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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Trying to get service provided for the past month and no services have been provided.
I have been contacting GHS for the past 4 weeks regarding my front door pad lock malfunctioning. I have spoken to several people including supervisor and was told I would have service provided. Waited for calls but to no avail. Received email a tech would come by sat 11/23 no one showed up nor called. This company has fine print that you are locked in for 5 years. Normally I wouldn't mind but I can't get the services i'm paying for.
I need a technician to replace or fix my front door key pad, sometimes it stays open and other times it locks me out of my house. I am so disgusted with this company, i would like to get out of the contract.
To: Revdex.com
Re: Response to Complaint ID XXXXXX
To Whom It May Concern:
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
Account records show that on Nov 08, 2019 *** called into our customer service department to inform door-lock device was not responding. Our Tech-support department assisted *** with trouble shooting error remotely and determined an onsite service appointment was needed for further diagnosis. *** door-lock device was serviced by GHS on November 29, 2019, during this time, our technician confirmed door-lock needed replacement.The door-lock device was specially ordered to color match and is pending installation, *** has been made aware this.
GHS operates with a high degree of integrity and we value our customers. During the 2 weeks *** patiently waited for an onsite service appointment, GHS provided a month credit to compensate for any undue stress while we worked toward a resolution and to coordinate service appointment.
Thank you for your assistance in this matter.
***
Compliance Manager
***
*** (office)
*** (direct)
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 11/8 to 11/29 I was back and fourth with their phone reps trying to resolve my issue, they kept assuring me a supervisor would call me and send a field tech to go out and replace the key pad, there was no response by GHS till 11/29 which meant my home was not secured accordingly. After multiple calls were made which are on record, I spoke with Director *** on 11/2/19 who also assured the problem would be fixed...I called him and left several voice messages and received no response. *** finally called me and said, he would waive 2 month but I was still charged for the month of Dec. So NO I am not pleased with this company or their integrity to their customers as they claim, response time is terrible. Would love to opt out of this contract.
To: Revdex.com
Re: Response to Complaint Case # ***
We've had the opportunity to discuss the concerns brought forward with *** and have reached a resolution.
GHS Interactive Security, LLC operates with a high degree of integrity. All GHS installed equipment has a manufacturer's warranty against defects. If equipment GHS sells and installs is defective, GHS provides service or replacement at no equipment cost to our valued customers.
After further review of *** account records, we show that on Nov 08, 2019 *** contacted our customer care requesting technical support to service the door lock device located on his front door, he informed device was not responding or receiving signal. Our customer care completed testing remotely that determined an onsite service appointment was needed to further assess equipment, this service was completed on Nov 29, 2019. During that visit, our technician noted that the problematic door lock needed replacement. Our service department placed a special order to color match the finish of lock and successfully replaced the door lock device on Dec 19, 2019 under GHS' warranty.
As an appeasement and consideration of scheduling delays and customer experience, GHS has provided *** a (2) month credit to suffice for time period without use of his front door and lock. Additionally, GHS will also apply in prior credits that have not reflected on ***'s billing.
We apologize to *** for any undue stress or if our service did not meet expectations. As a customer-centric company, GHS takes every opportunity to learn and adjust to the needs of our customers and improve in areas where customer care wasn't at our standard.
Thank you for your assistance in this matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken with their Compliance Dept and have reviewed thpoor service I was getting and agreed it was unacceptable on their part,they assured me better attention in the future a waived an additional 3 month service.
No answer from customer service all day and finally got someone afterhours and they had no solution for the issue with the pannel
My alarm pannel was having connection issues and I couldn't get ahold of my alarm companys customer service all day until 6pm afterhours. They told me they couldnt do anything because I need to upgrade my pannel. I asked to cancel and they wouldnt let me witout paying a 200 fee for early cancelation. But thier product is not working witch is not my fault and they wont fix it.
I just want my alarm pannel to work for the remainder of my contract (4 months)
To: Revdex.com
Re: Response to Complaint ID
To Whom It May Concern:
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
After a careful review of call records and account notes, we show that on Nov 21, 2019 *** called into our customer service department to inform she was receiving a system failure error. Our Tech-support department immediately assisted *** with trouble shooting error and determined an onsite service appointment was needed for further diagnosis. *** was serviced within 48hrs of her request, our technician successfully replaced the necessary components in ***'s panel on November 23, 2019.
GHS operates with a high degree of integrity and we value our customers. We feel our efforts demonstrate that GHS has operated in good faith to address ***'s concern in a timely manner.
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.)
my account is overpaid as a result of continuous billing when there was a credit balance. We requested a refund but was denied without explanation.
We have a $879.78 over payment on our account as of 9/3/19 and requested that it be refunded. I have made several calls to GHS requesting the refund.
we were told to furnish the invoices reflecting we were being billed in error when there should be a credit on the account to secure the refund. We submitted an analysis of the account from first date of service 11/19/15 - 2019 showing how the account was over billed and unaccounted for credits. After submission, we were denied our refund without explanation. We were also denied access to anyone with decision making decision and upper management. My contact was limited to a . *** at (XXX) XXX-XXXX x *** He agreed with the credit balance but states that his superiors stated they would not issue a refund. "Says that was our intent".
The attached letter, invoices and account analysis of charges and payments will explain in detail. We have always paid the account in advance since inception. the analysis revealed that GHS just dropped the credits and billed us again repeatedly. Even after my 9/3/19 letter detailing my account, we received another invoice for monthly service.
The intent was never to pay the account beyond 12/22/19, not beyond. Because of the way GHS managed the account, we have a credit balance generated each year from 2016, 2017, 2018 and 2019.
After reviewing the invoices, we noted that there were times the invoices reflected a reflected a credit and then the credit balance just disappeared. not sure if this was deliberate or accounting problems at GHS.
I have asked for the contact number for someone other than *** (accounting, officers) but denied stating that they do not speak with customers.
we want a refund of all payments beyond 12/22/19..
To: Revdex.com
***
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by our valued customer *** & *** and are actively working toward 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.
Thank you
To: Revdex.com
***
To Whom It May Concern:
We have completed review of the complaint filed by our valued customers, *** and ***.
Since receiving this complaint, we've had the opportunity to discuss the concerns brought forward with ***. *** and reached a collective resolution.
