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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Will not fix faulty equipment.
Security system accessory has not worked since Feb 2016. After calling, we were told a tech would come look at it. Never saw anyone, and eventually called back in Jan 2017. Tech did come to house to replace faulty part, but ordered the wrong part. Was told they would order the correct part, and return to fix it. Never did have anyone come back again, and when I called to have it done again, was told by Ceasar that the system was working fine. Was also told it was my fault for not continuing to call to have it repaired. During different calls, I was told different things about when we had called in and when service tech were at our house or not at our house. I tried cancelling service, but ended up in a run around with the service dept. Juan, a supervisor, did offer 2 months free service, but does not make up for the over 1-1/2 years that the system did not work.
Seeking a termanation of the contract, since it has not worked for half the contract life.
Contact Name and Title: ***
Contact Phone: *** ex ***
Contact Email: ***@ghssecurity.com
July 20, 2017
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
*** and have begun investigating the claims. GHS operates with a high degree of
integrity and we value our customers. We take this matter seriously and will respond in detail once
our investigation is complete.
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex *** (office)
***@ghssecurity.com
After speaking with *** from customer service, the issue has been resolved to our satisfaction. *** was very helpful in getting our issues resolved.
The alarm key pad has not been working for 2 weeks, I called for service number provided and nobody has contacted me to fix the problem.I keep calling the number provided and I get put on hold up to 2 hours before I give up. I have them take the money out of my account so I'm never late on a payment and doing what I supposed to do. They are not keeping me and my family safe like they supposed to. Customer service is not good at all!!
Product_Or_Service: GHS Interactive Security LLC
Other (requires explanation) Get out of the contract so that I can get another security service I can trust.
Contact Name and Title: Alex ***
Contact Phone: 949.231.5900 ex 2274
Contact Email: ***@ghssecurity.com
July 20, 2017
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
*** and have begun investigating the claims. GHS operates with a high degree of
integrity and we value our customers. We take this matter seriously and will respond in detail once
our investigation is complete.
Alex ***
Customer Care
GHS Interactive Security LLC
XXXXX *** Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex 2274 (office)
***@ghssecurity.com
The sales person told me I have 30 days trial and after a week because the cameras are not any good they told me the trial period was for 3 Days . The sales person told me that they would pay off my current contract with my existing security company if I provided a pay off bill from my existing security company I got that now they want a copy of my original contract that I don't have now I have to pay it off myself this company is not trustworthy at all I am stuck with them for three years I hope no one else gets stuck with this Dishonest company.
Tuesday, July 18, 2017
To Whom It May Concern:
Thank you for providing this review from our valued customer, Mr. GHS takes this matter very seriously.
GHS Operates with a high degree of integrity and we value our customers. We have in place specific procedures when adding a new customer to our GHS Family. Prior to every installation, we complete a "Welcome to the Family" call and ask the potential customers various questions, including reviewing monthly rate, total contract term, and specific equipment to install, time of install appointment, among others. One question asked is:
9. "Before we end this call I would like to make sure that there was nothing else promised to you by the representative that we have not gone over and that is not clearly writtem on the paperwork?"
At the time we conducted this call with Mr. he indicated there was no promise made by the sales rep that was not clearly outlined on the contract into which he was entering. If Mr. had informed the GHS representative on the phone that a sales rep of GHS had told him he had a "30 day trial", we would have at that time informed him in no uncertain terms that we do not provide any 30 day trials. It's simply just not done. Customers are provided with a three day right of cancelation or "cooling off" period as required by law.
Mr. was also asked:
2. "Are you currently being monitored by another alarm company?
a. No: Great.
b. Yes: Do you know the name of your current service provider? (Pause for response) And about how long have you been with them?"
Mr. did inform our call center representative that he had monitoring service with *** but he stated he was not sure if he was under contract. He further stated that our sales representative agreed to help him with his *** contract should it still be in effect. Our call center representative advised Mr. that this help is indeed possible but that he would need to provide GHS with a copy of his contract and will a final statement from his current provider. Mr. agreed to this.
This all took place before any GHS equipment was installed in Mr. home and any contract was in place. We have done our best to respond to Mr. service requests and assure he's able to properly use both his security alarm system, which has reported no trouble conditions or problems since installation, and his surveillance cameras, which are entirely separate from the security alarm system protecting his home.
We feel we have been as transparent and forthright as possible with our valued customer, Mr. We educated him on requirements for assistance prior to installing our alarm system in his home. We attempted to find out if there were any "off the record" agreements between sales rep and customer. Mr. advised us only of the *** contract issue.
We are happy to assist Mr. with his existing contract but we do require the documentation he was informed of prior to installation of his GHS system. He should be able to call AT&T and request a copy of this agreement and a final invoice directly from them. All businesses keep these on hand and are required by law to provide them to customers upon request.
Once we receive this information, we will be able to assist Mr.
