Complaints

This profile includes complaints for OnTech Smart Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OnTech Smart Services

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  OnTech Smart Services

  45A Commerce Way Totowa, NJ 07512-3106

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:12/18/2024

  Type:Service or Repair 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.

  I purchased a SimpliSafe system and hired Ontrch to install system through my house. Recently, I lost power and SimpliSafe was attempting to walk through a reset, however my doorbell needs to be reset and required me to to unscrew the screws to be able to reset. When I looked underneath the doorbell, I noticed the s**** was installed incorrectly, instead of expecting to see the part of the s**** to put the screwdriver in, the actual s**** part is showing, meaning the s**** was incorrectly installed, making taking the cover of the doorbell to reset it basically impossible without breaking it. Ontech now wants to charge me to come back out and fix their mistake because I didnt notice this within 60 days.

  Business Response

  Date: 12/23/2024

  December 19, 2024
  
  
  
  Mr. ***** ********
  *****************************
  **************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ******************* December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You said that you discovered an installation defect with the doorbell while troubleshooting with Simplisafe. You requested we come out to repair it; however, as you are outside the 60-day warranty, it was denied.
  
  Per our installation terms (which are available on our website), we provide a 60-day workmanship warranty following the service date.Considering the doorbell was installed on April 18, 2024, you are outside the warranty; however, considering the circumstances, I set up a technician appointment for you.
  
  When we spoke, the first mutually agreeable date was Friday,January 3, 2025. I also notified the local office of the exact issue, so they may be prepared to resolve your concern.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair 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.

  I have a complex, multi-zone heating system. I needed a ********** adapter installed in order to support a Nest Thermostat. I was willing to pay for that installation so I would not have to do the research and figure it out myself. When I booked the appointment, I also called the support line to explain my situation and offer some details in order to ensure this would be successful. They would not allow me to provide that information and insisted I had to book the diagnostic appointment. Appointment comes, tech takes one look, snaps a photo, calls his boss, and a minute later tells me this system can't support the adapter installation. 5 Minutes, $169, and no resolution. So I decided I WILL put in the time to do the research and figure it out. 30 minutes on the internet, 10 minutes at the hardware store for a small length of wire, and bam, it is installed. So not only did they charge me just to tell me what they could have told me over the phone had they let me send them a photo or describe the wiring/zone valve situation, but they arrived at an incorrect diagnosis, and I had to solve the problem myself. This is NOT the technicians fault. He was great. My system is old, and I would not expect most folks to recognize how it works. However, he did the right thing in reaching out to his leadership for assistance, and they failed him. I even heard him ask "Can't I just wire it in, the wires all look like they are there." and he was told "No, those valves won't work with this thermostat." Their only advice was "Buy the newer Nest Learning Thermostat. It's compatible." I would not have minded paying if they had fixed the problem. And if the situation really WAS unfixable, I'd have been annoyed, but mostly at the failure to do any preliminary online of phone based diagnostics. However, in this case, they clearly failed all around. No prelim diagnostics, and then an incorrect assessment, earning them a fat fee and leaving me to fix it myself.

  Business Response

  Date: 12/23/2024

  December 19, 2024
  
  
  
  Mr. **** **********
  *******************
  ************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ********************* December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You requested a refund of $169.00 for a Smart Thermostat Diagnostic since you were able to repair the thermostat on your own.
  
  Per our terms and conditions, which are available on our website: Resolution of the issue is not guaranteed.  Diagnostic services do not include HVAC repairs or replacements, electrical modifications, ethernet wire pulling or cable modifications, security system cameras or life safety devices such as smoke and CO alarms, repair of faulty wired sensors, door handle installation or repairs,initial WIFI setup, running new ethernet, replacement router and/or parts.  Products, installations and other connectivity setups must be purchased separately. Due to this being disclosed ahead of time, a refund is not warranted.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22705723
  
