Security Systems and Monitoring

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!

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I don't see any attempt in the response by the business to resolve this issue. I just see her version of the story-a story that she has no direct knowledge of. I live in Texas and she is from Arizona. I have never spoken to her or any associate outside of the local Texas office. I was denied speaking to anyone higher than the local office manager.
The local business location does not hold their technicians accountable for things they say or do. I was told the repeater would work in my building (not only the first tech, but also the second). The lady who typed the business' response does not have a clue how many times the techs came out. It was a minimum of 8 times over a two month period. I see she is a retention associate and is from another state. I have never spoken to her or anyone outside of the local office about this issue. After the THIRD tech came out and immediately told me the system would not work and they should have never attempted it in the first place, I spoke with his supervisor. He advised me I would have to spend additional money or they would pull their equipment out. I requested to speak with someone higher and he said "I am the highest person you can speak to. The others would tell you the same thing." I then advised him I would not allow them to remove their equipment unless they replaced it with a working system like I had before they showed up. The first tech told me that my system was out of date and was useless. I asked him what to do with it and he said throw it in the trash. Assuming the new system they upgraded me to would work, I did just that.
There are currently no visible holes in my walls. If they removed their system, there would be holes because my old system was disposed of.
Since I filed my complaint with Revdex.com, I contacted [redacted] and filed a complaint with them about Security Alarm Now. [redacted] sent a supervisor tech out to confirm the problem. He immediately said it should have never been attempted in the manner they did it. He also advised me that after 30 days of signing my contract, [redacted] purchases the contract from Security Alarm Now. Therefore, [redacted] now owns the equipment. For Security Alarm Now to continue harassing me about pulling the equipment, or turning me into collections, is a deceptive business practice. They have already been paid for it twice. Once by me and once by [redacted].
Regards,
[redacted]

We received a telephone solicitation from this company for installation of a security system. After initially agreeing to set up installation we changed our mind. We found it very difficult to reach the company to cancel the sale. We were ultimately able to cancel when the technician called to confirm the installation. Despite this we received a charge for $104.05 on our credit card. We did reach the company to complain and they refused to refund it claiming this was a "nonrefundable" deposit. We have no recollection of such a statement on the phone and we received no written materials stating such a policy. This appears to be a very misleading and deceptive practice.

6 November 2015RevDex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ
85014-4585Re: Complaint 10939124To
Whom It May Concern, We
have received and reviewed Ms. [redacted]’s complaint regarding her recent service by
an ADT technician on 5 September...

2015.  Ms.
[redacted]’s security system was installed by Security Alarm Now on 11 May,
2015.  Security Alarm Now was responsible
for all service and maintenance on her account for the first 3 months of
service, however, after 90 days, this customer’s system is maintained and billed
exclusively by ADT and their corporate technicians.  The technician that she had in her home was
an employee on 5 September 2015 was an ADT Corporate Technician.  This complaint should be redirected to ADT
and not Security Alarm Now.You
are welcome to contact me directly with any additional questions you may have.Best
regards,[redacted]Customer
Service SupervisorSecurity
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.
Regards,
[redacted]

My specific complaint is with a company called "Security Alarm Now," as an authorized dealer to install ADT security systems for residential customers. Their inability to provide a promised $100 gift card rebate for my 86 yr old mom has been frustrating to say the least. We submitted via mail, the specific rebate form with the verification information requested, within the specified time frame after install, and found no status available. When calling their specific "rebate hotline #" ###-###-####, a Christy A[redacted] answers EVERY TIME with a recorded message to return our call. NEVER HAPPENED ONCE! I've logged the multiple dates & times since April 12th, now almost daily! The advertised scam was, installation cost $99, with the $100 gift card, installation costs were offset! crucial in this decision, due to her fixed income! Please don't expect any follow through utilizing this deceptive practice

[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]

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!

