American Home Systems

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because they had both my cell phone and my husband's cell phone numbers and we received no communications for two years after the offer to replace the circuit panel was rejected as a result of poor customer service, poor management and poor quality of monitoring and equipment Then we receive a bill two years later for services we have not been receiving, having replaced the system with ADT immediately upon alerting the company to our cancellation Any effort to hold us to a contract they were in breach of from the start is unethical and unenforceable Regards, Nicole [redacted]

Spoke with [redacted] of ASG re: procedure for changing providers relative to the need of the installer codeHe said that the new provider is able to enter code to there specific company and does not need ASG's code

Sirs:
*** *** became a customer in April 2013. His chosen method of payment was our automatic payment plan - see the attached pdf file 4-11-13. I direct you to the NOTE in the middle of the form for terms of this
payment method
When we 'ran' the automatic debits for February, the card account supplied by *** *** came back 'declined'. In response to my form letter dated February 6, 2014, *** *** returned a new authorization form with the entire NOTE paragraph crossed out. See my response to *** *** in my letter dated February 24, 2014. See all three documents in the pdf file 'decline'
In response to my February 24th letter *** *** left messages on almost every extension in our office. I also spoke to *** *** at length: he was chrged the $service fee because he did not provide usable updated credit card account information as was therefore removed from the automatic payment plan as clearly stated in my letter dated February 6,
On February 28, 2014, I again write an explanatory letter to *** *** in response to his voice mail message left on the sales department extension see the attached pdf file 2-28-
In response to yet another telephone copnversation, see my letter to *** *** dated March 4, 2014, in which we enclosed another authorization form. Note that we maintained our position from the beginning: when you return a valid authorization, we would remove the service fee and return his account to monthly billing in the auto pay program
I'm still not sure why we had to go through all of this
During the latter part of this time frame, *** *** also contacted his sales representative, *** *** and our General Manager, *** ***, on a topic completely unrelated to my job responsibilities. This is over the "installer's code" used to make programming changes to the alarm system's control panel. As I understand things, it is the strict policy of our Company to NOT provide the "installer's code" to any of our customers
I apologize for the delay in response as the person formerly responding to your amessages is no longer with out Company
*** *** Administraticve Coordinator
** *** *** ** **, *** Security, The *** Security Group, *** Security and *** Systems, American Home Security, *** *** ***
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My
complaint is not only about the refund of the $feePer the business response
I will not be charges this fee so that is a moot pointHowever, they do not
state that my rate will not be increased so I need confirmation that this is
the case
Assuming
that the rate will not increase then the only issue becomes the installer’s
codeThere is no reason that the merchant cannot give me the installer’s code,
other than to force me to be keep them as my sole source to *** my security
systemThat is unfair as I should be able to solicit who ever I want for
service and priceBy not giving me the installer’s code it makes my security system
inoperable to any other monitoring company except themThis is known in the
industry as "locking" the panel - a very unethical practice For clarification I paid for the security system
it is not rented. Furthermore, it was
never in my contract that I had to only use their monitoring companyAgain I
demand that the merchant provide me with the installer code and any other
information that I may need to solicit other monitoring companies. Whatever concerns that they have about
liability in giving me the code can be handled by an indemnification statement by
me releasing them of all liability
Regards,
*** ***

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Complaint: ***
I am rejecting this response because that letter submitted in supplement was never sent to me, I suspect it is a recent fabrication In addition, they have not made any effort to contact me to repair anything in my home for years until I filed a complaint with them and this complaint with the Revdex.com
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:
It's a deceptive business practice to have auto-renewal of my contract for another years (really, another years!) without any prior notice. It's unconscionable that this is in the contract. I have already used and honored their initial 10-year contract term, which was not brought up or discussed by the salesperson. Now, I want to install new wireless technology and am no longer in need of an alarm monitoring service
Regards,
*** **

