Security Systems and Monitoring

17 November 2015RevDex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ
85014-4585Re: Complaint [redacted]To
Whom It May Concern, We
have received Ms. [redacted] complaint regarding the delay in his Visa
Rebate Card.  First,
we would like to apologize to Ms. [redacted]...

for the delay in receiving his
card.  Currently our company is
experiencing a delay in processing the Visa Rebate Cards and we are working
quickly to rectify the situation and ensure that all customers receive their
cards in a timely fashion.In
an effort to expedite this process for Ms. [redacted], we will be mailing a
check directly to his home, in lieu of the Visa gift card.  Ms. [redacted] will receive an email
shortly with the tracking number.The
additional charge that Ms. [redacted] was referring to was the customer’s
voluntary upgrade to our Pulse monitoring system.  The cost was $49 plus tax for a total of
$53.03.  At that time, the customer was
also given an additional door sensor, which is a $119 value at no charge.You
are welcome to contact me directly with any additional questions you may have.Best
regards,
[redacted]Customer
Service SupervisorSecurity
Alarm Now###-###-####

Better...

Business Bureau:
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]

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 distrbution 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.  I am grateful to the company for their honorable action.  I did actually contact the company on two occasions about the rebate.  I left two voice mails with the sales rep which were never answered and contacted Customer Service once.  The contact with Customer Service was when I realized that I needed to send in a rebate form.  I did so the same day that I contacted CS.  I was confused about the process and believed that the rebate would be automatically handled.   Once again, I am appreciative of the company's response and look forward to a positive relationship with them in the future.  
Regards,
[redacted]

To Whom It May Concern,
In response to your letter dated 7/24/2015 regarding case ID number [redacted], the following are
the resolutions requested.
Security Alarm Now discloses to each customer that is installation fee is a non-refundable fee as
this secures their installation date, equipment...

package and promotional pricing. As with all
customers Mr. [redacted] was informed of and agreed to the non-refundable charge within the
recorded confirmation of the order. Following this Mr. [redacted] supplied his Security Advisor
with the credit card that they preferred the transaction to be charged on. To best assist the
customer Mr. [redacted] has been submitted for refund of the $99 installation fee, totaling
$106.18 including tax. This transaction takes an average of 7-10 business days to reflect within
the account. Mr. [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 Manager
Security Alarm Now
###-###-####

To whom it may concern,I spoke with Miss [redacted] today upon confirmation we have discovered she is due one referral visa rebate card for $100.00.  She stated she would like her referral to receive his rebate as well, this customer however did not fill out and turn in a rebate form, according to the notes in our system.  We will be sending another $100.00 Visa gift card to Miss [redacted] within the next 24 hours from our office. Please let me know if you have any additional questions.Thank you and have a great day!

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: Complaint [redacted]To Whom It May Concern,We have received Mr. [redacted] complaint regarding the delay in his Visa Rebate Card. First, we would like to apologize to Mr. [redacted] for the delay in...

receiving his card.  Currently our company is experiencing a delay in processing the Visa Rebate Cards and we are working quickly to rectify the situation and ensure that all customers receive their cards in a timely fashion.In an effort to expedite the process for Mr. [redacted] we have escalated his $200.00 gift card and it was processed on 1/4/2016 and will be arriving at his home at [redacted] within the next 7-10 business days.  You are welcome to contact me directly with any additional questions you may have.Best regards,Todd Z[redacted]Customer Service ManagerSecurity Alarm Now[redacted]

8 October 2015Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted]0To 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. Harris, 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 Now1.888.820.9255 ext. 1711

6  January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Complaint [redacted]
 To Whom It May Concern, We have received Mr. [redacted] complaint regarding the delay in his Visa Rebate Card.  First, we would like to apologize to Mr. [redacted]...

