The consumer ordered do it yourself salarm monitoring services on 02/20/which included LEASED equipment that the consumer was to have used to connect their existing FIRE alarm system into our monitoring center.The LEASED equipment was sent and received by the consumer within a few days of the order The consumer was sent REPEATED notices to either CONNECT the LEASED equipment or to RETURN the equipment and to CANCEL services or the monthly equipment LEASE FEES would be due and payable, regardless of the monitoring services provided.The consumer ignores all requests as well as never returned the LEASED equipment The consumer was then notified of the collection action in if they did not return the equipment which they still did not do.All reported fees are valid and shall remain with the bureaus until such time they are paid
Complaint: [redacted] I am rejecting this response because: 1. Before services were ordered, the sales representative assured me that the company could takeover any alarm system. I told the representative that it was a hybrid Honeywell/Comcast system at that time, and I was assured that there would be no problem with them preforming a takeover. 2. After ordering services, the technician indeed told me that they could not perform the takeover with the Comcast portion of the alarm system intact. At that time, they should have cancelled the contract and refunded the fees since they could not perform the service. 3. They mailed the monitoring device, knowing that they could not perform the service as the alarm system was connected, and waiting for Comcast to disconnect as instructed by the technician automatically took me beyond the thirty day period. Furthermore, the device was received on September 12, 2016. This was 12 days after ordering. Ergo, the company expects customers to pay for services during times that they are not providing services. There is a serious problem with the expectation of receiving payment for services that they do not render. Most reputable companies commence charges when services begin. 4. The monitoring company is supposed to have the codes to perform the takeover. The client should not have to hunt up codes from another company so that they can perform a takeover. They guarantee to takeover any system or $100.00 will be given to the customer. Instead of receiving $100.00 and a refund of my money, I received an additional bill for 99.00. 5. The terms of their contract that they provided seem to contradict statements made on their website. Customers should not have to go to a number of different websites to have issues resolved. 6. The company told me to go to the CancelmyAlarm website; however, that site states that a customer must agree to NO REFUND if they refuse to try the EAR monitoring system. This system requires an additional payment of $18.95 for shipping, and REQUIRES a router. Since I do not have a cabled internet system with the required router, I cannot hook up the EAR device. That is specifically why I ordered the higher price cellular monitoring system. 7. I was quite willing and still am quite willing to return their equipment. Indeed, I requested a RMA and return mailing, but they want me to pay the postage. They also did not provide information on the person and department to whom it should be returned. They are claiming that a three inch antenna and about an inch and a half plastic light unit is worth 399.95. Yet, they shipped it out in a padded mailing envelop with no additional insurance (a maximum of $50.00). The company is clearly engaging in price gauging. 8. I was forced to request a chargeback on my credit card because the company did not act honourably providing a refund on its own volition. A customer should not have to go to multiple websites to receive refunds when the company has not supplied a connection or services to begin with. A customer should not have a bill for $1094.00 when no service at all has been rendered. The company knew from the beginning that they could not provide services, so a refund should have been issued immediately. 9. This company basically communicates by way of invoicing and add charge upon charge when they have done nothing to provide the service promised. Sincerely, [redacted]
The customer agreed to the terms and conditions when they placed the order As for the day refund, the customer must work with us to provide the serviceAs the customer did not go through with the Insurance replacement of the cellular device, they did not meet this requirement DAY REFUND: Subscriber has days from time of initial order to cancel services and receive a refund of any pre-paid monitoring fees under the following conditions: (a) No Alarm Signals have been received by Contractor from Subscribers system, including the receipt of GENERAL ALARM conditions, regardless of monitoring type (b) Subscriber has made a good faith effort to assist Contractor to convert the system, including providing a working phone line connection at alarm panel if so required (c) All of Contractors equipment is returned in like new condition within days of time of initial order (d) An Insurance certificate or certification and compliance certificate or letter has not been provided to Subscriber (e) Refunds shall excludes any shipping charges Based on this, the customer is not due a refund of the insurance payment, Central Station setup fee or month service fee As for his calls, he called over times in a single day and cussed at whomever answered and was completely abusiveWe were forced to explain to him that if called again that we would file a harassment complaint