  I am rejecting this response because: The diagnostic service specifically includes the installation of the ***************** adapter if it is determined that such an install will rectify the problem.  I confirmed this on the phone call I had with support prior to scheduling the diagnostic appointment.  The person/manager contacted by my technician was incorrect when he said that the problem could not be solved with the Power Adapter installation.  My issue is not that I am asking for a refund due to a failure to receive a service that the terms and conditions clearly say will not be done.  Instead, my issue is that while the on-site technician WANTED to go ahead with the installation, he was incorrectly informed that such an installation was futile and to not proceed.  Had he proceeded, we would not be having this conversation, as everything would be fine.  This is the equivalent of a ** technician showing up, taking a quick look at the ** and saying "Sorry, nothing we can do, you'll need to buy a new **." when in fact, a simple reboot would have fixed everything.  Or a mechanic saying "Sorry, the car is dead, you'll need a new one." when a new battery would have fixed everything.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  
  
  Mr. **** **********
  *******************
  ************************
  
  Re:          BBB Complaint #********
                  ************* - ************
  
  Dear ********************************* 15, 2025, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating the work necessary to complete the Nest Thermostat installation is within the technicians capacities,if he received correct advice from his management. You continue to request a $169.00 refund for the diagnostic service.
  
  A statement from the technician and his management says that the work necessary to correctly install and calibrate the existing thermostat falls outside their capabilities, as the wiring existed at that time. As you indicated, you had to add additional wiring to allow your purchased thermostat to work. Per our terms and conditions, Diagnostic services do not include HVAC repairs or replacements, (or) electrical modifications. Our scope of work is to diagnose the ability to install the requested thermostat, and to do so if it is desired. We regret that you do not agree.
  
  Your refund request is denied.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:12/16/2024

  Type:Product 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.

  On December 9th 2024 ontech was contracted to install a ****** nest camera outside of my home. The cost was $159.99. the amount was paid to the company when the appointment was set. So already paid in full. When the tech arrived for the install he quickly stated he would not be able to do the job. As he was not an electrician. He showed me on his app where he was putting down the job was unable to be completed and that the company was issuing a refund. Told me to look for it in the next 5 to 7 business days to be back on to my card. Today's date is December 16th and I reached out to on tech to inquire about my refund. ***** from on tech told me this was not their issue and I would not be receiving a refund from them. He stated I need to reach out to ****** to get my money back. As frustrated as I was with the conversation I told him I would do just that. So I reached out to ****** and of course their reply was that the charge came from on tech and I would have to seek a refund from them as ****** has no control. So I call ***** back. His customer service was very lacking and he stood firmly on the fact I was not getting a refund and I could contact my financial institution if it was that important. The product was never installed. They were paid in full. I deserve a refund for services that were never performed.

  Business Response

  Date: 12/23/2024

  December 17, 2024
  
  
  
  Ms. ******* *****
  ****************************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. **************** December 17, 2024, we received your complaint, dated December 16, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased an installation for a ****** outdoor camera from us. However, the technician was unable to complete the installation. You contacted customer service for a refund, but you were denied.
  
  Per our refund policy (available at *************************************************************), For installations we are unable to complete on the day of your appointment, we will initiate your refund 14 days after your original appointment date. You are still within this 14-day window. I requested the refund be issued. Please allow 7-10 business days for processing.   
  
  We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue may have caused.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a house that already had a giant ring security system installed, including cameras, window sensors, etc. I called Ring to ask if I could have somebody come out and help me professionally set it up and they referred me to this company. I called and spoke to a customer service representative who talked me through how to schedule an appointment on their website. I selected everything exactly as the representative requested. When the technician arrived, he told me that I had requested the wrong service and he would not be able to help me. He told me to rebook it using a different selection. When I called the company back, they told me I had selected incorrectly and they would not refund my money. As I had said previously, I selected exactly what I was told to after describing the work I needed. They were extremely rude and would not let me speak to a supervisor nor provide me with a refund.

  Business Response

  Date: 11/26/2024

  November 25, 2024
  
  
  
  Mr. **** ******
  ********************************************************************************************
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ***************** November 25, 2024, we received your complaint, dated November 23, 2024, filed with the Better Business Bureau.
  