On January 2, 2019, GHS mailed an invoice to ***. ***'s advising a balance of $359.91 was due. In response to this invoice, ***. *** submitted payment for $359.91, ***, dated January 7, 2019 to satisfy the balance due. A 2nd payment of $479.88,***, dated January 10, 2019 was also received calculating an annual payment as ***. *** traditionally paid her monthly fees annually with GHS. Our billing department generated an invoice the following month, February 2019, in error requesting ***. *** make a standard monthly payment of $39.99. ***. *** understood this as a payment owed and submitted a payment of $479.88, check# ***, dated February 9, 2019 for an annual payment.
and also informed she had been dealing with personal family matters at the time. Once ***. *** settled family matters, she pulled her bank statements and created a ledger and found conflict with prior payments and the unintentional over payment in early 2019
On August 14, 2019, ***. *** contacted our customer service to request a refund as she had recently reviewed her bank statements and believed she made an inadvertent over payment on her account. ***. *** informed she did not intend to submit the additional payments made January 10, 2019 and in February 9, 2019. Our billing department initially denied refund request due to invoices never requesting a payment beyond the standard monthly fee of $39.99. GHS Interactive Security, LLC. operates with a high degree of integrity and we take pride in building strong lasting relationships with our customers. ***. *** felt we did not take the time to review the invoices that created cause to consider account was in the rear based on the invoice generated in error in February 2019. We regret this initial interaction that took place and have taken steps to correct our oversight and conveyed our best intentions in resolving matters. GHS has honored to refund ***. *** $799.80, the sum of what was over paid after bringing billing up-to-date.
We value the trust our customers put in our home security system and would like to thank ***. *** for her patience while we worked toward a resolution.
Thank you for your assistance in this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a $799.80 refund of overpaid fees for alarm monitoring from GHS. It was only after we filed a complaint with the Revdex.com that we able to connect with someone that could address the issue.
The experience with GHS was unprofessional and not conducive to good business practices. Every step we made to get the issue resolve before filing the complaint was unsuccessful. After we went back and read GHS' reviews it because evident that the reviews were true based on this experience.
We may have been able to resolve the issue if we were allowed to talk to someone in accounting or management with authority. We were not allowed to talk to anyone other than the person answering the phone. Bad customer relations. To outright deny a refund request after you agree there was an over payment caused by your over billing is not good customer relations or customer service. GHS personnel deliberately shielded us from anyone that possible could have resolved the over payment issue. Here again, bad business practice.
I don't trust GHS with any advance payment of fees. We will only make monthly payments to them by check after being billed. I was asked about using ACH to make electronic payments for their services. My response was NO!. I do not trust them.
The refund check from them was sent by FED-X and deposited. Hopefully the check will clear and they will not stop payment. I shouldn't have this type of concern but their behavior has created financial trust issues.
Thank you Revdex.com for your services and assistance in getting this resolved.
As I stated to the GHS representative, my next step was to contact each of the shareholders and directors about the handling of my account.
I do believe that upper management and shareholders should be made aware of how their business is operating and the attitude of their workers.
The GHS representative states that they are setting up procedure to eliminate these types of billing problems. Fortunate for us, we maintained documentation to support the claim and was able to analyze the account to show how our account was abused. This would have been a perfect opportunity for someone to embezzle funds while continuing to get payments from clients.
This issue is considered resolved. 1/7/2020
Had alarm and ring service in modesto ca.after that I then moved to boise idaho in april 2019 .unable to provide service here but still charge me
I signed up for alarm and ring doorbell service in modesto ca in 2017.in april of 2019 I moved to boise idaho and when I contacted company regarding the move they said I was still under contract and had to keep paying even with all my belongings in storage for a few months .I disagreeded with this but was still forced to pay .I felt they should have at least deferred payment until I had a place of residence .I asked if they had service here and was asured that yes they do .I found a home in the mountain area of boise and contacted them to reinstall their equiment in my new home .This has been going on for months with them unable to establish service for my home yet I am still forced to pay and even wait all day for techs who do not show up or call when they cancel .it is a very draining situations emotionality and financially .all I want is for the service contract to be cancelled and I can find a more realible and trustworthy company .I have contacted them repeatedly and was told I have to buy out my contract even though they are the ones not kerping the agreement to the contract .I am tired of not feeling safe and secure especially when I am away from home so much .please can you help me ?Thank you
Just want contract with this company cancelled
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by, ***. We sincerely apologize for the missed opportunity in updating complaint filed by ***. We have completed a thorough audit and review of complaint.
We show that on April 02, 2019, *** contacted our customer care to inquire about options available in coordinating a system move or transfer. *** informed she was relocating out of State as of April 15, 2019; moving from California to Idaho. Our customer care discussed options in moving service to Idaho, transferring contract liability, current billing and contract term. *** decided to move forward with coordinating move out of state to fulfill the remaining 48-months left in contract. GHS successfully completed system removal on April 13, 2019. Equipment was boxed up and left with *** to pack and ship to Idaho.
In review of account notes, call records, service history and system history, we can confirm that GHS worked diligently and to the best of our ability to support and accommodate ***'s move to Idaho. As of today, GHS has not been successfully in providing adequate service that is supporting ***'s geographical area and signaling hindrance. In light of this, GHS has agreed to honor ***'s request to terminate agreement without penalty and considers agreement satisfied. We will provide a letter of confirm of the cancellation to the ***.
Thank you for your assistance in this matter, we hope this satisfactorily addresses all concerns brought forward by ***
Respectfully
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally thank you so much
Nov 2018, an individual came to my home claiming the company he worked for, GHS merged with monotronics (now brinks).
Individual knew my name, when my alarm was installed and the devise make and model claiming to need to update my system as well as install a ring device as standard service to all its customers. Individual further explained Monotronics (who is now brinks) is the same company as GHS and told me to pull it up on my phone app as proof. I deferred him to meet with my husband later that day which resulted in my husband accepting his credentials and allowing the gentleman to update our system in order to continue to be monitored but locally now. My husband signed his tablet with the knowledge a hard copy of what he signed would be emailed to us at our email on file which never happened even after calling that next week and 2 other times for that hard copy.