*** ** signed a ten year contract with American Monitoring Services February 28, 2002, paragraph "INITAIL TERM AND RENEWAL" states, the initial term shall commence on the date of this Agreement and be for a period of ten (10) years. This Agreement shall automatically be renewed for
like periods unless either party, at least days prior to the expiration of the original term or renewal term thereof, sends in writing, by certified mail, return receipt requested to the other party, a notice of intention not to renew this Agreement.*** **'s Agreement auto renewed February 2012, he contacted American Monitoring Services on January 8, requesting his service be cancelled, he was informed that he would have to abide by the contract which expires February of and was sent a copy of the contract that he signed which clearly states the auto renewal clause in paragraph 6. I have attached a copy of said contract*** ** has the option to pay immediately 80% of the remaining payments due for the monitoring services in the amount of $3,for discontinuing service which is in the contract that he signed under paragraph "DEFAULTS & REMEDIES".
We value *** ** as a customer & would hope to continue this relationship
Paula E***
Customer Relations

From: Paula E*** Date: Fri, Feb 27, at 4:PMSubject: RE: *** ** 2nd Rebuttal (***)To: *** *** *** ***, We have replied numerous of times to *** **’s complaint, he continues to disregard the fact that this is a binding contract that he did sign for a ten (10) year term, the term of his contract is clearly stated right above where *** ** signed, paragraph six (6) of this contract clearly states the “initial term & auto renewal clause” *** ** signed the original contract in & re-signed a second contract adding the Basic Service Plan in 2008, which clearly states under “other instructions” that contract would run concurrent with the one signed in 2002. Once again, we value *** ** as a customer

As with the other two complaints, please accept my apology for the delay in response as I just very recently involved
From what I can re-construct, sometime in December (or, maybe earlier), *** *** contacted our customer service folks with a complaint that he
was paying us but we were not monitoring his home. In response, *** *** original salesperson, Erv A*** met with *** *** to discuss potential options. Apparently, *** *** did not want any of those options
Please refer to the attached word doc, whatever phone, for the following. When we "monitor" an alarm system, we receive 24/7/all alarm signals transmitted from the system's control panel to the central monitoring station and respond to them appropriately and as quickly as possible. For all alarm systems of all companies, the alarm user is responsible for providing the means of transmitting the alarm signals, usually through the location's telephopne service. As part of a mailing to each of our customers, we sent a package to *** *** during November 2011, which included the attached word doc telephone service. Note the section on 2-way voice. Also, unless the alarm user subscribes, at an additional cost, to daily/weekly/monthly 'test signals', there is no way to determine the status of the alarm system
Although *** *** was apparently having issues with his alarm system, there is no record of *** *** ever asking for a service call
An error was made on our part, however, in determining the start of the initial 5-year term. Please refer to the original contract signed by in October in the attached pdf file contract. Note the highlighted words near the bottom. These words indicate the agreement was signed by the customer as the house was being built and to be activated after settlement when the customer was actually in the house. Please also refer to the attached pdf file monitoring, which shows the activation date of the alarm system to be August 2004. Therefore, as stated on the agreement, the initial 5-year term started in August 2004, renewed for a second 5-year term in and the current expiration date is August 31, 2014. So, the calculation of the buy-out were incorrect. I will correspond via the *** with *** *** and copy you concerning the revised figures
One final item. *** *** was enrolled in our automatic payment program. *** *** previously requested that method of invoicing/payment to be cancelled and that was not done. Unfortunately, the request to automatically debit his checking account for April service was made at midnight, a few hours ago. Later today, I will remove *** *** from the auto-pay programm and begin the refund process of April charges back into his checking account (several business days). This will also be included in the correspondence to *** ***
It is the policy of our Company to enforce the length of our agreements and we will do so in this case through August 31, 2014.
Donald B*** Administrative Coordinator
*** *** ***

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matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because they had both my cell phone and my husband's cell phone numbers and we received no communications for two years after the offer to replace the circuit panel was rejected as a result of poor customer service, poor management and poor quality of monitoring and equipment.  Then we receive a bill two years later for services we have not been receiving, having replaced the system with ADT immediately upon alerting the company to our cancellation.  Any effort to hold us to a contract they were in breach of from the start is unethical and unenforceable.
Regards,
Nicole [redacted]