Complaint: [redacted] I am rejecting this response because:Please see my response to each response from the business below: My alarm panel was not defectiveThe panel could not be connected to alarm monitoring service of business due to their incompetence in not being able to properly re-program my panelThe company also refused to terminate their monitoring agreement even after becoming aware that they were unable to re-program my alarm panel as promised when I signed up for their monitoring serviceThe alarms generated were again due to technical problems with the monitoring serviceMy alarm panel does not have the ability to generate COalarms as were reported by the monitoring serviceThe COalarms were not generated by my panel, and were instead due to internal technical problems of the businessThe business raised the issue of “location” of their additional equipment, which were non-sensical and literally made no senseThe business appears to have made these claims to avoid having to terminate the monitoring service because of their technical problems and general incompetenceThe cancellation process of the business does not require a simple online process, as is claimed in their statement hereUsing the website noted requires a telephone call to the business for cancellationI attempted to make this call twice, and have documented telephone records of these attempts, and one call resulted in promise of a “callback” and the second was completely unanswered by the businessI only requested a “chargeback” on my credit card after making these attempts, and after recommendation of this action by Citibank, my credit card bankI have sent a written notice to the business, via USPS Certified Mail, and am awaiting a response from the businessMy written notice was delivered and accepted on Aug 10, 2017, at 11:58am (signature on record)I have not yet received any responseThe due date set to receive a written response, via USPS Certified Mail, is Sept 5, The “collection notice” sent by this business was integrated into an “invoice” and both illegal and fraudulent in natureThis is a derivation of one legal complaint to be filed against this business pending their written response to my written notice delivered on Aug 10, I made my third attempt to follow the cancellation policy of this business on August upon advise of legal counselOn this attempt, likely due to my formal pursuit of multiple complaints with this business, I did reach a live person upon making the phone call, who did process the cancellationA $charge was then charged to my credit card, without my authorization, and I immediately reported this charge as fraudulent to my credit card bank and had my credit card replaced to ensure this business could not process any further unauthorized chargesThe equipment in question was also returned, via USPS Certified Delivery with Return ReceiptThe business has attempted to process $of charges against my credit cardWhile I have disputed these charges to my credit card bank, the outcome of these disputes is pendingI have also requested a written response from the business, delivery of a statement and explanatory letter from the business stating that no monies are owed by myself to this business, and a written promissory letter stating that this business will never pursue collection of any kind against myself by this businessThe business has failed to meet any of these requirements, nor provided any written response whatsoeverBased on the statements above, I reject the response of this business, and require them to provide the remedies outlined in order to resolve this complaint Sincerely, [redacted] ***
The consumers account was already in collections prior an attempt at a settlement The consumer was offered a settlement which required a quarterly pre-payment plan which was not accepted by them leaving the account in collections At that point, the consumer wrongfully assumed we are obligated to restart any collection processes or accept any equipment back for a credit against the outstanding debt As indicated previously, any discussions on the debt moving forward must be done with the collection agency directly as per the fair debt collection act
Complaint: [redacted] I am rejecting this response because: I was directed to the cancelmyalarm.com site but when I went there and looked at the cancellation fee plus the previous month (full rate) that amount that I was being charged to "catch up" was more than the amount to "renew" for yearsSo I took the cheaper approach paid the bill (I always pay my bills) and stated to customer service that the account should not renew in years.) As your records will reflect there has been no contact between us for the last years, because no service was providedPlease provide the account activity logs that show that your company does not provide alarm monitoring at my residence, your company has never received a single alarm setting code or unlock code in the last years from my residence or status that there is an active alarm, there nothingI have a unit but it has never been monitored by your serviceNever, EverI made an attempt to use the service I was paying for when you sent the digital diverter and I plugged it in but it did not workPlease provide the records to dispute this factI signed up for your service in with the promise that the alarm monitoring service would work for my residenceWhen I found out it didn't work I attempted to cancel but was informed that I was under contract and had to keep the service active, or pay hefty feesThe technical support team bounced me back and forth for weeks stating they were looking for a fix but it never workedOnce I determined that the service did not work I attempted to cancel (calling your customer service line) where they informed me that I signed a contract (whether the service worked or not) and at this point I could either I could pay a large fee each month or I could sign up for years at a greatly reduced rateI requested at the end of that period my account be closedI am not asking you to rectify the years that I paid for; I am writing that off as my fault I didn't read the fine printAnd although it seems shady I signed the paperwork so I didn't argue with your customer service departmentI did however inform them that at the end of this period the account should terminateSo I was surprised when I was contacted