May 2022, dated January 2003.

  I will forward a copy of the original invoice via email to prove this. And obviously I have no intention upon ever employing Neil's services again. I would, at this point, have to seriously consider taking my dispute to small claims court, if Neil is so insistent upon denying me those 2 cameras that I certainly paid for back in May 2022. The price of the kit with 4 cameras is what I paid, as indicated on my May invoice, again clearly demarcated on my copy as invoice.