GHS Interactive Security Reviews (%countItem)
GHS Interactive Security Rating
Address: 21031 Warner Center Ln STE D, Woodland Hills, California, United States, 91367-6577
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They refuse to let us cancel the account. Continuously say they're going to call back or have someone call back who is in the cancellations Department nobody ever calls back and when you called nobody's ever available to talk to you. They are very rude and disrespectful on the phone. At this point I would rather die in a home invasion then to have this security system.
Angelica, we apologize for the issues you've described in this review, and would be more than happy to research your account and assist in resolving your concerns. In order to do so, please contact us directly with your GHS account information and any other details at ***@ghssecurity.com (always be sure to include the full name, phone number and address as it appears on your GHS account).
We look forward to locating your account, researching your issues and working together to resolve. We hope to hear from you soon, thank you for your patience and for being a customer of ours.
-GHS Interactive Security, LLC
Great job, great company! Even during these times, they take the extra *** to make things right.
Company refuses to cancelled my expired contract and they extended for 1 more year because I didn't cancelled 30 prior of my contract expiration date.
I signed a contract with GHS alarm system on 2/XXXXXX for 3 years. I send a letter requesting my cancellation of my contract but t because they claim that they didn't receive it 30 days prior of my expiration date. that they had to extend my contract for another year.
I've had nothing but problems with this company and they have horrible customer service.
I would like for GHS to terminate my contract as it was originally sign on my contract and refund me the money I've had paid since the date of my expiration.
To: Revdex.com
Re: Response to Complaint ID # XXXXXX
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by our valued customer, ***. Since receiving complaint we have reached out to *** to discuss concerns.
GHS Interactive Security, LLC. operates with a high degree of integrity and we understand that circumstances or the need for our security may change throughout the term of our customers' service with us. GHS will always try to accommodate and meet those needs for our customers and provide what is within our means. The terms and conditions regarding contract length and renewal are clearly outlined on the front of the contract that both GHS and our valued customer *** entered. Description of terms can be referenced in Section 2.2 TERM; SERVICES; FEE; FINANCIAL DISCLOSURES; which states that services will automatically continue for successive one (1) year terms unless cancelled by either of us in writing at least thirty (30) days before the end of the original term or any renewal term. In accordance with *** contract commencement date, annual renewal cycled December 28, 2018. Our call records show that *** called our customer care on January 14, 2019 inquiring about cancellation for the residence on *** GHS received formal written notice on January 16, 2019 with US postal mark date of 1/14/2019. *** Letter attached for review.
*** request to terminate was due to his displeasement with local authority response time. Unfortunately this is something GHS does not have authority or control over - However, we provided *** guidance on contacting the city ordinance to inquire about making amendments to required guard dispatch.
In review of *** account records, we show that system remained in use and engaged by *** up until his end of term, January XX XXXX. *** account has been terminated as of January 30, 2020.
Thank you for your assistance in this matter..
Respectfully,
***
Compliance Manager
On 8/24/19 a young sales man "sold" security services to my husband while of less than a year. (I was under an ADT contract but was at work so had no input into this transaction) On 12/20 I spoke with Rogelio Gonzalez and listened to the voice agreement for service and was provided via email, a copy of the contract done by docusign. The contract had my name on it and a falsified signature as I never consented to this, nor was I even emailed the contract to sign. Per Rogelio, there was no record that the contract was emailed anywhere (I asked what email address was on file and used) which supports that it is not a legal binding contract. I requested the matter be escalated and did not hear back. On 1/22/2020 I again inquired and received a confirmation email that the compliance department has been notified of my concern. Still I have heard nothing and they continue to take $52.99 a month for services for which there is no legal contract. (My husband was chemically impaired at the time of his decision, however, had there been a contract in HIS name that HE signed, along with the recording of him agreeing to service, I would agree that we hold responsibility, however upon learning that the docusign contract has MY name, information, and falsified signature when I was not even present nor in any way agreeable to this transaction, it is ILLEGAL)
Furthermore, my ADT monitoring equipment was removed so I do not have service yet I am paying both companies. I will be seeking legal counsel to resolve this but highly recommend that you steer far away from GHS
They sold me a camera system that does not work properly. They told me it would be able to sound alarm and call cops. It is supposed to record intrude
System does no work since day one I asked for refund and they said no they sold me system and tricked me to another 2 year contract when I was already. Month st month. They don't fix this properly I am always resetting it. I had intruders 2 days ago and system went down could not call police from system intruders where in front of my house in driveway for over 20 minutes. Called GHS to complain they didn't care and says nothing is wrong. Why do I pay them for to monitor and nothing works. Stuck in a contract that I was tricked in and lost over *** dollars for a camera system that is good for paper weight.
Get out of their *** contract and go back to my month to month get my refund for camera's that never worked correctly since day one.
To: Revdex.com
Re: Response to Complaint ID # XXXXXX
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by our valued customer, ***. Since receiving complaint, we have reached out to *** and our actively working toward resolution.
***'s elected to resign a new 36 month agreement with GHS Interactive Security on November 01, 2018 service appointment. During this service appointment, *** decided to upgrade his security coverage by adding surveillance and purchased (5) Arlo cameras with (1) base station and (1) Doorbell camera. As an appreciation for his long term commitment as a valued customer since 2014, GHS provided equipment at a total discounted cost of $760 with extended payment plan, waived install fees and upgraded control panel from a Simon XTi to a new Simon XTi5 at no cost.