in about my alarm monitoring serviceGiven that I have not had alarm monitoring for the last years I am not sure why your company agreed to cancel and then generated another bill for no service renderedPlease release the records from the last years that show my account activity, monitoring calls or anything, I assure you there is nothingSo imagine my surprise when a person calls me stating I owe money for an account that I was told would be closed after the prepaid period expiredI assure you can pull my credit report I have no unpaid or behind bills, I pay as agreedThis was not agreed toAddressing your other comment: I was also concerned about the fact that I was pre-paying for years for a non working service but you are leaving out the fact that at that point the to be billed amount was close to the amount of the year contract (at a greatly reduced rate) which is a good thing if the service is working, but for me a greatly reduced rate was no benefitAnd your sales person convinced me that they could get the service workingSo I paid on the premise that I was already in the hole since to try out the service I signed a contract (unknowingly so)Therefore I took the responsibility it was my issue for not reading the fine print and I paid the billNot primarily to continue the service (which I did not have) but to avoid the hefty cancellation fees and reduce the month to month fees that I was being billed forAlso I was in the process of making a large purchase and didn't have the time to fight the validity of the charges, an explain a negative report on my credit for this, I needed it to go away foreverI took it as a lesson learned don’t sign up for things that appear to be too good to be trueI had no need to complain at that point, I made the mistake to sign up for the service without reading the fine printThis is where the story should have endedBut here we are in and you are asking me to pay another billI know I did not sign up for this account to renew, that's why I didn’t pay attention to your calls stating that I have alarm monitoring and I owe your company moneyI did not agree to renew this service!!! So someone calling me stating that I owe money is not at all an expectation, I have moved on I was burnt by your company I paid over $in to account for my past mistakeAgain I’ll state cancel the inactive account, remove the charges and move on to another gullible customerYou have already received payment for not providing alarm monitoring service for the last years, and I requested the account not be renewedWhat more is your company seeking? I disagree with your statement that prepaying for an account makes no sense when in a customer service rep was in my ear stating they could get the service to work and the amount to bring the account current and cancel was greater than the amount to renew for yearsI have moved past that bad decision made in and would like to move on with my lifeYour attempt to collect more money in for an account that has not worked ever from is ridiculousI have leased equipment? What equipment would you like returned? There is no service!!!! If it’s a matter of returning unused leased equipment lets go down that pathBut I do not owe your company and additional $for no services provided Sincerely, [redacted]
On April 15, the customer ordered the service over the phoneOne of the key questions that is asked about during this phone order is if the alarm system is in working conditionThe customer indicated that the system was in good working order, and he ordered and prepaid for months On April 15, we shipped the customer the required adapter (DD2) to have the service work over plain old telephone serviceThe DDwas shipped for free with no charge to the customerThe only requirement is that the customer must return the DDat service cancellation On April 26, the customer upgraded to a cellular transmitter (DDCT) as we were unable to get the system to work over plain old telephone serviceThe customer paid $for the DDCT and $for shippingBased on our terms and conditions, once the customer upgrades to a cellular unit, the original fees are not returnable On April 27, we shipped the DDCT to the customer On May 2, the customer admitted to our technician over the phone that his system was NOT operational as the alarm siren did not even work so there was no way to get the service to work and the order should have never been placed On May 5, the customer returned the original DD On May 13, the customer requested their service be cancelled On May 20, the customer returned the DDCT On June 3, we offered to cancel the customerWe gave him several options including a refund less the shipping fees on the initial device ($18.95), the setup fee as the issue was with his equipment ($35), and a $fee for refurbishment of the cellular device We believe that the refund was more than fair as we would have never even taken the order if the customer had been honest about the state of their alarm systemInstead, the customer caused us to incur the cost of shipping the DD2, the cost of our technicians working on several occasions to get the system to work, and the cost to refurbish the returned cellular deviceWe were willing to refund the amounts paid outside of our policy less these costs that were incurredInstead, the customer chose to dispute the charges which caused us to incur further fees At this point, we are submitting this customer to the credit agencies for non-payment of the fees above along with $fees for the chargebacks and an additional $in legal fees related to collection efforts We would be willing to settle and stop the credit reporting if the customer would simply reimburse us for our actual costs: $Shipping $technician $refurbishment $credit card chargeback fees Regards, Tom R***
We stand by our original response It is quite clear by the broken language from the consumer that there is a language barrier We suggest not ordering items on the internet in the future if there is not a clear understanding of the online information
