Coastal Protection

9/12/17 - The office manager spoke with Dr. *** regarding a *** Doorbell and set up an installation appointment.

9/14/17 - ECA (Emerald Coast Alarms) Technician arrived on customer site at 9:15AM. Dr. *** was not on site. Mrs. explained to the ECA Technician that the doorbell quit working and that her husband had called technical support for assistance. RING stated that the doorbell did not have enough power. Customer had to have two different electricians out verify power. When the ECA Technician got on site, the doorbell was attached to wall and the inside part of doorbell was apart sitting on a cabinet. It was a *** doorbell Pro not the standard *** doorbell. Instructions were for standard doorbell, there were no instructions for *** Pro. ECA Technician found an online wiring schematic and put Dr. ***'s doorbell together as per schematic.

Doorbell continued to chime over and over again. That's when ECA Technician contacted *** Technical support since he had not experienced that issue before. *** Tech support had him go through the entire installation process using their troubleshooting techniques, which did take time. We took pictures with Mrs. phone and emailed these pictures to tech support. The final resolution from tech support again was that the doorbell not receiving enough power.

The ECA Technician was unsure if doorbell was even operable to begin with due to the constant chime. RING Tech support noticed that there was a diode on the back of RING doorbell and stated ECA Technician had to remove it and he did so. That diode was installed prior to ECA technician arriving on site. RING Technical support also noticed that the gauge wire was smaller than the recommended gauge. They recommended pairing wires together to rectify situation, ECA technician did so. When reinstalling doorbell, the fuse was accidentally blown. ECA Technician did not want to proceed any further without protection for the doorbell. Mrs. said Dr. *** was picking up a fuse for the doorbell adapter. When Dr. *** got on site with fuse around 1:00pm, it was physically the wrong size.

Dr. *** appeared very aggravated with the whole situation, starting with having to have electricians verify power. The ECA Technician asked if Dr. *** wanted ECA to order a fuse and revisit this at another time. Dr. *** stated he thinks he wanted to just send the RING doorbell back and put a standard doorbell on.

At that time, ECA Technician prepared the invoice and Dr. *** wrote the check. The invoice was for a total of $343.90 ($55 for Service Charge and $90/hour labor for 3 hours - all plus tax). ECA Technician left around 1:30pm and had taken a hour of labor off of Dr. ***'s bill due to blowing the fuse.

9/19/17 - Customer called our office requesting a copy of his invoice, after paying the bill of $343.90 on 9/14/17, after the office manager stated she would send it to him, he said he was going to file a complaint with the Revdex.com. This was the first notification of ECA having any knowledge he was unhappy with our service.

9/20/XX - X:XXPM - Customer called back to speak with the owner, before any resolution could be made, he cussed out the owner and hung up on him.

ECA charges a standard $55 Service Charge and $90/hour for labor. Dr. ***'s bill should have been $440.20, but we discounted it for our technician blowing a fuse. We understand his frustration, but he had already contacted *** technical support and received the same information on the problem as we received, which was that the doorbell did not have enough power. If we had been given this information to begin with, we would not have taken the job. While we do install video doorbells, we are not electricians and cannot make a doorbell work with less power than is needed. Dr. *** stated on site he was frustrated with the doorbell, not us, and had planned to send it back for a refund.