  You stated you called in to get a Ring security system running. The agent who assisted you in creating the work order recommended the incorrect work order type, causing the technician who came out to be unable to assist. You requested a refund for the services you did not receive.
  
  Due to inheriting an established security system within your new home, I would recommend our OnTech Smart Home Advisor work order. It is an in-home consultation with one of our technicians. After diagnosing what needs to be completed, the technician would write up a quote for you. Should you choose to work with OnTech, the $49.99 fee for this service would go towards the recommendations the technician made.
  
  For more information on what is required to move the devices from a prior owner of a Ring product to you, please visit the following link: *********************************************************************************************************************************. The steps are:
  
  Tap the menu (?)
  Tap Set Up a Device in the Ring app
  Select the device category
  Scan the ** code on your Ring device
  When you see the device transfer screen, tap I want to transfer this device
  
  When these steps are completed, Ring will send the prior owner three emails notifying them that someone is trying to overtake their system. If there is no response from them in 15 days, the devices will be removed from their account.
  
  Due to the technician being unable to get your Ring system up and running, a refund of $182.09 was issued. Please allow 7-10 business days for the funds to be sent to the card used to make the initial payment.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ********* *****

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 10/28/2024 I had a technician install a Ring doorbell, The doorbell never worked he told me it was a Wifi issue and to go buy a Chime Pro wifi extender, did that and I paid my cable company to move my modem and router closer and bought wifi pods through ******** my cable company, nothing worked. I called Ontech back, they came out and I paid for another install and a new different kind of doorbell on 11/9/2024, a ****** nest doorbell. Now it works fine. I called Ontech twice to get a refund for the first installation and they told me to contact Ring for a refund. I contact Ring who told me No we don't refund for installations, kindly refer back to Ontech. Obviously Ontech is who the charge is from, not Ring. I've called and twice and sent an email with no resolution. The Ontech guy (second tech) even called Ontech for me to try and get me a refund for the first install and no help. The order # from that install is *****************, his name was ******** *******.

  Business Response

  Date: 11/14/2024

  November 12, 2024
  
  
  
  Ms. ******* **********
  *************************
  **********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ********************* November 11, 2024, we received your complaint, dated November 11, 2024, filed with the Better Business Bureau.
  
  You said that you purchased a Ring Doorbell camera with installation. However, we were unable to get it working, so we installed a ****** Nest Camera instead that works to your satisfaction. You indicated that you were charged for two installations, and you requested a refund for the first installation.
  
  Enclosed are the two invoices for your installation. You will see that you were charged only once for the installation, power adapter and doorbell. You were not charged for a second installation or another doorbell.
  
  Since you worked with Spectrum for additional services, we will provide a refund for the requested installation charge and devices installed. 
  
  When we spoke about this matter, you confirmed that a refund of $155.70 (the cost of the Ring Doorbell installation), would resolve your concern. This refund has been submitted; please allow ten business days for processing.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  Enclosure
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ********* *****

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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.

  On Tech Smart Services was recommended to us by ********** to install security systems (including cameras) at my daughter's house and our own home. On August 29, 2024 and September 2, 2024 an On Tech technician came to install the systems at the 2 addresses. The same tech installed both systems. The tech informed us that the SimpliSafe cameras would not work on any wifi except 6e and said that the **** wifi that we had at both locations would not work with the cameras as the wifi was not 6e. He proceeded to inform me that he had routers with him on his truck that he could sell me that had 6e so the cameras would work. As I needed the cameras to work I trusted the information he was giving me and purchased 2 routers from him for a total of $385.67. After some investigation I discovered that what the install tech told me was false and the cameras would have worked with the wifi that I already had at both locations. He sold me the 2 extra routers using fraudulent information. I have contacted On Tech twice to try to resolve this and have been told that they will not tell me the name of the tech who did the install and that when I called to report the fraud it was more than 30 days from the install (35 days on first install, 32 days on second install) which was past the time allowed. Even though I explained that I was not trying to return faulty equipment but to report the fraudulent sale of equipment, the customer service agent did not care. On Tech was not willing to refund the cost of the routers that were sold to me fraudulently because I called 2 and 5 days past the 30. I have reported them to ********** as well and recommended they not refer customers to this fraudulent company to install their systems. The tech that lied and sold me the routers should be fired but apparently no one at On Tech cares that their techs lie and defraud customers.

