Security Systems and Monitoring

2 November 2015RevDex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ
85014-4585Re: Complaint [redacted]To
Whom It May Concern, We
have received the complaint regarding Mr. [redacted] Visa Gift Card
Rebate.  At
this time, we are experiencing a delay in processing our Visa Gift...

Card rebates.  In an effort to expedite this, we will be
bypassing our normal 3rd party distributor to send Mr. Zhi
Wang’s card to
him.  Mr. [redacted] $200 Visa Rebate
will be shipped from our office in Chandler, Arizona on or before November 9th,
and she should receive it within 7-10 business days from that date.You
are welcome to contact me directly with any additional questions you may have.Best
regards,Katie
W[redacted]Customer
Service SupervisorSecurity
Alarm Now###-###-####

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

6 January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Case ID. [redacted] To whom it may concern, Unfortunately at this time we will not be able to help Ms. [redacted] solve her complaint. Ms. [redacted] signed up with our company 3/14/2014.  She...

spoke with us 2/03/2015 about her move. At the time she was given the correct information on how to go about getting her services moved. Unfortunately, instead of following the process, she had another dealership for ADT come out to her new home and install equipment.  After learning that was not the correct process, she then cancelled with the other dealership and never continued with the process with ADT corporate. Due to the process not being followed and not continuing her service when she moved she was charged the remaining 75% of the balance of her contract as agreed upon in her contract. We have tried to work with her and even lowered her balance to a total of $528.63 instead of $809.82. At this time, this is the amount she will have to pay to be released from the contract or we will have to move her account to collections. Best regards, Todd Z[redacted]Customer Service ManagerSecurity Alarm Now[redacted]

6 January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Case ID. [redacted] To whom it may concern, At the time of sale, Mr. [redacted] asked about the ability to move his system if he moved. Being with ADT allows him to move his system to his new home. At...

no time was information given to Mr. [redacted] about the ability to change the name on the contract as stated in the complaint. We have done everything we can as a company to help him with the move. We have offered to move the system to a new home as discussed in the original sales call, customer declined because he does not have a home to move into for about 6 months. We offered to put his contract on hold until he moves into a new home. Customer understood and said he would work with ADT. This was the last conversation we had with Mr. [redacted] on 12/28.  As of now, there is nothing we can do for Mr. [redacted] to satisfy his desired settlement of terminating the contract. In this case, he would liable for 75% of the remaining balance of the contract if he does not want to continue with his services. Best regards, Todd Z[redacted]Customer Service ManagerSecurity Alarm Now[redacted]

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Thank you for your effort in resolving this issue.
Regards,
[redacted]

To Whom it May Concern, We appreciate you bringing this to our attention as it is very important to us to make this right for our customer. We have scheduled a technician to come out to the customers home on friday 02/19 and confirmed this appointment with the customer to ensure he is happy...

with a working system. Please let us know if there is anything else we can help you with!

To whom it may concern,Thank you for bringing this to our attention, we will be sending this customer a Visa gift card from our office within 24 hours in the amount of $100.00. We apologize for the delay, with distribution of this gift card we consider this complaint resolved.Thank you and...

have a great day!

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, in addition to the $100.00 gift card for signing up I was to get an additional $100.00 gift card for referring a neighbor ([redacted]) and there was no mention of this.  I will wait l for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Sir/Madam,This is to inform you that as of this date, 11 November 2015, I have not received the rebate Visa Card as promised in the reply from ADT.  In their response they promised to process the card on 19 October and I should receive it in 7-10 business days.  I accepted their response and I realize that you have closed this case.  I just wanted you to know this information so that it might help with any future problems with ADT.  I thought I was dealing with a very reliable company.  That has not proven to be the case.  Thank you for your time and consideration in this matterYours truly;[redacted]610

To whom it may concern,Thank you for bringing this to our attention, after reviewing the account, we will be sending this customer a Visa gift card from our office within 24 hours in the amount of $100.00.We apologize for the delay, with distribution of this gift card we consider this complaint...

resolved.Thank you and have a great day!

To whom it may concern,Thank you for bringing this to our attention, we will be sending Miss [redacted] a Visa gift card from our office by March 17th, 2016,  In the amount of $200.00.We apologize for the delay, with distribution of this gift card we consider this complaint resolved.

