Complaints

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:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  January 2020, we were referred to this company to a former family friend. We wanted to have our internal signal reach out detached garage. We received an estimate and was given an estimate of $600. This was to use a router and an access point provided by the ****. Our previous router was a NightHawk and never had any issues with the router, we just wanted a broader signal. **** hooked up the new equipment he asked for more money than the quote and we found this to be strange and shady. One month later the router fails and **** decides to leave my family and without internet for entire week and blames the failed router on my "chinese" cameras. Then his access point fails, entirely causing my new cameras not to work, his response was, "restart the cameras". I'm currently in the US Army for IT Specialist and graduated from the Fort Gordon Cyber school of Excellence, and know IT very well. **** was a poser without any credentials to any of the services that self proclaimed to provide. Also, we asked for a refund and he wouldn't offer any assistance and left us with this problem, if we can't get our money refunded, we will file in small claims court against this company

  Business Response

  Date: 04/28/2023

  On July 8th, 2021 Richie’s Security Services provided a proposal to Consumer, ****** ******, for
  installation of security system, cameras, and router. Customer decided at that time not to hire Business
  for services. Around December 2022, Customer requested an additional quote for security cameras and
  router. On December 15th, 2022, Business provided a quote to Customer for the router and access point
  because the proposal for cameras and security features was outside of Customer’s budget. Customer
  agreed to the proposal and the new router and access point was installed. A few weeks later the
  Customer contacted Business indicating that it was having trouble. Business went to Customer’s house
  to find out the router was not working because the camera system that Customer installed had fried the
  router. The router system has a three year limited manufacturer warranty and only a fifteen day
  warranty from Richie’s. Although, the repair was outside of the warranty Business replaced the router
  without charge. Customer then contacted Business almost a month later indicating more issues and
  requested money back. Customer was advised this was outside of the warranty period from Business
  and that it would have to be addressed with manufacturer.

  Additionally, it is worth noting that Customer has requested quotes from Business on at least three
  occasions and each time decided not to go with the camera system recommended by Business. Instead
  the Customer went with a camera system not purchased from or installed by Business. Multiple times
  the Customer indicated to Business that they wanted something that costs less. Customer further went
  online and provided multiple reviews which were completely unfounded including making such
  statements that Business engaged in discrimination based on race.

  PROPOSED RESOLUTION:
  Although Richie’s Security Services, LLC does not admit any wrongdoing or fault in this matter. Business
  is prepared to offer a refund of $870.24 to Customer on the condition that both parties sign a waiver or
  right to engage in litigation against the other party, Customer causes any and all reviews they have made
  regarding Richie’s to be removed, and both parties sign a non-disparagement disclosure agreement.

  Customer Answer

  Date: 04/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******