  Business Response

  Date: 10/28/2024

  October 25, 2024
  
  
  
  Ms. ****** *********
  ********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************** October 24, 2024, we received your complaint, dated October 23, 2024, filed with the Better Business Bureau.
  
  You stated you were incorrectly sold two 6e compatible routers to work with your Simplisafe security system. You requested to return these routers for a refund.  When you attempted to do this with customer service, your request was denied, as it was outside the return window.
  
  Upon review of Simplisafes Wi-Fi requirements (available on ************************************************************************************************************************) it says that your service will work with Wi-Fi signal broadcast at 2.4 GHz; therefore, the routers you purchased may enhance the service, but is not mandatory. The routers purchased can still strengthen and extend out the wireless signal on the 2.4 GHz broadcast.  
  
  Per our return policy (available to review at ****************************************************) we provide a 30-day return window. As you acknowledge in your complaint, you have called us outside this window. Considering the return policy has been readily available prior to the purchase and the routers do provide a benefit to you, OnTechs customer service declined the return. Additionally,as an exception, I emailed you a label to return the two routers. Once each router is received and inspected, we will provide you a refund for the purchase price of the two routers ($220.39 for the ****** Nest Router and $165.28 for the Linksys router).
  
  We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue may have caused.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22465215
  
  I am rejecting this response because: I have not received a label to return the equipment. The response from the company states, "I emailed you a label to return the two routers" which I have not received. I also have an issue with the statement regarding the equipment extending and strengthening the signal, saying my service would still be enhanced by using the routers. This is incorrect information. 6e routers increase the bandwidth and spectrum of data that can be transmitted but actually shortens the distance that the signal will travel. Being a tech company surely you know that the statement is false. I object to the statement that I was "incorrectly sold" equipment and that an exception was being made to accept a return and submit a refund to me. The equipment was fraudulently sold to me. There should be no exception to a 30 day return window when a technician fraudulently sells a customer equipment. As I have stated previously, this is not faulty equipment, and I didn't simply change my mind and decide I didn't want it. There should be no "window" of returns on fraud. While I DO want to return the equipment for a refund WHEN I am sent a return label, I want to be clear that On **** is not doing me a favor by making an exception, you would be doing what is right when a tech defrauds a customer. I did call the number that was given in the reply to speak to the respondent, and I left a message, but he has not returned my call to attempt to resolve this.

  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/12/2024

  November 12, 2024
  
  
  
  Ms. ****** *********
  ********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************** November 7, 2024, we received your rebuttal, dated November 7, 2024, filed with the Better Business Bureau.
  
  You stated that you did not receive the return label. You also said I provided incorrect information about the routers you received. In addition,you indicated that accepting the return of the devices outside the return window should not be considered an exception.
  
  Prior to receiving this rebuttal, we spoke on the phone and addressed your concerns. After a return label was created, it should have been sent out automatically; however, you advised me that you did not receive it, so I emailed the label to you directly. You confirmed the label was received.
  
  I also went into detail regarding how the routers are intended to work. While Simplisafe does not require the 6e (as you were led to believe by the technician), it still has the capability to expand the reach of the wireless signal within your home acting as the new waypoint. As you do not need the routers and you were under the impression it was necessary for SimpliSafe to work, I found this was a reasonable reason to allow a return of the devices outside the ****** window. Please note: any returns outside the 30-day window are dealt with on a case-by-case basis, regardless of reason. 
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Sales and Advertising 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.