April 7, 2014
Dear **. [redacted]:Please accept my apology for the delay in response. **. [redacted] was out sick with norovirus all last week and I was only able to speak to him late Friday afternoon. While I have been here as Administrative Coordinator for many years, I was not part of the customer service function for the past 5-years. Therefore, this response is made up from Information I have obtained from others and notes in our electronic and paper files.The [redacted] purchased the home of one of our customers and continued service with our Company in January/February 2012. Their agreement included monitoring of the alarm system using digital cellular equipment and a service plan for the alarm system. A short time later, the [redacted] added a service that allowed them to control their alarm system remotely; as well as video cameras that allowed the [redacted] to view the cameras remotely and also to receive certain notifications from the video cameras. These video cameras stream images but do not record and save images.A short time later, approximately mid-June 7012, a service call was scheduled. The issues were apparently not resolved as [redacted]. [redacted] called our office to cancel service on August 2, 2012.After this call, **. [redacted] authorized replacing the control panel using only digital cellular telephone service to send signals to the central monitoring station with a panel that use the existing broadband IP service to send signals to the monitoring station with the digital cellular service as a back-up. This work was to be done at no additional cost to the [redacted].A copy of the letter containing this offer dated August 8, 2013 is enclosed. That offer was not accepted. **. [redacted]'s tells me that a number of attempts were made by our customer service person as well as our service supervisor to contact the [redacted] without response.It is **. [redacted]'s position that the Company tried in good faith to remedy the issues reported by the [redacted] and because those efforts were not accepted the agreement is valid.Again, I apologize for the delay In response.I am usually in the office Monday - Friday from 730AM until 430PM and can be reached on extension [redacted], by fax or email [redacted].Sincerely,

**. [redacted]:
I became aware of this yesterday as the person previously responsible for this was terminated.  I will respond to you as soon as I discuss the matter with **. [redacted].
[redacted]
Administrative Coordinator

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 Complaint: [redacted]
I am rejecting this response because [redacted] has deceptive business practice which forces consumers to get "stuck" into an unreasonable contract term.  I am pursuing other means to end this contract which are deemed "unconscionable" by any standard.
Regards,
[redacted]

Spoke with [redacted] of ASG re: procedure for changing providers relative to the need of the installer code. He said that the new provider is able to enter code to there specific company and does not need ASG's code.

Review: We contracted with AHS at the end of 2011 for home security and video monitoring services. The services never were provided as promised. At one point our alarm system went off for nearly a week straight without the company sending repair services making our home uninhabitable. The video systems never functioned correctly and the service technicians were not skilled enough to repair them. We cancelled service in June 2012 and reiterated that cancellation in September 2012. The company just now in March 2014 sent us a bill for the time between that point to now and is demanding that we are bound by a contracted agreement. Given that they never provided the alarm or video monitoring services we originally contracted for they were in breach of this contract in June 2012 when I cancelled service. I was gracious enough not to demand a full refund for the time we did pay for and the thousands of dollars in equipment and just wanted rid of them, their lousy customer service and awful, rude service techs.Desired Settlement: I would like this company to remove any outstanding debts they imagine we owe, apologize for their horrid service failings and rude customer engagement since and never contact me again for any purpose after that is completed.

Business

Response:

**. [redacted]:

I became aware of this yesterday as the person previously responsible for this was terminated. I will respond to you as soon as I discuss the matter with **. [redacted].

Administrative Coordinator

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because they had both my cell phone and my husband's cell phone numbers and we received no communications for two years after the offer to replace the circuit panel was rejected as a result of poor customer service, poor management and poor quality of monitoring and equipment. Then we receive a bill two years later for services we have not been receiving, having replaced the system with ADT immediately upon alerting the company to our cancellation. Any effort to hold us to a contract they were in breach of from the start is unethical and unenforceable.