Mr***, Here are the facts: We provided basic alarm monitoring service to you beginning in March Beginning in April, your system began sending a monthly test signal which is not included in the basic monitoring service as agreed in the Terms and Conditions On July 1, we charged your account a $fee for this monthly test signal as per our Terms and ConditionsWe also gave you the option to ask us to attempt to remove this test signal which you refusedFinally, we gave you the other option of prepaying this test fee at a reduced rate On July 11, we sent you an invoice for a chargeback as you requested your credit card company to reverse the VALID $charge You continue to assert a day satisfaction guarantee which is not and has never been in placeAt the time of your order (March 25, 2016), we offered a day guarantee with regards to our ability to monitor your systemWe monitored your systemAdditionally, you did not request a cancellation until July which is almost months after your original order All of these are facts and above disputeYou have violated your agreed to Terms and Conditions by requesting your credit card company to reverse the VALID chargesWe are completely within our rights to attempt to collect the money owed per our Terms and Conditions
On 02/02/16 the consumer ordered alarm do it yourself monitoring services which required the consumer to lease a device to connect to their existing alarm system in order for it to be monitored. They pre-paid for 3 months of the service at $595 per month. The consumer also received a... 30 day money back guarantee that if we could not get the alarm system monitored, they would get a refund. On 02/05/2016 the device called a digital diverter (Serial number ***) was shipped to the consumer to connect to their alarm system for monitoring. On 02/08/2016 the device was delivered to the consumers address by the U.S.P.O. On 02/14/16 through our technical support department the consumer was walked through installation of the digital diverter and was told how to test the alarm system for monitoring During the service call, no alarm signals were detected and the consumer was told to perform additional tests to determine why their alarm system was not functioning. On 03/03/16 the consumer 30 day refund guarantee expired. On 03/11/16 a notice was sent to the consumer notifying them that their 30 refund period had expired and as per our Terms & Conditions a $99.00 security deposit was being taken on the leased equipment we sent them. They were notified to either CONNECT the device and have signals sent in or to CANCEL and return the device to receive a refund of the $99.00. On 03/29/16 The consumer had her Daughter call our technical support department to test the alarm further to determine why the alarm monitoring was not being received. It was discovered through that technical support appointment that the consumer ordered alarm monitoring over a telephone line but did not have a required dial tone delivered to her alarm panel in order to have the system monitored. The Daughter indicated that they would get dial tone to the alarm panel prior to calling in yet again for additional technical support to complete the monitoring set up. On 04/23/16 our accounting office received notice from the consumers bank that they performed a full charge back of all previously paid fees. This was for the initial set up fee and monitoring and for the security deposit charged 41 days later. On 04/28/16 the consumer was invoiced for the charge backs and the associated fees for the chargebacks totaling $276.80 plus $250.00 in additional fees if sent to collections. To date, the consumer has failed to honor their contract terms, or even return our leased equipment. As of this date, the account has been turned over to the credit bureaus.
Complaint: [redacted] I am rejecting this response because: the business provided an unsigned contract which is the first issue The second issue is at no time in this contract does it state the cost and terms for the price of this adapter that they again have yet to provide me with an opportunity to return This is an illegal business practice Their claims are fraudulent Sincerely, [redacted]
As to Item 1, with our Alarm Ear product, we are able to monitor any functioning alarm system As to Item 2, customer was instructed to contact Comcast and have them remove their equipmentCustomer stated that they wouldCustomer did not do this As to Item 3, we do not prorate billing; therefore, customer was billed for services in September when they signed up for service and received the device As to Item 4, we do not necessarily have the installer codes for other companiesWe do have some methods to re-program alarm panels or to re-direct the signals without needing to re-programAdditionally, if we are unable to re-program the system, we have the Alarm Ear product As to Item 5, our Terms and Conditions are clearly listed on our website and the customer agreed to them when they signed up for service As to Item 6, the customer would not be eligible for a full refund if they do not go with the Alarm Ear productThe customer would have been eligible for a partial refund of the unused months (after day notice) less initial setup fees, shipping fees, etc As to Item 7, we do not pay for customers to return our leased equipmentThis is the customer’s responsibilityWe ship devices via USPS with signature requiredWe have not had issues with USPS delivery and so do not pay for additional insuranceThe product is an electronic 4G cellular device and is quite expensive As to Item 8, had the customer simply gone to cancelmyalarm.com, the customer would have received a partial refund and an explanation of the amounts refunded As to Item 9, we are a discount monitoring service and simply work within the confines of the Terms and Conditions which were agreed to by both parties