  Earlier this month we purchased a home security system and were referred to OnTech as the installation partner. OnTech came out to do the install, and it was a disaster. The installer, **** ******, had a hard time from the start. He seemed very unfamiliar with the set up and even said that the guy who normally does this was out on vacation. After being at the house for over 4 hours, we were told the install was complete. Later that evening, the alarm started going off, and as soon as that happened the television and internet were knocked out. The installer came back the next day, said we needed 2 routers and a surge protection and charged us 398 for this. Keep in mind, the house is single level ranch about 1200sf. He said the 2 routers were required because the signal could not go from one end of the house to the other. He went back and to the circuit board and moved things around again and said that the issue was related to the internet service provider(***). We called out our *** and they found that the issue was due to the incorrect set up of the security system and that the installer had damaged the circuit board. The *** resolved the issue, explained that 2 routers were not needed, especially since we never had issues with the television or internet prior to that install. Since the *** found the issue to be caused by the installation of the security system, we were charged another 400 for the *** to fix that issue. So in addition to paying the 335 install fee, we were also charged 398 for routers and a surge protector that was not needed and 400 to have the internet and television circuit fixed from the damage caused by the OnTech installer. We have since removed the security system because of the HORRIBLE experience! I want to be refunded for the cost of the install and the unnecessary 2routers and surge protector. Very poor experience and deceptive installation technician.

  Business Response

  Date: 10/22/2024

  October 22, 2024
  
  
  
  Ms. **** *****
  ***************
  *********, ** 60942
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. **************** October 17, 2024, we received your complaint, dated October 17, 2024, filed with the Better Business Bureau.
  
  You stated that your parents purchased a SimpliSafe security system and hired OnTech to install it. During the installation, it was recommended that a surge protector and three Linksys routers be purchased as well. After the system failed to meet your parents needs, you requested the cost of installation, along with the devices, be refunded.
  
  When we spoke, you indicated the security system is going to be returned and your parents will not need the devices purchased. As the routers and surge protectors are within the 30-day money-back guarantee window,I mailed you a shipping label to return these products for a refund.
  
  The installation is a service that is typically non-refundable.This is per our terms of service, available here: ****************************************************. However, considering the security system is being returned to SimpliSafe, as a customer service gesture, I submitted a refund for the installation.
  
  Both sets of refunds will take up to ten business days. This ten-day time frame will start for the surge protector and routers once they are received and inspected by our shipping facility. 
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** *********
  Team Lead
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  More than 60 days after installation I noticed a recording issue with my exterior SimpliSafe (SS) camera installed by OnTech (OT). Automatic recording is triggered by the camera's motion detection. The camera's view includes a sidewalk moving from the bottom left to the top right of the camera view. Because the issue was subtle, I did not immediately recognize it as a problem. Objects moving from left to right were detected before the object was in view. Objects moving from right to left were not detected until the object was nearly 80% of the way across the screen. Once I realized this behavior was wrong, I spent time researching settings to no avail. I then spent time researching the technical specifications of the camera and eventually found that the distance from the camera where a moving object is detected is cut in half if the camera is installed upside down. At the time the camera was installed I was not told the camera was being installed upside down. There is a setting to rotate the image, which the installer used without my knowledge. I was not advised of the potential impact. Within the last several weeks I contacted SS and was told I would need to deal with OT. OT's initial contact said because my claim was beyond the 60 day warranty I would need to pay to have the camera reinstalled. I asked that a supervisor be contacted and was told one would get back to me. After more than a week with no return call I had to call OT again and this time a supervisor denied my request. I then called SS to see if they could use their leverage to get me the resolution I requested. A supervisor there said that ** is a separate company and SS had no control. I am 77 years old and climbing ladders is no longer a safe endeavor. To fix the problem myself requires that I hire someone. Because the problem is caused by OT's improper installation and failure to mention any impact and that discovery could not be reasonably had in 60 days I want OT fix the problem free.

  Business Response

  Date: 10/08/2024

  October 3, 2024
  
  
  
  Mr. ******* ******
  ***********************
  ******, ********
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Mr. ***************** October 2, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
  
  You stated that more than 60 days after you had a camera installed, you noticed it was not recording correctly. You mentioned that it was installed upside down with the screen rotated, which is causing issues. You said that you contacted customer service who told you that you are outside the warranty period. You requested a technician reinstall the camera.
  