In Feb 2019, I then received a bill for $61.60 from Brinks and GHS. I called on several occasion to resolve later to be told sorry our agent misinformed you about our product but we are not Brinks and your locked into a 5 year contract. I appealed formally to *** my assigned customer rep as I was locked into two contracts (GHS and Brinks). In good faith, I requested my pay off from Brinks to cancel my contract ($***) and submitted to GHS in exchange for staying with GHS. My request had been denied despite GHS fraudulent practice of scamming Brinks customers. My next step is to file this complaint with my attorney general's office GHS head quarters in Delaware as despite our due diligence of trying to confirm GHS said identity we were scammed now paying Brinks $64.63/monthly for service they are not rendering and GHS $61.60 whom we are forced to stay with.
Requesting we be released from our contract with GHS immediately with no early termination fee charged and reimbursed my early termination fee to Brinks (monotronics) $***.
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 customers, ***. We take this matter very seriously and we have performed a thorough investigation of the claims outlined in summary. GHS has had the opportunity to discuss claims with *** and would like to provide clarification and proper explanation of the events *** has portrayed.
After a careful review of *** and *** call records, system history and account notes. We show that the ***s decided to proceed with qualification process to obtain our services on February 23, 2019. The ***'s service contract was drafted this very same day and was cc'd to ***'s email address; *** which provided the ***s ownership to read over the terms of agreement within recession period. We have attached a copy of the ***'s GHS agreement and DocuSign Recipient History for your records.
GHS Interactive Security, LLC ("GHS") operates with a high degree of integrity and we have in place 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 addition, our confirmation call also confirms our GHS terms of agreement, financial obligation, GHS equipment scheduled for install, and any agreements made between our sales representative and customer. We completed this call with *** on February 23, 2019 prior to installation. call record and complete script attached for your records.
Following installation, our customer services spoke with the ***s on multiple occasions to address various account inquiries for support. On March 21, 2019, approximately 4 weeks after installation, our customer service completed a warm follow-up call in which the ***s confirmed
that installation and service went well. On May 1, 2019, *** contacted our customer care to report complications with her garage door lift master device. Our tech support identified source of the issue in which *** that lift master device was provided by another company.
====================================
Customer Tech Support Notes:
05/01/2019 6:36 PM MDT ***Technician TECH SUPPORT
- Per notes below
- Spoke to ADC rep *** sts lift master is linked to another ADC acct from a different company
- Spoke to ***-*** sts she use to have ***tronics/Brinks & its possibly still linked w/ them
- Advised cust to call *** to delete lift master & garage doors so we can add to system; cust agreed
- Cust will cb later once deleted
05/01/2019 9:58 AM MDT 2812491 Administrative
Tech Support Follow up
-Verified w/ ***
-*** cld regarding lift master, they are not able to open/close from anywhere in the country like they used to . lift master serial # ***
======================================
This interaction further supported the ***s' knowledge of GHS being a complete separate company from their previous security provider, Brinks ***. After remote trouble shooting, our tech support determined that an onsite service appointment was needed to fix device, our technician successfully fixed the ***'s left master garage control device on June 15, 2019.
On July 3 2019, *** contacted our customer service to inform they were selling their home and inquired about options available in cancelling services as they felt services were no longer needed. Our customer care went over the terms of the ***'s GHS service agreement with financial commitment and discussed alternative options available in completing a system move or transfer of liability to potential home buyers of current property. The ***s were not accepting of the proposed options presented to them and responded to GHS with allegations of being deceived by our sales representative who completed initial set-up of service. The ***s' stated that the sales representative lead them to believe we were affiliated with Brinks ***tronics Security. It was at this time that GHS first learned of the ***'s financial obligation to their previous provider, approximately 5 months after initial set-up and install. We requested supporting documentation of the ***s financial obligations (Copy of agreement and final invoice). We received a picture copy of a
final invoice calculating $***. Our customer care management team reviewed the request and determined that the ***s were not being completely forth right in communicating their financial obligations held with previous provider prior to GHS service and installation. Due to the exceeding balance not being within our company's financial means, the confirmation call completed prior to installation and the additional conversations held with the ***s confirming their knowledge and understanding of the separate companies resulted in the denial of their buyout request.
GHS Interactive Security, LLC is committed to excellent customer service. Providing a consumer false information or misrepresenting a relationship with a consumers existing Alarm Company in any part of the qualification, sale or installation process is not condoned by any employee or representative of our organization. We feel our efforts demonstrate that GHS has operated in good faith to verify if the ***s had any contractual obligations prior to our service and worked diligently to address concerns as they were brought to our attention. GHS has invested a significant amount of money to add the ***'s as a valued customers. If the ***'s contract with GHS is canceled, we will not only lose the investment of labor cost, sales commissions and but also the ability to recoup our investment through the ***'s monthly payments over the remaining term of their agreement @$54.99 per month. Although we do not wish to lose the ***'s as valued customers, we will honor the request to cancel the agreement to which we are mutually bound with the condition that they pay the remaining 48 months owed on her initial 60-month contract and GHS will apply a 20% discount off payment received in full. Alternately, If *** would like to reconcile with GHS, GHS will assist with a portion (35% of $***) of the contractual obligation they hold with *** Brinks.
Thank you for your assistance in this matter. We hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
On 3/21 2018 we entered into a contractual agreement with the above company. On January 2019 our alarm began to intermittenly go off dauring the dand and night. We contacted GHS and they sent out a tech to correct the issue with the alarm. They charged a service fee and that was okay. However, several weeks later the same issue began to occur. We then called GHS out a second time to resolve the issue. We were again charged a service fee which we paid. Only 2 weeks later we again expeirenced the same issue which we paid for two times to fix. We called GHS a third time to repair the issue and at that point they said we would need to UPGRADE the system. When the service tech was finished, they called while he was still in the driveway asking how we would like to pay for the service call. Thinking they had FINALLY REPAIRED IT we again paid for the work. ONE DAY LATER the alarm began to fire off every 2 minutes DAY AND NIGHT. I finally had to duct tape pillows over the keypad so we could sleep. This was AFTER WE TURNED ALL THE ALARM VOLUMES DOWN and it still was too loud. I called the "customer care" dept. and was told the tech was not available but that he would contact me within 24hrs. 5 days later, after we still had not received a call, my wife called,":customer care" and was told that she would get a call back from the tech within 24hrs. We waited 7 days and still had not received a call. At that point we had no other choice but to have the system replaced by another alarm company. I sent a letter to GHS to appeal the 991.00 early cancellation penalty and explained my reasons. Last week I received a call from GHS and told that I was responsible for th early cancellation. I tried over and over to explain the them that after charging us several times to repair resolve the issue it only got worse. I then tried to explain how we tried to resolve the issue through "customer care" and they SIMPLY DID NOT CALL US BACK AFTER TWO WEEKS. ALL THAT TIME THIS ALARM WAS STILL GOING OFF EVERY TWO MINUTES.
