ComplaintsforSecuritas

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In early March of 2021 a salesman (***** ******) made a presentation at the ****** ** ****** in St. Joseph, IL, regarding a electronic door control system which could be managed with a smart phone. He gave details of how door opening, locking, or scheduling could be done. He also indicated a "locked door held open" feature, which would send an alert to staff with control over the exterior doors of our church in the event a locked door was not fully closed when it should be. In early April a technician of FEMoran came to our church and assisted staff with downloading the software needed to their phones. When asked about the "locked door held open" alert feature, he said we didn't have that in our system. The salesman for FEMoran told us the system WOULD INCLUDE the door alert feature. We DID NOT get what we were told we were paying for. Months of letters and other efforts to get FEMoran to complete what they promised have accomplished nothing. The sales presentation was heard by myself and two other men of our church. We all understood the salesman to say the door alert feature was included in what we were purchasing. The staff reports the remote lock and unlock system we now have is working fine, there are no complaints about that part of what we purchased. The door alert feature is what we want in order to add security to our building. I am a Trustee of the ****** ** ****** in St. Joseph, IL. I do not have the ability to upload supporting documents, but can send copies - let me know where to send them. **** ****** ********************* ************

  Business response

  05/16/2022

  This letter shall constitute the Respondent’s (“SES-FE Moran”) formal response relative to the above captioned complaint. To appropriately provide context, the following is a verbatim representation of the allegations made by the complainant (with the names redacted):“In early March of 2021 a salesman (***** ******) made a presentation at the ****** ** ****** in St. Joseph, IL, regarding a electronic door control system which could be managed with a smart phone. He gave details of how door opening, locking, or scheduling could be done. He also indicated a "locked door held open" feature, which would send an alert to staff with control over the exterior doors of our church in the event a locked door was not fully closed when it should be. In early April a technician of FEMoran came to our church and assisted staff with downloading the software needed to their phones. When asked about the "locked door held open" alert feature, he said we didn't have that in our system. The salesman for FEMoran told us the system WOULD INCLUDE the door alert feature. We DID NOT get what we were told we were paying for. Months of letters and other efforts to get FEMoran to complete what they promised have accomplished nothing. The sales presentation was heard by myself and two other men of our church. We all understood the salesman to say the door alert feature was included in what we were purchasing. The staff reports the remote lock and unlock system we now have is working fine, there are no complaints about that part of what we purchased. The door alert feature is what we want in order to add security to our building. I am a Trustee of the ****** ** ****** in St. Joseph, IL. I do not have the ability to upload supporting documents butcan send copies - let me know where to send them.” Response: Upon learning of this complainant,  SES-FE Moran commenced an investigation that revealed the following relevant facts: The sales rep referred to above has since left employment with SES-FE Moran. Yet, our investigation revealed that the complainant was engaged by this sales rep relative to a security system that was to feature an “open door” alert. Though there may have been some miscommunication between the sales rep and the complainant as to the exact nature of this feature, subsequent 
  Confidential May 16, 2022BBB#******** engagement with the complainant has resolved the problem to the satisfaction of the complainant (see Attachment A).   Briefly, the resolution of this feature is based on these technical elements. The system has a three-stage door prop feature.  If the door remains open for 30 seconds, this triggers a stage 1 notification.  Then at about 120 seconds, it triggers a stage 2 notification.  At 250 seconds it triggers a stage 3 notification. These times and the type of notifications can be adapted for the needs and discretion of the user (in this case, the complainant). In short, each stage can be programmed to do various things for multiple people, which can be communicated through an app to let the administrators of the system know what’s happening. From the best of what we can discern, it appears that t he salesman communicated that this feature would enable a 3-  stage notification when doors were propped/held open. The tech that did the initial training told the complainant this feature was not supported.  Because the complainant is    very interested in this feature, other options were explored that could provide him this functionality.  This was accomplished. These “open door” alerts demonstrate this was achieved (see Attachment B). Based on the above, SES-FE Moran respectfully requests that the complaint be closed as resolved. If you have any questions, please feel free to contact me: ****************************.  For future reference, our Illinois contact is: **** ***********************************************Thank you in advance for your timely consideration. Sincerely,_______________________ ***** ** ****** Legal Counsel****************************

   

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