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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Address change never done
On Oct 25, 2019 GHS moved my security system from one home to our new home in a different town. I provided the new address as a change of address and for them to find my new home. The system was moved and installed. I contacted them on another date with an issue and realized they still had my old address so again they updated it. The 3rd time I needed someone to come and fix the monitor on the patio door and again found out that they still had the old address so they changed it again. I was told that someone isn't confirming it after they change it. So I thought it was fixed. Then on June 2, 2019 my daughter set the alarm off. Normally they contact us through the system in our home, we give the password and say all is well. That never happened. So they tried to contact me but I was out of state, then the police called and left a message so I called back after I realized something was going on. When speaking with the PD I realized it was the *** PD and I don't live in *** anymore so I asked what address the cops were headed to. She gave me our old address! I said we don't live there anymore please don't send them. So again I contact GHS to change the address and try to get some satisfaction. I asked for a supervisor since the people that answer the phones didn't seem to be able to help. I told the sup they have had 3 times to get my address right and for 8 months I have paid for a service that has not been of any benefit to me. If this had really been an intrusion who knows what would have happened. This sup said he would get back to me with what he could do, he never followed up. So I followed up not once or twice but more than a dozen times now. I want my contract ended and the best he offered me was 2 free months for 8 months I paid! They broke the contract way back and I want out of this. I have now asked for this guys supervisor and guess what! Same game! She Never has returned a call. She says he has, but I have nothing on my phone from her no message not the phone number they call from, nothing!! This business is a sham!! The collect money and do not provide good service. Also, I have had my system say arming stay then system disarmed and I have not done it! So who is? I have also received messages that say my system is back up and running and I never knew it was down!! I do not feel safe with this company at all!! I just want out!! They can have their equipment back I dont need it!
I want the contract ended simple as that.
August 25, 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 immediately began investigating the claims. Since receiving this complaint, we've recently attempted to discuss the concerns brought forward by *** but we were unsuccessful in our attempts to reach *** on the primary number listed on her 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,
***
***
GHS Interactive Security LLC
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a response from ***. The situation has been completely resolved to my satisfaction. I have been released from the contract and am pleased with the actions that have been taken. Thank you for helping me with this situation.
I no longer use this service
I have sold and moved out of the house that this service was installed, in 2/19. I also moved out of the state where this service was installed and now rent, so I cannot have this service installed where I live now. I have asked GHS Security to cancel this account as of 4/19 due to job relocation of my partner, But they continue to send me a monthly invoice. The account # associated with this account is ***, and the monthly payment is $57.99. I don't think I should pay for something that I cannot use, and was sold with the house.
I would like GHS Security to cancel this account immediately, and have it show as a closed account on all 3 credit bureaus. I would also like to have it in writing that this account has been canceled and closed with zero balance due.
Aug 19, 2019
To: Revdex.com
Re: Response to ***
To Whom It May Concern:
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
Since receiving this complaint, we have made an attempt to discuss the concerns brought forward by *** but we were unsuccessful in our attempt to reach *** on the primary number listed on his account (***).
After a careful review of call recordings and account notes, we show that on February 26, 2019 *** called into our customer care to inquire about service termination as he was in the process of selling their current residence and moving out of state into a rental property. In light of this information, GHS offered to assist *** by coordinating a system move to new residence or completing a transfer of liability to new potential home buyer. *** declined GHS' offer to move the security system. As a result, ***'s account required special attention from a senior account specialist. *** was presented with the option to leave a message with our account specialist department and alternatively *** informed GHS he would call back the following day to speak with our account specialist department. GHS heard nothing further from *** until May 06, 2019, during this time, *** informed he was already moved and was settled in Arkansas as of March 1, 2019. *** stated a system move nor transfer of liability was achievable at this time and felt remaining terms of his agreement should be terminated since he does not utilize the service.
GHS Interactive Security 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 the needs for our valued customers. In additional to our service agreement, for every potential new customer GHS completes a confirmation call on a recorded line which confirms the agreed contract length, equipment and monthly monitoring fee. *** entered a 60 month agreement with the understanding of its binding nature. GHS has invested a significant amount of money to add *** as a valued customer. If ***'s contract with GHS is canceled, we will not only lose that investment but also the revenue his binding contract for services would generate over time.
GHS would like the opportunity to speak with *** to resolve matters and reach a collective resolution.
Thank you for your assistance in this matter.
***
***
GHS Interactive Security LLC
Term practices are unreasonable that after a 3 year contract agreement, it automatically renews for an entire year.
I have been a customer of GHS since July 2013. I no longer need GHS security service and would like to cancel but they claim that I have been automatically renewed on a yearly cycle. In order for me to cancel my subscription, I need to write a letter to their cancellation department to cancel my account. If I have verified my account password over the phone, why do I need to send me blank letter stating "I would like to cancel my account" to fulfill the obligations on cancelling my account.
I understand that there was a 3 year contractual agreement which I met but to automatically enroll customer into yearly agreements is out of standards. Then to not allow customers to cancel their accounts without sending a letter is beyond professional. What difference does it make if I call , tell you my secret password to the account , then have to write a letter simply stating "please cancel my account". Makes no sense to me.
To whom it may concern:
Thank you for forwarding us this complaint from our valued customer, ***. 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 and we understand circumstances or the need for security may change during our customers' term of services. 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.
*** sought to consolidate his finances during his term of services with GHS and switched his security service to an alternate provider. Our customer service was not notified of the change is commitment until after *** made the switch in providers. We encourage our customers to communicate any planned advance adjustments or unforeseeable adversities that may require a change in the relationship so that we as their company can be proactive in providing our customer viable solutions and support.