Product_Or_Service: ALARM
Billing Adjustment I have tried my very best to resolve this issue by explaining my reasons for the early cancellation.It was only because they simply defaulted contractually by: 1) failing to resolve the issue after repeated attempts and still charging me and 2) They simply DID NOT CALL US BACK AFTER REPEATED REQUESTS FOR SERVICE. I am continuing to pay the 47.00 per mo fee ( even though we are no longer with the company, to prevent any damage to my good credit.
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 our valued customer *** and are actively working toward 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.
Thank you,
***
Compliance Manager
GHS Interactive Security LLC
You said to let you know if this issue has been resolved and IT HAS NOT BEEN RESOLVED. I am still receiving invoices even though I explained the reason we had to cancel. THEIR ALARM KEPT GOING OFF----THE SENT TECHS TO FIX IT AND CHARGED ME SEVERAL TIMES AND IT STILL CONTINUED TO GO OFF DAY AND NIGHT ( IT WAS QUITE MADDENING)--WE CALLED REPEATEDLY AND THEY SIMPLY WOULD NOT RETURN OUR CALLS. I AM PAYING THE MONTHLY INVOICE ONLY BECAUSE WE DON 'T WANT OUR CREDIT HURT BY THESE CROOKS . IT IS NOT RIGHT NOR HONEST AND AS A PASTOR I HOPE AND PRAY THAT MAYBE YOU CAN HELP US RESOLVE THIS ISSUE,
thank you
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 take this matter seriously and we have performed a thorough audit and review of the claims outlined in summary. We sincerely apologize for the missed opportunity in updating complaint filed by ***. We have contacted *** to discuss these concerns and have reached a collective resolution in terminating account and service for ***.
We regret the initial experience *** had with our company. We are a company that is focused in developing customer-centric decisions and maintaining transparency 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 providing GHS and opportunity to service him and for supporting our business and product. In closing, GHS has agreed to cease billing and considers contract as satisfied.
Thank you for your assistance in this matter, we hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
YES I AM SATISFIED.
THANK YOU VERY MUCH!
The system has repeatedly sent false alarm to the Tucson Police department. the master bedroom sensor battery has been changed three times in a year and still continues not to allow us to set the alarm without opening and closing the window several times. I have called and requested our service be discontinued. Due to the faulty equipment. We no longer feel safe and protected by the service.
We no longer with to do busy with this company. Active breach of contract on your behave. The product (alarm) is faulty and sent several false alarms to the police. The master bedroom sensor repeatedly has been changed, due to the malfunction. The product (alarm and sensor) does not do what is supposed to do. According to the Competition and Consumer Protection Commission I am entitled to have from a shop or retailer that the product be of acceptable quality, as described and fit for its purpose. On several occasions I contacted GHS about the problems and there was no resolution.
To: Revdex.com
Re: Response to Complaint Case #***
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
GHS worked diligently in attempting to resolve each individual concern and issue regarding account or system complications as they were brought to our attention - we have recorded calls and written notes demonstrating this. After a careful review of call recordings and account notes, we show that on August 8, 2019 *** contacted our customer care to report complications with (2) of her door sensors that had caused several false alarms. To properly assess these reported issues, our customer care department offered to schedule an onsite service appointment that would require the standard $35 service trip fee included in the extended warranty written in service agreement. *** declined us the opportunity to properly service equipment to resolve the issues brought forth. Attached system note history.
GHS has invested a significant amount of money to add *** as a valued customer. Although we do not wish to lose *** as a valued customer, we will honor her request to cancel the agreement to which we are mutually bound with the condition that she pay the remaining 17 months owed on her 36-month contract. Once these monies are received in full, GHS will consider the contract to be satisfied.
As an appeasement and consideration of ***'s hardship, GHS would like to offer an alternative option: GHS will waive the service trip fee and will replace (1) non-GHS sensors with (1) warrantied GHS sensors at no cost. All other sensors sold or installed by GHS may be replaced under GHS warranty.
GHS will always strive to accommodate and meet the needs for our valued customers. We feel our efforts demonstrate that GHS has operated in good faith to address ***' account concerns. Thank you for your assistance in this matter.
***
Customer Care
GHS Interactive Security LLC
Never stated that I would need to apply for a loan and they did to buy equipment that I already had from my alarm company at the time. It made no sense for me to apply for a loan if I already had equipment I paid for with my other company and what are they charging me for they used the same equipment I had they did not replace anything just added cameras that I told the rep I already had and received that same day tech broke my panel from the other alarm company. Received emails from loan company stating that I never signed the contract for my loan. Called the company and stated by a rep that it was e-signed which I never did. Cameras are no longer working and I am stuck with a 7 year contract plus the loan shows charged off on my credit. Have called both companies both throw the ball at each other stating that I have to contact the other because they can't help me. I know a lot of my neighbors are not satisfied with the company either. I really regret joining this company.
Installation of home alarm system not completed.
Problem date and purchase date 12/05/2018. Sales Rep. *** the first tech. $69.27 a month automatic draft from bank account. They had scheduled a tech, missed a day of work and tech never showed up. On October 8, 2019, a tech arrived ( *** only thing that he did was secure the guest house which was never connected nor monitored, He did mention that the cameras *** installed were not compatible to the DVR, that explains why the cameras *** installed were showing on the screen black and white. He also stated that the camera that was installed in the entrance of the house was never connected cause there was not a place to connect it on the DVR. Have emailed *** with GHS on October 8 and has not responded. My pevious Case #***.
Refund and end the contract, so I can get the previous alarm set the way it was originally working.
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 Interactive Security, LLC completed a thorough audit and review of complaint and shortly after receiving complaint, our customer care team spoke with ***, unfortunately during this time, our customer care and *** were unable to reach a collective resolution.