  Our records indicate that the camera in question was installed on June 18, 2024. We provide a 60-day workmanship warranty on the service following the service date.  For more information, please visit *****************************************************************.
  
  I attempted to contact you by phone on two separate occasions; however, my call was not returned. 
  
  In the interest of customer service, a free technician visit has been scheduled for October 30, 2024, between 10:00 am and 12:00 pm. If this time or date does not work for you, please contact customer service at ************** to reschedule.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ******** ********
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by OnTech in reference to complaint ID ********, and find that this resolution is satisfactory to me.   In doing so I have two comments:

  First, OnTechs reply noted that I had not returned two calls made to me.  For the record I received voicemail messages from those calls and did attempt to call back.  Each time I did so my call was not answered and no voicemail option was provided.

  
  Second, the problem with the installation was subtle and not easily discovered nor was the cause of the problem easily identified.  As I mentioned to both the initial customer service representative contact and then later to that contacts supervisor, the installation tech did not advise me that the camera was being installed upside down and the possible consequences of that action.  It took more than 60 days to identify the issue and its cause.  These facts did nothing to sway OnTech from waiving its 60 day warranty threshold.  It took the public embarrassment of a complaint to the BBB to get the company to escalate the complaint to someone above a customer service supervisor.
  
  I am grateful that the BBB exists so that individuals have a means of getting more than a cursory and knee jerk reaction to a conflict with a more powerful corporate adversary.  In this case the resolution was satisfactory but even if it had not been, at least the complaint to the BBB raised the issue to a level where a review could be made by someone in authority who had a broader view of corporate operations and customer service.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/12/2024

  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.

  I am filing a complaint with the Better Business ***** and ***'s ************************* as I have been trying to get a technician from On Tech to come and install the 3 outdoor cameras and one indoor cameras.I have called 6 times to have On Tech schedule a technician to come and they said there is no one available to come to my residence which is ******************************************************************************. That is very odd as they sent a technician to install the entry sensors but not the cameras, the technician was not authorized to install the cameras and therefore I kept calling to have them send another technician to install the cameras but every time they say either the system is down or we don't have a technician.I asked to speak to a supervisor and they said there was no one available and no one has called or emailed me. That is unprofessional and fraudulent behavior and I am filing a complaint as the *************** has not been responsive to resolve this issue.

  Business Response

  Date: 09/18/2024

  September 18, 2024
  
  
  
  ***** El *******
  ***************** NW
  **********, ** *****
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ***** El *******:
  
  On September 12, 2024, we received your complaint, dated September 12, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased three outdoor cameras;however, you have been unable to get a technician out to install them, despite calling in six times. You requested that the installation of these cameras be completed.
  
  On September 17, 2024, a refund for all three cameras was provided. We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ******** ********
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair 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.

  I purchased an *********************************** for a new Nest Camera - Outdoor. The service is advertised as a 1 ************* I also purchased the weatherproof power cable for the camera at an additional cost from the ****** Store. The camera was opened 1 hour before the installation appointment and setup on the ****** Home app and placed back in the box. The technician arrived for the installation. The installation service was not completed successfully or professionally. The installer installed the camera so that it is not secured or flush against the exterior of our home. The installer damaged our new white camera by transferring dirt, grime, and grease onto the camera that could not be removed. The installer installed the power cable in a way that the garage door closes on it each time it is opened or closed. The installer left garbage from the install in our garage, including his shoe cover booties. The installer did not demonstrate how the camera operated, check the configuration, or offer any advice about the camera operation. All of that was supposed to be included in the service. The camera acted unprofessional and aggressive towards one of the residents, stating "Hurry Up! This is taking too long" as the resident was trying to assist him (handing him screws and sticky hangers) while he was on the ladder. This happened 35 minutes into an hour appointment. The installer damaged the property by trying to drill through a metal wall in the garage after being asked not to. After the installer believed he was done, he took his ladder and left. The outdoor video camera and the interior video cameras were recording during this installation. We took photos of the camera installation and trash left behind. We immediately reported this installation experience to this merchant after the installer left. The merchant scheduled another appointment for 8/3 to complete the install but cancelled it 30 minutes before it was scheduled to start. We want a full refund.