Respectfully,
GHS Customer Care
GHS entered into a contract with my mother in Oct. 2016 when she was 90 years old. They convinced her, with dementia, to agree to a 5 year contract.
GHS convinced my mother Violet to agree to a 5 year contract for monitoring. She already has monitoring with Vivant. They claimed they told her how to get Vivant discontinued. They asked her if there was someone less than age 80 with Power of Attorney that they could talk to. She said her daughter (me), and they claim they called me to verify that they could enter into this contract with Violet. I checked my phone records before & after October 12, 2016 and there is no record of a phone call from them. I feel this is elder abuse of a 90 year old woman with dementia. GHS account # AAXXXXXX. The salesman is ***. $41.99 has been deducted from her Bank of America checking account each month since October 2016, account # XXXXXXXXXXXX, for a total of $419.90. I have a copy of the contract.
I want the contract terminated and a full refund.
Contact Name and Title: ***
Contact Phone: *** ex ***
Contact Email: ***@ghssecurity.com
July 12, 2017
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
*** and have begun investigating the claims. GHS operates with a high degree of
integrity and we value our customers. We take this matter seriously and will respond in detail once
our investigation is complete.
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex *** (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no indication that they will refund the money. Right now they are "looking into it".
July 31, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
We have reviewed the complaint filed by ***. GHS takes this matter very seriously and completed our investigation.
GHS Operates with a high degree of integrity and we have in place specific policies and procedures regarding our senior citizens and customers with existing alarm providers. For every potential new customer, GHS completes a confirmation call on a recorded line which includes the following questions:
1. "Are you currently being monitored by another alarm company?
2. IF THE CUSTOMER IS OVER 80: "Does anyone assists you in making any financial decisions or have legal power of attorney over you?"
Mrs. answered "No" to being with a current provider and it appears there was confusion answering question of care: Ms. answered that a daughter possibly had power of attorney but was unsure of this and then after further discussion of the topic, went on to confirm no one held financial authority over her and that she took care of herself. There was no indication for GHS to further question Ms. care and made a conscious decision to move forward with installation.
Futhermore, GHS forbids same day installations with our senior citizens and requires a minimum 24 hrs to pass *** installation. This provides our senior citizens a grace period and opportunity to discuss new services with family, if needed.
On July 10, 2017, GHS received a call from daughter, Ms. requesting to cancel her mother services; this was approximately 8 months after Ms. entered into a new 60 month agreement with GHS. At this time, Ms. informed that her mother was under her care and provided GHS verifying documentation establishing power of attorney. After reviewing documentation submitted by Ms., GHS honored request to terminate services, scheduled removal of the security system and released our customer Violet *** from her GHS contractual obligation. Ms. billing was blocked and no monies were collected during investigation of cancel request, last payment recorded is June 15, 2017. Cancellation of Ms. account was processed and completed by July 12, 2017.
We feel we have done all in our power to prevent problems of this nature from occurring and took immediate action upon Ms. request and worked diligently toward a resolution. Ms. actively used the alarm system during the time it was installed, and both Ms. and Ms. have acknowledged this. In light of this, we are not able to return monies for services received and actively used prior to Ms. cancellation request and removal of system.
Thank you for your assistance in this matter.
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex *** (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund. My mother is cognitively impaired & cannot remember if I have financial power if attorney. She responded to their wuestion that maybe her daughter did. A responsible company would have followed company lilicy and called me, but as you can see, tbey didn't bother because that would mean they would lose a sale. This company does not have high standards like they claim. They took advantage of a confused 90 year old woman.
I was scheduled a maintenance call on *** and on *** I received an e-mail stating a 36 month extension was entered. I only signed that the maintenance was completed.
Product_Or_Service: home alarm
Other (requires explanation) I was told I signed the contract and there was NO grace period.
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@ghssecurity.com
July 13, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
Thank you for forwarding the complaint brought forward by our valued customer, Mr.. We have completed a careful review of our customer's account.
GHS prides itself on our excellent customer service and strong customer relationships. As part of this, we offer our long term valued customers a complimentary (free) system diagnostic testing every zone and device installed. This service provides our customers an opportunity to bring forth any concerns or questions regarding their service and system. It additionally provides an opportunity for our technicians to address those concerns and questions onsite and demonstrate the latest and updated technologies available to our customers.
While it is an option for our customers to upgrade their security system, add additional devices or elect to extend their term during this service appointment, it is not a requirement of accepting the complimentary system check.
It appears there was confusion at the completion of Mr. complimentary system diagnostic: our installer provided a document, via DocuSign, to secure Mr. rate for re-signing a new 36 month term but Mr. thought he electronically signed a confirmation of system diagnostic completion.
We regret this confusion and miscommunication and, therefore, we have voided the addendum of the new resign term and Mr. will continue his initial 36 month term. We have contacted Mr. and advised of the corrections made and provided our apology for any confusion regarding the complimentary service. He has expressed re-visiting these options in the near future and GHS will be more then happy to assist.
