Security Systems and Monitoring

Security Alarm Now keeps postponing the dates of them sending out the [redacted] Gift Cards, they state above that they mailed the card for me on 12 Oct and that it should take 7-10 days, today is 27 Oct and I have received nothing from them.  Yesterday I called them again and spoke to a supervisor names Ms [redacted], she now tells me that they will be sending out the [redacted] Cards on 2 Nov and that I should receive the card by 10 Nov 15.  This is a pattern of business this company is providing to its customers and it is a terrible practice of theirs.  I deserve to receive my [redacted] Card as they stated when I signed up with them.  I have noticed several complaints with this company concerning them never sending out the [redacted] Cards promised to its customers on [redacted] pages, but the reason I signed up was because of this incentive to receive 2 $200 dollar gift card, which they as of yet have to honor.  Today it is 27 Oct 15 and I am still waiting to receive the gift card.  I have never had to wait over 6 months for a gift card from any other businesses.  Thank you,
Mrs [redacted]

ADT advertised on a local tv station that they were offering a $200 Visa card rebate for security systems installed. My security system was installed on 07/31/15. The rebate form was postmarked on 08/14/15, well within the 30 days of the installation as stipulated on the form. Also I sent a copy of the service contract as proof of installation as requested. Per the rebate form, it states to allow 8-12 weeks for delivery based on when the rebate form is received by Security Alarm Now. On 11/23/15, I called Security Alarm Now at the number shown on the form (###-###-####), I spoke with a rep, who stated that they were behind in sending out the rebates and that my visa card would be sent the following week. As of today 01/14/16, I still have not received my rebate. I have sent emails and left several voice mails. They currently are not answering their phones nor are they responding to any of my correspondence. It is going on 6 months since I had the security system installed and ADT withdraw $50.17 out of my bank account each month. This is a scam to lure customers and they have no intentions of fulfilling their part of the agreement. I will never give a referral to anyone in regards to this company. I will continue to let everyone know that this company is a fraud until I get this issue resolved, even if it means contacting the CEO of this company. This complaint is for Security Alarm Now and I will be filing one for ADT as well because they are in this scam together. I will also post my horrible experience on social media.

We were never told about a rebate form or given aNutting to send in. This is another excuse. I'll keep pushing till I  get the gift card, it's a matter of principal now. Your customer service is the worst. I"ve called your company many times with no answer or answering any of my . messages .  
we were never given any forms or told we had to do anything.  Excuses Excuses.   Now what, for good customer service send us a form and give us the card.

January 18, 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 1/16/2016 regarding case ID number [redacted], the following are the resolutions...

requested:Security Alarm Now has spoken with Ms. [redacted] and has expressed our apologies for the delay in service. Service has been scheduled for Security Alarm Now to service Ms. [redacted] system on 1/23/2015, we have also placed Ms. [redacted] on our early timeslot list to provide service sooner should an appointment come available.If additional information is required please feel free to contact me directly. Best regards,Aashli M[redacted]Director of Operations###-###-####

In response to your response letter dated 3/1/2015 regarding case ID number [redacted], the following are the resolutions requested. Security Alarm Now understands and recognizes concerns Mr. [redacted]’s concerns regarding the non-refundable installation fee that was disclosed and agreed...

to within our recorded confirmation of the order. To best assist the customer Mr. [redacted] has been refunded his $49 installation fee, totaling $53.41 including tax. This transaction will take an average of 7-10 business days to reflect within his account. Mr. [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 Retention

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]

26 April 2016Revdex.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 sent a Visa Card from our offices by the end of the current week.  It does take 7-10 business days for the card to arrive.You are welcome to contact me directly with any additional questions you may have.Best regards,Katie W[redacted]Customer Service SupervisorSecurity Alarm Now###-###-####

I received information on Security Alarm Now in the mail. I called to get the price of installation. I was offered different types of incentives to have ADT installed through Security Alarm Now. I was told I would have $275 worth of incentives and it would be given to me by a VISA Gift Card to be delivered with 8-12 weeks.
My installation was done at the end of May, 2015. The day I received my installation I filled out the form and rebate papers and mailed it promptly. I have called Security Alarm Now on 3 different occasions asking where is my Visa Gift Card. Today it is 24 weeks later and I still have no gift card.
Security Alarm Now is stating they are putting me on a list to receive a check from the company but that has not been approved yet. Security Alarm Now is suppose to contact me when this is approved.
I will never ever recommend Security Alarm Now.

