Security Systems and Monitoring

To Whom It May Concern,In response to your letter dated 6/22/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now understands Ms. [redacted] 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 $108.90 including tax. This transaction takes an average of 7-10 business days to reflect within her account. Ms. Lee has been contacted and informed of the installation fee refund. You are welcome to contact me directly with any additional questions you may have.

November 4, 2014Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint ID [redacted]To Whom it May Concern, I am writing in response to Ms. [redacted] complaint (#[redacted]).  Upon receipt of this...

complaint, I have personally reviewed the calls between Ms. [redacted] and our Customer Service team on the dates of 3/25/2015 and 3/31/2015.  During the call between Ms. [redacted] and the Customer Service Agent on 3/25/2015, Ms. [redacted] asked if there would be any further payments.  At that time, Ms. [redacted] was told that we do require a 30 day notice to cancel the account, and that she would start the process at that time.  There was no guarantee given that no additional payment would be extracted during the cancellation process.  When Ms. [redacted] called again on 3/31/2015, she spoke to a separate agent.  At that time, her primary concern was whether the equipment was still being monitored, and whether it could be used by new tenants in the home.  Again, Ms. [redacted] was told that the cancellation process was started on 3/25/2015, but there was no specific guarantee made regarding the April billing.  However, in an attempt to help Ms. [redacted], we will issue a refund for her April bill in the amount of $49.80.  That payment will be processed by our Finance team on 4/22/2015 and should show in Ms. [redacted]’s account within 7-10 days.We will not, however, be waiving the early termination fees for Ms. [redacted]’s remaining contract.  Ms. [redacted] is attempting to cancel a 36 month agreement with more than 30 months remaining in the contract.  Ms. [redacted] presented herself to us as the home owner at the time she obtained our services.  Ms. [redacted] is now claiming that she vacated her rented property due to a gas leak and should not be held responsible for the contract that she entered into.  At the time the account was set up and at the time the contract was signed Mr. [redacted] was informed of, and agreed to, the 36 month contract, and, therefore, is responsible for the remaining balance due.Best regards,[redacted]Manager of Quality AssuranceSecurity Alarm Now###-###-####

To Whom It May Concern,
In response to your letter dated 7/10/2015 regarding case ID number [redacted], the following are the resolutions requested.Security Alarm Now understands Ms. [redacted]’s concerns regarding the non-refundableinstallation fee that was disclosed and agreed upon during the...

recorded confirmation of herorder. To best assist the customer Ms. [redacted] Security Alarm Now has refunded her $99installation fee, totaling $104.94 including tax. This transaction takes an average of 7-10business days to reflect within her account. Ms. [redacted] has been contacted and informed of theinstallation fee refund.You are welcome to contact me directly with any additional questions you may have.Best 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 $275.00 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 Now1[redacted]
On Wed, Jan 6, 2016 at 5:24 PM, Todd Zurn <[email protected]> wrote:
6  January 2016
Revdex.com (Phoenix, AZ)
4428 N. 12th Street
Phoenix, AZ 85014-4585
Re: Complaint 10976180
 
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 $275.00 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 Zurn
Customer Service Manager
Security Alarm Now
1.480.339.3251

6  January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Complaint 11015136 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]

Ms. [redacted], 

In response to your letter dated June 5, 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.  The charge was processed through our system on the day the order was placed, however, due to the delay in the bank processing; the charge did not appear on her statement until the 3rd.  However, since we were unable to take over her existing system as requested, we will be issuing a full refund to Ms. [redacted] for the entire install fee of $49 plus tax ($51.94)

This refund was issued on 6/5/2014 to the Customer’s [redacted] account.  The transaction can take up to 7 days to post to the account. 

Please let me know if any additional information is needed. 

Best regards,

Director of Customer Retention

Security Alarm Now

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

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]

Please find the two attachments responding to Security Alarm Now response to my original complaint

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!

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

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.

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!

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]

On November 6th, I received email from Revdex.com re:resolution from Security Alarm Now re: an outstanding rebate in the amount of $200.00.  According to Katie W[redacted] their Customer Service Supervisor, she clearly stated that, "Ms. [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."The noted next steps were as follows:What is the next step?This matter is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."There is no action for you to take at this time. We will contact you when we next require your input.Based on this direction, I did not respond.  On Dec. 14th, I received Revdex.com letter that my case was closed due to my non-response!To date, I have attempted to contact Ms. W[redacted] at Security Alarm Now, to no avail.  She has not contacted me or returned any of my messages.  In addition, I have spoken with several other reps who offer no information re:status of rebate.  Although they "promise" to research and respond, there is never a return call.Thus, I would like to re-open this complaint.  Thank you,[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!

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7  January 2016
Revdex.com (Phoenix, AZ)
4428 N. 12th Street
Phoenix, AZ 85014-4585
Re: Complaint [redacted]
 
To Whom It May Concern,
We have received Ms. [redacted] complaint regarding the delay in her Visa Rebate Card. 
First, we would like to apologize to Ms. [redacted] 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 the process for Ms. [redacted], we have mailed a check directly to her home, in lieu of the Visa gift card.  The check was mailed from our office to her home at [redacted].  She should be receiving it within 2 business days. The tracking number for the check was emailed to her directly.
You are welcome to contact me directly with any additional questions you may have.
Best regards,
Todd Z[redacted]
Customer Service Manager
Security Alarm Now

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 Mr. [redacted] Gift Card Rebate.  At

this time, we are...

experiencing a delay in processing our [redacted] Gift Card rebates.  We apologize for the inconvenience. In an effort to expedite this, we will be

bypassing our normal 3rd party distributor to send Mr. [redacted]’s check

to him.  Mr. [redacted]’s $200 rebate check

will be shipped from our office in Chandler with 2-day Express Shipping.  We currently do not have the tracking number

updated as of yet. We will be emailing the tracking information to his email at [redacted] as soon as we have it. You

are welcome to contact me directly with any additional questions you may have.Best

regards,[redacted]         Customer

Service ManagerSecurity

Alarm Now1[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###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially addressed. Security Alarm now has not released my account to [redacted] so that another company I have chosen can take over the system. They have no authority to have it on hold in the first place.  Where is the documentation showing that I established a business relation with them. Security Alarm Now is unethically preventing me from getting service elsewhere by not releasing the account.  As noted in my initial complaint, I did cancel my installation order on May 31st 2014, which Security Alarm Now did not acknowledge in their response.  I will wait  for the business to release my account to [redacted] so that I can move forward with another company before I consider this complaint resolved.

Regards,

wrong customer.  Wrong complaint.