To whom it may concern,Thank you for bringing this matter to our attention.  We will be refunding the customer the full installation fee.  This may take 7-10 business days. I have spoken with the Mr. [redacted] to inform him of this. Thank you and have a great day!

We were never told about a rebate form or given aNutting to send in. This is another excuse. I'll keep pushing till I  get the gift card, it's a matter of principal now. Your customer service is the worst. I"ve called your company many times with no answer or answering any of my . messages .  we were never given any forms or told we had to do anything.  Excuses Excuses.   Now what, for good customer service send us a form and give us the card.

8 October 2015Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted]To Whom It May Concern, We have received the complaint regarding Mr. [redacted] Visa Gift Card Rebate.  By Mr. [redacted] own admission, he did miss the thirty day...

deadline for postmarking his rebate form, as was clearly explained to him at the time his order was placed and is clearly stated on the rebate form.  We are willing to honor that rebate despite the lateness of the submission.At this time, we are experiencing a delay in processing our Visa Gift Card rebates.  This would have been explained to Mr. [redacted], had he contacted us directly rather than involving the Revdex.com.  Mr. [redacted] $150 Visa Rebate will be shipped from our office on October 19th, and he should receive it within 7-10 business days from that date.You are welcome to contact me directly with any additional questions you may have.Best regards,Katie W[redacted]Customer Service SupervisorSecurity Alarm Now1.[redacted]

To whom this may concern,Thank you for bringing this to our attention.Our customer was advised during the initial sales call on our new rebate process. As of 01/2016 our rebate process has changed. Customers are able to submit for their rebate once they have completed 3 consecutive payments...

for 3 months on their monitoring. Customers will then be able to submit the rebate form.We apologize that there was a miscommunication with one of our technicians on the new rebate form. We have addressed this and going forward will not occur again.I have sent Mr. [redacted] a rebate form in the mail today so he can submit it after he reaches 90 days of service.  I have spoken with Mr. [redacted] to explain the process, he was satisfied and thanked me for my instructions.Thank you, have a good day!

To whom it may concern,Thank you for bringing this to our attention, I spoke with Mr. [redacted] today and he stated that he did in fact receive his Visa rebate card.  Please let me know if you have any additional questions.Thank you and have a great day!

I requested three $100.00 Visa Cards.  I will consider my complaint resolved on receipt of same.   Thank you for your time.

I do not accept the response from this business since the disconnect notice is from their billing department. How is the average customer to know they have been assigned to any different affiliation if there is no notification. Additionally, at the very least, since the affiliate "Security Alarm Now" represents ADT they should at least forward appropriately the complaint. I am including the email from the Security Alarm Now billing dated November 3, 2015. This company is not without responsibility...
Disconnection Notice for your ADT Security
Acct!!!












November
3, 2015 
Dear
Valued Customer, 
We
have been notified by the ADT Billing Department that your security account
is over 30 days past due. 
Upon
installation of your security system, you signed an agreement for monitoring
services.  If this agreement is breached and your account cancels, it will
be submitted to a collection agency for processing.  
To
prevent your service from being DISCONNECTED, we encourage you to
resolve this issue with ADT by calling [redacted]
Or
you may visit www.myadt.com 
and
click on the following links: Residential à My Account à Pay My Bill à ADT Easy Pay to view your account and
pay your bill online.  
Please
make the past due payment by Tuesday, December
1, 2015.  If you have made the FULL
past due payment on this account, please disregard this notice.
Sincerely, 
Collections
Department
Security
Alarm Now
[redacted]
ADT Billing Department

To Whom It May Concern,In response to your letter dated 6/25/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now understands Ms. [redacted]’s concerns; the non-refundable installation fee was disclosed and agreed to within our recorded...

confirmation of the order, following this Ms. [redacted] supplied her Sales Advisor with the checking account she preferred the transaction to be charged. To best assist the customer Ms. [redacted] has been refunded her $99 installation fee, totaling $107.59 including tax. This transaction takes an average of 7-10 business days to reflect within her account. Ms. [redacted] has been contacted and informed of the installation fee refund. You are welcome to contact me directly with any additional questions you may have.Best regards,[redacted]Customer Service ManagerSecurity Alarm Now