GAMESA

We are acknowledging receipt of the complaint sent to your office and assigning the file to a consultant for review.

I certainly apologize for any misunderstandings as our sales people are required to follow a specific code of conduct that requires the explanation that you are signing a contract with Alert Alarm and that we are not affiliated with any other security provider. To verify this information and as a...

precaution we also have a recorded welcome phone call from our inside central station staff that explains you are signing a contract with Alert Alarm before any installation takes place and to verify that you are not currently under contract with another security provider. Without any specific information of who you are I cannot verify this information but if you feel that you were not treated appropriately I would certainly have no problem letting you out of the Alert Alarm contract. Alert Alarm takes these issues very seriously and I would appreciate any further details you can offer.
Roger S[redacted]
President
Alert Alarm Hawaii

[redacted]
[redacted]
February 23, 2016
Mr [redacted]
You signed a contract on April 4, 2015 which I have attached and we installed the initial system excluding two outdoor cameras that were installed June 2015. The total cost of equipment, installation, sales cost was $ 1,763.13. The contract is a 5 year contract as noted on line 3 in bold letters and your signature is listed at the bottom of the contract.
What I have reviewed in our systems are the notes we require for every phone call, system transmission that are dated and the time it transpired. Below you will see the phone calls, interactions by date and the content of the conversation that took place during the phone call.

4/10/2015 13:59 We received a signal that you bypassed the front door on your system.
4/27/15 4:39 PM - We received phone call from you requesting to speak with a administrator--informing us that you will not be paying your installation invoices until the techs complete installation of the (2) outdoor cameras.
5/20/15 12:31 PM - You once again called in regarding a voice mail from Alert regarding a past due balance. You were complaining because the system was not completely installed.
6/2/15 11:49 AM -We issued credit of $132.56 due to incomplete installation due to the backorder of the two outdoor cameras. The credit was given to you towards your monthly invoices for the period of 4/15 -6/5/2015 (Invoice #[redacted] & partial June Invoice).
6/5/15 - Added and installed 2 outdoor cameras.
6/10/15 12:22PM - We mailed out and adjusted for June 2015 showing credit (6/1-6/5/2015)
7/9/15 11:27AM - You called in to settle payment for both 6/2015 & 7/2015 INVOICES - $163.38, AUTOPAY EFF 08/2015.
7/13/2015 9:57 AM - We received a signal that your system lost AC power. We called you to advise of the situation.
7/13/2015 17:05 PM - You called to say that the house has power problems.
7/25/2015 9:53 AM - We received another signal indicating AC power loss. We called you and you said that they were working on the circuit breaker.
11/21/2015 8:14 AM -We received another signal for AC power loss and called you and you indicated that you were working with a sales person to relocate the system to your new address.
1/7/2016 10:42 AM – We received another signal regarding AC power loss and you thought you had canceled your service 3 to 4 months ago and we advised to send a written cancelation notice.
1/8/16 8:48 AM - You then called in wanting to know the status of the cancelation and there was no record of your cancelation request either verbally or written request. You stated you called in three months ago to cancel due to remodel of your home and wanting to relocate to your business. You didn’t know that a written letter/e-mail was required to cancel. You thought the system was canceled as you weren’t receiving any invoices. This is because you were given credit.
You then wanted the system relocated to your business located at [redacted].
We requested you send us a letter or e-mail for cancelation of the account at your residence and relocation.
You were not able to give us the exact dates for your relocation but you would call when you were ready. We informed you that we would require two week’s notice to accomplish this.
We agreed to credit your account for November, December and January because of your circumstances and that billing would begin in February.
2/4/16 2:35 PM - We internally issued credit for three months and filled your file under a [redacted] PENDING RELOCATE [redacted]
2/4/16 3:30 PM -RCVD CANCELLATION EMAIL 1/14/16
We advised you that we needed the dates of your relocation to be added to the cancelation e-mail. You said that you weren’t sure when you wanted the relocation. We advised that if you wanted to temporarily cancel your account for any length of time it would be added to the end of your existing contract.
We were then waiting for your relocation information.
2/4/16 3:30 PM - You again called and we reviewed your account and we assured you that credit for November, December, and January was issued.
2/4/2016 You wrote a review of Alert on Yelp;
“Had an alarm hooked up and called them to cancel well thought it was cancelled because they stop taking money out from my account. Find out 3 months later that it's not cancelled and that they were still billing me and that I owed money for the 3 months. So I called back and asked why it wasn't cancelled and they said it's because I didn't e-mail a cancellation notice with a date I wanted service stopped. So I asked then why they stopped taking money from my account and she could not answer. So I sent an e- mail to cancel and a get a call saying I can't cancel because I have to stay with them for 7 years and if I don't pay they will take me to court. No one mentioned anything about 7 years. I would have never did it. So now they started charging me again. And waived the 3 months. There door to door sales people just push you into getting something but don't explain anything else, I think that is wrong. Will be calling Revdex.com because I found that I'm not the only one that was not fully explained about contract before system was installed. They just want your money. Don't get fooled into this company.”
2/5/16 10:04 AM You then called in stating that you were lied to about the 5 year agreement and said you cancelled the account 3 months ago.
Summary
1.You signed a contract (attached) for a 60 month term.
2.We did not deceive or misrepresent the system or terms of the contract.
3.We installed a system at our cost of $ 1,763.13.
4.In June we finished installation of the two back ordered cameras.
5.June 2015 we gave you credit for three months service.
6.We notified you several times that you have power problems at your residence.
7.We offered to relocate the system to your new business.
8. Jan 2016 we gave you another three months credit.
9.You stated you were unable to afford the monthly payment at this time and that you just started your new Business "[redacted]".
10.We offered the following options;
a.Lower your monthly fee
b.Relocate to your business
c.Temporary suspension of your system for six months (2/2016 – 7/2016)
11.You agreed to the temporary suspension and an agreement was sent to you for signing.
12.We deactivated your system Feb 6th for the temporary suspension until 7/2106.
In looking thru the facts, phone calls and system alarms I feel that Alert Alarm has worked very hard with you to see if we couldn’t help you with your system and legal obligation. We have given you six months of free service and offered another six month suspension from your legal obligation. I find it unfair that you have resorted to such tactics as Yelp and Revdex.com to resolve your obligation. Alert Alarm has invested $ 1,763.13 into your system that you were using and is now nine months old.
In attempting to resolve this situation I will offer you two options the first to reimburse Alert Alarm the cost amount we have invested in your equipment ($ 1,763.13), delete your Yelp review and close the Revdex.com complaint. The second is to continue to pay your legal obligation.
I look forward to your response so we can close this case.
[redacted] President
Alert Alarm Hawaii
2668 Wai Wai Loop
Honolulu, Hawaii, 96819

