LifeShield

Hello,
Per our customer's complaint, LifeShield revisited the call where *** *** called in in regards to moving*** *** was explained he needed a permit and his account was put in move status (Please note that in move status billing does not stop/change, it is just to make
the monitoring station aware that the customer is moving to a new address)He never asked his account to be canceled or was not told it was occurringUnfortunately, canceling the account for a certain amount of time or suspending the account is not an existing process

*** ***Your account has been cancelled in full without an early termination fee. We believe we have provided the resolution you asked for. Is there something else you are requesting?RegardsLifeShield Home Security

*** *** was automatically renewed on April 1st
per the terms of his agreement. He did not request cancellation in
writing days prior to the agreement
end date. This was part of
his signed agreement from March 31st as noted below. *** *** had purchased a new system because of moving at that time which
required a new agreement to be signed, which he did The terms of
that year agreement were not the same as the original system purchased in
which was cancelled. He is not entitled to a refund of the early
termination fee

-------- Forwarded message ----------From:
"">T[redacted], Cansu Date: Fri, Sep 12, at 5:PMSubject: [redacted] complaint ID [redacted]To: "[redacted]" Cc: "[redacted]" , "[redacted]"
Hello [redacted],
Our response to the complaint by [redacted] (ID # [redacted]):
The customer's alarm was responded to by [redacted] on 5/31/at 01:20. As evidenced by the report, they checked all doors and windows. The report states that they were in touch with [redacted] and confirmed that everything was OK [redacted] cleared the alarm at 01:The charge of $is a valid charge for the dispatch of [redacted] and unfortunately cannot be refundedAttached you can find the [redacted] report

-------- Forwarded message ----------From:
"">T[redacted], Cansu Date: Fri, Sep 12, at 2:PMSubject: [redacted] complaint ID [redacted]To: "[redacted]" Cc: "[redacted]" , "[redacted]"
Hello [redacted],
Our response to the complaint by [redacted] (ID # [redacted]):
The customer came to LifeShield through [redacted]This account was cancelled and the monthly fee charged on 8/has been refundedWe apologize for the frustration caused.
---------- Forwarded message ----------From: T[redacted], Cansu Date: Fri, Sep 12, at 2:PMSubject: [redacted] complaint ID [redacted]To: "[redacted]" Cc: "[redacted]" , "[redacted]"
Hello [redacted],
Our response to the complaint by [redacted] (ID # [redacted]):
The customer came to LifeShield through [redacted]This account was cancelled and the monthly fee charged on 8/has been refundedWe apologize for the frustration caused.
---------- Forwarded message ----------From: T[redacted], Cansu Date: Fri, Sep 12, at 2:PMSubject: [redacted] complaint ID [redacted]To: "[redacted]" Cc: "[redacted]" , "[redacted]"
Hello [redacted],
Our response to the complaint by [redacted] (ID # [redacted]):
The customer came to LifeShield through [redacted]This account was cancelled and the monthly fee charged on 8/has been refundedWe apologize for the frustration caused

Mr. [redacted]6/1/2016 8:55 PM You called LifeShield wanting to know if you could transfer the agreement to another person.  You were informed you could not.  You then requested agreement and terms for cancelling.  They were provided.6/8/2016 1:03 PM You called again stating you were moving and that one of our reps had told you you could transfer the account.  You were again told you could not.  You then wanted to know what if you cancelled the account and left the system.  You were informed that it would not function after the cancellation.  You again wanted to know what the termination fee was and it was provided.  The agent offered you a discount of $10 a month for 24 months  and you accepted.7/6/2016 11:20 PM You called again asking for the termination fee.  You were informed that it was $15 per remaining month of the agreement.  You requested transfer to cancellations.  You told the retention agent that you were not going to pay the $180 but would negotiate.  You were moving into an apartment where alarms weren't allowed.  Agent informed you that they could not lower the fee.  You requested a supervisor but one was not available at 11:30 pm.7/8/2016 1:47 PM On this call you indicated that you had moved and were going to switch to  AT&T Digital Life.  You wanted the termination fee waived because you never received the promotional offer.  You were informed the promotion had expired.  After being told by multiple agents and the supervisor that the promo was over, you wanted to start arbitration disputing the contract.7/9/2016 9:11 PM You called stating you wanted to cancel your account because you were going with a competitor and paid your $180 termination fee. As a consumer, it is your responsibility to read the written document to make sure it has the terms you agreed to.  If it did not state the proper terms, you should have refused to sign it.  In the interest of goodwill, we will offer to refund half of your termination fee $90.  This will be a one time offer only.  We feel that this is a fair negotiation. RegardsLifeShield Security

