ComplaintsforMaster Fire Prevention Systems

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  To whom it may concern:My name is *****************, I am the owner of the new Hong Kong ****************** located at ************************************************. I need to file a complaint to Master fire system **** We have had master fire *** doing our semi-annual fire suppression inspection since we took over the business in ****. In 2015, we were informed by master fire that our fire suppression need to be upgraded, and we agreed and hired them to do the work, on the day they did the system test inspection with the fire marshal, the fire marshal pointed out that venting system also needed to be upgraded, master fire then gave us a proposal to fix the issue which we agreed and hired them to do the work. They sent guys to the restaurant and got the issues fixed then told us everything was good, then we paid them off. We thought everything was good, we trusted them because we have been using their service for years. Since then, we continue using them to do our semi-annual inspection. On October 4th, 2022, the fire *************************** came to the restaurant and gave us a violation saying that the fire system was never been approved since 2015. I was so surprised, so I contacted Master fire, but they didn't admit their fault, instead, they pointed the finger at us saying that they called us but we couldn't go to open the door for them to do the inspection. I was so upset when I heard that because they are lying. How could we not be able to open the door for them to do the inspection? I requested to speak to the business owner, and the business owner was nice enough and said they would take care of it, in the past month, I have been calling for the status, but they either told me they are waiting on the fire marshal to set the date for inspection or they would try to schedule again, until today, when I called again, they said the drawing is expired and I need to pay $4000 to them to start the new process. This is not fair, they put us in danger for years. Please help.

  Business response

  12/07/2022

  Good Afternoon,

   

  We conducted a fire department test for the fire suppression system for this client in 2015. They received violations which we corrected. We requested a reinspection for the client and the client was not there on the day of the reinspection.  We did not hear back from the client and the job was sent to archive.  In October 2022 the client called stating that the fire department went to the location and issued violations because the location was never legalized. We informed the client that we would request the reinspection but that we might not get one because the fire department honors approved plans for only 2 years.  The fire department did not honor the plans stating that new plans will need to be submitted. I explained this to the client and gave him pricing to renew the plans and do testing with FDNY.  He proceeded to say that it was our responsibility but we did request reinspection with him in 2016 and he did not show up.  We are now willing to offer a 20% discount so that he can move forward and have new plans submitted.  I have attached the proposal for your record.

  Customer response

  03/08/2023

  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:

  Dear ********,

   

  I just realized that I overlooked the email from BBB on March 1st. I looked at the response from Master Fire and I didn't agree with their 20% discount proposal. They kept saying they scheduled the inspection and we were not available to stand for the inspection, but that was not true, we paid them the final balance just because they said they completed everything, which should mean the system passed the inspection, they lied to us. We trusted them so much, we continued using their service till we were told their system was never passed inspection. If they didn't have time or if we didn't have time to stand for the inspection, they should have let us know when they reschedule the inspection, but they never did so. They should be fully responsible for their omissions and get our system reinspected up to date at their cost. Please advise.

   

  Thanks,

   

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

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

   

   

   

   

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

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

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  physical work was completed in January of 2022- full payment was made. As a part of their contract, they are to file plans and facilitate approval by the ***** Plans were filed incorrectly, and with incorrect information 4 weeks after the scheduled date. They were again filed incorrectly in April and just recently submitted for the 3rd time last week. It has been 8 months and my business can not open in its full capacity. Masterfile has taken no initiative to rectify the problem. They do not communicate with me as there client unless I send multiple emails. I am at the risk of closing completely as I can get a C of O for my business.Something needs to be done.

  Business response

  07/29/2022

  Greetings,
  
  In regards to the complaint,please note that we followed all proper protocol regarding the submittal of clients plans to ****.  We submitted the plans 2/18/22 with all proper documentation. On 4/18/22 the first letter of deficiency was received requesting proof of occupancy; we immediately submitted the documentation requested. On 6/27/22 a second letter of deficiency was received again requesting proof of occupancy which we also immediately submitted.  We have absolutely no control as to when the **** will issue a letter of deficiency and what they request.  Our job is to immediately submit what they request so that they are able to continue their plan review and ultimately approve their plans.
  
  We have sent several emails to **** on behalf of the of the client for an update on their plan approval which client is included and have immediately responded to all emails and calls from them. Our priority is customer satisfaction.
  
  Respectfully yours,

*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. ↩