Thank you for your assistance in this matter.
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** (office)
***@ghssecurity.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue was voided
We signed a 3 yr. contract which will expire on July 22, 2017. I have now been told that the contract is renewed till 2018 without our consent.
We originally signed a three year contract for GHS security services at our residence at 931 Maple St. in Parlier CA. Our contract date is until July 22, 2017. I spoke to a representative on June 30th who advised me to send a written request of cancellation before July 22, 2017. I have sent a written request to have the service cancelled, which another representative confirmed they received when I called on July 7, 2017. I was transferred to their retention center and I advised them that I no longer wanted to continue with the services. The representative then told me that our service has been auto renewed until July 18, 2018, and that the only way to cancel is to pay off the whole year. I asked to speak to a supervisor and the representative told me "this is it." I called back to speak to a supervisor. He tried to explain their "renewal clause". When I told him we only had signed a 3 year contract he stated that their contracts are "technically infinite" unless they receive a letter of cancellation and that the letter for our cancellation should have been received prior to June 22, 2017. I told him that the representative I spoke to on June 30th, Iris, told me I had until July 22nd. The supervisor said he would send me an invoice of cancellation which will show the pay-off amount that includes services for the year that we did not agree to.
For our service to be discontinued at the date of our contract expiration date on July 22, 2017.
Contact Name and Title: Alex Montenero
Contact Phone: 949.231.5900 ex 2274
Contact Email: ***@ghssecurity.com
July 10, 2017
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
*** and have begun investigating the claims. GHS operates with a high degree of
integrity and we value our customers. We take this matter seriously and will respond in detail once
our investigation is complete.
Alex Montenero
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
949.231.5900 ex 2274 (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not provide an answer or any solution to my concerns.
July 31, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
We have reviewed the complaint filed by our valued customer *** and completed our investigation of events recorded.
GHS Interactive Security, LLC. operates with a high degree of integrity and we value our customers. 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' Mr. and Mrs. 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.
Our call records show that account holder, Mr. called into our customer care on March 03, 2017 requesting to cancel services; this was approximately 4 months prior to Mr. renewal date of July 22, 2017. During this call, Mr. was provided proper steps to cancel and was educated on cancellation policy and procedures. In light of this information provided, Mr. decided to finish his term and was told to submit written notice of cancellation 30 days prior to his renewal date if still wanting to pursue cancellation of his account.
On June 19, 2017, Mr. and Mrs. signed with a new company despite the information provided on March 03, 2017 call informing them of cancellation policy and current obligation. Our records show that our unit stopped communicating with our central station on June 19, 2017. We then received a call from Mrs. on June 30, 2017 re-requesting to cancel their services and she was advised to submit written notice in immediately - however, Mr. and Mrs. initial 36 month term had already auto renewed for 1 year of service and she was advised of this.
It is our position that GHS provided clear direction and education of our cancellation policy with ample notice to avoid further commitment. Although we do not wish to lose Mr. and Mrs. as a valued customer, we will honor their request to cancel the agreement which we are mutually bound with the condition of paying the remaining 12 months owed on their initial 36 month contract. Once these monies are received in full, GHS will consider the contract to be satisfied.
Thank you for your assistance in this matter.
Alex ***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
949.231.5900 ex 2274 (office)
Requested termination of service and was informed I had auto-renewed and could not cancel until Dec 2017. The company never sent renewal notification.
Requested termination of service and was informed I had auto-renewed and could not cancel until Dec 2017. The company never sent renewal notification. The 3 year contract ended Dec 2016. We are terminating service to to faulty equipment, multiple false alarms and terrible customer service. Every time we have tried to resolved the issues with customer service it resulted in either multiple contacts via us or no return call/service. Many times we have to escalate the issue just to get help. We no longer want this service and want it the contract terminated. We have removed the equipment and are seeking other security providers. Also a letter is being sent to notate in writing the request for cancellation.
Contract to be canceled as of 6/20/17 and GHS no longer bills and auto drafts the 53.99 monthly service premium
June 27, 2017
To: Revdex.com
Re: Response to Complaint Case #***
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
Chad Krause 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.
***
Customer Care
GHS Interactive Security LLC
*** Warner Center Lane, Ste D
Woodland Hills, CA ***
*** ex *** (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
I need to them to terminate the contract as requested. I'm not sure what investigation needs to be done.
July 12, 2017
To: Revdex.com
Re: Response to Complaint Case # XXXXXX
To Whom It May Concern:
Thank you for forwarding us this complaint from our valued customer, Mr.. We take this matter very seriously and have completed our investigation and careful review.
It is very important that GHS provide clarification and a proper explanation of the events Mr. and Mrs. portrayed to be disregarded by our company. Since receiving this complaint, we've had the opportunity to discuss the concerns brought forward with Mr. and Mrs. and have reached a resolution.
