All Angles Surveillance

Equipment installed is not the equipment offered. No manual provided. Not provided with specific terms and conditions for service,warranty orsupport. on 4/02/14 a surveillance system was installed in our home for $2,144.50. we had quoted for 2 bullet type cameras and 2 I.R. Ball cameras. however all cameras installed are bullet type. Also the quote was for the video feed to be available on two TVs and only one was installed. A user manual was requested from installers which advice one will be delivered at a later time. Two weeks later a call was made to the company owner to check status on manual. owner advice we had to "play with the system to learn how to use it" following his advice I "played" with the system and Inadvertently reset the DVR system to default settings. A call was made to owner as video feed was not working on any devices, he advice a service tech had to come out to the house and a charge of $50.00 to $60.00 will be assessed. I advice Mr.[redacted] that no Manual has been provided after requesting it for the second time, Mr.[redacted] then advice there was no user manual. when inquired as to the Specific Terms, conditions and Warranty Mr.[redacted] disregarded the inquiry and agree to send a tech without charge to put system back on. Not having a manual has made impossible to understand how to operate DVR system. further company failed to explain how to avoid issues or problems with the equipment in detail and in written. Desired SettlementWe request a full refund of $2,144.50 plus any repairs necessary to Exterior walls,stucco and interior walls to be paid by [redacted]. All repairs to be made by a company of our choice not by [redacted]. Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted].Com**This is the first I have seen of this complaint.** Mr. [redacted] was provided (4) I.P bullet cameras which have the exact same lens and picture quality as the ball cameras. This was discussed with Mr. [redacted] and was verbally agreed upon. Mr. [redacted] was happy with the install and was given the opportunity to have the (2nd Wire ran to the TV or given a 50.00 credit. Mr. [redacted] chose the 50.00 Credit. A service call was given to him for free after he changed his internet router with out consulting our company to the latest version offered by his provider. Mr. [redacted] was advised when he called in the service request that we only covered the defect of our labor and or equipment, (not the internet). Mr. [redacted] was given (4) month interest free from date of install as agreed upon to pay off equipment. The only reason he was not billed the $65.00 service charge which is standard with all service companies, was the fact he owed us two remaining payments out of the (4). The false allegations submitted to the Revdex.com should be investigated as I have provided copies of all invoices to include the statement on his account. The manual he requested does not exist in paper version, however he was provided the web site to view and print it if needed. WWW.[redacted].comThe warranty information is provided on line for the cameras and was provided on the original quote *(Line 3). Mr. [redacted] contacted me several times and was unwilling to listen to my responses as to the manual. During our last conversation Mr. [redacted] stated he wished he had never done business with us, was screaming profanities and was unwilling to listen to any of my responses. I still have the text messages from both parties on my phone saved. Mr.. [redacted] stated that he would find a professional company in the future and continued to make verbal threats. I advised Mr. [redacted] that if any other company touched our installed equipment it would void our warranty. He replied,"You never gave it to me you F[redacted] It." I ended the phone conversation with him at that point. The stated warranty was on line (3) on the original estimate. (Please see attached) A refund will not be provided and we are no longer going to service the equipment as I feel it is unsafe to do so based on the threats made by Mr. [redacted] and now this false allegation. If you need any further information please call me directly on my cell at XXX-XXX-XXXX. If you can not pull up the original quote and statement that I attached, I can scan it to you to verify and dispute his bogus claims.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Mr. [redacted] not only failed to provide a formal contract on the sale of the equipment, clear terms and limitations of the sale, installation and use of equipment, repairs and warranty precise terms (other than a brief statement regarding acts of God or power surges are not covered) but also failed to provide a manual on how to operate the system. At the time of the installation I requested the manual from Mr. [redacted]'s staff and they responded a manual will be provided the next day. The following day I contacted Mr. [redacted] to inquire as to the status of the manual and the fact that the cameras were not recording most of the movement outside. Mr. [redacted] stated he will look for the manual and will provide it at soon as possible. As to the issue with the cameras not recording all movement, Mr. [redacted] stated that I had to go into settings and adjust the sensitivity of the cameras. Further Mr. [redacted] stated; "you have to play with the system until you learn how to use it". Mr. [redacted] provided a general instruction on how to access the DVR settings while on the phone. At that time I learned the system required a password ** access the settings menu, something the installer or Mr. [redacted] did not advice at the time the installation was done, further Mr. [redacted] and his staff did not provide any information regarding the fact that the Internet Router cannot be reset or changed for a new one at any time and the consequences of resetting the router. As a consumer I was disappointed with Mr. [redacted]'s service as I expected proper training and/or his company to provide a manual we can research on how to use the system. Further Mr. [redacted] failed to provide express information regarding the schedule of fees for any services provided after the installation and how to avoid any problems with the equipment, a common practice of efficient and responsible service providers.Federal laws require that warranty offered for any product shall be written in plain language and include the following information: Name address of company extending the warranty, covered product or parts, what the warranty entails, what the warranty does not cover, replacement, repair, limits of the warranty, information about any dispute resolution procedures and concise information about the consumer's legal rights. As you can see in the "Receipt" (here attached) [redacted], Mr. [redacted] and his staff failed to provide clear information regarding the warranty of the equipment, what the warranty entails, what the warranty does not cover (such as resetting a router), limits of the warranty, information about any dispute resolution procedures and MOST importantly concise information about the consumer's legal rights. As to the allegations that I accepted the 4- I.P bullet cameras instead of 2 I.P bullet and 2 "ball cameras", I was not provided with a choice as the cameras had already been installed when I realized no "ball cameras" were provided. The staff explicitly said that Mr. [redacted] had instructed them to install 4-I.P bullet cameras. Mr. [redacted] did not discuss this change with us prior, during or after the installation. As to the Video installation in the second TV. I was informed by the installer that they did not had a cable needed to finalize the installation and that it would be provided the next day. The next day during the telephone conversation with Mr. [redacted], he informed me that because our main TV did not have a VGA terminal and had to use the HDMI terminal our second TV cannot be connected to the DVR. Once again no one informed me at the time of the installation that this was the issue. Mr. [redacted] offered a $50.00 discount to "remediate" this issue, which we accepted not knowing any better that the issue could be easily resolved by using a Flat PC Monitor with VGA connectivity for the main room. As to Mr. [redacted]'s allegations that I used improper or obscene language during our telephone conversation on 7/25/14, these are completely FALSE and unfounded. During that communication I had to disconnect the call as Mr. [redacted] belligerent behavior, raising his voice and use of profane language. Mr. [redacted] called me back minutes later to apologize for his behavior and use of profanity. As you can see Mr. [redacted] will use any deceiving tactic to excuse himself from providing an efficient and professional service to his customers. His lack of response at the initial request and delay to respond to the Revdex.com several attempts are a clear evidence of the professional and ethical character of Mr. [redacted] and his company. I never mention to Mr. [redacted] that I would use another company to serve the equipment instead was Mr. [redacted] who suggested I use "any company" to correct the issue with the router. As a matter fact I contacted his IT staff ([redacted]) and left a message on 7/25/14 to please call me, something that he never did. It wasn't until 7/25/14 when Mr. [redacted] informed me that the router cannot be reset to factory setting and to "unplug" and "plug" the router instead. (Text message records available)At this time I reiterate my request for a total refund and cost of repairs originally made as Mr. [redacted]'s express statements that he will not provide any services to the equipment are in clear violation of the consumer's rights. Further I believe the relationship with [redacted] has been irremediably damaged and we cannot trust the security of our home and our family to [redacted] or its Owner.