In review of ***'s account records; including service history, system event history, recorded calls and account notes, we show that *** began experiencing complications with his surveillance system in February of 2019; *** called into our customer care advising that his doorbell camera would not record video, our customer care tech support team completed remote testing and instructed that his recording feature was on pause and that he was approaching storage quota for the month. Our tech support team then walked *** through navigating his settings to customize recordings. On May 21, 2019, *** reported ongoing issues with his doorbell camera not recording. Our tech support team informed *** that storage quota exceeded and we assisted by adjusting the motion sensitivity to low. On July 19, 2019, *** again reported ongoing issue with doorbell camera not responding. At this time, our tech support team scheduled an onsite appointment for further assessment as we exhausted all possibilities to fix issue remotely. Our technician completed service appointment on July 20, 2020 and determined that ***'s camera was not receiving sufficient power from power supply, the camera itself tested adequately. As a preventative ***, GHS later replaced the doorbell camera on August 24, 2019.
At this time, all smart home surveillance cameras inventoried and supplied by GHS does not have the capability of dispatching authorities; calling 911 or our central monitoring station. Surveillance is utilized as a video verification to alert consumer directly if suspicious activity is captured or utilized as video verification in the event of an emergency or breach in security. We have provided *** information on the use and functions of his surveillance system and scheduled onsite service appointment for April 1, 2020 to complete a thorough assessment of the issues reported. GHS has created an action plan with *** pending the outcome of equipment assessment and diagnosis.
Thank you for your assistance in this matter.
Respectfully,
***
Compliance Manager
Unethical business practice against elderly, exorbitant fees to cancel contract, no copy of contract provided to customer.
This complaint is on behalf of my elderly mom, who was subject to GHS fraudulent sales practices performed by a door to door sales agent, ***. He scared my 85 year old mom, in August 2019 - ***, *** High *** XXXXX (XXX-XXX-XXXX) into replacing her *** system with GHS. He told her that her *** system was old and unsafe. She never received a copy of contract but she says it was for 5yrs. After the install, she realized she didn't like the system because it was loud and announced every time a door was open. She called to cancel and was not able to get a hold of customer service over the phone. My brother tried calling and he could not get through either. She also tried calling *** and his phone was disconnected. She finally got through to customer service and they told her to send a cancellation letter which she did. She received a payoff letter in January 2020 requesting a pay off of $*** which she paid by check. I am requesting a full refund of the payoff amount as she never received the contract which, I believe is invalid because she was under duress by the sales agent. Also, in August she was taking care of my sick father at home (who passed away in November) and she was in an extremely vulnerable mental state. It is very unfair that this company takes advantage of seniors. I believe she was targeted by the salesperson as she lives in a 55+ development. Attached is a copy payoff letter. I wrote a review on *** and *** and their customer care team asked me to email them. I emailed them to resolve this issue on Feb 14th but have not heard back.
I am requesting a refund to my mother, ***, in the amount of
Hello - I'm happy to inform you that my complaint with GHS Security has been resolved. The customer relations manager reached out to me and was very helpful and concerned with my mother's complaint. She was able to get my mom's payoff amount refunded in full. Thank you for your help with this matter.
Regards
I own the home where my parents live. They are elderly and taken advantage of. My name is on the contract and I wasn't in town at the time.
A salesman, ***, sold my parents a contract for a security system. My parents are in their eighties and he used some scare tactics. I own the home and my name was put on the contract, 6/27/19, ***, which I was not present for. My parents didn't understand in full what they signed, which was their mistake, *** asked them several times if I should be called. That was ***'s first mistake. If he thought I should be called, then he should have called.
This company is pretty much impossible to deal with. Every time I called they assured me they were working on it. The last gentleman even told me that the account would be placed on hold and they didn't support that type of sales and the upper management would be looking into it. I have phone records that show my multiple times of calling that add up to 155 minutes. I repeatedly left messages. I also have email documentation. I work full time and 155 minutes out of my work day is overwhelming. I even hit the "I am the next in line button, call me back" which took them several days. So I guess the next in line really isn't the next in line. They called my back on a Saturday and then I was told they couldn't help me, that department wasn't open on Saturdays. I have attached emails and a copy of the contract. I can supply phone records if needed.
Cancellation of contract and product picked up.
Document Attached***
Copy of contract and emails
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by our valued customer, *** and ***. GHS takes this matter very seriously. We have completed our investigation of events and statements submitted by ***, daughter of ***.
GHS Operates with a high degree of integrity and we have in place specific policies and procedures regarding our senior citizens. For every potential new customer, GHS completes a confirmation call on a recorded line which includes the following questions for our elderly customers:
Customers over the age of senior age:
1. "Does anyone assists you in making any financial decisions or have legal power of attorney over you?" if an appointed family member, care taker or POA is brought forth, we request to speak with that appointee.
2. "Are you currently being monitored by another alarm company? this is to ensure our elderly customers aren't going to encounter a financial hardship by contracting with multiple providers.
In addition to our confirmation call, GHS forbids same day installations with our senior citizens and requires a minimum 24 hrs. to pass *** installation. This additional day between sale and installation is specifically intended to provide our senior citizens a grace period and opportunity to discuss new services with family if needed. *** was provided our senior life safety package which includes a monitored medical pendant, and smoke detector, along with perimeter home coverage (doors and windows). ). In review of our welcome call, *** answered "No" to having anyone assist her in making financial decisions or her care. At this time, there was no indication for GHS to further question ***'s care and made a conscious decision to move forward with installation
*** contacted our customer care to inform she did not provide authorization for her mother, *** to receive security and monitoring services at *** E Apache Trail. And that *** did not hold the competency level to understand full terms of agreement and our services.
In light of this, GHS has decided to release ***. *** from her GHS contract and will off write the past due balance of $349.93. GHS will be scheduling a system removal of the security system to close contract satisfactorily. To prevent any such re-occurrence, GHS has implemented additional auditing steps for our elderly customers who opt in to receive our life safety service package.
Thank you for your assistance in this matter, we hope this satisfactorily resolves all concerns brought forth by ***. ***. Please let us know if we can be of further assistance.
