Maximum Security Alarm, Inc.

We sincerely apologize for any inconvenience this has caused Ms.***Ms*** did not speak with a Maximum Security Alarm employee she spoke with a 3rd party company that does occasional work with Maximum Security AlarmWe have since spoke with the company AG who the customer spoke
with regarding the alarm system and we did inform them of the complaintThe rep we spoke with said they did go over all the details with the customer however this sales rep is new and converted this customers data once the customer scheduled the installationWe have since removed this customer from our database and will kindly remove the credit inquiry made on TransunionPlease allow hours for the credit inquiry to be removedWe have required the company this customer spoke with to provide their employees with additional training to avoid any misunderstandings in the future

I completely understand your concerns. The sales representative never had your social security number. Upon credit approval for an alarm system he input your name, address and DOB and once the sales representative schedules the alarm installation our system will auto generate a decision if your qualified based on your credit history. I apologize for the confusion but rest assure the sales representative does not have your social security number.

I am rejecting this response because: I was solicited on phone for free alrm istallations, I assumed that to be the entire house not four contact, sonce it was only 4 contacts, I paid on installation 99.00, plu 1 month, monitoring, I found alram monitoring questionalble as it was removed bvy an electrician after I was unable to negotiate with business in giving them three different options, all refused. I dont believe my alarm was every connected outside of the home. cost to them was what for those 3 months, monitoring was paid, they said they charge 35.00 for each contact installed I gave 99.00 , four contact times 35.00 is 40.00 if they want the forty dollars, they can have it, this is a crooked operation that needs to be found out. except for the 40.00 I mentioned I will not co-operate or work with them in any way and I definitely do not want an unmonitored alrm in my home as it appears that's what I had. [redacted]

This complaint has been resolved

We are sending the customer an ACH today. I have addressed this with the customer.

A request to pay off your old alarm company would not constitute a breach of contract. We have no problem refunding the monies promised to you but we will not cancel your contract over this. You signed a contract with the knowledge you had another alarm company which is a decision you...

made.[redacted] is the monitoring company and they have not done anything wrong. They simply want payment for the services they are providing for you based on your contractual agreement.

I am rejecting this response because:  As I stated in my letter, the installer that was sent on behalf of Maximum/[redacted] did not reconnect our hardwired fire alarms to the system because he could not.  he said there were not compatible to the system he installed.  [redacted], the sales person, was suppose to look into a compatible system.  He did not finish installing the wrong system properly and failed to show on more than one occasion to install the new.  We wasted time waiting around for the installer to come to our home to only try to convince us to pay more for the new system, not to repair.I ask that Maximum/[redacted] provide documentation showing the original contract of what was to be installed.  My notes show that we should have received a system to replace the [redacted] system we had which included the hard wired fire system and 2 keypanels, 2 remotes 2 motion sensors.I would also like to see the documentation of the credits that were issued to us for our system not working properly. To this date we have received no such credits.  We had our bank, [redacted], investigate the monthly charges of 34.99 on our behalf and they removed it and furture payments after receiving no valid response from Maximum/[redacted] in May of 2014.  And since that time we have not had any service on this system.I also ask that if Maximum/[redacted] is willing to repair/replace the system with what we were originally promised, and as long as it is NOT the same installer Kirby, then I invite them to get our system up and running.  Because currently we do not have a working system in place as stated in the contract.  We do not have the 2nd Keypad as was stated, along with the fire alarm issues.Thank you [redacted]I also found my hand written notes from the sales call with [redacted] and there should have been notations on the installers paperwork regarding the unfinished installation. ?

[redacted] has made a total of $120 unauthorized withdrawals from my account AFTER my contract was terminated. I terminated my contract with the company in December, since then they have made 3 withdrawals total of $120. I went through a lengthy process with their "sister company" Maximum Security to get the issue resolved. They even sent me a bad check, which is why I have no patience for this company. I have contacted Maximum Security they tell me [redacted] is making the withdrawals, while [redacted] won't even respond to me and transfer my calls to Maximum Security. My case handler from the Revdex.com in CA has advised me to file the complaint against [redacted] because that's what the bank statement shoes.Explanation for the charges incurred and written confirmation of termination of contract.

I am rejecting this response because:On Friday 12/12/14, We received a message from Maximum Security stating that they are unable to find an alternate installer in our area to service our system.  They stated that they were going to remove any amounts considered owed from our account and consider it closed. We were to keep the equipment.We would like the business to send that to us in writing and confirm through the Revdex.com complaint process.Thank you [redacted]

Yes, this is correct. After further research we do not have another installer in the area therefore we are going to cancel the account for the customer. Their account was already pulled from collections. Due to the fact we are unable to satisfy the customers needed we have advised them we are canceling the account with no further collections action.

