Security Systems and Monitoring

In response to your letter dated 10/20/2014 regarding customer [redacted], the following are the resolutions requested. 
Robin [redacted] contacted Security Alarm Now on 9/29/2014, placing an order for [redacted] security services. At the time of her recorded sales call it was disclosed...

to Ms. [redacted] that the $49 installation fee is in fact nonrefundable. Continuing on it was also disclosed within the recorded order confirmation that this transaction would be processed within 24 hours, on or after the date of 9/29/2014.  Ms. [redacted] agreed that she understood the installation fee process then continued with supplying her credit card information that she preferred the transaction to be processed on. Due to the miscommunication of monthly monitoring rates, Security Alarm Now has refunded Ms. [redacted] for the installation fee totaling $53.19 to best serve the customer. Ms. [redacted] has been made aware of the refund of the transaction.

Hi,
I apologize for not responding to the message posted by the company as I thought there was no needed action on my part. However, the company erroneously noted that they have resolved my issue by sending my visa gift card as promised. They have not done this nor have I received any communication directly from the company indicating they would send the gift card. As such, this complaint is definitely not resolved. Please let me know how I should move forward with this. 
Thank you.
[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 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]

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###-###-####

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!

This company is the Definition of Consumer Fraud. I would not recommend any dealer associated with ADT Security System. ADT Security should monitor their own dealerships.

30 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 Ms. [redacted]s [redacted] Gift Card Rebate.  At
this time, we are...

experiencing a delay in processing our [redacted] Gift Card rebates.  In an effort to expedite this, we will be
bypassing our normal 3rd party distributor to send Ms. [redacted]s card
to her.  Ms. [redacted]s $250 [redacted] Rebate will
be shipped from our office in Chandler, Arizona on 11/30/2015 with 2-day
Express Shipping.  We currently do not
have the tracking number updated as of yet. We will be emailing her tracking
information to [redacted] You
are welcome to contact me directly with any additional questions you may have.Best
regards,[redacted]        
[redacted]anagerSecurity
Alarm Now[redacted]

To Whom it May Concern,
Thank you for bringing this to our attention.  Our customer was advised during the initial sales call on our rebate process. 
We sincerely apologize that there was a miscommunication with the process of filling out and sending in a rebate form, in this case due to all of the confusion we will be sending this customer a rebate card from our office within 24 hours, please allow 3-5 business days for this to reach you.
With distribution of this gift card we consider this complaint resolved.
Please let us know if you have any further questions, thank you and have a great day!

July 11, 2014
Revdex.com
[redacted]
[redacted]
Re: Complaint ID # [redacted]
Ms. [redacted],
In response to your letter dated 7/10/2014 regarding File number Complaint ID #[redacted], following are the explanations...

requested.
At the time Mr. [redacted]’s order was confirmed he was informed that the installation fee is in fact a non-refundable fee that would be charged immediately.  However, we have issued a full refund to Mr. [redacted]’s [redacted] card ending in [redacted], for the entire install fee of $49 plus tax ($52.43). Due to processing time Mr. [redacted]’s account should reflect this refund within the next 7-10 days.
You are welcome to contact me directly with any additional questions you may have, and I will send an update as soon as we have contacted the customer.
Best regards,
[redacted]
Director of Customer Retention
Security Alarm Now
[redacted]

February 23, 2015Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Case ID. [redacted]To Whom It May Concern, In response to your letter dated 2/23/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now installed Ms. [redacted] security alarm system on March 15, 2014, in order to establish monitoring services, at the time of installation signals are sent from each zone to the [redacted] Monitoring Stations, verifying each zone has adequate signal and therefore is able to be monitored. For a zone to send signals it must be receiving optimal connection between contact and magnet, if not installed or programmed properly signals would not have been communicated by these zones. [redacted]s monitoring station has confirmed that all zones installed in the Ms. [redacted] residence sent adequate signals on March 15, 2014. In addition, stated in Ms. [redacted] Alarm Service Contact, Clause 24- Testing states “I agree that it is my responsibility to test the Equipment monthly by calling ###-###-#### (and the following prompts).” (See additional Attachment). By the customer fulfilling this responsibility if any troubles exist with the signal and/or equipment at this time they would be identified and therefore rectified in a timely manner. If in actuality Ms. [redacted] system was subjected to system troubles, by her carrying out her customer responsibility outlined within her contractual agreement of testing the system monthly, if there were in fact system troubles they would have been found and resolved immediately.Facts supporting Ms. [redacted] system has been sufficiently installed as well as monitored since March 15, 2014, the date of installation, have been provided and therefore Security Alarm Now will not fulfill Ms. [redacted] request to be reimbursed for all monies paid thus far.  As stated in the previous response, in efforts to please the customer Security Alarm Now has credited Ms. [redacted] account for the month of December’s monthly monitoring rate as previously guaranteed. You are welcome to contact me directly with any additional questions you may have.Best regards,[redacted]Director of Customer RetentionSecurity Alarm Now###-###-####

To Whom It May Concern,Thank you for bringing this to our attention upon researching the account for Miss Green we have discovered that her Visa was not sent out, our deepest apologies.  We will be sending a check or Visa in the amount of $100 within the next 24 hours to this address: [redacted]...