Respectfully,
***
Compliance Manager
GHS Interactive Security LLC
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you GHS for the speedy response. Glad additional steps have been put in place to help prevent this from happening again in the future. I relayed this info to *** and asked that she answers the call so we can get the equipment back to you. If you have a hard time contacting her, please don't hesitate to call me. My phone # is on file with your company.
Over a year ago they went to my home to service the system. They had my mother, who is a senior citizen, can't speak English, and is an unath
Over a year ago, GHS Interactive Security, LLC. let me know they were going to service my system for their 2-year inspection and replace anything that was no longer working. I was at work and could not be there. The person, had my Senior-citizen mother, who is on disability, doesn't speak and write English well and is an UNAUTHORIZED signer, sign a contract addressed to me for 3 years. They also failed to leave a copy. I tried to cancel after my original 3 years since I never approved such extension and they would not let me. The told me that I had to pay the cancellation service for the remaining years, which is out of my reach, and again, the extension was never approved by me. Not legally binding. Additionally, their alarm and cameras don't even work.
Refund any charges as of my point of cancellation, January 2020. They may prorate the month, if needed. Cancel the contract and liability on their end since the extension was never authorized, and absolve me any remaining payment or liability.
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Thank you for forwarding the complaint brought forward by our valued customer, ***. We have completed a careful review of our customer's account.
As part of our efforts in building strong lasting relationships with our customers, we offer our long term valued customers a complimentary (free) system diagnostic testing every zone and device installed. This service provides our customers an opportunity to bring forth any concerns or questions regarding their service and system. It additionally provides an opportunity for our technicians to address those concerns and questions onsite and demonstrate the latest and updated technologies available to our customers.
While it is an option for our customers to upgrade their security system, add additional devices or elect to extend their term during this service appointment, it is not a requirement of accepting the complimentary system check.
It appears there was a mistake at the completion of the complimentary system diagnostic: our installer who is bilingual, provided a document, via DocuSign, to secure the ***'s residence service warranty and monthly rate for re-signing a new 36 month term - However, *** informed she was not party to the signing or authorization of extension, instead, ***'s mother Sulma signed electronically on ***'s behalf. This course of action does not follow our standard of operation procedure for extending service agreements as GHS requires that all documents be executed with account holder.
We regret this confusion and miscommunication and, therefore, we have voided the addendum of the new resign term and ***'s initial request to terminate GHS services due to non-use. We have contacted *** and advised of the corrections made and provided our apology for the recent experience with our cancellation department and attempts to have matters properly assessed.
Thank you for your assistance in this matter.
I moved 9/2019 and immediately informed GHS in hopes of having service transferred. Want to cancel service. Recorded conversations of multiple lies.
In 6/2019, I moved into my home ***. which my deceased mother and father had been living in before their demise. Someone purchased service from GHS in my mother's name in 12/2018. It was a 60 month contract. I took over the contract and signed the agreement 7/2019. I sold the home and moved in 9/2019 and immediately advised GHS that the service needed to be transferred. I was told someone would be calling me to set up service within 3 day. I never heard from anyone. In October I called GHS and advised them that I didn't appreciate not being called and asked to cancel service, I was told the cancellation department would be calling within 3 days. I never heard anything from them. They were still billing me, finally in December I had to ask for a new credit card and had my old one that GHS had on file cancelled so that they couldn't bill me anymore. About a week after they figured out they couldn't bill me anymore they called asking how they could connect my services. I told them I was tired of being treated like they had treated me and asked them to cancel. They kept threatening me about the remainder of payments being owed no matter that they had billing me for service that hadn't been active since September. They gave me the cancellation info. They said they never received my letter. A few months later In January They called and after talking to my credit specialist about how much progress I had made toward establishing good credit I called back, finally relented and asked them to come on out and set it up. On 1/24/2020 I talked to a technician all day long, his phone # is XXX-XXX-XXXX. I had someone wait at my home all day long and this guy never showed up. Two days later after not hearing anything from GHS I call*** them and they tell me the technician didn't have the sensors and they don't know when they'll have them. I tell them they are inconsiderate and have terrible customer service and that I want to cancel. They said that they would put in a cancellation request and someone would call within 3 days. No one called. On 1/28/2019 I called and talked to a guy named *** whom it just so happens I had talked to in October about these same issues. At this point I felt I needed to start recording the conversations, so I did. I told *** that I wanted to speak to someone in cancellation after a few hold on and let me try situations I told *** that I was just tired, wanted out of the contract, and cancel the service. A few days later after thinking about how hard I'd been working to get good credit I called and told them since nobody will let me cancel to just go ahead and let's try once more. I was assured the technician had all the equipment and would be at my home between 1pm-5pm on Wednesday 2/5/2020. I had someone at my home all day. At 11:30 am. I called GHS and confirmed that we were still on from 1-5. The representative confirmed the appointment. At 4:30 pm I called GHS and asked what was going on, the rep. Transferred me to the tech. Who told me he meant to call earlier but forgot because his wife was in the hospital having the baby, he asked about the next day and while upset I told him that someone had been at my home all day and Thursday wouldn't do. He confirmed he'd still be coming. I never heard from him nor anyone else from GHS. On Friday 2/7/2020 I called GHS and told them how upset I was and that I wanted to cancel. I asked to speak to a supervisor and I told her that I wanted to cancel, she tried to rectify the situation but I told her no. I told her I wouldn't be fulfilling my end of the contract because I felt they had breached the contract. I talked to a lawyer who told me to try one more time but only speak to a supervisor who will be held accountable if it doesn't get done because evidently no one is being held responsible and if they don't let me speak to a supervisor then just get off the phone and file a complaint with the Revdex.com.