  Business Response

  Date: 08/12/2024

  August 10, 2024
  
  
  
  Ms. ****** ********
  *************************************
  *******, ** *****
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. ******************* August 6, 2024, we received your complaint, dated August 5, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased an outdoor camera, but you expressed your dissatisfaction with the installation and technician. He drilled into your metal wall after being instructed not to do so, smudged grease on the camera and the power cable was routed in a way that interferes with the garage ******** requested a full refund.
  
  Our records indicate that a technician visit was completed on August 6, 2024, to remount the camera and reroute the power cable. They notated your account that you verified the camera was at the right angle and ensured the system worked correctly before leaving.
  
  A damage claim, #******, has been opened regarding the technician damaging the camera and drilling into your wall without authorization. Your damage claim representative is ******* *********, and she will be in contact with you.
  
  As we corrected the issue on August 6, 2024, we decline your refund request. If you would still like to pursue the refund, the item would need to be returned prior, in accordance with our refund policy. If you would like to move forward with this, please contact customer service to initiate the return process.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  ******** ********
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22092644
  
  I am rejecting this response because: 

  1. I did not purchase the Nest Outdoor Camera from this merchant. It was purchased directly from ******, so there is nothing to return to this merchant. I am still seeking a refund for this installation. Legal action is on the table for the refund and the documented damage to my property.

  2. I have not heard from ******* vialpanda regarding damage claim, #******. This merchant is being disingenuous in their response as they have failed to contact me directly since this BBB claim was filed. I called this merchant to inquire about claim #******. The representative could not find any such claim. 

  3. Next steps: Lawsuit
  
  
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 08/20/2024

  I have attached the requested receipts:

  1. Order confirmation of ****** Nest Outdoor Cam installation for $159.99 purchased from OnTech Smart Services

  2. ****** receipt for purchase of ****** Nest Outdoor Camera

  3. ****** Receipt for payment to OnTech Smart Services

  4. ****** Nest receipt for ****** Outdoor Cam *********

  Business Response

  Date: 08/23/2024

  August 22, 2024
  
  
  
  Ms. ****** ********
  22508 ************* Ter.
  *******, ** *****
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. ******************* August 22, 2024, we received your rebuttal, dated August 22, 2024, filed with the Better Business Bureau.
  
  You stated that you are rejecting our response, as you contacted us regarding claim #****** and the representative was unable to find it. You also indicated that you have yet to be contacted, and you continue to request a refund for the installation.
  
  Our records indicate that the last time we received a call from you was on August 1, 2024. Our damage claim representative attempted to reach you on August 20, 2024, and left you a voicemail, which to date, has yet to be returned. We would recommend returning the damage claim representatives call, so that they can move forward with the damage claim process.
  
  A review of your account reflects that a technician went out after the installation on August 6, 2024, and corrected all the work you were originally unhappy with. They even had you verify all cameras were working and at the right angle. As the installation was completed, we are unable to refund it.
  
  Sincerely,
  
  
  
