Security Systems and Monitoring

I just installed my system in July. I told the tech who came out, mike h. I would be getting windows installed soon and thought the appointment was to get a quote on the service, not to insta that night.
My biggest concern was when windows were installed I would need to have the alarm sensors re-installed and did not want to pay 2X for the same service. He said it would be no problem and if the window company couldn't re-attach the sensors or if something happened to them (because that was what I was most afraid of) that he would correct it for free.
Guess what happened? Two of the sensors broke- the window guys had no idea how to re-attach the ones that weren't broken and now security alarm now want to charge me to set me back up right. I am now paying for an alarm
system that I am not using! SERIOULSY THE WORST EXPERIENCE EVER. And to get out of the contract- as if $1000 wasn't enough to set up, I have to buyout my contract which would cost me about $1700! STAY AWAY FROM THIS COMPANY! I don't understand how [redacted] allows them to be an "authorized" seller of their product.

[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]

February 19, 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 2/19/2015 regarding case ID number 1047394, the...

following are the resolutions requested. As stated in all for our television advertisements, Security Alarm Now authorized dealer of ADT offers ADT’s basic package for $36.99 as well as states other monthly rates are available. This is determined by how the system will be monitored via compatible landline or cellular. Ms. [redacted] recorded sale confirmation was reviewed and the following information was present.  At the time of Ms. [redacted] sale she informed the Sales Advisor that she had an active landline in her home thus qualifying her for the basic package mirroring the monthly monitoring rate of $36.99.  Once a package was selected to fit Ms. [redacted] home the Sales Advisor disclosed the $49 non-refundable installation fee that will be drafted within 24 hours after the confirmation of the order, this information was repeated periodically throughout the call. Ms. [redacted] agreed to the $49 installation charge and supplied her credit card information as form of payment. Following confirmation of the non-refundable installation fee Ms. [redacted] was presented with our auto pay billing feature and was asked if she preferred to have her monthly payments taken from this card, to this she asked for a paper invoice to be sent to her home. While explaining the invoice billing method the Sales Advisor advised the customer that the monthly monitoring rate will be processed post installation, Ms. [redacted] agreed that she understood the billing process. Also stated in the recorded confirmation of Ms. [redacted] order was that at the time of the installation the certified technician would test the compatibility of the landline and that ADT may require an alternate method for reliable connection. Ms. [redacted] agreed that she understood this information as well. While the installation of the security system was in progress on 2/9/2015, the certified technician sent to complete Ms. [redacted]s installation contacted Security Alarm Now’s main office explaining that the landline installed in the customer’s condo is connected to multiple apartments and that the technician would be unable to isolate the landline to send the signals to the monitoring station optimally. To protect Ms. [redacted] home it would require cellular monitoring, being that cell monitoring is an upgraded level of protection the monthly monitoring rate of $44.99. Ms. [redacted] was unwilling to continue with installation due to the slight increase in her monthly monitoring rate and chose to cancel services. In summary, Security Alarm Now properly disclosed all necessary information to Ms. [redacted] regarding monthly billing, monitoring pricing as well as the installation fee. In order to resolve Ms. [redacted]s concerns Security Alarm Now will not proceed with providing Ms. [redacted] with a gift card, however will proceed with processing the refund of the installation fee of $49 plus tax, which will post in her account linked to the card she provided in 7-10 business days.You are welcome to contact me directly with any additional questions you may have.Best regards,[redacted]Customer Service Supervisor Security Alarm Now###-###-####

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

to apologize to Ms. Young for the delay in receiving her
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. Young, we will be mailing a check
directly to her home, in lieu of the Visa 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]

05/10/2016Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint # [redacted]To Whom It May Concern, We have received [redacted] complaint regarding her system issues.  First, we would...

like to apologize to Ms. [redacted] experience with her system. I do see that we have been to the home since the time that this complaint was filed. We returned to the home on 05/02/2016 and repositioned her sensors and added new adhesive to avoid this problem in the future. According to the notes, no further problems are present as of now. At this time we would consider this matter resolved.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
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.  I will wait until 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] [redacted]
[redacted]1[redacted]
610

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

In response to your letter dated February 16, 2014 regarding File number Complaint ID #[redacted] following are the explanations requested.As stated in our previous response, Mr. [redacted] did agree to the non-refundable installation deposit as well as the equipment package that was to be provided at installation of his security system. The conversation was recorded and the agreement was verified by our Quality Assurance department as well as management. However, in an effort to provide superior customer service and help resolve Mr. [redacted]'s concern, we are willing to refund half of this deposit although no fault has been found during our internal investigation. While we do have to be very strict in the exceptions we make in order to avoid any appearance of discrimination, we will be happy to make this one time concession for Mr. [redacted] in order to resolve this situation amicably.You are welcome to contact me directly with any additional questions you may have.Best 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 distribution of this gift card we consider this complaint...

resolved.Thank you and have a great day!

