Complaint Review: Advanced Security Integrated LLC

Blatant lies.  The response from the Attorney General's Office states, "We have received a response from the above named party’s counsel concerning your complaint.  The business does not indicate a willingness to settle your complaint in the manner you requested.  Under the circumstances, we regret to say that a settlement agreeable to both parties does not seem possible at this time."  Unless the AG wrote a completely different conclusion to Pat Chavez, then his claim is a blatant lie.

To settle the dispute I asked that the defective cameras be replaced with comparable cameras of a different brand or a refund of one-half my money since two cameras accounted for 1/2 the job (four out of six cameras installed did not work properly).  He had installed Northern cameras (that the Northern cameras Pat Chavez installed were a higher capacity camera than my old cameras is irrelevant - I paid his going rate for the Northern plus labor).

I stand  by my original complaint and at no time did I ask for a "free" upgrade, an obvious attempt by Pat to smear me (my correspondence will show that I consistently asked for a comparable replacement).  Pat said the only solution was to rewire and upgrade the system at a cost, of course, or to install cameras with less than 1/2 the capacity than I paid for and retail for over $100 less.  Sound like a bait and switch to you?

None of the cameras are installed on "20 ft poles."  They are attached to a mount affixed to the soffit/fascia of the house 10 to 11 1/2 feet high.  The actual difference in height between the four cameras is no more than 2.25 feet which he would have you believe is the difference between a camera that works and one that does not.  There is a big difference between a 20 ft pole and a camera mount 11 1/2 ft high.  I always find it astonishing when people lie this way and it is an example of a pattern that I saw developing early in the process of this transaction and the reason I requested that all correspondence be in writing.

I live in a rather dark rural area nowhere near a freeway.... as he claims, "where there is additional lighting."  The fact that he would claim I live by a well lit freeway with lots of lighting is laughable and irrelevant.

Next - Pat Chavez states: "However, we offered to make yet another free service call to exchange and replace the cameras for her but she would have to pay the price difference for the more expensive cameras.  The customer declined as she wanted to be upgraded for free and then continued to email and text in an unprofessional manner so we no longer offered additional assistance."

Actual Fact:  Complete and total fabrication.   Pat conceded that the second set of Northern cameras did not work properly and made an appointment to come down to replace the defective cameras in response to my request for "comparable cameras of a different brand," an even exchange.  When I requested information on the replacements he was bringing I discovered that his plan was to switch out the cameras with a "less than" camera (over $100 less in value than the Northern and operable at less than 1/2 the capacity).

Realizing that he planned to dupe me I texted a cancellation of that appointment followed up with an email making it clear that he would not hear from me again unless he planned to properly rectify the matter.  There was no continuation of correspondence on my part and as the client I had no obligation to be "professional" though I was always brief, concise, courteous and to the point.  Pat wrote long, rambling, nonsensical things full of contradictions and excuses.   Communication is not his strong suit.

His response to this complaint is a prime example of what I was dealing with and filled with blatant, ludicrous lies that can be proven in a court of law, the reason I requested written correspondence.

Bottom line is that if Advanced  Integrated LLC, Pat Chavez owner, installs a defective camera at your home or business don't expect him to rectify the problem.

I would like to add that the cameras in question are attached to a mount affixed to the soffett/fascia of the house.  They are approximately two and 1/2 feet (max) higher than the other cameras.  Total height is approximatedly 10 to 11 1/2 feet, not the 20 feet Pat Chavez claims.

Therefore, according to Pat Chavez, a height difference of approx. two and 1/2 feet will determine whether or not the camera works properly. 

Does this sound reasonable to you?

Blatant lies.  The response from the Attorney General's Office states, "We have received a response from the above named party’s counsel concerning your complaint.  The business does not indicate a willingness to settle your complaint in the manner you requested."

To settle the dispute I asked that the cameras that do not work be replaced with comparable cameras of a different brand or a refund of one-half my money since four out of six cameras installed did not work.  They were Northern camras.

I stand  by my original complaint and at no time did I ask for a "free" upgrade.  Rather, Pat said the only solution was to rewire and upgrade the system or install cameras with less than 1/2 the capacity that I paid for and retail for over $100 less.  I declined to be ripped off in this manner.

None of the cameras are installed on "20 ft poles."   There was nothing "unprofessional" about my correspondence.  All correspondence was short and to the point.  Pat Chavez would write long rambling texts and emails full of excuses but no solutions.  Pat Chavez did not offer to drive back out to work on the second set of cameras he installed.  He did complain about the distance he had to drive to get to my house and suggested that my son take care of the inner workings of the camera. 

This company is very shady and they lie.  Bottom line is that if they install a defective camera at your home or business don't expect them to rectify the problem.

I was unable to edit my original rebuttal but I did also want to provide some updates. 

Ms. Abbott did file a complaint with the State Attorney General's Office regarding this issue.  We promptly sent a simliar response in providing the facts of what actually happened in addition to all of the email and text correspondace from Ms. Abbott proving we did exaust every avenue in trying to please this customer.

The response back from the Attorney General stated "It would seem that Advanced Security Integrated LLC., has taken all reasonable steps to satisfy Ms. Abbott.  This office considers this matter closed."

We are very sorry to hear that Ms. Abbott has continued to make complaints regarding this issue in which we tried very hard to satisfy her with her purchase.

The customer wanted to replace her existing cameras with a higher quality camera - we agreed to come out to her home and go over the specific type of camera she wanted, she emailed us back advising she wanted low-midrange cameras as they were in her budget and she was not concerned with the brand of the camera.  She also advised she did not want us to come out to her home to go over cameras she would continue to email with us regarding the cameras she wanted.   We did advise her analog cameras were not going to provide her the same quality as IP cameras however the Northern Brand we would be installing would be a great imporvement from her current cameras.

We installed 2 bullet cameras in her back yard and 2 dome cameras at her front porch.  The customer was very satisfied with how the cameras looked asthetically and on the footage prior to our leaving the call. 

The next day we received another email from the customer stating she was not happy with the night time footage from the dome cameras in the front.  We emailed her back apologizing, advising we would be happy to drive back out and ensure the night time settings were correctly set up.  We went out to the customers home checked and set all of the settings for the cameras told her if she needed anything else to let us know.

The following day the customer emailed again and she was still not happy with the footage.  Again, we agreed to replace the dome cameras in the front of the house at no cost to the same bullet cameras that we installed in the back yard which she was very pleased with.

Again, the customer continued to email us back unhappy with the footage of the cameras in the front of the house.  We did continue to email and text with the customer explaining her front yard is completly black it is going to look different than the cameras in her back yard that are on a 20 foot pole and facing a freeway where there is additional lighting.

At this time we advised the customer is she was looking for higher quality cameras we would be happy to install the IP cameras we originally suggested.  Obviously these cameras are more expensive than the ones she originally wanted in the low-mid range pricing.  However, we offered to make yet another free service call to exchange and replace the cameras for her but she would have to pay the price difference for the more expensive cameras.  The customer declined as she wanted to be upgraded for free and then continued to email and text in an unprofessional manner so we no longer offered additional assistance.

We are a company who values our customers and we feel that we went above and beyond trying to ensure the customer was satisfied.