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the information provided is false.  If the business will go back through their "quality control calls," they will hear the operator tell me that my location was never monitored and she would have to activate.  Additionally, the alarm was set off more than just that one scenario, yet they seem to not have any information about that.  Lastly, I can submit call logs from both cell phone providers that shows there was no contact made and that I was, in fact, on the line with an operator of Life Shield and the reason there are 2 alarms set at the exact same time, is when the lady activated the account to be monitored.  I had to wait until 8 AM EST to reach an operator because the business was did not open until 8 AM EST on the day in question., the alarm was going off for at least 15 minutes prior to the time listed.They are trying to cover their tracks and lying which is terrible business. 
Regards,
[redacted]

Hello,[redacted] has called in 5 times requesting her password to bechanged and upon her requests her password was changed each time to a temporarypassword, allowing her to access her account. On multiple calls, [redacted]stated that an acquaintance may have been accessing her account fraudulently...

bychanging her password. We would recommend that at the current time [redacted]change her username, password and secret question and answer as well as thepassword to the email address associated with the account (if she has one).This should provide additional security to prevent anyone frombeing able to change account information.Our customers can be confident that all personal information isencrypted. LifeShield knows how critical it is to keep customerinformation safe has the highest levels of security, encryption andfirewalls when it comes to online security. In reference to the overbilling claim, wehave received payment for five months, on the 28th of each monthfrom January through May 2015. Her account is up to date and the customer willbe billed again on June 28th. We understand how frustrating the situationmust be for [redacted] and hope that our recommendations will prevent any furtherissues.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please assure that there are no penalties or early cancellation fees for Mr. Tristan Rice (address unknown, previous account holder).
Regards,
[redacted]

[redacted]We have reviewed your account history.  Although the sales representative did not suggest you check with your current provider, it is realistically your responsibility to know if your current system requires a payment to terminate the contract.  Everyone overlooks things.  We...

would like you to consider us at such time your are ready to look for a new security system in the future.  We will be cancelling your account and there will be no early cancellation fee assessed.   One of our specialists will be reaching out to you to confirm cancellation and explain returning the equipment.RegardsLifeShield Security

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if they refund the $90. Though their notes on the account and the content of the discussions thereof were incorrect, I will accept the refund to be done with them. I've wasted too much time trying to get this resolved and am accepting an offer I made to them in my second conversation with them. Please use the account on file to refund the $90.
Regards,
[redacted]

[redacted] 
LifeShield will not hold you to your 5 year agreement.  We will terminate your agreement once the 3 year commitment is fulfilled.  Your agreement start date was 10/23/2012.  Your billing date is the first of every month.  You last payment to fulfill...

this agreement will be 10/1/2015.  Your account is currently 2 payments in arrears.  These are owed for 8/1 and 9/1 billing cycles.  You have paid for 33 months to date.  As soon as the last 3 months are paid, this account can be cancelled.RegardsLifeShield Security

One of our specialist will be reaching out today.  We will be cancelling the account with no early termination fee and issuing a full refund.  The specialist will confirm the cancellation and instruct  [redacted] on how to return the equipment.
Regards
LifeShield Security

Mr. [redacted]We would like to apologize for any misleading statements that a sales representative may have made to you.  It clearly states in your agreement that early termination will be charged $15 per remaining month on the agreement.2. Early Cancellation Fee. IF YOU TERMINATE THIS CONTRACT...

PRIOR TO FULFILLING YOUR OBLIGATIONS DURING THE INITIAL TERM (INCLUDING BY FAILURE TO PAY), WE MAY CHARGE YOU AN EARLY CANCELLATION FEE EQUAL TO FIFTEEN DOLLARS ($15.00) MULTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE INITIAL TERM. THE EARLY CANCELLATION FEE IS A LIQUIDATED DAMAGE, NOT A PENALTY, AND WAS REASONABLY CALCULATED TO REPRESENT THE AMOUNT OF DAMAGE WE SUSTAIN WHEN CUSTOMERS BREACH THIS CONTRACT BY TERMINATING PRIOR TO THE END OF THE INITIAL TERM. WE RESERVE THE RIGHT TO CHARGE THE EARLY CANCELLATION FEE TO THE CREDIT OR DEBIT CARD YOU HAVE ON FILE WITH US. I do see that you paid the early termination of $180 on 7/9/2016 which is the same date as your normal bill.  We also collected the regular monitoring rate of $43.28.  This payment will be refunded in the amount of $43.28 as the early termination fee would cover July.We do not transfer accounts.We have not offered free upgrades for system hardware.  They are available at a discounted rate but would not be free.  Regarding the return of the system, you do not have to return the equipment.RegardsLifeShield Security