After a careful review of ***'s account records and consideration of his current financial obligations, we believe *** had the best intentions in providing proper notice of cancellation. GHS has honored ***'s request to terminate services and considers ***'s agreement as satisfied. We would like to thank *** for his services.
Thank you for your assistance in this matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response. We explained each other's position and understood each position.
Don't do it. Contract auto renews annually. They make it near impossible to cancel. They insist on billing you for the entire year no matter when you cancel. So, if you signed a contract on June 30, 2014 and you cancel on 7/1/2018, they charge you until 6/30/2019.
Their phone employees "customer service" must deal with this frequently. They're very quick to tell you that you signed a contract and offer to send you the contract.
Having problems with are security cameras and doorbell and where promised is would be fix and nothing been waiting for 2 months
I've been try to get a hold of the sales person that came to my house in San Bernardino in the Vermont height area he up sold us told us that we where going to be receiving an amazing panel that was shattered proof and that wouldn't use are internet cause it has it own internet built in it we also got cameras installed a doorbell camera installed we been having issues with the cameras to where we cannot see anything or its a gray screen that we see the door bell camera doesn't work when u press the doorbell u hear a loud humming sound coming from the doorbell we had Vivint before GHS and never had an issue with them but the sales person up sold us and told us GHS was better then Vivint which we really regret doing. who do we need to contact to fix these issues. All of the issues started the day of the the install which was March 29 2019 til today July 8 2019
I would just like everything I was promised the day of installation date I just my security cameras to work the panel that the sales person said we where going to be getting my doorbell camera to work properly
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 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 ***. Shortly after receiving complaint, GHS discussed system complications with the ***s' and scheduled service appointment to correct service issues.
=================================
08/05/2019 12:30 PM
***Service Service -Arrival: Monday August 5 @ 12:30-2:30pm -Service fee: RETURN trip -Issue: Removal of gc2 panel and installing *translator 1Q2 panel *checkout the video cameras + skybellmake sure they are visible on panel -Special Instructions: handle customer with care *** Removed a GC3 panel and installed a IQ 2 panel and reprogrammed all zones and relocated one of the alarm.com outdoor camera
==================================
As of recent service completed February 01, 2020, the ***s' system is fully functional. They have been advised that their Wifi does not support the bandwidth needed for the doorbell camera and may experience intermittent signal complications specifically with doorbell camera because of WiFi.
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.
Thank you for your assistance in this matter, we hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
On 4/16/16 I made a contract with GHS. Said contract ended on 4/16/19 2 months before the end of the contract, a letter was sent to them informing them that I wanted to cancel their services on the date set at the end of my contract with GHS. I spoke on the telephone on 4/16/19 with the supervisor named *** who told me he could not finish my contract because he had renewed my contract for 36 months more months when I did not renew anything I would pay 57.99 per month now they take the amount of 42.99 per month I have no job to keep paying them.
Other (requires explanation) I would like you to help me because this company is forcing me to continue with a contract that ended 4/16/19 its not fair that they force one to continue paying for something that already ended.
Contact Name and Title: *** (ID:
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@ghssecurity.com
Complaint Case #: XXXXXX
Consumer: ***
Case Opened: XXXX-XX-XX
*** (ID: XXXXX)
To whom it may concern:
To address the above referenced matter. GHS has reviewed the account to determined the validity of the complaint.
We have reached out to the customer *** on July 4th 2019 to discuss the account and how we can resolve this matter.
Customer is also aware of this response and is comfortable.
Thank you for your time.
If you have any questions please feel free to give me a call.
***
Director of Customer Engagement
GHS Interactive Security LLC
(XXX) XXX-XXXX
Sales rep acted as my husband to get credit approval. they have a recording of the call and they know it wasn't my husband.
Since 02/2019 I've place over 100 calls into this company. I've had issue with the service and installation since day one and now I moved and haven't found a property and I was told I could pause service until I found a home. They continue to bill me and told me if I want to cancel they would have to charge me over $*** to end my contact. This company is all about money and not about the customers. Nobody is on the same page when they're giving information to customers. They're sales reps are a joke.
Cancel without payment for all the inconvenience I've had since the day I applied for this 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 our valued customer, ***. GHS completed a thorough audit and investigation out claims outlined in complaint.
*** was referred to GHS by her father, ***, who had obtained our services February 14, 2019 with the assistance of our now, former sales representative, ***. On February 16, 2019, the ***s' decided to proceed with the pre-qualification process to determine if credit would meet our criteria to be considered in the decision of financing. The ***s' and sales representative *** completed the pre-qualification over the phone with our customer care to complete verbal authorization in running consumer reports. A careful review of the pre-qualification recording determined that ***. *** was party to the verification and authorization of running both her and her husband's consumer report for the qualification of security service and installation. Once ***. *** learned that her credit did not pass qualification, ***. *** provided her husband's information to run consumer report. Once GHS requested to speak with ***, a gentlemen came on the line identifying himself as *** and provided authorization to run consumer report, call then proceeded with ***. *** and sales representative *** to schedule installation and service. Call recording attached for your records.
Service and installation for the ***s' commenced February 18, 2019, approximately 48hrs after completing the qualification process. We have attached the ***s' system installation history report showing signals, testing and install confirmation code ran through our central monitoring station. Following install on February 18, 2019, the ***s' were scheduled a follow-up installation on February 26, 2019 to swap control panel and doorbell camera and install (1) outdoor wireless IP camera. We have attached the ***'s appointment history for reference. Installation was completed by our technician ***, and the document that ***. *** stated they signed on the technician's iPad was the post installation order. The ***s' service contract was drafted and emailed to the ***s' for signature on February 18, 2019 - However, the ***s' did not sign their agreement until March 5, 2019. The contract was emailed through DocuSign and addressed to the ***s' personal email address; *** which provided the ***s' ownership and control to read over the terms of agreement before signing. We have attached a copy of the ***s' GHS agreement and signing certificate history for reference.