  ******** ********
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22092644
  
  ********,

  I appreciate your written response. However, what I don't appreciate are the many disingenuous statements made in that response. You are grossly misinformed, perhaps, or you are blatantly making false statements to construct a specific narrative to evade your responsibility to cure this matter. Either way, I have included evidence which directly impeaches your statements. I have attached evidence of a screenshot of my phone records which refute your claim that a voicemail was left on August 20 that I have not responded to as of yet. That is a complete fabrication. As shown in my evidence 1, I received a telephone call from ******* ****** at 11:56 AM, to which I answered, and we spoke for 3 minutes. There were no other calls made to me that day. In that call, *** ****** requested a date /time that he could return to my home and inspect the damage made by your first unprofessional ********** I stated that I would check my busy schedule and respond with that information. On August 22, as shown in my second evidence, I emailed *** ****** with my availability. For the record, ********, my husband and I share mobile and email services, which means that he also witnessed these communications. You stated another falsehood in that your records do not show any contact with me since Aug. 1. The absurdity of that is beyond comprehension. I have included my third evidence which shows a telephone conversation with *** ****** on Aug. 4 for 22 minutes. That call was a response to me contacting your company after you failed to show up (No Show) for your August 3 installation appointment at my home. We spoke with your customer service ***** after filing the complaint with the BBB and the **************************** specifically because of the damage claim that only you seemed to know existed. We still have never heard from "*******". On August 6, an installer and *** ****** were in our home. Although some adjustments were made, the camera was not cleaned and still has the dirt and grease from the first ********** A more serious issue, ********, is your willingness to make excuses and deflect. You have failed to address any of the concerns from my initial complaint. You have ignored the evidence we presented about your unprofessional, aggressive installer and how his installation was executed with Neolithic incompetence. You have downplayed the trash that your installer left behind in our home or how he became so combative and threatening that a neighbor was concerned for my safety. You have failed to mention that although the second installation went better, the damage to our camera remained uncorrected. All of these intentional omissions in your responses lead me to believe that this matter cannot be solved without legal intervention. You have proven your willingness to communicate false and misleading information in a failure to address the real issue. Also, we believe it is important to publicly document this issue to hold you and your company accountable, but also for our safety. We will be posting all evidence, correspondence, and facts regarding this case across social media, tagging your company and partners. This will include the video of your installer behaving aggressively in a customer's home. We no longer believe customers are safe with your employees in their homes. You may feel free to have your attorney contact me directly or respond to our legal notice. I hope your future responses will be more truthful then your previous ones. This is 2024. You should assume that everything is subject to be recorded. We can provide proof for every statement we make. Can you say the same? In the meantime, we will move forward with exploring our legal options, which may include filing a police report to get your first *********** aggressive behavior on record. 

  Property damage, in the face of threatening behavior and aggression, is a very serious matter.
  

  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 09/11/2024

  An inspection has not been completed as of 8/22. 

  Business Response

  Date: 09/18/2024

  September 18, 2024
  
  
  
  Ms. ****** ********
  22508 ************* Ter.
  *******, ** *****
  
  Re:          BBB Complaint #********
                  ************* - *************
  
  Dear Ms. ******************* September 16, 2024, we received your second rebuttal,dated September 16, 2024, filed with the Better Business Bureau.
  
  You stated that you are rejecting our response because as of August 22, 2024, an inspection has not been scheduled.
  
  Our records indicate that as of September 11, 2024, your damage claim was closed because our local office has been unable to reach you to schedule an appointment time for the inspection. Please note that you were also sent a letter with this information.
  
  If you wish for the damage claim to be reopened, you will need to speak with your damage claim representative, ******* *********. Please contact her at the number you were previously provided. 
  
  Sincerely,
  
  
  
  ******** ********
  Sr. Corporate Case Manager
  Executive Escalation Team
  OnTech Smart Services
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22092644
  
  I am rejecting this response. Since the filing of this case on August 6, 2024, ******** ********, the Corporate Case Manager, responded with numerous false and grossly inaccurate statements on behalf of OnTech Smart Services. She also failed to address the issues we presented in our complaint. She even lied about a voicemail. It is from that perspective that we believe Ms. ******** and OnTech Smart Services will not act ethically in their claim process regarding the damages to our home. It is from that perspective we have decided to hire an independent contractor to assess the damage to our home. That estimate for repairs will be sent to OnTech Smart Services. If they accept their responsibility to repair the damage to our home, we will arrange for that contractor to complete the work after they have been paid by OnTech. If they choose to not accept the estimate or fail to respond, a civil lawsuit will be filed in our county, supported by a criminal complaint against their worker.
  
  Sincerely,
  
  ****** ********