Location: Idaho
I own a small local company that sells and installs security systems and cameras.
I have a customer that bought a hardwired security camera system for $4500. This included six cameras, one 2 TB NVR, the monitor plus a backup battery system and installation.
One of his criteria was to have 24/7 cloud back up which is actually an unusual request to the extent that I have actually never done a cloud back up system in conjunction with the hardwired camera system. But I told them we would figure it out and get it done. I worked with a local distributor to get the right cameras and installed his camera system. Unfortunately, we could not get the cloud back up system up and running, but everything else was installed perfect. After a lot of back-and-forth, it turns out the cameras were not capable of sending the video recordings to the cloud. There was about a month of delay, back-and-forth between myself and the distributor and the makers of the camera system to figure this out. But I finally got it resolved and got the correct cameras. I returned back to the customer to install the correct cameras at no cost to him essentially do a complete swap out of all the cameras and NVR, but when I returned, he had already had somebody else take out our system and reinstall another camera system. He now wants a full refund for all of the equipment, including cost of installation. He is willing to return all of the equipment. If I don’t do this, he said he will sue me for the full amount.
I understand anybody can sue anybody for any amount, regardless of any reason but should I try to just negotiate with him and possibly be able to return the cameras and just have him pay for installation services or is this something that is unfair and I should just let him take me to court and present my side?