ComplaintsforYarnell Security Systems
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Complaint Details
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Initial Complaint
01/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Initially when we called Yarnell (Oct/Nov 2022) to have our security system fixed; since Yarnell notified us that our nightly "test" of the system had stopped receiving signal. Yarnell informed us we should call our phone company, we then called our phone company and they informed us the issue is not with them; it is with Yarnell system. The system needed a replacement part. Thurs, we called Yarnell once again to request a service call. NO ONE called us back to schedule a service call, we continuously call weekly to get Yarnell to come out to fix the broken system. Still no one returned our call. Finally, I called to cancel the service with them end of Nov 2022, and they said they have to send it to their "cancel service" department and they will call me to confirm the cancellation. Still, no one has called us nor as Yarnell cancelled our pre-paid one year full service. In fact, Yarnell's automated system still calls weekly to inform us that our "nightly" test system in not working. Not sure why Yarnell is not returning our calls for service, or our request to cancel the service. Yarnell should be cancelling our service as well as refunding my fully paid annual service, that they cashed back in Sept.Business response
01/26/2023
*********,
Thank you for reaching out to us. I have contacted our cancellation department regarding your request to expedite. It is marked pending for cancellation; I believe it may have been held as we haven't received a request in writing as your monitoring agreement states. This is being processed now.
Javan R********
Operations Manager
Pye-Barker Fire & Safety
Lancaster, PAInitial Complaint
10/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Yarnell home security equipment is no longer compatible with my phone system. Yarnell was aware of this but I wasnt. They sent a number of repair people to fix what they knew wasnt fixible and charged me for the work. They also kept a check I sent to renew my contract with them, even though they knew they could not perform the service. They then kept the check I sent to renew service to cover most of the cost of their fraudulent service. I am seeking a full refund of the renewal check I sent them in the amount of $464.34.In addition, I was not able to receive service for two months under the old contract because of my phone system was no longer compatible. I am seeking a refund of $70 for the portion of my previous contract that they were unable to fulfill.Business response
10/20/2022
***. ************'s home phone service and control panel were damaged. Customer requested to cancel service in lieu of repair. Cancellation processed on 8/25/2022. We called *************************** on October 14th and left a message on her voicemail stating the service call charges had been conditionally waived, her refund had been processed and check had been sent.
Customer response
10/28/2022
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. However, I have not been recommenced for the service lost under my original contract, nor have they acknowledged that they misled me on the incomoatibikity of my oh ine sysem with their hardware. I hope they will treat other customers better.I am grateful to the BBB for their help. I had gotten nowhere with Yarnell for the previous five months.
Regards,
***************************************Initial Complaint
08/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Cannot get get.anyone to give me a phone number to call about problem that occurred with my service. The agent who answers the number listed for this company *************) refers me to a voicemail where I am asked to leave my number for a call back. No one calls me back. I finally called & requested my service be cancelled. Once again I was put on hold only to get a recording that stated that no agent was currently available. I will attempt to cancel on their website, but I find my treatment irresponsible, especially for a company that is supposedly monitoring my home security!Business response
10/13/2022
Our Billing specialist resolved ***************************** via phone call last week.Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent attached e-mail on Sunday 8/21/2022 to the following Yarnell employees:*********************, Service Coordinator ***************, Service Manager *************************, Operations Manager Yarnell Security Systems has not been responsive to my e-mail communications.I would like the following:1. Copy of Service Contract 2. Updated Zone List 3. Cancel Invoice Number ******* 4. Return to my home to complete work (repair/replace faulty device in bedroom); should be at no charge 5. Remove fuel surcharge 6. Reimbursement for each day fire and security system has been out of service Thanking you in advance.Warm Regards,*****Business response
10/13/2022
We left a message for ***********************, asked him to call me back, gave him our Service Managers cell number, and sent him an email with the things he requested. We have not received any communication back.Customer response
02/28/2023
Hello, This represents a follow-up to my initial complaint number ********. Please review attached. I am requesting that vendor provide me with the following forthwith: Reimbursement for invoice number 3000200 = $286.42 Reimbursement for unused portion of Internet Monitoring, Central Station Monitoring Service, and Service Contract Agreement $43.20 x 6 months (August 2022 through January 2023) = $259.20 Return $421.40 payment, check number 2816. Of note, vendor converted my check number 2816 to ACH Debit transaction, without my permission!
Desired Resolution:
Desired Outcome:
Vendor must provide reimbursement/refund in the amount of $967.02Business response
03/06/2023
*** ******,
We have reached out to you via email, voice call and text last year (2022). We have sent you the documents you requested. We have not received a reply from you. Our Cancellations department has also reached out to you to process your cancellation request.To clarify the information:
The system inspection on 8.5.22 would not foresee an unrelated problem 3 weeks later. We contacted you multiple times following your first complaint. We heard nothing back. If you are able to respond to us at service@***********.com or ********@yarnellsecurity.com, we can discuss the charges.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.