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:03/10/2024

  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 3/23/22 I had a solicitor come up to my door to sell me on the Wise Home Solutions security system for $66.99 a month. They installed the system immediately.Within a few months, I had an incident where my security system gave a false alarm while I was out. As a single woman, this is terrifying. It was difficult to sleep at night wondering if someone actually WAS in my home.Over the next several months, these false alarms continued. I had not been called on these instances and instead, they called my emergency contact, so I would not hear about a potential break-in until my emergency contact would call me to ask if I was okay.Finally in August 2022, after a lot of teeth pulling to not be charged a service fee for a faulty system, they had a technician come out to 'fix' the issue. However, the issue was not fixed. I eventually stopped using the system all together, because almost every single time I set it and left the house it was falsely alarm.I had contacted **** several times throughout this time, but I either would be met with a 'there is nothing we can do, you're in a contract', or 'my manager will call within 72 hours'. On a few ocassions, no manager called at all. On others, I wasn't able to be readily available for 72 hours straight to pick up a call.I had eventually given up assuming I truly had no option and they would continue to steal my money despite not having the usable product they promised.For the last month, while I continue to have a system that does not work, they have been sending emails (after I specifically demanded to speak with a manager and have them email me, so I am not waiting around for a phone call and then can not answer) asking for more time to review the account.They still refuse to issue a refund for time lost and will not terminate my contract, which they have been in breach of for nearly two years.

  

  Business Response

  Date: 03/20/2024

  Here are the notes from her account: 4/1/22 - Received ticket via alarm.com for account number and an insurance certificate. This request was completed and sent the day it was received. 4/6/22 - Received ticket via alarm.com. 4/6/22 - Tech support called, no answer, left voicemail 5/4/22 - Received ticket via alarm.com regarding how to update payment information 5/23/22 - Welcome call department called to see how things were going and if there were any issues with the system, as well as address how to update payment, no answer, left voicemail 8/6/22 - Received ticket via alarm.com regarding issues with sensors (this was on a weekend and the office was not open) 8/9/22 - Received inbound call from customer regarding the open ticket, ended up with a request to speak with a supervisor 8/11/*************** called customer, no answer, left voicemail. Informed we would be willing to replace the lost sensor piece as a one time courtesy, at this time they would still be responsible for the service fee 8/18/*************** called customer, no answer, left voicemail, an additional audit was performed on the account and we would be willing to waive the service fee in addition to covering the cost of sensors 8/22/22 - **************** called customer to inquire about getting service scheduled, no answer, a voicemail was left 8/22/22 - **************** called later this same day to customer to inquire about getting service scheduled, no answer, an additional voicemail was left 8/22/22 - Received ticket via alarm.com requesting that due to her current situation that it would be best to reach her via email 8/22/22 - **************** responded to customer via email to get service scheduled 8/26/22 - Received response from customer via email and scheduled service for 8/31/22 8/31/22 - Service complete 10/19/22 - Received voicemail from customer 10/19/22 - **************** responded to customer via email 10/19/22 - Received email response from customer 3/9/23 - Received call from customer to update payment information 12/29/23 - Customer called in, after the conversation with customer service she requested a call back from management 1/3/24 - Management called customer, no answer, left voicemail 1/30/24 - Customer called in, spoke with management, time was requested to review the account 1/30/24 - Account history was audited and reviewed with technical director 1/30/24 - An email from management was sent to customer as her requested method of contact, two additional emails were sent after receiving a response twice from her 1/31/24 - An email from management was sent to customer 2/2/24 - Management called customer, no answer, a voicemail was left 2/2/24 - Management emailed customer after a voicemail was left 2/5/24 - Received email response from customer 2/6/24 - Management responded via email to customer 2/6/24 - Received email from customer 2/13/24 - Management responded via email to customer 2/15/24 - Received email from customer 2/23/24 - Management responded via email to customer 2/29/24 - Received 2 separate emails from customer 3/4/24 - Management responded to one of the emails from a customer and requested additional time to gather information to respond to the other. 3/8/24 - Management responded to email from customer after auditing account. At this time, my manager, who is our COO, has requested for you to be able to provide us with the same information of any records you may have so that we might review them on our end. Additionally, I am still happy to get a technician to your home to replace everything so that you have more confidence in the system in your home. If you would like me to get something scheduled, please let me know. I hope you have a wonderful weekend and look forward to hearing from you soon. Thank you.

  As you can see from the notes above we have made several attempts to resolve her issues with no responses from her. She has made claims that she has called us several times and we have asked her to send us documentation supporting that and she refuses to do so. We have done everything possible to get in touch with this customer and she continues to avoid us. She can still call us anytime and we would be happy to resolve any issues. We will not cancel this account because we have not violated anything having to do with the agreement.

  Thanks,

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

  COO

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21411759
  
  I am rejecting this response because:

  Not only have I not, and continue to not avoid Wise, I had so actively been trying to get their attention that after several phone calls made during October 2022 with no ability to get through to management and repeatedly been given no solutions by customer service, I took to writing a ****** review and ******** review to try and ****** some attention.  ******* were replied to until January of 2024, which was the catalyst to begin another conversation as I had felt hopeless and had exhausted my options - I still feel this way.

  I had been told not only would I have to pay to have the system fixed, but it was likely my fault, there was no way of getting out of the contract, and I could not speak with managment.  So, yes, I had not repeated any calls after October because I thought I had to begrudgingly just live out of the life of the contract despite no service.

  On 10/19, I sent an email and never even received a reply back.

  None of their response is new information as it is also what they sent me, but it is incorrect and missing all the incoming calls I made that were not put through to management.

  1/3/24 I specifically told them to email me as it was clear they do not operate with urgency despite being a security company and it was difficult for me to get their calls when I had no idea on not only the time, but also never even knew the day they would call.

  They did not email me until I reached out yet again on 1/30/24.

  I had updated my phone number several times and they continued to call the wrong number, which was an issue early on in the process (March 2022-August 2022).

  2/6/24-2/13/24 they had me waiting around to just be told again they were 'looking into it'

  2/15/24-2/23/24 was another gap 

  2/29/24-3/4/24 yet another gap

  3/4/24-3/8/24 another gap

  So even within just this year, they did not even ATTEMPT to resolve an issue for 2 entire months.

  I am a victim of domestic violence and this company's lack of professionalism and care for their customer's has put me and my family's lives at risk.  Why would I be avoiding communication when the stakes are so high?!

  It has been 18 months now since I've had a security system that resembles one that works even 10% of the time.

  They have refused to not only make up for this time, but also refuse to terminate a contract which they are in breach of and have been for quite some time.

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