for the delay in receiving his card.  Currently our company is experiencing a delay in processing the Visa Rebate Cards and we are working quickly to rectify the situation and ensure that all customers receive their cards in a timely fashion. In an effort to expedite the process for Mr. [redacted] we have mailed a check directly to his home, in lieu of the Visa gift card.  The check was mailed from our office to his home at [redacted]  The tracking number for the check is [redacted]
 You are welcome to contact me directly with any additional questions you may have. Best regards, Todd Z[redacted]Customer Service ManagerSecurity Alarm Now[redacted]

I have received nothing from this company just like the first promise that did not happen.  I waited to see if it would come.I was given only one verbal quote for monthly cost from the technician which was higher than the company gave me.  As soon as he left I checked my written notes and it was $5 a month higher.I called the company immediately and it took 3 months to change.I also stated I did not want any in the FR except window and door.  Today I watched a commercial by the same company with a [redacted] number that states "complete home security system" "free remote with cost about $1 a day.The technician said to pay by check $2200.  After complaining it was changed to plan B for $1800 which we paid by [redacted]  We felt pressured.I want to be released from the contract.[redacted]

05/23/2016 Revdex.com 1010 E. Missouri Ave. Phoenix, AZ 85014 Re: Complaint #[redacted]  To Whom It May Concern, We have received [redacted]'s complaint regarding the past due bill for advertising. First, we would like to apologize to Mr. [redacted] for the delay in paying him for...

advertising our company on ESPN Denver. We appreciate him making sure that our name had made an appearance on his station. In order to resolve this concern and to satisfy this customer, we sent out a check for the amount of $1440.75 last week and we spoke with Mr. [redacted] last week and were able to provide a tracking number. You are welcome to contact me directly with any additional questions you may have. Best regards,  Taylor H[redacted] Customer Service Team Lead Security A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, 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.However, I'd like the company to consider what I mentioned about possibly changing the wording on their rebate form. It would save a lot of headaches down the line if people know upfront what timeframe to expect.
Regards,
[redacted]

To Whom It May Concern,In response to your letter dated 7/20/2015 regarding case ID number [redacted], the following are the resolutions requested.Security Alarm Now has been in contact with Mrs. [redacted] and has discussed the nonrefundable installation fee. To resolve Mrs. [redacted] concerns...

Security Alarm Now refunded this fee on 7/21/2015, Mrs. [redacted] has been advised of the processing period of 7-10 business days for this to reflect on her account.You are welcome to contact me directly with any additional questions you may have.Best regards,[redacted]Customer Service ManagerSecurity Alarm Now###-###-####

05/27/2016Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint # [redacted]To Whom It May Concern, We have received [redacted] complaint regarding his contract.   We actually spoke with the customer multiple times on 05/26/2016...

regarding his concerns. The customer must submit a “Notice of Cancelation” within a 3 day time period after their installation. We did not receive this customer’s form until 05/26/2016 and the form was not dated as to when he signed it. I personally spoke with the customer yesterday and was not able to speak due to the customer being very upset. The customer spoke with a few representatives after that and they did advise him the same as I was trying to. The customer did not complete the Notice of Cancelation within the allotted time and therefore we cannot release him from the contract. If the customer would like to cancel out the account, he would be responsible for 75% of the remaining contract. We did attempt to help the customer by sending a technician out to the home but he would not allow us to assist. The procedure that we have in place is not based on the individual person as it must be signed as part of the contract.You are welcome to contact me directly with any additional questions you may have.Best regards,Taylor H[redacted]Customer Service Team LeadSecurity Alarm Now###-###-####

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]

To Whom It May Concern,In response to your letter dated 8/5/2015 regarding case ID number [redacted], the following arethe resolutions requested.Security Alarm Now has reviewed Ms. [redacted] concerns, to provide clarity regardingquestions related to the contract length as well as Terms and...