GHS worked diligently in attempting to resolve each individual concern and issue regarding system complications as they were brought to our attention - we have recorded calls and written notes demonstrating this.
After a careful review of these interactions, including a full review of call recordings and account notes, GHS also determined that our customer's cancellation request on June 19, 2017 was orchestrated by another alarm company. A sales representative called GHS customer care using our customer's personal line and portrayed himself as Mr.. Clear direction of our cancellation procedure and explanation of the ***'s obligation to their remaining GHS term was provided to the caller during this callhowever, this sales rep clearly did not convey the information to Mr. and Mrs.. Rather, Mr. and Mrs. signed with this new provider the same day of the cancellation request. Our records show that our equipment in the *** home stopped communicating with our central station shortly after this call was completed on June 19, 2017.
It appears the sales representative in the ***'s home that day wasn't being forthright in his actions and failed to communicate important information regarding our customer's contract obligations to GHS.
In light of this information, which we provided to the ***'s, they have agreed to settle this matter and pay the remaining balance owed to their GHS contract. We have emailed a payoff calculation of balance owed. Once these monies are received in full, GHS will consider the contract to be satisfied.
Thank you for your assistance in this matter.
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex *** (office)
***@ghssecurity.com
GHS installed a system in our home that was sold last year. Due to the buyer's not wanting to complete the contract, we begrudgingly moved it to our new home. Apparently we were told at that time (they reviewed the tapes) that we had to send a letter in writing to cancel the service. Fast forward to this year. I admit that the letter was not sent, though we contacted GHS via phone to explain the situation. Customer service from headquarters in California is less than stellar. They NEVER return phone calls when they say they will. The politely say that the contract is "auto-renewed" to "protect homeowners" which is a nice way of saying that they will continue to *** money out of their customers. I sent a letter, which they claim was never received in April, sent another in May with the original letter attached. I was smart the second time and sent it via certified mail with a signature requested. So now, they tell me that they will not consider lowering our outrageous monthly monitoring fee unless I agree to another three year term with them (after which, I'm sure, they will get to auto-renew me for another year because who can remember after 3 years or even 1 year to send a letter). Also conveniently, now that they have received my letter almost a year in advance, they will not auto-renew my service. My irritation is that they never send a bill, an email, there is NO communication from this company unless you initiate the contact. Letters must be mailed and cannot be emailed or faxed (get on board with the 21st century and the digital age). I was very pleased with this company from install and anyone sent out to service the systemuntil I didn't want the service any longer AFTER my initial 36 month contract. This is NOT a business that cares about "homeowner safety...." they do, however, care about robbing their consumers.
They told me my contract ended in September
I called Ghs on two occasions to ask when my contract ends and they advise me on September of this year so I switched to another company and now they want me to pay 1200 dollars
I just want them to discharge the XXXXX
June 13, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
*** and have begun investigating the claims. GHS operates with a high degree of
integrity and we value our customers. We take this matter seriously and will respond in detail once
our investigation is complete.
Alex ***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
***0 ex 2274 (office)
***@ghssecurity.com
Representative *** with GHS, INTERACTIVE SECURITY,LLC on March 3, 2017 misrepresented the cost of services I would pay. *** said house alarm and Video doorbell would cost a total of $51.99 a month. Now after 30 days, I'm told Video door bell is a separate company, I have to pay 2.99 extra. I called *** 4-24-17, explained my frustration that I wasn't told at the signing the contract of separate payment. *** said, pay the 2.99 and at the end of year our company will reimburse you. I call today, June 2, 2017, spoke w/ *** (another employee). He said No, I would not be reimbursed and he checked recordings if that was said to me and said, he didn't find anything. At present time 6-2-17. The Video is not working, because I got another Internet Comp. That's how this conversation got started. I need their company to correct this problem and get somebody over here to fix the Video Doorbell. Thank you
Product_Or_Service: Home Security
Account_Number: CXXXXXX/XXXXXX/CC
Other (requires explanation) Billing Adjustment. And have a technician come to my home to fix the Video Doorbell. I have contract for 2 1/2 lousy more years with them.
June 07, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by
*** and have begun investigating the claims. GHS operates with a high degree of
integrity and we value our customers. We take this matter seriously and will respond in detail once
our investigation is complete.
***
Customer Care
GHS Interactive Security LLC
XXXXX *** Center *** D
*** XXXXX
*** ex *** (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to wait and see what the company will DO ABOUT this matter. They just said they would investigate. Nothing has been resolved.
Document Attached***
June 08, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
We have reviewed the complaint brought forward by Ms. and completed our investigation.
The Ring Doorbell Camera is a surveillance device that is an optional addition to the customer's GHS Burglary System. It is a third party devices which does not integrate with the GHS burglary system or services. The monthly amount Ms. pays is only for her alarm monitoring. A separate subscription fee through Ring.com is suggested to gain full use of the Ring Doorbell's features and usage.
