Maximum Security Alarm, Inc.

We have attempted to help this customer time and time again with no success. They have refused service or not showed up to scheduled service calls.We have gone back and forth us regarding what issues they have and we have repaired or attempted to repair the problem every time. This...

customer was sent to collections due to not paying for the service they signed up for and fulfilling the contractual obligations they signed up for. We have spoke with both parties and every time they agree to service they either cancel or are not home for the appointment. We have provided this customer with account credits due to complications they experienced with the installation of their alarm however whenever we take over another companies alarm system there is a chance the alarm system could have complications. We have tried to work with this customer through everything since March and since they customer stopped paying for their alarm system and did not allow us to repair the issue they broke the contract and have been sent to collections. We are more than happy to repair the issues. I suggest the customer read the contract they signed and agreed too therefore they can understand why they are in collections.

I am rejecting this response because: The business has already been given permission to speak with me throughost [redacted]...

[redacted].  They have also been informed of my PA status. I have spoken on his behalf before to bother [redacted] and Maximum Security.  I am sure they have notes. Also [redacted] lives with me so my contact info and his are the same. We have also requested copies of the contracts and they have failed to arrived. The company rep has advised me already that if [redacted] cancells he is responsible for paying all payments.  I am not interested in this option as I feel the company had taken advantage of an elderly man . At the very least I want him released completely from the contract they say he is under. I would also like a refund of monies paid. I would also like the company to respond either through the Revdex.com or by email so there is a hard copy of all correspondence as from past experience I have found that there rep was abusive and used out right lies in our phone conversation. Thank You,[redacted]

We can certainly speak with this consumer and discuss the situation and provide her with the information with whom she spoke with which is a 3rd party contractor we work with. They use our database to schedule installations when they are contracting alarm installations with our company.

I am rejecting this response because:  It does constitute a breach of contract.  I guess a judge will have to decide.  My complaint was with Maximum Security not [redacted].  [redacted] value the concerns of customers and according to the attached letter have closed me out and sent it back to Maximum.  They should not even bring [redacted] up.  They are the deceptive company that I am complaining against.

Thank you for your prompt attention to and moves to resolve this situation.  I have read the response and am satisfied with 2 of the 3 issues involved - the deletion of the credit inquiry and removing my information from their database.  My remaining concern is an explanation of exactly how they had my social security number without my having given it them.I feel that I can accept the resolution with this information.

Hello,Please contact Maximum Security Alarm at 1-916-676-6839. We have moved office locations and are in the process of transferring our phone number to our new office however we have had some technical issues getting the numbers transferred. We are happy to help you.Thank you.

We will certainly call the customer today to go over some options on how we can repair the system without having the original technician do the work. We have since removed this account from collections due to situation. We will work diligently with the customer to resolve the issue and get the alarm system back in working order. I do see in our notes there was an account credit provided to the customer invoice#[redacted] for $69.98 received to us on 5/19/14.

In response to the letter sent by your office Wednesday, November 19 2014 the following is submitted: [redacted] never advised me that [redacted] would be coming out to service my alarm system, but rather that someone would be contacting me.[redacted] is a [redacted] Dealers. [redacted] is the alarm Monitoring company therefore they are the company whom you pay your monthly monitoring bill monthly and does all of our alarm Monitoring. Since Maximum Security Alarm no longer had an Alarm Technician in the area your alarm company [redacted] sent assigned one of their service reps to your open service ticket. As explained in the original response the customer did not respond to the service request therefore [redacted] closed out the service ticket. As I remember, the work was closed out and assigned to [redacted] as [redacted] no longer had anyone in the area to my service my system. [redacted] is an authorized [redacted] Dealer whom they use to repair service on alarm systems. [redacted] assigns service dealers to repair service requests. [redacted] did not contact me to set up an appointment, but later called back to cancel this appointment as they did not have the siren, or motion sensor that was to be installed and indicated that they would get back to me to set up an appointment upon receipt of these items. [redacted] never got back with me nor was a message ever left in regards to this. There is just my wife and I at this phone number therefore there would be no opportunity for this matter to be missed. We have no control over the company [redacted] as they are not affiliated with Maximum Security Alarm. We are both Authorized [redacted] dealers however we are not associated with [redacted] and that complaint needs to be addressed with [redacted] or [redacted].As to why I waited 11 months to contact anyone it is because I was in the process of moving into a new house, building a new building, acquiring repairing and selling an additional property, and running a multimillion dollar business by myself. I do not have time to deal with a $30.00 dollar per month business that is not doing its job.All we ask is for the customer to communicate with us to resolve the problem. If there was a service issue [redacted] is very diligent regarding repairing open service tickets.   Lastly, the system was up in so poorly that filters were left out and it diminished the function of my internet.This can be repaired during a service call and [redacted] will gladly open another service call with this customer. The customer will need to call [redacted] at [redacted] to request a service call from their alarm technician.

We have done everything on our end as requested by the customer. I will follow up with Montironics to see why they are charging her but we are not charging her account. She needs to call and cancel with Monitronics her Monitoring company if there was ever a concern.?

