I Access Inc

Review: This is an alarm company that has always debited my credit card monthly. I had called and cancelled a [redacted] time ago and was told that the girl that handled billing wanst there. I asked to cancel and I was told to call back. I called back again and tried to cancel again the following week and was told the girl was out to lunch and that I needed to call back. I then said I have tried twice and I want it cancelled. He took my contact info and said he would make sure she received it, and that it would be cancelled.

At that time it appeared cancelled as I did not receive any additional charges. We closed this office and moved to a new location. Just last month a utility company did something which appeared to trip an alarm causing Central Dispatch to call. I thought that was strange since we were cancelled and had not received any charges. Since then we have received a charge for 175.00 which is the past amount they are claiming were due, and then an additional amount of 25.00 for a monthly service. I called and spoke with a [redacted] and she was less than professional. She said she would email me a cancellation and failed too. I had to call back the following week and she took the liberty to tell me my "contract" which I do not have has been renewed so I need to pay a 100 dollar cancellation fee. I told her that was not acceptable and she transfered me to [redacted] stated that he could see my phone lines were disconnected a few months ago and this was obviously cancelled. he said he would issue me a cancellation and definitely not charge me a cancellation fee since this was an error. He did not recpond in email and I have called each day with a message. I leave my number with no return call. I called today and demanded results and [redacted] was extremely rude and unprofessional. I am at a loss of what too do.Desired Settlement: I would like a letter & email stating there will not be any additional charges, that the contract is terminated, and that I will receive a refund for the last two charges on my card.

-Its too bad that this happened as we are in the real estate industry and actually have a few homes & clients that utilize this service. We actually have this company in our new home buyer packets

if they are interested in an alarm system. Having that said, if this was an error that can be taken care of that is fine. If this continues we will make sure we notify everyone we can in addition to

terminating any referrals.

Thank you

[redacted] President [redacted]

Business

Response:

ID: 10041330

To whom this may concern,

[redacted] aka [redacted] & [redacted] has been monitored by Central

Dispatch and Serviced by i.Access since February 22nd, 2007. On

February 22nd, 2007 when an i.Access technician installed/programmed

the alarm located at [redacted] Ave., Lakeside, CA [redacted] there was a

contract presented to [redacted] & [redacted] which was then filled

out and signed by [redacted] known as the Owner. The contract states “The

term of this agreement shall be one year plus the period from the date of this

Agreement to the beginning of the next calendar month. The Term shall

automatically renew for successive one year periods unless any party provides

notice of intent to terminate at least thirty (30) days before the end of the existing

term.” With that being stated we would had to of received intent to cancel

your account in writing via Email, Certified Mail or Fax by January 22nd,

2014 which we never received. Our Company notified [redacted] if this was a

mistake and he had proof that he did notify us to send us a copy and we would

honor it, but he did not have any supporting documents. This does mean the

contract reinstated itself for another year of monitoring on January 22nd,

2014 and [redacted] & [redacted] is liable to pay the fee of $25.00

per month for one more year for the new year of monitoring. (To be monitored by

our alarm company you must be in a signed contract giving us the okay to

monitor and dispatch on all alarm signals that come from your alarm system and

this is for liability purposes.)

[redacted] & [redacted] has previously been set up on auto bill with our

company. Auto bill is for 1 year terms then it removes automatically from our

system and the customer is liable to make payments after of re-setup auto bill.

I show the last auto bill payment was ran on April 1st, 2013 for

$25.00 in which that day it did expire and remove itself from our system. Every

month around the 25th the new bill is sent out for the following

months monitoring which shows a due date of the 1st of the month.

Four months worth of bills were sent out and calls were made regarding the past

due account and then on August 29th, 2013 we received a call from

the customer paying the past due balance of $100.00 which covered the

monitoring until September 30th, 2013 and at the time you requested

to be placed back on auto bill. For some reason there was a glitch in the 3rd

party Credit Card system we use and the payment wasn’t ran until April 21st,

2014 which took care of the past due amount of $175.00. Then the new bill was

due on May 1st, 2014 and the auto bill resumed as it should.

On May

1st, 2014 around 3pm was the first call we received from [redacted]. He

then informed our company of what he was showing on his credit card statement and

mentioned his business no [redacted]er resided at that location and he thought his

account was canceled. We then asked him did you send your request in – in writing

and have proof of delivery and he said no I only verbally notified your company

which we do not accept. I then notified him I needed something in writing from

him to proceed with the cancelation process and I notified him that once I receive

the letter we will process his request which takes 3-5 business days and if

there are any additional fees we will notify him in writing via Mail. He then

got upset and said that he will not pay any additional fees and if we have to

send him anything to send it to his email because they are still in the process

of moving and we notified him that will be fine.

We

received the first and only written request to cancel via Email at the end of

the business day Thursday May 1st, 2014 at 3:27 PM. The request

began being processed Friday May 2nd, 2014. He re-emailed us again

Friday May 2nd, 2014 at 9:20 AM and we notified him we do not have

any information yet but we will notify him in writing as soon as we do. Our company

is closed Saturday and Sunday so the second business day was Monday May 5th,

2014. [redacted] called in first thing Monday morning and asked if we had an

update we then notified him we will be sending out a letter informing him that

his contract re-instated itself January 22nd, 2014 for another year

which the term would cover February 1st, 2014 through February 1st,

2015 instead of demanding payment for the whole years monitoring of $300 which

we have the right to because they signed the contract we would reduce it to the

flat fee of $100.00 because they were a [redacted] term customer with our company.

then got upset and said I informed you I will not pay another dollar to our

company and requested to speak to a manager. He was then transferred to [redacted] spoke to him regarding the issue and notified him once more if he

had proof he notified our company in writing by January 22nd, 2014

there would no additional fee and the account would be canceled within 24

hours. But [redacted] has no proof of canceling with our company prior to May 1st,

2014. [redacted] informed him he was going to see what he could do and get back to

him still within the 3-5 day mark.

reviewed the customer’s account and saw that up until March 11th,

2014 we were still monitoring and receiving signals as we should from his

account.

For

Example Signals Received