[redacted] LifeShield has had to start charging the appropriate tax for each municipality, thus the increase in your billing. We understand your hardship of the recent change in your bill. We value you as our long-time customer and want to be sure you remain within your monthly budget. To...

assist you, we have provided a reduction of $5 a month for 24 months to offset this new tax charge. We hope you find this adjustment satisfactory. One of our specialists will be reaching out to explain what your new charge will be for the next 24 months. Regards LifeShield Security

Hello,Due to ongoing system issues our customer Ms. [redacted] had, LifeShield has agreed to release Ms. [redacted] from agreement with no further charges due and her account was cancelled. We apologize for the inconvenience caused and hope that Ms. [redacted] is satisfied with the resolution.Thanks.

Customer was past due for January and February 2018 payments. Customer received first collection call on February 6, 2018. Customer was advised by collection agent that his account was past due. Per the case notes, the customer stated that he was unsure if he wanted to continue service, but would...

call back. Collections agent called and spoke customer again on February 9, 2018. The customer wanted to cancel service at this time.  The collections agent attempted to transfer the customer to retention, but no one was available. The customer agreed to call back at a later time. The customer called back on February 20, 2018 and reached a collections agent. Customer stated that he had attempted to call on the weekend to cancel service, but was informed that retention is closed on weekends. Customer was transferred and said that he had ongoing problems with his sensors and was disappointed in his customer experience.  Customer also stated that he found a monitoring service for $10/month with text alerts (customer is a self-monitored customer with LS, who pays $19.99/mo +tax). The retention agent offered to send him our latest equipment complete with new sensors (customer has a V1), but customer declined due to the overall service. Resolution: It is fair to refund the customer 1 month of service for February 2018 valued at $22.00. Since this happened in February, there is no reason for him to be refunded January’s payment. He had access to his full service the entire month of January, and did not call in to the call center about canceling service until February.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]The 7 day practice period is clearly stated in your agreement.  This is for you to have time to get used to the system and for us to do the research for your municipality.10. Standard Servicesc. Practice Period: You agree that during the seven (7) day Practice Period following...

activation of your leasedSystem we have no obligation to, and will not, notify any authorities, you, or emergency contacts if wereceive an alarm signal, even if due to an actual emergency event. Once the online registration of Serviceshas been completed by you, you may stop this Practice Period at any time by calling us; provided, however,that if an alarm permit for the Premises is required to be filed by your local authorities (any such locationregistration of the Premises, an "Alarm Permit"), we will extend the Practice period until the Alarm Permitrequirements are fully completed.You are now monitored and we have credited you a month of service.  Your next bill will not be until 9/27/2015.RegardsLifeShield Security

[redacted]We have reviewed your account and here are the findings.12/23/2013  -  [redacted] called to activate the system.12/30/2013  -  [redacted] called to check the status of her [redacted].  She thought she was also receiving a second console.  LifeShield...

listened to sales call and she was not promised a second console.  The [redacted] is actually the second console.1/6/2014  -  [redacted] called to dispute second console was not mentioned.  When customer was told the cost of the second console, she wanted to cancel.  In the interest of customer satisfaction, LifeShield provided a second console at no cost.2/21/2014  -  [redacted] called and stated that she did not use the system and would like to cancel. She was provided with the early termination fee of $1148.67.  She stated that she would call the Revdex.com.7/21/2014  -  Customer called to reset the username and password.8/31/2015  -  [redacted] called stating she had purchased an [redacted] system.  Wanted to know if her LifeShield account could be cancelled since [redacted] has purchased [redacted].  She was advised that she is still in a contract with LifeShield until 11/2016.  Early termination fee is $629.86.Customer is still in a contract.  We are willing to lower the early termination fee to $9 per 14 remaining month for a total of $126.  This is a discount of over $500.We will have one of our specialists reach out to make this offer.RegardsLifeShield Security