Maximum Security Alarm

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

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 withThey use our database to schedule installations when they are contracting alarm installations with our company

We have addressed this same issue with the customer time and time againIn fact we e-mailed a copy of the customers contract to her grand-daughter:Feb 9:04AM PST - [redacted] Emailed Granddaughter copy of contractFeb 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?

Dec 1:47PM PST We received all parts installed - SIMON XT PANEL, MOTION, CONTACTS, KEYFOBCustomer 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 payThe 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 priceWe advised the customer what the price is for the additional contacts she requested which is $per contactWe have provided the customer with contacts at no charge during the initial installation on 9/13/ Nov 4:14PM PST customer called into our office inquiring about new equipment requestWe quoted the customer for window contacts and one free door contact including installation it would be $At that time we advised the customer typically we require payment upfront but she can pay once the tech is there to installCustomer stated she feels she is a senior who was taken advantage of from the beginningI 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 payWe have a cost for the equipment & installation we must pay and the price we quoted is our costCustomer 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 rateWe continued to advise the customer we cannot accommodate her demands and the customer hung up the phone

This business has taken care of the problem thank you

We have attempted to help this customer time and time again with no successThey 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 timeThis customer was sent to collections due to not paying for the service they signed up for and fulfilling the contractual obligations they signed up forWe have spoke with both parties and every time they agree to service they either cancel or are not home for the appointmentWe 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 complicationsWe 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 collectionsWe are more than happy to repair the issuesI 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: This is only a partial refundIn response to [redacted] s emailI appreciate the ownership of the mistake and $HVAC creditHowever, I also spent an additional $to replace my old thermostats which your technician tookThat is a total of $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 mistakeAlso 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 responseI stated to her and other technicians multiple times that I had an infant and toddler in the house and it was extremely cold

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 closedWe 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]