ComplaintsforProtective Security Services

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We will not pay the bill requested of $873.81. 1) A security-fire system was installed in our house by Protective Security Services, Inc. (PSS) 2) A fire/heat system was installed in our barn by PSS. 3) No issues with the house. 4) We had repeated issues with barn after the first installation and post "repair". 5) Barn alarm would sound in the house until we removed the barn from the system. One night we had the alarm went off every 20 minutes We got no sleep Called the PSS at the number we were given but the instructions given did not stop the alarms. Paul A was contacted at 5AM He told me how to remove the barn from the system, it has been out of the system ever since, as it was after the first installation when there were problems. 6) This was abusive to our dogs-the alarms are shrill and repeating. 7) I called PSS to have another service person try to correct the issues with the barn, but they were non-committaI am assuming because there is no one else. 8) The barn has never been functional. Paul A tried to correct it, but could not. We do not want him to try it again. 9) The original contract included the barn, but the barn has not been functional from the very start of the service. After 2 attempts to make the barn function, Paul A failed to do so, so we are discontinuing our agreement. We cannot afford another sleepless night or the abuse that our dogs had to withstand. 10) We paid for equipment & installation in barn that was never functional. We should be refunded for the cost of equipt & install & monitoring of barn. and I should be compensated for time I had to assist Paul A to let him know while he was in the barn, whether alarms were sounding in the house-he should have an assistant. 11) Paul A has misrepresented his capability since he is unable to provide the service that we contracted for. 12) We are not requesting refunds--we do not want to pay his bill & we want OUT of the contract.

  Business response

  01/30/2024

  Sorry for the delay. I did not see your original email. I have attached the letter I sent to the customer as this address's most of the statements in the complaint.

  We have always been ready, willing and more than able to resolve the issues but the customer chose not to have us do this. They also ignored our calls and multiple attempts to contact them for which we can provide records. The system has been in place for six years and does require regular maintenance such as battery replacement. i am certain the customer has not addressed this. 

   

  In response to :

  7) I called PSS to have another service person try to correct the issues with the barn, but they were non-committalI am assuming because there is no one else.

  The customer did call our office back after hanging up on me (pretending to be disconnected). There is no one else, this is correct. I have been working with this specific system for over 20 years and have not had an issue I could not resolve given the opportunity. 

  8) The barn has never been functional. Paul A tried to correct it but could not. We do not want him to try it again.

  The customer never called us to check the heat detector. We were at the customer's house to upgrade a cellular communicator when they brought up the heat detector. we offered to service the heat detector, but the customer asked to just have it disconnected. We did as requested. 

  We no longer feel this can be resolved as the customer has decided it was best to ignore us and continually put us off. We will now address this in small claims court. 

  Thank you.

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

  President

  Protective Security Services Inc.

  Customer response

  02/01/2024

  7) I called PSS to have another service person try to correct the issues with the barn, but they were non-committalI am assuming because there is no one else.
  The customer did call our office back after hanging up on me (pretending to be disconnected). There is no one else, this is correct. I have been working with this specific system for over 20 years and have not had an issue I could not resolve given the opportunity. 
  There was no need nor did I have time to speak to Paul A again. He does not understand the situation. Paul A was given the opportunity to install the barn fire security the first time but failed and then was given a second opportunity but failed again. The barn would sound alarms in the middle of the night every 20 minutes. I would go out to the barn to determine why the alarms were sounding to find that the barn was secure no issues. We lost entire nights of sleep because the alarms would continue through the night until Paul A was contacted in the morning to instruct me how to shut off the barn so it would no longer set off the alarms. Then the members of the household had to go to work after a sleepless night and trying to manage dogs that could not tolerate the alarms going off through the night. Paul A never suggested that he would compensate us for the failed barn system he was insistent that he needed to fix it again.
  8) The barn has never been functional. Paul A tried to correct it but could not. We do not want him to try it again.
  The customer never called us to check the heat detector. We were at the customer's house to upgrade a cellular communicator when they brought up the heat detector. we offered to service the heat detector, but the customer asked to just have it disconnected. We did as requested.
  No one in their right mind would subject themselves to additional sleepless nights and agitated animals. Paul A was given the first time to install the system correctly. He then came back to rectify the situation but failed he was unable to do so. We were not about to subject ourselves and our animals to the blaring alarms all night and then having to work the following day again. Paul A fails to have any comprehension of how his failed system affects the customer. Would he ask someone who had twice installed alarms that inappropriately would sound in the middle of the night for no reason that could not be shut off, to do it a third time? I am sure not. In addition, previously we had ******, ****, and ***** provide our house and barn security there were never any issues. ********************* retired so we no longer had their service.  
  We need to be compensated for the cost of the installation of the barn system, the service that we did not receive for the barn because it had to be turned off, and the ill effects that the blaring alarms had on our inability to sleep leading to difficulty working the following day, and agitated animals, and compensation for the time and aggravation of dealing with this issue. 
  

  Customer response

  02/01/2024

   
  Complaint:********
  
  I am rejecting this response because: We gave Paul Allen the opportunity to fix the system in the barn. However, the "fix" did not work and the alarms in the barn went off repeatedly for no apparent reason. The reason why anyone would install a fire, heat, or alert system is to be alerted if there is an issue. I went into the barn each time the alarm sounded that night and found no issues--the barn was secure. This was the second time that I had to have Paul A remove the barn from the security system because the barn sensors would cause the alarm to sound for no apparent reason.

  If something cannot be fixed after 2 attempts, I can assume that the individual cannot do the job. I tried to ask for another technician, but unfortunately the company has no one else. We had a previous system that caused no problems that was installed by *****,**** and *****. **** ***** had retired so we needed a new system, unfortunately.

  I do not want Paul A's "service". We have had sleepless nights, agitated animals, and anxiety over this situation. Of course, Paul A wants another try to "fix" the barn system because he is not the one that is staying up all night because of blaring alarms and trying to determine if there is a fire, trying to calm animals, and then having to go to work the next morning. It is apparent that Paul A has no respect or consideration for his clients, nor does he care that he is misrepresenting himself by reporting that a system is "installed and working properly" or has been "fixed". Paul A never reimbursed us for the money that we paid for the equipment and the installation of the "system" in the barn or reimburse us for the monitoring of the barn that we were not receiving.

  I no longer want Paul A's service of any kind whatsoever, nor do I want to pay his bill for service and equipment that we paid for but never worked but only served as an aggravation. Nor do I want Paul A to make any further attempts in the barn since we have already paid dearly for his attempts to install his system. Thank you.
  
  Sincerely,
  *********************

  Business response

  02/01/2024

  I do not expect to resolve this through the BBB. I disagree with many statements made by the customer and can back up all of my statements. I feel this will need need to be resolved in court. 
  

  Thank You

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

  President 

  Protective Security Services Inc. 

  Customer response

  02/02/2024

   
  Complaint:********
  
  I am rejecting this response because: ******************* should have refunded our payment for the equipment installed in the barn and the monitoring of the barn that was ineffectual. He should not be asking payment for services that were not provided.
  
  Sincerely,
  
  ***************************

  Customer response

  02/02/2024

  I no longer wish to have any contact with this business, Protective Security Systems, or from its owner Paul A. I have tried to resolve the situation, but the owner is not willing to come to a reasonable resolution. I do not want any money back from the company, nor do I wish to pay any additional fees. I wish to sever all ties with Protective Security Systems and Paul A.

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