Security Systems and Monitoring

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,

Director of Customer Retention

Security Alarm Now

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.

2 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] $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.You

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

regards,Katie

W[redacted]nCustomer

Service SupervisorSecurity

Alarm Now1.888.820.9255

ext. 1711

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

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

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

In response to the complaint from Ms. [redacted], this customer called in to our office on 20 April, 2015 to order a security system, and was scheduled to have the system installed the following day.  At the time the order was placed, Ms. [redacted] was informed that she would be...

charged an installation fee within 24 hours of placing the order, and that this fee was non-refundable.  We have reviewed the call recording to verify that Ms. [redacted] was informed of this, and did, in fact, verbally agree to it. On the day that the installation was scheduled to be completed, Ms. [redacted] called to cancel her installation.  By the time she called, the installation fee had been charged, due to the hard costs we incur in creating the account, dispatching the installation technician, and dispersing the equipment.  We attempted to resolve her concerns, but Ms. [redacted] was unwilling to work with us and insisted on cancelling her account, despite having been informed at the time of sale that the installation fee would be charged prior to the installation taking place, and that the fee is non-refundable.We, as a company, acted in good faith, and thoroughly communicated all charges to Ms. [redacted].  However, as a courtesy to Ms. [redacted], we will issue a refund of the installation fee.  We will process a check to be sent to Ms. [redacted] to her address provided. Please feel free to contact me if there are any further questions or requests.Bestregards,

[redacted]Manager of Quality Assurance

If they sent it By March 7 why have I on March 14 not received it?

30 November 2015RevDex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ

85014-4585Re: Complaint 10968138To

Whom It May Concern, We

have received the complaint regarding Ms. [redacted]’s Visa Gift Card Rebate.  This is a duplicate complaint to...

[redacted]. The response to that complaint is attached. Please delete this complaint. 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 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###-###-####

[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.]

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

[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.]

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,

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

ADT Billing Department

22 December 2015Revdex.com (*hoenix, AZ)&nbs*;4428 N. 12th Street&nbs*;*hoenix, AZ 85014-4585Re: Com*laint [redacted]To Whom It May Concern,&nbs*;We have received Mr. [redacted] com*laint regarding the delay in his Visa Rebate Card....

&nbs*;First, we would like to a*ologize to Mr. [redacted] for the delay in receiving his card. &nbs*;In an effort to ex*edite the *rocess for Mr. [redacted] we mailed a check directly to his home, in lieu of the Visa gift card. &nbs*;The check was mailed from our office on 11/16/2015 to the [redacted] address.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]

[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]To

Whom It May Concern, We

have received the complaint regarding [redacted] Gift Card Rebate.  At

this time, we are experiencing a...

delay in processing our [redacted] Gift Card rebates.  We apologize for the inconvenience this has

caused. In an effort to expedite this, we will be bypassing our normal 3rd party distributor to send [redacted] a check.  [redacted]’s $200 [redacted] Rebate Check was shipped from our office in

[redacted] on 12/03/2015.  The

tracking number is [redacted] You

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

regards,[redacted]         Customer

Service ManagerSecurity

Alarm Now[redacted]

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]

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]

border-left-color: rgb(204, 204, 204);">
6  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].  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 Manager
Security Alarm Now
1.[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]