GHS Interactive Security, LLC operates with a high degree of integrity. For every potential new customer, GHS completes a confirmation call on a recorded line in which we confirm customer's monthly financial obligation, terms on our agreement, items discussed & agreed with our sales team member, and items scheduled for installation. All GHS installed equipment has a manufacturer's warranty against defects. If equipment GHS sells and installs is defective, GHS provides service or replacement at no equipment cost to our valued customers. There is no warranty for equipment not sold and installed by GHS. GHS does not have the ability to know the age of equipment installed by another company nor can we verify it is in proper working order, as our technicians are trained on the GHS Authorized equipment product line and not every product line in the industry. Additionally, GHS does not charge our standard $35 trip fee for the first 90 days after installation of GHS equipment. This is to allow our customers an adjustment period to learn to use the alarm and also to account for any potential manufacturing defects in equipment that may come to light.
GHS installed an alarm system in *** home December 18, 2018. Account records show that on May 06, 2019, approximately 5 months after install, *** contacted our customer care to inform that original installation was incomplete as the technician never connected a motion detector documented as a preexisting component. A service appointment was scheduled for May 17, 2019, then rescheduled per *** request for May 20, 2019 to assess equipment onsite. GHS waived the trip fee as a courtesy - However, due to an unforeseen scheduling conflict, our tech missed the service appointment and did not show as scheduled. We regret the error made and the undue stress it caused *** at the time. GHS made efforts to reconcile by crediting *** for 1 month of service. GHS continued our efforts to re-schedule the missed service appointment with *** but *** schedule would not permit taking time off again to meet with technician and he felt our customer care appeasement of 1 month credit did not suffice.
*** again contacted our customer care on October 04, 2019 to discuss the unresolved issues regarding system set-up. GHS scheduled a tech for October 08, 2019 to assess equipment onsite and we again waived the trip charge as a courtesy. During that visit, our technician noted that the motion sensors described actually were surveillance cameras and that the cameras were not sold or installed by GHS - however, at ***' request, our tech successfully connected some of the functional non-GHS cameras but recommended that *** would need a wifi-extender for optimal signal quality or re-run wiring which can be costly. Our technician was also able to service *** patio bedroom sensor and front room sensor.
In review of *** billing history notes, we show that *** questioned monthly rate shortly after installation. *** signed service agreement for $63.99 per month - However, our confirmation call verified a monthly rate of $52.99 per month. As an appeasement and consideration of *** dissatisfaction with service, GHS will honor the verified $52.99 monthly payment and will credit the $11 difference that has been paid each month, totaling a credit of $132.00. GHS will apply credit to account and offset past due balance to match updated monthly rate. We ask that *** contact our Billing support team to apply amendments to current billing ledger. We feel our efforts demonstrated that GHS worked to address system concerns and complications as they were brought to our attention. If *** would like to proceed with cancellation, please let us know and we will send him a final statement to close out his account.
Thank you for your assistance in this matter. We hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
Called to cancel service, given instructions on how, followed through. Still being billed, told later still under renewing contract until June.
I signed up for GHS security years ago, however with more cost effective alternatives now available, my wife and I decided to explore other options.
I called GHS to learn about the process on canceling the service in August, when I was instructed by a customer service rep on how to send in a letter to discontinue the monitoring service. They also advised that, since I owned the equipment, I could go ahead and throw it away once we were no longer using it. Thinking this was done, I followed their instructions, discontinued service via letter, and disposed of the equipment.
I noticed in October that I was still being billed. I called to find out why, only to be informed that the original contract that was signed years ago had a renewal clause, stating that the contract would be renewed annually unless notified otherwise prior to the renewal date. There was no communication regarding the pending renewal, nor was this mentioned when I spoke with the customer service rep.
If I had known that I was still under contract until next June, I wouldn't have canceled service and disregarded the equipment. Now I'm stuck with an additional monthly payment of $65/month for the next year, plus monitoring fees with our new security service, because someone at GHS didn't share pertinent information in our phone call about changing services.
This feels like deceptive trade practices.
Primarily, I just want to discontinue being billed for this service that I am unable to utilize based on misinformation from the customer service rep. If there is an opportunity be refunded for the months I've already been billed since canceling the service, that would be ideal.
To: Revdex.com
Re: Response to Complaint Case # ***
We have completed our review of the complaint filed by our valued customer ***. Since receiving this complaint, we've had the opportunity to discuss the concerns brought forth by *** and have reached a collective resolution.
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. *** called into our customer care to discuss his options in terminating services for his residence. During this time, we were able to provide instruction on how to submit written notice to our corporate headquarters and additionally proposed alternative options in keeping services, though *** politely declined those alternatives. Our 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. *** felt our customer care did not take the time to reiterate these terms during his cancellation request. After a careful review of these interactions, we believe *** had the best intentions in providing proper notice of cancellation based on the information provided to him at that time.
GHS has honored *** request to terminate services and considers ***' 36 month initial term as satisfied. We would like to thank *** for his services.
Thank you for your assistance in this matter
***
Customer Care
GHS Interactive Security LLC
This has been resolved. Compliance Manager *** reached out, explained the situation, provided useful background information, and ultimately discontinued the contract based on the miscommunications that took place.
I cancelled my account in August, Via mailed letter. email and by ph, they continue to call to and bill me for services not provided.
The account was cancelled in August, I emailed and sent a letter viA USPS to the address in CA listed to cancel contract as well. GHS has an employee call me stating that he received a cancellation notification,then proceeded to tell me he did not receive a cancellation notice and that my account and that they would continue to bill for another year. ***-XXXXX also stated that they had not spoken to me since June of 2018- which is a complete LIE. I moved in September of 2018- so you spoke to me then, they also spoke to me 8 months ago when they DECLINED to repair the faulty equipment installed at my new home, sited that I need to pay for a service that NEVER worked. I waited and paid you guys every month for the last 12 months for a service that was NOT provided to me due to faulty installation and equipment. I also spoke with them in August of 2018 when I cancelled the account, via Letter, emails and by phone, yet they conveniently have none of this recorded. Now they are attempting to fraudulently retain my business against my will. I have fulfilled my end of the contract, unfortunately I am unable to same the same for your company.
The resolution I am seeking is for the account to be cancelled and billing to be corrected to reflect the August 2019 cancellation.
Document Attached
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response only due to GHS has agreeing to cancel the contract and declaring it as paid in full and satisfied.