To be able to cancel without repercussions to my credit.
To: Revdex.com
Re: Response to Complaint ID: XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by *** and have begun investigating the claims. GHS operates with a high degree of integrity and we value our customers. We take this matter seriously and will respond in detail once our investigation is complete.
Thank you
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding this information to us. We have reviewed the concerns brought forward by *** and have reached a collective resolution.
In review of ***'s account notes and call records, we show that *** and *** contacted GHS Interactive Security on July 5, 2019 to express their interest in taking over service for the residence on***. Account holder/parent, *** recently passed and *** opted to transfer services under his name and assume the remaining months left on the service agreement for 2040 Sugar Camp Road. GHS completed the transfer of liability with *** on July 23, 2019.
On September 26, 2019, the ***s informed they were moving from *** and into a new home. *** requested to relocate the security services and opened a service request with our customer care to coordinate a system move. In review of this service request, It seems details surrounding the ***s request were not properly communicated internally and executed within appropriate time frames. In light of this, our customer care provided a billing credit toward (2) months of service as an appeasement. *** extended GHS another opportunity to complete the service appointment on December 12, 2019 - However, additional conflict arose with our technician's availability and scheduling.
We regret the missed opportunities to correct and establish to build a long lasting relationship with the ***s. We are a company that holds ourselves to a high degree of integrity and takes every opportunity to learn and adjust to the needs of our customers so that we may improve in areas where customer care wasn't at our standard. Although we do not wish to lose the ***s as valued customers, GHS will honor their request to terminate the service agreement. We sincerely appreciate the ***s for being a part of our GHS team and providing us the opportunity to serve them.
Thank you for your assistance in this matter, please let us know if we can be of further assistance.
Respectfully
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the fact that the company is accepting responsibility in this matter and I appreciate the personal phone call from *** and the personal apology. I accept the response.
They claim we signed a contract extension, we did not. We moved out of state and they will not end the service nor will they service our new home.
When asked to provide our contract addendum they sent over a docusign document with initials on it. They have forged my initials from the work order onto an addendum to extend the contract. We had them come out to fix a window sensor that was giving us error messages. At no point did we even discuss extending our contract.
I want to be done with the company entirely, I do not wish to pay for services they will not and cannot provide any longer.
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Since receiving this consumer issue, we've had the opportunity to discuss the concerns brought forward with our valued customers *** and *** and have reached a collective resolution.
After a careful review of *** and ***'s account records, we show that on February 12, 2019 they confirmed a complimentary system diagnostic appointment with our service department. *** and *** later inquired about service termination due to an unforeseen move out of state. It was at this time that the *** learned of the extension agreement that was drafted during the service appointment completed on February 13, 2019.
As part of our efforts in building strong lasting relationships with our customers, we offer our long term valued customers a complimentary (free) system diagnostic testing every zone and device installed. This service provides our customers an opportunity to bring forth any concerns or questions regarding their service and system. It additionally provides an opportunity for our technicians to address those concerns and questions onsite and demonstrate the latest and updated technologies available to our customers. While it is an option for our customers to upgrade their security system, add additional devices or elect to extend their term during this service appointment, it is not a requirement of accepting the complimentary system check.
Our review confirmed that the resign addendum was invalid as the purpose of the document was not made transparent to our customer. Our investigation determined that we had an isolated issue with our GHS representative, who had violated the standards of practice that GHS requires of its staff and acted outside the control and direction of GHS. This representative was terminated as GHS does not condone this type of behavior from any employee or representative of our organization. We regret the initial interaction that took place between our valued customer and our ex-employee , and to prevent any such re-occurrence on any contract extension agreement GHS implemented a requirement whereby we verify through a confirmation call with our Customer prior to a representative leaving customer's home or business. Additionally, we have recommended our customers participation in hosting electronic documents through their personal email address which enables the customer to have full control and visibility of any documents that exist between GHS and our Customers.
GHS Interactive Security, LLC. operates with a high degree of integrity. In the event circumstances or needs for security change during our customers' term of services, GHS will always strive to accommodate and meet those needs for our valued customers. In light of events reviewed, we have honored the *** request to terminate their GHS service and considers the contract satisfied.
Thank you for your assistance in this matter.
***
Compliance Manager
GHS Interactive Security LLC
(The consumer indicated he/she ACCEPTED the response from the business.)
We really loved ghs at first, around 7 years ago. We felt they cared. When our home was broken into while I was in labor with my son the alarm did its job. The president of the company personally reached out to us and said he was glad we were ok and our home was. He gifted us motion and window sensors for our other rooms as a baby gift and thank you. That was a huge reason we stayed with them. We hadn't felt like we were cared about the same way the last year or so and upon finding out about this contract issue we began calling customer service and speaking with *** who was completely unreasonable and refused to work with us. We spent over a month calling back and forth to resolve this. I felt I had no other choice than to contact the Revdex.com to get a resolution. I am very happy with how *** handled everything and she really is a shining star in the muck of this situation.
GHS rep guaranteed this service would be bundled with CenturyLink and reduce phone bill and direct tv cost. It would take 1 month - never happened.
On Aug 9, 19, *** (GHS rep - he said he worked for CenturyLink) came to my door and told me that by taking this security system he would reduce my phone bill to *** and Direct TV to $60 and bundle it with my CenturyLink.
He installed the wall monitor on Aug 10th - but never installed any security devices. He was asked 3 times if this would bundle with CenturyLink and he agreed it would. It would take at least 1 billing cycle for this to happen. When this didn't happen we tried to cancel (I am 93 and my daughter *** is helping me).
We were told *** needed to have cancelled within 3 days of the installation. Not possible, had to wait at least 1 billing cycle for it to bundle. There was no paper work left to review or any written information given. No mention of needing to cancel within 3 days.
