It is unfortunate that Mr. and Mrs. Ware feel the need to propagate false information about companies and individuals in a public forum in their attempts to extort free services or additional work and products which were never promised them. We previously posted a response to the false claims, and stated no further public response on this forum would be provided. The Wares will not communicate to resolve their complaints in any other way excluding this public forum, stating that any disagreement with them regarding the claims or pointing out their legal liability for the false information propagated is “Bullying” or “Harassment”. This behavior is indicative of the troubles our company and staff have experienced dealing directly with the Wares.
As previously stated, each and every item of equipment and service purchased by the Wares has been provided and fully utilized by them for months. Contrary to the Ware’s claims of “Misrepresentation, fraud, Harassment, Poor customers service, failure to respond to complaint”, which claim “Company stated they would provide manuals and e-mails alerts of any potential security breeches. Company did not provide and refuses to provide. The security system company has only partially provided the services they agreed to provide.”. In fact, manuals in PDF format were provided the Wares and installed on their home office computer. As previously stated, 3 separate meetings were attended with the Wares to setup the email alerts, and at each meeting the Wares could not provide the appropriate information associated with their private email accounts, or the incorrect information. The Wares were advised any further meetings to perform this service would be charged, and they are unhappy about this. We have never advised or promised our systems would “Alert them of any potential security breeches”. It is not an alarm system, and they have an alarm system for that purpose.
The Wares have further stated “Company did not complete the job as promised. Accepted full payment of the job over 60 days ago.” In fact, as previously stated the job was completed and the Wares have been fully utilizing the system which has continued to record, provided live viewing, and remote access providing the Wares 3rd party devices, free applications, and their communications services which they are responsible for are functioning and administrated properly by the Wares. The job provided for a hold back of a substantial amount of the payment pending completion and acceptance by the Wares and they did not pay this until the work was inspected and accepted by them. Now, to complain the “Full payment was accepted” but to suggest the work was not completed to their satisfaction is disingenuous at the least.
Based on the Ware’s complaint details, they claim 1. Manuals were not provided and required. 2. Email alerts not setup. 3. Mobile programs for android phone and iPad for a video security system for our home as promises. Regarding #1: The Manuals were provided, but will be sent to the Wares once more with proof of delivery. Regarding #2: The Wares have been provided 3 free service calls and advised any additional calls to setup the email alerts would be billed and the manuals they have received and training given in those meetings can be used to perform this task or they must pay for additional service calls. Regarding #3: Emails can be provided publically which prove that 6 computers, iPads, and Phones were setup and functioning properly after 3 separate meetings, and after advising the Wares these services were not free under warranty and future service calls to deal with these 3rd party systems needed to be billed, they filed this complaint without any other prior communications with this company.
When assessing the validity of the Ware’s claims, one should note that excluding issues with 3rd party free phone programs, the repeated setup of their Cell phone or iPad using those programs not provided by our company, no actual failure to provide the equipment or systems purchased or failure of those systems to continue to operate and be used were sited, and this is because all was in fact provided, operating, and continued to be used.
The Wares have been advised that all of the systems delivered which they purchased will continue to be covered under warranty, and the only services refused them are additional services, products, or work which they have not purchased or paid for. We can prove that warranty work and preventative maintenance was provided the Wares just days prior to this complaint, and the false claims presented in this forum are in direct response to our notice to them no other work or services other than warranty related would be provided without charge.
In addition, due to the Ware’s past false claims, rude behavior, and demands for services not purchased or promised in the transaction, we would not provide any new work or equipment they offered to pay for. In prior correspondence away from this forum, the Wares were advised of the legal liability they bare by posting false statements about the company or individuals named personally, an opportunity to remove the false statements to prevent legal actions, and pointed out the actions by them and the behavior by them when visiting their home to provide warranty service was reason for suspension of the warranty service pending a resolution. This was represented on this forum by the Wares as “Bullying” and “Harassment”.
The Ware’s request for resolution to this complaint simply states “Make Me Happy”. That in itself goes to show the lack of substance in their claims. If they had a valid complaint it would more likely state “A specific piece of equipment does not operate and company refused to repair or replace it”, with a request to deliver a new one in order to satisfy the complaint, but no such claims are made. Every attempt has been made to make the Ware’s happy, and it is clear that aside from providing an endless stream of free services, and accepting responsibility for programs, devices, and 3rd party services which we never had agreed to be responsible for, no further actions by our company can “Make Them Happy”.
As a result of the complaint, manuals have been sent to the Wares again, Onsite Warranty is suspended pending assurance the Wares will not be abusive to those responding to their requests, use the calls as ploys to continue seeking opportunity for additional false claims, and as advised previously any trouble or response to requests not covered under warranty will be charged. This company reserves the right and will refuse to provide additional equipment, devices, or perform any additional work or services requested by the Wares based on their actions.
We have responded to this complaint to the best of our ability, and previously addressed and corrected any and all of the Ware’s complaints. The Ware’s continue to enjoy the equipment and work provided at more than 50% discount over any other source of these systems in their town. Prior to even completing the training with them following delivery, they had observed, recorded, and presented proof of a neighbor climbing over their backyard wall without their permission. In every instance suggested by the Wares, the systems were not working it was found they were in fact working and the only trouble was remote access to the systems caused by the 3rd party app setting or network settings on those devices or services which we do not control or provide and is the responsibility of the Wares to administrate. The Wares did not subscribe to any monthly service or maintenance of the systems, it was not offered, promised or agreed to, and not provided or charged.
For readers of this forum, we will be happy to prove there are 100 pleased customers to a single one like the Wares whom are compelled to treat their vendors or service providers rudely and have little appreciation for all that is provided them for free or at substantially reduced prices over other providers. It is customers like the Wares, whom will cause small companies that provide great value, quality, and service, but must spend countless hours to respond to their false claims at forums like this, with the BBB, and others in order to battle the claims or go out of business. The losers, are the 99 other customers that are never heard because they have better things to do with the time they have than post false complaints.
If there were a posting board or forum to warn other companies regarding potential customers they should refuse services to, the Wares would be on the top of the list.