Equipment not provided per contract request cancellation part of system installed 08-26 as of 10-2-19 No response from GHS
On 08-26 GHS installed Security panel/motion dect. On 3 doors -which one door detector does not work, including in the installation was to install 4cctv cameras 2tb memory translator, key fob door lock. I made a payment at installation on 08-26-19 payment on 09-05-19 and now 10-02-19 recurring payment sent. Have called cust.srv 4 times on 09-19left msg. On the automatic return line did not get a return call- talked to *** 0n 09-23 explain to her did not recv.call back from 09-19 and no one had came to install equipment. I requested to cancel the service. She said Service Mrg. Would have to do that and they would call me back. Called on 09-30 left my #@ 1:05PM .REC'D call back on 10-02 @ 3pm from Customer service *** explained how upset I was and I still did not the service per the contract and I would like to cancel the service. She could not cancel the service only the service mgr. Could do that. I don't know where to go from here. I drop adt because of their promotion to install cameras and new door lock. This company did false advertising also. I do not want to to do business with them I do not trust them. (I'M On my tablet and don't know how to send a copy of the contract.. can I mail it)......
Cancel this contract because they did not honor their promotion and they did fix the problem and they do not return calls to the customer
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 account records, we show that GHS honored ***'s request to terminate GHS agreement after confirming install was not completed within appropriate time frame. ***'s billing ledger shows the $*** finance loan of equipment and installation cost was credited back to GreenSky finance on Nov 30, 2019. GHS will ensure GreenSky finance reflects this. ***'s billing has ceased and no payments have been collected since cancel request.
Screenshot of ledger in attachment
We regret the initial experience *** had with our company and apologize for any undue stress this may have caused. We are a company that holds ourselves to a high degree of integrity and is 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
Dec.20,2018, a man came to our door telling us how he could help with a cheaper phone service. Conversation quickly turned to Security Alarms. We bought the Health Security. He placed the unit on our wall. He spoke with someone on the phone to verify it was working. He then said he had to leave to pick up a young son from school. He said he would be back to set up magnets and show us how to use it. He never came back. He left the magnets and no information or the contract for us. We did not know who the company was.
Made the 1st payment. Then in Jan. they took out the next payment. I had my bank put a stop payment on paying this company. A man called and asked about payment. He called back and said someone would get in touch with me within the hour. Nobody contacted us. March 18, 2019, I sent an email wanting to return the product. March 29th I received an email from C.C. of GHSsecurity. He stated he would be the contact for this situation. He did not follow up. I included his name in all my emails. This is when I knew of the 2 names of the companies: GHS and Alarm.com. Months later I got another call about payment. I told him I wanted to return the unit and I did not want it. I then got a call from another man for the billing. He was rude, said the address is on the bill.
I tried to get the alarm off the wall and didn't know-how. It made a terribly loud noise. We have a severely autistic boy who lives with us who cannot tolerate the sound. I put the cover back on. I got another call about billing from B.B. and threatened to turn me over to collection after I told him I did not want this product that I cannot use or want to pay for it.
He said we offered to have someone come over. We were both rude to each other. I sent him an email on 9/5/2019 asking for a copy of the contract that I never had in my possession an explained the situation. I have the emails I sent with several of their emails attached. This process was totally unacceptable and lacked any respect.
Product_Or_Service: Safety medical Alarm
Order_Number: XXXXXX
Account_Number: XXXXXX
Billing Adjustment Cancellation of all payments and to be able to return their product. A Voided contract.
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 *** 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,
***
Compliance Manager
GHS Interactive Security LLC
***
***
*** (office)
(The consumer indicated he/she DID NOT accept the response from the business.)
It has no conclusion, just a reply of looking in to the case.
Oct 14, 2019
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
We have reviewed the complaint filed by our valued customers *** and *** and completed our investigation of events recorded.
It is very important that GHS provide clarification and a proper explanation of the events . and s. *** portrayed to be disregarded by our company. Since receiving this complaint, we have made an attempt to discuss the concerns brought forward by . and s. *** but we were unsuccessful in our attempt to reach them on the primary number listed on his account (XXXXXXXXXX).
GHS Operates with a high degree of integrity and we have in place 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 our terms, customer's financial responsibility, equipment scheduled to be installed and the details of any contractual obligation our customers may hold and our customer's responsibility in canceling any such obligation. As a Customer-centric company, GHS takes these steps to ensure full transparency during our sale and account set-up to avoid any miscommunication between our sales representatives and customer. The *** completed this call with our corporate office on December 20, 2018 and answered each question with knowledge and understanding of our GHS terms and services. Complete script is attached and call record available at request.
After a careful review of system interactions, including a full review of call recordings and account notes, GHS determined that the ***'s installation on December 20, 2018 was completed - we have system history reports and account notes demonstrating this.
We feel all of our efforts clearly demonstrate that GHS has operated in good faith to address each concern from the *** as it has come to our attention. We are a company that take every opportunity to learn and adjust to the needs of our customers and would like to reconcile account with the ***.
Thank you for your assistance in this matter.
***
Customer Care
GHS Interactive Security LLC
XXXXX ***
*** XXXXX
*** (office)
Predatory practices! The people I talked with over a 6 week period was: ***, and ***. They had me send medical papers just to tag it along
I gave this business a chance to resolve it. We had moved my my into assisted living and they wouldn't break her contract. She had had brinks installed in 2015 and in 2017 they sold her ANOTHER system in 2017 with a 3 year contract. PREDATORY PRACTICES! She is 86 years old and was scammed! They would not break the contract nor refund her for the previous 22months and told me to get a lawyer
Total refund for all monies paid and cancellation of contract. This company should be held accountable for their actions!
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. 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,
***
Compliance Manager
GHS Interactive Security LLC
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was rectified or corrected. No cancellation of contract, No refund. No documentation Bad business practices!
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by, ***. We sincerely apologize for the missed opportunity in updating complaint filed by . ***. We are currently unable to locate . *** or . ***'s mother's account in our system based on the information provided.
***
Details: "Predatory practices! The people I talked with over a 6 week period was: ***. They had me send medical papers just to tag it along
I gave this business a chance to resolve it. We had moved my my into assisted living and they wouldn't break her contract. She had had brinks installed in 2015 and in 2017 they sold her ANOTHER system in 2017 with a 3 year contract. PREDATORY PRACTICES! She is 86 years old and was scammed! They would not break the contract nor refund her for the previous 22months and told me to get a lawyer"
We take this matter very seriously and have include case in our current audit. We have left voicemail on phone number provided (*** ) and sent email as an additional point of contact.