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action partially resolves my complaint. The refund has been received and that portion of the issue is completed and acceptable.  However,  also requested that the company remove all confidential information, such as social security number and credit card number, from their records.  That was not addressed in the response.Regards,[redacted]

Hello,
Thank you for reaching out to Security Alarm Now. Their argument is that they've been sending me letters and leaving me voice mails. All calls go to my cell phone, and I never received one from them. Or at the very least, no one ever left me a message identifying themselves as being from Security Alarm Now. I don't return calls to robot messages as they are telemarketers, so if their system uses that kind of service they won't get a call back from me.
As for a call to their service I made in May, I don't remember that, and if I had made the call and they told me my account was past due I would have rectified the situation immediately. Also, no repairs were ever performed or needed, and my alarm continued to work all the way till late October. 
I have not been receiving invoices in the mail either. The first thing I received in the mail regarding this matter was the collections letter. Obviously I check my mail, which is how I came across that letter. I immediately acted on it. 
I feel as if this is a sham by their company: as soon as a client misses a payment, let it go till they can put them into collections and collect the full contract amount even though they've only been signed up for a small amount of the time. They get out of their services early and then get to collect for the full amount.
My hope is that this isn't the case, and that I've just been pushed through the system automatically without anyone taking time to look and see that I admit I missed the payments by way of my CC being cancelled, and once I realized it I've made every effort to solve the problem and continue with my contract.
Since day one of this, I have offered to immediately make a payment via credit card on the past due balance and to bring my account current, as well as set up my monthly billing again on another card that we don't use in public or online so I don't have to worry about it getting stolen and this happening again. I will make that payment IMMEDIATELY, and I have stated as such before.
I'm not trying to get out of my contract, if anything I'm trying to get back IN. I'm not trying to skirt on making any past due payments, I've said I would pay to bring my account current as soon as they would take my call. 
More than anything, I just want my house to be secure again, as I thought it had been up until October. I am willing to continue on with my contract with this company until it is complete if they are willing to accept payment and take my account out of collections.
They have a quote on their website in the "Our Values" part that says: “We believe that when we focus on “always doing what is right,” good
things will come.”
I'd like to see them stick to that. Thank you.
[redacted]

To Whom It May Concern, In response to your letter dated 11/13/2014 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...

$51.60 including tax. This transaction will take 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]Director of Customer RetentionSecurity Alarm Now###-###-####

8 October 2015Better BusinessBureau (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ85014-4585Re: Complaint[redacted]ToWhom It May Concern, We have received the complaint regarding Ms. [redacted] Gift Card Rebate.  As we...

have explained to Ms. [redacted], we have experienced an unexpected delay in processing our gift cards, however each and every customer who has qualified for and submitted a rebate will be receiving their cards. While we are running behind, we do have access to a small reserve of cards, and will be sending Ms. [redacted] an expedited card so she will not have to wait until theend of November.  This card should be shipped on Monday 12 October, 2015, 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,[redacted]Customer Service SupervisorSecurity Alarm Now###-###-#### ext. [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.  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 distribution of this gift card we consider this complaint resolved.Thank you...

and have a great day!

Ms. [redacted], 
In response to your letter dated 9/4/2014 regarding case ID number [redacted], the following are the resolutions requested. 
On 10/22/2013 [redacted]. called into Security Alarm Now inquiring about our services. During this call [redacted] supplied us...

with his personal contact information, this information mirrors the contact information he supplied to you for this claim. Also at the time of this call [redacted] did in fact decide to take advantage of our promotion which led to the installation of his security system on 10/24/2013. Soon after the customer’s installation Security Alarm Now received notice that the customer submitted his Notice of Cancellation. [redacted] was contacted by our customer care department to discuss his reason for cancellation which he stated was due to the fact he loved the previous system that was his home. Fulfilling [redacted]’s wishes we began to process the cancellation of the account. Part of the cancellation process within the Notice of Cancellation time period is to pull the equipment that was provided; this is stated on the Notice of Cancellation form [redacted] signed. An appointment to remove the equipment from the home was schedule for 11/21/2014, when Security Alarm Now’s technician arrived at the home on this date the customer was a no show. Therefore the equipment was never removed from the home. Moving forward several calls attempting to reschedule the equipment pull with the customer were placed with no luck, until 4/30/2014. On 4/30/2014 Security Alarm Now advised the [redacted] that the equipment will need to be removed from the home immediately. [redacted] stated he had no intention of working with us to complete this. [redacted] also stated not to call anymore and disconnected the call.  On this same day an email was sent to [redacted] the email address that [redacted] supplied to us at the time of his original sale, stating the terms of the Notice of Cancellation. Thus letting [redacted] know that if the equipment pull is not scheduled and the equipment is not collected from the home that his account will be sent to collections for the price of the equipment that was installed in his home. Security Alarm Now has not been contacted by [redacted] to rectify the situation and therefore the account was sent to collection for the total amount of $850.00, the price of the installed equipment. 
 
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]

Ms. [redacted],
 
In response to your letter dated May 7, 2014 regarding File number Complaint ID #[redacted], following are the explanations requested.
 
When Ms. [redacted] had her order confirmed, she was informed that there was a non-refundable installation...

fee that would be charged immediately.  However, since there was such a quick turnaround between the order placement and cancellation, we have issues a full refund to Ms. [redacted] for the entire install fee of $49 plus tax ($53.04)
 
This refund was issued on 5/8/2014 to the Customer’s [redacted] card.
 
Please let me know if any additional information is needed.
 
Best regards,
[redacted]
Director of Customer Retention
Security Alarm Now
###-###-####