The consumer ordered do it yourself salarm monitoring services on 02/20/which included LEASED equipment that the consumer was to have used to connect their existing FIRE alarm system into our monitoring center.The LEASED equipment was sent and received by the consumer within a few days of the order The consumer was sent REPEATED notices to either CONNECT the LEASED equipment or to RETURN the equipment and to CANCEL services or the monthly equipment LEASE FEES would be due and payable, regardless of the monitoring services provided.The consumer ignores all requests as well as never returned the LEASED equipment The consumer was then notified of the collection action in if they did not return the equipment which they still did not do.All reported fees are valid and shall remain with the bureaus until such time they are paid
Complaint: [redacted] I am rejecting this response because: 1. Before services were ordered, the sales representative assured me that the company could takeover any alarm system. I told the representative that it was a hybrid Honeywell/Comcast system at that time, and I was assured that there would be no problem with them preforming a takeover. 2. After ordering services, the technician indeed told me that they could not perform the takeover with the Comcast portion of the alarm system intact. At that time, they should have cancelled the contract and refunded the fees since they could not perform the service. 3. They mailed the monitoring device, knowing that they could not perform the service as the alarm system was connected, and waiting for Comcast to disconnect as instructed by the technician automatically took me beyond the thirty day period. Furthermore, the device was received on September 12, 2016. This was 12 days after ordering. Ergo, the company expects customers to pay for services during times that they are not providing services. There is a serious problem with the expectation of receiving payment for services that they do not render. Most reputable companies commence charges when services begin. 4. The monitoring company is supposed to have the codes to perform the takeover. The client should not have to hunt up codes from another company so that they can perform a takeover. They guarantee to takeover any system or $100.00 will be given to the customer. Instead of receiving $100.00 and a refund of my money, I received an additional bill for 99.00. 5. The terms of their contract that they provided seem to contradict statements made on their website. Customers should not have to go to a number of different websites to have issues resolved. 6. The company told me to go to the CancelmyAlarm website; however, that site states that a customer must agree to NO REFUND if they refuse to try the EAR monitoring system. This system requires an additional payment of $18.95 for shipping, and REQUIRES a router. Since I do not have a cabled internet system with the required router, I cannot hook up the EAR device. That is specifically why I ordered the higher price cellular monitoring system. 7. I was quite willing and still am quite willing to return their equipment. Indeed, I requested a RMA and return mailing, but they want me to pay the postage. They also did not provide information on the person and department to whom it should be returned. They are claiming that a three inch antenna and about an inch and a half plastic light unit is worth 399.95. Yet, they shipped it out in a padded mailing envelop with no additional insurance (a maximum of $50.00). The company is clearly engaging in price gauging. 8. I was forced to request a chargeback on my credit card because the company did not act honourably providing a refund on its own volition. A customer should not have to go to multiple websites to receive refunds when the company has not supplied a connection or services to begin with. A customer should not have a bill for $1094.00 when no service at all has been rendered. The company knew from the beginning that they could not provide services, so a refund should have been issued immediately. 9. This company basically communicates by way of invoicing and add charge upon charge when they have done nothing to provide the service promised. Sincerely, [redacted]
The customer agreed to the terms and conditions when they placed the order As for the day refund, the customer must work with us to provide the serviceAs the customer did not go through with the Insurance replacement of the cellular device, they did not meet this requirement DAY REFUND: Subscriber has days from time of initial order to cancel services and receive a refund of any pre-paid monitoring fees under the following conditions: (a) No Alarm Signals have been received by Contractor from Subscribers system, including the receipt of GENERAL ALARM conditions, regardless of monitoring type (b) Subscriber has made a good faith effort to assist Contractor to convert the system, including providing a working phone line connection at alarm panel if so required (c) All of Contractors equipment is returned in like new condition within days of time of initial order (d) An Insurance certificate or certification and compliance certificate or letter has not been provided to Subscriber (e) Refunds shall excludes any shipping charges Based on this, the customer is not due a refund of the insurance payment, Central Station setup fee or month service fee As for his calls, he called over times in a single day and cussed at whomever answered and was completely abusiveWe were forced to explain to him that if called again that we would file a harassment complaint
