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:12/11/2022

  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 hired Total Security (**************) in June 2016 to install a video camera surveillance system for my house (8 cameras, power supply terminal, computer, installation) for $4,877.26. Over the last 8 years, the computer had to be replaced twice and six cameras had to be replaced (two of the cameras were replaced twice). Additionally, I had to call them at least 10 times for help debugging the interface software for my iphone and ipad (I don't remember the name of the original app...that was replaced about 3 years ago by an app called SuperLive Plus, which continues to have problems).One of their employees came to my house on 12/8/2022 to replace the power supply terminal. He found that in addition to the bad power supply unit, one of the cameras (which had already had been replaced) needed to be replaced again.The bill for the service on 12-8-2022 was $536.70.This system has never worked well. This system is a lemon. I don't feel I should have to pay them. I would also like a written apology from the company for installing such a terrible system.I have receipts for most, but not all, of the repairs. The company never gave me records of all the times I called about the software problems.Thank you.

  Business Response

  Date: 12/27/2022

  I have attached all of ours visits and state what was an installation,service under warranty & service which he was charged. I was not able to attach all documents because it only allowed me four. I would like to get the remaining documents to you as well.

  We do have a tech que in place with tickets when a customer calls in for tech support. We offer free lifetime tech support and he has been addressed each and everytime he has called. I have made exception along the way and did not charge him for equipment that was out of warranty. This system was put in back in 2016 and of course there will be a possibly of something malfunctioning but we have always been there to help the customer. Also attached is the phone call to the customer after he was getting loud with my technician. I wanted to clear things up and explain why there was a charge. Once he answered he immediately said to change the equipment.

  I have done everything I could and I do respect if a customer may not be happy about the product but he has a working system and we provided service to him each time he had called. If there is any other information needed please let me know.

   

  Thank You
  

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not feel this is a satisfactory response by Total Security. The reply from Total Security said there were too many incidents to upload them all to the BBB. There has been approximately 10 hardware problems and greater that ******************************************************* 2016 as I have detailed in my original letter to the BBB. What good is a security system which breaks down, on average, 3 times per year...even if they address the problems? I rely on this for my families safety. What if someone breaks into my house in one of the several times when this system was down? What if I want to see that my house is safe while I am away on vacation? The sheer number of problems indicates that this a flawed system...this is not simply an upkeep problem. 

  Yes, I did indeed speak angrily to Total Security. How would they have acted if they paid $4,877.26 for a system to protect their family and it then broke down about twenty times? And then they had the gall to charge me $536.70 and say this is as expected?,

  
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  Business Response

  Date: 01/20/2023

  I apologize if you were unsatisfied with our services, however we were extremely accommodating to you just as we are with all of our customers.  Let us touch on a few key points:
  
  In reference to our contract with all our customers, we offer a ONE year warranty on all equipment.  You installed equipment with us in 2016.  
  

  
  We normally charge all our customers for services calls after one year.   In six years, you were charged two times. One time in Oct of 2022 for a camera that malfunctioned, and the second time for another damaged camera, in which we replaced for free and only charged you labor.  Other than those two times, you were never charged for service calls.

  
  Beginning of December 2022, you contacted us for a service call.  A service call you were charged for.  Let's not forget it was the first charge in six years.  After our dedicated technicians finished assessing the issue; you were informed that you needed a new power supply and a new camera.  You did not say NOT to replace it.  You spoke with our manager at the office and were disrespectful and extremely impolite-considering the many times we have communicated with you and rectified all of the issues you had over the past six years-again never once were you charged for service calls. 

  
  On that December 8th service call, you told us to change the equipment and said you would mail the payment in.  A conversation which was recorded and sent over to BBB. You knew along you were not going to pay.

  Again I am sorry how you feel but we have given the support for over 6 years (techs support and service).
  

   

  Thank You
  

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I stand by what I wrote earlier. I paid alot of money for a flawed video security system which repeatedly breaks.

  A security system is supposed to be reliable. The system Total Security installed for me is not reliable and has broken down several times, both during and after the warranty period. (The owner of the business has admitted that the system he has installed in my house broke down repeatedly - he even supplied copies of some, but not all, of the multiple service problems.) He then wants me to be grateful that multiple times he fixed the markedly flawed system that he installed free of charge. Well, if he had installed a system that worked well, and that I paid for, he would not have to have needed to fix it it so often (even if some of the times were free of charge to me).

  Yes, the owner is correct that I was quite angry. I paid a lot of money to him for an unreliable Total Security system which repeatedly breaks. How can a repeatedly broken security system protect my family?

  I find it amazing that the owner has the gall to say I should be grateful to him that he sometimes fixed the flawed system free of charge when the warranty ran out. I wonder how often the security system in his house breaks. I wonder if his other customers have so many problems. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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