It appears the GHS sales representative did not understand the outside subscription service and, therefore, he was not able to properly explain this to our customer. We apologize for this oversight.
Due to the this mistake, GHS will pay Ms. fees to cover Ring Doorbell subscription fees throughout her initial 36 month term with us; a total of $90 (a $30 per year fee). GHS operates with a high degree of integrity and acknowledges the importance of providing clear instruction and training on products and services we offer.
We have contacted Ms. and advised of the accommodations provided. GHS has also taken the necessary steps to assure our sales teams are equipped with the proper knowledge for the Ring Doorbell's products and services. We sincerely apologize to Ms. for the miscommunication and appreciate her patience as we work together for resolution.
Please let us know if we can be of further assistance.
Thank you,
Alex ***
Customer Care
GHS Interactive Security LLC
XXXXX ***
*** (office)
***@ghssecurity.com
(The consumer indicated he/she ACCEPTED the response from the business.)
*** (female) called me and said: GHS management agreed to pay for 3 yrs. $ 90.00. I should receive a check in 2 wks to pay Ring.com. THANK YOU SO MUCH FOR YOUR HELP Revdex.com. YOU have a Great service to assist consumers. Thank you again
GHS SECURITY COMPANYPreying on the ElderlyAt the time this occurred, I was 73 years old -And, at the time all of this occurred I had not seen or read reports on this deception happening to (always) elderly alarm company customers. Since then I have seen several articles, and a segment of Inside Edition, addressing the problem. Wish I had seen them sooner.On March 3, 2016, a young man came to my door, told me he was with my alarm company (which was Monitronics), and was there only to upgrade my equipment because they wanted me to have the best! And there would be no increase in my monthly cost. He gave me his business card, showing he was *** Operations Manager? with Monitronics (I still have his card ? plus another one showing the same thing but with the phone number marked out and another one penciled in). Had he not been ?with my company? I would never have granted him entry. *** came in, and then had the tech, ***, install the new equipment ? a new keypad with new capabilities, it seemed. He left holes in the wall where the old one was, and the new one is not very secure. *** checked the glass breakage sensors, asked about the motion sensor ? which I didn't want. *** discussed the new features, including a Life Alert, which I *** was at my house for quite a while, very personable and ***. *** was there for just a short while, but he also gave me directions for the use of the new keypad.Then *** pulled out all this paperwork ? I don't remember exactly what he said ? but he had me sign the new contract. I thought that was strange, and then saw it was a GHS contract. (I thought this was strange, too, since he was wearing a Monitronics ball cap.) My thought at the time was, ?Well, I guess it doesn't matter which company, since the cost will be the same. And he IS a nice guy.? So I signed. THEN be gave me a letter to complete to send to Monitronics telling them I had switched security companies and would no longer be their customer. I completed it and asked if I should just mail it to the company. He said ?Oh, I'll take care of getting it to them.? So I gave it back to him. The payment to Monitronics was autopay, as would be the one to GHS.What I DIDN'T realize then was that I still had 2 years left on my contract with Monitronics! Never even occurred to me, and *** certainly never mentioned it!Everything went smoothly from then on ? until I returned home the end of July from a 3-week trip out of the country. I had a flight delay, and added expense, as a result of the AirFrance strike, and I was filing a claim for reimbursement. I had to go back a couple of months in my bank statements, and while I was searching for an entry, I discovered that I was making payments to BOTH GHS and Monitronics for my security service! Monitronics was $40.98, as always, and GHS was $44.99 (so the ?no increase? was also a lie).My first thought was that I should have called my bank to cancel the autopay to Monitronics. So I did. They told me it was the company that had to cancel the payment. OK. So I called Monitronics. They told me that they had never received a notice that I had switched companies! And, also that I would still owe $900+ on my contract if I canceled! So ? I called GHS ? not a happy camper at that time. They didn't seem to be a bit concerned (as they never have) at the deception used to get my business. They DID say maybe they could pay off Monitronics and refund me the payments made to Monitronics since GHS took over my contract. I told them I also wanted out of my contract ? they said Nope. I had signed the contract. Well, it took them until November ?reviewing my request? to determine that they would, in fact, buy out my contract and repay me for my extra payments to Monitronics.All went OK for awhile, although I was still aggravated every time I set my alarm. I didn't want it in my house!!So, on March 31 I emailed GHS. I told them, again, that I wanted out of my contract, and that if that were not taken care of by May 1, I would post a review to their website, and their facebook page, file a complaint with Revdex.com, and contract the local TV station that sometimes airs complaints on local businesses.I received a call later that day from ?Juan? to discuss my complaint. I told him what had happened, including my having the 2 business cards from ?***.? He asked that I email him the cards, which I did that day.When I hadn't heard anything by April 4, I emailed the cards again. Then Juan called back on April 5, saying my request was being reviewed. He would contact me when the decision had been reached. He called a couple of days later to say my request had been denied. I had, after all, signed the contract!I said fine ? no skin off my back. I won't be out more than the $44.99 I'm still paying them, but they will receive some bad press. Guess they didn't care. And I'm not using my alarm system.Funny thing though. It was, I think, the day after this last phone call that my ?glass tamper/breakage? notification (aggravating, loud beeps) started going off 2 to 3 times a day. I had to go to the keypad, go to Security, go to Notifications, and click the ?glass breakage/tamper notification? then click ?OK? to get it to stop. Aggravating. After about 3 days of that I called GHS Customer Service and asked to have that alarm disabled. Perhaps I should have a tech come out to fix it, they said ? would cost $35 since it wasn't their equipment, it was Monitronics'! I told her the keypad was theirs and the holes are in the wall to prove it ? maybe the glass sensor is still Monitronics'. I asked them to disable it there ? I wasn't paying them for ANYthing else. So she ? *** ? said she would do it there.HOWEVER ? that alarm continued to go off. I called again on
Other (requires explanation) Cancellation of contract with no money due.