We called GHS office on Oct 1st and cancelled this account AHXXXXXX. They were to get back with us. They didn't. So called again on Oct 7 and talked with *** - an account spec. who was going to check on it and get back to us. Never received a call back. We wrote them and faxed them a request to stop this service. No response from GHS
First of Oct, *** contacted Wells Fargo and put a stop for any further payments of *** So GHS started billing. We unplugged the wall monitor - so there was no service in the house. In Dec. the wall unit serial # XXXXXXXXXXXXXXXX was taken off the wall and returned to CA office. It was received by GHS on 12/17/19 by ***.
They continue to bill for a service that is not wanted - never fully installed and has been removed from the home. We continue to respond to each billing and explain that this service is no longer active and what was promised never took place.
My daughter is sending this information - I'm 93 - don't have a computer - so no e-mail. Any correspondence best done with her. *** XXX-XXX-XXXX. Her email given ***.
Thank you for your assistance in this matter.
Looking for this company to understand that this account is closed and for no further payment will be made and for them to stop billing. No service is being provided.
To: Revdex.com
Re: Response to Complaint ID # XXXXXX
To Whom It May Concern:
Thank you for forwarding us this complaint by our valued customer, ***. GHS takes this matter very seriously. We have completed our investigation of events and statements submitted by the daughter of ***.
GHS Operates with a high degree of integrity. We have in place specific policies and procedures regarding senior citizens, customers who already have alarm providers, equipment to be installed, monthly financial responsibility and any additional agreements made between our sales representative and customer. For every potential new customer, GHS completes a confirmation call on a recorded line which included the following confirmed with *** (complete script attached):
1. "Does anyone assists you in making any financial decisions or have legal power of attorney over you?" if an appointed care taker or POA is brought forth, we request to speak with that appointee.
2. " When our representative introduced himself, did he properly introduce himself as a GHS representative?
3. " Your monthly monitoring service fee is going to be at a locked in rate of $54.99 for a 36 month term.
4. "The following equipment to be installed; 4 doors, 3 medical pendants, 1 key fob, and security panel.
5. "Was there anything else promised to you by our representative that we have not reviewed or covered during this call?
In addition to our confirmation call, GHS forbids same day installations with our senior citizens and requires a minimum 24 hrs. to pass *** installation. This additional day between sale and installation is specifically intended to provide our senior citizens a grace period and opportunity to discuss new services with family as desired. GHS takes these steps at our corporate office to ensure that miscommunications between our sales representatives and our customer are transparent. GHS does not train or coach our employees to be misleading nor do we tolerate that behavior. We, in good faith made every attempt to ensure *** understood her GHS terms of services.
As a customer-centric company, GHS will always strive to accommodate and meet the needs for our valued customers. Although we do not wish to lose ***, GHS has agreed to honor ***'s cancellation of her GHS agreement in efforts to satisfy and relieve *** of any financial burdens caused by signing up with our services. We have made contact with *** (XXX-XXX-XXXX) to discuss resolution.
Thank you for your assistance in this matter.
Respectfully,
***
Compliance Manager
GHS Interactive Security LLC
(The consumer indicated he/she ACCEPTED the response from the business.)
My mother and I greatly appreciate your help in resolving this matter with GHS. I waited a couple of days to see if they would respond to me via the phone number in their response - as they indicated that they had already contacted me. They haven't and would be surprised if they do. We take it that my Mom's account with them is cancelled.
Should this not be the case, we will let you know.
Thank you again for taking care of this for my mother.
Unable to have service cancelled for months. Being billed
I have been reaching out to the company to have service cancelled since November. I have completed online request, I have called multiple times . I am told I have to wait for a return call. But all the while I am being charged for services I do not use nor have. I no longer have this equipment even installed. I now carry ADT. I termed due to I requested a service of my system and no one every returned my call or attempted to fix my malfunctioning service since October. I am still having the charges removed monthly for the services. They are not attempting to resolvew
I would like at least my account credited for each month since November, and I want this service cancelled . I can ship all equipment back if needed , I have it here in a box. I would like a email or letter stating this has been completed.
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
In review of ***'s account history, we show that *** contacted our customer care on October 09, 2019 requesting technical support. Our tech support team acknowledged *** request the same day and attempted to contact *** to assist with inquiry and reached his voicemail, please see records attached. GHS received no callback from *** in regards to technical support. System history shows our unit stopped communicating with our central station on December 26, 2019; *** transferred services providers on this day. Our call records show that on December 30, 2019 *** called our customer service and requested to terminate service - At this time, *** was approximately 11 months into his renewal term that commenced January 15, 2019.
Our terms and conditions regarding contract length and renewal are outlined clearly on the front of the contract that both GHS and our valued customers *** entered. Description of terms can be referenced in Section 3 TERM; SERVICES; FEE; FINANCIAL DISCLOSURES which states that services will automatically continue for successive one (1) year terms unless cancelled by either of us in writing at least thirty (30) days before the end of the original term or any renewal term.
GHS Interactive Security, LLC. operates with a high degree of integrity and we understand circumstances or the need for security may change during our customers' term of services. GHS respond to each issue reported as they were brought to our attention. Although we do not wish to lose *** as a valued customer, we will honor his request to cancel the agreement and service *** Payment processed on January 22, 2020 fulfills the final month in ***'s annual renewal. GHS considers the contract to be satisfied.
Thank you for your assistance in this matter.
***
Compliance Manager
GHS Interactive Security LLC
XXXXX
THIS SCAMMING COMPANY DESERVES ZERO STARS!!
