Complaints

This profile includes complaints for Wise Security Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wise Security Systems, LLC

  6303 E 86th St. Kansas City, MO 64138

• 

  Wise Security Systems, LLC

  PO Box 1024 Grandview, MO 64030

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:03/10/2025

  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.

  Wise Security Systems LLC Grandvuew ,Missouri is not a reliable security system business..
  
  They have not adequately or properly lived up to their support agreement to provide a functional workable security system to a customer with a perfect payment record.They are unresponsive to request for service calls and have come up with imaginative and irrational executes for not conducting business in a normal fashion. Claiming a customer is disrespectful to argumentative phone representatives and impatient when all he needs is an expedited service call to address a non functional system renders the business as completely unreliable for any customer interaction with , unfortunately argumentative and people who have some business l
  problems or are unprepared to handle the most basic form of customer interaction.
  
  This business was recently purchased from ***** ******** ******* and they apparently are not performing very well
  
  They apparently are not responsive to calls requiring service calls and have deteriorated to the point of accusing the customer and recipient of their services as being non respectful of them when they appear to be incapable of responding in a normal fashion to non functional equipment failures.
  
  Please enter them into your data base and register a formal complaint.
  
  When a company resorts to inaccurate negative characterizations of their customers rather than reply to emergencies they have violated the fundemental tenets of acceptable customer service

  Business Response

  Date: 04/02/2025

  This customer is incorrect in many of the things he is stating.

  First Wise Security purchased ***** ******** not the other way around. 

  We have many calls from this customer  that are recorded. We tried to work with this customer on several occasions about his issue. He gets mad and hangs up or just talks over whoever he is talking to. The problem is that the customer will not listen to what is being said. His alarm was functioning, he set it off and it caused an issue with the way he NORMALLY sets the alarm. He was instructed on how to set it the other way and then a service call was set up. He then proceeded to complain about having to pay for a service call. 

  The night he set his alarm went off he called into the central station, but they can't help him with technical things. Then he called in and got the answering service which gave him the option of paying an after hours fee if this wasn't a true emergency for the tech on call. He kept the poor girl on the phone for approx 9 min badgering her. She did her best to try and help him but she is only  anwering after hours calls, she is not trained to be tech support.  At one point in the call he even asked her if she was awake and did she need coffee.  He was arguing with her just to argue and be a bully.We have this call recording as well. His alarm just worked in a different way to set it. If he had listened to the answering service when he called in then this would have all been avoided. 

  The next day he called in and demanded a service call. I myself got on the phone with him and tried to walk him through a couple things, he kept talking over me and told me 3 times during the conversation he was an Engineer. In fact he tells anyone who talks to him that he is an engineer. My office then called him to set a service call up and he was rude to them as well. We also have these calls recorded. 

  This is not the first time we have had issues with this guy. Last time he was incredibly rude and again acting like a bully to my technician. Only after I told him the tech knew what he was doing and proved it to him for that service call did he back off.

  This man is nothing short of a bully trying to make people's what he wants when he demands it. I felt the best thing to do for everyone was to terminate the relationship with this customer, as I will not have my staff spoken to in the manner he treats people. 

  So instead of just realizing it was better to terminate the relationship, he contacts the BBB to try and cause more issues. 

  We have the right to terminate a relationship with any customer who is threatening us, or speaks to us in the manner he does. 

  I am more than willing  to provide the recorded conversations of this entire matter and I think perhaps you will understand why we no longer  wish to do business with this person.  There is no making this guy happy about anything. 

  To slander Wise Security because he is angry and not listening is not appropriate behavior for a rational person. It is however the issue in today's society that these type of people think they can just conduct themselves in this manner and try and ruin the reputation of others to make themselves feel better.  

  In regards to the cost he placed on his system, this is a false statement, it doesn't need replaced. It was communicating every day to the central station which means it is working properly. At the time we shut off his alarm for our services it was communicating properly. It needed power cycled (for him to use the one button arming)which I tried to walk him through but he didn't feel "comfortable" doing this, which is why he needed a service call. We have  90 year old little ladies do this, it's not difficult. We try to help people in this manner so they dont have to pay service call.  