This complaint needs to be taken up with [redacted] the Monitoring company. We are not the monitoring company and have no control over this matter.

I am rejecting this response because:  I appreciate the actions that the representative from Maximum Security Alarm has taken regarding deleting their credit inquiry and my information from their database, however, I am still not at ease with my social security number and personal information being at risk with this third party that has been referred to in the previous business responses.  Because I reached this third party by calling Maximum Security Alarm's Sacramento, CA, number to discuss this matter, I strongly feel that Maximum Security should provide the full name and contact number of this entity who spoke for them and whose employee read my social security number by number.  As a side note, it was a company named Monitonics who scheduled the tentative appointment, then Maximum Security Alarm showed up as an inquiry on my credit file, and now a third party referred to as AG has my personal information.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  Upon receiving this response, we received a call at 12:54pm on July 13, 2015 from Maximum Security from [redacted].  She gave us two office numbers to reach them.  They are as follows:  [redacted] or [redacted].  She mentioned that they will take care of our move and a payment.

The last time we spoke with this customer we advised him a [redacted] service dealer [redacted] would be coming out to service the customer. This customer needs to contact [redacted] for all service needs. Jan 7 2014 1:00PM PST - Jessica Escobar job# 10443132 was closed for second time at customers...

request per [redacted]. We reopened service ticket and reassigned to [redacted]. Jan 6 2014 1:08PM PST - [redacted] Transferred Call from  [redacted]. Customer was extremely upset and requesting to cancel because the siren he purchased at the time of install and the motion he purchased 12/2/13 hadn't been installed. Additionally, his chimes were set improperly and he was upset that the tech drilled through his maple doors to install the contacts without his consent. Advised the customer a ticket was opened on 12/2/13 but he states no one ever contacted him. According to [redacted], the dealer tried to contact the customer several times, left messages, then closed the ticket due to unable to contact / no response from the customer. Resolved the issue by scheduling [redacted] to go out tomorrow between 9a-11a to run service call and submitted check request for 3 months of service @ $29.99 - $89.97.Why is the customer waiting 11 months to contact us regarding this issue when we tried to resolve the problem on several occasions back in January 2014. We will not refund or cancel the account to the fact we made several attempts to complete the service and the customer did not allow us or respond to service requests. We have already refunded the customer 3 months due to service issues.

I am rejecting this response because: This is only a partial refund. In response to [redacted]s email. I appreciate the ownership of the mistake and $254 HVAC credit. However, I also spent an additional $100 to replace my old thermostats which your technician took. That is a total of $354. I am willing to settle for that and put this issue behind me and forgo the additional expense of a higher electric bill due to this mistake. Also please listen to the phone calls if recorded, Kristen who stated she was the supervisor said a technician would be available in a week, this is an unacceptable response. I stated to her and other technicians multiple times that I had an infant and toddler in the house and it was extremely cold.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I contacted AG Sales on 12/22/14 and spoke with a representative named [redacted].  I explained my concern that, because of its business relationship with Maximum Security Alarm, this company had my Social Security number in its system as it was read to me number-by-number by their employee on 11/26/14 when I called the Maximum Security Alarm number.  [redacted] stated that he was searching as we spoke, and he could find no information under my name in their system.  At this point I hope that both companies have, in fact, truthfully disclosed that my Social Security number and personal information have been deleted from their databases, and no further unauthorized or fraudulent activity will result from my social security number having been compromised.  I have received to date no satisfactory explanation of how they obtained my Social Security number.

We just moved our office location therefore everything is being transferred to our new location. We will take care of all of the customers requests today.I am sorry for the delay.Thank you.

Thank you again for following up with me. I have officially given up on Maximum Security and [redacted]. I still did not receive an official termination of contract and both companies have refused to claim liability over the $120 that was withdrawn from my account after we terminated the contract. I was able to recover the money from my bank because I had asked them to stop any further withdrawals from [redacted]. I appreciate all your help with the matter.

When our account office sent the refund they did not see this portion of the refund. We are sending the refund today.

Yes we will reimburse the customer the cost of the HVAC invoices and the cost of the thermostats purchased at [redacted]'s. I will be submitting a refund check request for the amount of $351.18. Again I do apologize for the situation. We will be conducting additional training with [redacted] and our technician who originally installed the thermostat into the home.