I am rejecting this response because: I did not get a full refund of my money. Maximum Security did not pay off my previous alarm contract like they said they would. Consequently, I was billed a total of $120 over 3 months. Maximum Security said they would refund me but have not.

This business has taken care of the problem     thank you

I received a bad check for $351 from Maximum Security for damages that they caused. For five days now I have been given the run around. Strangely, neither the manager nor the CEO has been to the office all week. I find this quite hard to believe. One of the supervisors in customer service told me that I could take the check directly to their bank. I called before I left to make sure the funds were available. When I went to the bank, I was unable to cash the check. The branch manager at the bank spoke to the supervisor at my request. The supervisor stated that accounting was in a meeting and it would take 30 minutes. She stated that as soon as they were done they would call the bank before they closed in 2 hours.I called back 30 minutes before the bank closed, the supervisor had left for the day and there was no one that could help me. In addition Maximum Security also owes me $120 for failure to terminate my previous alarm contract like they said they would.Refund by Wire immediately to my account for the total amount owed $471.Previous Revdex.com case # [redacted]

We have addressed this same issue with the customer time and time again. In fact we e-mailed a copy of the customers contract to her grand-daughter:Feb 19 2015 9:04AM PST - [redacted]Emailed Granddaughter copy of contractFeb 18 2015 1:14PM PST - [redacted] ALSO SAID IT CAN BE EMAILED TO...

:[redacted]We do not offer trail periods for our alarm systems, nor have we ever. ?

I am rejecting this response because: I was open to many different options they turned them all down, even agreeing to to pay to have all the windows alarmed, they agreed at 35.00 per window, my only request was that they drop one year of the 36 month contract for minitoring, they refused, I have since been told by another company that legally in california they cannot have you contract for more than 2 years on monitoring, if that is true, it's foolish that they turn my request down, I dont believe the monitoring was installed correctly, I proved it. I could walk from my door leading to the kitchen from the garage, go past kitchen into dining room & living room and 3rd br. and alarm would not go off. in frustration I had an electrician remove ther alarm, they never phoned me, no alarm went off. nothing happened, so I dont believe that monitoring was done correctly they never called an emergency number so what kind of alarm is that, that it can be removed and not one thing happened. I will take them to court and I have prove for the two electricians that were there, no alarms were sounded. o contact ever made. they put 4 poor contact in your home and then want to tie you up on monitoring for 36 mos. I was solicited on the phone for this saying free installation, well that wasnt true either I paid 99.00 look where they mae there money on  all the minitoring fee they recieve 39.99 er mo. for 4 contact. you can have eveery window done and still only pay the same fee.. it is to hard to write these things, if I can talk to you on the phone it would be much better if possible.  thank you, trust me when I tell you that a good company would work with you in some compromise, they would not accept any of the options, the other was to buy out of the contract, they said no. then I tried to get the 39.909 reduced as that is high for only 4 contact, they refused, please check into the rulling on it being illegal to sign you up for 36 months.    tthank you

We spoke with this customer today and are in the process of working on a solution with this customer. We will mail the customer a user guide as well.

Dec 2 2014 1:47PM PST We received all parts installed - SIMON XT PANEL, 1 MOTION, 4 CONTACTS, 1 KEYFOB. Customer sent all of her equipment back to the office due to the fact we could not provide her with additional free...

contacts.                                   �...⇄ We have apologized and explained to this customer that we tried to help, but unfortunately she's asking for more than we can provide for free or what the customer wants to pay. The customer hung up on us several times when we expressed to her we are unable to provide her with $100's of dollars worth of equipment for free or what she felt was a fair price. We advised the customer what the price is for the additional contacts she requested which is $35 per contact. We have provided the customer with 4 contacts at no charge during the initial installation on 9/13/14.                                  ...⇄ Nov 18 2014 4:14PM PST customer called into our office inquiring about new equipment request. We quoted the customer for 9 window contacts and one free door contact including installation it would be $315. At that time we advised the customer typically we require payment upfront but she can pay once the tech is there to install. Customer stated she feels she is a senior who was taken advantage of from the beginning. I told her I resent that remark  and I'm sorry to hear she feels that way just because we cannot provide her with the price she wants to pay. We have a cost for the equipment & installation we must pay and the price we quoted is our cost. Customer feels she is entitled to some sort of compensation because she's a senior and wants her monthly rate reduced because she has friends who pay a lower rate. We continued to advise the customer we cannot accommodate her demands and the customer hung up the phone.

Review: A representative from the company installed an alarm in my home. I was told I would receive the contract and supporting documentation (alarm signs) in the mail. One week later I still have not received anything. I was told the manual to operate the alarm would be emailed, I still have not received anything. I called the company and asked if they would sent me the alarm certification paper so I could share that with my insurance company. I was told they would email it right away, it is now a week later and I still have not received the paperwork. I've tried to call the company again, they have an answer machine turned on and have not returned any of my calls. The same day the alarm was installed money was deducted from my account. I have an alarm system in my home that I'm not sure how to assign codes. I'm very disappointed in this company and not sure if they are still in business and would like a full refund.Desired Settlement: I would like a refund.