Conditions of her Alarm ServiceContract, a copy of the customer’s signed agreement has been sent the customer for reference. Inaddition, the three (3) year agreement was disclosed within the marketing ad Ms. [redacted]responded to on 12/23/2015, the agreement length was again reiterated in the recordedconfirmation of the customer’s order on this same date, as well as clearly stated within the AlarmServices Contract signed by Ms. [redacted] on January 4, 2015 (See below).In response to Ms. [redacted] concerns regarding an increase in her monthly monitoring rate, hermonthly monitoring as well as billing for her monitoring is through ADT directly, thereforeSecurity Alarm Now is unable to assist Ms. [redacted] with additional resolution regarding billingconcerns. We do suggest Ms. [redacted] view the section labeled “Increase in Charges” within theTerms and Conditions, on page 5 of 8 of the Alarm Service Contact (See below) as well ascontact ADT Billing directly at ###-###-#### as they will be able to provide resolutionregarding her concerns.Security Alarm Now has fulfilled Ms. [redacted] desired settlement regarding a copy of heragreement. As for her desired outcome regarding the contract length and remaining balance,Security Alarm Now does not have jurisdiction over said areas and therefore refer her to ADTdirectly for further assistance.Please let me know if any further information is needed.Best regards,[redacted]Customer Service ManagerSecurity Alarm Now###-###-####

14 December 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 Ms. [redacted] Visa Gift Card Rebate.  I
want to apologize for the inconvenience this may have caused. 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 Ms. Ledger’s
check to her.  Ms. [redacted] $100 Visa
Rebate has been shipped from our office in Chandler, Arizona with the tracking
number of [redacted] 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[redacted]

In response to your letter dated 5/14/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now spoke with Ms. [redacted] on 4/1/2015, during this conversation Ms. [redacted] informed us of her billing concerns after speaking with [redacted] Corporate...

themselves. Security Alarm Now confirmed with the customer that all payments processed by Security Alarm Now previous to November 2014 are accounted for as Security Alarm Now completed these transactions. As of November 2014 [redacted] Corporate took over the customer’s account fully, including the billing of their monthly monitoring rate. Ms. [redacted] confirmed the charges posted on her account following November 1, 2014 displayed [redacted] Security which is [redacted] Corporate themselves. As an authorized dealer of [redacted], Security Alarm Now does not have access to [redacted]’s billing records, therefore any concerns regarding billing done by [redacted] must be directed to their billing department. In efforts to help Ms. [redacted] resolve her concerns Security Alarm Now reached out to [redacted] Corporate to further assist, at this time the [redacted] Corporate Representative provided Ms. [redacted] a fax number to submit her documents showing proof of payment as well as provided their contact information. As an authorized dealer Security Alarm Now has exhausted all possible options to resolve the Ms. [redacted]’s concerns. For further assistance Ms. [redacted] will need to proceed working with [redacted] Corporate directly as they are the source of her billing. Security Alarm Now apologizes for being unable to assist further, however if Ms. [redacted] would like for Security Alarm Now to be present in the conversation while speaking with [redacted] we would be glad to do so, she is able to reach us at [redacted]. Please let me know if any further information is needed

05/27/2016Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint # [redacted]To Whom It May Concern, We have received [redacted] complaint regarding his contract.   We actually spoke with...

the customer multiple times on 05/26/2016 regarding his concerns. The customer must submit a “Notice of Cancelation” within a 3 day time period after their installation. We did not receive this customer’s form until 05/26/2016 and the form was not dated as to when he signed it. I personally spoke with the customer yesterday and was not able to speak due to the customer being very upset. The customer spoke with a few representatives after that and they did advise him the same as I was trying to. The customer did not complete the Notice of Cancelation within the allotted time and therefore we cannot release him from the contract. If the customer would like to cancel out the account, he would be responsible for 75% of the remaining contract. We did attempt to help the customer by sending a technician out to the home but he would not allow us to assist. The procedure that we have in place is not based on the individual person as it must be signed as part of the contract.You are welcome to contact me directly with any additional questions you may have.Best regards,Taylor H[redacted]Customer Service Team LeadSecurity Alarm Now###-###-####