I called in to cancel my service in August of 2019. They said to send in a letter of cancelation. Which I did. Only to find they RENEWED my contract the following month and continued to auto debit my credit card for the next 3 months until I had to call my bank and STOP any further charges. I have called over 10 times and can NEVER get through to their "Cancellation Department". I do not believe it even exists. No supervisor ever gets on the phone with me. They STILL REFUSE to cancel my service. I have decided the public needs to be protected from these people. My father has been in media for 30 years in the DFW area. I am taking this to the media. There is plenty of evidence on how they treat their customers. BEWARE! DO NOT DO BUSINESS WITH THIS COMPANY! Smith Thompson Security is a company with integrity and their monitoring is only $17- $25/mo depending on the service you choose. I highly recommend them.
Will not cancel the plan over the phone, speak down to you over the phone while trying to cxl and will not do anything to assist in cancellations
Customer service will not cancel plan. They refuse to allow you to do anything other than tell you "oh REALLY, you signed a contract" Yes I signed a contract 3 years ago and have been "auto renewed" without proper notice (WITHOUT ANY NOTICE) for the last 3 years at least. I will be taking this company to small claims court for refusing to cancel the plan if I do not get a refund for the last 2 payments they STOLE.Their system is faulty,They have horrible customer service.
A refund for last 2 payments as well as an apology for the blatant condensation that they showed towards me over the phone.
To: Revdex.com
Re: Response to Complaint ID
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by *** and have begun investigating the claims. Since receiving this complaint, we've had the opportunity to discuss account concerns with the *** family and currently working toward a collective resolution. GHS operates with a high degree of integrity and we value our customers. We take this matter very seriously and will respond in detail once our investigation is complete.
Regards,
***
Compliance Manager
GHS Interactive Security LLC
(The consumer indicated he/she DID NOT accept the response from the business.)
"Since receiving this complaint, we've had the opportunity to discuss account concerns with the *** family and currently working toward a collective resolution."
I have not been contacted
Document Attached***
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by our valued customer, ***. We have performed a thorough audit and investigation and reached a collective resolution with *** and account holder ***.
After a careful review of ***'s account, we show that on Jan 6, 2020, *** later inquired about service termination due to affordability and the need to scale back on expenses. At this time, *** had already entered their annual renewal by 80 days. Our customer care offered a new term to lower ***'s rate from $54.99 to $44.99 - however, *** declined and GHS was not able to further negotiate a lower rate that was within our company's means.
The terms and conditions regarding contract length and renewal are outlined on the front of the contract that both GHS and our valued customer *** entered. Description of terms can be referenced in Section 2.3 TERM; SERVICES; FEE; FINANCIAL DISCLOSURES which states that services will automatically continue for successive one (1) year terms unless cancelled by either of us in writing at least thirty (30) days before the end of the original term or any renewal term. ***'s renewal date cycled October 17 2019.
In the event circumstances or the need for security change during our customers' term of services, GHS will always strive to accommodate and meet those needs for our valued customers. In light of the current circumstances with *** financial hardships and recent experience, we have honored ***'s and***'s request to terminate their remaining months calculated in renewal term. Billing has ceased, final payment to fulfill the minimum 30day notice for cancellation was obtained 1/22/20. ***'s contract is considered satisfied.
Thank you for your assistance in this matter, we hope this satisfactorily resolves all concerns brought forth by ***. Please let us know if we can be of further assistance.
Respectfully
Charged me *** Fee, Was to be Free Install
Agreed to have a Security System installed at my residence. The Salesman *** told me that there would be Free Installation and a monthly service fee of *** I received a bill a few weeks later for *** My son, *** called GHS numerous times and each time he called he believed the matter was resolved. I continued to receive statements from GreenSky, which is the Loan Company GHS Security uses to get paid from. My acct # with GreenSky is XXXX XXXX XXXX XXXX, my acct with GHS is XXXXXX I believe. This issue has been going on for sometime now. GHS called me while the installer *** was there to go over the agreement over the phone. My son called GHS this morning to hear this conversation about the agreement(1/14/20 9:05am, talked to a Supervisor ***, ID # *** again, explaining the issue and the *** fee and *** played the call to him and this is what was discussed;
Is this ***, *** XXXXX, phone XXX XXX XXXX,
your agreeing to a Pymt of *** a month for 36 months,
*** Installation Fee, ***-no there is not suppose to be a *** installation fee, if *** had mentioned that I never would have agreed to the service, he never mentioned that. The Rep said that might be an oversight on our end, let me contact *** Please hold. She came back on the phone and said that there is no Installation/Activation Fee, but *** will call you to explain. *** NEVER called back. There was not any more mention in the call that she was being charged *** I did say that *** told me the monthly fee would be *** of which *** was for equipment, but the Rep stated it would be *** a month. Again I stated that if there was a *** Fee I never would have agreed.
The Rep on the phone said that I would be signing the agreement on the Installers cell phone. I am 82 yrs old, I signed the installer's Cell phone with the agreement of $34.99 a month as explained by the Rep on the phone. I questioned the installer *** on what I am signing, theirs no installation fee? He stated no, I am just signing that I was here, that I did the install and your pymt will be *** a month. The Revdex.com can review the Phone agreement with me from GHS and hear that I agreed to *** a month sec fee and that I said that *** stated no install/activation fee or I never would have agreed. GHS is taking advantage of numerous people with like issues. I am now receiving letters from their Loan Company Green Sky on being sent to collections. This needs to stop now. This is not fair. GHS needs to contact GreenSky, remove me from the Loan Program as I do not owe *** Thats not what was agreed between us. The Phone call going over the agreement is proof of this. Please help me in this matter. Should I make the monthly pymts to GreenSky to avoid being reported to collections until this matter is looked into? This looks to be an ongoing issue with GHS from the Revdex.com reviews and complaints. I hope you can help me in this matter.
This is my son's email, so please forward any responses back to him as he is allowed to discuss my issues with GHS and you.