Thank you for your assistance in this matter. You have GHS' full cooperation to resolve matters outlined in complaint summary. If concerns have been addressed internally, please update us.
Respectfully
(The consumer indicated he/she DID NOT accept the response from the business.)
They say they cannot find the account # on my moms account. I don't have that information currently, But her name is ***. They sold here an alarm system while she already had Brinks alarm system. To me this is unethical and should not need any further information. I just don't want this to happen to someone else. Thank you!
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
Thank you for forwarding us the complaint brought forth by, ***. We take this matter very seriously and we have performed a thorough audit and review of the claims outlined in summary. We have completed our investigation of events and statements submitted by *** and have located an account under *** based on the information submitted in complaint:
ADDRESS:***
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 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 and 3 day rescission period, GHS forbids same day installations with our senior citizens and requires a minimum 24 hrs. to pass before 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, 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 and acknowledged full understanding of our GHS terms.. ***'s conveyed specific reasons for choosing GHS and that she was not satisfied with the system set-up under previous provider. During this time, there was no indication for GHS to further question . ***'s understanding and made a conscious decision to move forward with installation. call records available at account holder's request.
In review of . ***'s recent account notes and call records surrounding cancellation request, we show that the account contact has been directed toward her daughter ***. GHS has requested supporting documentation to complete proper assessment of hardship to determine what amendments can be made to accommodate . ***'s current circumstances. GHS has not received any documents to date. We have reached out to *** and are looking forward to reaching collective resolution.
Thank you for your assistance in this matter.
Respectfully
They are very bad at communicating. I had to pay for another full year of service because I was not informed that I had to give written notice in advance and had to receive a confirmation call from a representative or contract would be renewed for another year. I asked that even if I had to pay, I needed it to be deactivated because I wouldn't be living there anymore. They did not tell me that I had to call every 30 days to keep it deactivated, so I would be responsible if there was a false alarm. I only found out because I received an email about a power outage.
my panel since they installed it has not been working and keep on saying batteries are law.
I called several times to resolve the problem. at first they send me a technician and changed the battery. right after he left it start saying the same thing," battery is low". I called the technician right away and several times even after that and he never reply to me. I was busy with family problem and was unable to contact and to resolve the problem. I think 6 -8 month passed by without contacting them and thinking they will call me back. At the end of August I called to resolve the problem, they send me another technician to come and look at it. When he arrived I told him what had happen with the other technician they send before him. the technician changed the battery again and he said to give him a call if it start to show low battery again. The next day after he left it shows low battery and I called him and talk to him, his name is ***, he said he have to order some part that need to be replaced. they called me and told me he is coming to replace it on labor day (September 2, 2019). I called him personally and ask him if he is working on Labor day. he said its a miss understanding and he will come the next day which is September 3rd to install the part. I waited on September 3rd till 2:00 pm, no one showed to my house. The appointment suppose to be from XX:XX-XX:XX pm. When I called the technician about 12:30 he told me that other technician picked up the part and he suppose to be on his way to my house but, he said he will call the company so they could call and talk to me. they called me and the customer service I talk to told me that they don't have the part that they order and that is why the technician did not come to my house. she asked if they can reschedule it on Wednesday September 4. I said I am unable to meet that day, so we went ahead and schedule it for Thursday for September 5. before I hung up the phone I told the customer service representative That I am not happy with the service I am getting at this point, at least some one could have called and let me know that they could not come to the appointment time because of delay on the part and need to reschedule, pulse what the technical told me earlier and what she is telling me right now is completely different stories. The technician said other technician picked up the part and the customer service representative telling me that the part did not delivered to them. On Thursday*** came home he changed the part he brought with him and did not work out. before he came in the house the panel is on working, the only problem is that it is blinking low battery and shows the problem where the locations are. I was able to know when people open door, I can arm and disarm my alarm. by the time he finished replacing the part, the panel is off and unable to use it at all. he said they will call us in order to go what needs to be done. No one called that day, I called the next day. I have explained the customer service representative her name is ***, she said she is going to work with me to resolve the issue. I told her that I am to the point where I want to break my contract and I would not be responsible for breaking my contract because I have been very patient with them and try to deal the problem but all I get is the runaround from GHS not to solve the problem. I have been a customer with them since October 20, 2016. they new all the time it is not working as it should be. one time they even gave me one month free because of the service is not working as it should be. I have been paying my monthly payment for the service that don't work, and know they want me to pay $108.25 to replace the wires. I said I have been paying enough for the service that is not working. I should not be responsible to replace those wires. the manager came on line and said, let's get a third opinion and I will send the technician with a new panel to change and see if that fix the problem. on September 6, 2019 another technician came to my house with out the panel.
All I want from the GHS at this point is to get me off from their contract so I would not be responsible for breaking the contract earl. I can not deal with the way they treat me and respond to my needs. all I want from GHS is to let me go ahead and get other security system. At this point I do not to wish to continue with this company. They don't value customer, don't know how to talk to customers, they say something and do other thing.
To: Revdex.com
***
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
End of the contract for my in-laws GHS security contract. Tried to call multiple times to cancel, sent in by mail the written notice to cancel
1 year ago tried to cancel services with GHS they claim they lost the letter. Tried calling multiple times and they will not cancel. The super fine print says they will automatically renew me for 1 year without my consent which is a scam. Their customer support is rude and unwilling to help. Request documentation and they denied me. Not once have I given them consent to continue my contract or auto enroll me into another contract. What is the point of a contract at this point?
I want the account cancelled out as signed for in the contract with no further payments or service going further.
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. 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,
***
Compliance Manager
GHS Interactive Security LLC
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same answer I have received 3 times now twice on my own and now once through here. The other 2 times I have not received a response back and that response was a month ago. The first time was 2 months ago via the phone. It is not right to have to go through all these hoops to cancel a service.
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, ***. We take this matter very seriously and we have performed a thorough audit and review of the claims outlined in summary. We have completed our investigation of events and statements submitted by ***. We sincerely apologize for the missed opportunity in updating complaint filed by *** have located an account under *** and *** based on the information submitted in complaint:
ADDRESS: ***
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 customers . and ***. *** entered and in compliance with CA Business and Professions Code and Federal Regulations for automatic renewals. Description of terms can be referenced on the front of the contract 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 the *** contract commencement date, annual renewal cycled August 19, 2019. Our call records show that we provided ***. *** clear direction in how to terminate service should she opt to do so - we have written notes and recorded calls supporting this.