14 December 2015Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received the complaint regarding Ms. [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 Ms. [redacted] card to her.  Ms. [redacted] $200 Visa Rebate was shipped from our office in Chandler, Arizona to her home in Prattville AL and delivered on 12/04/2015. The tracking number 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]

[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]

There was an ad from Security Alarm Now in my morning newspaper for a $99 installation of an ADT alarm system and I decided to take advantage of it. I called ADT to confirm that Security Alarm Now was indeed a company certified to install an ADT alarm system and ADT confirmed that they were. The offer was installation for $99 which included the equipment--key pad, sensors, two remote controls. When the installer had installed the key pad and was ready to install the sensors in my windows and doors, that is when the up-sell started. Turns out that the $99 covered only the standard sensors, but for several hundred dollars more I could upgrade to the better sensors. Why didn't he give me those options before he installed the panel? I made the decision to take the upgraded sensors, but I was very displeased with the way it was handled. When I asked why he didn't give me all the options before he started the installation he really didn't have a good answer. Of course not, the whole idea is to have the system halfway installed before hitting you with the upgrades. And as far as the $100 rebate gift card, I am still waiting for that. They said it would be 8-12 weeks before I would receive it (they confirmed they received my paperwork on Jan. 8, 2016), but today (March 30) I called and they say it will be in September before I receive the card. I called ADT and told them of my negative experience with this company because Security Alarm Now is a representative of ADT and they don't give a good impression. I must add that I have absolutely no problem with ADT--they have provided EXCELLENT services and I would have gone with them in any case, but had I checked the Revdex.com information on Security Alarm Now, I would have gone with someone else to install the system. This review is only for Security Alarm Now. I would never recommend Security Alarm Now to anyone.

4 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] 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 Ms. [redacted] card
to him.  Ms. [redacted] $100 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 Supervisor[redacted]
[redacted]

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

apologize to [redacted] for the delay in receiving her
card.  Currently our company is
experiencing a delay in processing the [redacted] 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 [redacted], we will be mailing a check
directly to her home, in lieu of the [redacted] gift card.  This check was mailed from our office on December
3rd. The tracking number for the check is [redacted],
and she should be receiving it around December 10th. You
are welcome to contact me directly with any additional questions you may have.Best
regards,[redacted]Customer
Service ManagerSecurity
Alarm Now[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]To
Whom It May Concern, We
have received [redacted]’s complaint regarding the delay in his [redacted] Rebate
Card.  First,
we would like to...

apologize to [redacted] for the delay in receiving his
card.  Currently our company is
experiencing a delay in processing the [redacted] 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 [redacted], we will be mailing a
check directly to his home, in lieu of the [redacted] gift card.  This check was mailed from our office on December
3rd. The tracking number for the check is [redacted], and she should be
receiving it any day now. You
are welcome to contact me directly with any additional questions you may have.Best
regards,[redacted]Customer
Service ManagerSecurity
Alarm Now[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!

January 16, 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Case ID. [redacted]To Whom It May Concern:In response to your letter dated 1/25/2016 regarding case ID number [redacted], the following are the resolutions requested:Security Alarm Now has serviced Ms. [redacted] system, providing the additional equipment that was promised. At this time Security Alarm Now is considering this complaint resolved.If additional information is required please feel free to contact me directly. Best regards,Aashli M[redacted]Director of Operations###-###-####

To Whom It May Concern, In response to your letter dated 1/10/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now understands and recognizes Ms. [redacted] concerns and has refunded her $49 installation fee, totaling $52.43...

including tax as of 1/12/2015. This transaction will take an average of 7-10 business days to reflect within her account. To address the false information Ms. [redacted] was informed of during an online chat with “[redacted]” that Security Alarm Now installs refurbished equipment as well as should not have conducted a credit check. To qualify customers for [redacted] services, [redacted] along with all certified [redacted] Dealers conduct credit checks, to verify this information with Ms. [redacted] may contact [redacted] corporate themselves at ###-###-####. We understand Ms. [redacted] hesitation of supplying personal information however would like to reassure her that this is in fact an [redacted] set standard. TO best serve Ms. [redacted] her request of having her personal information removed from our encrypted database has been fulfilled. In regards to the refurbished equipment claims, customers installed by Security Alarm Now receive brand new equipment, none of which is refurbished. We are unsure where this incorrect information was supplied as our standards are set my [redacted] corporate themselves, however we do apologize for any miscommunication. You are welcome to contact me directly with any additional questions you may have.Best regards,[redacted]Director of Customer RetentionSecurity Alarm Now###-###-####

We had an ADT security system installed late August-September, 2015, during that time there was a promotion going on for a Visa gift card in the amount of $200.00. However in our case it would be an additional $75.00 due to my military status of retired. To date, we have called this business and have been told numerous different stories about when to expect the card and now it is suppose to be in the form of a check. As of today, we still have not received a check or Visa gift card. We have lived up to our part of the contract, we pay our security bill every month on time, but ADT has not lived up to their end. This is not the way to conduct business, and others should know about these practices.

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 by Monday 3/07/16
id="spanNotesDisplay">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!