Complaint: [redacted] I am rejecting this response because:Please see my response to each response from the business below: My alarm panel was not defectiveThe panel could not be connected to alarm monitoring service of business due to their incompetence in not being able to properly re-program my panelThe company also refused to terminate their monitoring agreement even after becoming aware that they were unable to re-program my alarm panel as promised when I signed up for their monitoring serviceThe alarms generated were again due to technical problems with the monitoring serviceMy alarm panel does not have the ability to generate COalarms as were reported by the monitoring serviceThe COalarms were not generated by my panel, and were instead due to internal technical problems of the businessThe business raised the issue of “location” of their additional equipment, which were non-sensical and literally made no senseThe business appears to have made these claims to avoid having to terminate the monitoring service because of their technical problems and general incompetenceThe cancellation process of the business does not require a simple online process, as is claimed in their statement hereUsing the website noted requires a telephone call to the business for cancellationI attempted to make this call twice, and have documented telephone records of these attempts, and one call resulted in promise of a “callback” and the second was completely unanswered by the businessI only requested a “chargeback” on my credit card after making these attempts, and after recommendation of this action by Citibank, my credit card bankI have sent a written notice to the business, via USPS Certified Mail, and am awaiting a response from the businessMy written notice was delivered and accepted on Aug 10, 2017, at 11:58am (signature on record)I have not yet received any responseThe due date set to receive a written response, via USPS Certified Mail, is Sept 5, The “collection notice” sent by this business was integrated into an “invoice” and both illegal and fraudulent in natureThis is a derivation of one legal complaint to be filed against this business pending their written response to my written notice delivered on Aug 10, I made my third attempt to follow the cancellation policy of this business on August upon advise of legal counselOn this attempt, likely due to my formal pursuit of multiple complaints with this business, I did reach a live person upon making the phone call, who did process the cancellationA $charge was then charged to my credit card, without my authorization, and I immediately reported this charge as fraudulent to my credit card bank and had my credit card replaced to ensure this business could not process any further unauthorized chargesThe equipment in question was also returned, via USPS Certified Delivery with Return ReceiptThe business has attempted to process $of charges against my credit cardWhile I have disputed these charges to my credit card bank, the outcome of these disputes is pendingI have also requested a written response from the business, delivery of a statement and explanatory letter from the business stating that no monies are owed by myself to this business, and a written promissory letter stating that this business will never pursue collection of any kind against myself by this businessThe business has failed to meet any of these requirements, nor provided any written response whatsoeverBased on the statements above, I reject the response of this business, and require them to provide the remedies outlined in order to resolve this complaint Sincerely, [redacted] ***
The consumers account was already in collections prior an attempt at a settlement The consumer was offered a settlement which required a quarterly pre-payment plan which was not accepted by them leaving the account in collections At that point, the consumer wrongfully assumed we are obligated to restart any collection processes or accept any equipment back for a credit against the outstanding debt As indicated previously, any discussions on the debt moving forward must be done with the collection agency directly as per the fair debt collection act
Complaint: [redacted] I am rejecting this response because: I was directed to the cancelmyalarm.com site but when I went there and looked at the cancellation fee plus the previous month (full rate) that amount that I was being charged to "catch up" was more than the amount to "renew" for yearsSo I took the cheaper approach paid the bill (I always pay my bills) and stated to customer service that the account should not renew in years.) As your records will reflect there has been no contact between us for the last years, because no service was providedPlease provide the account activity logs that show that your company does not provide alarm monitoring at my residence, your company has never received a single alarm setting code or unlock code in the last years from my residence or status that there is an active alarm, there nothingI have a unit but it has never been monitored by your serviceNever, EverI made an attempt to use the service I was paying for when you sent the digital diverter and I plugged it in but it did not workPlease provide the records to dispute this factI signed up for your service in with the promise that the alarm monitoring service would work for my residenceWhen I found out it didn't work I attempted to cancel but was informed that I was under contract and had to keep the service active, or pay hefty feesThe technical support team bounced me back and forth for weeks stating they were looking for a fix but it never workedOnce I determined that the service did not work I attempted to cancel (calling your customer service line) where they informed me that I signed a contract (whether the service worked or not) and at this point I could either I could pay a large fee each month or I could sign up for years at a greatly reduced rateI requested at the end of that period my account be closedI am not asking you to rectify the years that I paid for; I am writing that off as my fault I didn't read the fine printAnd although it seems shady I signed the paperwork so I didn't argue with your customer service departmentI did however inform them that at the end of this period the account should terminateSo I was surprised when I was contacted in about my alarm monitoring serviceGiven that I have not had alarm monitoring