This Business advertises free equipment, free activation, free 15 doors/window sensors, free- 2 keyless entries, and a $100 visa gift card. After the paperwork was sent, which stated $44.99 monthly charge for 36 months and no other charges. The business charged our card $107 for intsallation. When the technician arrived, he stated we only get three sensor and need to pay for the rest. The remaining sensors cost $387, but allowed us to use the $100 gift card to reduce the cost to $287. After spending a total of $394 and not receiving a gift card, where is any of this free? I spoke with the representative in Chandler who tried to explain that the paperwork stated we are to receive five sensors, which I could not find on any of the paperwork. I asked her about the advertisement stated 15 free, she said that is only for hard wired systems. I asked about the keyless enrty, she stated that is for the wireless. So they are advertising you get both free, but they can't be if you have either wired or wireless. I asked if the amount would change since the contract is for three years at $44.99, she said the price will not change. For some reason, I do not believe that either.

To Whom It May Concern,Thank you for bringing this to our attention upon researching the account for Miss Green we have discovered that her Visa was not sent out, our deepest apologies.  We will be sending a check or Visa in the amount of $100 within the next 24 hours to this address: [redacted]...

[redacted] , CA [redacted]  We apologize for the delay, thank you and have a great day!

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

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]

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.As far as the reference to the statement "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 ###-###-####", the first time I contacted [redacted] was through a LIVE online chat. At that time, the representative stated "we do NOT conduct credit checks for our services." That representative was also the same one who told me about the refurbished equipment (which I am no longer worried about).
After receiving the information from the [redacted] (online chat) representative, I contacted [redacted] directly at ###-###-####. After asking about their promotions, I inquired if they conducted credit checks. At that time, I was told "no, we do not. It isn't required in order to provide our services to you". Now, mind you, I was given this information just by getting promotions. They didn't know my name, address, phone number or anything else about me. During my order, they never asked me for my SSN, nor was it asked of me during installation. Thus proving credit checks are NOT conducted by [redacted].
I also just called [redacted] at ###-###-#### (1/21/2015 at 5:30pm EST) and spoke with [redacted]., a representative. He stated "I have worked with [redacted] over 3 years now and I can tell you that we do not do credit checks. I do not know why they are telling you that. If they have any direct questions they can call us at ###-###-#### and speak with another representative. Hopefully that should help."
All I am asking to resolve this issue is to REMOVE THE INQUIRY FROM MY CREDIT REPORT. The entire ordeal with SecurityAlarmNow which included conversation, credit check (which I told the representative who took the order that [redacted] didn't require it, why should they?!), the order for installation, and the cancellation of installation and services was only an hour TOTAL. I did not have any services from the provider, therefore feel like it should be removed. I could understand if I had the installation completed, but it was not. I feel I have done my part by being a considerate consumer and reaching out to SecurityAlarmNow within an hour of the order, to cancel. I also was honest by telling them why.
I would appreciate it if you would consider the above action so we can move forward with this issue and agree to a resolution.

Regards,

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,

Director of Customer Retention

Security Alarm Now

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

06/21/2016Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585Re: Complaint # [redacted]To Whom It May Concern, We have received [redacted] complaint regarding his contract.   We have spoken with this customer since the time that this complaint was dated. At this time we are having the customer’s account canceled and sent to collections for the remaining balance of the contract. The customer will receive the information regarding the collections amount shortly.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###-###-####

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,

To Whom it May Concern,
Thank you for bringing this to our attention.  Our customer was advised during the initial sales call on our rebate process. 
We sincerely apologize that there was a miscommunication with the process of filling out and sending in a rebate form, in this case due to all of the confusion we will be sending this customer a rebate card from our office within 24 hours, please allow 3-5 business days for this to reach you.
With distribution of this gift card we consider this complaint resolved.
Please let us know if you have any further questions, thank you and have a great day!

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 March 7, 2016;  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!

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!

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]
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