Security Systems and Monitoring

[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,

Well another month and no rebate card .  Please let me file this complaint.  This has been long enough...

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!

I want to report to you that this Complaint has not been resolved.  The business reported is Security Alarm Now.  Security Alarm has not delivered on their promise of sending me the $275 VISA Rebate card.  I have respectfully left messages to Katie W[redacted] their Customer Service Supervisor.  She has not returned my requests for a response.  No doubt, you encounter these kinds of problems all the time.  What is the next step?  I do not want this Complaint/matter to be considered Closed.  I want to continue to require them to perform their Contract. Thank you. Gregg M. N[redacted]  MBA, CPAChief Financial OfficerDelta Tech Service, Inc.[redacted]Benicia, CA  [redacted]Phone: [redacted]Fax: [redacted]Cell: ([redacted]Email:  [redacted]

Thank you for sending the $100 visa gift card.  However, my salesperson was Joe and we negotiated $150 for purchasing the equipment through Security Alarm.  Also, I referred my mom- -Eve collins and was also told I'd receive a $100 visa card as a referral bonus.  Therefore, sending out $100 now only covers the referral bonus.  I would like to receive the $150 visa card as well.

7  January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: 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] and should be arriving within 2 business days.  She has been emailed the tracking number to [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.]

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 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,

August 5, 2014

Revdex.com (Phoenix, AZ) 

4428 N. 12th Street 

Phoenix, AZ 85014-4585

Re: Case ID. [redacted]

Ms. Glass, 

In response to your letter dated 9/2/2014 regarding case ID number [redacted], the...

following are the resolutions requested. 

Security Alarm Now has reached out to [redacted] and is taking steps to resolve the customer’s claims of signal issues by having our senior technician out to the customer’s home on 9/13/14 to evaluate the security systems functionality. At this time we will verify the customer’s claims as will take any step necessary to rectify the situation. 

 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

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

6 January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Case ID. [redacted] To whom it may concern, At the time of sale, Mr. [redacted] asked about the ability to move his system if he moved. Being with ADT allows him to...

move his system to his new home. At no time was information given to Mr. [redacted] about the ability to change the name on the contract as stated in the complaint. We have done everything we can as a company to help him with the move. We have offered to move the system to a new home as discussed in the original sales call, customer declined because he does not have a home to move into for about 6 months. We offered to put his contract on hold until he moves into a new home. Customer understood and said he would work with ADT. This was the last conversation we had with Mr. [redacted] on 12/28.  As of now, there is nothing we can do for Mr. [redacted] to satisfy his desired settlement of terminating the contract. In this case, he would liable for 75% of the remaining balance of the contract if he does not want to continue with his services. Best regards, Todd Z[redacted]Customer Service ManagerSecurity Alarm Now[redacted]

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,

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.

To whom it may concern,
Thank you for bringing this to our attention, we apologize for the delay however, we have mailed Mr. [redacted] a Visa gift card on 3/14/16 please allow 5-7 days to receive this rebate.
If you have any additional questions please do not hesitate to ask,
Thank you and have a great day!

Yes, the company has spoken to me WHEN AND IF I can actually get ahold of them. They have apologized, but at this point I feel that is simply not enough. I should not have had to wait over a month to have all of my equipment I ordered and to have a system I can actually fully use. This company does not seem to care about its customer service or the happiness of their customers. For the small amount of time that it will take a technician to be at my house I'm sure someone could have been called in or made to work a little later. The last time my appointment was cancelled I missed an entire day of work sitting around waiting for a technician that never showed up. Even the company had trouble reaching the technician and when they finally tracked him down his explanation for not showing was that his previous job ran over and it was his quitting time so he simply went home. He never notified the company or me. 
They do have an appointment scheduled to come to my home on January 23rd, however I am very fearful that they will cancel that appointment as well especially because in my area we are due to get a lot of snow. I cannot take an earlier appointment this week because I cannot miss work AGAIN for this. I already took an entire day off on Friday January 15th waiting for a technician that never showed. I WILL NOT do that again nor should I have to.

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. However, the tracking number provided did not work, and the check did not arrive at my home until Friday, 12/11.

Regards,

To Whom It May Concern, In response to your letter dated 1/30/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now understands and recognizes [redacted]’s concerns and has refunded his $49 installation fee,...

totaling $51.94 including tax. This transaction will take an average of 7-10 business days to reflect within her account. You are welcome to contact me directly with any additional questions you may have.Best regards,[redacted]Director of Customer RetentionSecurity Alarm Now###-###-####

Security Alarm Now understands and recognizes Ms. [redacted]t’s concerns; the non-refundable installation fee was disclosed and agreed to within our recorded confirmation of the order, following this Ms. [redacted]t supplied her Sales Advisor with the card she preferred the transaction to be placed on. To...

best assist the customer Ms. [redacted]t has been refunded her $49 installation fee, totaling $52.43 including tax. This transaction will take an average of 7-10 business days to reflect within her account. Ms. [redacted]t 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###-###-####

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

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.

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]