Regards,

Nicole [redacted]

Business

Response:

April 7, 2014Dear **. [redacted]:Please accept my apology for the delay in response. **. [redacted] was out sick with norovirus all last week and I was only able to speak to him late Friday afternoon. While I have been here as Administrative Coordinator for many years, I was not part of the customer service function for the past 5-years. Therefore, this response is made up from Information I have obtained from others and notes in our electronic and paper files.The [redacted] purchased the home of one of our customers and continued service with our Company in January/February 2012. Their agreement included monitoring of the alarm system using digital cellular equipment and a service plan for the alarm system. A short time later, the [redacted] added a service that allowed them to control their alarm system remotely; as well as video cameras that allowed the [redacted] to view the cameras remotely and also to receive certain notifications from the video cameras. These video cameras stream images but do not record and save images.A short time later, approximately mid-June 7012, a service call was scheduled. The issues were apparently not resolved as [redacted]. [redacted] called our office to cancel service on August 2, 2012.After this call, **. [redacted] authorized replacing the control panel using only digital cellular telephone service to send signals to the central monitoring station with a panel that use the existing broadband IP service to send signals to the monitoring station with the digital cellular service as a back-up. This work was to be done at no additional cost to the [redacted].A copy of the letter containing this offer dated August 8, 2013 is enclosed. That offer was not accepted. **. [redacted]'s tells me that a number of attempts were made by our customer service person as well as our service supervisor to contact the [redacted] without response.It is **. [redacted]'s position that the Company tried in good faith to remedy the issues reported by the [redacted] and because those efforts were not accepted the agreement is valid.Again, I apologize for the delay In response.I am usually in the office Monday - Friday from 730AM until 430PM and can be reached on extension [redacted], by fax or email [redacted].Sincerely,

Consumer

Response:

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Review: [redacted]

I am rejecting this response because that letter submitted in supplement was never sent to me, I suspect it is a recent fabrication. In addition, they have not made any effort to contact me to repair anything in my home for 2 years until I filed a complaint with them and this complaint with the Revdex.com.

Regards,

Review: We have contacted this company regarding this issue several times via phones and emails but there is no response from their contact information.

Instead we receive numerous bills with drainage charges regarding amounts which we are not willing to pay.

We want this service terminated and they are not willing to disconnect the service.

Attached you will find a copy of the emails.Desired Settlement: Service to be disconnected and billing should be adjusted.

Business

Response:

Please see email thread below for response to complaint# [redacted]. I have also attached the contract the client signed. Please take a look at Item# 3 to understand the contract that was signed by this client.

Kindest Regards,

Customer Care Coordinator

American Monitoring Services

Review: I bought a security system from the vendor [redacted] Security. I then contracted for a one year monitoring contract with the vendor. My credit card was declined due to the [redacted] Credit Card Fraud, causing the vendor to send me invoices for three months in advance, raising my monthly fee, and a $25 fee for the rejected card. The vendor’s correspondence and phone calls to me have been condescending and insulting, so I decided to switch security monitoring companies at the end of my service contract. To shop for new security monitoring company I need to have the installer's code - which the vendor refuses to give me or a potential security company.Desired Settlement: No increased fees or penalties on my account. For new security company to [redacted] my security system, vendor to provide all necessary information to a new security monitoring company including the installer's code.

Business

Response:

Sirs:

[redacted] became a customer in April 2013. His chosen method of payment was our automatic payment plan - see the attached pdf file 4-11-13. I direct you to the NOTE in the middle of the form for terms of this payment method.

When we 'ran' the automatic debits for February, the card account supplied by [redacted] came back 'declined'. In response to my form letter dated February 6, 2014, [redacted] returned a new authorization form with the entire NOTE paragraph crossed out. See my response to [redacted] in my letter dated February 24, 2014. See all three documents in the pdf file 'decline'.

In response to my February 24th letter [redacted] left messages on almost every extension in our office. I also spoke to [redacted] at length: he was chrged the $25 service fee because he did not provide usable updated credit card account information as was therefore removed from the automatic payment plan as clearly stated in my letter dated February 6, 2014.

On February 28, 2014, I again write an explanatory letter to [redacted] in response to his voice mail message left on the sales department extension see the attached pdf file 2-28-14.

In response to yet another telephone copnversation, see my letter to [redacted] dated March 4, 2014, in which we enclosed another authorization form. Note that we maintained our position from the beginning: when you return a valid authorization, we would remove the service fee and return his account to monthly billing in the auto pay program.

I'm still not sure why we had to go through all of this.

During the latter part of this time frame, [redacted] also contacted his sales representative, [redacted] and our General Manager, [redacted], on a topic completely unrelated to my job responsibilities. This is over the "installer's code" used to make programming changes to the alarm system's control panel. As I understand things, it is the strict policy of our Company to NOT provide the "installer's code" to any of our customers.