Welcome Call Script (English)
Hello (insert customer name here). My name is (insert your name here) and I would like to be the first to congratulate you and welcome you to the GHS family. I also need to let you know that for quality assurance purposes, this call is recorded.
I need to go over a few things with you to make sure that we have everything correct:
1. You are the homeowner, correct?
a. Yes: Great.
b. No: Okay. Were you able to reach your landlord for approval on the alarm system and to sign the agreement?
2. Are you currently being monitored by another alarm company?
a. No: Great.
b. Yes: Do you know the name of your current service provider? I want to make sure that you are aware that we cannot cancel your service with your current service provider for you. You will need to mail a written statement to them cancelling your services so you are not being billed by two separate companies. And, to be thorough, you understand that GHS is a completely different company, correct? We did not buy out or merge with (insert other service provider's name here).
3. I see that we have you set up for our discounted package with a low monthly monitoring rate of (insert MMR here) and a (insert activation fee here) activation fee. Is this correct?
a. IF REP STATED A REBATE WOULD BE GIVEN: I also see we will be rebating you in the amount of (insert rebate amount here). Is that correct?
4. Please be aware that we will be debiting the first payment from your account within 72 hours of the install being finished.
5. Great. And you are aware that this is a (insert # of months here) month agreement, correct?
6. Great. We will be installing the following devices: (insert the equipment we are installing here).
7. Our technician (insert tech's name here) will arrive (insert scheduled install date and time here).
a. IF THE CUSTOMER IS OVER 80: Does anyone assists you in making any financial decisions or have legal power of attorney over you?
8. And, just so you know, your local police/or jurisdiction may require you to obtain an alarm permit. (Check spreadsheet and provide customer with necessary information regarding their alarm permit requirements).
9. Before we end this call I would like to make sure that there was nothing else promised to you by the representative that we have not gone over and that is not clear on the paperwork?
a. No: Okay.
b. Yes: Please probe the customer for specific details and refer to sales rep as necessary ...
Very good. If you run into any other questions, our customer service number is (XXX) XXX-XXXX. Don't hesitate to call us if anything else comes up.
(Insert customer name here), thank you very much for your time. Welcome to the GHS Family. May I please speak with the representative again?Friday, May 26, 2017
To: Revdex.com
Re: Response to Complaint ID XXXXXX
To Whom It May Concern:
In regards to the complaint below, please find GHS' response to this customer's complaint to the Revdex.com, starting on page 2 of this attachment.
GHS Response
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 Ms..
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. "Are you currently being monitored by another alarm company?
a. No: Great.
b. Yes: Do you know the name of your current service provider? I want to make sure that you are aware that we cannot cancel your service with your current service provider for you. You will need to mail a written statement to them cancelling your services so you are not being billed by two separate companies. And, to be thorough, you understand that GHS is a completely different company, correct? We did not buy out or merge with (insert other service provider's name here). "
At the time we conducted this confirmation call with Ms., she did inform GHS that she was currently being monitored by Monitronics. Ms. was then informed that GHS could not cancel on her behalf and she additionally confirmed that she understood GHS to be a completely separate company who did not buy out her current provider. (recording attached) GHS takes these steps at our corporate office to ensure that miscommunications between sales rep and customer are cleared up. We work to be as transparent as possible while we provide excellent customer service. After the conclusion of the confirmation call, Ms. signed a 60 month agreement with GHS on March 4, 2016 with a monthly monitoring rate of $44.99 plus tax. Because of Ms. age, we installed her account on the following day, March 5, 2016, 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 review contract terms, discuss with family as desired, and also allow for the opportunity to call GHS with any additional questions or concerns.