for the last years I am not sure why your company agreed to cancel and then generated another bill for no service renderedPlease release the records from the last years that show my account activity, monitoring calls or anything, I assure you there is nothingSo imagine my surprise when a person calls me stating I owe money for an account that I was told would be closed after the prepaid period expiredI assure you can pull my credit report I have no unpaid or behind bills, I pay as agreedThis was not agreed toAddressing your other comment: I was also concerned about the fact that I was pre-paying for years for a non working service but you are leaving out the fact that at that point the to be billed amount was close to the amount of the year contract (at a greatly reduced rate) which is a good thing if the service is working, but for me a greatly reduced rate was no benefitAnd your sales person convinced me that they could get the service workingSo I paid on the premise that I was already in the hole since to try out the service I signed a contract (unknowingly so)Therefore I took the responsibility it was my issue for not reading the fine print and I paid the billNot primarily to continue the service (which I did not have) but to avoid the hefty cancellation fees and reduce the month to month fees that I was being billed forAlso I was in the process of making a large purchase and didn't have the time to fight the validity of the charges, an explain a negative report on my credit for this, I needed it to go away foreverI took it as a lesson learned don’t sign up for things that appear to be too good to be trueI had no need to complain at that point, I made the mistake to sign up for the service without reading the fine printThis is where the story should have endedBut here we are in and you are asking me to pay another billI know I did not sign up for this account to renew, that's why I didn’t pay attention to your calls stating that I have alarm monitoring and I owe your company moneyI did not agree to renew this service!!! So someone calling me stating that I owe money is not at all an expectation, I have moved on I was burnt by your company I paid over $in to account for my past mistakeAgain I’ll state cancel the inactive account, remove the charges and move on to another gullible customerYou have already received payment for not providing alarm monitoring service for the last years, and I requested the account not be renewedWhat more is your company seeking? I disagree with your statement that prepaying for an account makes no sense when in a customer service rep was in my ear stating they could get the service to work and the amount to bring the account current and cancel was greater than the amount to renew for yearsI have moved past that bad decision made in and would like to move on with my lifeYour attempt to collect more money in for an account that has not worked ever from is ridiculousI have leased equipment? What equipment would you like returned? There is no service!!!! If it’s a matter of returning unused leased equipment lets go down that pathBut I do not owe your company and additional $for no services provided Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I cancelled both contracts within the required 30-day periodSincerely, [redacted]
On April 15, the customer ordered the service over the phoneOne of the key questions that is asked about during this phone order is if the alarm system is in working conditionThe customer indicated that the system was in good working order, and he ordered and prepaid for months On April 15, we shipped the customer the required adapter (DD2) to have the service work over plain old telephone serviceThe DDwas shipped for free with no charge to the customerThe only requirement is that the customer must return the DDat service cancellation On April 26, the customer upgraded to a cellular transmitter (DDCT) as we were unable to get the system to work over plain old telephone serviceThe customer paid $for the DDCT and $for shippingBased on our terms and conditions, once the customer upgrades to a cellular unit, the original fees are not returnable On April 27, we shipped the DDCT to the customer On May 2, the customer admitted to our technician over the phone that his system was NOT operational as the alarm siren did not even work so there was no way to get the service to work and the order should have never been placed On May 5, the customer returned the original DD On May 13, the customer requested their service be cancelled On May 20, the customer returned the DDCT On June 3, we offered to cancel the customerWe gave him several options including a refund less the shipping fees on the initial device ($18.95), the setup fee as the issue was with his equipment ($35), and a $fee for refurbishment of the cellular device We believe that the refund was more than fair as we would have never even taken the order if the customer had been honest about the state of their alarm systemInstead, the customer caused us to incur the cost of shipping the DD2, the cost of our technicians working on several occasions to get the system to work, and the cost to refurbish the returned cellular deviceWe were willing to refund the amounts paid outside of our policy less these costs that were incurredInstead, the customer chose to dispute the charges which caused us to incur further fees At this point, we are submitting this customer to the credit agencies for non-payment of the fees above along with $fees for the chargebacks and an additional $in legal fees related to collection efforts We would be willing to settle and stop the credit reporting if the customer would simply reimburse us for our actual costs: $Shipping $technician $refurbishment $credit card chargeback fees Regards, Tom R***
We stand by our original response It is quite clear by the broken language from the consumer that there is a language barrier We suggest not ordering items on the internet in the future if there is not a clear understanding of the online information