Business

Response:

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.

Business

Response:

I was told I would receive the contract and supporting documentation (alarm signs) in the mail.**We have already sent the customer a copy of the contract as requested. It was sent 7/5/15I was told the manual to operate the alarm would be emailed, I still have not received anything.**We have sent the customer a manual to operate the system which will arrive any day now. I called the company and asked if they would sent me the alarm certification paper so I could share that with my insurance company. ** We have sent the alarm certification out to the customer which will arrive soon or have may have already arrived.The customer can call us at [redacted].We have emailed or mailed out all of the requested items for the customer. I apologize about the delay. We cannot refund anything since the money paid was for the monitoring services the customer is receiving and we have done everything the customer requested.

Review: installed alarm system on 5-16-2013. Soon after installer left system began malfunctioning-cannot use.

Purchased a GE Simons xti alarm system on 5-16-2013 and installed on same date. Soon after installer left the alarm began to send tamper/ malfunction alerts to monitoring company. Monitoring company called me at wrong number to advise of problem notice that they were receiving. I have spoken with [redacted] in Service, [redacted] at Monitronics the monitoring company, [redacted] in administration from Maximum, [redacted] in their survey department, [redacted] at Monitron, etc. I have tried to get someone to trouble shoot system so the alarm will stop disturbing my neighbors to no avail. The best offer they have given me is to send someone on Monday, May 20, 2013 to try to repair the system that never worked for more than one hour. I really have no confidence in their ability to deliver a functioning system and have already experienced the extreme difficulty of trying to speak to anyone but an answering machine on the emergency call line. Even though they called me on the wrong number several times to tell me about the malfunction and did not reach me, the police never came or called. Therefore if I was in trouble I could be dead because of their lack of proper monitoring. Highly unprofessional service. I also have to put up with constant phone calls and messages from the monitoring company because the machine is sending tamper/malfunction alerts to them.Desired Settlement: I would like my money back and their non-functioning equipment out of my house. Copies of everything.

Business

Response:

Business' Initial Response

We spoke with Ms. [redacted] yesterday and believe we resolved all of her concerns with the security system. We provided her with a "Notice of Cancellation" and have agreed to start her 3 day right of rescission on 5/20/13 therefore if this consumers wishes to cancel between 5/20/13 - 5/23/13 she may do so.

Review: It started by receiving a call at home from a lady who introduced herself as [redacted] from [redacted] ( phone [redacted]) and said she was a sales rep. of an alarm company.I told her that I already have an alarm system installed. She asked me about the company that installed it and when. when I provided her with the info. she said that she has a better system for me .After a long discussion we agreed to the following:1- Replacement of the old system with w new one.2-Monthly payment of 32.99 which will never increase as long as payments are on time.3- 2 restaurants gift cards of a value of $500 each to mailed to me upon the signing of the contact.On November 21, 2013 the technician of said company Mr. [redacted] came to my house and installed 1 keypad only (instead of 2)and 2 window alarms( instead of 6). when I asked him about the reset of the system, he told he has already installed what ever he was authorized to. I called Ms. [redacted] to follow up with her, a prolonged discussion between me and her ended by the technician agreeing to sign a statement to come back and install the rest of the system. Upon signing of the contract I noticed that the monthly payment has changed to $34.99. When I refused sign the contract, he called the said company and changed the firs entry of the monthly payment to 32.99.When I old him to change the rest of entries of the monthly payment.He told me not to worry because the people whom he called know what the are doing. I requested that he initialize the change he made, and he did.I spent 3-4 months following up on the restaurant gift cards and the rate with Ms [redacted]. Fist she canceled one card due to my demand that the new system should be he same as the old one.At the end (before stopping to receive my calls) she told me that the restaurant gift card was in her hand and she is going to mail to me before the end of that business day. But until now I have not received anything.Now, I am following up on multiple issues with MSA but things gtDesired Settlement: Termination of the contract or its fulfillment as agreed to. In case of the refusal of Maximum Security Alarm carrying out its commitments,a full refund of the monthly payments since the beginning of the contract is required.

Business

Response:

No matter what we do we will never be able to make this customer happy.

Review: Phone solicitation to cell phone number.

Business representative called my cell phone to solicit business stating he was "in the area" and asking me to confirm that I was a homeowner. It is not legal to call a cell phone number for this purpose. Upon being so-informed, representative stated "how about them apples" and hung up.Desired Settlement: Business modify their practices to comply with the law, including checking that the numbers they cold call are not mobile numbers or on the federal do not call list.

Business

Response:

Business' Initial Response

I am writing this letter in response to the complaint sent to us from your office on behalf of [redacted]. We abide by all national DNC regulations and I can mail a copy of our companies DNC policy for your records. This complaint did not include the telephone number in which Mr. [redacted] was contacted at. All telephone numbers owned and operated by Maximum Security Alarm, Inc. have an area code of 916 since we only have a call center located in Sacramento, CA. We will be more than happy to add Mr. [redacted]'s telephone number to our internal DNC records. Please provide me with the telephone number in question so I can research this further. I appreciate your direct attention to this matter & Thank you for your time.