ComplaintsforBFD Carolina LLC

• Initial Complaint

  03/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The first week of February, Xavier Webb, a sales manager from ADT came a signed me up for security services. I was told I wouldn't have to pay the first 3 months and be given a $100 gift card. I signed up. A serviceman came and put the system in. Within the following week I received a bill. I texted Xavier. Said it would be taken care of . Never was taken care of and he didn't bring the 100 gift card. I sent him a message and told him I wasn't going to pay the bill and I wanted the system taken out. Said I couldn't cancel because of contract and what could he do to make me happy. I feel like I should be able to cancel because I was lied to. Never received gift card and was billed.Please help me get my contract canceled.Thank you,Pam Gourley

  Business response

  04/06/2022

  Business Response /* (1000, 8, 2022/03/31) */ I spoke with this customer this morning and she claims she has not filed any complaints with the BBB. She has in fact received the 3 month rebate and the $100 gift card and confirmed that she has deposited these funds. Please review as I feel this complaint did not come from this customer. I informed her that the BBB will most likely be reaching back out to her to clear this issue.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Terrible system, terrible service. I have had the service for 3 months. Their installer came, drilled holes in my wall then discovered that place wouldn't work. Drilled more holes on another wall and left the first ones. I had to hire someone to fix it. The sensors on one door fell off before 2 months was up. They told me I would have to pay for a service call. I pitched a fit for that one and they sent over a guy who basically told me to have my handyman fix it. I have tried for the last month to end the service but could never get anyone on the line. I called the salesman who sold me the system who said I could always call him for anything. I called to say I wanted the system taken out. He told me he would call me back. on Monday and that was 3 weeks ago. Last week I finally got someone on the phone to end this. Today they called to say I had to pay out the contract regardless. This is one of the worst companies I've ever dealt with.

  Business response

  02/01/2022

  Business Response /* (1000, 8, 2022/01/16) */ The customer entered into a contract with the following company who handled the sale and installation of the system. BFD Carolina LLC 333 Firebridge Dr Chapin, SC, 29036-7885 (803) 995-6799 Please forward this on to the correct company. Business Response /* (1000, 18, 2022/01/24) */ We have attempted to contact this customer multiple times via mail,phone, and email. Customer refuses to stay on the line with us. Continues to disconnect the call as soon as we get on her on the line. We have been trying to touch base with her to explain that her complaints are with a different company. She continues to give dates for someone who came in and installed a system in October of 2021. However, the system that we installed for this customer was installed in June of 2021, as shown on her contract. We believe that someone came by her home misrepresenting themselves as an affiliate of our company with means of scamming customer into entering a new contract with their company. We have never spoken to this customer regarding holes in her wall, service needed, or any sort of charges for this service call. We believe she has us confused with another company. Consumer Response /* (3000, 20, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of what they said is true. I attempted to get ahold of this company through many mediums, I told them about the holes etc. I got differing responses from differing people. When the last person told me they would not come get the system I let them know I no longer wanted to do business and that they did not live up to the contract so I wouldn't. All of a sudden after that I got calls and info from them but for months I couldnt get their attention. No one came to me to sign a new contract so that is totally fabricated. I dont see a place to upload so I am copy and pasting my last email to them:****** ****** <************@ymail.com> To: ********@adt.com , *******@adt.com , *******@adt.com , *********@adt.com , ********@adt.com and 3 more... Sun, Dec 19, 2021 at 2:41 PM In november of 2021 I met with an ADT salesman and agreed to install a system into my home. An "installer" showed up and first drilled holes in one wall and then found out that outlet worked off of a switch. So he pulled it..leaving holes in my wall, and moved it to another location. He did nothing to fix the holes in my wall. In a 3-4 weeks the unit fell off of one door. When I called ADT they first told me I had to pay for ALL repair fees. I kicked up a fuss and they finally sent someone out and he told me to just have my handyman fix it and left. My handyman couldnt get it lined up right. I called the salesman who promised I could contact him with any problems. He said he would get back to me and I've never heard from him again. By this time I just want this system out of here. When I called ADT (3rd time) to get this piece of garbage out of my house they said I was on a contract. When I pointed out that ADT had NOT held up any part of their end of the contract it didnt matter of course. But I was told they would send someone out to take out the system. Now today as it is beeping I have been told that "ADT NEVER sends out anyone to take out systems"!!!!!!!!!!!!!! I have been lied to, manipulated and cheated by this company. I will be making formal reports and spending allot of time putting in online reviews. I want someone here within the next 48 hours to remove this system. You will not get another nickel out of me. My address is: * *** ***** ******, Taylors SC XXXXX ****** ******, MSED So no they didnt do anything to help me until it was all over and their calls are just for me to pay out a contract I have no intentions of paying since contracts go two ways and they did not bother to hold up their end from day one. ****** ****** Business Response /* (4000, 22, 2022/01/26) */ As you will see in customer's response, the correspondence she has referenced have been emails between the customer and ADT corporate, not BFD Carolina. As stated previously, BFD has not spoken to customer in regards to damages, charges for services, nor collection of payment at this time. We have uploaded a copy of the customer's contract to this complaint to reference install dates. As you will see from these documents, the dates the customer has provided do not match with the service BFD provided. Consumer Response /* (3000, 24, 2022/01/27) */ In 2021 I met with an ADT salesman and agreed to install a system into my home. An "installer" showed up and first drilled holes in one wall and then found out that outlet worked off of a switch. So he pulled it..leaving holes in my wall, and moved it to another location. He did nothing to fix the holes in my wall. In a 3-4 weeks the unit fell off of one door. When I called ADT they first told me I had to pay for ALL repair fees. I kicked up a fuss and they finally sent someone out and he told me to just have my handyman fix it and left. My handyman couldnt get it lined up right. I called the salesman who promised I could contact him with any problems. He said he would get back to me and I've never heard from him again. By this time I just want this system out of here. When I called ADT (3rd time) to get this piece of garbage out of my house they said I was on a contract. When I pointed out that ADT had NOT held up any part of their end of the contract it didnt matter of course. But I was told they would send someone out to take out the system. Now today as it is beeping I have been told that "ADT NEVER send takes out equipment. At no time did anyone including the salesman tell me about BFD. Yesterday I finally got a call from BFD and we agreed that he would come and get his equipment and that the contract would be null and void. I was waiting for them at the appointed time and they never showed. I left a note on the door after a half an hour that I was taking a shower and they could wait. But apparently they never showed up so there is no way to deal with this person or company. I have done my best. How was I to know that even tho they represent themselves as ADT they are not connected? No one at ADT mentioned it either. No further contact by the business Business Response /* (4000, 26, 2022/01/27) */ Customer has now changed her wording in her complaint to exclude the month that someone came by her home and drilled holes into her wall. BFD still stands by our initial suspicion that this customer has us confused with another company that came by her home after we installed our equipment back in June of 2021. We did receive a scheduling request at our local office to go by and remove our equipment from the home. However, the service was cancelled after receiving information from this customer that she had already taken our equipment off of the wall and told us that we could come and get "what was left of it". Unfortunately, this equipment is now possibly damaged and of no use to BFD. Customer's contract states that customer must allow BFD access to the premises to disable the equipment. At no point did anyone from BFD inform this customer that her contract would be null and void. At this time, it does not seem that we can do anything further to help this customer. We can only advise that customer refers to her contract for process going forward.

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