Thank You,
***
***
*** XXXXX
(XXX)XXX-XXXX
Remove the *** charge Have them contact GreenSky and reverse the fee Insure they do not report anything to the Credit Bureau
To: Revdex.com
Re: Response to Complaint ID XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by *** and have begun investigating the claims. Since receiving this complaint, we've had the opportunity to discuss account concerns with the *** family and currently working toward a collective resolution. GHS operates with a high degree of integrity and we value our customers. We take this matter very seriously and will respond in detail once our investigation is complete.
Regards,
***
Compliance Manager
GHS Interactive Security LLC
*** (office)
Hello,
Not happy with their response. Nothing has been resolved, they say they have been in contact with my mother ***, which they have not. I paid $30 that was due to keep my mother from being sent to Collections as they were telling her. No news about the $600 charge being removed. After reading reviews, it seems like this has been an issue with them. The Revdex.com has removed them from positive ratings. My mother would like this issue to be resolved, charge reversed, our $30 refunded, service contract dismissed.
Thank you for your help
Document Attached***
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by our valued customer ***. GHS completed a thorough audit and review of ***'s account. We sincerely apologize for the missed opportunity in updating complaint filed by *** and have had the opportunity to discuss concerns in detail and reach a collective resolution.
In our recent audit and review of call records and account notes, we found that there was a miscommunication regarding equipment and activation fee. Our customer care confirmed during a verification call at the time of sale that there was an amendment made to cancel the equipment and activation cost. We apologize for this error and oversight, GHS will be honoring the refund of the $600 finance loan of equipment cost in full along with any penalties incurred. *** will continue with her GHS services at the discounted rate monthly monitoring rate of $34.99 for the remaining 25 months left in agreement.
We regret the initial experience *** had with our company in attempts to escalate her concerns for re-review. We are a company that is focused in the development of making customer-centric decisions and steadily taking every opportunity to learn and adjust to the needs of our customers to rebuild in areas where customer care wasn't at our standard. We would like to thank *** for her patience while we reviewed account.
Thank you for your assistance in this matter, we hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
I was lied to by the rep of ghs interactive security company the rep wanted to get me to sign up for his security system I told him that I already have a company with a 5 year contract and only had it for 1 1/2 years and he told me that it was no problem and that he could have that contract canceled and all I would have to do is to go to my bank and cancel the auto pay and the contract would be closed. I did not know that that was illegal did not find that out until 3 days later when I called my original security to see if the contract was cancelled and that is when I found it wasn't and I told them about this new compliant and they explained to me about torturous interference. and that I should file this with Revdex.com I was lied to and so I tried to cancel this service and they said they can't because when they did the verbal call and when they asked if I had another service I said no because of what the representative told me to say which was no because I would get used or older equipment if I said yes, yes I know I was dumb for saying no as he told me too but he lied to me about everything he even paid for the first month because I explained that I couldn't sigh up until the first of December he said that he would pay it for me so we could get the system going so like a fool I did it now that I find all these thing that are totally lies I tried for almost a month to cancel and they refused plus I never got any written paperwork as I did request written and computer contract and got neither I was told that I would have written with in a week written and computer with in 24 hours and still don't have it
Product_Or_Service: security/alarm system/services services
Order_Number: none given
Account_Number: none given
Other (requires explanation) want this service cancelled with no further problems or credit reports and no further payments charged to me
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To whom it may concern:
Thank you for forwarding us this complaint from our valued customer, ***. GHS takes these claims very seriously. We have been unsuccessful in reaching *** on the primary number listed on her account (XXXXXXXXXX).
GHS has specific policies and procedures regarding customers who already have alarm providers, and providing customers assistance with their existing alarm providers. For every potential new customer, GHS completes a confirmation call on a recorded line which outlines the details of any contractual obligation our customers may hold and our customer's responsibility in canceling any such obligation. In review of this call, *** answered "No" to being with a current service provider. At this time, there was no indication for GHS to further question ***'s current obligations and made a conscious decision to move forward with our welcome call to review terms and schedule install and service.
GHS does not condone any misconduct behavior from any employee or representative of our organization. We encourage our customers to be forthright in their actions and convey any concerns immediately. We ask if *** could provide a copy of the agreement she holds with previous provider so that we may determine additional action to be taken.
Thank you for your assistance in this matter
***
Compliance Manager
GHS Interactive Security LLC
I made the mistake of having GHS Security set up a system in my home. Problems began almost right away! 1) The doorbell-Camera never worked, message kept saying the Wi-Fi wasn't strong enough for it. WTH I use Comcast/Xfinity Wi-Fi in my home and that's not strong enough? 2) Kept getting a message that one of my doors were "open", none were! I checked all of them and all were/are shut securely and locked! 3) When trying to edit/change my email to receive email and the like from GHS I couldn't change it! The old email no longer exists! and finally 3) the entire system stopped working! Nothing on it works at all period! I have tried contactig them through email several times and that's got me nowhere! Last time they sent an attachment I couldn't open on my mobile phone ad when attempting to try through my email client on my desktop I got nothing but raw code! No help at all! Paying roughly $55 for this? I am extremely dissappoined and dissatified in their service!
Result hoped for: Cancel the contract!
My system does not work. I have called several times, been on hold over 30 minutes multiple times, and no one calls back.
I have been trying to get someone to call me back for over a month. I call and get places on hold and they promise to call me back. I have spent numerous hours trying to get this resolved and no one will call me back. They did a terrible job installing my control panel and it falls off the wall. I have asked to have someone come to repair it. I call and everyone is out of the office or doesn't come in until a certain time. I have asked to just cancel my contract and I will repair the dry wall myself. They will not let me out of my contract, even though it is useless and does not work. I have talked with *** ext. XXXXX but nothing has been resolved. It is very frustrating to constantly call and nothing gets resolved. I let a sales person talk me unto switching from *** and go with them. We really like having a security system to give us a peace of mind, but when it hasn't worked for over a month.