We have spoken with Mr. [redacted] and have credited the service call back to his membership account.Mr.[redacted] will be sending us the paid receipt for reimbursement of the towing service.

Ms. [redacted]
I am a little confused on the situation as you have been a customer of Alert [redacted] Hawaii since 2007. I see that you sent in a notification of cancelation on 12/16/2015 and spoke with Anneka to complete the cancelation of your system. I then see that you signed another contract with...

us on 3/3/2016 for the upgraded system with [redacted] capabilities. I have attached your first contract where you acknowledge that the contract was for 60 months as per your initials next to paragraph 3 of the Alert [redacted] contract. Our contracts have not changed since your original contract.
It is also my understanding that you sold your residence and moved to another location and installed a competitors system ([redacted]).
I’m looking to understand the details and come to a resolution of the situation. Any further clarification would be helpful.
Roger S[redacted]
President
Alert [redacted] Hawaii

Ms. [redacted]. [redacted] I certainly apologize for any inconvenience caused in your attempt to cancel your service with Alert Alarm Hawaii. It is my understanding that our customer loyalty manager Mr. [redacted] spoke with you today and explained that you did have a contract in place but that we...

were canceling that contract upon your request and finalizing your account this month. If you ever require a security system in the future please keep us in mind and we thank you for years of being our loyal customer. If I can offer any further please don't hesitate to contact me. Roger S[redacted]PresidentAlert Alarm Hawaii

Complaint: [redacted]
I am rejecting this response because:It was not entirely correct. I was not under contract for monitoring as mentioned by Mr. [redacted].  I had added a maintenance service and apparently it was a contract for 5 years, something that was not mentioned to me but was part of a form that I was asked to sign in order to get service. Since I want to cancel monitoring, this maintenance service would not be applicable. I resent the manner in which Alert Alarm tried to keep me as a customer by not replying to my request for almost a month. However, Mr. [redacted] was very pleasant and apologetic and told me he would speak to his staff about prompt customer service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  the information in the response is untrue. I have been out of contract with the other company for a little over a year now. However, I was able to settle the dispute with the local manager, Bob, who was able to get me out of the contract. 
Sincerely,
[redacted]

Revdex.com:
Although I have reviewed the response made by Alert Alarm Hawaii ("AAH's") in reference to complaint ID [redacted] and have accepted AAH's letter providing me...

with "an option" to cancel service at the end of my contract in October 2017 with no penalty, I disagree with AAH's
response that, "the terms are clearly spelled out" as the terms are
barely readable on AAH's work order that AAH's technician provided to me for signature.  Moreover, AAH's sales person never explained that the 2G radio upgrade is accompanied with an 60 month contract extension.  AAH's sales person merely explained that I would need to sign a work order for the 2G radio upgrade and that AAH's technician would provide AAH's work order to me for signature upon the completion of the 2G radio upgrade.  AAH's sales person never discussed that AAH's work order would extend the terms of my contract by 60 months upon completion of the 2G radio upgrade.  I understand that, generally, a work order is not used to extend the
contract terms as a work order is a written authorization for the specified performance of work.Sincerely,
[redacted]