In review of March 8, 2019 - May 16, 2019 call records and notes, we show that ***. *** called into our customer service on March 8, 2019 to inform she was moving homes and inquired about options in moving the security system. During this time, our customer service provided details surrounding how to complete a system move and discussed an option of deferring (2) months of billing to support time between ***. *** selling home and moving into new home. ***. *** informed her move into new home wouldn't take place for approximately 6 months as new home was under construction and needed a longer deferment period. Our customer service requested supporting documentation of ***. ***'s displacement or documentation showing home was under construction so that we may extend the deferment beyond the allotted 1-2 month policy. GHS never received the requested documentation from ***. ***. The security system was removed, boxed up and kept with ***. *** on May 16, 2019.
GHS Interactive Security, LLC ("GHS") operates with a high degree of integrity and is committed to excellent customer service. Impersonating a consumer 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 address each concern from ***. *** and worked diligently to resolve and reconcile each account concern as they were brought to our attention. Although GHS has invested a significant amount of money to add the ***s' as a valued customer, which includes labor cost, sales commissions and combined credits/rebates totaling of $844.98 provided to assist the ***s', we have honored the ***'s cancellation of their GHS agreement. This decision was based on an error made in drafting the ***'s' agreement. The ***'s GHS Agreement temporary license statement written under the ACE field required to be completed by the sales representative was invalid and did comply with the CA BPC 7599.54. We apologized for the oversight of this error in our initial review and investigation off the ***'s GHS Agreement. Our audit further determined that this was an isolated issue with our GHS representative, who executed agreement with the ***s'. GHS is fully committed to ensuring all representatives within our organization are in compliance with all regulations of business and professions codes pursuant to each state.
Billing has ceased, final bill date was 1/22/20. The ***'s contract is closed as satisfied.
Thank you for your assistance in this matter. We hope this satisfactorily addresses all concerns brought forward by Jorge and ***.
Respectfully
I don't however appreciate the months later response from GHS. It been a battle and a stressful one at that.
Although my account with them has been close, I'm yet to deal with Greensky who tell
Me that GHS is the only person who can take care of the $*** they was paid for them for the equipment in which I no longer have installed.
We sincerely apologize for the missed opportunity in updating complaint under the Revdex.com as it did not reflect our internal actions taken shortly after receiving the complaint. Although ***. *** was not in agreement with our position in the matter, our customer care progressively worked toward a collective resolution - we have written notes and call records supporting this.
The equipment ***. *** has in her possession is not installed at her request. As describe in our investigative report below, ***. *** refused to continue with our services once she moved into new home. The ***'s home improvement credit line opened though Greensky finance was not a part of initial claim or complaint. Therefore, GHS will not further negotiate a release to that contract and charge.
The ***'s release from GHS' service agreement was solely based on as administrative error on contract. GHS has lost a significant amount of money to obtain the ***s' as a customer; cost incurred includes a check ***. *** received in the amount $765 to assist with her financial obligation to previous alarm provider, Credits and rebates of $179.98 issued during term, and the remaining contract value $***.
We apologize for any undue stress ***. *** is experiencing. We feel GHS operated in good faith to attempt reconciliation with ***. *** and made efforts to provide a resolution that is fair to both parties and within our financial means.
Thank you for your assistance in this matter.
Respectfully
Automatic renewal of contract over extended period with no new notice.
I signed a contract for security services in March 2016. I ended up not using the service after a short period of time. When I tried to call to cancel, I was given the vague response that I would need to cancel after the end of the contract. I cannot remember exactly when this was, but the person I spoke with today said that I placed that call in March. The call notes stated I was given instructions on how to cancel, but I never received instructions other than to contact them again.
I sent an email a couple of months ago through the website asking for information regarding the cancellation of my contract. I received no information. I called this morning and was told I would receive a call when account agents were in the office. I did not receive a call, and I had to call back.
The person I spoke with said that my contract had renewed in March of this year, and I could not cancel until March 2020. I told him that I felt that automatic renewal with no notice or opportunity to cancel was a shady practice. He said it was in the contract, which I told him I could not locate. He sent me a copy of the contract.
I told him I was displeased with the service I had received, and I asked to speak to a supervisor. He said he would put down a note for someone to call me. Based on the shoddy customer service I have received thus far, I am not expecting to receive a call.
While I recognize that I did sign a contract, I believe that it is a deceptive practice for companies to continue to renew a contract on a service that is not being used without some kind of notification by email or mail that a contract period is ending. I just want to be able to cancel this contract ASAP.
I would like the contract cancelled and no further charges made to my account.
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
***
Consumer: ***
Case Opened:***
(ID: ***)
To whom it may concern:
To address the above referenced matter. The customer has informed GHS of the intentions to cancel. GHS is extremely transparent, that is why we explained the cancel process on March 15th 2018. This was the first time we received communication from the customer inquiring about it.
During that conversation we informed the customer if she wanted to cancel, to mail in a written response confirming she'd like to cancel in Feb of 2019 which would complete the full obligated agreement.
GHS never received such letter. Because we believe in long lasting relationships, when the customer contacted us again on 6/18/19 we offered to lower monthly payments to express our appreciate.