GHS did not receive any further communication about Ms. contract with Monitronics and nor were we aware that she was being double billed until almost five months after installation of her system. On August 1, 2016 Ms. called in to notify that she was being double billed by Monitronics and GHS and she therefore wanted to cancel her services with GHS. We requested Ms. to send us a copy of her agreements with Monitronics, her final statement showing any amount owed, and a copy of her bank statements showing the double payments and assured her that we would reimburse her in full. We received all documents and processed her buyout check #XXXXX in the amount of $1,231.30 (One Thousand Two Hundred Thirty One Dollars and 30/100) on October 25, 2016. This check was cashed by Ms. on November 1, 2016.
GHS heard nothing further from Ms. until March 31, when she called in requesting to cancel her services. At that time, Ms. was advised her contract was in force, and we reminded her that GHS had paid off her remaining contract with Monitronics. In view of these facts, she was informed that in order to cancel services she would need to send that payment back to GHS along with payment for the remaining months of her GHS contract.
GHS has invested a significant amount of money to add Ms. as a valued customer. Not only for the updated security alarm panel and cell module, cost of labor and sales commissions, but also in sending her a check for over $1200.00 (twelve hundred dollars.) We feel we did all in our power to assure Ms. had all information necessary to understand who we are and the terms to which she agreed when signing an agreement with GHS. If Ms. contract with GHS is canceled, we will not only lose that investment but also the ability to recoup our investment through her monthly payments over the life of her agreement @$44.99 per month.
It is our position that GHS has taken all possible steps to ensure that Ms. understood what she was agreeing to prior to her installation and acceptance of our services. Additionally, as soon as we were notified of her double billing we worked with Ms. to close out her account with her previous provider by sending her payment in the amount of $1,231.30.
Although we do not wish to lose Ms. as a valued customer, we will honor Ms. request to her cancel the agreement to which we are mutually bound with a return payment for the buyout amount of $1,231.30 and the remainder of her contract months with GHS.
If Ms. would like to proceed with cancellation please let us know and we will send her a final statement to close out her account.
Thank you
I am paying for alarm system services that is no longer in my possession.
On March 31, 2016 I signed an agreement with GHS Alarm system knowing that Alder Alarm system are the same company. That is what the GHS Alarm system representative had told me and my neighbor, who has also filed a complaint Revdex.com. I found out later that they are NOT the same company!! The GHS alarm system representative lied to me and I do not have the GHS Alarm System anymore. I am making a complaint against GHS Alarm System because they still want me to pay for a service that I no longer use.
I do not feel I should pay for a service I no longer have and the GHS representative LIED me into signing the contract.
May 10, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by *** and have begun investigating the claims. GHS operates with a high degree of integrity and we value our customers. We take this matter seriously and will respond in detail once our investigation is complete.
Thank you,
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex 2396 (office)
***@ghssecurity.com
GHS security opened an account in my name without my permission. I never gave verbal nor written permission to run my credit or to bind me to contract
I told the salesman flat out I do not want to sign a contract for anything and walked away. When I walked away, I assumed the salesman understood my answer however he continued to talk to my husband and come to find out later, he went ahead and took my info from my husband and ran my credit and opened an account without my permission. Yes I am married but I explicitly stated I am not signing nothing. He knew my intention and continued doing something without my permission. We moved to *** S 15th Dr Phoenix AZ *** in Feb 2016. I sold this house Nov 2016 and moved to *** Wingspread Cv Fort Wayne IN ***. I left that system in the house I had no knowledge of a contract, etc that they created without my consent. Since I moved I started receiving letters about delinquency, etc. I called them many many times and explained this and they tell me each time they will look into it and contact me back. I have not received any calls back. The only thing I receive are letters telling me I owe money, delinquent account, etc.
"Per the Security System Sale, Installation Services Agreement Residential contract that you signed, you are liable for the remaining total contract balance plus equipment, administrative, and collection fees. If we do not receive payment...sent to collections" (Excuse me, I never signed a contract, I never agreed to anything!)I finally just spoke to a *** he actually gave me his number and said he would call me back in 48 hours however I have been told that many times I am now taking time to notify Revdex.com. I have talked to some friends in AZ in sales and from what I understand AZ law does not allow a business to take authorization from a husband on behalf of a wife. Please help with this mess. My husband should not have provided my info and the salesman should not have continued knowing my intention directly was not to sign or agree to anything. Nothing from me verbally or written.
Correction to a credit report. Billing Adjustment. No further contact by GHS threatening letters telling
May 03, 2017
To: Revdex.com
Re: Response to Complaint Case #XXXXXX
To Whom It May Concern:
Thank you for forwarding this information to us. We have received the concerns brought forward by *** and have begun investigating the claims. GHS operates with a high degree of integrity and we value our customers. We take this matter seriously and will respond in detail once our investigation is complete.