We will no longer engage with this consumer
Mr***, Here are the facts: We provided basic alarm monitoring service to you beginning in March Beginning in April, your system began sending a monthly test signal which is not included in the basic monitoring service as agreed in the Terms and Conditions On July 1, we charged your account a $fee for this monthly test signal as per our Terms and ConditionsWe also gave you the option to ask us to attempt to remove this test signal which you refusedFinally, we gave you the other option of prepaying this test fee at a reduced rate On July 11, we sent you an invoice for a chargeback as you requested your credit card company to reverse the VALID $charge You continue to assert a day satisfaction guarantee which is not and has never been in placeAt the time of your order (March 25, 2016), we offered a day guarantee with regards to our ability to monitor your systemWe monitored your systemAdditionally, you did not request a cancellation until July which is almost months after your original order All of these are facts and above disputeYou have violated your agreed to Terms and Conditions by requesting your credit card company to reverse the VALID chargesWe are completely within our rights to attempt to collect the money owed per our Terms and Conditions
On 02/02/16 the consumer ordered alarm do it yourself monitoring services which required the consumer to lease a device to connect to their existing alarm system in order for it to be monitored. They pre-paid for 3 months of the service at $595 per month. The consumer also received a... 30 day money back guarantee that if we could not get the alarm system monitored, they would get a refund. On 02/05/2016 the device called a digital diverter (Serial number ***) was shipped to the consumer to connect to their alarm system for monitoring. On 02/08/2016 the device was delivered to the consumers address by the U.S.P.O. On 02/14/16 through our technical support department the consumer was walked through installation of the digital diverter and was told how to test the alarm system for monitoring During the service call, no alarm signals were detected and the consumer was told to perform additional tests to determine why their alarm system was not functioning. On 03/03/16 the consumer 30 day refund guarantee expired. On 03/11/16 a notice was sent to the consumer notifying them that their 30 refund period had expired and as per our Terms & Conditions a $99.00 security deposit was being taken on the leased equipment we sent them. They were notified to either CONNECT the device and have signals sent in or to CANCEL and return the device to receive a refund of the $99.00. On 03/29/16 The consumer had her Daughter call our technical support department to test the alarm further to determine why the alarm monitoring was not being received. It was discovered through that technical support appointment that the consumer ordered alarm monitoring over a telephone line but did not have a required dial tone delivered to her alarm panel in order to have the system monitored. The Daughter indicated that they would get dial tone to the alarm panel prior to calling in yet again for additional technical support to complete the monitoring set up. On 04/23/16 our accounting office received notice from the consumers bank that they performed a full charge back of all previously paid fees. This was for the initial set up fee and monitoring and for the security deposit charged 41 days later. On 04/28/16 the consumer was invoiced for the charge backs and the associated fees for the chargebacks totaling $276.80 plus $250.00 in additional fees if sent to collections. To date, the consumer has failed to honor their contract terms, or even return our leased equipment. As of this date, the account has been turned over to the credit bureaus.
Complaint: [redacted] I am rejecting this response because: the business provided an unsigned contract which is the first issue The second issue is at no time in this contract does it state the cost and terms for the price of this adapter that they again have yet to provide me with an opportunity to return This is an illegal business practice Their claims are fraudulent Sincerely, [redacted]
As to Item 1, with our Alarm Ear product, we are able to monitor any functioning alarm system As to Item 2, customer was instructed to contact Comcast and have them remove their equipmentCustomer stated that they wouldCustomer did not do this As to Item 3, we do not prorate billing; therefore, customer was billed for services in September when they signed up for service and received the device As to Item 4, we do not necessarily have the installer codes for other companiesWe do have some methods to re-program alarm panels or to re-direct the signals without needing to re-programAdditionally, if we are unable to re-program the system, we have the Alarm Ear product As to Item 5, our Terms and Conditions are clearly listed on our website and the customer agreed to them when they signed up for service As to Item 6, the customer would not be eligible for a full refund if they do not go with the Alarm Ear productThe customer would have been eligible for a partial refund of the unused months (after day notice) less initial setup fees, shipping fees, etc As to Item 7, we do not pay for customers to return our leased equipmentThis is the customer’s responsibilityWe ship devices via USPS with signature requiredWe have not had issues with USPS delivery and so do not pay for additional insuranceThe product is an electronic 4G cellular device and is quite expensive As to Item 8, had the customer simply gone to cancelmyalarm.com, the customer would have received a partial refund and an explanation of the amounts refunded As to Item 9, we are a discount monitoring service and simply work within the confines of the Terms and Conditions which were agreed to by both parties