Nevertheless, we believe in being a customer centric company. We have reached out to the customer to discuss this matter and will continue to reach out to handle this amicably.
Thank you for your time reviewing this.
I was robbed from this company. Ironic, since, we paid them to prevent that from happening to my family. Seriously, lesson learned to read the fine print of your initial contract. The contract with them will auto-renew on 1-year terms! and the only way to cancel is 'in writing.' Customer Service will have you write a snailmail/stamped letter to cancel service, then extort up to a year's worth of service billing from you. These are shady, shady business practices. The business is lining their greedy pockets, not with the sale of a good product, but by swindling unsuspecting customers.
Installation never completed.
Problem date and purchase date 12/05/2018. Salesman *** (XXX-XXX-XXXX) don't have a last name. Technician is *** (XXX-XXX-XXXX). also no last name.
Paying automatic draft from my bank since then.($69.27 a month)
Called several times till they stopped answering my calls. Was contacted by a *** from
a main office in California. She scheduled me a new tech,got an email that he was going to be at my home as scheduled. Missed a day of work and no one showed up and not even a call. The only thing I got from her was my contract for 60 months. She did offer me a one month credit for the inconvenience. Also ,I already had an alarm with cameras,but they promised better service and better quailty on the cameras and that I could see them on my phone, which I can't. The three cameras they installed are worse than the ones I got, and the one installed inside is not even connected.
Refund my money and end the contract.
Contact Name and Title: *** Manager
Contact Phone: (XXX)XXX-XXXX
Contact Email: ***@ghssecurity.com
Complaint Case #: XXXXXX
Consumer: ***
Case Opened: XXXX-XX-XX
*** (ID: XXXXXX)
To whom it may concern:
GHS was recently made aware of the above referenced matter. We've discussed this matter with the committee, and have recently reached out to Mr. ***.
One of the issues Mr. brings up was the no show of the technician and lack of communication. We have since disciplined the technician due to this behavior. We didn't stop there. We understand that doesn't make things better, so we credited one free month for the inconvenience. We've continued to reach out to the customer to make this right and fix the initial issue.
If you have any questions please reach out to me directly.
Thank you for your time.
***
Director of Customer Engagement
GHS Interactive Security
(XXX) XXX-XXXX
We have to move our service. Refuse to let us out of contract. Insist we do our part. Refuse to provide the equipment they promised. Double charge.
I made the mistake of signing a contract with GHS interactive security. I agreed to a deal where they provided installation and equipment in exchange for my signing on to pay them a monthly fee for 60 months. At the time we had just moved into what we thought was our forever home and it didn't seem to be an issue. 32 months later our lives changed, we needed to make a move fairly quickly and on selling our house I called and explained to three different people our move into a rent house was less than voluntary and that our buyer didn't want to purchase the remaining 28 months on my contract. I was given no sympathy other to pay out the remainder in payments or write a lump sum check. No slack no grace. They seem to have a level of management in their company whose job it is to obfuscate and frustrate until the client is exhausted not unlike John Grisham's Rainmaker.
I finally got my new landlord to allow me to move the service from Texas to South Carolina and had a technician come out to my sold home and remove the GHS system. Lo and behold the window and door sensors were hardwired and had been installed when the house was built six years before I bought it. GHS had not installed any of them. With this information I went back to the level called account management or retention specialist and plead my case once more. I was promised equipment and installation in exchange for 60 months and GHS didn't have to use their sensors and since my feet was being held to the fire, they should hold up their end of the deal and provide the unused sensors in the moved service in the rent house. Funny, they don't seem to have to be accountable as I am and now want to charge me $415 for installing my moved service.
I have explained this to five people. I don't see it as anything complicated but can get no one to acknowledge that they are double charging me.
I will finish my contract. I will cancel my service the second I can and I will advise anyone that listens to stay far far away from GHS interactive security.
Old address *** XXXXX
New address *** XXXXX
I want the service installed with sensors in new house for free and I'll pay out my contract for next 28 months.
Contact Name and Title: ***
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***
Complaint Case #: XXXXXX
Consumer: ***
Case Opened: XXXX-XX-XX
RE: *** ID: XXXXXX
To whom it may concern:
In regards to the above referenced matter. Once GHS was made aware of the issues we reviewed it for accuracy. Doing a confident review of the matter in it's totality we reached out to Mr. to discuss our solution to resolve the issues brought up in the complaint.
We recently contacted Mr. and he was satisfied with our approach and quick response.
Mr. is also aware of this response and confirm that he's satisfied with outcome.
Thank you for your time.
If you have any questions please contact me directly.
***
***
GHS Interactive Security
(XXX) XXX-XXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
A representative from GHS did contact me regarding the matter and offered a compromise solution. I accepted the compromise so that we all might move forward.
Sales Rep. *** (***) used deceptive sales practices when getting me to sign up for service .
Sales rep. used cell phone in order to have me sign the digital contract . of which I got to see the equipment that was being installed only . out of eight pages in the digital folder . I was not informed that the contract was for 60 months . I was told when I reported this to the customer care supervisor . that all rep's used be using a tablet for the digital contracts . Also this company does not have a license in order to sale alarm contracts in ok. Alarm, Locksmith, and Fire Sprinkler Industry Act and Administrative Rules 59 O.S. § 1800.1, et seq.OAC XXX:XXCurrent as of January 29, 2016 59 O.S. § 1800.6License Requirement No person shall engage in an alarm or locksmith industry business in this state without first having obtained a license pursuant to the provisions of the Alarm and Locksmith Industry Act.
Cancellation of contract per the Notice of cancellation i sent in on the 28th of may 2019 at 1500 hrs by fax .
