ComplaintsforRunnel Innovations, LLC

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Dear Sir/Madam 

  I wish to file a formal written complaint with the Better Business Bureau concerning Runnel Innovations LLC, telephone number, 937-499-4098. 

  August 31, 2021, I purchased a security system consisting of four wireless cameras, back up batteries with OVR remote access and a lifetime warranty on the cameras, costing $910.00.

  February 19, 2022, 8:23 AM, I sent Mr. ******** ******, owner and Field Consultant Engineer, the person who installed my system, a text message informing Mr. ****** one of the four cameras was malfunctioning, it was out. “Mr ******, this is Mr. *****. One of my four cameras has gone out. When can you come down and take a look at it?". February 19, 2022, 9:30 AM, Mr. ****** replies, “Hey Mr. ***** I've been in Columbus doing New Build Install been pretty busy..haven't been in ********** in over a month don't you have an extra camera? February 19, 2022, 10:15 AM, I text, “Yes, but it needs installing and I think I may know why these cameras are malfunctioning. If my theory is correct, then I can expect one more camera to go out." February 19, 2022, 1036 AM, Mr. ****** replies, “Ok I will let you know when I will be down that way." I reply with “Okay, thanks, greatly appreciated. I shall wait to hear from you and will inform you if anything further develops". 

  March 11, 2022, 1124 AM, I text Mr. ******, “Mr. ******, hopefully you have not forgotten me. I need that one camera replaced and I need to purchase and have installed two more cameras. March 14, 2022, 5:51 PM, Mr. ****** replies, "I have not forgotten about you I have not been in ********** in 5 weeks" 

  April 4, 2022, 12:01 PM, I text Mr. ******, “I know you said you would not forget me, but apparently you have, since we are coming up on 30 days since I have heard from you and 60 days since my original text to you informing you of the camera outage. I would like to know 
  when you intend to repair this camera. If you do not intend to repair your camera, still under warrant, then recommend someone who can before the warrant expires. April 4, 2022, 6:17 PM, Mr. ****** replies, “Mr ***** I have not been in ********** since December.. I do not have any on going issues with any other clients I have not even seen my kids because of my work schedule I apologize for your inconvenience." 

  April 6, 2022, 8:46 AM, I reply, “Okay, just let me know when you are coming." 

  Today marks the 77th day since sending my initial text to Mr. ****** informing of my problem. Mr. ****** has yet to initiate some form of communication to inform me of the situation. Certainly, Mr. ****** has had ample time to respond to my request. It is apparent to me and any prudent individual, Mr ****** has no intention of responding to my request, therefore, I am requesting the Better Business Bureau to assist me in obtaining a resolution to this complaint 

  ****** ***** 
  ************
  
  see Attached document

  Business response

  06/14/2022

  Good morning...I would like to resolve the issue with Mr.*****.I had been to Mr.***** house at least 8 times were his cameras are under warranty but I did not charge him any service call which are 75.00 per service.My clients are retired tried to offset the cost.I understand his frustration we both had several delays with the vendor not being able to get replacements I was able to get him 3 replacement cameras to reslove issue which took about 63 days during Covid.Dispatched out to install replacement cameras Installed two cameras left one with Mr.***** for back up.The other issue he has aluminum siding which was interfering with Wifi Signal directed him to purchase Google Mesh Network which he did I Installed at no cost to let my customer know that Im trying everything in my power to make situation right.Im located and hour and 15 minutes away from Mr.***** trying to explain to him I work two hours north of ********** and was not able to keep coming back every two weeks to keep addressing every sitaution without being compensated.My work phone was damaged had to get a replacement lost contact information my intentions is to take care of all my customers.I tried my best to go above and beyond for Mr ***** if I can help in anyway let me know how I can resolve the issue.

  Customer response

  06/23/2022

  
  Complaint: ********
  
  

  Mr.  ******,

  
  

  On June 21, 2022, I received a letter, June 10, 2022, from *** ******** ************ about ID ********.  On June 23, 2022, I received a second letter, June 14, 2022, from *** ******** ************ about ID ********.  I have attached copies of both letters.

  
  

  Mr. ****** may have been to my house eight times, but that within itself lends credence to my complaint as to the quality of the cameras. If the cameras were of quality, then Mr. ****** would not have had to make eight service calls to my residence within four months, September to January 2022, and I am still experiencing problems with the cameras?  Mr. ****** was informed of the blackout of one camera, on February 19, 2022.  Furthermore, Mr. ****** did not inform me in writing or verbally of any $75.00 per visit service charge.

  No, Mr. ****** does not understand my frustration and under these circumstances, I have every right to be frustrated. Mr. ****** needs correcting on the number of cameras the company sent.  I received two replacement cameras and he installed one, thus leaving one

  
  

  Mr. ****** informed me of the aluminum siding issue, and he did recommend and install the Google Mesh system I purchased.  Under the circumstances, I would think Mr. ****** would have recommended another wireless brand if he felt the aluminum siding was interfering with the signal and the Google Mesh system failed to boost the signal adequately, but he did not.

  
  

  Mr. ****** informed me on February 19. 2022 at 9:30 A.M. via text, "Hey Mr. ***** I've been in Columbus doing New Building Install been pretty busy.. haven't been in ********** in over a month don't you have an extra camera".   Although I may have an extra camera, it needs to be installed and I do not possess that knowledge.

  
  

  On April 4, 2022, at 6:17 P.M. via text, "Mr. *****, I have not been in ********** since December... I do not have any ongoing issues with any other clients I have not even seen my kids because of my work schedule.  I apologize for the inconvenience".  Because Mr. ****** does not have any ongoing issues with any other clients does this mean he is not supposed to address my issue.  He may apologize for the inconvenience, but how long am I supposed to be inconvenienced.

  
  

  Mr. ****** may work two hours north of **********, but if he cannot keep coming back to ********** every two weeks, then Mr. ****** needs to resolve this existing issue by replacing this inferior product with a quality product or refund my money.  I paid Mr. ****** for a proper, fully functioning security system, which I do not have, regardless of his compensation.

  
  

  Mr. ******' excuse for damaging his work phone and losing his contact information does not hold water.  Mr. ****** has a copy of the invoice/receipt of the sale and that receipt contains my home telephone number, my cellphone number, and my wife's cellphone number. on the upper right corner of the invoice/receipt.  Furthermore, my home address is on the invoice/receipt, therefore Mr. ****** could have written me.  Certainly, Mr. ****** has been home at least once since April 4, 2022, at which time Mr. ****** could have ascertained my contact information.  A copy of the invoice/receipt was enclosed with my letter of complaint.  I know Mr. ****** had a functioning cellphone on April 4, 2022, because he sent his last text message to me on April 4, 2022, therefore, when did Mr. ****** damage his work phone? I would think Mr. ****** has been home within the last two months. even military personnel receive weekend passes.

  
  

  I reiterate, that Mr. ****** had no intention of resolving this issue until I filed a Better Business Bureau complaint, and he has yet to resolve it. 

  
  

  I need a working security system, therefore, if Mr. ****** is unable to furnish a functioning quality security system, then fully refund my money.

  
  

  
  

  ****** *****

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

  ************ (H)

  ************ (C) 

*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. ↩