Alarmtech

Initial Business Response /* (1000, 16, 2015/08/10) */
From: [redacted]
Sent: Wednesday, August 05, XXXX X:XX PM
To: [redacted]@[redacted].com)
Subject:
I would first like to respond to this complaint by clearing up the most damaging accusations about our company and service. ...


Alarmtech is in no way and has never been a "shell company." We have been proudly serving the bay area, from our office in Vacaville, since 1994. Alarmtech is privately owned and operated by two Vacaville locals who graduated from Vacaville High and still live in the area. We always attempt to provide our customers with personal and fair service. We are not a large corporation with multiple offices or employees. We are a small business with 10 full time employees including 5 technicians.
The customer in question moved into a development where Alarmtech had pre-wired burglar alarm systems for the builder. In May of 2014 the customer accepted a bid, from Alarmtech, for alarm monitoring and interactive services. A one (1) year parts and labor warranty was provided. The system installed relied on the customers internet connection for communication to the monitoring station. It is important to note, Alarmtech doesn't supply or maintain the customers internet connection. The customer was not present during installation and instead had his roommate act as a liaison. In August 2014 the customer called to inform us that his alarm system was indicating a "failure to communicate" trouble condition. Later it was discovered that the customers roommate had moved out and taken the internet router with him, causing the trouble condition (no internet connection). Alarmtech informed the customer that the problem was not covered under warranty and would require a site visit. Understandably, the customer didn't want to pay for a service call. Our lead Technician took the time to provide the customer with personalized instructions on how to solve the problem without a site visit. Or records indicate that the problem was resolved and no further service requests were made by the customer. In May of 2015 the customer called to have his alarm code changed, at that time it was found that the alarm was again not communicating over his internet connection. Alarmtech again offered to schedule service & emailed instructions for customer repair. At this time the customer decided that he no longer wanted to be associated with Alarmtech. We let him out of his contract and disconnected service in May of 2015.
As our business revolves around security, we must attempt to secure the alarm equipment from unauthorized access and damage. Keys to the main control panel were provided to the builder at the time of installation. I cannot speculate if the customer was provided those keys by the builder. It seems that this customer feels that Alarmtech is responsible for the maintenance and upkeep on the alarm system. On the contrary, Alarmtech does not lease equipment, we only provide monthly monitoring and repair services. Therefore, the equipment is owned by the customer and is, to this day, in the customers possession. The customer was given no guarantee of free maintenance, other than the 1 year parts and labor warranty stated above.
The customer is correct in saying that Alarmtech doesn't manufacture the products that we sell. We are an integrator, not a manufacturer, as are most other alarm companies.
We have done more than our part to provide fair and personalized service to the customer and cannot justify the requested credit. We wish the customer the best with his next alarm company and hope that Alarmtech and the customer can part ways in a civilized manner. Alarmtech herby formally requests that this complaint be removed, as to prevent further damage to our reputation.

Thank You,
[redacted] XXXXX
O. XXX-XXX-XXXX
C. XXX-XXX-XXXX
F. XXX-XXX-XXXX