Contact Name and Title: *** Manager
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@ghssecurity.com
Complaint Case #: XXXXXX
Consumer: ***
Case Opened: XXXX-XX-XX
RE: *** (ID: XXXXXX)
To whom it may concern:
In referenced to the above matter. Our compliance committee has reviewed all cases by *** The issues in the above complaint are the first we've heard of. We value our customers and understand that full transparency is the right, and only way to operate.
Per review: this account was canceled within 72 hours. The account is closed, with zero funds owed or due.
Thank you for your time.
If you have any questions please do not hesitate to contact me directly.
***
Director of Customer Engagement
GHS Interactive Security LLC
(XXX) XXX-XXXX X XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
Misrepresentation from technician of what I was signing. Either not trained well or committing fraud.
I signed a contract in 2015 for service and in 2018 after that contract was up, they called and said they wanted to come out and service our system. Upon completion of the service I signed what was thought to be a receipt saying that it had been serviced. WRONG!! Apparently, it was an additional 3 YEARS!!! They said that the document was very simple and clear. Again, I would NOT have signed it if it was for an additional 3 years. LIES. LIES. LIES. I have recently sold my home and called to cancel but was told I had signed on for an additional 36 months. And that I would either have to pay them or sell the service. Which did not help at all, as no buyer would want to do this. There is no way I would have done that as at the time I had been thinking of selling even then. I was told that it would not affect my contract at all. What lies. I can't believe a company is continually allowed to operate this way. There are several complaints of the same thing with them using the same exact tactic. Either their technicians are not being clearly told what to have customers sign or they are outright committing fraud. Either way I don't understand how it could continue to happen over and over again.
I would like my original contract followed and be allowed to cancel with no fees. As I did follow the original and maintained my account till now.
Contact Name and Title: *** Manager
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@ghssecurity.com
Complaint Case #: XXXXXX
Consumer: ***
Case Opened: 2019-05-29
*** ID: XXXXX
To whom is my concern:
To address the above referenced complaint, once GHS was made aware of the issues, we reached out to the Customer multiple times.
GHS was 1st notified of any issue 5/28/19 when the customer called in to inquire about the remaining months on her contract. During that conversation we discussed multiple ways to assist the customer with her payments and remaining terms. We also discussed other issues that I will not disclose in this response, but I'm sure the customer is well aware of those topics.
We offered to lower payments, we offered to move the service to the location of the customer choice.
To finally address the issue of tactics, we a customer service centric company who believe in the customer time. The contract was electronic and emailed to the customer email address. The contract was also signed under the customers email address on a different device- which confirms she had full control of the document to read and sign.
We have always been open and honest and willing to discuss the contract amicably- in which we will still continue to reach out to the customer.
Our final findings are there was never any ill intent or action of misrepresentation.
Thank you for your time.
If you have any questions please do not hesitate to contact me.
***
Director of Customer Engagement
GHS Interactive Security
(XXX)XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
There is definitely deceitful practices being used by this company. Also I was never offer to lower my payments. The company also does not return calls. Just to be done with them I said I would pay remainder of contract if they sent me in writing that once it was paid off I would never owe them anything again or be contacted by them. I was told they could do that but it would take a day or two to get; going on a week and have not heard anything. What I experienced was the same exact issue many others have written about. And also felt recieved by, so I dont appreciate their response. This is why they have low reviews on every site but their own. I will not be bullied into changing my view of my experience.
Complaint Case #: XXXXXX
Consumer: ***
*** (ID: XXXXX)
To whom it may concern:
This account has been resolved and canceled. The account was paid in full. Account is closed- no additional funds are owed.
This has been confirmed with the customer.
Thank you for your time.
If you have any questions please give me a call.
***
Director of Customer Engagement
GHS Interactive Security
(XXX) XXX-XXXX x (XXXXX)
(The consumer indicated he/she DID NOT accept the response from the business.)
I just paid them to be done with them and get them out of my life. I still believe they practice fraudlent activity and lie to consumers and just want to warn others not to do business with them.
We cancelled our account before the renewal date June 16th 2019. GHS is going to charge us 400.00 for the rest of the year.
We had a employee come to our house the first week in May 2019. We informed him that we will be moving and cancelling the account. He said O.K. and left.We called today to cancel the account was told we will be charged 400.00 for the rest of the year. They told us we should have have put in writing . We tried to reach out to this company but the numbers that were listed were not in service. We have had neighbors complain about them doing the same thing. the payments are on auto pay, they need not charge our account 400.00, we are moving and not using their services anymore. we were also told that this would effect our credit report!
we don't want to be charged for services we are not using.
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 of the claims outlined in summary.
After a careful review of ***'s account records, we show that on May 9, 2019, our technician completed a complementary service appointment that was confirmed through service department on May 7, 2019. *** and *** later inquired about service termination due to sale of their home and move. At this time, the ***s had already entered their annual renewal by 33 days.
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. The ***'s renewal date cycled April 5 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 the ***s no longer residing at *** and not utilizing services, we have honored the ***'s request to terminate their remaining months calculated in renewal term. Billing has ceased and contract is considered satisfied.
Thank you for your assistance in this matter, we hope this satisfactorily resolves all concerns brought forth by the ***s. Please let us know if we can be of further assistance.
Respectfully
On the average, within a few days of the company doing an automatic withdraw from my bank, the door bell camera stops working and requires a resetting
Just about every month since September 2018 when I started with GHS, within a few days of their automatic withdrawal of the payment, their door bell camera stops working. Some times once I call GHS they are able to get it working again, and sometimes like today they can't. Today the employee deleated by camera from the software, then was not able to reinstall it and told me it was my fault that I deleated it and would still be required to pay monthly for it even though it was not working. I requested GHS remove their equipment and cancel the contract since they could not provide the service and they said no.