I just want out if my contract and go back to *** that had great customer service and never gave me the run around.
To: Revdex.com
Re: Response to Complaint *** XXXXXX
To Whom It May Concern:
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
We reached . *** shortly after receiving complaint and discussed concerns brought forth. . *** informed his panel was installed in a weak drywall area during a system move on September 8, 2018. . *** did not bring this to our attention immediately as he felt he could manage panel being unsecured over the last year - However, panel has now fallen off the wall permanently.
Apologized to . Peaks if he experienced extended hold times or difficulty in recent attempts to reach our customer care. Informed we have a credit request placed on the account to accommodate the time to coordinate service appointment. . Peaks was serviced on December 30, 2019, and our technician successfully replaced the necessary components in . ***'s system and panel is secured.
Thank you for your assistance in this matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was very helpful and provided compensation for lost time. They sent a tech to my house and everything is functioning as it should. *** sent follow up emails to check if we had everything resolved.Thank you for the help.
Unable to cancel service
I have been trying to et this service canceled since September of 2018. I filed a complaint with the Revdex.com 10/8/2018. This company has done nothing to resolve the issue. I received a call from them once and everytime I tried to call them back, no one was ever available. My initial complaint was their misleading practices. I had the service previously and paid off the alarm system. A technicial came to my home and stated he was going to test my services to insure they are working properly. I asked him then, if he did all of this would this extend my contract. He stated stated no its not an extension and I signed the document. I did not read that my services were being extended as I was trusting what he said and he proceeded to test my system and make whatever changes were necessary. I later called to canceled and was told my services had been extended and they forwarded me a copy of what I signed. I was totally blown away. They then proceeded to tell me that I was under a contract and had to pay or would be billed the remainder of the term. I told them what happened with the service tech but they basically told me, I signed it and im responsible. I asked them why would I sign a contract for an additional 36 mos when I have already paid for the actual system itself. It is only a monthly service. I informed them I am no longer able to afford the service. I have never had payment issues with them and my payment history has been exceptional. I simply want this service canceled as I was mislead into them extending my service contract. I contacted them again today and told them I want the service canceled and was told, I cant cancel over the phone and that I would still be liable for the rest of the contract. I said well can you send me an email and I can email my request to you. I was then told no, I would have to write them a letter and mail it to them. I am beyond infuriated with this company as I was bamboozeled into signing a new contract, am being told I am still responsible for it and now that I cant cancel over the phone but would have to send something in writing. This is just unacceptable practices. THe alarm never worked properly and I have not used the alarm for more than a year. It was constantly going off and battery never worked. I simply want this service canceled, without fee, and never to deal with this company again. In all fairness, they should be giving me a refund as from the first time I initiated the cancellation as my contract was extended and was not aware and they have done nothing to rectify this problem.
In all fairness, they should be giving me a refund as from the first time I initiated the cancellation as my contract was extended and was not aware and they have done nothing to rectify this problem and canceling this service without a fee.
Document Attached***
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by our valued customer, ***. GHS completed a thorough audit and investigation of ***'s account and shortly after receiving complaint, we reached a collective resolution with ***.
As part of our efforts in building strong lasting relationships with our customers, we offer our long term valued customers a complimentary (free) system diagnostic testing every zone and device installed. This service provides our customers an opportunity to bring forth any concerns or questions regarding their service and system. It additionally provides an opportunity for our technicians to address those concerns and questions onsite and demonstrate the latest and updated technologies available to our customers.
While it is an option for our customers to upgrade their security system, add additional devices or elect to extend their term during this service appointment, it is not a requirement of accepting the complimentary system check.
After a careful review of ***'s records, we show that on June 16, 2017 *** signed a resign addendum during the complimentary system diagnostic appointment securing ***'s discounted monthly rate for a new 36 month term.
Review of the signing certificate history provided GHS confirmation that *** hosted electronic documents through their personal email address which enabled sole ownership to have full control and visibility of the document and signing. Copy is documents attached for your records.
In the event circumstances or needs for security change during our customers' term of services, GHS will always strive to accommodate and meet those needs for our valued customers. In light of events reviewed, we have honored the ***'s request to terminate her GHS service and considers the contract satisfied. Final billing collected to support the 30 day notice of cancellation was 12/22/2019 - no further payments have been collected and GHS considers the contract satisfied.
Thank you for your assistance in this matter. We hope this satisfactorily addresses all concerns brought forward ***.
Respectfully
A GHS sales rep sold me a contract with GHS knowing I had a contract with SHS. This is Tortous Interference.
On 8/16/18*** came to my home and sold a system for SHS Security. *** returned on 10/4/19 and stated he had upgrades and a reduction in my monthly payment. I believed him so I signed the new contract with GHS Security. He then informed me to simply stop payment to SHS. SHS still has an active contract and I am still responsible. What*** did is called Tortous Interference. I believe that GHS either needs to buy out my old contract or cancle their contract since *** was lying about my responsibilities.
GHS is guilty of Tortous Interference and should provide me with a refund
To: Revdex.com
Re: Response to Complaint ID
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by *** and have begun investigating the claims. Since receiving this complaint, we've attempted to discuss the concerns brought forward by*** but we were unsuccessful in our attempts to reach*** on the primary number listed on the account ***
GHS operates with a high degree of integrity and we value our customers. We take this matter very seriously and will respond in detail once our investigation is complete.
Thank you,
***
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern
I have no recorded messages from***. I still can be reached at ***. I of course am employed so if I don't answer is because I am at work. Please leave a message and I'll call back.
Thank you