=======================================
***
04/11/2019 10:16 AM MDT 2748763 Administrative RETENTION
- Called primary, no answer, LVM.
- Called (Blocked information), spoke with ***, per cancel request. Customer states she wants to cancel because cameras are still not working and no longer wants service.
- Advised account continues until 9/19/2019, RTC is needed to block renewal, emailed instructions to (Blocked information)
- Advised customer to call back if any further questions.
--======================================
GHS installed an alarm system in the *** home September 16, 2016. Equipment provided was itemized on agreement and also verbally verified during onboarding call on the day of installation. GHS confirmed no surveillance equipment was installed or provided by GHS. There is no warranty for equipment not sold and installed by GHS. GHS does not have the ability to know the age of equipment installed by another company nor can we verify it is in proper working order, as our technicians are trained on the GHS Authorized equipment product line and not every product line in the industry - However, GHS still offered to complete a service appointment to address issues with the *** cameras but they declined due to not wanting to pay our standard $35 service trip fee.
Our customer care has progressively discussed account concerns with the ***. After a careful review of call recordings and account notes, GHS also determined that our customer's cancellation request was orchestrated by another alarm company and a sales representative identifying himself as ***e ***, ***. *** confirmed this with our customer care department. In efforts to respect our customer's account privacy. GHS has contacted the *** directly to reach a collective resolution.
Thank you for your assistance in this matter.
I entered a contract for home security system for 3 years. Successfully fulfilled the 3 year contact to only be told I had to do another year.
In August 2016, I signed on with GHS Security for home monitoring services. I was initially told my contract was for 2 years to only discover later it was for 3. My contact was successfully fulfilled on August 22, 2019.
I contacted the office on July 9th inquiring about terminating my services and was informed that my contact will expire on August 22nd, 2019 and have to call back in August and they would gladly do so. On August 27th I contacted customer services to provide notice to termination. The customer services representative Brice indicated that a customer services representative would need to call be back to handle the matter. I was informed that I need to give a 30 day notice at which time I agreed. On August 29th I called again into customer services due to no returned call from a representative. I was informed that I had to provide a written notice of termination 30 days "prior" to the contract expiring in August thus I'm automatically enrolled for another 1 year of services. I was told it's in the contract and there's nothing that can be done. In addition, the representative said the only thing he could offer is another package deal at a lower price.
No further services obligation for the additional 1 year. Because attempts were made in July and within the 30 day prior per the contract and was told I was unable to terminated do so until August which I attempted to do but was denied and FORCED into another year of service.
To: Revdex.com
Re: Response to Complaint ID XXXXXX
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,
***
Compliance Manager
GHS Interactive Security LLC
***
*** (office)
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today, I have yet to hear from any person of their management team. I will wait patiently to get a resolution to this matter.
However, I wanted noted for the record my concerns how in July I made contact to get this resolved, again in August once the contract concluded. This is an example in-part of my compliant.
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, ***. We have performed a thorough audit and review of the claims outlined in summary and sincerely apologize for the missed opportunity in updating complaint to reflect our records.
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 *** and *** 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 ***'s contract commencement date, annual renewal cycled July 22, 2019. Our call records show that *** called our customer care on August 26, 2019 requesting to cancel services for the residence on ***; this was (1) month into renewal term.
=====================================================
***
Retention Department CANCEL REQUEST - Follow up needed
Name of caller: ***
Best time to call: any
Reason for cancelling: She was not happy with service in the past
---------------------------------------------------------------------
Our cancellation department spoke with *** on August 29, 2019:
***
08/29/2019 6:23 PM MDT 3146749 Administrative RETENTION
- Spoke with ***, per cancel request. Customer did not want to provider reason for cancelling just that term is over and no longer wants service.
- Urged for customer to continue with services and informed we can offer lower rate.
- Customer not happy with renewal. Advised we called earlier in the year to discuss account but did not get a call back.
- Covered agreement, account in renewal term, EOT 8/22/2020, obligation to fulfill & to cancel the remaining balance has to be paid off.
- Customer informed she will seek legal advice and disconnected call.
=====================================================
GHS received formal written notice on September 3, 2019 with US postal mark date of 8/30/2019. *** Letter attached for review.
Although we do not wish to lose *** as a valued customer, GHS will honor the request to cancel the agreement. ***'s account shows an accumulative past due balance since August of 2019. Since system has not been in use since that time period, GHS will off write the past due balance on the account and considers August 2019 payment sufficient to fulfill the 30-day courtesy notices. Billing has ceased and contract is considered satisfied. We would like to thank *** and *** for supporting our business and product.
Thank you for your assistance in this matter. We hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
At the time of signing the contract the salesman told us it was a 3 year contract and that we could cancel the Video monitoring at any point.
We called to cancel our service at the 3 year mark to learn that when the salesman was filling out the contract he selected the 5 yr term.
When they wouldn't allow us to cancel we asked about the optional monthly video monitoring fee and they said there is no such thing. So the salesman lied to us on two separate issues and the company refuses to come to any kind of middle ground.
We desire for them to willfully terminate the current contract with zero fees or penalties.
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 will respond in detail once our investigation is complete.
Thank you,
***
Compliance ***
GHS Interactive Security LLC
I called to cancel service from GHS in July 2018. I was told my contract was not up until July 2019 and to call back then. I called today, August 13, 2019 and was told my contract was up in December 2018 and that my contract auto renewed for another year. I was told I will have to follow through with paying for the rest of the year even though I was given false information from customer service in 2018. Of course I do not want to pay for services I no longer want, especially when I did not sign a renewal contract. GHS has the worst customer service and if you wish to speak to someone, you have to wait all day for a call back. I just want them to honor what they told me last year and cancel my services. I held out for the full 3 year contract. If customer service would have said my contract was over in December 2018 and to call back then, I would have done that. I feel like they gave me false information in order to trap me into another year of payments!!!
Product_Or_Service: Alarm system
Other (requires explanation) Cancellation of services.
August 18, 2019
To: Revdex.com
Re: Response to ***
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 will respond in detail once our investigation is complete.
Thank you,
***
***
GHS Interactive Security LLC