‘You cannot trust him’: Consumers tell BBB that S&H Video Surveillance failed to properly install cameras, issue refunds

FOWLER, Ill. — Dorothy Williams says just because she’s old doesn’t mean she will fall for a scam.

“I am tired of people thinking it’s OK for them to come out here, I’ll give you money and they can do whatever the hell they want to my house,” she said. “I may be 82, but I’m not stupid.”

Williams is one of several people who have complained to the Better Business Bureau (BBB) St. Louis about the service provided by S&H Video Surveillance LLC, a Quincy-based security installation company. Consumers reported to BBB that the company failed to start or finish projects, did not issue refunds and provided poor customer service. The BBB advises customers to use caution if doing business with S&H.

S&H Video Surveillance has an “F” rating, the lowest on BBB’s scale, because of recent unanswered and unresolved complaints. The business filed registration papers with the Illinois Secretary of State in March 2024. It previously was named SH Low Voltage, and the BBB says it appears to be owned by Scott Hicks. 

Williams said she paid S&H approximately $2,000 in July 2022 to install at her residence a surveillance system with four Ring cameras that she says rarely works. She said she was told at the time of the sale that there would be no maintenance charges. However, when she asked the business for assistance, she was told there would be a fee for its services.

“(Hicks) finally got me a Ring (camera), and I called the Ring company to get it turned on and whatnot so I could use it,” Williams said. “They said another person was using that Ring, and I should give it back to whoever gave it to me because it was probably stolen.”

She wants Hicks to come to her home, remove the cameras and pay her back.

“I can tell you that all the cameras might be working right now, and I could get up from where I’m sitting, go inside and none of the cameras will be working,” she said. “I can’t guarantee these cameras will be working at this time tomorrow.”

The BBB advises consumers to use caution if doing business with a company that installs surveillance systems.

“It’s vital that you research the company,” BBB Quincy Regional Director Don O’Brien said. “Consulting BBB and getting references from other consumers who have used the company can help you make an informed buying decision.” 

“I would tell someone to call anyone but (S&H),” Williams said. “You cannot trust him.”

Tim MaGuire of Quincy said he hired S&H in July 2021 to install security cameras at the offices of Servpro, 2808 Ellington Road. He said catalytic converters were being stolen from the company’s vehicles.

“It just took forever,” he said. “It was a nightmare.” 

MaGuire also paid S&H $2,968 to install security cameras in his home, but he said Hicks never did the work.

“He was supposed to be here at a certain time in the morning, and he never showed up,” MaGuire said. “I said, ‘Well, just give me my money back on Monday. No big deal.’ But it was just one runaround after the other. I still haven’t seen any money from him at all. But he’s still out there advertising with billboards, so I know he’s got the money.”

MaGuire said the security cameras installed at Servpro work occasionally.

“It works, but then if one camera’s out, he can’t even answer the phone call to answer the simple question like, ‘What do I do? Where do I get a new one? Is it a wiring issue?’” he said. “There’s no nothing. He just installed it and ran. We still have one camera we can’t figure out.

“Don’t use him. There’s no follow-up. He stole my money. He won’t return it for services not rendered. I just want him to pay me back.”

The BBB reported in a press release that a Granger, Mo., consumer hired S&H in May 2022 to install cameras at his business and residence. The man said he paid the business a deposit of approximately $5,400 but no work was done on either project.

“He never did anything,” the man told BBB. “He made up many excuses why he couldn’t come do the work.” 

S&H did not respond to a BBB letter regarding how it plans to address its pattern of customer complaints. In a recent interview with a BBB investigator, Hicks said the business would address its unanswered and unresolved complaints. He said one of the complaints and a negative customer review were “personal issues” between him and those who filed them. 

Hicks admitted he did no work for the Granger, Mo., consumer but planned to “make him good.” 

BBB offered these tips on hiring a contractor: 

• Research any business and its owners carefully before paying any money. Check the company’s BBB Business Profile at BBB.org or by calling 888-996-3887.
• Ask for references and contact them.
• Get a signed contract outlining the work to be done, a timetable for completion and an explanation of what happens if the business or consumer reneges on the agreement before payment is made.
• Ask the contractor for proof that he or she is bonded and insured.
• Pay by credit card whenever possible if you need to challenge the payment.
• Do not pay everything in advance. It is a good rule to pay a portion when you sign the contract and the final payment only after you are satisfied with the work.
• When work is completed and the contractor has been paid, request lien waivers showing subcontractors and material suppliers have been paid for the job.
• File any complaints at BBB.org and with your state’s attorney general’s office.