Remove equipment and cancel balance of contract.
To address the above referenced complaint for***. We've been in contact with the customer regarding the issues with the equipment. There seems to have been a misunderstanding that has now been resolved. We'll continue to reach out to the customer to make sure no additional issues come up. Customer is aware of this answer.
Thank you for your time.
cOntracts, customer service, manager service
I have talked with multiple people from this company, the last person I spoke with was *** who claims she was a supervisor/manager on Dec 7th 2018 replying back to my Revdex.com review on GHS Security, this entire company is a fraud and rip off. I was told I would be given a call back Tuesday Dec 11th 2018, and yet here we are 5/17/19 and still no call. Good thing all calls are recorded on my phone. They do not resolve any problems, with contracts, with customer service ALWAYS being rude, and then they wonder why people want to cancel accounts. BUYER BEWARE
Cancel the service that does nothing for its customers. T
To address the above referenced matter. The customer *** previously spoke with *** on December 7th 2018. Per our review the conversation included discussions about the contract term. The method, which was DocuSign was completed by the customer. All of the terms and conditions were clearly visible to the customer. We operate in full transparency. The notion that the term was switched after signing it, is simply not possible. It's part of the reason why we use DocuSign.
A full review of this matter with our Compliance Committee has been completed. The Contract was signed in the customers home and she was full aware of the complete terms and conditions. Nevertheless, we're a customer centric company who pride ourselves on integrity, that believes in relationship building. If other unaware and unaddressed concerns we can always be reached through our customer service number at ***
We'll continue to reach out to *** to assist in addressing any issues or concerns. We look forward to continuing monitoring and providing protection to ***.
Thank you for your time reviewing this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not "operate under full transparency", the Rep that came to my house in Az, showed me the tablet where it said 24months, pulled it back to himself, asked me for payment information,and then told me to sign. Only thing on that portion of the screen I saw was "1st day of each month" and the block to sign my name. They have yet to even reach out to me, you call their number and nothing ever happens. They are not a "customer centric company who pride ourselves on integrity, that believes in relationship building" Every customer service rep I have talked to since last summer and even months after this service had started has been horrible. Managers say they will call back and yet I haven't received ONE call since December 2018. This company is a fraud. Took almost 2 months for them to even respond to the Revdex.com about my complaint. This company only cares about money, this system is not installed in my current home, they take payment every month yet solve no problems for their customers. The "representatives" they hire to go to door to door are scammers just like the "company" they work for.
To address the above referenced matter. The customer *** previously spoke with *** on December 7th 2018. Per our review the conversation included discussions about the contract term. The method, which was DocuSign was completed by the customer. All of the terms and conditions were clearly visible to the customer. We operate in full transparency. The notion that the term was switched after signing it, is simply not possible. It's part of the reason why we use DocuSign.
A full review of this matter with our Compliance Committee has been completed. The Contract was signed in the customers home and she was full aware of the complete terms and conditions. Nevertheless, we're a customer centric company who pride ourselves on integrity, that believes in relationship building. If other unaware and unaddressed concerns we can always be reached through our customer service number at ***
We'll continue to reach out to *** to assist in addressing any issues or concerns. We look forward to continuing monitoring and providing protection to ***.
Thank you for your time reviewing this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
Copying and pasting their response is still not a solution to the problems I am having with their company.And also, STILL, no call to me, the "customer". There are many problems complaints with the Revdex.com and also other online reviews with this company. Same thing, customer service, fraud, representatives lying about how long their contracts were ORIGINALLY agreed upon. Representatives scamming them and agreeing to a 1 or 2 year contract and then when they sign and try and cancel its now become a 3 or 5 year contract. GHS will only "copy and paste" their previous response instead of actually solving the problem for their customers.
Complaint Case #: ***
Consumer: ***
*** (ID: ***)
To whom it may concern:
Please review the attached file. This is the recording to support the findings. We have a confirmation call, during this call, the terms of the agreement were provided and confirmed by the customer.
Again, we understand customers satisfaction is important, and we'll reach out to the customer on July 8th 2019 to resolve any other issues they may have.
Thank you for reviewing this matter.
If you have any questions please let me know.
***
Director of Customer Engagement
GHS Interactive Security
(The consumer indicated he/she DID NOT accept the response from the business.)
July 8th 2019, No calls have been made to myself from GHS. Also, this call is for *** Thank you for giving me a recording of another customer. Now, I know the personal information for another customer that also had problems with GHS and having faulty equipment for their customers smoke detector and not alarming the customer of a Fire in their home. This is the reason why people are having problems with this company. This company is a nightmare. Good job on blaming this woman on "tampering" with her smoke detector when she has no way of programming their equipment. Revdex.com this company needs to be rated an F.
I have still not been called back by GHS on my complaint with them. They have given no answer to Revdex.com or myself. I am now at the year mark for this complaint and nothing has been resolved.
Document Attached***
To: Revdex.com
Re: Response to Complaint ID # ***
To Whom It May Concern:
We sincerely apologize for the missed opportunity in updating complaint filed by *** and error poorly made by our now former GHS representative ***.
Attached is ***'s GHS onboarding call in which she verbally confirmed term, contractual obligations and monthly financial fees. Additionally, we have listed below the signing certificate history of how document was orchestrated at ***'s residence; including recipient signing order, confirmation of ***'s email in recipient list and time stamp of last change on document matching the time *** signed.
