ComplaintsforNelson Alarm

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nelson Alarm is non-responsive to customers. They refused to respond to my complaint of Sept. 22, 2023. They also on November 24, sent a repairman to repair an error on my panel. Instead of repairing the error, he told me he is incompetent on phone lines and that I don't need telephone back up on my alarm. I acquiesced and allowed the incompetent to disconnect my back-up communications. They are supposed to have fully trained staff, which they do not. My alarm service is not trustworthy. They refuse to respond to written complaints.

  Customer response

  12/04/2023

  My phone is ************.  Please make a note of it.

  

  Business response

  12/04/2023

  Dear ***************************:
  
  Thank you for bringing your concerns to our attention.  Unfortunately,we have no record of receiving the attached letter dated 9/22/2023 and want to apologize for any inconvenience.  We would like to discuss the mishandled alarm situation in more detail and obtain specifics as we work with each and every customer to ensure a positive service experience.  ********, who is our Business Manager, has left you a voicemail *************) at 2:42PM today.
  
  We received a second letter from you via **** this afternoon, postmarked 12/1/2023.  The letter is in reference to your telephone line which I understand you have switched phone companies.  This triggered the alarm system to report a communication fault code on your keypad which prompted you to request a service call to diagnose and repair on 11/24/2023.
  
  However, it was not recommended to utilize the phone line due to transmission issues with voice over IP since it is not true analog.  Nelson Alarm is aligned with industry best practices where acceptable modes include cellular radio, internet and private networks and we are getting away from phone line communications.  Since you already had a cellular communicator as a mode of communication, there was no further action other than to reprogram to eliminate the phone line and perform a system test to verify operation.  We apologize if this was not explained fully during our service visit.  *********** call of $105.00 will be waived and you will not be charged.  ******** did follow up with a courtesy call on 11/27/2023 at 4:46PM to check in with your services.  As of today, ******** has not received a returned call.
  
  Please contact me or ******** if you have further questions or concerns. 
  
  Sincerely,
  *************************
  ************

  Customer response

  12/04/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  The written response put ********** on the repair issue vs. what I was told.  I was told that the technician did not know how to work with telephone lines, and as such, to prevent him from damaging the wiring disconnecting the phone line as another transmission of alarm was recommended.  Please be aware I was on VOIP phone previously and never received a communication error or problem. 

  As to the alarm situation, it was my understanding the alarm was set off and, after over 5 minutes, no phone calls were made to me, my contact, or law enforcement.  The reason for my inquiry was to determine if the delay were over 5 minutes and, if so, why no phone contacts had been attempted.  I did verify that I showed no incoming missed calls during that time, my contact stated they had no missed calls from you, and law enforcement did not respond. 

  Thank you, BBB for helping me get some resolution. 
  
  
  

  Regards,

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

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