   

  Customer Answer

  Date: 04/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This statements represent the unprofessional attempt to justify unjustifiable actions.

  wise Security recently acquired a customer responsive technically professional company called Maxim Security. Since they have acquired the company there have been multiple instances of errant billing and a demonstrated lack of technical acuity which cannot be covered up by inventing coccyxes for not being responsive to non functional equipment or being professional enough to apologize or correct the errant behavior of substandard employee representatives.

  If there was ever a question of talking over someone that would be a common characteristic of both the owner and the employees answering any trouble calls the principal function of a security service.

  If I appeared to be a “bully” it is likely the inability of the receiver to repectfully answer any calls .
  

  I would politely caution the owner about reviewing the recordings but I am alll for that since the amount of damaging information supporting all of my statements would be IMMEDIATELY apparent including the Owner’s avoidance of servicing the equipment by attempting to have me reprogram the security panel or have me change a battery and transformer to essentially manually try a method to reboot the system.

  And Inhave now determined that a number of neighbors who have Maxim have experienced a “ downgrade in performance” in recent months which appears to correspond to the acquisition of a company whose management is principally concerned with managing economics to the exclusion of the preservation of customer security.

  In the approximately 18 years I

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

  Business Response

  Date: 04/11/2025

  I have attached the audio files from with regard to the issue.
  I
  believe that the office and everyone who spoke to this customer tried
  extremely hard to help him, inform him and work with him. It is very
  obvious, that he didn't understand what each person he talked to was
  trying to tell him. On multiple occasions, I ******* tried to explain
  something to him, as well as being willing to have him power cycle the
  panel and help with that. The customer owns his equipment, it is not
  leased and therefore service charges are required anytime we roll a
  truck. The recording also clearly shows that he didn't want the Call
  Center (after hours emergency call taker) to transfer him to a
  technician). Nobody in my office was ever rude to him, in fact he hung
  up on the girl in our office two separate times while she was still
  trying to talk to him. 
  I have been in this industry for 32 years,
  I purchased ***** ******** because the owner  ( who was a very good
  friend) passed away in his sleep three years ago. ** **** seems to think
  that all of a sudden we took over and nothing is right with anything
  billing, his system, etc. In fact, we have been running Maxim for the
  last 3.5 years, so it is simply not because we just  took over and now
  it is an issue. He is blaming us for his payments not being to us by
  specific dates, we don't control that, the bank does and just because
  they process a payment, doesn't mean we get it the same day. 
  The
  point is, his system was working, it was still testing in to the central
  station, and I was able to have him push buttons to let me know it was
  working. Just because he had to use his code to arm it instead of a
  single button, doesn't mean its not working. It was simply a single
  button that he pushes to arm the system that wasn't working, BUT the
  system could still be armed and would still call the police if it was
  triggered. I even told him to test it if he wanted to and he didn't want
  to do that. Which is in the recording I have attached.
  ** ****
  also doesn't seem to understand that when he calls in after hours, it is
  a call center taking his call, they have no training in this industry.
  They are simply there to take a call and transfer it to the on call
  technician for emergencies. They can NOT answer anything, that is not
  the service they provide.
  On I believe three occasions in these
  calls he brought up an attorney or legally this or that. I don't need to
  deal with someone who refuses to be reasonable and listen to what is
  being said as a customer. I also don't believe he has any business
  asking for my employees last names or how many of this or that I
  employee, its none of his business. I don't wish to do business with
  this person, as he is unreasonable and argumentative at every turn. 
  I
  am done with this matter, I was out of the country on vacation, and had
  to deal with this then as well. I have nothing further to say about
  this, nor do I have the time to deal with this matter any further. I
  hope the audio files I attached shed a little light on how we tried to
  deal with this matter.

  I am going to try to send another message after this with files attached...2 emails with files attached to each to break down the size