Thank you,
***
Customer Care
GHS Interactive Security LLC
XXXXX Warner Center Lane, Ste D
Woodland Hills, CA XXXXX
*** ex *** (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
All they indicated in the response is they are "investigating the claims" no action has been taken at this time. This has not been resolved.
To Whom it May Concern:
The letter attached by Ms. was generated in error. We apologize for this mistake. Due to dates of cancelation vs invoice postings, this was overlooked. Ms. has no further obligation to GHS and we regret any confusion this may have caused.
Sincerely,
GHS Customer Service
(The consumer indicated he/she DID NOT accept the response from the business.)
Per my conversation with *** I emailed a copy of my request to remove this hard inquiry from my credit report. I clearly informed the salesman I did not want anything in my name and clearly did not authorize the company to run my credit to gain a sale. This was more than a misunderstanding between a husband and wife. It appears to me it was a sale was being pushed through regardless of my concise statement that I did not want nothing in my name. I would like to know when GHS follows through with removal of GHS credit inquiry. Thank you kindly.
Extended Contract with signature when in 2016 without my knowledge. Was informed in March 2017 contract was up in June 2017. Final bill was for 2 yrs.
I recently canceled GHS services after I was informed over the phone in March 2017 my contract was up in June 2017 (3 months left). I requested by letter to receive final pay out for the 3 months ($161.97estimated). When I received the final bill that had 2 years of service ($***). This is not right. They misinform the customer and then try and back track later.
I would not have canceled with 2 years still on contract. I already have a new company with service installed. Now they want to have me cancel my new service and collect that contract to reinstate with them. I am not pleased with the way I am being treated with words not matching the contract.
I am willing to pay the last 3 months of service I was told I had left, But I refuse to pay out a contract that was added without my knowledge.
An updated final bill to reflect the 3 months I was informed I had left on the contract. And not be billed for an additional 2 years.
April 20, 2017
To: Revdex.com
Re: Response to Complaint Case #***
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,
***
Customer Care
GHS Interactive Security LLC
*** Warner Center Lane, Ste D
Woodland Hills, CA 91367
*** ex *** (office)
***@ghssecurity.com
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate GHS investigating my claim, at this time it does not meet my satisfaction. I will patiently wait for the conclusion of the investigation. Thank you.
Document Attached
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with this resolution as I wanted to fulfill the original contract through June of 2017. Thank You GHS for looking into the issue and understanding the miscommunication from your representative. I will fulfill my obligation soon after receiving the updated payoff of the 3 months of original contract.
My complaint is much like the other users who submitted reviews here. GHS Security uses an "evergreen" contract that automatically renews for 1 year at a time. You must cancel in writing 30 days prior to your contract expiring. Seems to me that this type of service should be on a month-to-month basis after the initial 1 year contract. Lastly, they require you to write a letter and send it snail mail, with a stamp, to their office in order to cancel. It's 2017...why do I have to do anything via the USPS? I believe it's a ploy by GHS to make it harder for you to cancel. I would recommend that you stay away from this company.
March 4th 2017, a man with guardian security com. Came to my house to let me know about his security company and to see if I wood be interested in getting going with them. He asked me to call ghs, who was my excising security company, to see when my contract wood be over with them. They said it wood end April 2017. The man from guardian wood pay for the buy off for the rest of the contract. So I started up with guardian.
I called and e-mailed ghs to verafided this would be the end of contract. They said it would.
And sent me the buy out amount. It was payed off.
I would have never stated with guardian, if I thought this was not the end of my contract with ghs.
I new a while back I had started a Luther contract with ghs. When I asked when my contract with ghs was over I understood it was the end of the last contract.
Then about the 7th of April they called and said I still had 2 and a half years left in the 2nd contract.
That was not what I was told in the last 2 months.
They are asking for 1,399.72 for a buy out for the 2nd contract.
I called then a few times and they at times talked to me very rudely. And not willing to workt out.
I was willing to work with them, for a compermise, they would not work with me.
No further contact by the busi I an not doing business with them anymore, and they did say that, with a e-mail that there will be no further bills, and no payments will be ran. So I would ask for the contract to be canceled.
May 01, 2017
To: Revdex.com
Re: Response to Complaint Case #***
To Whom It *** Concern:
We have reviewed the complaint from Mr..
Mr. had extended his contract with GHS on August 27, 2016 for an additional 36 months of service. However on April 05, 2017 when Mr. called to verify the amount of time left on his agreement he was informed by a representative that his contract end date was May 14, 2017.
We will *** Mr. request for cancellation effective 04/30/2017.All billing / collection attempts shall cease and we will no longer respond to radio signals received from the monitoring station.
Thank you for your assistance in this matter.
Thank you,
***
Customer Care
GHS Interactive Security LLC
*** Center Lane, Ste D
Woodland Hills, CA ***
*** ex 2396 (office)
***@ghssecurity.com
(The consumer indicated he/she ACCEPTED the response from the business.)