Complaints
This profile includes complaints for EPS Security's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/10/2024
Type: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.
On September 1, 2023 EPS came to our facility, Woodview ***************** to do a fire ****************************** inspection. They red tagged the inspection, this dispute is due to how they handled this red tag issue. I asked them if they were responsible to fix or if I should contact someone else, when they transferred me to there service center I assumed these people would know wether they could repair the issue. They only came out and told me the same thing they said at the time of the inspection. I do not feel that I should have to pay for the second time of them coming out only to tell me the same thing they said the first time. I then had another company come out (Allied Universal - they monitor our alarms) only to tell me there was nothing to repair and I had to pay them $252.00. I included copies of my email's to them and the response from Allied Universal. I have made several phone calls to them to discuss it with no response from them. Thank you.
Business Response
Date: 01/17/2024
It's important to note that Woodview **************** is only a Fire Alarm Inspection account for **********************. EPS does not monitor the fire alarm system or provide any additional service. The account's sole payment to EPS is for the annual Fire Inspection, totaling $247 for the year.
Upon conducting the Fire Alarm inspection, EPS Security identified failures in the system and documented the reasons for the failure in the report. Here is one of the notes for a failed device on their system Failed To Send Signal When battery was pulled, Customer Needs To Approve Of ********************** Service Investigating. As per EPS procedure, the report specifies that the customer needs to authorize repairs through EPS. Customers without service agreements receive the failed report and are required to contact EPS to authorize and schedule the necessary service.
In response to the deficiencies, we scheduled a technician for on-site service to assess and diagnose the exact problems in the system. The technician spent an hour determining which specific parts had failed. It's worth emphasizing that the customer is solely paying EPS for the annual test, which we completed. The customer then requested service to diagnose the issues, which was also completed.
EPS Security Preventive Maintenance (PM) technicians are only tasked with testing systems to ascertain pass or fail outcomes during inspections, not to investigate the root causes of failures. Any service to diagnose and repair these issues incurs billable charges (the second invoice in question). The hour spent by ************** diagnosing the problem(s) is necessary for accurate quoting of additional work and subsequent repairs. If the customer had a service agreement in place with EPS Security, all these services would be covered, and repairs would be scheduled automatically.However, Woodview chose not to subscribe to these services from EPS Security and has shared that some of these services are provided by another fire alarm services provider.
Notably, this is the first instance of EPS providing service at this location in the past 6 years. Typically, the system is monitored and serviced by Allied Universal. However, EPS's involvement is necessitated by the fact that this is a Notifier brand Fire Alarm system, and Allied Universal is not a Notifier dealer. Per Woodviews complaint documentation, Allied Universal noted,Alarm does not report by zone, only General Fire Supervisory Trouble. This information is not relevant to the reason EPS Security failed the device. To clarify, when EPS Security writes that a device Failed to report we are referring to the device/zone in question reporting to the panel itself. How Allied Universal receives the Monitored signals is not relevant to the device test. The device wasnt triggering the fire alarm panel itself. So, the panel never tried to send one of those three signals to Allied Universal. During the second visit to diagnose the problems the EPS technician found a NAC panel had a failed trouble relay. The NAC panel will need to be replaced as the relay itself cannot be replaced or repaired.
If Woodview subscribed to EPS Security Monitoring and Service, this issue would have been resolved by EPS Security in a timely fashion. Woodview chose not to utilize EPS Security for these services. As a resolution, EPS Security would be willing to provide a quote to repair the system and correct the failure found in the annual Fire Alarm Inspection.Customer Answer
Date: 01/22/2024
Complaint: 21114306
I am rejecting this response because: It's just more of their technical talk. I just want someone to talk to me live and treat me like they care about their customer with a solution to this problem that we have never encountered before, to my knowledge. I have been here since 2019 and this has never been an issue.
Sincerely,
*************************Business Response
Date: 02/05/2024
Our team was able to connect with the customer and get a better understanding of the issue. We have had a few recent conversations with the customer over the phone and through email which we believe have been beneficial for both parties.
EPS Security has issued a credit for the service invoice we charged this customer in the amount of $247.50. We issued a refund check back to the customer for this as they already paid this invoice.
EPS Security will be onsite this Wednesday at 9am to replace the power supply that was having problems. Once this is completed *********** will be changed to a green tag and the customer will be all set. We are performing this work at no charge to the customer due to the communication issues we have had since November 13th.