***Please see attachment***
As a company that is focused in developing customer-centric decisions while sustaining transparency, we regret that we are unable to reach reconciliation with ***. GHS is steadily taking each and every opportunity to learn and adjust to the needs of our customers and rebuild in areas where customer care wasn't at our standard. We would like to reach a collective resolution with *** that is fair and within the financial means for GHS and ***.
Thank you for your assistance in this matter, we hope this satisfactorily addresses all concerns brought forward by ***.
Respectfully
I will not do business with this company again. A state of GA sales Rep came to my house to sale their GHS security. I already had security for more than 5 yrs. with another company. But I thought I would give GHS a try. As I met with the Rep outside and did not have my phone, he stated he would text me his number should I have any questions. Well to my surprise once I got to my phone after he left, no text had been received. But he had stated he would come by the next day when the installer was coming. He did not come so I never got his number. The installer came the next day (they are fast to get an installer out). Don installed the system on 4/6/19 and had me to sign pages electronically. Because he was here about 2 hrs. 45mins., I didn't read what I was signing, I just signed. Don left his phone number in case I needed to call, so I thought that was nice of him. Well when I realized I did not have a paper contract to review, I went to my email to see if it was there. And it was. So I began reading it, and found that none of my window sensors were included in the install nor was my smoke alarm (only my 2 doors, their camera were installed). So I texted Don on 4/7 the day after the install (which was a Sunday), to tell him about the windows. He texted back on 4/8 stating he would get back up my way and check it out, he'll call when he's on his way. I text back to let him know when I would be in. Well, as I continued to read the contract, I found out I had 3 business days to cancel their service which a cancellation page was included with the contract. No one verbally told me this. So my 3 days was until midnight on 4/10. By 4/10 no add'l response from Don. So I faxed in the cancellation notice while I could. I recalled my security company to continue service with them (they had no problem as I never canceled my service with them) and scheduled them out on 4/15. I also call GHS to schedule a time for them to pick up their equipment. As the Rep I spoke with stated she could not see where they were receiving anything from my system (arm/disarming), and I was. Which tells me the system was not installed properly or possibly they used my home number instead of my cell. But anyways, Don could not get back to my house on 4/15 to get their equipment, so I scheduled it of today, 4/19. So my other security company came on 4/15 to reinstall my old Honeywell panel that I kept. Well, it didn't go well. He stated the GHS installer had taken my cell out of the panel, therefore my Honeywell could not be reinstalled. So we called Don and asked him about the cell. He stated, he left it on the table, and I stated no you did not because I never moved anything off the table. He stated he would look in his truck, whether he did or not, I don't know. We called GHS, per my security installer he wanted them to let me keep their panel and he can install the cell since mine was missing. They refused. Stated they were refunding my 1-month payment and letting me out of the contract (this was their Lead Rep as I requested to speak with someone over the initial Rep's head). Said the company I'm staying with can give me a panel. I stated you're not letting me out of my contract, I had 3 days to cancel, in which I canceled. Then he stated then we can just part ways. I said cool, I will be providing a review. Then to end, Don comes today, 4/19, no call to let me know he on the way. I put their system in a bag since I didn't have a box. He comes in and states "let me see what we have here." And checking to see that he had all of their equipment. I thought that was really tacky considering you lost my part that should have been left in the panel in the first place, then to try to make sure all of your stuff is there. Needless to say, my home is now all secured and I did not have to pay my company for a new panel. But GHS need to learn how to do better service with people, THEY ARE ALL JUST HORRIBLE (sales Rep on up).
sales reps canvassing through-out areas to see who has security system.fraudulently states that your system won't work in the future . Not true
April 16th 2019, rep from GHS stated that microchips in ADT system will not be operative and that his company manufactures all chips for needed 5 g. Quickly attempts to get your private information and force cancellation of your present security services. States that change over is pressing with present changes to cell phones tower infrastructure . I received calls from other representatives not in the area after cancelling any further dealings . Representative attempted to cancel my present service through ADT when I'm the only authorized individual to do so. I called after the representative left and cancelled any service technician being able to compromise our present service with ADT. I notified ADT representative and they stated this to be fraudulent, ( that their system would not work with the upgrades to cell towers. )
I don't want the representatives to call and I wish no attempts at charging my bank account. I wish others to be notified of their fraudulent claims.
To address the above referenced matter. Once, GHS was made aware of the complaint, it was immediately discussed with its compliance committee reviewing all details and documents pertaining to the account for Mr.. This account was opened on 4/16/19, the account was closed on 4/17/19. During the introduction portion of the explaining the equipment, the pricing and the term Mr. was explained everything in detail, in which he confirmed he understood.
After reviewing, it is our conclusion that the details of this complaint, are not true. We operate in full transparency and are very much customer centric; so much that because Mr. expressed concerns we immediately canceled the arrangement the next day. I can confirm there is no funds owed, no contract in place between GHS and the consumer.
We appreciate your time and attention to this matter.
I signed a 3 year contract with GHS. I had been with them for over 5 years now and cannot cancel my alarm with them due to their automatic renewal.
