Moon Security Services

Mr [redacted] is correct, he has been a long term clientWe acquired the assets of Wired Technologies, a local company that went out of business in Mr [redacted] was one of those accountsThe alarm system in Mr [redacted] 's residence transmits signals via a cellular communicatorThis communicator was using 2G technologyIn 2015, we bagan sending letters to all the clients - over locations - who were utilizing this soon to be defunct technologyThe cellular companies were required by the government to keep the 2G towers functional through December We have a record of three letters sent to Mr [redacted] , in addition to six calls made to the two numbers he provided us withLikely because of work and travel issues, Mr [redacted] left this issue wholly unaddressed until the system had failed and the cell towers were no longer capable of receiving the signalAll clients were mailed letters detailing the cost of a replacement unit - and the cost to the client was also the cost to our companyWe were not making money from this issue; we were more interested in continuing to protect our client's interests and keeping their systems functionalOut of clients, approximately systems went past the time alloted until the 2G Sunset took placeMr [redacted] was one of thoseHe eventually responded to the certified letter we sent, and spoke with Stephanie in our scheduling departmentI'm unsure of what was said during that conversation, but it does not sound as if Mr [redacted] was provided the correct informationWe receivied signals from Mr [redacted] 's system until 1/11/A history of signals received by our automation software is attachedHe contacted our monitoring center on 1/20/and said he wanted to cancel serviceAn email was sent by our accounting/attrition department on 1/23/detailing all of the options, including the requirement in the contract to provide notice in writing in order to casncel, days prior to the expiration date on the contractThis was the last contact we had with Mr [redacted] until June 2017, when he responded to the certified collections letterWe again asked for cancellation in writing so we could process the requestMr [redacted] was also offered a replacement communicator, at no charge, in order to make his system functionalI have no record of a response on that, and have yet to receive cancellation in writing.This is an unusual situation, due to the end of a long used technology, and many of the clients were unaware or confused by itIt appears Mr [redacted] was simply too busy to address itWe have no desire to send long time customers to collectionsThe lack of response is what precipitated this actionI will make the following offer: Mr [redacted] could accept the installation of a new, 4G communicator, at no charge to him, other than signing a new updated agreementOr, Mr [redacted] can send written notice allowing us to satisfy the attorney's who require it, and I will hold him to a day notice (one month of regular service billing) and end the collection action.Whatever Mr [redacted] decides, we appreciate his business, and will take whatever action necessary to close this issue amicably.Respectfully Submitted,Thomas P [redacted] General Manager

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 It is too bad that Moon's staff wasn't adequately trained, and failed to bump up the complaint for guidance or follow up with me directly If they had, I would likely still be a Moon customer Thank you for helping to resolve this While it doesn't help me directly, hopefully my experience will prevent unpleasant incidents for others needing or using security services.Sincerely, [redacted]

Mr [redacted] moved into a house with an existing alarm systemIt was not installed by Moon SecurityThe system was at least years oldThe manufacturer was FBII, and parts are no longer manufacturedAttached is a link that describes that an upgrade of the main control panel is the only remedy if the main panel fails.http://www.home-security-systems-answers.com/fbii.htmlThis link is readily available on lineMoon Security has no connection to this web site; and no input as to what is postedThe simple fact is that year old electronics need to be replaced occasionally.This was the issue with the system Mr [redacted] found himself in possession ofMany people do not understand that when you run power through an electronic device hours a day for years, a failure is likely at some pointThis upgrade was not forced on Mr [redacted] He made a decision to purchase when his alarm system could no longer communicate properlyHe was offered the opportunity to supplement the expense of a full system sale over time by agreeing to be monitored for a year time frameWe traveled to his home twice in order to meet his needsBaker City is a hour one way tripSo a total of hours of travel, the cost of the replacement equipment, the time on site to properly install, program, test, and trainThe state of Oregon requires licensed electricians to install these low voltage systemsOur hard cost of just the travel was over $600.Mr [redacted] sent only the contract he signed on 5/13/where he quite correctly wrote weeks for the monitoring time periodThis was to cover him during the time between diagnosing the issue with the old system and the day we would be available to install the new systemI have attached that contractWhat Mr [redacted] failed to provide was the contract he signed on the day of the new installation, dated 5/17/This clearly shows a year term, and Mr [redacted] did not cross out the term on this agreementIt had been fully explained to him, proven by the fact that he crossed out the term on the earlier agreement and wrote in weeksAlso attached is the service ticket signed by Mr [redacted] on 5/13/2013, which shows he wanted to upgrade the system; he was not charged for the first visit; and the battery and siren we installed on 5/13/was not charged for, but included in the upgrade priceAgain, Mr [redacted] signed this service ticket as well.It is common practice in our industry to charge little to nothing down and to earn that upfront cost back over the life of the agreementIn the residential market it is almost imperative, or we could not compete with the large national companiesMr [redacted] could have paid full price for the marked up cost of equipment, labor, and travelIf he had chosen to do that, he could have had a month to month monitoring agreementHe made a purchasing decision he now regrets because he chose to sell the house and move.Our contract is valid; was offered and signed freely; in fact Mr [redacted] had four days between visits to change his mindYet he freely signed the second agreement on 5/17/I think it likely he deliberately failed to include the newer contract in his complaint to the Revdex.com in order to either shame us into dropping the balance of contract invoice or hoping our record keeping was so poor that we would not have a copy of his actual valid monitoring agreementIf this is not an attempt by Mr [redacted] to defraud us, then he clearly does not properly recollect the events surrounding his decision to upgrade his security equipmentI am in possession of a page packet detailing his disconnect request via email with one of my customer service representativesIf Mr [redacted] chooses to proceed with this complaint, I'll break out the packet and provide all of the correspondenceThis packet contains several documented attempts by my CSR to have Mr [redacted] put us in contact with the person who purchased his propertyOur standard practice in these situations is to offer our monitoring services to the new ownerIf they accept, we write off the balance of contract invoice and do not pursue payment from the former ownerMr [redacted] failed to respond, and failed to provide any assistance to prevent the balance of contract billingHis decision to purchase over time; his decision to sell his house and move before advising us; and his decision to fail to provide us with the ability to assist him in this process; are the reasons he has been presented with the balance of contract billingWe will pursue this through a collection agency if that becomes necessaryThis is not the manner in which we wish to conduct business; and we only resort to it when a former client decides to change the terms of payment because their situation has changed and they wish to stick someone else with their debtHis misrepresentation of the facts withstanding, this is a legitimate debt and we expect to be paid in full.Thank you for your time.Respectfully Submitted, [redacted] General Manager

After receiving notification of this complaint, I had my staff research Mr [redacted] 's informationMr [redacted] is essentially correct in the majority of the facts he statesHe was a long time client, paying for monitoring services and a maintenance agreementThere should have been no delay between his calling for service and us sending a technician out at no charge to himThis call was not handled properly, and I have discussed the issue with the employee involved to both recognize the clients who pay for maintenance, and to follow through as promisedThis remedial training does not of course help Mr [redacted] in any wayWhile his contract is valid and does not expire until the end of the calendar year, we do offer to waive the balance for long term clients when our services no longer suit their needsWe do have a day notice to cancel requirement, but my staff should have recognized that it should not apply in this caseDue to the fact that Mr [redacted] 's original request was improperly handled, I will immediately process a refund for the July services in the amount of $and have a check mailed to himI would also like to apologize for this issue, thank him for his business over all these years, and wish him the best of luck moving forward with his new provider I would be happy to discuss this with Mr [redacted] if he would like Respectfully Submitted, Thomas P [redacted] General Manager