ComplaintsforA C S Security Systems Inc

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are disputing a billing from ACS Security for $271.57. Information provided on attached documents. We contracted with ACS to install an alarm system on 4/18/21 at our rental house. In November, 2021, the alarm sounded for no reason. The keypad showed motion in the hallway. We cleaned all the motion detectors with no further problems until February when it occurred again. We called ACS and described the issue to ******* but agreed to wait to see if it happened again. Two weeks later, the alarm sounded again for no reason. We called ******* again and said we suspected the motion detector was misfiring. We asked if ACS could replace it under the one-year warranty. She agreed to send a technician to the house. The technician accessed the system and found that the hallway motion detector was triggering the alarm in all three instances. He was not planning to replace the defective item until we asked him to do so under the warranty. We have had no further problems. Shortly after, we were surprised to receive a billing from ACS for $271.57 for the motion detector and a service call. ******* never informed us that there was going to be both a device and service charge under warranty. When speaking with our salesperson, ****** ******, he confirmed with ******* (while we were on the phone) that she never mentioned the service call charge to us. On 3/25/21, the owner, **** ****** agreed the motion detector should not have been billed but insisted we still had to pay for the service call. We feel this is extremely unfair and misleading. Warranty work typically includes repair, labor and parts. If the company had informed us in advance of a service charge, we would have taken the opportunity to replace the suspected motion detector on our own. We were not provided with this option. We could find nothing on their website or paperwork stating service charges under warranty. *** ****** states he has been doing this for over 30 years and expects us to pay the charge.

  Business response

  04/11/2022

  Please see attached

  Business response

  04/14/2022

  Please see attached

  Customer response

  04/25/2022

  Consumer

  Most Recent Message

  Date Sent: 4/15/2022 9:02:00 AM
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   

  We are extremely disappointed with ASC Security’s first and second response to our BBB complaint. We submitted our original complaint on 3/25/22 and received ASC’s first response on 4/11/22. We rejected their response since it never addressed their undisclosed service charge they billed us under warranty work performed by the company. Upon receiving an invoice for $271.57, we called ******, who agreed that replacing the defective motion detector should have been covered under warranty and he would discuss this issue with the owner (*** ******). ****** called us several days later stating the part was covered, but the owner was still charging us $155 for the labor service call. During this call, we heard ****** confirm with ******* that she never informed us of the service call charge at the time of the appointment. When we explained to the owner that this charge was never disclosed to us, he lowered the labor service charge to $122.48. On 4/12/22 we replied to them with a more detailed response stating that had ACS informed us of these charges, we would have chosen to install the replacement motion detector ourselves. We were never provided this option. For information on common practices, we called numerous local security system businesses inquiring about their warranties. All cover both labor and parts for at least one year. We could find nothing on ACS website or paperwork stating that they charge service labor fees under warranty. Consequently, we were baffled to receive ACS’s second response on BBB, which is an exact copy and date of their first response letter. This shows their unwillingness to take the time to consider this matter and totally disregard our complaint of their unfair billing practices. We continue to dispute their labor service charge of $122.48.

  Regards,

  ***** *****

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ***** *****

*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. ↩