Customer Answer
Date: 02/06/2024
Better Business Bureau:
I have been contacted by the business in reference to complaint ID ********, and they have resolved the issue to my satisfaction. Thank you!
Sincerely,
*************************Initial Complaint
Date:08/30/2023
Type: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.
July 9 to present We had a false alarm on our security system.We requested a serviceman. 2 more false alarms and several requests for service, we finally had a guy come on July 27. He said he replaced a resister. After 2 servicemen and 7 false alarm, another man came. *** an electrician for 60 years, was witness to everything that was done. He had trouble finding anything to fix, but finally replaced all the resisters. We received the first two bills on August 14. It claimed that a resister was not in the terminal (not true). One more bill came on August 21 claiming that the resisters were "broken right off" (also not true). They were not broken until the guy got his hands on them. We called the company saying that we would not pay bills when the problem was not solved. They said they'd have to check with the supervisor and would call back the next day. So far we have not heard from them.Business Response
Date: 09/08/2023
The customer has been contacted by the ********************** Service Manager responsible for the complaint. Here is the summary of that communication.
-EPS Service manager spoke to customer. The system has been functioning since the last service visit by EPS Security.
-Direct contact information for EPS Service Manager was provided if they have issues moving forward.
-Credits have been issued for the cost of the service tickets in question.
-Spoke to the customer about adding a service agreement.
-****** noted over the phone that she will talk to her husband *** about adding it.Customer Answer
Date: 09/11/2023
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,
***************************Customer Answer
Date: 03/01/2024
Complaint: 20545720
I am rejecting this response because: Because we were not happy with services of EPS, we called to cancel their service. Jan 30 They sent us a letter asking for written signature to cancel and agree to let them remove equipment. We did not sign the letter because we paid for the equipment when it was installed by Eagle Security in 1983. Also we do not want them in our house to remove anything. Feb ***************************** the middle of the night at 12:30 am and 1:30 am. They also called our son's at those times
Sincerely,
***************************Business Response
Date: 03/01/2024
Date Sent: 2/23/2024 12:11:58 PM
We believe there is a simple misunderstanding occurring with this complaint. Due to the alarm system being monitored and the existing life safety alarm related devices on the account, ********************** requires a written cancellation and 30-day notice. An EPS Security rep provided a document for the customer to fill out and speed the process and meet their needs.
There is a statement concerning the existing equipment within this document. As this customer owns their equipment outright, this statement does not apply to this customer and can be disregarded. ********************** will proceed with a cancellation of the account, a letter has been sent to the customer to confirm the cancellation on 2/23/24.
To provide further clarity, contact was made to multiple people on the account due to a separate issue with the alarm signal (late to test). This is standard alarm procedure, regardless of the time of day, and did not pertain to the cancellation request. Those contacted were named contacts on the account in the case the system was not operating properly. When one person does not answer, our duty is to call the authorized contacts to ensure the customer is aware of the alarm issue.
We apologize for any inconvenience and hope this message helps resolve this customers complaint.Customer Answer
Date: 03/01/2024
Complaint: 20545720
I am rejecting this response because: Date Sent: 2/23/2024 6:18:42 PM
They continue to call us constantly, day and night.
Sincerely,
***************************Business Response
Date: 03/01/2024
******************* BBB
We believe the customer is not being honest and forthright with their complaint. We have cancelled their account per their request and have ceased all communication since 2/23/24. If they are receiving phone calls "Day and night" it's not from EPS Security. This is also an extension of a completely separate complaint filed to EPS Security from the husband's wife which complicates the messaging and record further.
We're not sure how to resolved a complaint of this nature.Customer Answer
Date: 03/06/2024
We have received the letter cancelling our account and are satisfied with the resolution.Initial Complaint
Date:11/09/2022
Type: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.
I called to cancel my service, because I had to move from my home so I no longer could keep the service on and running with no address, I was told by a representative I would be charge ***** than I told her my situation than she told me **** I called to pay the amount than I was told it was no notes the lady pretty much did not care at all this is a horrible business also when I signed up for the service I was told to return the equipment when service was canceled they told me I apparently paid for equipment you can not even use so I know I wouldnt have paid for it they lie just to get money mind you I have use the service in months never again will I use them or recommend them. Like I have no address to attach the service or I would business always tryin to get more money from costumers literally have a couple months till my service is done and they still dont care and I paid all this time even when I didnt have service and the equipment was down bc it ***** and is faulty equipment.
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