Complaints

This profile includes complaints for Detection Systems & Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Detection Systems & Service, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Detection Systems & Service, Inc.

  1035 Havens Ct Downers Grove, IL 60515-2000

• 

  Detection Systems & Service, Inc.

  17W725 Butterfield Rd Ste D Oakbrook Terrace, IL 60181-4279

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont normally leave negative reviews, but my experience with Detection Systems & Service Inc raises serious concerns about fire safety, and I feel its important to make others aware.We started using Detection Systems & Service Inc for our annual fire panel inspection at our warehouse. During our first test, they claimed our existing fire panelwhich had never had any issueswas suddenly inoperable and needed to be replaced. Trusting their expertise, we paid for a new panel.Shortly after installation, we were informed that we also needed to upgrade additional equipment, such as the annunciator and sprinkler heads, because the new panel was incompatible with our existing system. This information should have been communicated before we made the initial change, leaving us with no choice but to proceed.Less than a year later, during a mandatory fire inspection, the fire marshal discovered that our new fire panel was programmed incorrectly, failing to alert the fire department when the fire pump was activated. When I contacted Detection Systems & Service Inc, they absurdly claimed the incorrect programming was due to the old system being copied over, shifting the blame away from their responsibility. This is unacceptable; it is their job to ensure proper programming.According to their inspection agreement, Inspections shall include all required adjustments of the apparatus necessary for its proper operation, and DSS or a representative thereof will advise the SUBSCRIBER of any maintenance or repairs necessary to the system. This means they have a responsibility to ensure everything is in working order during inspections.While they did eventually fix the programming issue, I was shocked to receive a charge for the correction. Given that I had already paid for the panel installation and testingboth of which were done incorrectlyI believe I am entitled to a refund for these service charges.

  Business Response

  Date: 10/31/2024

  Hello,
  
  I do apologize for the confusion and inconvenience *********** Logistics experienced with the ********** regarding the Fire Pump programming. Fire Alarm Companies are rarely, if ever, allowed to alter the programming on Fire Pumps without consultation and approval from the ***. We were only able to transfer the existing sprinkler programming to the Fire Alarm Control Panel. This is because the Fire Pump is an intricate part of the sprinkler system and each *** has their own regulations on programming. In regards to the inspections, we are licensed as an Alarm Contractor in ******** and do not test sprinkler systems. The attached Maintenance Agreement for Inspections was specifically declined by *********** Logistics, never signed or fully executed by either party. We only performed an inspection at the request of the *********** Logistics.
  
  Unfortunately, we cannot refund the most recent service call from October 22, 2024 as we have not received payment. I can offer to waive this invoice. 

  Thank you,

  **** A *****

  Detection Systems & Service, Inc

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22465823
  
  I am rejecting this response because: I am don't believe what was stated was accurate. The agreement that was sent to me, was if i wanted to be on their annual schedule for testing, however I declined the annual services and requested to have it tested just the one time. This can be seen in my email chain attached. Regardless of this, you can see they did perform my annual testing this past year by seeing the attached inspection report from 7/2024 which has their company information. 

  I also don't accept the response regarding it not being their issue to program the fire panel correctly. The company is stating that its out of their jurisdiction, yet you can see they came in right away and adjusted the programming for me without hesitation. Its nicely written on the invoice they provided "reprogrammed per customer request". 

  Lastly I want to add that as much as they are saying it wasnt their fault/jurisdiction, I literally had the fire department, plumber, and pump company out here in my facility stating this was their mistake and should of been programmed originally this way, and should have been caught during their inspection. 

  With all that being said, obviously our ideal request would be to get back the money paid for the annual testing which did nothing for us since we failed our fire panel test and had violations. We will accept the waiver for the invoice that was not paid though, and move forward if that is all that they can offer. 

  Sincerely,
  
  ***** *********