[redacted] , CA [redacted]  We apologize for the delay, thank you and have a great day!

I had purchased [redacted] and this company came to Install it. After telling us it would be 800 we agreed to let the guy install. It took 5 hours and when all was said and done the bill was 1200. Then the guy said if you make a check out to me personally I can give them to you for cheaper. When we left I called and cancelled everything. He wouldn't take no for an answer. When he found out we had cancelled he became angry and said we had poor credit aND was just really shady.

Ms. [redacted], 
In response to your letter dated June 24, 2014 regarding File number Complaint ID #[redacted], following are the explanations requested. 
As of Jun 18th, 2014, our account shell has been cancelled.  Since that time, Ms. [redacted] has been free to set up an account with [redacted], or whomever else she chooses.
I have personally reached out to the sales representative that Ms. [redacted] has been working with at [redacted], and he is aware that the account shell is no longer in place.
Please let me know if any additional information is needed. 
Best regards,
[redacted]
Director of Customer Retention
Security 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,
Francine J[redacted]

2 November 2015RevDex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ
85014-4585Re: Complaint [redacted]To
Whom It May Concern, We
have received Ms. M[redacted] complaint regarding her experience with our
company, and I would like to address each...

separate issue.As
pertaining to Ms. M[redacted] Visa Gift Card, we have been experiencing a delay
with our 3rd party distributor of the Visa Cards.  We will be bypassing our distributor and
sending Ms. M[redacted] card directly from our office.  This card will be mailed from our office on 9th November, and she should receive it within 7-10 business days from that date.  We do apologize for the delay, and are
working diligently to send these cards to each of our customers.  In
regard to the additional equipment, each customer reviews and signs off on all
additional equipment at the time of the installation.  At the time each order is placed, our
customers are informed that our technicians will make recommendations based on
the needs of the individual homes.  This
is in addition to the free basic package that we provide to every customer, and
our customers are under no obligation to purchase the additional equipment that
the technician recommends.  The equipment
and discounted price were agreed upon at the time of the installation.  In
regard to the monthly monitoring rate, again, the technician recommended, and
the customer agreed, to the Pulse upgrade, allowing the customer to have remote
access to their system.  As soon as we
were made aware that the customer did not want this upgrade, we made the
necessary adjustments, and the customer received a $10 credit on their next
month’s bill for the error.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]

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]

In response to your letter dated 9/13/2014 regarding case ID number [redacted], the following are the resolutions requested. 
To begin, at the time of the original sales call Mr. [redacted] informed us that he had an existing hardwire system in his home. At this time he also expressed...

his interested in having his pool room protected however this room was not in fact pre-wired for a security system. Our sales associate explained to Mr. [redacted] that protecting the pool room was a definitely a possibility that it would just require a hybrid system to be installed in the home. 
On the day of the systems installation the Mr. [redacted] insisted and approved of our technician removing the prior existing equipment in his home in order for Security Alarm Now to install the equipment package Mr. [redacted] was given. Once this old equipment was taken down it was given to Mr. [redacted] according to the customer and the information he supplied to [redacted] corporate Mr. [redacted] disposed of his old equipment. At the time of the new installation the customer was interested in purchasing an additional keypad for his home at the cost of $299.00 including tax came out to $322.59. Along with the additional keypad the customer upgrade his system to receive the Pulse feature which was supplied free of charge. 
Days after the installation was completed Mr. [redacted] contacted us in need of having the technician to the home to service the system that was showing a fault in zones 8 and 9, the zones in the pool house. A technician went out and a repeater was installed at no charge to the customer in attempt to better the signal communication to the pool house. Security Alarm Now sent technicians to the home for this issue a total of four times replacing the repeater in an attempt to get these zones to function properly. Due to the pool house being encased in metal the signals are unable to communicate correctly to the rest of the system. 
Once the main cause of the issue was pinpointed, knowing that the protection of the pool house was important to the customer Security Alarm Now supplied the customer with the two possible options to ensure that the pool house could be protected. One of these solutions was being that the customer run wires to the pool house and the second installing a completely separate system into the pool house. Security Alarm Now also explained the customer that if neither of these options sound fitting to him that he would have the option of be released from contract. While informing the customer of the option of being released from contract it was also explained that any charges for additional equipment as well as his installation would be refunded, along with this the equipment installed in the home would have to be pulled. Mr. [redacted] decided on the release of his contract however when asked to schedule a date to pull the equipment Security Alarm Now had installed, he refused. The customer then stated that he would not allow us to uninstall the equipment we placed in his home unless we installed his old equipment, the equipment he admittedly disposed of.  Mr. [redacted] was informed that if he does not allow Security Alarm Now to collect the equipment installed in his home that he would be sent to collections totaling the amount of the equipment package that was installed into his home.
Per the customer request the previous equipment was removed, Security Alarm Now would not be held liable for the any holes or damage that the prior equipment has caused.  However throughout this month and a half long process and in depth conversations with Mr. [redacted] he has never made a mention of holes or damage to the home.
You are welcome to contact me directly with any additional questions you may have, and I will send an update if there is any further contact with the customer.
Best regards,
[redacted]
Director of Customer Retention
Security Alarm Now
###-###-####

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 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!

[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]s