I was searching for an alarm company back in 2008 or 2009 to service my home and business. When I was first contacted by GHS, I was working with a gentleman named *** He was an unprofessional guy and did not do the job correctly but I was willing to overlook that because the company seemed like a good alarm company. They seemed to be better than ADT at that time since I had a bad experience with ADT. The alarm system was installed but it was not done correctly. After multiple visits from their employee, they finally got the job done. I signed a 3 year contract at that time. After they installed the system at my house, I also used them for my business. Months and months went on and I thought we were protected. A break in happened at the business and we found out that the alarm was not working and we were not notified by GHS. We found out that the person who installed the alarm did not forward the proper documents to get the alarm armed and the system did not work. We paid for a service that they failed to provide us. The company did do the right thing and refunded the business the monthly fees we paid but they did not reimburse me for the damage or stolen items. I sold the business in 2016 and the new owners took over the contract. On my home property, I decided that I no longer wait their service because I wanted to go a different route for security and I wanted to rearrange my finances. I started to contact GHS to cancel my services in Nov. 2018 and they refused to because they automatically renewal my contract. I signed up for this service in July and I was contacting them too early to terminate the services. I informed them I no longer need their service and I fulfilled my contractual terms. They still refused to terminate the services and continued taking the $44.99 a month out of my bank account. Here I am, trying to be a responsible taxpayer and paying all my bills, but they refuse to terminate early. I called and tried to get them to terminate earlier but all they want is the money. Since Nov. 2018 until now...I've paid them the $44.99 they want and I will continue to pay until June 2019 because all they care about is the money. I want them to cancel my service and to reimburse me money for services I no longer need or required. As of today, I paid them $224.95.
I want them to cancel my service and reimburse my money back to me since I no longer required their service. As of today, I had paid them $224.95.
I've been made aware of the above referenced complaint for Mr.. The relationship with GHS and the customer started July of 2014. The process to terminate the relationship was explained with the customer, in which all that's required is a letter of cancelation. The full term was paid and completed this month, in which was explained to Mr.. This contract at the end of this month will be paid in full with no additional funds owed or due.
Now knowing that Mr. has concerns about prior issues, we'll continue to reach out to the customer to address any issues or concerns he may have.
I am writing for my father. He is *** and does not have email. On 2/1/19 a man showed up at his door and said he was there to replace his alarm system. The monitoring service was not going to work with his current system within 7 days. He issued scare tactics to get in and lied to con him into changing out the system. I feel he has taken advantage is my elderly father. My dad did not understand that he was from a different company than the one he currently had. They charged him to install the new system and are currently drafting his checking account for services-services that is is also paying another company that he has had for years. The installer left NO paperwork for him to read over or to cancel the service upon the discovery of the misrepresentation of this person. It wasn't until 2 weeks later he finally got a phone call from them and realized he had been taken. He demanded a contract which was sent-with a signature which obviously was electronically added to the contract and a cancellation request that said he only had three days to cancel after the install-of course it was too late. He has called them several times and they just talk circles and blame home-he did not understand how they. Were-again he is *** and they just showed up unannounced. I also tried to call them and and they tried to tell me they resolved the issue with him and I firmly disagreed and demanded they cancel the service and refund all money with no penalty. He wants his old alarm reinstalled by his original company -which he is in possession of-and I want the be the one that they pick their alarm from after it is disconnected. I do not want them coming anywhere near him. I *** want them to pay any charges related to the reinstall and repairs if they broke the current system. I spoke with his original alarm company and they have had numerous complaints just like this. When I spoke to '***? at the new alarm company she said she would have to get him on the phone and patch me in to cancel the service. That was a week ago. I have lost all faith - but never really had any to begin with in them. Please let me know what can be done.
Product_Or_Service: Monitored security alarm
Order_Number: None
Account_Number: None
Refund 1. Full refund of all $ paid and all drafts stopped. 2. Letter stating he will not be penalized or reported to the credit bureau.signed.i want the copy with the original signature. 3. GHS will pay any and all fees/repairs to reinstall the old alarm that the original company installed. We will not be responsible for any damages to their alarm upon removal. We I'll ask that care it taken to remove it. 3. Schedule pick up date from ME after all of the above is complete
ocument Attached***
June 24, 2019
To: Revdex.com
Re: Response to Complaint Case ***
To Whom It May Concern:
Thank you for forwarding us this complaint from 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, and providing customers assistance with their existing alarm providers. For every potential new customer, GHS completes a confirmation call on a recorded line which includes the following (complete script attached):
1. "*o you have an active alarm system at your house presently?
a. No: Great.
b. Yes: Who is your current provider? How long have you had your system installed? *** Ok thank you, just to be clear we are not affiliated with (Company Name), we did not take over (Company Name) and they did not go out of business? Is that correct?
c. I also need to make sure you understand that GHS, including (rep name) who is helping you with your alarm system, is not responsible for any money you may owe (Company Name), additionally we will not assist you with paying off your previous provider unless you disclose the buyout amount in this call. "
At the time we conducted this confirmation call with ***, he did inform GHS that he was currently being monitored by San Antonio Protection Services. *** was then informed that GHS could not cancel on his behalf and he additionally confirmed that he understood GHS to be a completely separate company who did not buy out his current provider. (recording attached).
After the conclusion of the confirmation call, *** signed a 60 month electronic agreement with GHS on February 1, 2019, with a monthly monitoring rate of $47.99 plus tax. Because of *** age, we installed his account on the following day, February 2, 2019, rather than the same day the contract was signed. This additional day between sale and installation is specifically intended to provide senior citizens with extra time to discuss with family as desired, and also allow for the opportunity to call GHS with any additional questions or concerns. As a customer-centric company, 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.
GHS in good faith made every attempt to ensure *** understood that GHS had no affiliation with his previous provider's contract. Although we do not wish to lose *** as a valued customer, we have honored his request to cancel the agreement which we are mutual bound to in efforts to satisfy and relieve his financial burden of paying two alarm providers.
We have recently made contact with *** to confirm cancellation and schedule removal of our security system.
Thank you for your assistance in this matter.
***
Customer Care
GHS Interactive Security LLC