I have looked at your file and found that you in fact signed a three year contract with Sentinel August 21, 2013 and it automatically renewed for another three years after the initial contract period. If you read the Sentinel contract paragraph 29 “Company May Assign” “states that the company can...

assign this agreement to another party without subscribers consent. I would like to say that the Alert Alarm staff were following standard procedures when discussing your cancelation as we often see people trying to get out of their legal obligations and we try to understand and certain cases we have to alter our policy and with all things considered and your circumstances we will let you out of this contract with no penalties in good faith as you have been a loyal customer and we would always like to have you as a customer in the future. I apologize and hope you understand?   Roger S[redacted] President Alert Alarm Hawaii

Mr. A[redacted]
I have looked into the details of your current account with Alert Alarm Hawaii and found that your system contract was signed May 9, 2015 with 3 free months of monitoring and service which was approximately 6 month ago and that I have reviewed the recorded conversation you had with our...

customer service representative (attached) prior to signing a contract with Alert. It is apparent listening to this recording that you were fully aware that Alert Alarm Hawaii has no affiliation with Vivint and the allegation that Alert would stop Vivint from billing you isn’t true. As you acknowledged in the recording it was your responsibility to cancel the service with Vivint.
Despite the facts that we have from our recording and the free 3 months of service you received I will have someone from our cancelations depart reach out to you to cancel your service. I hope you understand that It certainly isn’t a benefit to Alert to have a customer who isn’t happy and Alert recognizes the value of happy customers. In addition we will also require that we get our equipment back from your home as soon as possible in good working order.
Roger S[redacted]
President
Alert Alarm Hawaii

Mr. G[redacted]I have reviewed the activity and phone call recordings in our electronic systems pertaining to your residence and it appears we have followed all procedures correctly. I have attached the activity report from our system pertaining to each event that took place in your residence and the phone recordings for the conversations you felt did not meet our contract obligations. The recordings will support the fact that we did verify who we were in each call and that we got password verification for all events from and including your son. I look forward to your review of this information and anything else I can do to answers any questions.I have attached the following;12/27 phone call

Mr. [redacted]It would be very helpful if you could provide me with the name of the sales representative, the time and day this took place as Alert Alarm has a strict code of conduct all employees must follow and I will address this issue immediately once I have the information. I...

certainly apologize for any inappropriate actions or statements that took place.  Roger S[redacted]PresidentAlert Alarm Hawaii

Complaint: 11912676
I am rejecting this response because:the password taken was wrong, it is NOT PUNA.For Dec. 27, is the text attachement you sent complete or is there more? 
Sincerely,
Terry G[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10779927, and find that this resolution is satisfactory to me.
Sincerely,
Wayne L[redacted]

Ms. K[redacted]
Alert Alarm has no problem releasing you from your contract although I would like to clarify that our sales persons statements were not misleading as the major telecom providers have announced there plans to sunset their 2G Cellular
networks by January 1, 2017. The 2G networks, which...

originally debuted in the late '90s, were
the first to apply digital technology to cell
Phones and continues to support many legacy cell phones. With the growing use of smart phones, the major carriers have determined the need to discontinue use of the 2G spectrum to support this Smartphone spectrum.
This same wireless 2G network has been used for decades to transmit the alarm signals from your home to the security central monitoring station. With the impending sunset, Alert Alarm was recommending you replace the current 2G cellular communicator with a device that will operate on the 3G/4G network and continue to provide alarm communication from your home or business to a
Alert's monitoring facility.
While the announcement from the major carriers references January 1, 2017 as the end of the 2G network, Alert Alarm has already seen evidence of network deterioration and 2G cell tower closures in Hawaii. This deterioration could result in
delayed or failed alarm transmissions from your home. In an effort to ensure our customers remain safe and protected, we encourage you to test your system routinely to verify proper alarm transmission and plan to update the 2G communicator by the end of 2015 (in advance of the announced sunset date). I hope this clarifies the situation an gives you a better understanding of the approach our sales person took and the
effort to upgrade your system to avoid any future communication problems.
I will have someone call you to process your request.
Roger S[redacted]
President
Alert Alarm Hawaii

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Mr [redacted] Since we received your complaint thru Revdex.com we have attempted to call you and left voice messages with no return call. When I look at your file and the situation is was clear that you signed a mandatory Form C we require when a customer is converting their services from another...

provider over to Alert Alarm. Your contract for our services was signed on 12/3/2015  for a period of 5 years and a system worth $ 1,000.00 was installed. We have been monitoring the system and you have been using the system.  In terms of [redacted]s I can not explain why they haven't called you about your system as the automated software systems in a security call center will certainly tell us if a system was removed and we weren't receiving signals from the alarm panel. I honestly think you have a legitimate complaint against their services and that they continued to collect funds from you and yet they haven't received a signal from your residence since Dec 2015.  I think they owe you unless you were under contract with them as well? This is something you will have to handle directly with them. I have asked one of our customer care staff to call you to see what we can do to work things out for you. Roger SavagePresidentAlert Alarm Hawaii