I apologize for the delay in response as the person formerly responding to your amessages is no longer with out Company.

[redacted] Administraticve Coordinator

[redacted], [redacted] Security, The [redacted] Security Group, [redacted] Security and [redacted] Systems, American Home Security, [redacted]

###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:My

complaint is not only about the refund of the $25 fee. Per the business response

I will not be charges this fee so that is a moot point. However, they do not

state that my rate will not be increased so I need confirmation that this is

the case.

Review: From the begining to security system has not worked correctly the installers told us that this was a new product the GM staes we have hundreds out there (nonsense) It took a few months to finally get working ok I set areas for recording and it does not work (my home had a trespasser who took items and I did not have the abilty to record) The GM took notice and said would correct I to;d him I am tired not having a reliable security system he blamed [redacted] his technicians said that there is a "ghost in system" I do not have faith in them with all there stories. the installation is shoddy as well. I asked to speak to owner several times and never a return phone call. They charged my cc when I told them I dont want it and I am taking it out they told me do what you want you ownn it. Horrible company I have 3 daughters and a wife living in a secluded home.Desired Settlement: I would like to have all equipment removed and all monies returned The GM is is a deceptive person I caught him lying twice in todays conversation

Business

Response:

From: [redacted]

Sent: Thursday, October 04,2012 4:58 PM

To: [redacted]

Subject: FW: Lighting and HVAC control

Apologize for not getting back to you sooner have been having major email issues for the last couple of weeks and I have spent a lot of time dealing with it. When we last spoke you had mentioned wanting a couple of outdoor cameras that you could view from your iphone also. There are some limitations that come with these wireless IP Based cameras. The frequency that they operate on is not the most robust and there are some limitations to the range of the units. Also these outdoor cameras cannot be more that fourteen feet away from a ac power source due to the way that they are engineered. I will provide the wireless access point and 2 fixed outdoor cameras to you for may cost payable in cadi $478.00. I have two of these cameras set up at my Delaware house and I can share with you the password so you can look at them if you wish. Call with any questions. [redacted]

From: [redacted]

Sent: Tuesday, September 25,2012 6:43 PM

To: [redacted]

Subject: Lighting and HVAC control

The system is [redacted]’s Tuxedo Touch and you will have a &in LCD touch screen that you can control the switched lights and the 2 thermostats and the four interior light groups from. We will provide a hosted website that you will go thru to control the lights, hvac, and security from. Any device that will allow web access Iphone, android, blackberry will allow you to connect. Cost is $3,650.00 plus tax. We will do 50-50 barter cash for this. Call with any questions.

[redacted] General Manager [redacted] Security American Home Security [redacted] ###-###-#### ###-###-#### Cell

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

From: <[redacted]>

Date: Mon, Oct 7, 2013 at 10:40 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Penn...

To: [email protected]

As expected [redacted] is doing his typical song and dance as of this response the system had been down when I called to report the operator told me customer support is in bathroom and call back. I did receive a call and they were not aware that the entire [redacted] system was down. I have told [redacted] to remove on several occasions to remove that I want a different vendor when I did this he charged my cc His own Tech manager stated that they no very little about [redacted] and should have not used that platform But [redacted] just did not care all he wanted was a sale It took weeks for them to get equipment and weeks again to finally have it work properly (for a time). Even now they have it plugged in a pantry where there is no protected box to ensure plug does not come out and disables system. In short he is a double talking person, As far as vulgarity I never swore at anyone I stated my case to them when they continued to deny the charges. Thank you

Regards,

Business

Response:

Yes **. [redacted] is correct [redacted] did suffer a nationwide outage of their Total Connect Platform last week. We had another account call earlier in the morning and tell us that they could not connect, based upon our discussion they and we thought that it was a internet issue on the accounts end. No [redacted] did not contact us to inform us of the outage. When **. [redacted] called we then called [redacted]'s Alarm Net their division that provides this service and found out that they where experiencing web site issues. [redacted] and [redacted] apoligizes for any inconvience this unforseen outage caused. **. [redacted] system does work properly as when the Total Connect platform came back on line at approximetley 2:30 pm he was able to communicate with his system, we called him and confirmed this that afternoon. We have not had any request for service since April 2, 2013 and that was because the wireless access point had lost the addresses for all 5 cameras, neither we or [redacted] could explain how that happened unless someone pushed the reset button on the access point. We reprogramed the cameras in and there have been no recurences of this issue. As to his statement regarding his use of vulgarity, obsecene language, and obnixious behavior their are 4 employees 2 female and 2 male that disagree with him and will put it in writing if necessary.

**. [redacted] asked for and received complimentary equipment to compensate him for the initial issues with the [redacted] equipment. He was provided and we installed for him at no charge a remote control door lock, 2 cameras, a portable wifi touch screen to control all functions of his security, four lighting centers, two thermostats, five cameras, and 2 smoke detectors. On two seperate occassions once on the phone and the other face to face he told me he would send the balance of the payments. After our mid April face to face meeting when he promised payment when he got back to his NY office on Wednesday and we did not receive such I called to inquire as to the status of the payment. He left me a voice message the next day that our pricing was to high and he was not going to pay. This is all a smoke screen to try to get the pricing reduced. His security system has always worked and the automation and camera part of the system has worked since early December with the exception of 2 light centers where we had to special order slave units and where installed in January. The central station and Alarm Net can document this fact.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

I do not accept anything his deceptive double talking is the his trademark When told that I was calling the Revdex.com he offered a $1000.00 discount as far as the "free" [redacted] gave them this to make us happy when it took a month 6 visits to install his lies are all that He knew that he could not fulfill my request At this point I have taken my position that [redacted] Lied to me. I am sure he can get employees to lie for him, but I promise the people from [redacted] that I have met absolutely laugh when he is mentioned because he makes claims that can not be fulfilled they are not fond of him at all Why did it take all these visits in a normal installation answer incompetent When the barter was used the pricing became inflated the signed cc sheet was only for the monitoring I spoke with them and told them to remove I asked for the owner never a reply [redacted] reply I don't care what you do with it you own it" The man is a carpetbagger walking around spouting lies with his ear bug I no longer wish to communicate regarding this waste of time I thank Revdex.com for taking this serious I will seek a remedy elsewhere

Thank you [redacted]

Review: On August 10, 2013 out alarm system began beeping. On inspection of the control box the message read "Service Battery" I called the number assigned and was told I had reached the monitoring service and that I needed to call the service department and I was given that number. I phoned and received a recorded message telling me they did not accept calls on the weekend and I would have to call back during normal business hours. I disengaged the system to eliminate the noise by turning off the main switch at the control box as directed. We received no call back for service and after 5 days we cancelled the service. We were told we could not cancel by phone and we had to do that in writing, which we did. now we have received an invoice for "Early Cancellation of a Contract," a contract we have maintained with on time payments for 20 years. We cancelled because they would not service the equipment that was not working.Desired Settlement: Cancel the bill and send a note indicating they have terminated our relationship.

Business

Response:

Hello **. [redacted],I was just recently given the Revdex.com dispute you submitted. I’m not quite sure where the balance of $304.58 is coming from that you felt you owed. I do see that we did a credit on 10/01/13 of $118.99 bringing your balance for the buy-out to $190.21. I wish you had contacted me regarding the amount in question rather than going to the Revdex.com. I have attached the statement for your review. If you have any further questions or concerns please contact me.Reading the note you sent to Revdex.com it appears you received a voice recording stating that we didn’t take weekend calls and that you would need to call back during the week when you called the number you took down. We take calls 24/7. We have no such recording. And I can definitely understand your frustration with a battery that needs to be replaced and I apologize if perhaps the number you called was not correct. We provide 24hour service. We have to be in order to be an alarm company serving our clients’ emergency needs. I hope we can remedy this situation in a professional manner. And again I apologize for any misunderstandings that occurred in your business relationship with us. Again, if you have any questions or concerns please don’t hesitate to contact me at the information below. Warmest Regards,[redacted]Customer Care Coordinator[redacted]###-###-####American Monitoring Services[redacted] VA [redacted]